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.
The pilot phase is now underway with 5 organizations set to receive comprehensive support from ACCES to select, adopt, test, and refine digital messaging tools as part of their client communication strategies.
Organizations across Ontario will benefit through several knowledge-sharing opportunities, such as:
- Practical tip sheets and resources
- Articles and insights highlighting key learnings
- Live webinars and events to explore tools, approaches and applications
- Access to shared templates and guidance to support independent adoption
These resources are designed to help organizations explore and implement digital messaging at their own pace, informed by real experiences from across the sector.
Let us know if you’re interested!
We’ll be updating this page as resources get created and events get scheduled. However, we will add you to our mailing list to be notified of these offerings, if you fill out the SEND Project Interest Form.
We look forward to hearing from you.
