• 1,577 individuals gained employment for longer than 26 weeks;

  • 1,697 people gained work experience, activity placement or voluntary placement;

  • 64 entrepreneurs completed the Ignite® Small Business Start-up program in NSW and Queensland

  • 25 small business start-ups were established in NSW and Queensland.

A Step Up to a steady job

Burmese man Cin Pi first came into contact with Access in 2013 when as a newcomer to the country he received care under the Humanitarian Settlement Program. Before long, he was volunteering with the organisation to gain work experience and practice his English. 


Cin next landed a job with Access’ social enterprise arm and started work as a casual cleaner. He became a part-time employee and ended up training others as well as liaising closely with the Burmese community. In 2019, Cin entered the Ignite® program and found the courage to start his own cleaning business. He now operates a Jim’s Cleaning Franchise and is a fulfilled and valued member of the economic community.



Social Inclusion



  • 633 child and youth focused group sessions were delivered in NSW;

  • 453 children and 356 parents were engaged by Logan Community Hubs;

  • 380 children and 317 parents were engaged by Ipswich Community Hubs ;

  • 445 youth packages were delivered by the Humanitarian Settlement Program Youth Committee in NSW;

  • 430 NSW Ability Links program participants were helped to achieving their goals;

  • 1,312 NSW Ability Link events connected people living with a disability to community activities.

Pathway to an artistic career


Living with disability had no impact on Emily's creativity - or her passion for the arts. She cam into contact with Access Community Services who quickly realised she was a great fit for a Queensland Government initiative to place people from vulnerable backgrounds into paid traineeship to develop workplace skills and gain qualifications.


With help from Access, Emily secured an 18-week Work Skills Traineeship with one of Australia's longest-running contemporary art centres based in Townsville. "My favourite thing about the studio traineeship was the fact that I always felt that I was where I wanted to be, that I was working towards my career goals" Emily says. "Working in the arts brings me peace and balance that I probably wouldn't find at an office job. Creativity is part of who I am, so why not make a career out of it?".

Learning and Growth



  • 600+ participants overcame education barriers;

  • 1,000+ participants achieved employment;

  • 146 clients felt they had overcame language barriers;

  • 754 participants achieved Ability Links outcomes;

  • 941 clients achieved recognition of overseas skills and qualifications;

  • 26 Access RTO clients reported improved job outcomes after training;

  • 1,406 clients were assisted through case management and community education groups as part of Access’ Settlement Engagement and Transition Support (SETS) program;

  • 10,471 individual support sessions and 915 group sessions were delivered across Access’ social services programs.

Transition to paid work


Mariam arrived in Australia in September 2016 with her husband and three young children. While in Iraq she had completed a Bachelor of Science and Mathematics and worked at a pharmaceutical company, there were major barriers to her entering the workforce in Australia.

She first needed to settle into the country with her young family and then come to grips with a new work market and culture. After registering with the Refugee Employment Support Program (RESP) in 2018, Mariam attended workshops on job readiness and worked on a career plan with a facilitator.

She identified teaching as an area of interest and was supported in completing certificates in Education Support and Early Education. After gaining work experience as a teacher's assistant, Mariam was able to land a paid position in the field.

With help from SSI, she successfully transitioned to a productive and happy member of Australia's workforce.

Safety and Stability



  • 5,584 clients were supported in their journey to have safe stable and secure lives. 

  • 1,234 cases achieved long-term accommodation

  • 986 asylum seekers were supported through SSRS, with 79 of these individuals gaining employment 

  • 152 women were supported through the Access 99 steps program with services including finding placements in refuges, court support, case management and psychoeducation.

Family finds safer environment

Homeless, with little cash to spend and supporting a newborn and a one-year-old, the asylum seeker family had found themselves in a frightening position.

After visiting Canterbury Hospital in NSW, they were placed in contact with SSI who helped them complete a Status Resolution Support Service (SRSS) eligibility application and followed up with emergency accommodation and case management.

While their application for SRSS support was rejected, SSI played a key role in helping the parents secure accommodation, ongoing food support and a safer environment for their children.

Health and Wellbeing



We do not yet have measurable data for performance outcomes in the area of Health and Wellbeing. In FY2020, our interim outputs relating to Health and Wellbeing were as follows: 

  • 756 clients accessed mental health service;

  • 10,799 information, advice and referral sessions were provided;

  • 90 per cent of Humanitarian Settlement Program clients registered for health checks within four weeks of arrival.

* FY2020 figures do not include Access


COVID-19 placed strain on all members of society, with vulnerable Humanitarian Settlement Program (HSP) participants sometimes feeling it particularly acutely. In one case, self-isolation requirements delayed the reunion of a mother and daughter who had not seen their husband or father, who was already living in Australia, for 14 years.


SSI worked to help the family manage their distress, provided them with self-isolation accommodation, a basic needs package, and entertainment package for the daughter and mobile phone with extra credit to assist during this period.

Once the isolation period was complete, they moved in with the father and SSI supported the mother with applying her to have her name on the lease as well.

Capacity Building, Advocacy and Thought Leadership


In FY2020, we were able to track our progress to achieve these goals in a range of areas. We do not yet have measurable data for outcomes in this area.

  • 3,642 recently arrived refugees supported;

  • 9 policy submissions made to government;

  • 4 research reports to help service providers understand common barriers to participation in society;

  • 194 individuals and families supported with food relief and care packages;

  • 66 engagements with federal and state stakeholders.

Help to get back on track

Benjamin's life only getting better. He had saved enough money to start his own business, had printed business cards and was about to buy a ute. Then the COVID-19 pandemic hit and his world came crashing down.

Benjamin came in to meet with the Emergency Relief for Asylum Seekers (ERAS) team at SSI's Parramatta office after losing his job due to the pandemic and being evicted from his home. He had been sleeping in his car, his bank balance was $200 and he had no money for fuel or his parking fines.

Within three hours of presenting to SSI, the ERAS team had secured emergency accommodation for Benjamin, referred him to further support services and helped him make arrangements to pay his fines. He was provided a voucher for fuel so he could take his car to the men's shelter and avoid further parking fines. Benamin left SSI's office with food, a bed to sleep in and a plan to get his future back on track.

* Name changed