Providing I&R For

ImmigrantsSuzanne Klassen

INFORMATION SERVICES VANCOUVER

INFORMATION SERVICES VANCOUVER:

Runs 1 general I&R line and 4 specialized lines, all are 24/7:

• VictimLINK (BC and Yukon)• Alcohol and Drug Line (BC and

Yukon)• Problem Gambling Help Line (BC)• Youth Against Violence Line (BC)

Will launch 211 for Metro Vancouver in Spring of 2010

ISV:• Has 28 employees who speak 11

different languages• Uses CANTalk which is a 24/7 real

time interpretation service• Runs the KATHY service, which is for

newly arrived immigrants• Has been in working group and has

delivered training for the Canadian Red Cross on their FIRST CONTACT line for refugee claimants.

Some stats:• Vancouver has 580,000 people

(increasing by 6,000 per year)• 51% of Vancouverites self-identify as

“visible minority”• 45% of Vancouver’s population are

newcomers • (“newcomers” = “immigrants”) • Seattle: 17%, L.A.: 40%, Reno:

19%

LEARNING OBJECTIVES:• To understand agency

requirements related to providing services to newcomers,

• To understand the typical stages of acclimatization that newcomers go through

• To gather ideas, strategies and skill sets for directly providing I&R to newcomers

AGENCY FOUNDATIONS:

“Reflect and Connect”

Agency Foundation #1:

Agency should reflect the population it is serving:

• Hire staff who have immigration experience (and make use of their experience in training staff who have not, and mentoring new staff from same language group)

• Hire staff who have language capability and use interpretation services

Agency Foundation #2

Connect to the communities you want to serve via:

• Consultation with other agencies, government bodies and key individuals

• Participation in working groups/collaborative efforts

• Training exchanges• Public events and media

Agency Requirement # 3

Anti-discrimination and anti-oppression training, policy and procedure:

• Gives staff tools and context to deal with discriminatory comments

• Gives staff tools and context for being allies

• Promotes healthy communities

The Witness-Centred Approachand Anti-discrimination

Response Training

The witness-centred approach was developed by Dr. Ishu Ishiyama at UBC

Angela Brown (Vancouver School Board) is the developer of A.R.T.

For more information, Google search the words:

A.R.T. anti discrimination response training

Agency Foundation #4:

Review and add to Resources and Publications:

• Collect publications/forms in the languages your clients need

• Collect community publications and directories

• Decide how far to go on issues involving legal systems and procedures, and have clear policy for when you will offer interpretation

Agency Foundation # 5

Ensure your computer system captures the information you need to track:

• Unmet needs• Publicity (how did you find our number)• Interpretation (staff or service; directly

for client or agency)• Advocacy• Follow Up and survey

The continuum is two-way, complex, and long term

(And not necessarily a straight line)

Survival

Safety

Social

Esteem

Settlement

Acclimatisation

Adaptation

Integration

Temporary Housing

FoodClothing

Health Care

May have to rely heavily on others for translation, transportation, finance

Enter job market

Establish Social Networks

Isolation, trauma

School Job Club

Affordable Housing

Career Advancement

Accessing institutions

Entry into field of prior career

Adapt and/or reassess values and cultural identity

Vote

Adapt to using English in everyday life at work/school etc

Participate in (and change) socio-political and cultural institutions

Tools for Every Stage:

1. Contact2. Assessment3. Address problem/issue/need

(I&R)4. Check and disengage

Contact

Goal is to establish:

• Rapport• Focus on patron• Professional

service

Tools:• Tone• Empathy/

Supportive Listening

• Accept emotions

ContactFor Newcomers: May be exactly the

same! But may include : offer of language options, explanation of service and confidentiality. Let caller lead level of formality. Allow for more time if caller is not speaking their own language.

Assessment GoalsGoal is to understand:• What the problem is• What the caller needs (may be

different than what they initially assert)• How able the caller is

For Newcomers: you may need to provide some cultural maps in terms of how the issue is viewed or situated (but watch this!- let caller lead if possible). Sometimes may need to give system overview here to situate the issue.

Assessment Tools

• Active Listening• Clarify• Paraphrase• Acknowledge• Normalize

• Respectful Interruption

• Establish Boundaries

Assessment Tools

For Newcomers: allow for language processing mechanics. Never assume! Clarify as needed (both the caller’s situation and the system response). If you get something wrong or misinterpret, apologize! Normalize with facts (many newcomers feel frustrated with the credentials/employment situation)

Address Issue/Need with I&R

Goal: to generate approaches/solutions:

• With the caller• With options • Keeping the

client’s abilities in mind

Tools:• Prioritize/plan• Inform• Empower• Give Referrals

Address Issue/Need with I&R

For Newcomers: • Client’s (informed) priorities! • Don’t overwhelm client with information. • For delicate situations can use “trial

balloons”. • Give information about what the client will

have to bring with them and what to expect.

• Give self-advocacy skills (ask for…, say that you want…).

• Connect to service if required, or let client know how to arrange interpretation service if available.

• Remind of Resiliency

Check and Close

Goals :• To make sure

client understands the plan and has the info required to follow through

• To bring the interaction to a close

• To invite them to call back if needed

Tools:• Summarize

and repeat• If required use

firmer closing and review process

Check and Close

For Newcomers: • Checking numbers/addresses important. • Make sure you have their number (and

permission!) if you’re doing advocacy. • Offer follow up.• Encourage them to contact your service

again.• Record unmet needs