Revision Date: March 20, 2019
Approved: March 20, 2019
Assistive Technology Services has an issues resolution process to ensure effective and timely full response to any:
All Clients are provided with the Neil Squire Society’s policy on harassment and sign they acknowledge receipt of these policies. These policies are to protect both a Client and a staff person against unwanted harassment and this policy is strictly adhered to.
In the event of a conflict , all staff must adhere to the following process and document all information:
Conflict, or perception of conflict by employee, occurs.
Staff member must immediately document conflict in the database and must include the following information:
Staff member must immediately inform their supervisor of the conflict. The following information will need to be determined:
If a Client, or individual or any organization, lodges any type of specific or non-specific complaint to the Neil Squire Society (whether verbally to a staff person or in writing) about the Assistive Technology Services Program, a decision or a recommendation, the following actions must occur:
Judicious record keeping is a must. The file will contain a record of all requests for review of decisions and complaints, including the date of the review request or complaint, the nature of the issue, the outcome and the date of full response.
In the event the program refuses to provide a Client service that is the result of an exercise of discretion by staff (and not Ministry policy, law, or Client eligibility criteria or Assistive Technology funding restrictions imposed by our contract) and the Client/complainant requests a review of that refusal, we do offer the complainant an opportunity to have the refusal decision reconsidered by the National Operations Manager to provide a fair, objective and informed decision that follows the principles of administrative fairness.
The National Operations Manager will contact the complainant and explain the next steps in the dispute resolution process. The process is to be defined as follows:
This discussion needs to be documented in the database and include the following information:
In the event the complainant rejects the decision of the National Operations Manager, the National Operations Manager will immediately notify the Ministry and include background to the dispute.
The Contractor will refer any request for review of a decision or complaint from:
This document shall be posted in each office and on the Assistive Technology Services website.
i A conflict can cover any number of areas. For example, a Client may disagree with the technology recommended; a Client may become hostile and antagonistic; a staff person may become defensive and the Client becomes offended