Gurpreet is a first generation cultural and linguistically diverse wine-grape grower in the Riverland who came to RBS with a single goal: help with the forms.
Prices were down, debt was up after redeveloping a block to mostly reds, and he wanted fast money—Farm Household Allowance (FHA) and any grant that might stick.
He arrived late to the first meeting, phone ringing on the desk, and pushed a folder across: “You just submit.” English wasn’t his first language and, to him, government paperwork was confusing.
The RFC began with informed consent and clear roles.
In plain language, the RFC explained confidentiality, RBS’s independence, and that decisions would stay with him.
The RFC offered interpreter options and used simple, translation-ready templates. Then the RFC made it practical. Sitting side-by-side, the RFC opened the FHA and PIRSA pages and showed exactly what evidence is required and why it matters.
When access to a computer felt like a barrier, the RFC showed Gurpreet how to use his iPhone as a scanner so he could upload documents himself. Each session ended with a short, written plan in his words—what he would do, what the RFC would do, and by when.
If he missed an appointment, the RFC followed up with a brief, respectful message (“Here’s the next step—when can we try again?”) and offered a quick check-in call to keep momentum.
Grant chasing kept pulling him off course. A neighbour mentioned a rebate; a cousin sent a link to a “new grant closing soon.”
Rather than shutting that down, the RFC used it to keep him engaged. Together they skimmed guidelines, checked eligibility, and parked anything that didn’t fit.
Each time they circled back to the anchors: understand the business position, get the documents right, and choose supports that actually apply.
The RFC also checked wellbeing at each touchpoint and, when stress spiked, offered a referral to a local mental health service—no pressure, just options.
