Evaluation of the Integrated Humanitarian Settlement Strategy (IHSS)

services available to them. In addition, CSR volunteers can provide information to the local
community about the refugee experience and the role of CSR groups.
In providing this assistance, CSR volunteers complement the role of IHSS service providers. By
providing an informal support system, CSR groups are intended to help to alleviate the sense of loss
of community and extended family that entrants often experience.
Because CSR groups are registered by DIMIA for the achievement of these outcomes they are
included in DIMIA’s COMCOVER insurance while they are carrying out bona fide CSR activities.
However as noted previously, this creates a level of ambiguity in that CSR groups are not
accountable to DIMIA.
5.6.2 The role of CSR groups
The CSR service provides a framework for the achievement of the following outcomes:
entrants become fully participating members of the local community by accessing various social,
cultural, sporting and other organisations
the local community becomes more aware of the refugee experience and the support provided by
CSR groups.
Whilst all CSR groups would be expected to provide support leading to the achievement of the first
outcome, the latter outcome is optional.
As well as participating in the CSR service, CSR groups and their individual members are able to
work directly with IHSS service providers to assist in the delivery of their contracted services.
5.6.3 Issues raised in relation to CSR
Prior to the SSP contract being awarded DIMIA State and Territory offices were responsible for
recruiting, registering and training CSR groups. Whilst most State offices were quick to register
volunteers interested in becoming members of a CSR group, in some States very little support or
training was provided to them beyond initial information and orientation training.
A few State DIMIA offices embraced the new arrangements and added responsibilities. They did this
by arranging regular meetings with the volunteers so that they could discuss any issues or concerns
that they might have, and encouraging IHSS service providers to use these volunteers in delivering
their contracted services. Conversely, a number of IHSS service providers, CSR groups and even
DIMIA staff did not fully appreciate the way in which it was envisaged that CSR groups would operate
and relate to other service providers. In at least one State this is still the case today.
Staff changes, a clear understanding of the roles and responsibilities of CSR groups, contract content,
insufficient training and information and the delay in awarding the SSP contract could all be cited as
contributing factors to the slowness in the CSR service becoming fully operational. Some
State/Territory Coordinators had only just taken up their jobs. In others recruitment was still underway.
This meant that the responsibility for recruiting, registering and training CSR groups remained with
DIMIA State offices. Therefore it is difficult to comment on whether the CSR service will operate
effectively in the longer term.
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Evaluation of the Integrated Humanitarian Settlement Strategy 27 May 2003