Humanitarian Settlement Program

The Department works to improve the lifetime wellbeing of migrants and refugees settling in Australia by responding to their specific needs, and encouraging their independence and participation in the Australian community.

As a part of this, the Department has merged the existing Humanitarian Settlement Services (HSS) and Complex Case Support (CCS) programs into the Humanitarian Settlement Program (HSP).

The HSP will build skills and knowledge for the social and economic wellbeing of humanitarian entrants through a needs-based case management approach.

The implementation of the HSP will bring significant improvements to the way the Department delivers support services to humanitarian entrants. It will also:

  • reduce the number of contract regions, with a lead/subcontractor delivery model;
  • move towards an outcomes-based delivery framework, with a renewed focus on improving English language, education and employment outcomes for humanitarian entrants;
  • create clear linkages to the Adult Migrant English Program, (administered by the Department of Education and Training) and jobactive, (administered by the Department of Employment); and
  • improve case management for individualised, needs-based support.

Tender process

The Department conducted a two-staged procurement process to design and deliver the HSP.

The tender process involved an initial public request for expressions of interest, which was completed in September 2016, with shortlisted respondents participating in co-design workshops, in November 2016.

The co-design of the program took into account the 2015 formal evaluation of the Humanitarian Settlement Services and Complex Case Support programs and the Australian Government’s commitment to improve English, employment and education outcomes for humanitarian entrants. Feedback captured at the co-design workshops also informed the HSP model and the Stage Two Request for Tender (RFT) documentation. The RFT closed on 18 April 2017.

The Assistant Minister for Social Services and Multicultural Affairs, Senator the Hon Zed Seselja announced the outcome of the HSP tender on 27 July 2017 at Parliament House.

Services for humanitarian entrants under the HSP are planned to commence on 30 October 2017.

The transition period (27 July – 30 October 2017) will give the new Service Providers time to prepare their organisation to deliver services, including securing infrastructure, recruiting and training staff, and developing policies and procedures.

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