settlement information and referral training program

SETTLEMENT INFORMATION AND

REFERRAL TRAINING PROGRAM

Purpose of Training

• The purpose of the information and referral (I&R) training is to facilitate settlement and integration of immigrants and refugees into all aspects of Canadian life by improving I&R in agencies funded by the Immigrant and Settlement Adaptation Program

Workshop Units

• Unit 1: Information, Referral and Settlement Work• Unit 2: The Information, Assessment and Referral

Process• Unit 3: Client Service and Diversity• Unit 4: Understanding the Human Services

System• Appendix: Helpful Websites for Settlement

Workers and a Glossary of Terms

Icebreaking Exercise

• The following exercise represents 25 things settlement workers may need to know.

• Using the handout, please answer the following 25 questions. You can share and exchange answers with other participants. Take no more than 10 minutes to complete this exercise.

Icebreaking Exercise

This exercise demonstrates:

• What you know as a settlement worker and what you don’t.

• The range and types of inquiries that you might encounter

• The informational needs of newcomers and immigrants• The need to share and exchange information as

settlement workers• That there is always going to be more to learn and know.

Unit 1

Learning Objectives:

• To identify the core values and best practices in settlement work

• To review the AIRS Standards for Professional Information & Referral and Quality Indicators and discuss its relevance and application in settlement work.

• To review and discuss the Organizational Standards Initiative

The Settlement Process

• The settlement process can be viewed as a continuum as newcomers move from acclimatization to adaptation to integration

• Settlement can also be seen as a dynamic long-term, process that benefits society as well as the client.

• Information and referral plays an important part in the settlement process

12 Core Values of Settlement Work

• Access• Inclusion• Empowerment• User-defined services• Holistic approach• Respect for the

individual

• Cultural sensitivity• Community

development• Collaboration• Accountability• Orientation towards

positive change• Reliability

Characteristics of I & R

• Accessible• Accountable• Confidential• Efficient• Flexible• Friendliness

• Neutral• Non-stigmatization• Optimum Breadth of

Scope• Reliable • Respectful• Sensitive

Questions?

• How do the core values of settlement work relate to the characteristics of I&R?

• What are some other key characteristics of I&R programs?

• Why do you think standards for settlement work and for information and referral are important and/or necessary?

AIRS Standards

The AIRS Standards:

• provide clear expectations for I&R services. • define the information, assessment and referral

process in concrete terms.

• establish criteria for database development .• mandate support for community planning activities

Area I - Service Delivery• Standards 1 - 6

• Information Provision• Referral Provision• Crisis Intervention• Advocacy/Intervention• Follow-Up• Additional Channels of Access

(new)

AIRS Standards

AIRS Standards

Area II - Resource Database• Standards 7 - 12

• Inclusion/Exclusion Criteria• Data Elements• Classification System/Taxonomy• Content Management and Indexing

(new)• Database Search Methods • Database Maintenance

AIRS Standards

Area III - Reports and Measures

• Standards 13 - 14• Inquirer Data Collection• Data Analysis & Reporting

AIRS Standards

Area IV - Cooperative Relationships

• Standards 15 - 16• Cooperative Relationships within the I & R

System• Cooperative Relationships with Service

Providers

AIRS Standards

Area V – Disaster Preparedness• Standards 17-23 • Emergency Operations and Business Contingency

Plan• Formal Relationships with Government and Private

Sector Emergency Operations and Relief Agencies• Disaster Resources• Disaster-Related I&R Service Delivery• Disaster-Related Inquirer Data Collection/Reports• Disaster-Related Technology Requirements• Disaster Training and Exercise

AIRS Standards

Area VI - Organizational Effectiveness

• Standards 24 – 28 • Governance• Personnel Administration• Staff Training• Promotion and Outreach• Program Evaluation and Quality

Assurance (new)

Organizational Standards Initiative (OSI)

The OSI that focuses on capacity development, standardization and professionalization of settlement agencies.

The standards that the OSI has developed are divided into four main categories:

• A Community-Based Approach• Governance and Strategic Leadership• Operations• Human Resources

The Four Categories

• The community-based category covers issues related to strengthening communities, addressing equity and accessibility concerns and developing co-operative relationships.

• The governance category includes strategic leadership and planning, board roles and responsibilities, and board structure and operations.

• The operations category includes internal systems such as organizational structure, communications and decision making. It also covers organizational culture, leadership and capacity development, physical and technological infrastructure and financial management.

• The human resources category covers building positive work environments, hiring, engagement and training of staff, and managing volunteers and students.

Questions & Discussion

What are some of the benefits of adopting and adhering to standards created by the settlement services sector?

What do you see as some of the challenges or difficulties in adopting or adhering to standards?

Unit 2

The Information, Assessment & Referral Process

• To be able to identify and apply performance-based competencies that enable the provision of high-quality information, assessment and referral

• To identify the challenges of information and referral

• To review and apply the steps in the information, assessment and referral process including active listening

What is I&R?

• Information and Referral (I&R) is the art, science and practice of bringing people and services together.

• The goal of I&R is to effectively communicate information that will enable and facilitate client access to services.

• The two major components of I&R are the content (the information itself) and the process (the way the information is communicated).

Group Discussion

• What are some of the challenges and barriers to providing effective information and referral?

Performance Based Competencies

• Knowledge - Information or facts needed by the settlement worker

• Skills - Abilities or performance competencies needed by the settlement worker

• Attitudes and Work-Related Behaviours - Feelings or viewpoints needed by the settlement worker

Exercise

• In small groups, try to come to a consensus regarding four things that you need to know to as a settlement worker, four skills that you need to have and four work-related attitudes and behaviours that are necessary.

• Please try and rank them in order of importance.

Preparation Process

Prepare the physical environment. Ask yourself the following questions.

Is my workstation organized for optimal effectiveness?

Do you have a system for keeping your tools and resources organized?

Do I have a private space in which to meet with clients ?

Know Your Tools

As a settlement worker, you will need to use a wide range of print and online resources to access pertinent information in a timely manner.

Are your websites organized into folders?

Do you know where to go to find information you need?

What are your primary tools ?

Be Ready for Anything

What is the purpose of the client’s contact or visit?

What does he or she want from you?

What are the client’s expectations ?

How does the client feel about his or her problem or situation?

Human Services

Do you understand the complexities of social, human and settlement services

Do you understand the different levels of government and who is responsible for providing what

Am I aware of the different eligibility criteria and application procedures for key programs

Am I aware of how frequently information changes

Keep your information up-to-date

How do you keep your information up-to-date?

Do you have clear guidelines for updating information at your agency?

Do you ever verify that the information that you are giving out is accurate?

Know Your Limitations

Do you know the limitations of your knowledge, skill and authority?

Are you clear on your role and the limitations and expectations of your role?

Do you know your boundaries?

Information, Assessment & Referral

• The initial contact with the client may prove to be the most important stage of the interaction as this is where trust and rapport are developed .

• The greeting sets a positive or negative tone for the entire interaction.

• The greeting also reflects your ability and enthusiasm

Discussion

• What are some techniques you can use during the initial greeting and contact stage to help foster trust and rapport?

Apply Active Listening

• Active listening can be described as the process of receiving, attending to and understanding auditory messages.

• Without question, listening is the most critical aspect of any interaction that you have with your clients. Everything flows from your ability to listen carefully by giving the client your undivided attention and focus.

Apply Active Listening

• Pay attention to what is said and understand the words.

• Listen for the meaning of what the client is saying — are any additional messages being communicated by his or her tone or body language?

• Use focused questions to flesh out what clients are telling you as well as what they aren’t telling you.

• Show the client you have heard and understood what they have said.: paraphrase

The Three Models of Listening

• Competitive or Combative listening happens when we are more interested in promoting our own point of view than in understanding or

exploring someone else’s view.

• We either listen for openings to take the floor or for flaws or weak points we can attack.

• As we pretend to pay attention, we are impatiently waiting for an opening, or internally formulating our rebuttal.

Passive or Attentive Listening

• In Passive or Attentive listening, we are genuinely interested in hearing and understanding the client’s point of view.

• We are attentive and passively listen. We assume that we heard and understood correctly, but stay passive and do not verify the information

Active of Reflective Listening

• In Active or Reflective listening, we are also genuinely interested in understanding what the client is thinking, feeling, wanting and what the message means.

• We are active in checking out our understanding before we respond with our own new message.

• We restate or paraphrase our understanding of their message and reflect it back to the client for verification. This verification or feedback process is what distinguishes active listening and makes it effective.

Listening Barriers – Pitfalls to Avoid

• The Drift• Jumping to Conclusions• Interruptions• Overreacting to “push button” or trigger words• Rehearsing• Listening for a point of disagreement• Listening only to the easy material

The Needs Assessment

• In the context of information and referral, what is a needs assessment?

• An assessment can be defined as process of helping a client identify, analyze and prioritize his or her needs. It is understanding the nature and extent of a client’s problem or need

Gather Information

• In many service interactions, you have to gather information from the client before they are able to give information to the client.

• This involves asking the right questions in the right way

• It is sometimes necessary to ask the client a number of questions to understand the details of their situation.

• There should always be a reason for every question you ask the client and it is important to let the client know why you are asking.

Effective Questioning can help you:

• get the facts

• gather better information

• connect with callers in a more meaningful way

• guide the conversation in a particular direction

• confirm that you’ve understood what the client has said• get information about what the client is thinking and

feeling

Exercise

• If a client asks you “I am looking for employment…..how can you help me?” they really have told you very little.

• Break up into small groups of three or four persons and identify what questions you would ask and why would you ask them.

• How would you sequence your questions?

Asking Questions Effectively

Knowing what types of questions to ask and how to ask them is a critical function of settlement work.

• Open and Closed Questions

• Probing Questions

• Leading Questions

Referrals

• Providing referrals involves assessing the needs of the client and identifying how and by whom those needs can be met.

• It is critical that you find out whether clients meet the eligibility criteria of programs you might refer them to.

Exercise: Eligibility Criteria

• Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service.

• Example: Income Level is used as part of the eligibility criteria for the Ontario Works Program.

Summarize and Close

• Information is only as good as a person’s ability to use it. If the client does not understand the information it is of little value. Once you have relayed the information, ensure that the client has understood it. This step lets you clarify, summarize and restate what has occurred during the interaction.

• It may be useful to let the client summarize their understanding of the information

Unit 3: Client Service and Diversity

Learning Objectives:

• To identify and manage the expectations of clients of settlement agencies

• To identify and apply the five drivers of citizen satisfaction

• To identify and apply strategies for dealing with diverse clients.

What is Client 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.

Clients of Settlement Agencies want:

• Access to information and services in person, by phone and online – in other words, multi-channel access to information.

• Access to information and services after normal business hours

• One stop shopping and first contact resolution

• Information that is accurate, complete and appropriate

• Service that is responsive, timely, efficient, helpful and friendly

What Clients Value

Whether your clients are looking for a language training program, need help with finding a job or applying for a trade certification, the following three key areas 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 you provide at your settlement agency?

• How can you ensure that each client receives a high-quality product or service?

Five Drivers of Satisfaction

The five “drivers of satisfaction” are the elements that most strongly influence clients’ perceptions of service quality across the many services provided by government and social service organizations.

1) Timeliness

2) Knowledge/Competence

3) Courtesy/Comfort

4) Fairness

5) Outcome

Discussion

• As a settlement worker, why do you feel that the five drivers of client satisfaction are important in the provision of service delivery?

• What are some other important considerations for service quality within your settlement agency?

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?

Cultural Competence & Communication

Communication is both cultural and interactive, so an important influence on its effectiveness is our relationship with others.

• Do clients hear and understand what we are trying to say?

• Are they listening well? Are we listening well in response?

• Do their responses show that they understand the words and the meanings behind the words we have chosen?

Cultural Learning Moments

• Settlement work is largely about interacting with clients from all walks of life and backgrounds.

• Every interaction can provide you with a “cultural learning moment,” that precise instant when an interaction opens your eyes, alters your perceptions and fosters greater understanding.

Exercise

• Think about a “cultural learning moment” you have had, either personally or professionally.

• What happened? How did it alter your perceptions? What did you learn from the experience?

Terms and DefinitionsWrite down your definitions for the following terms:

• Culture

• Cultural Competence

• Stereotypes

• Racism

• Discrimination

• Diversity

Settlement Work and Cultural Diversity

What is Culture?

Definition: the sum total of the way of living; includes values, beliefs, standards, language, thinking patterns, behavioral norms, communications styles, etc. Guides decisions and actions of a group through time.

Important Terminology:

Cultural Competence - Definition

A set of congruent behaviors, practices, attitudes and policies that come together in a system or agency or among professionals, enabling effective work to be done in cross-cultural situations

Important Terminology

• Stereotypes - oversimplified or exaggerated depictions of individuals based on some assumed characteristics stemming from their belonging to a particular societal group

• Racism - a set of attitudes that defines people based purely on their race, colour, religion, origin or ancestry and contends the supposed superiority of one race above another

• Discrimination - the conscious or unconscious act of dealing with people on the basis of prejudicial and predisposed attitudes rather than individual merit.

Diversity

Diversity - the recognition and acknowledgement of individual differences, and all the ways that we are unique and different from each other. Diversity recognizes differences, respects differences and strives to celebrate them.

Diversity is about respecting individuals from different backgrounds who may have potentially different values.

Culture as an Iceberg

Culture is similar to an iceberg. An iceberg has a small visible section above the water and a larger invisible section below the water.

Culture has some aspects that can be seen and others that cannot be directly observed. Also, like an iceberg, the visible part of culture is only a small part of a much bigger whole.

Potential Cultural Conflict

Different ways of using language• Intonation• Phrasing and expressions

Different body language norms• Physical expression of emotion• Social customs such as handshaking

Different cultural expectations• How to deal with conflict• How to show respect• When to show emotion• Value of individual vs. group

Tips for Working with Diverse Clients

• Diversity is about respecting individuals from a variety of backgrounds who may have different values than you.

• Recognize and acknowledge individual differences.

• Remember, no matter what a person’s background is he or she has the same basic needs as any other client.

• A person’s identification with a certain group may affect the type of referrals you can give or the type of services they want. When appropriate ask your clients whether they have specific preferences.

Unit 4: Understanding the Human Services System

Learning Objectives: • To further enhance and develop our understanding of

different programs, services and resources and to better understand the human services system

• To recognize and understand the factors which impact and affect social, human and government services

• To identify the primary areas of inquiry that newcomers have

• To identify helpful sources of information and examine five criteria for evaluating online resources

Important Factors to Consider

• The number/range of human services• Rate of change• Eligibility requirements• Changes in government/new legislation• Waiting Lists• Distance from service/accessibility issues • Changing needs and attitudes• Changes in Technology

Who provides social services?

• Federal Government• Provincial Government• Regional Government• Local or Municipal Government• Non-profit organizations• Religious and Faith Organizations• Self-Help and Mutual-Aid Groups• Commercial Services

Exercise: Levels of

Government

Please identify four programs and services at each level of government that you feel you need to know about as a settlement worker.

Please be prepared to explain why you need to know about them.

Employment Programs

Employment Ontario provides information on training, apprenticeship opportunities, education, skills, and experience to achieve employment goals.

The 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 Programs

Apprenticeship Training

Apprenticeship is an on-the-job training program for people who want to work in a skilled trade or occupation and includes learning new skills from skilled journeypersons. On average, 90 per cent of apprenticeship training takes place on-the-job with an employer. The remainder involves classroom instruction, which is delivered at a local community college or other approved training organization.

Ontario Youth Apprenticeship

This is a school-to-work transition program offered through Ontario secondary schools. Full-time students in grades 11 and 12 earn cooperative education credits through work placements in skilled trades.

Students have the option to formally register as apprentices while in secondary school, allowing them to graduate at the end of Grade 12 with their Ontario Secondary School Diploma and a portion of their apprenticeship already completed.

Employer Signing Bonus

This initiative assists employers that hire and register youth under 25 years of age who have left school and require upgrading to meet the registration standards for apprenticeship training.

Adjustment Advisory Program

The program supplies advisory and financial assistance to its clients to help them adjust to the effects of job loss in the workplace. Advisers help clients identify their needs and secure appropriate support, including career counselling, training, referral, and job search skills training.

Adjustment committees are established to ensure full

employer and employee participation in the process.

Bridge Training for Skilled Immigrants

Bridge Training supports the development and implementation of sustainable projects that expedite licensing and accreditation of qualified immigrants for employment in strategic skills areas.

Projects are offered by sector-based partnerships including employers, educational institutions, occupational regulatory bodies, and community agencies.

Bridge Training for Skilled Immigrants

Each Bridging program is different and may provide:

• An assessment of your education and skills • A clinical or workplace experience • Skills training or targeted academic training programs • Preparation for a license or certification examination • Language training for your profession or trade • Individual learning plans to identify any added training

you may need

Job Connect

The program has three service components tailored to meet individual needs:

• The Information and Resource Service provides workshops, information and resources on careers and occupations, the local labour market, training opportunities and job search strategies. There is information on apprenticeship training and resources for internationally trained individuals seeking employment consistent with their skills and experience;

Job Connect

• Employment Planning and Preparation offers individuals the support needed to clarify employment needs and develop an action plan, assist with making decisions and searching for a job;

• Job Development and Placement Support provides placements into employment for work experience and/or on-the-job training.

Literacy and Basic Skills

The program provides: • Literacy, numeracy and essential skills services to help

individuals achieve goals related to further education or training, employment or increased independence;

• Support in clarifying their upgrading goals and developing a training plan to achieve them;

• Academic upgrading services to help individuals develop the necessary skills for entry into college-based post-secondary education and training programs (such as apprenticeship).

Ontario Employment Assistance Services

The program helps people who are unemployed prepare for, obtain and keep a job. It also provides them with services such as employment counselling, job search techniques, job placement and labour market information. Specific services can include any of the following:

• Needs Assessment and Return to Work Plans;

• Job Finding Clubs;

• Career Decision Making;

• Targeted Services for Specific Groups of Job Seekers.

Ontario Employment Resource Centres

The centres provide people looking for work with access to labour market information, job search tools and additional resources to help them find employment.

Some centres provide workshops on job search techniques, making career decisions and interview skills. In addition, as part of the Employment Ontario network, the centres will refer clients to other employment services in the community.

Ontario Job Bank

The program is a web-based network of job postings from across Canada available to all Canadians. Job seekers can access additional features from the website including:

• Job Match, which allows job seekers to create their own job profile and advertise it to potential employers, as well as received a list of job opportunities that match their skill set;

• Job Alert, which allows job seekers to receive, by e-mail, a list of job openings that match their individual search criteria;

• Career Navigation, which is a tool that helps individuals with career decisions;

• Résumé Builder, which helps to create résumés for personal use or for applying online for federal government jobs through the site.

Ontario Job Creation Partnerships

The program provides work experience to unemployed job seekers within projects that benefit the community or local economy.

At the end of their participation, participants in the program will have recent work experience and additional skills to add to their résumés, increasing their chances of successfully obtaining long-term employment.

Ontario Skills Development

The program provides support to unemployed people who are or have recently been eligible for Employment Insurance and need marketable skills in order to re-enter the labour market.

It also provides financial assistance to help people with some of the costs associated with acquiring the training they need to re-enter the labour market, such as tuition and books.

Ontario Self-Employment Benefit

The program provides unemployed people who are or have recently become eligible for Employment Insurance with income and entrepreneurial support while they develop and start their business.

Ontario Targeted Wage Subsidy

The program is designed to provide on-the-job work experience to unemployed people who are or have recently been eligible to receive Employment Insurance.

It also enables employers to hire people who face barriers to employment (people they might not otherwise hire) by offering temporary wage subsidies.

Second Career Program

Second Career is an Ontario government program that offers training for a new job, including financial support.

Second Career provides career planning and financial support specially designed to help laid-off Ontarians participate in long-term training for a new job.

Career counsellors in Employment Ontario offices across the province can help clients take the first step.

Employment Standards

The Ministry of Labour, through its Employment Standards

Program: • enforces the ESA and its regulations

• provides information and education to employers and employees, making it easier for people to understand and comply voluntarily

• investigates possible violations

• resolves complaints

Labour Market Information

Labour Market Information is a very useful tool and resource for newcomers. It can help clients make a good decision when they want to change jobs or move to a new place. It can help them find out what the labour market is like for that job or that city.

It provides data on employment, wages, standards and qualifications, job openings, working conditions and future trends.

What are some good sources of Labour Market Information?

Global Experience Ontario

Global Experience Ontario is an access and resource centre for internationally trained professionals that provides information and assistance on how to qualify for professional practice in Ontario.

They serve 14 different professions including accounting, engineering, law, social work, teaching and veterinary medicine.

They also provide information on academic credential assessment, bridging programs, career maps and the Ontario Public Service Internship Program

HealthForceOntario

HealthForceOntario is the province’s strategy to ensure that Ontarians have access to the right number and mix of qualified health care providers, now and in the future.

Assists internationally educated health professionals living in Ontario to become qualified to practice in the province.

Information on professional regulatory bodies, education and assessment programs, licensure, registration processes, alternative health professions, internship and mentorship

Credential Evaluation

Immigrants may wish to have their international credentials evaluated so that employers, colleges, universities and professional licensing bodies can recognize their credentials.

Each regulatory body in Ontario decides how to assess an applicant's academic credentials. Some educational institutions and occupational regulatory bodies have their own academic assessment processes.

Financial Assistance ProgramsOntario Works

• Provides financial assistance for those in need

• Applicants must be residents of Ontario

• Financial assessment to determine eligibility

• Two-step application process

• Shelter and Basic Needs Allowance

Information that clients need to

provide • Family size and ages of family members

• Income and assets

• Debts

• Housing Arrangements

• Expenses for basic needs

• Employment status and history

Mandatory Benefits of Ontario Works

• Back to School Allowance

• Winter Clothing Allowance

• Community Start-Up and Maintenance Benefit

• Employment Start-Up Benefit

• Child Care Start-Up Costs

• Health Benefits

Discretionary Benefits of Ontario

Works • Funeral and Burial Costs

• Cost of Moving

• Air Conditioners for Severe Asthmatics

• Hearing Aids and Batteries

• Blood Test in Child Support Applications

• Travel and Transportation Costs

Ontario Disability Support

• Provides income support to persons with physical or mental impairment

• Complex and lengthy application

• Disability Determination Package

a. Health Status Reportb. Activities of Daily Living Report c. A Medical Consent Formd. A Self-Report

Who is eligible?

• grandparented Family Benefits Allowances (FBA) cases• person 18 years of age or older with a disability that

restricts activities of daily living• person or couple aged 65 or over not eligible for a

pension under the Old Age Security Act• person in receipt of disability benefits under the Canada

Pension Plan (CPP-D)• residents in a psychiatric facility, a facility under the

Developmental Services Act, or in a home under the Home for Special Care Act

Employment Insurance

Based upon number of hours worked

Eligibility and the amount are based upon your Record of Employment

Currently there are 4 types of benefits:

• Regular

• Sickness

• Parental/Maternity

• Compassionate Care Benefits

EI Eligibility Criteria

Persons legally entitled to work in Canada who have an interruption of earnings due to shortage of work, injury, quarantine, pregnancy, adoption, personal illness, or a grave illness in the family.

Claimants must have worked a minimum of 420-700 hours (depending on region) of insured employment in the year prior to application (600 hours for maternity, parental, sickness or compassionate care benefits)

EI Eligibility Criteria

Claimants who quit a job without just cause or are fired for misconduct may be ineligible for regular benefits.

Just cause includes discrimination, sexual harassment, working conditions that constitute a danger to health and safety, significant modification of terms and conditions respecting wages or salary or major changes in work duties.

Other Useful Information

• No benefits are paid in the first 2 weeks of the claim. This is known as the waiting period.

• The basic benefit rate is 55% of your average insured earnings up to a maximum payment of $447.00 per week. The EI payment is a taxable income, meaning federal and provincial or territorial (if it applies) taxes will be deducted.

• There are a number of reporting requirements that claimants must adhere to in order to continue to receive benefits.

Income Security Programs Old Age Security

• Monthly pension to persons 65 or older regardless of income or assets.

• Must be legal resident of Canada for at least 40 years to receive full pension.

• Persons who cannot meet the requirements for full pension may earn a partial pension.

• A minimum of 10 years of residence in Canada after reaching age 18 is required to receive a pension in Canada.

Guaranteed Income Supplement

The Guaranteed Income Supplement provides additional money, on top of the Old Age Security pension, to low-income seniors living in Canada. To be eligible for the GIS benefit, you must be receiving the Old Age Security pension and meet the income requirements.

Supplement added monthly to Old Age Security for those with limited or no income.

Reapply when income taxes are filed

Allowance

The Allowance provides money for low-income seniors who meet the following conditions:

• your spouse or common-law partner (same sex or opposite sex) receives or is entitled to receive the Old Age Security pension and the Guaranteed Income Supplement;

• you are 60 to 64 years old; • you are a Canadian citizen or a legal resident at the time

your Allowance is approved or when you last lived here; and

• you have lived in Canada since age 18 for at least 10 years.

Allowance for the Survivor

The Allowance for the survivor provides money for low-income seniors who meet the requirements below:

• you are 60 to 64 years old• you are a Canadian citizen or a legal resident at the time

your Allowance is approved or when you last lived here• your annual income is below the prescribed limit • your spouse or common-law partner has died and

• you have lived in Canada after reaching age 18 for at least 10 years.

Canada Pension Plan

A CPP retirement pension is a monthly benefit paid to people who have contributed to the Canada Pension Plan.

The pension is designed to replace about 25 percent of the earnings on which a person's contributions were based.

Your CPP retirement pension is based on how much, and for how long, you contributed to the Plan.

Canada Pension Plan Disability

The Canada Pension Plan (CPP) disability benefit is available to people who have made enough contributions to the CPP, and whose disability prevents them from working at any job on a regular basis. Eligibility

• Under 65 years of age• Stopped working because of medical condition • Contributed into the CPP for at least four of the last six

years

Survivor Benefits

Survivor benefits are paid to a deceased contributor’s estate, surviving spouse or common-law partner and dependent children. Benefits include:

The death benefit – a one-time payment to, or on behalf of, the estate of a deceased Canada Pension Plan contributor;

The survivor's pension – a monthly pension paid to the surviving spouse or common-law partner of a deceased contributor; and

The children's benefit – a monthly benefit for dependent children of a deceased contributor

Child Tax Benefit

The Canada Child Tax Benefit is a tax-free monthly payment made to eligible families to help them with the cost of raising children under age 18.

The CCTB may include the

• National Child Benefit Supplement (NCBS)• Child Disability Benefit

Housing Services

Rent-geared-to-income housing means that tenants receive a subsidy so that their rent is equal to about 30% of their income before taxes.

Centralized application process/Lengthy waiting lists

Exceptions/Special PriorityFirst priority is for victims of abuseSecond priority is for the terminally illThird priority is for over-housed tenants

Housing Help Centres & Rent Banks

• Housing Help Centres provide a wide range of services that are designed to assist clients with housing matters.

• Rent Banks may provide free loans to help people avoid eviction. Different rent banks may have different procedures. Usually run through Housing Help Centres.

• May provide landlord/tenant mediation services

Rent Bank Eligibility Criteria

You may be eligible for Rent Bank Service assistance, if you meet the following requirements:

• Individual(s)/families with legal residential status in Canada who meet the income requirements

• Be in imminent danger of losing your housing due to rental arrears

• Must be covered by the Tenant Protection Act • Have a regular source of income • Applicant must be paying market rent • Housing must be sustainable

Rent Bank Eligibility Criteria

You are not eligible for Rent Bank Service if any of the following applies:

• You are currently receiving Ontario Works, ODSP or OSAP

• Applicants in need of first and last month's rent • Applicants who fail to produce complete documentation

as required by the Rent Bank application process • Applicant who are homeowners

Cooperative Housing

• Co-op housing is member controlled housing. The members who live in a co-op are the ones responsible for running the co-op. Each member has a vote and every year members elect a Board of Directors from the membership. There are no landlords. Co-ops are non-profit organizations.

• There are co-op housing federations and associations throughout Ontario. Co-ops have both market units and subsidized units

Health Benefits and ServicesOntario Health Insurance Plan

• Residency Requirements

• Three pieces of identification required

• OHIP covers basic and essential diagnostic and treatment

services

• May cover podiatrists, osteopaths, physiotherapy and dental surgery

• Reciprocal Agreements with other provincial governments

Eligibility and Application

There is a 3-month waiting period for Ontario Health Insurance Plan (OHIP) coverage. It affects new applicants for coverage and former residents returning to Canada after living in other countries for long periods.

You must apply for OHIP in person and you will need three separate pieces of identification to demonstrate the following:

• Proof of Citizenship of OHIP Eligible Status • Proof of Residency • Support of Identity

Other important health services

• Interim Federal Health Program

• Community Health Centres

• Walk-in Clinics

• TeleHealth Ontario

• Dental Services

• Hospital Emergency Departments

Assistive Devices Program

• Financial assistance for assistive devices

• Valid OHIP Card and proof of physically disability is required

• Covers 8,000 pieces pf equipment such as mobility visual, communication aids, ostomy and feeding supplies and respiratory equipment

Assistive Devices

Other organizations also provide financial assistance for devices:

a. Ontario March of Dimes 1-866-765-7237

b. Easter Seal Society (416) 421-8377

c. Amyotrophic Lateral Sclerosis (ALS) (416) 497-2267

d. Multiple Sclerosis Society of Canada (416) 922-6065

e. Service Clubs

Ontario Drug Benefit Program

• For persons 65 years of age, OW and ODSP recipients

• Must reside in Ontario for at least 183 days

• Covers drugs listed in the Ontario Drug Benefit Formulary/Comparative Drug Index

• There is a $100.00 deductible

• Not all drugs are covered/Section 8 Mechanism

Trillium Drug Program

• Intended for Ontario residents who have high prescription drug costs in relation to their net household income.

• Covers drugs and nutrition products.

• Deductible based upon income and family size

• Must have valid OHIP Card

• Applications are available online or through any pharmacy

Immigration and Citizenship

Immigrating to Canada

• Citizenship and Immigration Canada (CIC) is the federal department that establishes immigration policy and determines who can enter Canada.

• There are different categories of immigrant applicants and each has different requirements and steps in the application process.

Categories of Immigrant Applicants

SKILLED WORKERS AND PROFESSIONALS - For people who want to settle and work in Canada.

CANADIAN EXPERIENCE CLASS -For people who have recent Canadian work experience or have graduated and recently worked in Canada

INVESTORS, ENTREPRENEURS AND SELF-EMPLOYED APPLICANTS - For people who want to start a business in Canada.

PROVINCIAL NOMINEES PROGRAM – Applicants must be nominated by province or territory.

Sponsorship

If you are a Canadian citizen or a permanent resident of Canada, you can sponsor your spouse, common-law partner, conjugal partner, dependent child (including adopted child) or other eligible relative (such as a parent or grandparent) to become a permanent resident.

There are two different processes for sponsoring your family. One process is used for sponsoring your spouse, conjugal or common-law partner and/or dependent children. Another process is used to sponsor other eligible relatives.

Refugees

Refugees are are people who are fleeing persecution in their homeland and seeking protection in Canada. The Immigration and Refugee Board (IRB) is an independent tribunal that is responsible for making decisions on immigration and refugee matters.

The IRB is primarily responsible for adjudication, appeals and convention refugee determination.

Permanent Resident Card

The Permanent Resident Card is issued to clients as part of the immigration process. The Permanent Resident card is now a compulsory document for all Permanent Residents. Any permanent resident who leaves Canada then wishes to return to Canada will not be granted entry unless they produce their PR card.

There is an eligibility criteria to apply for the Permanent Resident Card.

Education – LINC Programs

Language Instruction for Newcomers to Canada (LINC) is a free language training program for eligible adult learners.

To be eligible for the LINC program, you must:

• be a permanent resident of Canada, or Convention Refugee.

• be of legal school-leaving age within your province or territory (in Ontario, age 18)

• take a language assessment test at a Language Assessment Centre, to figure out which level is right for you

English as a Second Language (ESL)

There are many different kinds of ESL programs. They are designed for people with different goals and levels of English. Clients should ensure that the language training program is the right one for them. The following serve as examples of different types of language training programs.

• Enhanced Language Training (ELT)• English linked skills programs• Occupation-specific language training (OSLT)• Test preparation classes

Using Online Resources

The ability to execute an effective search is largely predicated on the ability to conduct an effective needs assessment: Ask yourself:

• Do I know what I am looking for?• Have I asked the client all the right questions?• Do I need gather additional information?• Which search tool should I use to find the information?

Before Your Search

• Formulate the information that you are trying to find or the question you are trying to answer and its scope.

• Identify the important concepts within the question.

• Identify search terms to describe those concepts

• Consider synonyms and variations of those terms

• Prepare your search logic – Have a plan!

5 Criteria for Using the Internet for I & R

1. KNOW what you’re looking for and how the Internet

can help

2. FIND the information you want

3. GET the information in a format you can work with

4. EVALUATE that information

5. USE the information

5 Criteria for Evaluating Web Sites

• Accuracy

• Authority

• Objectivity

• Currency

• Depth of Coverage

Accuracy of Web Documents

• Question: How do we know a web site is accurate?

• Who wrote the page and can you contact him or her?

• What is the purpose of the document and why was it produced?

• Is this person qualified to write this document?

• Know the distinction between author and Webmaster.

Authority of Web Documents

• Who published the document and is it separate from the Webmaster?

• Check the domain of the document, what institution publishes this document?

• Does the publisher list his or her qualifications?

Objectivity of Web Documents

• What goals/objectives does this page meet?

• How detailed is the information?

• What opinions (if any) are expressed by the author?

• View any web page as you would an infomercial on

television. Ask yourself why was this written and for whom?

Currency of Web Documents

• When was it produced?

• When was it updated?

• How up-to-date are the links (if any)?

Coverage of Web Documents

• Does the web page give you all the information that you need?

• Are the links (if any) evaluated and do they complement the documents' theme?

• Is it all images or a balance of text and images? • Is the information presented cited correctly?

Websites for Settlement Workers

We have provided a list of helpful websites for settlement workers.

In addition to these sites, are there others that you would recommend?

Wrap-up and Evaluation

• Please spend a few moments to complete both the post-training self-assessment and the training evaluation form

• Thank you for attending and participating in this session. You will receive a certificate in the mail.