Agency Information

Business/Registration number

132433335 RR 0001

Charity status

Registered

Effective date of status

 1990-06-28

Sanction Note

Language of correspondence

ENGLISH

Designation

Charitable organization

Charity type

Relief of Poverty

Privacy & Information Policy

Privacy Acknowledgement

The following provisions shall apply in the event that Delta Family Resource Centre views Personal Information of clients and volunteers

Personal Information refers to information relation to an identified or identifiable individual made available in connection with an agreement or provision of goods or services between the parties

A. General

1, Each party is responsible for complying with any obligations applying respectively to each of the parties under applicable Canadian privacy laws and regulations

2, Neither party will request Personal Information beyond what is necessary to fulfill the reasonable purposes for which it is requested. The parties will agree in advance as to the type of Personal Data, which is necessary to be made available.

B. Security Safeguards

1, Each party acknowledges that is solely responsible for determining and communicating to the other appropriate technological, physical and organizational security measure required to protect Personal Information.

2, Each party will ensure that Personal Information is protect in accordance with these security safeguards.

C. Each party agrees that Personal Information will only be used, accessed, managed or otherwise processed to fulfill the purpose(s) for which it was made available.

D. Retention Each party will promptly return to the other or arrange for the secure destruction of all Personal Information which it has received from the other party and is no longer necessary to fulfill the purpose(s) for which it was made available, unless otherwise instructed by the other party or required by law.

Security of Private Information Guidelines for Database and Server

As part of agency priority concerning the security of private information in regard to Delta Family Resource Centre Confidentiality Policy, which states that “Employees are responsible for the proper security and safety of all Agency files, documents, equipment and tools”, all staff having access to private files and documents must follow the following guidelines:

Private Information refers to information about clients, agency members, Board members, volunteers, staff, partners, funders, donors, supporters and agency operations.

Respect the privacy of all private information in regard to the agency operation
Access computer codes to the database and server must be kept confidentiality and not shared with others
If the security of computers codes is “at risk” staff are responsible for notifying their Supervisor so that this can be reported to the Executive Director.
Staff are responsible for “logging in” when working on the database and for “logging off” when not working on the database. Database information may not be left unattended and running while staff are not in attendance.
Reports and lists concerning database or private information may not be given out to other staff members unless authorized by the Supervisor
All private information and database reports must be kept in a locked filing cabinet or cupboard at all times when not in use
When the security of reports or private information are “at risk” staff are responsible to bring this to the immediate attention of their Supervisor so that systems may be reviewed and security measures put in place.
When in doubt please ask you Supervisor prior to sharing private information or any contact information from the database, server or reports.

Client Complaint Policy

POLICY CATEGORY:  Standards of Conduct

Policy: Complaint Policy – Clients, Volunteers and Community Members

POLICY STATEMENT: Delta Family Resource Centre is committed to providing the best possible services to families of the community it serves. DFRC supports the rights of participants, volunteers and community members to access a transparent process when making complaints about the programs and services the agency offers. DFRC is guided by the values of inclusion, empowerment, transparency, integrity and accessibility.

Delta Family Resource through this complaint policy ensures that complaints are addressed promptly and in a fairly manner.

POLICY PURPOSE: The purpose of this policy is to provide a process for clients, volunteers and community members to express and resolve complaints related to their experience with DFRC.

DEFINITION: Complaints may take place after informal resolution or problem solving has failed. Complaints may include but are not limited to:

Quality of programs and services we provide
How we operate our programs and services
Our policies and guidelines
How we serve participants, volunteers and residents
Programs and services logistics
Impact of programs in families and community

TIME LIMITS: The time limit for filing a complaint under this policy is 30 days from the time of the incident. Time limit can be waived in extenuating circumstances to be determined on a case-by-case basis.

MAKING A COMPLAINT: A complaint can be made directly (verbally, by email (info @dfrc.ca) , phone (416 747-1172), fax (416 747-7415), or letter to any staff person. Written complaints can be submitted to our office or a staff person and will be brought to the attention of the relevant Manager or the Executive Director. Complaints involving the Executive Director should be addressed to the President, Board of Directors, Delta Family Resource Centre., 2972 Islington Ave, M9L 2K6; info@dfrc.ca.

PROCEDURES

Complaints in person, by telephone or by letter

Complaint Review

When the staff providing the services receives any complaint, the staff must provide a copy of the agency’s client complaint policy and explain to the client policy and procedures and his or her The client and worker should review the complaint as soon as possible.
If nature of complain is about another staff or services provider, the staff receiving the complaint shall refer the complaint to the appropriate supervisor or manager who may act as facilitator in the resolution of the
If the complaint is directed to supervisor and it is related to a staff person’s behavior, actions or decisions, the supervisor should hear the complaint, but offer no action until matter is discussed with the staff person. If the complaint confirms specific unethical behavior or ineffective services, supervisor will follow internal disciplinary
All response to complaints must be provided within 5 working days. If complainant is not satisfied, he or she can request complaint to be directed to the manager supervisor or as per client specific request, the Executive Director can become involved at this point in the

Role of Management

The management supervisor will review information, seek comments from staff involved and call or arrange a meeting if requested by the client to resolve concerns or
If the manager does not resolve the complaint, the matter may proceed to the Executive Director who will review complaint and communicate a decision verbally or in writing to the complainant within 2 weeks of receive
If the complaint is not solved satisfactory, the complaint can be directed to Chair of the Management or Personnel committees of the Board in
The client can expect a verbal or written response from the Chair of the indicated committees or designate within one calendar
Complaints by letter will be acknowledged within one If complaint in writing is related to internal staff, Executive Director or designate will solicit information or comments from staff and respond to complainant on staff response. If complaint is not resolved, the Executive Director will review the case and involve the President of the Board at her or his own discretion.

Documentation and Reporting

All staff and managers should document complaints received. Managers must keep files and record of complaints including: complaint forms, resolution, follow up, and any written documentation pertaining to the process.

A report regarding the nature of complaints and results will be provided to the Board of Directors on an annual basis. If the complaint created a significant potential risk to the organization,, it must be brought to the attention to the board of directors in a timely manner.

Updated January 2017