Settlement Grants Program
A total of 187 organisations received funding under the Settlement Grants Program (SGP) during 2008–09. These organisations delivered a range of services to clients in the target group in 284 locations. Some organisations provided outreach services while others provided services in their primary location.

Access to information
The department uses a variety of published information to promote its settlement services and ensure their accessibility to clients. In August 2008, the settlement service locator on the department’s website was launched to provide an easy to use, visual tool to assist clients with low English language skills to find Australian Migrant English Program (AMEP) and SGP providers.

The Settlement Database has continued to be a critical tool for the department and service providers in planning and targeting settlement services.

A range of settlement information products are also available in a number of community languages and settlement information DVDs have been developed for humanitarian entrants from Africa and Asia to overcome both language and literacy barriers faced by some clients.

Language appropriate services
Settlement services funded by the department are required to provide clients with access to an interpreter when needed.

Free interpreting services are provided to approved individuals and organisations to facilitate effective communication with non-English speakers. Services are provided by the department’s Translating and Interpreting Service (TIS) National. Free translations of personal settlement related documents are also provided to permanent residents and some temporary visa holders as well as returning Australian citizens within their first two years of arrival or grant of permanent residence.

Integrated Humanitarian Settlement Strategy
A total of 12 035 entrants were provided with Integrated Humanitarian Settlement Strategy (IHSS) services in 2008–09. The initial findings of the 2008–09 IHSS quality assurance review indicate that service providers are meeting the majority of key performance indicators in accordance with the requirements of their contracts.

Service providers continued to successfully raise awareness of the needs of humanitarian entrants with mainstream and community based service delivery agencies. As a direct result of the liaison between the department and its providers, we have significantly improved access to physical and mental health services for those clients who need specialised services in this area.

Complex Case Support
The Complex Case Support (CCS) program commenced nationally in October 2008. The uptake of the program has steadily increased since implementation with 949 clients with complex needs being accepted into the program in the nine months to 30 June 2009.

The department has been proactively promoting the program with government and community-based service providers and stakeholders.

Unaccompanied Humanitarian Minors
At 30 June 2009, there were 566 Unaccompanied Humanitarian Minors (UHMs) in the UHM program, 512 of whom arrived under the offshore component of the Refugee and Humanitarian Program and another 54 who were granted Permanent Protection visas onshore.

During 2008–09, 166 UHMs entered the program and 190 left the program.

Language appropriate services
TIS National conducts an annual client satisfaction survey. The 2009 survey found that most clients are very satisfied with the interpreting services provided through TIS National.

An evaluation of an African language settlement information DVD released in 2007 is currently being finalised. Preliminary findings from the evaluation informed the development of the settlement information DVD for humanitarian entrants from Asia and will inform any future updates to the African DVD.

Integrated Humanitarian Settlement Strategy
The department directly monitors clients’ satisfaction with initial settlement services by undertaking client contact visits. Visits are conducted to approximately five per cent of IHSS cases by departmental contract managers from the state and territory offices. Interviews conducted with clients during these visits in 2008–09 indicated a high level of satisfaction with the range of services provided.

Service providers also conduct client satisfaction surveys at six weeks after initial settlement and at exit from the program to assist organisations in assessing their service delivery. Aggregate results are reported as part of the service provider’s six-monthly and annual reports to the department. As of December 2008, results indicated improving client satisfaction with a number of services including accommodation assistance and short-term counselling services.

Complex Case Support
Complex Case Support (CCS) monitors service delivery standards and client satisfaction in three ways:

• Milestone and exit reports from service providers as part of CCS contractual obligation, ensure that service delivery occurs in accordance with the service goals within the case management plans and within agreed timeframes.
• CCS service providers who have received a client referral from the department within the reporting period must submit a six-monthly report. The report includes any client feedback including complaints (and their resolution), problems encountered in providing CCS services and suggestions for improvement.
• At the completion of receiving CCS services, clients are provided with a CCS Client Satisfaction Survey to provide feedback regarding the services they have received. At the end of June 2009, 26 completed surveys have been received. One hundred per cent of clients who responded have expressed that they were either ‘satisfied’ or ‘very satisfied’ with the services they received through the CCS program.

Local government councils were provided with 60th Anniversary commemorative Australian Citizenship Ceremonies Code books as well as commemorative pins, posters and bags for distribution at citizenship ceremonies.

An Australian citizenship audio-visual montage representing a collection of inspirational messages and images, designed to be used as part of citizenship ceremonies was also provided to local government councils.

Schools throughout Australia are actively engaged in learning the value of, and celebrating, citizenship. Resource packages containing information and activities regarding Australian citizenship, for both primary and secondary students, were distributed to all schools across Australia in 2008–09. The resource packages assist in increasing awareness of Australian citizenship throughout the general community.

In addition, 175 projects were administered under the Diverse Australia Program to build stronger communities in Australia’s culturally diverse society and to respond to specific and emerging issues of cultural, racial and religious intolerance.

The Diverse Australia Program website registered 234 961 page views, and recorded 4401 Harmony Day events. Media coverage identified 916 articles across Australia on Harmony Day.

In 2008–09, 42 community projects including 16 new projects were supported by the National Action Plan to Build on Social Cohesion, Harmony and Security (NAP).

A total of 33 partnership projects were undertaken with state and territory governments to promote social cohesion and harmony under the NAP.

Six new and one ongoing research projects were managed and three research reports were released.