PREPARED BY

STORIES OF
SUCCESSFUL
SETTLEMENT

Exploring Stories of
Successful Settlement from
a Settlement Workers
Perspective

Prepared for Archway Community Services
By: Darien Johnsen, January 2020
Supervised by:
Dr. Jeffrey Orr
& Dr. Linda Pardy
Cover Image: Canva, (2020)

Table of Contents
Summary ..............................................................................................

2-3

Report Rationale & Definitions ...........................................................

4-5

Introduction .........................................................................................

5-7

Purpose, Methodology & Scope ..........................................................

7-8

Diversity of settlement workers and a positive work environment
at Archway Community Services .......................................................... 9-25
Holistic Support for Clients .................................................................. 26-47

Community Building and Education ....................................................

48-53

1

Summary
Through interviews with settlement workers and newcomers, three
overarching themes were extracted, and divided into several sub-themes.
Beginning with the diversity of workers and the positive work environment in
the Multicultural and Immigration Integration Services division (MIIS), students
in LINC classes show they have thorough knowledge about not only Canada
and important, relevant topics to share with students, they also have
multicultural exposure and knowledge. They’re also familiar with common
struggles that newcomers face when settling into a new country, culture, and
institutional system.
Students reported that the instructors knowledge, commitment and
supportive attitude was helpful and admirable. To students, instructors
prioritized them over other obligations. Support workers, in their interviews,
stated that the diversity of their team strengthened the support they were
able to provide to clients, this included being able to provide multiple different
languages to clients. The attitudes of settlement workers showed to align with
Archway values and made them more committed and successful in their job,
as well as making it a more positive environment. Settlement workers enjoyed
helping others, were open to learning, curious, invested in their work, and had
good emotional coping skills.
The team at MIIS was supportive of each other, as well as received good
support from their manager and were made to feel appreciated by their
executive director. Open and healthy lines of communication and regular
workshops made problem-solving and personal growth successful. Holistic
support for clients was provided, meaning the services that Archway provided
was all-encompassing and could meet newcomers on multiple levels. LINC
instructors were mentioned as supportive, meeting newcomers needs on
emotional and personal levels, were able to increase newcomers confidence.
The LINC session were described as socio-lingustic, while newcomers learned
English, they also learned Canadian culture, were able to network with
Canadian citizens (the instructor) and other newcomers, learn about
indigenous culture and issues, and better navigate the Canadian institutional
system.
Settlement workers established ongoing and personal relationships with
clients, to the point that clients would call back down the road to ask for more
help or to update their settlement worker on successes in their life. This
personal relationship building took place because of the emotional nature of

2

the job of settlement; clients received emotional support through MIIS while
they received basic need support, such as getting a SIN, an MSP card,
registering for child tax credits, or accessing the transit and food bank
services, and other skills such as English language acquisition, and
education and employment upgrades.Each client received specialized
support from their settlement worker because of the fact that the worker
sat down with them and patiently got to know them. On a wider scale,
community building and education resulted through the work of MIIS.
Clients and students in LINC and JCI classes were able to network with each
other, build up their English language which helped them network with the
wider community. Several additional or unexpected outcomes were also
seen as a result of the work that settlement workers do. Multiple cultural
holidays were celebrated at Archway offices, which exposed all community
members who were coming into the building to different cultures and
resulted in community education. Settlement workers shared stories of how
their work spread over their friends and families in healthy ways, resulting in
them becoming more educated and tolerant.

3

Report Rationale
This report is divided into three key sections. Under each section is a
portion that focuses on responses from newcomers during the focus
group and following are portions divided into subheadings to further
explore the themes that newcomers present through settlement workers
responses. Newcomer responses are transcribed verbatim and alteration
was limited to ensure the true voice of the participants was maintained.
To maintain confidentiality, settlement workers are given numbers 1, 2, 3.
For LINC students, the term ‘student’ or ‘newcomer’ is used instead of
numbers, and Focus Group is used as a citation guide. The term ‘client’ is
used in both settlement worker sections and student sections to refer to
both students and newcomers of MIIS.
Definitions
This report uses a number of specific terms and abbreviations that may
be unfamiliar to the reader, and some common terms may have slightly
altered definitions. To clarify, the definitions following may be referred to
for the sake of convenience.
Successful settlement is here defined primarily as independence. If a client
is successfully settled, they no longer need guidance or assistance from
MIIS. They can navigate bureaucracy well enough to meet their own
needs without the support of a settlement worker; they can speak English
well enough to no longer require a interpreter, they know where to access
services in the community, they can meet their basic needs such as food,
shelter, medical, dental and educational services, they are employed and
able to financially sustain themselves, they are connected and integrated
into the community and feel that they have a support system around
them.
Newcomer refers to the clients that settlement workers assist and to the
students interviewed in LINC class. The term newcomer is used
intentionally to encompass immigrants, refugees/ refugee claimants,
permanent residents of Canada, individuals allowed to remain in Canada
and to whom Immigration, refugees, and Citizenship Canada intends to
grant permanent resident status, international students, temporary
foreign workers, provincial nominees, and naturalized Canadian citizens.
4

Settlement Worker is an employee under Archway Community Services
Multicultural and Immigration Integration Services department. These
workers serve in multiple different areas of settlement.
MIIS is the acronym used for Multicultural Immigration and Integration
Services, Archway Community Services division.
Archway will be used as a short hand for Archway Community Services.
JCI is the acronym used for the Job Connections for Immigrants
program.
SWIS is an acronym used for Settlement Workers in Schools.

(New to BC: The Library Link for Newcomers, 2018)

Introduction
Archway Community Services
(Archway) is a non-profit community
based social services agency located
in the city of Abbotsford, B.C.
Established in 1969 and formerly
known as Abbotsford Community
Services, Archway is an umbrella
agency that is the home of four
different client services divisions
who offer over 90 programs that
service the needs of vulnerable
populations, newcomers and
community members in Abbotsford,
Chilliwack, Mission, Langley, and
Chandigarh, India.The Multicultural
and Immigrant Integration Services
(MIIS) division includes The
Abbotsford Local Immigration
Partnership (ALIP), Access to English,
the Language Instructors for
Newcomers Class (LINC),
Community Connections
conversation circles, the Immigrant
Settlement program which includes

5

the Settlement Workers in Schools (SWIS) program, Employment
Programs for Newcomers mentoring program and Moving Ahead
program for vulnerable immigrants.
According to a 2018 immigration demographics report for Abbotsford
from New To BC: The Library Link for Newcomers, immigrants make up
26.7% of the population in Abbotsford and this number grew 12.6% from
2011 to 2016, receiving 5, 440 newcomers. The Abbotsford newcomer
population represents 76.2% of the total population of newcomers in the
Lower Mainland, making it a significant immigration spot for British
Columbia.
The job of a Settlement worker under the Multicultural and Immigration
Integration Services division consists of meeting with newcomers who
are referred to Archway Community Services and guiding them through
the settlement process in Abbotsford. Through the meetings, workers
help newcomers navigate a new environment and new country’s
institutional and cultural system. This includes things such as enrolling
children in school, finding employment, enrolling in English classes,
helping them navigate the transit system, showing them where they can
buy groceries or see a doctor and other basic tasks, as well as
emotionally and interpersonally supporting newcomers.
Archway Community Services has a vision, a mission and a 3-fold intent
that constitutes the attitude of the agency and guides the way workers
approach their job. Their vision is to provide “justice, opportunities and
equitable access for all;” their mission is to “foster community well-being
and social justice through positive action and leadership;” their 3-Fold
Intent includes to plan for and provide direct social and community
services, to heighten awareness of social concerns in the community and
foster community involvement, and create opportunities for community
members to participate in serving, developing and strengthening our
communities through partnership with government, private

6

organizations, and individuals” (Archway Community Services website,
2019). The Mission of the MIIS department is to “advocate for social
justice and offer programs and services that ensure access for
immigrants and marginalized groups to all aspects of community life.”
Purpose
The purpose of this research study was to collect and present qualitative
data, in the form of successful stories of newcomer settlement through
Archway Community Services, to compile into a reusable and multifarious
narrative report document to be submitted as supporting evidence with
funding proposals for the MIIS division.

Why Settlement Workers?
Settlement workers operate in a unique role as they act as navigators
between the federal and provincial government and newcomers.
Government organizations can be rigid and bureaucratic while newcomers
may find this challenging because they are often dealing with culture
shock, trauma, mental or physical issues, poverty, and lifestyle transitions
which can take an emotional toll on newcomers. The settlement worker
holds knowledge and relationships with both government and newcomers,
and can therefore offer a unique perspective as they operate in their role.

Methodology
The methodology used was based on the heuristic inquiry process
developed by Clark Moustakas (1994). The use of heuristic inquiry was
chosen to allow a genuine human experience to emerge through
interviews and was important to use because of its emphasis on
understanding the nature or essence of a phenomenon as it presents
itself, rather than an objective view of it(Moustakas, 1994). It does not seek
to understand parts of the experience, but the experience in its wholeness
as an emotional, personal and vivid recount of a given phenomenon.
(Moustakas, 1994). The experience of settling in a new country impacts
newcomers on multiple levels and it is therefore important to understand
their experience as a whole.
Initial passionate engagement and immersion was the first stage of
research, in which the phenomenon, in this case, newcomer settlement in

7

a new country, was explored and reflected on, allowing important
questions to arise. This included reading and researching through the
exploration of media and literature including journals, books, and listening
to and reading newcomer and newcomer settlement worker stories. The
aim of this stage was to think about how the question at hand could be
explored (Moustakas, 1990, as cited Bauman, 2018). This stage took place
between July and September of 2018.
Acquisition was the next stage and began in January 2019 and was
completed in February. This took the form of one-hour interview sessions
with three newcomer settlement workers at the Multicultural and
Immigration Integration division office. The interviews were immersive
listening sessions focused on uncovering the essence or experience of
assisting in the successful settlement of newcomers. In order to uncover
positive stories, an appreciative inquiry model was used as an interview
guide (Whitney et al., 2002). A focus group that consisted of 12 newcomers
enrolled in the Language Instruction for Newcomers Canada Class (LINC)
was conducted in 2019. This was a participatory session that included
positive research questions for newcomers and uncovered newcomers
experiences with support workers in action. Several key themes were
pulled from these interviews. This session complemented and expanded
on the experiences of settlement workers and added another dimension to
the research that focused on newcomer perspectives.

Scope
The scope of the project was limited to qualitative testimony and interviews
with only one program offered by MIIS, which was the Language
Instructors for Newcomers Class, or LINC class, and three settlement
workers. Only positive stories were collected.Data was collected from three
settlement workers using positively-framed questions in 45 minutes to one
hour session on January 30 and February 1, 2019, and from a focus group
with 12 students and one settlement worker in a Language Instruction for
Newcomers class also using positively-framed questions on June 3, 2019.
Subjects were chosen on the basis of availability and willingness to
participate.
8

1.

Diversity of settlement workers and a positive
work environment at Archway Community
Services

Focus Group responses
This section will explore themes of diversity of instructor knowledge and
background, instructor commitment to the class, and the positive and
productive work environment that is fostered in class. These themes
were then echoed in settlement worker responses explored in the
sections following. Newcomers in LINC spoke about the thorough
knowledge their instructor had regarding the newcomer settlement
process in Abbotsford, this included legislative knowledge, Canadian
history, including indigenous history, communication skills, and English
language learning skills. Some newcomers stated that they felt that their
LINC instructor was relatable because of their background; they had
multicultural knowledge and an understanding of common struggles
that newcomers face during the process of settling into a new
community, and a new country. Instructor knowledge and life experience
was seen as a factor that contributed to student success. One student
described their teacher as having “a really good background. She has a
multicultural background… she kind of knows how the immigrants will
face to settle in the new country” (Focus Group 1, personal
communication, 2019). This matters to the clients, for whom trusting the
staff of Archway is extremely important given the sensitive information,
high stakes, and major decisions involved in resettlement.
The instructor was seen as committed to preparing content for students,
having an encouraging attitude, and as performing careful and diligent
instruction during class. Because the instructor was dedicated, attentive
to students, and knowledgeable about helping newcomers settle into life
in Canada, students received course content that was tailored to them.
The instructor was described by a student as being “very different, she
knew what is very impact for us. When she chose about some article or
something, she’s always trying to relate for us. She always think[s] about
that one” (Focus Group 1, 2019).
9

In addition, a different newcomer in the
focus group agreed that the instructor
had “great knowledge and
background… [ and was] really well
"she knew what is very
prepared… she makes [students] be
impact for us. When she
diligent” (Focus Group 1, 2019). The
chose about some article
relationship between Archway
or something, she’s
employees and the newcomer clients
they serve is complex, requiring
always trying to relate
exceptional skill in teaching subject
for us. She always
matter, navigating bureaucracy, and
think[s] about that one”
understanding the needs of clients. It
(Focus Group 1, 2019).
also requires a level of professionalism
and distance. These elements will be
discussed at more length later in this
report, but the matter of how to
engage with students while ensuring that they meet the objectives that will
best serve their longer-term interests and needs, is clearly important, and
difficult. It is a skill that Archway employees have in abundance, and they
use it in the service of their clients, their organization, and their community.
One student stated that the instructor was the reason she stayed in the
class:

I stay in this class for two years and I can say, the reason I stay here so long
because of [the instructor]. I never seen anyone like her before, she’s so passion
for teaching. I want to stay here as long as possible! (Focus Group 1, 2019)
The instructor had knowledge and exposure to different cultures which
equipped her with the experience she needed to understand and empathize
with newcomers settling in Abbotsford. She was seen as having insight to the
problems they may face, and possible solutions to those problems. Students
described a trusting and respectful relationship with the instructor which in
turn resulted in a productive and supportive environment for students to
learn in.
Students reported that the instructors cared about their success and
prioritized them over other work or personal commitments. The instructor
put a significant amount of time into the course work and into helping
10

students not only learn English, but about Canadian society and history as
well. Students expressed admiration at how hard their professor prepares
for their class; one student stating:
I think about how she prepares for us, she is a very hard worker, always
diligent. I couldn’t believe — because she has a daughter as well, my children’s
ages. She needed to work at home. But when I am thinking of — when I came
in our class, I thought, how can she prepare everything? (Focus Group 1,
2019)
Students appreciate the amount of feedback and work the instructor puts
into giving them feedback, as it reflects the commitment and care she has
for her students.
Students expressed that they felt the instructor prioritized the class: “I
believe that we are first than her daughters.” [laughter] Instructor: “You are!
My daughter says that all the time!” (Focus Group 1, 2019) noted one
newcomer. Additionally, students shared that while the instructor was kind
and encouraging, she was still strict enough in class to keep students on
task and working hard. Students were encouraged to talk and share with
each other, but when the instructor was teaching, students had to focus
and work hard. One student explained that:
She really went prepared extra. She didn’t let us play, she really make us be
diligent. Any chatting each other, interpersonally, just, sometimes we need
sharing information with others, but we can’t because we have to do many
things. (Focus Group 1, 2019)
From a newcomer’s perspective, settlement workers were supportive of
student learning that extend beyond the classroom and contributed to
their integration into Canadian life. Instructors had a diverse background
and were knowledgeable about the things that were important to English
language learners.The instructor was respected as a strong, communityoriented leader who was a positive presence in students' lives. The
values they displayed in class were in alignment with Archway’s “ThreeFold Intent,” specifically point one that emphasizes “to plan for and

11

provide direct social and community services (Archway Community
Services website, 2019). The values and practices that make the LINC
instructor unique were also echoed in the settlement workers responses
to what makes Archway a unique organization. The settlement workers
who were interviewed spoke about the positive work environment and
of the diversity of the team working under the MIIS division.
Settlement Workers
a.) Diversity of team

Canva, (2020)

The linguistic and cultural
diversity of settlement workers
under MIIS is an important
characteristic of the agency.
Under MIIS there are 18
settlement workers who
collectively speak 23 different
languages. Settlement Worker 3
claimed that what makes Archway
different is that they have a “wide
variety of languages that [they]
can provide for
different communities”
(Settlement Worker 3, personal

communication, 2018).
Newcomers are likely to experience culture shock when they immigrate to
a new country and being able to communicate in the language they are
most familiar with can ease some of this shock. Settlement Worker 1
claimed that to ease the burden of culture shock, settlement workers “can
send [newcomers] to someone who speaks their language. Here we have
different languages. So when they talk to someone they can understand,
they can feel relaxed, and they can tell whatever they have” (Settlement
Worker 1, 2018). Offering assistance to newcomers in their first language
ensures that information transmission is fluid. Clients are able to
understand more clearly what services are available to them, share
difficulties, and express needs to their worker, as Settlement Worker 3
12

stated that because [settlement workers] have the language, it’s easy for
us to transmit [information] to clients” (Settlement Worker 3, 2018).

The three settlement workers who were interviewed were all fluent in
languages other than English, such as Punjabi, Arabic and Spanish, and
were all, at one point, newcomers themselves. When a newcomer
arrives, it is possible that they will need to learn English for the first time,
or improve their English. MIIS staff can refer a new client to the worker
who speaks their language, and from there, they can be placed in the
appropriate English classes. Newcomers are tested before being placed
in an English class to ensure that they are being met at their current level
of understanding of the English language. When workers fill out the
application for LINC, Settlement Worker 1 explained that they:
Have to do an assessment to see what level, because here we have level
zero up to eight. So those are beginners, they start with zero or level one
or two. So they have to do [an] assessment to see what level they are at...
So we do an assessment and then place them exactly where they can
benefit from. (Settlement Worker 1, 2018).
Archway provides orientations in
multiple languages which broadens the
client base of the agency by limiting
linguistic barriers to assistance.
Settlement workers each have a diverse
knowledge and skill set, and specialize
in different areas of immigration and
settlement. This strengthens the ability

"we do an assessment
and then place them
exactly where they
can benefit from"
(Settlement Worker
1, 2018).

of the organization to meet the differing needs of newcomers.
Settlement workers are confident that problems can be solved through
team efforts or referrals, and Settlement Worker 2 spoke of using each
other to navigate the a multitude of issues they may face:
I love what I do. Just recently I’m doing a survivor allowance form for a
lady and I’m not familiar with it. But because we have the team we have,
13

l have a lot of accessibility to people who have certain skills. So I know one
team member is good with refugees and claimants, another one is great
at seniors and form-filling, I’m employment. So we use each other to
maneuver through” (Settlement Worker 2, 2018).
Since Archway, and in particular MIIS, provides a number of different
services to newcomers, and prides itself as an organization that takes a
holistic approach to settlement, it is vital that they have workers who are
exceptionally knowledgeable about different areas of bureaucracy,
language learning, cultures, and age groups. By knowing the strengths
and skill sets of their team members, settlement workers direct clients to
the most appropriate person for their case. As one Settlement Worker 1
stated they “know the coworker that helps with the Syrian refugee… so
you know we are always there for each other… there’s a lot of support
that way” (Settlement Worker 1, 2018).
Offering multiple languages and having a diversely skilled team aligns
with Archway’s official vision of “justice, opportunities and equitable

"we are always there
for each other… there’s
a lot of support that
way” (Settlement
Worker 1, 2018).

access for all” since this diversity
reduces possible barriers that
newcomers may have when
attempting to access support. This sets
Archway Community Services apart
from other organizations. (Archway
Community Services website, 2019).

b.) Attitude and values of workers align with Archway
The personal values and intentions of settlement workers who are a part
of MIIS align with Archway’s mission to “foster community well-being and
social justice through positive action and leadership.” These values
extend beyond just bureaucratic values, or allegiance to the agency, but
reflect the moral and emotional investment that workers have in their
jobs. The three settlement workers that were interviewed began
volunteering with the agency before taking a paid position, showing both
their personal interest in settlement

14

work, and their desire to help newcomers successfully settle in
Abbotsford. Some respondents started off volunteering first, as
Settlement Worker 2 explained: “[I was] volunteering [at MIIS]… I got the
job and I never left… I love the agency, I love what we do, and I love what
I do. I love my job” (Settlement Worker 2, 2018).
The participants were all newcomers themselves at one point, which
helped them connect with newcomers struggles in an empathetic way.
Settlement workers understand clients’ struggles on a more personal
basis, which motivates settlement workers to remain consistently
dedicated to their work. The experience of being a newcomer stays with
the settlement worker as they navigate their role. What contributed to
settlement workers’ success at Archway, explained Settlement Worker 3,
is that “as an immigrant, it’s always going to be there with you. So when
you’re in this area, working with immigrants, you’re always going to
remember where you’re coming from” (Settlement Worker 3, 2018).
Settlement Worker 2 claimed that they “...can relate to the struggles
[newcomers] had, I was struggling to make connections [as a
newcomer]” (Settlement Worker 2, 2018). Settlement workers purpose
and interest in settlement work comes from a place of selflessness and
empathy. They recognize how emotionally and physically difficult it is to
settle in a new country and navigate a new cultural and legislative
system.
Settlement Worker 1 stated they “feel good when I help somebody, I feel
good that I have done
something to him or her…to
help somebody stand on their
own two feet… when you help
them settle you feel relaxed”
(Settlement Worker 1, 2018).
This reflects that the fact that
the personal characteristics of
the employees that Archway
hires aligns with their mission
“to [foster] community wellbeing

Canva, (2020)

15

and social justice through positive action and leadership" (Archway
Community Services, 2019). Settlement Worker 2 stated that they had
the right type of personality for the job: "I’m just the type of personality
that I’m just gonna go in, and I will - if there’s a challenge - I will go in and
do the best I can. And, I’m just good at what I do — I love learning, I love
people, I love listening to stories, I love helping” (Settlement Worker 2,
2018).
Having a helpful and empathetic personality is something that
contributes to the success of the agency. As well, settlement workers
have to be tolerant towards all their clients and be able to get along with
everyone. Settlement Worker 1 explained: “ I can go with anybody… I also
take things easy… what we are doing here is not for yourself. We are
doing it for our clients. I cannot take it personally” (Settlement Worker 1,
2018). Their selflessness and ability to work with anybody was prided as
an important characteristic to have.
Being a settlement worker involves frequent adaptation to changing
cultural and institutional systems. Workers acknowledged that they must
be willing to learn new technologies, have knowledge of how to navigate
government websites and documents, and be aware of legislative
updates, changing immigration statistics, and cultural norms. They must
adapt to clients differing behaviours, changes within the organization
such as cuts to funding or changes in funding, as well as changes in
programming. Settlement Worker 3 claimed to be “always supported, it’s
always open for us… and it’s just the curiosity as a worker, that you’re
always up to date with the information… it’s always a learning process”
(Settlement Worker 3, 2018). Settlement Worker 2 described their role as
an ongoing process of learning:
Being a settlement worker, it’s everyday learning — you have to learn
what’s been updated and you also have to learn what’s happening out
there so that you can properly educate your client. So for me it’s not a
challenge, it’s giving the best and correct information to my client and
having to ask if need be (Settlement Worker 2, 2018).

16

Though it may take time and effort to keep up to date with the changes
in technology, culture, and bureaucracy, settlement workers didn’t see it
as a difficulty, rather a way to improve the service they offer to their
clients.
The participants who were interviewed had worked at Archway
anywhere from nine to twenty years, reflecting their commitment to the
agency and to settlement work. Settlement Worker 2 described these
types of workers as ‘lifers’:
Very few people leave [Archway]. We are called ‘lifers’, we’re not going to
leave until we’re retired. But I find that very few people leave — for various
reasons I guess — but for me I know it’s because I love what I do, and I like
the way this agency works (Settlement Worker 2, 2018).
Workers explained that they see and
experience heartbreaking things, such as
hungry families, families with severely
I love what I do, and I
disabled children, and families that have
like the way this agency
been through intensely traumatic refugee
works (Settlement
situations. Therefore, it is vital that
Worker 2, 2018).
settlement workers at Archway have healthy
coping skills and are able to distance
themselves from their work enough that
they can maintain a healthy balance between caring for themselves and
helping their client. Selflessness and dedication was a common
characteristic among the participants. These characteristics are
important in settlement work because of the emotional labour that
comes with the job. Archway workers maintain a professional distance
while keeping and respecting the close relationships of trust that
develop between settlement workers and newcomers. They explained
that it is important to disengage, Settlement Worker 3 stated that“if I am
stressed about something, once I leave the office, I leave the office… I
disengage” (Settlement Worker 3, 2018).
Settlement workers positive attitudes and ability to cope with difficult
situation contributes to a healthy and productive work environment
which aligns with the mission of Archway to “foster community wellbeing

17

and social justice through positive action and leadership” (Archway
Community Services website, 2019). Settlement workers are positive
leaders for newcomers because they empathize with their struggles and
remain dedicated to helping them long-term. This makes settlement
workers at Archway unique. It is not a common thing for people to have
such a deep emotional investment in their jobs and be able to cope with
it. Not only does this contribute to the successful settlement of
newcomers, but also the long-term successful settlement of former
newcomers to Canada, since the workers themselves are exemplars of
successful settlement.
Settlement Worker 3 shared a story demonstrating the emotional nature
of their job, the process of learning, and their emotional investment in
their client:
...people have gone so far, dealing with a child that has high needs —
disabilities. So you know it’s a learning process. I had a client, and she’s
here in Canada, and when she came with a disabled child in a wheelchair
— when I met him he was already in a wheelchair — but a child. He was,
he never had the attention that he needed. This was an eight year old
child and he had the weight of a two year old, or a one year old. And it
was like, I don’t know how to explain, but that just touched me. Last week
when I saw him, he’s a totally different child. He’s healthy, physically —
well, not physically, because his disability is forever — but, now he has the
weight of a child his age or close to his age, at least. But he’s not the child
that two years ago, he was like a child that never had any attention, and
you see the difference (Settlement Worker 3, 2018).
Watching the child improve had profound impacts on this worker, she
was able to see a highly tangible positive impact she had on the family. It
also demonstrates the difficult situation that settlement workers are put
in, and their remarkable ability to cope with them. They don’t shy away
from difficult situations like this, rather, they work hard to help meet the
needs of the family, and give them the attention and care they need. Her
emphasis on the child lacking attention draws parallels to the amount of
attention that she was able to provide the family, and the amount of
attention that all settlement workers give to their clients. Helping this
family with their disabled and underweight child set the course for their

18

further integration into the community by meeting his basic needs, and
the family’s emotional need to see the child’s health improve. By meeting
these needs, the family was able to reach their goals, as Settlement
Worker 3 explains:
I used to see his mom before, it tore me to see how hard it could — how
hard it is for the mother, to be dealing with, you know, watching her son,
with no emotions or nothing. And then you see this family working two
years, and approaching their goals, and just to see the child, the way he is
now, is a big difference… and when I saw him I had tears in my eyes,
because honestly, I never expected to see him that way. So then, you know,
there is always hope. There is always something you learn that things can
change (Settlement Worker 3, 2018).
Canva, (2020)

c.) Encouraging and
productive work environment
Settlement workers reported
that MIIS had an encouraging
and supportive work
environment. They felt
comfortable sharing struggles
or uncertainties with their
coworkers and manager, and
they stated that this was
utilized as a way to solve
dilemmas as a team. It was
explained by Settlement

Worker 3 that they have “a good support with our manager, so that
helps… when something is going on, I just go talk to her… she’s listening
to you… she’s very supportive” (Settlement Worker 3, 2018). Settlement
workers feel supported by their boss and coworkers, both emotionally,
in that they are able to share struggles with coworkers without fearing
that they will be judged or condemned, and materially, in that they don’t
feel they will have problems accessing the information or resources they
need to support their clients due to their own limitations or lack of
knowledge.

19

Workers feel they are supported by their coworkers, and that they can
ask other settlement workers for advice if they need to. Settlement
Worker 1 stated that “[Archway] has a very good environment. If you are
new you can ask any worker, someone you don’t know you can get help
from them. They have teamwork, they work together…” (Settlement
Worker 1, 2018). There is mutual support between workers, they
cooperate and help each other solve dilemmas, which builds up the
strength of the MIIS team. Settlement workers rely on each other to
alleviate stress and work through difficulties together, noted by
Settlement Worker 2:
If it is stressful, if something is not going well for whatever reason, we — I
— have places to debrief within the team. And my manager is good... I
could go to her and go, OK, I’m kinda just frazzled at this point, and this is
the situation, and I can talk it out. And for me, I’m the type that, I’ll talk it
out and while I talk it out I figure out what I need to do. I just need to get it
out. And she’s great for listening and other team members, we do it all the
time (Settlement Worker 2, 2018).
The supervisor, in particular, was mentioned by Settlement Worker 1 as
a safe person to approach with difficulties:
When the supervisor is very nice, he or she is very nice, [they] say,
whatever you need ask me here, anything you don’t know, ask me. So, you
feel comfortable, you can share anything. So they allow you do to your
[work], then later on if you don’t know you can go to them and ask. So you
grow, you feel comfortable. You know you will be able to do something
(Settlement Worker 1, 2018).
Settlement workers reported feeling valued by their executive director
and that this positive leadership enhanced workers relationship with and
respect for the agency. Having a workplace that values an equitable and
collaborative environment for all workers, executives, and clients
facilitates employee loyalty and commitment. In response to a question
about what enhanced settlement worker success at Archway, Settlement
Worker 2 explained:
I think just being the agency it is. I love [our executive director], I love what
he stands for... I love the pathway he’s taken since he’s been on. And the

20

way he guides people through, and it doesn’t matter if you’re a director
or you’re a settlement worker, he’s got this unique ability to make you
feel like you’re needed and important. And I think if your leader can do
that, it’s gotta be good. So I do accredit a lot of how I love the agency
towards [him] (Settlement Worker 2, 2018).
The positive work environment, loyalty
and success of the workers at Archway
"he’s got this unique
is influenced by the attitude of the
ability to make you feel
executive director, resulting in
like you’re needed and
expressions of pride in their
important. And I think if
employment from settlement workers.
your leader can do that,
Clear lines of communication
it’s gotta be good"
strengthen collective problem-solving
skills and foster a team-oriented work
(Settlement Worker 2,
environment. Operating holistically is a
2018).
way to ensure stronger support for
clients by presenting a unified front,
but keeping a kind and helpful core.
This ensures that MIIS is able to help clients with diverse needs while
respecting client confidentiality. When asked about how settlement workers
solve challenges or difficult clients it was explained by Settlement Worker 2
that:
We have a lot of clients that access different programs, so when they shop
around within settlement, within the four or five or us, we ourselves talk, and
it’s like so and so came to see you? And I go oh, she came to see you too. So
we just have those discussions so we’re all on the same page. At the end of
the day, we don’t turn anyone away (Settlement Worker 2, 2018).
By working through challenging situations with clients together, they can
ensure that the client receives the assistance they need and preserves the
reputation of Archway by ensuring that all workers are made aware of
challenging situations, and work through it together.
Through growth avenues, such as team workshops and debriefing sessions,
settlement workers are able to grow both in their job position and on a
21

personal level. Settlement workers said that the organization helped
workers navigate these areas through workshops, inter-team
debriefings, and trainings. Workers are encouraged to grow through selfreflection and coworker feedback.
Archway wants to see its employees grow and provides workshops and
open lines of communication throughout the team in order to achieve
this. As a result, Settlement Worker 2 explained: “You grow a little
everyday. There’s constant learning… you also learn what your
personality is, and how you come across, and how certain people’s
personalities are.” Personal and professional growth is fostered by
providing a supportive work environment and manager. Settlement
Worker 2 explained that the agency ensures the success of settlement
workers:
[Archway] is very supportive… when I first started I was very assertive and
a lot of people thought that was aggressive. So I had to — talking to [our
manager], and I’ve known [our manager] all the years I’ve been here, she’s
very passive and calm and I’ll go in and I’m like, you know? And I used to
be very impulsive and I did take it personally. Years teach you not to. And
that’s the agency that’s done that, and the clients I’ve dealt with, and the
situations I’ve come up with. Ok, this is how I handled it last time, that’s
not gonna work, let’s try this. And the trainings we get, right?[sic] Like we
did, you do personality trainings, we do all sorts of team trainings
together. So that enhances your learning (Settlement Worker 2, 2018).
Workers are always encouraged to grow and “[Archway is] always open
to help you get training… socially you’re always learning, always growing”
Settlement Worker 3 (2018) explained. The agency prioritizes the
emotional and social strength of its employees because of the highly
interpersonal nature of settlement work.
Participants described their coworkers at MIIS like a family. Family here
would not necessarily mean the Western style, nuclear family with
hierarchical roles, but rather a more horizontal family, one which values
the fact that everyone has different strengths and weaknesses, is on an

22

equal level with one another, trust each other, and support each other.

It’s like a family… there’s
flexibility, there’s autonomy,
there’s ownership, there’s
responsibility for what you do…
there’s no micromanaging… that
autonomy is what makes me
want to work. It actually makes
me want to do more (Settlement
Worker 2, 2018).

This could be classified as a
working family, in which they
have personal feelings of
emotional connection to
each other and their clients
that doesn’t necessarily
constitute a commitment
outside of the work
environment. This limits the
emotional strain placed on
settlement workers.
Settlement Worker 2

described the working family as follows:
It’s like a family… there’s flexibility, there’s autonomy, there’s ownership,
there’s responsibility for what you do… there’s no micromanaging… that
autonomy is what makes me want to work. It actually makes me want to
do more… not restricted… it’s a family. We take care of each other, and it’s
a place you want to be (Settlement Worker 2, 2018).
This autonomy afforded to settlement workers makes them more
productive and satisfied in their role. Their boss isn’t seen as overbearing
or controlling over the work they are doing, which gives workers a sense
of independence and a motivation to do more than what is asked of
them.
Settlement workers are given the freedom and flexibility to plan extra
events such as birthday parties or holiday celebrations. This reflects the
fact that workers value each other and have caring personal
characteristics. They value being apart of a team and being able to build
relationships, and see that it contributes to a healthy work environment.
Settlement Worker 2 explained the importance of celebrating birthdays
and holidays of their coworkers:
23

But I think that because we are a family, we need to be there at a personal
level as well. And I don’t know if someone in my team’s family will
acknowledge birthdays, but I’m going to. But I think it’s important and it
enhances that relationship. Which then enhances your work environment
(Settlement Worker 2, 2018).
Acknowledging different cultural holidays in the Archway lobby and
coworker birthdays makes members of the MIIS team feel valued and
personally appreciated. Because of the level of interpersonal
relationships between settlement workers and clients, it is important to
ensure that the agency draws personal and professional boundaries
between workers and clients. This was explained by Settlement Worker
1, with the assertion that: “Some boundaries that we don’t have to
cross… Archway boundaries. I know I understand the suffering, I cannot
do nothing for them, but if I can help them in another way, later on help
themselves, will be better” (Settlement Worker 1, 2018).
This preserves workers’ emotional energy and in turn contributes to a
more productive work environment. Should workers over-exert
themselves emotionally, their work performance will diminish and they
won’t be able to put their best effort into the work they do. Even though
settlement workers may experience emotionally and ethically difficult
situations, it was made clear by Settlement Worker 1 that there are
ethical guidelines they must follow: “There are some rules and
regulations here in Archway. So even if I have something, I have twenty
dollars, I can’t give it to my client, so it’s not allowed” (Settlement Worker
1, 2018).
Having flexibility is important to workers. They are able to branch off and
explore other interests or professional development opportunities
without fearing job loss. It was stated by Settlement Worker 1:
“[Archway] is also very flexible… [I was] going to school and working
[here] part time” (Settlement Worker 1, 2018). Settlement Worker 2
explained this flexibility is important for maintaining their mental health:
“I’m lucky because, [our manager] will then let me take a seven month
leave to go run a project, which I’ve done in 2016, 2018. So that kind of
rejuvenates me” (Settlement Worker 2, 2018). Keeping workers happy,
feeling valued, and preserving healthy communication pathways is vital

24

to ensuring that they remain productive and committed to the agency.
This enables them to help newcomers tothe best of their ability.
Workers at MIIS are recognized as humans with needs, feelings, and
capabilities, not just as employees. Not only does Archway establish this
for their workers, but also for their clients by offering a holistic, allencompassing approach to settlement, and facilitating the environment
necessary to do so.

Bradford Today, (2020)

25

2. Holistic support for clients
Focus Group
This section explores how MIIS provides newcomers with holistic
settlement support and why this is vital for successful settlement.
Newcomers mentioned the holistic support that came from their
involvement with their LINC peers, instructors and that course content
enabled them to not just settle successfully in a new community, but also
to thrive. Students in the LINC class see their instructors as effective
because they encourage students, and understand the often difficult or
stressful situations they are in. Newcomers emotionally and personally
grow through the LINC classes due to the helpful nature of the instructor
who is seen as a caring and encouraging mentor to students. One
student expressed appreciation for the instructor’s understanding
demeanour:
I really appreciate her patience, because she really understands each of
us, what we are going to say, what is the difficulties we have, and she will
just encourage you by indirect way, to continue, just continue, really, don’t
give up. And she built most of my confidence — she’s listening to me, but
she really, I learn a lot in her class (Focus Group 1, 2019).
One student stated that they felt
they would be “...stereotype[d] if
you’re in Canada [and] cannot speak
English very well, you might be
lower the IQ or something ...I felt
more respectable [when I improved
my English]” (Focus Group 1, 2019).
By improving, they felt they became
more respectable, and had more
confidence in speaking with other
community members and meeting
new people. One newcomer

"she really understands each
of us... what is the difficulties
we have, and she will just
encourage you by indirect
way, to continue, just
continue, really, don’t give
up." (Focus Group 1, 2019)

explained that“[LINC] helped [me] become more confident” (Focus Group 1,
2019). The caring nature of the LINC instructor helps to improve
26

the confidence of LINC students and contributes to an improvement in
their emotional well-being and feelings of belonging and comfort during
the ongoing process of settlement.
Newcomers benefit by improving their communication skills in LINC
classes. LINC classes help newcomers improve their language both in
class, through communication with fellow students, and through
directed resources such as apps or reading books. A student explained
that the LINC class was not just helpful in class, but gave students the
knowledge and skills to improve independently, outside of class time:
“One of the most important things I learned in this class was to learn
many new ways to improve my English skills. Before I didn’t know. And
some new apps. And I form [a] habit to read everyday” (Focus Group 1,
2019).
Instructors come to class prepared and with material relevant to
Canadian society, culture, and politics. In this way, instructors help equip
newcomers with the knowledge to be able to socialize with Canadian
residents outside of class, as the information learned enables the
facilitation of conversation beyond basic communication. One student
compared their university English course experience with their LINC
experience:
First, before I joined this class, I only thought about... learning English, but
after joining this class I realize that is not only about the English, it’s about
the Canadian culture, understanding about the Canadian values, and how
to improve the Canadian society, and then what can I do for the
community? Even I have a good English, before I didn’t, but there are some
difference of understanding the cultures, because the Canadian has
different values. So it was like little bit of difference of thinking and living
style, but now I kind of learn that what is kind of mainstream of Canadian
culture, and it really helped me to enjoy my life in Canada, and I became
more confident with my attitude, and speaking, and communicating,
meeting new people. It’s really helpful for me to learn those skills, and it’s
really not possible, in, like, from university class, because it’s so unique
(Focus Group 1, 2019).

27

The structure of LINC is conducive to learning because students get a
chance to connect with each other and their instructor which pushes
them outside of their comfort zone in a safe and respectful environment.
Not only do they learn how to communicate in English, but because the
class is so diverse, students also learn intercultural communication
between each other. One student stated that it was the structure of the
class that facilitated improvements in their communication skills, and
explained:
The way we do the presentations and the role plays, it encourages us, it
improves my confidence, before this class I didn’t have the courage to
stand in front of the class, but now I know more of open up with the new
people (Focus Group 1, 2019).
Being confident enough to open up to more people in the community is
vital in successful settlement. By communicating to other members of
the community, newcomers build connections and are able to establish a
place for themselves. This leads to successful long-term settlement, as
newcomers can establish a supportive social base.Instructors put extra
effort in to helping students succeed and integrate into the community.
One thing that is important in successful settlement is establishing
employment opportunities. A student explained the LINC instructor
assisted them with their employment opportunities:

Canva, (2020)

One thing that I really appreciate
is [the instructor] wrote me a
reference to my job. It is not easy
to find a reference, a proper
person to give me a reference,
because I don’t know much
people in Canada so it was good
to join this class to expand my
relationship with other
Canadians and also my
classmates (Focus Group 1,
2019).
28

Building connections with Canadian residents, such as the instructor and
other newcomers, builds up clients relationship base which opens up job
opportunities and increases their chances of gaining employment
through personal and professional references.
Newcomers spoke of learning how to navigate and understand Canadian
institutions because of the emphasis placed on cultural learning that
happens during their language lessons. LINC students attest to also
learning how to navigate Canadian bureaucratic systems and
institutions, such as the banks, the school district, justice system. Along
with systemic learning, there is also historical learning that goes along
with this as students learn about the physical and human geography of
Canada, including the northern Canadian economy, Canadian
multiculturalism and Indigenous history. A newcomer explained that
their LINC instructor added to their knowledge of Canada:
... helped me to understand Canada. Like Aboriginal people, like charter,
and also Canada, a lot how it is. Just let me understand it, many things. I
can’t understand before. During the Olympics [that were in Vancouver]—
at that time I was in China — there were many Aboriginal totem poles at
the ceremony, I couldn’t understand that at the time, but now I
understand it (Focus Group 1, 2019).
Many Canadian schools and
government are placing
increasing importance on
learning and understanding
indigenous history and
culture; LINC is one step
ahead, and has already
integrated this into their
curriculum. This is
representative of the diverse
knowledge and care that LINC
Charlaine Robinson (2017)

instructors put into preparing content for the class that is important and
relevant for understanding and integrating students into life in Canada.
29

This is another way that LINC goes beyond just language learning. A
language has a history and culture behind it, by understanding the
language of a place, people can understand its culture. LINC students
understand this, one student stated that “LINC class is more sociolinguistic impact” (Focus Group 1, 2019). LINC classes foster an
understanding of Canadian society and institutions which creates
educated citizens.
If students have issues navigating these new systems, the class was a
place where they could seek out solutions and answers to their
questions from both the teacher and other students, which one student
explained as important because when newcomers first arrive they also
have to adjust to a different system along with the different culture:
[I] didn’t know the system... the bank, the system… Especially the school
district here is so different. If I have some problem, I ask the teacher and
she gives so many good solution. So I can pick, I can choose... the
solutions. It is very nice. Or sometimes we be sharing with each other, if I
have some problem (Focus Group 1, 2019).
Another student explained that understanding Canadian culture and
systems was “crucial for... life in Canada, accepting the Canadian culture,
which is what [LINC] really teaches us” (Focus Group 1, 2019). Through
LINC classes, students are able to“ understand [the] Canada justice
system, policing system,
multicultural, everything” (Focus
Group 1, 2019) and by improving
their English, they are able to better
"Many Canadian schools and
navigate these institutions on their
government are placing
own. Part of successful settlement
increasing importance on
is independence, which LINC helps
learning and understanding
students achieve.

One newcomer spoke about
Archway having a multitude of
services offered to clients to help

indigenous history and culture;
LINC is one step ahead, and
has already integrated this
into their curriculum"

30

them settle successfully, another student agreed in response to his
statement: “I think [Archway]... it’s very helpful for newcomers especially,
and I say, it’s like a mother! [agreement from class] They have a list of
services, whatever newcomer wants, they are a [inaudible as class
agrees]... Yeah, big dimension of services, you know, if I have a problem
it’s a window to [Archway] and there is a solution” (Focus Group 1, 2019).
Just as settlement workers feel supported by their coworkers when it
comes to solving a variety of issues, newcomers feel that Archway is able
to provide them that same holistic support.
In 1985, Canada implemented the federal Canadian Multiculturalism Act,
which is intended to preserve and enhance multiculturalism in Canada.
Part of this act includes a multiculturalism policy which includes that it is
the policy of the Government of Canada to “promote the full and
equitable participation of individuals and communities of all origins in
the continuing evolution and shaping of all aspects of Canadian society
and assist them in the elimination of any barrier to that participation”
(Canadian Multiculturalism Act, 1985). To ensure this, it is crucial for
newcomers to learn English and be able to navigate Canadian
institutions and systems in order to their basic “right to receive services
from the Government of Canada in either English or French” and to
protect their access to education, health care, jobs, housing, social
services, and pensions (Government of Canada website, 2019).

Settlement worker responses
a.) Ongoing supportive relationships with clients
Settlement workers stated that one of the most helpful things about
Archway, and what enables its success, is the holistic, all-encompassing
nature of its programs. The programs meet clients needs on multiple
levels - that is, physical, emotional, and bureaucratic. Settlement workers
become emotionally involved in clients lives and in a few cases, these
relationships develop beyond the time of settlement and connection to
the agency.

31

Settlement workers maintain contact and ongoing support with clients
until they are independent enough to no longer require guidance from
the settlement staff at MIIS. Settlement workers attested to watching
clients grow from the time of referral to the organization, to the time of
successful settlement. Settlement Worker 2 described a particularly
successful story of settlement that stood out to her:
But my favourite is a family that came in as a SWIS [Settlement Workers in
Schools] family. They got their PR [permanent residency], then five years
later they renewed it, and then they applied for citizenship, and they got it!
And that, to me is huge. I just saw the baby steps of them coming, going to
school, going to English classes, and they got it! (Settlement Worker 2,
personal communication, 2018).
The process of settlement can sometimes take years, and was described
by Settlement Worker 3 as “a long process, but with hard work, they
accomplish what they wanted” and by Settlement Worker 2 as follows:
“The moment is long, it’s not just one moment, it’s seeing them grow and
flourish… you know where they started” (Settlement Worker 2, 2018).
Settlement workers recognize the hard work that clients put into
integrating themselves into Canadian society and express pride and awe
in their clients. It is especially impressive to settlement workers to watch
clients grow and integrate because they witness the emotional strain
that newcomers experience when coming to Canada first hand.
Over time, newcomers establish themselves, one worker mentioned
watching families and individuals grow over the time they are connected
with MIIS: “Through the years, they became, they acquire enough skills
they are working,” Settlement Worker 3 (2018) explained. She also
witnessed family growth: “And then you see this family working 2 years,
approaching their goals” (Settlement Worker 3, 2018). Settlement
workers take a supportive role while newcomers do the difficult job of
transitioning into a new community.
Relationship building is a key part of the settlement workers job. These

32

relationships become so strong, that even when the clients no longer
need assistance from the agency, they do follow-up and update workers
on progress or exciting things in their lives. The long-term nature of the
work means that workers experience clients’ growth from first arrival to
independence and integration into Canadian society. Strong, positive
relationships are built between clients and settlement workers, as
Settlement Worker 2 described:
...on a settlement basis, it’s just having people come back to you, it’s [as]
simple as that. You’ve helped them, they’re on their way, but they'll
remember you a year or two later and think oh — I’ve gotta call [my
worker] and ask for help here. And they specifically ask for you, that’s like
wow, ok, this is good (Settlement Worker 2, 2018).

Google Images, (2020)

The work of
settlement is
ongoing and long
term, and it is clear
that the personal
relationships
between clients and
settlement workers
are positive enough
that newcomers feel
comfortable coming
back to MIIS to ask
for help when they
need it.

b.) Sharing the burden of settlement
Settlement workers perform emotional labour as a part of their job and
likewise, newcomers are on an emotional journey as they settle into a
new culture and country. Workers spoke of becoming emotionally
invested in their clients. They described celebrating with their clients and
going through the ups and downs of settlement and integration with
them. Settlement Worker 3 explained that “When [our clients] are up, we
are all happy and good, and when there is something down, then you are
all down” (Settlement Worker 3, 2018).

33

Settlement workers described newcomers coming to MIIS with not just
physical or basic needs to be met, such as food or shelter, but with
emotional needs as well. Clients could show up to their appointments
frustrated, upset, or unsure about how to solve their problems. At times,
they could be questioning if they want, or are able to stay in Canada due
to the stress they’re experiencing. The settlement workers do their best
to make them feel at home and help them through difficult situations.
Settlement workers encourage their client to open up and share their
needs so that the settlement worker can provide informal counselling
and advice. Settlement Worker 2 spoke of one experience in particular
where she was able to help successfully navigate through a client’s
emotional distress:
...and with the father. I helped him mostly trying to get work, and he was
very — he was ready to pick up and go. It was like, this was the wrong
move, I wanna pick up and go. Yet the wife and the children wanted to
stay. So it was trying to get him to maneuver and make progress. But he
would get very disheartened, and so he would come and talk to me, and
it’s like ok, now we’re here, look at what progress you’ve made in this time.
And my sort of, rule of thumb, is it takes five years, if not longer. But if in
five years, you’re feeling exactly as you’re feeling six months after you’ve
been here, then go back… (Settlement Worker 2, 2018).
This family, particularly the father, saw his settlement worker as
someone he could come to with his emotional struggles. Settlement
Worker 2 showed that she was familiar with this kind of struggle, and
knew what to say to him to encourage him to stay. In the end, she was
able to successfully help this man overcome his struggles and saw the
whole family succeed in the long term because of it:
So it was just guiding the family through. Like I said, she’s got a daycare,
he’s working, and you know we talked and said, so see, we did say it would
take time. He said "I’m glad that you told me not to go back so quickly,"
and they got their citizenship (Settlement Worker 2, 2018).
Settlement workers expect and prepare for their clients to be struggling
emotionally, and Archway has fostered an environment that makes
clients

34

feel as comfortable as possible when sharing those emotional struggles.
It was explained by Settlement Worker 1:
When you come to [Archway], you’re frustrated because you don’t know
what to do. But when you come here, you get to sit down with someone,
he or she will talk to you and let you feel at home. Just tell me what your
needs are and we will try our best… they feel like they got someone to help
them (Settlement Worker 1, 2018).

Google Images, (2020)

c. Follow- up and long term success
Settlement workers have a desire to help clients through emotionally
difficult times, and encourage clients to open up and share their
struggles. Emotional support is vital in settlement work, it is one part of
the holistic life of settlement that Archway helps clients build. This
support is essential for clients as it is important for them to feel that they
have someone to fall back on, or someone to help them if they need it.
By leaving their home country, newcomers are leaving their community
and support system behind. Part of settlement is rebuilding that
community. Even years down the road, when a newcomer has become
independent enough to navigate Canadian society on their own, the
impact that settlement workers make stays with clients, and the client
will often come back to visit, call, or even send Christmas cards and
birthday gifts. Settlement workers appreciate and value this relationship,
as described by Settlement Worker 3:
I enjoy and I celebrate with my clients. You know, I had clients, refugees —
they came as refugees - and it took a long time for their process to be

35

accepted. And then, they’ve been here working hard, learning, going to
school, going to university, and now they are Canadian citizens, and they
have a career, and they’re working, and they’re happy. And you know, I
just got a phone call the other day, two days ago. One of my clients called
me and said “‘Thank you! I just got my passport and I did this! I went
across the border, I went to a restaurant. I don’t like it! I feel better in here,
in Canada.” And I said good for you, why go across the border? I am very
much — I’m local, I’m very national. And she says yes, yes, me too. So I just
wanted to let you know, say thank you, happy new year, because you
helped me through all of this, and she said I wanted to — because she
called me for Christmas and I wasn’t around — and so she called me and
said, I want to come visit you because — I said you don’t have to get me
anything — No she says, I always like to come and leave me something. So
she leaves me a card, chocolate, or something. So I celebrate with them,
it’s not the chocolate, it’s not the card, it’s the fact that you see your clients
finally settled, and happy, and doing something. Because a career — she
works as a care aid assistant (Settlement Worker 3, 2018).
Settlement workers show emotional investment and ties to their clients.
They use trauma informed practices. Expanding on the claim that they
celebrate and mourn alongside their client, Settlement Worker 2
explained that their “heart just melts, and it’s like, it’s not me, it’s [the
client] that did this” (Settlement Worker 2, 2018). They recognize the hard
work their clients puts into settling and adjusting to life in a new country,
and feel pride when they succeed. This emotional connection comes
from a place of selflessness, since settlement workers have first-hand
experience with settling in a new country, and the emotional strain it can
put on an individual.
One program in particular, the Job Connections for Immigrants (JCI) was
highlighted as an example of meeting both the emotional and integrative
needs of newcomers. Through this program, newcomers are able to
improve not only their language, communication, and employment skills,
but are also able to network with other newcomers and get support
from both them and the instructor. Settlement Worker 2 explained that
it helped “them on a more personal, human basis of, they let you into
their lives and some of the struggles they’re having at home, their
families” (Settlement Worker 2, 2018). She prided the students in this
program on their “ability… to come and talk to us, allowing us in and

36

then being able to support that to whatever max we could” (Settlement
Worker 2, 2018). She felt deeply connected with the students involved in
that class and described it as surpassing personal and professional
projected expectations of student success. She stressed that it was
important to have ongoing funding for such a successful program:
... for JCI, we’re ran it twice. We super scored what they’ve asked for. Most
of our clients, we were in the 80-85% success rate… We superseded our
numbers. We’ve done it twice. We’ve proven it’s needed. I’ve got a waiting
list of people, but because of the criteria and the money factor, it’s not
ongoing. It should be ongoing, because we are placing people in jobs
(Settlement Worker 2, 2018).

"It should be ongoing,
because we are placing
people in jobs"
(Settlement Worker 2,
2018).

She shared one particularly successful
story that stood out to her from the JCI
program. The story reflects her use of
trauma informed practice and was an
example of a client experiencing noticeable
emotional growth:

There was one lady, she had a tough view
on life. Understandably, when you learned
her history — why. So, I think she was
afraid to let us in. It’s just, you know what,
you put your hand out there and then you leave it... You put yourself
out there and make them know that you’re there, and then you walk
away. If you do it consistently, eventually they turn, and will [take your
hand]. So it took a while, towards, even, to the practicum, but she did
turn around. She was very pessimistic about everything that we were
teaching and stuff. That can saturate into the group, and sort of
spread, right? But it was just talking… and like I said I had a great team
of people — and just sort of turning it to do a little self-reflection, and
little by little — and the group doing the same thing — you know
understanding who she is. We may not change her, but we can give her
a different outlook. We can give her a different option to look at… they
jelled with her and she did turn around… To me, that’s part of life, we
have people in our families like that right? So, I don’t think it’s very
difficult, you just have to be available (Settlement Worker 2, 2018).
37

The emotional support that the JCI program had contributes to the
holistic nature of the support services that ACS offers. It is one important
piece to successful settlement that is crucial enabling client success.
What was most helpful about the JCI program, as Settlement Worker 2
explained was how it met client needs on multiple levels:
They got English language, they got computer skills, they got life skills, and
it’s all workplace based, it’s all employment based. Just getting all of that
and being together with a group of people every day, Monday to Friday,
nine to four. Where you would come, and you networked with each other,
and you learned those components, and the goal was you needed to get a
four week practicum and then after that practicum, a job offer…
Obviously, the components in the classroom, then they got certification
from UFV, and also meeting them at a — that’s the educational basis —
but meeting them on a more personal, human basis of, they let you into
their lives, and some of the struggles they’re having at home, the struggles
their family’s having, because they’re new here, or they’ve been here a
while, and things aren’t working out. The ability of them to come and talk
to us, and allowing us in. And then us being able to support that to
whatever max we could. And also coming to class everyday was an outlet.
Right? So we met their emotional needs on that basis… just helping them
get there emotionally, whatever was going on. And then getting
employment at the end. You could physically see changes in these people,
of how they came in and then, wow, I’ve got a job. And they’re standing
tall, and yeah (Settlement Worker 2, 2018).
Settlement workers see clients as doing the hard work of settlement by
learning to emotionally cope and helping each other to do the same.
Settlement workers see themselves as playing a supportive role for
clients and are emotionally invested in their success.
c. ) Language learning services provided
Archway Community Services offers English language learning courses,
under LINC, tutoring through Access to English that are tailored to
accommodate different levels of English language learning. Archway also
provided two-way communication services between clients with low
English skills and government workers.

38

This is essentially a real-time translation service that’s utilized when
families need to communicate to an official, such as their child’s teacher
or a government worker. In this situation, the settlement worker attends
meetings with the newcomer and the official described by Settlement
Worker 2 as such: Sometimes we do two-way communication between
teachers and parents. So when there is something, I have to be there to
attend the meeting, the parents don’t speak English. So, that is called,
‘two- way communication” (Settlement Worker 2, 2018). By providing this
service, newcomers don’t have to worry about not being able to access
important information or communicate needs or issues to others.
MIIS provides LINC from level one to level eight of the Canadian
Language Benchmark (CLB). Newcomers are assessed before placed into
an English class that will best match their level of English. This ensures
that newcomers are not thrown into a class that is not beneficial to
them, and saves time, stress, and money. Having a sufficient level of
English is required to obtain citizenship in Canada. Settlement Worker 1
described the importance of helping newcomers learn English:
What I’ve found helpful for them, when they came, and some of them
don’t speak English, they never went to school in their home countries. But
when they came, ACS helped them to settle in the community and enrolled
them in LINC classes. And even, another success is, they did English classes
from level one up to level four. Here if you want to apply for citizenship,
you have to have level four, that is another rule. If it’s not level four you
cannot apply for citizenship (Settlement Worker 1, 2018).
The LINC program carefully places newcomers into a class that will meet
their current level of English. Settlement Worker 1 explained the
process:
[We] fill out the application for the LINC, and we have to do an assessment
to see what level, ‘cause here we have level zero up to eight. So those are
beginners, they start with zero or level one or two so they have to do
assessment to see what level they are at (Settlement Worker 1, 2018).
This ensures that the class that newcomers are placed in will be of
benefit to them. As seen in the focus group responses, having a

39

sufficient level of English is important for not only communication, but
also for understanding Canadian culture and integrating into Canadian
society. Acquiring language is one of the most important pieces of
settlement, and is vital in the process of clients becoming independent
and able to navigate Canadian institutions on their own.
d.) Navigating bureaucracy/ institutions
Settlement workers guide newcomers through bureaucratic institutions
that are vital for meeting basic needs and legal requirements when first
entering Canadian society such as obtaining citizenship or permanent
residency status. Settlement Worker 2 explained that helping newcomers
navigate this is a major part of their job: “So those are needs based on
first arrival as to form filling that needs to be done for medical, for MSP,
for applying for SIN Number, child tax benefit forms, those kinds of
forms are done” (Settlement Worker 2, 2018). Settlement workers guide
newcomers through Archway's programs, or refer them to other
institutions that can meet their basic needs, explained by Settlement
Worker 1: “So those who don’t have basic needs, we refer them to the
food bank… also give them a bus ticket” (Settlement Worker 1, 2018).
Archway also provides a food bank for the community, among other
programs that newcomers can access within the agency.
Settlement Worker 2 stated that navigating these complex bureaucratic
institutions and processes is one of the biggest barriers or challenges for
newcomers:
Just trying to maneuver yourself through the [Canadian] system [is a
barrier]. That’s one of the things that I really like about us, we’re able to
give them more of a holistic picture, and avenues, and give them those
resources. Then saying ok, we’ve done these pieces, now you’ve gotta go
here, now you gotta go there, and you gotta go there, right? There’s a few
places they have to go by themselves, but we plan it. I personally, as a
worker, I plan it out for them. So, these are your steps this is what you
gotta do, right? But know that I’m your backup if you need any assistance
(Settlement Worker 2, 2018).
By having a settlement worker guide them through legal processes,

40

newcomers have a clearer picture of what forms need to be completed
so that they can meet basic needs such as obtaining medical coverage,
enrolling children in school, applying for residency, and obtaining social
insurance numbers for employment. The settlement worker doesn’t do
everything for the newcomer, rather they teach them how these things
can get done and where to do them so clients learn for themselves how
to access these services in the future. Settlement Worker 1 explained:
We give them all the information that will benefit... them. This is what you
can do, this is where you can go… we show them one by one until they
know the area or the community, we show them all the resources within
the community that they can access (Settlement Worker 1, 2018).

Canva, (2020)

By providing information, rather than performing tasks for clients,
settlement workers help bring newcomers one step closer to
independence. Settlement workers attested to showing newcomers
around social institutions such as the transit system, grocery stores,
shopping centers, banks, school systems, and other community
resources. Basic needs for a newcomer consist of these two primary
aspects: navigating both governmental institutions and social
institutions, as explained by Settlement Worker 1:
41

When they come, [and are] very new, they don’t know where the shopping
centers are, grocery stores, where to take the bus. So we show them where
to do those. They have to do some documents, like social insurance
number, BC services, we apply for child tax benefits, bank account, school
district, bus routes… we show them all the resources they can access
(Settlement Worker 1, 2018).
Each participant explained that the first thing they provide for
newcomers is assistance in meeting their basic needs.

e.) Securing Employment/ Employment training and Upgrading
Education
Settlement workers spoke of helping newcomers grow in their
employment paths by directing them to routes where they could
upgrade their education, including completing high school, learning
English, upgrading their educational credentials, and beginning
education, whether post-secondary or otherwise, with the goal of
helping newcomers become financially independant. Successful stories
include newcomers opening their own businesses and obtaining steady
employment.
Settlement Worker 2 spoke of a former
client who became a worker at Archway
Community Services: “She was one of my
settlement clients and now she’s working
for the agency” (Settlement Worker 2,
2018). Settlement Worker 1 shared a few
particularly positive and successful
experiences he’s had with clients:

“She was one of my
settlement clients and
now she’s working for
the agency” (Settlement
Worker 2, 2018).

There are some clients, I can say three to five clients, before, they started
from scratch, they started LINC classes here at [Archway and] we’ve been
helping them go through until they sign up for home-care [jobs]. Some, I
think two of them, they went to Sprott Shaw for a year. They finished their
diploma… others to Langley, to do home care [jobs] as well. I can say both
of them now are working at a facility, some in Abbotsford, one in Langley.
So we help them to get out from

42

the welfare, they were on welfare. But now they are independent, they are
making their own money. So now they are free, but before they- there
were some who were living in BC Housing. Here, they have to fill out the
form [for welfare], they have to know, how much are you making this year,
if your income increased, decreased... they have to do a job search every
month, I think it’s like fifty or a hundred places that you visit, you drop
your resumes. But that time, we helped them to get out of that, they’re
independent (Settlement Worker 1, 2018).
Getting off of welfare and financially supporting themselves was spoken
of by settlement workers as a major success and main factor in
successful settlement. Being able to gain and maintain employment is a
result of the culmination of all the services that MIIS offers to clients. In
order to gain employment, newcomers need to improve their English
skills, navigate institutions to become a legal workers, and be able to
cope with emotional difficulties. This required guidance from an ongoing
relationship with a settlement worker.
The JCI program was brought up as a highly successful program for
helping clients not only gain employment, but grow in emotional and
personal areas as well, specifically because it is such an all-encompassing
program that meets clients on an emotional and material level. JCI is a
direct funnel into jobs and independence. Settlement Worker 2 spoke
especially highly of this program:
They get classroom training [in the Job Connections for Immigrants
programs], certifications, they go on to a practicum, and then job
searches… they’re employed at the end of the contract, you know they’ve
got jobs which they never would have had, had they not put the effort in
(Settlement Worker 2, 2018).
JCI walks newcomers through the process of employment training,
practicum, and finally, employment, but settlement workers recognize
that the hardest work comes from the newcomers.
Settlement workers assist clients to ensure that they can continue in
their current occupation when they start working in Canada. This could
involve upgrading credentials to be equivalent to Canadian standards.

43

Settlement Worker 1 described this process:
There are those who have degrees in their home countries and they want
to transition in because it might be different from Canada. They might
come with a degree as a social worker, it might not be the same as here.
So I have to see, what do you have to upgrade, to be equivalent to
Canadian. So there are programs that can do that, can let them transition
into their program and become a social worker. So they have to sit with
someone to advise them what courses they have to take so that program
will be equivalent to Canadian (Settlement Worker 1, 2018).
Settlement Worker 2 also attested to helping clients upgrade their
credentials:
The mom needed to know what her credentials were worth here in
Canada. Going through that process and then giving them avenues of
learning where they can look at, see what avenues they wanna take and
whether they qualify for those programs or schooling (Settlement Worker
2, 2018).

"They might come with a
degree as a social worker, it
might not be the same as
here. So I have to see, what
do you have to upgrade, to
be equivalent to Canadian"
(Settlement Worker 1, 2018).

Helping newcomers stay in their
chosen and earned occupation
upon arrival can ensure that they
are happy and satisfied in their
employment, which leads to an
overall general sense of well-being.
This contributes to successful
settlement in that it goes beyond
independence, but contributes to a
thriving newcomer population.

Emotional stress can lead to physical and mental health problems, and
can make it harder for newcomers to settle in a new country. Making
sure that newcomers are satisfied in employment leads to long-term
successful settlement since it can contribute to their emotional wellbeing.
Newcomers work to get their current credentials accepted, but also work
44

to upgrade their education when they arrive. One story was shared by
Settlement Worker 1 where a newcomer “went on to Sprott Shaw for a
year… [and] finished their diploma.” Settlement Worker 3 shared a story
of a family who “came as refugees… they were with low education. Like
they had never been to school at all, and then, as they’re working
through they started learning how to read and write, and they’ve been
integrated” (Settlement Worker 1, 2018). By upgrading their education,
learning English, and gaining satisfactory employment, newcomers work
to become successfully integrated and settled, while also contributing to
improvements in their own personal happiness. A happy population,
newcomer or not, can lead to a more positive and productive
community, and the settlement workers at MIIS are aware of this.

f.) Diversity of services are tailored to help specific clients
Settlement workers attested to the importance and practice of sitting
down with clients and getting to know them, their stories, and their
needs in order to guide them in a way that will help them best meet their
needs; known as a needs assessment. Settlement Worker 3 noted twice
in her interview about clients coming with new and different needs: “So
when they come, they come with different issues, [it’s our job] to guide
them and support them. [We help them] access… the services available
to them” (Settlement Worker 3, 2018). She explained:
You deal with a variety of issues. Yes — new immigrants, that is one thing,
but this new immigrant comes with different issues. We could be dealing
with some family problems, their family dynamics, we could be dealing
with substance abuse issues, so many different things, kids with
disabilities, you know, that is like — working with families with disabilities
is another area too, and you learn a lot from that too, you learn a lot
(Settlement Worker 3, 2018).
Settlement workers assist newcomers from around the world who come
out of various different situations and backgrounds. It is important to
learn the stories of each client so settlement workers can offer tailored
help. As Settlement Worker 2 explained: “If I know the picture of the
family I’m helping, it really does help us to [know] which way things may

45

need to go” (Settlement Worker 2, 2018). By understanding the individual
client’s needs, settlement workers can efficiently direct newcomers to
the best place for help. Having a multitude of services available within
the MIIS allows for ease of access and ongoing support from the same
settlement worker, explained by Settlement Worker 1: “ [We have a] lot
of different services they can access within. So I can transfer
[newcomers] to a different program within Archway” (Settlement Worker
1, 2018). It is important for MIIS to be able to meet newcomers needs on
an emotional, social, cultural, linguistic, educational, and employment
level
Individual plans are laid out for clients and workers follow through with
the clients as they go through the steps of settlement. Settlement
Worker 2 explained:
That’s one of the things that I really like about us, we’re able to give them
more of a holistic picture, and avenues, and give them those resources.
Then saying ok, we’ve done these pieces, now you’ve gotta go here, now
you gotta go there, and you gotta go there, right? There’s a few places they
have to go by themselves, but we plan it. I personally, as a worker, I plan it
out for them. So, these are your steps this is what you gotta do, right? But,
know that I’m your backup if you need any assistance (Settlement
Worker 2, 2018).
Settlement workers guide newcomers in the right direction through
intra-agency referrals or, if it’s not available within the agency, through
external referrals, as Settlement Worker 2 explained:

Canva, (2020)

“We’re all connected, we do a lot of
referrals we get a lot of referrals… if
we don’t have it, we’ll find someone
who does” (Settlement Worker 2,
2018). She stated that “We’ll never
let someone walk away without an
answer or avenue for them to get it
if we don’t have it” (Settlement
Worker 2, 2018). Settlement workers
at MIIS do everything in their power
to ensure that newcomers needs

46

are met and that they feel supported. Settlement Worker 1 stated that
this was something that fostered a desire to work for the agency:“We
have many programs [which drew me to working for Archway]”
(Settlement Worker 1, 2018). This also establishes pride from workers for
the agency, explained Settlement Worker 2: “It’s not work. I like what the
agency stands for, I like what we do with people and the realm of service
that we have, that we can refer to” (Settlement Worker 2, 2018). This
multitude of services makes Archway a unique organization that is able
to bring out the strength in their clients to successfully transition into life
in a new culture, stated by Settlement Worker 3: “It’s the willingness of
people to learn and settle. It’s a combination of everything… it’s giving
them the tools to learn the language, to continue study, use their own
skills… I would not say it’s just one thing” (Settlement Worker 3, 2018).
The supportive and holistic environment enables newcomers to use the
knowledge and skills they already have to integrate themselves into a
new community and establish a new life.

“It’s the willingness of people to
learn and settle. It’s a
combination of everything… it’s
giving them the tools to learn the
language, to continue study, use
their own skills… I would not say
it’s just one thing” (Settlement
Worker 3, 2018).

47

3. Community Building and Education
Focus Group
Some newcomers explained that LINC classes helped them to make
social connections, understand each other, share struggles and
solutions, and obtain multicultural communication skills. Newcomers
extend these social skills to the rest of the community because they are
more equipped to socialize and make connections with other Canadian
residents. One LINC student explained:
I feel comfortable [in the second year of LINC]. I met many friends in this
class who have same situation as me. So they are all immigrants. Then we
would exchange information, we learn from us. We learn English and
many information in Canada, many services in Canada. So when I met my
Canadian citizen friends, I feel my learning- [I had] more information
[than] them, I inform them about Canada (Focus Group 1, personal
communication, 2019).
By improving communication skills, newcomers obtain a better
understanding of Canadian culture, which helps them become more
involved in their communities and more immersed life in Canada, as
another student explained: “[LINC] really helped me to involve into the
Canadian mainstream” (Focus Group 1, 2019). Overcoming these cultural
barriers can make newcomers feel more like they belong in Canada,
which increases their emotional wellbeing and eases feelings of culture
shock.
Settlement Worker responses
a. Newcomers build community through Archway programs
LINC was championed by newcomers as a program that facilitated
connections between newcomers, and settlement workers spoke of
other programs that built community connections. The JCI Program is a
program that helps build strong relationships between newcomers, and
with settlement workers. It not only helps newcomers obtain job skills,
but also allows newcomers to connect with each other, share their

48

struggles, and network. Settlement Worker 2 explained:
[Newcomers] networked, and they made a group so they had that support.
And talking to each other at break time and at coffee time [sic]. Oh, really?
That’s going on? Well I’m going through that too. Right? And a lot of it- you
find some of the issues that happen are common amongst most
immigrant groups. And, so it was- it’s met on those two levels. And then
once they got all that and they went on to their four week practicum…
Being in that environment, and having the support of that program, and
then ultimately, job offers. And so, we met their needs, the program met
their needs, we as staff met their needs. I had an incredible group of
people (Settlement Worker 2, personal communication, 2018).
She explained that the JCI program was meant to be a social
environment: “where you come and you network with each other”
(Settlement Worker 2, 2018). Having a social support system is important
for successful settlement. It helps newcomers feel less alone in their
struggles, provides avenues for problem solving, and improves mental
well-being.
The newcomers are also given opportunities to connect to established
community members through their Community Connections program.
This program includes weekly meeting sessions and events, including a
book club, conversation circles, citizenship preparation classes,
educational sessions, social activities such as drop-in knitting and soccer,
and one-to-one pairing with a community volunteer. According to the
Archway website, “Connections volunteers will help with newcomers’
priorities such as learning about Canada and the Abbotsford community,
developing new social networks, obtaining services, and practicing
English” (Archway Community Services website, 2019). Community
education is an important component of all the sessions under the
Community Connections program as it helps newcomers learn about life
in Canada, and about the community of Abbotsford. Settlement Worker
1 mentioned community education as a way that newcomers have been
able to solve personal problems:
Some clients, they take your information and they use it, later on you see,
even for example, sometimes when a wife calls a cop on her husband, and
49

he’s been removed from house… when you give them some information…
you let them come to community education here in [Archway]… then later
on they will relay that what I was doing was wrong, I was not supposed to
do this to my husband or my wife. Then, later on they change their mind
and they go home together. So that one is also a success. Instead of being
separated now, they come together (Settlement Worker 1, 2018).
Newcomers are provided with avenues to learn more about their
communities and social norms in Canada through this program. This in
turn improves their personal relationships which can extend to the
community and into other relationships that newcomers form. The
Canadian Multiculturalism Policy also states the Government of Canada
should “promote the understanding and creativity that arise from the
interaction between individuals and communities of different origins”
(Canadian Multiculturalism Act, 1985). By building bridges between the
established community of Abbotsford and newcomers to Abbotsford,
ACS helps to facilitate these interactions, and meets the requirements of
this Act.
Part of settlement is learning new cultural norms. Archway is a strong
unified agency where newcomers can learn from the presence of
settlement workers in their lives. Settlement Worker 1 shared another
story of cultural learning:
Sometimes culture is
different, and also religion,
so when they came, things
were a little bit different
here… a few of them were
resistant… at Archway, I can
say three quarters of
[settlement workers] are
women… when they got
some allies, say here, this is
the culture of this country.
All people are equal… they
Canva, (2020)
come to understand [that
women and men are equal], and now that mentality is gone (Settlement
Worker 1, 2018).

50

Canada prides itself internationally as a champion of human rights and
an exemplar of equality. Archway represents this through the employees
that they hire, and in turn, is transmitted and reflected in its clients. The
individuals that come to Archway, whether as employees or clients, grow
and become better community members by learning about diverse
community members, their cultures, and norms. Positive and
contributive community members are shaped at Archway.
b.) Building community, building tolerance
Community building is not only important for helping newcomers build
connections with each other, but also for the wider community to build
connections with newcomers and with Archway as an agency. Settlement
Worker 2 spoke of the importance of celebrating different cultural
holidays and making them visible in the office as a way to educate the
wider community. The whole organization of Archway has learned
through the MIIS team through these celebrations, as well. This falls into
alignment with Archway’s third goal in their three-fold intent which is “To
create opportunities for community members to participate in serving,
developing and strengthening our communities through partnership
with government, private organizations and individuals” (Archway
Community Services website, 2019). Settlement Worker 2 explained: “So
there’s this social aspect [of celebrating holidays and birthdays] which is
so important not only for clients… because they get exposure to what
[the holiday] is… so just educating” (Settlement Worker 2, 2018).
Educating the community is important in fostering tolerance and
acceptance of diversity. This leads to a safer settlement environment and
maintains the peace within an expanding community.
The United Nations Educational, Scientific, and Cultural Organization
(UNESCO) state that communities will be vital in fostering solutions to
potential challenges to increasing global immigration:
Cities play an important role in promoting diversity and inclusion,
targeting the most disadvantaged groups, such as persons with
disabilities, indigenous peoples, youth, migrants and refugees, vulnerable
women and girls, and the elderly. In an increasingly urban world, it is from
cities that many of the greatest societal challenges

51

emerge, so it is in cities that they must be faced – from growing
inequalities to poverty and discrimination in all its forms. As centres of
migration, diversity and connectivity, cities are also sites of innovation,
exchange, learning, dialogue and cooperation, and are, as such, the very
spaces in which creative solutions to contemporary challenges will be
found (UNESCO, 2020).
Settlement Worker 2 explained that she was happy to have her coworker
take the lead in highlighting different cultural celebrations in the office:
“I’m glad she does because we need to step outside settlement, we need
to educate” (Settlement Worker 2, 2018). She stated that celebrating
multiple holidays helps all members of the community to feel
represented and welcomed: “If I’m from a certain country and I walk in
and see something that reflects my own culture, it’s like, wow”
(Settlement Worker 2, 2018).This is one way that the settlement team at
MIIS goes further than just meeting basic needs, to make everyone feel
included and help the settlement process go as smoothly as possible.

"we need to step outside
settlement, we need to
educate” (Settlement Worker
2, 2018).

Settlement workers attest to their
work spreading over their families
and communities in positive ways.
They are able to share the work they
do with those around them, outside
of the work environment, which

builds community tolerance and understanding of immigration.
Settlement Worker 2 explained that “[her] two daughters… they’ve
learned [from the work I do] not to look and make judgements, not to
make assumptions… their tolerance is way more advanced because of
what I do” ((Settlement Worker 2, 2018). The work done by settlement
workers colours their everyday life and impacts those in their family. The
same settlement worker also stated that her spouse, too, has learned a
lot and has a better understanding of where newcomers may be coming
from:
I’m married to a Caucasian guy so I go about discrimination and I’ll go on
about a situation that’s happened. And you know he listens and he said,
like we’ve been married 17 years, he said yeah, I’ve learned a lot. Because
the group he was with, his family, like they’re not exposed to

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multiculturalism or different ethnic groups, so even though that with his
family, I share things and they kinda have a better understanding of
where people are coming from and why they look at life that way. And so,
it’s spread over healthy ways in my family (Settlement Worker 2, 2018).
Her friends have also learned more about different cultures:
I have friends I have a group of friends I’ve known for over 20 years and
Canadian women who we met in a support group. If, they often say, if you
had not come in, and there’s five of us, they said we wouldn’t have known
anything about the culture because they didn’t have that exposure to
anyone there. So it’s and what I do, and I brag about what I do and I say I
love what I do and this is what was fulfilling today. So it has it’s, spilled
over into my whole life. And I think it makes it better for people who know
me and where I’m coming from (Settlement Worker 2, 2018).

"it’s spread over healthy
ways in my family"
(Settlement Worker 2,
2018).

Canva, (2020)

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Conclusion
As a department under Archway, the MIIS division exemplifies the values
of the agency. Striving for justice, equitable access of services and
opportunities for newcomers, workers aim to successfully integrate
newcomers with efforts that surpass what is expected of them. The
diversity of the settlement workers, in terms of both language and
culture, is mentioned by the settlement workers themselves, and by
newcomers as a strength of the agency. Support for settlement workers
in their job from coworkers, the manager and executive director helps
them thrive in their work, and results in equal amounts of support,
encouragement and guidance for newcomer clients that they support, as
mentioned in the focus group with newcomers.
Providing holistic support for clients, be it education, employment,
language or cultural learning, helped newcomers achieve independence.
Settlement workers make efforts to get to know their clients on a
personal level, even going so far as to provide emotional support which
results in long-term and personal relationships with clients. In LINC,
instructors tailor learning to newcomers by teaching students about
Canadian culture, political issues, and institutional guidance.
Archway Community Services prides itself as being an organization that
is inclusive of everyone in the community. Settlement workers recognize
the importance of education the wider community, so they make efforts
to celebrate different holidays of the clients they have. Having workshopstyle classes such as LINC and JCI give newcomers an opportunity to
network, share struggles and solutions that many newcomers have.
Building friendships with other newcomers, and with Canadian citizens
helps newcomers feel more integrated into Canadian culture. This
cultural learning extends both ways, newcomers gain knowledge about
Canadian culture, and settlement workers and community members
learn more about different cultures, which reaches their friends and
family, building tolerance and education in the community.

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