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Media, Modernization and Millenials... What's the future of settlement work?


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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.

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Media, Modernization and Millenials... What's the future of settlement work?

  1. 1. Media, Modernization and Millenials... Mill i l What's the future of settlement work?
  2. 2. 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
  3. 3. 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.
  4. 4. 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
  5. 5. Settlement Modernization
  6. 6. 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
  7. 7. 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.
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. Social Media
  12. 12. 13
  13. 13. The chaos, the loss of control, the privacy/security concerns, they scare a lot of us.
  14. 14. So, we ban it.
  15. 15. 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.
  16. 16. Silos Synergies
  17. 17. 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
  18. 18. 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?
  19. 19. Why Social Media? It’s happening now. With or without you. The people you want t reach are t to h already using it.
  20. 20. 50023 members 36544 members b 17009 Members 1445 members and many more...
  21. 21. eLearning Online Video Learning Portals
  22. 22. 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!
  23. 23. 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.
  24. 24. 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
  25. 25. 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?
  26. 26. 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
  27. 27. 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)
  28. 28. Your Service Platform Your Org Here Other?
  29. 29. How much time?
  30. 30. Millenials Mill i l
  31. 31. Can you solve your social media problem by hiring a new generation of employees?
  32. 32. Well, no.
  33. 33. 40
  34. 34. 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
  35. 35. 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.
  36. 36. 48
  37. 37. “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
  38. 38. It s It’s Not About the Technology
  39. 39. Help people explore and make the most of what they need. y
  40. 40. Connect people with other people. Connect them with the information they need. need
  41. 41. The future of settlement work is a culture of innovation, creativity, learning, serving.