Blog Post

How do you feel your organization is doing when it comes to transitioning to a hybrid service delivery model (survey results)?

Earlier this year, Jennifer Chan and I surveyed the Canadian immigrant and refugee-serving sector to find out how you are doing, both individually and organizationally. This was a follow-up from our 2020 survey. In the coming weeks I'll be posting our survey results, which we'll then compile into a report of sorts, and share the raw data.

Our original survey had 166 responses. This time around we only managed to get 103. While the number is low, the data is useful and aligns with much of what we've seen in other similar surveys and reports. I believe it is still significant and worth sharing. Many thanks to the 58 front-line workers and 45 organizational leaders who took the time to share their insights.

In today's post, How do you feel your organization is doing when it comes to transitioning to a hybrid service delivery model?

I've been asking this question as an icebreaker in many sessions over the past few years. The source of this scale is from The Moment’s Disruption Canvas, which I found early on during the pandemic and found a really great way to quickly get a sense of where folks are.

Poll/survey participants could choose from:

Surviving - Getting by; doing what we need to, using digital tools; focused on short-term goals; talking about remote work, Newcomer involvement

Striving - Planning & talking about how work is changing; medium-term goals; planning remote work, how Newcomers can be involved in service design

Thriving - Hit our stride, hybrid service strategy; long-term goals; implementing remote work strategy, Newcomers involved in service planning

In most sessions, participants typically landed in Striving. Here are a few examples:

Other workshops I haven't recorded revealed a similar pattern.

Our survey continues to capture that same trend. While I would say that more organizations feel they have moved into the thriving stage, the vast majority feel they are surviving or striving.

In our survey, here is what front-line practitioners told us:

Forms response chart. Question title: How do you feel your organization is doing when it comes to transitioning to a hybrid service delivery model (hybrid services defined as a combination of in-person and online/remote service delivery)?. Number of responses: 58 responses.

And what organizational leaders indicated:

Forms response chart. Question title: How do you feel your organization is doing when it comes to transitioning to a hybrid service delivery model (hybrid services defined as a combination of in-person and online/remote service delivery)?. Number of responses: 45 responses.

It is significant as we lead up to IRCC's national call for proposals that less than one-third of responses indicate a sense that the organization is thriving. It is also interesting to note that this number has not changed since 2020, when I first asked the question in a large national webinar. I can't compare those definitively since it's not the same group of people. But it is interesting.

It's also interesting that not much seems to have changed from our 2020 survey. As I'll share in my next post, most are making it work, but there are struggles and uncertainty.

This information sets the tone for the rest of the survey, indicating the state of our sector's shift to hybrid service delivery, and even hybrid work.

More to come soon.

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