Front of House Staff in Health Settings

Front of house health staff - working with and supporting people from refugee backgrounds.


‘Front of House’ staff are often the first experience of service provision for people from refugee backgrounds. The way front office staff support these clients/patients will play a significant role in health and other outcomes. The workshop will focus on the journey and settlement issues for people from refugee backgrounds and on: trauma-informed approaches to engaging and supporting clients/patients; and identification, eligibility, and access to health services in Victoria. Engaging language services and perspectives around health literacy will also be covered.

Content includes
  • Aspects of refugee journeys and settlement issues for people from refugee and asylum seeking backgrounds;
  • Foundation House's Framework for Recovery for understanding refugee experiences and supporting recovery in any professional context;
  • Eligibility and access to health services in Victoria for people from refugee and asylum seeker backgrounds; and
  • Communication skills, language services and health literacy.

Suitable for

Only available to staff working at front line reception (eg. receptionists, practice managers) in public and private health services, including medical, dental, optometry and allied health services.  


This program is funded through the Victorian Department of Health and Human Services. Therefore there is no cost to professionals working in these areas.