Service Provider Survey

This survey is available in English and French. Please scroll to the top and select your preferred language to complete the survey.

We invite you to participate in this survey to capture your experiences providing services to newcomers within Scarborough.

The survey takes approximately 15-20 minutes to complete. Your submission is voluntary, and your responses are anonymous.

PURPOSE

This survey is being conducted by the Scarborough Newcomer Settlement Collective (SNSC) to hear from service providers about challenges they experience in service delivery and funding application. We will collect information about your experience providing services to newcomers in Scarborough, newcomer needs, challenges you have experienced, and basic funder information.

We're collecting this information as part of our model development process. Collected input from service provider staff will be used to support the development of recommendations to funders.

A note on language: The definition of newcomer varies between organizations, funders, and newcomers themselves. It can be defined in a range of ways, including by the amount of time in Canada, eligibility for programs and services, and/or needs and experiences of the individual. While the Scarborough Newcomer Settlement Collective recognizes the importance of these variations and aims to use the broadest possible definition to capture the long-term impacts of immigration to Canada, in this survey, we define 'newcomer' as someone who has lived in Canada for less than 5 years, and 'immigrant' as someone who has lived in Canada longer than 5 years. This helps to support the understanding of people who have lived in Canada for a particularly short amount of time, and understand the differences, if any, in experience between newcomers and immigrants.

Additionally, some demographic information will be collected to help us better understand who our survey participants are, and how they represent service providers in Scarborough.

HOW TO COMPLETE THE SURVEY

Scroll down to view the list of survey questions. Please complete this survey in one sitting, as you will not be able to save your responses.

INFORMED CONSENT

Your participation in this study is completely voluntary and you can stop participating at any time. All information you provide in the survey will be confidential and anonymous. Please select "I agree" below, if you consent to take this survey.

Do you provide services* to newcomers and/or immigrants in Scarborough?

*Newcomer services are all services that help newcomers and immigrants feel more settled in Canada.

* must provide value

Yes

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To the best of your knowledge, please share with us the current priority needs of newcomers to Canada.

Please share at least 2 examples. You will have the option to add up to 2 more examples in the next question if you would like to.

Note: Newcomers have lived in Canada for less than 5 years.

Need	Describe the details	What group of newcomers does this impact?	What would help meet this need?
Example: Finding mental health support	Example: Newcomers often have difficulty finding counselling services in their language	Example: All, but particularly refugees and international students	Example: More cultural sensitivity training, and hiring of translation support staff
1.
2.

* must provide value

Would you like to describe any other needs of newcomers in Canada? You will be able to describe up to 2 more.

* must provide value

Yes No

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To the best of your knowledge, what are some other needs of newcomers in Canada?

Note: Newcomers have lived in Canada for less than 5 years.

Need	Describe the details	What group of newcomers does this impact?	What would help meet this need?
Example: Finding mental health support	Example: Newcomers often have difficulty finding counselling services in their language	Example: All, but particularly refugees and international students	Example: More cultural sensitivity training, and hiring of translation support staff
3.
4.

What are the top challenges faced by newcomers who accessed your services at least once? Select up to 5 from the options listed below:

Note: Newcomers have lived in Canada for less than 5 years.

* must provide value

The service is a long way to travel from work or home

The service is a long way from transit links

There is no parking or free parking available on site

Newcomers and staff do not speak enough of the same language(s)

Newcomers were not eligible for the services they were looking for

The services were not available outside of newcomers' working hours

Newcomers have limited time because they have caregiving responsibilities (such as, taking care of children, an aging parent, or someone with a disability)

There is no childcare support available

There were no accommodations available for newcomers with disabilities (for example, wheelchair access, forms in an accessible format)

They did not have access to/did not have devices or stable internet for online services

They did not know how to use devices or digital platforms to access online services

They visited a different organization for support

They have other support, e.g., families or friends

Newcomers did not return because they did not think the service would be helpful

Newcomers did not return, and no reason was given

I don't know any challenges faced by newcomers accessing my organization's services

Other

To the best of your knowledge, please share with us the current priority needs of immigrants in Canada.

Please share at least 2 examples. You will have the option to add up to 2 more examples in the next question if you would like to.

Note: Immigrants have lived in Canada for more than 5 years.

Need	Describe the details	What group of immigrants does this impact?	What would help meet this need?
Example: Finding mental health support	Example: Immigrants often have difficulty finding counselling services in their language	Example: All, but particularly refugees and international students	Example: More cultural sensitivity training, and hiring of translation support staff
1.
2.

* must provide value

Would you like to describe any other needs of immigrants in Canada? You will be able to describe up to 2 more.

* must provide value

Yes

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To the best of your knowledge, what are some other needs of immigrants in Canada?

Note: Immigrants have lived in Canada for more than 5 years.

Need	Describe the details	What group of immigrants does this impact?	What would help meet this need?
Example: Finding mental health support	Example: Immigrants often have difficulty finding counselling services in their language	Example: All, but particularly refugees and international students	Example: More cultural sensitivity training, and hiring of translation support staff
3.
4.

What are the top challenges faced by immigrants who have used your services at least once? Select up to 5 from the options listed below:

Note: Immigrants have lived in Canada for more than 5 years.

* must provide value

The service is a long way to travel from work or home

The service is a long way from transit links

There is no parking or free parking available on site

Immigrants and staff do not speak enough of the same language(s)

Immigrants were not eligible for the services they were looking for

The services were not available outside of immigrants' working hours

Immigrants have limited time because they have caregiving responsibilities (such as taking care of children, an aging parent, or someone with a disability)

There is no childcare support available

There were no accommodations available for immigrants with disabilities (for example, wheelchair access, forms in an accessible format)

They did not have access to/did not have devices or stable internet for online services

They did not know how to use devices or digital platforms to access online services

They visited a different organization for support

They have other support, e.g., families or friends

Immigrants did not return because they did not think the service would be helpful

Immigrants did not return, and no reason was given

I don't know any challenges faced by immigrants accessing my organization's services

Other

What would you like to change to make your service more accessible or better respond to the needs of newcomers who have been in Canada for less than 5 years? Select up to 5 from the options listed below:

* must provide value

Reduce wait time

Offer in more languages, please specify:

Engage in more outreach

Expand catchment area

Offer services outside regular hours

Offer more virtual services

Offer more hybrid services

Offer more in-person services

Reimburse travel cost (e.g., TTC fare)

Provide child-minding services during the service

Provide digital devices or digital literacy support to newcomers

Provide accommodations for newcomers with disabilities (for example, wheelchair access, forms in an accessible format)

Collaboration between service provider organizations

More volunteers to support the organization

I don't know

Not applicable

Other

Is there anything else you would like to share about your response(s) to question 6a?

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What would you like to change to make your service more accessible for immigrants who have been in Canada for more than 5 years? Select up to 5 from the options listed below:

* must provide value

Reduce wait time

Offer in more languages, please specify:

Engage in more outreach

Expand catchment area

Offer services outside regular hours

Offer more virtual services

Offer more hybrid services

Offer more in-person services

Reimburse travel cost (e.g., TTC fare)

Provide child-minding services during the service

Provide digital devices or digital literacy support to newcomers

Provide accommodations for newcomers with disabilities (for example, wheelchair access, forms in an accessible format)

Collaboration between service provider organizations

More volunteers to support the organization

I don't know

Not applicable

Other

What has your organization been doing to increase the accessibility of your service to newcomers and immigrants? Select all that apply.

* must provide value

Reimburse travel costs (e.g., TTC fare and parking cost)

Offer virtual services

Offer hybrid services

Provide digital devices or digital literacy support to newcomers and immigrants

Provide accommodations for newcomers and immigrants with disabilities (for example, wheelchair access, forms in an accessible format)

Offer service in different languages or translation support

Provide child-minding services during the service

Offer services outside regular hours

Offer walk-in services to eliminate barriers due to wait time

Engage in more outreach

Expand catchment area

Offer referrals to other services

I don't know

Not applicable

Other

Is there anything else you would like to share about your response(s) to questions 7a and 7b?

Expand

What support would you like to see for service providers to better serve newcomers who have been in Canada for less than 5 years?

* must provide value

Expand

What support would you like to see for service providers to better serve immigrants who have been in Canada for more than 5 years?

* must provide value

Expand

What are the top 5 challenges you, as service providers, face when applying for funding?

* must provide value

Complicated application process

Time consuming application process

Lack of designated staff to develop funding proposals

Lack of funding opportunities

Lack of awareness of funding opportunities

Funding amounts available are not enough to cover expenses

Funding eligibility is too restrictive

Implementation of funding is too restrictive/does not allow for effective response to newcomer needs

Too many unsuccessful applications

Unable to compete with large settlement organizations

Lack of access to recent data on emerging needs and demographics to support funding applications

I don't know

Not applicable

Other

11a

When you are working with newcomers, how often do you provide information on service navigation (e.g., sending resources, website links, or contact information to organizations)?

Note: Newcomers have lived in Canada for less than 5 years.

* must provide value

Very often (e.g., a few times a week)

Often (e.g., once a week)

Sometimes (e.g., a few times a month)

Not very often (e.g., a few times a year)

Never

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11b

Which services do you most often share information about? Select up to 5 from the options listed below:

* must provide value

Language training (for example, free language classes for newcomers, job specific language learning programs, language literacy program)

Employment services (for example, Help with job search & job readiness, bridging program, recruiting services, professional network)

Housing support (for example, applying for housing, tenant services)

Health services (for example, healthy living workshops, how to deal with stress, where to go when sick, Health centres, free dental services)

Mental health services (for example, individual psychotherapy, crisis support groups, therapy groups, health & wellness groups)

Food support (for example, food bank, food supplies)

Child and family services (for example, Drop-in Day program for toddlers, Day care service, workshops for young parents)

Settlement support services (for example, PR & immigration application, help with forms, information on how to settle in Canada, orientation to the Canadian life/culture/education system, Citizenship preparation)

Spirituality support (for example, religious group, church)

Pre-arrival services (services provided online before coming to Canada to help with settling in Canada)

Education and Training support (for example, credential assessment, homework clubs, orientation to colleges and universities; not including language)

Social and community support (for example, women groups, senior café, cooking group, music group, sports program, and other recreation groups)

Legal and justice support (for example, tenant support, applying for social assistance, legal representation at court, employment issues, immigration application)

Financial support (for example, help newcomers who need financial aid, social assistance, child subsidy, disability pension)

Government services (for example city government information services, obtaining a driver's license)

Other

11c

Is there anything else you would like to share about your response(s) to questions 11a and 11b?

Expand

12a

When you are working with immigrants, how often do you provide information on service navigation (e.g., sending resources, website links, or contact information to organizations)?

Note: Immigrants have lived in Canada for more than 5 years.

* must provide value

Very often (e.g., a few times a week)

Often (e.g., once a week)

Sometimes (e.g., a few times a month)

Not very often (e.g., a few times a year)

Never

reset

12b

Which services do you most often share information about? Select up to 5 from the options listed below:

* must provide value

Language training (for example, free language classes for newcomers, job specific language learning programs, language literacy program)

Employment services (for example, Help with job search & job readiness, bridging program, recruiting services, professional network)

Housing support (for example, applying for housing, tenant services)

Health services (for example, healthy living workshops, how to deal with stress, where to go when sick, Health centres, free dental services)

Mental health services (for example, individual psychotherapy, crisis support groups, therapy groups, health & wellness groups)

Food support (for example, food bank, food supplies)

Child and family services (for example, Drop-in Day program for toddlers, Day care service, workshops for young parents)

Spirituality support (for example, religious group, church)

Education and Training support (for example, credential assessment, homework clubs, orientation to colleges and universities; not including language)

Social and community support (for example, women groups, senior café, cooking group, music group, sports program, and other recreation groups)

Legal and justice support (for example, tenant support, applying for social assistance, legal representation at court, employment issues, immigration application)

Financial support (for example, help newcomers who need financial aid, social assistance, child subsidy, disability pension)

Government services (for example city government information services, obtaining a driver's license)

Other

12c

Is there anything else you would like to share about your response(s) to questions 12a and 12b?

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13a

When you are working with newcomers, how often do you provide external referrals to other organizations?

Note: Newcomers have lived in Canada for less than 5 years.

* must provide value

Very often (e.g., a few times a week)

Often (e.g., once a month)

Sometimes (e.g., a few times a month)

Not very often (e.g., a few times a year)

Never

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13b

Which services do you most often refer them to? Select up to 5 from the options listed below