Intent

RNJ Youth Services seeks to continually provide a welcoming and comfortable environment which ensures trust and respect for all service recipients, staff, and volunteers. To maintain our longstanding reputation in the community, we have established this policy to specify our expectations.

Guidelines

Expectations for Our Service Recipients

All clients of RNJ Youth Services are expected to treat our employees and other service recipients with the utmost respect and dignity. RNJ Youth Services strictly forbids discrimination or harassment of any kind, including discrimination or harassment based on any prohibited grounds covered by the human rights legislation. Harassment includes among other behaviours any unsolicited or unwelcome remarks, gestures, or physical contact, as well as the display or circulation of inappropriate or derogatory written materials or pictures.

The following is a non-exhaustive list of behaviours that are not tolerated:

• Physical violence;
• Verbal abuse;
• Profanity;
• Any form of harassment;
• Intimidation tactics or making threats;
• Malicious or harmful statements about others;
• Public disclosure of another’s private information;
• Possession of dangerous or unauthorized material; and
• Solicitation, purchase, or selling of illegal substances.

Service Recipients who appear to be under the influence of alcohol or illegal drugs may be asked to leave the premises. Where appropriate, reasonable accommodation may be provided.

Violations

The safety and security of our employees and Service Recipients is important to RNJ Youth Services.  This policy is strictly enforced, and noncompliance will result in corrective measures being taken.

Employees are encouraged to report any conduct that may risk the health and safety of any staff or customers to the Executive Director immediately. Employees should not attempt to engage with anyone who exhibits aggressive or violent behaviour or attempt to resolve the situation on their own. Where necessary, enforcement authorities may be called to address the situation.

RNJ Youth Services reserves the right to exclude any person from accessing services because of a violation of this policy.

Service Recipients Complaints

RNJ Youth Services values its service recipients. RNJ Youth Services takes all complaints seriously as they help improve products and service recipients’ service.

RNJ Youth Services is committed to consistent, fair, and confidential handling and resolving of complaints as quick as possible and aims to make it easy for people to make a complaint. The company treats all service recipients complaints equally.

Recording Procedure

All complaints made, whether verbal or written, are recorded in writing by the staff member who takes the details at the time of the complaint, or as soon as possible afterwards.

When taking a complaint, staff will record the name and contact details of the service recipients, along with full details of the complaint. Details of all communication with the service recipients, and any actions to resolve the complaint, will also be recorded. RNJ Youth Services follows up with service recipients soon as possible and provides them with a date and time to expect a response.

Service recipients’ personal details, and their complaints, are kept secure and will not be shared with third parties unless written consent of the service recipients has been received.

Informing Service Recipients of Progress

Written complaints are acknowledged promptly. Where possible, complaints are resolved at the first point of contact. Complaints solved immediately are still recorded as outlined above. RNJ Youth Services strives to resolve all complaints within 5 days; however, service recipients are given an approximate timeframe of resolution when they make their complaint. They are also informed of the progress, especially if there are any delays or changes to the expected timeframe.

If the complaint cannot be resolved immediately, the service recipient is given a timeframe, a contact person, and details of the complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

RNJ Youth Services will ensure that service recipients are informed of any changes to services because of their complaint. Where appropriate, RNJ will follow up with service recipients who have had a complaint resolved to determine whether they were happy with how it was handled.

Escalation of Complaints

If a complaint cannot be resolved by the usual complaint process, it will be referred to the Board of Directors and the service recipient will be informed and given an amended timeframe for resolution.

If the complaint is still not resolved to the service recipients’ satisfaction, RNJ Youth Services will inform them about where they can take further action Office of Consumer Affairs.