Imagine being told you need a life-changing medical procedure—but in a language you don’t fully understand. This is the confronting reality for many people in Australia today who face barriers accessing vital information in English.
We all deserve to understand what’s happening in our lives, to know our options, and to make choices based on clear information. The right to receive information in a language we understand is fundamental, no matter the language we speak.

Life-changing service
For Nasser, a professional interpreter from Jordan, this isn’t just about words. “Interpreting can be a life-changing service, especially for newly arrived migrants navigating healthcare or legal systems. We’re not just translating—we’re supporting people’s rights to access services in a language they understand.”
Drawn to languages through a love of English movies and music, Nasser turned his passion into a profession, completing a degree in interpreting and translating before moving to Australia in 2015.
“Honestly, if I hadn’t studied translation and interpreting, I wouldn’t be here in Australia today,” Nasser shared. “After finishing my bachelor’s degree in Jordan, I felt I needed to improve my spoken English to be a better interpreter. This brought me to Sydney to immerse myself in the language and pursue a master’s degree at Western Sydney University. It wasn’t easy balancing part-time study and work, but it opened doors to my career as an interpreter.”
Today, Nasser works as a professional interpreter in courts, police stations, schools, and medical clinics. His clients are Arabic speakers from diverse backgrounds, many of whom rely on his skills to navigate life-altering situations.
He highlighted the unique obstacles interpreters often face in these settings. One of the biggest challenges is when service providers aren’t fully prepared for an interpreter’s presence.
“At medical clinics, sometimes the doctor doesn’t expect me at the appointment. There might not be a chair set up, which leaves me feeling like I’m not part of the conversation. But having a properly set up space is important for everyone—it ensures better communication for the patient.”
Another challenge Nasser often faces is lack of a proper briefing beforehand. “A quick briefing with the service provider makes a huge difference. It helps me understand the context, know who’s involved, and makes for a smoother session. Without it, there can be confusion, especially if there are multiple people involved or if the matter is particularly complex.”
Despite Australia being known for having one of the best developed interpreter systems in the world, studies within the country have found that although access to professional interpreters is available in many sectors, they are often underutilised.
“It’s very important to have a professional interpreter instead of a family member or friend, as many of us don’t want to share private information with relatives or friends especially when it comes to matters like health. Professional interpreters are also bound by a code of ethics, which means we are always confidential and impartial,” Nasser reflected.
How best to work with interpreters
Professional interpreters are much more than a bridge between languages—they’re a lifeline for people navigating complex systems in a new country. With the right training, organisations can create safer, more inclusive environments for all.
We recently developed an e-learning course designed to help organisations make the most of professional interpreters like Nasser. With the right training, they can ensure every person, no matter what language they speak, has equal access to respectful, trauma-informed, and culturally responsive services.
You can trial our new online course here or speak to our Diversity Training team by calling us on 02 8799 6700 or via email diversitytraining@ssi.org.au.
Innessa, singer/songwriter creating slavic inspired alternative folk, was selected to be part of SSI’s delegation at the Australian Women in Music Awards (AWMA) in 2023. A year on, she shared her journey, highlighting impactful moments and encouraging other aspiring musicians to seize this unique opportunity to apply to be part of this year’s SSI AWMA delegation.

Award inspiration
“The AWMA awards night was a huge highlight – a culmination of the whole experience. Seeing acts of such high calibre, like Vanessa Amorosi, was so inspiring. I wanted to work on my art to be on that stage one day,” Innessa recalled.
“The black carpet on awards night made me feel like a star, a VIP for a moment, while the industry panels at the conference opened my eyes to new perspectives. I learned something valuable at each of the sessions.”
One of the great experiences for Innessa was the chance to meet new people and expand her network.
“Meeting other delegates and spending time with them was fantastic. I enjoyed hearing their stories and discovering common interests. I had a little jam session with one of the delegates, Peranya, and I hope to collaborate with her musically in the future,” she shared.
Innessa had clear goals going into the delegation, including getting inspiration for organising her own tour after AWMA and finding a mentor. “During the awards night, I ran into a few acquaintances and had the chance to discuss my music ideas and plans with them. Pauline Maudy was one of them. I asked her to be my mentor, and when she said yes, I was over the moon! In December, I was given a grant for Pauline to mentor me, and now we have a goal of getting me ready for an Australian national tour following my successful Queensland tour,” she said.
Bringing diverse artists together
Innessa emphasised the importance of supporting diverse musicians through initiatives like SSI’s delegation at the AWMA Awards.
“As someone who came from a different country, it’s tough to cut through the noise and promote myself. When I came to Australia, it was hard to start completely anew with no connections,” she explained.
Innessa’s musical journey began at eight in Russia with a passion for poetry. By 16, she was performing original songs, blending her poetry, vocals, and guitar skills. After university, she traveled the world with her guitar, exploring music in the Black Sea, Egypt, Spain, and the USA. Now based in Australia, she has released four studio albums, performed at major festivals, and had two songs selected as finalists in the Queensland Music Awards.
Innessa acknowledged that balancing family responsibilities, university studies, and a music career is a challenge, but the support from the delegation experience at AWMA helped her regain her drive, focus and confidence to ‘put herself out there’.
“For female artists who come from different countries, it’s really helpful when you get support promoting yourself. My original music is not traditional folk or commercial pop, so finding where I fit can be a struggle,” she shared.
The delegation provided a space for diverse musicians from all backgrounds and music professions to find a place of belonging and connect with others on similar paths.
“I don’t know why anyone would be unsure about applying for this opportunity where you get to come to awesome workshops and events and connect. Why wouldn’t you apply?” Innessa encouraged.
“You won’t lose anything by applying, and you might get the chance to be part of something special.”

Supplied by AWMA. Photo credit: Elouise Van Reit-Gray
How to apply
For emerging, diverse female musicians, the delegation experience offers a unique chance to learn, grow, and connect with Australia’s top music talent.
Applications to be part of SSI’s next delegation are now open and close at midnight on 18 August. We welcome applications from emerging, female-identifying, or non-binary artists from diverse cultural backgrounds in NSW and Queensland.
Apply using this form, which gives more details on what’s included and who can apply.
Ahlam, Ana, and Emad all arrived in Australia as refugees and today, they are giving back by supporting newcomers settle in Australia as part of SSI’s Immediate Services team.
We caught up with them at the Sydney Airport arrivals hall to hear more about their first steps on Australian soil and what those moments taught them to better support others.

Emad’s never-ending excitement to be the first to welcome newcomers down under
Emad recalls his first moments in the arrivals hall he sits today as deeply emotional.
“This was the moment when someone waited for me and, upon my arrival, said, ‘Okay, welcome to Australia. A new life awaits you here.’ Immediately, I forgot everything I left behind in my country. All the suffering turned to excitement,” Emad reflected on his experiences from 15 years ago.
Today, Emad is part of a tight-knit team of staff from refugee backgrounds and other SSI staff who make the SSI Immediate Services team, who have the responsibility and privilege to be the first people Australia’s newcomers meet and build connections with when they first land in their new home.
“When our clients arrive at the airport, usually there are family and friends waiting so often it feels like a party. Because some families are waiting for five to eight to 10 years for approval for a loved one to come to Australia,” Emad said.
“We get very excited when we see our clients happy and getting hugs from their relatives. It’s especially moving when we welcome families and kids.”

Ahlam: From newcomer to regular at Sydney Airport arrivals
Ahlam came to Australia as a refugee 16 years ago. When she first arrived, she didn’t speak English and had no money.
“I was so scared to come out of the airport, wondering who will be out there waiting for me. I had no idea what was going to happen next. When I came out, the SSI staff made me feel good, safe and so happy,” she recalled.
Since that day, Ahlam has become part of the SSI team and one of the ‘locals’ of Sydney Airport – she comes to greet and welcome newcomers so often, she is well-known and liked by staff in the arrivals hall.
“I think about my own experience when I landed at the airport; when I see them searching for someone who can help give them a home. I know what a good feeling it is to see someone waiting, holding your name on a sign. It is a feeling you can’t describe,” Ahlam reflected.
“Because I was a refugee myself, I don’t mind as long as I’m helping people because I know how they feel. Because they’ve suffered to come here; they’ve come from such a long way and they don’t know anyone. So to be here for them, I can see in their eyes how much it means.”

Ana’s aim to give newcomers a smooth arrival
Anastasiia, or Ana for short, arrived as a refugee from Ukraine two years ago. At first, she didn’t interact with SSI but soon connected with the team to get assistance with renting an apartment, furniture and everything else she needed for the household.
“My case manager was always checking up on me how I’m going and what’s happening. And the moment I was ready to look for a job, she referred me to SSI to become a Multicultural Support Officer,” she said.
This is how Ana ultimately landed a full-time permanent position in SSI’s Immediate Services team, whose responsibility it is to meet new arrivals at the airport, get them set up for life in Australia, and provide them with suitable temporary accommodation.
“My role is the ‘backstage’ person behind the curtains, providing information to our Multicultural Support Officers around what time they should be at the airport, who we’re meeting, how big the family is, what languages they speak and so forth.”
This job is very rewarding because I’m helping people to reduce the stress that I went through when I first came to Australia.”
Almost all refugees and asylum seekers who come to our shores have survived personal trauma and social upheaval. SSI’s Humanitarian Services Program (HSP) aims to provide them with the structured support they need to adjust to life in Australia and successfully settle into our communities. SSI delivers HSP services on behalf of the Federal government in several locations across NSW.
Our case workers work closely with newcomers, connecting them with the skills, support and resources they need to find their feet and develop into independent members of society.
In the last year, HSP’s diverse team supported over 3,000 newcomers feel welcome and secure in their new home country.
Watch what our clients, Nargis and Cecilia, had to say about the support they received on the first days in Australia and meet some of our expert ‘welcomers’ supporting newcomers:

Learn more
Learn more about HSP Immediate Services Humanitarian Settlement Program (HSP) here: