National Initiatives

National Settlement Service and Standards Framework

Introduction

Why Develop a Settlement Service and Standards Framework?

A framework provides a rationale and philosophy affecting policy and service development. As a tool, it must be consistent with the priorities, goals and objectives of the settlement service sector. It outlines the principles and processes to be followed and is generally written for a broad audience.

The Settlement Service and Standards Framework is the result of the efforts of Working Group IV of the Voluntary Sector Initiative (VSI). The Initiative’s work on Strengthening the Settlement Service Sector is the result of collaboration between the settlement service sector and governments.

Working Group IV’s overall objective is to explore and further develop settlement sector standards to improve service-delivery for immigrants and refugees. This document has six specific objectives:

1. To establish national benchmarks for settlement services that are relatively easy to measure, for interpretation in the larger societal context.
2. To establish minimum organizational and program standards for settlement service providers.
3. To provide model job descriptions, core knowledge and skills requirements of settlement practitioners and establish basic standards in service, while allowing for regional variation.
4. To provide a model performance evaluation tool that will identify skills and training requirements.
5. To provide recruitment and governance guidelines for board directors in order to enhance organizational accountability and effectiveness.
6. To explore means of increasing the profile and recognition of the settlement sector among other social service providers, related professions, and the public.

This document establishes the objectives above in a broad framework and identifies areas where there is a high degree of agreement, as well as areas that will require further dialogue. There is consensus, or a high level of agreement among the settlement sector, in the following areas:

• Functional definition of settlement;
• Definition of settlement service types and service areas; and
• The usefulness of a longitudinal study of clients to determine long-term outcomes.

This framework is intended to serve as a resource or reference document for a discussion of relevant topics at the Second National Settlement Conference.

Working Group IV membership consists of representatives from Citizenship and Immigration Canada (CIC); the governments of Alberta, British Columbia, and Manitoba; as well as settlement service providers. It was co-chaired by Sherman Chan (CCR/MOSAIC) and Bonny Wong-Fortin (CIC) until the latter left in January 2003 and was succeeded by Teresa Pires (CIC).

Why Standards?

Background

Standards are generally agreed-upon norms that form a basis of judgement or comparison. The application of standards is commonly associated with the accreditation, licensing, or certification of a profession, such as social workers and teachers.

For the settlement sector, the discussion of standards needs to be placed in a historical context. Standards also need to be considered within the context of the current stage of the sector’s development, and of the resources available to the sector.

Standards for settlement services have been discussed since the federal government initiated Settlement Renewal in 1995 to devolve responsibility for service delivery to other levels of government and local co-ordinating bodies.

National and provincial umbrella organizations, professional and settlement service agencies, such as CCR, OCASI, AMSSA, BCSIWA, and COSTI, have initiated work on occupational competence and standards frameworks. Some provincial governments have also developed organizational standards for funded agencies to demonstrate their capacity to deliver services.

Minimum national standards are required so that specific core services exist across the country regardless of their funding source. (OCASI, 2001)

What do we mean by standards?

Standards can be conceived of at different levels. This document divides standards into three broad categories: program standards, agency standards, and the core competencies of a settlement counsellor (job standards).

• Program standards relate to settlement services provided to newcomers. These are minimum acceptable quality standards that services should attain for a minimum acceptable level of service to clients, government funders or professional bodies.
• Agency (or organizational) standards concern the management and governance of settlement agencies, and also include organizational structure.
• Core competencies (or job standards) refer to the knowledge, skills, personal aptitude and qualities that settlement counsellors should possess.

The benefits of standards

The settlement service sector is mature enough to formalize program and agency standards to improve its accountability, organizational effectiveness, and efficiency.

The ultimate benefit of standards should be improved client services. Once established, standards will make the settlement sector more credible through quality assurance; will improve services to newcomers; and, at the same time make agencies more accountable to funders and communities. Standards will also bolster the confidence of the general public and donors in the voluntary sector.

Program and organizational standards will provide a developmental blueprint for fledgling agencies in areas such as strategic planning, management, program delivery, and general operations. Standards can also serve as a tool against which other organizations may review their operations and programs. There has been some concern in the settlement sector over potential loss of autonomy and micro-management by funders. However, because standards would reassure funders about the efficacy of services and programs, as well as about agency accountability, there would be no need for micro-management.

Finally, national standards for the core competencies of settlement practitioners will define the abilities of practitioners, and render them transferable across Canada. Clearly articulated standards will pave the way for settlement practitioners to gain recognition as specialized professionals in the social services field. Furthermore, standards will contribute to enhanced sector coherence, cross-referrals, partnerships, and greater career mobility for practitioners.

Limits to standards

While most agencies have formal processes for meeting required levels of accountability, management competency, and standards, some agencies struggle to meet all of them.

Settlement service providers and funders alike must understand precisely how and when standards will be used. Standards should not be established at the expense of agency creativity, flexibility, and responsiveness to community needs. Moreover, the comprehensiveness or degree of attainment of standards should be commensurate with the financial resources and longevity of a settlement agency. Additionally, consideration must be given to agencies in rural settings, where there may be limited community resources.

The present condition of the settlement sector makes it more appropriate for standards to be adopted on a voluntary basis, or used as a tool to enhance operations of settlement agencies, as well as to create common language and a greater consistency in the sector.

How was this Framework Developed?

Working Group IV drafted the terms of reference for this discussion document in August 2002 and work began the following October. This discussion document was developed using the following methodologies:

Existing Literature Review of relevant literature

Working Group Discussions with Working Group IV members in a face-to-face meeting, telephone interviews, and teleconferences, as well as feedback on a draft outline

Survey A questionnaire survey of settlement service agencies, most of which are funded under ISAP, Host and/or provincial governments to deliver direct settlement services (A list of settlement service agencies that responded is attached in Appendix B).

Agency Document A review of sample documents received from settlement service agencies.

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