1. Newcomer Programs & Profile Overview from the YMCA-YWCA of the National Capital Region Presented by: Tanya Mendes-Gagnon Senior Director, Newcomer Services

2. Outline  Overview of Y Services for Newcomer  NIC’s Service Model  Client Profiles – Imm. Categories, Education,  Most Common Needs & Services  Referral Sources & Outcomes  Learned Challenges & Successes  The Way Forward

3. Overview of Y Newcomer Services Newcomer Information Centre (2007)  First stop for Information and Orientation services Language Assessment and referral Centre (2000)  Language Assessments in English or French for access to all CIC and MCI funded Language Training Programs Employment Ontario – Employment Access Centre (2010 previously Job Connect)  Employment Services (1of 2 Y centres’ is focused on Internationally Trained Professionals) Power of Trades (2010)  Pre-Bride to Work Training to help educate, develop training plans for clients to access Trades in Ontario

4. Newcomer Information Centre (NIC) NIC’s Service Model:  Standardized Needs Assessment  Workshop Calendar (variety of relevant topics)  Onsite Settlement Workers for the various Community Agencies (rotational schedule)  Permanent Onsite Francophone Settlement Worker  Offsite presentations and active outreach to “outside” partners i.e. churches, cultural retailers, mainstream agencies, employers

5. Newcomer Profile Hamid, 35 years old Hamid is married and has two children. He is originally from Lebanon and has been living in Ottawa for more than a year. He has a Bachelor’s degree in Chemistry and even though Arabic is his first language, he speaks English fluently. He came three times to the Newcomer Information Centre to receive assistance with Citizenship and Immigration application forms, and to learn what he can do to eventually become a Canadian Citizen. Source: MDC data from last fiscal year (April 1, 2013 to January 31, 2014)

6. Client Profile: Immigration Categories Source: MDC data from last fiscal year (April 1, 2013 to January 31, 2014)

7. Client Profile: Level of Education Source: MDC data from last fiscal year (April 1, 2013 to January 31, 2014)

8. Most Common Needs & Services Source: MDC data from last fiscal year (April 1, 2013 to January 31, 2014)

9. Referral Sources Source: MDC data from last fiscal year (April 1, 2013 to January 31, 2014)

10. Outcome of Referrals FrequencyPercentage Yes26370 No8923 Can’t remember267 Total378100 Were you given a referral? Percentage may not add to 100 due to rounding FrequencyPercentage Yes19373 No5219 Can’t remember187 Total263100 Did you go to the referral? Percentage may not add to 100 due to rounding. FrequencyPercentage Very helpful14877 Somewhat helpful4322 Not very helpful21 Total193100 How helpful was the referral? Percentage may not add to 100 due to rounding. Source : Survey done by the Carleton University Survey Centre for Y NIC from May to October, 2012, and satisfaction survey data from April 1, 2013 to January 31, 2014. – 15% of clients served.

11. Learned Challenges & Successes Successes:  Partnering with Community Partners to bring resources “in-house”  Hosting space for the “diverse” menu of services and programs  Services are accessible in a variety of formats to meet the needs of all newcomers (online, printed, 1-on-1)  Consistent approach to needs assessment and referrals Challenges:  Meeting the changing needs and wants of how services are being requested by newcomers – technology, resources, materials  Capacity to Partner and co-locate  Ability to diversify programming (on and off site)  Balance contractual obligations and funding vs client needs

12. The Way Forward Services would be more efficient if delivered in a: “Mixed-Model ” - Why?  Newcomers are at different levels of settlement; i.e. Skilled Workers vs TFW, Youth vs Seniors, Newly Arrived vs 5yrs Landed, Main Applicant vs Family Members “Mixed-Model” Recommendations:  Online, in-person, individual, group → services  Available in and outside “regular” business hours  Printable, consistent and clear language documentation (Gov’t and SPO)  Variety of services pathways (service models offering multiple services in one location)  Increased partnership in program delivery, specifically employment and language training/programming  On-the-Job training, with language and curriculum  Holistic approach to newcomer families – settlement “action plans”

13. Thank you/Merci For more information, contact: Tanya Mendes-Gagnon Senior Director, Newcomer Services YMCA-YWCA of the National Capital Region Tel: 613-238-5462 ext 20 tanya.mendes-gagnon@ymcaywca.ca