Volume X, Number 3, Fall 2004

Issue Topic: Harnessing Technology for Evaluation

Beyond Basic Training

Bringing Together Information Technology and Professional Development to Transform the Settlement Sector

Etagegnhue Woldeab and the Information and Technology team from the Ontario Council of Agencies Serving Immigrants describe two web-based tools that facilitate the work of immigrant-serving organizations in Ontario, Canada, and help ease the transition of newcomers to that country.

One of the primary challenges for social service organizations is how to move beyond basic access to the Internet and other technologies to mobilizing knowledge in a strategic way for improving services, advocating change, building communities, and transforming society. The Ontario Council of Agencies Serving Immigrants (OCASI), a nonprofit collective of immigrant-serving agencies, is at the forefront of using technology in strategic and proactive ways to improve the lives of refugees and immigrants. Members of OCASI include more than 160 community-based organizations in cities and regions across Ontario. Since 1978, OCASI and its member agencies have been instrumental in assisting tens of thousands of new immigrants in the settlement process each year.

To assist newcomers effectively, settlement agencies require quick, easy access to information and resources. OCASI plays a key role in promoting the use of technology and increasing the level of computerization within immigrant-serving agencies. With funding from Citizenship and Immigration Canada and the Ontario Ministry of Citizenship and Immigration, OCASI is engaged in ongoing development and maintenance of the Settlement.org websites, two web-based tools that serve as portals to a wide range of up-to-date, comprehensive information and resources for refugees and immigrants settling in Ontario and for settlement professionals serving newcomers.

Settlement.org/At Work
The first tool, Settlement.org/At Work, acts as both a portal for settlement service professionals and a gateway to professional development opportunities. At Work's goals are as follows:

• Improve the quality of information and services provided to newcomers
• Strengthen the knowledge and expertise of agencies and individual workers
• Increase the productivity of agencies and individual workers
• Enhance communication and collaboration within the newcomer sector

At Work meets these objectives by providing an electronic community where agencies and workers can post announcements, make contacts, discuss current issues or projects, find answers to frequently asked questions, and access a database of online documents. While the main target audience remains settlement workers and other staff in the immigrant-service sector, a strong secondary target group includes all social service workers who provide services to newcomers.

As a professional development tool, At Work has enormous power and practical advantage. It enables member agencies to research issues and access timely sector-related resources and professional development opportunities. Before meeting with a client, for example, a settlement worker could log on to At Work to review referral and resource information needed for the meeting. Afterward, if the worker wanted to seek advice or share concerns with colleagues, he or she could return to At Work and post questions to the discussion forums or obtain training information to improve his or her capacity to deal with similar problems.

Settlement.org for Newcomers
The second web-based tool, Settlement.org for Newcomers, primarily focuses on newcomers, although it also serves a wider audience that includes settlement professionals and the general public. The site offers an array of information: advice on accessing professions and trades, finding a place to live, obtaining social insurance and health cards, and more. It also features general introductions to key topics identified by newcomers and settlement workers. These introductions help create a context for the information and terms that newcomers and settlement workers deal with every day.

Discussion Forums
The discussion forums at both sites deserve special mention because they have emerged as essential components. The initial design has evolved into a highly interactive, publicly accessible resource. Content is driven by the needs of users, who are actively involved in contributing to the knowledge base. Participation rates have soared, and, at Settlement.org for Newcomers, the discussion forums have become one of the site's most sought-after features.

Monitoring and evaluation, as tools for continuous improvement, have contributed greatly to the success of the discussion forums. OCASI carefully monitors the quality and reliability of information exchanged through the forums, paying particular attention to accuracy of information, timeliness of postings, and responsiveness to users. Due to this commitment to quality, the forums have become a trusted and valued resource for newcomers to Ontario.

Settlement.org websites are driven by users and by effective content partnerships, both within and outside of the immigrant-service sector. They are overseen by a community steering committee and rely on continuous feedback and surveys of site users to ensure relevance of content and delivery model. With over 2,000 members, Settlement.org's popular discussion area is a testament to OCASI's responsiveness to users.

Etagegnhue Woldeab
Manager, Information and Technology
Ontario Council of Agencies Serving Immigrants
110 Eglinton Avenue West, Suite 200
Toronto, ON M4R 1A3
Canada
Tel: 416-322-4950 ext. 224
Email: ewoldeab@ocasi.org