2022 Edition

Refugee Resettlement Services (CA-RRS) 3: Outreach

Effective, culturally-competent outreach strategies connect potential service recipients with accurate, timely information about community resources and service availability and eligibility.




Refugees acquire the cross-cultural information, skills, and social support network needed to gain stability, make a positive personal and social adjustment, maintain family connections and well-being, and achieve educational, economic and civic participation goals.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for tracking information on needs and available resources
  • Outreach materials
  • Schedule of public awareness activities for the previous 12 months
  • Interviews may include:
    1. Program director
    2. Relevant personnel


CA-RRS 3.01

The organization provides accurate information about service eligibility and availability directly and in cooperation with community partners.


CA-RRS 3.02

To prioritize, target, and plan effective outreach efforts and activities, the organization tracks local, regional, and provincial information on:
  1. areas of greatest needs; 
  2. available services, including public assistance programs, available to refugees and their families; and
  3. access barriers for refugees.


With regard to element (b), organizations should ensure that individuals conducting outreach stay current on the eligibility requirements, time limitations, and specialized assistance programs, including public benefits, of any public assistance programs that are available irrespective of immigration status. 


CA-RRS 3.03

The organization’s outreach activities address cultural barriers, lack of familiarity with community resources, and communication difficulties that can prevent the pursuit of needed services and supports.
Examples: Factors to consider when conducting outreach activities can include: migration experiences, source country conditions, ethnic and religious affiliations, socioeconomic and educational backgrounds, preferred language, fear of authorities, and limited understanding of how to pursue health and education services. 


CA-RRS 3.04

The organization participates in public awareness activities that promote community acceptance and integration.
Examples: Events where organizations can act as a resource and share information include: local health fairs, ethnic social and recreational activities, employment and housing information meetings, and community meals or gatherings for fellowship.