NAATI CCL Spanish Community & Social Services Practice Dialogues — Worked Examples

Good morning. Welcome to Centrelink. How can I help you today?

Perdí mi trabajo el mes pasado y quiero solicitar la prestación por búsqueda de empleo. Tengo dos hijos y una hipoteca.

I'm sorry to hear about your situation. I need to check a few things. What was your last day of employment? Did you receive a redundancy or severance payment?

El quince de marzo fue mi último día. Recibí cuatro semanas de indemnización y mis vacaciones anuales acumuladas.

The redundancy payment will affect your waiting period. With four weeks' redundancy, there will be a waiting period before payments start. However, it's important to apply straight away to start the clock running.

¿No recibo nada durante la espera? Me preocupan las cuotas de la hipoteca.

Since you have children, you may be eligible for Family Tax Benefit Part A during the waiting period. If you're in serious financial hardship, you can also apply for an emergency payment.

¿Qué documentos necesito para solicitar?

You'll need identification — a driver's licence or passport — your bank account details, a separation certificate from your former employer, and your income tax return. Do you have a myGov account?

Sí. ¿Puedo solicitarlo en línea? Con niños pequeños es difícil venir varias veces.

Yes, you can complete most of it through myGov. I'll help you set it up today. I also need to explain the waiting period — there may be a one-week wait before payments start.

Gracias. Pensé que tendría que arreglármelas solo, así que me siento aliviado.

Welcome to the emergency housing assistance service. Can you tell me about your situation today?

No tengo dónde quedarme esta noche. El casero cambió las cerraduras hoy y me echó. Mis cosas siguen adentro.

That's an illegal eviction. First, let's secure safe accommodation for tonight, and then we'll discuss your legal options. Are you alone? Do you have children?

Tengo una hija de quince años. Está en casa de una amiga pero no puede quedarse mucho.

I can arrange temporary accommodation for tonight. We have short-stay lodging for up to two weeks. Meals, showers, and a safe environment are provided.

¿Y las mascotas? Tengo un perro pequeño en el auto.

Pet-friendly facilities are limited, but they do exist. I'll check the nearest one. If it's not possible, I can also refer you to a temporary animal care service.

¿Hay forma de recuperar mis cosas? Necesito ropa, medicamentos y útiles escolares de mi hija.

Yes, we can contact a tenancy adviser to request access to your belongings. Since this is domestic violence, you may be eligible for an urgent removal. We'll arrange a police escort if needed.

Muchas gracias. No sabía qué hacer solo.

You don't have to handle this alone. Today I'll arrange the accommodation, contact the tenancy adviser, and notify your daughter's school. Let's organise the paperwork together.

¿Por dónde empezamos?

Welcome to your NDIS planning meeting. Today we'll discuss your goals and the support you need in relation to your disability.

Tengo parálisis cerebral y uso silla de ruedas eléctrica. Quiero vivir de forma independiente pero necesito ayuda con actividades diarias.

Independent living is a wonderful goal. Which areas of support are most important to you?

Necesito ayuda para vestirme por la mañana y la noche, bañarme y cocinar. También necesito transporte para las citas médicas.

The NDIS can cover personal care support, home modifications, and mobility assistance. Can you tell me about your current living situation?

Vivo con mis padres pero quiero independizarme. Es difícil encontrar alquiler accesible.

The NDIS also supports housing search and transition. I can refer you to a specialist housing coordinator. We'll also check whether you qualify for SDA — Specialist Disability Accommodation.

¿Qué es SDA?

It's specially designed housing with built-in physical accessibility features — wide corridors, wheelchair-accessible bathrooms, automatic doors, and smart home technology.

Me interesa mucho. ¿Cómo funciona el costo?

If you qualify for SDA, the NDIS pays the SDA provider directly. You only pay a reasonable rent contribution — usually about twenty-five per cent of your disability support pension. The NDIS covers the rest.

No puedo creerlo. Vivir solo era mi sueño y podría hacerse realidad. ¿Cuál es el siguiente paso?

Welcome to youth services. We support young people aged fifteen to twenty-five. What's been going on for you?

Tengo diecisiete. Me echaron de casa y duermo en el sofá de un amigo. No puedo ir al colegio.

Your safety is the first priority. At your age, there's an obligation to make sure you have stable housing and access to education. Can you tell me what happened?

No me llevo con la nueva pareja de mi mamá. En casa siempre hay gritos. Ya no aguantaba más.

That sounds really difficult. We can try family mediation, or if it's not safe to return, we can help you find alternative accommodation and apply for income support.

No me ha pegado pero golpea las paredes y tira cosas. Me asusta.

That kind of threatening behaviour is a form of violence. If you don't feel safe, we take that seriously. I can arrange a referral to a temporary youth shelter and also organise counselling for you.

¿Y el colegio? Llevo dos semanas sin ir.

I'll contact the school, explain the situation, and arrange some flexibility for now. Your education doesn't need to stop. We can support you to attend from the shelter.

Tampoco tengo dinero. Quiero trabajar pero no sé cómo.

If you're sixteen or older, you can apply for Youth Allowance through Centrelink. If you can't live at home, the independent rate is higher. I'll help you with the application.

No pensé que hubiera tanto apoyo. Creía que todo se había derrumbado.

You've come to discuss a Home Care Package for your mother. Can you tell me about her current situation?

Mi madre tiene ochenta y dos y vive sola. Se cae con más frecuencia y le cuesta limpiar y comprar. No quiero internarla, busco apoyo para que siga en casa.

A Home Care Package is exactly for that. There are four levels, ranging from basic support to high-level care.

¿Qué nivel sería adecuado para mi madre?

Based on what you've told me, Level 2 or 3 seems appropriate. A formal assessment is carried out by an Aged Care Assessment Team. They visit and determine the type and amount of support needed.

¿Cuánto hay que esperar?

The assessment is usually arranged within two to four weeks. However, the allocation of a package can take several months to over a year. While waiting, the Commonwealth Home Support Programme can provide some services.

¿Tanto tiempo? Me preocupa durante la espera.

The Home Support Programme offers cleaning, shopping, meal delivery, and social activities at low cost. We can also arrange an occupational therapist visit to assess fall prevention measures at home.

¿Se puede empezar de inmediato?

Yes, the Home Support Programme has a short waiting time. I'll contact My Aged Care today to arrange the assessment, and at the same time register for immediate support services.

Gracias. Quiero que mi madre pueda seguir viviendo en su casa.

Welcome to the emergency relief service. How can we help you?

Debo tres meses de servicios. Recibí aviso de corte de luz. Tampoco tengo para comer.

That's a serious situation. First, there are legal protections against utility disconnection. If you declare financial hardship, they must delay the disconnection. Let's contact them directly and arrange a payment plan.

¿Y la comida? El refrigerador está casi vacío.

We can provide a food parcel today. It contains basic supplies for three to five days. We can also register you with the local food bank.

Tampoco puedo comprar mis medicamentos. Se me están acabando los de hipertensión.

There's a prescription assistance scheme. If you've reached the Safety Net threshold, your medication costs are significantly reduced. Let's check your prescription records to see if you qualify.

Gracias. Nunca pensé que llegaría a esto. Me da vergüenza.

There's nothing to be embarrassed about. Financial hardship can happen to anyone. What matters is that you've asked for help. For longer-term budgeting, I can also refer you to free financial counselling.

Sí, por favor. Quiero aprender para que no vuelva a pasar.

A financial counsellor can help you create a budget, manage debts, and negotiate with creditors — all free of charge. I'll arrange an appointment for next week.

Muchas gracias. Me alegro de haber venido hoy.

Welcome to the migrant settlement support service. You've recently arrived in Australia. We're here to help you settle into the area.

Llegamos hace tres semanas con mi familia. No tengo idea de por dónde empezar. Todo es diferente.

It's perfectly normal to feel overwhelmed. Let's take it step by step. First, I'll help you register for essential services — Medicare, a bank account, a TFN, and school enrolment for the children.

Casi no hablo inglés. ¿Cómo me las arreglo?

As a permanent resident, you're entitled to five hundred and ten hours of free English classes through AMEP. There are also settlement services that can help with employment, housing, and schooling.

También me preocupa encontrar trabajo. No sé si mis calificaciones de mi país son reconocidas aquí.

I can refer you to a free skills recognition service. There are also job readiness programs that cover Australian workplace culture, resume writing, and interview practice.

Mi esposa no está bien emocionalmente. Tuvo experiencias difíciles en nuestro país.

I can refer her to a trauma counsellor who speaks your language. It's free and completely confidential. Many new migrants go through similar difficulties, and seeking help is a sign of strength.

Me preocupa que mis hijos hagan amigos. Con otro idioma pueden quedar aislados en la escuela.

Schools have EAL/D support for English learners. There are also multicultural youth groups on weekends where children can meet others from similar backgrounds. Sports clubs are another great way to connect.

De verdad lo agradezco. No imaginé que hubiera tanto apoyo. Siento esperanza.