Researchers and policy experts advocate for a hybrid approach to AI in Canadian settlement services, emphasizing that technology should support human workers rather than replace them.
Key facts
- •In the 2024–25 period, over 550 organizations provided settlement services to more than 690,000 newcomers in Canada outside of Quebec.
- •The federal government's AI Strategy for the Federal Public Service 2025–2027 promotes human-centered and secure AI adoption.
- •Statistics Canada reported that 45% of individuals with disabilities or long-term conditions encountered barriers to online activities in 2024.
- •Paid immigration or citizenship advice in Canada must be provided by authorized representatives, such as lawyers or licensed consultants.
- •Experts argue that AI should be used for information, navigation, and training, but not as a substitute for human judgment in complex social services.
Canada's settlement services, which assist hundreds of thousands of newcomers annually, are increasingly adopting digital tools. Experts argue that while AI can improve efficiency and access to information, it must be implemented as a supportive tool for staff rather than a replacement for human judgment and professional care.
By the numbers
Potential Benefits of AI Integration
AI systems could assist settlement agencies by handling routine inquiries, such as providing information on language classes, food banks, or legal clinics. By automating administrative tasks like scheduling and referrals, AI may allow staff to focus on more complex, high-need cases. Additionally, AI could support newcomers through resume preparation, mock interviews, and language learning tools, particularly for those with irregular schedules or limited access to in-person services.
Risks and Accessibility Challenges
The integration of AI faces significant hurdles, including concerns over digital literacy, broadband access, and privacy. Research indicates that assuming digital services are inherently accessible is problematic, especially given that 45% of people with disabilities or long-term conditions faced barriers in online activities in 2024. Furthermore, there are critical risks regarding legal and immigration advice, where AI must not replace authorized representatives, as incorrect information could have severe consequences for a newcomer's status.
A Hybrid Model for Future Services
The recommended approach for Canada is a hybrid model that utilizes AI for navigation and basic triage while maintaining human expertise for trauma-informed care, legal referrals, and emotional support. Because settlement work is fundamentally relational and built on trust, experts suggest that agencies should prioritize human-centered design, ensuring that technology serves to strengthen, not diminish, the quality of support provided to newcomers.
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This article was independently rewritten by ManyPress editorial AI from reporting originally published by Phys.org.
