Surrey Libraries 2015Provincial Library Grants Report

Introduction

Surrey is the second largest municipality in BC with a population of 514,390. Its population is projected to increase by over 300,000 people in the next3 decades. Based on current projections,Surrey willhave a population approaching1 in4 residents of Metro Vancouver around the year 2046. (Source: City of Surrey Planning and Development)

Surrey is comprised of 6 town centres: Cloverdale, Fleetwood, Guildford, Newton, South Surrey and Whalley which includes the City Centre. There is a library in each town centre, with 2 libraries in South Surrey and Newton. Affordable housing is driving more newcomers and young families to the city. Similarly, the industrial base of the city is increasing as more firms move here to take advantage of lower land costs and to be closer to their workforce and clients. Attracting more businesses to Surrey has been a focus of the City. Growth in other areas of the city continues to escalate, notably Clayton and Grandview Heights, and preliminary planning for libraries in these areas is underway.Some quick facts:

1/3 of Surrey’s population is under the age of 18
1/10 of Surrey’s population is older than 65
30% of Surrey residents speak Punjabi at home
47% of the Surrey labour force are newcomers

Surrey Libraries digital literacy initiatives were highlighted in the city’s application for the Top 7 Intelligent Communities of 2015 by New York-based think tank Intelligent Community Forum (ICF). The ICF studies the economic and social development of the 21st Century community with a mandate to educate communities on how to build prosperous economies, solve social problems and enrich local cultures.

We were also awarded ‘Best Use of Taxpayer’s Dollars’ and ‘Best Place to take your children’ in the Surrey Leader Readers’ Choice Awards in November 2015.

Surrey Libraries 2015 Literacy Day Report, launched on September 8th, International Literacy Day, demonstrated thevalue of libraries. We found that the average Surrey Libraries’ cardholder realized a benefit of $610 in 2014. For every dollar in public funding Surrey Libraries received in 2014, it provided $7 in value to patrons.

Our libraries are busy! More than 170,000 kids and adults participated in programs in 2015 to enrich their learning and literacy.

Strategic Plan 2013-15

VISION: Where the power of knowledge inspires people to build a better future.

MISSION: We open doors to lifelong learning, information and ideas.

VALUES: We –

create welcoming spaces that are shared by all
connect people and ideas
engage the community
inspire creativity and innovation
take leadership in promoting the value of literacy and a love of learning
advocate for intellectual freedom

STRATEGIC OUTCOMES:

Expand opportunities for social engagement
Strengthen literacy supports as a tool to access learning
Enhance equitable access to learning opportunities
Improve capacity to support learning and creative experiences

Government Priorities, Goals, Programs and Services, Partnerships

LIBRARY PRIORITY 1: A focus on equitable access

Library Goal that supports the priority:In our strategic plan the overarching outcome is‘Equitable Access to learning opportunities and experienceswill be enhanced.’ This is supported by the specific goal in our 2015 Operational Plan, to “Review fines policy to reduce barriers and align with library values.”

Programs and/or Services that aligns with the priority:Access Card & Fresh Starts

The library began piloting a new type of library card, called an ‘Access Card’, aimed at reducing barriers to service. The card allows borrowing privilegesto patrons experiencing financial hardship or who are unable to provide proof of address/ID due to poverty, housing or difficult personal circumstances. Access Card patrons can borrow up to 5 items at a time and do not accrue late fees. Various systems are in place to ensure the material is returned. Alongside the Access Card pilot, another initiative called the ‘Fresh Start’ was launched. This initiative enables waiving of fines and charges for patrons facing financial difficulty on a one-time-basis and provides them with a ‘fresh start’. The programs were not marketed widely, but offered by circulation staff on a discretionary basis, and also promoted by outreach librarians.

Partnerships that support the priority:We collaborated with many local agencies that serve vulnerable populations. Surrey Food Bank, Umoja, Lookout Society, Fraser Region Aboriginal Friendship Centre, Night Shift Ministries, Ted Kuhn Towers (a local low-income seniors residence) were some of the places where staff dropped-in, offered story times, stocked a little free library, set up an information table, helped out, etc. Through these engagements with our partners, the library was able to identify people who may be good candidates for the Access Card or a Fresh Start.

Outcomes that were identified: From October 2014 to December 2015, 138 people registered for an Access Card. 60% of these cardholders were in the north of the city, where many of the partnering agencies are based and there is a higher incident of homelessness. During the same period 503 Fresh Starts have been given to Surrey patrons.

The card has been a great fit for some new to the concept of libraries. Umoja, who serve many African refugees that have lived in camps most of their lives, has found that the Access Cards gives their clients a “chance to get used to borrowing from the library (which is a very new experience), without being fined so badly. After a while they get the hang of borrowing, returning and not damaging the books.”

We found that several people had stopped using libraries due to historic charges on their accounts. By offering this service, barriers have been reduced and people now have access to information and services which eventually will help to lift them out of vulnerable situations. They have access to computers which can help them become connected with families and friends, or resources to help them look for work.

Some comments from staff include:

“We have a lot of people who sign up for cards that are in recovery homes, shelters or just out of prison. They sometimes have had a library card in the past that has a lot of fines or lost items on it. The Access Card/Fresh Start program is great as we offer a solution instead of another hurdle for them. We get a lot of positive feedback and it makes them feel respected and human!”

“We have a regular patron at our library who is on a very limited income. Once she told me that after paying her fines she couldn’t pay her electricity bill. We made her an access card. She now borrows happily without worrying about fines”

And from the public:“Thank you so much. I have no cable and now I can read or watch a movie.”

From a young mother of four: “My kids and I are so happy to be going to the library again”

From a self-confessed recovering addict: ‘Thanks to you I have a new addiction…the library”

In addition to supporting the government’s focus on equitable access, this initiative also supports the City of Surrey’s poverty reduction initiatives.

LIBRARY PRIORITY 2: Increased supports for education transformation.

Library Goal that supports the priority:In our strategic plan the overarching outcome is ‘Literacy supports will be strengthened as a tool to access learning and our capacity to support learning and creative experiences will be enhanced.”

Programs and/or Services that aligns with the priority:French Storytimes

Surrey has 20,400 French speakers (2006 Census) and it is 8th largest ethnic ancestry in Surrey. The French community here is vocal and vibrant. As a response to patron requests, in 2014 the library piloted French storytimes at one of its locations. Due to the success the pilot was expanded and we offeredFrench Storytimes at the Newton branch, targeted at preschool-Grade 4, for 6 weeks during Spring & Fall. The demand has been steady. We applied for and were successful in receiving a provincialgrant from the Francophone Affairs program to boost our FrenchLanguage Materials. We have created recommended reading lists in Bibliocommons, such as Great French Picture books and Getting Ready for French Immersion.

Partnerships that support the priority: We have collaborated with la Boussolato help create content and select materials. La Bousalla started in Vancouver as a community centre for homeless Francophones. They provide social and community services including health projects and job search assistance. Their Surrey office opened in 2012 to serve newcomers who chose to settle in this fast-growing city. Settlement, social, employment and community-based initiatives are available at this location. The library also connects with local schools,L’école Gabrielle-Roy, and daycares La Coccinelle, Wind & Tide French Preschool to promote the program.

Outcomes that were identified: Headlines appeared inCBC News Aug 27, 2015 regardingSurrey French immersion short students despite long-standing demand. Parents said new school is too far away despite long-standing fight for more French immersion. French-speaking familieswere appreciative of the story times offered by the library and many travelled from throughout the city to access the program. The support offered to parents and students outside the classroom is evident demonstrated by some comments received:

“My daughter has started learning French in Grade 5 and the French program in the library gave her more exposure to learn French language even though she missed two weeks. I wish we can have more of these. Thanks.”

“Caroline is really patient with the children who don’t understand French very much.I like that you repeat the French words until I get it.”

“Parents can learn new French words!”

“Parents can learn English”

“J’ai beacoup aime, je veux ammene mon petit fils.”(I like it, I want to bring my grandson)

“C’est bon qu’il y a une bibliothecaire qui parle francais.”(Good that there is a French-speaking librarian)

By identifying a gap and responding with a high quality value-added program, Surrey Libraries has played an important role in providing support to French students and parents outside the classroom.

LIBRARY PRIORITY 3: Support for the BC Jobs Plan by improving outcomes for job seekers in BC.

Library Goal that supports the priority:In our strategic plan the overarching outcome ‘Literacy supports will be strengthened as a tool to access learning’ and ‘Expand opportunities for social engagement.”

Programs and/or Services that aligns with the priority:Family and Youth Program with Ministry of Social Development

Surrey Libraries partners with the Ministry of Social Development (MSD) to offer a Family and Youth Program (FYP). FYP is led by a desire to positively change outcomes for vulnerable families and provides case management to income assistance recipients, aged 19-25, with children between 0-6, and to youth transitioning from a youth agreement to income assistance in Surrey. FYP participants are assisted in navigating the range of available services in working with community partners to strengthen access to programs and services. The library provides free space at the City Centre Library to host the program. We also offer a Monthly Community Connections event where we present information about library programs, offer a story time, run a Lego or crafts program, and even direct them to the free tax clinics workshops offered in partnership with DiverseCity.

Partnerships that support the priority:FYP has a holistic approach – leveraging the strengths of the whole community by working with organizations with similar mandates. Kwantlen Polytechnic University, City of Surrey Parks, Recreation and Culture, Options, Fraser Region Aboriginal Friendship Centre, Pacific Community Resources Services (PCRS), Ministry of Family Development, and WorkBC are some of the agencies that support this priority.

Outcomes that were identified: Although many positive outcomes were identified, a key one is how many families have found work as a result of this program. Through updating their skills (e.g. a library presentation on resources for job seekers, or a PCRS workshop on writing resumes), the participants have been able to build their employment skills. 70% participants have received library cards and 65% report use library programs regularly (based on monthly feedback from clients). Connections and referrals have also been an important part of the FYP. Data from MSD indicates that their highest enrollment numbers are in Surrey (compared to Vancouver, Kelowna, Victoria & Prince George where the program also runs). As of January 2016 in Surrey:

154 clients in the FYP are doing case planning with a worker
Most clients are females aged 21-25
130 clients have closed their files and left the program
52 families have found full-time employment
36 families have found part-time employment
21 families have left income assistance
46 referrals were made to Kwantlen Polytechnic University for their Free Adult Basic Literacy Program (a program in which the library and PICS are key partners)

This program began as a pilot in 2012 and has grown into a strong collaboration between agencies that are dedicated to improving outcomes for vulnerable families. Surrey Libraries is proud to support this initiative.

LIBRARY PRIORITY 4: A focus on collaboration between libraries and other partners.

Library Goal that supports the priority: In our strategic plan the overarching outcome is ‘Our capacity to support learning and creative experiences will be enhanced.” This is also supported with our goal in our 2015 Operational Plan to work more closely with settlement agencies through the Surrey Local Immigration Partnership Table.

Programs and/or Services that aligns with the priority:Settlement Workers in Libraries

As one of the fastest growing communities, Surrey attracts many newcomers and immigrants. The library offers English language learning collections, story times for children, basic computer classes, and other ways to help new families integrate into the community. However, it’s impossible to help newcomers without working collaboratively with other agencies, hence, Surrey Libraries partners with local settlement services agencies to offer specialized services. As libraries are open in the evenings and weekends, and considered welcoming spaces, this program allows settlement agencies to extend their reach by offering service outside their own traditional working hours at our City Centre, Strawberry Hill, Semiahmoo and Guildford Libraries.

Partnerships that support the priority:SUCCESS and Options are key agencies that deliver settlement services out of our branches.

Outcomes that were identified: Options settlement workers connected with 1401 people at our Guildford, Strawberry Hill, City Centre and Semiahmoo branches in 2015. In addition, workers from another agency, SUCCESS,provided settlement services to 593 people at our Guildford Library in 2015. They ranged from newcomers from India, China, Taiwan, Korea, Hong Kong, Vietnam, Iran and many other counties.

Based on feedback from SUCCESS they found that this service increased their clients’ knowledge about community-based services. Some had been in the country several years but still unaware of resources available to them. Clients also reduced their chance of isolation as they had a network to reach out for help. This is particularly relevant to seniors aged 65 or older, who made up 41% of clients seeking service. For almost the clients served (590) English was not their first language; hence, another outcome is that these clients can access library resources to help improve their English. An anecdote to highlight the power of working together:

“A Korean client had problem with senior bus pass and asked a librarian. The librarian brought him to the SUCCESS settlement worker on duty who helped the client to figure out the problem. Later the librarian told the worker that the client expressed his gratitude to the librarian and settlement worker. Though Surrey Libraries did not provide the service, everyone wins when the service is well integrated.”

Options notes how the library is a ‘very accessible, convenient and welcoming place for newcomers’. Many newcomers who were unaware of settlement services are able to access help now through a referral from library staff, or they see the sign in the library. Their client evaluation survey summaries indicated that a majority of clients were more aware of community and other resources to help them deal with settlement issues, had received appropriate information and services to address their settlement needs, had acquired knowledge skills and connections related to the Canadian work environment, and had better connections to communities and public institutions. A success story from Options:

“A recently arrived client was looking for a job. His friend received a flyer from Options regarding a Certification Workshop for engineers at the City Centre Library and emailed the information to him. He found the place easy to locate and accessible by public transportation so he attended. He continued to receive information and emails from Options, including information about ASTTBC project-based training. He registered for and completed the training and was recently hired for a job.”