YMCA Newcomer Services

1
YMCA Newcomer Services

• CASE MANAGEMENT PILOT PROJECT
• NATIONAL RAP CONFERENCE
• VANCOVER
• February 19-23, 2007
• by Ugur Ayman

2
Case Management Pilot Project (CMP)

• PROJECT GOALS
• To assist 70 GARs their families to develop a
  settlement plan or goal for their first year in
  Canada
• Document a case management model that responds
  to the needs of GARs
• To assist GARs in the following achieve their
  goals learn about community services
  participate in community activities

3
Case Management Pilot Project (CMP)

• PROJECT OUTCOMES
• To identify the top five goals achieved
• Document gaps in community services that assist
  GARs in achieving their goals
• To identify reasons for client success or lack
  of success in achieving their settlement goals
• Report final recommendations

4
Case Management Pilot Project (CMP)

• CORE COMPONENTS
• Screening Intake Interview
• Needs Assessment
• Agreed Upon Goals and Action Plan
• Information Referral
• Service Bridging
• Motivating Monitoring
• Reassessment / Evaluation
• Closure

5
Case Management Pilot Project (CMP) GAR
PROFILEDiverse range of GAR background (age,
family composition, country of origin, high/low
needs, etc)

• Number of Cases 70
• 36 cases Families with 1 or more children
• 7 Couples with no Children
• 27 Single cases
• Total Number of GARs
• 184 9 Canadian newborn

• AGE GROUPS
• 0 - 19 years 96
• 20 64 years 88
• Most populated
• 25 34 years 48
• 93 FEMALES
• 91 MALES

6
Case Management Pilot Project (CMP)

• GAR CLIENT PROFILE

Top 5 Countries Top 5 Occupations
Afghanistan 46 Student 34
Iran 24 Homemakers 13
Colombia/ Ethiopia 14 Administrative 5
Azerbaijan/Uzbekistan 9 Labour/Teacher/Technician 4
Turkmenistan/ Tadjikistan 7 Engineers / Service Prof. 3
7
Case Management Pilot Project (CMP)
8
Case Management Pilot Project (CMP)
9
Case Management Pilot Project (CMP) TOP 5
COUNTRIES Settlement Needs
IRAN
Settlement Information Settlement Information Settlement Information 32.3
LINC/ESL LINC/ESL 11.5
Employment Employment Employment 9.7
Emergency Shelter, Food and Clothing Emergency Shelter, Food and Clothing Emergency Shelter, Food and Clothing 7.8
Documentation Documentation Documentation 7.4
AFGHANISTAN AFGHANISTAN
Settlement Information Settlement Information 25.2
Health 11.9
Documentation Documentation 8.8
Employment Employment 8.5
Interpretation Interpretation 7.4
COLOMBIA COLOMBIA
Settlement Information Settlement Information 17.7
Documentation Documentation 8.8
Familiy Issues Familiy Issues 8.0
LINC/ESL 6.2
Community and Recreation Community and Recreation 6.2
ETHIOPIA ETHIOPIA
Settlement Information Settlement Information 19.4
Education and Training Education and Training 17.9
Health 14.9
Employment Employment 10.4
LINC/ESL 6.0
10
Case Management Pilot Project (CMP) TOP 5
COUNTRIES Settlement Needs

• Continued

AZERBAIJAN AZERBAIJAN
Settlement Information Settlement Information 23.5
Community and Recreation Community and Recreation 17.6
Employment Employment 9.8
Documentation Documentation 9.8
LINC/ESL 7.8
11
Case Management Pilot Project (CMP)IDENTIFIED
SHORT-TERM GOALS by GARs

• ESL/Literacy
• Employment
• Health
• On-Going CMP Support
• Social Support
• Training
• Community Involvement
• Cultural Orientation
• Obtain Drivers License
• Life Skills

• Volunteering
• Access info and Resources
• Find Affordable Housing
• Find School for Children
• Find Shopping Locations
• Transportation
• Own a Computer
• Find Childcare
• Initial Settlement
• Access to Recreational Activities

12
Case Management Pilot Project (CMP) TOP 5
SUCCESSFUL SHORT-TERM GOALS
13
Case Management Pilot Project (CMP) TOP 5
SUCCESSFUL SHORT-TERM GOALS
14
Case Management Pilot Project (CMP)IDENTIFIED
LONG-TERM GOALS by GARs

• Attend Post-secondary Education
• Skills Training
• Employment
• Financial Stability
• Cultural Integration
• Obtain Drivers License

• Family Re-Unification
• Improve Health
• Maintain Healthy Family
• Credential Assessment
• Improved Access of Communication
• Volunteering

15
Case Management Pilot Project (CMP)
Adapted from Life Skills Support Project SISO
Atlantic Settlement Conference, Charlottetown,
Prince Edward Island, October 2005.
16
Case Management Pilot Project (CMP) CONNECTING
WITH

• CIC PROGRAMS
• LINC
• HOST
• NIC
• ISAP ORGANIZATIONS / SWIS

17
Case Management Pilot Project (CMP) CONNECTING
WITH

• BROADER BASE PROGRAMS
• HEALTH
• EDUCATION / ADULT EDUCATION
• SUBSIDIZED HOUSING
• SUBSIDIZED DAYCARE
• PARKS AND RECREATION
• ONTARIO WORKS
• SETTLEMENT.ORG / 211TORONTO
• DRIVER LICENSE
• FOOD BANKS / SECOND HAND STORES
• INCOME TAX
• LOW COST/FREE COMPUTERS
• LEGAL AID
• JOB OPPORTUNITIES
• VOLUNTEERING

18
Case Management Pilot Project (CMP) CIC PROGRAMS

• LINC ATTENDANCE
• of LINC Starters of Drop-outs of
  Current Attendees
• _________________________________________________
  Sep2005_____________________________Feb2007_______
  ____________________
  
• Literacy Level 13 5 3
• Level 1 36 7 16
• Level 2 18 7 14
• Level 3 12 6 8
• Level 4 8 6 3
• Level 5 1 - 5
• __________________________________________________
  __________________________________________________
  ______
• 88 31 47 78
• (28 withdrew3 moved)
• Total Referrals 103 88 15 88 78
  10
• Refused 5 Adult School 4
  
• High School 4 Works full-time 4
  
• Left RAP 1 Attending ESL 2
• Moved 5

19
Case Management Pilot Project (CMP)

• GARs BARRIERS FOR NOT ATTENDING REFERRAL
  ORGANIZATIONS
• Financial 16.6
• Change in Goals 11.9
• Location/Distance 11.5
• Lack of English 9.8
• Time 9.0
• Lack of Client Interest 7.9
• Childcare/Family Dynamics 7.0
• Social/Cultural issues 6.4
• Health Issues 4.0
• Employment/Volunteering 0.2

20
Case Management Pilot Project (CMP) BROADER BASE
PROGRAMS

• DRIVER LICENCE
• Information provided for G1,G2 and G stages at
  GAR gatherings
• Translated information letters are mailed
• i.e. locations for tests, availability of
  languages to take knowledge tests
• TOTAL 32 GARs - 26 MALES6 FEMALES have G1, G2 or
  G

21
Case Management Pilot Project (CMP) BROADER BASE
PROGRAMS

• LOW COST/FREE HOME COMPUTERS
• Contacted organizations and individuals which can
  provide computers i.e. CEA Community
  Environment Alliance Share-IT Program private
  donations
• Currently there are 34 GAR cases with home
  computers
• .
• CMP Good Practice Recognizing the role of
  technology in terms of communicating and case
  managing the client. Acknowledging the
  acceptance and interest that most GARs have
  towards the use of computers and investigating
  alternative services that can encompass this

22
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIES

• 1. DIVERSE CASE MANAGEMENT TECHNIQUES
• in-person, mail, email, phone, surveys, group
  meetings, at other locations
• Example Follow-up survey for referral
  organizations translated to different related
  languages mail or e-mail surveys to follow-up
  with clients telephone interviews in GARs own
  language via interpreters
• Outcome
• Case Manager was able to track success of
  referrals and other unidentified GAR needs

23
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIEScontinued

• INFORMATION REFERRAL
• Example Mail out of translated listings of
  information (settlement agencies, food banks,
  second hand stores, Tele-health Ontario, etc
• Outcome
• Hard copy of available community resources in
  GARs own language Increased client contact for
  further explanation

24
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIEScontinued

• 3. GAR GATHERINGS AT THE YMCA
• Monthly meetings divided into 4 main language
  preference groups English, Russian, Farsi
  Spanish
• Provided TTC tickets, refreshments/snacks,
  space for pre-school children to play, donated
  essential items (clothes, toys, etc)
• Topics included Managing money Health/IFH
  Public Transportation Toronto Parks Recreation
  Welcome Policy Education RAP Client Report
  Forms, Driver License, Income Tax, understanding
  rental advertisements subsidized housing
  Tele-Health Ontario emergency 911 how to locate
  jobs volunteering,
• Outcome
• Reviewed relevant information at later stage of
  settlement (using ice-breakers, group brainstorm
  other interactive methods)
• Created closer relationship among GARs and Case
  Manager
• Establish an informal GAR network (peer support
  system)
• GAR feedback for more regular meetings
• Generated increased client contact (Preparation
  Stage)
• Increased service/community engagement, i.e.,
  registration at NIC Centre, volunteering, JSW
  (Action Stage)
• Reduced isolation frustration

25
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIEScontinued

• OTHER SERVICE ORIENTATIONS - Connecting GARs
• Ontario Works Employment Placement Program (GARs
  who are near the end of RAP)
• HOST Program all GAR clients were registered
• Community agencies for training opportunities
• Outcome
• Employment, Training, Volunteering

26
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIEScontinued

• MENTORING
• Example Soccer group for GAR youth (14 to 22)
  supported by Newcomer Professional mentors
• Outcome
• Support goals setting for GAR youth
• Increase awareness
• Learn leadership life skills
• Explore career educational options

27
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIEScontinued

• OTHER ACTIVITIES
• Access to complimentary passes for YMCA Health,
  Fitness Recreation Centres
• Peel region program for low-cost home computers
• IFH survey review
• NYLC- Newcomer Youth Leadership Corps at YMCA

28
Case Management Pilot Project (CMP)EXIT
INTERVIEW RESULTS
29
Case Management Pilot Project (CMP)EXIT
INTERVIEW RESULTS

• What did you accomplish during your 1st year?

30
Case Management Pilot Project (CMP)EXIT
INTERVIEW RESULTS

• What was your biggest challenge during your first
  year in Canada?

31
Case Management Pilot Project (CMP)EXIT
INTERVIEW RESULTS
32
Case Management Pilot Project (CMP)YMCA CMP
ACTIVITIES - Challenges

• Face-to-Face meetings (limited budget for
  transportation)
• Financial limitations impacting mobility (TTC
  expense)
• Settlement expectations (within one year)
• Need for reinforcements (i.e., support, referral,
  motivation)
• Language fluency (need for translation)
• Access to Skills Training not recognized income
  support, challenges in accessing funds for skills
  training programs
• Accessing IFH
• Duration of RAP program vs. GAR settlement
  pattern
• Housing in remote areas (limited access to
  community)

33
Case Management Pilot Project (CMP)

• RECOMMENDATIONS
• Need to build support not to become the
  support- Balance is crucial
• Orientation needs to continue post reception
  house make support structure more casual
• i.e. Home visits desk-free environment go
  where the GARs are
• Provide coaching for GARs, and keep services in
  line with the process of adaptation Establish
  short-term goals first to make it more manageable
  for GARs then re-visit the goals to establish
  new goals

34
Case Management Pilot Project (CMP)

• RECOMMENDATIONS continued
• Periodic information workshops and social events
  on a range of topics to create linkages to GARs
  own communities. This provides GARs with
  positive examples of more settled individuals
  that they can relate to and learn from
• Provide community mapping to inform clients about
  where the services are located in their
  neighborhoods. i.e. settlement agencies,
  community health centres, free dental services,
  food banks, etc.
• Information and documentation assistance in
  different languages i.e. Application
  for Subsidized housing at time of arrival at RAP
  centre application forms for children/youth
  activities at Community Centres Welcome Policy
  registration of children to schools, etc.

35
Case Management Pilot Project (CMP)

• RECOMMENDATIONS continued
• Work in collaboration with community groups i.e.
  U of T or WES for Evaluation of Credentials at
  a lower cost/free
• RAP client/ program awareness training for ISAP
  agencies so that they are better equipped to
  serve GARs
• Track outcomes to identify needs and settlement
  adaptations of GARs