Evaluation of HOST
7.0 Recommendations and Management Response
The recommendations based on the findings of the national evaluation of Host are presented as follows.
1. Expand the Reach of Host to Increase the Number of Clients. While Host is considered to be very effective, it has limited client reach. It is recommended that Host be expanded to offer services to an increased number of eligible clients. Host could be expanded either through an increase in number of individual matches or through an increase in group-based Host models (such as conversation circles) or by adopting both strategies. However, the majority of key informants stated that there are insufficient resources to conduct additional recruitment or outreach activities or to manage additional matches. Therefore, appropriate resources should be allocated towards meeting this recommendation. An assessment of group-based models should also be conducted to better inform CIC about potential impacts, risks and resource issues (see Recommendation 2). Enhanced outreach could also be achieved through targeted promotion to ethnic communities and through strengthened linkages and partnerships with other immigrant serving and mainstream organizations.
Management Response
The Department agrees with this recommendation.
The Department recognizes the benefits of group activities such as the Host conversation circles. Conversation circles are mechanisms that derive the maximum benefit from existing volunteers and target a larger number of eligible clients. Newcomer needs are also addressed in a timely manner through this initiative.
Other potential areas of expansion of the Host program include youth Host and professional mentoring, with additional support. Partnerships with other key stakeholders would be essential components of these initiatives.
The first National Host Conference is scheduled to take place in February 2005. It will present opportunities for representatives of service provider organizations (SPOs) to network and to exchange ideas on the establishment of effective partnerships with other agencies and mainstream organizations (See Management Response 2 for further details).
The Department is committed to finding innovative ways to reach a broader population of eligible clients. An example of this commitment is Ontario region’s initiative to fund a project promoting settlement programs within ethnic communities at places most frequented by newcomers, such as ethnic supermarkets, recreational centers and others.
In order to establish an identifiable look for the Host program, the Department recently developed promotional materials such as videos, DVDs, brochures and Host certificates. These tools are intended to support SPOs in their volunteer orientation and outreach activities.
Context
Eligible clients under the Host program include permanent residents of Canada; protected persons as defined in Section 95 of the Immigration and Refugee Protection Act; persons in Canada applying to become a permanent resident and who have been informed, by a letter from Citizenship and Immigration Canada, of the initial approval of the application subject to an admissibility assessment.
To expand the reach of the Host program to more eligible clients it is essential that Host remain flexible enough as a matching mechanism to assist in the settlement of newcomers.
Conversation circles were created as a way for newcomers to improve their speaking skills while at the same time, having opportunities to discuss common topics of interest. Circles consist of six to eight newcomers led by a volunteer. A review of conversation circles is being conducted in Ontario. The results will be available in March 2005. Following the review, the National Host Working Group will develop national guidelines.
Time Frame
Spring 2005: The National Host Conference will provide an opportunity to network and share information. Proceedings will also be developed and disseminated.
Fall 2005: The National Host Working Group will examine the review of conversation circles, and draft national guidelines.
2. Assess Various Host Delivery Models and Disseminate Lessons Learned/Best Practices. The case studies—business mentoring and conversation circles—illustrate that different Host delivery models have the potential to address a range of newcomer needs. It is recommended that CIC continue to assess various existing or potential innovative Host delivery models (e.g., conversation circles, business mentoring, youth matches, professional matches, GAR pilot project). Reviews of existing delivery models or pilot projects could assess the potential impacts, lessons learned/best practices, and potential risks. In addition, a review of resource requirements for these models should also be conducted. Lessons learned and best practices should be disseminated to service providers.
Management Response
The Department agrees to take action on this recommendation.
Initiatives such as conversation circles, business mentoring, and group services to government-assisted refugees (GARs) contribute to the Department’s commitment of examining alternative forms of settlement services that will accommodate a greater number of eligible clients.
One of the objectives of the National Host Conference (February 2005) is to share innovative practices within the settlement community. Innovative service delivery models such as youth Host, conversation circles, and professional mentoring will be presented at the conference. Lessons learned and best practices will form part of the conference proceedings and will be distributed among the settlement sector.
The Department will develop a template to capture the various service delivery models offered by the SPOs. The information collected will become a useful reference point for service provider organizations and other stakeholders involved in the Host program.
The Department is also exploring the possibility of conducting an inventory of youth Host models. This inventory will be the first phase in the development of national guidelines for youth Host.
Context
Conversation circles were created as a way for newcomers to improve their speaking skills while as the same time, having opportunities to discuss common topics of interest. Circles consist of six to eight newcomers led by a volunteer. A review of conversation circles is being conducted in Ontario. The results will be available in March 2005. Following the review, the National Host Working Group will explore the development of national guidelines.
CIC is organizing the first national Host Conference that will be held in Toronto in February 2005. This will be the Host Program’s 20–Year Anniversary. The objectives of the conference are to:
- Facilitate learning within the sector through the sharing of innovative practices and tools that contribute to the successful delivery of the program; and
- Provide a national forum for meaningful dialogue around the Host program, policies and future directions.
Time Frame
Spring 2005: The National Host Working Group will initiate the collection of various delivery models. Following the conference, a report including innovative practices will be distributed.
3. Develop strategies to enhance the capacity of Service Providers to effectively recruit, train and support volunteers as Hosts. Although volunteer Hosts are the core of the program, many key informants noted that resources were not adequate to effectively support volunteer management activities at present levels. If expansion of Host is realized, then resource issues will become more critical.
- Enhance Support for Service Providers and Host Coordinators: In order to effectively support volunteer management activities, Host coordinators must be adequately supported. CIC HQs and Regions should consult with service providers to identify the resources, tools and support required to adequately support service providers and coordinators. It is also recommended that best practices, key tools and resources relevant to volunteer management—including guidelines relating to screening and risk management—be adequately disseminated to service providers.
- Enhance Recruitment of Volunteers: In some areas, additional volunteers are required to meet the current demand for Host. If Host is expanded, recruitment activities will need additional enhancements. Recruitment of appropriate volunteers can be achieved through promotional activities and selection tools. Key informants noted that there was an insufficient awareness of the Host program among mainstream community organizations and the general public, particularly in larger urban areas. Branding of the Host program, either nationally or regionally, would help to increase overall awareness of this program and facilitate recruitment. Specific groups such as post-secondary students or other immigrants could also be targeted for recruitment. It is also recommended that CIC make available to service providers, selected best recruitment practices and tools by reviewing available volunteer recruitment resources.
- Enhance Volunteer Training and Support: Many key informants noted that there were insufficient resources for training and ongoing development and support of volunteers. Interview and focus group data revealed some gaps and inconsistencies with respect to resources, training and support (e.g., opportunities for volunteers to share information with each other, volunteer appreciation activities, etc.) available to volunteers. It is recommended that CIC HQs and regions consult with service providers to identify volunteer training and development gaps, and appropriate strategies and resources to address these gaps. It is also recommended that strategies be determined for addressing these gaps (e.g., how best to support volunteers—funds to HQs for national resources and tools or to local development of professional activities).
Management Response
The Department agrees with the principle of this recommendation.
One of the objectives of the National Host Conference (February 2005) will be to share innovative practices and tools that support SPOs and volunteers. Through workshops and presentations, the Conference will provide a positive learning environment for issues such as volunteer recruitment, screening and training, and to discuss options relating to effective volunteer management. The Host conference may be an opportunity to recognize publicly the contribution of volunteers to the program, and the volunteer management efforts to-date of SPOs.
The Department will initiate the development of a Host Manual in order to create a more consistent approach to service delivery and to support Host workers in their day-to-day activities. The Manual will serve as a vehicle to share successful practices and to guide service providers in the implementation of such practices. Guidelines relating to the screening of volunteers, which is part of the broader volunteer management function, will be a component of this manual.
The Department continues to support the efforts of SPOs in their recognition of volunteers. The recently developed Host Volunteer Certificate is a tool used by SPOs to acknowledge the contribution of volunteers.
The Department will explore opportunities that will encourage SPOs to target volunteers such as students, seniors, and immigrants. The Department will also promote the distribution of promotional materials. Additional outreach is contingent upon additional resources.
The promotion of the Host program and its benefits to newcomers can be further explored through various communication mediums.
In consultation with service provider organizations, the Department recently developed promotional materials such as videos, DVDs, brochures and Host certificates. These tools are intended to support SPOs in their volunteer orientation and outreach activities. These products established a common look for the Host program. Future developments of the Host program will build on these products to support outreach activities of SPOs, subject to additional support.
Context
Volunteer participation was reported as one of the challenges faced by all volunteer-based organizations. The Department intends to promote innovative ideas regarding group activities that would include a larger number of eligible clients. Service provider organizations have suggested that the Host Volunteer Certificates be signed by the Minister, asserting that this change would be much appreciated by their volunteers.
Time Frame
Spring 2005: Following the conference, a report including innovative practices will be distributed.
4. Streamline, Reduce Duplication in Reporting Requirements for Host Service Providers. The evaluation found that there was duplication of effort as service providers were required to report to the local CIC offices and through iCAMS. Currently, service providers are required to enter data monthly into iCAMS, as well as submit monthly or quarterly—depending on the contribution agreement—activity reports. It is recommended that service providers only be required to enter data into iCAMS and that the written report requirement be dropped. This will only be feasible once reports are regularly being produced and made available to all levels of CIC—by individual SPO and in aggregate by city and region and service provider—for the activities undertaken by their organization. It is further recommended that, where narrative reports are currently required, they continue to be submitted, but on a quarterly basis. These changes to the current reporting requirements would ease the funding pressures at service provider organizations and enable staff to spend more time delivering direct services.
Management Response
The Department agrees that efforts must be made to reduce duplication in reporting. The Department is aware that SPOs report not only to CIC but to other funders, in addition to the records they maintain for their own internal management.
The Department has already reduced one part of CIC duplicate data entry through a system interface for LINC services in Ontario, and special data entry arrangements in a small number of other situations.
In addition, the Department has recently started a report consolidation process. The Department is consulting internally on the type of reports that can be generated using the data from the performance measurement system (iCAMS) to meet the monitoring requirements of CIC local offices. These new reports would replace some of the existing monthly and quarterly written activity (statistical) reports submitted to local offices. However, they could not replace the qualitative and narrative data, or data that is not currently collected through iCAMS.
As iCAMS is quantitative in nature, the written narrative report requirement remains an important tool to determine SPOs’ activities and unique initiatives, and to identify trends and changes in immigration patterns from the perspective of the SPO. Decisions to proceed with quarterly written reports instead of monthly must be made at the local or regional level. Integration Branch will recommend quarterly reporting requirements, while allowing regions the flexibility for alternate reporting time frames.
Context
CIC requires SPOs to input data into iCAMS, which is central to the settlement accountability framework and is also an evaluation criterion for SPOs seeking multi-year funding.
Currently, service providers are submitting monthly or quarterly reports to CIC local/regional offices in addition to providing monthly iCAMS data entry. The monthly/quarterly reports contain statistical, financial and narrative data that are used by local/regional offices to substantiate SPO payment claims.
The Department has frequently heard from service providers about their frustration with the amount of duplicate data entry and reporting that is required to meet the needs of the CIC national performance measurement system, CIC local office monitoring of contribution agreements, other funders and the service providers’ own internal operational management. These concerns are being addressed by the report consolidation process. CIC is also monitoring research and development efforts in Ontario and Alberta regarding the creation of a single management information system.
Narrative reports and statistical information continue to be an excellent source of information about trends and changes in immigrant settlement patterns.
Time Frame
Reports resulting from the consolidation exercise are expected in spring 2005.
5. Provide More and Improved Information on Clients. There is an identified need for accessible information on clients. This would enable CIC to make more informed programming priorities and decisions. Specifically, this information could contribute to the allocation of resources, strategies for expanding reach, and tools and support for volunteer management processes, based on who is accessing which services and how often. There is also a need for outcome-related information.
Management Response
The Department agrees, in principle, with this recommendation.
The Department will have access to information on the demographic composition of client groups and service usage through the performance measurement system (iCAMS). This data will provide analyses for program improvements.
The Department plans to make some of these reports available to service providers. Where reports include client demographics, these will be displayed on an aggregate basis—no individuals are identifiable—and will enable service providers to view reports concerning only their clients.
The Department will need to secure ongoing funding for the regular maintenance of accountability activities. The maintenance of iCAMS would update the system and produce relevant reports.
The Department will explore the possibility of developing and piloting a national survey for immigrants to complete during their citizenship process. This survey would capture what settlement services immigrants accessed and which were found to be most beneficial in the settlement process.
Context
iCAMS was designed primarily for performance measurement, evaluation, policy development, research and monitoring. In order to maximize the benefits of the system data, it has been the Department’s intent to enable service providers access to some of the data for their own program improvement purposes. The main approach for sharing information based on iCAMS data is the creation and distribution of iCAMS reports. A considerable amount of effort and resources has been invested in iCAMS report production. Reports can only be shared under the strict parameters set by the federal Privacy Act and additional access restrictions.
Currently, activities are funded using settlement contribution dollars. Proposals are currently being developed for on-going funding for iCAMS. In the absence of other on-going funding, existing settlement funds will continue to be used.
Time Frame
iCAMS will be able to generate HOST reports by summer 2005. CIC is also developing a distribution strategy for these reports.
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