Policies

Complaints Procedure for Families

Complaints & Feedback Policy

Outlines the official process, staff responsibilities, and timelines for submitting and resolving concerns regarding agency services.

Complaints & Feedback Form

A printable form used to officially submit a concern or feedback directly to the Executive Director.

Procédure de traitement des plaintes

Décrit le processus officiel, les responsabilités de l’équipe et les délais pour soumettre et résoudre les préoccupations concernant les services de l’organisme.

Formulaire de plainte et de rétroaction

Un formulaire imprimable pour soumettre officiellement une préoccupation ou une rétroaction directement au directeur général.

French Language Service Policy

PURPOSE:

To ensure that the Francophone population are aware of Community Living Kirkland Lake’s “active offer” under the French Language Services Act.

POLICY:

The agency shall take all reasonable steps to ensure that organizational structures and policies are in place to enable Community Living Kirkland Lake to carry out its operations in compliance with the French Language Services Act.

PROCEDURE:

1. English will continue to be the language of business; however our agency’s goal is to provide effective client services in both English and French, whenever possible within available resources.

2. The Executive Director is responsible for ensuring our agency is in compliance with the French Language Services Plan.

3. The Director of Supports and Services along with other Directors and Supervisors will actively recruit bilingual (English and French) persons to fill positions within the agency.

4. Service auditing will include evaluating the agency’s ability to provide services in French as requested.

5. The results of the audit will be reviewed with the French Language Service Committee of the Board.

Guiding Principles

Our Agency will maintain integrity by committing to:

….open, honest communication

…..the support of human rights

…..respect and dignity for all

…..the acknowledgement of individuality

…..teamwork and collaboration

…..active community presence and involvement

…..effective and efficient use of all resources

…..person-centre support

…..offering choices/options

…..continuous education and learning

…..ongoing quality improvement