Complex Case Support

Complex Case Support (CCS) is a short-term intensive case management service for clients experiencing a number of complex settlement needs. These clients are eligible to access CCS within five years from the time of arrival in Australia. The program is funded by DIBP and funds are distributed on a case by case basis through a ‘Panel Model’, which is known as the ‘Humanitarian Service Panel’ (HSP).

The Panel Model

There are 13 CCS service providers in Victoria and together they form a panel, which is known as the Humanitarian Services Panel (HSP):

  • AMES Australia
  • Geelong Ethnic Community Council
  • Immigrant Women’s Domestic Violence Service of  Victoria
  • Migration Information Centres (Eastern Melbourne)
  • MRCNW (Migrant Resource Centre North West)
  • New Hope Migrant and Refugee Centre
  • SERMRC (South Eastern Region Migrant Resource Centre)
  • Spectrum Migrant Resource Centre
  • Victorian Arabic Social Services
  • CMYI (Centre for Multicultural Youth Issues)
  • Whittlesea Community Connection
  • Foundation House

Existing Settlement Services

The Australian Government is committed to providing settlement support to humanitarian entrants so they can rebuild their lives in Australia. The CCS program delivers services to clients whose needs extend beyond the scope of existing DSS contracted or funded settlement services.

The Humanitarian Settlement Service (HSS), and Settlement Grants Program (SGP), will remain the principle vehicle for providing settlement support to humanitarian entrants. Service providers should note that CCS Services does not reduce the scope of responsibility of existing DSS contracted or funded service providers.


  • Refugee entrant (visa subclass 200, 201, 203, 204 and 866); or
  • Special Humanitarian Program entrant (visa subclass 202); or
  • Any other person, who is referred by DSS to the Service Provider.

Types of Complexity

In many situations, CCS cases will involve a number of settlement barriers that combine to make the management of the cases particularly challenging. These may include evidence of a profound disability, multiple or debilitating medical conditions, problems associated with the nature of experiences in refugee camps, family conflict, at-risk youth and severe torture and trauma.

CCS Services may involve assisting clients with the following:

  • crisis intervention
  • respite care
  • mental health services (including torture and trauma services)
  • physical health services
  • services to assist with physical or intellectual disabilities
  • drug and alcohol abuse counselling
  • family relationship counselling
  • personal and grief counselling
  • family violence intervention
  • Specialist child and youth services

Source of Referrals

Referrals to DSS may be made through multiple channels - HSS or the Settlement Grants Program (SGP) service providers, Commonwealth, State or Territory Government agencies, local church and community groups, volunteers, or by self-referral.

Duration of Service

While the duration of the CCS Services will vary in each case based on the needs of the client and other services available in the local area, CCS is not intended as a long-term service delivery model.

The aim of CCS Services is to help clients who are particularly vulnerable or have highly complex needs to become independently functioning as soon as they can. This may take a number of months in some cases, in others the client could be successfully transitioned in a couple of weeks.

For more information please refer to the CCS section of the DSS website.


For more information, please download brochure here.