Complex Case Support Program
On this page
About Complex Case Support services
The Complex Case Support (CCS) Program delivers specialised and intensive case management services to humanitarian entrants with exceptional needs. The program provides flexible and tailored responses to meet the individual needs of each case.
CCS is specifically targeted at supporting clients whose needs extend beyond the scope of other settlement services, such as the Humanitarian Settlement Services (HSS) program and the Settlement Grants Program (SGP). CCS is designed to work in partnership with settlement and mainstream services to address barriers these clients face in settling in Australia.
CCS services are delivered by a number of professional organisations across Australia.
Client eligibility
CCS has three main client groups:
- Refugee entrants
- Special Humanitarian Program entrants
- Protection visa holders and persons who hold or have held a Temporary Protection visa.
Holders of these visas may be eligible for services for up to five years after their arrival in Australia. Flexibility may be shown to these criteria in exceptional circumstances.
Exceptional needs
CCS clients usually have several intense or critical needs that require access to multiple services including:
- mental health (including torture and trauma services)
- physical health
- family violence intervention
- personal, grief or family relationship counselling
- special services for children or youth
- support to manage accommodation, financial or legal issues.
Who can refer a client for Complex Case Support services
Anyone can refer a client for CCS assessment, including:
- settlement service providers
- Australian Government, state or territory government agencies
- community and health organisations
- local church and volunteer groups
- doctors, teachers, police offers and school counsellors
- individuals, including self-referral.
How to refer a client
If someone you know is particularly vulnerable and in need of this type of support, please complete a CCS referral form and email it to the Complex Case Support team.
See: Form 1292 Referral for Complex Case Support (CCS) (108KB PDF file)
Email: ccs@immi.gov.au
Review of the Complex Case Support Program
The department conducted a review of the CCS Program in 2010. A summary of the findings and recommendations is available on the department's website.
See: Evaluation of the Complex Case Support Program (249KB PDF file)
As a result of this review the CCS Program has been updated to make it even more responsive to client needs.
Further information
A brochure about CCS has been produced for community and government organisations.
See: Complex Case Support – Information for Service Providers (617KB PDF file)
Brochures outlining the principles that guide the delivery of CCS services, and information for clients on CCS services are available. These have also been translated into several community languages.
See:
Complex Case Support (CCS) Principles – English ( 54KB PDF file)
Complex Case Support Client Brochure – English (611KB PDF file)
Complex Case Support Principles and Client Brochure Translations
CCS Contract Managers can be contacted for more information.
Telephone: 1300 855 669 (free call in Australia)
Email: ccs@immi.gov.au
If you need the assistance of an interpreter, contact Translating and Interpreting Service (TIS) National.
See: Translating and Interpreting Service (TIS) National
Telephone: 131 450