Annual Report 2012-2013 - CCSYR - Catholic Community Services

ANNUAL REPORT
2012-2013
CCSYR
Catholic Community Services of York Region
Serving people from diverse cultures
CCSYR 2012-2013 Annual Report
Contents
Mission Statement
Message to the Community-from the Board President and the Executive Director
Human Resources Committee Report
Treasurer’s Report
Independent Auditor’s Report /Financial Statements
Service Reports, Testimonials & Service Data
Organization Chart
Our Team
Special Thanks
Photo Gallery
1
2
3
3
4-6
7-15
16
17-18
18-19
20-21
Catholic Community Services of York Region (“CCSYR”) was incorporated in 1980
to address the social needs of the rapidly expanding communities of York Region. Its commitment to offer
quality services consonant with Catholic social justice principles to all peoples in York Region is reflected in
its Values, Vision and Mission Statement.
Mission Statement
The mission of Catholic Community Services of York Region is to serve, within the Catholic social justice
tradition, the diverse needs of individuals, families and communities by providing a broad array of programs
and services to help them reach their potential.
Vision Statement
We envision that Catholic Community Services of York Region will be recognized as the
leading community-based agency in York Region.
Values Statement
Respect
We acknowledge and accept the inherent dignity and rights of every individual.
Compassion
We believe in serving all people from diverse communities with sensitivity and caring.
Accountability
We accept responsibility to provide service excellence and to act with integrity, in every encounter with our
colleagues, clients, funders and other stakeholders.
Collaboration
We believe in a spirit of collaboration and cooperation within our agency and with other organizations to meet
the needs of the communities we serve.
CCSYR 2012-2013 Annual Report
MESSAGE TO THE COMMUNITY
(from the Board President and Executive Director)
First, we would like to acknowledge all our staff, volunteers and collaborative service partners who share our
vision of making York Region the community of choice for new immigrants to Canada. Thank you very much
for your commitment to our cause. As active partners in nation building and in working towards a safer
community, we collectively look forward to a bright future. In the meantime, let us take this opportunity to
reflect on the many achievements and successes from another extraordinary year.
The 2012 fiscal year marked a significant milestone as Catholic Community Services of York Region (CCSYR),
in partnership with The York Regional Police Services, literally kicked off the First York Region Community
Cup soccer tournament. The day was highlighted by the friendly round robin soccer matches between the
teams, culminating in a friendly final game between the York Regional Police and the winner of the roundrobin matches. The handing out of the Spirit awards and the many smiling faces that can be observed going
through the exhibits completed the remarkable day of fun and fellowship.
The past year also saw the development and implementation of our revised 5-year strategic plan designed to
meet the demands of our changing economic and demographic realities. At the Richmond Hill Welcome
Centre, the York Region School Board has established a reception centre for newcomer students so they can
be assessed for grade placement. The Library Settlement partnership coverage was expanded from three
library boards to now include all nine library boards across York Region, without the benefit of additional
funding. The SEPYR Team continued to provide true leadership in the area of newcomer students’ settlement.
This past year, it spearheaded game-changing initiatives such as the very well attended “Welcome to Canada”
Orientation Day.
Looking back is always a great way to look forward. Our dedicated board of directors consistently
demonstrated its flexibility in addressing the requirements of the changing times and priorities. Our
professional staff showed resilience and agility in adapting to their daily job challenges resulting in a positive
outcome for CCSYR.
This Annual Report is our report card to the community - our funders and investors; our service partners; our
staff, clients and volunteers. We are optimistic that you will be pleased with the results contained in these
pages. It seems that not too long ago, CCSYR was simply a flicker on the horizon of service delivery in York
Region. Now, it is a lighthouse providing leadership in individual and family counseling, and in providing
settlement services that help newcomers adapt to the Canada that they now call home.
With an all-volunteer Board of Directors, periodic changes are inevitable. Geny Toribio has completed his 6
consecutive years of service and will be stepping down as President of the Board of Directors. However, he
will stay an extra year as Past-President, as prescribed in the bylaws. From my perspective as Executive
Director, Geny will surely be missed for his diligence, professionalism, understanding of decorum and
governance, and most of all for the importance he puts on transparency and ethics within the board. Also
completing their terms are Nieves Lazaro, Board Secretary and Assistant Treasurer; and Yvette Daou-Yacoub,
a CCSYR volunteer prior to becoming a board member. The last two are equally valuable members and their
departure will be felt by many.
On a positive note, we welcome three new board members, namely Paul Matthews, Paulo Da Silva and Lucy
Bacchet. We are looking forward to working with them and having their leadership for the next six years. As
a board governance organization we would like to also thank the rest of the board members, Matthew
Thenganatt, Gary M. A. Thompson, Jeremy Hill, Lori Tarantini and Maureen Meehan, for their continuous
service and support of our programs. Without their valuable input and guidance, CCSYR would not be where
it is today.
We would be remiss if we do not acknowledge our funders Citizenship and Immigration Canada, Ministry of
Citizenship and Immigration, Catholic Charities, York Region’s Community Development Investment Fund,
The United Way of York Region, Ontario Trillium Foundation, and our private donors/investors in humanity.
Thank you for your most valuable support.
Robert J. Hickey
Executive Director
Eugenio “Geny” Toribio
President, Board of Directors
CCSYR 2012-2013 Annual Report
HUMAN RESOURCES COMMITTEE REPORT
The HR committee continued to meet throughout the year to deal with issues relating to employment
practices and to ensure the agency‘s ability to maintain the caliber of employees needed to effectively manage
and conduct its affairs. The evaluation and updating of our existing job descriptions continued to be a focus
for the committee. For the upcoming year, the committee will continue to monitor our policies and
procedures to ensure we keep pace with legislation and our funders’ requirements.
The committee members, Maureen Meehan and Jeremy Hill, wish to thank the staff of CCSYR for their
commitment to the agency. It is through their outstanding dedication that our clients receive excellent
services to meet their needs and the agency continues to be recognized as a leader in helping individuals to
meet their potential. A special thanks to Vangie Mendoza who continues to keep us on track and to the board
members who support and guide our work.
Maureen Meehan
HRC Member
Jeremy Hill
HRC Member
Robert Hickey
Executive Director
TREASURER’S REPORT
Fiscal year 2012 -13 was another successful year for Catholic Community Services of York Region. Our
funders entrusted us with over six million dollars to continue to provide the much needed services for
newcomer settlement, counseling and family life education.
The Board of Directors of CCSYR oversees and monitors the financial affairs of the agency by diligently
reviewing and analyzing the monthly Financial Reports.
Special thanks to our Finance staff, Santok Visavadia and Tomoko Semba for managing our cash and
controlling costs so that we not only met our obligations on time but were also able to generate a modest
surplus which will be added to our reserve fund for emergencies. This was also made possible through the
fund-raising activities of our volunteers. Thanks to everyone involved.
Matthew Thenganatt
Treasurer, Board of Directors
CCSYR 2012-2013 Annual Report
SERVICE REPORTS
Counselling Services and Family Life Education
Looking back over 2012-13, the demand for counseling and groups has been consistent with the previous couple of years.
There is however a strong trend towards more intensive use of Counseling Services as booked sessions have steadily
increased, from an average of 5.1 to an average of 8.2 per client over the last four years. Consequently wait times have
lengthened. The big story on the Groups side is the popularity of the Financial Literacy Program, which is supported by
the Regional Municipality of York. In its first year it accounts for a quarter of all our group participants.
In terms of outcomes, we still see more than 70% of clients reporting improvement in their circumstances, but it takes
more sessions to achieve this result. Consistent with this is that a higher percentage of clients are reporting a low "quality
of life" at their first session, suggesting that clients and their families are in more distress than before, when they begin
counselling.
Conversations at the Program Advisory Committee and in Team Retreats identify areas for development, and this year we
have made strides in two such areas. Enhancements to front office support at 21 Dunlop, for all client programs on site,
are complete, with a new part-time Program Assistant every evening, Monday to Thursday. We have created new software
which helps us to track client outcomes more effectively. We can now, for instance, look at subsets of counseling clients
such as low income families, and those seeking service because of the needs of a child. Also, a project to spruce up the
group spaces in the main office is complete, and a new set of cupboards has been installed in one of the rooms to help
address our chronic challenges with storage.
We continue to play a role in the wider agency community. We led five community workshops as part of our collaboration
with the Maytree Foundation’s Building Blocks program, to promote civic engagement in newcomer communities. We
participated in a successful application to the Trillium Foundation to renovate a former church in Markham for use as a
community hub, and we will be one of the partners in its operation. Renovation starts in the fall, and some groups and
counselling outreach will move there next spring. We participated in a major conference held in April in Markham called
the "Diversity, Equity and Inclusivity Symposium: Promising Practices in the Workplace". There were about 325 paid
participants, and 50 speakers, with keynote addresses from Stephen Lewis and Jean Augustine.
Thank you, to all the Counselling Team, and the Group Facilitators and Speakers, for all your hard work this past year.
Doug Loweth
Director of Clinical Services and Family Life Education
Service Data
Counselling
2012-13
2011-12
2010-11
2009-10
Requests for Service
485
519
453
415
Cases Served
460
481
450
439
Persons Served
779
700
649
616
Sessions Booked
3770
3308
2669
2244
Average Sessions/Case
8.2
6.9
5.9
5.1
FLE
2012-13
2011-12
2010-11
2009-10
Fathers' Program
120
96
91
105
Parenting Programs
419
550
451
277
Women's Programs
160
137
145
105
Other
41
80
34
66
Financial Literacy
270
n/a
n/a
n/a
Total Participants
1010
863
721
553
Total Programs
75
59
56
50
CCSYR 2012-2013 Annual Report
Service Outcomes - Percentage of clients who reported they "got better" or "got a lot better" since counselling began:
Counselling Clients
at session 6
All clients
66.6%
Low income
75.4%
Child-involved
63.4%
at session 10
77.4%
79.2%
78.9%
at any Final session
89.3%
91.3%
91.7%
(“low income” - less than $40,000 gross household income - about 55% of total.
Child-involved clients about 57% of total.)
Group Participants
Focus On Fathers
Reconnecting Fathers
86.8%
Preparing New Parents
85.3%
Bridge Group for
Women
Newcomer Women’s
Support
Divorce Care
Parents of Teens/Triple P
83.7%
Step Parenting
Parents and
Grandparents
85.0%
Top 5 Client Concerns
ICF clients
couple conflict
family conflict
depression
anxiety
financial issues
.
89.8%
FLE Participants
couple conflict
family conflict
post-separation conflict
parenting issues
Depression
65.4%
78.1%
92.1%
68.3%
CCSYR 2012-2013 Annual Report
Immigrant Settlement Services
Settlement Services
Beginning a new life in Canada can be an exciting time for newcomers but with change there also comes adjustments and
at times challenges. Our settlement team provides a personalized service approach to newcomers; working with them to
create an action plan and then helping them navigate the sea of information to work toward their self-directed goals. Our
focus is to encourage self-reliance and foster connections between the newcomer, mainstream services and the
community.
Settlement Services for Immigrants receives principal funding from Citizenship and Immigration Canada under
Orientation program formerly referred to as Immigrant Settlement and Adaptation Program (ISAP) and the Ontario
Ministry of Citizenship and Immigration under the Newcomer Settlement Program (NSP). These two programs are
currently facilitated by twenty-one full time and part time staff and can assist in over 40 languages to serve the settlement
population throughout York Region.
Our Federally funded settlement service permits us to provide information and referrals primarily to Permanent Residents
(PR), Convention Refugees (CR) and Live-in-Caregivers (LIC). Under Provincial funding our settlement workers provide
services to PR, CR and LIC and also to Refugee Claimants and first generation Canadians; a newcomer who was not born
here but is now a Canadian citizen.
During the April 1, 2012 to March 31, 2013 fiscal year settlement served 7,038 clients through our Orientation Program
(formerly-funded ISAP) and Newcomer Settlement Program (NSP); 5,641 new clients and 1,397 previous clients. In
addition settlement provided 3,940 subsequent/returning visits by clients requiring additional support. Newcomers
received information and orientation through 107 workshops, group sessions and information sessions and 2,897 clients
attended.
“Thank you for all you have done for me and for my family. We love it here in Canada”
A satisfaction survey was conducted in the months of January and February by the settlement team; 236 surveys were
completed. From this survey group 79% received one-on-one service from a settlement counselor and 21% attended a
group session, information session or workshop. They responded to the following questions: The help I received was
relevant and useful; 99% agreed. This agency served me quickly; 96% agreed. The information or service I received met
my needs/ expectations; 98% agreed. Overall, I am satisfied with the services I received; 98% agreed. I can make more
informed decisions about my life in Canada; 97% agreed. I know more about the programs and services to help me get
settled (e.g. Where to find help with housing, healthcare, language training, employment, etc.); 96% agreed. I am better
able to make plans or set personal goals; 96% agreed. I can use community facilities by myself (e.g. libraries, community
centres, recreational activities); 93% agreed. I know more about Canadian culture and customs; 89% agreed. I am a better
able to deal with the emotional effects of migrating to Canada; 94% agreed.
Consistently newcomers who require settlement services come to receive assistance within their first to three years in
Canada (70%). Over the past two years we have seen an increase in newcomers receiving our services in the under one
year category and we have also experienced steady growth of referred clients accessing our services overall.
The
partnering of programs under the Welcome Centre environment should receive acknowledgement as our growth and
success from this partnership has allowed us to expand services to clients that might not otherwise have been possible.
“I was given very nice treatment and a welcome feeling”
The settlement staff plays an integral role within the Welcome Centres as they help a newcomer to navigate the supports
within the centre and externally in York Region. The Vaughan Welcome Center will celebrate its 6 th year of operation in
June 2013 and Markham North, Markham South, Richmond Hill and Newmarket Welcome Centers will celebrate their 3rd
anniversary in the fall.
Deanne Kukulewich
ISAP Coordinator
Silvana Zivkovic
NSP Coordinator
Service Data
Group Activities
Service Year
Programs & Workshops
# of Activities
Top Issues
2012-2013
107
2011-2012
103
Programs & Workshops
2897 *
3524
# of clients
*Two full day Newcomer Orientations were not run this
fiscal year due to changes in staffing.
2012-2013
2011-2012
Language
Language
Community Resources/ Services
Community Resources/Services
Adjustment
Immigration/Citizenship
Immigration/Citizenship
Employment
Employment *
Adjustment
*2011-12 – Education/Training closely followed Employment
CCSYR 2012-2013 Annual Report
Service Data – Settlement Services
Municipality of Residence
Service Year
Immigration Status
Service Year
2012-2013
2011-2012
2012-2013
2011-2012
Aurora
3%
3%
Convention Refugee
6%
6%
Richmond Hill
31%
29%
Family Class
20%
20%
Markham
Vaughan
22%
22%
20%
21%
Independent
Intend to Land
42%
1%
42%
1%
Newmarket
9%
10%
Live-in Caregiver
6%
6%
King
1%
1%
Citizen
18%
18%
Other
12%
16%
Refugee Claimant
Temporary Resident
5%
1%
5%
1%
Country of Last Permanent Residence
Service Year
2012-2013
2011-2012
China/Hong Kong
27%
23%
Other
1%
1%
South Asia
10%
Service Year
2012-2013
2011-2012
13%
Source of Referral
South-East Asia
5%
5%
Self-Referral
16%
24%
Iran
22%
15%
Previous Client
14%
12%
Latin America
Europe
Philippines
Caribbean/Africa
5%
4%
3%
1%
6%
8%
7%
2%
Social Service Agencies
Government Ministries
Schools
Parishes
7%
3%
4%
1%
7%
2%
3%
1%
Korea
Russia
2%
10%
2%
7%
Family/Relatives
Friends/Colleagues
18%
18%
16%
18%
Other
10%
15%
Health Personnel
1%
1%
Promotional/Media
12%
13%
Other
6%
3%
Client’s First Language
Service Year
Arabic
Chinese
2012-2013
5%
2011-2012
5%
27%
23%
Service Year
Employment Status
2012-2013
2011-2012
English
4%
4%
Full Time
12%
18%
Farsi
Hindi/Gujarati/Urdu
21%
8%
16%
8%
Part Time
Seasonal
6%
1%
6%
1%
Korean
Laotian/Thai
Filipino
Spanish
Russian/Bosnian
Tamil
2%
1%
3%
5%
13%
3%
2%
1%
7%
7%
13%
2%
Homemaker
Self Employed
Student
Retired
Disabled
Unemployed
11%
3%
8%
11%
1%
46%
10%
2%
10%
8%
1%
43%
Other
8%
12%
Other
1%
1%
English Language Ability
Service Year
2012-2013
2011-2012
None
18%
18%
Basic
49%
45%
Fluent
33%
37%
Service Year
1 Year or less
2 - 3 Years
4 - 10 Years
Over 10 years
Length of Stay in Canada
2012-2013
46%
24%
23%
7%
2011-2012
39%
26%
24%
11%
CCSYR 2012-2013 Annual Report
Job Search Workshops (JSW)
It was an exciting, successful and busy year for the JSW Program. In 2012-2013, the
Job Search Workshops (JSW) Program, now in its 15th year at Catholic Community Services of York Region
assisted 439 clients through the delivery of individual employment assessments, workshops; and one to one
post-workshop employment related coaching services.
For JSW clients, achieving stability through career and employment success and being able to contribute
positively to their new country are among their foremost goals. Yet newcomers who are looking for work or
who are changing career paths, can encounter numerous hurdles and challenges in the job search and labour
market integration process in a new country. In light of such challenges, it is essential that newcomers
receive appropriate and well-timed employment related guidance and support, as well as appropriate
information and referral, in order to support newcomers in navigating through the challenges.
The goal of the Job Search Workshops (JSW) program is to provide pre-employment training to newcomers
and assist them in gaining knowledge and skills to better understand strategies, business perspectives and
next steps relating to the job search process. The program also helps newcomers to develop a solid foundation
to help them prepare in the choosing longer employment and/or training programs.
The Job Search Workshops (JSW) program assists eligible newcomers to make decisions about their next
steps in the job search process with the overall goal of supporting them to find employment that is
commensurate with their skills and education.
This is accomplished through providing one-to-one
assessments, developing individualized action plans for success, providing information and connections to
community organizations, and resources to assist with identified employment related needs. Additionally,
suitable clients have the option to participate in two modular style pre-employment workshops in a fully
computerized environment. Following up with all clients is a core component of the program.
A program base in a Welcome Centre environment helps to facilitates seamless referrals to accreditation
related services, employment settlement specialists, resource areas; enhanced language training programs,
settlement related services, as well as to other community based programs that foster greater social, economic
and professional integration.
JSW participants are typically highly skilled and educated and from a wide variety of occupational sectors.
The support such clients require is multi-faceted and complex. Client service needs require the JSW team to
be contemporary and informed on a broad range of employment and settlement related resources in order to
support the advancing of clients’ employment and job goals in a new country
In 2013-2014, the JSW program is excited to deliver a recently revised, learner centred and technology based
pre-employment curriculum and to continue its commitment to helping clients in becoming: better informed
about their career related options, actively engaged in advancing their career research and job search plans,
and ultimately, in achieving better outcomes in the area of labour market and economic integration in a new
country.
Colleen O’Connor
JSW Coordinator and Facilitator
The JSW Program is funded by Citizenship and Immigration Canada, and coordinated by COSTI and OCASI.
CCSYR 2012-2013 Annual Report
Integration Network Program
Every year we are honored with the dedication of CCSYR volunteers. Every year they demonstrate how very crucial it is to give their
time to our programs and their communities.
Through this report we want to demonstrate how volunteerism is crucial in achieving and maintaining the development of how our
communities connect, supporting the expectations of our participants and building strong neighbourhood and social unity.
This year we celebrated our partnerships and the progress of our programs with steady improvements in service based on the
expectations of our volunteers and staff to be able to address our participants’ needs and desires.
Our group matches have addressed the long waitlists and have spoken to our participants’ need to be matched with volunteer mentors.
Our mentors came from the banking industry (TD and Royal Bank partners), our Teacher mentors joined us from both School Boards
and OISE, and our Internationally Medical Graduates partnered with Healthforce Ontario to support our mentorship groups and many
more.
“Thank you SO MUCH for the tremendous effort, time and commitment to make this opportunity possible! I believe that each
and of all of the Medical Study Group participants appreciate this a lot and are extremely grateful for all what you are doing
for us!” Thank you again for you time and consideration; with huge respect and gratitude.
As a result, all of our participants share their experiences and information about their future steps in Canada and become mentors to
one another.
Our conversation circles continue to be a welcomed program for our participants as they have an opportunity to practice newly learned
language skills with Canadian volunteers. The sessions allow newcomers to participate in a supportive and open environment, to
exercise their new found abilities. Our program also continues to support our French speaking newcomers and those who wish to
learn the language with strong and dedicated volunteers.
“I’ve been accepted for college English program in George Brown and now, I can enter any program in college.
Thank you for helping me”…
Finally, our events have expanded to include our annual cultural/sporting event; the Community Cup in collaboration with York
Regional Police. The event focus is to take our participants outside of the classroom and directly into the community with their
neighbours and new friends.
We have 187 volunteers helping to sustain the message and ideals of Welcoming Communities. Our program truly integrates the
community with corporate partnerships as they share the world game of soccer and learn about each other’s cultures.
It’s vital to take newcomers’ learning and connect them to celebrate their new homes and new country.
Our volunteers transform our communities with the idea that everyone can contribute their time and energy towards creating
welcoming communities. With our partners that support our values of integration, we look forward continuing to develop and grow
our program with our many partners in our community.
Faye Roberts
IN & Volunteer Program Coordinator
Service Data
Service Year
2012 -2013
2011-2012
2010-2011
2009-2010
NEWCOMERS
3059
2334
2347
1435
VOLUNTEERS
187
151
235
110
GROUP MATCHES
313
213
165
158
VOLUNTEERS
CCSYR Board Volunteers
Direct Service Volunteers
Integration Network Volunteers
Admin/Clerical Volunteers
Total Active Volunteers *
2012-2013
11
62
106
19
198
2011-2012
11
68
61
11
151
2010-2011
11
70
126
28
235
VOLUNTEER HOURS
CCSYR Board Volunteers
Direct Service Volunteers
Integration Network Volunteers
Admin/Clerical Volunteers
Total Volunteer Hours *
2012-2013
792
8553
29,441
10,080
48,261
2011-2012
861
12, 891
8075
321
21,801
2010-2011
812
22,800
9450
58,725
91,787
NB* The increase in numbers were due to the success of the York Region Community Cup 2012 event and the planning of the 2013 event.
We recruited well over 70 short term volunteers to assist us in office with the fundraising, events management and for the event day.
We also recruited 5 placement students to help us over the last year with the paper work, interviewing and placement of volunteers
for the event. On our database we have over 270 volunteers, however only 187 are active throughout the year.
CCSYR 2012-2013 Annual Report
Settlement and Education Partnership in York Region (SEPYR)
The fiscal year 2012-2013 was a year full of challenges; nonetheless our commitment to meeting clients’ needs, enabling
integration and establishing a welcoming community with newcomers in the York Region schools remain unchanged. Due
to a group of dedicated school settlement workers, strong partnerships with the York Region school boards and
community members, in spite of the challenges, this year was also a year of success, which is reflected not only by the
number of people we have served but also the increased involvement of newcomers in the school community.
SEPYR program continues to be vibrant and innovative. Aside from core services such as providing information, making
referrals, and organizing settlement-related information workshops, SEPYR also endeavors to help newcomer families
adapt and integrate into the Canadian society and at the same time assist school teachers to understand their needs.
Community development is the service delivery approach from which SEPYR focuses and enhances newcomers’ strengths
in the following programs:

Assessment and orientation services at the Reception Centres of the Catholic and public school boards.

Workshops, information sessions and events attended by students, parents and school staff in various schools,
libraries and community centres.

Parent and student support in York Region schools.

Experience the Culture Series—An event organized in collaboration with newcomer families and schools.

Newcomer Youth Leadership Training Program.
o Three-day NOW Peer Leaders Training.
o Two-day Humanitarian Issues Promotion (HIP) Leadership training conducted monthly in partnership
with the Red Cross.
o Social Justice & Diversity Youth Conference.
o Boys and Girls Camps for Grades 6, 7 & 8 elementary students at Safety Village, Stouffville.

Summer Programs consisting of
o Newcomer Orientation Week (NOW) and Newcomer Orientation Day (NOD).
o Welcome and Information to Newcomers (WIN).
o Welcome to Canada Orientation (WIN).

Emotional and adjustment counseling to clients needing one-on-one support.

Outreach to all York Region schools in the Catholic and Public school boards.

Partnership-building with YRDSB, YCDSB, Red Cross of York Region, York Regional Police and many other
community partners.
Agnes Manasan
SEPYR Coordinator
Testimonials:
"I am so lucky to get have SEPYR helping me. With your great support, my daughter becomes more mature and
she is adjusting well in school. We can also get along better. If you need anything from me in the future, please
let me know. I can volunteer."
"Thank you so much your support. With your help, my daughter is able to get the services that she needs. One
day my daughter even told me, 'Mommy, I know I can walk one day.'" I never thought about that before. Thank
you. Thank you. Thank you."
Service Data (Source: OTIS Report)
Direct Service to Families/Clients
Number of Families Served
Families Served for the First Time
Number of New Clients Served
2012-2013
2771
2138
3809
2011-2012
4787
2546
4570
Number of Repeat Clients Served
5477
4238
Number of Client Sessions
9286
9501
2012-2013
610
27310
2011-2012
773
App. 30000
Group Sessions/Workshops/Events
Number of Group Sessions
Number of Attendees
CCSYR 2012-2013 Annual Report
Library Settlement Partnerships in York Region (LSP)
Due to funding restrictions, LSP in York Region has been transformed to a modified model during 2012-13.
Working closely with York Region Local Immigration Partnership (LIP), Library Settlement Partnerships have
been expanded to northern York Region. All nine library systems in York Region are part of LSP through the
coordination of CCSYR.
By utilizing staff support from various program teams within CCSYR, the LSP has strived to bring group
sessions geared to newcomers to library the community. The English Conversation Circle continued its
success at Angus Glen Library and Whitchurch-Stouffville Library thanks to the Integration Network team.
Chinese Parent Support Group established a strong social network for newly arrived parents at Richmond Hill
Central Library through SEPYR staff’s hard work. Newcomer youth have been introduced to library services
and resources through the SEPYR team’s organization. Settlement and library resource related group sessions
were delivered across priority branches by dedicated staff from SEPYR, the settlement team, and the
Richmond Hill Welcome Centre Community liaison. With all these collaborative efforts, CCSYR has
successfully brought 104 group sessions with 1724 newcomer participants to the library community.
For the new expansion of northern York Region libraries, LSP developed and delivered Newcomer Needs
Awareness training for library staff in four northern library systems attended by 87 staff. The customized
training increased library staff awareness of newcomer issues and helped build the library’s capacity to
support newcomers’ settlement process.
In addition, LSP also coordinated with other agencies in York Region including CICS and SEC to bring more
settlement services to public libraries.
My sincere thanks go to the supportive library partners, dedicated staff from the IN program, SEPYR team,
JSW team, Settlement team, Richmond Hill Welcome Centre team, and the agency management. The success
of the LSP initiatives would not have been possible without the collective efforts of these community partners.
Guanxin Hua
LSP Coordinator
Testimonials:
… One lady was eager to get her (library) membership right after the tour. Also, one gentleman
wanted to learn more about database/e-resource searching. “I was … impressed by their (newcomer
seniors) attentiveness, appreciation and kindness. For such a small investment of our time both the
Library and the LSP program are reaping great rewards through gaining these patrons.”
----a librarian tour guide of newcomer library tour
“Through the session, I realized that the library in Canada had so much to offer. So now, whenever I
have spare time, I always bring my teenager to the library. Both of us enjoy the library very much.
Great place to come again and again. Thank you for having such excellent sessions for newcomers in
the library.” ----a group session participant
“The library staff training was very helpful. I can better see various ways we (the library) can be of
assistance to newcomers, and to understand how there is great variety in needs/desires of
newcomers.” ----a librarian
CCSYR 2012-2013 Annual Report
Richmond Hill Welcome Centre (RHWC)
The Welcome Centre continues to grow both in programs and number of Newcomers that are seeking assistance. The
figures below show a 30% increase that the fiscal year of 2012/2013 compared to fiscal year 2011/2012 there has been a
30% increase in the number of people that came to our centre.
Another Evaluation Survey was completed with the clients and again the results demonstrate how far the Centre has
come with regards to the satisfaction of the client. The key indicators for the Overall Satisfaction with the RHWC stands
at 95% and that 99% of clients would recommend the RHWC to other newcomers. As well an overwhelming majority of
clients supported having services under one roof.
The RHWC continues to provide the core services of Language, Settlement, Accreditation, Employment, and Youth,
Women and Seniors. The Centre has support services that include Interpretation, Language Assessment and Occasional
Child Care. Hoteling and Itinerant Services consist of - ESL Language classes such as (TOEFL, IELTS, Basic Conversation,
Citizenship and many more), Iranian Homework Club, Housing and Service Canada.
RHWC also provides many support workshops such as Integration Network, Internal Medical Graduates Study Group,
Women’s Groups, Senior Computer Classes, Homework Clubs and Immunization Clinic. We also had added the YDSB
Assessment Centre 3 days per week in the centre as well as full time for 3 months in the summer. This has allowed for a
holistic approach to serving the Newcomer families while their children are assessed for school. This is a great
partnership that continues to develop. The Staff at the RHWC continue to exemplify the true values and ideology of Client
Focused Service.
Ann Labombard
Centre Manager
Welcome Centre Client statement:
A refugee claimant arrived in Toronto on a Friday and on the Monday he came to the RHWC to seek support. He
had heard about the WC through a person he didn’t really know.
Every step during his time with the Staff at the RHWC was a relief for himself. He recently called his Case
Manager/Settlement worker and expressed how very happy he was for the support and services he received from
her and the Welcome Centre.
Welcome Centre Client Quote:
“How nice this world would be if there were more people like staff at the Richmond Hill Welcome
Centre.”
Service Data
Service Year
Contacts
Case Managed
Male
Female
Not disclosed
Total
Apr 2012-Mar 2013
Apr 2011-Mar 2012
23,162
16,302
Service Year
Apr 2012-Mar 2013
Apr 2011-Mar 2012
Age
Under 16
17/24
25/34
35/44
27
122
540
865
3
175
514
698
Apr 2012-Mar 2013
Apr 2011-Mar 2012
950
1465
877
1471
45/59
560
623
15
33
Over 60
316
367
2430
2381
Total
2430
2381
CCSYR 2012-2013 Annual Report
ORGANIZATION CHART
Board of
Directors
Executive
Director
Counselling &
Family Life
Education
Counselling
Services
Central
Administration
Richmond Hill
Welcome Centre
Standing
Committees
Executive &
Finance
Committee
Human
Resources
Committee
Immigrant Services &
Community
Programs
Family
Life Education
Integration
Network/
Volunteer
Program (IN)
Job Search
Workshops
(JSW)
Library
Settlement
Partnership in
York Region
(LSP)
Total Full time Employee
Total Part Time Employee
67
15
FTE 67
FTE 8.3
Settlement &
Education
Partnership in
York Region
(SEPYR)
Counselling Services Interns 2
Total Personnel
84
FTE 0 .8
FTE 76.2
OUR TEAM
BOARD OF DIRECTORS
Executive Committee:
Board members:
President: Geny Toribio
Vice President: Jeremy Hill
Treasurer: Matthew Thenganatt
Secretary: Nieves Lazaro
Past President: Fern Goncalves
Gary Thompson
Lori Tarantini
Lucy Bacchet
Maureen Meehan
Paul Matthews
Paulo Da Silva
Yvette Daou-Yacoub
ADVISORY COMMITTEE
COUNSELLING SERVICES and FAMILY LIFE EDUCATION PROGRAM
Jeremy Hill
Tammy Bucci
Settlement
Services
(ISAP/NSP)
Wilhelm Bleek
CCSYR 2012-2013 Annual Report
EMPLOYEES
CENTRAL ADMINISTRATION
RICHMOND HILL WELCOME CENTRE - ADMIN
Executive Director
Senior Executive Assistant
Accountant
Accounting Assistant
IT Coordinator
Administrative Assistant
Centre Manager
Resource Area Coordinator
Administrative Assistant
Community Liaison
Robert Hickey
Vangie Mendoza
Santok Visavadia
Tomoko Semba
Kam Leung
Naushaba Arefeen
SETTLEMENT SERVICES (ISAP\NSP)
Director
Coordinators:
Stephen Lam
Deanne Kukulewich
Silvana Zivkovic
Stephen Quah
Settlement Support Worker
Settlement Workers:
Ala Gurevich
Jack Zheng
Naeem Zia
Bonny Hui
Kala Vora
Liezl Chavez
Boonhong Dara
Laura Valencia
Rina Roytburg
Eunsim Su
Loletta Yu
Susanna Kwok
Elizabeth Chun
Mojgan Oliai
Zully Zambrano
Inga Prociviene
Mitra Beikmirzie Zohra Bawari
Parvaneh Eisakhan Ranjan Rasanayagam
SETTLEMENT AND EDUCATION PARTNERSHIP
IN YORK REGION (SEPYR)
Coordinator
Agnes Manasan
Assistant Coordinator
Eileen Wan
Program Assistant
Lena Lee
School Settlement Workers:
Alexander Paoli
Tita Mateo
Mahnaz Golchin
Angela Wei Guo
Ester Kang
Iftikhar Qureshi
Blanca Folz
Eman Hasan
Logini Vinay
Maryam Ludin
Miryang Choi
Tania Rahman
Julie Zhang
Pauline Guo
Eric Parungao
Parivash Kalantari Cynthia Liu
Victoria Chung
Rommel Asuncion
Bohdanna Bakay
Paula Veloso
Wai Chi Wu
COUNSELLING SERVICES and
FAMILY LIFE EDUCATION
Director
Doug Loweth
Counselling Supervisor
Brenda Spitzer
Coordinator, Group Services
Jamal Gharavi
Individual, Couple & Family Counsellors:
Trevor Hosier
Kenny Lo
Dennis Conforto
Kristen Hodges
Janet Kim
Samuel Cheng
Fabiola Duran
Hadi Bahiraei
Andrea Frith
Intake Worker
Pauline Sanders
Interns:
Bassma Younan
Grace Kuipers
Kasey Opperman
Greeter and Admin Support Anita Todd
Ann Labombard
Sogand Tadayon
Melia Tirtatiriyadi
Helen Cao
Clara Park
Lakhbir Khokhar
Windows Systems
Administrator
Receptionists:
Mona Vossooq
Mona Cheng
Ga Young Bae
Saheel Shah
LIBRARY SETTLEMENT PARTNERSHIP IN
YORK REGION (LSP)
Coordinator
Guanxin Hua
INTEGRATION NETWORK PROGRAM (IN)
Coordinator
IN Program Workers:
Emilia Kesumahadi
Tamana Shahsamand
Faye Roberts
Shamima Mili
Kim Miranda
JOB SEARCH WORKSHOP for IMMIGRANTS (JSW)
Coordinator
Facilitators:
Colleen O’ Connor
Anna Krakovich
Joy Jian
Family Life Education Group Facilitators & Speakers:
Adriana Palaez
Anna Reynoso
Alka Chopra
Anna Krakovich
Andrea Frith
Claire Zlobin
Dennis Chan
Denise Chow
Edgar Garcia
Eun Kyong Song
Gillsoon Yim
Hamid Amiri
Heidi Sin
Hye Lan Shin
Idalmis Aldana
Jamal Gharavi
James Fitzpatrick
Jill Javelosa
Jin Young Lee
Jinos Abbasi
John Macmillan
Julia Lopez
Kandia Senthilanathan Kathy Shin
Katherine Kim
Kristen Hodges
Loyola Conte
Mahmoud Sadeghi
Maria Tanel
Merrin Ng
Merilyn Minden
Mee Fung Ng
Min Young Yun
Maria Del Pilar Villate
Maria Fernanda Martinez
Nancy Rojos
Nousheh Hodgson Paige Stirling Fox
Philip Eng
Phillip Hodgson
Ranjan Rasanayagam
Suryakantham Velaga
So Ying Cho
Susan Hui
Tatiana Klein
Teresa Tong
Youn Ju Seo
Yvonne Sheriff
Zully Zambrano
Child Minders: Marjan Bayat Makooie, Coral Alejandro
Bello, Jennifer Rojos, Zohra Bakhtiyari
CCSYR 2012-2013 Annual Report
SPECIAL THANKS TO
OUR FUNDERS
Catholic Charities of the Archdiocese of Toronto
Citizenship and Immigration Canada
Ministry of Citizenship and Immigration, Ontario
United Way of York Region
Ontario Trillium Foundation
Regional Municipality of York
Town of Richmond Hill
OUR COMMUNITY PARTNERS
We are partners with these organizations in formal agreements for the Library Settlement Program;
Maple Outreach Office; Settlement and Education Partnership for York Region (SEPYR) and Welcome
Centres:
Addiction Services for York Region
Blue Hills Child & Family Centre
Centre for Information and Community Services (CICS)
COSTI Immigrant Services
Job Skills – Employment & Business Programs
Markham Public Library
Richmond Hill Public Library
Rose of Sharon Services for Young Mothers
Social Enterprise for Canada (SEC)
York Region District School Board
York Catholic District School Board
Vaughan Public Libraries
We are partners with these organizations in the sharing of facilities, staff and other resources in
client service:
Association of Filipino Canadian Accountants,
Canada Revenue Agency, Canadian
Immigration Gateway Solutions Co., Canadian National Institute for the Blind, Capulong Law
Office, Caregivers Action Centre, Caregivers Ministry, Caregivers Resource Centre, Church of
the Good Shepherd, Community Legal Clinic of York Region, Family Services of York Region,
Filipino Support Group - St. Paschal Baylon Church, Filipino Canadian Association of York
Simcoe, Kababayan Community Centre,
M.L. McConaghy Seniors' Centre, Mackenzie
Richmond Hill Hospital, Markham Federation of Filipino Canadians, National Catholic
Broadcasting Council, Council of Agencies Serving Immigrants, Our Lady of Assumption
Parish Church, Parkdale Legal Clinic, Philippine Overseas Labour Office,
Philippine
Consulate Office, Red Cross of York Region, Southlake Regional Health Centre – Diabetes
Education, St. Agnes Kouying Tsao Catholic Church, St. Mary Immaculate Church, Thornhill
Baptist Church, The Era Banner – York Region Media, Uplands Adult Community Learning
Centre – Continuing Education, Vaughan Soccer Club, Western Union, York Regional Police Diversity and Cultural Resources Bureau, Children’s Aid Society, York Region Tamil Senior
Association.
CCSYR 2012-2013 Annual Report
OUR DONORS
Amsdell, Inc.
Barrister Chayanika Dutta
Better Printing
Bristol Trucks Rental, Richmond Hill
Cindy Yeung
Costco, Richmond Hill
Empire Theaters, Elgin Mills
Enzo’s & Jim’s No Frills, Richmond Hill
Lens Crafters
Longos, Vaughan
Maple Lodge Farms
Michael Jacobs - Mister Chemical Ltd.
Office Central
Our Lady of Grace CWL, Aurora
Pepsico
Riyad Rashid
Royal Bank of Canada
Rummana Virji
Silverstein Bakery, Ltd.
St. Patrick’s CWL, Markham
Sudhir K Saha & Kalyani Sudhir
The Home Depot
Vanessa Rementilla – The Gallery of Good
Vaughan Soccer Club
Wai Way Trading – Daniel Ho
Walmart, Canada
OUR VOLUNTEERS
Adriana M. Otani, Afsar Javaheri, Afshin Manteghi, Agnes Schiffer, Al Al Shaikh, Albert Quan-King,
Albert Tin Chi Ko, Alessandra Vanessa Matrundola, Alexandra Tathian Mora, Alkans Kaleem, Althea
Manasan, Amin Mayahi, Amir Ebrahim Rajani, Amy Ming Yan Kwok, Andrea Evans, Andrew Chunkit
Wong, Andriy Litvin, Angela Hally, Angela Oye-Abeniran, Angela Christina Rutledge, Anita To, Angelo
Santacroce, Anita Todd, Ann Diakiw, Ann Tzembelicos, Anna Pashkov, Anna Yuen Ting Auyang-Tossan,
Anne Kaarina Myerson, Anthony Gomes, Arzu Suleman, Atefeh Memarian, Augusto F. Maldonado,
Aurora Cocja, Avni Shah, Azam Manouchehrian, Azar Midokht Taheri-Kadkhoda, Bahareh Jahangirian,
Bang Won (Bea) Jun, Barbara Jacobs, Beatrice Battikha, Benito Edward Guolo, Betty (Siew Lin) Yong,
Bijo Sebastian, Bill (Chay) Chau, Bindhya George, Bluma Matveev, Brenda Verdejo Pratt, Brenda Lee
Eggett, Brian Trevor Hall, Bridget Ifeoma Anene, Brigitte Wong Graham, Cassandra Eriksson,
Cassandra Cairo, Catherine Petrilli, Catherine Buffa, Cecilia Reyes–Reid, Chandrowtie Elsie Mohabir,
Chi Tak Arnold Wong, Chi Ma, Cima (Khadijeh) Irannejad, Claudette Olga Desarzens, Cristiana Cramer,
David Bissun Kumar, Debbie Loughlin, Denys Kin Chuen Chui, Deok Young (Barry)Kim, Deon Teape,
Derek Christie, Diana (Chong) Zhang, Diane Marie Monique Gregoire, Dishti Romooah, Dominique
Hung Sang,Donna Hall, Elena Zubko, Elena Snegur, Elvira Tan, Elvira (Faith) Gill, Eric Lam, Erica
Pinto, Errol Maxwell Cyrus, Esther Odemuyiwa, Fang Ouyang, Fiona Oi Shun Fung, Frances Mary
Ratcliffe, Gaye Frances Mas, Georgine Chau, Ghada Sabry Abd Mahmoud, Gilda Ahmadian, Golnaz
Raghi Atri, Gordon Roy McDonald, Grace Lai, Harold (Kum Shin)Lam Yan On, Heather Winifred
Cooper,Hema Devi Romooah, Hoyeon (Edwin) Lee, Hyun-Jung (Nina) Kim, Ilene Lazar, Jean Wang,
Jennifer Novo Villamor, Jessy George Vaduthalakunnel, Jojo Abrokwah, Jorge Fornells, Jose
Alejandro Garcia Zambrano, Joseph Bahoshy, Julie (JuFang) Zhang, June Annis, June Chee Kung Li,
Kelvin Yeung, Krystina Caldera, Ladan Anbarani, Lalitha Durai, Lynda Diakiw, Maggie (Wan Tao) Zhang,
Margaret Adamson, Maria Bene-Illies,
Marianne Gorecki, Marjan Bayat Makooi, Mary McHarg,
MaryAnn Cichan, Mary Eva Obljubek, Maryam Derakhashani, Matt Kukulewich, Melody Lynn Irving,
Michael John Rutledge, Michelle Gementiza, Mina Keshavarzy, Mina Gonabadi, Minnie Wang,
Mohammad Soltani, Monica Kavanagh, Monica Yeung, Monireh Hadavand, Moustafa Makhmoud,
Muhannad A. Abdullah, Nancy Aiden, Natalia Zolotnitsky,
Nazanin
Aflatouni, Neera Chandr
Bishundial, Nehama Horvitz, Nestor Torres, Norma Patricia Semple, Olga Joukova, Olga Stetsyuk,
Olufunke Odeyemi-Ogunsulire, Patricia Armstrong Caldera, Patrick Magill, Rachel Adelson, Rani Bijo,
Rawle Ramdeen, Robert Cummins, Roya Safari, Ruth Matisko, Sabah Tonietti, Sandy Walker, Sara
Hooshiyarfard, Sarah Oluyomi, Sarmad Samir Sarsam, Scott Xin Fan Shi, Sergei or Siarhei Fazylau,
Shahrouz Esmaeilpour, Shahrzad Zofan, Siarhei Kalpinski, Suraya Soltanzada, Tamila Motedayen,
Taymaz Joneydian, Valentyna Kalandyrets, Vicki Victoria Villacorta Maglutac, Vicky Eliadis, Yamilet
Khademi, Yasmin Hosne, Yvone Bricks, Zahra Sharif, Zehra Hussain.
PHOTO GALLERY
Board of Directors
Settlement Services
Counselling Services and Family Life Education
Integration Network Program
Central Admin
Settlement & Education Partnership in YR
Richmond Hill Welcome Centre - Admin
Job Search Workshops
CCSYR
CCSYR Staff