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 Jason Hachez Finance And Proprety, Manager responsible for Accessible Customer Service – jason.hachez@ctctc.org or call (705) 264-4700 ext.246 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.
At the Inspire Centre, we use and disclose information to:
- Treat and care for children and families/caregivers
- Plan, administer and manage our internal operations
- Conduct risk management activities
- Conduct quality improvement activities
- Teach and conduct research
- Compile statistics
- Comply with legal and regulatory requirements
- Fulfill other purposes permitted or required by law
Parents/caregivers may access and make corrections to their child’s personal health records or withdraw consent for some of the above uses and disclosures by contacting us. Please note that there are legal exceptions
Important Information
We take steps to protect your personal health information from theft, loss and unauthorized access, copying, modification, use, disclosure, and disposal.
We conduct audits and complete investigations to monitor and manage our privacy compliance.
We take steps to ensure that everyone who performs services for us protect your privacy and only use your personal health information for the purposes you have consented to.
Should you have any questions, our Privacy Officer can be reached at 705-264-4700, ext. 245. OR TF: (800) 575-3210
As a client of the Inspire Centre, you have the right to:
- Be treated in a courteous and respectful manner by all Inspire Centre’s Staff.
- To have the Inspire Centre respond to yours and your child’s preferences, e.g. language, cultural, etc. to the best of their abilities.
- Information about other community services.
- To refuse consent at any time during the referral, assessment or treatment process.
- To raise concerns with regards to the services you/your child is receiving, without the fear of interference, coercion, discrimination or reprisal.
- To be informed of the procedure for initiating complaints about the Inspire Centre’s policies, procedures or about a Staff Member.
- To have your child’s records kept confidential in accordance with the law.
- To review all material in your child’s file at the Inspire Centre.
As a client of the Inspire Centre, you have the responsibility to:
- Active participation in the assessment process.
- Active participation in the goal setting process with the Inspire Centre therapist(s).
- To follow through on agreed upon actions e.g. external referrals, appointments with other service providers.
- Informing the Inspire Centre/Therapist if the child to be seen has been exposed to any communicable disease e.g. chickenpox, scabies, lice, etc.
- Being on time for appointments and following the Inspire Centre’s attendance policy.
Duty To Report
Within Our Catchment Areas, The Agencies, including members of the public and professionals who work closely with children is 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 may consist of beating, slapping, hitting, pushing, throwing, shaking, burning.
What is sexual abuse?
Sexual abuse happens when a parent or other person in charge sexually molests or uses a child for a sexual purpose or knowingly fails to protect a child from sexual abuse.
What is emotional abuse?
Emotional abuse may consist of yelling at, screaming at, threatening, frightening, humiliating, or bullying a child , name-calling or saying harmful comments, showing little to no physical attention or affection.
What is neglect?
Not providing proper food and clothing, supervision, medical care.
Within our catchment areas, the agencies to contact are:
- North Eastern Ontario family/caregiver and children’s Services: 1-705-360-7100
- Payukotayno James & Hudson Bay family/caregiver Services: 1-888-298-2916
- Kunuwanimano child and family/caregiver Services: 1-800-461-1293
The staff of CT CTC 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 the CT CTC occupies a position of trust. In varying measures, each of us represents CT CTC 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 CT CTC in the course of their duties will act in a manner consistent with the following principles and the policies and procedures in place at CT CTC.
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.
