Example 1: Brett, in a halfway house

Brett is in a halfway house after coming out of prison. He is unemployed and has no skills that could lead to a job of any kind. He doesn't believe that government agencies would help him and is highly reluctant to get advice from Centrelink.

Mark, his case officer, offers to make a Centrelink appointment and go with him to the interview. Brett will need to sign a letter authorizing it. During the interview, the Centrelink officer asks many questions that Brett can't answer and asks for many documents that Brett probably doesn't have. But Mark helps Brett to answer questions and gather documents, and gives advice about what documents he can sign.

Example 2: Yanina, a single mother

Yanina, a single mother with a drug addiction, has two small children. After she was convicted of drug dealing, the Department of Child Protection obtained a court order putting her children in the care of her mother. She has since become estranged from her mother, who has now moved to an unknown address.

Yanina has now been in residential care for a year and has made such good progress in recovery that, Naomi, her case officer, believes she now needs to be reconciled with her mother and her children.

Naomi plans to approach the Department of Child Protection and Yanina's mother so that Yanina can see her children and to start the reconciliation process.

Example 3: Matt, facing court

Matt faced a court hearing next week. He had a lawyer from legal aid, but still wasn't sure whether it would work out. The press got hold of the story and the arrest, and made a big deal out of it. Mum was too upset to speak about it and Dad was angry most of the time.

A friend had referred Matt to Jim's organization and said that they could help him. Matt was nervous and put off phoning. But next day the problem looked even worse. He was still really stuck and now he'd lost a day.

So now Matt just had to make the call and Jim sounded really friendly. He seemed to understand the problem but it didn't seem to worry him at all. But it would be easier if matt came around and met him personally.

Good meeting. After some more introductions, they found a table that didn't have papers all over it. Jim said it would be make sure they covered everything if they went through a form. So they chatted about the questions and Jim made a few notes here and there.

Then Jim said: "This is what I suggest. Sometime in th next few days, I'll phone your lawyer and make sure he knows my role. You'll have to meet with your lawyer again beore the hearing, and I can be there if you like.

"On the day, I'll pick you up in the morning, take you to court, and sit in the public area during the case. In this kind of case, I'll be able to see you after the hearing. I'll get you through the media scrum so you don't have to worry about the six o'clock news. Just do what I tell you and you'll be okay. Perhaps then would be a good time to go for a coffee, see how you think it went, and see what plans we need to make for any follow up. Then I can drop you off back here. Or, if you like, I could take you home and speak to your Mum and Dad.

"I can't promise it'll be the best day of your life, but it'll probably a lot easier. How's that sound?