MIC Settlement Services Client Feedback – July 2022 to June 2023

The Migrant Information Centre (Eastern Melbourne) (MIC) obtains feedback from clients participating in all SETS client services, including casework, group programs and activities to measure whether the service is meeting client needs, achieving the outcomes and objectives of each program and to identify areas of improvement and service planning to better meet client needs in the future.

The Migrant Information Centre (Eastern Melbourne) provided settlement support for 778 clients across 4,261 sessions during the period of July 1^st 2022 to June 30^th 2023. Clients came from 25 different countries of birth with the graph below displaying the top countries.

Within the reporting period 73% of clients came from Myanmar/Burma with clients from Iran (12%) and China (9%) make the top 3 largest communities.

All MIC Settlement Program clients are offered the opportunity to provide feedback on the services they received from the MIC at the time of the service. In addition to this the MIC conducts a telephone survey of a number of clients who have accessed settlement services in the previous six months. Below are the results of the client survey.

Services and Group Programs – Satisfaction Rating

MIC conducted evaluations across all programs and services delivered in the financial year 2022/2023. The satisfaction rate across all programs was collated, indicating an average satisfaction of 99% with 1,282 people providing feedback. Children were not asked to complete feedback forms for children’s holiday programs, however, verbal, and anecdotal feedback from children who attended was overwhelmingly positive.

Casework & Referrals

MIC assisted a total of 778 clients with SETS casework support across 4,261 sessions; 721 were low intensity clients and 165 medium intensity clients. A total of 458 referrals were made: 376 external and 82 internal referrals.

Low Intensity Casework
Clients requiring low intensity casework support generally present with the knowledge and skills required to settle into their new community with minimal assistance. MIC assisted a total of 721 low intensity clients across 3,153 casework sessions. 89% of clients indicated their casework support helped them settle in Australia with 92% stating their caseworker gave them a better understanding of what they needed to do to resolve their issues. A total of 91% of clients stated the casework support addressed the issues they were experiencing with 70% indicating the support taught them how to solve problems on their own.

Medium Intensity Casework
Clients requiring medium-intensity casework support presented with a range of factors impacting on their settlement in Australia. Their needs that are greater and more complex requiring increased assistance and multiple sessions to be resolved. Caseworkers supporting medium intensity needs clients provided information, advice, and referrals, as well as advocacy, support and outreach as required, until the client was better able to navigate the Australian service system on their own. MIC assisted a total of 165 medium intensity clients across 828 casework sessions.

A total of 92% of clients indicated that they felt the casework support provided gave them a better understanding of what they needed to do to resolve their issues with MIC addressing the needs they raised. 87% stated they had an increased understanding of other services because of the casework support with 92% stating MIC assistance has helped them settle in Australia.

The Migrant Information Centre (Eastern Melbourne) provided settlement support for 726 clients across 2,427 sessions during the period of July 1^st 2021 to June 30^th 2022. Clients came from 33 different countries of birth with the graph below displaying the top countries. Within the reporting period 67% (489) of clients came from Myanmar/Burma with clients from Iran making up the second largest group of 13%. Those in the ‘other’ category had less than 3 people arriving different countries including from Somalia, Ethiopia, Sudan, and India.

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

⁽²⁾ Medium-intensity settlement clients are clients that have greater needs that need to be addressed to assist them to meet their goals. The caseworker will work with the client to develop a case plan outlining the client’s goals and review it at 6 monthly intervals and/or as the client’s needs change. As noted in the SETS guidelines, clients requiring medium-intensity support may present with a range of factors impacting on their settlement in Australia, but are not considered to require Specialised and Intensive Services under the Humanitarian Settlement Program (HSP).

The Migrant Information Centre (Eastern Melbourne) provided settlement support for 510 clients across 1,837 sessions during the period of July 1^st to December 31^st 2021. Clients came from 22 different countries of birth with the graph below displaying the top countries. Within the reporting period 67% (344) of clients came from Myanmar/Burma with clients from Iran making up the second largest group of 15%. Those in the ‘other’ category had less than 3 people arriving different countries including from Pakistan, Ethiopia, Vietnam, and India.

Low-intensity⁽¹⁾ Settlement Clients:

Medium-intensity⁽²⁾Settlement Clients:

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

⁽²⁾ Medium-intensity settlement clients are clients that have greater needs that need to be addressed to assist them to meet their goals. The caseworker will work with the client to develop a case plan outlining the client’s goals and review it at 6 monthly intervals and/or as the client’s needs change. As noted in the SETS guidelines, clients requiring medium-intensity support may present with a range of factors impacting on their settlement in Australia, but are not considered to require Specialised and Intensive Services under the Humanitarian Settlement Program (HSP).

The Migrant Information Centre (Eastern Melbourne) provided settlement support for 786 clients across 2,348 sessions during the period of July 1^st to December 31^st 2020. Clients came from 25 different countries of birth with the graph below displaying the top countries. Within the reporting period 61% (374) of clients came from Burma/Myanmar with clients from Iran making up the second largest group of 10%. Those in the ‘other’ category had less than 10 people arriving from India, Egypt, Malaysia, Ethiopia and Yemen.

All MIC Settlement Program clients are offered the opportunity to provide feedback on the services they received from the MIC at the time of the service. In addition to this the MIC conducts a telephone survey of a number of randomly selected clients who have accessed settlement services in the previous six months. Below are the results of the client survey.

Low-intensity⁽¹⁾ Settlement Clients:

Medium-intensity⁽²⁾Settlement Clients:

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

⁽²⁾ Medium-intensity settlement clients are clients that have greater needs that need to be addressed to assist them to meet their goals. The caseworker will work with the client to develop a case plan outlining the client’s goals and review it at 6 monthly intervals and/or as the client’s needs change. As noted in the SETS guidelines, clients requiring medium-intensity support may present with a range of factors impacting on their settlement in Australia, but are not considered to require Specialised and Intensive Services under the Humanitarian Settlement Program (HSP).

The Migrant Information Centre (Eastern Melbourne) provided settlement support for 894 clients across 2,791 sessions during the period of January 1^st to June 30^th 2019. Client’s came from 21 different countries of birth with the graph below displaying the top countries. Within the reporting period 67% of clients came from Burma with clients from Iran making up the second largest group of 11%. Those in the ‘other’ category had less than 10 people arriving from Afghanistan, Chad, Ethiopia, Greece, Hong Kong, India, Malaysia, Pakistan, and Sudan.

All MIC Settlement Program clients are offered the opportunity to provide feedback on the services they received from the MIC at the time of the service. In addition to this the MIC conducts a telephone survey of a number of randomly selected clients who have accessed settlement services in the previous six months. Below are the results of the client survey.

Feedback for our homework groups

For Feedback on our Homework Support Programs (HSPs) in 2018/2019 see Evaluation-Report.

For Feedback on our Homework Support Programs (HSPs) in 2016/2017 see Evaluation-Report.

MIC Settlement Services Client Feedback – July 2022 to June 2023

Services and Group Programs – Satisfaction Rating

Casework & Referrals

(1) Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

(1) Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

(1) Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

Settlement Program client feedback for 2017/2018

Settlement Program client feedback for 2016/2017

Settlement Program client feedback for 2015/2016

Feedback for our General Information sessions

Feedback for our homework groups

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.

⁽¹⁾ Low-intensity settlement clients are clients who need short term and straight forward support to meet their goals. The SETS guidelines outlined that low-intensity casework support is provided to clients requiring minimal assistance to meet their settlement needs and achieve their goals.