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.