YMCA Newcomer Services
CASE MANAGEMENT PILOT PROJECT
NATIONAL RAP CONFERENCE
VANCOVER
February 19-23, 2007
by Ugur Ayman
1
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
PROJECT GOALS

To assist 70 GARs & their families to develop a
settlement plan or goal for their first year in Canada

Document a case management model that responds
to the needs of GARs

To assist GARs in the following: achieve their goals;
learn about community services; participate in
community activities
2
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
PROJECT OUTCOMES

To identify the top five goals achieved

Document gaps in community services that assist
GARs in achieving their goals

To identify reasons for client success or lack of
success in achieving their settlement goals

Report final recommendations
3
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
CORE COMPONENTS
1. Screening & Intake Interview
2. Needs Assessment
3. Agreed Upon Goals and Action Plan
4. Information & Referral
5. Service Bridging
6. Motivating & Monitoring
7. Reassessment / Evaluation
4 8. Closure
09/10/2015
by Ugur Ayman
GAR PROFILE
Diverse range of GAR background (age, family composition, country of origin,
high/low needs, etc)
Number of Cases: 70
AGE GROUPS
36 cases; Families with 1 or
more children
7 Couples with no Children
27 Single cases
Total Number of GARs
184 + 9 Canadian newborn
5
09/10/2015
0 - 19 years:
20 – 64 years
96
88
Most populated
25 – 34 years:
48
93 FEMALES
91 MALES
by Ugur Ayman
Case Management Pilot Project (CMP)
GAR CLIENT PROFILE
Top 5 Countries
Top 5 Occupations
Afghanistan – 46%
Student – 34%
Iran – 24%
Homemakers – 13%
Colombia/ Ethiopia – 14%
Administrative – 5%
Azerbaijan/Uzbekistan – 9%
Labour/Teacher/Technician – 4%
Turkmenistan/ Tadjikistan – 7%
Engineers / Service Prof. – 3%
6
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
LEVEL OF EDUCATION Sep05-Feb07
40.0%
30.0%
20.0%
10.0%
0.0%
Series1
7
Grade 8 or Grade 9 to University
less
11
Degree/C
37.0%
13.0%
10.9%
09/10/2015
Some
Post
High
School
Post
Graduate
8.7%
8.7%
3.8%
by Ugur Ayman
Case Management Pilot Project (CMP)
SETTLEMENT NEEDS of GARs Sep05-Feb07
25.0%
Percentage
20.0%
15.0%
10.0%
5.0%
0.0%
Series1
8
Set t lem
ent
Inf o rma
Emplo y
ment
LIN C / E
SL
D o cum
ent at io
n
Educat i
o n and
T rainin
H ealt h
25.0%
9.7%
8.4%
8.1%
8.0%
6.8%
09/10/2015
Emerge C o mmu
Int erpre
ncy:
nit y and
t at io n
Shelt er, R ecrea
5.8%
5.3%
3.7%
C o mpu
t ers/ Int
ernet
3.0%
by Ugur Ayman
Case Management Pilot Project (CMP)
TOP 5 COUNTRIES Settlement Needs
AFGHANISTAN
IRAN
Settlement Information
25.2%
Health
11.9%
Documentation
8.8%
Employment
8.5%
Interpretation
7.4%
COLOMBIA
9
Settlement Information
32.3%
LINC/ESL
11.5%
Employment
9.7%
Emergency: Shelter, Food and Clothing
7.8%
Documentation
7.4%
ETHIOPIA
Settlement Information
17.7%
Settlement Information
19.4%
Documentation
8.8%
Education and Training
17.9%
Familiy Issues
8.0%
Health
14.9%
LINC/ESL
6.2%
Employment
10.4%
Community and Recreation
6.2%
LINC/ESL
6.0%
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
TOP 5 COUNTRIES Settlement Needs
Continued…
AZERBAIJAN
10
Settlement Information
23.5%
Community and Recreation
17.6%
Employment
9.8%
Documentation
9.8%
LINC/ESL
7.8%
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
IDENTIFIED SHORT-TERM GOALS by GARs










11
ESL/Literacy
Employment
Health
On-Going CMP Support
Social Support
Training
Community Involvement
Cultural Orientation
Obtain Driver’s License
Life Skills
09/10/2015










Volunteering
Access info and Resources
Find Affordable Housing
Find School for Children
Find Shopping Locations
Transportation
Own a Computer
Find Childcare
Initial Settlement
Access to Recreational
Activities
by Ugur Ayman
Case Management Pilot Project (CMP)
TOP 5 SUCCESSFUL SHORT-TERM GOALS
FEMALES-TOP 5 SUCCESSFUL SHORT-TERM
GOALS Sep05-Feb07
100
80
60
40
20
0
E S L/ Lit e ra
cy
12
S e rie s 1
85
O n- G o ing
CM P
S uppo rt
C o m m unit
y
Inv o lv e m e
609/10/2015
1
32
F ind
S ho pping
Lo c a t io ns
F ind
S c ho o l f o r
C hildre n
28
26
by Ugur Ayman
Case Management Pilot Project (CMP)
TOP 5 SUCCESSFUL SHORT-TERM GOALS
MALES-TOP 5 SUCCESSFUL SHORT-TERM GOALS
Sep05-Feb07
80
60
40
20
0
Top 5 ESL/Liter On-Going
Successf
acy
CMP
0
13
69
09/10/2015
38
Find
School
Cultural
Orientati
Obtain
Driver’s
17
17
15
by Ugur Ayman
Case Management Pilot Project (CMP)
IDENTIFIED LONG-TERM GOALS by GARs






14
Attend Post-secondary
Education
Skills Training
Employment
Financial Stability
Cultural Integration
Obtain Driver’s License
09/10/2015






Family Re-Unification
Improve Health
Maintain Healthy Family
Credential Assessment
Improved Access of
Communication
Volunteering
by Ugur Ayman
Case Management Pilot Project (CMP)
Ho
ney
m
oo n
Cu
l
ym
e
on
H
oo
tu
re
n
Sh
oc
k
e
oc
k
15
3 Months
Immigrants
A
l Model
n
Sh
RAP
n
atio
t
p
da
iona
Transit
tur
Cul
Emotional State
Arrival
Culture Shock & Emotional State
6 Months 1 Year
09/10/2015
io
at
t
ap
d
A
1.5 Years
GAR
2 Years
by Ugur Ayman
Adapted from Life Skills Support Project “SISO” Atlantic Settlement Conference, Charlottetown, Prince Edward Island,
Case Management Pilot Project (CMP)
CONNECTING WITH…
CIC PROGRAMS
LINC
HOST
NIC
ISAP ORGANIZATIONS / SWIS
16
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
CONNECTING WITH…
BROADER BASE PROGRAMS
HEALTH
EDUCATION / ADULT EDUCATION
SUBSIDIZED HOUSING
SUBSIDIZED DAYCARE
PARKS AND RECREATION
ONTARIO WORKS
SETTLEMENT.ORG / 211TORONTO
DRIVER LICENSE
FOOD BANKS / SECOND HAND STORES
INCOME TAX
LOW COST/FREE COMPUTERS
LEGAL AID
JOB OPPORTUNITIES
VOLUNTEERING
17
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
CIC PROGRAMS…
LINC ATTENDANCE
# of LINC Starters
# of Drop-outs
# of Current Attendees
_________________________________________________Sep2005_____________________________Feb2007___________________________
Literacy Level
13
5
3
Level 1
36
7
16
Level 2
18
7
14
Level 3
12
6
8
Level 4
8
6
3
Level 5
1
5
__________________________________________________________________________________________________________
88
31
+
47
= 78
(28 withdrew+3 moved)
Total Referrals
18
103 – 88 =
Refused
High School
Left RAP
Moved
15
5
4
1
5
09/10/2015
88 – 78 =
Adult School
Works full-time
Attending ESL
10
4
4
2
by Ugur Ayman
Case Management Pilot Project (CMP)
GARs’ BARRIERS FOR NOT ATTENDING
REFERRAL ORGANIZATIONS
Financial
Change in Goals
Location/Distance
Lack of English
Time
Lack of Client Interest
Childcare/Family Dynamics
Social/Cultural issues
Health Issues
Employment/Volunteering
19
16.6 %
11.9 %
11.5 %
9.8 %
9.0 %
7.9 %
7.0 %
6.4 %
4.0 %
0.2 %
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
BROADER BASE PROGRAMS…
DRIVER LICENCE

Information provided for G1,G2 and G stages at GAR
gatherings
Translated information letters are mailed;
i.e. locations for tests, availability of languages to take
knowledge tests

TOTAL 32 GARs - 26 MALES+6 FEMALES have G1, G2 or G

20
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
BROADER BASE PROGRAMS…
LOW COST/FREE HOME COMPUTERS

Contacted organizations and individuals which can provide
computers; i.e. CEA – Community Environment Alliance
“Share-IT Program”; private donations

Currently there are 34 GAR cases with home computers

21
.
CMP Good Practice: Recognizing the role of technology in terms of
communicating and case managing the client. Acknowledging the acceptance
and interest that most GARs have towards the use of computers and
investigating alternative services that can encompass this
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
1.
DIVERSE CASE MANAGEMENT TECHNIQUES
in-person, mail, email, phone, surveys, group meetings,
at other locations
Example: Follow-up survey for referral organizations
translated to different related languages; mail or e-mail
surveys to follow-up with clients; telephone interviews in
GARs’ own language via interpreters
Outcome

22
Case Manager was able to track success of referrals and
other unidentified GAR needs
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
continued…
2.
INFORMATION & REFERRAL
Example: Mail out of translated listings of information
(settlement agencies, food banks, second hand stores,
Tele-health Ontario, etc
Outcome

23
Hard copy of available community resources in GARs
own language; Increased client contact for further
explanation
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
continued…
3.
GAR GATHERINGS AT THE YMCA
Monthly meetings divided into 4 main language preference groups – English, Russian,
Farsi & Spanish
Provided – TTC tickets, refreshments/snacks, space for pre-school children to play,
donated essential items (clothes, toys, etc)
Topics included: Managing money; Health/IFH; Public Transportation; Toronto Parks &
Recreation Welcome Policy; Education; RAP Client Report Forms, Driver License,
Income Tax, understanding rental advertisements; subsidized housing; Tele-Health
Ontario; emergency 911; how to locate jobs; volunteering,
Outcome






24
Reviewed relevant information at later stage of settlement (using ice-breakers, group
brainstorm & other interactive methods)
Created closer relationship among GARs and Case Manager
Establish an informal GAR “network” (peer support system)
GAR feedback for more regular meetings
Generated increased client contact (“Preparation Stage”)
Increased service/community engagement, i.e., registration at NIC Centre, volunteering,
JSW (“Action Stage”)
Reduced isolation & frustration
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
continued…
4.
OTHER SERVICE ORIENTATIONS - Connecting GARs
Ontario Works Employment Placement Program (GARs
who are near the end of RAP)
HOST Program – all GAR clients were registered
Community agencies for training opportunities
Outcome

25
Employment, Training, Volunteering
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
continued…
5.
MENTORING
Example: Soccer group for GAR youth (14 to 22)
supported by Newcomer Professional mentors
Outcome




26
Support goals setting for GAR youth
Increase awareness
Learn leadership & life skills
Explore career & educational options
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES
continued…
6.
OTHER ACTIVITIES
Access to complimentary passes for YMCA Health,
Fitness & Recreation Centres
Peel region program for low-cost home computers
IFH survey review
NYLC- Newcomer Youth Leadership Corps at YMCA
27
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
EXIT INTERVIEW RESULTS
Which information resources were the most helpful in helping you settle
to Canada?
TOP 5 MOST USEFUL RESOURCE OF INFORMATION
100%
80%
60%
40%
20%
0%
% o f client s
28
I&R co mmunit y
/ set t lement
Lang T r aining ES/ LIN C
N at io nal C hild
B enef it
Sub sid iz ed
ho using
Int er p r et ing
ser vices
88%
68%
57%
4 5%
38%
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
EXIT INTERVIEW RESULTS
What did you accomplish during your 1st year?
TOP 5 ACCOMPLISHMENTS DURING 1st YEAR
Sep05-Feb07
50
45
40
35
30
25
20
15
10
5
0
#
29
o f Peo p l e 55
LI N C / E S L
Li t e r a c y
F i nd S ho p p i ng
Lo c a t i o ns
Ha v i ng a n o ng o i ng C M P
s up p o r t
48
48
43
09/10/2015
C o mmuni t y
I nv o l v e me nt
37
F i nd s c ho o l s
f o r c hi l d r e n
30
by Ugur Ayman
Case Management Pilot Project (CMP)
EXIT INTERVIEW RESULTS
What was your biggest challenge during your first year in Canada?
TOP 5 BIGGEST CHALLENGE Sep-5-Feb07
60
50
40
30
20
10
0
# of pe ople
30
Be ing in
Shopping
Finding
Finding a
a ne w
on a low
voca tiona
job
culture/co
budge t
l/job
54
52
09/10/2015
41
23
Finding
subsidize
d
13
by Ugur Ayman
Case Management Pilot Project (CMP)
EXIT INTERVIEW RESULTS
GARs CURRENTLY...Sep05-Feb07
35
30
25
20
15
10
5
0
# of pe ople 55
31
Atte nding a
Look ing for Tak ing care
language
a job
of childre n
program
35
33
09/10/2015
16
In
s chool/coll
e ge
Work ing
full-tim e
paid job
7
4
by Ugur Ayman
Case Management Pilot Project (CMP)
YMCA CMP ACTIVITIES - Challenges









32
Face-to-Face meetings (limited budget for transportation)
Financial limitations – impacting mobility (TTC expense)
Settlement expectations (within one year)
Need for reinforcements (i.e., support, referral, motivation)
Language fluency (need for translation)
Access to Skills Training – not recognized income support,
challenges in accessing funds for skills training programs
Accessing IFH
Duration of RAP program vs. GAR settlement pattern
Housing in remote areas (limited access to community)
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
RECOMMENDATIONS
33

Need to build support; not to become the support- Balance is
crucial

Orientation needs to continue post reception house; make
support structure more casual
i.e. Home visits; desk-free environment; go where the GARs are

Provide coaching for GARs, and keep services in line with the
process of adaptation; Establish short-term goals first to make it
more manageable for GARs; then re-visit the goals to establish
new goals
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
RECOMMENDATIONS continued…
34

Periodic information workshops and social events on a range of topics to
create linkages to GARs’ own communities. This provides GARs with
positive examples of more settled individuals that they can relate to and
learn from

Provide community mapping to inform clients about where the services
are located in their neighborhoods. i.e. settlement agencies, community
health centres, free dental services, food banks, etc.

Information and documentation assistance in different languages
i.e. Application for Subsidized housing at time of arrival at RAP centre;
application forms for children/youth activities at Community Centres
“Welcome Policy”; registration of children to schools, etc.
09/10/2015
by Ugur Ayman
Case Management Pilot Project (CMP)
RECOMMENDATIONS continued…
35

Work in collaboration with community groups i.e. U of T or WES for
“Evaluation of Credentials” at a lower cost/free

RAP client/ program awareness training for ISAP agencies so that they
are better equipped to serve GARs

Track outcomes to identify needs and settlement adaptations of GARs
09/10/2015
by Ugur Ayman
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