Exploring opportunities to enhance social service access among LGBTQ+ refugee claimants in Waterloo Region, Ontario

Abstract

Background: The number of refugee claimants in Canada is increasing. These individuals have applied for refugee status but have not yet received a decision from Immigration, Refugees and Citizenship Canada [IRCC]. Due to their lack of official status, they encounter significant barriers when accessing Canadian social welfare systems. LGBTQ+ refugee claimants experience additional marginalization. Limited linking social capital, defined as restricted connectivity to formal support structures, represents a key barrier. In response to these challenges and the lack of current research on LGBTQ+ refugee claimants' access to social services, this study seeks to examine: (1) how LGBTQ+ refugee claimants navigate settlement, legal, employment, and health services in Waterloo Region, Ontario; and (2) which strategies may mitigate barriers to social support and strengthen linking social capital for LGBTQ+ claimants in this region. Methods: A qualitative research design was used, employing snowball sampling to recruit (n=8) refugee claimants. Semi-structured interviews were conducted to examine how claimants navigate social welfare systems and to assess their need for formal social support. The research was grounded in narrative inquiry to capture participants' experiences. Thematic analysis of the transcribed data was performed using an inductive-deductive approach. Results: Participants faced barriers in accessing and navigating social services. Social identity stressors, such as racism, LGBTQ+ vulnerability, and stigma, impeded service engagement. Institutional challenges included limited information, delayed responses, language barriers, and financial instability. As a result, claimants often self-advocated and relied on informal peer networks. Most participants indicated a strong preference for more robust connections to formal support systems. The study identified five primary strategies to mitigate barriers to social support: (1) utilizing professional referrals as a legitimizing mechanism; (2) positioning caseworkers as trusted navigators; (3) ensuring social support systems acknowledge individuals’ identities to reduce stigma and related barriers; (4) fostering trust through consistent professional relationships to address previous exclusion; and (5) implementing proactive social support to minimize wait times and provide timely responses to institutional delays. Contribution: The study was conducted during a period of significant social change, including the introduction of Bill C-2 and Bill C-12, stricter immigration policies, and unsafe environments for LGBTQ+ individuals in Waterloo Region. It underscores the urgent need for communities to take concrete action in creating solutions that protect the well-being of refugee claimants. By centring LGBTQ+ perspectives, this study fills a critical gap in social service research and supports the development of more inclusive and effective services. The findings urge social service providers to champion proactive efforts to advance inclusion and health equity for LGBTQ+ refugee claimants.