CHSSN 2004 -2006 Primary Health Care Access Initiative – Project Guide

Caring For English–Speaking Quebecers Who we are CHSSN (Community Health and Social Services Network) supports English-speaking communities across Quebec in their efforts to improve access to health and social services in English.

What we do CHSSN strengthens networks at the local, regional and provincial levels to address health determinants, infl uence public policy and develop services through projects and partnerships that link community and public partners in the delivery of health and social services. CHSSN increases the vitality of English-speaking communities across Quebec by building strategic relationships within the health and social services system that improve access to services and enhance the capacity of community resources, associations, public institutions and other organizations. CHSSN promotes access to information resources at all levels; from policy makers to community organizers. Strategic knowledge is helping to empower communities to take action on priority health issues.

Our membership With more than 60 member organizations throughout Quebec, CHSSN has developed over 70 projects and partnerships in the areas of primary health care, community development and population health.

Vist us at www.chssn.org for information, reports and more about CHSSN. CHSSN 1270 chemin Ste-Foy, Suite 2000 Quebec, QC G1S 2M4 Telephone: (418) 684-2289 Fax: (418) 684-2290 Email: [email protected] www.chssn.org Caring for the English-speaking communities of Quebec Health Canada’s Primary Health Care Transition Fund was a six year program (2000-2006) to support the reform of primary health care systems in Canada. This fund provided an envelope dedicated to supporting Offi cial Languages Minority Communities. In 2004, the CHSSN (Community Health and Social Services Network) was designated to implement a $10 million dollar investment to improve access to primary level health and social services in English for English-speaking communities in Quebec. This investment was distributed to 37 public institutions in 14 of the 16 administrative regions for a wide variety of projects in three priority areas: Info- Santé (telephone information) services, front-line services, and adapted living environments. The projects ended on March 31st, 2006.

The primary objectives of these projects were to: 1) improve access to health and social services in English and 2) support better communication and partnerships between the community and the public health establishments that serve them. This guide contains a summary of each of those 37 projects by providing the objectives, the partners involved, the budget and a summary of the activities. For more information contact the promoters identifi ed in the document or the CHSSN. Nord-du-Québec 10

Côte-Nord 09

Saguenay – Lac-Saint-Jean 02

Abitibi – Gaspésie – Témiscamingue Îles-de-la-Madeleine 08 Bas- 11 Saint-Laurent 01

Mauricie Capitale- 04 Nationale 03 Laurentides Outaouais 15 07 Lanaudière Chaudière – 14 Appalaches Centre- 12 du-Québec 17

Laval Estrie 13 Montérégie 05 16 Montréal 06 2004- 06 CHSSN 2004 -2006 Primary Health Care Access Initiative – Project Guide

Caring For English–Speaking Quebecers Table of Contents

Abitibi-Témiscamingue - 08

Project # 222-50 English-language training ...... 06 Project # 223-51 Training staff to work in English with aboriginal English-speaking people...... 07

Bas-Saint-Laurent - 01 Project # 213-33 Improving front-line services for the elderly English-speaking population of Métis-sur-Mer ...... 08

Chaudière-Appalaches - 12

Project # 103 A healthy English-speaking community (1) ...... 09

Project # 206-19 A healthy English-speaking community (2) ...... 10 Project # 217-43 Access program for services offered by the Centre Hospitalier affi lilié universitaire Hôtel-Dieu de Lévis

to English-speaking clients ...... 11

Côte-Nord - 09

Project # 301-3 Communication is cool! ...... 12

Estrie - 05 Project # 102 Improving access to Info-Santé services for the English-speaking population of Estrie ...... 13

Project # 207-20 Better access to CLSC psychosocial services ...... 14 Project # 208-23 Recruiting intermediary and family resources from the English-speaking Estrie community ...... 15 Project # 303-22 Supporting the social integration of English-speaking patients admitted to long-term care at the Sherbrooke Geriatric University Institute ...... 16

Continued on the next page Gaspésie-Iles-de-la-Madeleine - 11 Project # 214-34 ACCESS Baie-des-Chaleurs: information, liaison and community development ...... 17 Project # 225-57 Improving English access to primary care and services, medical and general services and long-term care services for English-speaking clientele served by the CSSS de La Côte de Gaspé (including residents in the town of Percé) ...... 18

Laurentides - 15

Project # 202-8 Building a healthy community ...... 19 Project # 203-12 Access to front-line services for the whole English-speaking population of the MRC des Laurentides ...... 20 Project # 302-6 Front-line services and an environment adapted to people with loss of autonomy: added value for the English-speaking community ...... 21

Laval - 13 Project # 101 Centralizing the Info-Santé Laval service to improve its accessibility for Quebec’s English-speaking community ...... 22 Project # 219-46 Part 1: Distribution of information concerning prevention, promotion, services offered to English-speaking people and care protocols in the region Part 2: English language training for workers ...... 23

Project # 220-48 Staying in shape and in good health ...... 24

Project # 221-49 RABASCA project ...... 25

Montérégie - 16

Project # 201-4 Watt you need? ...... 26

Project # 215-35 Centre Lac Brome Center ...... 27 Project # 216-40 Accredited training program: responding in a suicide crisis situation, Association québécoise de prévention du suicide, 2003 ...... 28

Project # 304-41 An environment adapted to the English-speaking clientele ...... 29

Continued on the next page Montréal - 06 Project # 104 Improving accessibility to telephone response services for Quebec’s English-speaking and allophone citizens ...... 30

Project # 204-13 Efforts in English in East Montreal: a satisfi ed clientele ...... 31 Project # 205-14 Gaining approval: improving our ability to serve the English-speaking community ...... 32

Nord-du-Québec - 10 Project # 224-55 English second language courses for staff who offer care and services to an English-speaking clientele ...... 33

Outaouais - 07

Project # 106 English language training for Info-Santé nurses in the Outaouais . . . . 34

Project # 209-25 Integrated palliative care services in the Pontiac region ...... 35

Project # 210-27 Training program for psychosocial staff ...... 36 Project # 211-29 Accessibility network for youth services in English at the Centre de santé et de services sociaux de Papineau (CSSSP) . . 37 Project # 212-30 Accessibility network for youth services in English at the Centre de santé et de services sociaux de Gatineau (CSSSG) . . 38

Québec (Capitale Nationale) - 03 Project # 105 Info-Santé for the English-speaking public of the Quebec City region ...... 39 Project # 218-44 Services adapted to the needs of the English-speaking community of the Quebec City region ...... 40 Project # 305-45 Equitable access to transition and long-term environments adapted to the needs of English-speaking clientele in the Quebec City region ...... 41

Saguenay Lac-St-Jean - 02 Project # 107 Accessibility to standardized crisis intervention services for English-speaking clientele: translation and network implementation of front-line social services ...... 42 Abitibi-Témiscamingue Region 08

PROJECT TITLE ENGLISH-LANGUAGE TRAINING Project Number 222-50 Program: Adapted Services Promoter Centre de santé Sainte-Famille Address 22, rue Notre-Dame Nord Ville-Marie (Québec) J9V 1W8 Project Manager(s) Carole Deschamps Email [email protected] PROJECT REPORT Telephone 819.622.2773 ext. 4221 The Centre de santé Sainte-Famille piloted this project to improve Fax 819.629.3257 access to front-line services through developing a reception service adapted to the needs of its English-speaking clientele in the Abitibi-Témiscamingue region.

Project Objectives The project’s main activity was language training for front- Improve access to front-line services offered in the region by developing line workers. The promoters called upon the adult education a reception service adapted to English-speaking people. branch of a school board, the Commission Scolaire du Lac- Témiscamingue, to provide intensive English conversation and comprehension courses to selected groups. These courses were Main Activities offered on a schedule of a fi ve-hour day per week over ten weeks, Intensive training in English conversation and comprehension. for a total of fi fty hours per student. Courses were geared to the Training for a 1½-year period, in three sessions (Training would take students’ professional practice. Some of them involved scenario- place for fi ve hours a week over a 10-week period): based exercises that allowed the language learners to develop • Winter 2005 their vocabulary and speak more spontaneously. Others focused • Fall 2005 on reading and listening skills. • Winter 2006 Three blocks of courses were offered, resulting in a total of 150 Purchase necessary training materials according to the trainer’s course hours offered. Students said they were satisfi ed with the requirements or suggestions (including English language experience and, upon project completion, indicated an intention reference tools). to consolidate their newly acquired skills through biweekly meal-time get-togethers.

Partners A related aspect of the project was translating work documents. Maison Équinoxe; Groupe Image; Short-term care at the Centre de santé; Centre de santé Sainte-Famille personnel undertook this task in Sainte-Famille; Psychosocial services for 0-65 year olds; collaboration with school board staff. Child/family/adult mental health service

Budget: $34,425

06 CHSSN Abitibi-Témiscamingue Region 08

PROJECT TITLE TRAINING STAFF TO WORK IN ENGLISH WITH ABORIGINAL ENGLISH-SPEAKING PEOPLE Project Number 223-51 Program: Adapted Services Promoter Centre Jeunesse de l’Abitibi- Témiscamingue (CJAT) Address 700, boulevard Forest Val-d’Or (Québec) J9P 2L3 PROJECT REPORT Project Manager(s) Philippe Rivet-Gagné Email [email protected] English-speakers from the Algonquin and Cree communities were the clientele targeted to benefi t from this access project. Telephone 819.825.0002 ext. 3304 Fax 819.825.5132 The project promoter, the Centre Jeunesse de l’Abitibi- Témiscamingue, took steps to have employees improve their ability to communicate with this clientele by providing the workers with English language training. Group and individual Project Objectives language courses were offered, the former at a rhythm of once Familiarize staff with working in English to serve the increasing numbers every two weeks and the latter taking place weekly. of English-speaking clients in the territory. Receiving the language training were employees looking after Translate French documents into English to better serve the different activities of the youth centre including evaluating new English-speaking clientele. cases, application of measures and rehabilitation.

The project also involved translation and revision of important Main Activities Centre Jeunesse documentation.

Provide English training to eight workers: 200 and 250 hours of training. The Centre Jeunesse provides services to abused, neglected and Hire someone to translate appropriate documents. behaviourally challenged children and their families. By being able to communicate in English, Centre staff can reduce their reliance on interpreters and gain the trust of English-speaking clientele. Partners MRCs in the territory “By being able to communicate Budget: $65,000 in English, Centre staff can reduce their reliance on interpreters and gain the trust of English-speaking clientele.”

CHSSN 07 Bas-Saint-Laurent Region 01

PROJECT TITLE IMPROVING FRONT-LINE SERVICES FOR THE ELDERLY ENGLISH-SPEAKING POPULATION OF MÉTIS-SUR-MER Project Number 213-33 Program: Adapted Services Promoter Centre mitissien de santé et de services communautaires Address 800, avenue du Sanatorium Mont-Joli (Québec) G5H 3L6 PROJECT REPORT Project Manager(s) Alain Boulianne The Centre mitissien de santé et de services communautaires Email [email protected] promoted this project to improve front-line services for English- speaking seniors in Métis-sur-Mer. The project was a sign of the Telephone 418.775.7261 ext. 2297 promoter’s desire to meet the needs of the territory’s English- Fax 418.775.1360 speaking population, over half of which is over the age of 65.

Part of this effort was to translate into English some pertinent Project Objectives documents such as materials used by health and social services workers in the course of their jobs. Other English-language Offer the English-speaking community a broader range of front-line material had to be created, such as a pamphlet on Info-Santé services by differentiating the service offer. services offered in English. Make staff capable of working in English available to English- Communications were another key project activitiy. Project news speaking clientele. was widely broadcast through information posters distributed Group together seniors of a similar culture and language profi le in community gathering places and various media including the in intermediary resources in their community, or in the same unit Heritage St-Lawrence Newsletter. The project manager described in a long-term care facility (CHSLD), where numbers allow. the project, the Centre’s services, and Anglophone realities in various meetings with the community, health and social services Main Activities and government sectors. These meetings helped raise awareness and mobilize people to the project’s cause. Translation of communication tools into English and disseminate them. Agreement with an educational institution in the area to evaluate Information gathering was another project component. Meetings, and classify the English language level of workers in the seniors surveys and an important public consultation of the English- with loss of autonomy program. speaking community allowed project staff to sound the Selection of an instructor that has a nursing background and meets community out on needs and delivery and accessibility of medical CMSSC requirements. and social services. Feedback was sought on topics ranging from experiences with family doctor visits to reactions to the idea of Organization of directed, supervised conversation workshops that require grouping English-speaking clients with loss of autonomy in a an element of self-study. nursing home or hospital. The goal of these activities was to fully Consultation with the English-speaking community of the MRC de La Mitis. involve the community in the planning process. Development of links with community organizations where possible. The project also involved providing English-language Evaluation of the possibility of grouping English-speaking clients with loss conversation workshops. Chosen to participate were workers of autonomy in an intermediary resource or CHSLD, where numbers allow. in front-line health and social services jobs such as Info-Santé nurses and secretaries working in admissions. Over fi fty front- Partners line workers attended the workshops that were offered through the Cégep de Rimouski. CEGEP of Rimouski

Budget: $210,350

08 CHSSN Chaudière-Appalaches Region 12

PROJECT TITLE A HEALTHY ENGLISH-SPEAKING COMMUNITY (1) Project Number 103 Program: Info-Santé Promoter Centre de Santé et de services sociaux de la région de Thetford Address 17, rue Notre-Dame Ouest Thetford Mines (Québec) G6G 1J1 PROJECT REPORT Project Manager(s) Pierre Pelchat Email [email protected] NOTE: The provincial Info-Santé was in the process of reorganizing its services during this project period. As a result, through extensive collaboration with Telephone 418.338.6147 ext. 4171 Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed Fax 418.334.3058 here, were modifi ed to fi t within this reorganization. Therefore, activities and results highlighted here may differ from objectives originally identifi ed.

Through its collaboration with the Megantic English-speaking Project Objectives Community Development Corporation (MCDC), the CSSS de Improve accessibility to health and social services offered by Thetford (CSSST) was able to accomplish much in terms of the CSSS to the English-speaking community living in the MRC promoting greater access to health and social services in the de L’Amiante territory. Thetford territory. In fact, the enthusiasm generated by this Promote collaboration and joint action between representatives of the project grew to encompass the Beauce territory as well. English-speaking community (MCDC) and the CSSS de la région de Thetford, The project’s primary activity, which was to update the MCDC’s with the goal of offering health and social services. Web site and Community Directory, was completed. The directory included information on health and social services in Main Activities the Amiante, Érable, Lotbinière and Beauce-Sartigan territories. These directories were distributed free-of-charge to English Update the Info-Santé directory. speakers in these regions.

In addition to the Web site and directory, a free 2006 calendar Partners was distributed in November 2005, listing the numbers to call for Megantic English-speaking Community Development Corporation health and social and community services in English. A handy reference sheet with key names and numbers, conveniently Budget: $13,300 magnetized for easy access, was also distributed. Lastly, a user’s guide to the CSSST’s services was also prepared.

In fact, the enthusiasm generated “by this project grew to encompass the Beauce territory as well.”

CHSSN 09 Chaudière-Appalaches Region 12

PROJECT TITLE A HEALTHY ENGLISH-SPEAKING COMMUNITY (2) Project Number 206-19 Program: Adapted Services Promoter Centre de Santé et de services sociaux de la région de Thetford Address 1717, rue Notre-Dame Est Thetford Mines (Québec) G6G 2V4 PROJECT REPORT Project Manager(s) Pierre Pelchat Email [email protected] “A healthy English-speaking community” - The title of this CSSS de Thetford project states its end goal clearly. Fostering Telephone 418.338.3511 community health meant, for this project, improving access to Fax 418.334.3058 services offered by the CSSS, and forging links between the latter and Anglophone community representatives.

Publicity and outreach were key means to this end. An information Project Objectives agent was brought on board. Information meetings were held Improve access to health and social services offered by the Thetford with representatives from twelve Anglophone groups and the region CSSS for the English-speaking community of the MRC Amiante. community at large. A solid partnership was developed between Promote collaboration and activity between representatives of the the CSSS and the Megantic English-speaking Community English-speaking community (MCDC) and the Thetford region CSSS. Development Corporation (MCDC). The latter organization helped the project connect to the community, for instance by inviting project representation to its annual meeting. Main Activities Project publicity included a newsletter sent out to 350 people, Update of the ressources guide. contacts with the Courrier Frontenac and a press conference. Production of a lexicon of the major medical acts. Linked to this effort were initiatives to make health and social Communication plan (Info-Santé / Adapted services). services related materials available to the English-speaking Network consolidation, development. population. The CSSS community resource directory and its Made-to-measure training (English conversation). website were updated, and a new section of the site was created Analysis of the exodus of elderly English-speaking people. for Anglophones. CHUS, CHSSN and CSSSRT pamphlets were translated and distributed and a CSSSRT guide for service users was created. Partners English-language training was another project component. MCDC; Bishop’s University; CEGEP de Thetford Mines; Health and social services workers attended immersion courses MRC Bellechasse/Sartigan/Nouvelle-Beauce/De l’Érable at Bishop’s University. To keep up their newly acquired skills, they also participated in activities such as follow-up conversation Budget: $167,941 classes and meetings with community members.

10 CHSSN Chaudière-Appalaches Region 12

PROJECT TITLE ACCESS PROGRAM FOR SERVICES OFFERED BY THE CENTRE HOSPITALIER AFFILILIÉ UNIVERSITAIRE HÔTEL-DIEU DE LÉVIS TO ENGLISH-SPEAKING CLIENTS Project Number 217-43 Program: Adapted Services Promoter CHA Hôtel-Dieu de Lévis Address 143, rue Wolfe Lévis (Québec) G6V 3Z1 PROJECT REPORT Project Manager(s) André Prévost With this project, the CHU-Hôtel-Dieu de Lévis took a number of Email [email protected] steps toward facilitating access for English-language clients. Telephone 418.835.7170 Nearly a hundred employees were provided with intermediate- Fax 418.835.7200 level English-language training. Basic language training was also provided for eight receptionists and telephonists. The Commission scolaire des Navigateurs, which had been awarded the language training contract, developed courses specially Project Objectives adapted to the needs of the work environment. Facilitate access for English-speaking clients likely to use services offered Guidelines and procedures regarding the use of interpreters were by the Hôtel-Dieu de Lévis. More specifi cally, ensure that staff members can express themselves in English in all departments and units also developed and a list of approximately 50 interpreters was and during all shifts. placed on the hospital’s Intranet. In addition, the hospital acquired a promotional kiosk to help it attract English-speaking health- Ensure that users have an English version of the main documents care workers. available to them, produced by the hospital for patients. Over the course of the project, more than twenty documents used by the hospital were translated, including the user guide Main Activities and a client satisfaction questionnaire. Approximately eight Intermediate English courses: other documents were translated for the Centre de réadaptation • 10 courses of 16 lessons of two hours en défi cience physique – Chaudière-Appalaches (CRDP-CA). • 60 participants Translated documents were made available to the project’s English version of the Web site: partners, including the Megantic English-speaking Community • 10 pages of HTML Development Corporation (MCDC), and several were forwarded • Integration of translated documents to the CHSSN to be included in its virtual library. An English Translation of priority documents aimed at clientele. version of the hospital’s Code of Ethics was published as was an Translation of 20 priority documents. English version of its Web site.

Partners Nearly a hundred employees Studio anglais; Agence régionale de développement des réseaux locaux “were provided with de la région Chaudière-Appalaches; Click Zone inc.; CSSS Grand Littoral; Megantic English-speaking Community Development Corporation (MCDC) intermediate-level English- language training. Budget: $119,920 ”

CHSSN 11 Côte-Nord Region 09

PROJECT TITLE COMMUNICATION IS COOL! Project Number 301-3 Program: Adapted Living Environments Promoter CSSS de Sept-Iles Address 45, rue Père Divet Sept-Iles (Québec) G4R 3N7 Project Manager(s) Chantal Lévesque Email [email protected] PROJECT REPORT Telephone 418.962.9761 ext. 2907 This project enabled the Centre hospitalier regional de Sept- Fax 418.962.6420 Iles to provide English-language training to staff working with English-speaking seniors in homes for the elderly. Fourteen conversation classes were offered.

Project Objectives Another project component was to produce pertinent support Promote the physical, mental and emotional well-being, personal documentation. Pictograms to facilitate communication between development and maintenance of an optimal level of autonomy for all staff and residents were created, training materials were prepared English-speaking seniors in group settings. and a number of documents were translated, notably, protocols Respond to the needs and expectations of English-speaking people and orientation guides for residents. in seniors’ homes by adapting their human environment. Use strategies to decrease disruptive behaviour through bidirectional communication. This project enabled the Centre “hospitalier regional de Sept-Iles Main Activities to provide English-language Training and English conversation. training to staff working with Translation of documents-Communication activities (develop and English-speaking seniors in produce a tool). homes for the elderly. Developing, organizing and distributing training materials. ”

Partners MRCs of Sept-Rivières, Minganie, Caniapiscau; The municipality of the Lower North Shore

Budget: $39,100

12 CHSSN Estrie Region 05

PROJECT TITLE IMPROVING ACCESS TO INFO-SANTÉ SERVICES FOR THE ENGLISH-SPEAKING POPULATION OF ESTRIE Project Number 102 Program: Info-Santé Promoter CSSS - IUGS Address 50, rue Camirand Sherbrooke (Québec) J1H 4J5 PROJECT REPORT Project Manager(s) Sylvie Hinse Email [email protected] NOTE: The provincial Info-Santé was in the process of reorganizing its services during this project period. As a result, through extensive collaboration with Telephone 819.563.2572 ext. 3370 Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed Fax 819.563.5615 here, were modifi ed to fi t within this reorganization. Therefore, activities and results highlighted here may differ from objectives originally identifi ed.

The promoters of this project, the CSSS-Institut universitaire de Project Objectives gériatrie de Sherbrooke, originally intended it to cover the Estrie Gain a better understanding of the English-speaking community’s region but early on they accepted the challenge of extending it to practices in the targeted regions through training, guidance and cover all of Quebec. The promoters thus took on the responsibility clinical support. of providing training, guidance and clinical support of Info- Santé nurses from Laval, Montréal-Centre and Outaouais as well Main Activities as Estrie. Analysis and training of identifi ed nurses from Laval, A needs analysis questionnaire was distributed to Info-Santé Montreal-Centre, Outaouais and Estrie. nurses and administrators in order to identify key issues and needs related to providing Info-Santé services in English. Ninety- nine nurses and fi fteen administrators answered this survey that Partners served to generate much valuable data.

The 7 CLSCs in the Estrie region; ADRLSSS de l’Estrie; Townshippers’ For guidance and support, books, dictionaries and other reference Association; Bishop’s University works were identifi ed and obtained and Info-Santé materials, including reference documents used in phone evaluations and Budget: $34,336 a training video demonstrating nurses receiving calls, were translated. These tools of the trade were distributed to Info-Santé workers in twelve regions.

A private company delivered the language-training component tailored to the needs of the project. Sixty-one Info-Santé nurses received a total of 2 512 hours of English lessons.

This project was communicated to the general public through media contacts. For instance, The Record served as a useful communication outlet in Sherbrooke.

CHSSN 13 Estrie Region 05

PROJECT TITLE BETTER ACCESS TO CLSC PSYCHOSOCIAL SERVICES Project Number 207-20 Program: Adapted Services Promoter CSSS - IUGS Address 50, rue Camirand Sherbrooke (Québec) J1H 4J5 Project Manager(s) Nicole Morissette PROJECT REPORT Email [email protected] The CSSS-Institut universitaire de gériatrie promoted this multi- Telephone 819.565.2572 pronged project for improving access to psychosocial services Fax 819.565.2509 offered by CLSCs for English speakers in the Sherbrooke territory.

Better access to the services was promoted through the creation of a new bank of communication and response tools. This meant Project Objectives identifying, adapting and translating existing tools and listing Promote better access to psychosocial services offered by the CLSCs for English-language ones. A service guide and a procedure for English-speaking people in the Sherbrooke region. evaluating factors such as service use were produced.

Make the adult population aware of the services and how they operate. To raise adult awareness of services, links were forged with Gain a better understanding of the specifi c needs of the target clientele. and between key players and networks in the Anglophone Propose changes to current operations to better respond to the needs. community and health and social services sectors. Key documents were written or translated. Carry out the proposed changes. The project also sought to improve understanding of the target clientele needs and to this end, personnel organized focus groups Main Activities and surveys, attended meetings and did external committee work. Create a list of existing communication and response tools. Analyzing survey fi ndings and reporting were activities that Identify new tools required. provided a forum for project staff to propose improvements to Plan and hold local meetings. current operations.

Develop recommendations. Press releases publicized a number of these activities. Analyze comments and validate results of adjustments in ways of operating. Implement adjustments according to available resources. To raise adult awareness of Evaluate project. “services, links were forged with and between key players and Partners networks in the Anglophone Lennoxville & District Women’s Centre; Mental Health Estrie; Job Links; community and health and Lennoxville and District Community Aid social services sectors.” Budget: $48,227

14 CHSSN Estrie Region 05

PROJECT TITLE RECRUITING INTERMEDIARY AND FAMILY RESOURCES FROM THE ENGLISH-SPEAKING ESTRIE COMMUNITY Project Number 208-23 Program: Adapted Services Promoter CNE Dixville Address 155, rue Belvédère, c.p. 150 Lennoxville (Québec) J1M 1Z4 PROJECT REPORT Project Manager(s) Fabienne Boulais Email [email protected] The Regroupement CNDE-Dixville carried out this project to recruit people within Estrie’s English-speaking community wanting to Telephone 819.346.8471 ext. 214 offer their services as intermediary and family resources. Fax 819.569.5484 Project staff started by assessing the needs of three specialized institutions, the Centre jeunesse de l’Estrie, the Centre de réadaptation de l’Estrie and the Regroupement CNDE-Dixville. Project Objectives They then prepared an inventory of meeting places, real or virtual, Set up opportunities to reach members of the English-speaking for the region’s English-speaking community: media, churches, community who want to offer their services as intermediary schools, etc. and family resources. Project staff then developed and kicked off an important publicity Establish contact with English organizations in the region to encourage campaign. They met with key Anglophone organizations them to offer their services as both intermediary resources including the Townshippers’ Association and the Women’s and family resources. Centre. They created press releases, wrote promotional articles Make available at the regional level a bank of English-speaking and bought advertisements for appearance in The Record, The resources to meet recruitment needs for clients with intellectual Stanstead Journal and other publications. In addition, after and physical defi ciencies and those under social protection. analyzing a pertinent English-language video, they planned and Promote collaboration of specialized institutions in recruiting produced three new videos of their own. On the ground, project intermediary and family resources from the English-speaking staff manned a booth for Friendship Day in Lennoxville and held community in Estrie. an information meeting at City Hall there, too. They also did Seek out applicants permitting users to experience an environment outreach in the Magog and Coaticook communities. that takes into account their cultural and linguistic identity.

Main Activities Organize promotional activities, advertising campaigns and meetings with organizations. Clarify roles and missions of the institutions involved. Organize a resource bank (intermediary and family resources).

Partners Centre jeunesse de l’Estrie; Other readaptation centres in the region

Budget: $37,550

CHSSN 15 Estrie Region 05

PROJECT TITLE SUPPORTING THE SOCIAL INTEGRATION OF ENGLISH-SPEAKING PATIENTS ADMITTED TO LONG-TERM CARE AT THE SHERBROOKE GERIATRIC UNIVERSITY INSTITUTE Project Number 303-22 Program: Adapted Living Environments Promoter Institut universitaire de gériatrie de Sherbrooke Address 300, rue King PROJECT REPORT Sherbrooke (Québec) J1G 1B1 With a view to supporting the social integration of English- Project Manager(s) Pierre Noël speaking patients admitted to long-term care, the CSSS-Institut Email [email protected] universitaire de gériatrie de Sherbrooke hired a team of nine Telephone 819.821.1170 ext. 2120 recreation technicians to develop a program of individualized leisure activities adapted to the needs and reality of English- Fax 819.821.6926 speaking residents at its four pavilions (Youville, St. Joseph, St. Vincent and Argyll).

Of the 34 English-speaking residents in the four pavilions, those Project Objectives able to understand the information they were provided regarding Develop individualized leisure and community integration plans for each the project expressed pleasure that it existed, although only 25% English-speaking resident. of the 34 residents were actually autonomous enough to be able Train a team of volunteers to offer individualized activities and support to benefi t from the project. to English-speaking residents. The needs of patients and their families were identifi ed. Leisure Among the families and staff responsible for care, increase awareness and community integration plans for patients were developed of activities that will help improve the quality of life for each English- through meetings with families, users and caregivers. Patients’ speaking resident. families were generally delighted with the project. The Institute’s Strike a committee of English-speaking people who live close guide for families was revised and translated, along with other by to welcome and support families of English-speaking residents. documentation. However, rather than the support program Develop a program of individualized leisure activities adapted to initially proposed for the families of residents, the families the reality and needs of English-speaking long-term care residents at indicated that they preferred social and educational activities. the Argyll pavilion of the Sherbrooke Geriatric University Institute. The project’s requirements in terms of volunteers were also assessed. English-speaking volunteers were located and engaged Main Activities through a recruitment campaign and partnerships developed Development of individualized leisure response plans. with various organizations. New volunteers were then trained to offer activities and support to the residents participating in Training of a team of volunteers. the project. Increasing awareness among families and staff. At the end of the project, an evaluative study was carried out to Evaluation of requests for intervention. assess the impact on the quality of life of the targeted clientele. In addition, an awareness campaign was launched among staff Partners and meetings were held with over twenty work teams in order to look at means to ensure the project’s sustainability. Research Centre on Aging

Budget: $86,941

16 CHSSN Gaspésie-Iles-de-la-Madeleine Region 11

PROJECT TITLE ACCESS BAIE-DES-CHALEURS: INFORMATION, LIAISON AND COMMUNITY DEVELOPMENT Project Number 214-34 Program: Adapted Services Promoter Centre de santé et de services sociaux Baie-des-Chaleurs Address 419, boul. Perron Maria (Québec) G0C 1Y0 PROJECT REPORT Project Manager(s) Cynthia Dow Email [email protected] This project, developed by the CSSS Baie-des-Chaleurs and managed by the Committee for Anglophone Social Action (CASA), Telephone 418.752.5995 served to promote health and social services available to the English-speaking community in the Baie-des-Chaleurs territory and to gather information on the community’s health care needs.

Project Objectives A fi fty page needs assessment was completed that provided Promote health services available to the English-speaking community; recommendations on how to meet the health and social service Establish links between English-speaking communities and institutions; needs of the region’s English-speaking population. Based, among Gather comments from the English-speaking community that will allow us other things, on demographic research, public consultations and to determine improvements to be made to English-language services a survey completed by about 700 people (approximately 15% of used by this community in the Baie-des-Chaleurs region; Increase the the population), the needs assessment highlighted several issues, visibility of services offered to the English-speaking community by the including the lack of services for youth and families living in CSSSSBC in order to enhance the sense of belonging to the Baie-des- Chaleurs region; Promote community involvement by recruiting and poverty, as well as the lack of mental health resources. training English-speaking volunteers; Develop a community response The needs assessment’s fi ndings and recommendations were model for the English-speaking community. presented at a Health and Social Services Forum organized by CASA and attended by 130 participants from the community, the Main Activities CSSS Baie-des-Chaleurs and various not-for-profi t and community organizations. The forum facilitated communication between Conduct an ongoing analysis of specifi c health and social service needs community members and the institutions that provide health and and level of satisfaction of the English-speaking community in the social services, leading to a better mutual understanding. Several Baie-des-Chaleurs region; Make recommendations for developing or participants even suggested it be an annual event. adapting services to optimally respond to the identifi ed needs; Ensure a link between people, their families, community groups and the Over the course of this project, CASA also raised awareness various institutions and services of the CSSSBC, including the transfer among the English-speaking population of the health and social phase to other institutions and an individual’s return to their home; services available to them in their mother tongue. This was done Translate and promote documentation about health and social services through press conferences, regular articles in the local newspaper available to the English-speaking community; Collaborate with referral and St-Godefroi community television messages. CASA also services; Participate in the CSSS and Agence régionale communication translated a variety of documents, prepared information materials plan for the English-speaking community, especially by improving and worked to expand the Anglophone volunteer base in the communication tools (e.g. Web site, pamphlets, etc.); Collaborate in developing a community response model, by creating a new resource or health and social services sector. adapting existing resources; Develop a volunteer service by recruiting and training volunteers. The forum facilitated communi- “cation between community Partners Committee for Anglophone Social Action (CASA) members and the institutions that provide health and social Budget: $117,637 services, leading to a better mutual understanding.” CHSSN 17 Gaspésie-Iles-de-la-Madeleine Region 11

PROJECT TITLE IMPROVING ENGLISH ACCESS TO PRIMARY CARE AND SERVICES, MEDICAL AND GENERAL SERVICES AND LONG-TERM CARE SERVICES FOR ENGLISH- SPEAKING CLIENTELE SERVED BY THE CSSS DE LA CÔTE DE GASPÉ (INCLUDING RESIDENTS IN THE TOWN OF PERCÉ) Project Number 225-57 Program: Adapted Services Promoter Centre de santé et de services sociaux PROJECT REPORT de La Côte-de-Gaspé With the help of its partners, the CSSS de La Côte-de-Gaspé Address 215, boul. de York Ouest spearheaded this broad-based initiative to improve access to Gaspé (Québec) G4X 2W2 health and social services for its English-speaking clientele. Project Manager(s) Louis-Philippe Ste-Croix Information gathering was a key step in this process. Promoters Email [email protected] surveyed the English speakers in its territory in order to identify their health and social services priorities. Telephone 418.368.3301 ext. 3273 Fax 418.368.7150 Concrete efforts were made to increase communications in English. Steps were taken to improve signage and key documents were translated. In collaboration with the ADRLSSSS and Groupe Collegia, a continuing education organization, plans Project Objectives were developed to provide staff with English language training. Through these efforts, progress was made to making health-related Promote and increase awareness among all workers about accessibility information and services more accessible to Anglophones. to primary health care and services and to general medical services for the English-speaking population served by the CSSS de La Côte-de-Gaspé; The project also involved helping English-speakers fi nd solutions Improve communications between English-speaking users and workers for access issues with health and social services institutions at the CSSS de La Côte-de-Gaspé; Partner with the Groupe Vision Gaspé- outside of Gaspé. Percé Now to establish permanent relationships during implementation Another way the promoter devised to assist its Anglophone of the local network of health and social services; Promote involvement clientele was via volunteers. A trained team of volunteers was of the English-speaking community in the region and support the set up to visit and run activities for English-speaking residents implementation of volunteer groups; Group English-speaking patients in of the Pavillon Mgr-Ross and the Hôpital Hôtel-Dieu. Project the same unit in long-term care facilities, where possible, according to partner Vision Gaspé-Percé Now, an Anglophone community evaluations conducted by the project co-ordinator; Support families and group, recruited and trained the volunteers. The project volunteers; Improve staff clinical responses to English-speaking residents promoters and Quebec City’s Holland Centre, another partner, and improve the ability of staff to communicate with this clientele; helped Vision carry out this task. Towards the end of the project, Make English-speaking clients comfortable, linguistically speaking, with a new committee was created to help maintain and support the appropriate services. Anglophone volunteer network and another one, composed of volunteers, was created to work with seniors in Barachois. Main Activities Progress was also made towards analyzing the question of grouping English-speaking patients in long-term care facilities, Ensure the availability of English language primary care medical with an analysis being produced on the issue. information and general medical services in English, especially external clinic/emergency and rehabilitation information; Implement a volunteer program; Participate with the Holland Centre and its partners and the Partners Groupe Vision Gaspé-Percé Now to implement a single wicket service Vision Gaspé-Percé Now; Holland Centre; St-Brigid’s Home Inc.; for English-speaking clientele in the Côte-de-Gaspé region; Publish the McGill University full range of community services; Promote the grouping of English users when services are being grouped; In collaboration with the head of human resources and, where appropriate, unions, evaluate the possibility Budget: $247,500 of grouping staff best able to communicate in English with the English- speaking clientele; Support the volunteer group and families to ensure they play an important role in achieving project objectives.

18 CHSSN Laurentides Region 15

PROJECT TITLE BUILDING A HEALTHY COMMUNITY Project Number 202-8 Program: Adapted Services Promoter CLSC-CHSLD Rive et Mirabel (MRC Deux Montagnes), CLSC Jean-Olivier Chénier Address 29, chemin Oka Saint-Eustache (Québec) J7R 1K6 Project Manager(s) Yves Paquette PROJECT REPORT Email [email protected] The CLSC-CHSLD de la Rive et de Mirabel and the CLSC Jean Telephone 450.491.7574 poste 263 Olivier Chénier, in partnership with a number of community Fax 450.491.3424 groups and institutions, set up the 4 Korners Family Resource Centre, a non-profi t organization dedicated to improving access to English-language health and social services in the Deux Project Objectives Montagnes/Mirabel sud territory. In its fi rst year of operation, the centre developed and implemented a variety of programs Ensure extensive delivery of prevention programs and of health tailored to the community’s needs, including programs for and social services adapted to the needs and realities of the children, parents, youth and seniors. Approximately 235 people English-speaking population. participated in these programs and the resource centre also Promote a better understanding and create closer links between provided information and referral services to some 40 people the English-speaking population, the francophone majority over the same period. and the public health system. Encourage leadership and empowerment in the English-speaking The resource centre has benefi ted from the support and community and encourage them to accept responsibility and control involvement of community volunteers. Community members of their own health and well-being. contributed approximately 218 volunteer hours. In fact, the overall response to the resource centre and its services has been such that Create a non-profi t community organization where the English-speaking community can meet and obtain or share information. securing sustainable funding, enhancing communications and fi nding additional space have become priorities.

In addition to the resource centre, a Seniors Advisory Committee Main Activities was also set up, which developed and has begun implementing Collaboration with English-speaking communities. a community plan for English-speaking seniors in collaboration Location and set-up of appropriate offi ce space. with 4 Korners. Location of the target clientele and development of a communication plan. Creation of an advisory committee to ensure appropriate leadership and support. Approximately 235 people Development of an action plan. “participated in these programs Evaluation of fi nal project results. and the resource centre also provided information and Partners referral services to some 40 CEDEC; Saint-Jude Elementary School; Centre André-Boudreau; Sercan; Césame; Women’s Time Out; Christ Church-Community Representatives; people over the same period. Golden Age Club; Holy Family Church; Lake of Two Mountains High ” School; Meals on Wheels; Mountainview Elementary School; Panda; Police régionale de Deux-Montagnes

Budget: $239,160

CHSSN 19 Laurentides Region 15

PROJECT TITLE ACCESS TO FRONT-LINE SERVICES FOR THE WHOLE ENGLISH-SPEAKING POPULATION OF THE MRC DES LAURENTIDES Project Number 203-12 Program: Adapted Services Promoter Centre de santé et de services sociaux des Sommets Address 234, rue St-Vincent Ste-Agathe-des-Monts (Québec) J8C 2B8 PROJECT REPORT Project Manager(s) France Laframboise This project served to help improve English speakers’ access to Email [email protected] front-line services in the MRC des Laurentides by raising their awareness of the services and encouraging them to make more Telephone 819.324.4041 use of them. Fax 819.324.4010 As project promoter, the CSSS des Sommets was fi rst concerned with having its bilingual project coordinator collect background information on the local English-speaking community and Project Objectives its resources. Make a reception and follow-up service available to English-speaking clients of all ages. The next priority was outreach and publicity. Staff visited English schools, where they described the project and services offered at In primary health care increase the retention level of English-speaking the CSSS and its associated organizations, as well as events like the clients to the same levels as those of francophones. V.I.P. seniors’ fair where they distributed brochures to hundreds Create formal links with the major groups in the English-speaking community. of visitors. An additional staff member was brought on to make Increase the quality of care and services by making information documents links with the local Jewish community. Personnel also offered and training available in English. support to the English-speaking advisory committee of the MRC Increase awareness among the professionals and employees in our des Laurentides. Translating documents into English and putting organization of multiculturalism and of the needs of the English- an English section on the CSSS website were other ways the speaking community. promoter reached its Anglophone clientele. Many press releases, “advertorials” (publi-reportages) and articles were generated about the project in local publications such as Main Street. Main Activities The CSSS communications agent provided much support in these Preparation and implementation of an accessibility service for publicity activities and generally speaking, the CSSS made every the English-speaking community. effort to include English in its communications plans. The project Development of a service for receiving requests. also involved training professionals on cultural diversity and on Evaluation, performance reporting and project follow-up. the services provided for the English-speaking population. The project thus allowed the CSSS to be more known and available to its Anglophone clientele. Partners Holy Trinity Church; Fondation médicale Laurentian/Anglican dioces; Laurentian Region Cancer Support; Reading Group; The project thus allowed the Laurentian Club of Canada “CSSS to be more known and Budget: $213,100 available to its Anglophone clientele.”

20 CHSSN Laurentides Region 15

PROJECT TITLE FRONT-LINE SERVICES AND AN ENVIRONMENT ADAPTED TO PEOPLE WITH LOSS OF AUTONOMY: ADDED VALUE FOR THE ENGLISH-SPEAKING COMMUNITY Project Number 302-6 Program: Adapted Living Environments Promoter CSSS Argenteuil Address 145, av. de la Providence Lachute (Québec) J8H 4C7 PROJECT REPORT Project Manager(s) James Warbanks The CSSS Argenteuil steered this effort aimed at improving Email [email protected] access to front-line services and primary care and for people with a loss of autonomy. Telephone 450.562.3761 ext. 3354 Fax 450.566.3316 Central to the project was English language training for health and social services workers. Priority was given to front-line workers and CHSLD personnel in contact with English speakers, such Project Objectives as emergency, home care and reception staff. Over 75 staff members participated. Improve access to front-line services and primary care and for those with a loss of autonomy. Divided into small groups, the students attended a three-day training course. An innovative training program ensured its Use all means available to reach the target population: the 20% of clients effectiveness. The focus was on fl exibility, so that, for instance, a in the territory who are English-speaking. group of psychosocial workers could concentrate on language matters relevant to their emotionally charged work environment.

Main Activities Each group received a half-day visit from an English-speaking Human resources development. community member. Some thirty English speakers participated Development of communication materials. in this activity. It allowed health and social services workers to discuss values, history and culture in English, with a native Implementation of the accessibility improvement program. English speaker! The goal, in other words, was to have students Program design according to the level of knowledge of English and the gain cultural understanding as well as language skills. level required by the 1999 access plan. A Protestant ministers’ association, English school principals, the Laurentian Literacy Council and other groups supported this Partners language training initiative. Hôpital d’Argenteuil foundation; Hôpital d’Argenteuil corporation; Another project component was communications. Translations Hôpital d’Argenteuil endowment fund; MRC Argenteuil; Laurentian were made of in-house and client-oriented documents such Regional High School and Lachute Elementary School; Municipalities of as vaccination authorization forms. New interior signage was Gore, Harrington, Mille-Isles, Wentworth and the borough of the former Township of Grenville including the new municipality of Grenville-sur-la- devised and installed under the watchful eye of a signage Rouge; Quebec Women’s Institute committee. Publicity featuring workers benefi ting from the training and describing community involvement in the project helped bring it to the public’s attention, as did press releases and Budget: $240,600 a press conference.

CHSSN 21 Laval Region 13

PROJECT TITLE CENTRALIZING THE INFO-SANTÉ LAVAL SERVICE TO IMPROVE ITS ACCESSIBILITY FOR QUEBEC’S ENGLISH-SPEAKING COMMUNITY Project Number 101 Program: Info-Santé Promoter Centre de santé et de services sociaux de Laval Address 1515, boul. Chomedy Laval (Québec) H7V 3Y7 PROJECT REPORT Project Manager(s) Henri Bradet Email [email protected] NOTE: The provincial Info-Santé was in the process of reorganizing its services during this project period. As a result, through extensive collaboration with Telephone 450.978.2121 poste 2124 Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed Fax 450.668.2100 here, were modifi ed to fi t within this reorganization. Therefore, activities and results highlighted here may differ from objectives originally identifi ed.

Through this project, Info-Santé Laval has been transformed Project Objectives into one of four centralized centres geared to increasing the level Respond to the provincial orientation (Ministère de la Santé et des of province-wide access to Info-Santé services in English. Five Services sociaux du Québec) that Laval become one of the four centres new nurses were transferred to Info-Santé Laval along with that will respond in English for all of Quebec. the budgets previously allocated for English-language services Accessibility phase: in local Info-Santé centres. The intensive language training of Increase the rate the English-speaking community, and the public in 12 nurses and the development of more suitable and functional general, uses Info-Santé to at least achieve the provincial average premises have led to the creation of an increasingly effective Increase the percentage of calls responded to in less than four minutes, regional team. as will be expected by the MSSS, from 60.2% to 90%; Decrease calls lost to fewer than 15% during peak periods; Decrease the average waiting Having thus laid the groundwork, Info-Santé Laval is now time from 3.74 to 2 minutes; Conclude service agreements with partners poised to participate in the next phases of the government’s with a view to an integrated service network. proposed plan for improving Info-Santé services. This involves among other things implementing a single provincial telephone Clinical phase: Improve the standardization of professional practices associated number (planned for April 2007) and new Info-Social and Info- with securing various partnerships; Emphasize the clinical nursing Medicament services. framework; Complete the hiring phase by recruiting staff according to a predetermined profi le; Reduce the turnover rate of nursing personnel. “The intensive language training Main Activities of 12 nurses and the development Preparation phase. of more suitable and functional Service centralization. premises have led to the creation Clinical reorganization. of an increasingly effective Creation of a network of centres that respond in English. regional team. Participation in global project evaluation aimed at improving accessibility ” by the English-speaking community (carried out at the provincial level).

Partners CSSSL; DRMG; Jewish Rehabilitation Hospital; Centre jeunesse de Laval; Centre de réadaption défi cience intellectuelle Normand-Laramée; ADRLSSS de Laval; Medical clinic

Budget: $250,712 22 CHSSN Laval Region 13

PROJECT TITLE PART 1: DISTRIBUTION OF INFORMATION CONCERNING PREVENTION, PROMOTION, SERVICES OFFERED TO ENGLISH-SPEAKING PEOPLE AND CARE PROTOCOLS IN THE REGION PART 2: ENGLISH LANGUAGE TRAINING FOR WORKERS Project Number 219-46 Program: Adapted Services Promoter Agence de développement de réseaux locaux PROJECT REPORT de services de santé et de services sociaux de Laval The Agence de développement de réseaux locaux de services de e Address 800, boul. Chomedey, Tour A, 2 étage santé et de services sociaux de Laval (ADRLSSSS Laval) promoted Laval (Québec) H7V 3Y4 this two-pronged project to reach out to the Anglophones in Project Manager(s) Jean Lafortune its territory. Email [email protected] “Information” was the goal of one component. This was a vast Telephone 450.978.2121 ext. 2007 translation initiative whereby over 370 documents including Fax 450.978.2100 health protocols, information pamphlets for clients, and brochures from partner community organizations were selected, translated, laid out, given graphic treatment and printed. Thus, Project Objectives titles as diverse as “Tabac tu me brises le coeur” and “Allergie à l’aspirine” obtained English equivalents. One indication of the Make pertinent information relating to prevention, promotion, services need for this project was that some 160 requests for translations offered in the region and care protocols accessible to English-speaking came from institutions in the ADRLSSSS Laval’s territory as soon people in the region. as the project began. Increase the linguistic abilities of staff who work with English-speaking clientele. “Training” was the point of the other project component. Forty-seven nurses, psychologists and other employees of Main Activities the Centre de santé et de services sociaux de Laval working Part 1 with English-speaking clients were selected, evaluated List the needs of the Agence de santé et de services sociaux, the for their level of language profi ciency, and then divided institutions and the community organizations of the region with respect into small groups for English-language training. Intensive to documents to be translated; Evaluate the pertinence of documents initial training periods of fi ve days were followed by a to be translated; Establish a schedule for translations; Circulate the lighter schedule of two hours a week for fi ve weeks, to translated information to users in the region. help students consolidate and maintain their newly-acquired Part 2 language skills. List the needs of the Agence de santé et de services sociaux, the institutions and community organizations in the Laval region in terms of English-language training required for personnel; Propose training Partners in English to institutions and community organizations in the region; Agence de santé et de services sociaux de Laval; CSSS Laval; CSLLD Evaluate the linguistic abilities of candidates (intermediate and Manoir St-Patrice inc.; CHSLD Le Bel Age de Fabre; Jewish Hospital advanced levels); Offer training to groups according to the regional readaptation; Community organizations working in the health and procedure selected; Evaluate the results of training with human resources social services fi eld in Laval; CRDI Laramée directors in the institutions. Budget: $287,690

CHSSN 23 Laval Region 13

PROJECT TITLE STAYING IN SHAPE AND IN GOOD HEALTH Project Number 220-48 Program: Adapted Services Promoter Centre de santé et de services sociaux de Laval CLSC-CHSLD du Ruisseau Papineau Address 350, boul. Samson Laval (Québec) H7X 1J4 Project Manager(s) Andrée Morin PROJECT REPORT Email [email protected] CSSS Laval and the CLSC-CHSLD du Ruisseau Papineau were Telephone 450.689.0933 ext. 261 behind this project aimed at fostering the health and well-being Fax 450.689.6277 of English-speaking seniors.

Promoters adopted a strategy of bringing together Anglophone Project Objectives seniors who tend to be dispersed over the Laval territory in order to create a critical mass of clients to whom the promoters could General objectives: offer group activities. Improve access to health promotion and prevention services for English-speaking seniors in Laval; Intervene early and screen seniors at Essential to this endeavour was communications and outreach. For risk or with a loss of autonomy; Extend the time seniors are able to stay instance, nine information sessions helped publicize the project at home while ensuring their safety; Reduce burnout/exhausting among and CSSS Laval services among seven partner organizations such informal caregivers. as the Cummings Jewish Centre for Seniors of Laval. Some 200 Specifi c objectives: members of the partner organizations attended the sessions. All Make seniors and their families aware of the range of homecare services in all, the project’s English-speaking community partners were and day centre services available from the CSSS Laval; In collaboration highly involved in the project. with community organizations explore various strategies to better reach At the heart of the project were health-enhancing activities the target clientele; Offer health promotion and prevention services to English-speaking seniors via community organizations; Offer a range of offered by nurses, nutritionists, social workers and a host of services specifi c to clients with cognitive diffi culties and to informal caregivers. other professionals. There were workshops on subjects as vital as preventing falls in the home (the “PARACHUTE” program); exercise classes like Aquaform; conferences on subjects like Main Activities “quality sleep,” services for clients with cognitive and physical PARACHUTE safety at home. diffi culties, and a drop-in for informal caregivers to provide Medically speaking. support and help prevent burn-out. As these examples show, services made available through the project reached not only Eat well to stay healthy. seniors but also the people looking after them in their homes. Psychosocial information. Around three thousand presences were counted overall: over 450 Start off on the right foot (dynamic equilibrium integrated program in the fi rst three months alone. or “P.I.E.D. (programme intégré d’équilibre dynamique”). These popular services attracted media attention. Chomedy Activities to promote cognitive and physical stimulation. News and Courrier Laval were just two of the many outlets that Support group for informal caregivers. provided favourable project coverage.

Partners All in all, the project’s English- Cummings Jewish Centre for Seniors of Laval; The Greek and Armenian “ communities of Laval; Hispanic and Portuguese association; Le Bouclier speaking community partners d’Athena; Carrefour intercultural; Centre des femmes italiennes de Laval; were highly involved in the Cummings Jewish Centre for Seniors of Montreal; Centre du Sablon; CLSCs in the Laval territory; Jewish Rehabilitation Hospital project.” Budget: $110,594 24 CHSSN Laval Region 13

PROJECT TITLE RABASCA PROJECT Project Number 221-49 Program: Adapted Services Promoter Centre de santé et de services sociaux de Laval, CLSC-CHSLD du Ruisseau Papineau Address Pavillon Norman-Bethune 800, boul. Chomedey, Tour B, bureau 310 Laval (Québec) H7V 3Y4 PROJECT REPORT Project Manager(s) Annie Dion The full name of the RABASCA project sums up the achievements of Email [email protected] this project promoted by the CSSS Laval and the CLSC-CHSLD du Telephone 450.682.2952 ext. 2100 Ruisseau Papineau. RABASCA stands for Répertorier et Analyser le Fax 450.682.2953 Besoins et l’Accessibilité des Services à la Communauté d’expression Anglaise, or, in other words, itemize and analyze the needs and accessibility of services to the English-speaking community.

Project Objectives “Itemizing” involved putting on paper the services offered Produce an analysis of the services offered and used by the and used by Laval’s English-speaking community (youth and English-speaking community (youth and families) in Laval. families). A service directory was created, printed and distributed.

Implement services. “Analyzing” involved staff studying the data and write up a Transmit the results of the analysis to the target English-speaking portrayal of the service situation highlighting its strengths and clientele (youth and families). weaknesses. Another research project involved gathering and Identify solutions to problems encountered. examining statistical data and drawing up a socio-economic profi le with tables. Identify ways of doing things that facilitate use of services. In collaboration with service providers and the English-speaking A pamphlet destined for the English-speaking community and a community, evaluate the solutions that are worth implementing. comprehensive fi nal report were also produced through this project. During the process, implement solutions that may begin Focus groups allowed the promoters to reach out to the English- to bring about change. speaking community and gather data in a structured setting. For several of these meetings, participants were recruited from among English-speaking community members contacted through Main Activities Laval’s primary schools. Another participant group was people Hire a community organizer. working with English-speaking families, children and youths. Develop a list of all current services for youth and families. The focus groups took place in fall 2005 and spring 2006. Their topic was needs, gaps, and potential solutions with regards for Draw up a portrait of the situation (resources, gaps, diffi culties, English-speaking zero to eighteen-year-olds and their families. successes). Create an inventory of available statistics and create a socio- This project involved a high level of information exchange and demographic profi le. support between the promoters, partners, the community and outside organizations, both in committee work and beyond. Organize meetings with the English-speaking community (focus-groups). For instance, an Agence researcher helped develop focus group Create a consultation committee for organizations that offer services questionnaires, and CSSS Laval publicized the project in its to the English-speaking community. newsletter L’Interface. Evaluate current diffi culties for both the organizations and the public (questionnaire and/or survey). Regular meetings of the steering committee. Partners Service agreements to improve access to services for the English- Centre Jeunesse de Laval; Famille-Enfance-Jeunesse of the CSSSL; speaking community (families and youth). Sir-Wilfrid-Laurier School Board

Budget: $136,454

CHSSN 25 Montérégie Region 16

PROJECT TITLE WATT YOU NEED? Project Number 201-4 Program: Adapted Services Promoter Centre de santé et de services sociaux de la Haute Yamaska Address 205, boul. Leclerc ouest Granby (Québec) J2G 1T7 Project Manager(s) Alain Hébert PROJECT REPORT Email [email protected] The efforts deployed by the CSSS de la Haute-Yamaska (CSSS H-Y) Telephone 450.375.9497 ext. 300 to improve access to English-language services in the Haute- Fax 450.776.6602 Yamaska territory, particularly Waterloo, have been rewarded. Since this project began, English speakers have been using the services of the CSSS H-Y in increasing numbers.

Project Objectives Over the course of the project, the CSSS de la Haute-Yamaska Improve access to services for all English-speaking people in the provided language training to some health care workers and local region, especially those living in Waterloo. helped the Comité AngloFrancophone Committee carry out its Support the English-speaking community in Waterloo in developing action plan. It also funded the translation into English and the adapted community projects. distribution of a number of tools and documents touching on a variety of health care and social service issues. These included, among others, palliative care, prevention of chronic illness, Main Activities services for the elderly and dealing with the loss of a loved one. Training 20 professionals at the Centre de services de Waterloo. Production, adaptation and distribution of the new CSSS H-Y brochure for the English-speaking population in the region. Since this project began, Adaptation of CSSS professional tools (registration, evaluation, “English speakers have been participants’ guides). using the services of the CSSS Carrying out the Comité AngloFrancophone Committee’s action plan. H-Y in increasing numbers.” Partners Comité AngloFrancophone Committee

Budget: $26,737

26 CHSSN Montérégie Region 16

PROJECT TITLE CENTRE LAC BROME CENTER Project Number 215-35 Program: Adapted Services Promoter Le Centre de santé et de services sociaux La Pommeraie Address 34, rue St-Joseph Bedford (Québec) J0J 1A0 Project Manager(s) Christine Tougas PROJECT REPORT Email [email protected] Through this project, the CSSS la Pommeraie nurtured and sustained Telephone 450.248.4304 ext. 252 partnerships between the English-speaking community and Fax 450.248.4676 local health and social services in order to provide culturally appropriate services to the English-speaking population of Brome-Missisquoi.

Project Objectives Two surveys were carried out. The fi rst one sought to determine Adapt services to the English-speaking community by improving front-line the capacity of institutions and organizations to respond to the health and social services for people in the Town of Brome Lake and needs of the English-speaking community. The second looked Sutton regions and improving access to health and social services for at the reality of certain marginalized groups within the English- English-speaking people in the Brome-Missisquoi MRC. speaking community.

The CSSS drew on the expertise of local community groups Main Activities and the public sector to address the needs identifi ed. It offered Integration with other services offered in the community. translation, training and cultural expertise to facilitate the process. Cultural adaptation of these services and bringing them closer English-language training increased the capacity of French- to community services. speaking service providers (community groups, therapists, home Greater accessibility to medical and nursing care. care workers and other professionals) to reach out to the English- speaking community and understand their needs. Similarly, Take control of minor emergency services, ambulatory treatment French-language training for English-speaking community and follow-up for chronic clienteles. workers facilitated the development of partnerships with their Increased hours/presence of nurses at the CLSC. French-speaking counterparts and with public sector health and Expansion of psychosocial services. social service providers. Coordination leadership by the Centre Lac Brome and Town of A number of documents, workshop materials, assessment tools, Brome Lake Community Services Corporation. other resource materials and pamphlets were translated into English for several organizations, particularly those dealing with Partners the following groups: individuals with mental health needs, families in poverty and youth. CSSS la Pommeraie; Municipality of the Town of Brome Lake and Town of Brome Lake Community Services; La Fondation Carke Inc.; Pacte rural By translating documents, providing workshops on services, and CLD; La clinique médicale de Brome; Missisquoi à Lac Brome; Sutton writing articles in the local English and French press and preparing Health Centre Inc.; Avante Women’s Centre; Wellness Volunteer Centre; information on “Getting Services in English,” the CSSS was able to Regroupement Entraide Mère-enfant (EME); Mental Health and Well Being address the information defi cit in the English-speaking community. Support Group; Horizon pour elle

Budget: $283,932

CHSSN 27 Montérégie Region 16

PROJECT TITLE ACCREDITED TRAINING PROGRAM: RESPONDING IN A SUICIDE CRISIS SITUATION, ASSOCIATION QUÉBÉCOISE DE PRÉVENTION DU SUICIDE, 2003 Project Number 216-40 Program: Adapted Services Promoter Centre de santé et de services sociaux du Haut-Saint-Laurent Address 10, rue King, Suite 200 Huntingdon (Québec) J0S 1H0 PROJECT REPORT Project Manager(s) Daniel Beaulieu Through this project, the CSSS du Haut-Saint-Laurent supervised Email [email protected] the translation into English of French-language training documents and tools for suicide prevention and intervention. Telephone 514.528.5858 Trainers and partners from various fi elds of practice revised the documents to ensure their accuracy. Care was given to ensure that Project Objectives the translated version of the documents refl ected the philosophy of the French-language training program. Ensure that each worker across the province of Quebec has the required abilities to intervene in a suicide crisis situation. Once fi nalized, the English-language training binder was distributed By the end of training, participants will be able to: to trainers in outlying regions across the province. This was an Place the issue of suicide in a background and social context; Recognize important fi rst in suicide prevention and intervention in Quebec. the impact of certain particularities in relation to suicide; Identify the impact of his or her own values, beliefs, limits and personal position A pamphlet was also produced to promote English-language training regarding suicide on his or her response to the suicidal individual; Analyze for suicide prevention and intervention in these outlying regions. the suicide crisis process; Recognize the signs of suicidal behaviour; Recognize the distinctive features of response in a suicide crisis situation; Implement the means necessary to maintain one’s personal balance. Once fi nalized, the English- “language training binder was Main Activities distributed to trainers in outlying Translate existing tools; Trainer’s workbook and tools; Participant’s regions across the province. workbook; Transparencies; Promotional fl yer-English program layout; ” Production; Distribution of the program to English-speaking trainers; Program promotion.

Partners Association québécoise de prévention du suicide (AQPS); CSSS Huntingdon; CSSS Laval; Directions de la santé publique

Budget: $41,000

28 CHSSN Montérégie Region 16

PROJECT TITLE AN ENVIRONMENT ADAPTED TO THE ENGLISH- SPEAKING CLIENTELE Project Number 304-41 Program: Adapted Living Environments Promoter CSSS Champlain (point de service) : Centre Champlain du CHSLD de la MRC de Champlain Address 5050, Place Nogent Brossard (Québec) J4Y 2K3 PROJECT REPORT Project Manager(s) Anne Beauchamp Email [email protected] The CSSS Champlain, point de service Centre Champlain, piloted this project to create an adapted living environment. Renovations Telephone 450.672.3328 ext. 4070 allowed new spaces including a tearoom, a library and a movie Fax 450.443.0020 room to be set up for the use of English-speaking residents. Furniture, a home cinema system and music therapy equipment were purchased. A music therapist and a recreational therapist Project Objectives were hired to bring the spaces to life; movie nights, musical events and other activities were organized and a bilingual newsletter Group residents with similar cultures and linguistic profi les in a began production. There were even community volunteers single unit, bringing together 12 to 15 English-speaking residents. bringing in baked goods for residents to take with their tea. Develop a pocket of services with English-speaking staff able to maintain an environment adapted to English-speaking clientele. Local community groups were invited to use the new spaces for Encourage behaviour that enables the resident and his or her family courses and clubs open to members and residents alike. By project to maintain contact with things that are familiar. end, there were four community partners using the spaces. A committee coordinated the community-institution partnerships. Provide access to a grouping of services in keeping with a spirit of transition between the normal and the substitute environment. English-speaking residents thus obtained new places and opportunities to meet among themselves as well as with family, friends, community members and volunteers. Main Activities There were also two other project components. Dozens of the Work plan. centre’s employees received English language courses to facilitate Evaluation of related costs. their interactions with residents. Moreover, key documents Contact with associations. including an orientation guide were translated into English.

Development of a schedule and action plan. In these ways, the project adapted the CHSLD environment so that its English-speaking residents could feel more at home. Partners Volunteers from the Centre Champlain and the community of Brossard; Centre Champlain foundation; CHSLD de la MRC Champlain; Volunteers from the English-speaking community in the territory; Brossard South Shore English-speaking community group; Participation of English- speaking youth (adolescents) from Brossard

Budget: $345,750

CHSSN 29 Montréal Region 06

PROJECT TITLE IMPROVING ACCESSIBILITY TO TELEPHONE RESPONSE SERVICES FOR QUEBEC’S ENGLISH- SPEAKING AND ALLOPHONE CITIZENS Project Number 104 Program: Info-Santé Promoter David Levine, personne contact : Isabelle Hemlin Address 3725, rue Saint-Denis Montréal (Québec) H2X 3L9 PROJECT REPORT Project Manager(s) Christiane Rouleau NOTE: The provincial Info-Santé was in the process of reorganizing its services Email [email protected] during this project period. As a result, through extensive collaboration with Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed Telephone 514.286.6500 poste 5572 here, were modifi ed to fi t within this reorganization. Therefore, activities and Fax 514.286.6538 results highlighted here may differ from objectives originally identifi ed.

Designed to promote and increase access to Info-Santé’s response Project Objectives service for English-speakers and allophones, this project evolved to become provincial in scope and to focus on reorganizing the Increase accessibility to the telephone response service and optimize four centralized English-language Info-Santé centres (Montréal, use of currently available unilingual francophone and bilingual Laval, Estrie and Outaouais) into a network. (French-English) staff. As a result of this change in focus, approximately $150 000 of the amount initially set aside for promotional purposes was Main Activities transferred to the Estrie project (Project 102) and earmarked for Development and implementation of the English response service English-language training. The remaining funds were invested in in the network in the four regions designated to respond in English: harmonizing Info-Santé services provincially, including through Estrie, Laval, Outaouais and Montréal-Centre. the acquisition of a computer and telephone network that would make possible an English response service 24/7 across Quebec. Partners In order to ensure that the system met the technological, administrative and clinical requirements of the four regions, the The ADRLSSSS in regions have the possibility of participating in the project invitation to tender was developed through regular meetings among the four centralized Info-Santé centres, the Agence de Budget: $1,462,459 santé et des services sociaux de Montréal, the Ministère de la santé et des services sociaux (MSSS) and the various institutions providing Info-Santé services. Implementation of the new provincial network and telephone system took place between April and December 2006.

The CSSS de la Montagne was named to manage the network. It is to host the centre that will redirect calls to the four centralized Info-Santé centres.

30 CHSSN Montréal Region 06

PROJECT TITLE EFFORTS IN ENGLISH IN EAST MONTREAL: A SATISFIED CLIENTELE Project Number 204-13 Program: Adapted Services Promoter CSSS Pointe-de-l’Île et CSSS St-Léonard et St-Michel Address 3725, rue Saint-Denis Montréal-Nord (Québec) H2X 3L9 PROJECT REPORT Project Manager(s) Heather Clarke Email [email protected] In order to improve access to health and psychosocial services in English in East Montreal, the Agence de la santé et des services Telephone 514.286.6500 ext. 5538 sociaux de Montréal carried out research and laid the groundwork Fax 514.286.5597 for collaboration and partnership among English-speaking community organizations in the region, various health care institutions and other CSSS establishments (including the CSSS Project Objectives Ahuntsic et Montréal-Nord and the CSSS Lucille-Teasdale). Support the CSSS Pointe-de-l’Île and Saint-Léonard - Saint-Michel On June 16, 2005 the Agence launched a vast consultation with in improving access to their health and psychosocial services. Anglophone community organizations in East Montreal. This Establish a reorganization model for the front-line offer of service consultation, along with a telephone survey of the English- in English in these CSSS territories. speaking population and a series of sector-based focus groups Make it easier to update the regional access plan for English with community partners, provided important information about language services. the community’s expectations, as well as its level of satisfaction with the institutions in the region and the services offered. Information on the needs and preferences of the English-speaking Main Activities population was sent to the CSSS St-Léonard et St-Michel and Analysis of the strengths and weaknesses of the institution’s offer of the CSSS de la Pointe-de-l’Île (as well as the CSSS Ahuntsic et services to the community. Montréal-Nord and the CSSS Lucille-Teasdale).

Information collecting about the community’s expectations and level Consultations were also held with human resource directors and of satisfaction with the institution and its services. questionnaires were sent to various institutions. These steps Adjustment of the way services are organized to correct helped identify what English-language services were available, identifi ed weaknesses. how they were organized, as well as strengths and weaknesses. Negotiation and signing of agreements with institutions in neighbouring Among other things, priority sectors for language training were territories or other partners. identifi ed and courses provided.

Communication plan to inform the English-speaking community In addition to these initiatives undertaken with health care of available services in the territories of Pointe-de-l’Île and Saint- providers, training sessions were developed for community Léonard - Saint-Michel. groups on certain health and social issues. A pamphlet on the project was also prepared. Partners CSSS Pointe-de-l’Île; CSSS Saint-Léonard - Saint-Michel; English-Montreal School Board; Catholic Community Services; East Foundation; CRDI These steps helped identify Gabrielle-Major; CHPSY Rivière-des-Prairies “what English-language services were available, how they were Budget: $400,000 organized, as well as strengths and weaknesses.”

CHSSN 31 Montréal Region 06

PROJECT TITLE GAINING APPROVAL: IMPROVING OUR ABILITY TO SERVE THE ENGLISH-SPEAKING COMMUNITY Project Number 205-14 Program: Adapted Services Promoter CSSS d’Ahuntsic et Montréal-Nord Address 11441, boul. Lacordaire Montréal-Nord (Québec) H1G 4J9 Project Manager(s) Luce Beauregard PROJECT REPORT Email [email protected] This project enabled the CSSS Ahuntsic et Montréal-Nord to Telephone 514.384.2028 ext. 250 assess why the English-speaking clientele, which makes up Fax 514.955.2627 approximately 12.5 % of the population within its territory, rarely uses the local health and social service institutions. A consultation was carried out on June 16, 2005 with 30 community Project Objectives organizations and schools. This consultation, along with a survey of users and a series of sector-based focus groups with community Enable English-speaking clientele to receive all front-line services partners, provided an overview of the English-speaking in the CSSS territory. clientele’s expectations, as well as its level of satisfaction with the services offered. Information on the needs and preferences of Main Activities the English-speaking population was sent to the CSSS Ahuntsic et Montréal-Nord (as well as the CSSS St-Léonard et St-Michel Use multidisciplinary committees to analyze the strengths and weaknesses in the institution’s offer of services to the community. and the CSSS de la Pointe-de-l’Île). Collect information related to the community’s expectations and level Health and social workers were also surveyed, as well as health of satisfaction with the institution and its services. care institutions, in order to better understand the concerns Adjust the way services are organized to correct weaknesses identifi ed. of service providers and assess the level of service provided. Various training sessions were offered, including a workshop, Negotiate and sign agreements with institutions in neighbouring in collaboration with the Offi ce de la langue française, regarding territories or other partners. how to improve communication with the English-speaking Develop a communication plan to inform the English-speaking community within the legal framework of Bill 101. Furthermore, community about services available in each of its territories. a February 2006 survey of the language skills of health workers resulted in the creation of a database of over 600 respondents Partners who were willing and able to use their English-language skills to improve service provided to English-language users. English-Montreal School Board; Catholic Community Services The groundwork was also laid for collaboration and partnership among English-speaking community organizations in the region, Budget: $175,200 various health care institutions and other CSSS establishments (in particular the CSSS Saint-Léonard et Saint-Michel, the CSSS Pointe-de-l’Île and the CSSS Lucille-Teasdale).

32 CHSSN Nord-du-Québec Region 10

PROJECT TITLE ENGLISH SECOND LANGUAGE COURSES FOR STAFF WHO OFFER CARE AND SERVICES TO AN ENGLISH-SPEAKING CLIENTELE Project Number 224-55 Program: Adapted Services Promoter CRSSS de la Baie James Address 312, 3ième Rue Chibougamau (Québec) G8P 1N5 PROJECT REPORT Project Manager(s) Jean Hayes Email [email protected] This project provided 78 hours of English language training to about a third of the nursing team at the CSSS de la Baie-James- Telephone 418.748.3575 ext. 5123 Centre de santé Radisson. On-call nurses who receive medical Fax 418.748.6391 emergency calls by radio-phone outside of the clinic hours were among the fi rst to participate.

As the CHSSN publication Access reports, the English-language Project Objectives skills of participants have improved to the point that they can The on-call nurse who receives medical emergency calls by radio phone now express themselves in English and understand English- outside of clinic hours will be able to adequately communicate with speaking callers. This makes it easier for English speakers to English-speaking users. receive the services they need. In one case, an English-speaking All staff who provide care and services to English-speaking users user who always used to bring someone along who spoke French will be able to understand and express themselves in English in order when she went to the centre, now goes there on her own. to provide quality services. Medical vocabulary will be integrated into training. “As the CHSSN publication Main Activities Access reports, the English- The on-call nurse who receives medical emergency calls by radio language skills of participants phone outside of clinic hours will be able to adequately communicate have improved to the point that with English-speaking users. they can now express themselves All staff who provide care and services to English-speaking users will be able to understand and express themselves in English in order in English and understand to provide quality services. English-speaking callers. Medical vocabulary will be integrated into training. ”

Budget: $13,800

CHSSN 33 Outaouais Region 07

PROJECT TITLE ENGLISH LANGUAGE TRAINING FOR INFO- SANTÉ NURSES IN THE OUTAOUAIS Project Number 106 Program: Info-Santé Promoter CSSS de Gatineau - Établissement CLSC de Hull Address 85, Saint-Rédempteur Hull (Québec) J8X 4E6 Project Manager(s) Anne Éthier PROJECT REPORT Email [email protected] NOTE: The provincial Info-Santé was in the process of reorganizing its services Telephone 819.770.6900 ext. 2258 during this project period. As a result, through extensive collaboration with Fax 819.770.3247 Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed here, were modifi ed to fi t within this reorganization. Therefore, activities and results highlighted here may differ from objectives originally identifi ed.

Project Objectives The CSSS de Gatineau - CLSC de Hull promoted and supervised General objective: this initiative to provide effective and community-oriented Improve the capacity of Info-Santé nurses to offer quality services language training for area Info-Santé nurses. in English to English-speaking people. A private company was selected to evaluate and provide English- Specifi c objectives: language training to a group of Info-Santé nurses. In all, 35 nurses Identify the English-speaking community’s expectations with respect were selected to participate. They were divided into fi ve groups. to Info-Santé services; Evaluate Info-Santé nurses’ linguistic ability in English; Ensure training is adapted to the specifi c needs of nurses While overseeing the training process, the project promoters also and takes into account their respective abilities; Evaluate the level networked with various health and social services groups such as of learning following training; Measure users’ degree of satisfaction CLSC establishments in Sherbrooke and Hull. Multiple meetings following training sessions. by a variety of means including videoconferencing ensured that information was shared and alliances formed and strengthened.

Main Activities Additionally, the promoters worked in collaboration with the Develop discussion groups. Regional Association of West Quebecers. They surveyed and otherwise contacted local English speakers to assess their attitudes Evaluate the level of linguistic ability in English of Info-Santé nurses (comprehension and oral expression) in keeping with the towards Info-Santé. They also organized mentoring activities for community’s expectations. nurses receiving language training. This partnership thus allowed the promoters to help nurses consolidate their new skills and Offer training sessions adapted to the specifi c needs of nurses implant the project within the local English-speaking community. based on their respective abilities while ensuring that they are replaced during their training. It was with a view to strengthening links with Anglophone partners that the promoters also participated in various conferences Evaluate whether expectations were met. on health and social services for English-speakers. Implement ‘coaching’ activities. Media coverage with local media enhanced these linking and Ensure co-ordination and achievement networking initiatives. of all activities related to this project and collaboration with the CLSC de Sherbrooke in developing a training program that meets the needs in the Outaouais. This partnership thus allowed “the promoters to help nurses Partners consolidate their new skills Association of West Quebecers; CLSC de Sherbrooke and Bishop’s University; CSSS de Gatineau; CLSC de Hull and implant the project within the local English-speaking. Budget: $73,000 ”

34 CHSSN Outaouais Region 07

PROJECT TITLE INTEGRATED PALLIATIVE CARE SERVICES IN THE PONTIAC REGION Project Number 209-25 Program: Adapted Services Promoter Centre de santé et de services sociaux du Pontiac Address 160, chemin de la Chute Mansfi eld (Québec) J0X 1V0 PROJECT REPORT Project Manager(s) Gail Ryan Email [email protected] The CSSS du Pontiac promoted this ambitious project to establish integrated palliative care services throughout its territory. Telephone 819.647.3851 ext. 2141 Fax 819.647.2409 Developing palliative care protocols was an important fi rst step. A clinical consultant set to work reviewing, clinically validating and updating CSSS documentation on the subject, with further expertise being provided by the Maison Mathieu-Froment- Project Objectives Savoie. Documents were translated and a tool to evaluate client Ensure the establishment of integrated palliative care that includes satisfaction levels was developed. care in the community (at home), at the long-term care centre and in the hospital setting. A big team saw to the implementation of palliative care services. The clinical consultant implemented the new protocols. An Ensure a better quality of life and access to services for the individual interdisciplinary committee supported the implementation and those close to him or her. process. Committee members included representatives from Establish an interdisciplinary approach and ensure that all workers and the English-speaking community. The local clergy was also volunteers are trained to act on all levels: from the disease to the represented on the committee and demonstrated great commitment end of the individual’s life. to the palliative care project. Furthermore, an interdisciplinary Put a team in place that can respond to all the needs of the clinical team was developed and volunteers were recruited and individual (physical, psychological, spiritual and social) and of those trained. A liaison agent was brought on board to coordinate links close to him or her. between the community and the Agence.

The project also involved bringing forward plans to build a new Main Activities palliative care unit at the Hôpital communitataire du Pontiac Inc. Implement palliative care services throughout the Pontiac territory. Architectural plans were prepared and, towards the end of the Coordinate the following activities: project, a construction fi rm was engaged. Volunteer criteria; Selection staff training; Implementation of the program Many people and groups supported the building project. management of the clinical team; Validation of client satisfaction. Shawville’s Rotary Club raised $50 000 to the unit and many Translation and layout of general information and care document. community members made donations through the Hôpital communitataire du Pontiac Inc. foundation. CSSS personnel even put on fundraising cabaret evenings. Partners The project also involved language training for staff. This helped Club Rotary; Shawville Agricultural Society; Centre hospitalier foundation ensure better communications with the English-speaking community, which represents 55% of the population. Budget: $92,993 Newspaper articles and a newsletter kept health and social services professionals and the community at large abreast of these important developments.

CHSSN 35 Outaouais Region 07

PROJECT TITLE TRAINING PROGRAM FOR PSYCHOSOCIAL STAFF Project Number 210-27 Program: Adapted Services Promoter Centre de Santé et de services sociaux des Collines Address 101, rue Burnside Wakefi eld (Québec) J0X 3G0 Project Manager(s) Charlene Engstrom PROJECT REPORT Email [email protected] Through this project, the CSSS des Collines provided eight Telephone 819.459.3080 ext. 1519 psychosocial workers with weekly English courses. The Fax 819.459.1894 language teacher hired was very familiar with the psychosocial sector and based her training on case studies. The fi rm Services Linguistiques Nouvelles Avenues also provided courses on Project Objectives verbs and pronunciation and assessed the level of English of the Make staff who are able to work in English available to English- eight workers once the training was over. Participants’ English speaking clients. had improved and felt more at ease communicating with their English-speaking clients. Improve the level of linguistic competence of targeted psychosocial staff (conversation). Improve psychosocial staff’s capacity to help users. Through this project, the CSSS Try out an English language ongoing training model for health “des Collines provided eight and social service staff. psychosocial workers with weekly English courses. Main Activities ” Develop training programs. Plan, carry out and follow-up on the program. Evaluation of linguistic abilities acquired. Appear before the Agence with a view towards inter-institutional generalization of the program.

Partners Foundation of the CH Gatineau-Memorial

Budget: $48,560

36 CHSSN Outaouais Region 07

PROJECT TITLE ACCESSIBILITY NETWORK FOR YOUTH SERVICES IN ENGLISH AT THE CENTRE DE SANTÉ ET DE SERVICES SOCIAUX DE PAPINEAU (CSSSP) Project Number 211-29 Program: Adapted Services Promoter Centre de Santé et de services sociaux de Papineau (CSSP) Address 578, rue MacLaren Est Gatineau (Québec) J8L 2W1 PROJECT REPORT Project Manager(s) Martine Bergeron Through this project, the CSSS de Papineau (CSSSP) sought to Email [email protected] improve access to the English-language youth services it offers in the Vallée de-la-Lièvre and Petite-Nation territories. Telephone 819.986.9917 ext. 2235 Fax 819.986.5671 Meetings and networking were central to this project. Promoters discussed their plans with Agence and English-speaking community representatives to ensure that they were in harmony Project Objectives with one another. They invited representatives of the English- speaking community working in the youth sector to sit on Improve access to services offered to English-speaking families a steering and evaluation committee. Project partners, key and youth in the Vallée de-la-Lièvre and Petite-Nation regions in health and social services and English-speaking community collaboration with a steering and evaluation committee composed of organizations, were brought in to form another committee. representatives of the English-speaking community who work in the Furthermore, the project involved forging links with local social youth sector. groups such as the Legion. Evaluate diffi culties accessing the continuum of services offered to youth and propose, implement and evaluate a service organization Research and reporting were also carried out as a part of this project model to better serve English-speaking clientele. with the assistance of a company specialized in surveying. Focus groups were held and their results were analyzed. Statistical data for the territory was also studied. Furthermore, an inventory of Main Activities CSSSP youth services was prepared.

Re-evaluation and analysis of the situation. The production of one report portraying the current youth services Defi nition of a service organization and implementation model. situation paved the way for a subsequent one at the core of this Monitoring and evaluation. project. This was a document evaluating the current situation and making recommendations for a new service organization model to meet Anglophone client needs better. Partners Disseminating these results was another project activity. In CSSS de Gatineau; Western Quebec School Board; CH Pierre-Janet; addition to meetings with the press, presentations were made Centre Jellinek to various audiences including a school and a forum on English- language services. Also, pamphlets were prepared and distributed. Budget: $58,300

CHSSN 37 Outaouais Region 07

PROJECT TITLE ACCESSIBILITY NETWORK FOR YOUTH SERVICES IN ENGLISH AT THE CENTRE DE SANTÉ ET DE SERVICES SOCIAUX DE GATINEAU (CSSSG) Project Number 212-30 Program: Adapted Services Promoter Centre de santé et de services sociaux de Gatineau Address 85, rue St-Rédempteur Gatineau (Québec) J8X 4E6 PROJECT REPORT Project Manager(s) Denis Marengère Through this project, the CSSS de Gatineau analyzed the services Email denis.marengère @ssss.gouv.qc.ca it provided to the English-speaking young people in the region and developed an action plan to improve access to these services, Telephone 819.770.6900 ext. 2241 particularly through local schools. Fax 819.561.8323 Léger Marketing was engaged to conduct a survey involving several hundred participants as well as focus groups. Project Objectives A steering committee was established with partners of the CSSS, including English-speaking community organizations, Evaluate diffi culties accessing the continuum of services offered to youth. in order to discuss the survey results and address the issues it In collaboration with project partners, propose a service organization highlighted. Language training was provided for nurses and model to improve access for English-speaking clientele. new communications tools, such as a brochure and posters, Prepare an action plan to implement the model. were developed and distributed among the region’s health and Implement the model. social services institutions and English-speaking schools. The Ensure its evaluation. committee also developed a new access model and action plan for improving access to services for English-speaking youth. It had this plan evaluated through consultations with key partners in Main Activities order to ensure that the access model met the needs of the English- Evaluation and analysis of the situation. speaking community and that the institutions and organizations had the means to implement the action plan. Defi nition and implementation of the service organization model. Monitoring and evaluation. The steering committee also helped nurture a spirit of collaboration between the CSSS and its partners, and this relationship is expected to last well beyond the project. Indeed, a resource Partners person has been offi cially named to the fi le in order to maintain CSSS Papineau, Collines and Pontiac; Western Quebec School Board; good communication with the English-speaking community and CH Pierre-Janet-Centre Jellinek; Direction de la santé publique de keep abreast of its needs. l’Outaouais; Various private clinics; Centres jeunesses de l’Outaouais; Le pavillon du Parc The committee also developed a Budget: $97,695 “new access model and action plan for improving access to services for English-speaking youth.”

38 CHSSN Québec Region 03

PROJECT TITLE INFO-SANTÉ FOR THE ENGLISH-SPEAKING PUBLIC OF THE QUEBEC CITY REGION Project Number 105 Program: Info-Santé Promoter L’Hôpital Jeffery Hale et Saint Brigid’s Home Inc. Address 1645, chemin Saint-Louis Québec (Québec) G1S 4M3 PROJECT REPORT Project Manager(s) Hélène Levasseur Email [email protected] NOTE: The provincial Info-Santé was in the process of reorganizing its services during this project period. As a result, through extensive collaboration with Telephone 418.648.9936 ext. 2222 Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed Fax 418.248.4676 here, were modifi ed to fi t within this reorganization. Therefore, activities and results highlighted here may differ from objectives originally identifi ed.

This initiative of the Jeffery Hale Hospital and Saint Brigid’s Home Project Objectives Inc. served to facilitate interactions taking place between nurses Ensure that the directory of resources for the Quebec City region and English-speaking users of the Info-Santé telephone service. is up-to-date and that it is adapted for responding in English; Analyze It involved, for one, undertaking a major revision project: the impact in the Quebec City region of the MSSS implementation of a province-wide centralized response system for the English-speaking reviewing the English-language translation of Info-Santé’s community; Actively collaborate in developing and implementing nursing protocols. Many corrections were required for this a provincial promotional campaign; Implement a continuous substantial and complex document. A total of 424 pages required communication mechanism for Info-Santé services; Ensure ongoing revision. Project promoters worked out a production agreement evaluation of Info-Santé services for the English-speaking community. with Sogique, the fi rm mandated to handle Info-Santé’s nursing protocols. This body implemented the changes, printed it and distributed the updated protocols to Info-Santé workers Main Activities throughout the province. Revise the translated Info-Santé nursing protocols; Update the resource Additionally, the project saw to the updating of a directory of Quebec directory; Focus on continuous communication with the English-speaking City region resources to adapt it to English-speaking community clientele and the public as well as with the community, workers and partners; Analysis and management of the impact in the Quebec City needs. The old version of the directory listed 3 400 resources. These region of the MSSS’s implementation of a centralized province-wide were checked out and some 1 960 resources were eliminated and Info-Santé response system for the English-speaking community; Short- 179 added to the new directory. Organizations working specifi cally term (transition period) and long-term impacts on the clientele and with English-speakers were among the additions. In total, the new organization of services; Focus on continuous evaluation of Info-Santé version of the directory lists 1 589 resources. services for the public in the Quebec City region. In the course of carrying out the project, its promoters came up with suggestions for systematizing and streamlining the Partners production of future versions of the protocols and the directory. Project promoters gave Sogique the mandate of carrying out an Hôpital Jeffery Hale and Saint-Brigid’s Home Inc. Corporation; analysis to determine effi cient and effective ways to update future Holland Centre; Voice of English Quebec; Central Quebec School Board; Anglican Diocese; CSSS Québec-Sud and Québec-Nord; Agence de versions of the directory that is distributed to Info-Santé nurses. développement de réseaux locaux de SSSS de la Capitale; Centre jeunesse de la région de Québec; Centrale Info-Santé and TSSQ de la région de la Capitale nationale

Budget: $65,000

CHSSN 39 Québec Region 03

PROJECT TITLE SERVICES ADAPTED TO THE NEEDS OF THE ENGLISH-SPEAKING COMMUNITY OF THE QUEBEC CITY REGION Project Number 218-44 Program: Adapted Services Promoter L’Hôpital Jeffery Hale et Saint Brigid’s Home Inc. Address 1645, chemin Saint-Louis Québec (Québec) G1S 4M3 PROJECT REPORT Project Manager(s) Louis Hanrahan Email [email protected] The Jeffery Hale Hospital – Saint Brigid’s Home Inc. has been active on many fronts as it strives to ensure that existing programs and Telephone 418.681.4687 services—as well as those being developed as part of the regional Fax 418.527.6862 organization of integrated services—are adapted to the specifi c needs of the English-speaking population of the Quebec City region. Project Objectives Throughout this project, the promoters worked at acquiring and organizing information regarding English-speaking clients. Ensure that current programs and services, as well as those being planned This was a central activity, given the crucial role information and implemented as part of the regional organization of integrated services, plays in terms of service development. In collaboration with take into account the specifi c needs of the English-speaking community; the InfoCentre de l’Agence de la Capitale-Nationale, an analysis Ensure that those making the decisions are aware of and understand the of health information systems was carried out. The resulting needs and distinctive characteristics of the English-speaking community; Ensure that the English-speaking community and its leaders are part of report showed that these systems frequently lacked a “language” the planning and decision-making; Support the immediate, effective and (English-speaking) variable that would allow for a differential effi cient implementation of a regional English-speaking network. analysis of health and social service information according to language. This situation was identifi ed as one requiring action in order to ensure that all health information systems permitted Main Activities the identifi cation of English-speaking users for the purposes Implementation of an English-speaking community task force to ensure of assessing their needs, planning, organizing and evaluating that the English-speaking community’s needs are taken into account services adapted to these needs. It also commissioned a study in the regional organization of integrated services; Immediate, effective by the Technocentre de la Capitale-Nationale regarding the and effi cient implementation of a regional English-speaking network; integration of the information systems used by Saint Brigid’s Links to programs and services where these activities are underway; Home Inc., the Holland Centre and the Jeffery Hale Hospital. Operational links with other priority programs and services for the English-speaking community being developed in the regional organization Over the course of this project, the promoters were also involved plan for integrated services; Evaluation of the supra-regional offer of in the committees dealing with the region’s six priority clinical services to English-speaking clientele and recommendations resulting projects. They produced a report on a service offer the institution from current links with the regional plan; Ongoing evaluation and follow- had made (which included a component for English-speaking up of the needs of, and service offer for, English-speaking clientele; clients) related to the clinical projects. The promoters were also Update the access plan for English language health and social services present on other regional committees. for the Quebec region. In addition, the promoters met with doctors throughout the territory in order to develop alliances with a view to improving Partners services to English-speaking clients. These meetings also served to Jeffery Hale hospital and Saint-Brigid’s Home Inc. Corporation; initiate agreements in principle between the Jeffery Hale Hospital Holland Centre-Voice of English Quebec; Central Quebec School Board; – Saint Brigid’s Home Inc. and a critical mass of doctors in order Anglican Diocese; CSSS Québec-Sud; CSSS Québec-Nord; Agence de to apply for one of the “service clusters” to be implemented in développement de réseau locaux de la SSSS de la Capitale; Centre the region. Jeunesse de Québec Institut universitaire Through these and other efforts, the promoters have laid the groundwork for more adapted services for English-language Budget: $612,669 users in the Quebec City region and are now poised to build on this foundation and take their efforts to a new level. 40 CHSSN Québec Region 03

PROJECT TITLE EQUITABLE ACCESS TO TRANSITION AND LONG- TERM ENVIRONMENTS ADAPTED TO THE NEEDS OF ENGLISH-SPEAKING CLIENTELE IN THE QUEBEC CITY REGION Project Number 305-45 Program: Adapted Living Environments Promoter L’Hôpital Jeffery Hale et Saint Brigid’s Home Inc. Address 1645, chemin Saint-Louis Québec (Québec) G1S 4M3 PROJECT REPORT Project Manager(s) Louis Hanrahan With this project, the Jeffery Hale Hospital-Saint Brigid’s Home Inc. team took solid steps towards ensuring that English speakers in Email [email protected] the Quebec City region would have equitable access to transition Telephone 418.681.4687 and long-term facilities. Fax 418.527.6862 One project component involved analyzing situations central to the access issue: wait times and transition measures. This involved looking at the number of long-term and transitional beds required Project Objectives for the regional English-speaking community; mechanisms for identifying access to a long-term bed; and services needed for Ensure that within 18 months the process, mechanisms, tools and clients during a transition and while waiting for a long-term bed. procedures for accessing long-term care beds in the Quebec region are Solutions were then proposed, such as setting up a priority list of adapted to the needs of the English-speaking population; Ensure that clients waiting for beds. within the next 18 months, institutions that take in English-speaking people waiting for a long-term care bed, including those with severe Also studied was the question of measures required for people loss of autonomy, can offer transition services in English and are able to who could have gone into long-term facilities for intensive and create an environment that is positive for this clientele; Ensure that the end-of-life care, but preferred to remain at home. clientele receiving long-term care at Saint Brigid’s Home (SBH) receive The promoters brought their fi ndings to the attention of authorities. care and services in an environment adapted to their state of health and A representative sat on a new regional access committee and psychosocial needs. promoters made many formal representations. They found that questioning and documenting the issues and then discussing them with regional health and social services authorities served Main Activities to help the access situations evolve. Analyze the mechanisms for identifying access to a long-term care bed Also studied was the reorganization of service units at Saint- and the number of beds for English-speaking people in the Quebec Brigid’s Home. A steering committee composed of staff members, City region. clients, administrators and volunteers guided it. To obtain Analyze and determine the services offered for the clientele during feedback, an important round of individual and group transition and while waiting for a bed in a long-term care facility. consultations with first-floor staff was undertaken. Progress reports and an action/evaluation plan were then prepared. The Adapt the physical and organizational environment of SBH so that reorganization was launched in the project’s fi nal quarter. it meets the functional needs of the clientele. Documents on organizational environment adaptations were produced during the last quarter. A survey of staff members who had been involved Partners in the adaptations was carried out. A big manual was prepared capturing the “collective memory of the project:” its history, scientifi c Hôpital Jeffery Hale and Saint-Brigid’s Home Inc. Corporation; underpinnings, evaluation elements, guidelines and action plans. Holland Centre; Voice of English Quebec; Central Quebec School Board; Two time-analyses of nursing activities were also done. Anglican Diocese; CSSS Québec-Sud; CSSS Québec-Nord; Agence de développement de réseau locaux de SSSS de la Capitale; Centre Jeunesse The project also saw progress being made towards adapting the de Québec Institut universitaire physical environment of Saint Brigid’s Home. Existing installations were reviewed with regards to their adaptability to current and future clientele and adherence to current and projected codes. A Budget: $187,329 report with recommendations and fi nancial feasibility scenarios was then deposited with the Agence de la Capitale-Nationale.

CHSSN 41 Saguenay Lac-St-Jean Region 02

PROJECT TITLE ACCESSIBILITY TO STANDARDIZED CRISIS INTERVENTION SERVICES FOR ENGLISH- SPEAKING CLIENTELE: TRANSLATION AND NETWORK IMPLEMENTATION OF FRONT-LINE SOCIAL Project Number 107 Program: Info-Santé Promoter CSSS de Lac-Saint-Jean-Est (anciennement Piekouagami) PROJECT REPORT Address Complexe Jacques-Gagnon 100, rue Saint-Joseph NOTE: The provincial Info-Santé was in the process of reorganizing its services Alma (Québec) G8B 7A6 during this project period. As a result, through extensive collaboration with Project Manager(s) Annie Poirier Info-Santé, all seven CHSSN Info-Santé projects, including the one discussed here, were modifi ed to fi t within this reorganization. Therefore, activities Email [email protected] and results highlighted here may differ from objectives originally identifi ed. Telephone 418.668.6633 ext. 827 The CSSS de Lac-Saint-Jean-Est promoted this project focused Fax 418.668.3301 on English-language crisis intervention and front-line services. The project dovetails with the Ministère de la Santé et des Services sociaux du Québec (MSSS) initiative to structurally Project Objectives integrate the Info-Social/Urgence-Détresse telephone service with Info-Santé’s, and make it fully accessible to all Quebecers. Develop expertise in front-line social services so that standardized telephone reception, evaluation, orientation, referral (AEOR) and crisis Central to the initiative was producing English versions of intervention can be offered to the English-speaking clientele. intervention guides and other materials that Info-Social staff use Promote the deployment of expertise across all of Quebec with as they provide emergency psychosocial telephone services. It continuous coverage (24/7). was an ambitious and complex translation endeavour. Working in collaboration with a translation company was a team Promote expertise within the network to enable the conclusion of including social workers offering subject expertise, Publications service agreements in areas where the English-speaking clientele is Québec providing technical support, linguists, and a bilingual not being adequately served. reading group. Translation guidelines were prepared. The texts Promote consultation and co-operation to achieve increased accessibility under translation underwent clinical validation. Citations were to front-line services for English-speaking clientele. researched and validated, especially in the case of materials originally published in English. Additionally, copyright issues were submitted for legal analysis and drafts were reviewed for Main Activities language quality, content and conformity to copyright laws.

Phase I: The project also involved preparing related English-language Translate the emergency and non-emergency crisis intervention guides training courses on the following subjects: implementing Info- into English for the English-speaking clientele including a linguistic, Social services; crisis and clinical intervention; Bill 38 (regarding clinical and secretarial revision. clients representing a danger to themselves and others); using Phase II: the intervention guides; and orienting new staff members. Allow the emergency and non-emergency crisis intervention guides to be adapted for CLSC reception, evaluation, orientation and referral (AEOR) and Info-social services. Partners Phase III: CLSC services provided by bilingual staff; CLSCs in the territories Increase expertise in the network by concluding service agreements with where inter-regional agreements are to be developed; English regions not covered by front-line services in English; Implement a organizations and associations follow-up committee composed of members of the provincial consultative forum whose mandate would be to verify and validate the impact of the project on the English-speaking community; Publicize the telephone Budget: $670,000 crisis intervention services available on a continuous basis (24/7) to the English-clientele using advertising targeting this community; Provide the translated guides to the targeted institutions front-line.

42 CHSSN Acronyms

ADRLSSSS Full name: Agence de développement de réseaux locaux de services de santé et de services sociaux Translation of name: Local health and social services network development agency What is it? These agencies succeeded the regional health and social services boards. Their mandate is “to establish an integrated services organization in [their] area of jurisdiction.”

Agence – See ADRLSSSS

Cegep Full name: Collège d’enseignement général et professionnel Translation of name: General and vocational college What is it? A post-secondary college offering pre-university academic programs and vocational programs preparing students to enter a technical profession.

CHSLD Full name: Centre d’hébergement de soins de longue durée Translation of name: Residential and long-term care centre What is it? These institutions “offer services, on a temporary or permanent basis, to adults, particularly elderly persons, who, by reason of loss of functional or psychosocial autonomy, can no longer live in their natural environment.”

CHSSN Full name: Community Health and Social Services Network Translation of name: Réseau communautaire de santé et des services sociaux What is it? “The network of community organizations, resources and public institutions striving to ensure access to health and social services in English for Quebec’s English-speaking communities.”

Continued on the next page CHU Full name: Centre hospitalier universitaire Translation of name: University hospital centre What is it? A hospital centre operated by an institution which, in addition to carrying on the activities inherent in its mission, offers specialized or highly specialized services in several medical disciplines, evaluates health technologies, participates in medical education […] and manages a research centre or research institute….”

CLSC Full name: Centre local de services communautaires Translation of name: Local community service centre What is it? CLSCs “provide front-line health and social services in their facilities, or in the persons’ own environment, in school, at work or at home.”

CSSS Full name: Centre de santé et de services sociaux Translation of name: Health and social services centre What is it? Established in mid-2004, these local service networks combine the forces of CLSCs, CHSLDs and community hospitals within a given territory.

MSSS Full name: Ministère de la santé et des services sociaux (MSSS) Translation of name: Ministry of health and social services What is it? The Quebec health and social services ministry.

1270 chemin Ste-Foy, Suite 2000 Quebec, QC G1S 2M4 Telephone: (418) 684-2289 Fax: (418) 684-2290 Email: [email protected] www.chssn.org