Evaluation of the Integrated Humanitarian Settlement Strategy (IHSS)

provide the entrant with an individually tailored information, assistance and referral service based
on a needs assessment and through a service coordination and case management approach.
The needs assessment should consider issues such as income support, Medicare, banking,
community support (CSR function or other), health assessment including EHAI services,
assistance to set up a household (HFS), education and training (schools, AMEP, other),
employment, interpreting and translation services, other settlement services, community housing,
childcare, transport, immigration and any other aspects such as understanding western systems,
the law and road rules
conduct an exit interview with the client to conclude the assessment and individually tailor
information, assistance and referral and a case handover meeting with the new case manager
within a week of referral.
5.1.3 Issues raised in relation to IIOA services
Provision of information, assistance and referral
Clients generally found the provision of information, assistance and referral based on their needs
appropriately carried out. In particular, the willingness of IIOA providers to be creative in the way in
which they deliver services and address client needs was seen positively eg the use of volunteers and
casual bilingual staff, introductions to key staff from relevant agencies rather than basic written
information with a name and number. However some clients expressed concerns about particular
aspects of the information provision.
The major concern expressed by clients related to the feeling of being ‘bombarded’ by a large amount
of information on arrival. A number indicated they felt an ‘information overload’:
It was like being under a siege at the beginning. Lots of information. Very little time to
think and understand. Too many places to sign the name and write the name. Never fully
understand why or what it is for. Then they leave us in six months. We are only starting to
understand the information then. If we have to go to someone new to ask for clarification
and explanations, then we cannot be open and honest. Sometimes we are also afraid to
ask someone new about what was told to us six months ago. They should ask us, if we
need more time, before they leave us alone to cope.
(Client)
There was also said to be a need to ensure that contradictory information is not provided by the
various agencies and individuals who deal with the client in this early stage. For example, it was said
in one location that there had been instances where the AS provider had provided information to a
client that contradicted the advice provided by the IIOA service provider, leaving the client confused. It
was suggested that contractual obligations and division of tasks need to be clearly enunciated. This
also touches on a more complex issue relating to overlapping jurisdictions of IIOA and AS contracts,
which is discussed elsewhere in this paper.
Some clients also felt the provision of information in their home to be threatening and invasive,
particularly during the initial stage. It was said that the period following arrival is an important time for
them as families, as many have been separated, sometimes for years, prior to arrival.
We have not been a family for many years. This is our time to talk as well. This is our time
to get to know each other as well. We need information but in small doses. We need to do
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Evaluation of the Integrated Humanitarian Settlement Strategy 27 May 2003