The Journey
Issue27•Autumn2011
Emergency response
At the time of writing, the flooding across Australia is disastrous. Centrelink customers and staff have been affected
by the severe weather conditions across Queensland, New South Wales and Victoria.
Anne Holden, the Multicultural Service Officer in Toowoomba managed to get herself to work the day after the
inland tsunami hit town. Unable to get to her home in the Lockyer Valley for four days, Anne was ready for action at
work in her gym kit, which was the only clothing she had available. She lost no time serving those in need at the
Centrelink office and local evacuation centre.
Anne spoke of a newly arrived refugee family—a mother and her large family—whose home was destroyed in the
severe flash flood in Queensland. The home was uninhabitable, with sewerage floating through the house and the
furniture having either floated away or been destroyed. The woman and her children were in the evacuation centre
with nowhere to go. The community rallied and found her a new home and furniture so she was quickly able to
resettle. From disaster often comes a great sense of community!
The Government announced some measures for people affected by the floods including the Australian Government
Disaster Recovery Payment and the Disaster Income Recovery Subsidy. Unlike many Centrelink payments, the
Disaster Income Recovery Subsidy is available to people who are not permanent residents, including New Zealand
citizens and people resident in Australia on temporary skilled visas.
Centrelink has been providing services and support to people in affected areas and the Centrelink Multilingual Call
centre operated for extended hours during the crisis period.
For help in languages other than English with payments and services, customers can call the Centrelink Multilingual
Call centre on 13 1202 to speak to a staff member or to seek access to Centrelink’s social work service.
Foreword
Welcome to the autumn 2011 edition of The Journey.
This edition contains news on government initiatives to better deliver services to the community. There are a variety
of topics covered, from Centrepay to the new SMS Medicare office locator technology and a special feature on co-
location, to name a few.
We also showcase examples of the great work carried out in the community by Centrelink’s Multicultural Service
Officers in partnership with community organisations.
Centrelink is always on the lookout for opportunities to collaborate and extend a helping hand to assist those most in
need. Centrelink’s Place Based Service Initiative for Young Refugees in Broadmeadows, Victoria is a prime
example. The program assists young refugee job seekers and their families to engage better with their community,
access health services and learn about training courses and employment.
Centrelink helps communities from diverse cultural and linguistic backgrounds in many other ways as well.
Multicultural Service Officers participated in the Pathways to Collaboration and Partnership Symposium in Victoria,
where attendees shared research, information and innovative and inclusive approaches to working with communities
from refugee backgrounds.
As always we welcome your feedback on The Journey magazine or Centrelink’s services. You can email us at
multicultural.services.nat@centrelink.gov.au
Many thanks for your continued support. We look forward to better serving the multicultural community and
providing stories that are relevant and important to you.
Sam Campisi, National Manager
Centrelink Multicultural Services
Message from the Minister for Human Services
Welcome to the autumn edition of The Journey. As Minister for Human Services, I’d like to take this opportunity to
let you know about some new developments taking place within my portfolio that will benefit people from culturally
diverse backgrounds.
We are making significant progress towards co-locating offices and improving customer access to services provided
by Centrelink, Medicare Australia and the Child Support Agency. More than 30 offices have already been joined
together, or co-located, and are now offering services from each agency under one roof.
Another initiative improving service delivery to our customers is Centrelink’s Local Connections to Work program,
which provides hope and new skills for disadvantaged job seekers from a diverse cultural and linguistic background.
The program is showing fantastic results, providing assistance to almost 1400 customers. It was my great pleasure to
visit the Campsie Local Connections to Work office late last year and speak with staff who are delivering this tailored
service to those in need.
I am also proud to share with you examples of the ongoing efforts by Centrelink’s Multicultural Service Officers who
provide vital support to community groups and undertake some outstanding work out in the community. Recently, a
team of Multicultural Service Officers collaborated with Rural Service Officers to help isolated communities learn
about and access Centrelink services.
I hope you will find this edition of The Journey both informative and helpful.
The Hon. Tanya Plibersek, MP
Minister for Human Services
Minister for Social Inclusion
Centrelink Multicultural Advisory Forums
Forums Future Contact
meetings
Australian Capital Territory Multicultural Advisory TBA Richard Harman (02) 6219
Committee 3233
Northern Territory Multicultural Advisory Committee 13 May 2011 Cathy Solien (08) 8936 3617
Queensland Multicultural Advisory Committee 19 May 2011 Queenie Balaba (07) 3000
3236
New South Wales Multicultural Advisory Forum 31 May 2011 Berna Karadag (02) 9784
7307
Victoria Multicultural Advisory Committee 9 June 2011 Maria Axarlis-Coulter (03) 9963
9291
Western Australia Centrelink Multicultural Consultative 14 June 2011 Ljiljana Djordjevic (08) 9238
Forum 9012
Upcoming events
Date Event What is it?
5 March Tibetan New The Tibetan New year, also known as Losar, is the most important festival in the
Year Tibetan calendar.
8 March International A global day celebrating the economic, political and social achievements of women. In
Women’s Day some places like China, Russia, Vietnam and Bulgaria, it is a national holiday.
International Women’s Day was first celebrated in 1911.
9 March Lent Lent is the period of 40 days which comes before Easter in the Christian calendar,
traditionally a time of fasting and reflection. It begins with Ash Wednesday.
14 Sikh New Year Year 543. The Sikh calendar is called the Nanakshahi Calendar and takes its name
March from Guru Nanak, who founded the Sikh religion more than 500 years ago.
21 Harmony Day Harmony Day celebrates the cohesive and inclusive nature of our nation and promotes
March the benefits of cultural diversity. Schools, community groups and organisations across
Australia host Harmony Day events.
21 Nourouz New Nourouz means ‘new day’ in Persian and is a traditional festival of spring that has been
March Year celebrated for more than 3000 years by people from Iran and surrounding countries.
1 April Assyrian New Assyrians celebrate this day as their national festival.
Year
13–15 Thai New Year Songkran, the Thai New Year and Water Festival, is one of Thailand’s oldest and
April favourite festivals. Thai communities across Australia celebrate this festival with food,
crafts and performers.
14 April Tamil New Year Also known as Puthandu, this date is celebrated by Tamil communities.
19 April Pesach— Passover is one of the most important Jewish festivals. It commemorates the liberation
Passover by Moses of the Jewish people from slavery.
22–25 Easter Public holidays* on Good Friday (22nd) and for Easter Monday (25th). A Christian
April celebration of the resurrection of Jesus Christ.
25 April Anzac Day Commemorates the anniversary of the first major military action fought by Australian
and New Zealand forces during the First World War at Gallipoli in Turkey.
26 April Additional public 26 April is an additional public holiday (in most regions) because Anzac Day and
holiday Easter Monday fall on the same day.
*More information about public holiday payment arrangements can be found at www.centrelink.gov.au
To find out when Medicare offices are open over the holidays, go to www.medicareaustralia.gov.au
Our services made easier
Access more services under one roof
The summer edition of The Journey featured information about significant changes underway to make it easier for
customers to access Centrelink and Medicare Australia services.
Last year, the Australian Government announced 20 co-located offices that would bring more convenient services
closer to thousands of Australians.
The Hon. Tanya Plibersek, MP, Minister for Human Services and Minister for Social Inclusion, announced in
November 2010 that nine more sites would co-locate and offer Centrelink and Medicare Australia services under one
roof.
The new co-located offices will be in Gosford, Katoomba, Leichhardt, Orange, Singleton and Taree in New South
Wales, Colac and Warragul in Victoria and Nambour in Queensland.
The overall rollout of co-located Centrelink-Medicare offices is well ahead of schedule, with 33 opened in 2010, 13
more than the 20 initially planned.
Customers who visit co-located Centrelink-Medicare offices are now able to access a broad range of services, from
applying for rebates and making claims to making inquiries about family tax benefits, all in one convenient location.
For a list of co-located sites visit www.dhs.gov.au
Finding a Medicare office has never been easier
The Hon. Tanya Plibersek, MP, recently announced that Medicare Australia is making life easier for customers trying
to find a Medicare office by introducing office locator technology. The new Medicare office locator text service went
live on 15 November 2010 and is available wherever there is coverage for users of the Optus or Telstra mobile
networks.
Customers can locate their nearest office and its opening times by either texting the word ‘locate’ to 13 2011, or
calling 13 2011 from a phone anywhere in Australia.
Customers who use the text option will receive a return text asking for their current location. After they reply, they will
then receive a text providing them with the address and opening hours of the nearest office. Customers who call will
need to give their location and they will then hear the address of their nearest Medicare office and its opening hours.
Customers calling from a mobile phone have the option to immediately receive a text with the address and opening
hours of the nearest office.
‘Dealing with Government should be easy. We understand Australians are busy so we’ve designed self service
systems so people can do routine business at their own convenience either online or over the phone. This Medicare
office locator technology is a further example of our drive to improve the way we deliver services to suit people,’ the
Hon. Tanya Plibersek, MP said.
As more and more co-located offices open, those who use the new Medicare office locator services may find the
nearest Medicare office is co-located with Centrelink or the Child Support Agency.
Pay bills the easy way
Centrelink offers customers an easy to use and convenient way to pay their bills. Centrepay is a free service for
Centrelink customers that allows them to pay their bills through regular deductions from their Centrelink payments.
These deductions are sent directly to the selected organisation as full or part payment for services.
Centrelink customers that choose to use Centrepay benefit from its convenience and security, knowing that their bills
are under control. Instead of paying large bills every month or quarter, bills are paid in manageable amounts from
Centrelink payments, making it easier to budget and manage expenses.
‘I recently arrived in Australia as a refugee. I was faced with lots of bills to pay and I was not familiar with what they
were for and how to pay them. Centrepay is so easy to use and now I don’t have to worry about getting behind with
my bills and trying to catch up.’
Refugee Centrepay customer.
Centrepay is voluntary and customers can start, change or cancel their deductions at any time.
Using Centrepay, customers can pay bills such as:
• rent
• telecommunications
• electricity, gas and water
• education fees and expenses
• ambulance costs
• child care
• home care services
• rental of household goods
• court fines.
To apply for Centrepay or to find out more information customers can visit www.centrelink.gov.au or call 13 1202.
For information online in languages other than English visit www.centrelink.gov.au and select ‘We speak your
language’.
Service providers unite to make job seeking easier
Human Services Portfolio agencies are changing to help customers Australia wide get the services they need.
Local Connections to Work is a good example of one of the new and exciting national programs initiated by the
Human Services Portfolio. Local Connections to Work is a place-based service delivery for job seekers. Service
providers, in areas such as employment, health, housing, education, community welfare and many others, work
jointly with job seekers to overcome barriers to employment and social inclusion. Providers co-locate in a Centrelink
office on a rostered basis to give job seekers access to a ‘wrap around’ service—multiple services at once.
This ‘wrap around’ service is a collaboration between government and non-government agencies to offer targeted
assistance to disadvantaged youth and those who have been unemployed for five or more years. Local Connections to
Work is currently available through four Centrelink offices: Campsie in New South Wales, Frankston in Victoria,
Ipswich in Queensland, and Elizabeth in South Australia.
Local Connections to Work participants have a joint interview with Centrelink and their employment services
provider to identify their needs and match them with the right support. In most cases, the job seeker tells their story
once to get a ‘wrap around’ service from co-located community partners.
‘Wrap around’ service is available to other customers who would benefit—not just job seekers—from multiple
services in one location.
Julian Jeyakumar, a Centrelink Multicultural Service Officer at the Campsie office works with customers from a wide
range of diverse cultural and linguistic backgrounds.
‘More than 65 per cent of our customers come from a diverse cultural and linguistic background,’ Mr Jeyakumar
said.
‘My role is to ensure our customers are aware of the services we offer that may be useful for them, and how to access
them.’
‘This Local Connections to Work office makes it easier for our customers to access services from across the
community—it saves people time as it’s all here for them in the one place.’
Additional sites will be opened in 2011. Go to www.centrelink.gov.au for further information.
Enhanced services for multicultural customers in rural towns
In 2010, Centrelink held expos in the towns of Tiaro, Howard, Baffle Creek and Eidsvold in Queensland to provide
information to rural communities about the tailored services and products offered by Centrelink specialists.
Representatives from Centrelink’s Rural Services, Multicultural Services and Financial Services teams, as well as
Medicare Australia, the Child Support Agency and other community organisations, provided attendees with
information about multicultural servicing, rural services, men’s health, ageing, financial assistance, employment and
local government.
The community valued the information provided and spoke highly about the expos. More expos are planned for the
future. For more information contact your local Multicultural Service Officer.
Get access to Centrelink services without leaving town
Centrelink Agents and Access Points can help customers, including those from diverse cultural and linguistic
backgrounds, access government services at many convenient locations.
More than 2.4 million Australians live outside major cities and inner regional areas, according to the Federation of
Ethnic Communities’ Councils of Australia 2010 Regional Migration Policy report. Some 15 per cent of these people
were born overseas. Centrelink’s extensive network of more than 200 Access Points and 365 Agents throughout rural,
regional and remote Australia make it easier for these customers to access Centrelink services.
What services does a Centrelink Access Point provide?
Centrelink Access Points provide customers with free self help facilities so they can conduct their business with
Centrelink. Access Points include:
• Centrelink information products, forms and brochures
• direct telephone access to the Centrelink Call Network
• fax and photocopying facilities so that customers can forward materials to Centrelink, or for other uses such as
faxing their résumé to potential employers.
Access Point staff can also sight and photocopy a customer’s Proof of Identity documents so they do not have to send
their original documents in the mail when making claims.
What services does a Centrelink Agent provide?
Centrelink Agents provide customers with the same services as Access Points, as well as providing face-to-face
contact and an internet enabled computer and printer for customers to use when dealing with Centrelink.
Centrelink Agents also:
• assist and guide customers when using self service facilities such as Online Services, automated telephone systems,
and the fax machine for lodging forms
• accept claim forms and other documentation required by Centrelink
• respond to customer enquiries and provide assistance, guidance or referrals (for example, to Multicultural Service
Officers) as appropriate.
However, Centrelink Agents are not Centrelink staff and they cannot:
• make any payments or decisions about a customer’s payment
• review, assess or vary a customer’s payment details
• access Centrelink customer information
• issue Electronic Banking Transfers (EBTs) or Concession and Health Care Cards.
To find the nearest Centrelink Agent or Access Point, customers can visit:
www.centrelink.findnearest.com.au/findnearest
What’s new
Paid Parental Leave scheme—important information for
employers
The Paid Parental Leave scheme is a government funded entitlement for working parents who are the primary carers
of children born or adopted from 1 January 2011. Parental Leave Pay is a taxable payment paid at the National
Minimum Wage, currently $570 a week, for a maximum period of 18 weeks.
As a significant proportion of small businesses are owned by people from diverse cultural and linguistic backgrounds,
it’s important they understand their role and responsibilities under the scheme.
How will the Paid Parental Leave scheme affect employers?
From 1 July 2011, employers will be responsible for providing Parental Leave Pay to their eligible employees who
have a baby or adopt a child from 1 July 2011, have worked for them for 12 months or more and will be receiving at
least eight weeks Parental Leave Pay.
Employers will have the choice to pay their employee if they have worked for them for less than 12 months, or will
be receiving less than eight weeks Parental Leave Pay. Centrelink will pay the employee if their employer chooses
not to pay them in these situations.
The employer’s role in providing Parental Leave Pay will be voluntary until 30 June 2011. This will enable them to
make the necessary adjustments to their payroll system.
Employers will not need to work out if their employees are eligible. This is done by Centrelink. If an employer is
required to provide Parental Leave Pay to an employee, Centrelink will notify the employer.
What can employers do to prepare for providing Parental Leave Pay?
To make sure employers are ready to provide Parental Leave Pay to any eligible employees, employers can register
for the Paid Parental Leave scheme through Centrelink Business Online Services.
If employers do not have access to the internet, they can provide their details and register for the scheme by calling
the Centrelink Business Hotline on 13 1158.
A Business Online Toolkit is available on the Centrelink website to assist employers, human resources staff,
accountants and tax practitioners to prepare for the introduction of the Paid Parental Leave scheme.
For more information about the Paid Parental Leave scheme, employers can visit www.centrelink.gov.au and select
‘We speak your language’ or call the Centrelink Business Hotline on 13 1158.
For information in languages other than English, employers can call 13 1202.
A new international social security agreement
The social security agreement between Australia and the former Yugoslav Republic of Macedonia is expected to start
on 1 April 2011. For Australia, the Agreement covers Age Pension and for the former Yugoslav Republic of
Macedonia, it covers old age, disability and survivors’ benefits.
The Agreement allows people to add together relevant periods in both countries to meet minimum residence and
insurance requirements for a benefit from either country.
Centrelink provides a free service to help customers fill in forms and photocopy and certify original documents
needed for their claim. Centrelink will verify periods of residence in Australia and send the claim documents to the
former Yugoslav Republic of Macedonia.
Customers may obtain more information at www.centrelink.gov.au or by calling Centrelink on 13 1673. For
information in languages other than English, customers can call 13 1202.
New Financial Year Assessment for Family Assistance customers
Family Assistance customers receiving Family Tax Benefit or Child Care Benefit may soon receive a letter
requesting them to update their annual family income estimate for the new financial year.
How can customers update their family income estimate?
The quickest and easiest way for customers to update their annual family income estimate is to go to the Family
Assistance Office website and use Online Services.
Centrelink is now making it easier for customers to update their details online by using a one time access code, which
is included in their letter. This provides direct and temporary access to the online update service.
Note: customers who are registered for Centrelink Online Services are still able to update their family income
estimate by logging into their Online Services account using their Customer Access Number (CAN).
How does the one time access code help customers to complete their family income estimate?
The one time access code can be used by customers who have received the letter requesting them to update their
annual family income estimate for the new financial year, including those not currently registered for Online
Services.
It saves time by taking customers directly to the area in Online Services where they can update their family income
estimate.
What if customers cannot access the Internet?
Customers who do not have access to the Internet can call the Family Assistance Office on 13 6150 for help with
updating their family income estimate.
Customers can also call 13 1202 to speak to the Family Assistance Office in a language other than English.
Why do customers need to update their family income estimate?
It is important that customers provide a family income estimate by 14 June 2011 to reduce their chances of incurring
a debt from being overpaid.
What happens if customers do not update their income estimate?
Responding to the letter is not compulsory. Customers who do not provide an estimate by 14 June 2011 will receive a
default estimate for their income. This is calculated using the customer’s current income estimate and increasing it in
line with changes in Australian Average Weekly Earnings.
For more information customers can visit www.familyassist.gov.au call the Family Assistance Office on 13 6150 or
visit a Family Assistance Office located in Medicare Offices or Centrelink Customer Service Centres.
For information in languages other than English, customers can call 13 1202 to speak to the Family Assistance
Office.
Taking or sending medicine out of Australia
Do you know anyone travelling overseas? If so, they need to know some important information about Pharmaceutical
Benefits Scheme medicines before taking or sending them out of Australia.
People travelling overseas with Pharmaceutical Benefits Scheme medicines should:
• check with the embassy of the country they are visiting to make sure the medicine is legal in that destination
country
• only take enough medicine to cover the length of their trip and leave the medicine in its original packaging
• only travel with medicines that are for their personal use or for someone travelling with them
• carry a letter from their doctor detailing what the medicine is, how much they will be taking and stating that the
medicine is for personal use.
If sending Pharmaceutical Benefits Scheme medicines overseas, they need to attach a completed Customs declaration
to the parcel, disclosing that the package contains prescription medicine for personal use. This form is available from
any post office.
If it’s not possible to get a letter from their doctor, they can use Medicare Australia’s Medicine Export Declaration,
which may be enough to satisfy The Australian Customs and Border Protection Service (Customs) that the medicine
is for their personal use. This can be found on the ‘Travelling Overseas’ section of Medicare Australia’s website.
Rules apply to the amount of Pharmaceutical Benefits Scheme medicines that can be taken out of the country.
Customs may confiscate excessive amounts of Pharmaceutical Benefits Scheme medicines.
For more information or to get a copy of the Medicine Export Declaration, customers can go to
www.medicareaustralia.gov.au then search For individuals > Migrants and travellers > Travelling Overseas >
Taking and sending PBS medicine overseas, or call 1800 500 147. Call charges apply to this number if you are
calling from mobile and pay phones.
For more information in languages other than English, visit www.medicareaustralia.gov.au then search For
individuals > Migrants and travellers > Foreign Language Support.
Your community
Graduates celebrated
On Friday 26 November 2010, 20 students graduated from the Miller Social Inclusion Pathways for Refugee Youth
program in Sydney.
To bring the Social Inclusion Pathways for Refugee Youth program to South Western Sydney, Centrelink partnered
with a number of organisations. These include Miller High School, Miller Intensive English Centre, Miller TAFE
Outreach, the New South Wales Service for the Treatment and Rehabilitation of Torture and Trauma Survivors and
Liverpool Migrant Resource Centre.
The program targeted Year 10 students from a migrant or refugee background and provided them with a better
understanding of educational pathways, re-engagement with school and linkages to the wider community. The
program included an even mix of boys and girls, with students from Iraqi, Iranian, Assyrian and Timorese
backgrounds.
‘Thank you for the course, we have learned many things and skills, we have improved our English and you encourage
us to study hard and to achieve our goals. Thank you!’
Participating student
Many of the students plan to attend TAFE next year and some will go on to years 11 and 12 and then university. The
students hope to have careers as dentists, pharmacists, primary school teachers, child care workers and pilots, to name
a few of their professional aspirations.
Each student received a certificate at graduation night and parents were there to cheer for them.
The young people who completed the program provided many positive comments about their recent learning
experience at Miller TAFE Outreach.
The program could not have succeeded without the commitment and passion of all the partners.
Interpreters and translators wanted at Centrelink
Centrelink provides free interpreter and translation services for customers from diverse cultural and linguistic backgrounds for information relating to their
claim for payment or access to services.
Centrelink interpreters help to ensure that non-English speaking Centrelink customers understand their rights and obligations and benefit from products and
services which they might not otherwise access. It is a rewarding and sometimes challenging role.
We would love to hear from people in the community who:
• enjoy interacting with people
• have relevant interpreting experience
• have official language recognition/accreditation through the National Accreditation Authority for Translators and
Interpreters (NAATI) in one of the languages listed below
• live in the relevant State where the language is required.
People interested in joining Centrelink’s interpreter register can email us at language.services@centrelink.gov.au
and provide their:
• full name
• contact telephone number/s
• a list of languages in which they are NAATI recognised/accredited
• a brief summary of qualifications and experience.
The following languages are currently sought:
Australia Wide—Translators only
Hindi Urdu Slovak
NSW
AUSLAN Dinka Fijian Thai Somali
Queensland
Anuak AUSLAN Chitonga Indonesian (Bahasa Indonesia) Oromo Rohingya
Australian Capital Territory
AUSLAN Dinka Karen Thai Vietnamese
Victoria
Albanian AUSLAN Samoan Tongan
Tasmania
Karen Korean Dari Spanish Swahili
South Australia
AUSLAN Kinyarwanda Nuer Oromo Thai
Northern Territory
Burmese Dinka Karen Nepali Somali
Mt Druitt Centrelink celebrates International Day of People with
Disability
Mt Druitt Centrelink in New South Wales celebrated International Day of People with Disability on 2 December
2010. Kylie Risson, the office manager, welcomed school children and service providers and helped set the tone for
what was to be an inspiring event.
The event included three performances from Halinda School, a special needs school in Mt Druitt that has many
different languages and cultures represented amongst its students and teachers. The charismatic students between the
ages of 13 and 15 years come from a variety of backgrounds including Samoan, Tongan, Indian and Sri Lankan. They
performed a number of songs in sign language including Amazing Grace, The Climb and Silent Night. There was not
a dry eye left in the office following the students’ performance of Amazing Grace.
Mata Savelino, Mt Druitt Multicultural Service Officer who organised the event found it a great opportunity to
showcase the achievements of the students from Halinda School.
‘The students were so inspirational and involving them and the broader community in our event helped raise further
awareness of International Day of People with Disability’, she said.
After the wonderful performances, the students received certificates of participation for their hard work and efforts.
The school also accepted a certificate of participation for its support.
Debra Patrizi, a guest speaker, made the event extra special by sharing her personal journey and experiences of caring
for a child with a disability who attends Halinda School.
Local service providers who cater for all cultures and languages showed great support for the event. Human Services
Portfolio agencies like Centrelink, Medicare Australia and the Department of Human Services, along with CRS
Australia, the Australian Foundation for Disability, Anglicare, Ability Options and Break Thru People Solutions held
information stalls on the day. Students and customers who attended the event received useful information about a
variety of disability services.
Christie Solway, a Senior Rehabilitation Consultant from CRS Australia felt absolutely privileged to be able to attend
the event.
‘We loved every minute of it and the students and teachers from Halinda School were brilliant’, she said.
Desre Nikolich, the Respite Coordinator from Anglicare thought it was a wonderful event.
‘We were able to speak with clients and network with other providers. The school children were beautiful’, she said.
The event ended with a morning tea and an encore performance for the local newspaper to take photos. The students
loved the media attention and the applause from the crowd.
Strengthening ties in Victoria
Centrelink welcomed the opportunity to participate in the Pathways to Collaboration and Partnership Symposium,
organised by the Victorian Department of Justice’s Diversity Unit, Justice for Refugees Program. The symposium,
which was held on 26 and 27 October 2010 in Melbourne provided a unique opportunity to learn and share
information about community capacity building and inclusive approaches to working with refugee communities.
The symposium brought together key stakeholders from federal, state and local government who work with
humanitarian entrants and refugee communities, including representatives from the Department of Immigration and
Citizenship, Centrelink, Victoria Police, Municipal Association of Victoria, the Victorian Department of Human
Services, Victorian Multicultural Commission, Victorian Migrant Resource Centres, Adult Migrant English Services,
Victorian Foundation for Survivors of Torture and the Victorian Centre for Multicultural Youth.
Participants discussed the key issues facing communities from refugee humanitarian and entrant backgrounds and
shared best practice approaches and innovative service models. Attendees also used the symposium as a way to
identify opportunities for future collaboration.
Two of the key topics discussed were the importance of community education to raise awareness among newly
arrived refugees and humanitarian entrants about the justice system and the need for culturally appropriate justice
services. Representatives also explored proactive ways to engage refugee youth in employment and training.
Maria Axarlis-Coulter, Manager of Centrelink’s Diversity and Inclusion Unit for Area North Central Victoria, spoke
about Centrelink Multicultural Services’ collaboration with other government and non-government agencies to
support Centrelink’s service delivery.
Claire Seppings, Centrelink’s Victorian State Justice Coordinator, spoke about Centrelink’s justice related services
and initiatives undertaken in cooperation with the Victorian Department of Justice and other agencies. Nurjan Eser,
Centrelink’s Refugee Youth Services Coordinator in Area North Central Victoria, gave a presentation about the
Centrelink Place Based Service Initiative for Young Refugees in Broadmeadows, Victoria – a program built on a
strengths-based approach to services to engage young refugee jobseekers in employment and training.
The symposium helped strengthen ties between the Victorian Justice for Refugees Unit’s Community Liaison
Officers and Centrelink’s Prison Liaison Officers and Multicultural Service Officers in Victoria. Stronger
collaboration will improve service and support to mutual customers and communities.
Young refugees look to the future
The future looks bright for four young refugees thanks to Centrelink’s Place Based Service Initiative for Young
Refugees in Broadmeadows, Victoria. It is one of seven Centrelink intensive service offer initiatives being trialled to
assist customers that are more vulnerable.
Nurjan Eser, Centrelink Refugee Youth Services Coordinator in Area North Central Victoria, said the program
provided a holistic approach that includes advice and personalised support for young refugee job seekers and their
families to help them engage more with their community, access health services and learn about training courses and
employment.
‘The strength-based approach to support not only considers the job seekers’ needs, but also their goals and interests’,
Nurjan said.
The Place Based Service initiative has received positive feedback from local youth service providers for its support of
disadvantaged youth job seekers. Maria Axarlis-Coulter, Victorian Manager of the initiative, said that Centrelink was
contributing to the planning and delivery of more integrated services for youth and their families in Broadmeadows.
The small Place Based Service Initiative team collaborates with local agencies like Jobs Services Australia providers,
Hume City Council, Hume Local Learning and Employment Network, Kangan TAFE, Northern Melbourne Institute
of TAFE, Spectrum Migrant Resource Centre, AMES, Victorian Centre for Multicultural Youth, Victorian
Foundation House for Survivors of Torture and the Department of Education Employment and Workplace Relations’
Family Centred Employment Program, to support the Hume Youth Commitment and the postcode 3047 Youth Jobs
Campaign.
Nurjan added that the most important thing about the Place Based Service initiative is that it is really making a
difference.
‘It was really pleasing that four of the participants in the program were employed as temporary Centrelink Self
Service Advisers’.
‘Centrelink not only supported the training and employment pathways of these young refugee job seekers, it also
really valued their cultural backgrounds and language skills in assisting customers to register and use Online
Services’, she said.
Sally Nori and Khagendra Acharya, who were recruited from the Place Based Service initiative, said the Self Service
Advisor position—created to help customers use Centrelink’s Online Services facilities—had given them the
opportunity to improve their computer skills and gain local work experience. Sally Nori believes that the program
helped improve her employment opportunities.
‘It definitely enhanced my employment opportunities. The smile that you get from customers after you have assisted
them is so satisfying—it really makes you want to help more’, said Sally.
Calvin Yildirim, who was also a Self Service Adviser, agrees.
‘As a refugee, it can be hard to know how things work and where to get help in a new country.
The one-on-one contact through the Place Based Service really helped—the personalised approach, the interest that
has been shown in me (and) the message of staying positive.
Wow, I never dreamed that I would be on this side of the counter, helping customers in the queue when not long ago I
was in that same queue. It has been such a fantastic opportunity for me’, he said.
‘I’m so grateful that someone showed an interest in my future, took the time to guide me and had trust in me that I
could do it.’
Sally Nori, Place Based Service initiative recruit
Calvin Yildirim, Sally Nori and Khagendra Acharya have since moved on to other employment opportunities and to
pursue a higher education.
Disclaimer: The Commonwealth of Australia has attempted to ensure the information in this publication is accurate.
However, the Commonwealth does not warrant that the information is accurate or complete nor will it be liable for
any loss suffered by any person because they rely in any way on it. You should contact your local Centrelink office
for full details of any entitlements and services to which you may be eligible, or how any pending changes in
legislation, programs or services may affect you.
CO315.1103