SETTLEMENT INFORMATION AND

1

• SETTLEMENT INFORMATION AND
• REFERRAL TRAINING PROGRAM

2
Purpose of Training

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

3
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

4
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.

5
Icebreaking Exercise

• This exercise demonstrates
• What you know as a settlement worker and what you
  dont.
• 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.

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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

7
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

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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

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Characteristics of I R

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

• Neutral
• Non-stigmatization
• Optimum Breadth of Scope
• Reliable
• Respectful
• Sensitive

10
Questions?

• How do the core values of settlement work relate
  to the characteristics of IR?
• What are some other key characteristics of IR
  programs?
• Why do you think standards for settlement work
  and for information and referral are important
  and/or necessary?

11
AIRS Standards

• The AIRS Standards
• provide clear expectations for IR services.
• define the information, assessment and referral
  process in concrete terms.
• establish criteria for database development .
• mandate support for community planning activities

12

AIRS Standards

• Area I - Service Delivery
• Standards 1 - 6
• Information Provision
• Referral Provision
• Crisis Intervention
• Advocacy/Intervention
• Follow-Up
• Additional Channels of Access (new)

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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

14
AIRS Standards

• Area III - Reports and Measures
• Standards 13 - 14
• Inquirer Data Collection
• Data Analysis Reporting

15
AIRS Standards

• Area IV - Cooperative Relationships
• Standards 15 - 16
• Cooperative Relationships within the I R System
• Cooperative Relationships with Service Providers

16
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 IR Service Delivery
• Disaster-Related Inquirer Data Collection/Reports
• Disaster-Related Technology Requirements
• Disaster Training and Exercise

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AIRS Standards

• Area VI - Organizational Effectiveness
• Standards 24 28
• Governance
• Personnel Administration
• Staff Training
• Promotion and Outreach
• Program Evaluation and Quality Assurance (new)

18
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

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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.

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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?

21
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

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What is IR?

• Information and Referral (IR) is the art,
  science and practice of bringing people and
  services together.
• The goal of IR is to effectively communicate
  information that will enable and facilitate
  client access to services.
• The two major components of IR are the content
  (the information itself) and the process (the way
  the information is communicated).

23
Group Discussion

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

24
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

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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.

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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 ?

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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 ?

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Be Ready for Anything

• What is the purpose of the clients contact or
  visit?
• What does he or she want from you?
• What are the clients expectations ?
• How does the client feel about his or her problem
  or situation?

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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

30
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?

31
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?

32
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

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Discussion

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

34
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.

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

36
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 elses 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.

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Passive or Attentive Listening

• In Passive or Attentive listening, we are
  genuinely interested in hearing and understanding
  the clients 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

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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.

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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

40
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 clients problem or
  need

41
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.

42
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 youve understood what the client
  has said
• get information about what the client is thinking
  and feeling

43
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?

44
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

45
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.

46
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.

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Summarize and Close

• Information is only as good as a persons 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

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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.

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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 clients
  expectation.
• It involves responding promptly and accurately to
  client requests in such a way that each client
  feels valued, respected, and understood.

50
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

51
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?

52
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?

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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.
• Timeliness
• Knowledge/Competence
• Courtesy/Comfort
• Fairness
• Outcome

54
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?

55
Video Giveem 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?

56
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?

57
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.

58
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?

59
Terms and Definitions

• Write down your definitions for the following
  terms
• Culture
• Cultural Competence
• Stereotypes
• Racism
• Discrimination
• Diversity

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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.

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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

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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.

63
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.

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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.

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(No Transcript)
66
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

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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 persons background is
  he or she has the same basic needs as any other
  client.
• A persons 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.

68
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

69
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

70
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

71
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.

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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.

73
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.

74
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.

75
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.

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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.

77
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.

78
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

79
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

80
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.

81
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).

82
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.

83
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.

84
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.

85
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.

86
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.

87
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.

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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.

89
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.

90
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

91
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?

92
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

93
HealthForceOntario

• HealthForceOntario is the provinces 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

94
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.

95
Financial Assistance Programs Ontario 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

96
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

97
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

98
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

99
Ontario Disability Support

• Provides income support to persons with physical
  or mental impairment
• Complex and lengthy application
• Disability Determination Package
• Health Status Report
• Activities of Daily Living Report
• A Medical Consent Form
• A Self-Report

100
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

101
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

102
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)

103
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.

104
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.

105
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.

106
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

107
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.

108
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.

109
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.

110
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

111
Survivor Benefits

• Survivor benefits are paid to a deceased
  contributors 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

112
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

113
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 Priority
• First priority is for victims of abuse
• Second priority is for the terminally ill
• Third priority is for over-housed tenants

114
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

115
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

116
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

117
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

118
Health Benefits and Services Ontario 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

119
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

120
Other important health services

• Interim Federal Health Program
• Community Health Centres
• Walk-in Clinics
• TeleHealth Ontario
• Dental Services
• Hospital Emergency Departments

121
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

122
Assistive Devices

• Other organizations also provide financial
  assistance for devices
• Ontario March of Dimes 1-866-765-7237
• Easter Seal Society [phone]
• Amyotrophic Lateral Sclerosis (ALS) (416)
  497-2267
• Multiple Sclerosis Society of Canada (416)
  922-6065
• Service Clubs

123
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

124
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

125
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.

126
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.

127
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.

128
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.

129
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.

130
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

131
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

132
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?

133
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!

134
5 Criteria for Using the Internet for I R

• KNOW what youre 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

135
5 Criteria for Evaluating Web Sites

• Accuracy
• Authority
• Objectivity
• Currency
• Depth of Coverage

136
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.

137
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?

138
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?

139
Currency of Web Documents

• When was it produced?
• When was it updated?
• How up-to-date are the links (if any)?

140
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?

141
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?

142
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.