Output 2.1 - Settlement services
Highlights
Interdepartmental Committee on Humanitarian Settlement
An Interdepartmental Committee on Humanitarian Settlement was convened on 4 April 2006 to agree on a whole-of-government strategy for handling the challenges faced by newly arrived humanitarian entrants and seek commitment from agencies for the delivery of the strategy. The committee was chaired by the Secretary of the Department of the Prime Minister and Cabinet, Dr Peter Shergold AM, and comprised the heads of 16 Australian Government agencies. The committee agreed that settlement services need to be focused on achieving successful integration - getting a job, learning English, committing to Australian values, and participating in mainstream activities.
Migrant community services
A total of $29.8 million was provided for migrant community services grants in 2005-06 to support the settlement needs of migrants. We supported the provision of settlement services to the migrant community by:
- administering 307 Community Settlement Services Scheme (CSSS) grants
- providing core funding to 28 Migrant Resource Centres /Migrant Service Agencies(MRC/MSA).
The funding for CSSS grants amounted to $15.29 million and core funding for MRC/MSA's totalled $8.1 million.
Funding is directed to those most in need, particularly humanitarian entrants from small and emerging communities. These are communities with an Australia-wide population of less than 15 000, at least 30 per cent of whom arrived in the last five years.
Rural and regional Australia
The 2004-05 Federal Budget provided $4.9 million over four years ($1.02 million in 2005-06) for CSSS grants to assist humanitarian entrants settle in rural and regional Australia. This initiative is aimed at increasing humanitarian settlement in targeted regional locations.
This initiative was bolstered by the announcement in the 2005-06 Federal Budget of a further $2.95 million over four years for the CSSS to specifically assist in settling dependants of skilled migrants in rural and regional areas.
Funding for rural and regional CSSS grants in 2005-06 totalled $4.76 million, an increase of nearly 80 per cent on the 2004-05 rural and regional allocation.
Settlement Grants Programme
The 2003 Review of Settlement Services for Migrants and Humanitarian Entrants recommended developing a new Settlement Grants Programme (SGP) which provides support and assistance to recently arrived humanitarian entrants and family stream migrants who have low levels of English proficiency. We undertake an annual settlement needs assessment and analysis to identify and prioritise the needs of the new arrivals. In October 2005 national advertisements invited organisations to apply for funding under the SGP for services to commence on 1 July 2006.
Planning and information
In response to the Review of Settlement Services for Migrants and Humanitarian Entrants, we launched a new National Framework for Settlement Planning, in March 2006. The framework provides a more strategic and coordinated approach to settlement planning to improve the ability of governments, service providers, community organisations, and other settlement stakeholders to plan for the arrival and settlement of new entrants. It identifies key settlement stakeholders and clarifies the roles and responsibilities of our national, state and territory offices in identifying and responding to new and ongoing settlement needs.
The framework is underpinned by a needs-based planning approach that allows flexibility in responding to changing settlement needs. This approach includes an annual process of information gathering and analysis to identify priority settlement needs for target group arrivals across Australia.
Under the framework, we are developing a range of information products to help stakeholders settle new entrants. The products include Community Profiles of new caseloads under the Humanitarian Programme and annual Settlement Needs Reports that provide demographic data including information on the settlement patterns and needs of new arrivals and services available to meet those needs.
Integrated Humanitarian Settlement Strategy
On 1 October 2005 we introduced new arrangements for delivering settlement services under the Integrated Humanitarian Settlement Strategy (IHSS). The new arrangements provide for improvements in the way the programme is delivered to implement the findings of the Review of Settlement Services for Migrants and Humanitarian Entrants and a separate independent evaluation of the IHSS, both of which were handed down in May 2003. Some of the major enhancements include:
- a significant strengthening of coordination of IHSS service delivery through 20 contract regions nationally
- assessment of each humanitarian entrant/entrant family's needs and development, and implementation of case coordination plans
- strengthened support for Special Humanitarian Program entrants and their proposers.
The annual IHSS national conference was held in June 2006. It brought together the national network to discuss programme administration and service delivery, as well as to share best practice.
Profile | |
JUMA ABUYIAmid the upheaval of a childhood in war-torn Sudan, the one constant in Juma Abuyi's life was soccer. Now he is using his soccer skills to help others. As manager of the North Launceston Eagles Soccer Club, Juma uses training sessions to give pep-talks on skills - both on and off the pitch. | 
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'Soccer is one of the best ways for people to integrate into a new culture, because we can bring these skills with us already,' Juma says. 'Soccer training has provided an informal setting for newly-arrived refugees to discuss concerns such as driving without a license, car insurance, teamwork, and to meet new friends.' Thirty-year-old Juma arrived in Tasmania five years ago with his mother and three brothers after decades in a refugee camp in northern Kenya. 'Our goal was to become independent as soon as possible,' Juma says. The family saved hard to buy a car. Juma completed high school at Elizabeth College in Hobart, then went on to gain an honours degree in Social Sciences from the University of Tasmania. He wrote an influential thesis Out of Africa: Sudanese men's experience of living in Tasmania. Juma joined a discussion group led by Elizabeth College Chaplain Matt Durose. 'This group was invaluable to me because I felt so accepted - I gained the confidence to make friends at the college,' he said. 'When I was in Africa, and after my father died, I wondered if anything good could happen to me. I felt useless and out of control of my destiny. 'I lived in a terrible refugee camp where no one should ever have to live, but it was hard to imagine that we would ever get out of it. 'The concept of educational opportunities was simply a fairy story in my mind.' But his dream did come true. Now Juma not only coaches soccer but also works full-time with the Migrant Resource Centre as a Youth Worker and Bicultural Family Support worker in Launceston. 'I try and help other young people realise their dreams,' Juma says. 'I guess that I attribute my success to the principle that from the time I arrived, I have tried to listen to the advice from local people. 'I decided that it was good to take notice of the 'wise' Australian community, because they already know the best way of how to deal with local problems.' Juma's talent and dedication looks set to continue to help others also kick goals to create a better Australia for us all.
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2.1.1 Settlement planning and information delivery
Objective
The objective is to provide adequate support that enables the successful settlement of humanitarian entrants through a strategic and coordinated approach to service planning for new arrivals.
Table 56: Performance information - Settlement planning and information delivery
| Measures | Results |
| Quantity | |
| Development of regional needs based planning arrangements to inform the new SGP | National Framework for Settlement Planning launched. Needs-based planning outcomes informed the new Settlement Grants Programme. |
| Quality | |
| Satisfaction of Minister and key stakeholders with the new planning arrangements | Overall support for planning developments received from Refugee Resettlement Advisory Council, non-government organisations, and other stakeholders. |
| On-Line Settlement Information | |
| Quantity | |
| Maintain statistics on usage of Beginning a new life in Australia booklets and settlement data | Due to the redesign of our website, the software for statistical collection has not yet been installed. This will occur in 2006-07. |
| Quality | |
| Satisfaction of clients | Individual clients and local government expressed general satisfaction. |
Description
This output component supports the planning process for our settlement services. It also has an important role in supporting the provision of information to new migrants settling in Australia as well as those who provide mainstream or specialised settlement services to migrants and humanitarian entrants.
Analysis of performance
National Framework for Settlement Planning
We launched the National Framework for Settlement Planning in March 2006. The framework contains mechanisms to constantly identify the needs of new arrivals in order to inform our programme delivery. We are developing a range of products to provide more comprehensive data on new arrivals to assist planning by state, territory, and local governments and service providers.
Refugee Resettlement Advisory Council
An important aspect of the planning process is consultation with the community sector. The Refugee Resettlement Advisory Council has an ongoing dialogue with both the Minister and the Parliamentary Secretary for Immigration and Multicultural Affairs.
The council, now in its fourth term, continued to provide high-quality policy advice and input on the settlement of newly-arrived migrants and humanitarian entrants. Among other activities, it provided two comprehensive reports to the Minister - Report on Education of Young Humanitarian Entrants and Report on Policing Services for Humanitarian Entrant Communities. The council also produced A Volunteer's Guide to assist volunteers who work with migrants and humanitarian entrants.
Settlement DVD for humanitarian entrants
We are producing a DVD to help orientate humanitarian entrants to life in Australia. Using voice-overs in a variety of languages, the DVD is particularly designed to address the needs of those entrants who are not literate in their own language.
Settlement information
We published two updates of the Beginning a new Life in Australia booklets. The booklets welcome new and prospective migrants to Australia and provide information to them, their sponsors, and service providers on the types of services available and advice on where to go to ask for assistance. Information is tailored to each state and territory and the booklets are published in English and 24 community languages. In 2005-06 we included the Karen language to meet the needs of a growing number of people settling from Myanmar. The booklets are also on our website at www.immi.gov.au/living-in-australia/settle-in-australia/beginning-life.
The Living in Australia website underwent a major redevelopment as part of a broader initiative to improve the online information available to our clients. The site went live on 1 July 2006.
The Settlement Database is a valuable tool for planning, targeting, and evaluating settlement services, and facilitates better service delivery for migrants. The database contains around 1.6 million records of visaed settler arrivals since 1 January 1991. Data includes country of birth, age, sex, migrant category, main language, English proficiency, location of residence in Australia, and many other variables. We use this information to inform programme planning and service delivery across Australia. Mainstream service providers and community-based users access the information through our Internet-based Settlement Reporting Facility (SRF).
We are developing and upgrading the technology of the database and its reporting facilities to improve the useability of the reports and the data.
2.1.2 Humanitarian settlement services
Objective
The objective is to provide intensive initial settlement support to newly arrived refugees and Special Humanitarian Program (SHP) entrants. The Integrated Humanitarian Settlement Strategy (IHSS) aims to help humanitarian entrants achieve self-sufficiency and become fully participating members of the Australian community as soon as possible by providing specialised services on a needs basis.
Table 57: Performance information - Humanitarian settlement services
| Measures | Results |
| Quantity | |
| Offshore Humanitarian Programme entrants assisted | The IHSS assisted 12 036 entrants comprising:
The extent to which SHP entrants receive services under the IHSS depends on the capacity of proposers to support their entrants. Proposers of SHPs are eligible for Proposer Support services. |
| Quality | |
| High level of client satisfaction as measured through client and community feedback | New IHSS contracts started on 1 October 2005. The first progress reports provided in February 2006 indicated that the small number of clients who had exited under the strategy were satisfied with the service received. |
Description
This output component supports the provision of intensive settlement services to newly arrived refugees and SHP entrants under the IHSS.
New IHSS contract arrangements started on 1 October 2005. The new service delivery model is based on 20 contract regions nationally, with one contract per region.
Depending on their assessed need, entrants are generally provided with some or all of the following assistance to help them settle in Australia:
- case coordination, information, and referrals -includes a case coordination plan based on an initial needs assessment, information about and referral to other service providers and mainstream agencies, and help for proposers to assist SHP entrants
- on arrival reception and assistance - includes meeting eligible entrants on arrival, taking them to suitable accommodation and providing initial orientation, and meeting any emergency needs for medical attention, or clothing and footwear
- accommodation services - helps entrants find appropriate and affordable accommodation, and provides them with basic household goods to start establishing their own household in Australia
- short term torture and trauma counselling services - provides an assessment of needs and a case plan and referral for torture and trauma counselling, and raises awareness among other health care providers of health issues arising from torture and trauma counselling.
IHSS services are generally provided for around six months, but may be extended for particularly vulnerable clients. As SHP entrants have the support of a proposer to help them with their settlement needs, they are generally assessed as not requiring the full range of IHSS services. Proposers of SHPs are eligible for Proposer Support services.
Figure 45: Number of people assisted under the IHSS
Source: Humanitarian Entrant Management System, DIMA.
Analysis of performance
In 2005-06 we assisted 12 036 people under the IHSS, compared with 13 347 people in 2004-05 as shown in Figure 45 below.
The number of refugees assisted under the IHSS decreased from 5318 in 2004-05 to 5168 in 2005-06. The number of SHP entrants assisted decreased from 7383 in 2004-05 to 6814 in 2005-06. Assistance was also provided to 54 Temporary Protection Visa holders.
Sixty per cent of people assisted under the IHSS in 2005-06 were from Africa compared to 75 per cent in 2004-05 and 63 per cent in 2003-04. People from the Middle East and South West Asia comprised 32 per cent of the IHSS caseload, compared to 21 per cent in 2004-05 and 30 per cent in 2003-04. This is in line with the changing composition of the Humanitarian Programme.
2.1.3 Support for community services
Objective
The objective is to support the delivery of settlement services through the administration of community grants.
Table 58: Performance information - Support for community services
| Measures | Results |
| Quantity | |
| Management of MRC/MSA and CSSS service agreements | 335 service agreements and work programmes managed, comprising 307 Community Settlement Services Scheme (CSSS) grants and 28 Migrant Resource Centre (MRC)/ Migrant Service Agency (MSA) grants. |
| Quality | |
| Service agreements and work programmes fulfilled and/or specific breaches addressed | Service agreements and work programmes satisfactorily delivered for all MRC/MSA and CSSS grants. |
| Service agreements, work programmes, and support systems prepared for implementation of SGP 2006-07 | Settlement Grants Programme (SGP) implemented on 1 July 2006 with fully developed information technology and statistical systems in place. |
Description
This output component supports the administered item Grants for Migrant Community Services.
We supported the delivery of MRCs/MSAs and CSSS services by:
- helping funded organisations manage work programmes and service agreements, and reporting and financial accountability requirements
- provision of a national training strategy. Training was aimed at management committees/boards and staff to assist their delivery of settlement services consistent with the objectives of our grants programmes and to meet service agreement requirements.
Analysis of performance
A total of $29.8 million was provided for migrant community services grants in 2005-06 to support the settlement needs of migrants. We supported the provision of settlement services to the migrant community by administering 335 service agreements with organisations funded under 307 CSSS grants and providing core funding to 28 MRCs/MSAs.
The funding for CSSS grants amounted to $15.29 million and core funding for MRCs/MSAs was $8.1 million.
The 2004-05 Budget provided $4.9 million over four years ($1.02 million in 2005-06) for CSSS grants to assist humanitarian entrants to settle in rural and regional Australia.
The 2005-06 Budget provided a further $2.95 million over four years for the CSSS to specifically assist in settling of dependants of skilled migrants in rural and regional areas.
Funding for rural and regional CSSS grants in 2005-06 totalled $4.76 million, an increase of nearly 80 per cent on the 2004-05 rural and regional allocation.
In 2005-06 a total of 307 CSSS grants were funded, including 213 new and 94 ongoing grants.
Community consultations contributed to the development and implementation of the new SGP. We identified and prioritised the needs of new arrivals through an annual settlement needs assessment and analysis. In October 2005, national advertisements invited organisations to apply for funding under the new programme with 360 applications being received.
2.1.4 Adult Migrant English Program Administration
Objective
The objective is to ensure the Adult Migrant English Program contract management regime accords with best practice in Australian Government contracts management.
Table 59: Performance information - Adult Migrant English Program administration
| Measures | Results |
| Quantity | |
| Management and monitoring of the performance of service providers (20 contracts managed/monitored) | 20 contracts for English language tuition and associated services administered. Service delivery monitored through regular contract meetings, regular reporting, and data analysis. |
| Quality | |
| Contract breaches are promptly identified and managed | Some service delivery requirements not met. These breaches were recorded and have been or are being addressed. All tuition contracts received ongoing accreditation from the National English Language Teaching Accreditation Scheme in relation to quality standards. |
Description
This output component supports the Adult Migrant English Program administered item. The program is administered through 20 major contracts for tuition and associated services.
Analysis of Performance
Each service provider's performance is monitored by examination and analysis of quarterly and annual reports, quarterly meetings, and an annual onsite inspection of facilities, resources, and processes by the National English Language Teaching Accreditation Scheme. As annual reports are to be provided within three months of the end of the financial year, reports for 2005-06 are to be provided by 30 September 2006. Once they receive annual reports, contract managers analyse performance against key performance indicators. Any deficiencies or breaches identified during the monitoring process are addressed through the development and implementation of agreed action plans.
Issues identified from 2004-05 annual reports as not meeting the service delivery requirements and not previously reported included the following:
- One provider reported that the percentage of Special Preparatory Program clients who proceeded to mainstream English language tuition was less than the agreed target based on the national average. The outcome of the action plan will not be known until annual reports are received from service providers at the end of September 2006.
- One provider reported that less than 80 per cent of clients indicated knowledge of a grievance/complaints handling procedure. This breach has been rectified.
- One provider reported that the percentage of non-continuing clients was greater than the target based on the national average. The outcome of the planned remedial action will not be known until annual reports are received from service providers at the end of September 2006.
- One provider reported that the percentage of exiting clients achieving an accredited outcome was less than the agreed target based on the national average. The outcome of the action plan will not be known until annual reports are received from service providers at the end of September 2006.
Issues identified through 2005-06 progress reports include the following:
- Two providers reported that child care placements for clients requiring this service were not made within the required three months. These breaches have been rectified.
- One provider reported that the 80 per cent target for rural and regional intensive English language tuition was not met. An action plan has been put in place.
- One provider did not reach the target for the number of home tutors trained. An action plan has been put in place.
Ongoing action plans are monitored quarterly until breaches are rectified.
2.1.5 Fee-free translating and interpreting services
Objective
The objective is to facilitate full participation of migrants from non-English speaking backgrounds in Australia's social and economic life by providing an effective means of communication.
Table 60: Performance information - Fee-free translating and interpreting services
| Measures | Results |
| Quantity | |
Estimated demand for fee-free services by eligible clients - 127 200:
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Number of services - 129 385
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| Quality | |
| Level of satisfaction of eligible clients with fee-free language services delivered | High level of satisfaction of eligible clients with the quality of services measured by the lack of complaints on service standards, and engagement of accredited translators and interpreters in delivering services. |
Description
Fee-free interpreting services are provided to approved individuals and organisations to help them communicate with non-English speaking migrants and humanitarian entrants who are Australian citizens or permanent residents. The services are broadly available to:
- private medical practitioners providing services under Medicare
- non-profit, non-government, community-based health or welfare organisations subject to their funding arrangements
- members of parliament for constituency purposes
- local government authorities
- trade unions
- Emergency Management Australia.
Documents eligible for fee-free translation include settlement-related personal documents, identity and relationship documents (for example, birth and marriage certificates), facilitation documents (for example, drivers licences), and education and employment documents. Fee-free translations are provided to permanent residents and Australian citizens within their first two years of arrival or grant of permanent residence.
Analysis of performance
The number of fee-free interpreting services provided in 2005-06 was slightly higher than that provided in 2004-05, and also higher than projected demand.
In 2005-06 a total of 7763 documents were translated under the fee-free translation services. This was a decrease from 8101 documents in 2004-05, and reflects the changing composition of the humanitarian intake. In recent intakes, people from some communities, mainly African, have arrived without personal documentation, resulting in a decreased demand for translations.
The high-demand languages for interpreting were Arabic, Vietnamese, Mandarin, Cantonese, Farsi (Persian), Serbian, Turkish, Russian, Spanish, and Korean. The high-demand languages for translation were Arabic, Mandarin, Russian, Spanish, Farsi (Persian), Vietnamese, French, Serbian, and Chinese.