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

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

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

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

  2. 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)

  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

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