Feedback & Complaints Resolution

Feedback & Complaints Resolution

Feedback

In promoting organizational learning and on-going quality improvement, Christian Horizons encourages all interested parties (i.e., people receiving services, family members / advocates, community partners, other service agencies, funders, donors, employees, volunteers, or members of the broader public) to provide feedback about our organization and about the services provided. Feedback may be positive, neutral or negative, and may include general comments, thoughts, ideas for improvement, concerns or complaints.

General or specific feedback may be requested through research or knowledge gathering activities (e.g., surveys, interviews, focus groups). These activities will follow appropriate procedures to make sure that each person is protected, that privacy and confidentiality is maintained, and that people who choose to provide feedback do not experience any form of retaliation for sharing their thoughts.

General feedback may also be received as a result of an open invitation to provide feedback. Those who may be interested in providing feedback to Christian Horizons may do so through various means:

  • Through standard mail to Christian Horizons, to the attention of Feedback and Complaints at 4278 King Street East, Kitchener ON;
  • Through email to complaints@christian-horizons.org;
  • By calling toll-free 1(866)362-6810, and asking for the Operations Executive Assistant;
  • By providing feedback through a Christian Horizons website or social media.

All feedback will be taken seriously and will be shared while maintaining confidentiality. Those providing feedback will be offered the opportunity to share their name and contact information should they require any specific follow-up conversations. Christian Horizons takes a non-reprisal approach to feedback and will work to make sure that those providing feedback do not experience any form of retaliation for sharing their thoughts.

If a person providing feedback has requested a follow-up conversation, this follow-up conversation will take place within three business days. Christian Horizons will not provide private or confidential information in this conversation.

Christian Horizons invites current employees and volunteers to provide feedback through existing procedures and structures within the employment or volunteer relationship. At least on an annual basis, all received and documented organizational feedback (including complaints) will be compiled and analyzed in order to identify potential areas of learning and improvement across the organization, and relevant to services provided. This information will be made available to the Board of Directors.

Christian Horizons also invites service-specific feedback from people receiving services and their respective family members or advocates. Feedback may be communicated in a manner that is preferred or that makes sense for the person providing feedback. Information about how to provide service-related feedback is provided to people receiving services and their respective family members or advocates directly.

All interested parties will be made aware of this policy in an appropriate manner (e.g., through the public website, information booklets and communication materials).

Concerns and Complaints Resolution Process

Organizational concerns and complaints will be received as feedback. In addition to the standards on receiving and documenting feedback, an expressed concern or complaint will be forwarded to an appropriate representative (e.g., Program Manager of the specific support or service provided, or an appropriate member of leadership) and followed up in an appropriate manner.

Organizational concerns and complaints that are obtained through knowledge gathering and research activities will be documented. The person providing the concern or complaint will be asked to provide consent to share their concern or complaint (in line with defined research plan and confidentiality requirements). Should the person desire and provide consent to forward a concern or complaint, it will be documented by the person receiving the complaint, forwarded to an appropriate representative of the service-specific relationship, and followed up appropriately.

Organizational concerns and complaints that are obtained as a result of an open invitation for interested parties to provide feedback (e.g., by mail, email, phone call, website or social media), will be documented by the person receiving the concern or complaint. Receipt of the concern or complaint will be acknowledged using the contact information provided within one business day.

The concern or complaint will be documented on a Christian Horizons Occurrence / Incident Report and forwarded to an appropriate party.

The person who received the concern or complaint will follow-up with the appropriate representative to determine whether a response has been communicated to the person making the concern or complaint within three business days.

Christian Horizons will not provide confidential information in response to a concern or complaint. In addition, if a concern or complaint is made by a person receiving services, or by a family member / advocate, the service-related concerns procedure will be followed.

If the concern or complaint represents a potential disclosure of abuse, the identified representative (i.e., Program Manager or senior leader) will follow appropriate abuse reporting procedures.

If the concern or complaint represents a potential criminal act, the identified representative (i.e., Program Manager or senior leader) will immediately report to the police.

Feedback and Consultation

Christian Horizons will invite feedback on specific projects and initiatives periodically.

As working groups and committees are established, efforts will be made to acquire wide representation to inform the process (e.g., where appropriate, committees may include persons supported, support workers, managers).

In addition, appropriate consultation from people supported, families, employees and other stakeholders is sought in the development of strategic plans, training, and policies.

When necessary, consultation sessions will be held in local communities to encourage people to attend and participate.