Social service inclusion of immigrants through the lens of human rights in Australia

Abstract Motivation A human‐centred approach to social service design is necessary to encourage social service inclusion and to offer an avenue for social service action in Australia and globally. Purpose The purpose of this article is to ascertain the extent to which social service providers design their services to include immigrants. Approach and methods We draw on literature exploring social service inclusion and the perspectives of 27 social workers and immigrant service users. Semi‐structured interviews were conducted with eight social workers and 19 immigrants who were purposefully selected from Brisbane, Townsville, Melbourne and Sydney. We applied the capability theoretical approach of Amartya Sen as our framework. The interviews were recorded and transcribed using a thematic analysis as the qualitative data analysis approach using NVIVO. Findings We find that service inclusion as an egalitarian system should offer service users equitable access to a service, equitable care during a service and equitable opportunity to leave a service. Policy Implications We argue for social service inclusion that provides opportunity, offers choice, alleviates suffering, and fosters happiness. We further contend that social service agencies should design their services in a way that promotes inclusion and allows service users to get value for the service.