Outcomes Report (2016-17)

OCS Outcomes Report 2016-2017

Contents Vision, Mission and Values................................................................................. 1 Who We Are ................................................................................................. 2 Get Involved................................................................................................. 3 Message from the Chair.................................................................................... 4 Message from the Executive Director.................................................................... 5 Volunteers and Staff ....................................................................................... 6 Programs and Services .................................................................................... 13 • Counselling Services .................................................................................. 13 » Family Counselling...................................................................................... 13 » Suicide Prevention, Education and Counselling Program (SPEAC) .............................. 14 » Sexual Abuse Counselling Centre (SAC) ............................................................. 15 • Special Services for Children and their Families ................................................. 16 • Family Intervention Services ........................................................................ 17 » Family Support Outreach (FSO)....................................................................... 17 » Support for Parents of Young Children (SPYC) ..................................................... 18 » Family Strengthening and Development (FSD) ..................................................... 19 » Quick Response Program (QRP)....................................................................... 20 » Supervised Access Program (SAP) .................................................................... 21 » Nobody’s Perfect Parenting (NPP) ................................................................... 21 • Employment Services ................................................................................. 22 » Whalley Employment Services Centre (WESC) ..................................................... 22 • Early Years Services .................................................................................. 24 » Healthiest Babies Possible (HBP)..................................................................... 24 » First Steps................................................................................................ 25 » Child Care Resource and Referral Program (CCRR) ............................................... 27 » Growing Together Daycare (GTD) .................................................................... 29 » Family Resource Programs (FRP) ..................................................................... 30 • Fraser Health Crisis Line ............................................................................. 31 • Immigrant Services ................................................................................... 33 » Immigrant Settlement Program (ISP) ................................................................ 33 » Moving Ahead Program (MAP)......................................................................... 35 • Stopping the Violence Services ..................................................................... 37 » Transition Houses ....................................................................................... 37 » Threshold Multicultural Outreach.................................................................... 38 » Children and Youth for Domestic Peace (CYDP) ................................................... 39 • Mental Health and Supported Community Living Services ...................................... 40 » Clubhouses............................................................................................... 40 » Supported Community Living and Housing Programs.............................................. 42 » The Supported Independent Living (SIL) Program ................................................. 43 » Youth Supported Independent Living (YSIL) ........................................................ 44 » Transitional Living Program (TLP).................................................................... 45 • Homeless and Housing Services ..................................................................... 46 » Shelter Services ......................................................................................... 46

OCS Outcomes Report 2016-2017

» Transitional Housing Program (THP)................................................................. 47 » Homeless Outreach Program (HOP).................................................................. 47 » Housing First Partnering Strategy (HPS) ............................................................ 48 » Homelessness Prevention Program (HPP) and Rent Supplement Program..................... 48 • Youth and School-based Services ................................................................... 49 » Youth Services........................................................................................... 49 » Services To Access Resources and Recreation (STARR) ........................................... 52 » Options for Schools (OFS) ............................................................................. 53 Achievements of Note 2016-2017 ....................................................................... 55 Financial Report ........................................................................................... 57 • Treasurer’s Report .................................................................................... 57 • Statement of Financial Position..................................................................... 58 • Statement of Operations............................................................................. 59 Funders ..................................................................................................... 61

OCS Outcomes Report 2016-2017

Vision, Mission and Values Our Vision We inspire hope and belonging for all.

Our Mission We are a diverse organization, united in the purpose of helping people to help themselves and promoting safe, healthy, vibrant communities.

Our Values

» Diversity At OCS, everyone has a voice. We are inclusive, respectful and fair. » Integrity We are accountable, honest and compassionate. » Resourcefulness We are creative, flexible and innovative. » Collaboration We work collaboratively as partners and teams within the organization and broader community. » Excellence We go above and beyond ordinary and strive towards the exceptional and extraordinary. Diversity Statement The diversity of our community takes many forms. OCS is committed to celebrating the rich diversity of our community. We are guided by the principle that celebrating diversity enriches and empowers the lives of all people.

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OCS Outcomes Report 2016-2017

Who We Are Options Community Services Society (OCS) is a non-profit society and registered charity dedicated to strengthening individuals, families and communities. OCS has been serving the communities of Surrey, Delta, White Rock, Langley and many areas of the Fraser Health Region since 1969. OCS also operates a sister society: Habitat Housing Society, which operates affordable housing complexes for low income families and people living with mental illness.

We provide programs in many areas, including: • Child Care Resource and Referral

• Children Who Witness Abuse • Community Housing Services

• Early Childhood & Parenting Groups and Services • Family and Children’s Support Services including: - Family Strengthening and Development - Family Support Outreach - Quick Response - Supervised Access • Family Counselling

• Family Resource Programs • Fraser Health Crisis Line • Homeless Shelters and Homeless Outreach Services • Immigrant Settlement and Supports for Vulnerable Newcomers • Mental Health and Supported Housing/Living Services • Pregnancy Support and Nutrition Services • Services for Children and Youth with Special Needs • Sexual Abuse Counselling • Suicide Prevention Counselling • Supported Living and Supported Housing • Transition Houses for Women and their Children • Vocational Rehabilitation and Clubhouse Services (for adults living with mental illness)

• WorkBC Employment Services • Youth and School-based Services

OCS is fully accredited under the Council on Accreditation (COA).

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OCS Outcomes Report 2016-2017

Get Involved Options Needs You …. Volunteer. You’ll be glad you did!

Every year, hundreds of people donate their time and skills to the diverse array of programs at OCS. This year, over 520 volunteers contributed almost 35,000 hours of their time. They engaged in a variety of activities, including answering Fraser Health Crisis Line calls, supporting families, youth and newcomers to Canada, cooking, teaching, crafting, researching, assisting with reception and clerical tasks, building playgrounds, landscaping, painting, IT-related tasks, special projects and much, much more. We couldn’t do it without the support of our incredible volunteers!

Volunteer with the Crisis Line Volunteers aged 18 and older come from all walks of life and reflect the cultural diversity of the community. Volunteers receive 50 hours of training before answering the Crisis Line. Training includes: • Cultural Competence & Diversity. • Crisis Intervention. • Suicide & Homicide Risk Assessment. • Family Violence. • Boundary and Limit Setting.

Thank you to our Donors … Options Community Services celebrates and acknowledges all of our donors and friends who support and contribute to the work that we do. Our donors make a difference to everyone that we serve in so many ways and all gifts - big and small, matter. The following are some examples of how donated dollars are used: • Developing new and innovative programming. • Providing families and children with much needed household supplies. • Building playgrounds and providing opportunities for children and youth to go to camp, become leaders and grow friendships. • Providing food and much needed household items to those in need. To learn more about how you can contribute, visit us at www.options.bc.ca or contact: Janice Boyle Director of Development 9815 - 140 Street Surrey, BC V3T 4M4 p: 604.584.5811 ext. 1342 e: janice.boyle@options.bc.ca

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OCS Outcomes Report 2016-2017

Message from the Chair Looking to the Future …

This has been an exciting year for Options Community Services. It continues to be a pleasure to Chair the Board of Directors, and work with Christine Mohr and the excellent Executive Team which supports the work of Directors. Options has extended services in social housing, homelessness and transitional housing; mental health services; youth and children services. Extension of facilities includes completion of the shelter in Cloverdale, purchase of Ted Kuhn Towers and commitment to a new

Tim Beachy Board Chair

service centre in the Newton area. Organizationally, Options has committed itself to a fundraising and capital campaign strategy, renewal of its constitution and by-laws and extensive governance and policy re-formulation. Surrey and the Fraser Valley continue to grow at record rates and Options is committed to meet the emerging needs in this fast-changing environment. We will continue to focus on community engagement, collaboration and partnerships to meet community priorities, and use all of the resources available through Options and Habitat Housing Society to meet community needs. The organization is in a healthy financial position and can now look forward to investing more assertively in development of priority service areas. We are very proud of our staff, both at the executive and program levels. We appreciate the skills, experience, energy and wisdom that staff bring to the job every day. We are also very appreciative of the service and development partnerships that are in place and currently building; without these partners we would be just another social service agency. Options serves over 100,000 people annually. We have hundreds of active donors. We are engaged with scores of community-based action groups. We partner with practically every provincial social service ministry and several federal ministries, and are fully engaged with the City of Surrey, School Districts and Health Authorities, as well as with numerous private sector partners. I also want to thank the Society Directors for their commitment, hard work and visionary approach to our work. The Board brings a wealth of long term experience as well as energizing new ideas. It is an awesome experience to play a part in the work of Options Community Services.

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OCS Outcomes Report 2016-2017

Message from the Executive Director This Year in Reflection …

Accomplishments - We are very proud to say that Bill Reid Place, an expansion of the old 10 bed shelter to 16 beds of shelter and 12 transitional units is now complete. The old 6 bed mental health assisted living house is under reconstruction and will house 48 individuals. A new 6 bed resource has been developed for young people ages 19-25 with mental health challenges. We were successful with our bid to BC Housing to become owner/operators of Ted Kuhn Towers providing 425 units of social housing in Surrey. Combined with other existing housing and mental health services at OCS and working closely with other community partners, we are better able to provide much needed housing and support to our growing community. Our plans to build a service hub on King George Boulevard and 81 st Avenue are shaping up. There is much excitement about the development of a one-stop, integrated youth centre as well as other services out of this location. Community partners, neighbours and other supporters are excited about this opportunity for our community. Our Early Years, Family Services and Counselling Services continue to address the needs of Surrey’s population of 517,887 (Stats Canada 2016) including 92,550 children between 0-14 years of age. Leadership Changes - This year we had two senior staff retire – Connie Hong, Senior Manager of Immigrant Services (IS) and Ruth Beardsley, Senior Manager of Early Years Services (EY) – both are sorely missed. We have the great fortune of hiring Khim Tan to IS and Darby Wilkinson to EY. As well, we are very pleased that several internal staff have moved to take on management positions as others have retired or otherwise left OCS. I am inspired by the work done by our staff, volunteers and Board. In particular, I am appreciative of the day-to-day efforts of our staff who rise to whatever the occasion calls for. They are AMAZING! In the year going forward we will continue to build on the many significant developments of the current year including ongoing strengthening of existing partnerships and the building of new ones on behalf of our community. Thank you to our staff, volunteers, Board, community partners, donors and other supporters for your ongoing commitment to our community and the work accomplished through our collective efforts. Christine Mohr Executive Director

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OCS Outcomes Report 2016-2017

Volunteers and Staff Thank You to our wonderful volunteers and staff! Volunteers Options had over 520 volunteers in 2016.

Instead of Service Awards, volunteers receive Milestone pins for giving 200, 400, 600, 800, and 1,000 hours of their time. Between April 1, 2016 and March 31, 2017, 56 volunteers from the Crisis Line and Board of Directors received pins, which remained unchanged from 2015.

The most significant change this year was the number of Crisis Line volunteers receiving the 400 hours of service pin (an increase of 27%) and 3 volunteers reaching the 800 hours of service mark (increase of 2 from last year).

521 Volunteers = 34,361 Hours Contributed = $769,686 Value (according to IMAGINE Canada)

National Volunteer Week Options celebrates National Volunteer Week every year. In 2016, more than 500 of our volunteers received an

Options branded Thank You card along with a packet of flower

seeds, signifying their endless dedication to helping us grow a brighter tomorrow!

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OCS Outcomes Report 2016-2017

Staff Service At the end of fiscal 2016, Options had on record 429 employees. This was only slightly higher than 2015 (at 426).

Turnover Data This year Options had 88 employees leave employment, this was a decrease of 5 employees from 2015. • 29 employees were permanent full-time or permanent part time - 19 full-time - 10 part time • 18 employees were casual • 20 employees were temporary full-time or temporary part time • 21 employees were Summer Students hired on a seasonal basis

The most significant change from last year was in the permanent employee category.

Forty-three (43) permanent employees left Options in fiscal 2016, a decrease of 14 employees this previous year.

The top permanent position losses for 2016 were: • Mental Health Workers (3). • Shelter Workers (3). • Whalley WorkBC (3). • Finance (3).

Type of Employees

# of Employees

# of Employees in 2015

Difference in 2016

 12  14  7  9

Full-time

218

230

Casual

Perm Part Time w/Benefits *

Perm Part Time

Temporary Positions  12 *permanent part time employees over 20 hrs per week turnover data 27 39

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OCS Outcomes Report 2016-2017

Employee Recognition Employees receive recognition every 5 years. In 2016, a total of 38 individuals received a service award. The award consists of a certificate and letter acknowledging the years of service and signed by the Executive Director and a member of the Board of Directors; a monetary gift is also given, for which the amount increases every 5 years. After 25 years of service, employees also receive a plaque specially picked out by their supervisor. This award is personalized and presented by the employees’ Manager with acknowledgement of the employee’s strengths, hard work and dedication.

The following graph shows the number of service awards given out from 2013 to 2016. A total of 38 individuals received an award. The majority were for 5 and 10 years of service.

In 2016, two individuals celebrated their 25 year anniversaries, one individual celebrated 30 years and one individual celebrated 35 years (this was a new milestone). Of these four individuals, three of them hold leadership team positions, speaking directly to the extensive experience of our agency leaders. This year, the number of employees reaching 5 years almost doubled from previous year.

Employees are also encouraged to publicly appreciate each other’s efforts.

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OCS Outcomes Report 2016-2017

We have several initiatives that increase appreciation, recognition and connection. These include: • Regular potlucks and events celebrating the diversity of cultural backgrounds. • Children’s Christmas Party. • Staff and Team Christmas Parties. • Staff Barbecues. • Team Days. Staff Development The Staff Development Committee is a group of individuals who are representative of our programs and services. The committee meets monthly to plan, coordinate and evaluate the delivery of mandatory training specific to all personnel, such as:

• Agency Orientation. • Emergency First Aid. • Non-Violent Crisis Intervention. • Respectful Workplace.

Training Topic

Number of offerings

# of Participants

• Emergency First Aid/CPR Level C (w/AED)

6 Full Days

81 attended

• Occupational First Aid Level 1 (for First Aid attendants)

1 Full Day

10 staff trained (externally) 82 staff attended

•

4 Workshops

Agency Orientation

•

9 Workshops 7 Workshops

112 staff certified for one year 90 staff certified for two years

Non-Violent Crisis Intervention

Respectful Workplace

3 Workshops

88 staff attended

Supervisory/Leadership Development • Supporting Refugees: Settlement Services and Beyond. • How to Become a Learning Organization. • CSSEA Conference.

Relias Training. • 36 curriculums have been developed and are currently being used. These consist of agency annual training requirements, program-specific training requirements and position-specific training requirements. This is an increase of 5 new curriculums this fiscal year. • 80 training modules are currently being used and consist of annual review material, one- time training requirements and ongoing training events such as First Aid. • 144 courses were completed this fiscal year by 358 staff.

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OCS Outcomes Report 2016-2017

Other Development Topics • Wisdom Within Series - So you want to Blog? -

Using Pop Culture for Positive Change

• Queer Competency Training This ½ day worshop presented by Qmunity provided education for staff supporting survivors of domestic violence, trauma and or abuse. Agency Day Event Focus Event Building Bridges Through Understanding the Village was a powerful, experiential workshop exploring the affects of Residential Schools on First Nations Peoples. The workshop was done from a non-blame/shame perspective and encouraged participants to be part of the healing. At the direct program level, teams are supported to identify training opportunities which meet their unique needs and service setting. A sample of this, taken from our Counselling Services program training schedule from the 2016-2017 year is below: Counselling Services Professional Development Training Summary: 2016-2017 • Introduction to Synergetic Play Therapy: 2 day workshop presented by Lisa Dion (5 staff attended). • Capacity Cafe Training: 1 day (1 staff attended). • Balancing Our Minds Event: Bell Centre: 1 day (1 staff attended). • EMDR Training: Level 1 (2 staff attended this multi-day training). • Somatic Experiencing (Trauma Treatment): Beginning Level (consists of three 4-day live training modules, spaced 2-4 months apart). • Transition of Addiction in the 21st Century: 1 day, 1 staff. • Concurrent Disorders Training: MCFD sponsored: 1 day, 5 staff. • Refugee and Trauma Training: Langley School District Training. • Family Networker Conference: Washington, DC – 4 day conference. • American Association of Suicidology Conference, Chicago, 2 staff attended. Staff Survey We conducted our annual agency-wide staff survey. It is important to us at OCS that we have a positive work place, where staff feel supported, valued and able to do the best work they can. • Vanessa Lapointe Speaker event: 1 day, 1 staff. • Langley Mental Wellness Event: 1 day, 1 staff. • Social Media Online training: 1 day, 2 staff. • Play therapy cafe: 1 half day training: whole team.

Our annual staff survey gives all staff of OCS a venue for open feedback and provides us with an opportunity to assess what we are doing well and what we can do better.

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OCS Outcomes Report 2016-2017

Highlights This year, 53% of staff responded to the survey (219 of 414 active staff). This is a marked increase from previous years. When asked if they would, recommend working at Options to others, 165 respondents provided written responses. 98% said yes, with most responding strongly. 1% said maybe, 1% said not in my program. When asked, what one practice OCS could change to enhance your life at work, 117 written responses were received. The majority of responses fell into 4 different theme areas: development and learning, increased communication, requests for flex days and remuneration (pay). When asked, compared to other similar non-profit organizations, do you feel you are paid fairly, 57% responded yes. This is a significant increase from previous years where we simply asked “are you paid fairly” without providing context and 35% responded yes.

Feedback received on supervisors was also very positive.

Respondents were given the statement, my supervisor supports me in understanding how to be successful in my job, 72% of respondents reported that this happens anywhere from frequently to always.

To the statement, my supervisor recognizes and appreciates me and my work, over 75% stated frequently to always.

When asked to, rate the opportunities for learning, growth and development at OCS, 56% of respondents rated this as being above average to extremely high.

Over 85% of staff report above average to extremely high meaning and significance in their work.

35% of respondents are reporting above average or high levels of stress at work.

Over 70% of respondents are reporting above average to extremely high sense of community at work.

Over 75% of respondents reported an above average to extremely high feeling of connection to OCS’s mission.

When asked, what keeps you at OCS, 31.8% reported pay, 39.9% healthcare benefits, 47.5% reported professional development, culture was reported by 73.2%, and flexibility 73.7%. Please note that particpants could select more than one response to this question.

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OCS Outcomes Report 2016-2017

When new employees were asked what attracted them to Options, almost all written responses could be traced back to our culture and our reputation in the community.

Responses to the question, what single policy or practice does OCS do to best improve your life at work, also reflected our commitment to a culture that is based in community, is welcoming and inclusive. Respondents also reported that our commitment to supporting a work life balance whenever we can by being supportive and flexible improved their lives at work. As a COA Accredited organization, we are committed to using data to identify areas of needed improvement. All of our programs actively seek out feedback from clients and stakeholders in a variety of forms, including informal dialogue, questionnaires, and surveys. We create an environment not only where feedback is sought, but is welcomed and appreciated.

Client and Stakeholder Satisfaction Client Feedback (all programs)

2012/2013 2013/2014 2014/2015 2015/2016 2016/2017

•

97.8%

96.5%

96.9%

97.4%

98.2%

Clients satisfied with OCS programs

•

Clients who felt welcomed and respected Clients who felt their goals were met

97.6%

95.7%

97.2%

97.8%

98.5%

•

92.7%

90.9%

91.1%

90.1%

92.1%

Funder and Community/Partner/ Stakeholder Feedback (all programs) Stakeholders satisfied with OCS programs and staff’s skills and service • Stakeholders who felt the programs were welcoming and respectful Stakeholders who would recommend an OCS program/refer to it again • •

2012/2013 2013/2014 2014/2015 2015/2016 2016/2017

98.2%

97.3%

97.5%

98.1%

98.6%

97.0%

97.2%

97.3%

97.2%

98.2%

98.1%

97.8%

94.8%

96.0%

97.8%

~results include “always” and “almost always” responses

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OCS Outcomes Report 2016-2017

Programs and Services Counselling Services Family Counselling

This program provides short-term (up to 10 sessions max.) individual, couple and family counselling to residents of Surrey with children 18 and under by referral via MCFD intake.

Family Counselling works with people to achieve and foster healthier relationships, work through anxiety and depression, coping skills for separation and divorce, parent-child conflict resolution and increasing self-esteem. Outcomes • To maintain the child safely in the home. • Reduce or eliminate problems identified by program participants at the outset of service. • Improve the social, emotional and behavioural functioning of children and youth, caregivers and parents who participate in the program. Service Highlights • 95% of families report increased connection to helping services and supports. • 95% report increased problem-solving skills. • 100% report increased well-being and stability. • 90% report increased knowledge, skills and ability to manage stress. • 90% report increased ability to identify needs, goals and plans.

“I am completely satisfied with how the program was run. And also am confident I received the help I was seeking. Thanks for your time.”

“We achieved our goals that were set by us at our first visit.”

Unique Client Breakdown by Age » Daily Stats (Client Time)

2,019.1 hours

» »

Group Stats

0 hours

Brief Service

4.3 hours

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OCS Outcomes Report 2016-2017

Suicide Prevention, Education and Counselling Program (SPEAC) SPEAC provides suicide risk assessment, crisis intervention and short-term counselling (up to 10 sessions max) to children and adolescents who are experiencing thoughts of suicide, are affected by the loss of a friend or family member to suicide, or who have made a recent suicide attempt. The SPEAC team also presents suicide prevention workshops in schools and community agencies in Surrey, White Rock, and Langley. Outcomes • To stop children and youth who are participating in the program from attempting or completing suicide. • To improve the social, emotional, and behavioural functioning of children and youth who are participating in the program. • To improve the social, emotional, and behavioural functioning of children and youth who have lost a loved one to suicide. • To improve the caregiver’s/parent’s ability to maintain a safe physical and emotional environment for the client. • To increase the ability of youth to recognize and respond appropriately to suicide risk indicators amongst their peers. Service Highlights • 100% of children and youth report a decreased risk for suicide. • 85% of children report an increased ability to think clearly and make healthy decisions.

• 80% report decreased symptoms of depression and anxiety. • 80% report improved family, social and other relationships. • 80% report improved community, school and work functioning.

Unique Client Breakdown by Age » Daily Stats (Client Time)

1,618.5 hours 111.4 hours 195.9 hours

» »

Group Stats

Brief Service

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OCS Outcomes Report 2016-2017

Sexual Abuse Counselling Centre (SAC) SAC provides both short-term and long-term (up to 2 years) counselling to children and youth from Surrey where sexual abuse has either been disclosed or is suspected. Support and psycho-educational information is also offered to non-offending family members. The SAC program currently has two full-time therapists and one part-time therapist. Outcomes • To maintain the child safely in the home. • To improve the social, emotional and behavioural functioning of children and youth who have been sexually abused. • To stop re-victimization of sexually abused children and youth. • To improve the ability of non-offending family members to cope with the stressors related to the disclosure of child sexual abuse in the family. • To increase each non-offending family member’s knowledge of sexual abuse and related systems issues. • To increase the community’s awareness of sexual abuse. Service Highlights • 100% report improved ability to cope with the stressors related to the disclosure (or suspicion) of sexual abuse. • 90% report being safely supported in the home.

• 95% report improved community, school and work functioning. • 90% report improved social, emotional and behavioural functioning. • 100% report an ability to think more clearly and make healthy decisions. • 150 unique children and youth actively received services.

Unique Client Breakdown by Age » Daily Stats (Client Time)

3,746.9 hours

» »

Group Stats

0 hours 0 hours

Brief Service

Quality Improvements for all Counselling Services • The creation of a sexual abuse handbook for clients of the Sexual Abuse Counselling program. • The use of POMS on Nucleus for the creation of case plans with clients. The clinicians reported that this is an easier way to incorporate the client goals onto Nucleus. • In an effort to more readily engage with clients on the family counselling waitlist (as per feedback that we’ve received from clients and stakeholders), our ‘intake day’ clinics are proving helpful. • Based on client needs and feedback from the clinicians, a few technological tools for measuring neuro and bio-feedback have been purchased for the team.

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OCS Outcomes Report 2016-2017

Special Services for Children and their Families Special Services to Children and their Families is a goal-based program designed for children 3–18 years old who have a developmental disability and/or autism.

There are three components to this program: 1. One-to-one service (MCFD funded). 2. Group services (MCFD funded). 3. One-to-one Private Intervention contract service. Service Highlights • 100% of participants experience increased integration into community. • 93% demonstrate increased communication skills. • 63% demonstrate increased life skills. • 93% demonstrate increased social skills. • 100% demonstrate an increase in appropriate behaviours.

“Once a parent opens themselves up to the service and allows their child to attend, they love the program and request it again and again.”

Special Services

Contracted Service Units

Service Units Delivered

• Surrey • Langley

3,779

4,448.75 14,813.73

11,574

• 320 clients in Special Services programs

Private Intervention The Private Intervention program provided one-to-one contract service for 54 clients. Ninety- six percent (96%) of the clients supported were on the autism spectrum.

- CP and related neuro - CNS Disorders - Medical - MeuroMuscular/ PMS/Ortho - Disorders - Cognitive Delay - Mental Health

Autism Spectrum

Syndromes

- Unknown - Atypical - Typical - Not Assigned

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OCS Outcomes Report 2016-2017

Quality Improvements • We have presented on several occasions to school programs at Kwantlen and Trinity Western University. • We secured funding for a new Snoozelen room for the new Langley office. • We have secured our new space for our Langley office and hoping to move in the summer of 2017. • We ran two parent support groups for parents who were isolated and needing support from one another. • The kitchen area was renovated and now has an accessible area for those clients who are in wheelchairs or walkers. • Secured 5 spots for our clients to take part in Dreams Take Flight – a trip to Disneyland for the day. • We were once again a part of the UBC Reading week program. Students helped us create a video series which included online safety and recognizing personal boundaries which are currently being used as part of our Healthy Sexuality and Boundaries Group called “Teen Talk.” • We expanded our Sign-up waitlist program for clients waiting to get into the Adventurers group. Once families have come to an intake, they can sign their child up for two activities per month until their child gets into a regular group program. This helps to ease some of the long waiting time families have before getting service. • We have built partnerships with Royal Bank of Canada, Kwantlen College, UBC, Langley Parks and Recreation, Timms Community Center and the Center for Child Development. • We partnered with Langley Association for Community Living to deliver two Healthy Sexuality courses. • We have applied to CLBC to be put on a list of service providers in the Langley and Surrey areas for adults in the community that require life skills workers. • Over the summer we operated the Super Summer Program where existing clients of the program signed up for fun activities throughout the summer with the support of both regular staff and summer students. The Super Summer program was possible through grant funding. • We also ran a Healthy Sexuality group for high functioning boys and girls from October – January.

Family Intervention Services Family Support Outreach (FSO)

FSO provides outreach counselling and support services to MCFD referred clients with children between the ages of 0-13, assessed at medium risk. The primary long-term goal of the FSO program is to work toward supporting families, educating parents, and promoting safe and healthy home environments.

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OCS Outcomes Report 2016-2017

Outcomes • Foster better communication and more positive interaction between parents and children. • Educate parents on normal stages of child development. • Introduce more effective ways to respond to particular child behaviours. • Connect families to other resources within our community. Service Highlights • 97% report experiencing less crisis and disruption in their lives. • 97% report using more resources or places in the community to meet their family needs. • 97% report learning new parenting skills. • 148 people served. • 2,654 service units delivered. Support for Parents of Young Children (SPYC) SPYC offers one-to-one teaching and support to assist parents/grandparents and caregivers of children aged 0-6 years old in increasing their self-esteem and parenting skills, and to develop a sound community-based support system. Service is provided by Community Counsellors. In addition to one-to-one support, the program will also run four, 6-week long group sessions based on attachment theory, with a focus on skill-building.

Outcomes • Support and educate parents, while promoting safe and healthy home environments. • Foster better communication and more positive interaction between parents and children. • Introduce more effective ways to respond to particular child behaviours. • Connect families to other resources within our community.

“I am very satisfied with the program because staff has helped me so much with my son. Staff was always available for me.”

Service Highlights • 177 families received services. • 2,199 service units delivered.

Quality Improvements • SPYC and Nobody’s Perfect Parenting programs moved from the Family Support Service portfolio to the Early Years Service portfolio. • SPYC is currently a component on the continuum of care with Healthiest Babies Possible and Nobody’s Perfect Parenting programs. • Created a permanent part-time childminding position to increase the continuity of the child care relationship/experience for families.

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OCS Outcomes Report 2016-2017

“Worker helped us realize our communication blocks and work on tools that help us work together as a family. She has also been helpful in finding the right programs to move forward without her.” • Provided regular supervision and group case review meeting with staff to be more collaborative, purposeful and informative during client interventions. • Evaluated needs of client demographic, current groups being offered in the community and existing group curriculum. • Engaged in a partnership with Dr. Vanessa LaPointe to develop an enhanced parenting philosophy, parenting group and staff training model. Evaluated existing service delivery model and re-established service priorities based on program contracted outcomes. • Increased case loads and re-established focus of services. • Staff engaged in outreach to Health Units, SD 36 StrongStart, MCFD teams to promote program, clarify program mandate and increase client engagement. • Revised program pamphlets, referral forms (available on website), and assessment to increase usability for clients and referring agents. • Reviewed and updated several client resources and staff practice tools to ensure we are delivering relevant and evidence-based information. Family Strengthening and Development (FSD) FSD offers short term, goal–focused interventions to assist families who are in immediate crisis and at risk of abusing or neglecting their children. The purpose of this program is to reduce the risk for child maltreatment, enhance child safety by changing behaviours and increasing the skills of referred moderate to high-risk, high-needs families in Surrey. Outcomes • Learn and apply new and appropriate strategies to manage their family and practical needs. • Develop practical strategies which will increase the family’s capacity to be self-sustaining and stable. Service Highlights • 79% of clients identified as female. • 25% of clients referred in FSD highlighted a concern of domestic violence.

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OCS Outcomes Report 2016-2017

Quick Response Program (QRP) QRP is a short term, goal-focused intervention to assist families who are in immediate crisis and at risk of abusing or neglecting their children. Services can be provided in the family home, in other community settings, and/or in the office. Outcomes • Learn/apply new and appropriate strategies to manage their family and practical needs. • Develop strategies which increase the family’s capacity to be self-sustaining and stable. Service Highlights • 99% of clients identify as female. • 27% of clients referred in QRP who highlighted a concern of domestic violence. • 129 families served.

Quality Improvements • Both FSD and QRP have staff members who can converse in Punjabi, Hindi, Spanish, Cantonese, Mandarin, French, and German. • This past year FSD/QRP completed 17 groups and had a total of 186 group participants which exceeded the previous year’s total of 7 groups and 76 participants. • Psycho educational groups ran every quarter for a total of 17 groups and 186 group participants. • 81% of group participants graduated from the Men’s Anger Management group. • All group facilitators have completed a 2-day group facilitation training called ”Facilitation Fundamentals” offered by the Justice Institute of BC. • Team members attended a two day workshop entitled “Managing Anger through Intelligent Compassion” facilitated

“I learned great communication skills, as well as the ability to identify a problem and alternative ways to approach it in the healthy way. discussion. Groups are a successful way to teach those in need of additional parenting skills.” Wonderful for learning and

by Dr. Harry Stefanakis. This curriculum is being implemented in both the Men’s and Women’s Anger Management groups. The training was videotaped for staff to refer back to as a resource for future trainings. • 58% of client feedback forms were returned exceeding the target rate of 35%. • Assistant Manager completed Leadership 2020. • 81% of participants completed the Men’s “Managing Anger through Intelligent Compassion.”

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OCS Outcomes Report 2016-2017

Supervised Access Program (SAP) SAP provides visitation for children who are in the care of MCFD and their families (non-custodial parents) in Surrey. The program’s long-term goal is to have the children who have been removed from their biological parents/caregivers, and in care of MCFD, reunified with their natural families. Outcomes • Facilitate positive interactions between family members. • Increase parenting education. • Give visiting families an opportunity to spend time together in an atmosphere of safety and support.

“The fact we were in a small group let me the opportunity to be more participative and express my opinion and concerns in a comfortable and friendly environment.”

Service Highlights • 3,613 service units delivered. • 78 unique individuals served.

Nobody’s Perfect Parenting (NPP) NPP provides service to the parents, grandparents or caregivers of children 0-5 years of age, who have their child/children in their care at least 50% of the time. Groups are facilitated in multiple languages and have a multicultural focus.

“The support and resources and the nice knowledgeable presenters made it a good experience”

We also facilitate groups specifically for Dads.

The primary long-term goal of the NPP program is to work toward healthier parent/child relationships, while promoting safe and healthy home environments.

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OCS Outcomes Report 2016-2017

• 8 groups delivered. • 75 families served.

Quality Improvements • Offered through Options’ Early Years Centre. • All program promotional materials were reviewed and updated.

Employment Services Whalley Employment Services Centre (WESC)

WESC is a provincially-funded program which provides job search related services and supports for those who are unemployed or under-employed and legally entitled to work in Canada.

Services include employment counselling, job search workshops, career planning assessments/workshops, development of skills training plans including funding for eligible clients, wage subsidy support, job development, customized employment services, job coaching, funding for short-term occupational certificates, financial supports for work clothing, bus tickets, and job start supports specified by the employer. Service Highlights • 96% of needs and goals were addressed as per Client Survey questionnaires. • 85 long-term Training Applications were approved for funding. • 478 workshops were held. WESC has just completed its fifth year of operation.

“Goal setting helps me rethink what I want to happen next year.”

I’ve done a lot of growing in this class, I am ready for the next step.

• 1,236 new client files were opened. • 1,279 individuals found employment. • 2,375 individuals received 1:1 support. • 3,615 individuals attended workshops. • 15,179 visits to the resource room were recorded.

Quality Improvements • Based on workshop attendance and results, the structure of the workshop delivery has been revised and improved to ensure a higher participation rate, enhanced service delivery and completion results, ultimately higher employment stats.

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OCS Outcomes Report 2016-2017

• Workshops now include a personal development component. This enhancement will offer clients the opportunity to learn and practice the life skills needed to retain employment as well as simply obtaining it. • Service to clients has also been enhanced by providing assistance to clients in completing their training applications within the career planning workshop. This enhancement will allow for more completed packages in a more efficient manner and hence more training packages approved and hence better employment results once the participants complete their training and secure employment. • Increased marketing efforts to EI eligible clients and new immigrants who want to secure employment has resulted in better employed stats and more opportunities to provide longer term services to clients such as training and wage subsidies. • Self Serve Resource Room was reconfigured to allow for more presence of staff and practicum students. • Leases were finalized for WESC to move to London Station. Renovations at the new site were commenced and WESC will be operational at the new site on June 1, 2017. • Skills Link funding was received for 6 months. The program was up and running within 2 weeks. Two cohorts for Skills Link served 28 youth, achieving over 70% of workplace placements. The program was very successful and the funder was impressed with the services delivered and outcomes achieved. Staff involved in the project did an amazing job and they were commended for their extraordinary work. • The NESP IS program will operate out of the space that was reserved for Skills Link. • The Specialized Services Workgroup received an award for Options as the Community Partner of the Year from the Canadian Council on Rehabilitation and Work. • The Ministry acknowledged that all of the service interventions either met or exceeded the levels achieved in the previous year and were satisfied with the levels provided. • A WESC client was the recipient of the Family Services Spensor Creo Award. • WESC staff actively participated in Biz Hub Activities for client engagement and are also active participants in the Staff Engagement Sub Hub. The Biz Hub is an initiative taken up by the BC Centre for Employment Excellence.

“Went beyond expectations to make sure I was satisfied before leaving.”

“Staff was very courteous and was trying everything to ensure she was helping me and yet she was honest, constructive as she advised me on way forward.”

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OCS Outcomes Report 2016-2017

Number of Individuals Served in Various Languages Case Management (store front and satellites) Self-Serve Resource Area (store front)

Workshops (store front)

» English » Arabic » Punjabi » Spanish » Somalian » Chinese

2,376

15,179

3,615

45 7 1 - 8 - 1 2

- - - - - - - -

- - - - - - -

» French

» Sign

» Other (Karen)

Early Years Services Healthiest Babies Possible (HBP)

HBP is a pre/postnatal outreach program supporting women of all ages who live in Surrey, Delta and White Rock. Since 1988 we have provided education, information, support and connections for women who experience health and lifestyle challenges during pregnancy, birth and the transition to parenting. Working with women in the context of their families, the aim is improved maternal and infant health with long term goals of reducing the incidence of low and high birth weight in premature babies and reducing incidences of prenatal substance use. Outcomes • Participants engage in positive nutrition practices for self and baby. • Participants engage in positive health practices for self and baby. • Participants engage in practices that support emotional wellbeing of self and baby. • Participants engage in positive infant feeding practices. • Participants engage in positive infant care practices. • Participants connect with community and resources as needed for self and baby.

Service Highlights • 98% of clients would recommend this program to family and/or friends. • 90% of participants experience low income. • 74% of women had a full term birth . • 505 women received support. • 1,663 participants attended groups.

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