Appendix A
Humanitarian Settlement Program
Case Management Guidelines
Introduction
The Humanitarian Settlement Program (HSP) aims to build the skills and knowledge for social
and economic well-being of refugees and humanitarian entrants.
The HSP delivers Settlement Services to Clients through a tailored, needs-based case
management approach.
The HSP Case Management Framework
The HSP Case Management Framework consists of six core stages:
Although it is displayed as a linear process, in practice the stages of the HSP Case Management
Framework will often overlap.
Under the HSP Case Management Framework, the Case Manager is the central point of contact
and assumes overall and ultimate responsibility for the management of the delivery of Settlement
Services to Clients.
The relationship with the Case Manager is the foundation on which the HSP case management
process is based, working in partnership with Clients and other service provider personnel, case
workers and professionals involved in supporting the Client.
Service Delivery Principles
The Service Delivery Principles which guide the delivery of the HSP are set out in the below
Table 1.
Table 1: Service Delivery Principles
Service Provider principles
Professionalism
Service Provider must provide Settlement Services with appropriately trained and
skilled Case Managers and Personnel who deliver Settlement Services in
accordance with relevant professional and industry standards, codes, and
guidelines.
Collaboration
Service Provider must work collaboratively with other service providers and
professionals involved with a Client to ensure the best possible Settlement
Outcomes for that Client. Service Provider Personnel must communicate
effectively, and work transparently, cooperatively and professionally with any other
case managers or professionals who deal with the Client. It is vital that the Service
Provider works together in a coordinated, cooperative and transparent manner in
the best interests of the Client, and in order to facilitate seamless pathways
between services.
Resourcefulness
Service Provider must draw upon all available resources, both formal and informal,
to provide support in the most cost effective manner.
Confidentiality
Client confidentiality must be maintained at all times in accordance with legislative
and Contract requirements.
Culturally
appropriate
Service Provider Personnel must have the skills to work appropriately with Clients
from culturally and linguistically diverse backgrounds. Service Providers must be
sensitive to, and respectful of, the cultural and linguistic background as well as the
spiritual/religious values of Clients. Information must be communicated accurately
to Clients and Clients must have the opportunity to communicate their needs in the
language of their choice.
Accountability
Service Provider must ensure that services, including subcontracted and
Purchased Services, are delivered to the standard of skill, care and diligence
expected of an expert professional provider of similar services and in accordance
with these Service Delivery Principles.
Innovation
Improvements in service delivery must be made by Service Provider wherever
possible by identifying and responding to gaps and barriers, and maximising
effective use of resources.
Client interface principles
Client-centred
Outcome goals and activities are developed in collaboration with the Client and
are tailored to each Client’s needs and personal circumstances.
Respect
Clients are individuals who have the inherent right of respect of their human worth
and dignity.
Client
participation
Clients are active participants in the case management process.
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Table 1: Service Delivery Principles
Life strengths
approach
Each individual has strengths that must be the focus of the interaction between the
Case Manager and the Client. The delivery of Settlement Services must draw
upon Client strengths, with the aim of assisting Clients to participate fully and
independently in the Australian society and economy.
Flexibility
Settlement Services are delivered in a way that suits individual Client needs and is
varied according to the changing needs of the Client. This tailored case
management approach identifies the need for, and prioritises, early intervention
strategies as required.
Children and
young people
The best interests of children and young people are considered as a priority.
A central point of
contact
The Client has one Case Manager who is the central point of contact and assumes
overall responsibility for the duration of the delivery of Settlement Services.
Quality and
continuity of care
Settlement Services must be delivered in an orderly and uninterrupted manner and
Clients are satisfied with both the interpersonal aspects of care and the
coordination of the care they receive.
Sustainable client
outcomes
Settlement Services must focus on achieving sustainable Client Settlement
Outcomes by developing Client skills and competency, supporting realistic
expectations and transitioning Clients to independence, other settlement services
and/or mainstream service systems.
Regular
engagement
Case Managers must regularly engage with Clients to build rapport, and to identify
and address changing needs of Clients.
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1. Intake
Clients will be referred to Service Providers through the HSP System as per the HSP Statement of
Requirement (SOR).
2. Arrival
The Case Manager must commence a Pre-Arrival Assessment prior to a Case arriving in Australia.
As part of the Pre-Arrival Assessment the Case Manager must assess the immediate on-arrival
needs of the Case, considering the Immediate Deliverables. Refer to Table 2 for guidance. The
Case Manager must ensure the Immediate Deliverables (as per Table 2) are delivered as required.
Not all Immediate Deliverables will necessarily be required for all Clients.
The Service Provider must record certain aspects of the Pre-Arrival Assessment in the HSP System
in accordance with the Mandatory Data fields.
Special Humanitarian Program Cases
To support Special Humanitarian Program (SHP) Cases, the Case Manager must conduct a PreArrival Assessment with the Proposer (where possible, in person) to determine their capacity to
support the Case.
Generally, Proposers will provide settlement support to SHP Clients. However, where a Proposer
does not have capacity, the Service Provider must provide the Settlement Services to SHP Clients.
Unaccompanied Humanitarian Minors
Where possible, the Case Manager must conduct a Pre-Arrival Assessment for all Immigration
(Guardianship of Children) Act 1946 (IGOC Act) Unaccompanied Humanitarian Minors (UHM) (and
in some states non-IGOC UHMs) in consultation with the relevant state or territory child welfare
agency/child service provider, or the carer, to ensure there are no gaps or duplication of services.
3. Planning
3.1 Case Management Plan
The Case Manager must develop a Case Management Plan for each Client, including dependent
family members and children, within:

three weeks of that Client arriving in Australia for Clients referred directly through the
Humanitarian Program; or

five Business Days of the Service Provider receiving approval from the Department or
referral through the HSP System for all other Clients (i.e. Specialised and Intensive
Services Clients).
Clients must be provided with the opportunity to actively participate in the development of the Case
Management Plan. Clients must be treated as full partners in the planning process and be given
adequate opportunity to provide input and make their own assessment on different issues. The Case
Manager must provide Clients with a full explanation of the Settlement Services and the role of the
Service Provider and the Department.
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The Service Provider must keep a record of the detailed Case Management Plan in their own
system, which must be made available to the Department upon request.
The Service Provider must record certain aspects of the Case Management Plan in the HSP System
in accordance with the mandatory data fields.
Table 3 outlines the Case Management activities which must occur for all Clients.
The ‘Planning’ stage involves:
3.2 Client Tiering; and
3.3 Foundation Settlement Services.
3.2 Client Tiering
As a part of developing the Case Management Plan, the Case Manager must classify Clients into
the most appropriate Tier, in accordance with Table 4, according to the Client’s level of need and
the complexity of their circumstances.
Where there is a change in circumstance, the Case Manager may change a Client’s Tier.
Table 4: Client Tiering
Tier
Client characteristics
Tier 1
Approval by
Department
not required
Tier 1 Clients generally present with the knowledge and skills required to settle into their
new community with minimal assistance from a Service Provider.
Tier 1 Clients will generally present with basic English language and:

no significant health issues (identified through the pre-departure health check or on the
Client’s arrival in Australia)

no significant torture or trauma

no significant culture shock or displacement concerns

education and/or employment experience.
For example, a Client with basic English proficiency who has some work experience, but
requires some Settlement Services to assist in connecting to mainstream services, orienting
to Australia and navigating employment pathways.
Tier 2
Approval by
Department
not required
Tier 2 Clients are likely to have experienced high levels of poverty, trauma, language and/or
education barriers or health issues.
Tier 2 Clients may present with:

high levels of poverty, trauma and health impacts arising from persecution,
discrimination, displacement, nutritional deprivation and inadequate medical care

homesickness, culture shock and/or a sense of social dislocation affecting the ease with
which they settle

protracted periods spent in refugee camps or other precarious living conditions before
coming to Australia and may have no experience of renting a home

low levels of formal education

little to no English proficiency or may not be literate in their own language
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Tier
Client characteristics

limited work experience, or their experience or qualifications are not recognised (or not
relevant) in Australia’s employment environment.
For example, a Client with no English language who has been displaced and unemployed
for several years.
The majority of Clients are likely to be identified as Tier 2.
Tier 3
(Specialised
and
Intensive
Services)
Approval by
Department
required
Tier 3 Clients display an inability to independently engage with appropriate supports and
may be impacted by multiple and complex barriers.
Clients in this Tier will display an inability to independently engage with appropriate
supports and will be impacted by one or more of the following:

disability*: physical, intellectual or psychiatric

severe, critical, long term and/or unmanaged health needs*

mental health issues* that significantly impact daily life, for example anxiety, depression,
schizophrenia, post-traumatic stress disorder, suicidal thoughts, risk of self-harm

homelessness or housing instability, for example:
o primary homelessness, such as sleeping rough or living in an improvised dwelling
o secondary homelessness, including staying with friends or relatives and with no other
usual address and people staying in specialist homelessness services
o risk of homelessness
o housing that is inappropriate due to a person’s disability

domestic and family violence^

child and youth welfare concerns, for example:
o risky or anti-social behaviour, substance abuse or disengagement from educational
activities
o child protection issues such as physical, sexual and/or emotional abuse, neglect,
underage forced marriage or other
o parenting concerns
o developmental concerns*

other issues as identified.
For example, a Client presenting with significant mental health issues resulting in
disengagement with mainstream support services and social isolation.
*may be diagnosed or undiagnosed.
^domestic and family violence occurs when someone tries to control their partner or other family/household
members in ways that intimidate or oppress them:
o Controlling behaviours can include threats, humiliation (‘put downs’), emotional abuse, physical assault,
sexual abuse, financial exploitation or deprivation and social isolation.
o Family violence means conduct, whether actual or threatened, by a family member towards the person,
other family members and/or their property that causes the person to fear for their personal well-being
and/or safety
Domestic violence can include physical, emotional and/or psychological violence to someone who is not a
family member, for example, co-tenants and people in shared housing situations.
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3.3 Foundation Settlement Services
The Case Manager must assess a Client’s needs and goals against the Settlement Outcomes,
considering the Foundation Settlement Services that may be required. Refer to Table 5 for
guidance.
The Case Management Plan must identify the Settlement Services required to achieve the
Settlement Outcomes for each Client. Case Managers must identify with the Client any barriers to
achieving Settlement Outcomes and develop strategies to overcome these obstacles, where
possible.
Orientation
A key component of the HSP is the participation in, and completion of, Orientation. In establishing a
Case Management Plan, the Case Manager must assess each Client’s* current proficiency against
the Key Outcomes of Orientation (outlined in the Orientation Facilitators’ Guidelines). The Case
Manager must record this information along with an assessment of the Client’s learning capacities,
(i.e. any barriers that may impact a Client’s ability to meet the ‘application’ stage, such as learning
disabilities) in the HSP System. Key Outcomes are written at three levels: ‘awareness’, ‘knowledge’
and ‘application’. Refer to the Orientation Facilitators’ Guidelines for further information.
*Clients aged 15 and above are eligible to receive Orientation.
4. Implementation
To implement the Case Management Plan, Case Managers should work in partnership with the
Client, other Service Provider Personnel, including case workers, bilingual support staff and
volunteers and other case managers (such as jobactive or AMEP providers) and professionals to
achieve Settlement Outcomes.
Implementation can take the form of:

Direct service provision – involves the Case Manager delivering support and services to the
Client, either directly or supported by other Service Provider personnel.

Service Coordination – involves the Case Manager working collaboratively with Service
Provider Personnel, other service providers and professionals. This may include referring
a Client to another service and ensuring the Client has been accepted for assessment by
that service.

Advocacy – involves the Case Manager intervening so that the Client receives access to
a required service and also includes assisting Clients to develop their own advocacy
skills.
The Service Provider must enter confirmation of the completion of Foundation Settlement
Services (where relevant) into the Mandatory Data fields in the HSP System.
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5. Monitoring
Case Managers, with support from other Service Provider Personnel (as appropriate), must maintain
regular contact with Clients to:

track Client progress against the Case Management Plan;

record achievements and/or completion;

reassess Client needs and goals and amend the Case Management Plan accordingly; and

seek Client feedback about their experiences.
The Case Manager should maintain regular contact with Clients based on risk factors.
If during the monitoring process, the Case Manager identifies gaps or barriers to progressing
Settlement Outcomes, the Case Manager must work with Clients to overcome them.
Where specialist service requirements are identified, and cannot adequately be addressed through
the HSP, the Case Manager must take timely and appropriate action to meet those needs, such as
referring to other specialist services.
The ‘Monitoring’ stage involves:
5.1 Formal reviews; and
5.2 Settlement Outcomes reporting.
5.1 Formal reviews
The Case Manager must undertake formal reviews of the Case Management Plan:


For Tier 1 and 2 Clients at:
o
six (6) months following establishment of the Case Management Plan; and
o
Exit from the HSP.
For Tier 3 Clients at:
o
three (3) months following establishment of the Case Management Plan;
o
six (6) months following establishment of the Case Management Plan*; and
o
at Exit from the HSP.
If a Tier 3 Client is ready to be Exited from the HSP at six (6) months following establishment
of their Case Management Plan, the Exit review must replace the six (6) month review.
*Where a Client still requires Specialised and Intensive Services at the Tier 3 level after six (6)
months, the Service Provider must seek approval from the Department to extend the period of
Specialised and Intensive Services through the HSP System. This should be undertaken as a
part of the Client’s 6 month formal review.
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5.2 (Data Exchange) Settlement Outcomes reporting
The Service Provider must report on a Client’s Settlement Outcomes in the HSP System at each
formal review. This includes:

assessing a Client’s level of achievement under each Settlement Outcome in accordance
with the Settlement Outcomes Reporting at Table 6.

assessing a Client’s progress against the Key Outcomes of HSP Orientation in accordance
with the Orientation Facilitators’ Guidelines (although this can also be undertaken outside
a formal review).
6. Exit
The Service Provider must, during the Contract Period, provide Settlement Services to each Client
that has been referred to it through the HSP System until the earlier of:

all of the Client’s Settlement Outcomes being met as per the Client’s Case Management
Plan; or

the Department notifying the Service Provider of approval for Settlement Services to cease,
or no longer to be provided by the Service Provider to that Client.
It is expected that most Tier 1 and Tier 2 Clients will be provided Settlement Services through the
HSP for up to 18 months. The duration of delivery of Specialised and Intensive Services may vary
according to the Tier 3 Client’s needs.
6.1 Exit interview and Client survey
The Case Manager must conduct a face-to-face (where possible) Exit interview with all Clients prior
to their Exit from the HSP. The Exit interview must confirm the Client has met all of their Settlement
Outcomes. As part of the Exit interview, the Case Manager must undertake a risk assessment and
prepare a risk mitigation strategy. This may incorporate referral to other relevant services such as
those funded under the Settlement Grants Program.
Clients must be asked to complete a Client survey seeking their views on the Settlement Services
provided through the HSP prior to Exit. A qualified translator or bilingual worker (not directly involved
in the Case) must be provided to assist Clients not sufficiently proficient in English to complete the
survey. The Service Provider must make the survey results available to the Department on request.
The Service Provider must record certain aspects of a Client’s Exit from the HSP in the HSP
System, in accordance with the Mandatory Data entry fields.
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Table 2: Immediate Deliverables
On arrival to Australia
(within 12 hours)
Pre-arrival to Australia
Stage
SOR
Ref
Activities
Outputs
Considerations
7.2a
The Service Provider must ensure that the Case
Manager completes a Pre-Arrival Assessment for each
Case to identify on-arrival needs prior to arrival in
Australia, based on information provided by the
Department through the HSP System, or by the
Proposer, in accordance with the Case Management
Guidelines
A Case has a PreArrival Assessment in
place prior to arrival









7.3a
and e
The Service Provider must provide Transit Assistance
to a Group requiring help with their connecting flights
or onward travel arrangements

A Group arrives at final
destination


7.3b-e
The Service Provider must provide accommodation at,
or close to, the airport to all Groups who are in transit
for more than eight hours between their arrival in
Australia and onward travel
A Group arrives at final
destination
 Accommodation must be a minimum of two-and a-half star
hotel rating and have adequate beds for all members of the
Group.
 Accommodation for medical escort
7.3g
The Service Provider must meet each Group on arrival
to Australia no later than the arrival time as per the
Group’s travel itinerary
A Group is met and
welcomed on arrival to
Australia
 Travel itinerary as notified in the HSP System
 Airside airport access and assistance through customs and
quarantine and other airport processes
 Number of Clients in the Group and luggage
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Pre-arrival health assessments
Client mobility and accessibility requirements
Family composition
Cultural and religious needs
Nutritional, hygiene, clothing needs
Transit Assistance
Transport
Accommodation
Proposer’s capacity to assist the Case
Number of Clients in the Group and appropriate transport
vehicle
Baby seats and child restraints
Food/refreshment through transit period
On arrival to Australia
(within 12 hours)
Stage
SOR
Ref
Activities
7.3h
The Service Provider must address the Group’s
immediate on-arrival cultural and religious needs
7.3i
The Service Provider must meet the Group’s immediate
on-arrival needs for food, essential clothing/footwear and
personal hygiene
7.3j
The Service Provider must arrange transport for the
Group and their belongings to suitable accommodation
that meets the requirement set out in the Guidelines for
Accommodation Standards and Conditions
7.3m
7.3n
Outputs
A Group’s immediate
cultural and religious,
nutritional, hygiene,
clothing and footwear
needs are met
A Group is transported
to suitable
accommodation
The Service Provider must provide the Group with
visual aids and details of emergency services and how
to contact such emergency services (in the Group’s first
language)
The Service Provider must provide property induction,
including safety instructions and emergency plan for the
accommodation (in the Group’s first language)
7.3o
The Service Provider must provide visual aids and
details of how to access an interpreter (in the Group’s
first language)
7.3q
The Service Provider must provide the Group with a
mobile phone to make and receive calls for the first six
weeks of their arrival in Australia
A Group knows what to
do in an emergency
situation
Considerations
 Country of origin
 Cultural sensitivities for appropriate interpreter i.e. female
interpreter may be more appropriate for women at risk
 Access to a prayer room




Cold weather clothing
Sanitary items
Food/refreshment
Baby items
 State or territory motor vehicle and licensing standards
 Number of Clients in the Group and appropriate transport
vehicle/s
 Baby seats and child restraints
 Client mobility and accessibility requirements (may need to
transport Client in a wheelchair)




Emergency services
Dialing triple zero (not ‘O’)
Asking for an interpreter in their language
Knowing what their address is for emergency services




How to use certain appliances
Importance of fire alarms
Safe evacuation location
Use of keys and locks
 Free Interpreting Services
 Translating and Interpreting Services (TIS National)
A Group has a phone to
make and receive calls
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 Group may arrive with their own mobile phones; ensure
they understand costs of international roaming
 Key numbers (emergency contacts, Service Provider
contacts)
Stage
SOR
Ref
Activities
7.3s
The Service Provider must address any immediate
health needs (within 72 hours of arrival in Australia) of
the Client appropriately
On arrival to Australia (within 12 hours)
7.3t
7.3v
Outputs
Considerations
A Client's immediate
health needs are met
 Ask Clients how they are feeling
 Separate transport may be required for Client with
immediate health needs
 Accompany medical escort to handover appointment with
local health service
The Service Provider must hire Mobility Aids for Clients
who require them from the date of the Client’s arrival in
Australia for a maximum period of four weeks (28
calendar days)
 Walking sticks, crutches, walking frames, non-electric
wheel chairs
The Service Provider must arrange accommodation for
the Group in a property that meets the standards and
conditions set out in the Guidelines for Accommodation
Standards and Conditions
 Guidelines for Accommodation Standards and Conditions
 Service coordination with local real estate agents, housing
providers, government housing support
 Client mobility and accessibility requirements
 Location of Client links
 Cultural sensitivities for living arrangements
 Proximity to local services
7.3w
The Service Provider must arrange and pay the full
costs for suitable accommodation including utilities
(known as Initial Accommodation Support (IAS)) for all
Groups when they need to reside in accommodation
(that is they are not residing with their Proposer, Link,
family or friends) for their first 28 days in Australia that
meets the standards and conditions set out in the
Guidelines for Accommodation Standards and
Conditions.
7.3aa
The Service Provider must arrange a package of
culturally appropriate goods, (including fresh food
products, essential personal hygiene items, basic
cleaning products, and baby products if applicable) for
the Group’s arrival at the accommodation
A Group has suitable
accommodation
A Group has full
accommodation costs
paid for, for their first 28
days in Australia
A Group has culturally
appropriate goods on
arrival at
accommodation
12
 Guidelines for Accommodation Standards and Conditions
 Ability of Group to continue to pay accommodation costs
following the IAS period




Mix of food and vouchers, as appropriate
Prepared food and staples
Goods to last for seven days
Package includes: fresh food products, essential personal
hygiene items, basic cleaning products, and baby products
(where applicable)
Stage
SOR
Ref
Activities
The Service Provider must arrange appointments, including
assistance with document preparation and transport, for the
Group to:
7.4a

register with Centrelink;

register with Medicare; and
Considerations
A Client is registered
with Centrelink,
Medicare and bank
within three business
days of their arrival
 The following activities may form part of Settlement
Services Orientation:
o educating Clients on local shops, transport (including
road safety), as part of registration process
o educating Clients on local transport options, as part
of registration process
Orientation:

Post arrival to Australia
Outputs
open a bank account with an institution registered with
the Australian Prudential Regulation Authority (APRA)
within three (3) Business Days of that Client arriving in
Australia
7.4c
The Service Provider must register a Client’s Health
Undertaking with the health undertaking service within one
week of that Client arriving in Australia
A Client is registered
with the health
undertaking services
within one week of
arrival
7.4d
The Service Provider must support the Client to manage any
critical health appointments (for health needs that arise prior to
their health assessment)
A Client’s critical
health needs are
managed
The Service Provider must commence the Settlement Services
Orientation, (including orientation to local services) in
accordance with the Orientation Facilitators’ Guidelines and
support the Client to participate
A Client knows
where their
immediate local
services are
7.4e
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 Transport to appointment
 Client mobility restrictions and accessibility
requirements
 Use of an interpreter
 Orientation Facilitators’ Guidelines
 Accessing local shops, services, transport
 Providing information in the Client’s first language
Table 3: Case Management
SOR
Ref
Activities
The Service Provider must ensure that the Case Manager develops
a Case Management Plan for each Client in accordance with the
Case Management Guidelines within:
i.
three (3) weeks of that Client arriving in Australia for Clients
referred directly through the Humanitarian Program; or
ii.
five (5) Business Days of the Service Provider receiving
approval from the Department or referral through the HSP
System for all other Clients (i.e. Specialised and Intensive
Services Clients)
6.3e
6.3g
The Service Provider must ensure that the Case Manager classifies
each Client into a Tier in accordance with the Case Management
Guidelines. Where there is a change in circumstances, the Case
Manager may change a Client’s Tier classification in accordance
with the Case Management Guidelines
6.3h
The Service Provider must ensure that the Case Manager regularly
reviews and monitors each Client’s Case Management Plan
6.3i
The Service Provider must ensure that the Case Manager
undertakes formal reviews of each Client’s Case Management Plan
in accordance with the Case Management Guidelines and:
i.
for Tier 1 and 2 Clients at:
A. six (6) months following establishment of the Case
Management Plan; and
B. Exit from the HSP; and
ii. for Tier 3 Clients at:
A. three (3) months following establishment of the Case
Management Plan;
B. six (6) months following establishment of the Case
Management Plan; and
C. at Exit from the HSP.
Outputs
Considerations
 Case Management Guidelines
A Client has a Case
 Assess Client’s needs and goals
Management Plan
 Assess Client’s proficiency against Key Outcomes under each
in place
Orientation topic
A Client is Tiered
according to their
level of need
A Client’s Case
Management Plan
is up to date
14
 Table 4: Client Tiering
 Change in circumstances may change a Client’s Tier
 Changes in Client needs and/or goals
 Change in circumstances may change a Client’s Tier
 Orientation Facilitators’ Guidelines
 Table 6: Settlement Outcomes reporting
SOR
Ref
Activities
6.3k
The Service Provider must report on a Client’s (Data Exchange)
Settlement Outcomes in the HSP System at each formal review
6.3n
The Service Provider must ensure that, once a Client has achieved
the Settlement Outcomes as set out in their Case Management
Plan, the Case Manager must Exit the Client from the HSP in
accordance with the Case Management Guidelines
Outputs
A Client is Exited
from the HSP
15
Considerations
 Client survey
 Links to mainstream support services
 Links to Settlement Grants Programs
Table 5: Foundation Settlement Services
Stage
SOR
Ref
Activities
8.2a
The Service Provider must deliver Housing
Orientation in accordance with the
Orientation Facilitators’ Guidelines and
support the Client to participate
8.2b
The Service Provider must assist a Group to
enter into a lease of at least six months (12
months preferred) on a property that meets
the standards and conditions set out in the
Guidelines for Accommodation Standards
and Conditions
Housing
8.2d
8.2f
The Service Provider must support a Group
to apply for relevant government assistance
where required, e.g. rental assistance,
government bond
The Service Provider must prior to expiry of
a Group’s initial lease support a Group to:
i. renew/extend their lease agreement for
a minimum of a further six month’s
duration (twelve months preferred); or
ii. source and secure a new lease
agreement for a minimum of a further
six month’s duration (twelve months
preferred); and
iii.
8.2g
8.2i
Outcomes
Considerations
 Orientation Facilitators’ Guidelines
Engagement and coordination with housing services:
 Advocating understanding of Clients’ backgrounds and likely lack of
rental history
 Client expectations, including standard of affordable housing
 Advocating that real estate agents/housing providers use interpreters
Housing:
 Guidelines for Accommodation Standards and Conditions
A Client is in secure and
suitable accommodation
A Client can navigate the
housing market to secure
and maintain suitable
rental accommodation
 Private rental searches and applications
 Arranging removalist services
 Negotiations with real estate agents
Client education:
 Securing bond and rent in advance
 Tenancy rights and responsibilities
 Ability to independently source accommodation in the future
 Public/community housing, rental assistance, government bonds
 Orientation to new suburb, change of address with various agencies,
connection of utilities.
provide removal of a Group’s
possessions to the new property
 Homelessness or housing instability
BHG:
The Service Provider must source Crisis
Accommodation for Clients/Groups who
require it
 Guidelines for Basic Household Goods
 BHG is appropriate to the needs of the family
 BHG associated warranties and steps to take in the event of broken/
non-functioning items
The Service Provider must provide Basic
Household Goods (BHG) in accordance with
the Guidelines for Basic Household Goods
16
Stage
SOR
Ref
Activities
Outcomes
Considerations
Engagement and coordination with health services:
 Availability, affordability and proximity of health services
 Understanding of Australian health system and accessibility of services
 Cultural competencies and understanding of health practitioners
 Advocating that health providers use professional NAATI credentialed
interpreters
Disability:
 Education on the condition, the role of various services and waiting lists
Physical and Mental Health and Wellbeing
 Linkage to respite services or carers support services
 Engage with an occupational therapist and ensure appropriate aids are
provided, including modifications to the home if necessary
 Support to access the National Disability Insurance Scheme (NDIS)
8.3a
The Service Provider must coordinate and
support attendance at health appointments,
including health assessments (within 28 days of
the Client’s arrival in Australia) and specialised
health services
 Assist in NDIS planning, ensuring articulation of goals, including funding for
A Client can use
interpreters, transport, mobility equipment, case coordination and carer
services and
support as appropriate
implement
 Physical health:
strategies to
improve or maintain  Navigate and understand general health and medical services and develop
ability to engage independently post-HSP
physical and mental
health and lifestyle  Understanding of their condition, treatment, medication regime and the role
of relevant medical services
 Early childhood health and immunisations
Mental health:
 Engage with local GP for mental health assessment and plan
 Engage with psychiatrist/psychologist
 Linkages to counsellor and encourage engagement
 Support for managing addictions including drugs, alcohol, and gambling
 Referral to Program of Assistance for Survivors of Torture and Trauma
(PASTT) services
8.3b
The Service Provider must deliver Health
Orientation in accordance with the
Orientation Facilitators’ Guidelines and
support the Client to participate
 Orientation Facilitators’ Guidelines
17
Community Participation and
Networking
Managing
Money
Stage
SOR
Ref
Activities
Outcomes
Considerations
8.4a
The Service Provider must deliver Money
Orientation in accordance with the
Orientation Facilitators’ Guidelines and
support the Client to participate
A Client can
manage and
access finances
 Orientation Facilitators’ Guidelines
8.5a
The Service Provider must deliver Feeling at
Home in Australia Orientation in accordance
with the Orientation Facilitators’ Guidelines
and support the Client to participate
A Client knows
about the
Australian way of
life and values
 Orientation Facilitators’ Guidelines
 Experiences of racism and social isolation
The Service Provider must support the Client
to participate in local groups, activities or
community events
A Client can
develop and
maintain links with
local communities
and continue
cultural practices
A Client can safely
use transport
 Orientation Facilitators’ Guidelines
8.5b
Family Functioning and Social Support
8.5c
The Service Provider must deliver Transport
Orientation in accordance with the
Orientation Facilitators’ Guidelines and
supportthe Client to participate
 Engagement with local community groups and programs
 Explore areas of interest and provide linkages to recreational activities
 Facilitate links and encourage active participation
 Links with Settlement Grants Programs
 Engagement and coordination with local and government family support
services
8.6a
The Service Provider must support a Client to
access family support services
8.6b
The Service Provider must deliver Family
Functioning and Social Support Orientation in
accordance with the Orientation Facilitators’
Guidelines and support Client to participate
 Access to translating and interpreting services
A Client can access
 Family counselling or mediation services
government
services and other
 Parenting education or support services
support
 Child and youth welfare concerns including child protection, anti-social
behaviour
A Client can utilise  Domestic and family violence support services
translating and
 Ageing related issues including ageing family member with high care needs
interpreting
services
 Orientation Facilitators’ Guidelines
18
Education and Training
Language
Services
Justice
Stage
SOR
Ref
Activities
Outcomes
Considerations
8.7a
The Service Provider must deliver Australian
Law Orientation in accordance with the
Orientation Facilitators’ Guidelines and support
the Client to participate
A Client knows they have
legal rights and
responsibilities and how to
obtain legal assistance
 Orientation Facilitators’ Guidelines
8.8a
The Service Provider must register a Client
with appropriate English language learning
opportunities
 Engagement and coordination with AMEP/SEE providers and
other local services
Client participates in AMEP
and other English language
learning
8.8c
The Service Provider must support the Client
to attend English language lessons
8.9a
The Service Provider must deliver Education
Orientation in accordance with the Orientation
Facilitators’ Guidelines and support the Client
to participate
8.9b
The Service Provider must support the Client
to apply for and enrol in relevant education and
training
8.9c
The Service Provider must enrol school-aged
Clients in primary or secondary school as soon
as possible and no later than six weeks after
arrival in Australia
Client is enrolled in
mandatory education
The Service Provider must facilitate
recognition of pre-arrival skills and
qualifications
Client has sought recognition
of pre-arrival skills and
qualifications
8.9d
Client can apply for and
participate in relevant
education and training
 Local English language classes or conversational groups
 Factors that impact on attending language classes may
include: health concerns; employment; caring for children and
other immediate family members; transport; availability of
classes; fulfilling Mutual Obligation Requirements
 Orientation Facilitators’ Guidelines
 Engagement and coordination with education providers,
including schools, universities, TAFEs
19
 Education level and experience before arriving in Australia
 Special learning needs for children, young people and adults
 Limited knowledge of education pathways
Employment
Stage
SOR
Ref
Activities
8.10a
The Service Provider must deliver Employment
orientation in accordance with the Orientation
Facilitators’ Guidelines and support the Client
to participate
8.10b
The Case Manager must attend the first
employment services appointment with a
Client and contribute to employment planning
8.10c
The Case Manager must assist the Client to
implement identified employment strategies,
for example engaging in jobsearch activities
8.10d
The Service Provider must support the Client
to access support services for establishing a
business
Outcomes
A Client can engage with
employment services and
seek and apply for jobs
A Client is on a pathway to
achieve their employment
goals
A Client can access support
services for establishing a
business
20
Considerations
 Orientation Facilitators’ Guidelines
 Engagement and coordination with employment providers,
including jobactive, Disability Employment Scheme, Friendly
Nations Initiative employers, and other local employers
 Previous employment experience
 Exiting skills and qualifications
 Job-readiness, including foundation skills and English
language proficiency
 Youth employment pathways
 Fulfilling jobactive Mutual Obligation Requirements
Table 6: (Data Exchange) Settlement Outcomes Reporting
Service Providers must report on Client’s Settlement Outcomes in accordance with this Table 5. It is planned in the future this data will feed into the
Department’s Data Exchange (DEX) for standardised cross-program performance reporting.
Service Providers will, over time, be able to access this data through DEX (at https://dex.dss.gov.au/) to generate reports to help inform service
delivery.
Circumstance rating scale
A five-point rating scale is used to report changes in Client Settlement Outcomes as per the below table. For each Settlement Outcome:

Rating = 1 is used to report that the Client’s current circumstances are having a significant negative impact on their independence,
participation and wellbeing. For example, a significant negative impact of poor family functioning on the family’s wellbeing; or a significant
negative impact of a lack of safe housing on an individual’s independence.

Rating = 2 is used to report that the Client’s current circumstances are having a moderate negative impact on their independence,
participation and wellbeing. For example, a moderate negative impact of physical health issues on their independence; or a moderate negative
impact of family safety on the family’s wellbeing.

Rating = 3 is used to report that the Client’s current circumstances are in a ‘middle ground’ between the significant/moderate negative impacts
(indicated by Ratings 1 and 2) and the adequate circumstances over the short and medium term (indicated by Ratings 4 and 5). For example
progress towards improving a Client’s community participation without having reached a point where the Client’s current circumstances are
adequate over the short or medium term.

Rating = 4 is used to report that the Client’s current circumstances are adequate over the short term to support their independence,
participation and wellbeing. For example, adequate access to money to meet basic needs in the short-term; adequate family functioning to
support the family’s wellbeing in the short-term.

Rating = 5 is used to report that the Client’s current circumstances are adequate and stable over the medium term to support their
independence, participation and wellbeing. For example, adequate and stable money management to support a Client’s independence;
adequate and stable family functioning to support the family’s wellbeing.
21
Settlement Outcomes
Housing
1:
No progress in
achieving outcome
Significant negative
impact of poor housing
on independence,
participation and
wellbeing
e.g. ‘rough sleeping’
2:
3:
4:
5:
Outcome fully
achieved
Adequate ongoing
housing stability to
support independence,
participation and
wellbeing
e.g. stable private rental
or social housing
Moderate negative
impact of poor housing
on independence,
participation and
wellbeing
e.g. living in severe
overcrowding; or at
significant risk of
tenancy failure
Progress towards
housing stability to
support independence,
participation and
wellbeing e.g.
supported transitional
housing
Adequate short-term
housing stability to
support independence,
participation and
wellbeing e.g.
supported transitional
housing
Significant negative
impact of poor physical
health on
independence,
participation and
wellbeing
Significant negative
impact of poor mental
health, wellbeing and
self-care on
independence,
participation and
wellbeing
Significant negative
impact of poor
understanding of
Australia’s legal system
on independence,
participation and
wellbeing
Significant negative
impact of poor ageappropriate
development on
independence,
participation and
wellbeing
Moderate negative
impact of poor physical
health on
independence,
participation and
wellbeing
Moderate negative
impact of poor mental
health, wellbeing and
self-care on
independence,
participation and
wellbeing
Moderate negative
impact of poor
understanding of
Australia’s legal system
on independence,
participation and
wellbeing
Moderate negative
impact of poor ageappropriate
development on
independence,
participation and
wellbeing
Progress towards
improving physical
health to support
independence,
participation and
wellbeing
Progress towards
improving mental
health, wellbeing and
self-care to support
independence,
participation and
wellbeing
Progress towards
improving
understanding of
Australia’s legal system
independence,
participation and
wellbeing
Progress towards
improving ageappropriate
development to support
independence,
participation and
wellbeing
22
Sustained initial
improvements in
physical health to
support independence,
participation and
wellbeing
Adequate short-term
mental health, wellbeing
and self-care to support
independence,
participation and
wellbeing
Adequate ongoing
physical health to
support independence,
participation and
wellbeing
Adequate short-term
understanding of
Australia’s legal system
to support
independence,
participation and
wellbeing
Adequate short-term
age-appropriate
development to support
independence,
participation and
wellbeing
Adequate ongoing
understanding of
Australia’s legal system
to support
independence,
participation and
wellbeing
Adequate ongoing ageappropriate
development to support
independence,
participation and
wellbeing
Physical and mental
health and well-being
Physical health
Mental health and
wellbeing
Justice
Age-appropriate
development
Adequate ongoing
mental health, wellbeing
and self-care to support
independence,
participation and
wellbeing
Settlement Outcomes
Community
Participation &
Networking
Transport
Family Functioning
and Social Support
Managing Money
Language Services
Education & Training
1:
No progress in
achieving outcome
Significant negative
impact of poor
community participation
& networking on
independence,
participation and
wellbeing
Significant negative
impact of lack of
transport on
independence,
participation and
wellbeing
Significant negative
impact of poor family
and social support
functioning on
independence,
participation and
wellbeing
Significant negative
impact of poor money
management on
independence,
participation and
wellbeing
Significant negative
impact of poor English
language skills on
independence,
participation and
wellbeing
Significant
disengagement from
education
2:
3:
4:
Moderate negative
impact of poor
community participation
& networking on
independence,
participation and
wellbeing
Moderate negative
impact of lack of
transport management
on independence,
participation and
wellbeing
Moderate negative
impact of poor family
and social support
functioning on
independence,
participation and
wellbeing
Moderate negative
impact of poor money
management on
independence,
participation and
wellbeing
Moderate negative
impact of poor English
language skills on
independence,
participation and
wellbeing
Moderate
disengagement from
education
Progress towards
improving community
participation &
networking to support
independence,
participation and
wellbeing
Progress towards
improving ability to
utilise transport to
support independence,
participation and
wellbeing
Progress towards
improving family and
social support
functioning to support
independence,
participation and
wellbeing
Progress towards
improving money
management to support
independence,
participation and
wellbeing
Progress towards
improving English
language skills to
support independence,
participation and
wellbeing
Actively engaged in
education and/or
training
Adequate short-term
community participation
& networking to support
independence,
participation and
wellbeing
5:
Outcome fully
achieved
Adequate ongoing
community participation
& networking to support
independence,
participation and
wellbeing
Adequate short-term
ability to utilise transport
to support
independence,
participation and
wellbeing
Adequate short-term
family functioning and
social support to
support independence,
participation and
wellbeing
Adequate ongoing
ability to utilise transport
to support
independence,
participation and
wellbeing
Adequate ongoing
family functioning and
social support to
support independence,
participation and
wellbeing
Adequate short-term
money management to
support independence,
participation and
wellbeing
Adequate ongoing
money management to
support independence,
participation and
wellbeing
Adequate short-term
English language skills
to support
independence,
participation and
wellbeing
Appropriate short-term
engagement in
education and/or
training
Adequate ongoing
English language skills
to support
independence,
participation and
wellbeing
Appropriate long-term
engagement in
education and/or
training
23
Settlement Outcomes
Employment
Material well-being
1:
No progress in
achieving outcome
Significant
disengagement from the
labour market
2:
3:
4:
Moderate
disengagement from the
labour market
Actively engaged in
looking for work
Appropriate short-term
engagement in
employment
Significant negative
impact of lack of basic
material resources on
independence,
participation and
wellbeing
Moderate negative
impact of lack of basic
material resources on
independence,
participation and
wellbeing
Progress towards
stability in meeting
basic material needs to
support independence,
participation and
wellbeing
Adequate short-term
basic material
resources to support
independence,
participation and
wellbeing
24
5:
Outcome fully
achieved
Appropriate long-term
engagement in
employment
Adequate ongoing basic
material resources to
support independence,
participation and
wellbeing