ACCES Employment has launched the SEND (Supports to Engage Newcomers Digitally) Project — a new Ontario initiative helping newcomer-serving organizations add messaging platforms like SMS, WhatsApp, Telegram, Signal, and Facebook Messenger to their client communication toolkit.
The project responds to a growing challenge across the sector: newcomers are highly active on mobile messaging apps, yet most service providers still rely on email and phone calls. By integrating these platforms alongside traditional channels, organizations can reduce missed appointments, boost engagement, and reach clients in ways that feel natural and accessible. It also opens new possibilities to connect with prospective clients who may not otherwise be aware of or find the services they need.
Why this matters
Newcomer communication has already shifted — service delivery hasn’t.
- In 2025, 58% of participants use their cell phones to look up information about settlement services, whereas in 2024, computers were the preferred device.
- Facebook, Instagram, and WhatsApp are the leading social networks among newcomers.
- WhatsApp stands out as a key platform for newcomers, who are almost four times as likely to use it compared to the Canadian-born population (73% vs 19%).
(Source: Media Technology Monitor, 2025).
What the SEND Project offers
The SEND Project is being rolled out in phases–– beginning with sector research, followed by pilot testing, and finally an opportunity for organizations to integrate digital messaging into their service delivery.
During the pilot phase, a select group of organizations will work directly with ACCES to adopt, test, and refine digital messaging tools as part of their client communication strategy. In the final phase, a broader group of organizations will receive lighter-touch supports, gaining access to resources, guidance, and shared learnings to help them explore digital messaging at their own pace.
Participating organizations will receive:
- A needs assessment to determine the right digital messaging tools for their clients and service model
- Training on using digital messaging tools safely and effectively
- Platform setup support (e.g., WhatsApp Business, Telegram Channels, Meta Business Suite)
- Guidance on compliance, consent, and protecting client data
- Practical templates and implementation resources to guide staff training and boost adoption
Who can participate
- Organizations based in Ontario
- Must serve newcomers (employment, settlement, community services, etc.)
- Ideal for teams looking to strengthen outreach, program retention, or real-time support
Register your organization
Ready to express interest?
Start by completing our SEND Project Interest Form
If you have any questions, you’re welcome to reach out to Raji directly at:
📩 [email protected]
