Written by Charmaine Vis
Settlement services are government-funded programs designed to equip and empower humanitarian entrants and eligible permanent migrants to settle successfully in Australia. They focus on improving social participation, economic wellbeing, independence, personal wellbeing and community connectedness.
Formal settlement programs fill an important gap in the post-arrival period, particularly for people who may not yet have strong family, social or community networks. For refugees and humanitarian entrants with limited English, local networks or employment opportunities, mentoring can complement formal services by providing a consistent, trusted relationship with someone who walks alongside them over time.
Through COACH Mentoring, trained volunteers are matched with participants for regular one-to-one mentoring. Mentors provide companionship and encouragement while helping participants build confidence, strengthen English and social skills, understand Australian culture, identify their strengths and work towards personal goals.
Often this happens through simple activities — visiting the library, having a coffee, practising English, working on a résumé or practicing interview skills. Over time, these interactions can contribute to greater independence, stronger social connections and a growing sense of belonging.
Employment is also an important part of successful settlement. Refugees and humanitarian entrants are often eager to work and contribute their skills, yet may face barriers including limited English, unfamiliarity with Australian workplaces, lack of networks and transport challenges. Mentoring can provide practical encouragement and learning alongside specialist employment and settlement services.
Mentors commonly hear about the opportunity through their local church, other mentors or COACH coordinators. We look for people willing to consistently walk alongside someone experiencing challenges. Their role is not to do everything for the participant, but to encourage and empower them to increasingly do things for themselves.
Oma’s Story – what this looks like in practice
Oma’s experience shows how mentoring can complement formal settlement and employment services and help translate opportunities into greater confidence, independence, participation and belonging.
Oma is an Afghan refugee who came to Australia with her family in October 2023 at the age of 18. Before joining the mentoring program, she struggled with English, lacked confidence and avoided travelling alone because she feared she would not be able to communicate if she became lost.
Oma was referred to COACH by an Employment Consultant at The Salvation Army in July 2024 and matched with her mentor, Marg, the following month.
Marg supported Oma with her résumé and helped her understand what employers were looking for. Oma later joined the Employment Ready Pathway and completed a warehouse placement, giving her valuable experience and confidence.
The Mentoring program also helped fund six driving lessons that had previously been out of reach. Learning to drive became another important step towards independence.
In March 2025, Oma started her first job — a significant turning point. She now feels more able to make her own choices, is saving towards a car and has developed friendships with people from different countries. She describes herself as happy and settled in Australia and feels increasingly confident to work, build friendships and travel independently.
Oma completed Certificate I in English and progressed through to Certificate II. Marg discovered they shared an interest in sewing and sourced a free sewing machine for her. Oma now makes dresses and alters clothing, developing practical skills while saving money. Her mother also uses the machine to make cushions.
Looking ahead, Oma hopes to continue studying, buy a car and a home, and eventually marry.
Her journey reflects the key aims of settlement services: social participation through new friendships, economic wellbeing through employment, independence through work and driving, personal wellbeing through increased confidence, and community connectedness through mentoring, study and relationships.
Importantly, mentoring did not achieve these outcomes alone. Oma benefited from settlement and employment services, education, work experience, practical assistance and her own determination. Mentoring provided a consistent relational thread alongside these supports — someone who knew her, encouraged her, recognised her strengths and helped her take the next step.
Oma’s story demonstrates the distinctive contribution mentoring can make within the settlement ecosystem: formal services provide pathways and opportunities, while trusted relationships can build on those pathways and opportunities and help people develop the confidence, connections and agency to make the most of them.
