Title: SETTLEMENT INFORMATION AND
1- SETTLEMENT INFORMATION AND
- REFERRAL TRAINING PROGRAM
2Purpose 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
3Workshop 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
4Icebreaking 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.
5Icebreaking 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.
6Unit 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
7The 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
8 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
9 Characteristics of I R
- Accessible
- Accountable
- Confidential
- Efficient
- Flexible
- Friendliness
- Neutral
- Non-stigmatization
- Optimum Breadth of Scope
- Reliable
- Respectful
- Sensitive
10Questions?
- 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?
11AIRS 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
12AIRS Standards
- Area I - Service Delivery
- Standards 1 - 6
- Information Provision
- Referral Provision
- Crisis Intervention
- Advocacy/Intervention
- Follow-Up
- Additional Channels of Access (new)
13AIRS 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
14AIRS Standards
- Area III - Reports and Measures
- Standards 13 - 14
- Inquirer Data Collection
- Data Analysis Reporting
15AIRS Standards
- Area IV - Cooperative Relationships
- Standards 15 - 16
- Cooperative Relationships within the I R System
- Cooperative Relationships with Service Providers
16AIRS 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
17AIRS 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
19 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.
20 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?
21Unit 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
22What 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).
23Group 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
25Exercise
- 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.
26 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 ?
27Know 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 ?
28 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?
29Human 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
33Discussion
- 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.
35 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.
37 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
38 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.
39 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
43Exercise
- 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
45Referrals
- 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.
47 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
48 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.
49 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?
52Discussion
- What products/services do you provide at your
settlement agency? - How can you ensure that each client receives a
high-quality product or service?
53 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
54Discussion
- 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.
58Exercise
- 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
60 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.
61 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
62 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.
63Diversity
- 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.
64 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.
65(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
67 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.
72 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.
76 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
79Job 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
80Job 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.
88 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
100Who 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
102EI 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)
103EI 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
107Allowance
- 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
111Survivor 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
112Child 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
-
113Housing 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 (416) 421-8377
- Amyotrophic Lateral Sclerosis (ALS) (416)
497-2267 - Multiple Sclerosis Society of Canada (416)
922-6065 - Service Clubs
123Ontario 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.
127Sponsorship
- 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.
128Refugees
- 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.