Researching Francophone FINAL EO Service Gaps REPORT

Researching FrancophoneEO Service Gaps

FINALREPORT

Literacy Network Northeast amp partnerCoalition Ontarienne de formation des adultes

March 2015

Coalition ontarienne deformation des adultes

iii

Project Host and Lead Literacy Network Northeast

Partner Coalition Ontarienne de formation des adultes (COFA)

Author and Project Researcher-Coordinator Denyse De Bernardi

Project Manager Kaitlin Taylor

Clear Writing Melissa Alers

Design and Layout (Desktop Publisher) Steve Knowles The Right Type

Evaluator Sylvain Lapointe

This Employment Ontario project is funded by the Ontario government and the 2014-2015 Service Delivery Network Development Fund

This report may be reproduced in part or in whole provided the source is acknowledged

The opinions and interpretations expressed in this publication are those of the author and do not necessarily reflect those of the Ministry

Coalition ontarienne de formation des adultes

iv

Acknowledgements

This report would not have been possible without the collaboration and support of many community partners organizations and individuals who contributed their valuable time and expertise to the success of this project We would like to thank each one for sharing their thoughts experiences feedback and knowledge of Employment Ontario Employment Services Francophone Literacy and Basic Skills agencies Regional Networks and Support Organizations

Many thanks to the Project Advisory Committee whose diversified expertise of Employment Ontario programs and services provided valuable contribution to the research and helped guide this project to a successful completion

Special thanks and appreciation are expressed to the Ministry of Training Colleges and Universities Service Delivery Network Development Fund for its financial support

v

Table of Contents

1 Introduction 1

2 LBS Performance Management System 22 1 Overall service quality 22 2 Organizational Capacity 22 3 ES Performance Management System 3

3 Project Description 5

4 Project Activities 6

5 Project Products 7

6 Project outcomes 8

7 Limitations 9

8 Methods 108 1 Project Advisory Committee (PAC) with key field experts 108 2 Literature review 118 3 Surveys 128 4 Consultation sessions 12

9 Webinars 149 1 Initial Webinars 149 2 Final Report Webinars 15

10 Newsletters 16

11 Overall Findings 17

12 Best Practices 21

13 Proposed Recommendations 24

14 Post Implementation Follow up and Support Section 26

15 Conclusion 27

16 Appendices 29Appendix 1 ndash Terms of Reference 30Appendix 2 ndash Work Plan 35Appendix 3 ndash Evaluator Work Plan 39Appendix 4 ndash Summary of Initial Research 42Appendix 5 ndash Summary of Survey Findings (Interim Report) 49Appendix 6 ndash Interim Report Newsletters 54Appendix 7 ndash Interim Report Webinars 55Appendix 8 ndash Final Report Newsletters 56Appendix 9 ndash Final Report Webinars 57

vi

1Researching Francophone EO Service Gaps mdash Final Report

1 Introduction

ldquoToday approximately 612000 Francophones ndash or five percent of Ontariorsquos population ndash call Ontario home Many of our provincersquos larger cities boast vibrant pockets of French-speaking residents from all over the world But there are many small communities across the province with populations that are mostly Francophone especially in northern and eastern Ontariordquo1

The Literacy and Basic Skills (LBS) program delivered through Employment Ontario (EO) helps adults develop and apply communication numeracy and digital skills to achieve their goals The program is divided into four streams customized for Aboriginal Anglophone Deaf and Francophone learners The LBS program serves learners who have goals to successfully transition to employment post secondary apprenticeship secondary school and increased independence The program includes learners who may have a range of barriers to learning

The Francophone LBS stream 40 sites spread out across the province almost half of them being in Northern Ontario delivers Literacy and Basics Skills through community-based agencies local school boards and community colleges

Service providers of Francophone Literacy and Basic Skills programs have expressed a need for further research into the gaps affecting practitionersrsquo ability to receive support and participate in service coordination literacy planning information and referral access to Francophone tools and resources and Employment Ontario programming As a result of this projectrsquos research Regional Networks and Support Organizations will have additional data and recommendations to implementuse This will help to support Francophone service providers to have equal access to training and resources as well as improve their capacity to assist Francophone learners to achieve their employment goals

1 Celebrating Ontariorsquos Francophone Communities (2014 November 21) Retrieved March 1 2015 from httpswwwontariocablogarticlephppost=299-celebrating_ontarios_francophone_communitiesampLang=EN

2 Researching Francophone EO Service Gaps mdash Final Report

2 LBS Performance Management System

21 Overall service quality

The Literacy and Basic Skills Program Performance Management System (LBS PMS) assists service providers to be more effective customer-focused and efficient in achieving a high standard of overall service quality Under the LBS PMS effectiveness customer service and efficiency results are monitored and reported on In a mature system all three are balanced and evaluated as part of the overall service quality and in relation to one another

The effectiveness dimension measures those being served by the LBS service provider and includes four performance measures suitabilitylearner profile completion of goal path learner progress and learner gains

The customer service dimension has two core performance measures customer satisfaction and service coordination

Efficiency is the final dimension of service quality and includes one core measure and one indicator Efficiency measures the percentage of the targeted number of learners with an active learner plan

22 Organizational Capacity

ldquoThe LBS PMS seeks to obtain and improve results over time Its foundation and success are in the strength of the service provider in planning resourcing communicating and measuring While they do not contribute directly to the measurable standard of overall service quality they are key to the MTCUrsquos service funding decisionsrdquo2

The LBS PMS supports ongoing program design development innovation and decision-making It sets out core measures of performance that contribute to an overall service quality

2 2014-2015 Literacy and Basic Skills Service Provider Guidelines (2014 April 1) Retrieved March 1 2015 from httptcugovoncaengeopgpublicationslbs_2014_2015_service_provider_guidelines_sdb_approvedpdf

Researching Francophone EO Service Gaps mdash Final Report 3LBS Performance Management System

standard It ensures that results are assessed on customer service effectiveness and efficiency and that all three are balanced and evaluated as part of the overall service quality The PMS provides a structure for service providers to achieve contracted commitments and to build solid sustainable customer-focused services3

23 ES Performance Management System

ldquoThe performance management system is a vital tool for both service providers and MTCU for service planning delivery and management It helps service providers deliver effective customer-focused and efficient services to achieve a high standard of overall service qualityrdquo3

ldquoThe ES PMS ensures that effectiveness customer service results and efficiency results are monitored and reported on All three are balanced and evaluated as part of overall service qualityrdquo4

The effectiveness of the service is measured by who the organization serves (participant suitability) and by what the service achieves for those clients (service impact)

3 Employment Services Performance Management System for Service Delivery Site Managers (nd) (2011 June 19) Retrieved March 1 2015 from httpwwwtcugovoncaengeopgpublications20110619_es_pms_sdsm_training_guidepdf

4 Employment Service Service Provider Guidelines (2014 April 1) Retrieved March 1 2015 from httpwwwtcugovoncaengeopgpublicationses_2014_2015_sp_guidelinespdf

OVERALL SERVICE QUALITY (LINK TO FUNDING)

Literacy and Basic Skills

Service Quality Dimensions Measures and Weights

SERVICE QUALITY DIMENSIONS OF SUCCESS

Effectiveness 60bull Suitability Learner Profilebull Completion of Goal Pathbull Learner Progressbull Learner Gains

SERVICE PROVIDER CAPACITYbull Measuring bull Resourcing bull Planning bull Communicating

AGREEMENT amp GUIDELINE COMPLIANCE

Customer Service 30bull Service Coordinationbull Customer Satisfaction

Efficiency 10bull Learners Served

Researching Francophone EO Service Gaps mdash Final Report4 LBS Performance Management System

There are two components to the Customer Service dimension Customer satisfaction tells how satisfied both individuals and employers are with the service Service coordination tells how well service providers are integrated with other services in the community by tracking supported referrals in and out of Employment Services

Efficiency is the third dimension of service quality and included two core-measures with two indicators assisted services intake and information sessionsworkshop activity5

Taking into consideration these Performance Management System (PMS) models this project aims to assist Francophone LBS agencies and EO Employment service providers to meet their requirements Also to receive more support to improve their capacity to assist the Francophone population that is underrepresented in the labour market

For complete details on the Performance Management Framework of Employment Services and Literacy and Basic Skills please see the Ministry of Training Colleges and Universities website httpwwwtcugovoncaengeopg



Employment Service



Effectiveness 50bull Participant Suitabilitybull Service Impact




Efficiency 10bull Funded intake and activity


3 Project Description

The main purpose of this project is to identify and understand the current needs and gaps of Francophone learners and service providers in Francophone unilingual bilingual and Anglophone communities across the province

Researching Francophone EO Service Gaps provides an updated needs and gaps analysis for Francophone LBS practitioners and learners Emerging needs and future recommendations compiled through consultation sessions are presented to improve Anglophone andor Francophone Employment Ontario service providersrsquo capacity to increase access to vulnerable Francophone learners and help them achieve their employment goals The research provides a window into the best practices and approaches that are successful models for some of the Francophone Literacy and Basic Skills agencies and Employment Service providers

Evidence from the research clearly confirms that investing in additional resources and support for Francophone service providers is a priority It is recommended that both short-term and long-term initiatives be put in place so that Francophone Literacy and Basic Skills agencies can experience an immediate improvement in their capacity to assist Francophone learners achieve their goals This would be done in coordination with both Anglophone andor Francophone Employment Ontario partners


4 Project Activities

regreg Form a Project Advisory Committee with key experts in the field including but not limited to COFA LBSES service providers and or support organizations from bilingual and FrenchEnglish unilingual communities

regreg Finalize job descriptions and hire project teams bilingual project coordinator evaluator researcher assistant and translator

regreg Speak with key experts on the project advisory committee on the issuespractices and review researchreports available on the current gaps identified across the province in both bilingual and unilingual communities

regreg Survey LBS and ES service providers in both languages to advise the research on supports gaps and best practices seen by service providers and community planning committees

regreg Facilitate consultation sessions (onlineteleconference) with groups andor individuals from both Anglophone and Francophone LBSES service providers in key communities identified through the surveys

regreg Research best practices shared from consultation sessions on providing Francophone supports in bilingual and unilingual communities through on-site andor e-channel delivery

regreg Provide and record Anglophone and Francophone webinars to LBSES service providers and key stakeholders on the initial research findings and future recommendations

regreg Prepare AnglophoneFrancophone newsletters on the interim report findings and concluding recommendations for key stakeholders and LBSES service providers to be distributed through the Northern Networks and la COFA websites

regreg Finalize project report with research findings best practices and recommended strategies

regreg Post and promote toolsproductswebinars on wwwnortherliteracyca and among other EO Support Organizations

regreg Prepare and submit all project reports


5 Project Products

regreg Develop 6 newsletters on the interim and final report findings for French and English EO practitioners and key stakeholders

regreg Develop facilitate record and post 6 webinars on wwwnorthernliteracyca

regreg Develop an interim report

regreg Develop a final report

regreg Develop in electronic format to display the final products on wwwnorthernliteracyca


6 Project outcomes

Build LBSES agency capacity to

regreg Collaborate within their EO planning network This will provide appropriate intake and a clear referral for Francophone clientslearners

regreg Participate in local literacy planning process utilizing best practices from the project in both languages

regreg Have a greater understanding of how intake and appropriate referrals directly affect Francophone learnerclient programming and program completion

regreg Understand and use the EO Performance Management Framework to improve agency results and learnerclient outcomes


7 Limitations

As with any research this project was not without its limitations and constraints

In an attempt to fully understand the needs and gaps affecting Francophone LBS providers although research results should not be generalized we believe that the results represent a good indication of the needsgaps and are relevant

Future research initiatives could benefit by including consultation sessions with Francophone clients and learners in diverse community settings across different regions This would add further insight into the clientsrsquolearners rsquoopinions and suggestions and provide additional recommendations

The wide range of community settings and the various contextual issues within each specific community made it impossible for the research to generalize findings and recommendations for individualized community settings Challenges and obstacles can vary from region to region and community to community ie a Francophone community that is relatively small or even nonexistent compared to a community where the Francophone population is in a majority setting Each community being either bilingual Anglophone unilingual or Francophone unilingual faces multiple obstacles and issues and could benefit from additional in-depth research specific about their needs


8 Methods

Research sampling and field procedures were conducted using four different methodsapproaches

The four methods

a) Consult with Project Advisory Committee (PAC) and key field experts

b) Conduct literature review

c) Distribute 3 Employment Ontario specific surveys

d) Consult with 3 Employment Ontario specific sectors Regional Networks Francophone Literacy and Basic Skills and Employment Service providers

Both the literature review and key field experts informed and guided the development of the survey and the first series of webinars and newsletters The survey provided advice and guidance into gaps and needs facing Francophone EO service providers and learners

81 Project Advisory Committee (PAC) with key field experts

The project was successful in recruiting subject matter experts from a wide range of Employment Ontario programs throughout the province from three specific sectors Regional Networks Employment Services and Francophone Literacy and Basic Skills agencies Several attempts were made to recruit a representative from a Labour Market Board to sit on the PAC however the attempts were unsuccessful as some felt that it was not necessary for the research

The role of the PAC members was to provide ongoing advice direction input and feedback to help move the project forward Meetings at regular intervals allowed for discussions and review of gaps and issues current and best practices the current research and evaluation

Researching Francophone EO Service Gaps mdash Final Report 11Methods

PAC MembersRepresentative Sector

Gilles Larochelle (Aug ndashDec ) Employment Services and Francophone LBS agency

Lorel-Ann Martel Regional Networks

Lina Mayer Francophone LBS agency

Kimberly Jean Pharuns Francophone LBS support organization-FAD

Lisette Poulin Employment Services

Raymonde Rivard Employment Services and Francophone LBS agency

Mary WigginJennifer Fontaine Regional Networks

The PAC also had representation from the project lead and partners Kaitlin Taylor Executive Director Literacy Network Northeast and Michel Robillard Executive Director COFA

External Evaluator

An independent external evaluator was hired to review the project deliverables and desired outcomesimpact With input from the PAC the evaluator developed appropriate performance indicators tools and a detailed evaluation work plan that addressed all aspects to the project process deliverables and management A variety of data collection tools and formats were developed and utilized All assessment results were compiled and analyzed to inform the development of the final project evaluation report and will inform future project proposal development

82 Literature review

Insights from researchreports available about the current gaps were gained early on by carrying out the literature review in the initial months of the project These gaps that affect Francophone learners and LBS service providers in the areas of intake and referral local literacy planning resourcing and training available to improve agency results and learnerclient outcomes helped frame the next steps The literature review findings provided examples and informed the survey development process It also confirmed that a limited amount of research was available up to now and revealed the need for additional research on needs and gaps affecting Francophone service providers Research evidence supported the importance of providing an updated gaps needs analysis as well as a compilation of best practices and future recommendations for Francophone practitioners and clients learners across the province The results helped determine what the topics would be relevant to use in the development of the surveys For more details about the survey subject matter choices and the findings please read the full summary on initial research posted in Appendix 4

Researching Francophone EO Service Gaps mdash Final Report12 Methods

83 Surveys

Three Employment Ontario sector-specific surveys were developed to solicit information and help identify current needs gaps and challenges facing service providers and their Francophone clients The surveys two in English (Regional Networks and Employment Services) and one in French (Francophone LBS agencies) were intended to clarify the information gathered from subject matter experts and the literature review Based on these findings the surveys included questions on information and referrals the Literacy Service Planning process service coordination communication training Francophone e-channel options resources best practices support and service provider capacity The Regional Networks Francophone LBS and a selection of Employment Service providers received an invitation via email which included a link to access the survey online and a PDF file as well as regular reminders Participants were given a two-week time frame to complete the survey

Survey ParticipationSector Number of Respondents Response rate

Regional Networks 13 81

Employment Services 29 14

Francophone Literacy and Basic Skills agencies 29 73

A further limitation of this research was the low level of participation from Employment Services It is impossible to infer the specific reasons for a low response rate Some of the reasons could be that they simply did not have time to respond did not feel comfortable discussing the topic did not see the importance or value of responding in the survey or didnrsquot feel it related to their needs

Survey findings provided further insight to the needs and gaps of Francophone Employment Ontario services and helped guide the consultation sessions These findings which are connected to dimensions and measures of the Performance Management Framework are highlighted in the Summary of Survey Findings

84 Consultation sessions

Consultations with key field experts were a crucial element of the research This qualitative methodology was intended to clarify survey findings share feedback and needs gaps identified during the survey process and inform research on best practices

A total of 12 consultation sessions were held between January 14th 2015 and February 12th 2015 To accommodate as many participants as possible consultation sessions were conducted by online webinar platforms in person and teleconference

Consultations sessions were conducted with individuals and groups having similar language and community-specific settings As a result of funding limitations and time restraints


consultation sessions with Francophone LBS agencies were concentrated mainly in Northern Ontario This region represents more than half of the total number of Francophone Literacy and Basic Skills agencies in Ontario With this group alone it was apparent that different community settings brought contrasting realities whether the agency was in a dominantly bilingual or unilingual FrancophoneAnglophone community

Consultations sessions with Employment Services providers were also conducted mainly with participants in Northern Ontario With the limited participation from the ES providers it is difficult to compare the feedback to the various community settings Needs and gaps in bilingual communities were not always necessarily comparable to those found in similar bilingual communities This trend was also found in comparing Anglophone unilingual and Francophone unilingual communities

Consultations sessions held with Regional Networks brought an added perspective to needs and gaps of Francophone learners and service providers Since Ontario Regional Networks are predominantly staffed by Anglophone-only individuals communicating and offering day to day support to Francophone LBS agencies having language barriers becomes almost impossible In Northern Ontario for example where some agencies have Francophone-only staff the situation is problematic

Other consultation sessions were also held with key field experts and individuals in the province who were identified through the survey and webinars process

It was also important to facilitate the consultation sessions with the Francophone LBS support organizations (FORA COFA and FD) This allowed the project to have a provincial scope of impact of needs and gaps of Francophone service providers and learners and their working relationships with Francophone LBS agencies and other literacy support organizations

The findings of the consultation session have been summarized in three formats the overall findings the best practices and project recommendations

Consultation sessions

Employment Ontario specific sector Total number of consultation session

Total number of participants




Francophone Literacy and Basic Skills support organizations 2 2


9 Webinars

Two different series of three webinars were offered through the course of the project Both series were tailored and delivered for each one of the three Employment Ontario specific sectors Regional Networks Employment Services providers and Francophone LBS agencies

The webinars offered the opportunity for participants to connect with their own Employment Ontario specific group and reflect on the subject matter They also provided critical guidance and endorsement through the different steps of the project and was an important tool in allowing the project to gather continuous feedback and input from key field experts

91 Initial Webinars

In December 2014 the first set of webinars were attended by a total of 21 participants The three sector-specific webinars were delivered in English to the Regional Networks and Employment Services groups and 1 was in French to the Francophone LBS agencies The purpose of these webinars was to share survey results clarify information gathered from key experts and the literature reviewed and initiate consultation discussions

December 2014 webinarsEmployment Ontario specific group Total participants

Regional Networks 3 (2 PAC members)

Employment Services 5

Francophone Literacy and Basic Skills agencies 15

Researching Francophone EO Service Gaps mdash Final Report 15Webinars

92 Final Report Webinars

In March 2015 the second set of webinars were delivered in the same format as the initial webinars two were delivered in English and one delivered in French These webinars were attended by a total of 22 participants The main purpose of this last series of webinars was to share consultation feedback and highlight final report findings and recommendations

March 2015 webinarsEmployment Ontario specific group Total participants

Regional Networks 5 (1 PAC member)



All six webinars were recorded to allow those unable to attend the live sessions to have access to the content of the presentations These webinars are available for viewing by clicking on this link wwwnorthernliteracyca


10 Newsletters

Newsletters played a role in keeping our community partners informed throughout the project In December 2014 the first set of newsletters were shared and posted on the Northern Networksrsquo website (wwwnorthernliteracyca) These Employment Ontario sector-specific newsletters (2 in English and 1 in French) contained survey results interim report findings and specific data collected during the surveys

The second set of newsletters were shared and posted in March 2015 The main purpose of this last series of newsletters (2 in English and 1 in French) was to share the highlights of the consultation feedback and final report findings and recommendations

The newsletters were intended to provide a shortened written overview of research findings into gaps affecting access to resources training and supports to employment goals by Francophone practitioners and learners

Newsletters are available for viewing by clicking on this link wwwnorthernliteracyca


11 Overall Findings

Access to materials in French

Francophone LBS agencies are adamant in saying that they should have more access to resources training opportunities and support in French Many indicate that this must not be seen as privilege but rather as a fundamental necessity Francophone LBS agencies feel they are struggling with building their agenciesrsquo capacity for a performance management framework because they have less access to resources training opportunities and support Francophone agencies have more limited training and resources available to them in their program delivery language Compared to other streams capacity building supports offered to them is most often sporadic last minute and delivered in a much later timeframe

Francophone clients have limited or no access to Employment Services in French if they are in a non-designated Francophone community where they may experience a lack of resources in French andor bilingual staff This affects intake and Francophone learnersrsquo access to programming and supports Vulnerable Francophone clients are therefore facing additional challenges and barriers to progress and completion of program and employment goals

Performance management framework dimension service provider capacity service impact customer satisfaction

Funding is a challenge

Inadequate funding is one of the biggest challenges for all three EO specific groups While Francophone LBS agencies need additional funding to strengthen program capacity based on access to resources training opportunities and supports in French Regional Networks need additional funding to undertake translationadaptation initiatives and to support Francophone LBS agencies Employment Services need additional funding to be able to fully serve Francophone clients Since many meetings workshops documentations and tools are prepared and developed in English first translationadaptation costs alone are a huge barrier to providing equal access products and supports for Francophone clients

Performance management framework dimension customer serviceservice provider capacity

Researching Francophone EO Service Gaps mdash Final Report18 Overall Findings

Clarification is required for specific training and resource development

A general sense of confusion prevails throughout the province and clarification is needed to provide a clear understanding of the roles and responsibilities of the Francophone support organizations and regional networks ie who is responsible for which type of training other professional development opportunities supports and resources to Francophone LBS agencies Service providers do not all agree and have different expectations regarding who should be providing the listed services COFA Centre FORA or the Regional Networks


Specific community information

Employment Service providers indicate that there are a variety of programs and services in the community for the client including programs other than education and Employment Ontario In various community settings vulnerable Francophone clients might not be informed first that Francophone LBS services are available to them in person andor online

Performance management framework dimension effectivenessservice coordination

Orientation of Francophone clients an important issue

Francophone LBS agencies across the province indicate that Francophone clients are not being referred to them Employment Services providers should have more incentives and resources available to assist a specific continuous referral of Francophone clients to Francophone LBS agencies Specific meaning an active offer or telling the Francophone client about the Francophone LBS agency should be standard procedure In different community settings Employment Service providers might have difficulty in identifying the vulnerable Francophone client who may benefit from a referral to Francophone LBS services in-person or online alternatives if in-person delivery is not available Similar to the careful consideration required to promote the LBS program to a client the same careful consideration is required for promoting the Francophone LBS program and its benefits

Performance management framework dimension efficiency and effectiveness

Bilingual staff an easy solution

Employment Services in various community settings may consider hiring bilingual staff which may impact in-person services supports and referrals to Employment Services and to Francophone LBS agencies in the community in their first language This could then result in increasing the completion rate of employment goals for Francophone clients

Performance management framework dimension effectivenesscustomer service

Researching Francophone EO Service Gaps mdash Final Report 19Overall Findings

Formation agrave distance (FD)

Most Employment Services are not familiar with la FD (Formation agrave distance) an e-Channel online learning option for Francophone learners This raises concern over limited access for Francophone learners in unilingual and rural communities where there are no Francophone LBS agencies available

Performance management framework dimension service coordination

A feeling of seclusion

Francophone LBS agencies feel isolated in their own communities They indicated the need to have an entity that would allow them to connect regularly in person in French with other Francophone LBS agencies in their communities and region Many Francophone LBS agencies in the province are separated by distance creating a lack of access to immediate support from their peers and their inability to communicate in their program deliveryrsquos language when collaborating within their EO planning network

Performance management framework dimension service provider capacity

Language is a challenge

Language is a barrier between Francophone LBS agencies and Regional Networks in many regions Many Networks are already stretching financial and human resources and doing their best to provide additional resources and support to Francophone LBS agencies for literacy service planning and other network support activities The majority of Regional Networks are staffed with Anglophone-only positions This impacts access for many Francophone agencies that need Regional Networks to be able to offer communication meetings tools training resources and support in French


More than a question of translation

Francophone LBS agencies feel that concurrent English and French development and delivery of training opportunities and resources should be a best practice and ldquoafter the factrdquo translation should be a last resort Many providers feel one step behind in professional development opportunities and having access to resources and support in French for their Francophone clients When appropriate initiatives created with the approach of For a Francophone by a Francophone do not have to face the additional challenge of going through the translation and adaptation process and are most often accurately tailored to the specific needs of the Francophone program Translation initiatives often experience delays causing resources and training to become outdated and no longer adaptable to the needs of Francophone LBS agencies This frustration extends to training sessions and meetings where Francophone LBS agencies may need to participate first in English and then at a later date in French These delays can be costly and a have negative impact not only to the learner but to the performance management of a service provider It affects the service providerrsquos ability to meet


the requirements for each performance management framework service quality dimension when receiving delayed training andor resources

Performance management framework dimension effectiveness customer service service coordination

A diversity of community settings

There is a large diversity of unilingual and bilingual Employment Ontario program settings across the province and even within a small region There are communities that have both Francophone Employment Services and LBS agencies and some that only have one or the other As a result of distance between communities and regions within the province not all Employment Ontario agency settings are alike Although some may be similar the obstacles challenges and strengths are unique to the agency and community This has made it difficult for agencies to share protocols resources and best practices


Proper orientation for a Francophone client is key

Many Employment Service providers indicate that having nearby access to Francophone LBS agencies and community services plays a major role in making sure that Francophone clients are informed of Francophone LBS programming In communities where access to Francophone LBS services (in person or online) is not a clearly defined best practice of a referral process the Francophone clients face additional barriers Often they will not be placed in a program that is best suited to their needsabilities Both Employment Service and LBS service providers have reported that Francophone clients have said that they are not interested in Francophone LBS programming but rather an English program citing a variety of reasons The Francophone LBS agency will then become the ldquosecond chancerdquo option for the vulnerable Francophone learner who has already been affected by a low completion and participation rate in the Anglophone program

Performance management framework dimension effectivenessservice coordinationefficiency

Referral protocols

Many Francophone LBS agencies do not benefit from the information and referral protocol in place in their communities Most indicate that the process is unclear or unable to identify specific needs of vulnerable Francophone clients for Literacy and Basic Skills or even French as a second language programming for immigrants found in larger communities The importance of proper initial intake and referral of Francophone learners to Francophone service agencies is not fully understood and as such not always happening This affects Francophone learner progress smooth transition to next steps and program completion

Performance management framework dimension customer service


12 Best Practices

Consultation sessions conducted during this project allowed for successful best practices to be gathered from across the province Although best practices may seem like large initiatives all of them share the common fundamental conceptfeature of a structured partnership Regular information sharing clear partner roles and protocols have proven to be a successful model for creating smooth transitions for clients enhancing accessibility and the sharing of resources

This list is not meant to be a complete collection of best practices but a sample of key ideas that should be considered for future pilot project initiatives It reflects a compilation of best practices being utilized by service providers within their current capacity and may not reflect the final future project pilot recommendations

More information about the best practices listed below is available by contacting Literacy Network Northeast

Francophone services folder

In one region the Francophone Literacy and Basic Skills agencies are taking part in this exciting initiative The ldquoinformation folderrdquo which is webhosted by one lead organization provides newcomers with information regarding French language services available in different areas The folderkit lists resources for French daycare education from early childhood post secondary to adult training Also included is a reference page with all French community resources available such as newsletters and information for social services and agencies The folderkit is updated on an ongoing basis and then distributed throughout the community every six months

PMF dimension service coordination

Employment Services join forces

In one community a Francophone and an Anglophone community college have joined forces to deliver bilingual Employment Services under one roof These bilingual employment and training services are available for both employers and clients Clients are served by a team of bilingual staff who provide support for job search access to training programs and workshops in the clientrsquos

Researching Francophone EO Service Gaps mdash Final Report22 Best Practices

preferred choice of language Details and contact information is made available in French and English for literacy and other community agencies This is posted at the office and is easily accessible for the client walking through the doors This one-stop model promotes decision making based on the clientrsquos best interest guarantees a seamless transition for the Anglophone and Francophone client and eliminates any possible competition between French and English Employment Services providers

PMF dimension effectiveness customer service service provider capacity

Co-location among two different LBS program sectors

Two Francophone LBS agencies in the same community have joined forces to share resources and a common office space in the local UniversityCommunity College building This partnership between the two LBS program sectors community based and community college along with the Ministry of Education high school credit program by correspondence through the local school board sees clients transition from one program to the next without having to leave the premises An added component is the partnership developed with the local Employment Services provider for an integrated model project where by LBS clients experiencing employment barriers are matched with local employers to acquire job experience and gain valuable job readiness skills Tight collaboration and open communication has created a win- win situation for all service providers and clients involved

PMF dimension effectiveness customer service efficiency service provider capacity

A bilingual LBS model

For a number of years now a community Literacy and Basic Skills agency has been delivering both French and English LBS programing under the same roof After losing the Anglophone Community College LBS agency in the community the French school board took a proactive approach and was successful in bringing Anglophone LBS services back to the community by taking it on themselves The service provider is home to a bilingual environment where programs and services are provided in French or English to best suit the clientrsquos need Depending on their needs and language abilities clients can easily access the program in their preferred choice of language The full range of literacy and upgrading programs including bilingual LBS upgrading and high school credit correspondence courses are offered

Francophone LBS agency shares coop membership

In this community the Francophone LBS agency is a proud member of the local Francophone coop The multi-partner coop is home to various Francophone community agencies who share common facilities and provide education and health services for women men children and seniors In a community where the Francophone population is less than 3 the LBS agency is able to benefit from increased visibility created by having all Francophone programs and services under the same

Researching Francophone EO Service Gaps mdash Final Report 23Best Practices

roof This collaborative atmosphere creates easy referral amongst the Francophone programs and services within the same location Francophone agencies are then able to work closely together and build solid partnerships and initiatives in the community

PMF dimension customer service service provider capacity

Regional Networks pooling resources

In many regions Regional Networks benefit from working closely together and sharing resources to respond to the unique challenges and training needs of their regions In order to better respond to the needs of Francophone LBS agencies Regional Networks have partnered with one another and established a notable working relationship with the Francophone stream La coalition ontarienne de formation des adultes (COFA) and a support organization Le centre franco-ontarien des resources en alphabeacutetisation As a result of collaborating when possible on common meetings literacy service planning discussions trainings reports and tools the Regional Networks were able to pool resources to have documentation translated for the Francophone service providers Furthermore since not all Regional Network areas have a large number of Francophone agencies when possible the Networks collaborate on common online meetings andor training conducted in French to go over common regional needs such as preparing for literacy service planning reports or business plans This structure offers more Francophone providers the opportunity to network together as opposed to possibly feeling isolated within their region


An EO program co-location model

This model sees a Francophone community based LBS agency sharing common office space with the local bilingual EO Employment Services provider Benefits of this partnership include seamless transitions and smooth access for the Francophone client to Employment Services and LBS programming Employment consultants are able to appropriately refer potential clients to the Francophone LBS agency on-site while the Francophone LBS agency can provide easy access to Employment Services programs without affecting client progress and program completion This win-win situation encourages an effective and supported referral process within a coordinated service delivery system

PMF dimension effectiveness customer service efficiency


13 Proposed Recommendations

The following recommendations for proposed future action were formulated from the data collected from surveys discussions with key field experts and group consultation sessions As a result of the diverse bilingual and unilingual settings within even a small geographic region one or more of these phase two recommendations are suggested to be piloted in a variety of different community settings within each region

1 Findings and recommendations from the final report be presented in person to the Ministry of Training Colleges and Universities to create a desired impact and table a request for a commitment to support one or more of the proposed next steps

2 Create a provincial committee that would act as lead and advisory council to the Ministry of Training Colleges and Universities and ensure the future implementation of approved short and long- term strategies and pilot initiatives This would include representation from Regional Networks Francophone LBS agencies Francophone support organizations and EO Employment Service agencies

3 Conduct additional research to further understand why Francophone clients are not accessing LBS agencies and Employment Services in French to increase access to programming and support for the vulnerable Francophone clients in different community settings

4 Conduct short-term pilot initiatives in a variety of community settings to implement best practices identified in the final report

5 Develop guidelines (based on best practices) to increase Francophone service provider access to results training and participation in the literacy service planning process to improve learner outcomes These guidelines would help Regional Networks other LBS Support Organizations and LBS service providers by recommending methods to develop both English and French initiatives when developing project proposals toolsresources or conducting online and in-person training opportunities and meetings

Researching Francophone EO Service Gaps mdash Final Report 25Proposed Recommendations

6 Develop intake and referral protocols (in partnership with EO partners ES and LBS and other Ministries) that outline a clear process for referring Francophone clients first to Francophone LBS andor ES agencies It is recommended that this be piloted in coordination with the second phase research on increasing Francophone clientsrsquo access to Francophone programming

7 Develop protocols to ensure any regional training support initiatives andor projects for Francophone LBS agencies be endorsed and overseen by La Coallition ontarienne de formation des adultes (COFA)

8 Additional support be provided for la FD toregreg further develop an intake process and referral protocol for all Employment Ontario programs and languagesregreg continue province wide marketing strategies to increase knowledge of online and blended learning opportunities targeted at vulnerable clients in community settings that have limited access to Francophone LBS agencies and in-person French language supports

9 Employment Services be provided additional support to increase access to French language services for employers and job-seekers in identified community settings in the provinceregreg This initiative would support service providers to improve their capacity to assist Francophone learners in achieving their employment goals (in coordination with both Anglophone and Francophone EO providers)


14 Post Implementation Follow up and Support Section

As a component of the annual Literacy Service Planning Process Literacy Network Northeast (LNN) in collaboration with the Northern Networks will within their capacity implement the best practices set forward by the research to assist Francophone LBS and Employment Services planning in both bilingual and unilingual Anglophone and Francophone communities Results of this will be analyzed as part of the LSP evaluation process and when relevant the networksrsquo individual deliverable evaluation

COFArsquos post implementation strategy will inform its members of the activities planned to achieve its goal to continuously improve services to support Francophone LBS service providersrsquo capacity

LNN in collaboration with the Northern Networks is committed to continue to respond to Francophone needs and support online discussion forums for practitioners on a northern capacity basis It will recruit Francophone practitioners considered to be subject matter experts to monitor the discussions and provide feedback

In addition as more research and or best practices are conducted in junction with the LSP process the Northern Networks are committed to develop additional newsletterscommuniques to strengthen LBSES service providersrsquo organizational capacity and awareness to meet the needs of their Francophone clients


15 Conclusion

Through the course of the research process as expected it became evident that the project Researching Francophone EO Service Gaps was only going to be a first step towards addressing the numerous needs and challenges facing Employment Ontariorsquos Employment Service and LBS service providers in their efforts to support vulnerable Francophone populations in Ontario

The research has created great awareness and a sense of leadership amongst all three EO specific groups in the province (ES agencies LBS agencies Regional Networks and LBS Support Organizations) regarding issues needs and gaps affecting Francophone learners and service providers in communities that are bilingual Anglophone unilingual and Francophone unilingual This research has served and should continue to serve as a cornerstone for building new partnerships and short-term initiatives to help EOrsquos LBS and Employment Service providers better understand and use the EO Performance Management Framework to improve results and Francophone learnerclient outcomes As a results of the project webinars and newsletters released to date a variety of support organizations across the province have already reached out to one another to develop plans for 2015-2016 to pilot Literacy Service Planning resource development and training initiatives to better support the Francophone delivery stream

The complexity and diversity of community settings served by both EO Employment Service and Literacy and Basic Skills providers made it impossible to generalize the research findings and recommendations Service providers in a variety of community settings are encouraged to implement pilot initiatives moving forward in the short term based upon the projectrsquos identified best practices

As such it is clear that commitment to equal access in French should be a top priority to enhance capacity and support for resource training tools and literacy service planning initiatives This will allow the Employment Services and Francophone Literacy and Basic skills programs to continue building and improving their capacity for their Performance Management Framework to uniformly collaborate within their EO planning network to support their vulnerable clientele

We are confident that overall findings best practices and recommendations found in this research report will support Employment Ontario agencies to better serve their Francophone population and their service providers within a range of community settings


16 Appendices

Appendix page

1 Terms of Reference 30

2 Work Plan 35

3 Evaluator Work Plan 39

4 Summary of Initial Research 42

5 Summary of Survey Findings (Interim Report) 49

6 Interim Report Newsletters 54

7 Interim Report Webinars 55

8 Final Report Newsletters 56

9 Final Report Webinars 57


Appendix 1 ndash Terms of Reference

Project Title Researching Francophone EO Service Gaps

Project Overview

This 2014-2015 Research and Development project is funded by the Ministry of Training Colleges and Universities to enable Literacy Network Northeast in partnership with La Coalition ontarienne de formation des adultes to do the following

1 Undertake the following activities

1 survey LBS and ES services providers in both languages to advise the research on supports gaps best practices seen by service providers and community planning committees

2 facilitate consultation sessions onlineteleconference with groups andor individuals from both Anglophone and Francophone LBS and ES service providers in key communities identified through the surveys

3 research best practices shared from consultation sessions on providing francophone supports in bilingual and unilingual communities through on site andor e-channel delivery

4 provide and record Anglophone and Francophone webinars to LBS ES service providers and key stakeholders on the initial research findings and future recommendations

5 prepare AnglophoneFrancophone newsletters on the interim report findings and concluding recommendations for key stakeholders and LBSES service providers to be distributed through the northern networks and la Coalition websites

6 finalize project report with research findings best practices and recommended strategies

7 post and promote toolsproductswebinars on northernliteracyca and among other EO support organizations

8 prepare and submit all project reports

2 Develop the following products

1 6 newsletters on the interim and final report findings for French and English EO practitioners and key stakeholders

2 6 facilitated and recorded webinars posted to wwwnorthernliteracyca3 Interim project report4 Final project and external evaluator report5 Post all products in an electronic format to display the final results on

wwwnorthernliteracyca

Researching Francophone EO Service Gaps mdash Final Report 31Appendices

Terms of Reference

3 Strive to achieve the following outcomes

Build LBSES agency capacity to1 collaborate within their EO planning network This will provide appropriate intake

and a clear referral for Francophone clientslearners2 participate in local literacy planning process utilizing best practices from the project in

both languages3 have a greater understanding of how intake and appropriate referrals directly affect

Francophone learnerclient progress and program completion understand and use the EO performance management framework to improve agency results and learnerclient outcomes

PAC Overview

The PAC is comprised of ldquosubject matter expertsrdquo and as such it is an information gathering and sharing committee that will lend expertise insight and guidance to support project staff to achieve the identified project outcomes

The role of the PAC is deemed critical to the success of the project The terms of the PAC are for the duration of the project through to March 31 2015

1 PAC Membership

The Project Advisory Committee (PAC) will include representation fromregreg 2-3 Literacy and Basic Skills providers andor support organizations (Francophone and Anglophone)regreg 2-3 Employment Service providers andor support organizationsregreg 1-2 Labour Market Board(s)regreg 1 Literacy Network Northeast staff personregreg 1 La Coalition ontarienne de formation des adultes (COFA) staff personregreg 1 E-Channel provider

Our Current PAC Committee is

regreg Kaitlin Taylor Literacy Network Northeast Literacy amp Basic Skills Regional Networkregreg Kimberly Jean Pharuns FD E-Channelregreg Gilles Larochelle College Boreacuteal Literacy and Basic Skills Employment Services (Aug-Dec)regreg Lina Mayer Alpha Thunderbay Literacy amp Basic Skillsregreg Lisette Poulin College Boreacuteal Employment Servicesregreg Lorel-Ann Martel Mid-North Network Literacy amp Basic Skills Regional Network

Researching Francophone EO Service Gaps mdash Final Report32 Appendices

Terms of Reference

regreg Mary Wiggin Sep ndash Dec amp Jennifer Fontaine Jan - March Ottawa Community Coalition for Literacy Literacy amp Basic Skills Regional Networkregreg Michel Robillard COFA Literacy amp Basic Skills Francophone Support Organizationregreg Raymonde Rivard March of Dimes Employment Services and Francophone LBS

2 Committee Chair

For practical purposes the Executive Director of LNN or a designate will chair the meetings The role of the Chair is to facilitate discussion based upon the agenda topics and to ensure that all PAC members are provided the opportunity to be actively engaged in the business of the meeting The Chair will exercise decision making as needed for the PAC to achieve consensus

3 Roles and Activities of the PAC

The PAC will work together to provide direction andor make decisions related to project activities tools and resources and timelines This may include involvement in areas such asregreg external communication outreach and survey developmentregreg identifying supporting andor participating in the piloting of promising practices or selected approaches and platforms for delivering training services and supportsregreg review draft documents and provide guidance re content layout format and useregreg participate in the project evaluation process

The PAC may also be called upon to offer input and guidance to project contractors on other project components such as project work plans timelines the hiring of an external project evaluator troubleshooting with respect to selecting and coordinating training workshop(s) and piloting promising practices or selected approaches and platforms

4 Committee Communication and Meetings

Meetings will take place via conference call on an asndashneeded basis Members will be consulted regarding the scheduling of meetings and provided with meeting agendas and materials in advance of all meetings At a minimum it is expected that conference call meetings will be 15 hrs (90 minutes) in duration and scheduled monthly PAC communication will be conducted for the most part by e-mail and by phone

5 Time Commitment

Project Advisory Committee (PAC) members will be asked to commit approximately 15 ndash 20 (fifteen to twenty) hours for the duration of the project


Terms of Reference

6 External Communication

PAC members will keep their own agenciesemployers informed and updated about the status of the project as they deem appropriate Literacy Network Northeast (LNN) will provide regular updates on the progress of the project to the PAC

7 Decision Making

Decision making will be by consensus allowing for dialogue until a point of understanding and agreement is reached By consensus we mean that everyone has the opportunity to express their opinions and the will of the group is evident If there is an impasse the PAC will defer to the Executive Committee for a final decision The PAC will also confer with the LNN Executive Director on any issues that arise that may need broader discussion

8 Governance

The steering and advisory committees report to the Executive Committee Final decisions rest with the LNN Board of Directors Should changes to timelines or budget be required the Executive Director will be responsible for communicating these changes to LNNrsquos Board of Directors and submitting a request to the project funder (MTCU) for approval prior to moving forward

9 Committee Support

LNN will provide full administrative support to the Project Advisory Committee in terms of coordinating committee meetings and other external meetings committee activities conducting research and providing all information required for decision making and preparing documentation as a result of committee work and activities

All costs associated to PAC participation will be incurred by LNN including approved travel costs which will be subject to project objectives and budgetary constraints All travel must receive advance approval by LNN prior to the actual travel date and expense reimbursement

Replacement wages are not a recoverable expense for PAC members under the terms of this project


Terms of Reference

Glossary

EO Employment Ontario

ES Employment Services

EOIS-CaMS Employment Ontario Information System ndash Case Management System

LBS Literacy and Basic Skills

LNN Literacy Network Northeast

OALCF Ontario Adult Literacy Curriculum Framework

PAC Project Advisory Committee

PD Professional Development

PMF Performance Management Framework


Appendix 2 ndash Work Plan

Work Plan

Activities Tasks Achievements Responsible Timelines

PACForm a Project Advisory Committee (PAC) with key experts in the field

send a province wide call to recruit PAC members

select PAC members (8)

Committee members represents a wide range of expertise and diversified knowledge and background

LNN Executive Director

September 5th 2014

Hold monthly PAC meetings

have final TOR approved for PAC members

speak with key experts on the PAC committee on the current issuespractices

PAC guidelines are precise and expectations are clear

Continuous feedback is received from identified key experts

LNN Executive Director and project coordinator

First conference call meeting held September 2014

Monthly meetings from October 2014 to March 2015

RESEARCHReview current researchreports available on the current gaps identified across the province in both bilingual and unilingual communitiesregions

Extensive literature research via web and other resources

Researcher has solid understanding current documented needs and gaps in Ontario

coordinator September 2014


Work Plan


SURVEYSSurvey LBS and ES service providers in both languages to advise the research on additional supports gaps best practices being conducted by services providers and community planning committees

Identify survey distribution list and target audience

Prepare draft French and English survey content

Approve survey questionscontent

Clear input from LBS and ES service providers is collated for research

coordinator

PACLNN Executive Director

September 2014

Distribute survey to LBS and ES services

Survey participation is maximized

CoordinatorLNN Executive Director

October 2014

Collect survey datafindings Compilation of data

coordinator October 2014

Prepare and finalize interim report summary from survey findings

Survey results presented in a summary

coordinator November 2014

CONSULTATIONSFacilitate consultation sessions onlineteleconference with groups andor individuals from both Anglophone and Francophone LBS and ES service providers in key francophone learner communities identified in the survey

Finalize content and start consultations

Identify participants and decide on format and content

Consultations are done

Summarize consultation findings

Research is narrowed - needs and gaps are priorized

Consultation report


November 2014

December 2014


Work Plan


NEWSLETTERSPrepare 1 Anglophone newsletter and 1 Francophone newsletter on the interim report findings for key stakeholders and LBSES service providers to be distributed

Draft newsletters from interim report findings

Post and distribute newsletters

Interim report findings are presented in a newsletter

Newsletters are available to EO specific groups


December 2014

Prepare 2 Anglophone newsletters and 2 Francophone newsletters on the final report findings for key stakeholders and LBSES service providers to be distributed

Draft newsletters from final report findings

Prepare a clear writing audit of material to be posted


Final report findings are presented in a newsletter


coordinator February 2015

WEBINARSPrepare 1 Anglophone webinar and 1 Francophone webinar on the interim report findings for key stakeholders and LBSES service providers to be distributed

Draft webinars from interim report findings

Deliver webinars

Interim report findings are delivered through webinar platform


Prepare 2 Anglophone webinars and 2 Francophone webinars on the final report findings for key stakeholders and LBSES service providers to be distributed

Draft webinars from final report findings

Deliver webinars

Final report findings are delivered through webinar platform



Work Plan


FINAL REPORTFinalize project report with research findings best practices and recommended strategies going forward

Draft final report content from researchsurveyconsultation findings

Revise and approve final report content and perform a clear writing audit on the material to be posted

Sharepost final report resources

Final report is available to EO specific groups

Coordinator

CoordinatorLNN executive director PAC

March 2015

March 31st 2015


Appendix 3 ndash Evaluator Work Plan

EXTERNAL EVALUATOR REPORTWork Plan

Preparation and planning (by November 2014)regreg Receive and examine associated literature obtain all useful information in order to have a complete understanding of the projectregreg Obtain and review the project coordinatorrsquos work planregreg Prepare and plan the evaluation phase with the project coordinator and the LNN Executive Director in order to clarify the requirements and expectations regarding the evaluationa) the purpose of the evaluation (what we want to know and why)b) the criteria for determining the projectrsquos successc) the context in which the evaluation work is to be done

regreg Work with the LNN Executive Director and project coordinator to ensure accurate project evaluation and success of objectives by identifying performance indicators and creating an analysis gridregreg Obtain a list of all key stakeholders (including their contact information)

Evaluation

Webinar 1 (December 2014)

The first series of webinars on the interim report findings for key stakeholders and LBSES service providers (Francophone and Anglophone) had two objectivesregreg Sharing survey results with Regional Literacy Networks Employment Ontario Employment Services Francophone LBS Programs and subject matter expertsregreg Feed discussions for future consultation and identify area experts

Evaluation Activities

1 Creation of surveys (English and French) to ensure the proper evaluation of this activity and success in meeting objectives (December2014)

2 Survey accessible online (December 2014)3 Completion of surveys by stakeholders (January 2015)4 Compilation of survey results (January 2015)


Evaluator Work Plan

Consultation Activities (January 2015)

Consultations with groups andor individuals from both Anglophone and Francophone LBS and ES service providers in key Francophone learner communities as identified in the surveys The consultation sessions had three goalsregreg Share needs and gaps identified in the survey resultsregreg Collect additional information and or details from the results regreg Inform stakeholders of best practices and recommend strategies for the final report


1 Creation of surveys (English and French) to ensure the proper evaluation of this activity and success in meeting objectives (January 2015)

2 Survey accessible online (January 2015)3 Completion of surveys by stakeholders (January 2015)4 Compilation of survey results (January 2015)

Webinar 2 (February 2015)

The second series of webinars on the final project report findings will be offered to the key stakeholders and LBSES service providers (Francophone and Anglophone)


1 Creation of surveys (English and French) to ensure the proper evaluation of this activity and success in meeting objectives (by February 20th)

2 Survey accessible online (February 2015)3 Completion of surveys by stakeholders (February 2015)4 Compilation of survey results (February 2015)

Newsletters

Newsletters regarding both the interim report findings and final report findings for key stakeholders and LBSES service providers will be published between January and March 2015


regreg Creation of surveys (English and French) allowing the evaluation of the six Newsletters and the success in meeting their objectives (February 2015)regreg Survey accessible online (February 2015)regreg Completion of surveys by stakeholders (February 2015)regreg Compilation of survey results (February 2015)


Evaluator Work Plan

Final Report

A draft version of the external Evaluation Report will be provided by April 17 to the Literacy Northeast Network for a critical review LNN will have one week to submit their comments

The final report will then be prepared and delivered by April 30th


Appendix 4 ndash Summary of Initial Research

Literacy Network Northeast

SUMMARY OF INITIAL RESEARCH

TABLE OF CONTENTS

Project Overview 43

Francophone LBS Profile 43

LBS Program Performance Framework (PMF) 43

Project Outcomes 44

The National Literacy Action Plan by the Movement for Canadian Literacy 45

Feedback from key experts 45

Linking Literacy Service Plans to Language by Literacy Network Northeast 46

Project Concept Paper by COFA 46

Research on Integrated Models for Francophone Adult Education and Training by PGF Consultants Inc 47

Employment Advisory Committee for Francophone LBS Service Providers 47

Evaluation Summary by the Ottawa Community Coalition for Literacy 48

Conclusion 48


Summary of Initial Research

Project Overview

In April 2014 Literacy Network Northeast (LNN) received funding through the Ministry of Training Colleges and Universities (MTCU) 2014-2015 Service Delivery Network Development Fund (SDNDF) The project which is in partnership with la Coalition ontarienne de formation des adultes (COFA) will undertake consultation and research to identify current gaps affecting Francophone learners in bilingual Anglophone and Francophone unilingual communities It will provide an update gap analysis needs analysis and a compilation of best practices and future recommendations for Francophone practitioners and Francophone learners across the province

The project proposal synopsis Francophone service providers have expressed a need for additional research into the gaps affecting Francophone practitionersrsquo ability to receive support and participate in EO programming affecting Francophone learnersrsquo accesssupports to programming

Francophone LBS Profile

In Ontario Literacy and Basic Skills learners1 are defined under 4 different cultural streams Anglophone Francophone Aboriginal and Deaf In 2013 a total of 2474 Francophone learners were served by Francophone Literacy and Basic Skills community agencies school boards and colleges La Coalition ontarienne de formation des adultes (COFA) is the provincial organization that provides training information and support services to the 26 Francophone Literacy and Basic Skills programs spread across Ontario Le centre Franco-ontarien de ressources en alphabeacutetisation (FORA) is a Francophone national publisher and distributor specializing in educational material for adult literacy Centre FORA publish and distribute both printed material and support web material for e-channel delivery in French

LBS Program Performance Framework (PMF)

PMF is a framework that service providers work within to provide a high standard of overall service quality The three dimensions Effectiveness Customer Service and Efficiency are monitored and reported on Within each dimension of service quality core measures of performance are identified and weighted The Effectiveness dimension measures those being served by the LBS service provider and includes four performance measuresregreg suitabilitylearner profileregreg completion of goal path

1 Literacy amp Essential Skills in Ontario 2013-2014 (2014 April 1) Retrieved March I 2015 from httpwwwessentialskillsontariocasiteswwwessentialskillsontariocafilesLiteracy20and20Essential20Skills20in20Ontario202013-14_Essential20Skills20Ontariopdf



regreg learner progressregreg learner gains

It examines and quantifies identified barriers to achieving the learnerrsquos goal related to employment apprenticeship post-secondary education secondary school credit and independence

The Customer Service dimension has two core performance measuresregreg customer satisfactionregreg service coordination

Service coordination tracks how well a service provider works within the LBS and EO delivery system in the community

Efficiency is the final dimension of service quality and includes one core measure and one indicator Efficiency measures the percentage of the targeted number of learners with an active learner plan who are served 90 of the overall service quality standard is based on effectiveness and customer service while 10 is on efficiency

Project Outcomes

The main project outcome was to help build the capacity of Employment Services (ES) and Literacy and Basic Skills (LBS) service providers to collaborate within their Employment Ontario (EO) planning network

The project strives toregreg assist in providing appropriate intake and a clear referral for Francophone clients and learnersregreg improved support in service coordination and literacy planning and participation in local literacy planning processregreg a greater understanding of how intake and appropriate referrals directly affect Francophone learners client progress and program completionregreg increase service providersrsquo awareness of Francophone supports available for e-channel and blended learning referral and delivery which increases access to programming for vulnerable Francophone populationregreg support to Francophone agencies so that they can better understand and use the Employment Ontario performance management framework to improve agency results and learnerclient outcomes

In the initial months of the project an in-depth literature review was done to identify the current gaps affecting Francophone learners and LBS service providers The purpose of this



summary is to provide highlights and examples of some findings which will inform the survey development process and next steps

Summary Results of In-Depth Literature Review

The following resources were reviewed with a summary described below and how it relates to our project and the development of the survey questions

The National Literacy Action Plan by the Movement for Canadian Literacy

The National Literacy Action Plan2 highlights the importance for communities to be supported to identify their own literacy needs and define their own solutions The plan describes that potential learners must have the opportunity to have access to literacy programs in their mother tongue and that programs must be sensitive to the culture and reality of the learner

Performance Management Framework indicator relevant to this project have a greater understanding of how intake and appropriate referrals directly affect Francophone learnerclient progress and program completion

Feedback from key experts

Subject matter experts from the Project Advisory Committee (PAC) indicated that gaps and needs persist for Francophone learners and LBS service providers Gaps seem more apparent in rural communities such as those in Northern Ontario where EO service providers are predominantly delivering service for the Anglophone population As a result of the community services available being predominantly English Francophone clients do not have easy access to services in French This also impacts the clientrsquos ability to access a Francophone LBS agency or e-channel for literacy The number of referrals for Francophone learnersclients to Francophone LBS service providers does not reflect the demographic data of such population A particular Francophone gap dynamic affects Eastern Ontariorsquos Francophone service providers As such the Eastern Regional Networks have put together a project proposal specifically on that regionrsquos needs The project will proceed and will monitor feedback to reduce duplication for that area

Performance Management Framework indicator relevant to this project identify emerging needs and build upon them to improve service provider capacity to assist Francophone learners achieve their employment goals

2 A 10-year Results-Based National Literacy Action Plan 2006-2016 (2005 October 7) Retrieved March 1 2015 from httpwwwliteracycacontentuploads201202tenyearactionplanpdf



Linking Literacy Service Plans to Language by Literacy Network Northeast

The Linking Literacy Service Plan to Language Report indicated that many challenges and needs exist for Francophone Literacy and Basic Skills agencies throughout Ontario A need for adequate funding a need to promote LBS programs a need to be serviced in French and a lack of referrals are highlighted throughout the report Under the Performance Management Framework (PMF) Francophone Literacy and Basic Skills agencies are monitored and evaluated on 3 dimensions and measures of Service Quality Success3 customer service effectiveness and efficiency

The Linking Literacy Service Plan to Language Final Report notes Service coordination which falls under the customer service measure is not being met at all levels and especially not the language component There is a serious language barrier between some of the Francophone LBS service providers and Networks As a consequence this barrier impacts the literacy planning process Support offered to Francophone LBS agencies may take different forms technical communication networking and information Umbrella organizations including Networks all contribute in one way or another in developing and maintaining quality services offered to LBS agencies in the province For every Francophone agency to fully benefit from this support coordination of activities communication and information all have to be available in French The lack of referral to Francophone agencies is an issue and a need for information and protocol agreements between Employment Ontario service providers is apparent4

Performance Management Framework indicators relevant to this project understand and use the EO performance management framework to improve agency results and learnerclient outcomes Adapted and effective information and referral process between EO programs and other ministries

Project Concept Paper by COFA

In 2012 la Coalition ontarienne de formation des adultes (COFA) in partnership with Literacy Northwest Literacy Network Northwest and the community based Francophone literacy program Alpha Thunder Bay submitted a project proposal5 to the Service Delivery Network Development Fund (SDNDF) The proposal was developed based on the identified need for access to Employment Services in French in the Northwest region The outcome of the project was to create an integrated model of Employment Ontario (EO) services for Francophones The proposal presented of list of numerous gaps for Francophone learners

3 Literacy and Basic Skills Service Provider Guidelines (2014 April 1) Retrieved March 1 2015 from httpwwwtcugovoncaengeopgpublicationslbs_service_provider_guidelines_sdb_approvedpdf

4 Morin P (2009 March 1) Linking Literacy Service Plan to Language Final Report Retrieved March 1 2015 from httpwwwnorthernliteracycaindexphpoption=com_phocadownloadampview=categoryampid=19reportsamplang=en

5 La Coalition ontarienne de formation des adultes Proposition dans le cadre du FDRPS



seeking employment services in Northern Ontario with one being access to a quality of service comparable to the one offered to Anglophone clients Approval of the project is still pending

Performance Management Framework indicator relevant to this project collaborate within the EO planning network to provide appropriate intake and a clear referral for Francophone clientslearners

Research on Integrated Models for Francophone Adult Education and Training by PGF Consultants Inc

In a list of recommendations the Research on Integrated Models for Francophone Adult Education and Training Executive Summary6 writes laquoThe province must adopt the language of instruction in elementary school as the criterion for deciding on the language of a potential learnerrsquos assessment and that this information is included in the learnerrsquos profileraquo This recommendation is one of many other recommendations issued from regional consultations with Francophone Literacy and Basic Skills agencies Francophone Literacy and Basic Skills agencies need to be assured that all potential Francophone learners be streamed appropriately and that proper referral process be put in place

Performance Management Framework indicator relevant to this project adaptedeffective bilingual referral between EO programs and other ministries

Employment Advisory Committee for Francophone LBS Service Providers

During its 2013 AGM meeting7 members of la Coalition ontarienne de formation des adultes (COFA) voted in favor of creating a permanent provincial employment advisory committee for Francophone Literacy and Basic Skills agencies in Ontario Due to the increasing importance of building skills of Francophones in the labor market force as specified in the OALCF this advisory committee is an important asset to the delivery of sustainable Literacy and Basic Skills programs for Francophone learners in Ontario The committee will have representatives from all three sectors (college community-based and school board) The employment advisory committee will play an important role on informing and enriching employment initiatives that will improve the capacity of Francophone LBS agencies

Performance Management Framework indicator relevant to this project improve the capacity of LBS Francophone agencies to assist Francophone learners achieve their employment goals in coordination with both Anglophones andor Francophone EO providers

6 PGF Consultants Inc Research on Integrated Models for Francophone Adult Education and Training May 30 2010

7 La Coalition ontarienne de formation des adultes Annual General Meeting Minutes May 2013



Evaluation Summary by the Ottawa Community Coalition for Literacy

The evaluation summary of the Ottawa Community Coalition for Literacy8 lists the current trends or emerging issues that might affect current and or potential LBS learners For example Francophone learners in the Ottawa region seeking employment are not always willing to access la formation agrave distance (FD)-the Francophone e-channel platform

Performance Management Framework indicator relevant to this project effectively service the suitability criteria of the vulnerable population of Francophone learners in both bilingual and unilingual communities through face to face e-channel andor blended learning opportunities

Conclusion

Research evidence supports the importance of providing an updated gaps and needs analysis and compilation of best practices and future recommendations for Francophone practitioners and Francophone learners across the province It also confirmed that the gaps and needs remain significant To identify other emerging needs and build the capacity of Francophone Literacy and Basis Skills agencies surveys will be conducted Service providers will be asked questions to clarify and respond to the information gathered from key experts and the literature review As a result of the feedback from the surveys and the outcomes of the project the main topics of questions will beregreg service coordination facilitated by Regional Networksregreg gaps challenges best practices and resourcesregreg information and referrals from EO service providersregreg accessing the Francophone e-channel platform (FD)regreg training and capacity support

To gather the information three different surveys will be distributed across Ontario The surveys will be shared with agencies from three different perspectives Regional Networks Francophone LBS service providers and Employment Service providers

8 Wiggin M (nd) Ottawa Community Coalition for Literacy Evaluation Summary Retrieved March 1 2015 from httpwwwocclcapdfEvaluation_Summary-LSP_Survey_14-15_Revisedpdf


Appendix 5 ndash Summary of Survey Findings (Interim Report)


SUMMARY OF SURVEY FINDINGS

The purpose of the surveys was to help identify needs gaps and challenges affecting Francophone learners and service providers Survey questions were developed based on the summary of research findings and organized by the dimensions and measures in the Literacy and Basic Skills and Employment Services Performance Management Frameworks The surveys included questions on effectiveness customer service efficiency and service provider capacity

LBS Performance Management FrameworkMeasures Dimensions

Effectiveness SuitabilityLearner ProfileCompletion of goal pathLearner ProgressLearner Gains

Customer Service Service CoordinationCustomer Satisfaction

Efficiency Learner served

Service Provider Capacity

Measuring ndash Resourcing ndash Planning ndash Communicating

Employment Services Providers Performance Management FrameworkMeasures Dimensions

Effectiveness Participant SuitabilityService Impact


Efficiency Funded intake and activity




Summary of Survey Findings (Interim Report)

Literacy Service Planning and Support

Service providers have unique cultural linguistic institutional or geographic circumstances and challenges that impact their ability to achieve organizational capacity The Regional Networks and Stream-Support Organizations play a critical role in working with service providers to help them confidently meet requirements under the performance management framework

Regional Networks and Stream Support Organizations determine ways in which they support the service provider inregreg planning (demonstrated use of data)regreg resourcing (administrative processes financial performance results)regreg communicating (community coordination and governance)regreg measuring (customer satisfaction and results management using the performance management framework)

The Literacy Services Plan is developed annually by Regional Networks and identifies community literacy needs based on demographic and labour market information including projections on the number of learners to be served service gaps service improvements and services to be delivered by service providers

Survey findings

Effectiveness

Francophone learners arehellip

hellipwith barriers such as

Francophone learners in different communities are faced with barriers such as access to the Francophone Literacy and Basic Skills programs and other services in French

Effectiveness

Francophone clients have limitedhellip

hellipcreating barriers to

In many communities Francophone clients have limited access to Francophone Employment Services which creates barriers to program completion success rate and learner outcomes



61 of Regional Networks indicated that during the Literacy Service planning process gaps in services for the Francophone learner are identified in the community69 of Employment Services indicated that Employment Services offered in the community were in English only

Francophone LBS agencies indicated that they often felt isolated and that employment and other community services for the Francophone learner were either limited or not available This challenge made it difficult or even impossible to ensure an easy and proper transition or the completion of a goal path for the learner

Efficiency

Francophone Literacy and Basic Skills agencieshellip

helliplimited referrals

Francophone LBS agencies are experiencing limited referrals from Employment Ontario Employment Services

Francophone LBS agencies are presently struggling to meet their targeted number of learners 48 of respondents from Francophone Literacy and Basic Skills agencies indicated that within the last year they had received less than 5 referrals from Employment Services

64 of Employment Services providers indicated that they had Francophone clients accessing their services Out of these 69 indicated that Francophone clients represented less than 10 of their total number of clients When asked how many were referred to a Francophone LBS agency 40 indicated none and another 40 indicated that it varied from 1 to 5

Efficiency

Literacy Networks needhellip

hellipto better support

Literacy Networks need additional funding to better support Francophone LBS agencies so that they can facilitate training sessions and meetings in French

All Regional Literacy Networks respondents indicated the need for increased funding in order to provide additional support to Francophone LBS agencies Among a list of priorities identified financial support for translations of Regional Network developed newsletters tool and resources and the hiring of bilingual trainers This would help to provide the ongoing resources and support that are identified and needed



Customer Service

Francophone Literacy and Basic Skills agencies needhellip

hellipto collaborate within their EO network

Francophone LBS agencies need more support in French from Regional Literacy Networks to collaborate within their EO planning network and participate in service coordination

68 of Francophone LBS agencies indicated that they were attending LSP meetings on a regular basis Another 24 attended sometimes while another 8 rarely or never attended LSP meetings

When the same question was asked to Regional Literacy Networks only 38 indicated that Francophone LBS agencies attended meetings on a regular basis while 38 sometimes and another 29 never attended

Feedback from Francophone LBS agencies indicated that they could not fully benefit from their local service coordination and planning initiatives Language is the number one challenge for Francophone LBS agencies 92 of Regional Literacy Networks indicated that they hold meetings in English only

Among many factors Francophone LBS agencies felt that many discussions were not relevant to the reality of Francophone agencies The need to discuss matters pertaining only to Francophone LBS agencies had to be done in a different setting

Service Coordination

Employment Service providers may needhellip

hellipso that Francophone clients

Employment Service providers may need to revise their current information and referral process so that Francophone clients can be referred to Francophone LBS agencies

Many Employment Service providers do not have the capacity to identify a Francophone client at intake and properly refer to a Francophone LBS agency Many agencies are already short staffed who are carrying heavy workloads andor the toolsprocesses are not necessarily in place to ensure this Despite this 47 of them indicated that they were aware of Francophone clients preferring English Literacy and Basic Skills programming




Employment Services have limitedhellip

hellipknowledge of la FD

Employment Services have limited knowledge of la FD an online option for Francophone clients

80 of Employment Services respondents were not aware of la FD (Formation agrave distance) an online e-channel learning option for Francophone learners Out of the remaining 20 who were familiar with la FD 78 had not referred a client within the last year


Francophone LBS agencies needhellip

hellipto benefit from

Francophone LBS agencies need access to resources and training in French to benefit from equal professional development opportunities

92 of Regional Literacy Networks indicated that their training sessions were offered in English only When asked if Francophone LBS agencies were attending those training sessions only 7 indicated they did on a regular basis

Some Francophone LBS agencies are more proficient in English than their counterparts However in order to fully benefit from resources and training initiatives and build upon program capacity all indicated that English is not an option for them Acronyms are often a serious barrier and many expressed frustration and time limitations in having to do everything twice first in English and then in French Many Francophone LBS agencies are not comfortable speaking another language while others are simply not able to fully understand and speak English


Appendix 6 ndash Interim Report Newsletters

regreg Regional Network interim report newsletter

regreg Employment Services interim report newsletter

regreg Francophone Literacy and Basic Skills interim report newsletter

All interim report newsletters can be found at wwwnorthernliteracyca under Project Researching Francophone EO Service Gaps


Appendix 7 ndash Interim Report Webinars

regreg Regional Network interim report webinar

regreg Employment Services interim report webinar

regreg Francophone Literacy and Basic Skills interim report webinar

All interim report webinar PowerPoint files and videos can be found at wwwnorthernliteracyca under Project Researching Francophone EO Service Gaps


Appendix 8 ndash Final Report Newsletters

regreg Regional Network final report newsletter

regreg Employment Services final report newsletter

regreg Francophone Literacy and Basic Skills final report newsletter

All final report newsletters can be found at wwwnorthernliteracyca under Project Researching Francophone EO Service Gaps


Appendix 9 ndash Final Report Webinars

regreg Regional Network final report webinar

regreg Employment Services final report webinar

regreg Francophone Literacy and Basic Skills final report webinar

All final report webinar PowerPoint files and videos can be found at wwwnorthernliteracyca under Project Researching Francophone EO Service Gaps

iii

Project Host and Lead Literacy Network Northeast

Partner Coalition Ontarienne de formation des adultes (COFA)

Author and Project Researcher-Coordinator Denyse De Bernardi

Project Manager Kaitlin Taylor

Clear Writing Melissa Alers

Design and Layout (Desktop Publisher) Steve Knowles The Right Type

Evaluator Sylvain Lapointe

This Employment Ontario project is funded by the Ontario government and the 2014-2015 Service Delivery Network Development Fund

This report may be reproduced in part or in whole provided the source is acknowledged

The opinions and interpretations expressed in this publication are those of the author and do not necessarily reflect those of the Ministry

Coalition ontarienne de formation des adultes

iv

Acknowledgements




v

Table of Contents

1 Introduction 1






7 Limitations 9



10 Newsletters 16





15 Conclusion 27


vi


1 Introduction









































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service


















































iv

Acknowledgements




v

Table of Contents

1 Introduction 1






7 Limitations 9



10 Newsletters 16





15 Conclusion 27


vi


1 Introduction









































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service


















































v

Table of Contents

1 Introduction 1






7 Limitations 9



10 Newsletters 16





15 Conclusion 27


vi


1 Introduction









































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service


















































vi


1 Introduction









































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































1 Introduction









































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service





















































































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service










































































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service

























































Employment Service



























5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service





































































5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service
































































5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































5 Project Products







6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































6 Project outcomes







7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































7 Limitations






8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































8 Methods


The four methods



















External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service




























































External Evaluator





83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































83 Surveys



























9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service

































































9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































9 Webinars



91 Initial Webinars















10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



























































10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































10 Newsletters






11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service



















































11 Overall Findings










































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service




















































































Referral protocols




12 Best Practices
















































15 Conclusion







16 Appendices

Appendix page


2 Work Plan 35











Project Overview
















Terms of Reference






PAC Overview



1 PAC Membership





Terms of Reference


2 Committee Chair







5 Time Commitment



Terms of Reference



7 Decision Making


8 Governance


9 Committee Support





Terms of Reference

Glossary












Work Plan







September 5th 2014














Work Plan







coordinator


September 2014




October 2014












Consultation report


November 2014

December 2014


Work Plan








December 2014










Deliver webinars





Deliver webinars




Work Plan







Coordinator


March 2015

March 31st 2015






Evaluation







Evaluator Work Plan











Newsletters





Evaluator Work Plan

Final Report







TABLE OF CONTENTS

Project Overview 43



Project Outcomes 44








Conclusion 48



Project Overview















Project Outcomes












































Conclusion



























Survey findings

Effectiveness




Effectiveness








Efficiency






Efficiency







Customer Service


















































Documents

Researching Francophone FINAL EO Service Gaps REPORT