Ten years ago, CCIS launched the Cultural Brokerage Program with a bold vision: to bridge the gap between Children and Family Services (CFS) and immigrant families through culturally informed support. Pioneering and first-of-its-kind in Canada, this innovative initiative has since been nationally recognized by Pathways to Prosperity as a model for newcomer settlement and integration. Over the past decade, it has touched the lives of over 7,000 families—providing a vital link to resources and fostering mutual trust in a system that can often feel unfamiliar to newcomers. Its CARF accreditation further underscores the program’s commitment to rigorous quality standards and continual improvement.
In recognition of this milestone, our Maysoon Ismail sat down with Noureddine Bouissoukrane—Program Manager—to discuss the program’s evolution, achievements and future aspirations. Here, he shares insights on how Cultural Brokers are transforming family services and helping immigrant families thrive in Alberta.
Maysoon: Can you tell us what the Cultural Brokerage Program is and its significance for immigrant families?
Noureddine: The Cultural Brokerage Program serves as a vital bridge between Children and Family Services (CFS) and immigrant families involved with CFS. Our Cultural Brokers facilitate communication between these families and CFS, helping the families understand system expectations and connecting them to cultural and professional services to address safety concerns. Their work prevents cultural misunderstandings, ensures clear communication and fosters trust between immigrant families and CFS professionals. This is particularly important in the CFS context, where cultural misunderstandings can have serious consequences for children and families.
Maysoon: You mentioned Cultural Brokers as key players in the program. Could you tell us more about who they are and how their expertise benefits immigrant families?
Noureddine: Cultural Brokers are integral to bridging the gap between immigrant families and CFS. They bring specialized knowledge that helps families navigate cultural, linguistic and systemic barriers. This expertise enables families to access the support they need and ensures the process of working with CFS is more effective and seamless.
Maysoon: Can you explain the specific services that Cultural Brokers provide in their role as a liaison between families and CFS? How do they build trust and facilitate communication between families, service providers and caseworkers?
Noureddine: Our Cultural Brokers provide a wide range of services, including:
- Cultural Interpretation
- Education on Canadian Systems
- Court Support
- Case Logistics
- Follow-Ups
- Family Violence Support
- Interpretation & Translation
- Consultation with CFS Workers
- Information Gathering
- Referral to Community Resources
- Assistance in Accessing Community Resources
Through these services, brokers help build trust and facilitate clear communication by ensuring that both families and service providers understand each other’s perspectives, needs and expectations.
Maysoon: Could you elaborate on the program’s approach to settlement and integration, and how it helps address various challenges immigrant families may face?
Noureddine: The program emphasizes a holistic approach to settlement and integration. By addressing settlement issues such as finances, housing and mental health, Cultural Brokers ensure that families are set up for success. By tackling these foundational challenges, the likelihood of future concerns with CFS is greatly reduced, and families are better equipped to thrive.
Maysoon: Looking back on the past 10 years, could you share some of the program’s key achievements and what you feel has contributed to its success?
Noureddine: Over the past 10 years, the Cultural Brokerage Program has helped more than 7,000 families (20,000 clients). Our strong relationship of support and trust with CFS is a testament to our success. One of our proudest achievements is the fact that CFS allows our brokers to work directly from their office space, reflecting the mutual trust we’ve built. The program is also accredited by CARF, ensuring that we uphold high standards in our work. All of our brokers possess educational backgrounds related to CFS, which further enhances our credibility and effectiveness.
Maysoon: How do families access the program?
Noureddine: Families do not directly approach us; all referrals come through CFS. Once a referral is received, the CFS worker and Cultural Broker meet with the family to introduce themselves. After assessing the family’s needs, the broker shares this information with the CFS worker and takes guidance on how best to support the family. This collaboration allows for the most effective help to be provided.
Maysoon: Could you share more on the Family Violence Counselling component of the program and its impact on newcomer families?
Noureddine: Our Family Violence Program offers vital services, including:
- Awareness of family violence (types of abuse)
- Understanding the impact of family violence on child development
- Promoting healthy family relationships and communication
We also offer calm-down sessions and cool-down apartment spaces for families in need.
Maysoon: What role does cultural education and community outreach play within the Cultural Brokerage Program, and how do you engage with government bodies and service providers?
Noureddine: The Cultural Brokerage Program engages the broader community by providing cultural awareness to government bodies and service providers. We facilitate cultural interpretation and attend CFS orientation sessions to raise awareness of our roles. Additionally, we participate in professional networking meetings to share our cultural perspectives.
Maysoon: What are your thoughts on the future of the Cultural Brokerage Program, and how do you envision it evolving to continue supporting both CFS and immigrant families?
Noureddine: Looking ahead, the Cultural Brokerage Program remains committed to supporting both CFS and immigrant families. Our goal is to continue advocating for families and helping them understand the roles and expectations of CFS while guiding them through Canadian systems and community resources.
Maysoon: Final Thoughts
Noureddine: For immigrant families, the most important takeaway from the program is that they are heard and supported appropriately. The Cultural Brokerage Program has been one of the most successful partnerships with the Government of Alberta’s Ministry of Children and Family Services, helping over 7,000 families build healthier relationships with CFS. We are proud to have made a positive impact on families’ lives over the past decade.
Learn more about our Cultural Brokerage Program here: https://ccisab.ca/cultural-brokerage-program/
