Issue Resolution Policy

 

Community Futures Thompson Country provides a fair, consistent and expeditious process to guide the issue resolution process when CFTC receives complaints from clients and/or community partners regarding dissatisfaction with service, violations of client rights or allegations of employee violations of their code of ethics.

Statement of Client Rights

Every person supported by Community Futures Thompson Country and employees who work for the Society’s community partners share the rights as outlined in the Canadian Charter of Rights and Freedoms, the BC Human Rights Code, the rights identified by the United Nations Universal Declaration of Human Rights and the United Nations Convention on the Rights of Persons with Disabilities.

Policy

Community Futures Thompson Country recognizes that dissatisfaction/conflict may arise at any stage in the service delivery relationship. The parties experiencing disagreement work together in an attempt to reach a solution. Consensus is the goal of the conflict resolution process. No reprisal will result from submission of a complaint. All persons served will be treated with respect and dignity.

  1. Staff will inform clients about their rights pertaining to making complaints and conflict resolution providing a written copy of the policy process.
  2. Where a conflict arises, clients and/or service providers will be directed to follow the procedures outlined below and as posted in WorkBC Centres.
  3. All complaints and issue resolution outcomes will be reviewed and discussed at regular team meetings for the purpose of continually improving the WorkBC client experience.
  4. Community Futures Thompson Country will immediately notify the Ministry of Social Development and Poverty Reduction of any issues that cannot be resolved prior to the Complainant raising an issue to MSDPR, wherever possible.
  5. Community Futures Thompson Country will conduct annual reviews of all complaints/issue resolutions to determine trends and identify areas for performance improvement. This will allow CFTC to develop actions to be taken to ensure quality, client-centred services. These findings will be incorporated into our staff development and training sessions for new and existing staff to ensure all staff members have ongoing professional development opportunities to increase their issue resolution skills and decrease complaints.

 

 

ISSUE RESOLUTION PROCEDURE

 

At WorkBC Ashcroft – Community Futures Thompson Country, we are committed to providing our clients with exceptional service. If you are not satisfied with the services you received from WorkBC Ashcroft, we want to hear from you.  As a WorkBC client, you can expect to have your issue dealt with professionally and in a confidential and timely manner. It is our goal to resolve your complaint within 3 business days.

 

All complaints that cannot be resolved internally will be immediately brought to the attention of the Contract & Partnership Agent for the Ministry of Social Development and Poverty Reduction, as will any complaints from Members of Parliament, Members of the Legislative Assembly, the media, other BC Provincial Government Ministries or the Government of Canada.

Step 1: Speak to your Employment Advisor or front line staff. Generally, most concerns can be resolved promptly by speaking with your Employment Advisor or front line staff assisting you.

Step 2: Ask for Management Review. If you are not satisfied after speaking with front line staff or your Employment Advisor, please ask to speak with our Program Operations Manager. The POM is responsible for overseeing the complaint handling process and ensuring that your complaint is addressed with the goal of achieving a resolution.

Telephone: 250-280-2490 | Email: manager@merrittesc.ca

Step 3: Speak to the General Manager of Community Futures Thompson Country. If you are still not satisfied after review by the WorkBC Program Operations Manager, you may choose to contact the General Manager at CFTC, the contract holder for the WorkBC Ashcroft contract.

Community Futures Thompson Country
Telephone: 250-828-8772 | Email: gm@communityfutures.net

Step 4: Independent Review. If we are unable to reach a satisfactory resolution to your complaint, you may contact the Ministry of Social Development and Poverty Reduction. This is the ministry responsible for delivering the WorkBC Employment Services contract in British Columbia.

Telephone:  1-866-866-0800 | Email: SDPRRegion4@gov.bc.ca

 

Community Futures Thompson Country tracks all complaints in order to improve internal processes and to ensure quality client-centered services are provided. It is our goal to continually improve the WorkBC client experience.

 

A print copy of this information is available to you upon request.