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Who are we?

Wired: Evaluating Settlement Online (WESO) is a new research program at YMCA-YWCA National Capital Region funded by Immigration Refugees and Canadian Citizenship (IRCC). As part of this research program, we would like to ask your opinion about delivering hybrid services and look to identify practices you find promising in delivering hybrid services and engaging clients.  

This questionnaire aims to capture a clear picture of staff’s invaluable insights while delivering settlement services both online via technological platforms such as Zoom, and face-to-face during in-person service delivery. Moreover, the questionnaire is an attempt to evaluate the quality of hybrid settlement service delivery from both the clients’ and service providers’ perspectives. Data collected will help facilitate the digital integration of the newcomer clients and also inform the future policy planning of service provider organizations. 

How do we define hybrid service delivery?

A hybrid service delivery model suggests a combination of in-person and online services for newcomer clients to Canada. For the purposes of this research, we define in-person services as those that are completed via face-to-face interactions and the offline services which are completed via a client’s conversation over the phone and with no internet connection. The online service category, on the other hand, includes all services which rely on internet access. Online services include synchronous and asynchronous services. These services can be completed through a simultaneous tech-mediated connection (i.e. synchronous). Asynchronous services, however, include all the services delivered via online technology-human interactions. The clients’ applications for SIN and OHIP services are considered a-synchronous online services. However, synchronous services in the application process could include a video call between a settlement counselor and a newcomer client to help them complete the application process.

What information do we collect?

Integrity is a core part of who we are at the YMCA-YWCA National Capital Region and it is imperative to us that you feel comfortable with the survey process, your privacy, and how your responses will be used. Following this core policy, the questionnaire will collect your views by asking you to respond to statements and questions via tick boxes. There is also a comment box in which you can insert your feedback at the end of the survey. In conducting the questionnaire, only an email address is required from you to initiate your participation.  

How do we use data?

The data will never be used for marketing purposes or sold to third parties. All research data will be stored on a YMCA-YWCA password-protected laptop. Research data will only be accessible by the WESO program staff and the program’s external consultant, Marco Campana. It is important to note that your participation is completely voluntary. Your answers will be treated with the utmost confidentiality. The data collected will be only used for research purposes. No information from a single questionnaire will be published; only aggregated results will be reported.

What are the risks?  

There are no known or anticipated risks associated with participation in this project. All the questions are related to hybrid service delivery and service provider organization practices in providing services to newcomer clients in Canada. This means that there are no risks involved, personal or otherwise. If you have any questions or would like assistance, please contact us at 
Withdrawal of consent 

I understand that I can refuse to sign this consent form or withdraw my consent at any time. Please note that consent withdrawal requests need to be made in writing and the effect of such withdrawal is not retroactive. If you decide to complete this questionnaire, it will not take more than 20 minutes (4 survey questions and demographics sections). Thank you for your participation.

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* Please provide us with your email address. During the follow-up phase of this research program, your email address may be used to contact you.

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* I have read the information presented in this consent form about a research project conducted by WESO (Wired: Evaluating Settlement Online) and agree to complete the survey.