PURPOSE

To ensure that staff at all levels can respond to concerns in a timely, appropriate and helpful manner and to ensure the agency is aware of areas of strength.

POLICY

All staff of RNJ Youth Services will advocate for the best interests of the service recipients and will reinforce the service recipients right to be heard.  All service recipients will be informed of their rights and responsibilities as service recipients of the agency and will be informed of the opportunities and procedures that exist to express their viewpoints, concerns and compliments.

All concerns from service recipients, their relatives or representatives, from other agencies, and from the public are to be dealt with promptly and in a courteous, respectful manner.

It is recognized and accepted that concerns and compliments are a component of our feedback and self-audit system. As such, they are to be received by staff in a positive and constructive way.

PROCEDURE

1. Every service recipient will be provided with an opportunity to express concerns or compliments directly to staff, and/or the Executive Director or through the service recipients’ concerns/compliment process using the Concerns or Compliment Forms (3.6.1 and 3.6.2)
2. When staff members are aware of the possibility of a concern or dissatisfaction being expressed due to some action (or inaction) they are, as early as possible, to advise the Executive Director.
3. Staff will inform the Executive Director when the concern could negatively affect relationships with community partners and/or when something is happening systemically that is interfering with good service delivery. Staff will keep the Executive Director informed as to the status of the concern including and up to when it has been fully addressed.
4. Upon receiving an informal or formal concern, staff are to:
   1. Respond courteously and respectfully to the complainant, receiving the concern openly and without judgement;
   2. Provide to the complainant the service recipients Concerns Process Form (3.6.1) and, assist them in its use;
   3. Forward the completed service recipients Concerns Process Form to the Executive Director and immediately inform them of the issues involved. Staff will work with the Executive Director to determine next steps and who will follow up with the complainant
5. Any problems or concerns which occur within a particular program should be dealt with by the staff responsible for the service unless it is deemed that the Executive Director should address the complaint.
6. Where concerns are received which involve more than one program, a meeting with involved staff will take place and it will be decided upon by the Executive Director regarding next steps and who shall address the concern.
7. Every attempt will be made to resolve the complaint to the mutual satisfaction of all parties. The Executive Director or designate will respond within 10 days of receipt of the concern if the issue is not resolved.
8. All concerns forwarded to the Executive Director will be shared monthly through the Executive Director’s report to the Board.