Media, Modernization and Millenials...
What's the future of settlement work?
1) Services are accessible to all who need them.
2) Services are offered in an inclusive manner, respectful
of and sensitive to diversity.
3) Clients are empowered by services.
4) Services respond to needs as defined by users.
5) Services take account of the complex, multifaceted,
interrelated dimensions of settlement and integration.
6) Services are delivered in a manner that fully respects
the rights and dignity of the individual.
12 Core Values of Settlement Work
Canadian Council for Refugees
12 Core Values of Settlement Work
7) Services are delivered in a manner that is culturally
sensitive.
8) Services promote the development of newcomer
communities and newcomer participation in the wider
community and develop communities that are welcoming of
newcomers.
9) Services are delivered in a spirit of collaboration.
10) Service delivery is made accountable to the communities
served.
11) Services are oriented towards promoting positive change
in the lives of newcomers and in the capacity of society to
offer equality of opportunity for all.
12) Services are based on reliable, up-to-date information.
1) Anonymous and/or confidential access to information.2) Be empowered to the extent possible.3) Assistance based on the inquirer's personal value system.4) Treatment based on respect and sensitivity to cultural, generational and age/disability related differences.5) Self-determination and the opportunity to access the most appropriate service available in the human services system.6) Accurate and comprehensive information about services.7) An appropriate level of support in obtaining services.8) A grievance procedure if they feel they have not received satisfactory service.
Client Bill of Rights
Alliance of Information & Referral Systems
Settlement Modernizatio
n
From a suite of programs… … to a single program……using a suite of services that can
be combined to achieve results
The Settlement ProgramAn outcome-based program
Needs Assessment and Referrals
Information & Awareness Services
Language Learning & Skills Development
Employment-Related Services
Community Connections
Support Services
Language Instruction for Newcomers to Canada (LINC)
Immigrant Settlement and Adaptation Program (ISAP)
Host Program (Host)
A. Orientation – Newcomers make informed decisions about their settlement and understand life in Canada
B. Language/Skills – Newcomers have language/skills needed to function in Canada
C. Labour Market Access – Newcomers obtain the required assistance to find employment commensurate with their skills and education
D. Welcoming Communities – Newcomers receive help to establish social and professional networks so they are engaged and feel welcomed in their communities
E. Policy and Program Development - To ensure effective delivery and achieve comparable settlement outcomes across Canada
From a Suite of Programs to a Single Program with a Suite of Activities to
Achieve Results
The Modernized Approach Outcomes - The modernized approach is an outcome based approach, which aims at
supporting newcomers by providing: language training so they have the language/skills to function in Canada; the information they need to better understand life in Canada and make informed
decisions about their settlement experience; the required assistance to find employment commensurate with their skills and
education; and help to establish networks and contacts so they are engaged and feel welcomed in their
communities
Needs Assessment – Newcomers will be assessed to determine services required to meet their needs. Needs assessment is to begin as early as possible, optimally overseas.
Planning - All activities will be harmonized through improved coordination and collaboration among the range of partners.
Communities develop and implement strategic settlement plans, offering services that respond to identified needs and regional issues. All stakeholders are involved in planning and carrying out settlement programming. Best practices shared.
Performance measurement - Results in terms of outcomes, outputs, and financial resources will be gathered and monitored to ensure activities continue to achieved expected results and link services to specific settlement outcomes.
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UltimateOutcomes
Key OutcomesA - Orientation
B - Language/Skills
C - Labour Market Access
D - Community Connection
E - Development and Capacity Building
Settlement Program Logic Model
Immediate Outcomes
Program Components
CIC Strategic Outcome 3
Outputs
Intermediate Outcomes
Policy Development, Program Design and Management
Policy and Program Development
Settlement Services
Program Implementation and Management
Needs Assessment and Referrals
Support Services Information & Awareness Services
Employment-related Services
Initial and on-going needs assessments (including language assessments)
Referrals to CIC-funded and community settlement services
Enabling services:– Childminding– Transportation
assistance– Provisions for
disabilities
Other support services:
– POE reception services
– Translation– Interpretation– Settlement/ crisis
counselling
Information products
Orientation sessions
Promotion and outreach
Labour market bridging
Job search skills training
Labour market information
Workplace orientation
23. Successful integration of newcomers into society and the promotion of Canadian Citizenship
1. Policies and programming align with departmental and government priorities
2. Program models are evidenced-based, informed by stakeholder input and address the barriers & needs of both newcomers and communities
3. Standards, tools, resources and program coordination support the effective delivery of services)
4. Services are efficiently delivered
5. Provision of settlement services across Canada that achieve comparable outcomes
6. Clients, service providers and CIC are aware of newcomer settlement needs
7. Referrals and personalized settlement plans are based on assessed settlement needs
19. Newcomers find employment commensurate with their skills and experience
20. Newcomers enjoy their rights and act on their responsibilities in Canadian society
21. Canadians provide a welcoming community to facilitate the full participation of newcomers into Canadian society
22. Newcomers contribute to the economic, social and cultural development needs of Canada (in PAA)
8. Target population is aware of CIC settlement services
9. Timely, useful and appropriate CIC settlement services are available in the Official Language of choice (in accordance with the Official Languages Act and Policy)
10. Clients obtain the CIC settlement services they need to deal with settlement issues as they emerge
Language Learning &
Skills Development
Language training
Other skills/ life-skills training
11. Clients have timely, useful and accurate information needed to make informed settlement decisions
12. Clients understand life in Canada including laws, rights, responsibilities and how to access community resources
13. Clients have the official language skills needed to function in Canadian society
14. Clients have the skills/life-skills needed to function in Canadian society
15. Clients have knowledge of the Canadian work environment and are connected to local labour markets
16. Clients have the skills to find and apply for employment
17. Clients are connected to the broader community and social networks
18. Program participants are aware of newcomers’ needs and contributions and are engaged in newcomer settlement
Strategic plans
Policy, priorities, standards and outcomes
Performance measurement strategy and national reports
Horizontal coordination
PT consultations
Research analysis/ and reports
Funding allocation
Operational plans
Program delivery materials and tools
Functional guidance & training
Data collection and regional/local/SPO reports
Regional, local and SPO coordination
Service delivery capacity building
Best practices and info sharing
Contribution agreements
Community Connections
Individual and community-level bridging, e.g.:
– Host/ mentor matches
– Volunteers engaged trained and supported
• Cultural awareness, anti-racism, and welcoming communities services
E
A B C D
Expected Results
A - Orientation
B - Language/Skills
C - Labour Market Access
D – Welcoming Communities
E - Program and Policy Development
Innovations Now:
JSWNewcomer Information CentresSettlement Workers in SchoolsLINCOrientation materialsLibrary Settlement Partnerships,Youth-centered programming,Professional Development conferences for IEPs,Higher level language training, LT in the workplace,Occupation-specific language training,Local Immigration Partnerships.
Future Innovations:
Coordinated Language Assessment andReferral System,OccupationSpecific Language Training – OSLT,EmploymentRelated Services,Welcoming Communities,Capacity-building (focus on governance and needs assessment),Enhancing pre-Arrival Services
Operating Vision
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» Common Contract – Outcome Based Performance
» Flexible funding model to support innovative and dynamic programming
» Capacity building» Report results and trends / needs
Service Provider Perspective – Strategic partnerships with other service providers/responsive to emerging needs
Local needs addressed through local planning and community-wide coordination (LIPs, RNEN, Local Labour Market Planning tables)
Ministry Perspective – Government priorities; oversight and policy development
Client Perspective – Continuum of services; no eligibility gaps; alignment with core programs (e.g. health, education, housing, employment)
» Immigrant Services – clear entry points/access to services/multi-channel
» Multi-service locations/province-wide coverage/services mobile and dynamic
» Deliver immigrant services based on defined client needs & outcomes
» Refer to other support services as required
» Manage provider relationship» Monitor performance» Develop streamlined processes to
support integrated service delivery
Social Media
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The chaos, the loss of control, the
privacy/security concerns, they
scare a lot of us.
So, we ban it.
The Information Problem• Our agencies are made up of a wide range of
knowledge workers. • We are not currently able to effectively meet our
information management and communication needs. Ad hoc systems and approaches for Information/Knowledge Management aren’t working.
• Leading edge and consistent information practices are vital for our continued success as an organization.
• We need to find, engage, retain and serve our clients in a competitive environment.
Silos
Synergies
FROM
knowledgeable individuals
ad hoc information sharing, if at all
short-term knowledge capacity
Less than optimal performing organization
TO
knowledgeable individuals and organizations
Information and knowledge sharing
systematic, formal, strategic sharing
generating new knowledge
continuity in knowledge retention
tools and processes to support an even better performing orgs
RESULTS IN
greater access to information
better program planning & delivery
more effective and efficient service to clients/members/stakeholders
better partnerships with service providers and stakeholders
stronger organizational systems
What if increased use of online tools could save us time, free us up to do more interesting work, get us
the information we needed to do our jobs and engage our community more efficiently, effectively?
Working Smarter?
Why Social Media?It’s happening
now.
With or without you.
The people you want to reach are already
using it.
36544 members
50023 members
1445 members
17009 Members
and many more...
eLearning
Online Video
Learning Portals
Service Evolution: S.Org Example
We envision the S.Org site as an I&R tool for newcomers. The site started with a discussion forum. No uptake. Took it off the site.
We responded to emails from site users. 1 to 1.
A few years ago we noticed we were getting very similar emails from multiple people. Started creating form emails. 1 to many - kind of, but not really.
This trend increased, so we realized that we should simply post the typical question and answer, then email them back with the address where their answer could be found. Could have been an FAQ section, but we decided to resurrect the discussion forum, as we thought, "hey, people could follow up with additional questions". 1 to many.
Eventually, we restricted the places where people could send us email, and directed them to our discussion forum to ask questions. Discussion forum membership and postings increased. No one was answering questions but us. All postings were moderated (funder pressure, very much the right decision!) Still 1 to many.
At some point, after some time, for some reason, people started not only posting questions, but also answers!
Some users became frequent contributors, site experts.
Some threads now include dozens of replies, thousands of reads. Some of them are not even questions, but discussions about experiences, opinions on issues, etc. We have a full time discussion area facilitator. We could use another!
Connect and integrate your online work with your offline work
For e-service delivery, technology is valuable when it complements or maximizes a relationship currently in progress.
Important principles:
• No loss of human service interaction with clients• Minimal increase in workload for staff; instead, a change in how we do our work with some of our clients• E-services must complement existing services• Online work must contribute to meeting client service targets• E-services is not for all clients• Privacy and confidentiality are essential• Maintaining a high level of client-centric service focus
How can we complement existing service delivery to offer clients another way to get help?
Can on-line, interactive access to and connection with counsellors, information, mentors and advisors, peers, and other learning resources be part of a service solution?
1. Listen Up!2. Target your audience3. Develop an active idea4. Produce engaging content5. Distribute your content6. Get social
Engaging Online: A 6 Step Program
http://www.fenton.com/watta/
5 Pillars• Ease of Use (tech becoming boring, easier)
• Trusted Networks (that's you!)
• Everyone Can Publish (if you can send
an email, you can use social media)
• Actively Passive (set it and forget it – well,
almost)
• Media Rich (use pictures, video to inform, educate,
serve)
Social Media
Your Org Here
Your Service Platform
Other?
How much time?
Millenials
Can you solve your social
media problem by hiring a new
generation of employees?
Well, no.
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They bring• Energy• New Skills• Attitude• Creativity• Innovation• Facebook• Social media
You have• Experience• Structure• Awareness• Community• Introspection• Face time• Social connection
But, it's isn't necessarily an
age thing.It's a skill, attitude,
innovation thing.And, that's
ageless.
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“Among people born in Canada, 75% used the Internet,
compared with 66% of those born elsewhere.
However, the rate was 78% among immigrants who arrived in Canada during the last 10 years. Most of these recent immigrants live in
urban areas.” Statistics Canada
It’s Not About the
Technology
Help people explore and make the most of what they need.
Connect people with other people.
Connect them with the information they need.
The future of settlement work is
a culture of innovation,
creativity, learning, serving.