Information about services

Introduction

Knowledge of available services empowers people to make informed decisions about accessing the service that will best meet their needs. The individual’s knowledge and expectation of services must include shared understanding of service objectives, target group, eligibility criteria, waiting times and entry processes i.e. what documentation you need to provide, assessment procedures etc. This process enables people to locate services that will most closely match their particular requirements.

In our research, residents identified the need for improved access to information about available services in the Eastern Region. They referred not only to information about specific services, but also more generally information about service delivery systems. For example, services for caring for elderly people whose needs may increase over time. Service providers also spoke of the need for information and resources on available services in the region. However, agencies also identified the need for a “Resource Centre” that could provide, for example, data for service planning, links with migrant communities and other agencies, and knowledge of cultural values and community leaders. Similarly, migrant community support groups require information to assist them to develop and deliver their services. For example, information about funding options, Australian service systems and culture.

This chapter will discuss information dissemination to meet the needs of:

  • Residents,
  • Migrant Community Support Groups, and
  • Service providers.

Migrant access to information

Migrants require information that is relevant to different stages of the settlement process. For example, when people first arrive, information is required about services that support day to day living in Australia such as housing, employment, Medicare, public transport, English classes and schools. As people become more familiar with their living environment, they require additional information to enable them to take advantage of the opportunities Australia offers. For example, information about school structures and the role of parents and school councils.

Information should be accessible when people need and seek it and be provided in a way that can be readily understood. However, people need to know the value and availability of services, where to go if they need information and feel confident that the information they receive is accurate and appropriate to their needs. Residents identified several ways in which the MIC could provide information to both individuals and migrant communities:

  • One stop shop,
  • Community forums,
  • Media and technology, and
  • Community networks.

“One stop shop”

The “one stop shop” concept provides a single point-of-contact for individuals to seek information about services to meet a wide range of potential needs. This requires establishing a means through which information can be collected and maintained to ensure on-going accuracy and relevance to the community. To make appropriate referrals to other organisations, service information must be comprehensive including contact details, languages spoken, translated material available, costs, eligibility, appointment process, transport details, wheelchair access, etc. The successful dissemination of information is dependent not only on the collection of information at a central point but also through the development of strong relationships and effective communication between the “one stop shop” and agencies operating in the region.

The “one stop shop” is not just about sharing information about services with customers when they request it. People are provided opportunities to explain their circumstances and needs so that they receive advice about the full range of options available to them taking into account confidentiality and linguistic and cultural needs.

Community forums

Community forums present opportunities to provide information to a larger group of people from a community rather than on an individual basis. Residents requested community forums for information about services provided by individual agencies, several agencies who provide a range of services in areas such as health, aged care and youth services as well as information forums advising the community about government policy changes and Australian cultural practices.

In addition, bilingual facilitators or interpreters can be used more efficiently and effectively for communicating to a larger group of people at the one time. Moreover, community leaders and interested members of the community can participate in planning the forum and determining the most relevant cultural and linguistic approach.

Media and technology

Residents identified ethnic media, newsletters in appropriate languages and a web page for young people as ways for distributing information to large numbers of people within migrant communities. People frequently discuss information they have seen or heard about in the media. As a result, agencies can reach a wide audience through the effective use of these mediums.

Community networks

Another effective process for disseminating information is through migrant community support networks. Agencies can attend network meetings or ask community leaders for assistance to contact and speak on their behalf to people within their community. Community leaders can also provide invaluable feedback on the best approach to meet the community’s cultural and linguistic needs.

Community networks can play an important role in the development and evaluation of the cultural appropriateness of services. They can identify community understandings of service outcomes which may be a barrier for accessing services and assist in developing more culturally appropriate service models to encourage the community to seek support.

Migrant community support groups

Migrant Community Support groups play an important role in linking people with others who share a wide range of experiences including migration, culture and language. Residents identified the need to develop a sense of community support as critical for gaining a sense of belonging in Australia.

From our research, the information sought by groups changed as they developed and established their services and activities. In the initial stages of development, groups need information on the availability of low cost meeting venues, support to identify priorities and community expectations and knowledge of community resources. More established groups frequently sought support and information to promote their group and link with other services and other migrant support groups as well as information on new services and assistance to access funding. All migrant community support groups stressed the need for access to a central point to gain information both for their own groups and for individuals from their groups.

Groups were also seeking information sessions on a range of topics for their members including preventative health measures, services in their local areas and more general information on Australian cultural practices and how the Australian service system operates.

Information for service providers

As with residents and migrant community support groups, service providers stressed the need for a central contact point for information. Comments made by service providers in respect to the information they sought included (MIC:1999:79-96): “Providing an information centre or ‘hub’ for agencies and migrant communities and sharing information and resources by facilitating information forums and developing service directories.” ”Information dissemination to service providers and migrant communities about available services, events, networks, demographic data, needs analysis and migrant communities leaders and networks.”

In addition, service providers identified the need for demographic data, community directories, information forums and understanding diverse cultures. Service providers requested cross cultural training programs to assist them in developing culturally appropriate service responses.

Actions[1]

  • Employ bilingual and bicultural caseworkers to provide information and support to MIC customers.
  • Establish a comprehensive database of information on relevant services in the Eastern Region.
  • Undertake and make available research on the needs of migrant communities particularly newly emerging communities.
  • Establish mechanisms to link newly arrived migrants to community support networks.
  • Establish mechanisms to link migrant community support groups with service providers and agencies in the region.
  • Develop MIC web page to access MIC information including links to other relevant internet sites.
  • Develop and distribute every 6 months a MIC newsletter on service development and activities of community interest.
  • Utilise ethnic media to promote MIC initiatives and local activities of community interest.
  • Maintain and make available demographic profiles for Local Government Areas in the Eastern Region, updating the profiles biyearly with data from DIMA’s Settlement Database.
  • Maintain and make available a directory of services and migrant community groups in the Eastern Region.
  • Provide informed advice on the needs of migrant communities in the Eastern Region.
  • Develop a comprehensive list of brochures, written material, videos and audio tapes that are available in community languages. Ensure all translated material is available at the MIC.

[1] See Action Plan of this report for activities against the actions listed in this chapter.