Raising Concerns/Issues/Questions

How to ensure your concerns and complaints at Craigwood are addressed:

For concerns related to your private information

In general, your questions may be addressed to:

Graham Ashbourne, Executive Director
gashbourne@craigwood.on.ca

You will receive a response to the concern within 5 working days.

For concerns related to Craigwood service

For concerns with respect to a service difficulty or alleged violation of the youth’s rights under the CYFSA, the youth and/or parent/guardian or a representative of a youth are encouraged to use Craigwood`s internal system of concern resolution:

  1. Youth and/or parent/guardian or a representative of a youth are encouraged to take steps to discuss and resolve any concerns before taking further action, however, they may move on to step 2, if they so wish.
  2. The youth and/or parent/guardian or a representative of a youth will be provided with a “Client Internal Concern and Resolution Form” for completion. They may fill in the form (which is to be forwarded to the Program Supervisor immediately by staff receiving it) or may ask to speak to the Supervisor directly. The Program Supervisor will interview the youth and/or parent/guardian or a representative of a youth. A response to the concern will be provided within 3 working days if at all possible.
  3. It is hoped that issues of concern will be resolved at this level. Where the youth and/or parent/guardian or a representative of a youth is still dissatisfied with the response, the Supervisor will arrange a meeting between the youth or family member and the Program Director. The youth may be accompanied by another employee of CYS as a support and advocate. A response to the concern will be provided within 5 working days if at all possible.
    *Any community concerns that are received are to enter the process at this point.
  1. Where the issue is still not resolved satisfactorily, a review by the Executive Director may be arranged. A response to the concern will be completed within 10 working days if at all possible.
  2. Where the issue is still not resolved satisfactorily, a review by the Board of Directors may be arranged. A response to the concern will be provided within 20 working days if at all possible.
  3. If the youth and/or parent/guardian or a representative of a youth or community member is not satisfied by the decision of the Board of Directors, they may contact the Ministry of Children and Youth Services.
  4. They also have the right, under Ontario law, to contact the Provincial Ombudsman, access the services of the Office of the Provincial Advocate for Children and Youth, the Solicitor General of Canada, the Ontario Human Rights Commission (for a personal rights violation), any member of federal or provincial parliament or any government minister.

For concerns related to staff, managers or the Executive Director:

Concerns of this nature should be brought to the attention of the staff member’s supervisor. In the case of concerns with the Executive Director, the concern is brought to the Board via the Board President. A response to the concern will be completed within 10 working days if at all possible.

For concerns related to the Board:

Concerns of this nature should be directed to the Board President.

 

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