Client Spotlight: Immigrant Services Calgary Grand Re-Opening of Offices

Congratulations to our client – Immigrant Services Calgary (ISC) – on the grand re-opening of their renovated office space in downtown Calgary. Finley & Associates are proud and grateful to have worked alongside ISC and their valued partners to build Gateway – the preeminent source of support for newcomers working to achieve their hopes and dreams, build lives, raise families, and contribute to the community here in Calgary, their new home.

Transformation led by the Finley Team:

✓ Redesign and market roll-out of a profound transformation of the way ISC addressed its client base. This transformation required multi-functional process redesign of client intake; embracing a cloud-based Client Relationship Management (CRM) system; web-enabled, multi-lingual intake procedures; and assignment of client services to remotely located staff.

✓ Creation of a Knowledge Hub in partnership with the Faculty of Social Work at the University of Calgary, and supported by close to $1M in Mitacs funding.

Hyder Hassan (former CEO, ISC), Rhona Delfrari (Board Chair, ISC & Chief Sustainability Officer & Executive Vice-President, Stakeholder Engagement, Cenovus Energy), Shirley Philips (Interim CEO, ISC), and Donna Finley.

✓ Envisioning a strategy for sector collaboration and stakeholder engagement to better position the sector to support meaningful outcomes for newcomers.

✓ Capacity building to shift the ‘culture/approach’ through coaching and implementation support for change management best practices including: holding effective meetings; development of internal core messaging for staff and partners; development of frequently asked questions to elevate consistency/clarity in communications; escalation pathways/feedback loops for ongoing two-way information flow; stakeholder engagement approaches to strengthen shared understanding, engagement, adoption and collaboration as well as create forums for efficient input and decision-making.

✓ Redesign of 4 floors of space in downtown Calgary to reflect the refreshed Vision and Mission of the organization, including a unique corporate partnership with BMO, who constructed a branch on the main floor of ISC’s Welcome Centre.

✓ Leadership mentoring, functional and organizational design, development of job aids/workflow maps, staff training and reference materials development.

✓ Led co-development of Gateway’s newcomer-centric brand experience, reflecting an elevated collaboration of service partners for a connected and navigable newcomer-led journey. Work included positioning, messaging development, terminology changes, development of branding elements (logos, taglines, colour palette, brand guidelines, co-branding guidelines for partners), internal support for understanding and adoption of brand transitions and deployment, and inputs to reflect the defined brand experience in the office space redesign.

About Gateway

Gateway, the first of its kind in Canada, creates a personalized roadmap empowering each newcomer through their unique journey, connecting them to the right programs and services to reach their goals—and build the life they’ve been envisioning.

Learn more:

Darrell Majdell, Director of Operations, Prairie Central Region at BMO Bank of Montreal and Donna Finley.
John MacAulay, Regional President at BMO Bank of Montreal and Donna Finley.