Evaluation of the Integrated Humanitarian Settlement Strategy (IHSS)

4.2 Role and use of volunteers
A key intention of the IHSS service model was to ensure that volunteers were able to contribute
effectively to the settlement of new entrants while offering them greater flexibility, both in how they
assisted entrants and in the level of their involvement. Under the IHSS, volunteers contribute by
registering as a member of a CSR group and/or by working directly with IHSS service providers.
In practice, this has meant that many volunteers who were previously involved in CRSS groups have
registered with CSR groups, although there is also a significant number of new groups. Others work
directly with IHSS providers. In some cases they have joined an already well established pool of
volunteers attached to the provider. Although both CSR and non CSR groups may work with IHSS
clients, they are managed differently and are responsible to different organisations. CSR groups are
registered by DIMIA and are coordinated by a CSR coordinator in each State as part of the SSP. In
effect there are two parallel systems, with the CSR groups attached to DIMIA and supported by an
external organisation and other volunteers who may or may not be CSR volunteers directly recruited
and managed by IHSS service providers.
At the time the fieldwork was conducted for this evaluation, the CSR service was not fully
implemented. State/Territory coordinators, recruited by the national SSP, had only just taken up their
jobs in some States and recruitment was still underway for the remainder.
The involvement and use of volunteers varies between States/Territories and between service
providers. Most commonly, service providers enlist the help of volunteers for tasks that are time and
labour intensive, such as airport ‘meet and greet’ on arrival, accompanying clients to medical
appointments and ongoing support and friendship. A few service providers seek the assistance of
other recent entrants to welcome newer entrants as they are able to interpret and explain different
cultural expectations, ensure culturally appropriate food preparation and help with grocery shopping
and welcoming activities. However volunteers are also involved to some degree in the delivery of all
contracted services. Tasks undertaken by both CSR and other volunteers included assistance with
opening bank accounts, registering with Centrelink and Medicare, obtaining health assessments
through the EHAI service provider and helping children and adults start English language classes. At
least two providers deliver much of their services using volunteers.
A number of service providers reported that they would be unable to fulfil their obligations without
volunteer assistance. As one CSR volunteer said, ‘We’re there 24 hours a day, whereas the workers
are only there at set times.’
In some cases volunteers provide intensive support when families simply cannot cope.
Some families need a lot more support than others. We had one totally dysfunctional
family that required constant assistance for months and months and months, and just as
we’d thought we’d sorted out one problem, another would crop up, and that’s extremely
demanding and we had to seek a lot of professional help.
(CSR Volunteer group)
Some providers said they tend to use a small number of ‘tried and tested’ volunteers, because they
know their capacities and ability to provide support.
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Evaluation of the Integrated Humanitarian Settlement Strategy 27 May 2003