Evaluation of the Humanitarian Settlement Services and Complex Case Support Programs

The Department has completed an evaluation of the Humanitarian Settlement Services (HSS) and Complex Case Support (CCS) programs.  

The HSS program provides early practical support to humanitarian clients (typically during their first 6-12 months) to help them settle into the community. CCS is available to humanitarian entrants and other vulnerable migrants with exceptional needs during their first five years in Australia.  

Ernst & Young was engaged to independently examine the appropriateness, effectiveness and efficiency of the programs. The evaluation found that on the whole the HSS and CCS programs are working well and achieving their objectives and that the relationships between the two programs are generally clear.

Ernst & Young consulted with service providers, clients, peak bodies and other relevant stakeholders to inform the evaluation. Information was collected through a variety of mechanisms, including a discussion paper, interviews (face to face and over the phone), focus groups, electronic surveys and roundtable discussions.

Ernst & Young found improvements could be made to the programs in the areas of:

  • enhancing client settlement pathways
  • supporting effective service delivery
  • encouraging collaboration and innovation and
  • reducing administration burden and realising efficiencies.

The Department will consider the report and recommendations to ensure a clear understanding of the potential impact and sustainability of any program changes. The Department will consult with the settlement sector on the implementation of the evaluation findings and other key stakeholders.

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