Annual Report (2019-20)

Options offers more than 80 community services, programs and groups. This brochure highlights many of them. Please visit our website ( or contact us at 604.596.4321 or 604.584.5811 for more information.

annual REPORT 2019 / 20

building community inspiring hope


- you’ll be glad you did !

We Need You

Every year, hundreds of people donate their time and skills to our 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: • Qualifications • Tasks • Responsibilities • How to apply Fraser Health Crisis Line

28,059 Hours contributed by volunteers

659 Volunteers

Thank you to our donors !

$673,416 Estimated value of volunteer service to OCS

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

One person can make a difference but together we make change

Dee Sharma , Deputy Executive Director of People & Culture Email:

To learn more about how you can make a difference:


Our guiding principles

Diversity Everyone has a voice. We are inclusive, respectful and fair.

Our Vision A healthy, caring community, where everyone thrives. Our Mission We inspire hope and belonging for all.

what makes us great !

Integrity We are accountable, honest and compassionate.

Collaboration We work collaboratively as partners and teams within the organization and broader community.

A Message from Options . . . 4 Financials . . . . . . . . . . . . 5 Who We Serve. . . . . . . . . . . 6 Our Community Our Commitment . . 7 Early Years. . . . . . . . . . . . . . . . 8 Employment . . . . . . . . . . . . . . . . . 9 Family & Children’s Intervention . . . . . . . . . 10 Homelessness, Housing & Mental Health . . . . . 11-12 Stopping the Violence . . . . . . . . . . . . . . . . . . . 13 Newcomers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Youth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Excellence We go above and beyond ordinary and strive towards the exceptional and extraordinary.

Resourcefulness We are creative, flexible and innovative.

CHAIR | Kamaljit Lehal The 2019/2020 AGM was held in a larger venue to accommodate Options members and its many supporters. It was quite an

EXECUTIVE DIRECTOR | Christine Mohr While 2018/19 was a year of solidifying some of our newer programs, 2019/20 has been about strengthening our internal capacity and preparing for what is to come. We achieved our 5th COA accreditation with accolades. The quality of our services, governance, and the commitment, passion and skill of our staff shone through, making our peer review a true pleasure.

Executive BOARD OF DIRECTORS Kamaljit Lehal Chair Louella Mathias Co-Vice Chair Shyanne Boudreau

impressive turn out for me to witness in my new role as Chair of Options. The 2020/2021 AGM will definitely be one we will all remember, one with the hallmarks of social distancing. In the fall of 2019 and into the new year the Board had the opportunity to work collaboratively with the CEO and E-Team in creating a new Strategic Plan for Options. The Board was happy to endorse the final product and is excited to learn that active steps have been undertaken to implement it. In March 2020, with the pandemic sweeping the world, a new way of life unfolded, one in which we were required to practice safe social distancing, wear masks, limit our “bubble” and only leave home for essential needs. These were circumstances that no one had anticipated, and the Board had to learn to adapt and did its bit by holding virtual Board meetings. I appreciate the flexibility and commitment that each Board member showed at both Board and Committee meetings. However, what the E-team and Options staff did during this time has been outstanding, they lived true to Options core values of ‘Building Community. Inspiring Hope.” Programs continued to be offered, some in a virtual capacity and others in person as part of essential services. The resilience of Options clearly shone through and the Board was proud of everyone’s part in this. The leadership and guidance of CEO, Christine Mohr, has been instrumental in navigating Options through these unprecedented times. Christine is known for her hard work and commitment to Options, but this past year revealed her tenacity in leading through the most extreme conditions. As the first female Chair on the Board I was beyond inspired by our CEO as was the Board. Thank you to all the volunteers and community donors who make the great work of Options possible.

The work continues on our OptionsHUB@81st development, which will include 100 units of affordable, safe, and inspiring housing as well as much- needed space for services. We anticipate shovels in the ground this fall. The expected completion date for our Mental Health Assisted Living residence is August 2020. This residential resource will provide homes and support for 48 individuals and is made possible through our partnership with BC Housing and the Fraser Health Authority. We proudly celebrated our first year of operations with a new WorkBC Employment Services model, operating three employment centres along with partners: Pacific Community Resources Society, Phoenix Drug & Alcohol Recovery & Education Society, Open Door Group, Sources Community Resources Society, Aboriginal Community Career Employment Services Society and the YMCA. This model is new to the Province, bringing its own challenges. In recognition of our continued growth, we added two new key senior positions to support services and staff. We welcomed Khim Tan to the position of Deputy Executive Director, Employment and Immigrant Services and Dee Sharma to the position of Deputy Executive Director, People & Culture. In the fall of 2019, we began the work of developing a new vision, mission and strategic plan through a highly collaborative process that included board, management, staff, as well as input from community stakeholders. That plan is available on our website. The COVID-19 pandemic struck at the end of our fiscal year. Options moved quickly to find means of safely providing essential services. We appreciate the efforts of all staff and of specific note, staff working in our shelters, transition houses, other residential settings, and the Fraser Health Crisis Line, so that the most vulnerable in our community were safe. We are blessed with a wise and committed Board of Directors and I extend a big thank you to them. I want to acknowledge Kamaljit Lehal especially, in her new role as Board Chair. Kamaljit is uniquely qualified for this role given her 24 years of service on the Board. I have truly appreciated the CEO/Board Chair relationship that we have forged. Thank you to our amazing staff, volunteers, community partners, donors and other supporters for your ongoing commitment to community and support for Options.

Co-Vice Chair Kevin Kilgour Treasurer Doug Neale Secretary


Amanda Bratch Anoop Khosla Craig East Karanvir Singh Thiara Ken Holmberg Kirsty Davis Michael Kendler Tim Beachy


Highlights The Society’s 2019-20 total

Revenue for the Year Ending March 31, 2020

6.4 %


revenue increased year-over-year by approximately $10.72 million, to $41.79 million. This represents an increase of approximately 34.49% over the previous year. The main source of growth was an increase in provincial funding related to Employment Services.

1.2 %


0.3 %

United Way

5 %

Other Funding Agencies

0.9 %


2.2 %

Client Rent Contributions/Rental

1.2 %

Sales and Fees

0.4 %

Cost Recovery From Related Party

0.8 %


78 %


Highlights Total expenses, increased year-over- year by approximately $9.35million, to $40.02million. This represents an increase of approximately 30.50% over the previous year. The increase in revenues and expenses, produced a net increase in operating surplus of approximately $1.37million, or 337% over the comparable surplus amount in the previous period. Overall, OCS had a good financial year and remains in sound financial condition. The Society’s total excess of revenue over expenditures, for the year, amounted to approximately $1.77million.

Expenses for the Year Ending March 31, 2020

7.3 %

Building Occupancy

0.3 %


5.8 %

Program Costs/Training

0.7 %

Food Service and Supplies

7.7 %

Fees Paid To Clients

0.1 %


10 %

Contracted Services

4.9 %

Client Housing

0.4 %

Donations In-Kind

60 %

Wages and Benefits


Healthiest Babies Possible 633 vulnerable pregnant women supported CCRR Lending Library 3,464 items borrowed Stopping the Violence 788 individuals served Mental Health/Housing 3,027 received services Moving Ahead Program 208 clients received wraparound support services Counselling Services 648 children/families Crisis Line 78 volunteers trained Employment Services 2,104 attended workshops Homeless Shelters/Outreach 1,018 people sheltered

More than

lives were touched 2019-2020 100,000

17,669 Visits to Family Resource Programs

50,880 Childcare and Subsidy Referrals

24,210 Employment Resource Room visits

47,887 Calls to Fraser Health Crisis Line

5,482 Served by Settlement and Integration Services


of diversity Statement

Our Partners We believe in the power of collaboration; we work with individuals, businesses, community groups and government toward our vision of a healthy, caring community, where everyone thrives.

Our Programs We provide services, South of the Fraser River, across the lifespan from prenatal to seniors.

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.

80+ Programs

Punjabi 10.2%

Arabic 2.7%

Mandarin .84%

English 81.6%

Chinese .59%

Spanish 1.6%

Other 2.47%

Top 7 languages services are provided in (mainstream programs only):

Options Community Services is accredited under the Council on Accreditation

57 Languages

531 Staff

659 Volunteers


“I have truly enjoyed our experience in this program and it has seen me through so many ups and downs in my parenting journey. I am so grateful .”

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

Child Care Resource and Referral Educates and trains childcare providers and helps parents locate quality childcare. 96% Participants

First Steps Provides a comprehensive range of Early Childhood Development services

633 Women served 75% Babies born at full term 94% Initiated breastfeeding

Family Resource Programs

for young refugee children and their caregivers. 94%

report being able to provide better quality childcare after receiving services 101 Training events held 1,016

Growing Together

Supports families with young children in a safe, fun and child-focused environment. 2,047 Families served 660 Drop in sessions

Report the program had a positive influence on their children 522 Families received support

Supports young moms striving to finish high school while raising healthy children. 36 Parents served 43 Children received support

Attendees at the annual “Children: the Heart of the Matter” Conference


Options operates WorkBC Employment Services Centres serving the communities of Whalley, Newton, Guildford and Fleetwood. Our WorkBC Centres are committed to helping people succeed in their job search. Services Offered

6,847 Received 1 on 1 support

99% Were satisfied with the services they received

24,210 Visits to the Resource Room

404 Workshops delivered

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

Specialized Services

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

Workshops & Training

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

Career assessments, employment plans, training support and apprenticeship programs

1,859 Secured employment

“With WorkBC’s support, I finally get to work for amazing employers and do what I love for a living! I am so happy! ”

2,105 Attended workshops


100% Experienced less crisis and

100% Using more resources in the community to meet family needs

Family Strengthening and Development

“Having a place like Options has given me a place to connect with other people and provided me an outlet. I don’t feel alone anymore .”

Supports the development of positive parenting knowledge, skills, behaviours and family dynamic.

95% Increased their life skills disruption after 3 months of service

Special Services to Children and Families

93% Increased their social skills

Family Counselling Masters level therapists help families build healthy relationships, work through anxiety/depression, learn coping skills and resolve conflicts. Sexual Abuse Counselling Provides support to children and youth where sexual abuse has either been disclosed or is suspected. Family Support Outreach One-to-one outreach program that focusses on parenting, child development and family communication. reunification support program. Domestic Violence Intervention Therapeutic intervention services to perpetrators of domestic violence. Multicultural Family Preservation Multilingual therapeutic family preservation and Provides opportunities for children and youth with special needs to participate fully in the community, experience meaningful friendships and learn new skills.

98% Of families have been preserved or reunited

14 Different languages served

75% Of clients are using more child- centred approaches to parenting

138 Unique clients served

82% Report learning new parenting skills

334 Family members served

173 Clients served


Hyland House, Bill Reid shelters and our homeless outreach team offer a continuum of services designed to break the cycle of homelessness.

Advocate for and connect clients with appropriate services



Mobile outreach to people living on the streets

Emergency Shelter 2 co-ed Emergency Shelters 57 beds

Transitional Housing 28 units

Housing Supports

Assisted Living

Mobile Outreach: Provides a wide range of supports; addresses 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.

“This place is ideal and is absolutely... what I needed ... ”

83 Age of oldest resident

949 Subsidies provided

6,101 Received services

100% Developed case plans

100% Occupancy at Shelters

1,018 Sheltered or housed

3,534 Turn-aways due to being full


“ I like being respected, understood and accepted the way I am as an individual, along with my illness.”

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

425 Active members

100% Would recommend the Clubhouses to family or friends

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 Surrey, White Rock and Delta.

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 also supports callers throughout the Province through the provision of 1-800-SUICIDE and the 310 Mental Health Support Line (310-6789) .

262 Individuals supported

100% Report improved health and wellness

47,887 Number of calls taken

83% Of callers report an increased ability to cope


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

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.

599 Counselling and support sessions

256 Individuals served

161 Women and their children received services

782 Turned away due to being full

99% Would recommend the transition homes to others

“Thank you for helping me find my voice. I have been treated with respect and kindness and not once did I ever feel that I was being judged.”

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

371 Women served

100% Clients felt their cultural/ lifestyle needs were met


662 Language classes offered

1,554 Migrant workers participated in 38 Information & Community events

90 Employment related sessions

100% Know more about community resources

Moving Ahead Wraparound outreach and case management support to vulnerable refugees. Settlement & Integration Information, orientation and referral services to settle and integrate newcomers. Community Connections Language classes, youth and senior groups, volunteer opportunities and initiatives that foster engagement between newcomers and host communities. Newcomers Employment Pre-employment skills training, labour market information and career mentorship

support to newcomer job seekers. BC Settlement and Integration

Top 8

Top 8

Countries of Origin India 16.5 % Syria 12.2 % China 11.2 % Somalia 9.0 % Iraq 6.3 % Colombia 5.1 % South Korea 4.9 % Philippines 4.3 %

Languages Services Provided In Arabic 17.0 % Spanish 11.7 % Punjabi 11.2 % Mandarin 9.7 % English 8.6 % Somali 7.8 % Hindi 4.8 % Korean 4.5 %

Specialized services for refugee claimants, temporary foreign workers, international students and naturalized citizens. Migrant Workers Project Resources and services to enable temporary foreign workers to exercise their rights and improve their experiences while working in Canada.


Services to Access Resources & Recreation Out-of-school group-based activities to help kids develop leadership and relationship skills.

Youth Supported Independent Living Outreach, housing and support services to youth living with mental illness.

Suicide Prevention Education & Counselling Risk assessment, crisis intervention and counselling to youth affected by, thinking about or having attempted suicide.

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

865 Children and youth served 88% of youth report an increase in their self-esteem

100% Reported feeling better equipped to live independently 13

329 Children/youth attended workshops 135 Youth received

524 Young people served 75%

Clients served

Of youth reported and improvement in their life skills

one-to-one counselling

“ Thank you for your services, they are so much needed and appreciated.”


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, BC V3T 4M4 Tel: 604.584.5811 Fax: 604.584.7628

Newton Office 13520–78 Avenue Surrey, BC V3W 8J6 Tel: 604.596.4321 Fax: 604.572.7413

Funded by:

Financé par :

www .options.bc .ca

Immigration, Refugees and Citzenship Canada

Immigration, Réfugiés et Citoyenneté Canada

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