When refugees are resettled into a destination, refugee-focused service providers offer frontline services to ease refugees’ experiences of trauma and marginalisation, providing advocacy and welcome through reception processes, translation services, and multicultural centres. The degree and effectiveness of welcome given by these service providers are of importance to how quickly refugees feel they belong and can settle in their new society. This paper presents the findings of original research conducted with 34 refugee-focused service providers in New Zealand. Ketso, a creative, participatory tool was used as a community engagement method. The results indicate how these service providers felt the welcome, advocacy and support for refugees could be better organised to support the resettlement process. The barriers and challenges to the provision of welcome are discussed, and priorities identified to improve the refugee resettlement process and outcomes.


Creator | Kaihanga
Alison McIntosh and Cheryl Cockburn-Wootten
Year of Creation | Tau
Publisher | Kaiwhakaputa
The Service Industries Journal
Creative Commons Licence
Attribution-NonCommercial-NoDerivatives CC BY-NC-ND
Keywords | Kupu
resettlement, refugees, refugee-focused service providers, advocacy, marginalisation, multicultural centres,
Main Language | Reo Matua
Submitter's Rights | Nga Tika o te Kaituku
This resource is in the public domain
This Research has
been written outside an academic institution
Bibliographic Citation | Whakapuakanga

McIntosh, A., & Cockburn-Wootten, C. (2018): Refugee-focused service providers: improving the welcome in New Zealand. The Service Industries Journal, 1-16. DOI: 10.1080/02642069.2018.1472243

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