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REACHING OUT TO MIGRANT AND REFUGEE FAMILIES Consumer Credit Education Project for CALD Communities in the Growth Corridor Final Report August 2010
A joint initiative of Windermere, Centrelink, Consumer Affairs and the Sheriff’s Office
Project funding contributed by: The R.E. Ross Trust
www.windermere.org.au
CALD Consumer Credit Project
Acquittal Report August 2010
Windermere’s CALD Consumer Credit Project 1. Acknowledgements Windermere acknowledges the contributions and goodwill that have enabled the successful delivery of Reaching Out To Migrant And Refugee Families: Consumer Credit Education Project For CALD Communities in the Growth Corridor (hereafter referred to as the CALD Consumer Credit Project). The positive outcomes, especially the breadth of knowledge that has been imparted across 4 ethnicities and 10 groups involving approximately 21 mentors and 231 information session participants, is testament to all involved. Specifically, Windermere would like to take this opportunity to acknowledge: R.E. Ross Trust The Collier Charitable Fund The Trust Company Centrelink - Rick Comfort, Maria De Monte, Dallas Achilles, Regan Welburn, Irani Jeganathan and others who have contributed Consumer Affairs Victoria – Gavin Redfern, Carly Glennie, Amanda Bennett Sheriff’s Office – Loy Kop, Steven Woodhouse Chinese Pensioners Club - Anna Wang SICMMA Vietnamese Group - Bic Gresty Australian Turkish Association - Fatma Faruk Hampton Park Turkish Seniors Group - Nurten Hasan Afghani Women’s Group organiser - Nida Hussein (Cardinia Casey Community Health Service) AMES for accommodating a session for the Afghani Refugee Minors Program The Sothern Integrated Child and Family CALD Network. Our sincerest thanks go to the incredible goodwill and commitment of the presenters; the enthusiasm and support of the group leaders who assisted with organising the sessions; the participants for their attendance and interest, they were very welcoming and we all loved the multicultural lunches – thank you! Please accept this statement as a demonstration of our appreciation.
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2. Summary of Project Highlights & Achievements Targeted and engaged a total of 231 people from diverse ethnic groups in information sessions and 21 in mentor training Established strong sustainable connections between Windermere and our project partners – Centrelink, Consumer Affairs Victoria and the Sheriff’s Office Established strong sustainable connections between the project partners and the community groups to whom we presented – some groups have already requested further follow up sessions arranged directly between the group and the presenter (a positive, sustainable outcome of the relationships this project has forged) Equipped participants to make more informed credit and budgeting decisions, and to link their peers into appropriate support services Enhanced participant’s knowledge of consumer rights and responsibilities Raised awareness of the roles of Centrelink, CAV and the Sheriff’s Office – supports and benefits Highlighted the support services that Windermere offers Provided evidence of the impact and benefits of community education projects in changing community perceptions Presented the findings in this Report to the Southern CALD Network, comprising Police, Government officials, education, health and welfare sector representatives (April 2010) Mr Rick Comfort, Multicultural Services Officer Centrelink showcased the Project Model at a national Centrelink Officers’ meeting held in Canberra in May 2010 – this generated great interest from other States.
3. Project Scope Target Group: The initial target groups identified for this project were based on statistical data, issues identified by the Windermere initiated and led Southern Integrated CALD Child and Family Network, and consultation. Initially this project was to target Afghani, Chinese, Spanish, Burmese, Sudanese, Eritrean, Turkish and Vietnamese communities through linking in with existing ethnocentric community groups. The project was unable to link with the Eritrean community, and the Spanish and Burmese groups indicated they had already received similar information sessions so would not be proceeding. Two Sudanese groups were contacted and similarly declined involvement. Through established connections between Centrelink and diverse communities, and Windermere’s broad connections through the CALD Network, we were able to modify the project scope to meet the needs of Afghani (women’s group and a refugee youth group), Chinese, Turkish (two independent groups), and Vietnamese communities (refer to appendix 1 for a copy of the promotional flyer sent to these groups). Purpose (summarised objectives): 1. To develop strategies with the CALD communities to increase their awareness of financial and credit information support services therefore aim to prevent financial hardship, homelessness, mental health, family breakdown and wellbeing issues. 2. To build the knowledge base, confidence and capacity of migrant and refugee families as mentors for people of their culture at risk of homelessness and financial hardship leading to family violence and alienation from the community.
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3. To raise awareness of the range of support services available to deal with individual and family issues particularly those whom have expertise in financial counselling and housing as well as link these people in to appropriate services at an early stage to prevent financial crisis within CALD families. 4. To develop and implement innovative strategies through leadership and mentorship for migrant and refugee people to participate in educational activities with regards to financial support services, work together and foster healthy individuals and communities in an inclusive manner. 5. The project will affect positive systemic change and build the capacity of the “families doing it tough” in the growth corridor, where there are at present limited financial counselling and other related support services available, leading to families being at risk. Rationale: The rationale for this project was the increasing evidence of the difficulties experienced by migrant and refugee people in settling with their families into the Southern region – financial pressures and risk of homelessness due to: Limited capacity to secure a home loan or rental due to high unemployment and low income Zero-deposit mortgages Bankruptcy Loan defaults Being the victim of a scam Locked into costly contracts. Specifically, the project was developed to inform people of the specific systems that are set up to assist them with financial hardship through Centrelink, CAV, the Sheriff’s Office and the community / welfare sector. Participants were informed of: Their rights and responsibilities as a consumer Strategies to make informed credit decisions Centrelink entitlements, services and options The role of the Sheriff’s Office (civil and criminal warrants, unpaid fines) Support options through Windermere and the broader sector. Participants were supplied with information translated in their language by Windermere, CAV and Centrelink, and fridge magnets with contact details for ease of access. Through Project funding, Windermere was able to have carry bags produced for storing information and these were disseminated among groups in the latter part of the project. At commencement of every session, the Project Officer asked permission to take photos. In all instances, group members agreed, however if there had been even one member uncomfortable with this request, there would not have been any photos taken.
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6. Project Activities Mentor Training Mentor Training
Group Details
Outcomes / Highlights
Vietnamese Group SICMMA Springvale
Session arranged by Windermere and conducted by Centrelink on th 4 December 2010 17 participants Mix of gender Approximate age 45+ Session arranged by Windermere and conducted by Centrelink on 1st December 2010 4 participants Mix of gender Approximate age 50+
Outcomes: Interpreter sought feedback from group on training session: o 100% willingness to mentor others in their community with credit issues o 100% willingness to attend information sessions to build knoweldge to equip them to assist others in their community The interpreter was utilised effectively The training provider was very engaging and well received. Highlights: Engagement of Vietnamese Group in the Consumer Credit Project Opportunity to share information on how Windermere and Centrelink can assist Social cohesion established between Group and presenters. Outcomes: No interpreter needed (English speaking) Mentor Training Feedback completed: o 100% said the information was new to them o 100% said it was beneficial o 100% found the trainer helpful o 100% felt they had the skills necessary to mentor people in their community o 100% committed to promoting and encouraging attendance to the information sessions. The training provider was very engaging and well received – existing relationship established between Centrelink and this Group. Highlights: Feedback: “We learnt a lot from this” Engagement of Turkish Group leaders in the Consumer Credit Project Opportunity to share information on how Windermere and Centrelink can assist Social cohesion established between leaders and presenters.
Hampton Park Turkish Seniors Group Centrelink Office Narre Warren
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Information Sessions Note: The term ‘knowledge’ below refers to the awareness or familiarity of a particular subject. Numbers for the graphs herein have been determined by a show of hands of participants within the group setting through an interpreter, and therefore are general indicators only.
Information Group Details Session
Outcomes / Areas for Improvement
Hampton Park Turkish Seniors Group
Topics covered: Credit Contracts Scams Pensions Superannuation Centrepay Budgetting Unpaid fines Payment plans. Primary Outcomes: Increased understanding of CAV Greater understanding of rights as a consumer Greater understanding of the role of the Sheriff’s Office Increased understanding of responsibilities and entitlements through Centrelink Great interest shown in a follow up session tailored to their specific topic requirements Interpreter utilised effectively.
Session arranged by Windermere and conducted by Centrelink, CAV and the Sheriff’s Office on 10th March 2010 from 13pm 29 participants Mix of gender Approximate age 50+
100.00 Knowledge of Centrelink
80.00 60.00
Knowledge of CAV
40.00
Knowledge of consumer rights
% 20.00
Knowledge of Sheriff's role
0.00 Pre-session
Post-session
Secondary Outcomes: th On the 18 May 2010, the Project Officer from Windermere presented a session on the ‘rules’ of mentoring to the Turkish Seniors Committee at the request of the President of the Group. Information was researched and supplied on the roles and responsibilities of a mentor (eg. no legal, relationship or financial advice) and that their role was primarily as a listener and advocate or networker – to link people in need with the appropriate support services. It was determined that the group develop a simple one page document that outlines mentor duties, with sign-off of those responsible. It was also determined that the mentoring role be rotated among members and a set day per week be allocated for group members to seek one to one time with the mentor. This was a positive, tangible secondary outcome that resulted from the connection created and trust developed between the Group and Windermere as part of the Consumer Credit project.
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Information Group Details Session
Outcomes / Areas for Improvement
Hampton Park Turkish Seniors Group session 2
Requested topics: Centrelink Financial Information Services (FIS) Officer – pensions and superannuation Primary Outcomes: Opportunity to ask specific questions on aged penion, carer payments, payment advances and superannuation Provision of information and contat details of FIS for group members to discuss their unique situation and the impact on Centrelink benefits Evidence of understanding among group – sharing learning and strategies amongst themselves Established relationship of trust between presenters and group Interpreter utilised effectively.
Follow up session arranged by Windermere and conducted by Centrelink th on 15 June 2010 from 1.30-3pm 32 participants Mix of gender Approximate age mid 30s to pension age
Hampton Park Turkish Seniors Group – Information Sessions held in Hampton Park and Hallam
Vietnamese Group
Session arranged by Windermere and conducted by Centrelink, CAV and the Sheriff’s Office rd on 23 April 2010 from 1012pm 22 participants Mix of gender Approximate age 50+
Topics covered: Credit Contracts Scams Pensions Superannuation Centrepay Budgetting Unpaid fines Payment plans. Primary Outcomes: Increased understanding of CAV Greater understanding of rights as a consumer Greater understanding of the role of the Sheriff’s Office Increased understanding of responsibilities and entitlements through Centrelink Great interest shown in a follow up session tailored to their specific topic requirements
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Information Group Details Session
Acquittal Report August 2010
Outcomes / Areas for Improvement
100.00 Knowledge of Centrelink
80.00 60.00
Knowledge of CAV
40.00
Knowledge of consumer rights
% 20.00
Knowledge of Sheriff's role
0.00 Pre-session
Vietnamese Group – session 2
Follow up session arranged by Windermere and conducted by Centrelink th on 28 June 2010 from 10am-12pm 14 participants Mix of gender Approximate age mid 30s to pension age
Post-session
Areas for improvement: Interpreter did not turn up, so group leader interpreted session. Although pre-arranged, there is always a risk of a ‘no show’. Requested topics: Centrelink Financial Information Services (FIS) Officer – pensions CAV – refunds, warranties, door to door sales and telemarketing Sheriff’s Office – fines. Primary Outcomes: The group composition included a few people from the initial session, however most were new The group indicated at completion of the session that they had a better understanding of the roles of the agencies represented Opportunity for the group to ask specific questions on aged penion in relation to other income sources and assets testing Provision of information and contat details of FIS for group members to discuss their unique situation and the impact on Centrelink benefits Established relationship of trust between presenters and group Interpreter utilised effectively. Secondary Outcomes: The FIS and Group Faciltiator have arranged a further follow up session to cover Centrelink benefits in greater depth – evidence of sustainability of established relationships.
Vietnamese Group – Information Sessions held in Springvale
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Information Group Details Session
Outcomes / Areas for Improvement
Chinese Pensioners Group
Topics covered: Credit Contracts Scams Pensions Superannuation Centrepay Budgetting Unpaid fines Payment plans. Primary Outcomes: Increased understanding of CAV, rights as a consumer, role of the Sheriff’s Office and Centrelink entitlements, but not as effective as potentially could have been achieved if the session had been interpreted into the two dialects as requested This group was more reserved – less inclined to ask questions and participate in discussion. This may be partially attributable to some of the group not understanding the presentation and due to a cultural tendency to keep financial and related matters private Interest shown in a follow up session tailored to their specific topic requirements.
Session arranged by Windermere and conducted by Centrelink, CAV and the Sheriff’s Office th on 26 March 2010 from 111pm 28 participants Mix of gender Approximate age 50+
100.00 Knowledge of Centrelink
80.00 60.00
Knowledge of CAV
40.00
Knowledge of consumer rights
% 20.00
Knowledge of Sheriff's role
0.00 Pre-session
Post-session
Areas for improvement: Interpreter was booked to translate in two dialects – Mandarin and Cantonese, but unbeknown to the presenters, was only translating in one dialect, so some participants did not understand the session. Chinese Pensioners Group – session 2
Follow up session arranged by Windermere and conducted by Centrelink th on 30 July June 2010 from 11:30am12:30pm 47 participants Mix of gender Approximately pension age
Requested topics: Centrelink Financial Information Services (FIS) Officer – pensions in detail. Primary Outcomes: The attendance rate was the highest of all groups throughout the project The group had opportunities to ask questions regarding the aged pension and their specifc circumstances The group was provided with extensive information in their language The Centrelink presenter was able to provide one-to-one advice after the session Established relationship of trust between presenters and group Interpreter utilised very effectively at this session, as both Cantonese and Mandarin dialects were translated. Secondary Outcomes:
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Outcomes / Areas for Improvement
The Group Leader has contact details for the presenters and feels able to contact at any time if further sessions are requried.
Chinese Pensioners’ Group – Information Sessions held in Clarinda
Afghani Group
Session arranged by Windermere and conducted by Centrelink and CAV on th 14 April 2010 from 9:30-11pm 9 participants All women Approximate age 40+
Topics covered: Credit Contracts Scams Pensions Superannuation Centrepay Budgetting. Primary Outcomes: Increased understanding of CAV, rights as a consumer and Centrelink entitlements – this was expressed verbally by the group Interpreter utilised effectively A follow up session was later declined by the group faciltiator based on participant feedback, on the basis that they felt the first session answered their questions. The Sheriff’s Office was unable to attend this session due to an urgent matter.
100.00 80.00
Knowledge of Centrelink
60.00 %
Knowledge of CAV 40.00 Knowledge of consumer rights
20.00 0.00 Pre-session
Post-session
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Information Group Details Session
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Outcomes / Areas for Improvement
Afghani Group – Information Session held in Cranbourne
Australian Turkish Association – session 1
Session arranged by Windermere and conducted by Centrelink, CAV and and the Sheriff’s th Office on 28 April 2010 from 10-12pm 14 participants Mixed gender Approximate age 40s pension
Topics covered: Credit Contracts Scams Pensions Superannuation Centrepay Budgetting Unpaid fines Payment plans. Primary Outcomes: Increased understanding of CAV, rights as a consumer, role of the Sheriff’s Office and Centrelink entitlements Increased understanding of CAV Great interest shown in a follow up session tailored to their specific topic requirements to be held at the Turkish Association in Mentone to attract greater numbers of participants Interpreter utilised effectively. 100.00 Knowledge of Centrelink
80.00 60.00
Knowledge of CAV
40.00
Knowledge of consumer rights
% 20.00
Knowledge of Sheriff's role
0.00 Pre-session
Post-session
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Information Group Details Session
Outcomes / Areas for Improvement
Australian Turkish Association – session 2
Requested topics: Centrelink Financial Information Services (FIS) Officer – pensions CAV – mobile phone scams Sheriff’s Office – fines Primary Outcomes: More in depth understanding of specific topics through a participatory approach involving questions and discussion, and sharing of experiences and information among group members Contracts and scams were discussed in depth with the opportunity for participants to ask questions relating to personal circumstances The Sheriff’s section of the session ran (necessarily) overtime due to significant interest and the robust discussion generated Participants indicated at the end of the session that they had gained a great deal of knowledge from the session. Secondary Outcomes: Due to the additonal time allocated to the Sheriff’s presentation, this reduced the time available for the Centrelink section of the session. Therefore, the FIS and group leader negotiated another time for a Centrelink-only presentation. This is one of the greatest strengths and outcomes of this project, in that relationships have been forged and a sense of goodwill is evident among presenters who are more than willing to take the time to conduct follow up sessions independent of the project, and at the bidding of the group, in order to enhance their knowledge. Areas for improvement: Interpreter arrived late due to a misunderstanding with the session time, this was managed by the group leader who interpreted in the interim.
Follow up session arranged by Windermere and conducted by Centrelink, CAV and the Sheriff’s Office th on 26 May 2010 23 participants Mix of gender Approximate age 50+
Turkish Association Group – Information Sessions held in Dandenong and Mentone
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Information Group Details Session
Outcomes / Areas for Improvement
Afghani Refugee Youth Group
Topics covered: Credit Mobile phones Contracts Scams. Primary Outcomes: This group indicated they did not know of the existence or purpose of CAV, however following the session they knew they could call the CAV number and receive free assistance with consumer related concerns It was heartening to find that this group had not entered into contracts eg. all participants had pre-paid mobiles, so there was an existing level of awareness of the need to match expenditure with income and a healthy level of suspicion in signing anything Whilst most participants were able to understand some English, an AMES (Adult Migrant English Service) employee interpreted until the Centrelink Interpreter arrived It was evident that the group had an increased understanding of their rights as a consumer following the session. Secondary Outcomes: An AMES employee sought follow up sessions beyond this project and was linked with the CAV Regional Manager to continue further sessions and sustain a connection between both organisations.
Session arranged by Windermere and conducted th by CAV on 7 July 2010 from 2-3pm 13 participants Male Approximate age late teens to early 20s
100.00 80.00 60.00 %
Knowledge of CAV
40.00 20.00 0.00 Pre-session
Post-session
Afghani Refugee Youth Group – Information Session held at AMES in Noble Park
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7. Collated Results It is acknowledged in this report that the method of data collection was not precise or controlled, and therefore the results provide approximations only (refer to appendix 3 for a copy of the introduction to each session and the evaluation questions asked of participants). The below table represents the collated results across all groups. The term knowledge herein refers to ‘awareness’ of each of the government agencies that presented, and their functions. It was not within the scope of this project to assess level of understanding, and the method of data collection was purposefully rudimentary as the intention was to simply gauge an indication of awareness pre and post each information session. Pre and Post Information Session Collated Results for all First Round Sessions 100.00 Knowledge of Centrelink
80.00 60.00
Knowledge of CAV
40.00
Knowledge of consumer rights
% 20.00
Knowledge of Sheriff's role
0.00 Pre-session
Post-session
The collated participant feedback indicates an overall improvement in knowledge of Centrelink – its functions and entitlements by 88% when comparing participants’ pre information session knowledge with their post session knowledge. Similarly, across all groups, knowledge of the role of Consumer Affairs improved by 93% and knowledge of participants’ general rights as consumers improved by 94%. Of all the presenters, the Sheriff’s Office proved consistently to be the one that participants knew the least about. It was assumed that the Sheriff was a policeman. This presentation appeared to generate great interest and learning. Overall, knowledge of the role of the Sheriff’s Office improved by 94%.
8. Summary of Key Project Strengths The value of this project can not be overestimated. The key strengths of a personalised community education approach are summarised as follows. Personalised Approach: Smaller, more intimate groups Presentations were held at the venue of the group’s choosing Sessions were informal - encouraging of interruptions (questions and discussions) One to one dialogue where participants could discuss their personal situations and seek advice from each other and the presenters Capacity to raise awareness and empower consumers to make sensible choices Social networking after sessions was crucial in terms of building trust and relationships that could be sustained. Participatory Style: Participants were encouraged to ask questions throughout the presentations
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The participatory style of facilitation enabled group members to share experiences and strategies with their peers Robust group discussion was generated, rather than simply bombarding the groups with information only. This was an empowering process and it is anticipated that individual and group learnings will continue to be shared among their peers beyond the project. Government Departments More Accessible: This project has helped to demystify and showcase the human face of the government departments involved in presenting This experience was reported by participants as being invaluable in terms of face to face contact Many participants indicated they felt more confident in being able to phone Centrelink, CAV and the Sheriff’s Office and ask for assistance in the future – especially given accessibility through these Departments to interpreter services. Building Relationships: The personalised, informal approach is tantamount to building community relationships Group participants sharing lunch with the presenters after each session was invaluable in building trust and connections - it enabled informal talking, laughing and sharing Strongly forged relationships between groups and presenters has had positive flow on effects (secondary outcomes) Each of the government agencies has committed to presenting further sessions beyond the scope of this project, as required (sustainability).
The real and sustained benefit is in the knowledge and newfound confidence attained by participants – outcomes that will equip them longer term to link themselves and their peers into Centrelink, CAV, the Sheriff’s Office, Windermere and other supports.
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Appendix 1
CALD CONSUMER CREDIT MENTOR TRAINING & INFORMATION SESSIONS Windermere in collaboration with Centrelink and Consumer Affairs Victoria, invites leaders and community members from culturally and linguistically diverse communities to participate in the Consumer Credit Project. The purpose is to provide multilingual information on managing credit, and to link people experiencing financial hardship into community supports. There are two stages to this project: 1. Two hour Mentor Training in December 2009 to up skill community members to take a leadership role in linking people with credit issues with information and support 2.
Information sessions between February and May 2010 hosted by Windermere and facilitated by representatives from Centrelink and Consumer Affairs on: Your rights as a consumer Credit cards Car and house loans Defaults on payments Scams Mobile phone contracts Internet purchases Renting rights, and more!
FOR FURTHER INFORMATION PLEASE CONTACT: SUE BEATTIE-JOHNSON 0427 361 044; or SERAP OZDEMIR 0412 284 174
Participation is free! Training and Information Sessions can be delivered in your community.
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Appendix 2
CALD CONSUMER CREDIT PROJECT 2 HOUR INFORMATION SESSIONS SESSION STRUCTURE: ⇒ Introduction to Project by Windermere (10mins) o Purpose o Acknowledgement of mentors/leaders o Pre-session evaluative questions o Overview of Windermere services ⇒ Consumer Affairs Victoria (1hour) o o o o o
What is Credit Types of Credit What is Interest Credit Limits Budgeting
⇒ Sheriff’s Office (15mins) o What happens if I don’t pay my debt or fine? (criminal warrants and civil warrants) ⇒ Centrelink (30mins) o o o o
Eligibility for payments Avoiding a Centrelink debt Centrepay - direct debit scheme to help with budgeting What to do before going overseas
⇒ Wrap up of session by Windermere (5mins) o Post-session evaluative questions o Topics for next information session. FOR FURTHER INFORMATION PLEASE CONTACT: SUE BEATTIE-JOHNSON 0427 361 044; or SERAP OZDEMIR 0412 284 174
Participation is free! Information Sessions can be delivered in your community.
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Appendix 3 Issues: Financial pressures Zero-deposit mortgages Bankruptcies and loan defaults Difficulties in entering the rental market Risk of homelessness Purpose: Rights and responsibilities as a consumer Informed credit decisions Manage money more effectively Raise awareness of financial supports and benefits through CAV and Centrelink Understand the role of the Sheriff’s Office Raise awareness of support options through Windermere and other welfare agencies Pre-Evaluation Questions: Do you understand the purpose of today? How many of you know about Consumer Affairs? How many of you feel you understand your rights as a consumer? How many of you understand the role of the Sheriff’s Office? Do you feel you know your responsibilities and entitlements through Centrelink? Post-Evaluation Questions: Did the CAV information answer your questions? Do you feel you understand your rights as a consumer? Did the Sheriff’s Office information answer your questions? Did the Centrelink information answer your questions? Which topics do you feel could have been discussed in greater depth? Were there topics that were not discussed that you felt should have been? Would you be interest in attending a follow up session?
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