In conversation with ... Zohra Gillani, a Settlement Worker in Schools (SWIS), who works out of David & Mary Thomson Collegiate Institute and Cedarbrae Collegiate Institute in Scarborough. She is employed by the Catholic Cross-Cultural Services, a partner in the Settlement and Education Partnership in Toronto (SEPT).

What's your typical day like?
My typical day is very busy. We begin by connecting via email -- I do not work out of one office and it is very important to stay [in touch] with my supervisors, co-workers and the school staff I work with. We look at what clients we need to see based on a referral from staff or appointments we had given out. [My appointments or tasks] may include calling parents on behalf of schools, attending meetings, researching and collating information ... or preparing for presentations. We provide information and referral to clients and this could include follow-ups.

Sometimes we are heavily, heavily involved with projects at school sites. June's been crazy [with us] doing year-end reviews. I've also been out a lot making presentation to adult ESL schools. Preparation for NOW (Newcomer Orientation Week) begins in March, so there are meetings and other preparations for this four-day event at the end of August.

What qualities does one need to be successful as a SWIS?
First of all [you need] excellent problem-solving skills and excellent time management skills. Second, you have to be patient. Third, you need to have a lot of empathy for the type of client you deal with. Fourth, [you need] an ongoing knowledge of community and government services. Then, you need to have knowledge of the education system and settlement services. You have to be fluent in English and a second language is considered a really great asset.

How did you get to where you are?
I have personally faced the challenges of adapting to a new country -- I have lived in a couple of countries besides my country of origin. I know what it feels like to try to fit in as a child and as an adult.

A degree in social sciences is definitely a plus. More [important] than education is the experience in the field working with the immigrant and refugee population.

I started as a volunteer at YMCA as soon as I came to Canada and was soon hired as a part-time staff member. I also worked at another agency as an employment counsellor -- but I felt that I was not doing enough. There were too many personal and environmental settlement issues [my clients were having] that I could not directly deal with. I met a few settlement workers and saw the type of job they did. I utilized my experience along with my education, and when this job came up, I applied for it. I felt I had found the field I was looking for.

What's the best thing about the job?
[The SEPT program] takes a well-rounded approach to helping people with their settlement needs. Because you’re helping people from so many points there’s an opportunity to learn, and to me, personally, that’s important. [I want to] develop personally and professionally. My satisfaction comes from helping people and empowering them, and here I get to do that. I do my work keeping my settlement worker’s hat on and trying to walk in the newcomer's shoes.

What's the worst thing about the job?
I can't really think of anything that's that bad. Moving around from school to school could sometimes get challenging for some workers; for me, personally, it's not a problem. (SWISs work at between two to five schools.)

What advice would you give to someone who wants to become a SWIS?
Be prepared to multi-task. Get hands-on experience by volunteering at agencies and organizations that deal with settlement services. A degree in social services is an asset. Be active in the community -- that's the best way to understand the experiences people go through.