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Providing I&R For Immigrants Suzanne Klassen INFORMATION SERVICES VANCOUVER. INFORMATION SERVICES VANCOUVER:. Runs 1 general I&R line and 4 specialized lines, all are 24/7: VictimLINK (BC and Yukon) Alcohol and Drug Line (BC and Yukon) Problem Gambling Help Line (BC) - PowerPoint PPT Presentation
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Providing I&R For
ImmigrantsSuzanne Klassen
INFORMATION SERVICES VANCOUVER
INFORMATION SERVICES VANCOUVER:
Runs 1 general I&R line and 4 specialized lines, all are 24/7:
• VictimLINK (BC and Yukon)• Alcohol and Drug Line (BC and
Yukon)• Problem Gambling Help Line (BC)• Youth Against Violence Line (BC)
Will launch 211 for Metro Vancouver in Spring of 2010
ISV:• Has 28 employees who speak 11
different languages• Uses CANTalk which is a 24/7 real time
interpretation service• Runs the KATHY service, which is for
newly arrived immigrants• Has been in working group and has
delivered training for the Canadian Red Cross on their FIRST CONTACT line for refugee claimants.
Some stats:• Vancouver has 580,000 people
(increasing by 6,000 per year)• 51% of Vancouverites self-identify as
“visible minority”• 45% of Vancouver’s population are
newcomers • (“newcomers” = “immigrants”) • Seattle: 17%, L.A.: 40%, Reno: 19%
LEARNING OBJECTIVES:• To understand agency
requirements related to providing services to newcomers,
• To understand the typical stages of acclimatization that newcomers go through
• To gather ideas, strategies and skill sets for directly providing I&R to newcomers
AGENCY FOUNDATIONS:
“Reflect and Connect”
Agency Foundation #1:Agency should reflect the population
it is serving:• Hire staff who have immigration
experience (and make use of their experience in training staff who have not, and mentoring new staff from same language group)
• Hire staff who have language capability and use interpretation services
Agency Foundation #2Connect to the communities you
want to serve via:• Consultation with other agencies,
government bodies and key individuals• Participation in working
groups/collaborative efforts• Training exchanges• Public events and media
Agency Requirement # 3
Anti-discrimination and anti-oppression training, policy and procedure:
• Gives staff tools and context to deal with discriminatory comments
• Gives staff tools and context for being allies
• Promotes healthy communities
The Witness-Centred Approachand Anti-discrimination
Response Training The witness-centred approach was
developed by Dr. Ishu Ishiyama at UBCAngela Brown (Vancouver School Board)
is the developer of A.R.T.For more information, Google search the
words:A.R.T. anti discrimination response
training
Agency Foundation #4:Review and add to Resources
and Publications:• Collect publications/forms in the
languages your clients need • Collect community publications and
directories• Decide how far to go on issues
involving legal systems and procedures, and have clear policy for when you will offer interpretation
Agency Foundation # 5
Ensure your computer system captures the information you need to track:
• Unmet needs• Publicity (how did you find our number)• Interpretation (staff or service; directly
for client or agency)• Advocacy• Follow Up and survey
The continuum is two-way, complex, and long term
(And not necessarily a straight line)
Survival
Safety
Social
Esteem
Settlement
Acclimatisation
Adaptation
Integration
Temporary Housing
FoodClothingHealth Care
May have to rely heavily on others for translation, transportation, finance
Enter job market
Establish Social Networks
Isolation, trauma
School Job Club
Affordable Housing
Career Advancement
Accessing institutions
Entry into field of prior career
Adapt and/or reassess values and cultural identity
Vote
Adapt to using English in everyday life at work/school etc
Participate in (and change) socio-political and cultural institutions
Tools for Every Stage:1. Contact2. Assessment3. Address problem/issue/need
(I&R)4. Check and disengage
ContactGoal is to
establish:• Rapport• Focus on patron• Professional
service
Tools:• Tone• Empathy/Supportive
Listening• Accept emotions
ContactFor Newcomers: May be exactly the
same! But may include : offer of language options, explanation of service and confidentiality. Let caller lead level of formality. Allow for more time if caller is not speaking their own language.
Assessment GoalsGoal is to understand:• What the problem is• What the caller needs (may be different
than what they initially assert)• How able the caller is
For Newcomers: you may need to provide some cultural maps in terms of how the issue is viewed or situated (but watch this!- let caller lead if possible). Sometimes may need to give system overview here to situate the issue.
Assessment Tools
• Active Listening• Clarify• Paraphrase• Acknowledge• Normalize
• Respectful Interruption
• Establish Boundaries
Assessment Tools
For Newcomers: allow for language processing mechanics. Never assume! Clarify as needed (both the caller’s situation and the system response). If you get something wrong or misinterpret, apologize! Normalize with facts (many newcomers feel frustrated with the credentials/employment situation)
Address Issue/Need with I&R
Goal: to generate approaches/solutions:
• With the caller• With options • Keeping the
client’s abilities in mind
Tools:• Prioritize/plan• Inform• Empower• Give Referrals
Address Issue/Need with I&R
For Newcomers: • Client’s (informed) priorities! • Don’t overwhelm client with information. • For delicate situations can use “trial
balloons”. • Give information about what the client will
have to bring with them and what to expect.
• Give self-advocacy skills (ask for…, say that you want…).
• Connect to service if required, or let client know how to arrange interpretation service if available.
• Remind of Resiliency
Check and CloseGoals :• To make sure
client understands the plan and has the info required to follow through
• To bring the interaction to a close
• To invite them to call back if needed
Tools:• Summarize
and repeat• If required use
firmer closing and review process
Check and Close
For Newcomers: • Checking numbers/addresses important. • Make sure you have their number (and
permission!) if you’re doing advocacy. • Offer follow up.• Encourage them to contact your service
again.• Record unmet needs