Our Multicultural Service Officers work with multicultural community groups, staff and other government departments.
They do this to:
promote and improve access to payments and services.
build relationships in the community and across government.
improve service delivery to Culturally And Linguistically Diverse (CALD) people by understanding their needs.
provide support and assistance in complex cases.
help staff to communicate with CALD people through language services.
raise awareness and competency of staff in servicing CALD people.
build and maintain relationships with internal stakeholders to raise the profile of multicultural services.
Multicultural Service Officers
Information Sessions
Within thefirst 12 weeks of arrival all customers are invited to attend information seminars
Topics covered include:
Centrelink payments, Medicare and child support payments and services
Notification process for a change in circumstances within 14 days
Assistance in own language
How to contact Services Australia
Income reporting and Job Plans
Online services including MyGov (weekly MyGov sessions completed in collaboration with AMES between 0-6 weeks post arrival)
Centrepayand scams
Other payments, concessions, and help
Timelines
The following timelines apply for refugees across a 12-month period:
0-6 weeks
Weekly MyGov sessions for new arrivals (in collaboration with AMES bi-cultural worker). In the SEMP Region, AMES Dandenong and Noble Park sites conduct regular sessions once a week. These sessions are Voluntary participation.
8 -10 weeks
Multicultural Service Officer Information Sessions – Voluntary participation
At 12 weeks
An appointment is made for a customer to attend their local Services Australia Centre to negotiate a job plan and conduct their first reporting obligations. No referrals to other services at this stage. *Note – a customer can volunteer to be registered for Workforce Australia Services at this time (if they meet eligibility criteria)
12 weeks to 12 months
no job search required – However customers can volunteer to do this.
Participate in granted Refugee Approved Activities (RAC)
Participation in Adult Migrant English Program (AMEP) if applicable.
Attend Services Australia and AMES HSP appointments.
Customers must commence reporting fortnightly after 12 weeks of arrival to receive their payments. All reporting requirements can be done via the Express Plus Centrelink mobile app, phone or service centre or MyGov app.
12 months +
A face-to-face appointment is made for the customer to attend a Services Australia Centre in person. This appointment is system generated.
At appointment customer will be educated about mutual obligations and reporting requirements.
Services Australia staff will run through the Jobseeker Snapshot with the customer and update with customer responses to questions.
Based on responses customer provides, the customer will be referred to a Workforce Australia provider or Workforce Australia Online (digital) services. This is system generated based on customer response. It is strongly encouraged that those customers who speak English as a second language, are referred to face to face servicing with a Workforce Australia provider.
A new job plan will be negotiated with Workforce Australia if customer referred to these services.
Contact
To contact the Multicultural Service Officers for assistance, contact your nearest Services Australia service centre.