Accessible Customer Service Plan
Inspire Centre is committed to excellence in serving all clients including individuals with disabilities.
Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.
Communication
We will communicate with individuals with disabilities in ways that take into account their disability.
Service animals
We welcome individuals with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.
Feedback process
Clients who wish to provide feedback on the way Inspire Centre provides goods and services to individuals with disabilities can do so verbally, in writing or by email. All feedback will be directed to Paula Crotteau, Director of Clinical Services who is responsible for Accessible Customer Service – pcrotteau@inspirecentre.ca or call (705) 264-4700 ext.268 OR TF: (800) 575-3210
Clients can expect to hear back in 3 working days from receipt of message. Complaints will be addressed according to our organization’s regular complaint management procedures.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, Inspire Centre will notify clients promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on our social media and at main entrances to Ross Avenue site as well as any satellite locations.
Training for staff
Inspire Centre will provide training to all staff, volunteers and others who deal with the public or other third parties on their behalf.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- The Centre’s plan related to the customer service standard.
- How to interact and communicate with people with various types of disabilities.
- How to interact with individuals with disabilities who use an assistive device or require the assistance of a service animal or a support person.
- How to use personal communication and mobility devices or other assistive devices available on-site or otherwise that may help with providing goods or services to individuals with disabilities.
- What to do if a person with a disability is having difficulty in accessing Inspire Centre goods and services.
- Staff will also be trained when changes are made to our plan.
Modifications to this or other policies
Any policy of Inspire Centre that does not respect and promote the dignity and independence of individuals with disabilities will be modified or removed.
In accordance with the Personal Health Information Privacy Act (PHIPA), the Inspire Centre collects personal health information about your child and your family. The personal health information we collect may include, for example, name, date of birth, address, health history, records of visits to Inspire Centre and the care received during such visits.
Occasionally, we also collect personal health information about children and families/caregivers from other sources if we have obtained consent to do so, or if the law permits.
Your personal health information will be contained within an electronic record. Please note that we limit collection of information to what is required to provide care to you and your child.
How We Use and Protect Your Information at Inspire Centre
At Inspire Centre, we handle personal information with care to support children, families, and caregivers. This includes using information to provide treatment, manage operations, conduct research, and improve quality of care. We also ensure compliance with legal requirements and regulatory standards.
Parents and caregivers have the right to access and update their child’s health records or withdraw consent for certain uses by reaching out to us. However, some exceptions are required by law.
We are committed to keeping your information secure while providing the best care possible.
Important Information
At Inspire Centre, safeguarding your personal health information is a top priority. We take proactive steps to prevent theft, loss, and unauthorized access, ensuring your data remains secure.
To maintain privacy compliance, we conduct regular audits and investigations, carefully monitoring our processes. Additionally, everyone providing services for us is required to follow strict privacy protocols, ensuring your information is used only for the purposes you have consented to.
Your privacy matters, and we are committed to keeping your personal health information safe and secure.
Should you have any questions, our Privacy Officer can be reached at 705-264-4700, ext. 245. OR TF: (800) 575-3210
At Inspire Centre, we are committed to providing respectful and personalized care.
As a client, you have the right to:
- Be treated with courtesy and respect by all staff.
- Have your and your child’s preferences—such as language and cultural needs—considered and respected.
- Access information about other community services.
- Refuse consent at any point during referral, assessment, or treatment.
- Voice concerns about the services you or your child receive, without fear of discrimination or retaliation.
- Learn the process for making complaints about Inspire Centre’s policies or staff.
- Have your child’s records kept confidential in accordance with legal requirements.
- Review all materials in your child’s file.
You also play a key role in the care process. Your responsibilities include:
- Participating in assessments to ensure personalized care
- Working with therapists to set meaningful goals for your child.
- Following through on recommended actions, such as external referrals or appointments.
- Informing the Centre if your child has been exposed to a communicable disease.
- Arriving on time for appointments and following attendance policies.
By working together, we can create a positive and supportive experience for every family
Duty To Report
Members of the public and professionals who work closely with children are required by law to report suspected cases of child abuse or neglect. Anyone with reasonable grounds to suspect that a child is or may be in need of protection must report it to a Children’s Aid Society.
As a parent/caregiver/guardian, it is also your responsibility to report any concerns regarding caregivers who may be involved with your child. Child abuse happens when a child’s parent or other person in charge harms or neglects a child.
What is physical abuse?
Physical abuse refers to any intentional act of causing physical harm or injury to another person. This can include actions like hitting, slapping, kicking, burning, or any other form of physical violence.
What is sexual abuse?
Sexual abuse involves any unwanted or forced sexual activity, contact, or behavior that occurs without consent. It can include physical acts, coercion, or exploitation, and it often causes deep emotional and psychological harm. Sexual abuse is a serious violation of trust and personal boundaries, and it is never acceptable under any circumstances.
What is emotional abuse?
Emotional abuse is a pattern of behavior that harms a person’s self-esteem, mental well-being, or sense of control over their life. It can involve manipulation, intimidation, humiliation, or persistent criticism.
What is neglect?
Neglect is the failure to provide necessary care, support, or resources that a person needs to thrive. It can happen in different settings, including families, schools, and caregiving environments. Types of Neglect include; physical, emotional, educational and/or medical.
Within our catchment areas, the agencies to contact are:
North Eastern Ontario Family and Children’s Services: 1-866-299-5437
Payukotayno James & Hudson Bay Family Services: 1-888-298-2916
Kunuwanimano Child and Family Services: 1-800-461-1293
The staff of Inspire Centre continually strive to provide the highest quality, family/caregiver and relationship centered services within a blended context of humanity and professionalism. Each of us at Inspire Centre occupies a position of trust. In varying measures, each of us represents Inspire Centre in interactions with clients, our fellow colleagues, other community agencies, schools and professionals, governments and funders, and the public.
Whatever the area of activity and whatever the individual’s level of responsibility, it is expected that each representative of Inspire Centre in the course of their duties will act in a manner consistent with the following principles and the policies and procedures in place at Inspire Centre.
These are the responsibilities to individuals, organizations, our professions, society and to ourselves:
Individuality
We empower, support, and respond to each individual in a manner best suited to them. We respect individual choices and diversity. We consider our clients and their families/caregivers’ physical, emotional, spiritual, and cultural needs.
Effective communication
We uphold the principle of informed consent and will ensure mutual understanding about treatment decisions. We use language and terminology that is easy to understand, are direct and clear in our communication, and encourage and invite questions to verify understanding.
Equitable treatment and equitable opportunity
We avoid any real or perceived conflict of interest and are conscientious about respecting professional boundaries. Our processes are fair and consistent.
Community Support
We are accountable to our communities and we contribute and support a caring culture. We advocate for justice and fairness.
Professional accountability and efficacy
We continually engage in professional development activities to learn, develop, and apply new knowledge and skills. We maintain high standards of professional behaviour and practice.
Privacy
We respect the trust given to us when others share their personal information. We are diligent about following confidentiality practices that keep that information confidential, secure and private.
Collaborative relationships
We value, appreciate, and sustain our relationships with clients, families/caregivers, colleagues, and community. We respect and consider the opinions of others, foster a caring environment, and take a collaborative approach to resolve issues.
Attentiveness
We demonstrate how we value others by being prompt and responding in a timely manner.
Responsibility
We make productive use of our work time and show respect for others’ time by being punctual and efficient.
Trustworthiness & Input
We are open and honest in all situations, acting with integrity and loyalty. We welcome input/feedback and respond promptly to any concerns raised about our conduct.
