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IRCOM VULNERABLE CLIENT SERVICE CONTINUITY PLAN – APRIL 2020

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DEVELOPMENT OF IRCOM’S VULNERABLE CLIENT SERVICE

CONTINUITY PLAN

Step 1: Research, Address Gaps, Getting Tools in place

Step 2 : Decide on Service Continuity Plan (SCP) Components, Scope, etc.

Step 3 : Decide on Modified Staffing Plan

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Step 4: Implement SCP

Step 5 : Monitoring, Rapid Modifications

Step 6: Transition Back to Normal

Address Gaps for Migration to Primarily Virtual Services

• Cloud-based database/forms, etc. for teams; team communication (DONE?)

• Apps to allow us to use staff phones, but not compromise privacy (replaces CRP burner phone); 3 way

calling for interpreters; scheduling apps for organizational staff scheduling, etc.

• Other platforms for service delivery

• Up to date tenant/participant contact lists

• Technology loaners for adult/children/ youth learners

• Free internet for tenants (Shaw hotspot)

• Decisions re: essential/non (or critical /non) and in-person scope; and re rising levels of risk over time

Research Alternative Service

Delivery Methods (for longer-

term) for PROGRAMS

Research Alternative Service

Delivery MODELS (for longer-term)

WHOLE ORGANIZATION

HR planning for changes to roles, structure, work-from-home

considerations, etc. Implement, timelines, etc. May have staged

elements (assess, monitor, decide). May require revised org structure

Requires initial program feedback, tool and process development, role clarity, lines of

communication and decision-making, program feedback training and clear timelines

Goals:

1. To ensure high-needs vulnerable refugee families, children and youth (tenants and high-needs youth) do not

face significant information and support gaps, using a crisis response methodology and a triage process, to

prevent or mitigate challenges to security, safety, health and well being that may ensue

2. To create the needed structural and programmatic changes, with both overarching organizational

components as well as program-level adaptations, that will maximize impact

3. To maximize virtual service delivery and thus maintain service continuity, clarifying essential/critical services

as well as in-person services, within that

Need tools, methods for monitoring, rapid evaluation and modifications,

to respond to rapidly changing context. Not a static model

HR processes, communications processes, debrief and staff supports, etc.


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IRCOM VULNERABLE CLIENT SERVICE CONTINUITY MODEL

A. Design and Plan 3 Organizational Teams

D. Triage - Conduct Modified Needs Assessment - all registered clients

clients

NEW Outreach

Information Services:

Deliberate outreach to

refugee clients. Key

information &

orientation related to

COVID-19 and changes

in benefits & supports,

rights, laws, etc.

Establish frequency, use

weekly scripts

Program Service

Continuity:

Includes IRCOM

Program Service

Continuity Plans.

Mainly by “remote”

means. Programs

include: ACBP, CRP,

NLI, CCP, CG, ASP,

House,

Operations/Admin

High Needs

Supports:

Part A & B Modified

Needs Assessment:

Triage/assessment

and action planning,

case management,

and/or crisis

response, for high -

needs refugee

families and youth-

[SWrs/HNST for

more complex +CRP ;

ACBP for benefits]

Interpreters/First

Language Delivery

Pool (IFL): mix of

existing FT staff across

teams; some paid

interpreters.

Contact every registered client, across all

programs, systematic Modified Needs

Assessment (COVID-19) (Part A is General;

Part B is High Needs), for adults and youth

Information Team (&

Data Entry team?)

• research

• post to website

• draft scripts

for review

Reception/On-Site

Staffing: decide on

levels of on-site

staffing, hours, who,

etc. Plus remote

reception services

INFO TEAM

Info Team

• Mon- Thurs

research

• Friday, website

update

• Friday, scripts to

teams

• Mon- training &

roll-out

Level 1 Level 2 Level 3 Level 4

IFL

Coordinator:

design, training &

orientation of

team, ongoing

supervision/coord

ination

Group clients by

languages (ALL

clients)

CENTRALIZED

SERVICES:

IT/remote

technology,

Operations/

Admin,

Finance, Data

Entry

Coordination ,

Essential Needs

Procurement

E.

Service

Delivery

Components

– monitor,

evaluate,

adjust

PROGRAM TEAMS &

HIGH NEEDS

SUPPORT TEAM

Each team develops alternative plan:

• What services are essential/critical

• (Minimal/if any in-person services – to be

discussed)

• Services not being held

• Virtual/phone/alternative services &

scope

• Who are we serving? Are there priority

groups/limited groups we will/can serve?

• Staffing proposal for modified services

• Data entry provisions

• Etc.

B. Implement Organizational Teams and Technology C. Plan Program-level Changes

IFL

Team

NEW

Centralized

Essential

Needs

Distribution

e.g., food

hampers,

diapers,

tech for

students,

etc.

SWrs/

HNST


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How the Vulnerable Client Service Continuity Model Works

1. Organize all of IRCOM “clients” (families/youth/individuals) into groupings, so there is

no overlap. One client record / client

2. Possible groupings (this is reflected in databases)

3. Recruit, mobilize and train the Interpreters/First Language Delivery (IFL) Team – with

Modified Needs Assessment and case management “Levels,” Scripts (up-to-date content

on COVID-19, new regulations, community resources, benefits and how to access them)

NLI (CCP)- non

tenants

ACBP registered

clients - non

tenants

CRP/House – Ellen

Tenants

CRP/House –

Isabel Tenants

ASP- non tenant

youth

We need to know what the “Levels” mean

Level 1 (anticipated that most are Level 1):

• Reporting doing okay, may have mainly COVID-19 general info needs; might have some basic settlement needs. Set up

weekly/regular check in phone call to provide updates, refer on if Level 2-4 presenting.

Level 2, 3:

• High-needs of some form- short term more acute; longer-term complex/protracted. Referred to CRP (case management) for

follow up. Follows case management protocols and documentation.

• Also includes income security issues/Access to Benefits critical needs. Referred to ACBP for follow up (or consult with them)

Level 4

• Immediate or impending crisis or threat to health, wellness or safety. Options are 911 or immediate referral to IRCOM’s

High Needs Support Team for crisis response support

All IRCOM clients contacted for

Modified Needs Asst by cross-

program team of IFL. It is either

done in first language, or by (staff)

plus Interpreter

Level 2, 3 - goes to CRP

(for psycho-social

/settlement)- who may

need (IFL) Interpreters

Level 1

stays with

IFL team

Level 4 – to

HNST – who

may need

(IFL)

Interpreters

Level 2, 3 goes to ACBP

(for benefits/financial

except EIA) who may

need (IFL) Interpreters

IFL continues weekly/regular check-

ins, share new info via updated scripts

re COVID-19, new rules, benefits,

resources. Level 2, 3, 4, if/once

resolved, go back to IFL team solely for

regular check-ins


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From Page 2: “Program Service Continuity,” details about specific programs

IRCOM’s main number is open weekdays, 9-5: 205-943-8765. Also a new staff directory of Voice-

over-internet phone numbers will be shared soon. Note: our main offices are closed to walk-ins.

IRCOM maintains our commitment to the community through a mix of remote and in-person

services. As “community housing,” IRCOM is currently considered an essential service by the

Province of Manitoba. Specific services including case management for vulnerable refugee

families and youth, housing operations and tenant life and safety, and some financial services,

are also currently considered essential services by federal and provincial bodies.

IRCOM has launched two new programs in light of the COVID-19 Pandemic:

• Outreach Information Services: For IRCOM tenants and registered IRCOM participants

in the community. A cross program team with needed languages (“Interpreters/First

Language Delivery Team”), conduct a Modified Needs Assessment (COVID-19) by phone.

They ask a set of questions about people’s awareness of COVID-19 information, food

security, income security, knowledge of new benefits and resources, how the children

are doing, ability to do school work, etc. The conversation ends with a triage/referral

process into IRCOM’s specialized services if needed (e.g., case management, high-needs

youth supports, access to benefits, crisis intervention) or to other community resources.

Ongoing regular contact by phone is maintained during the pandemic.

• Essential Needs: For IRCOM tenants (at present). Food hampers and essential needs

hampers (hygiene items, diapers, formula, etc.) dropped off at their doorsteps, for those

facing income/food security challenges. Donations of food and other essential items are

accepted, call 204-943-8765.

Existing Programs and How they are Operating

Note: All in-person services are limited and delivered using IRCOM’s “In Person Guidelines”

based on public health directives and recommendations to prevent the spread of COVID-19 (e.g.,

using screening questions, by appointment whenever possible, limited time, 2 m apart, using

physical distancing table set up on site, using Personal Protective Equipment in certain

circumstances, and sanitation guidelines)

Community Resource Program (settlement team, case management)

• On-hold:

o The majority of in-person services are discontinued including all group programs

and workshops, all drop-ins for information and orientation, car

rides/accompaniment to appointments or hearings, off-site in-person

appointments or meetings; Early Childhood Development Hub (in partnership

with Freight House Early Hub is closed including licensed child care and

parenting programming

o No in-suite services (e.g., home visits, life skills training)

o No drop-in settlement services for former tenants or others living in the

community

• Remote Services:

o Case management and high needs support for tenants (Levels 2-4) by phone or

WhatsApp: regular contact, higher levels have higher frequency of contacts,

identifying strengths, gaps, needs. Mobilization of supports, referrals to new

/modified resources, liaison with care/service providers and government

agencies, etc.

▪ Liaise with Outreach Information Services Teams to follow up on referrals

after the Modified Needs Assessment (COVID-19) is conducted


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▪ Calls to assigned cases and checking on their general situation and

wellbeing.

o Collating technical information on community resources- access, changes, etc.

o (planning) virtual services for tenants such as “Conversation Buddies” or

“Women’s Hi Tea”

• Limited in-person services for tenants:

o Address urgent information and orientation and basic needs gaps in newly

arrived tenants, new move-ins, and newly arrived RAP clients

o Initial Needs Assessment and Referrals, and pared down, new tenant orientation

o Meetings with tenants for issues that are a threat to safety, health or wellness in

an immediate sense – and that cannot be resolved remotely

o Service Continuity Plan: essential needs (food hampers, diapers, etc.) decision-

making and distribution to tenants (for now), in coordination with Admin

(donations)

High Needs Support Team (cross-departmental team) (focus on crisis intervention, primarily

tenants)

• On-hold: in-person supportive counselling, in-person crisis intervention,

accompaniment, in-person life-skills (for high-needs tenants and youth)

• Remote services primarily for tenants and to some extent for IRCOM registered

participants in community:

o Crisis intervention by phone and referral to emergency services if needed (e.g.,

youth: arrest, assault, suicidality, mental health crises; Adults: family violence,

suicidality, mental health, injury)

o 24 hour coverage for after-hours emergencies (tenants) will be flagged by Live-In

Building Supervisors, who will contact High Needs Support Team

• Limited in-person services for tenants:

o On-site crisis intervention when all other services are not feasible or will not

arrive in time

After School Program

• On-hold: in-person children’s daily programming, in-person youth programming, rides

and transportation, family events

• Remote services for registered IRCOM participants (tenants and non):

o Homework assistance by appointment booked via SnapChat, conducted by

WhatsApp or FaceTime (priority Grade 12s, those youth without home supports)

o Connecting with schools/teachers to coordinate with and support school-based

learning plans

o Youth and children wellness check-ins, games, challenges, IRCOM “parties” safe,

fun engagement via social media

o High-needs/vulnerable youth, wellness check-ins & support by phone or

WhatsApp

o Service Continuity Plan: Support Interpreters/First Language (IFL) Outreach

Information Services (COVID-19)

• Limited in-person services for registered IRCOM participants (tenants and non):

o Distribution of donated devices to youth lacking technology

o Distribution of activities packages to IRCOM tenants (crayons, colouring, games,

etc.)

o Support distribution of food hampers/essential needs packages to tenants

o Service Continuity Plan: support pick up of Harvest/donations


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Newcomer Literacy Initiative (English Classes for Adults at IRCOM and in community) • On-hold: no in-person classes; no in-person assessments; new student intake • Remote services:

o Assignments via email, ESL Library, WhatsApp, and YouTube, and over the phone. Emphasis on YouTube, WhatsApp video and phone calls for lower levels.

o Teachers contact students 2-4 times a week whether it is with calls, videos, activities or messages

o Will continue to do PDLA and build portfolios where possible o “Conversation buddies” with IRCOM staff by phone o Aid in access to technology for students.

• Limited in-person services: o Initial drop off of learning packages and binders to higher CLB levels (3/4) o Future drop offs of learning packages o Coordinating some tech lending to NLI students o Service Continuity Plan: essential needs (food hampers, diapers, etc.) drop off to

students

Child Care Program

• On-hold: all in-person child care services

• Remote services:

o YouTube channel for NLI students children (tenant and non-tenant) with stories,

activities, new content 2x per week

o Service Continuity Plan: Support Interpreters/First Language (IFL) Outreach

Information Services (COVID-19)

• Limited in-person services

o Distribution of activities packages to IRCOM tenants and ESL students in

community (word searchers, crafts kits)

Asset and Capacity-Building Program (ACBP)

• On-hold: Immigration Loan Repayment Program was complete before the pandemic; no new intakes. Asset-Building Program: no in -person Money Management Training Workshops, in-person cash-outs, in-person RESP and in-person income tax workshops

• Remote services: o Continue to accept referrals from partner agencies and serve low-income

newcomers living in the community as well as IRCOM tenants o Income tax services by appointment and remotely (phone, app, on-line) to

newcomers who meet criteria (e.g., low-income, not self-employed, etc.) o Support for EI and EIA set-up, CRA problem-solving, and Identification Support

(birth certificate applications and PR card renewal) o Support to access new benefits such as the Canada Emergency Response Benefit

(CERB) and setting up MyAccount with Canada Revenue Agency (CRA) o Service Continuity Plan: provide staffing and information updates re benefits o (planned) YouTube or WhatsApp video series in multiple languages explaining

benefits (or adaptation and distribution of existing videos) o (planned) YouTube, WhatsApp or Zoom Money Management Training sessions in

consultation with SEED Winnipeg • Limited in-person services

o Registered Asset Building Program/Money Management Training, Matched Saving participants will receive homework in the mail. ACBP is in contact with SEED Winnipeg for more details

o For any low- income newcomers in the community: Tax filing support for urgent cases (no previous tax returns, no Canada Child Benefit, language / technology barriers, etc.). We will support clients with language barriers by hiring an interpreter or by submitting an Authorization Form to CRA


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To make a referral or appointment: Amal at (VOIP phone and email)

Shalini at (VOIP phone and email)

Rania at (VOIP phone and email)

Volunteer and Community Service Program and the Common Ground Project

• On-hold: No in-person volunteer selection, interview, training, and placement; No in-

person common ground activities (feast, reconciliation circles, etc. postponed)


o Communication of updates to current volunteer pool

o Providing support to foreign practicum student as situation evolves

o Continued virtual connection with Indigenous community through Common

Ground

o Service Continuity Plan: information collection and sharing, external focus e.g.

website

• Limited in-person services

o None

Admin

• On-hold: no in-person reception • Remote services:

o Answer main IRCOM phone number (forwarded) • Limited in-person services:

o Office administration (receiving mail/deliveries, cheque mailouts, office sanitizing, etc.); meeting and setup of IT/tech support; assist House with rent collection; pandemic communications (e.g., posters)

o Service Continuity Plan: o Essential needs (food hampers, diapers, etc.) donation coordination,

sorting, liaising with Community Resource Program o Tech/admin support of IFL and supervision of Info Team

Housing Department (tenants only)

• On-hold: no minor repairs and maintenance of suites; no non-urgent drop ins; no pest

management in occupied suites (MHRC)


o Rent collection on-line where possible

o Repair / maintenance requests all via phone

o Rent non-payment follow up all via phone

o Follow up by phone re pest prevention techniques

• Limited in-person services:

• New tenant lease signings (move-ins continue)

• Tenant exit walkthroughs / damage assessment (without tenant if possible, and

follow up with phone contact) (move-outs continue based on family’s wishes;

extensions to their stay available during pandemic)

• Urgent maintenance (tenants exit suite during)

• Rent cheque drop off in drop boxes; rent collection assistance with cheque-

writing

• Pest prevention information in person if remote is not possible and pest

prevention in non-occupied suites (MHRC)


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• Urgent tenant drop ins for e.g. new keys, laundry cards

• Fire, Life and Safety matters, including inspections

• Duties required for operation of house (cleaning, sanitizing, snow clearing,

parking enforcement, etc.)

• Contractor guidance, only as absolutely required


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APPENDIX A

IRCOM Modified Needs Assessment (COVID-19) & Script #1

Training:

• Welcome! Your ‘new’ job is to help make sure that all IRCOM participants have information

about COVID-19, and help during the pandemic. Your job is very important. Many families

do not have good information and are very fearful. Some are alone and may be running out

of food or money

• Your job is to do a “Needs Assessment” (asking them important questions), to give them

good information, to give them a sense of connection, and to refer them to IRCOM staff

who can help with more difficult issues

• Your job is not to provide counselling, or to deal with difficult situations. As soon as you feel

that is happening, you have to politely end the call and tell them someone who is trained in

helping will call back (we probably can’t say when, because it’s hard to know how many will

need our help)

• The call should take about 20-30 minutes. If it’s taking longer you have a few choices:

o If it’s taking long because they are lonely and want to talk, you can ask if you can call

back next week

o If it’s taking long because they are very upset and need someone to talk to – you can

talk a bit, but do ask them if they would like to speak to a social worker at IRCOM

who can help them think of ways to cope with the stress

o If it’s taking long because they have a million questions, try and cover the most

important ones first, and then ask if you can call back next week

• Tips for first language delivery

o Read over this whole document a few times, be familiar with the information.

o The part you have to know well is up to page 9.

o This is something you would do on work time. Ask your family or friends to quiz you!

You want to be as helpful as possible

o Read it through and if you have a paper copy, write down difficult words and

translate them. Or make notes and ask us to print them out for pick up at IRCOM.

o Some staff may want to take time and translate the most important information.

You can do this. This will take time. It is done on work time as well.

o If you need us to print out translated scripts at IRCOM, for pick up, let us know

o Use your own words and say things in ways that people will understand

• Do not worry if you don’t know something. If you are ‘stuck’ you have a few choices:

o Text your “helpers” and they will try and help send you information quickly

o Tell them you don’t know but will find out and call back

o Use your judgement to answer questions that are not in this document- but do not

make anything up! Public health information is very specific. Note: we will not use

public health information from other countries or even provinces.

• Confidentiality is important – make sure you can make calls where your family cannot hear

or leave the room when they come in and call the person back from somewhere else. Keep

confidential written or computer information very safe from others and also be very careful

if you have to drive and drop off confidential papers. If you need help with a set of folders

or a folder-system to store things at home, let us know.

• Let Gerri know how it’s going after a few of the Needs Assessments. We want to know

glitches before they become bigger.

Steps:

1. Training on new information or scripts will be given weekly or on a regular basis


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2. You will be given a list of people to contact – they are all registered with IRCOM

programs

3. The first time, you will go through the scripts, do the needs assessment and answer

questions

4. The scripts will be updated so you have new information to share the next time you call.

after the Needs Assessment, it’s just follow up calls. There is only one Needs

Assessment

5. At the end of the call, you will decide what “Level” they are at. This is to help decide

who helps them next. Do not share their “level” with them, this is just for us to

understand better.

6. You will send the completed needs assessment forms to Payal. These must be done

right away. Keep your notes short and point-form

7. She will send them to the teams who you felt should help them with next steps

8. For the ones that you felt were “Level 1” – you are now their “Outreach Information”

provider. You will call them with updates and to check in regularly (probably weekly)

9. For the ones that you felt were “Level 2, 3 or 4” – these are the higher needs families.

You will refer them to other teams to follow up. We will talk about the ‘levels’ when we

go through the Needs Assessment and the scripts

10. Once you start checking in regularly, you can enter the information directly into an Excel

Spreadsheet that you should have on your computer OR you can send it to Payal. The

information that you write down for follow up calls will be much shorter than the Needs

Assessment. For those without computers, we will tell you how to send this information

to Payal.

11. Note: we are just getting our staff VOIP phones in place for calling using our computers

or phones (but it’s not going to show up as your personal phone!). So soon we will share

those numbers … but for now, for most things, we use IRCOM’s number 204-943-8765

12. For follow up calls, we may have a “Script/Follow Up call Format’ for you to use, and we

may have a “Call Log” as well, so you can keep track of the calls, call backs, etc.


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IRCOM Modified Needs Assessment (COVID-19) & Script #1

Staff name: ___________________________ Date: _________________________

Participant name: ________________________ Number: _____________________

IRCOM TENANT? If yes, Location and Suite #: _______________________________

Before you start:

If you are stuck for answers, please text a “Helper” during office hours :

o Gerri (phone number)

o Irene (phone number)

o Erin (phone number)

o Shereen (phone number) (can text after hours)

If you call and it’s an emergency situation, you can help the family call 911, call 911 yourself, or

call any of these members of the High Needs Support Team:

o Carol (phone number)

o Lula (phone number)

o Talatu (phone number)

o Mathew (phone number) (especially for youth) (he can call Emmanuel if needed)

o Shereen (phone number)

1. Start your conversation

Hi, can I speak to:____________. My name is _______________ and I’m calling from IRCOM.

You are part of ______ (IRCOM program). I’m calling because IRCOM wants to make sure that

all IRCOM participants have good information about coronavirus. We had to shut programs

quickly and we want to see how you are doing. Is now a good time to talk? I have a lot of

questions and information – do you want to go ahead? (or set up another time?).

2. Questions About COVID-19

First, do you have questions about coronavirus? (answer their questions or let them know you

will answer them if you can read them some information…) (write notes in chart below)

Here is important information about the coronavirus:

• Coronavirus is known as COVID-19

• Most people who get COVID-19 only get mild symptoms, like a bad cold or a mild flu

(80%)

• Most people who get COVID-19 stay home and get well (93%)

• But you should know the facts. About 1 % of people who get COVID-19 die. In Manitoba,

3 people have died, they were in their 50s and 60s. However the youngest person to die

in Canada was 20 years old

• There is no cure or vaccine yet

• The main symptoms are fever, tiredness, dry cough and in the worse cases, difficulty

breathing. Usually people do not have a runny nose.

There are some more really important things you should really know about COVID-19 and the

changes around us:

First I will explain why everything is shut down and how COVID-19 is spread:


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• COVID-19 spreads easily. It spreads from droplets when people cough or sneeze. This

lands on a surface like a table or a door, and you touch it, and then touch your mouth or

nose, and it gets in you

• The reason the city is shutting down is not because things are very bad. It’s to prevent it

from spreading quickly. That way, when people get sick they don’t overload the

hospitals, like in Italy or New York. If the hospitals are not overloaded, then more people

get the care they need, and fewer people die.

• The way to stop COVID-19 from spreading quickly is to do “physical distancing.” If we

stand far apart, we can’t spread the virus:

o Always stay 6 feet away from people that do not live in your house

o Wash hands with soap for 20 seconds – it works as well as hand sanitizer

o Cough into your elbow, or into a tissue and throw it away

o Do not touch your face

o No hugging, kissing, shaking hands

o Stay at home as much as possible

o No more than 10 people in a ‘gathering’ and they have to be 6 feet apart if not

from same house (this is a law)

Next, I can tell you what to do if you or someone in your family is sick:

o Only call the ambulance when it’s an emergency

o Most peoples should first call Health Links (nurses) 204-788-8200 o Or call 1-877-308-9038 (phone survey, if they speak English/French) o Or use this on-line tool https://sharedhealthmb.ca/covid19/screening-tool/. You

can call IRCOM if you need help to use the tool (CRP’s phone 204-396-0330 ) o You may be told to call Health Links (nurses). They should be able to get a phone

interpreter. o You may be told to go to a testing centre (these are not ‘walk in’) o You may be sent to Emergency

Most people with mild or “moderate” symptoms of COVID-19 will be asked to stay home and self-isolate. Most never go to hospital! Some may not even get tested. There are not enough tests for everyone. There is not enough space in hospital to send everyone with COVID-19 there.

Last, I’ll give you really important information about “physical distancing” and “self-isolation”

• If you travelled recently, from another country or even from another province, you and

everyone in your house is supposed to “self-isolate” for at least 14 days. You cannot leave

the house for any reason. People must bring food to you.

• If you are diagnosed with COVID-19, or had contact with someone who was, you are also

supposed to self-isolate

• You must stay at least 6 feet away from everyone who is not living with you. AND there

cannot be more than 10 people in any space, so this means in the courtyards, at the park, in

peoples homes or places of worship

• One example: nearby people have called the Health Inspector and might even call the

police, because IRCOM tenants have been seen in large groups outside in the courtyard.

• In some provinces, they can arrest people and give fines

• You can go out for a walk with your own family. You can have your children kick a ball

around an open space, but they cannot play with other families’ children. If others join, you

have to stop. Children cannot play on playground equipment because they spread the virus.

They cannot play group sports like basketball or soccer, because there is too much contact

• Because of physical distancing, things are closed: o Schools are closed ‘indefinitely”. Grade 12s should all graduate if they were passing.

They can improve their marks and still pass. Grade 12 provincial exams are cancelled. There will be no graduation ceremonies in June.

tel:12047888200


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o IRCOM is closed except for some tenant services. Many services continue by phone or app. Urgent settlement services for tenants are done by phone. Urgent tax, access to benefits, ID can be done by phone too. Homework help can be offered by apps or phone for any children or youth in school who need help. Others may be available by phone or on-lines soon. The main IRCOM number for all is 204-943-8765

Main things we talked about They need help with (issue) and from (IRCOM Team)

Example: “They asked if there was a cure, and if they should wear masks. They mentioned their dad just got back from travel. I told them the information in the script”

Example: They just returned from

travel and need more help with self-

isolation. Referred to CRP.

3. Questions About Technology and Communication

During coronavirus, most services and schools are going on-line. We want to know how you are

doing with communication and technology.

Main things we talked about They need help with (issue) and from (IRCOM Team or other

referral) How do you communicate with others? Cell phone? Computer at home? WhatsApp? Skype? Do you have wi-fi at home?

Do you and the kids have enough ‘devices’ for on-line things and schoolwork? Please explain what you need….(this is a referral to CRP, we are trying to get devices to lend or give out)

4. Questions about Food


referral) Do you have enough food? Is it hard to get food now, and why? How urgent is it?

(Maybe go through some ideas on Page 12, see if that helps. If not, please refer to IRCOM staff)

5. Questions about Income

Because of COVID-19, there are a lot of changes to people’s incomes. Some are laid off, some

are not getting money from sponsors.

Are you having trouble with money? How urgent is it? (write notes in chart below)

I have some information that might be useful:

A. Taxes


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• Tax deadline. The tax filing deadline is now June 1, 2020 (instead of April 30) and if

you owe taxes you can wait to pay them until September 1, 2020. People can file

taxes from home

• IRCOM can help with taxes 204-943-8765 over the phone or using the internet (not in-person).There are a lot of people waiting, so it might take a while.

B. Canada Emergency Response Benefit (CERB) is for workers who are at least 15 years

old, who have stopped working because of COVID-19, who did not quit, who are not

eligible for EI (Employment Insurance) regular or sickness benefits. You have to have

made at least $5000 in 2019 or in the last 12 months before applying. There are a few

more rules on the website. The CERB is $2000 per 4 weeks. You have to re-apply every 4

weeks, to a maximum of 16 weeks.

There are two ways to apply: Online with Canada Revenue Agency (CRA) – “My

Account” or over the phone. You can get paid within 3-10 days.

https://www.canada.ca/en/revenue-agency/services/benefits/apply-for-cerb-with-

cra.html . IRCOM can help you apply.

C. Canada Child Benefit has been increased by $300 per month per child. Google “apply

for Canada Child Benefit” and you can either set up an CRA (Canada Revenue Agency)

My Account, or you can print the form, fill it out and mail it.


referral)

6. Questions about School for you and the kids


referral) How is schoolwork going for the kids? How about you (if in school)? Do you or the kids need help with schoolwork?

7. Questions about Housing


referral) Do you have any concerns about your housing? Is your housing stable/good? Do you have to move soon? Do you have help to do that? (this can be for IRCOM tenants or non)

https://www.canada.ca/en/revenue-agency/services/benefits/apply-for-cerb-with-cra.html

https://www.canada.ca/en/revenue-agency/services/benefits/apply-for-cerb-with-cra.html


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8. Questions about Health


referral) How is your health and your family members’ health?

9. Questions about Support


referral) It’s hard to keep away from other families. Do you have supports in the community? Are you staying connected?

10. Questions about Wellbeing


referral) How are you doing? How are the kids doing? Is there anything else you might need help with?

11. Follow-Up

Do not read out or talk about the “Levels”- it is just for us, to help understand better

❑ (Level 1 (‘regular settlement needs’). This family just needed information about COVID-19. They are

doing fine. They might have a question or two that you can find out for them and call back next

week.)

➢ I can call back in a week to see how you are doing. I can share any updates about

COVID-19, laws, benefits etc.


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Date: ____________________ Time: _________________

❑ (Level 2 and Level 3 are “high-needs” situations. They can be combined (Level 2 is shorter-term,

Level 3 is more complex and longer-term). The family is facing a lot of difficulty. Maybe they are

running out of food. Maybe they are all sick and don’t what to do. Maybe they have family conflict

and it’s unsafe at home. Maybe they have a child with a disability and no supports anymore (all of

these go to CRP). Or maybe they are running out of money and can’t pay rent in a few days (this goes

to ACBP) These are the families that need more help than you can give)

➢ I will refer you to (go over your notes) ________ to call back and they can help with

some of the things we talked about. We are not sure how long it will be

❑ (Level 4- Immediate danger. Someone is extremely depressed. Someone’s child ran away two hours

ago. Someone was beaten up last night in their home, etc.)

➢ I think you should call 911. I can call 911. OR I will call someone at IRCOM who might

be able to help (Call the High Needs Support Team members)


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APPENDIX B

RESOURCE GUIDE AS BACKGROUND INFORMATION ONLY

(Several pages of a resource guide; updated weekly by Info Team, Updates sent out to IFL team, to add

info to weekly calls)


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APPENDIX C: IRCC CRITICAL SERVICES GUIDE

SN Scenarios: Critical Services for Service Provider Organizations Last updated: March 15, 2020

Services Critical Non-Critical

Reason Alternate Service Delivery Options

RAP start-up ✓ - Importance of access to income support to meet basic day to day expenses such as rent, food, medication

- No access to key services and human contact might be especially severe for high needs clients.

Where possible, RAP IS cheques to be expedited and delivered to RAP Centres/ other locations where RAP clients are located without direct contact.

Initial GAR orientation, including banking services and SIN

✓ - Providing income support - Moving clients into

permanent accommodation

- Enabling children to attend school, as they require a permanent address

Not all regions deliver GAR orientation and intake in person. Alternative is to offer these services by videoconference/phone as we know it can be done.

Providing 14 days of food and incidentals for new arrivals

✓ - Receiving income support in time to meet basic day to day expenses such as rent, food, medication.

Expedited cheques to be delivered to RAP centres on an urgent basis and to other locations by courier. Allowing SPOs to provide food/supplies on an urgent basis as required.

Case management - Information

and orientation

- Medical appointments

- Crisis counselling

✓ - Preventing social isolation - Lowering the risk to

physical and mental health - Attending critical

appointments - Supporting clients’ health

and wellbeing

I & O and mental health crisis counselling can be conducted remotely -by telephone, including use of interpreters. Case management also includes physical crises-can we explore mobile health care? Need local, provincial and/or national emergency contact phone numbers for those requiring immediate crisis counselling. SPOs to provide an emergency phone number should clients in crisis require immediate help.

Medical referral and interpretation

✓ - Lowering risk to mental health

- Attending critical appointments

- Supporting clients’ health and wellbeing

All indirect services apart from development of BCPs

✓

All community connections

✓ No new matching could lead to social isolation, but online/telephone services is a possibility.

Frequent check-ins and contact with clients, including availability of interpreters remotely.

All employment related services

✓ Absence of services can delay clients’ employability and financial independence, but online/distance services is a possibility

Online/distance (if available)


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In person language services

✓ GARs and PSRS are on a 12 month support system. Loss or delay in language training can result in negative impact on employability, leading to reduced income level to support their families, but online/distance services is a possibility

Online/distance (if available) TUTELA is offering Webcasts on various subjects, this can be expanded to other language SPOs, some of which are creating online options(currently for CLB4 and above only)

Information and orientation for low-needs PRs (non-case management)

✓ Absence of services can contribute to clients inability to make informed decisions about their life in Canada, but online/distance services is a possibility


Needs Assessment and Referrals

✓ Absence of services can result in: - Clients are not linked to

appropriate services; and - Clients/IRCC unable to

understand clients’ settlement needs

but online/distance services is a possibility


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