Project Title:South Etobicoke Coordinated Local Access to Services and Supports (SECLASS)
Location: South Etobicoke, Toronto, ON
Duration: 9 months from contract signing
Reports to: SECLASS Steering Committee
Background
The South Etobicoke Coordinated Local Access to Services and Supports (SECLASS) project aims to enhance the accessibility and coordination of services for unhoused and precariously housed community members in South Etobicoke. The SECLASS initiative is grounded in a community mobilization approach and seeks to address key barriers faced by marginalized populations, particularly seniors and refugee claimants, in accessing essential services such as housing, food security, health support, and employment.
In 2023, the South Etobicoke Cluster (SE Cluster) agencies struggled with a surge in demand for collective response services, including challenges in the areas of homelessness and affordable housing. The lack of a dedicated systems navigation and design structure hindered the agencies’ capacity to respond to evolving community needs. SECLASS seeks to establish a coordinated, sustainable response plan that will streamline service delivery, improve collaboration across sectors, and ensure cultural relevance and timeliness of services.
Objective
The primary objective of the consultancy is to design and implement a Coordinated Response System (CRS) that minimizes client effort, strengthens collaboration between agencies, and enhances access to critical services for unhoused and precariously housed individuals in South Etobicoke.
A Coordinated Access System (to Housing and Supports) is designed to streamline the process for people in need of housing services to access the support they need in an efficient and effective manner. Service providers work collectively to achieve shared outcomes. It involves steps like standardizing the intake and assessment processes, sharing information in real-time, and adopting uniform prioritization and referral processes.
This consultancy involves working with the SECLASS Steering Committee to design the Coordinated Access System (CRS) and support the development of inter-agency coordination tools for its smooth functioning. The consultant will also oversee the CRS’s piloting, while collaborating with partner agencies to gather feedback, evaluate the system, and develop a sustainability plan. They will also train the SECLASS team on the system and produce a final manual that details the internal and outward-facing processes of the CRS.
Scope of Work:
The System Design and Implementation Consultant will be responsible for the following:
Phase 1: Systems Mapping
- Develop/finalize workplan and budget allocation.
- Conduct a systems mapping: Engage with SE Cluster agencies and stakeholders to map existing service pathways, client needs, and available resources. This will involve:
- Meeting the agencies that serve South Etobicoke to conduct key informant interviews/focus groups;
- Review of the spectrum of services available in South Etobicoke and service gaps;
- Meeting a selected number of beneficiaries to map their needs and service access journeys;
- Development of a resource repository that lists all available services and how they can be accessed.
Phase 2: Development of the CRS
Develop a coordinated response system (CRS): Informed by the above and sector experience, design the CRS, clarifying, among others:
- service pathways
- physical intake points
- triage process
- referral process
- feedback loops
- client service timelines
Phase 3: Support other resources and tools development
- Support internal protocols development: In collaboration with the SE-CLASS Steering Committee, support the creation of internal protocols such as privacy and information-sharing protocols, outreach strategy, etc. to facilitate smooth inter-agency collaboration and increase awareness of the available services and resources.
- Support the creation of client resources: Support other SE-CLASS staff with developing clear, accessible, and culturally sensitive materials, such as infographic(s) outlining the service pathway, flyers and other printed materials for outreach, and a webpage and social media content to facilitate digital engagement and information access.
Phase 4: Implementation and Testing
- Oversee the piloting of the CRS: Ensure the system’s functionality and address challenges and bottlenecks.
- Training of agency staff: Manage staff training on the CRS, ensuring that agency staff are well-prepared to operate the system.
- Collaborate with agencies to collect feedback: Work closely with SE Cluster agencies to evaluate the system’s effectiveness and identify areas for improvement.
- Collaborate with agencies to develop a sustainability plan: to ensure the long-term operation and success of the CRS.
- Produce a manual on the above that outlines the CRS process, tools, etc.
Deliverables
The consultant is expected to deliver the following:
- A resource repository of detailed services and how they can be accessed (systems mapping)
- A Coordinated Response System (CRS)
- A manual detailing the process of the CRS, and including internal tools developed with the SECLASS team (MoU, privacy protocol, outreach strategy) with all documents and infographic(s) developed with the SECLASS staff.
- Staff training materials and records.
- A sustainability plan for the CRS.
Consultant Role and Relationship with Stakeholders
The lead agency for the project is Arab Community Centre of Toronto, a member of the SE Cluster and the SECLASS workgroup. SE-CLASS will provide oversight and give direction.
The Consultant will meet regularly with the SE Cluster and SECLASS workgroup to check in on project progress and obtain input and feedback.
Consultant Profile
The ideal candidate will have:
- Experience in systems design and implementation for social service delivery, particularly in housing, homelessness, or community service sectors.
- Experience in service pathway development, client referral systems, inter-agency collaboration, etc.
- Strong project management skills with the ability to manage complex multi-stakeholder processes.
- Knowledge of privacy legislation and experience developing information-sharing protocols is an asset.
- Experience in developing culturally sensitive and accessible client resources is an asset.
- Familiarity with the social services landscape in South Etobicoke or similar communities is an asset.
Compensation
The compensation range for this consultancy is between 40,000 to 47,000 CAD.
Proposal Submission
- A resume or description of your experience, your qualifications and, if applicable, your company’s team members, to help us determine why you are the right person/organization
- Portfolio and examples of previous similar work
- An example of a report and executive summary prepared by the applicant
- A detailed work plan and financial proposal
- Names and contact information of two references for whom the applicant has completed relevant projects
Interested consultants are invited to submit the above [email protected] by Feb 28, 2025.