This presentation, for the Newcomer Organization Network of Peel, provides an overview of key trends and innovations that are and will influence the nature of settlement work and providing services to newcomers to Canada. It focuses on settlement funding "modernization", use and integration of social media in our work, and demographics of service providers, including desirable characteristics agencies should look for, regardless of age.

1. Media, Modernization and
Millenials...
Mill i l
What's the future of settlement work?

3. 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 and
manner
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 individual.
individual
Canadian Council for Refugees

4. 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.

5. Client Bill of Rights
1) Anonymous and/or confidential access to information.
2) B empowered t the extent possible.
Be d to th t t ibl
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 the feel the ha e not recei ed
grie ance proced re they they have received
satisfactory service.
Alliance of Information & Referral Systems

6. Settlement
Modernization

7. From a Suite of Programs to a Single Program with a Suite
of Activities to Achieve Results
…using a suite of services that can
From a suite of programs… … to a single program…
be combined to achieve results
The Settlement Program
An outcome-based program
Language Instruction for Newcomers to Canada
(LINC)
A. Orientation – Newcomers make informed Needs Assessment and Referrals
decisions about their settlement and understand
life in Canada
Information & Awareness Services
B. Language/Skills – Newcomers have
language/skills needed to function in Canada
Language Learning & Skills Development
Immigrant Settlement and Adaptation Program C. Labour Market Access – Newcomers obtain
(ISAP) the required assistance to find employment
commensurate with their skills and education Employment-Related Services
D. Welcoming Communities – Newcomers
receive help to establish social and professional Community Connections
networks so they are engaged and feel
y g g
welcomed in their communities
Support Services
E. Policy and Program Development - To
Host Program (Host) ensure effective delivery and achieve comparable
settlement outcomes across Canada

8. 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 to
specific settlement outcomes.

9. Settlement Program Logic Model
Policy Development, Program Design and Management Settlement S i
S l Services
Policy and Program Program Implementation and Needs Assessment Support Services Information & Language Employment- Community Connections
Development Management and Referrals Awareness Learning & related Services
Program Services Skills
Components Development
 Strategic plans
g p  Operational p
p plans  Initial and on- Enabling services:
g  Information  Language
g g  Labour market  Individual and
going needs – Childminding products training bridging community-level
 Policy, priorities,  Program delivery materials and assessments – Transportation bridging, e.g.:
standards and assistance
tools (including – Provisions for  Orientation  Other  Job search skills
outcomes language disabilities sessions skills/ life- training – Host/ mentor matches
 Functional guidance & training assessments) skills
 Performance Volunteers engaged trained
Other support  Promotion training  Labour market –
measurement strategy and supported
Outputs  Data collection and  Referrals to CIC- services: and information
and national reports POE reception
regional/local/SPO reports funded and –
outreach
community services
Workplace • Cultural awareness,
 Horizontal – Translation 
anti-racism, and
coordination  Regional, local and SPO settlement – Interpretation orientation
services Settlement/ crisis
welcoming
coordination –
communities services
 PT consultations counselling
 Research analysis/  Service delivery capacity
and reports building
 Funding allocation 
E
Best practices and info sharing
6. Clients, service providers
 Contribution agreements and CIC are aware of
1. Policies and programming align with departmental and newcomer settlement needs
government priorities 8. Target population is aware of CIC settlement services
Immediate 7. Referrals and 9. Timely, useful and appropriate CIC settlement services are available in the Official Language of choice (in
2. Program models are evidenced-based, informed by personalized settlement
Outcomes accordance with the Official Languages Act and Policy)
stakeholder input and address the barriers & needs of both plans are based on assessed
newcomers and communities
d iti settlement needs 10. Clients obtain the CIC settlement services they need to deal with settlement issues as they emerge
3. Standards, tools, resources and program coordination support
the effective delivery of services)
4. Services are efficiently delivered
A B C D
11. Clients have timely, useful and 13. Clients have the official 15. Clients have 17. Clients are connected to the
5. Provision of settlement services across Canada that achieve accurate information needed to make language skills needed to knowledge of the broader community and social
comparable outcomes informed settlement decisions function in Canadian society Canadian work networks
environment and are
Intermediate 12. Clients understand life in Canada 14. Clients have the connected to local labour 18. Program participants are aware
Outcomes including laws, rights, responsibilities skills/life-skills needed to markets of newcomers’ needs and
and h to access community resources
d how i function in Canadian society
f i i C di i contributions and are engaged in
ib i d di
Key Outcomes 16. Clients have the skills newcomer settlement
to find and apply for
Expected
A - Orientation Results employment
B - Language/Skills
A - Orientation
C - Labour Market Access
19. Newcomers find employment commensurate with their skills and experience
Ultimate DB Community Connection
- - Language/Skills
Outcomes 20. Newcomers enjoy their rights and act on their responsibilities in Canadian society
E - Development and Capacity Building
C-L b
Labour M k t A
Market Access 21. C di
society
i i f ili h f ll i i i f
9
21 Canadians provide a welcoming community to facilitate the full participation of newcomers into Canadian
id l i C di
D – Welcoming Communities 22. Newcomers contribute to the economic, social and cultural development needs of Canada (in PAA)
CIC Strategic E - Program and Policy Development
Outcome 3 23. Successful integration of newcomers into society and the promotion of Canadian Citizenship

10. Innovations Now: Future Innovations:
JSW Coordinated Language
Newcomer Information Centres Assessment and
Settlement Workers in Schools Referral System,
LINC Occupation
Orientation materials Specific Language
Library Settlement Partnerships, Training – OSLT,
Youth-centered programming, Employment
Professional Development Related Services
Services,
conferences for IEPs, Welcoming Communities,
Higher level language training, LT Capacity-building (focus
in the workplace, on governance and needs
Occupation-specific language assessment),
training, Enhancing pre Arrival
pre-Arrival
Local Immigration Partnerships. Services

11. Operating Vision
» Immigrant Services – clear entry
points/access to services/multi-channel
» Multi-service locations/province-wide
coverage/services mobile and dynamic
» Common Contract – Outcome Based
Performance
» Flexible funding model to support
innovative and dynamic
Client Perspective – programming
Continuum of services; no eligibility
» Capacity building
gaps; alignment with core programs
» Report results and trends / needs
(e.g. health, education, housing,
employment)
Service Provider Perspective –
Strategic partnerships with other service
providers/responsive to emerging needs
» Deliver immigrant services based
Local needs addressed through local planning
on defined client needs & and community-wide coordination (LIPs,
outcomes RNEN, Local Labour Market Planning tables)
» Refer to other support services as
required
q
» M
Manage provider relationship
id l i hi Ministry Perspective –
Mi i P i
» Monitor performance Government priorities; oversight and
» Develop streamlined processes to policy development
support integrated service delivery
11

12. Social Media

13. 13

14. The chaos, the loss of
control, the
privacy/security
concerns, they scare a
lot of us.

15. So, we ban it.

16. 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
needs
approaches for Information/Knowledge Management aren’t
working.
• Leading edge and consistent information practices are vital for
g g p
our continued success as an organization.
• We need to find, engage, retain and serve our clients in a
competitive environment.

17. Silos
Synergies

18. TO
RESULTS IN
FROM
knowledgeable
individuals and greater access to
knowledgeable
organizations information
individuals
Information and better program
ad hoc information
knowledge planning & delivery
sharing, if at all
sharing
more effective and
short-term
systematic,
systematic efficient service to
knowledge capacity
formal, strategic clients/members/
sharing stakeholders
Less than optimal
generating new better partnerships
performing
knowledge with service
organization
providers and
continuity in stakeholders
knowledge
retention stronger
organizational
tools and systems
processes to
support an even
better performing
orgs

19. Working Smarter?
What if increased use of online tools could save us time, free us
up to do more interesting work, g us the information we
p g , get
needed to do our jobs and engage our community more
efficiently, effectively?

20. Why Social Media?
It’s happening now.
With or without
you.
The people you
want t reach are
t to h
already using it.

21. 50023 members
36544 members
b
17009 Members
1445 members
and many more...

22. eLearning
Online Video
Learning Portals

29. 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.
uptake Took it off the site
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 t ask questions. Di
f to k ti Discussion f
i forum membership and postings i
b hi d ti increased. N one was answering
d No i
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
point time reason questions,
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!

30. Connect and integrate your online work
with your offline work
For e-service delivery,
e service
technology is valuable
when it complements or
maximizes a relationship
currently in progress.

31. Important principles:
I t t i i l
• 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
li t
• E-services must complement existing services
• Online work must contribute to meeting client
service targets
• E-services is not for all clients
• Pi
Privacy and confidentiality are essential
d fid i li i l
• Maintaining a high level of client-centric service
focus

32. 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 l
d i d h learning resources b
i be
part of a service solution?

33. Engaging Online:
A 6 Step Program
1. Listen Up!
2. Target your audience
3. Develop an active idea
4. Produce engaging content
5. Distribute your content
6. Get social
http://www.fenton.com/watta/

34. Social Media
5 Pillars
• Ease of Use (tech becoming boring, easier)
• Trusted Networks (that's you!)
• Everyone Can Publish (if you can send an email, you
d il
can use social media)
• Actively Passive (set it and forget it – well, almost)
y g
• Media Rich (use pictures, video to inform, educate, serve)

35. Your Service
Platform
Your Org Here
Other?

36. How much time?

37. Millenials
Mill i l

38. Can you solve
your social media
problem by hiring
a new generation
of employees?

39. Well, no.

40. 40

41. They bring You have
• Energy • Experience
• New Skills • Structure
• Attitude • Awareness
• Creativity • Community
• Innovation • Introspection
• Facebook
F b k • Face ti
F time
• Social media • Social connection

42. But, it's isn't
necessarily an age
thing.
thi
It s skill attitude,
It's a skill, attitude
innovation thing.
And, that's ageless.

48. 48

49. “Among p p born in Canada, 75%
g people ,
used the Internet, compared with 66% of
those born elsewhere
elsewhere.
However, the rate was 78% among
immigrants who arrived in Canada
during the last 10 years. Most of these
g y
recent immigrants live in urban areas.”
Statistics Canada

50. It s
It’s Not About
the Technology

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

52. Connect people with other people.
Connect them with the information they
need.
need

53. The future of
settlement work is a
culture of innovation,
creativity, learning,
serving.