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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

Workshop Units
  • Unit 1 Information, Referral and Settlement Work
  • Unit 2 The Information, Assessment and Referral
  • Unit 3 Client Service and Diversity
  • Unit 4 Understanding the Human Services System
  • Appendix Helpful Websites for Settlement Workers
    and a Glossary of Terms

Icebreaking Exercise
  • The following exercise represents 25 things
    settlement workers may need to know.
  • Using the handout, please answer the following
    25 questions. You can share and exchange answers
    with other participants. Take no more than 10
    minutes to complete this exercise.

Icebreaking Exercise
  • This exercise demonstrates
  • What you know as a settlement worker and what you
  • The range and types of inquiries that you might
  • The informational needs of newcomers and
  • The need to share and exchange information as
    settlement workers
  • That there is always going to be more to learn
    and know.

Unit 1
  • Learning Objectives
  • To identify the core values and best practices in
    settlement work
  • To review the AIRS Standards for Professional
    Information Referral and Quality Indicators and
    discuss its relevance and application in
    settlement work.
  • To review and discuss the Organizational
    Standards Initiative

The Settlement Process
  • The settlement process can be viewed as a
    continuum as newcomers move from acclimatization
    to adaptation to integration
  • Settlement can also be seen as a dynamic
    long-term, process that benefits society as well
    as the client.
  • Information and referral plays an important part
    in the settlement process

12 Core Values of Settlement Work
  • Access
  • Inclusion
  • Empowerment
  • User-defined services
  • Holistic approach
  • Respect for the individual
  • Cultural sensitivity
  • Community development
  • Collaboration
  • Accountability
  • Orientation towards positive change
  • Reliability

Characteristics of I R
  • Accessible
  • Accountable
  • Confidential
  • Efficient
  • Flexible
  • Friendliness
  • Neutral
  • Non-stigmatization
  • Optimum Breadth of Scope
  • Reliable
  • Respectful
  • Sensitive

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

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


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

AIRS Standards
  • Area II - Resource Database
  • Standards 7 - 12
  • Inclusion/Exclusion Criteria
  • Data Elements
  • Classification System/Taxonomy
  • Content Management and Indexing (new)
  • Database Search Methods
  • Database Maintenance

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

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

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

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

Organizational Standards Initiative
  • The OSI that focuses on capacity development,
    standardization and professionalization of
    settlement agencies.
  • The standards that the OSI has developed are
    divided into four main categories
  • A Community-Based Approach
  • Governance and Strategic Leadership
  • Operations
  • Human Resources

The Four Categories
  • The community-based category covers issues
    related to strengthening communities, addressing
    equity and accessibility concerns and developing
    co-operative relationships.
  • The governance category includes strategic
    leadership and planning, board roles and
    responsibilities, and board structure and
  • The operations category includes internal systems
    such as organizational structure, communications
    and decision making. It also covers
    organizational culture, leadership and capacity
    development, physical and technological
    infrastructure and financial management.
  • The human resources category covers building
    positive work environments, hiring, engagement
    and training of staff, and managing volunteers
    and students.

Questions Discussion
  • What are some of the benefits of adopting and
    adhering to standards created by the settlement
    services sector?
  • What do you see as some of the challenges or
    difficulties in adopting or adhering to standards?

Unit 2
  • The Information, Assessment Referral Process
  • To be able to identify and apply
    performance-based competencies that enable the
    provision of high-quality information, assessment
    and referral
  • To identify the challenges of information and
  • To review and apply the steps in the information,
    assessment and referral process including active

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).

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

Performance Based Competencies
  • Knowledge - Information or facts needed by the
    settlement worker
  • Skills - Abilities or performance competencies
    needed by the settlement worker
  • Attitudes and Work-Related Behaviours - Feelings
    or viewpoints needed by the settlement worker

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

Preparation Process
  • Prepare the physical environment. Ask yourself
    the following questions.
  • Is my workstation organized for optimal
  • Do you have a system for keeping your tools and
    resources organized?
  • Do I have a private space in which to meet with
    clients ?

Know Your Tools
  • As a settlement worker, you will need to use a
    wide range of print and online resources to
    access pertinent information in a timely manner.
  • Are your websites organized into folders?
  • Do you know where to go to find information you
  • What are your primary tools ?

Be Ready for Anything
  • What is the purpose of the clients contact or
  • 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?

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
  • Am I aware of the different eligibility criteria
    and application procedures for key programs
  • Am I aware of how frequently information changes

Keep your information up-to-date
  • How do you keep your information up-to-date?
  • Do you have clear guidelines for updating
    information at your agency?
  • Do you ever verify that the information that you
    are giving out is accurate?

Know Your Limitations
  • Do you know the limitations of your knowledge,
    skill and authority?
  • Are you clear on your role and the limitations
    and expectations of your role?
  • Do you know your boundaries?

Information, Assessment Referral
  • The initial contact with the client may prove to
    be the most important stage of the interaction as
    this is where trust and rapport are developed .
  • The greeting sets a positive or negative tone for
    the entire interaction.
  • The greeting also reflects your ability and

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

Apply Active Listening
  • Active listening can be described as the process
    of receiving, attending to and understanding
    auditory messages.
  • Without question, listening is the most critical
    aspect of any interaction that you have with your
    clients. Everything flows from your ability to
    listen carefully by giving the client your
    undivided attention and focus.

Apply Active Listening
  • Pay attention to what is said and understand the
  • 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

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.

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

Active of Reflective Listening
  • In Active or Reflective listening, we are also
    genuinely interested in understanding what the
    client is thinking, feeling, wanting and what the
    message means.
  • We are active in checking out our understanding
    before we respond with our own new message.
  • We restate or paraphrase our understanding of
    their message and reflect it back to the client
    for verification. This verification or feedback
    process is what distinguishes active listening
    and makes it effective.

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

The Needs Assessment
  • In the context of information and referral, what
    is a needs assessment?
  • An assessment can be defined as process of
    helping a client identify, analyze and
    prioritize his or her needs. It is understanding
    the nature and extent of a clients problem or

Gather Information
  • In many service interactions, you have to gather
    information from the client before they are able
    to give information to the client.
  • This involves asking the right questions in the
    right way
  • It is sometimes necessary to ask the client a
    number of questions to understand the details of
    their situation.
  • There should always be a reason for every
    question you ask the client and it is important
    to let the client know why you are asking.

Effective Questioning can help you
  • get the facts
  • gather better information
  • connect with callers in a more meaningful way
  • guide the conversation in a particular direction
  • confirm that youve understood what the client
    has said
  • get information about what the client is thinking
    and feeling

  • If a client asks you I am looking for can you help me? they really
    have told you very little.
  • Break up into small groups of three or four
    persons and identify what questions you would ask
    and why would you ask them.
  • How would you sequence your questions?

Asking Questions Effectively
  • Knowing what types of questions to ask and how
    to ask them is a critical function of settlement
  • Open and Closed Questions
  • Probing Questions
  • Leading Questions

  • Providing referrals involves assessing the needs
    of the client and identifying how and by whom
    those needs can be met.
  • It is critical that you find out whether clients
    meet the eligibility criteria of programs you
    might refer them to.

Exercise Eligibility Criteria
  • Identify 8 different types of eligibility
    criteria and identify specific programs or
    services that use that type of eligibility
    criteria to determine who is qualified to receive
    the program or service.
  • Example Income Level is used as part of the
    eligibility criteria for the Ontario Works

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

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

What is Client Service?
  • Client service can be described as a series of
    activities designed to enhance the level of
    client satisfaction that is, the feeling that a
    product or service has met the clients
  • It involves responding promptly and accurately to
    client requests in such a way that each client
    feels valued, respected, and understood.

Clients of Settlement Agencies
  • 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
  • Service that is responsive, timely, efficient,
    helpful and friendly

What Clients Value
  • Whether your clients are looking for a language
    training program, need help with finding a job or
    applying for a trade certification, the following
    three key areas concern them.
  • Product
  • Did I get what I needed?
  • Is it a quality product?
  • Process
  • Was it easy to get what I needed?
  • Did I get it when I needed it?
  • People
  • Were the people responsive, efficient, friendly?

  • What products/services do you provide at your
    settlement agency?
  • How can you ensure that each client receives a
    high-quality product or service?

Five Drivers of Satisfaction
  • The five drivers of satisfaction are the
    elements that most strongly influence clients
    perceptions of service quality across the many
    services provided by government and social
    service organizations.
  • Timeliness
  • Knowledge/Competence
  • Courtesy/Comfort
  • Fairness
  • Outcome

  • As a settlement worker, why do you feel that the
    five drivers of client satisfaction are important
    in the provision of service delivery?
  • What are some other important considerations for
    service quality within your settlement agency?

Video Giveem The Pickle
  • The video addresses four key principles of client
  • 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
  • Teamwork Look for other ways to make each
    other look good
  • How do these principles apply to your settlement

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

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.

  • Think about a cultural learning moment you have
    had, either personally or professionally.
  • What happened? How did it alter your perceptions?
    What did you learn from the experience?

Terms and Definitions
  • Write down your definitions for the following
  • Culture
  • Cultural Competence
  • Stereotypes
  • Racism
  • Discrimination
  • Diversity

Settlement Work and Cultural
  • What is Culture?
  • Definition the sum total of the way of living
    includes values, beliefs, standards, language,
    thinking patterns, behavioral norms,
    communications styles, etc. Guides decisions and
    actions of a group through time.

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

Important Terminology
  • Stereotypes - oversimplified or exaggerated
    depictions of individuals based on some assumed
    characteristics stemming from their belonging to
    a particular societal group
  • Racism - a set of attitudes that defines people
    based purely on their race, colour, religion,
    origin or ancestry and contends the supposed
    superiority of one race above another
  • Discrimination - the conscious or unconscious act
    of dealing with people on the basis of
    prejudicial and predisposed attitudes rather than
    individual merit.

  • Diversity - the recognition and acknowledgement
    of individual differences, and all the ways that
    we are unique and different from each other.
    Diversity recognizes differences, respects
    differences and strives to celebrate them.
  • Diversity is about respecting individuals from
    different backgrounds who may have potentially
    different values.

Culture as an Iceberg
  • Culture is similar to an iceberg. An iceberg has
    a small visible section above the water and a
    larger invisible section below the water.
  • Culture has some aspects that can be seen and
    others that cannot be directly observed. Also,
    like an iceberg, the visible part of culture is
    only a small part of a much bigger whole.

(No Transcript)
Potential Cultural Conflict
  • Different ways of using language
  • Intonation
  • Phrasing and expressions
  • Different body language norms
  • Physical expression of emotion
  • Social customs such as handshaking
  • Different cultural expectations
  • How to deal with conflict
  • How to show respect
  • When to show emotion
  • Value of individual vs. group

Tips for Working with Diverse
  • 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
  • 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

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
  • To identify the primary areas of inquiry that
    newcomers have
  • To identify helpful sources of information and
    examine five criteria for evaluating online

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

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

Exercise Levels of
  • Please identify four programs and services at
    each level of government that you feel you need
    to know about as a settlement worker.
  • Please be prepared to explain why you need to
    know about them.

Employment Programs
  • Employment Ontario provides information on
    training, apprenticeship opportunities,
    education, skills, and experience to achieve
    employment goals.
  • The service provided through a toll-free phone
    number and a website.
  • The website includes online search for employment
    and training programs by location and program.

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

Ontario Youth Apprenticeship
  • This is a school-to-work transition program
    offered through Ontario secondary schools.
    Full-time students in grades 11 and 12 earn
    cooperative education credits through work
    placements in skilled trades.
  • Students have the option to formally register as
    apprentices while in secondary school, allowing
    them to graduate at the end of Grade 12 with
    their Ontario Secondary School Diploma and a
    portion of their apprenticeship already completed.

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

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

Bridge Training for Skilled
  • Bridge Training supports the development and
    implementation of sustainable projects that
    expedite licensing and accreditation of qualified
    immigrants for employment in strategic skills
  • Projects are offered by sector-based partnerships
    including employers, educational institutions,
    occupational regulatory bodies, and community

Bridge Training for Skilled
  • Each Bridging program is different and may
  • An assessment of your education and skills
  • A clinical or workplace experience
  • Skills training or targeted academic training
  • Preparation for a license or certification
  • Language training for your profession or trade
  • Individual learning plans to identify any added
    training you may need

Job Connect
  • The program has three service components tailored
    to meet individual needs
  • The Information and Resource Service provides
    workshops, information and resources on careers
    and occupations, the local labour market,
    training opportunities and job search strategies.
    There is information on apprenticeship training
    and resources for internationally trained
    individuals seeking employment consistent with
    their skills and experience

Job Connect
  • Employment Planning and Preparation offers
    individuals the support needed to clarify
    employment needs and develop an action plan,
    assist with making decisions and searching for a
  • Job Development and Placement Support provides
    placements into employment for work experience
    and/or on-the-job training.

Literacy and Basic Skills
  • The program provides
  • Literacy, numeracy and essential skills
    services to help individuals achieve goals
    related to further education or training,
    employment or increased independence
  • Support in clarifying their upgrading goals and
    developing a training plan to achieve them
  • Academic upgrading services to help individuals
    develop the necessary skills for entry into
    college-based post-secondary education and
    training programs (such as apprenticeship).

Ontario Employment Assistance
  • 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

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

Ontario Job Bank
  • The program is a web-based network of job
    postings from across Canada available to all
    Canadians. Job seekers can access additional
    features from the website including
  • Job Match, which allows job seekers to create
    their own job profile and advertise it to
    potential employers, as well as received a list
    of job opportunities that match their skill set
  • Job Alert, which allows job seekers to receive,
    by e-mail, a list of job openings that match
    their individual search criteria
  • Career Navigation, which is a tool that helps
    individuals with career decisions
  • Résumé Builder, which helps to create résumés
    for personal use or for applying online for
    federal government jobs through the site.

Ontario Job Creation Partnerships
  • The program provides work experience to
    unemployed job seekers within projects that
    benefit the community or local economy.
  • At the end of their participation, participants
    in the program will have recent work experience
    and additional skills to add to their résumés,
    increasing their chances of successfully
    obtaining long-term employment.

Ontario Skills Development
  • The program provides support to unemployed people
    who are or have recently been eligible for
    Employment Insurance and need marketable skills
    in order to re-enter the labour market.
  • It also provides financial assistance to help
    people with some of the costs associated with
    acquiring the training they need to re-enter the
    labour market, such as tuition and books.

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

Ontario Targeted Wage Subsidy
  • The program is designed to provide on-the-job
    work experience to unemployed people who are or
    have recently been eligible to receive Employment
  • It also enables employers to hire people who face
    barriers to employment (people they might not
    otherwise hire) by offering temporary wage

Second Career Program
  • Second Career is an Ontario government program
    that offers training for a new job, including
    financial support.
  • Second Career provides career planning and
    financial support specially designed to help
    laid-off Ontarians participate in long-term
    training for a new job.
  • Career counsellors in Employment Ontario offices
    across the province can help clients take the
    first step.

Employment Standards
  • The Ministry of Labour, through its Employment
    Standards Program
  • enforces the ESA and its regulations
  • provides information and education to employers
    and employees, making it easier for people to
    understand and comply voluntarily
  • investigates possible violations
  • resolves complaints

Labour Market Information
  • Labour Market Information is a very useful tool
    and resource for newcomers. It can help clients
    make a good decision when they want to change
    jobs or move to a new place. It can help them
    find out what the labour market is like for that
    job or that city.
  • It provides data on employment, wages, standards
    and qualifications, job openings, working
    conditions and future trends.
  • What are some good sources of Labour Market

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

  • 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

Credential Evaluation
  • Immigrants may wish to have their international
    credentials evaluated so that employers,
    colleges, universities and professional licensing
    bodies can recognize their credentials.
  • Each regulatory body in Ontario decides how to
    assess an applicant's academic credentials. Some
    educational institutions and occupational
    regulatory bodies have their own academic
    assessment processes.

Financial Assistance 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

Information that clients need to
  • Family size and ages of family members
  • Income and assets
  • Debts
  • Housing Arrangements
  • Expenses for basic needs
  • Employment status and history

Mandatory Benefits of Ontario Works
  • Back to School Allowance
  • Winter Clothing Allowance
  • Community Start-Up and Maintenance Benefit
  • Employment Start-Up Benefit
  • Child Care Start-Up Costs
  • Health Benefits

Discretionary Benefits of Ontario
  • Funeral and Burial Costs
  • Cost of Moving
  • Air Conditioners for Severe Asthmatics
  • Hearing Aids and Batteries
  • Blood Test in Child Support Applications
  • Travel and Transportation Costs

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

Who is eligible?
  • grandparented Family Benefits Allowances (FBA)
  • person 18 years of age or older with a disability
    that restricts activities of daily living
  • person or couple aged 65 or over not eligible for
    a pension under the Old Age Security Act
  • person in receipt of disability benefits under
    the Canada Pension Plan (CPP-D)
  • residents in a psychiatric facility, a facility
    under the Developmental Services Act, or in a
    home under the Home for Special Care Act

Employment Insurance
  • Based upon number of hours worked
  • Eligibility and the amount are based upon your
    Record of Employment
  • Currently there are 4 types of benefits
  • Regular
  • Sickness
  • Parental/Maternity
  • Compassionate Care Benefits

EI Eligibility Criteria
  • Persons legally entitled to work in Canada who
    have an interruption of earnings due to shortage
    of work, injury, quarantine, pregnancy, adoption,
    personal illness, or a grave illness in the
  • Claimants must have worked a minimum of 420-700
    hours (depending on region) of insured employment
    in the year prior to application (600 hours for
    maternity, parental, sickness or compassionate
    care benefits)

EI Eligibility Criteria
  • Claimants who quit a job without just cause or
    are fired for misconduct may be ineligible for
    regular benefits.
  • Just cause includes discrimination, sexual
    harassment, working conditions that constitute a
    danger to health and safety, significant
    modification of terms and conditions respecting
    wages or salary or major changes in work duties.

Other Useful Information
  • No benefits are paid in the first 2 weeks of the
    claim. This is known as the waiting period.
  • The basic benefit rate is 55 of your average
    insured earnings up to a maximum payment of
    447.00 per week. The EI payment is a taxable
    income, meaning federal and provincial or
    territorial (if it applies) taxes will be
  • There are a number of reporting requirements that
    claimants must adhere to in order to continue to
    receive benefits.

Income Security Programs Old Age Security
  • Monthly pension to persons 65 or older regardless
    of income or assets.
  • Must be legal resident of Canada for at least 40
    years to receive full pension.
  • Persons who cannot meet the requirements for full
    pension may earn a partial pension.
  • A minimum of 10 years of residence in Canada
    after reaching age 18 is required to receive a
    pension in Canada.

Guaranteed Income Supplement
  • The Guaranteed Income Supplement provides
    additional money, on top of the Old Age Security
    pension, to low-income seniors living in Canada.
    To be eligible for the GIS benefit, you must be
    receiving the Old Age Security pension and meet
    the income requirements.
  • Supplement added monthly to Old Age Security for
    those with limited or no income.
  • Reapply when income taxes are filed

  • The Allowance provides money for low-income
    seniors who meet the following conditions
  • your spouse or common-law partner (same sex or
    opposite sex) receives or is entitled to receive
    the Old Age Security pension and the Guaranteed
    Income Supplement
  • you are 60 to 64 years old
  • you are a Canadian citizen or a legal resident at
    the time your Allowance is approved or when you
    last lived here and
  • you have lived in Canada since age 18 for at
    least 10 years.

Allowance for the Survivor
  • The Allowance for the survivor provides money for
    low-income seniors who meet the requirements
  • you are 60 to 64 years old
  • you are a Canadian citizen or a legal resident at
    the time your Allowance is approved or when you
    last lived here
  • your annual income is below the prescribed limit
  • your spouse or common-law partner has died and
  • you have lived in Canada after reaching age 18
    for at least 10 years.

Canada Pension Plan
  • A CPP retirement pension is a monthly benefit
    paid to people who have contributed to the Canada
    Pension Plan.
  • The pension is designed to replace about 25
    percent of the earnings on which a person's
    contributions were based.
  • Your CPP retirement pension is based on how much,
    and for how long, you contributed to the Plan.

Canada Pension Plan Disability
  • The Canada Pension Plan (CPP) disability benefit
    is available to people who have made enough
    contributions to the CPP, and whose disability
    prevents them from working at any job on a
    regular basis. Eligibility
  • Under 65 years of age
  • Stopped working because of medical condition
  • Contributed into the CPP for at least four of the
    last six years

Survivor Benefits
  • Survivor benefits are paid to a deceased
    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

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
  • The CCTB may include the
  • National Child Benefit Supplement (NCBS)
  • Child Disability Benefit

Housing Services
  • Rent-geared-to-income housing means that tenants
    receive a subsidy so that their rent is equal to
    about 30 of their income before taxes.
  • Centralized application process/Lengthy waiting
  • Exceptions/Special Priority
  • First priority is for victims of abuse
  • Second priority is for the terminally ill
  • Third priority is for over-housed tenants

Housing Help Centres Rent Banks
  • Housing Help Centres provide a wide range of
    services that are designed to assist clients with
    housing matters.
  • Rent Banks may provide free loans to help people
    avoid eviction. Different rent banks may have
    different procedures. Usually run through Housing
    Help Centres.
  • May provide landlord/tenant mediation services

Rent Bank Eligibility Criteria
  • You may be eligible for Rent Bank Service
    assistance, if you meet the following
  • Individual(s)/families with legal residential
    status in Canada who meet the income requirements
  • Be in imminent danger of losing your housing due
    to rental arrears
  • Must be covered by the Tenant Protection Act
  • Have a regular source of income
  • Applicant must be paying market rent
  • Housing must be sustainable

Rent Bank Eligibility Criteria
  • You are not eligible for Rent Bank Service if any
    of the following applies
  • You are currently receiving Ontario Works, ODSP
    or OSAP
  • Applicants in need of first and last month's rent
  • Applicants who fail to produce complete
    documentation as required by the Rent Bank
    application process
  • Applicant who are homeowners

Cooperative Housing
  • Co-op housing is member controlled housing. The
    members who live in a co-op are the ones
    responsible for running the co-op. Each member
    has a vote and every year members elect a Board
    of Directors from the membership. There are no
    landlords. Co-ops are non-profit organizations.
  • There are co-op housing federations and
    associations throughout Ontario. Co-ops have both
    market units and subsidized units

Health Benefits and 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

Eligibility and Application
  • There is a 3-month waiting period for Ontario
    Health Insurance Plan (OHIP) coverage. It affects
    new applicants for coverage and former residents
    returning to Canada after living in other
    countries for long periods.
  • You must apply for OHIP in person and you will
    need three separate pieces of identification to
    demonstrate the following
  • Proof of Citizenship of OHIP Eligible Status
  • Proof of Residency
  • Support of Identity

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

Assistive Devices Program
  • Financial assistance for assistive devices
  • Valid OHIP Card and proof of physically
    disability is required
  • Covers 8,000 pieces pf equipment such as mobility
    visual, communication aids, ostomy and feeding
    supplies and respiratory equipment

Assistive Devices
  • Other organizations also provide financial
    assistance for devices
  • Ontario March of Dimes 1-866-765-7237
  • Easter Seal Society (416) 421-8377
  • Amyotrophic Lateral Sclerosis (ALS) (416)
  • Multiple Sclerosis Society of Canada (416)
  • Service Clubs

Ontario Drug Benefit Program
  • For persons 65 years of age, OW and ODSP
  • Must reside in Ontario for at least 183 days
  • Covers drugs listed in the Ontario Drug Benefit
    Formulary/Comparative Drug Index
  • There is a 100.00 deductible
  • Not all drugs are covered/Section 8 Mechanism

Trillium Drug Program
  • Intended for Ontario residents who have high
    prescription drug costs in relation to their net
    household income.
  • Covers drugs and nutrition products.
  • Deductible based upon income and family size
  • Must have valid OHIP Card
  • Applications are available online or through any

Immigration and Citizenship
  • Immigrating to Canada
  • Citizenship and Immigration Canada (CIC) is the
    federal department that establishes immigration
    policy and determines who can enter Canada.
  • There are different categories of immigrant
    applicants and each has different requirements
    and steps in the application process.

Categories of Immigrant Applicants
    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
    APPLICANTS - For people who want to start a
    business in Canada.
    nominated by province or territory.

  • If you are a Canadian citizen or a permanent
    resident of Canada, you can sponsor your spouse,
    common-law partner, conjugal partner, dependent
    child (including adopted child) or other eligible
    relative (such as a parent or grandparent) to
    become a permanent resident.
  • There are two different processes for sponsoring
    your family. One process is used for sponsoring
    your spouse, conjugal or common-law partner
    and/or dependent children. Another process is
    used to sponsor other eligible relatives.

  • Refugees 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

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

Education LINC Programs
  • Language Instruction for Newcomers to Canada
    (LINC) is a free language training program for
    eligible adult learners.
  • To be eligible for the LINC program, you must
  • be a permanent resident of Canada, or Convention
  • be of legal school-leaving age within your
    province or territory (in Ontario, age 18)
  • take a language assessment test at a Language
    Assessment Centre, to figure out which level is
    right for you

English as a Second Language (ESL)
  • There are many different kinds of ESL programs.
    They are designed for people with different goals
    and levels of English. Clients should ensure that
    the language training program is the right one
    for them. The following serve as examples of
    different types of language training programs.
  • Enhanced Language Training (ELT)
  • English linked skills programs
  • Occupation-specific language training (OSLT)
  • Test preparation classes

Using Online Resources
  • The ability to execute an effective search is
    largely predicated on the ability to conduct an
    effective needs assessment Ask yourself
  • Do I know what I am looking for?
  • Have I asked the client all the right questions?
  • Do I need gather additional information?
  • Which search tool should I use to find the

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
  • Identify search terms to describe those concepts
  • Consider synonyms and variations of those terms
  • Prepare your search logic Have a plan!

5 Criteria for Using the Internet for I R
  • 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

5 Criteria for Evaluating Web Sites
  • Accuracy
  • Authority
  • Objectivity
  • Currency
  • Depth of Coverage

Accuracy of Web Documents
  • Question How do we know a web site is accurate?
  • Who wrote the page and can you contact him or
  • 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

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

Objectivity of Web Documents
  • What goals/objectives does this page meet?
  • How detailed is the information?
  • What opinions (if any) are expressed by the
  • View any web page as you would an infomercial on
    television. Ask yourself why was this written and
    for whom?

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

Coverage of Web Documents
  • Does the web page give you all the information
    that you need?
  • Are the links (if any) evaluated and do they
    complement the documents' theme?
  • Is it all images or a balance of text and images?
  • Is the information presented cited correctly?

Websites for Settlement Workers
  • We have provided a list of helpful websites for
    settlement workers.
  • In addition to these sites, are there others that
    you would recommend?

Wrap-up and Evaluation
  • Please spend a few moments to complete both the
    post-training self-assessment and the training
    evaluation form
  • Thank you for attending and participating in this
    session. You will receive a certificate in the