Media, Modernization and Mill i lMillenials...

What's the future of settlement work?

12 Core Values of Settlement Work

1) Services are accessible to all who need them.

2) Services are offered in an inclusive manner respectful of and2) 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.g

6) Services are delivered in a manner that fully respects the rights

and dignity of the individualand dignity of the individual.

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.

Client Bill of Rights

1) Anonymous and/or confidential access to information.2) B d t th t t ibl2) 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.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 grie ance proced re if the feel the ha e not recei ed8) A grievance procedure if they feel they have not received satisfactory service.

Alliance of Information & Referral Systems

SettlementSettlement ModernizationModernization

From a Suite of Programs to a Single Program with a Suite of Activities to Achieve Results

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

Language Instruction for Newcomers to Canada (LINC)

A. Orientation – Newcomers make informed decisions about their settlement and understand

Information & Awareness Services

Language Learning & Skills Development

Immigrant Settlement and Adaptation Program

life in Canada

B. Language/Skills – Newcomers have language/skills needed to function in Canada

C. Labour Market Access – Newcomers obtain

Employment-Related Services

Community Connections

Immigrant Settlement and Adaptation Program (ISAP) 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

Support Services

Host Program (Host)

y g gwelcomed in their communities

E. Policy and Program Development - To ensure effective delivery and achieve comparable settlement outcomes across Canada

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 y

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 togathered and monitored to ensure activities continue to achieved expected results and link services to specific settlement outcomes.

Settlement Program Logic ModelS l S i

Program Components

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- Enabling services: Information Labour market

Language Learning &

Skills Development

Language Strategic plans Operational plans

Community Connections

Individual and

Outputs

going needs assessments (including language assessments)

Referrals to CIC-funded and community settlement services

g– Childminding– Transportation

assistance– Provisions for

disabilities

Other support services:

– POE reception services

– Translation– Interpretation– Settlement/ crisis

counselling

products

Orientation sessions

Promotion and outreach

bridging

Job search skills training

Labour market information

Workplace orientation

g gtraining

Other skills/ life-skills training

g p

Policy, priorities, standards and outcomes

Performance measurement strategy and national reports

Horizontal coordination

PT consultations

p p

Program delivery materials and tools

Functional guidance & training

Data collection and regional/local/SPO reports

Regional, local and SPO coordination

community-level bridging, e.g.:

– Host/ mentor matches

– Volunteers engaged trained and supported

• Cultural awareness, anti-racism, and welcoming communities services

Immediate Outcomes

counselling

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

d iti

6. Clients, service providers and CIC are aware of newcomer settlement needs

7. Referrals and personalized settlement plans are based on assessed

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)

PT consultations

Research analysis/ and reports

Funding allocation

Service delivery capacity building

Best practices and info sharing

Contribution agreementsE

Intermediate Outcomes

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

settlement needs 10. Clients obtain the CIC settlement services they need to deal with settlement issues as they emerge

11. Clients have timely, useful and accurate information needed to make informed settlement decisions

12. Clients understand life in Canada including laws, rights, responsibilities

d h i

13. Clients have the official language skills needed to function in Canadian society

14. Clients have the skills/life-skills needed to f i i C di i

15. Clients have knowledge of the Canadian work environment and are connected to local labour markets

17. Clients are connected to the broader community and social networks

18. Program participants are aware of newcomers’ needs and

ib i d d i

A B C D

9Ultimate

Outcomes

Key OutcomesA - OrientationB - Language/SkillsC - Labour Market AccessD - Community ConnectionE - Development and Capacity Building

19. Newcomers find employment commensurate with their skills and experience

20. Newcomers enjoy their rights and act on their responsibilities in Canadian society

21 C di id l i i f ili h f ll i i i f i C di

and how to access community resources function in Canadian society16. Clients have the skills to find and apply for employment

contributions and are engaged in newcomer settlement

Expected Results

A - Orientation

B - Language/Skills

C L b M k t A 9

CIC Strategic Outcome 3 23. Successful integration of newcomers into society and the promotion of Canadian Citizenship

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)

C - Labour Market Access

D – Welcoming Communities

E - Program and Policy Development

Innovations Now: Future Innovations:

JSWNewcomer Information Centres

Coordinated Language Assessment and

Settlement Workers in SchoolsLINCOrientation materials

Referral System,OccupationSpecific LanguageOrientation materials

Library Settlement Partnerships,Youth-centered programming,Professional Development

Specific Language Training – OSLT,EmploymentRelated ServicesProfessional Development

conferences for IEPs,Higher level language training, LT

Related Services,Welcoming Communities,Capacity-building (focus

in the workplace,Occupation-specific language training,

on governance and needs assessment),Enhancing pre-Arrivaltraining,

Local Immigration Partnerships.Enhancing pre Arrival Services

Operating Vision

» Common Contract – Outcome Based

» Immigrant Services – clear entry points/access to services/multi-channel

» Multi-service locations/province-wide coverage/services mobile and dynamic

Performance» Flexible funding model to support

innovative and dynamic programming

» Capacity building

Client Perspective –Continuum of services; no eligibility gaps; alignment with core programs

» Report results and trends / needs

Service Provider Perspective –Strategic partnerships with other service providers/responsive to emerging needs

gaps; alignment with core programs (e.g. health, education, housing, employment)

Local needs addressed through local planning and community-wide coordination (LIPs, RNEN, Local Labour Market Planning tables)

Mi i P i

» Deliver immigrant services based on defined client needs & outcomes

» Refer to other support services as required

M id l i hi Ministry Perspective –Government priorities; oversight and policy development

q» Manage provider relationship» Monitor performance» Develop streamlined processes to

support integrated service delivery

11

Social MediaSocial Media

13

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 andmanagement and communication needs. Ad hoc systems and approaches for Information/Knowledge Management aren’t working.

• Leading edge and consistent information practices are vital for g g pour continued success as an organization.

• We need to find, engage, retain and serve our clients in a competitive environment.

Silos

SynergiesSynergies

FROM

TO

knowledgeableRESULTS IN

knowledgeable individuals

knowledgeable individuals and organizations

Information and

greater access to information

better programad hoc information sharing, if at all

short-term

Information and knowledge sharing

systematic

better program planning & delivery

more effective and efficient service toknowledge capacity

Less than optimal

systematic, formal, strategic sharing

generating new

efficient service to clients/members/stakeholders

better partnershipsperforming organization

generating new knowledge

continuity in knowledge

better partnerships with service providers and stakeholders

knowledge retention

tools and processes to

stronger organizationalsystems

processes to support an even better performing orgs

Working Smarter?

What if increased use of online tools could save us time, free us up to do more interesting work, get us the information we p g , gneeded to do our jobs and engage our community more

efficiently, effectively?

Why Social Media?It’s happening now.

With or withoutWith or without you.

The people you t t hwant to reach are

already using it.

50023 members

36544 b36544 members

17009 Members

1445 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 siteuptake. 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 formA 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 f t k ti Di i f b hi d ti i d N iforum 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 alsoAt 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 workConnect and integrate your online work with your offline work

For e-service delivery,For e service delivery, technology is valuable when it complements or maximizes a relationshipmaximizes a relationship currently in progress.currently in progress.

I t t i i lImportant 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

li tclients• E-services must complement existing services• Online work must contribute to meeting clientOnline work must contribute to meeting client service targets• E-services is not for all clients

P i d fid i li i l• Privacy and confidentiality are essential• Maintaining a high level of client-centric service focusfocus

How can we complement existing serviceHow 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

d i d h l i badvisors, peers, and other learning resources be part of a service solution?

Engaging Online:Engaging Online: A 6 Step Program

1. Listen Up!2. Target your audience3. Develop an active idea4. Produce engaging content5. Distribute your content6. Get social

http://www.fenton.com/watta/

Social Media

5 Pillars5 Pillars• Ease of Use (tech becoming boring, easier)

• Trusted Networks (that's you!)

• Everyone Can Publish (if d il• Everyone Can Publish (if you can send an email, you can use social media)

• Actively Passive (set it and forget it – well, almost)y g

• Media Rich (use pictures, video to inform, educate, serve)

Your Service Platform

Your Org Here

Other?Other?

How much time?

Mill i lMillenials

Can you solveCan you solve your social media problem by hiring a new generationa new generation

of employees?of employees?

Well, no.

40

They bring You haveThey bring• Energy• New Skills

You have• Experience• Structure• New Skills

• Attitude• Creativity

• Structure• Awareness• Community• Creativity

• InnovationF b k

• Community• Introspection

F ti• Facebook• Social media

• Face time• Social connection

But, it's isn't necessarily an age

thithing.It's a skill attitudeIt s a skill, attitude, innovation thing.

And, that's ageless.

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“Among people born in Canada, 75% g p p ,used the Internet, compared with 66% of

those born elsewherethose born elsewhere.

However, the rate was 78% among immigrants who arrived in Canada

during the last 10 years. Most of these g yrecent immigrants live in urban areas.”

Statistics Canada

It’s Not AboutIt s Not About the Technologythe Technology

Help people explore and make the most of what they need.y

Connect people with other people.

Connect them with the information they needneed.

The future of settlement work is a

culture of innovation, creativity, learning,

serving.