Annual Report (2014-15)



annual report 2014‑2015 hope

A Message from Options Community Services (OCS)

Executive Director Christine Mohr In November OCS experienced a

CHAIR Tim Beachy

OCS is very resilient. As Chair I see resilience throughout the organization – from the committed work of the Board to the program

great loss with the unexpected pass- ing of Darrell Fern- er, Deputy Executive Director. Darrell was undeniably central to our foundation. While the year has been overshad- owed by this loss, we are resilient and have accomplished much. Quality improvement processes were re- fined; we successfully bid to become one of B.C.’ s Early Years Centres, and we worked closely with partners to provide services under the Housing First Model. A new strategic plan was completed charting three key directions – • Growth relevant to communities we serve, • Community engagement • Continued collaboration My most sincere thank you goes to our staff and volunteers for the talent and inspiration that they bring to their work every day. As described by one of our clients, “you are the warm blanket that wraps people when they need it most”. To our Board of Direc- tors, community partners, funders and donors, a heartfelt thank you for your support and contributions.

operations. We are grateful and thankful for our leadership team and the very special OCS volunteer and staff workforce. This past year we experienced the unfortunate passing of Darrell Ferner, one of our founding staff members. Darrell was sometimes referred to as “Mr. Options” because he typified the best of the character of OCS. That spirit of resilience is alive and well. In the last year we have: • Deepened the services we offer throughout the community; • Achieved a superb accreditation outcome; • Developed dynamic strategic and operational plans designed to influence significant change; • Revitalized diverse membership and community participation in our planning; • Invested in infrastructure, program development, training and program growth; • Been led by a dynamic, adaptable Executive Team who know how to lead and navigate change. Every single day our management, leaders and staff exemplify OCS core values, with character and resilience that stands the test of time and will anchor us in the years ahead.

Board of Directors



Michael Kendler Dave Woods Hema Shrestha Angela Rai Amber Thompson


Tim Beachy

Craig East Doug Neale Louella Matthias Kamaljit Lehal

Vice Chair Treasurer Secretary

Ken Holmberg Kevin Kilgour Rosy Manhas

Who we serve

in 2014‑2015 lives were touched 100,000 >

37,023 calls to Fraser Health Crisis Line

10,012 visits to Family Resource Programs

6,860 child care and subsidy referrals

16,680 resource room visits at Whalley Employment Ctr

5,168 information / orientation sessions provided by Immigrant Settlement Program

1,097 individuals Stopping the Violence

763 individuals Mental Health / Housing

1,946 childcare providers CCRR Toy Library

3669 individuals Immigrant Settlement

565 children/families Counselling Services

217 volunteers Crisis Line Training

673 vulnerable pregnant women Healthiest Babies Possible

16,680 drop-ins 1350 case-managed Employment Services

865 people sheltered 1102 outreach contacts Hyland Shelters / Outreach

Top 9 Languages accessing mainstream programs





CHINESE (Cantonese and Mandarin combined)















Quality services are of utmost importance at OCS. Our services are evidence-based, continuously measured, evaluated, and improved. To ensure we comply with the highest industry standards, we maintain accreditation status with the Council on Accreditation. In June 2015 we were reviewed by a team of experts and peers from across North America, receiving an expedited certification because we are in full compliance with 955 applicable standards. This was our fourth successful review, and 12th year being fully accredited. Your feedback matters. Please visit our website or email to let us know how we are doing.


Volunteers are essential to the fabric of OCS, and participated in every corner of the organization in 2014-2015.



>32,000 >$622,000

415 Volunteers >240 worked Fraser Health Crisis Line

Hours of service by volunteers

Value of donated services and wages

Key Donors


Donors make a difference to everyone we serve in so many ways. We couldn’t do it without you!!

Telus Starbucks Soroptomists Southridge Lafarge Concrete

Knights of Columbus Surrey Urban Mission Global Change for Children Peace Arch Hospital Foundation Royal LePage Shelter Foundation

Xcess Consulting Toskan Casale Foundation Blackstone Capital Partners Canadian Women’s Fdn. And many more...


Revenue for the Year Ending March 31, 2015


76.45 %


6.53 %


.25 %

United Way

1.83 % 7.94 %

Other Funding Agencies


.30 %

Client Rent/Rentals

3.21 % 1.56 % 1.83 %

Sales and Fees


Highlights The Society’s 2014-2015 total revenue, before internal allocations, decreased year- over-year by approximately $288,000, to $24.7 million. This represents a decrease of approximately 1.15% over the previous year.

Expenses for the Year Ending March 31, 2015

Wages and Benefits

65.93 %

Building Occupancy

7.37 % 3.11 % 6.74 % 1.03 % 3.22 %


Program Costs/Training Food Service & Supplies

Fees to Clients

Bank Charges & Interest

.33 % 5.9 %

Contracted Services

Client Housing

6.37 %

Highlights Total expenses, before internal allocations, decreased year over year by approximately $581,000, to $23.2 million. This represents a decrease of approximately 2.44% over the previous year. The decrease in revenues and expenses produced a net increase in operating surplus of approximately $293,000 or 24.25%, over the comparable surplus amount in the previous period. Once again OCS had a very good financial year and remains in excellent financial condition.

OPTIONS in Cloverdale

OCS has been increasing services to Cloverdale to meet the growing needs of the community. Cloverdale program locations include:

Cloverdale Shelter: This year we continued moving forward with our plans for a new homeless shelter in Cloverdale to replace our existing ten- bed house. The new “Bill Reid Emergency Shelter” will increase capacity ensuring the community’s needs are met.

>300 received housing and supports from Cloverdale Shelter

shelter occupancy throughout last year >102%

Clover Valley Family Resource Program and PEAPS ( Parent Education and Peer Support Program) are drop-in programs operating out of the Cloverdale Recreation Centre for parents/caregivers with children 0-6 years of age.

S.T.A.R.R. Program in Cloverdale: STARR has been supporting elementary students for years in Surrey and is moving into two Cloverdale schools the fall of 2015. S.T.A.R.R helps kids develop relationship and leadership skills through daily support, after-school activities, and day camps.

Many more OCS Programs are available to the community of Cloverdale.

• Youth Services • Family Counselling

• Women’s Transition Houses • Immigrant Settlement Program • Child Care Resource and Referral • Homeless and Housing Outreach • Special Services to Children & Families • Suicide Prevention, Education and Counselling

• Moving Ahead Program • Supported Living (adults) • Sexual Abuse Counselling • Healthiest Babies Possible • Growing Together Daycare

OPTIONS beyond Surrey

Fraser Health Region Crisis Line: provides a free 24 hour service, 365 days a year for people throughout the Fraser Health Region – from Burnaby to Boston Bar and everything in-between. OCS Crisis Line also supports callers throughout the province through the provision of 1800 SUICIDE and the 310Mental Health Support Line (310 - 6789). OCS also provides services that extend beyond Surrey to support people across the Fraser Health Region and the province of BC. Some key examples are:

37,023 calls taken

>4,800 were seniors

crisis line Local 604.951.8855 Toll Free 1.877.820.7444

more calls than last year 2000

The Crisis Line Needs You — Volunteer — You'll Be Glad You Did “I c hose to volunteer because I h ad heard th at it o ffered superb tra ining for its prospective ca ll takers. This turned out to be

No previous experience needed as extensive training and ongo- ing support is provided. If you are interested in this rewarding and challenging opportunity please visit for: • qualifications • tasks and responsibilities • application process

100% true as staff and volunteers rea lly provided tra ining worth a million bucks and it d idn’t cost us tra inees a single d ime.”

For 18 years this popular annual conference has brought together individuals from across BC who are involved in the care and education of young children, including parents and ECD professionals. The two-day educational event is held in Surrey and is presented in collaboration with OCS, City of Surrey, the School District, and a group of community volunteers. 650 people participated in 2015. Children: The Heart of the Matter Conference

Most OCS Programs are available in the neighboring communities of White Rock, Langley and Delta. Check our website for more information.

Provincially Designated Early Years Centre

OCS’s Newton Early Years Center was selected by B.C.’s Office of the Early Years in 2015 as one of 26 provincially designated sites. This designation allows us to enhance existing services to a community with many vulnerable children.

33% Surrey’s children live in Newton

48% Newton’s families are foreign born

39% Newton’s children identified as vulnerable

Services Offered:

Child Care Resource and Referral:

Healthiest Babies Possible: helps vulnerable mothers to have healthy birth-weight babies and offers a range of emotional and health-related supports. Family Resource Programs: Newton FRP is one of five drop- in early-learning and parenting programs run by OCS in Surrey. Other locations include Guildford , Whalley, and Cloverdale. promotes healthy development of children by educating child care providers and helping parents locate quality child care in Surrey, Delta and White Rock.

69 training events attended by 1300 professionals

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89% born with optimum birth weights 1356 clients employed more than 6 months since WESC opened in 2012 > 4500 adults and children participate in Family Resource Programs adults and children

80% reduction

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tobacco use in pregnancy

in Ea pa lis

90% fewer crisis and disruptions in their lives

Support to Parents of Young Children: provides one-to-one and group support to parents with young children.

Even More Early Years Services

Since 1986, Growing Together Daycare has assisted young moms to finish high school while raising healthy children. Quality childcare, nutritious meals, parent education and housing supports are a few of the many supports offered to families in this unique program.

90% of children in GTD met key developmental milestones

“The staff rea lly care about me here”

AMAZING ! “ mazing Child Care”

“— my daughter doesn’t want to leave at the end of the day! Lovely, knowl- edgeable staff and a clean, safe and stimulating environment”

Licensed group childcare for children age 2 1/2 to 5 years Full and Part Time Spaces 11475‑126A Street, Surrey BRIDGEVIEW Child Care Centre Open 7:30am to 6:00pm Accessible To Commuters: • King George Boulevard • Hwy 17 close to Patullo Bridge • Scott Road Skytrain Station 604.592.7086

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Operated by Options Community Services in partnership with the City of Surrey

Whalley WorkBC Employment Service Center

Whalley WorkBC provides cost-free services for Whalley job-seekers. Highly skilled professionals inform, support and empower clients during the stressful time of joblessness.

Services Offered:

Self Employment Services • referrals to Self Employment Programs based on eligibility. • customized services to persons with disabilities, physical or mental health barriers to employment. “It h as not a lways been easy from start to finish throughout my experience but the people at WorkBC h ave a lways h ad a kind ear and mora l integrity to guide me through every obstacle I h ave faced” Specialized Services • for Aboriginal and Francophone people, new immigrants, survivors of violence, youth and mature workers. • affiliations with employers and resources for wage subsidies, job creation partner- ships, paid and unpaid work experience. Connections to Employers and Community Planning,Workshops and Training • assistance with employment plans and career assessments. • range of workshops, training support and apprenticeship programs. Staffed Resource Area • equipped with computers, internet, scanners, copiers, phones/faxes. • information and staff to assist

16,680 resource room visits recorded for 2014-2015

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1350 new clients; one-to-one support > 4500 adults and children participate in Family Resource Programs 1356 clients employed more than 6 months since WESC opened in 2012

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Special Services to Children and Families

SSCF provided opportunities for 220 chil- dren with special needs to participate fully in the community, experience meaningful friendships and learn new skills. This year, thanks to a Chapman and Innovation Grant (UBC), we added a multi-sensory room, where children can experience self-control, autonomous discovery, and exploration to enhance self-esteem and reduce anxiety.

Family and Children’s Intervention Services

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OCS offers many programs and groups to assist families experiencing crises and dis- ruptions in their lives. All of these services focus on keeping children safe and support- ing families to regain harmony and stability.

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100% of parents learned new parenting skills during visits 100% of parents would recommend service to a friend Supervised and supportive visiting program for parents whose children are in the care of MCFD. Supervised Access: 100% of participants experienced fewer crises and disruptions after 3 months of service Family Strengthening and Development/ Family Support Outreach: Individualized family outreach and groups such as: Nobody’s Perfect Parenting and Men’s Owning My Anger.

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Quick Response Program: Short-term intensive supports for families in immediate crisis.

“My worker helped me get my family together and she c h anged my life in the best way. I th ank her for my h appier life”

96% of families in QRP stabilize within 4 weeks

Homeless, Housing and Mental Health Programs

Hyland Newton and Cloverdale Shelters and our Homeless Outreach team offer a continuum of services designed to break the cycle of homelessness.

Mobile outreach to people living on the streets

1102 clients were advocated for and connected with appropriate services


Hyland Newton

Hyland Cloverdale

Emergency Shelters 2 co-ed 50 beds total

20 units Transitional

Housing Supports

865 housed by Hyland Shelters

60 rent supplements

Hyland Shelters serve an increasingly elderly and fragile population. Average age of residents is 50, and in 2015 the oldest resident was 96 years old. Supported Community Living provides support and housing ser- vices for older youth and adults living with a mental illness. The continuum of services includes: • rental subsidies • supported independent living • congregate and supported housing transitional living • psychosocial and recreational groups one-to-one support

“There’s a lot o f strength in homeless persons. I know th at I’m va lued here”

–Shelter Resident 2014


OCS’s three Clubhouses are based on a Psychosocial Rehabilitation approach to wellness and provide a supportive environment to adults living with a mental illness. Members participate in a wide range of groups and activities focused on employment, leisure, basic living skills and wellness.

“Outside in the rea l wor ld there’s too muc h pa in sometimes. I like it here, the staff makes it safe for me and now I do th at for others”

Impact of Clubhouses:

92% report increased health and stability 91-100% report housing is more safe, comfortable and secure.

>50% work in supported, paid or volunteer jobs 75% report quality of life has improved

“I wouldn’t be a live if it weren’t for these people Rea lly.”

Stopping the Violence Programs

OCS provides several services to assist women, children and families to find physical and emotional safety and break the cycle of domestic violence.

Transition Houses Virginia Sam and Evergreen

Threshold Multi- Cultural Outreach Program

Children and Youth for Domestic Peace Counselling and groups for children who have witnessed violence and abuse

“There needs to be more women like Virginia Sam staff to make the wor ld a better place. I never felt so safe and relaxed. Th ank you for everything!”

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Relationship Groups

for high conflict families are offered by OCS in partnership with other non-profits in the area

All women leave with a safety plan in place

88% increase in children’s self-esteem after CYDP counselling

This dedicated group of agencies also has a vision to develop a collaborative Centre for Domestic Peace

Services for Immigrants

Immigrant Settlement Program OCS employs 21 settlement workers representing 11 languages to support immigrant and refugee newcomers in Surrey and North Delta.

2988 newcomers received support

2515 attended 267 group sessions

83% gained skills and connections related to the Canadian work environment

MAP provides a full range of supports for vulnerable immigrants and refugees who have faced especial- ly difficult challenges, and have survived extreme loss and trauma. Many orig- inate from Syria, Burma, Somalia and Afghanistan. The program emphasizes trust and building com- munities of support, and the MAP team works very hard to meet this need. Moving Ahead Program





“God bless you with your effort. In my life I needed this program”

Clients satisfied with their experiences living in Canada

First Steps is a unique service that supports the growth and development of young refugee children and helps families to parent in the Canadian context. First Steps Early Years Refugee Program:

90% of parents are more confident in their ability to parent children in Canada

81% of families feeling less isolated and more connected to community

• early learning and literacy • outreach and screening • parenting and family support • community connections Services include:

90% of parents learned newways to play and bond with their children

Youth and School-Based Services

Youth Services:

76% showed marked improvement in overall life skills 87% reported increased awareness of services available to them

Positive things happen when skilled professionals partner to offer a variety of programs and services to youth struggling to overcome barriers. The OCS team provides life skills, curfew monitoring and housing supports to youth.

100% of children made new friends

S.T.A.R.R. is a prevention program in four elementary schools, building leadership skills and positive connections between children.

232 parents received extra support from STARR

Counselling Services

• family counselling • sexual abuse counselling • suicide prevention, education and counselling Services Offered: All OCS counselling staff are Masters - level therapists

589 clients & family members served 2014-15


41% increase from 2013-2014

“I felt very safe and like I could trust people. I felt like I was in a good place and felt excited to come back”

Childhood abuse /neglect? Relationship difficulties? Separation and divorce? Parenting issues? Blended families? Parent-child conflict? Self-esteem, depression,anxiety, anger? Stress and coping?

MAIN OFFICE: 9815 – 140 St.

Surrey, British Columbia Canada V3T 4M4 Tel: 604.584.5811 Fax: 604.584.7628

NEWTON OFFICE: 13520-78 Ave.

Surrey, British Columbia Canada V3W 8J6 Tel: 604.596.4321 Fax: 604.572.7413

“This place is like a blanket. It’ s welcoming, and then loosened and tightened sometimes when you need it, but it reminds you th at you are a va luable person”

ACKNOWLEDGEMENTS Options gratefully acknowledges the commitment and support of government and private funders who made a significant financial contribution to our programs. For a complete list of our funders, community partners and supporters, please visit

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