Annual Report (2018-19)

ANNUAL REPORT 2018-2019 building community inspiring hope


you’ll be glad you did !

OCS Needs You

Fraser Health Crisis Line

Every year, hundreds of people donate their time and skills to OCS programs through activities such as: • Supporting families, youth and newcomers to Canada • Assisting with reception, clerical and IT-related tasks • Cooking, teaching, painting, building playgrounds, helping with special projects, and more

No experience is needed, as extensive training and ongoing support is provided. If you are interested in this rewarding and challenging opportunity, please visit for information about:

• Responsibilities • How to apply

• Qualifications • Tasks

One person can make a difference but together we make change

590 Volunteers

31,728 Hours contributed by volunteers

$719,591 Estimated value of volunteer service to OCS

Thank you

to our donors !

To learn more about how you can make a difference Janice Boyle , Director of Development Call: 604.584.5811 ext. 1342 Email:

Thank you to our hundreds of donors and supporters! Donations, both cash and in-kind, are what allow us to address unmet community and client needs. All gifts, big and small, matter. Some examples of how donated dollars were used this past year include...

• Providing children and youth opportunities to go to camp • Christmas gifts and hampers for low income families • Developing new and innovative programming


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

Our Vision We inspire hope and belonging for all.

Diversity At OCS, everyone has a voice. We are inclusive, respectful and fair.

Integrity We are accountable, honest and compassionate.

Our Values what makes us great !

Resourcefulness We are creative, flexible and innovative. A Message from Options . . . . 4 Financials. . . . . . . . . . . . . . 5 Who We Serve. . . . . . . . . . . . . 6 Our Community Our Commitment. . . . 7 Early Years Services . . . . . . . . . . . . . . 8 Employment Services Centre . . . . . . . . . . . 9 Family & Children’s Intervention Services . . . . . . . 10 Homelessness, Housing & Mental Health . . . . . . . . . 11-12 Stopping the Violence Services . . . . . . . . . . . . . . . . . . . 13 Services for Immigrants . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Youth and School-Based Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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.

CHAIR Tim Beachy


Options Community Services is strong and resilient in its commitment to inspire hope and belonging for all. This year has again demonstrated the organization’s capacity to respond to community needs in a concerted, focused and resourceful fashion. Options has developed new and extended programs and services in the most critical areas of social need. It has been my pleasure to be part of the team. The OCS Board and Management value and exemplify diversity, integrity, collaborative commitment, excellence and resourcefulness. These core values will sustain its good work in the years ahead. Community needs, loneliness and growing inequality present an urgent challenge to the organization. It is critical that the organization continues to serve with efficiency and optimal effectiveness. This is the last report I will write as Options Chair. I am grateful for my time as Chair and will continue to serve the Society as a Director. I am pleased that Kamaljit Lehal has accepted the role of Chair. She has served on the Board faithfully for many years and she brings a strong advocate voice for Options services, experience in leadership and commitment to Options’ values. I congratulate Christine Mohr and the Executive and Leadership Teams for bringing the expertise, values, and commitment which make Options the best it can be. Strategic challenges ahead include: • Keeping the public engaged and supportive in Options’ work. The commitment to a vibrant public presence remains critical. • Building on sustainable, collaborative programs and services success. Engaging in a wide range of partnerships must produce results that increase belonging for people. • Sustaining legacy programs for children and families needs to be combined with innovation and change. Shifting community needs requires leadership in every corner. • Developing more flexible and resilient technical and human infrastructure. This requires increased financial commitment. I have had the opportunity to chair theBoard of Directors for the last six years. It is a privilege to work with a great group of committed Board Directors, Committee Chairs and the Executive Staff.

2018/2019 has been a year of solidifying some of our more recent developments such as the operation of Ted Kuhn, our first full year of operation at Bill Reid Shelter & Transitional Housing while at the same time continuing to work on other ventures including our 81st Avenue and an assistedmental health facility for Surrey. We are particularly proud of the positive shifts that staff have been able to achieve at Ted Kuhn. Recognizing the dire need for affordable, safe, and inspiring housing, Options Board and Management has committed to a course of focused learning about housing needs and organizational capacity building so that we are better able to address this important need in our community. Our 81st development will be the first fruit of our commitment with both 100 homes as well as program space at this location. Other key work this year included preparing several major proposals in response to government tender calls. The tendering of services, especially the re-tendering of those that are well-established and valued, is always difficult in the social services sector where collaboration is an everyday necessity for the good of the communities served. Options is pleased to have been successful with our bid to continue providing WorkBC Employment Services in North Surrey as well as in Newton which is new to us. At the same time, we understand how difficult it has been for our colleagues who were not successful with their bids, especially for services that they have successfully provided for many years. Such is the case for Options with its proposal for Early Years Services in which we, along with our partners, were not the winning bid. We are very pleased with our successful bid to provide an array of mental health services in Delta. We are awaiting the outcome of several other proposals. We look forward to our 5th accreditation review in June 2019; I thank all staff for their ongoing attention to quality improvement and for their good work preparing for our peer review. I want to especially thank Tim Beachy, as he leaves his role as Board Chair after 6 years. His leadership has been truly inspiring and his passion and support, never ending. Thank you to our staff, volunteers, Board, donors and other supporters for your ongoing commitment to community and the work that we accomplish together!


Tim Beachy Chair Kamaljit Lehal Vice Chair Kevin Kilgour Treasurer Doug Neale Secretary

Directors Craig East Harry Gray

Louella Mathias Ken Holmberg Kiranvir S. Thiara Kirsty Davis Michael Kendler Shyanne Boudreau


Highlights The Society’s 2018-19 total revenue increased year-over-year by approximately $2.25 million, to $31.07 million. This represents an increase of approximately 7.81% over the previous year. The main source of growth was an increase in Provincial funding of $1.61 million, compared with the previous year.

Revenue for the Year Ending March 31, 2019 Provincial 73.2% Miscellaneous 1.1% Cost Recovery From Related Party 4.5% Sales and Fees 1.6% Client Rent Contributions and Rental 2.8% Donations 0.8% Other Funding Agencies 6.5% United Way 1.0% Municipal 0.5% Federal 7.9% Expenses for the Year Ending March 31, 2019 Wages and Benefits 65.3% Donations in Kind 0.5% Client Housing 5.5% Contracted Services 4.8% Interest 0.1% Fees Paid to Clients 5.5% Food Service and Supplies 1.0% Program Costs and Training 6.3% Office 3.5% Building Occupancy 7.6%

Highlights Total expenses, increased year-over- year by approximately $2.70million, to $30.66million. This represents an increase of approximately 9.66% over the previous year. The increase in revenues and expenses, produced a net decrease in operating surplus of approximately $450,000, or 52.57% under the comparable surplus amount in the previous period. Overall, OCS had a very good financial year and remains in excellent financial condition. The Society’s total excess of revenue over expenditures, for the year, amounted to approximately $406,000.


46,874 Calls to Fraser Health Crisis Line

Healthiest Babies Possible 628 vulnerable pregnant women

CCRR Lending Library 2,479 childcare providers Stopping the Violence 433 individuals served Mental Health/Housing 791 served Immigrant Settlement 982 group sessions Counselling Services 595 children/families Crisis Line Training 115 volunteers Employment Services 2,355 attended workshops Homeless Shelters/Outreach 880 people sheltered/ 2,052 served

22,030 Visits to Family Resource Programs

22,319 Childcare and subsidy referrals

More than

lives were touched 2018-2019 100,000

9,742 Employment Resource Room visits

4,555 Served by Immigrant Settlement


Our Programs We provide services across the lifespan from prenatal to seniors.

We provide services in one of the most diverse cities in the world. The diversity of our community takes many forms. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort. of diversity Statement

9 Communities 80+ Programs

590 Volunteers

Top 6 languages services are provided in (mainstream programs only):

463 Staff

Somali .45%

Other 2.7%

Our Partners We believe in the power of collaboration; working with individuals, businesses, community groups and government toward our vision of inspiring hope and belonging for all.

English 83.6%

Spanish .75%

49 Languages

Punjabi 7.8%

Hindi .6%

Arabic 4.1%

Options Community Services is accredited under the Council on Accreditation.


First Steps Provides a comprehensive range of Early Childhood Development services “Coming to this program saved my life. As a new parent, I was feeling alone and isolated. This program helped me get connected with programs and services that have been so” helpful to me and my family. ” Child Care Resource and Referral Educates and trains childcare providers and helps parents locate quality childcare. 98% Participants

Healthiest Babies Possible Provides prenatal and postnatal support, education and connection to vulnerable women to assist them in having healthy babies.

628 Women served 80% Babies born at full term 89% Initiated breastfeeding

Family Resource Programs Supporting families with young children in a safe, fun and child- focused environment. 20,867

for young refugee children and their caregivers. 97%

report being able to provide better quality childcare after receiving services 94 Training events held 32,771 People served by CCRR program

Report the program had a positive influence on their children 453 Families received support

Growing Together

Supports young moms striving to finish high school while raising healthy children. 26 parents and 29 children received support

People served 65%

Attend 12 or more times every month


86% Maintained employment for 6 months or more

“I received all the information I needed. I was provided with a lot of resources and options to develop my career. ”

1,852 Received 1 on 1 support

Workshops & Training Career assessments, employment plans, training support and apprenticeship programs

Connections to Employers & Community Job creation partnerships, wage subsidies, paid and unpaid work experience opportunities

97% Were satisfied with the services they received

9,742 Visits to the Resource Room

Services Offered

Whalley Employment Services Centre is committed to helping people succeed in their job search.

303 Workshops delivered

930 Secured employment

Specialized Services Customized services to persons with disabilities, physical and mental health barriers to employment

Staffed Resource Room Computers, internet, scanners, copiers, phones/faxes

2,355 Attended workshops


84% Experienced less crisis and disruption after 3 months

90% Using more resources in the community to meet family needs

Family Counselling Masters level therapists help families build healthy relationships, work through anxiety/depression, learn coping skills and resolve conflicts. Quick Response Program Short-term, intensive supports for families in immediate crisis and at risk of abusing or neglecting their children. Multicultural Family Preservation Program Multilingual therapeutic family preservation and reunification support program. Domestic Violence Intervention Program Therapeutic intervention services to perpetrators of domestic violence. Specialized Services to Children and Families Opportunities for children and youth with special needs to participate fully in the community, experience meaningful friendships and learn new skills. Family Strengthening and Development Supports the development of positive parenting knowledge, skills, behaviours and family dynamic.

“Working with Options staff was a life changing opportunity. Iam a better parent for my children because I came to Options. ”

91% Increased

95% Increased their communication skills

integration into the community

98% of families have been preserved or reunited

95% are using more child-centred approaches to their parenting

90% Clients/families report stabilization in 4 weeks

256 Family members served

100% Report an increased ability to problem solve


Hyland Newton and Cloverdale shelters and our homeless outreach team offer a continuum of services designed to break the cycle of homelessness.

Assisted Living

Housing Supports

23% Shelter occupants are women

190 Received rent supplements

3,027 Received services

100% Developed case plans

Advocate for and connect clients with appropriate services



Mobile outreach to people living on the streets

Emergency Shelter

Transitional 20 units

Mobile Outreach: Our team provides a wide range of supports. They address immediate needs, such as food, warm clothing and a place to stay, connect people with housing, income support and health services and link people to other services in the community.

Shelters: temporary accommodation and services to meet immediate needs for shelter, food and security, and connections to services such as healthcare and employment. Shelters are a gateway to stable housing and independence.

2 co-ed Emergency Shelters 55 beds total

“This is the first time I feel safe in 8 years Thanks for all that you guys do.”

100% Occupancy at Shelters

2,588 Turn-aways due to being full

880 Sheltered or housed


“ The clubhouse is a huge support in my life. Not only has the staff, my peers and the programming helped me make healthy use of my time, but I have learned an array of skills. I feel competent with leadership, self-respect, structure among other amazing things.”

100% Would recommend the Clubhouses to family or friends 505 Active members 99% Report being more connected and aware of their community 262 Individuals supported 46,874 Number of calls taken 83% Of callers indicate that their ability to cope has increased

Clubhouse Programs OCS’s Clubhouses are based on a psychosocial rehabilitation approach to wellness and provide a safe and supportive environment to adults living with a mental illness. All activities and services are designed to promote personal health and wellness while increasing independence and facilitating recovery.

Supported Community Living and Supported Independent Living SCL and SIL provide persons living with mental illness affordable, self-contained living units and/or a variety of support services in the communities of White Rock and Surrey.

Fraser Health Crisis Line FHCL provides a free 24 hour service, 365 days a year for people throughout the Fraser Health region. The Crisis Line supports callers throughout the province through the provision of 1-800-SUICIDE and the 310 Mental Health Support Line (310-6789) .


Transition Houses Offer a confidential, safe, temporary refuge for women and their children fleeing abuse. Support is provided to improve personal safety, achieve goals and find affordable, safe housing.

156 Women and their children received services

3,205 Turned away due to being full

98.5% Would recommend the transition homes to others

Prevention, Education, Advocacy Counselling & Empowerment PEACE For parents, children and youth between the ages of 3 and 18 who have been exposed to abuse and/or violence. Provides individual and group in-office and school-based counselling.

534 Counselling and support sessions

86% Guardians report that their children’s ability to name and express their feelings has improved.

“You are the only one who understood and helped me move forward without telling me what to do. I felt I was in control of my life. Thank you for giving me my dignity back.”

Threshold Multicultural Outreach Support for women who remain with their abusive partner, or are in the process of becoming independent.

350 Women served

100% Clients felt their cultural/ lifestyle needs were met


708 Language classes offered

190 Employment related sessions

98% Report they are developing social connections and feeling less isolated

100% Know more about community resources

“Thank you for the support I received from Options. I now feel at home in Canada.” Top 8 Top 8

Moving Ahead Program Wraparound outreach and case management support to vulnerable newcomers, especially government-sponsored refugees. Immigrant Settlement Program Information, orientation and referral services to assist newcomers to settle and integrate into their communities. Community Connections Program Language classes, youth support groups and volunteer opportunities; aims to create welcoming spaces/opportunities to foster engagement between newcomers and host communities. Newcomer Employment Support Program Pre-employment skills training, labour market information and career mentorship support to newcomer job seekers.

Countries of Origin China 13.8% Syria 13.1% India 11.0% Iraq 7.9% Somalia 7.7% Korea South 6.0% Philippines 5.6% Columbia 4.4%

Languages Services Provided In Arabic 19.9% Spanish 12.9% Mandarin 12.7% Punjabi 7.9% Somali 6.1% English 5.6% Korean 5.5% Tigrigna 4.8%


Youth Supported Independent Living Sexual Abuse Counselling “You have changed my life” Suicide Prevention Education + Counselling

STARR Services to Access Resources + Recreation

Youth Services

Out-of-school, group- based activities to help kids develop leadership and relationship skills.

Outreach, housing and support services to youth living with mental illness.

Risk assessment, crisis intervention and counselling to youth affected by, thinking about or having attempted suicide.

Pro-social activities that provide young people aged 15 to 18 with an opportunity to develop life skills and create positive peer connections. 259 Youth participated in recreation and life skills programming

SAC provides support to children and youth where sexual abuse has either been disclosed or is suspected. 155 Clients served 100% Children and youth

767 Children and youth accessed services 309 Camps/programs offered

100% Report increased skills to live independently

100% Report an increase in desire to live 792 Children/youth attended workshops

report increased ability to think clearly and make healthy decisions

“I wish camp never ended; it is the only place where I can be myself. ”


ACKNOWLEDGMENTS Options Community Services 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 .

MAIN OFFICE 9815–140 Street Surrey, British Columbia V3T 4M4 Tel: 604.584.5811 Fax: 604.584.7628 NEWTON OFFICE 13520–78 Avenue Surrey, British Columbia V3W 8J6 Tel: 604.596.4321 Fax: 604.572.7413

www .options.bc .ca

Funded by:

Financé par :

Immigration, Refugees and Citzenship Canada

Immigration, Réfugiés et Citoyenneté Canada

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