OPERATIONAL GUIDELINES

MULTICULTURAL, SETTLEMENT AND EDUCATION PARTNERSHIP (MSEP) OPERATIONAL GUIDELINES

Table of Contents Introduction...3 Multicultural, Settlement and Education Partnership (MSEP)...4 Expected Outcomes of the Program...4 The Service...4 Student and Family Eligibility...5 Modes of Service Provision...6 Client Access to the MSEP Program...6 Client Referrals to Other Resources...6 Training...7 Lines of Accountability/Roles...7 Roles and Responsibilities...7 Settlement Service Provider Organization (SSPO)...8 Inter-Cultural Neighbourhood Social Services (ICNSS)...8 Lines of Communication...9 Resource Allocation...9 MSEP Steering Committee...9 Composition...9 Roles and Responsibilities...9 Activities...10 MSEP Community Support Committee...10 Composition...10 Activities...11 School Principal (and/or Designate{s})...11 Roles and Responsibilities...11 Board Contact...12 MSEP Program Manager...13 Roles and Responsibilities...13 School Settlement Worker...14 Roles and Responsibilities...14 Peel District School Board and Dufferin-Peel Catholic District School Board..17 Conflict Resolution Mechanism...17 MSEP Operational Guidelines 05-2004 Page 2

Multicultural, Settlement and Education Partnership (MSEP) Operational Guidelines Introduction The Region of Peel has a long history of attracting and welcoming newcomers to Canada. Support for our newcomers in the form of settlement services has led to a comprehensive network of community services designed to meet these needs. The Multicultural, Settlement and Education Partnership (MSEP) is an important component of this community service infrastructure as it combines community service and educational resources to provide settlement services using local schools as points of service delivery. The purpose of MSEP is to assist newcomer parents and students integrate into Canadian society, including the life of their school community. MSEP also helps school staff better understand newcomers settlement needs and the context of their migration. MSEP provides settlement services to new immigrant families from the base of their local school through a partnership between Inter-Cultural Neighbourhood Social Services (ICNSS), the Peel District School Board (PDSB), the Dufferin- Peel Catholic District School Board (DPCDSB) and Citizenship and Immigration Canada (CIC). This program benefits all parties. For parents and students, it provides immediate access to initial settlement services and facilitates referrals to other community supports. For teachers, administrators and school support staff, it offers a resource they are themselves often called upon to provide when newcomer parents and students appeal for settlement help. Settlement workers are community agency workers who assist families newly arrived in Canada to access needed community resources and support. These workers provide newcomer orientation and information and make referrals according to the need for more specialized services. Often, they speak the language of the newcomer families and are familiar with the cultural practices of their countries of origin. MSEP provides a systemic and proactive response to newcomer settlement needs identified in schools, and enhances the capacity of Peel Region MSEP Operational Guidelines 05-2004 Page 3

community services to better serve newcomers. MSEP represents a commitment by all stakeholders to integrate newcomers into the community through a strong partnership between the district school boards, community agencies, and Citizenship and Immigration Canada. Multicultural, Settlement and Education Partnership (MSEP) The focus of the program is to facilitate the integration of newcomer students and their families into the school and education system and to provide service to the whole family by connecting them to the community resources which support the settlement process. Expected Outcomes of the Program 1. Newcomer students and their families will have a one-stop referral to a full range of services, particularly settlement services, in the wider community 2. The partnership between parents/guardians, school and the community will be strengthened 3. A link will be forged between parents/guardians and students, between parents/guardians and the school, and between students and the school 4. School staff will be better informed about the needs of the newcomer population and therefore in a better position to respond appropriately 5. Settlement workers and school staff will be more informed as to each other s needs and resources resulting in better services to newcomers 6. Parents/guardians will understand how to become actively and effectively involved in their children s education 7. Parents/ guardians and school staff will have access to cultural interpretation services as required 8. Newcomer students will adjust to a new school, language and community more quickly, with more confidence and hope for success The Service Through the Multicultural, Settlement and Education Partnership (MSEP), Inter- Cultural Neighbourhood Social Services (ICNSS) will work with agencies providing services to newcomers, school administrators from both the Peel District School Board (PDSB), and the Dufferin-Peel Catholic District School Board (DPCDSB) to deliver settlement assistance to new immigrant students and their families: 1. Facilitating the integration of the student and family into the education system 2. Linking the student and family members to community resources which provide settlement services, and to other resources offering help in other aspects of Canadian life MSEP Operational Guidelines 05-2004 Page 4

3. Facilitating understanding and involvement of newcomer families in the school and encouraging their participation in school activities Student and Family Eligibility All newcomer students and their families with first-year settlement needs will be eligible to receive the services of this program. MSEP will provide services to all newcomers in the schools who are: Permanent residents Convention refugees Refugee claimants Study permit holders Work permit holders Levels of MSEP service The MSEP service is available to all schools in Peel Region that are governed by the Peel District School Board and the Dufferin-Peel Catholic District School Board. The MSEP program provides 3 levels of service depending on schools settlement service needs: Schools with 50 or more newcomer students (Level 1) in the last two years. Settlement workers are placed in schools to provide systematic outreach and service to newcomer families during the school year. Schools with between 30 and 50 newcomer students (Level 2) in the last two years. Newcomer families are invited to attend settlement-related workshops and information sessions. A settlement worker will meet with them upon request from the school or the Reception /Assessment Centres. Schools with less than 30 newcomer students (Level 3) in the last two years. Settlement workers will respond to requests made by newcomer families, schools or Reception/ Assessment Centres for settlement-related information and referral service. MSEP Operational Guidelines 05-2004 Page 5

Modes of Service Provision The MSEP services are accessed directly through the workers assigned to Level 1 schools. Settlement workers will perform the following activities: 1. Systematic outreach to newly arrived families at the point of school registration or Reception Centre intake 2. Individual meetings with students, parents/guardians, school staff to provide information, orientation, referral, and insight into cultural expectations 3. Group workshops for students, parents/guardians to provide information about available community resources, orientation to the education system and other Canadian institutions 4. Group workshops for students, school staff and family members on relevant settlement, education and cultural topics 5. Ongoing development of diverse strategies to communicate to the school community, i.e. newsletters, participation in school and school board events, presentations Client Access to the MSEP Program 1. Reception/Language Assessment Centre intake 3. MSEP outreach activity 4. Referral by family members or friends 5. Self referral 6. Referral by school staff 7. Referral by settlement service providers or other community based sources Client Referrals to Other Resources As appropriate, clients will be referred as follows: 1. To settlement service agencies for parents/guardians in need of specialized settlement assistance, (i.e. in-depth settlement counselling (ISAP), Newcomer Settlement Program (NSP), job search workshops, resume writing workshops, general orientation workshops, HOST matches, Language Instruction for Newcomers to Canada (LINC) or other ESL programs) 2. For specialized counselling services through the appropriate community agency: (i.e. conflict mediation, mental health counselling, career counselling and other specialized needs). Where there is a need for such services, settlement workers must refer newcomers to the appropriate service MSEP Operational Guidelines 05-2004 Page 6

3. To other service agency/supports (i.e. welfare, housing, food bank, counselling, legal aid clinic, health) 4. For school-based resources. For students, all referrals must be done through Board protocols: (i.e. psychologists, social workers, post secondary education, conflict mediation, language teaching - ESL/ELD) 5. To parent/guardian supports, committees, and volunteer opportunities in the school 6. To local community resources (i.e. libraries, places of worship, recreation centres, ethno cultural groups, ethno cultural stores, media, Big Sisters, etc.) Training All staff and partners in the program will receive training tailored to their individual needs and their role in the MSEP program: 1. For principals, school designates, Board contacts, school support workers: MSEP overview, partnership roles, referral system, communication systems, settlement needs and issues 2. For the Executive Director (ICNSS) and the MSEP Program Manager: leadership training, overview, roles, referral system, communication systems, statistics and reporting, orientation to the school systems 3. For the school settlement workers: overview, roles, referral system, cultural interpretation and settlement counselling, communication systems, immigration orientation, newcomer adjustment process, teamwork, conflict resolution skills, service documentation, workshop delivery, time management, Canadian classrooms and the school system, second language acquisition by children, orientation to the Peel District School Board and the Dufferin-Peel Catholic District School Board including training in the values and policies of both, e.g. ethics, confidentiality 4. Throughout the program the MSEP Steering Committee, the MSEP Community Support Committee and the MSEP settlement workers may identify additional training needs. Lines of Accountability/Roles All parties in the program will become familiar with their partners organizational systems, policies, procedures, and channels of communication. Roles and Responsibilities MSEP Operational Guidelines 05-2004 Page 7

Settlement Service Provider Organization (SSPO) Inter-Cultural Neighbourhood Social Services (ICNSS) 1. Responsible, as are all parties, for meeting expectations 2. Prepares and submits co-ordinated funding proposal(s) for the program to Citizenship and Immigration Canada (CIC) after negotiating the program with the schools and service providers involved 3. Administers the CIC contract funds 4. Signs Letter of Agreement 5. Abiding by ICNSS hiring policies, advertises the positions, interviews and hires the successful candidate in conjunction with the Board contacts 6. Employs the school settlement workers, the MSEP Program Manager and the MSEP Administrative Assistant 7. Provides personnel administration for the school settlement workers 8. Provides an orientation about ICNSS for the principal(s) involved, the MSEP Program Manager, and all school settlement workers hired to work in the families of schools 9. Provides overall supervision and direction of school settlement workers in collaboration with the principal(s), the MSEP Program Manager, and the Steering Committee 10. Is a member of the MSEP Steering Committee and the MSEP Community Support Committee 11. In partnership with schools, keeps up to date with local demographics and develops a service contingency plan to address changes in immigration patterns 12. Negotiates client-focused complementary program relationships with other agencies 13. Develops summer settlement programming in consultation with program partners and potential community partners, e.g. libraries, community centres 14. Agrees that: 1.1. The MSEP Steering Committee has responsibility for providing overall coordination of the program 1.2. The principal(s) and the MSEP Program Manager have joint responsibility for day-to-day identification of service needs for the school settlement worker 1.3. The Steering Committee will provide data for comparative purposes to ICNSS. Establishes a two-way client referral protocol between the school settlement worker and ICNSS 1.4. Obtains feedback from the MSEP Steering Committee, the MSEP Program Manager, and the principal(s) for staff evaluation purposes 1.5. Provides the rationale and requisite notice in the event of termination of any MSEP staff member MSEP Operational Guidelines 05-2004 Page 8

Lines of Communication ICNSS: 1. Reports as required to CIC 2. Promotes the program through open communication to parents and external audiences 3. Facilitates open communication and client referral between the school settlement workers in the program and settlement staff at the agency 4. Facilitates open communication and client referral between the school settlement workers in the program and other community agencies 5. Collaborates with both District School Boards and liaises closely with Board contacts 6. Provides reports to District School Boards upon request Resource Allocation During those times when settlement workers are not in schools, ICNSS will provide them access to: 1. work space 2. telephone 3. meeting space 4. office equipment 5. storage space MSEP Steering Committee Composition The MSEP Steering Committee is responsible for coordinating all aspects of the MSEP program. The Committee will consist of: 1. Peel District School Board contact(s) designated by the Board administration 2. Dufferin-Peel Catholic District School Board contact(s) designated by the Board administration 3. Executive Director, ICNSS 4. MSEP Program Manager 5. CIC representative(s) 6. 4 administrators, two representing Peel DSB and two representing Dufferin-Peel CDSB Roles and Responsibilities 1. The Steering Committee has responsibility for providing overall coordination of the program. 2. The Board contacts will take the lead within the school systems to facilitate the operation of the program and to negotiate changes that may be necessary. MSEP Operational Guidelines 05-2004 Page 9

3. The MSEP Program Manager will be responsible for taking the initiative with the two Boards and other community services programs to facilitate the operation of the program and to negotiate changes that may be necessary. 4. The Board contacts will support the MSEP Program Manager in the operation of the program. 5. MSEP Steering Committee members who also serve on the MSEP Community Support Committee will bring forward items from and provide feedback to the Community Support Committee. Activities The MSEP Steering Committee will: 1. Meet no less than four (4) times per year 2. Report to senior administration in their respective organizations as required 3. Review program data and reports and formulate recommendations for the program 4. Act as consultants and advocates for the program within their own sphere of operation 5. Organize settlement staff professional development sessions 6. Facilitate the program evaluation process 7. Support and assist the MSEP Program Manager as needed 8. Arrange for program orientation for school administrators, other partners involved in the program, and other personnel 9. Develop program-wide initiatives 10. Investigate and seek supplementary funding resources for the program 11. Be responsible for ongoing program development and implementation 12. Develop policy on summer programming in conjunction with other program partners MSEP Community Support Committee The purpose of the MSEP Community Support Committee is to support the ongoing operation of the MSEP program so that it complements existing settlement services. Composition 1. Representatives of Peel agencies providing newcomer service programs 2. Executive Director, ICNSS 3. MSEP Program Manager 4. CIC representative(s) MSEP Operational Guidelines 05-2004 Page 10

Activities 1. Meet no less than two (2) times per year 2. Develop and implement protocol for referrals between the MSEP program and other settlement services with a view to providing seamless delivery of settlement services 3. Make recommendations regarding training needs of both ISAP and MSEP settlement workers with respect to program articulation and referral 4. Provide feedback to the MSEP Steering Committee 5. Provide ongoing support for the effective delivery of MSEP services School Principal (and/or Designate{s}) Roles and Responsibilities 1. Administration 1.1. Ensures compliance with Ministry of Education and District School Board policies 1.2. Responsible for identifying day-to-day service needs for the school settlement worker in conjunction with the MSEP Program Manager and relevant school staff 1.3. Ensures that existing roles and services in the school will be complemented and augmented by the school settlement worker and not replaced or duplicated 1.4. Ensures that a consistent and welcoming orientation process for newcomer families is in place 2. Orientation and resource provision 2.1. Arranges for an orientation to the school for the school settlement workers 2.2. Facilitates access to needed resources as outlined below in school resource allocation 2.3. Facilitates the integration of the school settlement worker into the school culture 2.4. Ensures that all school staff and persons providing support services are appropriately informed and involved 3. Lines of Communication 3.1. Facilitates open and flexible communication with the MSEP Program Manager, the Board contacts and the settlement workers 3.2. Promotes the MSEP program through open communication with parents, parent committees, school staff and community partners 3.3. Liaises as needed with other participating schools 3.4. In partnership with ICNSS and Board contacts, keeps informed of emerging settlement needs and responds as necessary 4. Referrals MSEP Operational Guidelines 05-2004 Page 11

4.1. Requests settlement worker assistance from the settlement worker or from the MSEP Program Manager 4.2. Ensures referral of eligible clients to settlement workers following signing of consent forms 4.3. Facilitates newcomer access to settlement worker services 4.4. Facilitates access to community resources for newcomer families through the settlement worker 4.5. Facilitates linkage between students and parents with settlement needs and available District School Board client service resources 5. Feedback 5.1. Provides feedback to the MSEP Program Manager about the MSEP program 5.2. Facilitates an internal referral and feedback process between school staff and school settlement workers 6. School Resource Allocation Each school assigned an MSEP settlement worker will provide: 6.1. Access to a telephone 6.2. Access to adequate space for client meetings 6.3. Access to shared working space for use by school settlement workers 6.4. Access to internal and external communication channels (e.g. mail slot, board courier) 6.5. Access to secure storage for client records 6.6. WWW and Computer Access where available 6.7. Incidental photocopying Board Contact Each Board contact will: 1. Compile Board data with respect to the newcomer population in Peel Region 2. Attend meetings of the MSEP Steering Committee 3. Support and communicate with the MSEP Program Manager as required 4. Broadcast information on the MSEP program through the Board communication vehicles 5. Take the lead within the school system to facilitate the operation of the program and to negotiate changes that may be necessary. MSEP Operational Guidelines 05-2004 Page 12

MSEP Program Manager The MSEP Program Manager is responsible for coordinating the work of the MSEP settlement workers in cooperation with ICNSS and the MSEP Steering Committee. Roles and Responsibilities 1. Administration 1.1. Responsible for the day-to-day supervision of the MSEP settlement workers 1.2. Assists the ICNSS Executive Director in identifying candidates, interviewing and hiring new settlement workers 1.3. Supervises and evaluates the settlement workers performance 1.4. Keeps up to date on issues, policies, and legislation affecting newcomers 1.5. Facilitates the program evaluation process in collaboration with the MSEP Steering Committee and the independent program evaluator 1.6. Investigates and seeks supplementary funding resources for the program in collaboration with the Steering Committee 1.7. Chairs bi-weekly meetings of the MSEP settlement workers 1.8. Supervises the MSEP Program Administrative Assistant 2. Training and Resource Development 2.1. Facilitates/delivers initial training and orientation for MSEP settlement workers 2.2. Provides each settlement worker with an information resource kit which contains policies of ICNSS and the Boards, protocols, immigrant services resource directories, community service directories, cultural profiles, lines of communication in the program) 2.3. Arranges for training of program staff and partners in collaboration with the MSEP Steering Committee 2.4. Develops and compiles resources relative to the needs of the newcomer families and the school 2.5. Develops workshops and seminars as required 2.6. Develops diverse marketing strategies for program promotion during the school year and the summer period 3. Reporting 3.1. Using various sources, compiles regular statistical reports for the MSEP Steering Committee, the MSEP Community Support Committee, ICNSS and CIC 3.2. Using information provided by the MSEP settlement workers, provides a monthly report for ICNSS and CIC 4. Program Development and Management MSEP Operational Guidelines 05-2004 Page 13

4.1. Reviews ongoing school settlement worker responsibilities and prioritizes local school newcomer needs in consultation with school administration 4.2. Assists workers to develop and implement strategies for systematic outreach to newcomers in the schools 4.3. Negotiates scheduling changes with the partnering school principals based on client needs 4.4. Acts as consultant for the MSEP program 4.5. Develops program-wide initiatives in collaboration with the MSEP Steering Committee 4.6. Collaborates with the program partners to develop and implement the MSEP summer program 4.7. Researches alternative models of service delivery and proposes adaptations to improve the existing ones 5. Lines of Communication 5.1. Facilitates open and flexible communication with the MSEP settlement workers, principals or designates, board contacts, other agencies, the MSEP Steering Committee and ICNSS 5.2. Networks closely with other ICNSS Program Managers and community agencies 5.3. Participates on the MSEP Community Support Committee and the MSEP Steering Committee 5.4. Refers appropriate issues to the MSEP Steering Committee and the MSEP Community Support Committee 5.5. Promotes the program through open communication with the two District School Boards, other agencies, parents, parent committees, agency staff and external audiences 5.6. Participates in networking meetings with other Settlement Workers in Schools (SWIS) programs School Settlement Worker Roles and Responsibilities 1. Direct Service Work with Newcomer Students and their Families 1.1. Outreach to new families based on consent form information or referral from community agencies 1.2. Conduct settlement needs assessment of newcomer families 1.3. Assist families to prioritize settlement needs 1.4. Provide newcomer families with settlement orientation, information and referrals to agencies 1.5. Facilitate the access of newcomer families to school activities, committees, councils and associations 1.6. Facilitate referrals to community resources and services when there are barriers due to language and/or culture MSEP Operational Guidelines 05-2004 Page 14

1.7. Participate in the school reception and orientation process for newcomer students and their families 1.8. Act as a settlement information resource for newcomer students 1.9. Enable newcomer families to advocate for the educational needs of their children 1.10. Advocate on newcomer s behalf when appropriate 1.11. Provide services in a supportive and sensitive manner maintaining client confidentiality 1.12. Refer situations involving students requiring mental health counselling, career counselling, discipline in the school, or conflict, to the appropriate school department 1.13. Refer situations with parents and other family members requiring mental health counselling, career counselling, or conflict mediation to the appropriate community resource 2. Direct Service Work with School Staff 2.1. Facilitate constructive and culturally sensitive communication between the school staff and the newcomer students and their families 2.2. Inform and orient staff about settlement-related issues 2.3. Assist the school in establishing and maintaining contact with "hard to reach" newcomer families 2.4. Provide cultural background information to the school staff as needed 2.5. Support the students and their families by providing, to the appropriate school staff, background information which will assist in the education of the student 3. Organization of Events and Activities Individually and in groups, MSEP settlement workers will plan, co-ordinate and implement settlement-related activities and presentations for large and small audiences with the MSEP Program Manager s approval and in consultation with the school principal and other relevant staff. Specifically, they will: 3.1. Research and present information on a variety of multicultural issues 3.2. Facilitate the communication between newcomer parents/guardians and the school in group and workshop contexts 3.3. Participate in the development and delivery of workshops for school staff, students, newcomer parents, and community members on such issues as: cultural sensitivity, educational systems, parenting issues in a Canadian context, general orientation and information meetings to help newcomer students and families adjust to life in Canadian society 3.4. Provide follow-up discussion groups for parents/guardians and intermediate/secondary school students as approved by the MSEP Program Manager and the school principal 3.5. Promote settlement-related programs and activities MSEP Operational Guidelines 05-2004 Page 15

3.6. Develop and prepare newcomer settlement packages for distribution to newcomer families: (i.e. school information, map of community, community and government resources, public transit information) 4. Program development 4.1. Participate in on the job training 4.2. Actively participate in regular MSEP settlement worker staff meetings 4.3. Participate on committees, attend workshops, conferences and seminars as approved by the MSEP Program Manager 5. Administration 5.1. Maintain and submit statistical information and reports as required by CIC 5.2. Maintain overall management of client caseload 5.3. Maintain updated information on services, resources and policies that are relevant to the school and community settlement process 5.4. Ensure appropriate and confidential handling of client information and files 5.5. Submit regular administrative reports as required by ICNSS 5.6. Comply with ICNSS personnel policy and Standards and Code of Conduct 5.7. Comply with policies and protocols of the Peel DSB and Dufferin-Peel CDSB 6. Lines of Communication and Lines of Responsibility 6.1. Communicate regularly with the MSEP Program Manager 6.2. Communicate regularly with ICNSS staff 6.3. Communicate regularly with the school administrators and contacts 6.4. Communicate regularly with colleagues in other agencies Privacy and Information Issues In the course of their dealings with clients, the MSEP Settlement Workers will abide by the Personal Information and Protection of Electronic Documents Act (PIPEDA). The provisions of the Act will apply to all aspects of MSEP services and in all school locations. The Settlement Workers will also follow the General Administrative Procedures of DPCDSB and PDSB. In cases where the MSEP Settlement Worker is not sure how to proceed she/he will always consult with the School Principal or the MSEP school contact. Code of Conduct The MSEP Settlement Workers will also abide by the ICNSS Standards and Code of Conduct (App. A), which they sign prior to being employed by ICNSS. In addition to the ICNSS Standards and Code of Conduct, the Social Work Code of Ethics by the Canadian Association of Social Workers will provide guidance and direction in the execution of duties of all MSEP Settlement workers. MSEP Operational Guidelines 05-2004 Page 16

MSEP Settlement Workers who are assigned to DPCDSB schools must respect the basic tenets of Catholic social teaching, namely: the dignity of the human person, human rights and responsibilities, the common good, solidarity, the preferential option for the poor, respect for life and the value and dignity of human work (DPCDSB Policy 8.04). Police Clearance Before serving clients on school board property, all MSEP Settlement Workers must undergo criminal record checks in accordance with the procedures established by the Ontario Education Services Corporation (OESC). ICNSS will ensure that all newly-hired MSEP Settlement Workers apply for OESC Identification Cards and once the cards are issued ICNSS will notify the School Boards in writing. MSEP Settlement Workers are required to carry their OESC ID card plus a piece of valid photo identification with them whenever they are on school board property. Peel District School Board and Dufferin-Peel Catholic District School Board The District School Boards are responsible for: 1. Approving and signing the Letter of Agreement 2. Fulfilling conditions as outlined in the Letter of Agreement 3. Providing representatives to the MSEP Steering Committee Conflict Resolution Mechanism 1. In all cases, the Ontario Human Rights Code, the Canadian Charter of Rights and local human rights policies will prevail. 2. If a conflict is covered by existing Board/agency policies, it will be managed through due process outlined in those policies. 3. If conflict is beyond the parameters of existing Board or Agency policies, the matter will be referred to the school principal and the program coordinator or the appropriate manager. Should further consultation be required, the MSEP Steering Committee will be required to provide consultative advice. Should the conflict require resolution at higher levels of authority, it will be referred to the appropriate Director of Education and the Executive Director of the Agency for resolution through the Peel Community Mediation Service. New policy amendments to either the MSEP Operational Guidelines 05-2004 Page 17

MSEP Operational Guidelines or the Letter of Agreement will be negotiated and recommended by the MSEP Steering Committee. 4. In the event of a conflict between Agency and Board policies, the MSEP Steering Committee will negotiate and recommend an amendment to the Letter of Agreement to the Directors of Education of the Board(s) and the Executive Director of the Agency. MSEP Operational Guidelines 05-2004 Page 18