1. YMCA Newcomer Services
CASE MANAGEMENT PILOT PROJECT
NATIONAL RAP CONFERENCE
VANCOVER
February 19-23, 2007
by Ugur Ayman
11/11/2018
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
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman

5. Case Management Pilot Project (CMP) GAR PROFILE Diverse 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
Canadian newborn
AGE GROUPS
years: 96
20 – 64 years 88
Most populated
25 – 34 years: 48
93 FEMALES
91 MALES
11/11/2018
by Ugur Ayman

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%
11/11/2018
by Ugur Ayman

7. Case Management Pilot Project (CMP)
11/11/2018
by Ugur Ayman

8. Case Management Pilot Project (CMP)
11/11/2018
by Ugur Ayman

9. Case Management Pilot Project (CMP) TOP 5 COUNTRIES Settlement Needs
AFGHANISTAN
Settlement Information
25.2%
Health
11.9%
Documentation
8.8%
Employment
8.5%
Interpretation
7.4%
IRAN
Settlement Information
32.3%
LINC/ESL
11.5%
Employment
9.7%
Emergency: Shelter, Food and Clothing
7.8%
Documentation
7.4%
COLOMBIA
Settlement Information
17.7%
Documentation
8.8%
Familiy Issues
8.0%
LINC/ESL
6.2%
Community and Recreation
ETHIOPIA
Settlement Information
19.4%
Education and Training
17.9%
Health
14.9%
Employment
10.4%
LINC/ESL
6.0%
11/11/2018
by Ugur Ayman

10. Case Management Pilot Project (CMP) TOP 5 COUNTRIES Settlement Needs
Continued…
AZERBAIJAN
Settlement Information
23.5%
Community and Recreation
17.6%
Employment
9.8%
Documentation
LINC/ESL
7.8%
11/11/2018
by Ugur Ayman

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 Driver’s 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
11/11/2018
by Ugur Ayman

12. Case Management Pilot Project (CMP) TOP 5 SUCCESSFUL SHORT-TERM GOALS
11/11/2018
by Ugur Ayman

13. Case Management Pilot Project (CMP) TOP 5 SUCCESSFUL SHORT-TERM GOALS
11/11/2018
by Ugur Ayman

14. Case Management Pilot Project (CMP) IDENTIFIED LONG-TERM GOALS by GARs
Attend Post-secondary Education
Skills Training
Employment
Financial Stability
Cultural Integration
Obtain Driver’s License
Family Re-Unification
Improve Health
Maintain Healthy Family
Credential Assessment
Improved Access of Communication
Volunteering
11/11/2018
by Ugur Ayman

15. Case Management Pilot Project (CMP)
11/11/2018
by Ugur Ayman
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
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman

18. Case Management Pilot Project (CMP) CIC PROGRAMS…
LINC ATTENDANCE
# of LINC Starters # of Drop-outs # of Current Attendees
_________________________________________________Sep2005_____________________________Feb2007___________________________
Literacy Level
Level
Level
Level
Level
Level
__________________________________________________________________________________________________________
= 78
(28 withdrew+3 moved)
Total Referrals 103 – 88 = – 78 =
Refused Adult School
High School Works full-time
Left RAP 1 Attending ESL
Moved 5
11/11/2018
by Ugur Ayman

19. Case Management Pilot Project (CMP)
GARs’ BARRIERS FOR NOT ATTENDING REFERRAL ORGANIZATIONS
Financial %
Change in Goals %
Location/Distance %
Lack of English %
Time %
Lack of Client Interest %
Childcare/Family Dynamics %
Social/Cultural issues %
Health Issues %
Employment/Volunteering %
11/11/2018
by Ugur Ayman

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 MALES+6 FEMALES have G1, G2 or G
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman

22. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES
1. DIVERSE CASE MANAGEMENT TECHNIQUES
in-person, mail, , phone, surveys, group meetings, at other locations
Example: Follow-up survey for referral organizations translated to different related languages; mail or 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
11/11/2018
by Ugur Ayman

23. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES continued…
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
11/11/2018
by Ugur Ayman

24. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES continued…
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
11/11/2018
by Ugur Ayman

25. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES continued…
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
11/11/2018
by Ugur Ayman

26. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES continued…
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
11/11/2018
by Ugur Ayman

27. Case Management Pilot Project (CMP) YMCA CMP ACTIVITIES continued…
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
11/11/2018
by Ugur Ayman

28. Case Management Pilot Project (CMP) EXIT INTERVIEW RESULTS
11/11/2018
by Ugur Ayman

29. Case Management Pilot Project (CMP) EXIT INTERVIEW RESULTS
What did you accomplish during your 1st year?
11/11/2018
by Ugur Ayman

30. Case Management Pilot Project (CMP) EXIT INTERVIEW RESULTS
What was your biggest challenge during your first year in Canada?
11/11/2018
by Ugur Ayman

31. Case Management Pilot Project (CMP) EXIT INTERVIEW RESULTS
11/11/2018
by Ugur Ayman

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)
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman

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.
11/11/2018
by Ugur Ayman

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
11/11/2018
by Ugur Ayman