1. Defining and Measuring Success: 2005 BCSAP Outcomes and Client Satisfaction Survey Mandeep Basran Settlement and Multiculturalism Division

2. Administers two key programs: Immigrant and refugee settlement programs BC Settlement and Adaptation Program (BCSAP) Anti-racism and multiculturalism programs BC Anti-racism and Multiculturalism Program (BCAMP)

3. BC Settlement and Adaptation Program (BCSAP) Support settlement and adaptation of new immigrants and refugees Delivered in five streams of service and service supports: Stream 1 – Information and Support Services Stream 2 – Community Bridging Services Stream 3 – English Language Services for Adults Stream 1/3 – Information, Support & English Language Services for Adults Stream 4 – Sectoral Support and Delivery Assistance

4. Survey Development Purpose to: Measure the level of success of our settlement program (BCSAP) Client satisfaction with program, services, and service providers Development involved: Consultations with research company (Synovate) and stream specific advisory groups Administration: 3400 participants Paper and telephone surveys 10 different languages

5. Stream 1Results Stream 1 Outcome achievement 54% met outcome of Increased Understanding of Canadian Systems and Culture 42% of clients met outcome of Improved Access and Participation 55% met outcome of Improved Confidence and Ability 22% of clients achieved all three outcomes

6. Stream 1 Outcome Achievement by Groups Groups least likely to meet Stream 1 outcomes: Those who have resided in Canada for a shorter period of time (less than 1 year) Business class immigrants Korean, Punjabi, and English speakers Groups most likely to meet Stream 1 outcomes: Clients who have resided in Canada 1-4 years Refugee and Refugee Claimants Those speaking Vietnamese and European based languages (except English) Those who have used agency services most frequently

7. Client Satisfaction Just over 80% of Stream 1 clients stated that their agency was very helpful in providing them with information and assistance 94% of Stream 1 clients indicated that they would recommend the agency to another person

8. Stream 3 Results Improved English – 74% Increased Understanding of Canadian Systems – 58% Improved Access and Participation – 59% Improved Adjustment to Life in Canada and Pursuit of Goals – 91% 35% of clients were successful in meeting the criteria for Improved English and also achieved all of the other three major outcomes of this program

9. Stream 3 Outcome Achievement by Groups Stream 3 clients least likely to meet outcomes are: Korean speakers Those who spent less than 4 months/less than 250 hours in ELSA Clients 55 and older Level 1 clients And those without high school education The groups most likely to meet Stream 3 outcomes are: Those clients with post-secondary education Those who reached ELSA level 3

10. Client Satisfaction 94% would recommend ELSA classes to others 68% stated they enjoyed the classes very much 61% of clients report that they received much support from the teachers and office staff

11. Future Directions What can we learn from survey results: Client Usage and Satisfaction How will results be applied in the future? Program redesign Provide feedback to service providers http://www.ag.gov.bc.ca/sam/index.htm