This paper considers the policy environment and settlement support services provided for migrants arriving in Australia and the challenges faced by them when engaging in a complex policy environment. Using structuration theory, it aims to understand how migrants’ understanding of settlement services relates to their exercise of agency and to the institutional and social structures they draw upon to integrate in the new society. Data were collected through 14 focus group discussions (N = 164), across seven migrant communities in Greater Western Sydney, Australia. The paper highlights access to language services and literacy programmes as contributing to the obstacles affecting migrants’ ability to achieve employment and draw on available settlement services. Three main themes emerged: (i) language barrier; (ii) employment in the new country; and (iii) settlement services. Language posed as a major barrier to find suitable employment and overall settlement. While non-recognition of prior skills or education, and a lack of local employment experience, posed significant barriers for migrants looking for work, participants also found settlement services had not been able to ease this challenging process. Our findings suggest the need to consider pre-migration experiences while planning for interventions that are tailored to better integration of migrants into the Australian workforce. © 2017 Informa UK Limited, trading as Taylor & Francis Group.

Australia Migrants Employment Language literacy Western Sydney Settlement services

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