.

Supporting Government Assisted Refugees: A Coordinated Service

Delivery Model

OCASI Conference, April 24, 2009

Agenda

Welcome & Introductions Workshop Outcomes Resettlement Assistance Program (RAP) Life Skills Program Client Support Services Project (CSS) Client Centered Approach Resources Success Stories

Introductions

• Name • Agency / City• Work you do• Any knowledge of the Resettlement

Assistance Program (RAP)• Any experience working with Government

Assisted Refugees (GARs)

Workshop Outcomes

• Better informed about the Resettlement Assistance Program (RAP)

• Better informed about the Life Skills Program• Better informed about the various Client Support Services

project models• Best practices working with multiple partners• In-depth needs assessment• Developing an Action Plan• Components of case management• Knowledge of multiple resources in the community• Success stories• Opportunities to work together

Refugee Resettlement

OVERVIEW OF THE OVERVIEW OF THE RESETTLEMENT ASSISTANCE PROGRAM RESETTLEMENT ASSISTANCE PROGRAM (RAP)(RAP)

Canada’s Role in the Resettlement Process

• Part of Canada’s international humanitarian commitment• Canada’s Immigration and Refugee Protection Act (IRPA)

allows foreign nationals to apply for refugee protection while outside Canada

• Government Assisted Refugees (GARs) are persons assessed overseas to be people in need of protection & resettlement. They are not refugee claimants.

• Canada has two Resettlement Programs:Resettlement Assistance Program (RAP)Private Sponsorship of Refugees (PSR)

How GARs are Selected?

• United Nations High Commission for Refugees (UNHCR) refers cases to Canadian visa offices overseas

• Refugee completes “Application for Permanent Residence”

• Changes in selection from IRPA 2002 • Focus now on need for protection• GARs exempt from “ability to establish” • Assisted with travel by International Organization for

Migration (IOM)• Loans are provided to cover transportation costs• Matched with a destination community in Canada

Number of GARs Arriving in Canada?

• Canada resettles = 7,500 Government Assisted Refugees• Ontario receives = 2,300, in six communities:

Toronto, Ottawa, Hamilton, London, Kitchener & Windsor

• LocalToronto 750 London 280Ottawa 380 Kitchener 280Hamilton 320 Windsor 300

Source Countries for Current GARs

• Afghanistan• Iraq• Myanmar – Karen speaking (formerly known as Burma)• Iran• Colombia• Somalia• Ethiopia• Democratic Republic of Congo• Sudan• Liberia• Eritrea

Characteristics of GARs that come to Ontario

• Many come to join family and friends • Many have spent years in refugee camps or lived in a rural,

non-western, non-industrialized environment• No familiarity with technology and systems• No experience looking after themselves• Little or no financial resources• Range of education, language ability, work experience• Large families of 4 children or more• Large extended families• De facto families and family members• Many have high medical needs

The Resettlement Assistance Program (RAP)

• RAP is a financial assistance program that provides for the basic needs of life and immediate essential services. It has two components:

RECEPTION SERVICES INCOME SUPPORT

RECEPTION SERVICES: At the port of entry, Immigrant Reception and Information

Services (IRIS) welcome refugees, help with the immigration process, and provide transportation and winter clothing.

Reception Services (cont’d)

• Reception Centre – temporary accommodation (2 weeks, admission, intake, needs assessment, meals and immediate emergency needs), orientation sessions (finance and budgeting, education, health care, housing, community mapping and transportation, initial settlement services (SIN, OHIP, and open bank account), assistance with permanent accommodation, ordering and setting up of furniture and telephone line.

• Life Skills Program and Client Support Services Program

Reception Services (cont’d)

INCOME SUPPORT:• Mirror social assistance rates (12 months),

special needs (24 months)• Basic and household needs (rent, food,

transportation and other basic costs)• Administered by CIC• One year window• Income changes

Reception Services (cont’d)

• Client Report Form• Questions on Immigrant loans Call:

1-800-667-7301• Other Immigration related questions

call: 1-888-242-2100

Interim Federal Health Program (IFH)

• GARs are covered by IFH and OHIP from day one of their arrival

• Important to review IFH photo document and expiry date

• Note what is covered by IFH and what is not• IFH Information Handbook

http://www.fasadmin.com• Two handouts given to IFH recipients:

1.Medical Benefits2.Dental Benefits

Life Skills Program

Objective: To provide essential help with basic life and functional skillsto refugee families to adapt to life in their new community.

• How to use appliances in a safe & appropriate manner• Laundry• Hygiene - personal• Use of domestic & personal cleaning products• Canadian plumbing systems & use• Adjusting to life in high rise apartments (garbage disposal,

recycling, elevators, safety, use of common areas)

• Products, packaging & simple food preparation• Budgeting• Canadian cultural norms in public places

Refugee Resettlement

OVERVIEW OF THE OVERVIEW OF THE CLIENT SUPPORT SERVICES PROJECTCLIENT SUPPORT SERVICES PROJECT

(CSS)(CSS)

Client Support Services (CSS) Project - Background

GAR Challenges & Issues:GAR Challenges & Issues:• Difficulties in accessing appropriate community services• Inability to cope and adapt in new home country• Increased isolation of GARs in all communities

Settlement Support Challenges:Settlement Support Challenges:• RAP & Life Skills programs meet short term needs only• Programs not adjusted to different client needs (i.e., youth)• Identifying post-traumatic stress disorder & other needs• Keeping services in line with process of adaptation• Increased case load of complex needs; lack of time by staff• Lack of follow-up and tracking settlement outcomes of GARs

Client Support Services (CSS) Project - Background

2005: “Case Management Pilot Project”Location: Greater Toronto AreaDelivered by: YMCA of Greater Toronto

Project Goals: To assist 70 GAR cases (single & families) to

develop a settlement plan / goals for their first year in Canada

Document a case management model that responds to the needs of GARs

To assist GARs in the following: achieve their goals; learn about community services; participate in

community activities

Client Support Services (CSS) Project - Background

2006: “Client Support Services Project”Who?Project Sites: Reception Centres (6)Project Sites: Reception Centres (6)• Hamilton – Settlement & Integration Services Hamilton – Settlement & Integration Services

Organization (SISO)Organization (SISO)• Kitchener – Kitchener-Waterloo Reception CentreKitchener – Kitchener-Waterloo Reception Centre• Toronto – COSTI Immigrant ServicesToronto – COSTI Immigrant Services• Ottawa – Catholic Immigration Centre (CIC)Ottawa – Catholic Immigration Centre (CIC)• Windsor – Multicultural Council of Windsor & Essex Windsor – Multicultural Council of Windsor & Essex

County County (MCC)(MCC)• London – London Cross Cultural Learner Centre London – London Cross Cultural Learner Centre

(LCCLC(LCCLC) )

Project Coordinator:Project Coordinator: YMCA of Greater Toronto

Project Objectives• To improve GARs access to community services• To engage community agencies in providing support

services to GARs• To provide services in a desk-free and mobile fashion to where GARs are located• To monitor and evaluate project activities against

specific project goals and refine these activities / models if needed• To document best practices, successes and challenges • To design and document different community-driven

initiatives and formulating innovative models • Develop coordinated standards / systems to track project outcomes• Rollout anticipated for 2009 - 2010

CSS Model HighlightsProject Site Model Structure

Hamilton – “Life Coach & Personal Mentoring”

Focus on Family/Adult, Youth & OutreachArt Therapy component

Kitchener – “Newcomer Integration Program”

General Case Workers with specific languagesOutreach component

London – “Partners in Caring: A Community Response to Refugee Trauma”

Focus on Trauma Expert, Settlement Health/Service NavigatorOutreach/Education component

Ottawa – “Community Integration Support Program”

Focus on Family/Adult & YouthPhysical & Mental Health Support

Toronto – “Client Support Services” Focus on Family/Adult & Youth

Windsor – “Better Access to Services in the Community”

Focus on Emotional/Mental Health, Health/Settlement, Education & EmploymentYouth & Outreach component

GARs Arriving at Reception CentreGARs Arriving at Reception Centre

RAPRAP Life SkillsLife Skills CSSCSS

WelcomeOrientationTemporary accommodationDocumentation (SIN, OHIP, Banking)Housing

WelcomeOrientationTemporary accommodationDocumentation (SIN, OHIP, Banking)Housing

Functional SkillsOne-on-One Support

Functional SkillsOne-on-One Support

Needs AssessmentSettlement Plan (short & long term goals)Monitoring & Follow-upEvaluation & FeedbackClosure/Transfer

Needs AssessmentSettlement Plan (short & long term goals)Monitoring & Follow-upEvaluation & FeedbackClosure/Transfer

Community/Settlement AgenciesCommunity/Settlement Agencies

ISAP, LINC, HOST & SWISHealth ServicesEducationEmployment ServicesRecreationLegalSocial Services

ISAP, LINC, HOST & SWISHealth ServicesEducationEmployment ServicesRecreationLegalSocial Services

Coordinator Role

•Support Project Delivery Support Project Delivery Document best practices, emerging trends and challenges

Client support service modelCommunity partnerships & sub-project activities

•Tracking & ReportingTracking & Reporting Standardized statistical reports, needs & gaps, client profile, recommendations to CIC

Tracking summary reports for IFH issues & other health/mental health needsNew medications being considered, dental & interpretation approved case by case and awareness of regional gaps in service

Coordinator Role (cont’d)

•Communication & Information SharingCommunication & Information SharingAnnual group meetings, professional development, site visitsSharing resources, information & best practices across the region

Examples: community health/mental health networks, youth-focused initiatives

Building awareness & relations between project sites

•Budget ManagementBudget Management

CSS Findings: Needs & Gaps

•Physical Health NeedsPhysical Health NeedsGARs arrive with significant medical needs that require immediate & on-going attentionDeath of family doctors that speak clients’ languages; shortage of doctors in some regionsMany doctors, dentists & pharmacies do not accept IFH

•Emotional/Mental NeedsEmotional/Mental NeedsTrend towards increased numbers of GARs with mental health issuesDifficulty finding counsellors who can provide professional therapy in clients’ languageLong waiting lists for existing counseling servicesFee for service for professional therapyPTSD observed to cause setbacks in client settlement

CSS Findings: Needs & Gaps (cont’d)

•Learning or Improving EnglishLearning or Improving EnglishAssistance with registration for LINC/ESL, literacy classes & high schoolAdvocacy needed with LINC classes to adjust class schedules/attendance (i.e., medical condition, etc)Literacy classes are challenging for clients who are illiterate in their own languageLimited childcare for clients with young infants

• Interpretation & Community ServicesInterpretation & Community ServicesLack of skilled & qualified interpretersFinding volunteer work & summer jobs for youth/familiesYouth services (16-18 yrs) do not cater to GAR needs

CSS Findings: Needs & Gaps (cont’d)

•Settlement & Adaptation to new CommunitySettlement & Adaptation to new CommunityAdjusting to new systems & resourcesLack of essential life skills & ability to make decisions, set goals, time management & building confidenceLack of experience living independently (i.e., budgeting)Assistance with functional skillsOn-going information & education support during the first year

Education to families about prevention of women, child and elder abuse

Top Client Needs: 07-08

Top Common NeedsComparative of Five Sites

April 2007 - March 2008

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

Hamilton 18.0% 15.9% 16.4% 21.3% 15.1% 0.0% 1.8%

Kitchener 48.0% 6.6% 4.5% 0.7% 2.3% 16.0% 2.5%

Ottawa 37.1% 8.2% 1.8% 1.0% 3.8% 1.0% 6.1%

Windsor 63.4% 4.0% 4.2% 0.2% 2.7% 1.4% 2.5%

Toronto 13.7% 10.7% 6.8% 6.8% 4.3% 2.9% 5.0%

Average 36.0% 9.1% 6.7% 6.0% 5.6% 4.3% 3.6%

HealthEducation and

TrainingInformation Sessions

Community and Recreation

Settlement Information

Social Services Housing

CSS Best Practices

•Coordinated Service Delivery – Working with Existing Coordinated Service Delivery – Working with Existing Services & Networks in the CommunityServices & Networks in the Community

Collaboration with settlement programs (ISAP, LINC, HOST & SWIS)New LINC literacy classes with childminding approved due to identified gaps in communityHOST program adapted to GAR youth needsCommunity mapping of health, mental health, employment and other related servicesWorking with community experts to provide training & support

Broader-based services are aware of GAR needs & issues while clients are gaining a better understanding of services available to them

CSS Best Practices (cont’d)

•Youth ComponentYouth ComponentPeer mentoring groups for GAR youth ages 16 to 24Assisting youth obtain driver’s licenseYouth focused workshops on many topicsTechniques developed for family/cultural mediationRefugee children participate in art projectYouth receive donated re-furbished computer to help with school workPartnerships with other agencies to provide leadership development & community involvement

Youth are empowered to continue educationYouth are engaged in positive activitiesYouth are engaged with local community

CSS Best Practices (cont’d)

•Supporting Clients to Learn EnglishSupporting Clients to Learn EnglishCollaboration with LINC Assessment Centres & LINC classes to identify gaps, track attendance & improve referralsCoordinate on-site assessments & referrals for large groupsReferrals to alternative programs: HOST, ESL conversation circle, ESL, volunteering, etcPilot of ESL & mother with young infants social group

Clients remain in school and progress through the language programClients become more independent due to improved communication skills

CSS Best Practices (cont’d)

•Physical & Mental Health Community NetworksPhysical & Mental Health Community NetworksWorking with Public Health for on-site immunizationAdvocacy, outreach & education to doctors, dentists & pharmacists about IFH planInformation sessions on different health topics Community health & mental health networks established with local health care providers & experts

GARs have access to specific services for these needs (i.e., family doctor)Broader-based services are more aware of refugee health & mental health needs

Client Centered Approach - Model

Core Functions of “Client- Centered Approach”Core Functions of “Client- Centered Approach”•Intake interview•Needs assessment•Develop a personal settlement plan (short & long term goals)•Provide services & identify referrals in the community•Coordination with various institutions, agencies, etc•Follow-up, monitoring & re-assessment•Evaluation & feedback•File transfer/closure

Resources

List of GTA Resources (handout)

Success Story - 1

•A single mom with 9 kids came from Afghanistan. The husband had been killed in front of the children who were naturally traumatized. Supportive counselling was provided through Access Alliance. Two of the sons were helped with obtaining surgery. A month after arrival, their apartment suffered extensive fire damage. Within 24 hours, we advocated with the landlord and got her another apartment in the same building. Also advocated with CIC for start-up funds and the family received $5,000 to purchase personal belongings, kitchen equipment, etc. In addition, new furniture was also purchased for them. Over and above, we managed to have her loan from CIC converted to a contribution.

Success Story - 2

•A 22 year old youth who came from a refugee camp in Thailand was given a ticket for riding a bicycle without a bell. The ticket was for $110. The CSS youth support worker sought legal advice from a legal clinic, and accompanied the youth to defend himself in court. In the meeting with the judge, the youth declared himself guilty. He also explained that he was a newcomer to the city. Furthermore, in his country of origin, there weren’t any rules regarding the use of bicycles. The judge forgave the ticket and made the youth commit to buy a bell and learn the pertinent safety rules. The youth viewed this incident as a learning experience and has gained increased awareness about his responsibilities as a newcomer.

Success Story - 3

•A male client, aged 35, originally from Burma, who had lived in a camp for 20 years. Lost his vision at age 14. Arrived in Canada last summer with his family and with the dream to be able to see again. After arrival in Canada, the visually impaired client was connected with the Canadian National Institute for Blind (CNIB). He received a walking cane, mobility training, and training for independent living skills at his home. Throughout the training, the CSS Program provided interpretation services. The client is now able to walk on his own to the nearest plaza and independently do his shopping.He has also learned how to cross the street and use public transportation without assistance. The client is currently connected with an Independent Living Instructor from CNIB, is learning how to cook simple meals, use the phone, and use and recognize money.Even though it is still uncertain that he will see again, the client is feeling empowered with the skills he has learned and has much more hope in his future.

Success Story - 4

•A senior couple arrived in Toronto in May 2007 as part of a larger family, including a son, daughter-in-law, and an adult daughter. The parents are in their early sixties and originally from Burma. For the past 17 years, they had lived in a Karen refugee camp in Thailand. All are fluent in Burmese as well as English. The father holds an engineering degree and the mother is an accountant. During the past 17 years in the camp, the father was engaged in teaching English to other Karen refugees and in conducting translations. Because of their fluency in both languages, father, son and daughter were referred to COSTI’S CITPT program and to Access Alliance where they received a three day training as interpreters. After completion of the 3 day training, they were offered on-call jobs as interpreters with the same organisation as well as with COSTI. The 3 individuals are earning relatively well. The son has also just found a job as an host worker at an agency in Jane and Finch area.

Thank You!