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Welcome to the OCASI Conference at the Nottawasaga Inn! “Advanced Information and Referral for Experienced Settlement Workers” April 2009
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
416-392-4544
Session Objectives
• To identify new developments, initiatives and resources in the field of information and referral.
• To discuss essential skills for the provision of quality information and referral.
• To discuss client expectations and how settlement workers can meet those expectations.
• To identify the 5 drivers of satisfaction and measure the quality of your information and referral.
• To identify new and helpful sources of online information for settlement workers.
• To share, network and learn from one another.
What is the Difference?
What do you see as being the difference between information and referral for new settlement workers versus information and referral for experienced settlement workers?
Is there a difference?
How much do you know about information and referral?
Group Discussion
What is the difference between providing information & referral to newcomers versus other groups?
What are the similarities?
Are there special considerations that settlement workers need to be aware of when providing information and referral to newcomers?
Building Your Knowledge Base
• Organizations need to know how to transform individual ideas into collective knowledge.
• Every settlement worker adds to a growing body of information.
• Building your knowledge base is an ongoing responsibility.
• Shared knowledge leads to innovation and growth
What is Client/Customer Service?
• Client service can be described as a series of activities designed to enhance the level of client satisfaction — that is, the feeling that a product or service has met the client’s expectation.
• It involves responding promptly and accurately to client requests in such a way that each client feels valued, respected, and understood.
Five Drivers of Satisfaction
The five “drivers of satisfaction” are the elements that most strongly influence citizens’ perceptions of service quality across the many services provided by government and non-profit organizations. (Source: Treasury Board)
1) Timeliness2) Knowledge/Competence3) Courtesy/Comfort4) Fairness5) Outcome
Discussion
As a settlement worker, why do you feel that the 5 drivers of citizen satisfaction are important in the provision of service delivery?
What are some other considerations for service quality within your organization?
What Clients Value
Whether clients are applying for an OHIP card, getting language training or attending a JSW session there are three key areas that concern them:
Product
Did I get what I needed?
Is it a quality product?
Process
Was it easy to get what I needed?
Did I get it when I needed it?
People
Were the people responsive, efficient, friendly?
Discussion
What products/services do we provide at our settlement agencies?
How can we ensure that each client receives a quality product/service?
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + Experience/Process + Outcomes
= Client Satisfaction Level
Video: Give’em The Pickle
The video addresses four key principles of client service:
• Service — Make serving others your #1 priority• Attitude — How you think about your clients is how
you will treat them• Consistency — Set high standards and stick to them• Teamwork — Look for other ways to make each other
look good
How do these principles apply to your settlement agency?
Measuring the Quality of I&R Services Delivery
The AIRS Standards for Professional Information & Referral
1) Service Delivery Standards
2) Resource Database Standards
3) Reports and Measures
4) Cooperative Relationships
5) Disaster Preparedness
6) Organizational Requirements
Why are there Standards?
The purpose of these Standards is to establish reference points that define expected practices within the field and provide benchmarks that can be measured.
The standards address all aspects of an I&R service’s operation.
The standards are the foundation for AIRS Accreditation and provide an organizational context for certification of I&R and resource specialists through the AIRS Certified Information and Referral Specialist programs.
New Standard Released
Program Evaluation & Quality Assurance• The I&R service shall have the ability to assess the
quality and effectiveness of all aspects of its operation including its service delivery, resource database, reports and measures, cooperative relationships, disaster preparedness, and organizational structure. These determinations shall be made both through on-going quality assurance procedures and periodic, formal evaluations that are used to implement measurable improvements
CIC Activity Monitoring Report
It is the responsibility of the ISAP-funded agency to assess the way ISAP activities are administered and to examine and assess the quality of services provided to clients.
You must to be able to evaluate both the quantity and the quality of information and referral service delivery.
CIC Activity Monitoring Report
There are a number of aspects of the CIC Activity Monitoring Report are directly related to information & referral service provision. These include:
Planning and Evaluation Clients and Services ISAP Activities JSW Activities
Are you able to verify or substantiate the information? Is there supporting documentation in the form of statistical reports, client records or outcome measurements?
CIC Activity Monitoring Report
Planning and Evaluation
Does the ISAP organization collect information to identify gaps in services and overlaps?
Do they help with the needs assessment?
Is the organization able to identify issues for staff training?
(These are part of the Reports & Measures Standards)
CIC Activity Monitoring Report
Clients and Services:
Is there a web site/toll free number to track the number of call/hits? (It is important for ISAP agencies to have multi-channel access to information.)
Is there a plan to assist clients in their first language if needed?
CIC Activity Monitoring Report
Clients and Services:
What resources/technology are used to serve clients?
Does the Settlement Worker present the client with various approaches when providing services?
Describe follow-up activities? How is follow-up conducted? Are there records or documents to show follow-up activity?
CIC Activity Monitoring Report
ISAP Activities:
Does the agency have a process in place to evaluate the effectiveness of the:
Needs assessment method Referral activities Information and Orientation activities Program support and monitoring activities
CIC Activity Monitoring Report
JSW Activities:
How does the agency keep itself informed with what is offered in the community in terms of employment programs? Where are clients referred to most often?
Are copies of the JSW evaluations on file?
Are follow-ups done with clients after 3 months?
Important Definitions for Outcome MeasurementsInputs: Resources a program uses to achieve its goals.
Activities: What a project does with its inputs – the services it provides to fulfill its mission.
Outputs: are products of the program’s activities, such as the number of surveys completed, classes taught, brochures distributed or clients served.
Outcomes: are benefits or changes for clients, or the community relating to knowledge, skills, behaviour or condition
Measuring Outcomes
What is it that we want to measure?
The I & R program The Information and Referral provider Impact of the I & R service delivery Statistics and aggregate data Client Satisfaction Overall quality of service delivery
Measuring Outcomes
Why are outcome measurements important?
Accountability Helps assess the benefits of individuals or
populations receiving I & R services Helps to identify effectiveness of service It is an expectation of your funders and Board
of Directors
Quality Assurance & Monitoring Tools
How do we measure the quality of I & R?
• Subjective and objective methodologies• Reports and Measures• Certification and Accreditation• Follow-Up and Client Feedback Survey• Case Examples and Analysis• Coaching and Modeling• User Focus Groups• Performance Appraisals
Making the I & R Program Better
• Provide on-going training opportunities
• Outreach and Agency Visitations
• Build cooperative and collaborative relationships with other organizations
• Provide on-going feedback to staff
• Provide recognition to staff
Exercise
As a settlement worker you should be aware of a wide range of helpful websites that can assist both you and your clients.
List five websites that settlement workers can not do without. (Google is not a website!)
1) _______________________________________
2) _______________________________________
3) _______________________________________
4) _______________________________________
5) _______________________________________
Integration-Net
http://www.integration-net.ca/
Funded by Citizenship and Immigration Canada (CIC), Integration-Net is a communications, information and research tool to support the work of the Canadian settlement community. It also provides a means to develop both a national and international exchange of information and ideas about best practices on integration strategies and programs in order to share and learn from the experience of others
Settlement.org
Settlement.org
• Finding Job Resources• Sponsorship• ESL and LINC Programs• Housing • Health • Legal Services• Community & Recreation
Settlement.org AT WORK
• Settlement Counselling• Information and Referral • Agency Management • Community Development • Professional Development• Access and Equity• Sector Issues
Employment Ontario
• Employment Ontario provides information on training, apprenticeship opportunities, education, skills, and experience to achieve employment goals.
• Service provided through a toll-free phone number and a website.
• The website includes online search for employment and training programs by location and program.
• Employment Ontario provides services to job seekers, employers, employees, apprentices and students
Employment Ontario Resource Guide
The guide contains:
• the principles and expectations to help build an effective referral network across training and employment programs and services;
• a package of resources for effective information provision and client referral.
• A comprehensive listing of employment related programs and services for clients.
Career Maps for Internationally Trained Professionals and Tradespeople
www.ontarioimmigration.ca
The Ontario Government has partnered with a number of regulatory associations to create career maps for internationally trained professionals. Career maps explain in detail every step of the registration process, including language requirements, industry trends, labour market conditions, credential assessment process, licensing fees and other important information.
211Ontario.ca
• Online, bilingual, searchable directory of community, social health and related government services in Ontario called 211Ontario.ca
• Findhelp has partnered with community information agencies across the province to create 211Ontario.ca
• Eliminates duplication and standardizes work of numerous community information centres.
Currently on the 211Ontario website:
Provincial site: Access to Professions and Trades in Ontario. Access to Professions and Trades in Ontario connects internationally trained people with services that can help put their skills and knowledge to work. It includes:
Directory of Services Your Guide to Working in Professions and Trades in
Ontario Job Profiles Relevant Articles
Currently on 211Ontario.ca
The website currently links to eight 2-1-1 web sites throughout Ontario.
211Halton.ca 211Niagara.ca 211OntarioNorth.ca (Currently Thunder Bay) 211SimcoeCounty.ca 211Toronto.ca 211WindsorEssex.ca 211Ottawa.ca 211Peel
Settlement and Newcomer Services
• Employment Programs for Newcomers• English as a Second Language• Foreign Trained Professionals• French as a Second Language• Human Rights• Immigration and Sponsorship• International Credentials• Interpretation and Translation Services• Language Instruction for Newcomers to Canada• Refugee Claimants• Settlement Services
Centre for Internationally Trained Professionals & Tradespeople (CITPT)
http://www.cftpt.org/
Centre for Internationally Trained Professionals & Tradespeople (CITPT) provides FREE and unique programs that assist internationally trained professionals and tradespeople to secure work related to their skills and professional background.
Ontario WorkInfoNet
www.onwin.ca
Ontario workinfonet.ca (OnWIN) is dedicated to providing employment and career information over the Internet. The OnWIN web site (www.on.workinfonet.ca) specializes in providing links to work- and career-related web sites in Ontario. We think it's the wave of the future ... you can use a computer to help find a job, choose a career, get training or improve your education.
Career Bookmarks – Toronto Public Library
http://careerbookmarks.tpl.toronto.on.ca/
Career Bookmarks is a gateway to job and career related information. Library staff use their expertise in finding, selecting and organizing information to develop and maintain a site which brings together Internet and library resources in a well-organized, coherent fashion.
Contact Point
Contact Point is a practitioner-driven, Canadian website dedicated to providing multi-sectoral career development practitioners and career counsellors with career resources, learning and networking.
5 Criteria for Using the Internet for I & R
KNOW what you’re looking for and how the Internet can help
FIND the information you want
GET the information in a format you can work with
EVALUATE that information
USE the information
Web Resources: Key Problems
• SEARCHING the Web for information• Retrieving a MANAGEABLE AMOUNT • Selecting the most RELEVANT sources• EVALUATING sources & information
Three laws for evaluating information on the web.
1) EVALUATE!
2) EVALUATE!!
3) EVALUATE!!!
5 Criteria for Evaluating Web Sites
Accuracy
Authority
Objectivity
Currency
Depth of Coverage
Other Online Tools: LISTSERV
A LISTSERV mailing list is based on a computer program called LISTSERV that allows people to create, manage, and control electronic mailing lists. Each list has a topic of interest, just as a company might have a postal mailing list to distribute a catalog. To avoid requiring everyone within a mailing group to maintain a separate alias or nickname for the group, the LISTSERV product maintains a single list of subscribers that everyone can use.
What LISTSERV’s do you subscribe to?
Discussion Boards
A discussion board is a general term for any online "bulletin board" where you can leave and expect to see responses to messages you have left. Or you can just read the board.
Some discussion boards are moderated such as the discussion area on settlement.org.
Benefits of AIRS CertificationFor the individual, AIRS Certification:
• Adds professional recognition to what you do. It addresses the misconception that I&R people “just answer phones.”
• Provides a transferable qualification. Many job postings state a preference for applicants with AIRS certification. As a consequence, there is much more mobility of I&R staff.
• Some agencies provide a pay increase for Certified staff.
4 Areas of the CIRS Exam
• The Information and Referral Process (45%)
• Special Populations/Scenarios (35%)
• Special Interventions (10%)
• Systems/Services (10%)
Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
So what is information and referral? A process to link clients up with available, appropriate and
acceptable services. I & R providers help in accessing a broad range of social,
human, government and health services. I & R services can help clients cut through the “red tape” by
letting them know about eligibility requirements, application procedures and basic contact information.
Five Functional Areas of Settlement Work
• Information & Referral• Access & Advocacy• Counselling• Community Development and Education• Administration
The Importance of Accurate Information
Keep your information up-to-date.
Information changes daily so it is vital to keep your information sources up to date.
If you hear about changes to programs or services make sure to pass this information on to the information management area for verification and updating.
You should also pass the information on to your colleagues so that they’re aware of it right away, rather than having to wait until the system is updated.
Examples of New ServicesMay – Launch of 211Ontario (more later)April – Access Alliance Multicultural Health and Community
Services opens a NIC. April – Expansion of St. Joseph Immigrant Women’s Centre
in HamiltonMarch – City of Toronto launches Assessment and Referral
Centre (ARC)February – North Bay & District Multicultural CentreFebruary – Launch of Immigrant Settlement Services at
YMCA in BrantfordFebruary – Launch of the 211 service in Thunder BayJanuary – Launch of settlement services at Peel Adult
Learning Centre
Relatively Recent Services - HealthForceOntario
The HealthForceOntario Access Centre is a place where internationally trained and educated health professionals can learn how to qualify for professional practice in Ontario’s regulated health professions.
The Access Centre offers a range of services to support newcomers through the licensure and registration process.
Global Experience Ontario
Global Experience Ontario is an access and resource centre for the internationally trained. Global Experience Ontario can help internationally trained and educated individuals find out how to qualify for professional practice in Ontario.
The GEO centre provides information for people who intend to apply to a regulatory body to obtain licensure to work in their field.
Global Experience Ontario
Ontario has over 30 regulated professions – from architecture and engineering to social work and veterinary medicine. A licence is required to work in these fields in Ontario. Ontario also has more than 140 recognized trades, of which about 20 require mandatory certification.
ConnexOntario Health Services Information
Administers Drug and Alcohol Registry of Treatment (DART), Mental Health Service Information Ontario (MHSIO) and Problem Gambling Helpline (OPGH).
They provide helplines in English and French with access to interpreters in over 160 languages.
Employment Ontario
• Employment Ontario provides information on training, apprenticeship opportunities, education, skills, and experience to achieve employment goals.
• Service provided through a toll-free phone number and a website.
• The website includes online search for employment and training programs by location and program.
• Employment Ontario provides services to job seekers, employers, employees, apprentices and students
Settlement.Org At Work
Settlement.Org At Work is a professional development web site for those working with newcomers to Ontario.
It focuses on the information and resources you need to do two things:
Assisting Clients - serve your clients with the most up to date skills and techniques available, including counselling, serving specific communities, information and referral and more.
Assisting Staff - dealing with workplace issues, including conflict, stress, policies, human resource management. Access to funding and program-specific resources.
New Canada-Ontario Agreement on Training and Skills Development
• The Government of Canada will invest nearly $1.2 billion in Ontario's labour market over the next six years.
• The money will focus on a few priority areas, including: technical skills training, labour market integration of immigrants, foundation skills and supports, and labour market supports for persons with disabilities.
• This agreement replaces the previously signed 2005 Labour Market Partnership Agreement (LMPA) , which was to contribute $300 million/year ongoing to Ontario's labour market development strategies
Occupation Specific Language Training
Fifteen school boards across Ontario are offering occupation-specific language training in one of two ways:
- Specialized language training for market sectors where there are needs for the skills and experience many newcomers have; and
- English or French-as-a-Second-Language (E/FSL) upgrading for newcomers already in the workforce to improve their language skills at work.
Occupation Specific Language Training
Accounting
Business and Finance
Carpentry and Electrical
Childcare Sector
Customer Service
Engineering
Food and Beverage
Home Healthcare
Hospitality and Tourism
Medical/Pharmaceutical
Office Assistant
Information Technology
Retail Sales Sector
Seniors Activation
Transportation (specifically school bus drivers)
What are the following N11 numbers for?
9-1-1?
8-1-1?
7-1-1?
6-1-1?
5-1-1?
4-1-1?
3-1-1?
2-1-1?
211 phone service and web directory
Free, three-digit community telephone information line in Toronto since 2002.
Also available in Niagara, Halton, Thunder Bay, South Simcoe (Collingwood) and Windsor. Soon to be in Peel Region and Ottawa.
May be rolled out to other communities in Ontario
Funded by the United Way to provide free, confidential, multilingual access to information on community, social, health and related government services
211Ontario.ca
Online, bilingual, searchable directory of community, social health and related government services in Ontario called 211Ontario.ca
Findhelp has partnered with community information agencies across the province to create 211Ontario.ca
Eliminates duplication and standardizes work of numerous community information centres
211Ontario.ca is set to re-launch late May 2008
Current 211Ontario.ca Splash page
Currently on the 211Ontario website:
Provincial site: Access to Professions and Trades in Ontario. Access to Professions and Trades in Ontario connects internationally trained people with services that can help put their skills and knowledge to work. It includes:
Directory of Services Your Guide to Working in Professions and Trades in
Ontario Job Profiles Relevant Articles
Currently on 211Ontario.ca
The website currently links to eight 2-1-1 web sites throughout Ontario.
211Halton.ca 211Niagara.ca 211OntarioNorth.ca (Currently Thunder Bay) 211SimcoeCounty.ca 211Toronto.ca 211WindsorEssex.ca 211Ottawa.ca 211Peel
Browse by Subject
• Abuse • Child & Family Services• Consumer Protection • Emergency & Crisis Services• Employment and Training• Financial Assistance• Food• General Community Services
• Government Officials• Health• Homelessness• Housing• Legal• Seniors• Settlement/Newcomer Services• Youth
Settlement and Newcomer Services
• Employment Programs for Newcomers• English as a Second Language• Foreign Trained Professionals• French as a Second Language• Human Rights• Immigration and Sponsorship• International Credentials• Interpretation and Translation Services• Language Instruction for Newcomers to Canada• Refugee Claimants• Settlement Services
211Ontario.ca: What are the advantages? The Site will improve service delivery for citizens,
including vulnerable citizens. Enable data management across sectors It will make it possible for anyone to connect to online
information about community, social, health and government services anywhere in Ontario
Information and Referral providers will be able to tap into an efficient, cost effective repository of human services data.
The site will allow for proximity searches that can tell you the closest ERC, Job Connect, ESL program or food bank.
AIRS Standards for Professional Information & Referral
The purpose of these standards is to establish reference points which define expected practices within the field and provide guidelines that communities or other jurisdictions can use when they develop an I&R program to meet the needs of their people.
The standards address all aspects of an I&R service’s operation and can be measured in concrete terms.
Discussion
Performance-Based Competencies for Settlement I&R: • Identify 4 things you need to know for Settlement
I&R.
• Identify 4 skills that you need to have as a Settlement Worker
• Identify 4 work-related attitudes and behaviours that you need to have as a Settlement Worker.
AIRS Standards
Area I - Service Delivery
Standards 1 - 5 Information Provision Referral Provision Crisis Intervention Advocacy/Intervention Follow-Up
AIRS Standards
Area II - Resource DatabaseStandards 6 - 10
Inclusion/Exclusion Criteria Data Elements Indexing the Resource
Database/Search Methods Classification System Database Maintenance
AIRS Standards
Area III - Reports and Measures
Standards 11 - 12 Inquirer Data Collection Data Analysis & Reporting
AIRS Standards
Area IV - Cooperative Relationships
Standards 13 - 16 Cooperative Relationships within the Local
I & R System Cooperative Relationships within Local
Service Delivery System Cooperative Relationships Among Local,
Provincial, Regional National Providers Participation in I & R Associations
AIRS Standards
Area V - Organizational Requirements
Standards 17 - 20 Governance Personnel Administration Staff Training Promotion and Outreach
AIRS Standards
Area VI – Disaster PreparednessStandards 21 -27• Emergency Operations and Business Contingency
Plan• Formal Relationships with Government and Private
Sector Emergency Operations and Relief Agencies• Pre- and Post-Disaster Database• Disaster-Related I&R Service Delivery• Disaster-Related Inquirer Data Collection/Reports• Disaster-Related Technology Requirements• Disaster Training and Exercise
New Standards to Be Released
Additional Channels for Access:• The I&R service shall provide access to community
resource information in a variety ways that include supported access through an I&R specialist and options for independent access by end users.
• Access channels can include walk-in service, telephone service, e-mail and internet services, chat, discussion boards and listserves.
Discussion
What are some of the differences between providing information & referral face-to-face versus on the telephone versus responding to an inquiry by e-mail?
What are some of the similarities?
New Standards to Be Released
Program Evaluation & Quality Assurance• The I&R service shall have the ability to assess the
quality and effectiveness of all aspects of its operation including its service delivery, resource database, reports and measures, cooperative relationships, disaster preparedness, and organizational structure. These determinations shall be made both through on-going quality assurance procedures and periodic, formal evaluations that are used to implement measurable improvements
Quality Indicators
• An agreed-upon process or outcome measure that is used to determine the level of quality achieved. A measurable variable (or characteristic) that can be used to determine the degree of adherence to a standard or achievement of quality goals.
• Quality indicators will be used to measure compliance and adherence to the standards.
What Do Our Clients Want?
better and faster services access to information and services in person, by
phone and on-line access to information and services 24/7 one-stop shopping/first call resolution access to all levels of government in one place information that is accurate, complete and
appropriate service that is responsive, timely, efficient, helpful,
friendly
What Clients Value
Whether clients are applying for an OHIP card, asking for information about employment and training programs or requiring language instruction, there are three key areas that concern them
Product Did I get what I needed? Is it a quality product?
Process Was it easy to get what I needed? Did I get it when I needed it?
People Were the people responsive, efficient, friendly?
Discussion
What “products” do we provide at our settlement agencies?
How can we ensure that each client receives a quality product?
How do we measure or evaluate client satisfaction?
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + Experience/Process + Outcomes
= Client Satisfaction Level
Moments of Truth
In every client interaction, there are “moments of truth” which define the client’s perception of the service experience.
These “moments of truth” occur at each point where the client’s pre-service expectations come up against the reality of the service experience.
How well the client’s expectations are met at each of these moments will form the basis for the client’s satisfaction with the experience.
Moments of Truth
Service Expectation Experience Enhancer Experience Detractor
My call will be answered within a reasonable timeframe.
My call was answered within 3 rings.
I was put on hold for 20 minutes.
I wondered if I’d been disconnected.
Exercise
Work with three or four others to identify a few service expectations clients have when they contact your settlement agency
For each expectation, identify one or more experience enhancers and one or more experience detractors.
The C.I.A. and the C.I.R.S.
C.I.A. stands for control, influence and affect. It is important for the I&R Specialist to be aware of what they are able to control, influence and affect in the context of providing information and referral and service delivery
Their focus and energies should be channeled towards aspects of the I&R process that they are able to control.
What are you able to control, influence and affect?
1.) Your Greeting
2.) Your Tone
3.) Your Listening
4.) The Information
5.) The Referral
6)Communication & Response Modes
7.) Questions
8.) Tools
9.) Boundaries
10.) Your attitude
What don’t you control, influence and affect?
1.) Who, Why, What, When and How
2.) Eligibility Criteria
3.) Waiting Lists
4.) What the inquirer does with the information
5.) Outcomes?
What is AIRS Certification?
Certification is a professional credential awarded to individuals who successfully complete either the CIRS or CRS course. It is a personal acknowledgement of demonstrated competence in the field of Information & Referral.
• I&R Systems/Services 10% of exam • I&R Process 45% of exam • Special Interventions 10% of exam • Special Populations/Scenarios 35% of exam
Thank you for attending this session!
Faed Hendry
Manager – Training and Outreach
Findhelp Information Services
543 Richmond Street West Ste 125
Toronto, Ontario M5V 1Y6
416-392-4544
