Client Grievance and Complaint Procedure
PCRS’ Grievance and Complaints Procedure for Consumers of Service, their Family Members or Advocates, and Professionals Policy:
The agency respects the right of children, youth, adults, families and caregivers to be heard, informed and involved in decision making in matters affecting them. In keeping with this, all consumers of Pacific Community Resources services, and in the case of minors, their parents/guardians, have the right to grieve or complain about any Pacific Community Resources decisions impacting their lives.
Consumers of service will be informed of agency grievance procedure as part of their orientation to Pacific Community Resources services.
Allegations of misconduct, poor practice, or violation of clients’ rights by Pacific Community Resources personnel are to be reported to the program supervisor without delay. Complaints of physical or sexual abuse of children are to be reported to MCFD, and where required, licensing and/or the police. All other complaints will be investigated by the program supervisor.
Procedures:
At the time of intake/orientation, all consumers of service, and where applicable, their parent(s)/guardian(s), will be informed of their ability to express concerns or complaints. Refer to the handouts for Vancouver and Fraser Regions entitled “Grievance Procedure for Consumers of Pacific Community Resources Services”.
Staff should explain that consumers of service can grieve an internal decision or complain about an action by writing to or taking their complaint to any of the following:
• The person with whom they have the complaint
• A staff member with whom they feel comfortable
• The appropriate group meeting, if applicable
• The program supervisor
• The Executive Director or her/his delegate
Complaints should be as specific as possible, providing key information and facts. This will greatly assist the complaint resolution process. Parents, guardians, social workers, other professionals, and others representing a program participant have the right and are encouraged to voice their questions, concerns or complaints.
Consumers of service, family members, or other advocates have the right to request to have anyone they wish present as a support person when making a complaint.
It is the responsibility of the program supervisor to keep the senior supervisor and/or Executive Director informed of complaints and grievances.
As well, consumers will be informed of external routes of appeal available to them. At present, this may be accomplished by providing the brochure from the Office for Children and Youth. Staff will assist as necessary with any external review. In addition, children-in-care need to know that they can always contact their social worker, who may act as an advocate on their behalf.
Children/youth alleging misconduct, poor treatment, or abuse will be assisted in making the complaint in writing. Adults will be encouraged to put serious complaints in writing, and will be assisted if needed.
Allegations and significant complaints are considered “Unusual Occurrences” and reporting must follow the policy outlined in item G1.1 and G1.2 (PCRS Manual). All allegations of infringements of rights will be investigated by the program supervisor. This investigation will be documented, and a copy will be sent to the Executive Director. In addition, a copy of this report will be filed in the participant’s file, and in a central program file. If the content of the report is of a private personnel nature, it will be filed in the personnel file in accordance with the Collective Agreement and Personnel Policy, and it will not be filed in the consumer’s file.
The complainant is to be given a response within five (5) working days of their complaint being received.
The Executive Director is to be informed immediately (as soon as he or she can be contacted by phone or cell phone) of any serious allegations, including all allegations of physical or sexual abuse.
If the complaint involves one or more staff members, the staff member(s) involved will be informed as soon as possible that a complaint has been made. The person(s) being accused will be given the opportunity to respond to the complaint.
Per MCFD expectations: Complaints constituting criminal activity must be forwarded to the police and the crown; they should not be dealt with by the complaints process.
In addition, Pacific Community Resources is to inform the funder about complaints made regarding their service and when the complainant requests a formal complaint review process.
Serious breaches of professional conduct such as violence, being intoxicated while at work, illegal activity, sexual misconduct, etc., could result in immediate suspension pending investigation, and are dealt with as outlined in Pacific Community Resources Personnel Manual and the Collective Agreement.
Complaints which do not entail a serious breach of professional conduct are dealt with or mediated by the program supervisor. A meeting is called involving the person making the complaint and anyone he/she wishes to have present, the staff member, and the supervisor. In cases of complaints from other professionals, or neighbours, we may request that the liaison worker from the appropriate funding Ministry also be present.
Any action taken by a consumer under this policy will not result in barriers to service or retaliation.
Pacific Community Resources is to inform the funder of the disposition of complaints.
Further Action:
If the situation is not satisfactorily resolved with the Executive Director, the consumer of service will have the right to approach the Board of Directors. The Executive Director will ensure that the consumer or his/her parent/guardian/advocate is provided with the name and phone number of the President of the Board.