‘Front of House’ staff in any organisation are often the first experience of service provision for people from refugee backgrounds. They provide a critical ongoing link between the client/patient and the agency, and potentially set the tone for all future contact. Consequently, how aware and skilled front office staff are, in supporting refugee and asylum seeker access to their service, will play a significant role in health and other outcomes.
The workshop will focus on the journey and settlement issues for people from refugee and asylum seeking backgrounds. It will also focus on: trauma-informed approaches to engaging and supporting clients/patients; identification; eligibility, and access to health services in Victoria. Engaging language services and perspectives around health literacy will also be covered.
- Aspects of refugee journeys and settlement issues for people from refugee and asylum seeking backgrounds;
- A framework for understanding refugee experiences and supporting recovery in any professional context;
- Eligibility and access to health services in Victoria for people from refugee and asylum seeking backgrounds; and
- Communication skills, language services and health literacy.