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Published by Northern Settlement Services, 2018-11-22 22:53:54

ANNUAL REPORT 2017_18

NSS Annual Report 2017_18

Annual Report
2017 / 18

OUR MISSION STATEMENT

To be a leading regional
organisation working with
Culturally and Linguistically Diverse (CALD)
individuals, families and communities,
providing services that strengthen
and inspire people in an environment that is
culturally sensitive and responsive to

their needs and goals.

TABLE OF CONTENTS

CONTENTS 1

TABLE OF CONTENTS .................................................... 1
SERVICE COVERAGE AREAS........................................ 2
BOARD OF DIRECTORS................................................. 3
ORGANISATIONAL ACHIEVEMENTS ............................ 4
CHAIRPERSON’S REPORT.............................................. 7
CHIEF EXECUTIVE OFFICER’S REPORT .......................... 9
SETTLEMENT SERVICES ............................................... 11
AGED SERVICES ......................................................... 25
MULTICULTURAL FAMILY SUPPORT & WELFARE.......... 30
IMMIGRATION ADVICE & ASSISTANCE..................... 35
NSS ADMINISTRATION TEAM ..................................... 38
NSS SNAPSHOTS OF 2017/18..................................... 40
FINANCIAL STATEMENTS ............................................ 48

SERVICE COVERAGE AREAS

Map of NSW

2

Singleton

BOARD OF DIRECTORS

Ms Trudy Mills-Evers AM Chair
Mr Jon Chin Deputy Chair
Ms Christine Jordan Treasurer, Public Officer
Ms Ewa Korczynski Secretary
Ms Anna Bailey Director
Mr Zoran Vasiljevic Director
Ms Sania Young Director
Father Nicholas Zervas OAM Director
Mr Zachary Ekandi Director
Co-opted Member, Lake
Cr. Barney Langford Macquarie City Council

Cr. Carol Duncan Co-opted Member, 3
Newcastle City Council

Our Supporters

We wish to acknowledge and thank all of our funding bodies and stakeholders for
their continued support of the many and diverse programs delivered throughout the
past year.

ORGANISATIONAL ACHIEVEMENTS

WELFARE TEAM

CLIENTS PROVIDED 5,004
INDIVIDUAL
INDIVIDUALS & FAMILIES
SUPPORT SUPPORTED THROUGH
GROUP ACTIVITIES
PER SESSION / INSTANCE OF SERVICE
PER SESSION / INSTANCE OF SERVICE
------------------------------------------------
350
4
INDIVIDUAL CASE
PEOPLE PARTICIPATED MANAGEMENT PROVIDED

IN GROUP PER SESSION / INSTANCE OF SERVICE
ACTIVITIES
250
PER SESSION / INSTANCE OF SERVICE
GROUPS DELIVERED
------------------------------------------------
APPROXIMATELY AGED CARE
TEAM
CLIENTS WERE
282
SUPPORTED BY
VOLUNTEERS HOME CARE PACKAGE &
COMMONWEALTH SUPPORT
PER SESSION / INSTANCE OF SERVICE
PROGRAMME RECIPIENTS

55

COMMUNITY VISITORS
SCHEME RECIPIENTS

CLIENT ATTENDANCES

PEOPLE WERE SETTLEMENT 5
TEAM
ASSISTED
1,912
THROUGH THE
ENERGY ACCOUNTS INDIVIDUAL SUPPORT
PAYMENT ASSISTANCE PROVIDED

SCHEME (EAPA) PER SESSION / INSTANCE OF SERVICE

------------------------------------------------ 2,890

PEOPLE PROVIDED CASES

TAX HELP PER SESSION / INSTANCE OF SERVICE

------------------------------------------------ 652

CLIENTS CAME FROM INDIVIDUALS & FAMILIES
MORE THAN SUPPORTED THROUGH
GROUP ACTIVITIES
DIFFERENT
COUNTRIES PER SESSION / INSTANCE OF SERVICE

IMMIGRATION
TEAM

1,778

SESSIONS PROVIDED

156

INDIVIDUAL CASE

320 ACTIVE volunteers
Central Coast, Newcastle, Armidale, Tamworth

Volunteers Breakdown by program:

Educational Programs

supported a TOTAL 2,346

of 9,301 Newcastle & Armidale

clients Settlement & Community Support

4,124

Central Coast, Newcastle, Armidale, Tamworth

Central Coast, Newcastle, Aged Care Support
Armidale, Tamworth
2,831
6 (attendances)
Central Coast & Newcastle

Volunteers provided Breakdown by program:

14,261 Educational Programs

HOURS of support 3,364

to clients Newcastle & Armidale

Central Coast, Newcastle, Settlement & Community Support
Armidale, Tamworth
3,642

Central Coast, Newcastle, Armidale, Tamworth

Aged Care Support

7,255

Central Coast & Newcastle

Note: Figures are approximate.

CHAIRPERSON’S REPORT

Trudy Mills - Evers AM

This is a special report for me as I As more CALD people settled in 7
hereby announce my retirement regional areas, so our specialist
from the Board of Northern services expanded across the
Settlement Services (NSS), after Hunter, Central Coast and New
more than 30 years of service to England, delivering a wide range of
the organisation. settlement support services from
early childhood through to Aged
With the adoption of the new NSS Care to a diverse mix of CALD
constitution at the AGM in communities in our catchment
November 2017 and the area.
development and implementation
of a 3 year strategic plan it seems Over the years of my involvement,
like an appropriate time for me to NSS has always been a very
step down as we introduce a skilled harmonious work place with stable
based-board with expertise in and very committed staff. The
areas of governance, risk organisation has enjoyed a
management, finance, legal continuity of management, and an
framework and service delivery to accompanying stability that is rare
lead the organisation to achieve its in the community sector, and I
strategic objectives. believe these factors have made
an undeniable contribution to the
These are challenging times for the operation of NSS, creating an
not-for-profit sector. Government environment which engenders
reform means that more than ever harmonious community relations,
we need to be flexible and responsive service providers, and a
responsive to these changes. The receptive host community.
current trends are for government
to tender out more and more of One of our longer serving staff
social services, opening up the field members, Alex Burns, universally
to for-profit providers. known and respected, who is also
retiring at this year’s AGM, has
My journey that began 30 years devoted his career to supporting,
ago as the Migrant Resource advising and advocating on the
Centre of Newcastle and the needs and issues affecting people
Hunter Region, and subsequently from CALD background in the rural
NSS has seen this organisation grow centres of the Mid and Far North
from a staff of 2 to more than 70 Coast, the North West, and the
employees. Central West regions of NSW.

Further with the ageing of the post
war migrant population, it became

very clear that tailored Aged Care constituents, and always looking
Services were required to assist our for new opportunities to develop
ageing CALD communities in the the best services we can to meet
Hunter, adding yet another the challenges of the time.
complementary program to our
service delivery area. I especially want to thank our
former and present CEO for their
Volunteers have always been the vision and leadership in serving our
back bone of our organisation. NSS clients.
currently has 320 active volunteers
who have supported over 9,000 I wish our members, staff and
clients and provided over 14,000 communities all the best for the
hours of client support this year future as I reflect with pride on our
alone! These magnificent people achievements.
give their time freely in our
educational programs, settlement
and community support and aged
care areas.

Further details of the organisations
achievements are outlined in this
Annual Report and I congratulate

8 our dedicated staff on jobs well
done. Thank you to our CEO, Lulu,
for her commitment to excellence.

The whole Board has worked
harmoniously and effectively
throughout the year, putting
attention to detail in every task. I
wish to thank all Board members
past and present for their critical
input and their willingness to give
their time, expertise and support to
this great organisation.

The Board and I have always NSS CHAIR TRUDY MILLS-EVERS AM ADDRESSING NSS
worked constructively with our staff MEMBERS AT LAST YEAR'S AGM
and it has been a pleasure to serve
this organisation. I feel we have
consolidated our role in the region
as a credible and effective service
agency, collaborative in its
relationships with its funding
sources, supporting and
advocating on behalf of

CHIEF EXECUTIVE OFFICER’S REPORT

Lulu Tantos

I would like to commence this report played a role in developing a 3 year 9
by acknowledging the outstanding strategic plan directing the future
contribution made to this organisation development of NSS in an open and
by our outgoing chairperson, Ms Trudy consultative process, as we remain
Mills-Evers AM, and thank her for her committed to ensuring that refugees,
leadership over the last 6 years as humanitarian entrants and other
Chair and her 30 years as Board migrants in our catchment area
Director. remain supported and resourced to
their full potential as members of the
On behalf of her fellow Directors and Australian community.
staff, I would like to thank Trudy for the
commitment and personal investment Another particular focus for NSS this
she brought to the organisation over year and has been on the safety,
her term. Trudy has been integral to welfare and well-being of our ageing
the important advances we have CALD communities, children, young
made as an organisation over the last people and their families and we hold
6 years as Chair of NSS. these at the forefront of our planning,
actions and decisions.
I would also like to pay tribute and say
thank you to two other long serving The active involvement of our clients in
outgoing Board Directors. decisions about their lives and the
services they need is fundamental to
• Father Nicholas Zervas OAM our person centred approach.
• Christine Jordan
Through a consideration of internal
Board Service is the toughest volunteer and external issues NSS continues to
role and each of them took on their fulfil and maintain its role as a key
Board duties with dedication, grace provider of services to CALD
and seriousness. communities in the Hunter, Central
Coast, and New England regions of
I am most grateful to all of them for NSW.
their active leadership and careful
deliberation on matters before the Contained within the report you will
Board, even when the decisions were find detailed information on the
difficult. activities and achievements of NSS
over the year and evidence of the
As a famous peace activist once said, difference our services have made
“wisdom is knowing what to do next, and continue to make to people’s
virtue is doing it”. You are all wise and lives. I would like to thank all our
virtuous and we are grateful you service users, participants and
shared those qualities as an NSS Board stakeholders for trusting us to provide
member. them with services to meet their needs
and wants.
During the 2017-18 year the Board,
Senior Management and staff all

10 Let me say, however, that last year has CEO LULU TANTOS PRESENTING NSS BOARD MEMBER A
not been without it’s uncertainties. Our CERTIFICATE OF APPRECIATION FOR VOLUNTEERING
ability to deliver services has been
impacted on by all manner of political VOLUNTEER WEEK
and social reforms which meant that
we have needed to be very flexible
and pragmatic in our approach. Our
existence as a service for
migrants/refugees has been regularly
punctuated by reviews and
reappraisals.

So, in a challenging era of State and
Federal reforms, e.g. Family &
Community Services (FACS) Targeted
Early Intervention (TEI), Aged Care,
Settlement, that require us to be
competitive, NSS is ensuring that our
organisation maintains its ability not
only to be responsive to community
needs but be efficient through a low
cost structure, particularly in aged
care, in delivering quality services.

I’d like to conclude by thanking the
Board, Senior Management and the
Staff for their support and efforts in
what has been a hectic but rewarding
year for the organisation.

As the service delivery capacity of NSS
continues to grow, I
look forward to us
continuing to play
a central role not
just in supporting
those in immediate
need, but also
working
collaboratively with
our partners and
with all levels of
Government, to
help create
policies and
services that ensure
the best possible
outcomes for our
service users.

SETTLEMENT
SERVICES

11

Settlement Team - Newcastle

Alex Burns Lydia Manusiu Rose Oku

Settlement Team Manager Senior Settlement Worker Settlement Worker Hunter
Newcastle / Hunter Newcastle Outreach

12

Lena Alameddine Tonkoh Kamara Michael Freund

Settlement Worker (Arabic) Youth Worker Volunteers Coordinator
Volunteer Coordinator Welfare Education

Abby Tinlin Marie Zawadi

Settlement Worker Settlement Worker Newcastle
Pathways to Volunteering

Coordinator
Volunteers Coordinator Welfare

Alex Burns Settlement Support and Communities
Team Manager Newcastle / Hunter

Project Target Group Table 1: Country of Birth of the
Newcastle Settlement Clients
New arrival eligible migrant, refugee
and humanitarian people in the first 5 Country of Birth Numbers of
years of their settlement in Australia.
Clients
Project Coverage Area
Afghanistan 199
Newcastle and the Hunter Valley
Syria 193
Project brief
Democratic 29
The broad aim of the Settlement
Services program is to deliver services Republic of Congo
which assist clients in the Newcastle
and Hunter Valley area to become Iraq 25
self-reliant and participate equitably in
Australian society, with a focus on India 22
fostering social participation,
economic well-being, independence, Philippines 22
personal well-being and community
connectedness. In addition the Sudan 13
program requires the engagement
with other services to support the Iran 11
broad aim of the Settlement program
in both service practises and through Source: DEX 2017-18
advocacy.
The ages of the clients indicates a 13
Service Highlights and achievements young cohort with only 2% of those
Service Delivery assisted being over 65 years, while 15%
were children 9 years and under. The
The Data Exchange (DEX) indicates majority of our clients were youth (10
that over 53 per cent of the client -19 years - 24% and 20-39 years 49 %)
group of 743 clients provided services and again highlights a vulnerability of
in the Newcastle and Hunter area age with very few older people from
were female. This is fairly consistent Afghanistan or Syria to guide and
with services given to our client group advise these new arrivals.
over the preceding years. It is also
clear that even with an NSS total 87% of services provided by the
settlement client target of 600 clients Newcastle Team included general
for 2017-18 year; this was well information/advice,
exceeded by the Newcastle advocacy/support/referral, education
Settlement Team. and skills training assistance.
Engagement with other support
services for support was high with over
1200 referrals being made especially
to the Department of Human Services,
NSS Migration Agent, EAPA, various
women’s services, children’s services
and Neighbourhood Centres.

The country of birth background for Support Groups
the top eight client groups is shown in
the table below with most clients During the year the Newcastle Team
assisted coming from Afghanistan and worked to provide ongoing
Syria. information and support in a variety of
ways. In the Hunter, support groups

were located at Singleton and activities such as learn to swim with the
Cessnock with social support, STARTTS swimming program at
information and advocacy being Wallsend Swimming Centre and with
provided. The groups participated in the Cooks Hill Life Saving Club in their
a range of activities including “Welcome to the Beach” program.
Riverlights at Maitland and an Expo at The Women participated in a number
Muswellbrook and had information of events including a Multicultural end
sessions on legal Aid, Centrelink, breast of year women’s picnic held by NSS
cancer awareness, drug and alcohol and Max Solutions in Jesmond Park.
use. Other events included attendance at
Harmony Days in Lake Macquarie,

14

In Newcastle three support groups Jesmond and Newcastle as well as
were developed and met monthly. attending Riverlights at Maitland.
These included an Afghan Women’s
Group held at the Jesmond In April NSS led a School Holiday
Neighbourhood Centre, an Arabic Program as an extension to its group
Women’s Group held at the Jesmond work program targeting newly arrived
Uniting Church and an Afghan Men’s children mainly from Syria aged 8 to
group also held at the Jesmond 11years.
Neighbourhood Centre. The Women
group’s participated in a number of The Afghan Men’s Group began
different information sessions with operation at the beginning of 2018
speakers from the Department of with a consultation and information
Justice, the Roads and Maritime sessions on Australian Citizenship,
Services, Health, Services NSW as well employment, housing and health. The
as the NSS Migration Agent presenting men’s group was organised to
on Australian Citizenship. They were accommodate those working and
also involved in a number of life skills those looking for work and took place
in the evening with the aim being to
meet the group’s needs.

Youth Programs Multicultural Youth Group - Newcastle 15

2017-18 has been a busy year for the This youth group is a partnership
NSS youth program area as we between STARTTS and NSS with support
continue to focus on the growing from other agencies such as
needs of CALD young people across Multicultural Neighbourhood Centre
our regions. Highlights from this period (MNC), Headspace, Northlakes Youth
include: Services, NSW Police and Refugee
Hub. Over 50 young people were
NEWCASTLE - HUNTER engaged with a weekly attendance of
between 20-35 young people. This
Pathways to Volunteering Project group has helped to reduce reactive
behaviour and ensured an increased
Funded by Multicultural NSW. The awareness of youth services for
project aim was to provide community support. The group meets every
education on the concept and value Wednesday afternoon at Callaghan
of volunteering and linking CALD Jesmond College.
clients to local volunteering
opportunities. The project duration was Welcome Ride
12 months and it was delivered to
approximately 130 CALD clients. There A joint program with Multicultural
were10 information sessions, 25 people Neighbourhood Centre, Samaritans,
formally registered in volunteering and Headspace, STARTTS, Northlakes Youth
9 community members commencing Services, Refugee Hub, NSW Police
volunteering. This program provided and Wesley. Two welcome rides
opportunities for clients to acquire skills occurred during this period in July 2017
that would be useful for future and January 2018. At least 30 to 40
employment opportunities. young people attended each
excursion. The aim of Welcome Ride is
Pilates Program to introduce newly arrived young
people to safe and valuable places of
A program designed to engage interest in the community and to foster
young migrant and refugee female long lasting relationships built on
youth in exercise. This program was a mutual understanding, fun, friendship
result of previous consultations and trust.
focusing on activities of interest. 11
young females from
ages 12 to 17
attended. NSS ran
the program on a
weekly basis within
Term 4, 2017 at
Jesmond
Neighbourhood
Centre. The
formation of this
group resulted in
increased physical
activity and created
social networks.

16 2017 Youth Cultural Exchange NEW ENGLAND

An annual event which has been Multicultural Youth Group & Mentoring
arranged by NSS and Manning Valley - Armidale
Neighbourhood Services in partnership
with other services, e.g. MNC for over 5 SSP worker in Armidale has engaged
years. Newly arrived migrant and with CALD youth in forming a
refugee young people are given the Multicultural Youth Group. The group
opportunity to go on a road trip to has met on 12 occasions.
Manning Valley and Port Macquarie
LGAs to interact with students from CALD youth have actively been
local schools. Around 16 young people involved in determining the purpose
from Newcastle participated. The and function of a Multicultural Youth
cultural exchange provides a vehicle Group in Armidale. They have also
for inclusion, drawing together young been actively involved in the definition
people from different schools, different and consideration of CALD youth
races, faiths and cultures. issues and needs in the Armidale
Region. Two of the migrant youth
Multicultural NSW Support Grant representatives have attended the
Armidale Regional Council Youth
This one off grant supported 20 young Advocacy Network Meetings. The SSP
people in registering with the Jesmond worker continues to provide ongoing
Football Club and Samurai Judo mentoring to the group.
Academy. It also assisted in
purchasing uniforms. All the young HOMEWORK CENTRES
people were from refugee
background with 18 being boys and 2 The youth homework centres are an
being girls. This grant provided an integral part of the NSS Youth Program
opportunity for financially struggling and are aimed at developing
families to support their children in partnerships with local schools to
engaging local sports. facilitate relationships between
students, school staff and
CENTRAL COAST parents/guardians.

Links to Learning English as an Additional Language or
Dialect (EALD) HWC - Armidale
A program delivered to year 9
students by the Settlement Service A homework centre is operating in
Program (SSP) worker on the Central Armidale at Drummond Memorial
Coast raising awareness to Primary School. This homework centre
mainstream youth of challenges provides a positive complimentary
facing CALD youth. 3 groups of year 9 support to local EALD teachers and
students were targeted. This program students. There were 84 sessions with 60
supported vulnerable youth to gain students.
confidence in accessing services.

HWC - Newcastle 17

7 homework centres have
operated in the Newcastle
area during this period.
Two finished up at the end
of 2017 which were
Islington Public School and
St Francis Xavier’s College
this was due to changes in
areas where SSP clients
were residing. As a result a
HWC opened up at
Shortland Public School in
2018 to support this
change in trend. Jesmond
Public School, Heaton
Public School, Waratah
Callaghan Technology
Campus and Jesmond
Senior Callaghan Campus
are still in operation. There
were 168 HWC sessions
and over 70 volunteers.
During Terms 3 and 4,
2017 there were 75
students enrolled and
during Terms 1 and 2, 2018
there were 65 students
enrolled.

NSS Learning Centres - above Waratah Technology Campus,
Jesmond Public School and below Shortland Public School
celebrating Harmony Day.

Settlement Team - Regional

18 Debbie Carstens Nellie Srisurapon Lance McNamara

Settlement Team Manager Settlement Worker Settlement Worker
Regional Central Coast Armidale

Amalin Sundaravej Natalia Meliendrez Pari Batha
Multicultural
Settlement Worker Multicultural Community
Tamworth Development Community
Central Coast Development
Central Coast

Debbie Carstens Settlement Services Manager Regional

Project Target Group(s): work in Armidale as a greater focus 19
has been brought on the local migrant
Newly arrived people from migrant, and refugee population. NSS’s office
refugee and humanitarian is now co-located with SSI in Armidale.
backgrounds in the first 5 years of their
settlement in Australia; CALD families Armidale Carnivale Multicultural Music
and communities on the Central and Dance Festival was held for a
Coast; CALD children 0-6 and their second year and will become an
families. annual event. Despite very cold
weather, an estimated 600 people
Project Coverage Area(s): participated, with many people
getting up to learn traditional dances
Central Coast and New England from other cultures, and people
(Armidale and Tamworth). commenting “It was wonderful to see
so many people from different
Project Brief: backgrounds dancing and interacting
with each other regardless of their
Supporting the settlement of newly language and culture”.
arrived people from migrant, refugee
and humanitarian backgrounds in the Tamworth
first 5 years on the Central Coast and
in the New England; Facilitating the NSS worked extensively and creatively
engagement of CALD families and with the Karen people from Burma
communities in the wider Central who have settled in Tamworth, and
Coast community, building on their those arriving from other parts of
strengths and supporting them to Australia. Activities have included
address challenges; Supporting and negotiating targeted vocational
enhancing early childhood courses for the young adults, involving
development and wellbeing for them in Clean Up Australia Day and a
children on the Central Coast. tree planting activity. Some of the
most recently arrived have also been
Highlights and Achievements: able to commence work, as their
English language skills have improved
Armidale and NSS has been able to advocate
for them with employers.
In August 2017 the Federal
government announced Armidale Fiesta le Peel in October 2017 was a
would become a new refugee great event, this time led by Armidale
settlement region, with an initial intake Regional Council, with an estimated
of up to 300 people. Settlement 7000 people present. There were some
Services International (SSI), as the 40 countries represented, 63 stalls (non
newly announced contractor for the and commercial), and 20
Humanitarian Settlement Program entertainment acts from 15 countries.
(HSP) in the northern region,
commenced the work of establishing In Refugee Week in June 2018 NSS
the program and liaised with NSS in worked with others to hold a trivia
establishing initial connections. 136 night based on the questions in the
people from refugee backgrounds Citizenship Test.
had arrived in Armidale by the end of
June 2018 largely from Iraq and Syria.
This has impacted significantly on NSS’s

20 Central Coast NSS has also undertaken consultations
with groups of parents from the
Our Settlement worker provided Spanish speaking, Russian, Iranian and
casework to 97 clients with, 68 Muslim communities to hear more
outreach visits including casework and about their strengths, challenges,
advocacy, 12 agencies assisted with hopes and dreams, and to identify
consultation on cultural information for new ways we could be supporting
their CALD clients. them. The Spanish speaking women
want to have their own Playgroup
The most common issues in case work under the auspice of NSS. All of the
are domestic and family violence, women want more information about
legal, income, housing and mental low cost family activities they can
health. In addition 157 formal or warm participate on the coast, are looking
referrals were made to other agencies, for ways to meet more regularly for
119 informal referrals, and 31 people mutual support and want to work
outside our Settlement target group together to help their children learn/
were assisted with referrals as well. retain their language and cultural
heritage. The Iranian women are
English conversation class Talking interested in starting a Farsi language
Around the World (TATW) continues to school for their children as their small
have great outcomes for the group community grows, and are also
with language learning, sharing interested in gaining long term
information to support settlement and employment for themselves.
building connections. Topics included
aspects of the law, housing, finding The Russian Playing Around the World
employment, education pathways (PAW) Group has been increasingly
and road rules. run by the women themselves, with
two mothers taking significant
350 CALD community members leadership. Their Christmas Play in
attended the Central Coast Russian was a highlight.
Multicultural Expo with the theme “Be
Safe” in October 2017 under the Playing Around the World (PAW) -
auspice of the Central Coast Communities for Children
Multicultural Interagency with
extensive involvement from our NSS Blue Haven and The Entrance PAW
team with 50 services sharing groups have had another very
information and promoting their successful year with children and
services. Workshops were delivered on parents learning many new skills.
law enforcement, First Aid and spider Highlights included Book Week, when
awareness. Health checks were also everyone dressed up as a favourite
provided. character, and Harmony Day when
they were joined by local primary
Cultural Responsiveness Training is school children to share in a range of
another aspect of our work. On the entertainment and activities. Healthy
Central Coast NSS delivered regular eating, Small Talk parenting skills, and
training to organisations to enable daily reading to children were among
their workforce to understand and the topics explored and modelled. 75
relate respectfully to people of sessions were held in the 12 months,
different cultural backgrounds. with 63 children and 52 parents
participating. Families involved were

from Russia, The Philippines, New and other community members and 21
Zealand, Nepal, USA, Ukraine, stakeholders about the joys,
Portugal, South Korea, Greece, challenges, hopes and dreams of all of
Australia, China, Hong Kong, UK, India, them in supporting this significant
France, Brazil, Spain, Venezuela, move. NSS has been invited to partner
Colombia, Peru, Chile, Bolivia, South with GLAPDI in order to assist in
Africa, Thailand, Tonga, Syria, reflecting on and documenting the
Indonesia, Japan, Scotland and Iran. Mingoola project, the outcomes for
the families and the community, and
Multicultural Interagencies the challenges of regional
resettlement in this form. This provides
NSS continues to convene the New a platform for reflection for GLAPDI
England Multicultural Interagency and the communities involved, a
(NEMI, quarterly) and the Central chance to identify opportunities to
Coast Multicultural Interagency (CCMI, value add to the regional resettlement
bi-monthly). These are important and outcomes, and to inform other
active forums for raising the profile of organisations who might seek to
the CALD community, sharing pursue the resettlement model GLAPDI
information about various initiatives has developed.
and problem solving on issues of
concern. The CCMI has been pleased NSW Settlement Partnership
to have increased engagement with
the Police this year as concerns with The partnership held a Showcase in
Police not using interpreters or being late 2017, telling stories and launching
culturally responsive have led to a booklet of case studies of projects
distress for some CALD community and outcomes of our settlement work
members. NEMI has been following the individually and together. NSS
new settlement of refugees into featured in 3 very different case
Armidale and has identified public studies - our work with other agencies
transport as a significant issue for on the Central Coast to produce a
migrant and refugee communities DVD and Facilitator’s Guide for use in
across the region. education about domestic and family
violence in the CALD community; the
Mingoola Mingoola documenting project; and
the Cultural Exchange where NSS
Several years ago Great Lakes Agency takes groups of young people from
for Peace and Development refugee backgrounds to visit schools in
International (GLAPDI) identified that the Manning Valley.
many of the Great Lakes African
families living in cities were yearning to NSS continues to be an active
get back on the land and farm, as participant in the NSW Settlement
they had done in their country of Partnership (NSP) meetings and greatly
origin. A chance meeting put GLAPDI value the exchange of information
in touch the Mingoola Progress and the joint activity we undertake to
Association, giving birth to this further the positive settlement
innovative settlement project. outcomes of the people with whom
we work.
NSS role was to support families from
African backgrounds settled into that
community, and interview the families

Employment Services a mutual understanding of challenges.
It has been a forum for raising
22 Project Target Group(s): complaints about poor practice,
clarifications of misunderstandings,
CALD community in Newcastle who and problem solving together on
are seeking employment or are under issues impacting on services. Activities
employed. we have undertaken together
included:
Project Coverage Region(s) and
Area(s): - Collaboration with job active
providers to achieve outcomes
Newcastle. for groups of clients - a) Food
Safety Certificates - negotiated
Project Brief: with TAFE by NSS and payment
by Job Active Providers, b)
The aim of the NSS Employment Driving Lessons - professional
Project is to: lessons through Job Active
payment followed up by
• Improve the employment volunteer driving lessons with
outcomes for people from migrant NSS, c) NSS link people to
and refugee backgrounds employment through our
networks, and job active
• Engage Job Active and other provides support services
Employment Service Providers to including interpreters for
better understand and respond to interviews and induction.
our target group
- Employment Consultations -
• Provide programs that fill gaps or Jointly facilitated a consultation
better serve the target group with Arabic speakers around the
skills they have and the
• Engage employers in challenges they are facing, with
understanding what our target an opportunity for Job Actives to
group offers, and valuing respond/problem solve with
productive diversity ideas and models for seeking
accessible employment in the
Hunter Multicultural Employment Newcastle region. The
Reference Group Department of Jobs and Small
Business Employer Liaison Officer
It is now more than 2 years since we talked with the Afghan men’s
commenced convening the group about the nature of
Multicultural Employment Reference employment opportunities in the
Group through which we have region and discussed pathways
engaged all the job active providers for people with the various skills
and several other employment service they have.
providers in the region. The Reference
Group has significantly raised the - Contact Lists - we regularly
profile of our target group among updated and shared contact
funded employment services, and lists of local Employment Service
provided a vehicle for information Providers and of local
sharing on our respective services and

Multicultural Service Providers, have been able to achieve from the 23
with contact people for mentoring program.
information sharing, working
together and trouble shooting. Multicultural Small Business Program
They also provide job actives
with targeted information about Our partnership with Newcastle City
who they can go to for Council and The Business Centre
assistance with clients from continued this year to deliver a
migrant and refugee second multicultural small business
backgrounds. program on a very different model.
After considerable evaluation of the
Employment Mentoring Program pilot program in 2017 and deliberation
on a range of models, a program of
In April 2018 NSS developed an one on one mentoring was developed
employment mentoring program to with the engagement of an
engage skilled volunteers to assist experienced Arabic speaking Business
migrants and refugees with writing Advisor. His language and cross
resumes and cover letters, cold cultural skills, alongside the local
calling, job seeking skills, interview skills. Newcastle knowledge of The Business
This compliments and fills the gaps in Centre and the additional funding
the job active service provision. By the from the Newcastle City Council
end of June, NSS had already resulted in a very effective model for
supported several people with supporting our refugee cohort into a
resumes and had recruited and range of small business endeavours.
trained 4 volunteers. Volunteers were Four small businesses are emerging
ready to start working with their first from his program, with ten other clients
clients in July. also accessing the program to explore
their business ideas.
Engagement with Employers

Employers have contacted NSS
seeking workers, and we have
been able to introduce
groups of workers to them for
interview. We have
continued to support workers
and employers to address any
issues arising through mutual
cultural misunderstandings or
challenges related to
settlement in Australia. Where
workers have been linked to a
job active, we have co-
ordinated with the job active to
provide support from their program to
further enhance the employment
sustainability. Linking the people we
have supported with resumes into
employment is a further outcome we

Outcomes get a licence, which in turn
assists in gaining employment
We have seen great outcomes for our
client group through this Employment • Regular conversations with job
Project including: actives to trouble shoot on
issues
• Increased use of interpreters by
job actives in the region – noted • Sharing of information about
by Department of Jobs and clients and resources to support
Small Business employment outcomes

• Some job actives are engaging Key Ingredients in Positive Outcomes
a regular interpreter in certain
languages - Collaboration between job
active providers and
• Greater mutual understanding multicultural sector agencies,
of service provided by each and collaboration between job
others services - employment active providers
service providers and
multicultural sector providers - Building relationships of mutual
respect and understanding
• Collaborative work to move
24 people into employment and
help keep them there

• Increased number of clients
from refugee backgrounds
gaining employment

• A number of clients exploring
and working towards
establishing small businesses

• Organising flow of activity to
compliment each others
services, for example one job
active provider paid for 5 -10
driving lessons with an
interpreter in the car, and then
NSS volunteers continued with
driving training so people could

AGED SERVICES

25

Aged Care Services Team

Rasa Bajalis John Biswas Stefanie Maier

Aged Services Team Sector Support & Development Home Care Packages
Manager Coordinator

26 Lupe Fonua Tima Oto Hunter Irene Lupish

Home Care Packages Multicultural Social Support Community Visitors Scheme
Coordinator Coordinator Coordinator Hunter

Dongmei Zhang Katie Livingstone Marilín Pérez Cabrera

Chinese Social Support Multicultural In Home Respite Multicultural Social Support
Coordinator Coordinator Central Coast

Natalia Meliendrez Kellie Matterson Kathy Karimodini

Multicultural Social Support Multicultural In Home Respite Community Visitors Scheme
Central Coast Coordinator Coordinator
Central Coast Central Coast

Rasa Bajalis – Team Manager - Aged Services

Project Coverage: recipients can have the quality of life 27
they truly deserve.
Hunter and the Central Coast regions.
The reviewed Commonwealth Home
Project Scope: Support Programme Manual was
released in 2018 with a strong focus on
It is with pleasure that I report on the activities that support independence
activities of the Aged Care Services and social connectedness and taking
team for the last year. As anticipated into account each person’s individual
2017 - 2018 has been a hectic and goals, preferences and choices.
exciting due to the fast pace of the
ongoing Aged Care reforms. June 2018 saw the end of funding from
Aged, Disability and Home Care
The NSS Aged Care Team is dedicated (ADHC) of the disability portion for the
to delivering support and services for Sector Support and Development
older people over 65 years and their position.
carers wishing to continue living quality
and independent lives in their own The Aged Care team now comprises
homes. We work to create 12 coordinators and 18 care support
opportunities for our clients to connect staff supporting the Hunter and the
with others, encouraging social Central Coast areas. We are proud of
cohesiveness and lessening the the enhancement of the delivery of
potential for isolation. care to our programmes with the
steady growth of bi-cultural care
We offer culturally appropriate and support workers. Our staff is from a
responsive services which focus on variety of cultural backgrounds -
wellness, reablement and Chinese, Russian, Polish, German,
independence. Filipino, Tibetan, Italian, Uganda,
Zambia and Australian - and are a
Our Aged Care Service is comprised good reflection of the population
of three main program areas which demographics we support in our
are all funded by the Department of targeted areas.
Health: Home Care Packages,
Community Visitors Scheme, Home Care Packages:
Commonwealth Home Support
Program which includes Individual The number of clients on a level 2
Social Support, Flexible Respite and Home Care Package is almost equal
Sector Support and Development. to the number of clients receiving a
level 3 or 4 Home Care Package
We continue with repositioning (Total: 40 clients). This has enhanced
ourselves to accommodate the the need for greater skills of case
changing face of the Australian Aged management and coordination.
Care sector. At NSS we remain
focused on supporting and The introduction of employing NSS
empowering the older person in our care support staff has had a very
community to make informed choices positive impact in that NSS is able to
about the aged care they receive. By match clients with workers who come
choosing their individual care and from the same or similar CALD
supports that’s best for them, our care background. Also, by employing staff
directly, NSS is saving on costs on
brokerage which puts money back

28 into the client’s budget. The overall meet several times a year for training,
feedback from clients has been very interaction and sharing information.
positive.
Commonwealth Home Support
While the knowledge about Home Programme:
Care Packages of My Aged Care staff
still seems to vary greatly, there have Sector Support and Development
been significant improvements to (SSDO) - Multicultural Access Project
accessing information via the My Hunter
Aged Care website. Providers are now
able to see the expected waiting The Hunter CALD Elder Abuse
period for clients who are waiting for Prevention Network (HCEAPN)
an upgrade. campaign concluded in February 2018
with a “train the trainer” training
Community Visitors Scheme (CVS): delivered to members and leaders of
different cultural communities and
CVS matches volunteers with older CALD Age Care service providers in
people who are socially isolated, for Newcastle.
the purpose of friendship and
companionship. The project continues The report from the Hunter CALD Elder
to provide social support to CALD Abuse Prevention Campaign was
residents of Aged care facilities and to launched in June 2018 at the World
those living at home in receipt of Elder Abuse Awareness Day event.
Home Care Packages in the Hunter
and Central Coast. The SSDO presented an abstract on
elder abuse awareness work at the
The CVS program is becoming more FECCA National Biennial Conference
recognised and valued by service in Darwin and the 5th National Elder
providers and members of diverse Abuse conference in Sydney earlier
communities. This is reflected in the this year. The SSDO also wrote an
increase of referrals. article for FECCA newsletter on elder
abuse issues and took part in an
The number of Home Care Package interview hosted by the Senior Rights
Recipients on the Central Coast has Australia.
doubled during the latter part of
reporting period. NSS received funding from Settlement
Services International (SSI) under the
In the Hunter volunteers visited 35 FutureAbility Project (FA) to engage
clients, making 946 visits and travelling with and increase participation to the
12,951 kms. National Disability Insurance Scheme
(NDIS) by CALD communities on the
Clients come from 14 different NDIS. A very successful Round Table
backgrounds – Italian. Ukrainian, event was held in November 2017 with
Chinese, German, Dutch, Latvian, 59 registered people attending.
Australian, Russian. Indonesian, Polish,
Macedonian, Spanish, Serbian and As part of this project the SSDO
Czech and Vietnamese. facilitated delivery of NDIS information
sessions by bi-lingual project workers to
The commitment and dedication of three different language communities:
our group of volunteers is invaluable. Hindi, Arabic and Kirundi.
Our Community Visitors volunteers

The Arabic speaking bi-lingual project Multicultural Flexible In Home Respite 29
worker presented a paper about their (MFIRS)
communities’ perspective at the
DiversAbility/NDIS inclusion NSS was successful in gaining
Conference in April 2017. Commonwealth Home Support
Program (CHSP) Growth funding to
Multicultural Social Support establish a Multicultural Flexible In-
Programme - Hunter and Central home Respite Service (MFIRS) in the
Coast Hunter and Central Coast regions. This
innovative service provides flexible
This programme aims to reduce respite care to CALD carers who
isolation and support social support frail aged or have a disability,
connectedness for those wishing to in their own home to enable carers to
continue living quality and have time out and energy to care for
independent lives in their own homes. themselves.
The programme focus is on wellness
and reablement. The MFIRS Hunter service was
established and operational in August
In the Hunter the program is supporting 2017 and the Central Coast service
6 ethno-specific communities commenced in December 2017.
including: Chinese, Spanish speaking,
Vietnamese, Filipino, Tongan and The nature of the respite service is that
Samoan. it will be required for a short or a long
period of time dependent on the
The Central Coast supported over 110 needs of the Carer and Care
clients with the assistance of 25 Recipient. Services may be assistance
volunteers. Volunteers assist with with personal care, medication
transporting clients to appointments, monitoring, meal preparation,
shopping or attending social groups. transport to attend appointments and
social support by appropriately
Social groups include Spanish qualified care support staff.
speaking and 3 multicultural groups
who meet at Bateau Bay, Woy Woy Carer CALD backgrounds have
and Kanwal. included Croatian, Polish, Greek,
Ukrainian, Korean, Pilipino, Fijian,
Information sessions are popular across German, Macedonian, Italian, Russian,
both regions. Speakers were sourced Indian, Swiss, Lithuanian, Samoan and
from Legal Aid, Lawyers, Health Dutch.
Department, Immigration, Dementia
Australia and Elder Abuse. This program has been well received
and MFIHR now offers planned
Festivals and cultural traditions are overnight respite services and longer
celebrated within each community weekend services to continue
such as Chinese New Year and ethno supporting the carer with optimising
specific Independence Days. Shared respite opportunities.
events such as Harmony Day, Seniors
Week, Carers Week and Mother’s Day
are a good opportunity for making
friendships and community
engagement opportunities.

MULTICULTURAL
FAMILY SUPPORT &

WELFARE

30

Welfare Team

Petrona Kelly Miza Torlakovic Juanita Loli

Welfare Team Manager / CALD Family Worker Multicultural Family Support &
Complex Case (Families First) Welfare Coordinator, Tax Help,

EAPA Officer

31

Zeni Edmunds Elena Ferguson

Brighter Futures Coordinator Multicultural Family Support &
Welfare Coordinator

Pet Kelly – Team Manager
Multicultural Family Support & Welfare

32 The Welfare Team delivers the Early • Assessment & Case Planning by
Intervention & Placement Prevention providing assessment to assess
Program (EIPP), the CALD Family the strengths and needs,
Support Project and the Brighter including any risks; plan and
Futures Program - CALD Home Visitor coordinate a mix of services to
program meet the needs of client/clients

The Early Intervention & Placement • Home visits, delivered to
Prevention Program operates individual family home or
predominantly in Newcastle, Lake another location
Macquarie with outreach services
provided to locations across the Lower • Parents Support Groups by
Hunter as capacity allows at Maitland, facilitating self-help/peer
Cessnock & Port Stephens. This support groups for parents
program targets low to medium risk
children, young people and families The Brighter Futures Program provides
from CALD backgrounds for short term intensive and preventative support to
support to identified issues & prevent vulnerable families with young
escalation of problems. The support children, where children are identified
service model is structured to deliver 2 at risk of significant harm. Parenting
streams of service provision: support is offered through regular
home visits to ensure any family issues
• Child & Family Support targets are addressed immediately. The
families with children aged 0 – program is voluntary & takes referrals
12 years or expecting a child from Family & Community Services
(FACS). Samaritans Foundation is the
• Youth & Family Support targets lead agency & NSS provides the home
young people 13 to under 18 visiting component of the program to
years or families with young CALD families. Families who qualify for
people in this age range the program are experiencing
domestic violence, drugs & alcohol
The CALD Family Support provides problems & when one or both parents
support to vulnerable disadvantaged suffer from mental illness.
families comprising of first time parents
and families with children aged 0-8 Highlights and Achievements
from CALD backgrounds. The target
group includes teenage parents and Group Sessions
parents with a developmentally
disability and/or parents with special • 250 group sessions were held
needs who live in the Newcastle and with 5,004 individuals and
Lake Macquarie LGAs. families attending.

Key Service Specifications of these Case Management
Projects include:
This year, the Welfare Team provided
• Advice & Referrals by providing 350 instances of support to individuals
comprehensive information and and families:
advice to young people &
families • Presenting issues were inter-
related and on many occasions
a client/family presented a
number of needs or problems
including domestic violence,

immigration, homelessness, Hunter New England
financial, mental health, Multicultural Health Services
legal/court matters, health, being run at Hunter Multicultural
social/emotional, Communities in Waratah
unemployment, family • NSS Multicultural Parenting
problems, material needs, Group, Waratah
education & training, tenancy, • Multicultural Supported
youth issues, housing & Playgroup with Kindergarten
accommodation, child Union (KU), Mission Australia and
protection, etc. Multicultural Neighbourhood
• Individuals & families were Centre (MNC) held at MNC,
assisted according to needs. Lambton
Support was provided through • NSS Multicultural Playtime
outreach either face to face Group in partnership with MNC
and through other means such at Lambton
as e-mails, text, phone calls, • Russian Bicultural Children’s
etc. Group being run in Wallsend
• Clients were provided
information, options, & advice 33
relevant to their needs &
referred to culturally • Multicultural Playgroup in
appropriate services either collaboration with Lake
external or to NSS workers Macquarie City Council & The
• Children with child protection Willows, Warners Bay
issues reduced and young
people’s level of safety and • Afghan Women’s Social Group,
well-being improved Jesmond Neighbourhood
• Social isolation and Centre
homesickness among the
women has been reduced; a
sense of belonging,
camaraderie and self-esteem
increased through participating
in group activities
• Eight clients of CALD
backgrounds gained Drivers’
License

Multicultural Playgroups/Parenting

In partnership with other organisations,
the Welfare Team is heavily involved in
supporting
Multicultural
playgroups at various
locations such as:

• MOMS (Mothers
‘ Obstetrics
Multicultural
Support in
partnership with

Participation in Events: NSS WORKERS LYDIA AND ELENA PARTICIPATING
AT OUTSIDE PLAY FOR FAMILIES
The team participated in:
34 • Harmony Day Celebrations in
Lake Macquarie, Cessnock,
Singleton & Hamilton
• White Ribbon Breakfast
Newcastle
• Multicultural Expo,
Multicultural Neighbourhood
Centre in Lambton
• Refugee Week Celebrations
• “Play, Outside Play”,
Wetlands Shortland
• Lake Macquarie Family
Exhibition, “You’re Kidding
Me Expo” at Glendale

Indeed, it has been another very
hectic year for the team, but a
satisfying one. It is a pleasure
leading the Welfare Team for their
continued hard work and
cooperation which creates such a
wonderful working
environment. Warm
thanks go to each
and every one of
them.

NORTHLAKES MULTICULTURAL PLAYTIME

MOMS FRIENDSHIP GROUP

IMMIGRATION
ADVICE &

ASSISTANCE

35

Immigration Advice & Assistance

36 This last year has been busy as there bulk of the work is for partner visas.
have been a large number of Syrian Nowadays we are a globetrotting
refugees arriving in the Hunter region. nation and inevitably falling in love
Understandably many of the Syrian overseas happens. Applying for
people who were resettled here have partner visas can be complex and it is
family members still in Syria and other important that it is done correctly.
countries such as Lebanon and Turkey. Therefore people come to the service
These family members are often in dire for assistance. The visa cost for a
circumstances and also need a safe partner visa is also quite high and non-
place. Unfortunately all of the refundable if refused.
applications lodged by family
members were refused by the Unfortunately sometimes relationships
Department of Home Affairs. This has end for a variety of reasons. It is very
been a cause of stress for many stressful to move to another country
people. and culture within a new relationship.
Some people choose to leave the
Four years ago the Hunter region saw relationship and return home. Others
a large number of families coming are forced into leaving due to family
from Afghanistan on humanitarian violence. There are provisions under
visas. This is not a common practice as immigration law which enable some
usually people need to be outside of visa holders to apply for permanency
their country of origin to be granted a in Australia despite the relationship
humanitarian visa. However the men in having ended. This is also a group
these families were working for the whom we assist.
Allied Forces as interpreters. Because
of their work they and their families We have given talks at different
were very much at risk and so the groups such as the Afghan Women’s
decision was made to grant them visas Group, for staff and for students at the
and relocate them to Australia. Now University. We are happy to provide
these families are eligible to apply for this service free.
citizenship as they have been here for
four years. We have been very busy Currently there are long delays in both
applying for citizenship for the majority. the Department of Home Affairs and
They have settled in well and want to at the Administrative Appeals Tribunal
complete their integration into in decision making. We try to assist
Australian life by becoming citizens clients as quickly as possible however
and therefore “Aussies”. we cannot influence the speed of the
process. This creates frustration for
While the majority of clients are from both clients and workers.
refugee backgrounds we also work
with migrant and Australian born While NSS helps many clients without
people on a range of issues. cost we do have to ask for payment in
Applications for citizenship and for some cases. This enables us to
visitor visas are common. However the continue providing the service.

HENRIETTE PROVIDING INFORMATION 37

NSS
ADMINISTRATION

TEAM

38

NSS ADMINISTRATION TEAM

Katie Sewell Kerry Blades Kathy Rowarth John Pattey

Operations Manager Finance Manager Accounts Senior Administration
Officer
39

Natasha Holliday Violeta Klements Sharlene Huber Julie Mills
Administration Officer
Administration Officer Administration Officer Administration /
Central Coast
Finance Officer
Central Coast

NSS SNAPSHOTS
OF 2017/18

40

41

NSS STAFF MEMBER TONKOH - HARMONY DAY

MULTICULTURAL HEALTH WEEK

42 MULTICULTURAL PARENTING GROUP
RIVERLIGHTS MULTICULTURAL FESTIVAL

AFRICA DAY CELEBRATIONS

HARMONY DAY GREGSON PARK HAMILTON 43
HARMONY DAY GREGSON PARK HAMILTON

HARMONY DAY GREGSON PARK HAMILTON

AUSTRALIA'S BIGGEST MORNING TEA - CENTRAL COAST

44

MULTICULTURAL SENIORS WEEK

CALD ELDER ABUSE WORKSHOP

45

AFRICA DAY CELEBRATIONS CALD ELDER ABUSE WORKSHOP

MULTICULTURAL COMMUNITY LIAISON OFFICER PATRICIA OWEN WITH
SETTLEMENT WORKER ROSE OKU AT RIVERLIGHTS MULTICULTURAL FESTIVAL

46 VOLUNTEER WEEK
MULTICULTURAL HEALTH WEEK

WORLD SUICIDE PREVENTION DAY WALK

YOUTH CULTURAL EXCHANGE

47

UNITY IN DIVERSITY

FINANCIAL
STATEMENTS

48


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