How long have you been working as an Access & Support Worker?
I have been working in this role for 1 year now after working 14 years as a case manager for home care packages.
What does the role of Access & Support involve?
As an Access & Support worker I am working with people from a variety of cultures such as Vietnamese, Ethiopian, Polish, Croatian, Serbian, Egyptian to name a few. Being Polish and working with mainly Polish clients in my previous role I am finding that I am using interpreters regularly.
I support clients to become confident in using the service system independently and to be able to access services they may need. These services might be an assessment through the Regional Assessment Service or Aged Care Assessment for home and community services, an aged care package or residential services. Other services might include access to Centrelink or housing agencies, emergency relief services for material aid and the food bank, and accessing the local community health centre for assessment and referral for a mobility aid or other aid to support independent living. People can get overwhelmed by the amount of forms and may be discouraged to complete them without support.
To achieve the best outcomes for a client, I meet with the client and/or a carer or family member to talk about my role and how I can support them. Building the relationship and trust of the client varies, and for some might take a long time before they will be confident enough to accept any service.
How are people referred to you?
Sometimes a person will come into the office here at the Migrant Resource Centre North West and reception staff will refer them on to me. Otherwise a person might self-refer after they have met a friend or neighbour that I have supported previously. Referrals also come from the Regional Assessors and Aged Care Assessment.
I also provide information sessions to seniors groups, carers groups and service providers to raise awareness of my role and how I can support a person.
Referral can be made in writing using the SCTT, or other referral tool from a service provider.
If people living outside of Brimbank need an Access & Support worker to support one of their clients what can they do?
If I have a person referred to me from outside Brimbank I refer them onto another Access & Support worker. If another worker is not available and I am able to provide the support I will help them.
What are some of the challenges working in your role?
I would say the biggest challenge has been that once a client accepts to have a referral for a service to support them staying in their home, there may be a long waitlist for many services and the client can become discouraged.
Another big challenge is working with clients who have become very isolated due to language and lack of trust in services for various reasons. Overcoming these challenges can be achieved through using interpreters, not rushing them, and building a trusting relationship with them before referring on to other services.
What is most satisfying about your role?
My role as Access & Support helps to give a person a positive outlook for their future, confidence and independence through linking them to supports that can improve their life to stay at home and participate in their community, and delay their admission to residential care.
I am also being introduced to many different cultures and recently when I visited an Ethiopian woman she held an Ethiopian Coffee ceremony for me.
Contact: Barbara is based at the Migrant Resource Centre, St Albans.
Email: barbara@mrcnorthwest.org.au
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