North Okanagan Youth and Family Services Society
North Okanagan Youth and Family Services Society

IF YOU HAVE A CONCERN

 

If you have a problem or concern with the service you are receiving we always encourage you to try to address it directly with a staff member.  If this is not possible, or you wish to pursue a formal complaint, please use the following steps:

 

  1. Contact the Director of Community Based Services (C. B. S.), Jan Shumay, at (250)545-3572 to reach a solution.  If this is not satisfactory, continue to the second step.

 

  1. Put your complaint in writing.  If you need help with this, ask to see the Executive Director, John Belfie. 

 

  1. Deliver your complaint to the agency’s main office at 3100– 32 Avenue, Vernon, V1T 2L9.  You may also mail in the complaint to that address, to the attention of the Executive Director.  The complaint will be forwarded to the supervisor of the service you are receiving.  If the complaint is about the supervisor, ask that it be given to the Executive Director.  If the complaint is about the Executive Director, you will be assisted in contacting the Board of Directors.

 

4.   Within five days of receiving the complaint, someone will contact you to explain what actions will be taken to solve the problem.  We will try to solve the problem within ten days.  We will hold a meeting with you and the NOYFSS employee dealing with your concern to:

 

a)       Suggest a solution

   

Or

 

b)       Negotiate with you concerning a resolution.

 

c)       Review our policy and rules concerning the complaint.

   

 

5. If you are not satisfied you may ask for a review by the Executive Director.

 

 

6. Failing satisfactory resolution, you may ask for an external review by a person or persons, which both you and NOYFSS agree upon.

 

 

7. At any point where resolution is reached, the Society will provide a letter describing any action to be made.

 

 

It is our commitment that, by filing a complaint, NOYFSS will not retaliate nor alter our commitment to provide service to you.

 

 

* At any time you may contact: Child and Youth Officer for B.C. at 1-800-476-3933 or .(JavaScript must be enabled to view this email address) or Ombudsman: 1-800-567-3247 to access their advocacy services.