Receiving Service

 

You can access some of our services by calling 545-3572.  The majority of our services are accessed through the Ministry of Children and Family Development (MCFD), Community Living BC (CLBC), or School District #22. 

 

We always welcome suggestions for new programs or ideas on how our programs can be improved.  The agency maintains a Continuous Quality Improvement Process that will utilize this feedback. Our staff will help you through the intake and admissions process.  Please ask for help if you have any questions or concerns.  There is also a complaint process outlined in this handbook (page 9), that you can use if you feel that your concerns have not been addressed.

 

Code of Ethics

 

NOYFSS values integrity, equality, openness, solidarity, collaboration, diversity, and reliability, and acts on the basis of these values. Principles of ethical operation: Democratic governance, tolerance, sustainability and prudence in using funds and resources, responsibility and accountability, openness and transparency, avoiding conflicts of interest, honouring commitments and recognition of authorship of ideas. Ask your Child and Family Counsellor if you wish to see the full Code of Ethics.

 

Staff Profile

 

Child and Family Counsellors are qualified in the Human Services Field and are knowledgeable and trained to address the needs of children and their families through a variety of therapeutic processes.

 

Service Team

 Your service team consists of your Child and Family Counsellor (CFC), their supervisor, and the program team that is available for consultation.  Your CFC also has access to all the resources available in the agency and community. They will access the appropriate available resources on your behalf with your informed consent. If you have any concerns about your service team please contact a Supervisor.

 

Accessing Your File

 

We believe in an open and accountable service.  You have the right to see the contents of your file.  You can make a request through the Freedom of Information Department.

 

  

Privacy

 

NOYFSS collects and retains information within a confidential filing system so that we can provide you with services.

 

Examples of information collected are:

·        Contact information (such as name, address, and telephone number)

·        Demographic information (such as age, school attending)

·        Reason for referral

·        Assessment Information and Goals for Service

·        Daily observational records as required by Referring Ministry

 

NOYFSS uses this information for the following purposes:

·        To provide you with timely services and to communicate with you

·        To develop and improve our services

·        To satisfy program requirements

·        To assist agencies and you to meet legal requirements

·        Records may be open to accrediting bodies for the purpose of accreditation

 

We do not share your personal information to anyone without your consent. 

 

NOYFSS may disclose non-identifying demographic information for the purpose of research or development and improvement of services.

 

 

Confidentiality

 

All of the services you receive are confidential between you, us, and your Social Worker or School-Based Team.  There are circumstances where we are required by law to share information and where getting your consent may not be possible.  These are:

·        A court order or subpoena

·        If we observe a criminal act or abuse

·        If we believe you or someone in the community may be in danger or may be harmed.

 

Exceptions to confidentiality are identified on the Client Service Agreement and are shared with you when you consent to a service.  If any of these circumstances occur we will do our best to be as respectful and open as possible.

 

Health and Safety

 

NOYFSS works to ensure the health and safety of both staff and participants by maintaining a comprehensive workplace health and safety program, and addressing safety through agency policy.  HIV/STDHHHThe agency’s Health & Safety Committee is a key part of maintaining this program and acts as a resource for both the staff and the participants.  If you have any questions or would like further information on the agency’s health and safety initiatives, health and safety related policies, or the Joint Health & Safety Committee, please feel free to ask a staff member.  If you have any health and safety concerns about our services or the facilities in which they are provided, we encourage you to let us know by telling a staff member or putting your concerns in writing and dropping them off at our Administration Office addressed to the Executive Director.

 

  

Accident and Disaster Preparedness

 

All of the programs and facilities operated by NOYFSS comply with all relevant fire, health, and safety regulations.  In addition, policies and procedures are in place to ensure that we are able to respond to any accident or disaster effectively.  All staff are oriented and familiarized with the agency’s policies and procedures.  If you have any questions or would like further information on the agency’s accident and disaster preparedness policies and procedures, please feel free to ask a staff member.

 

Discipline Policy

 

Our goal for guiding children’s behaviour is always to help the child meet appropriate expectations and to assist children with developing respect, self control, and self confidence.

Staff members are trained to use the following techniques:

 

·        Establishing clear & simple limits

·        Focusing on the behaviour, not the child

·        Providing choices

·        Reinforcing appropriate behaviour

·        Redirection

·        Active Listening

·        De-escalation

·        Changes to physical environment

 

NOYFSS is committed to non-violent crisis prevention and intervention with all clients.