Support is delivered to clients using an individualised case management approach tailored to their needs, strengths, and goals. The types of support clients receive may include:

• airport reception

• short-term accommodation

• referral to mainstream and specialist support services.

• connections to local community groups and activities

• assistance to find long-term accommodation.

• help to learn English, gain employment, and access education and training.

• Referrals to education and employment support providers

• orientation to Australia, including our values and laws.  

Clients with complex settlement needs are provided with additional case management support, known as Specialised and Intensive Services.

HSP service providers can also facilitate the lodgement of applications for the Free Translating Service (FTS) for eligible FTS clients who are unable to lodge online.

The Translating and Interpreting Service (TIS National) delivers the Free Translating Service on behalf of the Department of Home Affairs.

The Free Translating Service is for people settling permanently in Australia. It supports their participation in:

• employment

• education

• the community.

Permanent residents and select temporary or provisional visa holders are able to have up to 10 eligible documents translated into English. This applies within the first two years of their eligible visa grant date.

TIS National has information about the service in 10 languages.

If you need an interpreter to ask about the Free Translating Service: 

• Call TIS National on 131 450.

• State your preferred language.

• ‍Ask the TIS National operator to connect you to the Translating Services team.

Most clients exit the HSP after receiving support for between six to 18 months.