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

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

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Defining and Measuring Success: 2005 BCSAP Outcomes and Client Satisfaction Survey. Mandeep Basran Settlement and Multiculturalism Division. Settlement and Multiculturalism Division. Administers two key programs: Immigrant and refugee settlement programs - PowerPoint PPT Presentation

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Page 1: 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

Page 2: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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)

Page 3: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 4: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 5: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 6: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 7: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 8: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 9: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 10: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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

Page 11: Defining and Measuring Success:   2005 BCSAP Outcomes and Client Satisfaction Survey

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