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.
Case Study 5
Supporting a Young Person’s Mental Health and Wellbeing
A Year 10 student from a newly arrived migrant family was referred to the Migrant Information Centre (Eastern Melbourne) (MIC) Youth Team after teachers noticed they had become withdrawn, anxious and disengaged from school. Although the student was experiencing significant stress, they found it difficult to talk about their feelings with family members due to cultural expectations and stigma surrounding mental health. They also felt uncomfortable approaching school staff because of concerns about confidentiality and being misunderstood.
A bilingual Youth Settlement Worker from MIC, who spoke the young person’s language and understood their cultural background, established a trusting relationship through regular one-on-one meetings. The worker provided a safe, confidential and culturally responsive space where the young person could openly discuss their worries, including academic pressure, family expectations, social isolation and feelings of anxiety.
Over several months, the Youth Team supported the student to develop coping strategies, build confidence, strengthen social connections and access appropriate wellbeing supports. With the young person’s consent, MIC also worked collaboratively with the school to ensure appropriate educational support while maintaining the student’s privacy and dignity.
As a result, the student reported feeling more confident, less isolated and better able to manage stress. School attendance and classroom participation improved, and the young person began engaging in extracurricular activities and building positive peer relationships.
This case highlights the importance of culturally responsive, trauma-informed and confidential youth support services in helping young people navigate mental health challenges and achieve positive educational and wellbeing outcomes.
Case Study 6
Building Digital Confidence for a Newly Arrived Family
A recently arrived family from Myanmar had been living in Australia for only a few months when they were referred to the Migrant Information Centre (Eastern Melbourne) (MIC). Although the parents owned smartphones, they had limited digital skills and relied on friends to complete essential online tasks. They struggled to access government services, communicate with their children’s school, book medical appointments and use online banking, leaving them feeling isolated and dependent on others.
Through MIC’s Digital Literacy Program, the family participated in a series of practical, bilingual training sessions delivered by a bicultural worker. The sessions covered essential digital skills, including using email, accessing MyGov and Medicare, downloading trusted apps, recognising online scams, using translation tools, and safely navigating the internet. The family also learned how to communicate with their children’s teachers through school apps and online portals.
Over the following months, the parents became increasingly confident using digital technology independently. They were able to book appointments online, access settlement information, communicate directly with service providers, and support their children’s education by engaging with school communications and online learning platforms. Most importantly, they no longer felt reliant on others for everyday digital tasks.
The program significantly increased the family’s independence, confidence and social inclusion. By improving their digital literacy, the family gained greater access to essential services, strengthened their participation in the community and developed the skills needed to successfully settle and thrive in Australia.
Case Study 7
Supporting a Young Person Towards Independence
A 16-year-old young person from the Zomi community arrived in Australia from India with their family in mid-2025. Having recently settled in the Eastern Metropolitan Region, they were adjusting to a new country, education system and community.
The young person was experiencing challenges settling into life in Australia. As they approached their 16th birthday, they became interested in obtaining a learner driver permit and finding part-time employment to regain a sense of independence and purpose.
MIC worked with the young person to identify practical goals and provided support to obtain a learner permit, apply for a Tax File Number and prepare for employment. The young person was also connected with relevant driving and employment pathways.
The young person actively participated in every step of the process, demonstrating motivation and commitment. Staff provided encouragement, practical guidance and ongoing support to help them navigate Australian systems and build confidence.
As a result, the young person successfully obtained their learner permit, joined the L2P driving mentor program waiting list, secured a Tax File Number and is now applying for casual employment opportunities. Their family and broader care team have also observed noticeable improvements in their confidence, behaviour and overall engagement.
The young person and their family expressed sincere appreciation for the support they received, highlighting the positive impact it had on their settlement journey.
This case reinforced the importance of recognising young people’s previous life experiences and supporting their independence in culturally responsive ways, enabling them to build confidence and successfully participate in their new community.
Case Study 8
Hakha Chin Community Information Session
This was the first community information session delivered to the Hakha Chin community on consent, respectful relationships, and referral pathways. As an introductory session, facilitators carefully adapted the content to ensure it was culturally appropriate, respectful, and delivered in language that participants could easily understand. Recognising the sensitive nature of the topic, the focus was on building awareness and establishing trust within the community.
Participant feedback was overwhelmingly positive, with evaluation forms indicating that attendees gained significant new knowledge and valued the opportunity to participate. To encourage practical learning, facilitators used six case study scenarios based on situations that could arise at home, in the workplace, and in public. These discussions explored personal rights, consent, healthy boundaries, and available support services.
The workplace power imbalance scenario generated the greatest discussion. Participants considered whether consent could be freely given when an employee feared negative consequences for refusing a manager’s request. Many demonstrated an increased understanding that consent is not valid when influenced by authority, pressure, or fear, and expressed confidence that they could say “no” in similar circumstances.
The session also increased awareness of available support services. One participant sought additional information about referral pathways and received culturally appropriate resources from bicultural workers. Community leaders also reported greater confidence in referring individuals to specialist services. Although no personal disclosures were made, this was expected for an initial session. The wellbeing and debrief activities held separately for women and men concluded the session in a relaxed environment, strengthening relationships and laying the foundation for future engagement and trust.
Case Study 9
From Frustration to Financial Stability
After living in Australia for more than 10 years and recently receiving a protection visa, a client from a Pakistani background came to MIC feeling frustrated and overwhelmed by the Centrelink system.
The client was experiencing financial stress and was unsure which payment they were eligible for or what documents they needed to provide. After trying to navigate the system independently and waiting around two months for an outcome, their application was unsuccessful.
The client felt they had tried to do the right thing but did not understand what was required or where to turn next. They wanted someone to help them make sense of the system and access the support they needed.
With the client’s consent, an MIC caseworker contacted a Services Australia multicultural officer to clarify their circumstances. The caseworker then met with the client, explained the available payments and eligibility requirements, and supported them to complete and submit the appropriate JobSeeker Payment application online.
Just two weeks later, the client advised MIC that their application had been approved.
The Impact
For the client, the outcome was more than receiving a payment. MIC’s support helped relieve immediate financial stress and transformed a confusing and frustrating experience into a successful outcome.
The client was able to move forward with a better understanding of the system and greater confidence in accessing services.
This story demonstrates how culturally responsive casework, practical assistance and advocacy can help remove systemic barriers and give people confidence and hope to keep moving forward.
Case Study 10
Small Issues Matter: Practical Settlement Support
For people who are newly arrived in Australia, seemingly small everyday problems can become significant barriers. Understanding a fine, correcting a name on official documents, completing a form or knowing which agency to contact can be difficult when you are also learning a new system, language and way of life.
MIC’s Settlement Program provides practical support that helps people resolve these issues early, build confidence and become more independent.
A Parking Fine That Became a Financial Worry
A woman from a Burmese background who had been in Australia for approximately one year came to MIC after receiving a parking fine. She did not have enough money to pay the fine and was worried about what would happen next.
Her MIC caseworker explained the available options, including a payment plan and the Work and Development Permit (WDP) Scheme. The client decided she wanted to explore the WDP option.
MIC helped her complete the necessary application and request an extension of the fine’s due date.
For the client, this relatively simple assistance provided relief from an immediate financial worry and helped her understand that there were options available when she could not manage a payment.
When Your Name Becomes a Barrier
A newly arrived woman from a Chin Mizo background faced a very different problem. Her official records did not include a family name, and her name was being recorded inconsistently by different service providers.
This was more than an administrative inconvenience. The inconsistency meant she was unable to apply for concessions on her utility accounts.
MIC supported the client to prepare her identification documents and apply to formally add her clan name as her family name.
Within one month, her name change was successfully completed. MIC then provided information about the organisations she needed to contact to update her details.
The client reported being very happy and satisfied with the support she received.
Why Small Issues Matter
For someone familiar with Australian systems, these may seem like relatively straightforward administrative problems. For a newly arrived person, they can create financial hardship, anxiety and barriers to essential services.
Settlement support is often about solving the small problems before they become big ones.
Through practical assistance, information and culturally responsive support, MIC helps newly arrived people understand Australian systems, resolve everyday challenges and develop the knowledge and confidence to navigate those systems independently in the future.
Here is a concise, de-identified case study under 250 words, with a stronger focus on how a seemingly small issue can matter significantly during settlement.
Case Study 10
Small Support, Meaningful Impact
For many people settling in Australia, accessing everyday services can be challenging when language and unfamiliar systems create barriers.
A woman who had been living in Australia for a few years approached MIC for help applying for a Low Income Health Care Card. Although the application may appear relatively straightforward, she did not feel confident completing it independently because of language barriers.
Her MIC settlement worker explained the different ways she could apply, including online through MyGov or using a paper form. The client felt more comfortable using a paper application, so the worker supported her to complete the form and explained how to obtain the required statement from her employer.
Importantly, the client was also reassured that she could return to MIC if she received correspondence from Centrelink that she did not understand or needed further assistance.
The Impact
What might seem like a small administrative task can make a real difference for someone navigating an unfamiliar system in a new country.
The client left feeling supported and confident about the next steps. Her positive experience was reflected in her decision to refer a friend in a similar situation to MIC for assistance.
Settlement support is often about making everyday systems understandable and accessible—one small issue at a time.