Image of Marie, Sayed, Ruth, and Hoorieh from House of Welcome, taking a group photo to represent the personalised casework they support

Personalised Casework Support

At the heart of our work is a dedicated team of caseworkers, many with lived experience and trauma-informed expertise, who provide personalised support to people seeking asylum and refugees. We collaborate closely with each client to develop a tailored case plan that reflects their unique needs and aspirations.

Sayed, Ruth, Marie, and Hoorieh collaborating, demonstrating part of their approach with personalised casework

Our Approach

We provide client-centred, trauma-informed support that honours each person’s story and experiences. By listening and responding to individual needs, we connect clients with essential services and community resources, promote wellbeing and integration, and advocate for their rights, ensuring their voice is heard and respected.

Hoorieh working on casework, representing how House of Welcome delivers wrap-around support in casework

How we Deliver Wrap-around Support

Crisis Management – Fast, effective responses for urgent and complex situations.
Customised Planning – Individual case plans designed to address specific needs.
Emergency Aid – Immediate financial or food support when it’s needed most.
Advocacy Partnerships – We collaborate with trusted organisations to connect clients with:

Healthcare
Legal assistance
Housing
Education
Employment opportunities

House of Welcome Ensures Wrap-around Support

Between FY 2023–24, our casework team has achieved the following impact:

casework appointments were delivered, offering tailored, trauma-informed support.

3858

clients received intensive support, including 74 clients experiencing domestic and family violence.

278

clients accessed crucial medical support, with $17,348 invested in their health.

194

Meet our Team

Our casework team is led by professionals with lived experience and trauma-informed expertise, bringing empathy, insight, and practical knowledge to every client interaction.

Frequently Asked Questions

Trauma-informed support means our team understands that many people seeking asylum and refugees have experienced significant trauma. We recognise how these experiences can affect a person’s wellbeing, behaviour, and needs. Our approach prioritises safety, trust, and choice, ensuring clients feel heard, respected, and empowered at every step. We work gently and respectfully, avoiding re-traumatisation and supporting each person’s healing and recovery in a way that honours their unique story.
Wrap-around support is a holistic approach that surrounds each person with a coordinated network of care. Rather than offering just one type of help, we bring together a range of integrated services, such as housing, healthcare, legal advice, education, and employment support. Our team works closely with clients and partner organisations to ensure every aspect of their wellbeing is addressed, so they feel supported, connected, and empowered on their journey to independence.
House of Welcome’s casework program is open to people seeking asylum who meet our eligibility criteria. If you are a service partner or an individual needing assistance, we encourage you to learn more about the program and how to apply.