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Incident Report

Service quality complaints process

Preamble

The Old Brewery Mission (“the Mission”) is committed to maintaining a workplace and living environment that provides employees and clients with a high standard of service. We want any shortcomings or problems to be brought to the attention of the appropriate administrative bodies so that corrective action can be taken. A client, partner or third party connected with the Mission may at any time lodge a complaint about a situation they consider problematic.

To this end, the Mission has established this procedure in order to provide a clear and transparent mechanism for handling complaints about the quality of service provided to its clients. This procedure ensures that complaints are handled confidentially and diligently, in a manner that respects the right of the client or third party to express their satisfaction or dissatisfaction with the services received.
This complaints process does not cover whistleblowing. Whistleblowing means bringing to the attention of the competent authorities, after analysis, serious facts requiring appropriate action for the sole purpose of protecting a minor or adult who, because of age or physical or mental incapacity, is unable to protect themselves against situations such as neglect or abuse.

General objectives

This complaints process is designed to prevent and correct rights violations, abuse, negligence, omissions and errors by both clients and employees with regard to the people who frequent the Mission.
The purpose of this process is to:

  • Clarify the complaint handling procedure;
  • Ensure that complaints are handled in a constructive manner with a view to improving the Mission’s services.

Scope

This procedure applies to clients, their representatives, the Mission’s partners and any third party connected with the Mission.

A complaint is the act of reporting an objectionable activity, state of affairs or behaviour to an administrative, civil, criminal or disciplinary authority. It may be filed in any of the following circumstances:

The complainant believes that service delivery needs to be improved;

  • The complainant believes that their rights have been violated;
  • The complainant believes that discrimination has occurred;
  • The complainant believes there has been negligence or inappropriate behaviour in the provision of services;
  • The complainant believes that mistreatment (violence, disrespect, indignity) has occurred;
  • The complainant believes that the Mission’s code of ethics has been violated.

Positive impact of the complaints process

By bringing a dissatisfaction or problematic situation to our attention, the complainant:

  • Ensures respect for their rights and dignity, or those of clients;
  • Makes the organization aware of a dissatisfaction or problem;
  • Helps correct the situation;
  • Improves service quality.

Promoting the complaints process and service quality mechanisms

The Mission undertakes to establish the following promotion mechanisms:

  • Information on the complaints process will be shared automatically with each client upon admission at all shelter and housing sites;
  • The information will be incorporated into the code of conduct for all services;
  • A permanent poster promoting the Mission’s internal complaints process and that of the local Service Quality and Complaints Commissioner will be prominently displayed in all buildings managed by the Mission or attached to admission documents.

The Mission also undertakes to promote the complaints process in training for new employees.

The complaints process will be posted on the Mission’s website at : missionoldbrewery.ca/en/incident-report

Confidentiality

Staff members who become aware of a complaint from either a client or a colleague must at all times intervene in a confidential and caring manner. The success of the process depends on it.

Conflict management

Our services welcome people with a wide range of physical, mental health and addiction issues. It is natural that living together would be difficult at times. We are there to intervene and provide support when needed. It is not necessary to file a complaint if a client has a concern or conflict with another client or a staff member.

In the event of conflict, we encourage everyone to:

  1. Speak to the other person calmly but directly, stating their own need and encouraging others to express themselves;
  2. If this is not suitable, offer the assistance of a member of the intervention team to address the issue and, if necessary, intervene to resolve the situation;
  3. If the conflict or issue persists, refer the client to the supervisor on duty.
    The intervention team must provide assistance and complete the necessary documentation, if required.

Must a complaint be filed for every problematic situation?

All Mission employees are required to intervene and advise their supervisor of any problematic situation that arises, even if no formal complaint has been filed. Using the complaints process, however, ensures that the issue will be analyzed and addressed promptly and formally.

Complaint from a client or a person outside the organization against an employee or about the services offered - Procedure

Mechanisms for registering dissatisfaction

It is important that clients feel safe and treated with dignity. When a client or third party informs a staff member of dissatisfaction or a problematic situation, the staff member is required to take action.

If the solution that is implemented does not meet the expectations or needs of the person who expressed dissatisfaction, they should be referred to the complaints process.

There are two ways to file a complaint:

  1. Verbally to a staff member, who must then pass on the information needed to process the complaint;
  2. In writing, using the “Reporting a potentially problematic situation” form, which is available: From a staff member, at the reception desk or online.

If a client refuses to write a complaint or has difficulty doing so, staff are required to provide assistance.

Steps in handling a complaint

Step 1: Write and submit the complaint

Once the form has been filled out, it can be submitted in the following ways:

  • Directly to a staff member
  • In the designated box (a member of the management team will check the box regularly)
  • Via the website

Any employee who receives information concerning dissatisfaction on the part of a client or a person outside the organization must refer the client or person to this process or help them file a complaint.

If the form is in hard copy (see attached document), the staff member should scan it and email it to Human Resources at signalement@missionoldbrewery.ca, as well as to the director of the department concerned. Any additional information provided by the client should also be included.

If the complaint is submitted online, Human Resources forwards the form to the appropriate management team.

Step 2: 24 to 72 hours after receipt of complaint

Senior management reviews the complaint and analyzes it in confidence within 24 to 72 hours. Depending on the situation, senior management may determine corrective action to be taken by the operations management team to address the complaint or request further information.

Step 3: Within 14 days after the complaint is filed

A member of the management team follows up with the complainant and informs them of the results of the analysis and any corrective action taken.

Step 4: Within 30 days after the complaint is filed

The management team writes a summary of the actions taken to address the complaint and the results of their intervention on the last page of the complaint form. The form is then sent to senior management and Human Resources. If necessary, there is a second follow-up with the complainant.

Specifics for services offered at external sites or with partners

The Old Brewery Mission is committed to efficient processing of complaints about services delivered at external sites and/or with partners. To promote resolution and follow-up, while taking into account the responsibilities of each partner, a committee will be set up and will be responsible for ensuring that the process is followed.

  • Regardless of which partner the complaint is filed with, the steps in the complaints process are the same;
  • Each partner undertakes to share complaints received in a transparent manner;
  • The committee is made up of a member of each organization’s management team and reports to its senior management. They decide by mutual agreement who will follow up;
  • The committee meets once or twice a week, depending on the amount of follow-up required, and ensures that the complaint is handled in accordance with procedure and deadlines;
  • The committee reports the matter to its senior management and sees to communicate with the individuals involved.

Other recourse

In the event of dissatisfaction with the handling of a complaint or at any point, another complaints process is available to users of our services. We can recommend that the person file their complaint directly with the Service Quality and Complaints Commissioner at the CIUSSS du Centre-Sud-de-l’Île-de-Montréal:

1311 Sherbrooke Street East, Montreal, Quebec H2L 1M3
Phone: 514-593-3600
Fax: 514-593-2106
Email: commissairesauxplaintes.ccsmtl@ssss.gouv.qc.ca 

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