Inspire Support Connect

ANNUAL REPORT 2017-2018

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TABLE OF CONTENTS

Report from the Board ....................................................................................................... 2

Report from the CEO ........................................................................................................ 4

Our Vision, Our Mission and Our Values ...................................................................... 6

Top 10 Client Countries of Origin .................................................................................. 7

Our History at a Glance ..................................................................................................... 8

2017-2018 Highlights ........................................................................................................ 9

Thank You to Our Funders ..............................................................................................10

Thank You to Our Supporters .........................................................................................11

Satellite Offices ...................................................................................................................12

Our Programs and Service Areas ....................................................................................13

Settlement and Language Bank Centre ........................................................................15

Immigrant Language and Vocational Assessment – Referral Centre (ILVARC) ....18

Mosaic Family Resource Centre .....................................................................................23

Immigrants of Distinction Awards .................................................................................26

A New Beginning.A Better Canada.40 YEARS OF COMMUNITY IMPACT

“The only thing that is constant is change” - Heraclitus

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REPORT FROM

The Board

Change is the only constant, that is true even more so today than when the statement was supposedly first spoken by a Greek philosopher thousands of years ago. It is especially true for organizations in Alberta’s not-for-profit sector as the economy recovers and government policies as well as funding priorities continue to be adjusted.

On behalf of the Board of Directors, I would like to thank Immigrant Services Calgary staff, our funders, volunteers and other community partners for their ongoing belief in, commitment to and support of the valuable services that the organization continues to provide during these changing times.

This past year saw the renewal of our strategic plan, which will focus on continuous improvement in service delivery, strategic partnerships and collaboration as well as innovation. The Board completed this work in October 2017 and it included thoughtful discussion that fine-tuned our Vision and Mission statements to better reflect the purpose and updated strategic direction of the organization.

Embracing its challenges and opportunities, the commitment and passion for the work done by the organization continues. Congratulations to Immigrant Services Calgary for another successful year of facilitating the integration of immigrants and refugees into Canadian society!

Sincerely,ROLAND OSSKECHAIR OF THE BOARD OF DIRECTORS

BOARD OF DIRECTORS

Mr. Roland Osske Chair and 1st Vice-Chair

Mr. Paul Avender Past-Chair

Mr. Raymond C.T. Cheung Treasurer

Ms. Sue McMaster Secretary

Ms. Josephine S.P. Pon Director

Mr. Vivek Gupta Director

Ms. Anita ReMartinez Director

Ms. Haritha Devulapally Director

Ms. Nishi Thusoo Director

Ms. Patricia Osoko Director

Ms. Shirley Philips Director Strategic Planning Session

Roland OsskeCHAIR OF THE BOARD OF DIRECTORS

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REPORT FROM

The CEO

It is a great pleasure and honour to present you with this year’s annual report, highlighting not only our accomplishments in the 2017/2018 fiscal year, but also celebrating over 40 years of Immigrant Services Calgary’s commitment to providing exceptional services to immigrants and refugees in Calgary and surrounding communities and thus supporting their successful settlement and integration into Canadian society.

This year’s theme, “Inspire Support Connect” truly resonates with our new strategic direction that we are embarking upon for the next 3-4 years. Inspired by our passion to make a positive difference and by working closely together with our funders, numerous corporate and community partners, we increase our capacity to support newcomers and connect them with needed community resources and networks. Together, we ultimately make a greater collective impact, not only for the thousands of individuals we support every year, but also for our community. Through the struggles and countless success stories we hear every day and through our signature annual event, the Immigrants of Distinction Awards, we never cease to be inspired with their extraordinary achievements and exceptional contributions they make to our society.

During 2017-2018, 29,355 clients benefited from our various programs and services through our three service departments: the Settlement and Language Bank Centre, the Immigrant Language and Vocational Assessment — Referral Centre, and the Mosaic Family Resource Centre. With each unique need being met, each opportunity seized, and each potential unveiled, these newcomers are on their path to achieve their successful economic, social and cultural integration and to become valued contributors to Canadian society.

We thank our generous funders, community and corporate stakeholders for their support, the board of directors for their guidance, as well as our staff and volunteers for their unwavering dedication and tireless work that they exhibit every single day. Together, building on our strong foundation and guided by our new strategic direction, we look forward to creating even greater global impact.

Sincerely,KRYSTYNA BIELCHIEF EXECUTIVE OFFICER

“Inspire Support Connect”

Krystyna BielCHIEF EXECUTIVE OFFICER

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EXECUTIVE AND SENIOR MANAGEMENT TEAM

Ms. Krystyna Biel Chief Executive Officer

Ms. Wendy Auger Director of Mosaic Family Resource Centre

Mr. Shiraz Amiry Director of Immigrant Language and Vocational Assessment – Referral Centre (ILVARC)

Mr. Ho-Man Chan Director of Settlement and Language Bank Centre

Ms. Michelle Johnson Chief Financial Officer

Ms. Vivien Lok Settlement Manager

Ms. Vivian Chan Language Bank Manager

Ms. Biljana Tratnik Assessment Services Manager

Ms. Danuta Krajewska Operations Manager

Ms. Natalia Vizdoaga Human Resources Manager

Ms. Erika Tan Executive Assistant

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Our VisionImmigrants and refugees achieve successful economic, social and cultural integration and become valued contributors to Canadian society.

Our MissionTo facilitate the integration of immigrants and refugees into Canadian society.

Our ValuesAccountability, collaboration, people, passion, innovation, professionalism, and a client and community focus.

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Top 10 Client Countries of Origin

China

PakistanIran

SudanEritrea

Ethiopia

Philippines

IndiaNigeria

Syria

India 7.75%China 6.27%Phillipines 5.68%Pakistan 3.96%Ethiopia 3.09%Eritrea 2.64%Syria 2.23%Sudan 2.21%Nigeria 2.21%Iran 1.97%

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2017-2018

Highlights

Beneficiaries:

29,355

Languages Spoken:

165

Countries:

178

Volunteers:

1,415

Volunteer Hours:

29,068

Workshops:

897

1977: Immigrant Services Calgary, under the name of the Calgary Immigrant Aid Society, is established as the first settlement agency in Calgary.

1981:The Settlement Program begins receiving funding from the provincial government.

1982:Public education and outreach by the agency continues to increase through the support of the federal government. Immigrant Services Calgary begins offering the Citizenship Program.

1985:The Immigrant Vocational and Language Referral Centre (IVLRC), the forerunner of ILVARC, is established.

1993:The services of IVLRC are expanded to offer centralized eligibility assessment and referral for Language Instruction for Newcomers to Canada (LINC) and its name is changed to the Immigrant Language and Vocational Assessment — Referral Centre (ILVARC).

1994:The Mosaic Family Resource Centre is established to meet the individual and collective needs of immigrant families.

1997:The Immigrants of Distinction Awards (IDA) is launched to recognize the important contributions that immigrants make to the Calgary community and to proudly mark ISC’s 20th anniversary.

2007:After 30 years as the Calgary Immigrant Aid Society, the agency launched its new identity as Immigrant Services Calgary.

2012:Immigrant Services Calgary celebrates 35 years of service to the community.

2014:ISC received a national award from CIC’s —International Qualifications Network for the success of its MAPLE 2.0 — Mentorship in Action Project as well as a certificate of recognition from the Prime Minister’s office commending ISC for its commitment to helping newcomers build successful lives for themselves and their families.

2016:ISC received a certificate of achievement from the Senate of Canada in recognition of the 20th edition of IDA.

2017:ISC celebrates its 40th Anniversary of providing comprehensive settlement services to Calgary’s newcomers and its community impact.

Our History at a Glance

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Sponsors• Family and Community Support Services (FCSS)• Bow Valley College• Charted Professional Accountants Alberta (CPA)• TD Canada Trust• University of Calgary• Trico Homes• Dr. Chirag Shah• Pierson’s Funeral Service Ltd.• Education Canada Group• The Association of Science & Engineering Technology

Professionals of Alberta (ASET)• Harry & Martha Cohen Foundation• ABM College• United Way of Calgary and Area• Anonymous

In-Kind Sponsors• The Westin Calgary• Passion for Glass• Arshad Photography• FMAV

Media Sponsors• CTV• Calgary Herald• CBC Radio• New Canadians TV and Web Show• Sabrang Radio• Conectate con Nash• Red 106.7 FM• Sing Tao Newspaper• Calgary Arabia

Immigrant Services Calgary would like to thank our numerous individual and organizational donors and sponsors for their generous support.

Thank You to Our Funders

Immigration, Refugees and Citizenship Canada 53.26% Ministry of Alberta Labour 14.38% Others 6.70% The City of Calgary – FCSS 6.23% Public Health Agency of Canada 5.79% Ministry of Children’s Services, Calgary Region 5.28% United Way of Calgary and Area 2.40% IDA and Casino 1.39% Ministry of Community and Social Services 1.24% Ministry of Alberta Advanced Education (includes Calgary Learns) 1.09% The Auxilium Foundation 0.81 % Doreen Margaret Hopton Bequest Fund 0.61 %9

Family and Community Support Services Association of Alberta 0.26% Service Canada 0.23% Canadian Women’s Foundation 0.19 % Calgary Foundation/ Virginia Middelberg Fund at the Calgary Foundation 0.14% TOTAL

$9,464,252

Thank You to Our Supporters

Our Programs and Service Areas

Immigrant Services Calgary is one of Alberta’s longest-serving and most comprehensive settlement agencies. The agency takes an integrated approach to helping individuals and families settle into life and work in the Calgary community by offering:

• First-language Support• Settlement and integration services• Employment/mentorship services• Volunteer opportunities (adult and youth)• Pre-arrival and post-arrival support services• Interpretation and translation services• Citizenship education/civic participation• Assessment of English and literacy skills (in person and remote)• Fee-for-service English assessment for non-permanent residents• Information, guidance and referrals to LINC/ESL classes• Career, educational, and vocational counselling• Children and parent programs• Seniors’ programs• Family support programs• Counselling services including group sessions, family, couples, and individuals• Youth programs

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Satellite Offices:

Northeast (NE)• 1000 Voices, Genesis Centre of Community Wellness• North East Family Connections• Heart of the North East Community Solutions Resource Centre• Calgary Housing Company – Temple• Country Hills Library• Coventry Hills High School• Bob Edwards Junior High School• Colonel J. Fred Scott Elementary School• Nose Creek Elementary School• Crossroads Community Association• Russet Court

Southeast (SE)• Calgary Public Library Main Branch• Fish Creek Library• Calgary Korean Association• St. Peter Elementary School• Keeler Elementary School

Northwest (NW)• Southern Alberta Institute of Technology (SAIT)• McEwan – Calgary Housing Company• Crowfoot Public Library• Huntington Hills Elementary School• Buchanan Elementary School • Edgemont – Calgary Housing Company• Judith Umbach Public Library

Southwest (SW)• Chinese Christian Mission of Canada• Southwest Communities Resource Centre

Downtown• Safe Communities Opportunity & Resource Centre (SORCe)

Outside Calgary: Conrich, AB• Khalsa School

“We are proud to be both the pioneers and innovators

in Alberta’s settlement arena”

Virtual Career Fair Kick offVoices of Calgary Symposium 2017

Settlement and Language Bank Centre

The Settlement and Language Bank Centre (SLBC) has a dedicated team that speaks more than 50 languages collectively, providing culturally-sensitive services to immigrants and refugees in the Calgary area. We adopt a comprehensive, integrated approach, offering pre- and post-arrival settlement and integration services including employment bridging, interpretation and translation, sustainable community-based initiatives, as well as citizenship and civic education. Our holistic services have created a far-reaching impact through strengthening neighborhoods and enhancing the prospects and quality of life for immigrant and refugee families, isolated seniors, at-risk youth, low-skilled workers, and internationally-trained professionals.

We are proud to have pioneered the earliest settlement programs in Calgary and have continued to grow from strength to strength. In the past year, we have received accolades for our success in leveraging advanced integrative technologies to create innovative service delivery tools that empower us to transcend barriers and significantly increase service accessibility. A prime example is our interactive online Settlement Platform, the first of its kind in Alberta, which has attracted over 60,000 visits from around the world since its inception in 2015. Another outstanding example is the trailblazing Voices of Calgary Campaign, a social media advocacy campaign aiming to enhance newcomer employment integration, which features 36 original videos that attracted over 30,000 views in the span of one year. Overwhelming support has been received from three levels of government and the community for our virtual career fairs. The most recent one was held in March 2018, which benefited over 1,200 jobseekers from across Canada. We will continue to invest in the area of technology and innovation in light of the observed positive impact in enhancing user experience, augmenting service capacity, and redefining connectivity, as well as its potential in bringing social service delivery to a whole new level.

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Homan ChanDIRECTOR

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Impact Story

In 2017, Aaron came to Calgary from a developing country, where he used to work in the agriculture industry after graduating from high school. After his arrival, he was unable to secure a job in light of Alberta’s economic downturn. His struggle worsened due to language barrier, inadequate job search skills, and his lack of Canadian work experience and local connections. This caused his self-esteem and confidence to be badly shaken.

Aaron was in distress when he first approached Immigrant Services Calgary. A counselor provided him with supportive counseling as well as practical assistance, and he was referred to employment preparation workshops to learn effective job search skills and strategies. Aaron found these workshops very helpful as they were custom-built for newcomers with low English literacy and were delivered either in his first language or in simple English. Additionally, the counselor reached out to an employer in the fast food business to solicit work placement, stating that Aaron’s diligence and willingness to learn would make him a desirable worker. The employer agreed to let him try out a part-time kitchen support position that had a lower English requirement. Aaron proved himself hardworking and reliable, and though he had limited English ability, he was able to follow instructions and work well with other employees. His employer was happy with his performance and offered to double his work hours after a few weeks.

Aaron’s job has given him financial independence and boosted his confidence and self-esteem. To improve his prospects, he has enrolled in LINC classes to improve his English and is continuing to attend various training workshops at ISC to enhance his employability and transferable skills. Aaron is grateful for the assistance and support he has received from ISC. He is now leading a fulfilling life and is optimistic about his future in this new country.

“After nearly 110 hours of volunteering, I was invited for an interview at a local technology firm. By leaning on the skills I learned at ISC, and using them as a reference, I aced the interview and was offered a contract. As of today, February 25th 2018, I am employed and looking forward to a rewarding career. Certainly, some of this can be attributed to my own determination, but it was ISC that gave me the opportunity to use my strengths and improve on my weaknesses in a supportive and welcoming environment. I am grateful for their patience, friendliness, and desire to help. Thank you for everything!” - Settlement Client

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15,540Beneficiaries Served

149Countries of Origin

32,394Services Provided

55Languages of Provided Services

1,415Volunteers

30,336Volunteer Hours

636Workshops

19,356Workshop Participants

138Languages Spoken

by Beneficiaries

1,995Documents Translated

815Interpretations

Settlement Counselling Session

Volunteer Training

Remote Assessment

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Immigrant Language and Vocational Assessment Referral Centre (ILVARC)

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Every year through ILVARC’s provision of language assessment, referral, and education counseling services thousands of immigrants and refugees are able to access federally and provincially funded language training and other programs — an important step in their settlement process.

Outcome Measurement ProjectWith a focus on enhancing our service provision, ILVARC has recently concluded the Outcome Measurement and Evaluation Project with the support of Alberta Labour. Going forward, ILVARC will be able to monitor the difference our services make in the lives of our clients in a meaningful and tangible way through enriched internal data collection, analysis, follow up and ongoing professional development for staff.

Remote Language Assessment ServicesILVARC continues to be a leader in the area of Remote Language Assessment in Canada. We have been assisting the Centre for Canadian Language Benchmarks by providing training for new Remote Assessors in Alberta and other provinces. The demand for this service remains high as we have recently added new proctor sites to facilitate access for more clients living outside of Calgary.

French Language Assessment Proctoring ServiceIn view of the current commitment of the federal and provincial governments to increase Francophone immigration outside Quebec, ILVARC’s French Language Assessment Proctoring Service is particularly well-timed as the demand for service has been on the rise since its implementation last year.

“ILVARC continues to be a leader in the area

of Remote Language Assessment in Canada.”

Shiraz AmiryDIRECTOR

Information Session

Impact Story

After immigrating to Calgary from Syria due to political tensions, Ms. Azouz, a young mother of two and a teacher by training, came to ILVARC in May 2016. After completing her initial assessment, she was informed by her ILVARC counselor about the options that were available to her such as the LINC program and Links to Success. She opted to take the latter one and completed it successfully. After her practicum, she secured a position in a law firm as an Administrative Assistant. With the help of ILVARC, she will now continue pursuing her passion of becoming a teacher in Canada. Ms. Azouz intends to act on her dreams by enrolling in a teaching assistant program.

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11,952Beneficiaries Served

8,233Assessments Completed

153Remote Assessments

136Countries of Origin

29Workshops

420Workshop Participants

128Languages Spoken

by Beneficiaries

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“Your Saturdays are very convenient for clients like me working Monday to Friday. So I just like to take this opportunity to thank you for your service. The people here are very helpful and willing to assist individuals to reach their goals by providing services that will elevate and enhance the individual’s ability in speaking, writing, listening in English. Thank you very much!!!” - ILVARC Client

REFERRALS NUMBER PERCENTAGES A. Language Training Opportunities 12,208 78.2%B. Career/Employment Goals 1,469 9.4%C. Educational Programs 846 5.4%D. Educational Counselling 762 4.9%E. Support Services (AB Works) 183 1.2%F. Support Services (Others) 134 0.9% TOTAL: 15,602 100%

Mosaic Family Resource Centre

“Other things may change us, but we start and end with the family.” - Anthony Brandt

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Parents and Tots Program

Healthy Together Program

“ A strong, stable and loving family life is foundational...”

Wendy AugerDIRECTOR

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The Mosaic Family Resource Centre provides 16 different programs that focus on the development and maintenance of healthy families. Our work is divided into three distinct programming areas of Children and Parents, Youth and Family, and Family Support to provide the most effective outcomes based on best practices in service delivery.

A strong, stable and loving family life is foundational for all family members to thrive and realize their full potential. At the Mosaic Family Resource Centre, our work is based on the principle of empowerment; working together with community, parents/caregivers, youth and children to achieve their goals.

Mosaic Multicultural Counselling ProgramIn the past year, the Mosaic Family Resource Centre has continued to expand our counselling services for immigrant men and their families; most recently with the addition of the Mosaic Multicultural Counselling Program. This program helps clients to develop skills needed to cope with challenges and changing life circumstances through a professional, culturally competent counselling model.

Healthy Together ProgramIn partnership with The Bridge Youth and Family Services in Kelowna, the Mosaic Preschool Program has implemented Healthy Together as a component of our regular early childhood programming. This innovative family education model brings families together in learning to make healthy choices that will influence nutrition and lifestyle planning for the future and reduce the rate of childhood obesity. Holistic, research based, culturally informed and creative approaches make Healthy Together an ideal complement to our core programming model.

Impact Story

When Abby joined the Mosaic Preschool Program, she suffered from acute separation anxiety. Even though the teachers tried to work one-on-one with Abby, only keeping her grandmother in the program would calm her.

Abby wasn’t making friends or enjoying the program because she was frightened of being without her grandmother. To help Abby become more comfortable, the Early Childhood Team developed strategies that started at home; beginning with talking about preschool at home and what new things might be happening the next time Abby came to the Mosaic Centre. Abby’s grandmother began to let Abby know five minutes ahead of departure time when she would be leaving, and Abby’s grandfather began bringing Abby to preschool some days. These strategies were effective in supporting Abby to address her anxiety, gain a sense of calmness, and begin to enjoy the preschool.

Abby began to participate in activities with greater frequency and confidence. Once she was free of anxiety, she was able to further develop her cognitive and social skills. In June 2017, Abby graduated from the program with all the skills that she needed to be successful in kindergarten.

Abby’s parents report that she is happy at her new school. Abby’s sister, Cindy, began attending the Mosaic Preschool Program in September 2017. Abby’s mother was so happy with the impact the program had on her oldest daughter, she can’t imagine sending Cindy anywhere else!

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1,863Total Beneficiaries Served

543Children Served

412Youth Served

908Adults Served

72,618Hours of Service Provided

80Countries of Origin

of Beneficiaries

67Languages Spoken

by Beneficiaries

232Workshops

2,745Workshop Participants

“I like the Mosaic Preschool Program because it is based on development milestones. It meets

kids where they are and helps them expand their knowledge and skills through engaging

activities where they learn teamwork. As a parent, I am so thankful because the passion

of the teachers helped my 4 year old daughter make a transition from a shy, introverted

kid to a confident outgoing child who looks forward to go to school every day.”

- Mosaic Preschool Program Parent

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Immigrants of Distinction Awards

On March 9, 2018, ISC hosted the 22nd Annual Immigrants of Distinction Awards. The event’s theme “Inspire Support Connect” focused on those immigrants and refugees who inspired us with their passion, dedication and perseverance, and who contributed to the cultural, social and economic environment of Calgary. The evening brought together close to 500 guests. The exceptional finalists and award recipients along with the leaders from three levels of government, corporate and voluntary sectors as well as the supportive audience, created a truly memorable event. All guests in attendance were delighted by the presence of Her Honour, the Honourable Lois E. Mitchell, CM, AOE, LLD, Lieutenant Governor of Alberta, Honourable Rachel Notley, Premier of Alberta and His Worship, Naheed Nenshi, Mayor of Calgary.

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Dr. Ruwanpura accepting the award for Dr. Brown, Dr. Gopal Achari, Marjan Eggermont, Dr. Kamal Botros, Mehul Gupta, Kirsty McGowan, Jenny Liao, Katherine Lin accepting the award for Kevin Lin, Ruth Legese, Dr. Rupinder Toor and Miroslav Reljic

AWARD RECIPIENTS

Achievement Under 35: Hyder Hassan

Arts & Culture: Marjan Eggermont

Community Service: Miroslav Reljic

Entrepreneurship & Innovation: Dr. Rupinder Toor

Lifetime Achievement: Dr. Kamal Botros, Dr. Thomas Brown

STEM: Dr. Gopal Achari

Organizational Diversity: Trico Homes

Youth:Kevin Lin Kirsty McGowanJenny LiaoMehul Gupta Ruth Legese

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Hamzah Balkhi accepting the award on Hyder Hassan’s behalf

Maaike Ezinga accepting the award on behalf of Trico Homes

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Her Honour Lois E. Mitchell Lieutenant Governor of Alberta

The Honourable Rachel Notley, Premier of Alberta and His Worship Naheed Nenshi, Mayor of Calgary

The Honourable Irfan Sabir, Minister of Community and Social Services

and The Honourable Sandra Jansen, Minister of Infrastructure

The Honourable Joe Ceci, President of Treasury

Board and Minister of Financee

The Honourable Rachel Notley, Premier of Alberta and Krystyna Biel,

CEO Immigrant Services Calgary

Immigrant Services Calgary @askISC Immigrant Services Calgary

immigrantservicescalgary.ca