D6_E7 Bridging Settlement And Emplyment_Ruichun Tang & Eric Weir

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Bridging Settlement Bridging Settlement and Employment:and Employment:

WoodGreen’s Client-WoodGreen’s Client-Centred, Team-Focused Centred, Team-Focused

Delivery ModelDelivery Model

Ruichun Tang and Eric WeirRuichun Tang and Eric Weir

WoodGreen Community WoodGreen Community ServicesServices

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GoalGoal

• Stimulate learning and new Stimulate learning and new ideas about settlement-ideas about settlement-employment program employment program integration and related case integration and related case management.management.

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AgendaAgendaWarm-Up ExerciseWarm-Up Exercise

I) Our Integrated Case Management I) Our Integrated Case Management Model: Step by Step from Start to Model: Step by Step from Start to FinishFinish

BreakBreak (15 minutes) (15 minutes)

II) Our Methods: How WoodGreen II) Our Methods: How WoodGreen Successfully Integrates Settlement Successfully Integrates Settlement and Employmentand Employment

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Warm Up Exercise: Warm Up Exercise: Remembering NamesRemembering Names

• Pick one or more of the methods Pick one or more of the methods we’ve outlined for you.we’ve outlined for you.

• Take 5 minutes to quickly go around Take 5 minutes to quickly go around the room, introduce yourself and the room, introduce yourself and memorize as many names as you memorize as many names as you can.can.

PS PS There’s no quiz at the end!There’s no quiz at the end!

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Introducing WoodGreen Introducing WoodGreen Community ServicesCommunity Services

• Location:Location: East Toronto and East York, East Toronto and East York, OntarioOntario

• Website:Website: woodgreen.org woodgreen.org

• History:History: Began in 1937 as a small Began in 1937 as a small community neighbourhood social-community neighbourhood social-recreational program in South Riverdale, recreational program in South Riverdale, Toronto. Toronto.

• Currently 9 units, 20 locations, 500 staff, Currently 9 units, 20 locations, 500 staff, 1700 volunteers/57,000 volunteer hours 1700 volunteers/57,000 volunteer hours (2008)(2008)

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Introducing WoodGreen Introducing WoodGreen Community ServicesCommunity Services

• Mission:Mission: Deliver services that promote Deliver services that promote wellness and self-sufficiency, reduce poverty wellness and self-sufficiency, reduce poverty and inequality and build sustainable and inequality and build sustainable communities.communities.

• PhilosophyPhilosophy: : Everyone deserves the Everyone deserves the essentials of lifeessentials of life. We support more than . We support more than 37,000 individuals and families to become 37,000 individuals and families to become more self-sufficient and live independently more self-sufficient and live independently within their own communities.within their own communities.

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WoodGreen’s Portfolio of WoodGreen’s Portfolio of IntegratedIntegrated Community Services – Providing Community Services – Providing

EssentialsEssentials• Immigrant ServicesImmigrant Services – Helping immigrants, – Helping immigrants,

newcomers and refugees settle/integrate into newcomers and refugees settle/integrate into TorontoToronto

• Employment ServicesEmployment Services – For youth, adults – For youth, adults and employersand employers

• Neighbourhood ProgramsNeighbourhood Programs – Building – Building healthy neighbourhoods healthy neighbourhoods

• Homeward BoundHomeward Bound – Helping women and – Helping women and children achieve economic self-sufficiencychildren achieve economic self-sufficiency

• Housing/Homelessness ServicesHousing/Homelessness Services – – Providing affordable and safe housing Providing affordable and safe housing solutionssolutions

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WoodGreen’s Portfolio of WoodGreen’s Portfolio of IntegratedIntegrated Community Services – Providing Community Services – Providing

EssentialsEssentials

• Mental Health and Developmental Mental Health and Developmental ServicesServices – Support for adults with mental – Support for adults with mental health challenges, developmental services health challenges, developmental services for adults with intellectual disabilitiesfor adults with intellectual disabilities

• Volunteer ServicesVolunteer Services – Linking supportive – Linking supportive community members with our staff and community members with our staff and clientsclients

• Childcare ServicesChildcare Services – Early learning and – Early learning and childcare programschildcare programs

• Seniors ServicesSeniors Services – Community care and – Community care and wellness for seniorswellness for seniors

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  Overview of Immigration Overview of Immigration

TrendsTrends• Demographic change in source Demographic change in source

countriescountries• Ratio of economic class immigrants Ratio of economic class immigrants

vs. family class immigrantsvs. family class immigrants• Education level (economic class vs. Education level (economic class vs.

family class)family class)

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Recent Immigrants are Recent Immigrants are Better EducatedBetter Educated

• 86% of immigrants have at least 10 86% of immigrants have at least 10 years of education. years of education.

• 50% of recent immigrants to this 50% of recent immigrants to this country hold university degreescountry hold university degrees

• 22% of family class immigrants have a 22% of family class immigrants have a undergraduate degree. 6% have undergraduate degree. 6% have graduate degree.graduate degree.

(Source: Statistics Canada)(Source: Statistics Canada)

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  Top 3 Challenges Top 3 Challenges

Reported by NewcomersReported by Newcomers

• Language difficultiesLanguage difficulties• EmploymentEmployment• Navigating the systemNavigating the system

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Support Required by Support Required by Newcomers :Newcomers :

• Language supportLanguage support• Financial supportFinancial support• Informational supportInformational support• Employment supportEmployment support• Emotional and social supportEmotional and social support

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To Meet their Needs:To Meet their Needs:

• Relatives and friends = main source Relatives and friends = main source of help. of help.

• Internet - information in various Internet - information in various languageslanguages

• Ethno-cultural organizations, ethnic Ethno-cultural organizations, ethnic newspapers newspapers

• Social services, public library, Social services, public library, churches and community centres churches and community centres provide sense of community.provide sense of community.

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What are the Challenges for What are the Challenges for Settlement Work?Settlement Work?

• Basic services are not enough.Basic services are not enough.• In-depth counselling/services are needed.In-depth counselling/services are needed.• What newcomers want:What newcomers want:

Specialization-based Specialization-based servicesservices

Ethno-specific counsellingEthno-specific counselling Para-professional Para-professional counsellingcounselling

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Specializations:Specializations:

• Small businessSmall business• Immigration/sponsorship/citizenshipImmigration/sponsorship/citizenship• Family and childrenFamily and children• Children with special needsChildren with special needs• ParalegalParalegal• Worker protection (employment Worker protection (employment

standards, workers rights, EI, WSIB etc.)standards, workers rights, EI, WSIB etc.)• Education/employment and trainingEducation/employment and training• Seniors Seniors

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one-stop and Satellite services model

A case management model

Acco

unta

bility

at a

ll levels

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Our Immigrant Services Our Immigrant Services Programs – WoodGreen Programs – WoodGreen

“OneStop”“OneStop”Provides professional and friendly services to

help new immigrants:• Learn about Canadian society• Connect with housing, child care, schools,

language classes and many other services• Find jobs that provide income and

professional career opportunities• Make friends with other new immigrants

and local citizens• Build confidence and a sense of belonging

to Canada

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Our Immigrant Services Our Immigrant Services Programs – WoodGreen Programs – WoodGreen

“OneStop”“OneStop”• Settlement Settlement Services, Newcomer , Newcomer

Youth Services, Youth JSW and Youth Services, Youth JSW and HOST programs. HOST = English HOST programs. HOST = English Conversation Circles, mentor Conversation Circles, mentor matches, networking groups.matches, networking groups.

• Enhanced Language Training Enhanced Language Training (ELT) program – Sector-specific (ELT) program – Sector-specific English language classes, case English language classes, case counselling, job development, counselling, job development, workshops.workshops.

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Our Immigrant Services Our Immigrant Services Programs – WoodGreen Programs – WoodGreen

“OneStop”“OneStop”• LINC Classes – Including LINC for LINC Classes – Including LINC for

Employment, Talk English, advanced Employment, Talk English, advanced conversation/pronunciation trainingconversation/pronunciation training

• Job Search Coaching Services and Job Search Coaching Services and JSW ProgramJSW Program

• Referrals to employment services, Referrals to employment services, other service units listed in previous other service units listed in previous slides, external agenciesslides, external agencies

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Settlement Counsellor

(Intake)

ELT Case Counsellor

Based on client's needs and eligibility, referred to following

ClientClient

Job Search Coaching

Job Search Workshop

(JSW)

HOSTEmployment

Support(Mandatory)

WoodGreen Employment

services

External Resources

Job Development

ELT class )Mandatory(

Newcomer Social and Recreation

Program

Chinese Workers Support network

ISAP specialization

/case management

LINC classNSP

and/or Case Managemen

t

WG other services e.g. Employment

Services, Senior Services

External Resource

s

Youth Settlement

Young Muslim Women Group

Newcomer volunteer program

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Follow Up with ClientsFollow Up with Clients

• Staff call/email to follow up with the clientsStaff call/email to follow up with the clients• Volunteers assist counsellors to make callsVolunteers assist counsellors to make calls• Ask clients to call/email to update Ask clients to call/email to update

counsellors counsellors • Send clients newsletters, monthly activity Send clients newsletters, monthly activity

listslists• Email clients about employment-related Email clients about employment-related

workshops/job fairsworkshops/job fairs

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Satellite OfficesSatellite Offices• Build partnership with other agencies that Build partnership with other agencies that

don’t provide settlement services.don’t provide settlement services.• Turn ourselves into a satellite office from Turn ourselves into a satellite office from

other agencies.other agencies.• Services are delivered to the high needs Services are delivered to the high needs

newcomer groups.newcomer groups.• Staff are equipped with basic office Staff are equipped with basic office

necessities necessities • Full services provided based on Full services provided based on

clients/group needs.clients/group needs.

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Client Centred:Client Centred:• Centred around, driven by newcomer client - Centred around, driven by newcomer client -

respecting their choices, cultures and values.respecting their choices, cultures and values.• Client individual needs identified, determine Client individual needs identified, determine

how best to provide assistance.how best to provide assistance.• Inform and educate clients to make own Inform and educate clients to make own

decisions decisions • Respect and value newcomer role in Respect and value newcomer role in

settlement processsettlement process• Encourage them to use community, Encourage them to use community,

employment resources.employment resources.

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Accountability at All Levels:Accountability at All Levels:

• At the client levelAt the client level• At the service provider levelAt the service provider level• At the systems levelAt the systems level

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Built on Strong PartnershipsBuilt on Strong Partnerships• Community legal Community legal

servicesservices• Community health Community health

centrescentres• Colleges, Colleges,

universitiesuniversities• LibrariesLibraries• Employers Employers • Ontario Early Years Ontario Early Years

CentresCentres• Assessment CentresAssessment Centres

• Canada Border Canada Border ServicesServices

• Toronto Police Toronto Police ServicesServices

• Enterprise TorontoEnterprise Toronto• Toronto District Toronto District

School BoardSchool Board• Corporations, such Corporations, such

as TD-Canada Trustas TD-Canada Trust• Other community Other community

agenciesagencies

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  The Client-Centred Case The Client-Centred Case Management Practice:Management Practice:

• Clients with complex needs receive the right Clients with complex needs receive the right services at the right time by the right person.services at the right time by the right person.

• Empowers clients, promotes quality of life.Empowers clients, promotes quality of life.• Facilitates and coordinates access to, Facilitates and coordinates access to,

delivery of appropriate services for delivery of appropriate services for newcomers.newcomers.

• Balances achievement of client goals with Balances achievement of client goals with effective use of available resources.effective use of available resources.

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Best Practices - LanguageBest Practices - Language • Offer language program from literacy > Offer language program from literacy >

professionalprofessional• Talk English and conversation circles (HOST Talk English and conversation circles (HOST

Program)Program)• Hire staff who speak different languagesHire staff who speak different languages• Try to place newcomers with counsellors who speak Try to place newcomers with counsellors who speak

the same mother tonguethe same mother tongue• Clients can choose to talk to other staff in English Clients can choose to talk to other staff in English • Workshops conducted in different languagesWorkshops conducted in different languages• Generic flyer outlines that we offer our services in Generic flyer outlines that we offer our services in

different languagesdifferent languages• Volunteer interpreters available for clients who Volunteer interpreters available for clients who

attend workshops in Englishattend workshops in English

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Best Practices - Best Practices - EmploymentEmployment

• Offer variety of employment assistance Offer variety of employment assistance programs such as JSW, Job Search programs such as JSW, Job Search Coaching Services, ELT programs.Coaching Services, ELT programs.

• Experienced Workers Club, networking, Experienced Workers Club, networking, employment forum held monthly.employment forum held monthly.

• Chinese Worker’s Network: Chinese Worker’s Network: Employment-related issuesEmployment-related issues

• Newsletters inform clients of policy Newsletters inform clients of policy changes related to EI, employment changes related to EI, employment standards, labour market trends.standards, labour market trends.

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Best Practices - Navigating the Best Practices - Navigating the SystemSystem

• Conduct individual workshops on Conduct individual workshops on OHIP, education, employment OHIP, education, employment training, income security, Ontario training, income security, Ontario Works, EI benefits, Second Career Works, EI benefits, Second Career Training, accreditation etc.Training, accreditation etc.

• Invite guest speakers/experts to Invite guest speakers/experts to deliver workshopsdeliver workshops

• Take clients on trips, help connect Take clients on trips, help connect to Canadian cultures/events (e.g., to Canadian cultures/events (e.g., Doors Open Toronto)Doors Open Toronto)

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Best Practices in Program Best Practices in Program DeliveryDelivery

• Client Tracking Management System Client Tracking Management System (CTMS) is being used to track program (CTMS) is being used to track program outcomes and to get client profile, outcomes and to get client profile, service profile.service profile.

• Childcare and TTC tokens provided for Childcare and TTC tokens provided for clients attending LINC program, Job clients attending LINC program, Job Search Workshops and other workshops.Search Workshops and other workshops.

• Evaluation forms available for clients Evaluation forms available for clients who come to appointments and who come to appointments and workshops.workshops.

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Best Practices in Program Delivery

• Complaint policy available, visibleComplaint policy available, visible• Follow-up with clientsFollow-up with clients• Soft skills training in assertive Soft skills training in assertive

communication, cultural differences, communication, cultural differences, workplace cultureworkplace culture

• Networks where clients play a key roleNetworks where clients play a key role• Newcomer volunteer program help Newcomer volunteer program help

clients gain knowledge about clients gain knowledge about workplace culture, improve Englishworkplace culture, improve English

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BreakBreak15 minutes15 minutes

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Case Management:Case Management:Group DiscussionGroup Discussion

1.1. What are the tough issues and What are the tough issues and barriers facing all of us in our barriers facing all of us in our work with newcomers when work with newcomers when providing assistance to settlement providing assistance to settlement clients with employment needs?clients with employment needs?

2.2. Open discussion: Brainstorming Open discussion: Brainstorming solutions together and moving solutions together and moving forwardforward

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Our Methods: SummaryOur Methods: Summary

1.1. Client-Centred Case Client-Centred Case ManagementManagement

2.2. Team IdentityTeam Identity

3.3. Cross-Cultural Team BuildingCross-Cultural Team Building

4.4. Cross-Program CollaborationsCross-Program Collaborations

5.5. Team AutonomyTeam Autonomy

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Our Methods: Our Methods: Client-Centred Case Client-Centred Case

ManagementManagement• We never turn away a client, We never turn away a client,

regardless of funder eligibility. regardless of funder eligibility. • Provide service and/or Provide service and/or

appropriate information/referral. appropriate information/referral. No more aimless searching.No more aimless searching.

• Provide easy access to full range Provide easy access to full range of internal and external services of internal and external services under one well-integrated hub.under one well-integrated hub.

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Our Methods: Client-Centred Case

Management• Successful case management process Successful case management process

balances client self-initiative/self-balances client self-initiative/self-determination with periodic caring determination with periodic caring follow-up procedures by phone, email. follow-up procedures by phone, email.

• Self-initiative/self-determination = Self-initiative/self-determination = Guide, teach, facilitate. Guide, teach, facilitate.

• Aim to never do for the client what Aim to never do for the client what the client could do on one’s own. the client could do on one’s own.

• Offer practical and emotional support Offer practical and emotional support until client succeeds.until client succeeds.

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Our Methods: Team Our Methods: Team IdentityIdentity

• ““Who’s on my team?” Team identity is Who’s on my team?” Team identity is multi-layered, not limited to smaller team multi-layered, not limited to smaller team group only. group only.

• WoodGreen-wide, unit-wide, services sub-WoodGreen-wide, unit-wide, services sub-unit (employment supports, settlement unit (employment supports, settlement services and English language services) services and English language services) and individual program teams. Also and individual program teams. Also counselling, support staff and counselling, support staff and management teams.management teams.

• Full participation and input is welcomed Full participation and input is welcomed from all team members including support from all team members including support staff and volunteers. Support staff play staff and volunteers. Support staff play key roles, treated as equals.key roles, treated as equals.

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Our Methods: Team Identity

• Teamwork is assumed rather than Teamwork is assumed rather than merely encouraged, and “realized” merely encouraged, and “realized” rather than merely spoken about. rather than merely spoken about.

• Not just in name/title but an actual day-Not just in name/title but an actual day-to-day experience of team building to-day experience of team building throughout the entire unit (65 staff throughout the entire unit (65 staff including 17 part-time LINC instructors). including 17 part-time LINC instructors).

Example: Joint MeetingsExample: Joint Meetings• We held 2 or 3 informal joint meetings to We held 2 or 3 informal joint meetings to

increase collaboration among the larger increase collaboration among the larger team. team.

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Our Methods: Our Methods: Cross-Cultural Team BuildingCross-Cultural Team Building

• Build, maintain great team atmosphere: Build, maintain great team atmosphere: Professionalism, gentle humour, cultural Professionalism, gentle humour, cultural appreciation, strong and consistent goodwill.appreciation, strong and consistent goodwill.

• Welcome cultural diversity and constructively Welcome cultural diversity and constructively acknowledge and address differences. acknowledge and address differences.

• Genuine cross-cultural interest and Genuine cross-cultural interest and respect/fascination.respect/fascination.

• Staff speak a total of 23 different languages Staff speak a total of 23 different languages from around the globe.from around the globe.

Examples:Examples:Great team building activities including Great team building activities including

seasonal parties, lunches, potlucks, food. seasonal parties, lunches, potlucks, food. Everyday casual conversations.Everyday casual conversations.

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Our Methods: Our Methods: Cross-Program CollaborationsCross-Program Collaborations• Encourage/designate staff from different Encourage/designate staff from different

settlement counselling and employment settlement counselling and employment supports programs to collaborate supports programs to collaborate

• Staff who work together are much more Staff who work together are much more likely to make trusted referrals back and likely to make trusted referrals back and forth. This is how professional rapport is forth. This is how professional rapport is built, and how staff truly get to know each built, and how staff truly get to know each other.other.

• Whereas staff who have never worked Whereas staff who have never worked together are highly unlikely to refer clients together are highly unlikely to refer clients to each other or to ever have a clear to each other or to ever have a clear understanding of each other’s programs. understanding of each other’s programs.

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Our Methods: Cross-Program Collaborations• Just sharing calendars/info. is not enough. Just sharing calendars/info. is not enough.

People are too busy and concerned with People are too busy and concerned with meeting their own numbers/program goals, meeting their own numbers/program goals, even within the same unit/agency.even within the same unit/agency.

Examples:Examples:• Planning and facilitating workshops and Planning and facilitating workshops and

special events together and marketing our special events together and marketing our Immigrant Services unit, other WoodGreen Immigrant Services unit, other WoodGreen programs.programs.

• ““Panel Review: Turbo-Charge Your Job Panel Review: Turbo-Charge Your Job Search!” (Job Search Coaching Services, JSW Search!” (Job Search Coaching Services, JSW and ELT programs) – see copy in handouts.and ELT programs) – see copy in handouts.

• This workshopThis workshop

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Our Methods: Team AutonomyOur Methods: Team Autonomy

• Management encourages settlement-Management encourages settlement-employment integration: Not imposed employment integration: Not imposed but rather allowed and sometimes but rather allowed and sometimes suggested.suggested.

• Staff are self-directed and self-Staff are self-directed and self-motivated, autonomous, given room motivated, autonomous, given room to breathe and move, try new things to breathe and move, try new things out without fear of failure. out without fear of failure.

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Our Methods: Our Methods: Small Group DiscussionsSmall Group Discussions

1.1. Which of the 5 methods presented (client-Which of the 5 methods presented (client-centred case management, team identity, centred case management, team identity, cross-cultural team building, cross-program cross-cultural team building, cross-program collaborations and team autonomy) could you collaborations and team autonomy) could you apply to programs at your agency? What apply to programs at your agency? What obstacles might you have to overcome before obstacles might you have to overcome before succeeding? How would you make it happen?succeeding? How would you make it happen?

2.2. What other integration methods not What other integration methods not mentioned so far would you recommend to mentioned so far would you recommend to WoodGreen and other agencies represented WoodGreen and other agencies represented here?here?