Skills for Change is committed to providing high quality services and support to our clients. We respect and value clients and encourage constructive feedback. Any complaint from our clients will be treated seriously and fairly.
Client complaints can include, but not limited to:
- Not accepting a potential client or wrongfully assessing eligibility for services
- Breach of confidentiality
- Quality and timeliness of services
- Treatment by employees and volunteers
- Physical environment and inadequate technology
Clients can express their concern through the complaint resolution policy and procedure. No client will be penalized for voicing a complaint in a reasonable, business-like manner, or for using the complaint resolution procedure.
The confidentiality of any client making a complaint or affected by a complaint will be maintained unless the client expressly gives consent.
Procedure
A client brings a complaint to the attention of the Manager, Human Resources. The client completes the Complaint Form (Appendix A), by stating their name, contact information and a detailed description of the complaint. The client is free to ask for help in filling out the Complaint Form from someone known to the client.
A copy of the Complaint Form is provided to the Program Coordinator, the Manager, Programs and Services, and the Executive Director. Upon receipt of the complaint, the Human Resources Manager will discuss the complaint with the Program Coordinator and Manager and develop a course for action.
The Human Resources Manager will work with the Coordinator or the Manager to conduct a thorough investigation with all the parties involved in the complaint. If the Coordinator or the Manager is a party involved in the complaint, the next level supervisor will conduct the investigation.
A response in writing to the client is provided within five business days in the Complaint Form. Copies of the completed form and all other written documentation, resolution and follow up go to Human Resources for filing and to the Executive Director.
For further information or to request a complaint form, please contact us.
416.658.3101 x237 | Policies contact form.
