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In presentations and meetings about developing digital/hybrid services in the Immigrant and Refugee-serving sector, I often point out that we can borrow much from other sectors that have already done far down this path. In particular sectors with regulatory frameworks, where getting it right isn't an option, it is expected. It's based on ethical frameworks and standards, as well as laws around things like personal health information, etc.

The CIO Strategy Council, Tamarack Institute, and NTEN, alongside numerous collaborators, have been working on the possible creation of a Canadian Centre for Nonprofit Digital Resilience. The goal is to equip nonprofits with the talent, tools, and processes to thrive in a digital and data-driven world.

The September 2021 Responsible Tech Summit focused on reducing the harms of technology, diversifying the tech pipeline, and ensuring that technology is aligned with the public interest.

In this September 28, 2021 NetHope session, participants learned about Artificial Intelligence (AI) and Machine Learning (ML) and how to incorporate AI/ML into nonprofit programs and projects.

On October 28, 2021, HelpSeeker hosted this panel discussion on the current state, opportunities, and risks inherent in using advanced technologies, such as Artificial Intelligence and Machine Learning, to measure, predict and drive social change.

During some work a few years ago on the digital messaging practices of immigrant and refugee-serving organizations and newcomers, I came across some really interesting research that just struck me as a great model. Building from this Smartphone Evaluation Framework theory, I proposed a similar Digital Messaging Evaluation Framework.

In a hybrid service delivery model with baseline capabilities and competencies, each Frontline Practitioner, Manager, Director, Executive Director/CEO, and newcomer should have the same understanding of what a baseline hybrid service delivery model can offer. Consistency is key. SPOs can exceed this baseline, developing solutions beyond and above the baseline. They may have internal resources, or be connected to external resources (possibly shared among other agencies) to ensure that they have the capacity to provide an expected level of hybrid service delivery.

Sectors and organizations are increasingly being asked to create their own data ethics standards, practices, and procedures. Organizations require the skills to gain meaningful insights from data in order to unleash the strength of data. Measuring service delivery outcomes in a hybrid service model practice requires a different lens than simply the quantitative one.

Our preliminary report identified that settlement practitioners gradually acquired digital technology knowledge and integrated digital skills into service delivery. Digital literacy is a foundational skill that must be developed in a hybrid service delivery model, alongside established skill sets. This section reviews the discussions and available digital literacy frameworks to enhance support to digital inclusion in the sector.