Falling through the cracks: Client care coordination in a settlement agency

Refugees and immigrants require various services upon their arrival and throughout the settlement process in a new country. Service providers play a critical role in addressing the diverse needs of these populations, as newcomers often face barriers to accessing services. The purpose of this study was to explore how service providers in one settlement agency coordinated services within and outside the agency to support refugees and immigrants. To do so, we conducted an exploratory and descriptive qualitative study. Using a case study methodology, data were collected through three focus groups with 18 frontline service providers and two individual interviews with supervisors from a settlement agency in Edmonton, Alberta, to explore their experiences of coordinating services to support newcomer populations. The findings show that service delivery was significantly impacted by limited agency funding, as well as clients' language barriers, immigration status, and cultural differences. These factors limited service providers’ ability to coordinate services for refugees and immigrants, both within and outside their agency. Participants recommended more funding to hire additional staff, particularly an intake worker and language interpreters, and to engage with community stakeholders to connect with youth.