Our Multicultural Service Officers (MSOs) provide an important link between our agency and multicultural Australians.
What began as a short pilot in 1989 in a few states is now a national program with nearly 70 MSOs in cities and regional towns across Australia.
Menka has been an MSO since 2001 and has seen many changes over the years.
‘I remember we used to meet new arrivals with paper forms and help them fill them out,’ Menka said.
‘As our technology has developed, we’re now here to assist them navigate our website and apps to go online.’
Our MSOs are passionate about the role they play and maintain close connections with the communities they serve.
Asmahan is an MSO in Melbourne. She understands first-hand the significance of the program, having arrived in Australia as a refugee herself.
‘My past experience helps me relate to the issues and challenges that refugees are going through,’ Asmahan said.
‘I’m proud that I can help them understand the support and programs available and assist them along their path to settling into a new life in Australia.
‘We spend most of our time out of the office, meeting with customers and giving information sessions at multicultural support organisations and community hubs.
‘This interaction allows us to build close relationships with the people in the community.’
Our MSOs are also here to help those facing national and overseas emergencies.
They meet people fleeing international crisis and refugees when they first arrive.
During the floods and COVID emergencies they also played a critical role in helping our customers from culturally and linguistically diverse backgrounds access government support.
Watch MSOs Menka, Mitzi, Asmahan and Christian talk about the job they love so much.