1. Welcome to AMES Australia Volunteer Programs

2. AMES Australia Volunteer Orientation Overview Culture & communication The next step The migration & settlement process About AMES Australia

3. “Full participation for all in a cohesive and diverse society” www.ames.net.au

4. The Organisation The Board, CEO, Executive Managers The Staff 1083- 48% born overseas The Volunteers 2037 – 53% born overseas The Clients Migrants, refugees & asylum seekers The Location Across Melbourne and with partners in Regional & Rural Victoria and Western Sydney About AMES Australia The facts and figures

5. About AMES Australia The Services

6. About AMES Australia The programs SASP Settlement and Asylum Seeker Programs Education Settlement services support newly arrived refugees, asylum seekers and humanitarian entrants to settle in Australia. Provides a wide range of English language courses ranging from beginner to advanced levels. It also provides vocational training for learners wanting to gain workplace skills. Employment Social Participation AMES Australia works through the jobactive initiative to assist clients to develop workplace skills and in finding the right job. Includes Community Engagement, The Multicultural Hub, Social Enterprises & Community Proposal Pilot program.

7. About AMES Australia Where do volunteers fit? Activity: Beginning a life in Australia. What do you need to know?

8. What is Provided? An organisational structure including Volunteer Management Unit and Volunteer Coordinators Comprehensive policies Appropriate training Coordinator Support Recognition & Acknowledgement of volunteer activities The Volunteer Program Volunteer options include: Volunteer Tutors Settlement Volunteers Professional Mentor Multicultural Hub Volunteers About AMES Australia

9. AMES Australia Volunteers at an event

10. Volunteer Handbook All Volunteers are to receive a copy of the Volunteer Handbook or access to it through the Extranet. About AMES Australia Volunteer policies Activity: Mix and Match. Match the policy name with the policy, statement.

11. The Settlement Journey AMES Australia clients have varied life experiences and many have come to Australia on different visas but all experience phases of adjusting to life in Australia. Understanding our clients The Settlement Journey Activity: Watch the Moral Compass Discuss the following questions about the settlement experience of the panellists. What is your first response to the program? What questions would you like to ask What does the program say to us volunteers? What is the role of employment in the Settlement process?

12. Understanding our clients Phases of Adjustment

13. Language Rituals Humour Values Food Clothing Attitudes Dance Art Beliefs Body Language Kinship Sport Music Understanding our clients What is culture?

14. Students singing in a choir

15. Some cultural things are highly visible Some cultural things are not so visible Understanding our clients Iceberg model

16. Way of Life Handling a problem Opinions Waiting in a Queue Understanding our clients East meets West

17. The boss Life of the elderly At a party Attitude to time Understanding our clients East meets West

18. What is Communication? The sender has an idea The sender expresses the idea Tone of Voice The complete communication message Words Facial/body language Understanding our clients Communication The receiver, on receiving takes meaning and responds The sender receives feedback

19. ‘English’ Languages such as English, German, Dutch, Norwegian & Swedish ‘Semitic’ Languages such as Arabic or Hebrew ‘Oriental ’ Languages such as Mandarin, Indonesian, Vietnamese, Hindi & Tamil ‘Romance’ Languages such as French, Italian, Romanian & Spanish Understanding our clients Cross cultural communication

20. It’s important to be aware of the following when communicating with someone from another culture : Understanding our clients Cross cultural communication Language Body language Explicitness Values Power relationships

21. Q: Excuse me, could you spare me a moment. I’m afraid I’m totally lost. Could you tell me where the market is? A: Sorry, can you repeat that please? Q: I bought this clock radio yesterday. It’s a nice colour but actually I don’t think it’s very good. It doesn’t work well. There is a problem. A: OK Understanding our clients Scenarios Activity: Read these scenarios. What cultural influences are demonstrated in these exchanges?

22. Q: What are the English words for older sister, younger sister? Q: I came around yesterday at the time we had arranged but you weren’t home? What happened? A: I was very busy yesterday Understanding our clients Scenarios Activity: Read these scenarios. What cultural influences are demonstrated in these exchanges?

23. Role specific training Your coordinator will contact you about further training required for your role. Understanding our clients Training & The volunteer extranet Accessing the Volunteer Extranet Website: https://volunteers.ames.net.au/members/login https://volunteers.ames.net.au/members/login Username: AMESVolunteer Password: sapphire