Case Study 1
Supporting a person with disability through HACC PYP Program
MIC supported Mrs SL, a 64-year-old woman from Iran living alone in community housing, through the Home and Community Care Program for Younger People (HACC-PYP) and disability support advocacy services. Mrs SL experienced multiple psychological and physical health conditions, including anxiety, PTSD, OCD, chronic pain, and mobility challenges, which significantly impacted her independence, wellbeing, and ability to manage daily activities.
An MIC Access and Support Worker provided intensive, culturally responsive support to help Mrs SL navigate the disability service system. This included conducting home visits, identifying her support needs, developing goals and action plans, assisting with gathering medical evidence, and supporting her through a lengthy NDIS application and review process after her initial application was declined.
While awaiting the NDIS outcome, MIC connected Mrs SL with HACC-PYP services, including domestic assistance, gardening, transport support, and volunteer social visits to reduce isolation and improve community participation.
After 18 months of advocacy and ongoing support, Mrs SL successfully received an NDIS plan and is now connected with support coordination, counselling, and home support services. She is now able to live more independently, safely, and confidently within her community.
Case Study 2
Supporting Older Australians through the Aged Care Volunteer Visitors Scheme (ACVVS)
Mr L, a 69-year-old man of Chinese background, was experiencing significant social isolation and depression while living alone in his own home. Due to prolonged periods of withdrawal, he rarely left the house and had disengaged from activities he once enjoyed, including photography. With limited social supports and no close family nearby, Mr L was at risk of worsening mental health, loneliness, and declining wellbeing.
Through the Aged Care Volunteer Visitors Scheme (ACVVS), the Migrant Information Centre provided person-centred support by carefully matching Mr L with a volunteer who shared his interest in photography. This shared connection helped build trust, rapport, and meaningful engagement.
The volunteer encouraged Mr L to participate in small social outings, beginning with short walks to a nearby park and gradually progressing to photography trips into the city. Over time, these regular visits helped rebuild Mr L’s confidence, motivation, and sense of connection to the community.
As a result of the program, Mr L now regularly leaves his home, actively participates in photography outings, and has developed a genuine friendship with his volunteer. The positive relationship has significantly reduced his feelings of loneliness and improved his overall wellbeing, demonstrating the powerful impact of social connection and culturally responsive volunteer support.
Case Study 3
Strengthening Family Violence Responses in Aged Care Volunteer Programs
As part of the Working Together Project, the Migrant Information Centre strengthened its capacity to identify and respond to family violence within its aged care volunteer program. During a routine volunteer visit, an older culturally and linguistically diverse (CALD) woman appeared distressed and disclosed concerns about her safety at home. The volunteer, having received family violence awareness training through the project, recognised the indicators of risk and immediately escalated the concerns in line with the organisation’s established procedures.
Further assessment by trained staff, using MARAM-aligned risk assessment tools, identified a pattern of long-term family violence and elder abuse. The woman was living with her husband, who had dementia, and had experienced ongoing physical assaults, escalating verbal abuse, threats to kill, and a recent incident involving a knife. Her social isolation, limited English, cultural stigma, and dependence on her caregiving role significantly increased her vulnerability and reduced her ability to seek help independently. The assessment also identified potential safety risks for volunteers attending the home.
Through the Working Together Project, staff accessed specialist family violence consultation, developed a comprehensive safety plan with the client, and implemented enhanced volunteer safety protocols. Bicultural staff provided culturally safe support and facilitated warm referrals to specialist family violence, elder abuse, legal and counselling services. Information sharing between services enabled a coordinated and timely response.
As a result, the client reported feeling safer, supported and understood for the first time. She successfully engaged with specialist services and developed greater confidence in accessing ongoing support. The case also strengthened organisational practice by demonstrating how investment in workforce capability, MARAM implementation, volunteer safety and cross-sector collaboration can significantly improve outcomes for older CALD women experiencing family violence and elder abuse.
Case Study 4
Improving Family Violence Responses for CALD Women through the Working Together Project
Through the Working Together Project, the Migrant Information Centre has strengthened its ability to identify and respond to family violence experienced by culturally and linguistically diverse (CALD) women before situations escalate into crisis. During a community engagement activity, a young woman confidentially approached a staff member to disclose that she feared her family intended to force her into marriage and send her overseas against her will. She was extremely anxious about her safety and requested information only, expressing fears of family retaliation, cultural shame, community judgement, and involvement from authorities. She was not an existing client and had never previously accessed specialist family violence services.
Thanks to training and capability developed through the Working Together Project, staff recognised that forced marriage is a form of family violence and responded with confidence and sensitivity, despite there being no immediate physical assault. A specialist family violence consultation pathway was activated, enabling staff to undertake a MARAM-aligned risk assessment using de-identified information while maintaining the woman’s confidentiality. A culturally safe, trauma-informed approach ensured that her autonomy remained central to all decision-making. Staff worked with her to develop a practical safety plan, focusing on preparedness, understanding warning signs, protecting her privacy, and identifying safe support options.
The woman received accurate information about her legal rights and available specialist services, including forced marriage and family violence support, allowing her to make informed decisions at her own pace. As a result, she reported feeling empowered, reassured and better informed about her options. The case highlights how the Working Together Project enables early intervention, builds trust with CALD communities, and strengthens workforce capability to provide culturally responsive, MARAM-aligned family violence responses that prevent harm before it occurs.