
When help hurts: The impact of inadequate first-line responder training on women’s safety
A single mishandled disclosure of domestic violence can silence a woman forever, says Adara* a specialist nurse supporting refugee communities. Her recent experiences highlight the urgent need for better-trained first-line responders, like case workers, health professionals and educators who are working with refugee women experiencing domestic violence.
“The amount of courage it takes to even open up to one person is enormous,” says Adara, who has spent years working with newly arrived refugees.
“When that disclosure is met with unhelpful responses like ‘don’t break up your family,’ it can be devastating. That person might never speak up again,” she says.
The importance of that first disclosure moment has become increasingly apparent through her work. A recent case highlighted the systemic failures when a refugee woman, after gathering the courage to report domestic violence, was discouraged from seeking help – a response Adara describes as “infuriating.”
“Someone takes the immense bravery to speak up, and then gets discouraged from taking steps necessary for their own safety,” she says. “Had people received adequate support and training, that person would not have said what they said.”
Cultural understanding from one woman to another
Trust and cultural understanding emerge as crucial factors in supporting women experiencing domestic violence. Adara says that clients are more likely to disclose abuse to someone who shares their language and cultural background, and who is a woman.
“It resonates with them when the worker looks like them, talks like them, and has similar lived experiences,” she explains.
Adara reflects on her own cultural background and her journey to Australia with her family in the late nineties. She recalls her younger brother falling sick and the unique challenges the family faced, including the lack of in-language support and resources to help educate her family on his illness and how to support him.
While this experience inevitably led Adara into nursing, it also veered her into her specialist role as a refugee nurse – to be a bridge between the complexities of mainstream services.
“I believe this woman spoke up again to my colleague because it probably resonated with her that my colleague looks like her, talks like her and has got the same life experiences as her. She is so brave for speaking up again, and now we can take the right steps to support her.”
Barriers to mainstream support
Beyond language difficulties and cultural differences, many women are simply unaware of available support services or their rights.
“They definitely don’t know what’s available to them. They definitely don’t trust anybody or anything,” she notes.
“But even if you take ‘refugee’ out of the context, it could be the same for any domestic violence victim. Sometimes they do know the services that are available to them, but they are afraid to reach out. Abuse chips away at a person’s ability to do things for themselves.”
Mandatory domestic violence response training for all frontline workers, increased investment in bicultural support workers and better coordination between refugee services and domestic violence support agencies should be a start.
“At the very least, if you don’t have the answers, don’t say the wrong thing,” she emphasises. “Say ‘I’m going to connect you with someone who can help’ and find the right information.”
Her experiences underscore a critical message: the first response to a domestic violence disclosure can make the difference between a woman seeking further help or returning to silence.
The need for change is urgent. As refugee communities continue to grow in regional areas, the demand for culturally appropriate domestic violence support services also increases. Training and supporting first-line responders, particularly those from refugee backgrounds themselves, could provide the crucial link between vulnerable women and the help they need.
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“I follow the mantra that living is about giving. That’s the joy of this work. It can be as simple as playing music for an elderly person and seeing their face light up as their favourite song comes through the speaker,” said Jose Miranda Garcia.
This philosophy of putting people first is at the heart of Jose’s work as SSI’s Business Relationship Lead. He and his team are the bridge between 920 aged care providers across NSW, the ACT and the Home Care Workforce Support Program (HCWSP).
Jose migrated to Australia as a young refugee from El Salvador. Since then, he has been motivated by one simple question – how do I give back to the community and help people in need?
“I’ve always wanted to work in the community sector and be able to make a difference in meaningful ways,” said Jose.
His role now allows him to direct his skills in IT, recruitment and business development towards impact within the aged care sector.
“The first three things I think about is how do we make something faster, more efficient and more effective for the people involved,” he said.
Jose and his team recently led the development of a refined candidate matching algorithm – a CRM system that matches care workers to clients based on skills, needs, languages and backgrounds. Its aim? To make sure the right carers are placed with the right clients.
“The algorithm essentially gives providers a more tailored match of participants,” Jose said. “It cuts down processing time from 10 days to 72 hours, and more importantly, factors in cultural contexts.”
He continued, “For example, if we have an elderly person who speaks Arabic, we can now match them with a care worker from their local government area who speaks Arabic too. The worker will understand their culture and can make them feel respected, appreciated and acknowledged for their cultural norms and beliefs.”
For Jose, the new system is a win-win situation for the community, for the government, and for each person needing care.
Leading its creation has been one of many rewarding aspects of his role with SSI. Beyond this, he continues to find fulfillment in seeing his team grow, flourish and realise the impact their work can have.
“Once you connect your work to your why and your purpose, that’s the most rewarding part,” said Jose.
“We’re helping to fill a lot of recruitment gaps, assisting with retention, and building the capabilities of people within the Aged Care Market which is urgently needed at the moment. We also are supporting aged care providers and new people who are interested in joining the Aged Care Workforce. We essentially do the groundwork in the recruitment process to make the recruitment process as smooth and seamless as possible for new entrants and Aged Care Providers.”
Beyond getting people into aged care roles, a key focus of the HCWSP is removing barriers to joining the workforce. Jose and his team are constantly looking for the best ways to open more opportunities within the aged care sector.
“Everyone has had an elderly person in their life at some point. There’s a heartwarming experience in being able to take care of someone who needs that help,” Jose said.
As his role grows, Jose hopes he can continue supporting the aged care sector across a whole range of initiatives.
“It’s a growing industry that’s only going to get bigger, and within that, every connection is making a difference.”

We are pleased to announce a new social enterprise from SSI – SSI Legal, a law practice specialising in immigration matters.
Through a long history of working with newcomers to Australia, we have identified the need for more ethical, trusted legal services to support people navigating Australia’s ever-changing and complex immigration system. We’ve established SSI Legal Pty Ltd to meet this need.
SSI acquired Mary Hanna Lawyers, a Melbourne-based migration law practice with extensive experience and a highly regarded reputation for delivering quality services in this space.
The transition of Mary Hanna Lawyers to SSI has enabled Mary Hanna to accept an appointment with the Administrative Appeals Tribunal, while her clients, practice and team have all transitioned seamlessly to the new legal practice with SSI.
We are proud to continue to build on the respected work of Mary Hanna and be led by the same values and principles of our wider organisation, committed to putting people first with a focus on ethics, honesty and respect.
For more information or to speak to one of our dedicated immigration lawyers, visit About SSI Legal – SSI.

Aged care providers across Australia know firsthand the impact of the ongoing workforce shortages. Some aged care homes are working below capacity, meaning seniors needing care have no option but to remain in hospitals for extended periods. Overcoming this staffing gap is a collaborative effort across the sector.
As part of our Home Care Staffing Support (HCSS) initiative in NSW and the ACT, we’ve partnered with Hireup Australia’s largest NDIS-registered platform of support workers. Together, we’re working on cost-effective and flexible ways to connect more aged care providers with qualified care workers.
Focus Care Australia’s Service Operations Manager, Maria Paul recently shared insights into the benefits of the HCSS. She highlighted how key challenges are being solved to get more workers into jobs to care for Australia’s seniors.
Impact in action
“Focus Care provides in-home aged care, dementia care and disability support. We’ve experienced many different recruitment support programs across many regions. SSI and Hireup have been the ones that have made us the most hopeful by being the most effective solution for us,” Maria said.
She continued, “We’re a medium-sized company and passion is one of our biggest drivers – we thrive off it and promote that! The program has allowed us to be very responsive and given us the ability to maintain the consistency of our support to clients.”
Since joining the HCSS in June 2023, Focus Care has worked with approximately 30 different support workers, each helping to address their resourcing needs and working closely with case managers and Focus Care’s head office.
“Resourcing has been the biggest benefit for us. Our focus is always on building quality services, especially in terms of supporting our workforce as they carry out community care,” Maria said.
“Hireup makes that so much easier to do and has ensured our existing workforce isn’t spread too thin.”
“There are also financial benefits. SSI allows us to submit a 50 per cent rebate for the cost of paying Hireup support workers and with the money we’re saving, we can allocate more into helping both the people we support and our workers,” she added.
In a broader sense, the collaboration has given Focus Care a wider range of diverse expertise and personalities who can support clients. It has improved the quality of care that seniors receive and ensured that cultural contexts are considered when support workers provide aged care services.
Maria explained, “Almost 1,000 hours have been covered over the space of a few months. To us, that’s an unbelievable amount. If you think of it this way: without that workforce, that would be 1,000 hours where elderly people in our community would have gone without the fundamental care they need.”
In tandem with the Home Care Workforce Support Program (HCWSP), the HCSS has given aged care providers and workers a greater degree of flexibility in the hiring process and prompt job placement. The HCWSP ensures that all workers are trained and job-ready, while the HCSS pairs workers with providers in need of staff, both directly addressing staff shortages.
“Giving us options or solutions to tackle workforce challenges confidently – unbeatable! That’s what the HCSS has done, it’s a great partnership,” Maria said proudly.
How it works
As part of the government-funded HCWSP program, the HCSS provides flexible resourcing options for eligible Aged Care Providers by giving them access to the thousands of care workers seeking work via the Hireup platform.
SSI provides eligible aged care providers with a subsidy to cover 50% of the wages of casual workers hired through the Hireup initiative.
At the core, the initiative creates more opportunities and shifts for support workers. The knock-on effect is a job-ready pool of carers available to look after senior Australians.
Since partnering with Hireup in March 2023, we’ve seen both the HCWSP and HCSS continue to grow and actively contribute to the industry’s workforce shortage.
A career in home care offers many benefits for flexible work, a range of work options, and the potential to build a meaningful career.
We’ve compiled a list of frequently asked questions and answers to help clarify what home care work can look like for you.
What is home care?
Home care is in-home professional daily living support for seniors.
What kind of support might I expect to provide?
Home care workers support seniors with simple tasks inside and outside the home. These include shopping, social outings, light household work, cleaning, helping with medications, cooking and food preparation, and ultimately, helping seniors to live at home for longer.
How do I know if I would be suited to working in home care?
Working in home care is perfect for people looking for a fulfilling long-term career. You won’t need any prior qualifications and our free workforce support program will guide you through every step of the way.
If you have soft skills like empathy and patience, enjoy the company of seniors, and you live or can work in NSW or the ACT, a career in home care could be for you.
We also help you with gain requirements including;
● Driver’s licence
● First Aid training
● Connect you with a registered training organisation for additional training options such as Certificate III in Individual Support (Ageing and Disability).
What level of flexibility can I expect?
Home care roles can be full-time, part-time or casual. You can take on a workload best suited to your lifestyle and work fewer hours if needed. There are also roles available in a wide range of locations including regional suburbs, giving you the freedom to work where and when you want to work.
What skills or training are required?
You don’t need any to begin, but SSI can support you with gaining new ones, including:
● Professional mentoring and career coaching
● Free accredited and non-accredited training
● Access to specified Home Care Traineeship, including a Certificate III in Individual Support (Ageing) or Health Services Assistance.
What career development pathways are available?
Home care offers many different opportunities to progress in your career. We can help you upskill and move forward in:
● personal care work
● administration
● home care management
● nursing
● counselling
● care coordination
● allied health – health practitioners who are not doctors, dentists, nurses or midwives. e.g. psychologists, podiatrists, physiotherapists, pharmacists
● speech pathology, and many other career paths.
You can download our Home Care Career Roadmap to view an outline of the different development pathways and find the right one for you.
What are the financial benefits?
Following a decision by the Fair Work Commission, as of 30 June 2023, direct carers and certain senior food services employees nationwide have received a 15 per cent wage increase.
This means that working in home care is recognised for the value and quality of the work, while also matching the growing cost of living.
What non-financial benefits are available?
Home care offers the chance to do meaningful work that has a positive impact.
You can expect flexible working hours and the option to either work full-time or part-time. There are also positions available in many different locations, including regional areas, meaning you can work near where you live, work on a schedule that suits you and be able to maintain a healthy work-life balance.
Through SSI’s Home Care Workforce Support Program, you can also receive a complimentary 12-month My NRMA membership that allows you to access discounts on fuel, electricity, dining, insurance and much more.
Do I need to have completed a Police Check or Working With Children Check?
Yes, but SSI supports you with this process. Our team will walk you through the entire process and even reimburse the cost of Working With Children Checks and National Police checks.
How does SSI support me in finding a job?
Our Participant Service Delivery team supports you in the registration process and covers NDIS costs and background check costs. Where needed, we will also refer you to our training team for any further accreditation you may need.
We also assist with obtaining a driver’s license and car insurance, making sure you’re ready for the job.
We create a Care Profile for every participant that gathers information on your lived experience related to care and helps generate a one-page snapshot of who you are and what your skills are.
How long would it take for me to get a job?
Within 24 hours of your initial query, our team will respond via phone, email or text to begin the eligibility screening process.
Depending on the provider, the placement process can take approximately six to eight weeks, however, we work tirelessly behind the scenes to expedite it as much as possible.
We also provide post-placement follow-up calls at one, three, six and twelve-month intervals that track your progress once you are paired with a provider.
What’s next?
Start your journey in home care by registering for the Home Care Workforce Support Program here.
Australia’s growing ageing population and workforce shortages impact all generations, not only seniors.
Through strategic recruitment efforts and getting passionate workers into care jobs, we can help seniors across the country receive the support they need now and in years to come.
Aussies are living longer but lonelier
Australians are expected to live longer and healthier than ever before. The number of people over 65 is set to double in the next 40 years, according to the government’s latest Intergenerational Report.
While living longer and healthier is great news, data from the National Mental Health Commission also shows that seniors are more likely to experience loneliness. This is reflected in having fewer close relationships in retirement, health conditions, and living alone in their own homes. In fact, nearly one in five (19 per cent) of people aged 75 and older reported feeling lonely.
A core part of home care work is providing support to combat loneliness. For many seniors, care workers provide the added benefits of developing and maintaining vital connections on a regular basis and encourage a sense of participation with friends, family and in the community.
According to the data, addressing loneliness can even help prevent further chronic physical conditions like heart disease, stroke and even dementia.
Staying home for longer
Seniors are increasingly choosing to live independent lives at home. Research by National Seniors Australia showed 92 per cent of Australians want to stay at home as they age.
Focusing on home care can potentially reduce seniors’ need to prematurely enter aged care homes. Between 2012 and 2022, the number of Australians receiving Commonwealth-funded home care packages — support from the government to cover the costs of accommodation and specific care needs — nearly quadrupled from 55,000 to 216,000.
This rise in seniors requiring support needs to be met with a proportional rise in the availability of people trained to provide support.
CEDA forecasts the need for care and support workers will continue to grow, and by 2030 the Australian care sector will need at least 110,000 more support workers.
Make a difference in home care
Remedying the workforce shortage starts with the simple step of getting more people engaged in the sector. The government-funded Home Care Workforce Support Program (HCWSP) aims to do so by attracting, training and recruiting more aged care workers.
We are delivering the free-to-join program in NSW and the ACT, helping aspiring care workers access opportunities, apply for the roles they are best suited for and upskill with free training where needed.
On an individual level, home care work offers a wide range of flexible work styles that can be both indoors and outdoors, and create a work-life balance with casual, part-time and full-time roles.
Home care is one of the unique careers where you can witness first-hand the positive impact of your work. That sense of fulfilment and knowing you have made a difference in someone’s life is what support workers who are already in the care sector say is the highlight of their work.
If you are considering a new career, changing industries, or looking to help someone and make a difference, working in home care might be a great fit.
Start your journey today by registering your interest in the Home Care Workforce Support Program here, or call us on 1800 849 010.

Kerry took a leap into home care after a rewarding 25-year career in community pharmacy, driven by her unwavering compassion for helping seniors.
Having already spent much of her career in the pharmacy assisting older people, home care seemed a perfect fit.
Looking back on her transition, Kerry said the decision to join SSI’s Home Care Workforce Support Program was easy and she felt supported every step of the way.
“It took me about a month from the time I contacted SSI to starting my job. They made it simple and were very helpful. The staff called me every few days to see what was happening,” she said.
The transition from a strict five-day workweek in pharmacy to choosing her own work hours at Catholic Healthcare was ideal for Kerry. She liked to do other things three days a week, and on those days she would begin work at one o’clock, which suited her lifestyle. Gradually Kerry shifted back to full-time work as she enjoyed her new role helping the elderly so much.
In addition to embracing flexibility, one of the most rewarding aspects of Kerry’s work is the social connection she provides to those she cares for. Many elderly individuals do not get the opportunity to interact with others on a regular basis.
“Just by helping them to continue to live at home, where they feel most comfortable, I can brighten their day with my visits,” she reflected.
Kerry also recognised that while many elderly individuals had given so much to others throughout their lives, they now needed assistance to keep their independence.
“They’ve worked hard all their life and it’s nice to give back,” said Kerry.
For these seniors, Kerry’s visits aren’t just about chores; they are a chance to share stories, make connections and even enjoy a simple cup of tea together.
She enjoys getting to know the seniors she cares for and finding out what they’re interested in.
“By introducing their interests back to them, it gives them a purpose,” she noted.
One of the seniors Kerry supports once revealed that his father used to teach budgies to whistle. Because he lived alone, she seized the opportunity to help him get a budgie of his own.
“When I recently visited him, he told me, ‘I’m so happy I got a budgie. It’s made me so happy. I wouldn’t give him away for anything’,” she recalled.
Prior to his new colourful companion, Kerry’s client rarely got out of bed. Having a sense of purpose and something to care for every day has, in her words, ‘made a big difference’.
Watch Kerry’s full story here.
Learn how SSI’s Home Care Workforce Support Program can help you to build a meaningful care career here.
When Jok-Babott sought refuge in Australia over 20 years ago, she confronted the daunting task of learning a new language and navigating unfamiliar systems and cultures. Today, Jok leverages her own experiences and skills to provide the support she wishes she’d had as a newcomer.
(more…)Maria Gonzalez’s experiences of migrating to Australia ignited her passion to lead a team dedicated to bridging gaps between Australian organisations and multicultural communities.
(more…)After initially living in neighbouring Iraq, Ms Razzouk arrived in Australia in April 2022 on a humanitarian visa. But with no professional network, a lack of understanding of the Australian job market, and no local driver’s licence, she needed support to get back on her feet and rebuild her career in a new country. And she could not wait!
“From the moment I arrived in Australia, I wanted to start applying for jobs. I really didn’t want to wait any longer because I spent four years in Iraq due to the pandemic lockdowns. I spent a lot of time waiting so when I arrived in Australia, I felt the wait was finally over.”
Support and encouragement from her dedicated Refugee Employment Support Program (RESP) Employment Facilitator provided Ms Razzouk with pathways to explore employment goals, improve her resume and interview skills, attain a driver’s licence, and explore short-term goals that would lead to greater employability skills.
“I was in touch with my facilitator every day asking what else I can do to learn new skills or enrol in courses. As a newcomer in Australia, I had so many questions and need a lot of information.”
At the start of the job hunt, she found the Australian accent particularly challenging despite having studied English for years.
“I already knew how to express myself and engage with new people in English but during my first months, the Australian accent was a challenge. In job interviews, I would struggle to understand the interviewer as they would speak quickly, and I’d have to ask them to speak slower or repeat their questions. But day by day I got better and improved my language skills.”
With SSI’s support, Ms Razzouk was referred to various job opportunities, and within six months of arriving in Australia, she was offered a part-time job with IKEA working in their member and customer relations team.
“As my first local work experience, it was the first for me for everything – my first office, first team, and first manager in Australia. This experience taught me so much about the Australian workplace, and I felt supported from the start. The team trained me and arranged every small detail to help me deliver my best performance. Everything was well organised, and I never felt scared or embarrassed if I didn’t know something. This surprised me a little.”
Following her first positive entry to the Australian workplace, Ms Razzouk landed a full-time position with the organisation that supported her from the start, SSI. As an intake administrator in SSI’s RESP team, she now helps others achieve their career goals in their new home country. She is also planning to enrol in a course to study community services to deepen her skills in the sector and continue achieving her big career goals.
“I plan to keep building on my skills in management and administration so I can reach higher, year after year. In 1-2 years, I plan to be a supervisor and in 3-5 years, a team leader,” she said.
“When it comes to my long-term goals, I could manage my own business, or even build a big training centre. Or I could have a political job or stay in the community sector. These are all different fields I could explore because of my qualifications, skills and the flexible personality and strength I have.”
Ms Razzouk’s confidence and passion are immediately evident to anyone who meets this future leader. When reflecting on this part of her character, she acknowledges her confidence is a key ingredient that’s helped her achieve a lot she can be proud of today.
“The first reason for my confidence is my family who are in Syria but support me every day. Being in Australia is a personal win for me. I’m proud I was able to move on, face all the challenges I faced for all those years, and end up here,” she said.
“When you live in limbo for years, and then life gives you an opportunity to realise your dreams and rebuild your life in a safe country – you will get this confidence! Because life is giving a new opportunity to rebuild the life that you want. This is the source of my confidence.”