Humanitarian program entrants

In addition to facing the normal challenges associated with migration, Humanitarian Program entrants are often further disadvantaged by a range of factors that can include:

• limited and interrupted access to education and employment
• a lack of experience with Australia’s social infrastructure and government systems
• a history of poor nutrition and health care
• surviving severe and adverse life events such as war, persecution, torture, trauma and extreme hardship in refugee camps.

Given their often remarkable life stories, hardships and survival, Humanitarian Program entrants generally display remarkable resilience and can contribute enormously to Australia. Community feedback emphasised the value of consistent support, well beyond the initial settlement phase, to enhance Humanitarian Program entrants’ prospects as they build new lives.

Among its goals for resettling refugees, the United Nations High Commission for Refugees lists restoring confidence in political systems, including government services and institutions. In some instances, Humanitarian Program entrants have come from countries where many of the government institutions taken for granted in Australia were either non-existent, corrupt or used as instruments of repression and persecution. Government agencies at all levels have a key role to play in helping Humanitarian Program entrants to restore their confidence.

Community feedback stressed the importance of flexibility in program design and service delivery in relation to this client group. Taking the time to understand and respond to individual needs, particularly in the early years of settlement in Australia, can:

• improve the process of settlement and therefore social inclusion and, in particular, provide pathways to sustainable employment and avoid welfare dependence
• improve the effectiveness of government services and programs
• maximise efficiency and minimise duplication of services
• achieve greater cost effectiveness
  in government programs.

Information provision and skills development

Feedback reinforces the benefits of a positive attitude from staff in government agencies. Access to interpreters for Humanitarian Program entrants is also important as they can be vulnerable to feeling overwhelmed and discouraged.

Services need to provide information in various ways. Humanitarian Program entrants may not have the language, resources or IT skills to access online services and may prefer verbal or person-to-person interactions. Due to their lack of familiarity and confidence in dealing with new and complex systems and, sometimes, the psychological effects of trauma on memory, information may need to be reinforced and repeated.

The complexities of operating in a new environment, with financial issues ranging from insurance, rent, banking and home loans through to mobile phone plans and daily living expenses, can be overwhelming. In addition, many Humanitarian Program entrants can have extra financial burdens because they have family who have been left behind in destitution and for whom they are a principal source of financial assistance. Therefore, sustained support with financial management and budgeting may be necessary.

Consumer feedback and complaints

For most Humanitarian Program entrants, the opportunity to provide feedback or use complaints mechanisms in relation to government services is something new. Australian feedback and complaints mechanisms therefore need to be designed in such a way as to establish awareness and understanding as well as build confidence for clients in using these processes.

Policing and the justice system

Policing and justice systems in many of the countries from which Humanitarian Program entrants come are unsophisticated and often corrupt. In many situations, police and military forces were the agents of their persecution. Community feedback indicates that relevant authorities need to be proactive in building confidence about Australia’s legal and policing systems. This can help create a greater sense of safety for entrants and encourage active cooperation to address crime in Australia. It can also make a valuable contribution to redressing the consequences of traumas perpetrated by authorities in the countries from which refugees have fled.

Education and employment

Humanitarian Program entrants have a strong desire to secure employment that will help them attain self-reliance, contribute to the Australian workforce and economy, and participate fully in society. It is important that program design and incentives in the employment and vocational training areas are geared towards promoting a high degree of access and participation for Humanitarian Program entrants.

Inadequate knowledge about the Australian workplace environment has been reported as a barrier to Humanitarian Program entrants obtaining and succeeding in employment. They need accessible information about issues such as workplace entitlements, skills recognition, vocational training and employment opportunities. Employment mentoring was frequently identified in feedback as one highly effective tool in supporting newly arrived Humanitarian Program entrants’ transition into work.

Children and young people

Communities stressed the vulnerability of children and young people of refugee background. For example, if they are placed in a class according to their age rather than ability they can be set up for failure, but on the other hand they can face humiliation if placed in a class with younger people based on their ability. Strategies to support these young people and address risks of apathy, bullying and isolation are important.

Housing

The shortage of affordable rental housing is a problem for many Australians. However, Humanitarian Program entrants are often particularly disadvantaged as they do not have the long-term familiarity with the real estate market or social connections to manage in a highly competitive environment. Reliance on public transport and limited English language skills can also work against success in attaining suitable accommodation.

Health services

Given the often complicated and distressing health history of Humanitarian Program entrants, it is very important that medical services, especially GPs, use interpreting services when required to support these clients. Furthermore, there is a real need for doctors to understand refugee health issues including complex health needs that have resulted from nutritional deprivation, torture and trauma and poor health provision in the country of origin or while living in a refugee camp. Limited English, lack of familiarity with the public transport system and low income means that Humanitarian Program entrants can face significant barriers in accessing a GP who will understand their needs.

Consultations also raised the issue of the serious dental problems some Humanitarian Program entrants experience and the additional risk and burden of waiting for public dental care. The issue of financial stress on Humanitarian Program entrants resulting from the costs associated with some of the medications they require was also raised.