Edmonton Immigrant Services Association ANNUAL GENERAL REPORT

Edmonton Immigrant Services Association ANNUAL GENERAL REPORT 2011-2012 36 Years ago EISA was established 4,852 Newcomers served in 2011 – 2012...
Author: Isabella Harris
23 downloads 2 Views 3MB Size
Edmonton Immigrant Services Association

ANNUAL GENERAL REPORT

2011-2012

36

Years ago EISA was established

4,852

Newcomers served in 2011 – 2012

25

Number of EISA Staff

8

Number of Programs

58

Languages Spoken by Staff & Volunteers

Highlight Reel

Table of Contents

Introduction

Our Vision, Mission, Values and Goals…………………………………………………………………….    5 2011 – 2012 Board of Directors...…………………………………………………………………………...  6 2011 – 2012 Staff Members ………………………………………………………………………………… 6 Message from the Chair and the Executive Director ………………………………………………………  7

Programs and Services

Needs Assessment, Information/Orientation and Referral………………………………………………... 7 Bridge-2-Success and Youth Mentorship Services …………………………………………………………  8 Mentorship Services………………………………………………………………………………………...   9 Volunteer Development and Management Services ……………………………………………………….   11 Language Bank Program …………………………………………………………………………………. ..  13 New Neighbors Program …………………………………………………………………………………....17 Youth Civic Engagement Alliance .………………………………………………………………………… 18 English Language Training, Citizenship and Human Rights Education……………...…………………… 19 In-School and Library Settlement Services ………………………………………………………………... 20

Acknowledgements ………………………………………………………………………………….. 24 Financial Report

Treasurer’s Report …………………………………………………………………………………………...  25 Auditor’s Financial Statement...…………………………………………………………………………….. 26

3

Annual Report 2011 to 2012 Our Vision

Newcomers in Edmonton are successfully settled, integrated and actively involved in their communities.

Our Mission The Edmonton Immigrant Services Association (EISA) exists in order to provide programs and direct services relating to Integration, Settlement, Adaptation and Education for new immigrants, refugees and first generation Canadians in Edmonton and surrounding areas, regardless of age, gender, religion, nationality or ethnic origin, to assist them make a smooth transition into Canadian life.

Our Values and Guiding Principals These values drive our relationships with clients, funders, community partners, staff and volunteers: • We value integrity, mutual respect and trust; • We believe that people are our most valuable resource; • We believe in treating people with fairness, respect and understanding; • We believe in responding to changing needs with optimism and creativity; • We value efficiency, consistency, accountability, transparency, and confidentiality; and, • We value working together to enhance services.

Our Primary Goals • • • •

4

To provide diverse programs and services to reflect the growing and changing needs of our clients; To have sustainable funding from diverse sources; To expand and maintain a broad and diverse base of human resources; and, To promote harmony through cross-cultural understanding and anti-racism education.

Board of Directors Chair Vice-Chair Treasurer Secretary Past Chair Members at Large Zelekash Alemu Adbul Lawal Edge Samuel Marge Somkuti

2011 — 2012

Rajiv Sinha Jordan Reiniger Janette De Cordova Celia Smyth George Somkuti Carol Cameron Tinashe Mtshiya Ishwar Shrindatte

Staff 2011 — 2012 Christina Nsaliwa, Executive Director Youming Zhu, Finance Administrator Adriana Gallo/Lidia Pizarro, Clerical Assistant/Receptionist Angelica Quesada/Lourdes Zalcik, Program Coordinator, New Neighbors Program Caridad Bernardino, Senior Coordinator, Language Bank Shyam Autar, Settlement Practitioner, Language Bank Zhuo (Jewel) He, Settlement Practitioner, Language Bank Amanda Zang, Settlement Practitioner, Language Bank, Youth Mentorship and Tutoring Program Debbie Lishingman, English Language Instructor Sheila Gamez, English Language Instructor Jenika Watson, Program Coordinator, Youth Mentorship and Tutoring Program Graham Strauss, Settlement Practitioner, Youth Mentorship and Tutoring Program Gaf Eddy Rwiru, Settlement Practitioner, Youth Mentorship and Tutoring Program Dorina Germinario, Program Coordinator, Mentorship Program Najib Mohamed, Program Coordinator, Youth Civic Engagement Alliance Alex Caldararu, Program Coordinator, Volunteer Development and Management Services Maria Francia Sanorjo, Settlement Practitioner, Needs Assessment, Information/Orientation and Referral Oliver Kamau, Regional Program Coordinator, In-School and In-Library Settlement Services Grazyna Pakos, Team Leader, In-Library Settlement Services Margarita Cameron, Settlement Practitioner, In-Library Settlement Services Kristina de Guzman, Team Leader, In-School Settlement Services Gifty Nelson, Settlement Practitioner, In-School Settlement Services, Fort McMurray Donna Schuman, Settlement Practitioner, In-School Settlement Services Ruth Gitaka, Settlement Practitioner, In-School Settlement Services Bohong Yang, Data Analyst Jessica Smart, Communications 5

A Message from the Chair and Executive Director This past winter, EISA’s staff and Board of Directors engaged in strategic planning to set out a long-term direction to facilitate the provision of programs and services responsive to the needs of all newcomers. The 2012-2017 Strategic Plan, outlines this long-term direction through specific goals, as well as outcomes and strategies for achieving them. EISA looks forward to continue working with newcomers, our community partners, and other stakeholders to ensure that we continue to effectively meet the diverse needs of newcomers and other immigrants. The strategic planning exercise reminded us once again of the numerous strengths of our organization. The broad range of programs and services we offer, our coordinated service delivery model, strong personnel and dedicated leadership led by a dedicated and engaged Board of Directors, a supportive relationship with funders, strong collaborative relationships with community partners, a clear system of accountability, and hundreds of enthusiastic volunteers. We cannot stress enough how reliant our work is on the generosity of community volunteers and our dedicated staff. We pride ourselves in providing quality, needs-responsive services and support to our clients through a multicultural, multilingual and multidisciplinary team of professionals who collectively speak over 58 languages. In 2011-2012, our staff assisted 4,852 newcomers who accessed our various services, and they were assisted by 390 volunteers who donated 6,791 hours of their time. Volunteers were involved as translators, proofreaders, interpreters, resource persons, support providers, fundraisers, administrative support personnel, and of course, on our Board of Directors. This work could not be accomplished without the generous support we have received from our community partners and funders. We would like to thank and acknowledge the Department of Citizenship and Immigration Canada, Alberta Human Services, The City of Edmonton, Family and Community Support Services, Edmonton Community Adult Learning Association, Community Spirit Program, Alberta Gaming and Liquor Commission, Edmonton Public School Board, Edmonton Catholic School Board, Fort McMurray Public School Board, Fort McMurray Catholic School Board and the Edmonton Public Library for their ongoing support of our programs and services.

Rajiv Sinha Chair, Board of Directors

6

Christina Nsaliwa Executive Director

7

Programs and Services Community Connections The Community Connections Program includes the following programs and services: Needs Assessment, Information/Orientation and Referral, Bridge-2-Success & Youth Mentorship, Mentorship Services and Volunteer Development and Management.

Needs Assessment, Information/Orientation and Referral 2011– 2012 has been a good year in that a total of 512 clients received needs assessment through the Community Connections Program, 28% over the annual target of 400 clients. Of these, 315 came under the Economic class, 106 came under the Refugee class, 84 were Sponsored by their family members and 8 came under the Live-in Caregiver class. In the Live-in Caregiver class, most are waiting for their Permanent Residency. Every client that came to the office had to go through a centralized Intake and Needs Assessment process. This process involves determining eligibility for services, assessing the needs of every client, providing relevant information, and building awareness of available resources. It also includes referrals to the appropriate agencies and community organizations that could provide other supports or services needed by our clients. Upon completion of the needs assessment, staff provided newcomers with practical assistance to deal with the challenges of everyday life in Canada, based on identified needs. Services provided included 382 individual and 17 group orientation and information sessions in the following areas: affordable housing, post-secondary education and upgrading, English language classes, employment, help completing government forms such as the Alberta health card, child tax benefits, low-cost or free household items, worker’s rights, available support programs, connection to community organizations, family sponsorship, and settlement crisis counseling. 419 of the assessments resulted in referrals to settlement services offered at EISA, such as translation of documents, and other settlement agencies, such as Edmonton Mennonite Centre for Newcomers, Catholic Social Services and other community service providers. Client feedback was received through post-assessment follow-ups, emails, referrals and interviews. This feedback indicated that needs assessment and referral services enabled them to access the settlement services they needed to address their primary and secondary settlement concerns. They also indicated that the information provided was timely, useful and accurate and helped them make informed settlement-related decisions. They were also better able to understand life in Canada, and access available community resources. With the increase in the number of clients and the walk-in nature of our services, it has been challenging for

8

the Intake and Needs Assessment Settlement Practitioner to be able to meet and assess each client that arrives at EISA. As such, other staff members in the office will be trained on the Intake and Needs Assessment process to ensure that it is as efficient and time-sensitive as possible.

Bridge-2-Success & Youth Mentorship Services In the last year, Bridge-2-Success has provided after school activities, (including tutoring and academic support) at Balwin, Belvedere and St. Catherine Schools, and recreational and social programming at McCauley and Dickinsfield Schools. Bridge-2-Success served a total of 175 immigrant and refugee students, with major countries of origin including: Somalia, Eritrea, Sudan, Ethiopia, Mexico, Colombia and Thailand. Bridge-2-Success staff members all have credentials in Education. Our practices are directed with sound understanding of the Alberta Education Curriculum, post-secondary opportunities and community resources available to youth. Clients rely on the expertise of Youth Program staff in assisting them to make educated decisions about their futures. Bridge-2-Success has enjoyed increased effectiveness in programs which receive supports and feedback from teachers, families, students, school administration and other partners. Our programs allow for student ownership, and this in turn has greatly increased their commitment to the program and attendance. This benefits young people, as they become empowered to make decisions and know that their voices will play a role in determining the direction of the Program. We focus on integration in all our work with youth. Academic support in the Bridge-2-Success Program is delivered in a holistic framework where, students gain an understanding of the curricular materials, and how to interact in their school environment. Through our programs we also host other agencies and groups to share information about Canada and its social environment. Some of these groups include the: John Humphrey Center for Peace and Human Rights, Options, and Edmonton Public Libraries. We offered many opportunities and referrals to get young people and their families involved in community activities. Field trips and overnight trips provided newcomers with exposure to Alberta’s natural environment in various City, Provincial and National Parks. These were complimented by visits to cultural and educational exhibits at the Royal Alberta Museum, Art Gallery of Alberta, TELUS World of Science, and other locations. Youth Mentorship Services provided individualized support in resume and cover letter building, job search assistance, and educational advisement. Our work in fostering the adaptation of youth to life in Canada mostly occurred on a weekly basis, and focused on English language competency and developing life and socialization skills. Feedback, research and best practices evaluation have shown that consistent support from mentors and the broader community is very beneficial for our youth clients. EISA’s partnership with the Edmonton Food Bank allows us to bring snacks to each after school program. We have also cultivated a relationship with the Edmonton Nature Club (ENC). ENC offers a spring field trip

9

to low-income youth and those with barriers preventing them from enjoying nature. For the “Snow Goose Chase”, ENC provided bussing, nature interpretation and lunch, and EISA registered youth participants and arranged staff supervision. In 2011 EISA’s clients enjoyed many opportunities for day trips and overnight excursions in nature due to the interest of Alberta Parks and Recreation, RiverWatch, Parks Canada and Hostelling International in welcoming more newcomers into both Provincial and National Parks. We value these partnerships and look forward to continue introducing more of our clients to Alberta’s spectacular wilderness areas. Through the past year, Youth Settlement Services has fostered a partnership with the Edmonton Karen Community Association in order to continue our history of working with youth and families of their community. Through this partnership, staff assisted community members in applying for project grants, organizing community events, hosting meetings, and delivering programs and activities. Youth from the community benefited from access to leadership programming through the Toastmasters Youth Leadership Program, field trips, and academic support. Through this partnership, EISA benefited from an increased client base, a strengthening of ties with ethno-cultural communities, and furthering working relationships with other non-profit organizations such as the Multicultural Health Brokers/Multicultural Coalition.

Mentorship Services One of the greatest challenge newcomers face after immigrating to Canada is creating a professional and personal network. The Mentorship Services Program pairs new immigrants with a supportive network of community members to help them settle into their new communities. Mentorship Services offers social and recreational group activities to help newcomers build a network and circle of supports. In 2011 – 2012, 74 newcomers accessed the professional mentorship services, approximately 147% over the annual target of 30. 25 clients accessed settlement mentorship services, representing 83% of the target number for the year. 138 clients participated in the 26 group events, including field trips. Three information sessions were also held, two on banking in Canada and one on networking. Clients were very expressive about their gratitude to have free access to such information, and as such, the Program will be hosting information sessions on a once-per-month basis in 2012 – 2013. After performing the initial Intake and Assessment, the Coordinator completes an in-depth assessment to ensure client needs are identified, and to get a better understanding of the settlement needs requiring attention. The Coordinator will also establish if other family members require assistance as well. For example, there have been instances in the past year where a client came in for assistance with employment concerns, and had his children referred to our Youth Programs, while his wife provided with information on available community supports, educational upgrading opportunities, and English language classes. Program activities this past year included one-on-one information/orientation sessions, pairing new immigrants with a supportive network of community members, group social and cultural events, Conversational Circle sessions, career fairs and field trips. Information about events and activities was disseminated through

10

established networks and partnerships with other community agencies, volunteers, and employers. Information was also provided via emails, pertaining to employer connections, Edmonton community events, as well EISA events. A number of partners helped facilitate the Program and contributed to the success of the group activities, particularly the field trips, including: • The City of Edmonton donated Group Leisure Access Passes for up to 30 clients to attend recreational events; • The Edmonton Nature Club donated one school bus for a field trip and provided lunch for the Snow Goose trip; and, • Elk Island National Park provided two free buses and a free overnight camping trip with all supplies included. All in all, our partners donated approximately $3,200 towards Program activities costs for travel, food and camping supplies. Clients who participated in outdoor field trips made numerous comments regarding their enthusiasm and gratitude for being connected to Canadian wilderness retreats either in the city or closeby. Clients reported now having knowledge of park locations and activities to partake in at these wilderness retreats. Long-term friendships also evolved through client/volunteer participation in these activities. Another partnership with the Central Lions Senior Centre allowed Mentorship Seniors to partake in a social and fitness multicultural group. They were satisfied with the social contacts they made, with some even joining future events being held at that Centre. The majority of Mentorship Services clients reported increased knowledge and usage of community supports as a result of the information and support provided by the Program. Clients learned of employment opportunities, settlement services provided by sister agencies, and other available community services and resources. They also established support networks, and increased their knowledge and usage of recreational and cultural activities in the Edmonton area. As a result of the high employment concerns among clients, increasing client knowledge in this area became one of the priorities for the Program. Partnerships were forged with the Edmonton Mennonite Centre for Newcomers and the Business Link to facilitate client referrals between programs. In addition, a program volunteer who is an Employment Counselor facilitated an Employment Skills workshop and continues to assist individual clients on an ongoing basis. A valuable partnership was also formed with Flint Energy Ltd., a major oil and gas company. Mentorship Services organized a Career Event where the company provided valuable interview skills to our clients and offered a direct link for submitting resumes. The clients who participated in the Career Events expressed their appreciation for the knowledge they gained, especially the direct link to a Human Resources department within a large company. As a result, the Coordinator is driven to form further connections with employers from diverse scopes to encourage more partnerships that will benefit this important settlement need.

11

The Mentorship Services Coordinator worked in collaboration with the New Neighbors Program Coordinator in providing supports to a family of six for several months, and one of our volunteers assisted with connecting the family to other needed services and resources in the city. Their evolution has been astonishing, and all members of the family appear to be integrating well and engaging within the Greater Edmonton community. Volunteers donated 236 hours of time to the Mentorship Services Program. One of our volunteer/client matches has been so successful that the two families now socialize with one another on a regular basis. Factors that contributed to the success of the Program include the multiple partnerships formed with other agencies, businesses, and volunteers. These bonds work to increase access to outside resources for clients, assist with providing more prompt resolutions to client concerns, and to broaden the spectrum of low-cost or free services for clients. Client feedback for the Program is obtained through surveys and general emails. The surveys indicate that 90% of clients who participated in professional mentorship and networking matches are more than satisfied with the results. Clients indicated that volunteers assisted them with researching employment and educational options, setting appointments and helping with directions, building social networks, engaging in group events such as visits to Muttart Conservatory, and sharing family, social and cultural supports. It has been a pleasure to observe clients achieve independence as they integrate into Canadian society and develop their careers. It is evident from success stories that by offering support through information sessions and volunteer mentorships, a newcomer can avoid social isolation and increase their personal and career success. During the second year, employment was added as a focus because it was identified as a primary settlement need among our clients in the previous year. By the end of 2011 – 2012, employers were taking the initiative to contact the Mentorship Coordinator for Career Events specific to their company. This can be seen as a great success, as it means these employers are willing and eager to consider newcomers for permanent employer opportunities with their businesses. We are proud that EISA has played a crucial role bridging our newcomer clients with business employers.

Volunteer Development and Management Services 2011 to 2012 was the second year that our organization has utilized the services of a full-time Volunteer Coordinator to enhance our volunteer development and management practices. In addition to regular volunteer recruitment, training, and support, our Volunteer Development and Management Services Program provides an opportunity for newcomers to get engaged in their new communities. The value of our volunteers’ contributions to EISA cannot be overstated. Our volunteers are knowledgeable, dedicated, and community-minded people who have a strong desire to make a positive contribution to the social fabric of our city. Whether they are volunteering as Board Members, Translators, Mentors, Workshop Facilitators, Tutors, Office Administrators, or in any other capacity that we need assistance with, the skills and talents of our volunteers enable us to make a difference in our clients’ lives on a deeper level.

12

In 2011 – 12, we were able to add 183 new volunteers to our database, and overall, a grand total of 390 volunteers (including 20 newcomers who obtained work experience) contributed 6,791 hours of their time to help us fulfill our mandate. To put that in perspective, if the time donated by our volunteers was to be paid at a reasonable rate of $20/hour, our volunteers donated the equivalent of $135,820. A more detailed breakdown of our volunteer totals is seen in the table below:

Program

Number of Active Volunteers Volunteer Hours Donated

Total

390

Language Bank Mentorship Services New Neighbors Bridge-2-Success EISA Board Members AdministrationOutreach In-School Settlement Services

165 26 90 40 11 12 46

2,330 259 2,232 543 374 278 775

6,791

In the past year, we surpassed our goals for volunteer recruitment by 30%. This trend is possible in large part because of the notable service to the community that EISA provides. In addition, we were able to support our volunteers by organizing 3 training and 6 social networking opportunities in 2011 – 2012. The success of our volunteer recruitment and effective partnerships can be attributed to our increased presence in the broader community. The Coordinator participated in 37 community meetings, forums, and presentations, exceeding the annual target of 24 events. Partnerships that were developed over the past year include the following: • The City of Edmonton provided space for Conversation Circles, professional development training, and our annual Volunteer Appreciation. • Volunteer Edmonton provided EISA the opportunity to participate at their volunteer fairs and presentations, and featured EISA in a column they facilitate in The Edmonton Examiner in December which gave EISA more exposure. • CJSR FM 88.5 provided discount rates for us to run ads on its programs. • The Alberta Public Interest Research Group (APiRG) has been very helpful in advertising our volunteer opportunities on its electronic mailing lists free of charge. • The International Centre and Michener Park Community Centre at the University of Alberta provided an opportunity for EISA staff to do presentations for students and residents to learn about our services and volunteer opportunities. • The Canada World Youth Program provided two exchange students to do their work experience with EISA. EISA provided work placement opportunities for 25 students, 20 enrolled in various programs at the University of Alberta, 3 from Grant McEwan University, and 2 from NorQuest College. These partnerships

13

have proven to be very valuable for all involved parties. The Coordinator organized 42 sessions of English-Language Conversation Circles for 33 newcomers in 2011 – 2012. Conversation Circles provided an opportunity for our clients to improve their English conversation skills, learn about Canadian culture, make friends and have a lively conversation in a relaxed and friendly environment. These Circles were facilitated by EISA-trained volunteers, whose primary responsibility were to create a safe space for participants to freely discuss various things and learn from one another. EISA engaged in a 6-month pilot project involving a team of enthusiastic volunteers, the Volunteer Cultural Ambassadors (VCA’s). The primary responsibility of the VCA was to help the organization build working relationships with individuals and organizations that represent different cultural and social communities. We have continued our presence in cyberspace this past year by maintaining a well-used (and well-followed) Facebook page, advertising volunteer opportunities on the electronic mailing lists for the University of Alberta International Centre and Alberta Public Interest Research Groups, and created a profile on the Charity Village online volunteer network. Online activities continue to be very useful in connecting with younger volunteers. We will continue to focus our energies on establishing connections with communities that are underrepresented in our volunteer and client pools by exploring other ways in which we can generate more coverage of EISA’s volunteer opportunities in local media. We also plan to establish solid working relationships with other well-known organizations in Edmonton and surrounding areas.

Language Bank The Language Bank Program provides translation of basic documents needed for immediate settlement, educational and vocational purposes, while our Interpretation Services enable clients to connect with the necessary community services and resources. Language Bank staff also provide eligible clients with orientation and information about life in Canada, and when necessary, make referrals to other community service providers. In 2011 – 2012, a total of 915 eligible clients, which is 14% above our target of 800 for the year, accessed the various services of the Language Bank. Of this number, 818 accessed services for the first time, while 97 were returning clients. 38% of the clients served had been in Canada for less than one year and 24% had been in Canada between one and three years. 80% of the clients were permanent residents under the economic class, family class, and conventional refugees and protected persons. Of the total number of clients served, 144 (or almost 16%) reported other Canadian provinces as their last place of residence. The highest percentages of clients reported China as country of birth with 17%, followed by India and the Philippines with 13% and 6% respectively.

14

Translation and Interpretation

A surge in the number of translation requests marked the last quarter of 2011 – 2012. The Language Bank served a total of 163 clients for this period bringing the total to 544 clients and exceeding our annual target of 405 by 34%. Of those who accessed translation services, 91% reported being very satisfied with the service received and 96 % rated the quality of the translations as best or very good. Receiving requests has been greatly facilitated through the use of a user-friendly client database developed by a technically skilled EISA staff member. This has greatly reduced the time spent recording, organizing and retrieving client information. With the sharp increase in the number of requests however, coping with the demand has been very challenging for the Language Bank team. Translation requests in languages that are in high demand are particularly difficult. Although the number of volunteers has also increased, there were periods when the turnaround time frame could not be met because the volume of requests could not be immediately responded to by the number of available volunteers. Likewise, volunteer availability has also been limited during periods such as examination time (for students) or other significant family events. Furthermore, volunteers come and go, hence, orientating and training new volunteers requires continuous effort. Often, it takes a considerable length of time for new volunteers to get familiar with the process and to hone their translation skills. Unfortunately, some leave the program soon after training, when the demands of a new job and family responsibilities no longer allow them spare time for volunteering. This is the big challenge of running a program that relies heavily on the services of volunteers. The Language Bank however, has been fortunate to have a number of volunteers who have gained extensive experience, and have chosen stay with the program for years. This year, through efforts of the Volunteer Coordinator, an initiative involving a partnership between the Language Banks, a Faculty Member, and students at the University of Alberta, has been piloted in the search for ways to reduce the turnaround time. There is a need however, to review the mechanism and dynamics of such a partnership in order to make it more beneficial for both parties.

Enhancing A Supportive Community

126 new volunteers were recruited in 2011 – 2012 bringing the total number of volunteers available for translation and interpretation to 224. A total of 165 volunteers helped in the translation of 1,051 documents and contributed 2,215 hours to the program. To enhance and improve volunteers’ translation and interpretation skills, two training workshops were conducted. Aside from deepening their background knowledge on translation and interpretation, the sessions also fostered the creation and development of volunteer networks to promote the sharing of information and resources.

Orientation, Information and Referral

A total of 376 clients accessed the orientation, information and referral services while 544 had their documents translated. Of the 376 clients provided with orientation and referral, 317 were provided in individual sessions and 26 in group sessions. Many clients who have accessed the services have been instrumental in bringing in other clients, especially relatives or friends in need of the same services. Former clients tend to share their positive experience and

15

the information they received with their relatives or other people they know. The reputation of the quality of service, spread through word-of-mouth, has been a played a large role in bringing more newcomers to utilize the services provided by EISA. A thorough examination of client concerns has resulted in a better understanding between clients and staff on how to go about meeting identified needs. A workable plan is usually devised with needs specified according to priority and urgency. In order to ensure program efficiency, a schedule is often arranged in a manner that allows clients to come back an obtain assistance for needs that are less urgent. When combined with other services within the organization (e.g. translation and interpretation, English classes, or Conversation Circles etc.) we have found clients are happy they do not have to go to any other place or agency to get the help they need. A comprehensive system of information sharing at EISA is in place: the collection, classification, organization, recording, retrieval and dissemination of information on available resources and services. This information is cooperatively maintained and periodically updated by staff in the different EISA programs. As well, the EISA website continues to be a very good source of information for newcomers especially since it offers links to other services and resources. The considerable success of the Language Bank could be attributed to several factor, including: • The periodic updating of our brochures and directory of available services, by administration staff and volunteers has greatly helped in the dissemination of relevant and current information about our programs and services. As well, the technical, creative and artistic skills of staff have been put to good use in the presentation of our information where many clients find very useful information. • The strong cohesive and collaborative spirit among staff members in the various programs has tremendously contributed towards a more effective marketing strategy for EISA, which in turn has brought more clients accessing services. Connecting clients to services and resources is facilitated through a strategic process of information- sharing amongst staff. • Because most EISA staff can speak languages other than English, they are usually requested to serve as interpreters for clients with limited English skills. Newcomer clients who have learned of our services through word-of-mouth, have more confidence to come and seek information they require, since they know there is someone available who speaks their language, fully understands the challenges they experience, and is able to help them. • Attendance and participation in conferences and other professional development activities greatly helps staff in getting informed of the current immigration and settlement trends. Conferences also provide updates on new developments and policy changes enabling them to provide the most up-to-date information to clients. • The construction of a user-friendly client database has made the documenting, organizing and retrieving of client information easier, quicker and more efficient. Some of the challenges included: • Responding to clients with language barriers is always a challenge. Staff members require more time

16





• •



attending to these clients and providing needed services when there are communication barriers to be addressed. Assistance from other staff members who speak the language of the clients has considerably eased this situation, but unfortunately has also put them in a situation wherein their own schedule of activities for that day is disrupted. With the continued increase in the number of requests and the volume of documents brought by clients, the goal of reducing turnaround time has become a persistent challenge. The translation of documents in a two-fold process which first requires the initial translation, followed by a thorough review of the document and proofreading. If there are multiple documents and pages, the time frame for a completed document can increase exponentially. To cope with the demands of this task, more volunteers have been requested to assume proofreading roles to help in reviewing the translations done by our new volunteers. As in most transitions, new proofreaders also need time to get the “feel” of their new role and to sharpen their skills. Request for translation services in some languages that are not in high demand often poses a challenge. Volunteers who sign up at a period when there are no assignments for them often lose interest, which then creates a gap when the need for their service arises. Involving these volunteers in other programs and activities has helped in sustaining volunteer interest in the program. Since the program is volunteer-based, the process of orienting new volunteers to replace those who are leaving is a n ongoing challenge. Devising a strategy to retain good and reliable volunteers (possibly through the use of incentives) could ease this seemingly-unending transition period. Because many of our volunteers have full-time jobs with work shifts occurring during regular business hours, it is often difficult to respond to requests for interpretation. As well, a few newcomer clients who request the service sometimes have expectations that are beyond what volunteers are able to provide. To make it more manageable for our volunteers, the availability of interpretation service is now mainly directed towards meeting their settlement and integration needs. A few volunteers do not have ready access to a computer. Putting an additional computer in the volunteer computer work station so that more volunteers can help with the preparation of documents could reduce the waiting period.

Priorities for the 2012-2013

• Improvement and updating of the Language Bank volunteer database so that it is more efficient and userfriendly; • Recruitment of more volunteers to strengthen the capacity of the Language Bank to respond to the everincreasing demand for translation and interpretation service especially for languages like Arabic and Spanish; • Searching for possible ways to provide incentives for the retention of competent volunteers; • Organizing and conducting more training workshops for new translators and interpreters as well as new proofreaders so they are better prepared for the job; • Organizing more volunteer networking sessions to encourage new volunteers to share information and resources such as the preparation and sharing of glossaries, templates and samples, etc.; • Working collaboratively with other stakeholders to more efficiently design project initiatives, such as partnerships with outside groups; and, • Connecting with other organizations who offer translation and interpretation services for the potential sharing of best practices, resources, and ideas on how to address common challenges.

17

New Neighbors Program The New Neighbors Program has been in existence for over fifteen years, providing newcomers and established immigrants with practical assistance for the challenges of everyday life in Canada. Over the years, the program has experienced changes in the influx and profile of immigrant families coming to Edmonton, a severe economic downturn, and increased accountability requirements. This has resulted in changes in the Programs’ focus and the development of various tools in order to meet the changing needs of our clients and fulfill accountability specifications. In 2011, the Program continued providing various supports in order to help newcomers overcome the stress and frustrations of moving to a new community in a foreign country. The program had three clearly defined objectives in order to strengthen other services provided, namely: • Increasing the number and nature of group events; • Enhancing volunteer monitoring and support; and, • Keeping up-to-date with immigration trends, changes in immigration policies and procedures. An added focus on group events led to an increase in the number of events offered from 14 in 2010 to 27 in 2011. As a result, 655 newcomers participated in the New Neighbor’s group events in 2011 bringing the total number of program participants to 1,302. 16 of the events had a social and recreational emphasis that provded an opportunity for newcomers to build a network of peer supports to help them settle into the community. An additional 11 consisted of information sessions on topics such as financial literacy, landlord and tenant issues, Canadian law, income tax clinics, and immigration & citizenship information. The program matched 66 newcomers with a supportive network of community volunteers who assisted them in such areas as: practicing English, learning about Canadian customs and practices, providing friendship and emotional support, and addressing educational and employment concerns. Newcomers reported that they felt supported, encouraged and connected as a result of the assistance provided by Program volunteers. In more than 60% of the matches, both the newcomer and the volunteer felt comfortable enough to involve each other’s families in the match activities. The Program Coordinator provided more systematic monitoring and follow-ups with volunteers, and provided three opportunities for volunteers to network, share experiences and best practices. This collaboration between volunteers and the Coordinator assisted the volunteers in their roles of helping newcomer with diverse settlement needs. Staff members have also kept up-to-date with immigration trends and changes in immigration policies and procedures, in order to effectively respond to client issues and concerns. In 2011, 45% of the clients we served were looking for guidance on immigration issues and concerns. It is essential for Program staff and volunteers to provide newcomers with accurate information in order to prevent or reduce the stress and frustrations many experience during their settlement process.

18

The program is taking full advantage of the new volunteer and client databases, and hopes to have them synchronized with the new City of Edmonton FCSS data reporting requirements. The collection of information is becoming easier, and under the slogan of “collecting only what is needed”, the 2012–2013 reporting period will be even more straightforward.

Youth Civic Engagement Alliance (YCEA) Program The Youth Civic Engagement Alliance (YCEA) program aims to promote a strong sense of citizenship and national cohesion, by providing immigrant and refugee youth with leadership skills, service learning and cross-cultural bridging opportunities. The purpose of the program is to provide access and opportunity for immigrant and refugee youth to get involved in their communities. Many newcomer youth tend to settle or join groups related to their cultural, religious or ethnic backgrounds, and consequently, they end up isolating themselves. YCEA promotes civic pride, core democratic values, and a sense of belonging through its various activities such as: leadership training sessions, service learning, recreation, mentorship and business training. Program partners included the Edmonton Karen Cultural Association and Edmonton Public and Catholic School Boards. YCEA was promoted in high schools, ethno-cultural communities, non-profit organizations, settlement agencies, post-secondary institutions, local businesses and the community. Twenty immigrant and refugee youth from Karen, Thailand, Fiji, Vietnam, Iraq and Syria were recruited, and 8 actively participated in the program. Program activities included an orientation session, 7 leadership training sessions, 3 youth activities and 2 volunteer placements. took place over the year. In addition they participated in total of 11 hours of recreational activities. Leadership sessions covered topics such as: roles and responsibilities of Canadian citizens, human rights, understanding the legal system, multiculturalism and immigration, employment rights, leadership in communication and effective public speaking. A multicultural youth gathering was held, and the youth visited the Alberta Legislature and attended the Edmonton Film Festival. The youth also had the opportunity to volunteer at the Edmonton Food Bank and Hope Mission. The Alberta Civil Liberties Research Center and the Edmonton Toastmasters Club played a critical role in supporting the program. These organizations helped deliver sessions on roles and responsibilities of Canadian citizens and interpersonal and cross-cultural communication development. The program is in its first year, and continues to improve relationships with schools, businesses, settlement agencies and ethnocultural communities within the city. These positive relationships have been essential in the promotion of the program. Youth who participated in the Program reported an increase in knowledge and appreciation of their roles and responsibilities as Canadian citizens. They also reported an increase in confidence in communicating and sharing their own experiences and opinions regarding social issues, as well as other thoughts and ideas. All youth who participated in the program had an opportunity to learn about each other’s cultures and form friendships with other youth. For some youth it was their first volunteering experience in Canada, and expressed they were excited to learn about other volunteer opportunities in their school and community.

19

English Language Training, Citizenship and Human Rights Education The objective of our English as Another Language (EAL) courses is to provide basic English language training to adult immigrants and refugees. Courses are designed to facilitate the social, cultural and economic adaptation of newcomers into Canada so they become active participants in Canadian society. Instructors continue to be guided in their teaching by the Canadian Language Benchmarks (CLB) which are national standards based on a functional/skills-based approach to language learning. In 2011, 228 individuals participated in our EAL, Human Rights and Citizenship Education courses at Beginners, Intermediate and Advanced levels. Reading, writing, conversation, pronunciation, and comprehension were the main focus of the Adult Basic Literacy and ESL courses. The Health and Wellness course covered a variety of health-related topics – such as essential information on parts of the body, symptoms of illness, home remedies, a visit to the doctor, prescriptions and the pharmacist, visit to the dentist, nutrition, shopping, restaurants and menus with emphasis on free conversation exchanges, personal response to said topics and unit related vocabulary building. Community and Personal Support and Human Rights Education courses covered a range of topics, including the official and minority languages of Canada, multicultural heritage, Aboriginal Peoples rights, human rights and responsibilities, using the telephone directory, eating out, banking, shopping, winter driving, traffic signs, Canadian legal system, and available community resources and services. All courses consisted of an integrated program of listening, speaking, writing and reading. The higher level class emphasized communication – encouraging students to use the English language to express their own ideas and feelings. Course activities included interactive presentations, guest speakers, field trips to various places of interest and a celebration of cultures. The classes continue to be very popular among adult learners, with large class sizes due to high demand. The large class sizes made it difficult to pay more attention to individual needs. Our classes provide a relaxed atmosphere in which students can learn English while adapting to the culture and customs of their new country. Outcomes measurement questionnaires are conducted at the completion of each course. Generally, the learners expressed that they enjoyed all the classes, and they found the learning environment positive and respectful. Based on the student course evaluations and staff reports, the students goals for the Program were achieved. Course evaluations show that 98% of the learners found the topics covered very useful and helpful. 100% of the learners indicated that they learned useful terms, more vocabulary, feel more confident speaking English, improved their writing skills, and made new friends. With the funding support from the Edmonton Community Adult Learning Association (ECALA), we continue to offer classes at McKee Elementary School, 10425-51 Avenue and at Nazarene Church, 10712 - 29 Avenue.

20

In-School and Library Settlement Services The In-School and Library Settlement Services program completed its first year as a full-fledged program. A total of eleven schools and five library branches were served by both programs. During the past three years, staff from the In-School Settlement Services program were hired individually by three sister agencies namely; Catholic Social Services, Edmonton Mennonite Centre for Newcomers and Edmonton Immigrant Services Association. However, with effect from April 1, 2012, all the staff came under the umbrella of Edmonton Immigrant Services Association. While the school Settlement program maintained the same number of schools it served last year, the Library Settlement program, added two extra branches bringing the total of branches where the program is delivered to five. Currently, the program is offered in the following branches: Millwoods, Londonderry, Stanley Milner, Whitemud Crossing and Castle Downs. In 2011-2012, both programs served a total of 1,499 newcomers and the top four countries of origin were India, Philippines, Pakistan, and China. The immigration categories served included: 275 family class, 427 refugees, 659 economic immigrants, and 138 other immigrants. Out of the 1,377 clients who received a needs assessment, 560 were referred to other settlement services, while 817 were referred to other community services in the city. Both programs continued to deliver needed settlement services including needs assessment, information and orientation, referrals, interpretation, solution focused counseling, group information sessions, and basic computer classes for newcomer families. The top three emergent needs were employment-related, housing, free opportunities to practice English language skills and immigration concerns. Feedback from clients strongly indicated that services were generally provided in a timely and professional manner. Most clients who accessed services through the Library Settlement program expressed their delight with extended hours of services, since services were delivered during the day, late evenings and the first Saturday of every month. 32 group presentations were offered in the form of computer classes or information sessions. “Basic Computer Classes for Newcomer Parents” was offered in four schools namely: Queen Elizabeth High School, Grace Martin, Crawford Plains and St. Elizabeth Elementary Schools. The Practitioners had noted that newcomer parents with limited English and lack of computer literacy skills could not access the PowerSchool Zone, a web portal where information related to students and school is currently stored. The eight-week long classes were taught by Settlement Practitioners, who were assisted by high school student volunteers. Overall, 40 newcomer parents attended the classes and each one of them got a free computer, courtesy of Alberta Computer for Schools program. Newcomer Orientation Week (NOW), was developed prepare newcomer students for the first weeks of Canadian High School life. It took place during the last two weeks of August 2011 and received a lot of media publicity. This year, the program was offered in two high schools namely: Queen Elizabeth High School and St. Joseph High School. 25 peer leaders were recruited and trained during a two-day “train the trainer” session. A total of 37 newcomer students to Canada attended the three-day, peer-led orientation in their respective schools.

21

Promising Practices

• Having operational guidelines, terms of reference and best practices documents helped define roles, and responsibilities of every partner involved in the program. • Using a coordinated approach in the service delivery ensured that standards were consistent, that duplication of services was avoided and that each partner received communication reports about the progress of the Program. • Frequent meetings by the Steering Committees, Settlement Practitioners and School Staff helped to keep lines of communication open among the partners. The meetings also helped in ascertaining whether every party was fulfilling their expected obligations. • Expansion of service delivery points and introduction of extended service hours. This helped in reaching out to more potential clients who would not have sought settlement services because of busy work schedules. • Delivering newcomer orientation to Canadian schools in August when the rest of the school was away. This program helped newcomer students undergo a focused and a personalized orientation to school. • Jointly working with participating schools to offer computer schools in evening - so that newcomer parents could learn how to access vital school information. The Program has been invited by the Public School Board to share how this program could be replicated by other community organizations who are working with new families. • Development of Best Practices document for Library Settlement Services Program. The document focused on how outreach and promotion, orientation and training, referrals, communication, and evaluations ought to be done within the program. The following partners facilitated the program and achievement of outcomes: • School Boards — The School Board was instrumental in identifying and linking us with schools which had high newcomer students and families. The boards’ role contributed towards helping newcomer clients obtain settlement services essential for their settlement needs by going to schools rather than the agency’s central office. By being active partners in the project, the district staff increased their awareness of newcomers’ settlement needs and challenges, which was another intended outcome. • Edmonton Public Library — Like the School Boards, Edmonton Public Library played a critical role in enabling newcomer clients access appropriate settlement services and resources from various library branches in the city. By agreeing to the partnership, clients were able to access services and resources from different locations other than the agency’s office. Having Community Librarians refer all newcomer clients to the settlement practitioners and reviewing whether this was done consistently helped meet the project outcome which specifically states, “School and Library staff members are referring newcomers to settlement services.” • Other community service agencies in schools — The In-School Settlement Services program developed partnerships with agencies that were providing different services to the same clientele as the Program. In one of the school, all of the ten organizations that were providing different services, came together to develop a collective brochure. This undertaking made it easier to link our clients, not only those from the school but those outside as well. This action helped us ensure that we were meeting one of our outcomes, ensuring that clients were linked to a broad range of available community services and resources.

22

• (continued) In one of the schools, all of the ten organizations that were providing different services, came together to develop a collective brochure. This undertaking made it easier to link our clients, not only those from the school but those outside as well. This action helped us ensure that we were meeting one of our outcomes, ensuring that clients were linked to a broad range of available community services and resources.

On behalf of the Edmonton Immigrant Services Association, it is with great pleasure and pride that we present to you our Annual Report for 2011 – 2012. Thank you all for another very successful year.

Rajiv Sinha Christina Nsaliwa Executive Director Chair, Board of Directors May 30, 2012

23

Acknowledgements A World of Thanks to all our volunteers for their dedication and commitment to making a difference in the lives of new immigrants and refugees. We would also like to extend our thanks to all our partners. A special expression of appreciation also goes to all our clients over the years.

Our Funders and Donors We would like to acknowledge our funders and their staff for ongoing support of EISA and enabling us to fulfill our mandate. Citizenship and Immigration Canada • Department of Canadian Heritage • Alberta Employment and Immigration • Alberta Human Rights and Citizenship • The City of Edmonton • Edmonton Community Adult Learning Association • Alberta Liqour and Gaming Commission

Our Partners Action for Healthy Communities • Alberta Civil Liberties Association • Alberta Parks and Recreation • Alberta Public Interest Research Group • Avondale Elementary School • Balwin Junior High School • Belvedere School • Big Brothers and Big Sisters of Edmonton and Area Society • Canada World Youth • Catholic Social Services • Center for Race and Culture • Central Lions Senior Centre • City of Edmonton • CJSR FM 88.5 • Crawford Plains School • Dickensfield Junior High School • Edmonton Catholic School Board • Edmonton Federation of Community Leagues • Edmonton Food Bank • Edmonton Karen Community Association • Edmonton Mennonite Center for Newcomers • Edmonton Nature Club • Edmonton Public Libraries • Edmonton Public School Board • Elk Island National Park • Grace Martin Elementary School • Grande Prairie Public School Board • Grant MacEwan University • Flint Energy Ltd. • Fort McMurray Catholic School Board • Fort McMurray Public Schools • Grande Prairie Immigrant Settlement Services • Grande Prairie Regional College • Hope Mission • Hostelling International Canada International Centre • John A. McDougall School • John Humphrey Centre for Peace and Human Rights • McCauley Elementary and Junior High School • McKee School • Michener Park • Mother Theresa Catholic School • Multicultural Association of Fort McMurray • Multicultural Health Brokers Co-operative Ltd. • Edmonton First Church of the Nazarene • Northern Alberta Institute of Technology • NorQuest College • Prairie Center of Excellence for Research on Immigration and Settlement • Queen Elizabeth High School • RiverWatch • Rundle Park Elementary School • St. Catherine Elementary and Junior High School • St. Elizabeth Elementary School • St. Jerome Elementary School • St. Joseph Catholic High School • Supporting Culturally Diverse Youth • The Business Link • The Family Center • Toastmasters Youth Leadership Program • University of Alberta • Volunteer Edmonton 24