defining and measuring success: 2005 bcsap outcomes and client satisfaction survey

Defining and Measuring Success: 2005 BCSAP Outcomes and Client Satisfaction Survey

Mandeep BasranSettlement and Multiculturalism Division

Settlement and Multiculturalism Division

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)

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

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

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

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

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

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

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

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

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