Accessing Services |Client Rights | Client Responsibilities |General Health & safety rules
Complaint resolution process| How do I contact Jane Holland | Personal Service Plans

Client rights include, but are not necessarily limited, to the following:

1.     The RIGHT to BE INFORMED.  The right to receive information in words that one can understand and the right to always know what one is signing. 

2.     The RIGHT to CHOOSE.  The right to make informed choices about all things that effect one's life and the right to take the time needed to decide what one really wants. 

3.     The RIGHT to MAKE MISTAKES.  The right to use information resulting from the choices one has made.

4. The RIGHT to DISAGREE with something, someone, and/or a service that one does not like.

5. The RIGHT to be HEARD.  The right to assistance and the right to access generic community supports, for example, legal aid, police, etc.

 6. The RIGHT to be FREE FROM ABUSE and to SEEK HELP  without  fear of punishment.  Abuse can be physical, verbal, psycho-social, financial and sexual.  Other abuses can be in the form of over or under medicating, neglect, and the violation of rights. 

7 The RIGHT to SELF-DETERMINATION.  The right to give input into the planning processes that affect one’s life.  The right to receive the support necessary to achieve ones dreams.

8. The RIGHT to the LEAST RESTRICTIVE and MOST EFFECTIVE teaching models and settings based on one's individual skills and needs.

9. The RIGHT to REQUIRED MEDICAL SERVICES.  The right to choose ones own doctor / specialists and the right to understand medical treatment plans.

10. The RIGHT to EMOTIONAL and PSYCHOLOGICAL SUPPORTS (formal and informal).  The right to privacy when one is receiving such support.

11.  The RIGHT to ATTEND RELIGIOUS SERVICES of one’s own choosing.

12.     The RIGHT to CHOOSE ONE’S FRIENDS and the times one wishes to socialize with them.  The right to have friends in one’s home and to have private time when meeting with them (including telephone conversations).

13.     The RIGHT to OPTIMAL INDEPENDENCE in health, hygiene and grooming practices.

14.     The RIGHT to receive or prepare three nutritionally balanced MEALS daily, based on personal and cultural preferences.

15. The RIGHT to a PERSONAL LIVING AREA that is comfortable and safe.  The right to decorate ones own living space.

16. The RIGHT to responsible use of PERSONAL POSSESSIONS such as: books, radios, toiletries, jewelry, cigarettes, alcohol, etc. and the right to control access to those possessions.

17. The RIGHT to PRIVACY.  All Canadians have a right to privacy.  Laws such as  the Privacy of Information and Protection Act ensure the privacy of each individual

18. The RIGHT to send and receive MAIL.

19. The RIGHT to EARN MONEY and to receive ELIGIBLE ALLOWANCES that one is entitled to.

20. The RIGHT to CHOOSE WHERE ONE WANTS TO LIVE.  The right to live in the community of one's choice and to be given the support needed within that environment.

21.  The RIGHT to VOTE.  All Canadian citizens have the right to vote, including those with disabilities.  Part of the care provider’s role is to assist the individual (s) in their care to understand the voting process, and to exercise their right to vote, if they so choose.  The individual you are supporting should be encouraged to make an informed decision, based on what matters to them.  You may also need to assist them to register and to go to the polling station, if necessary.  (For further information please call Elections B.C. 1-800-661-8683.)

22. The RIGHT to ADVOCATE. All Canadians have a right to advocate for themsleves and access community advocacy support, for example, Office of the Advocate for Service Quality.

23. The RIGHT to ACCESS FILES. The right to access in a timely manner files or documentation kept on the person.

“Do not fear mistakes.  You will know failure.  Continue to reach out.”  - Benjamin Franklin

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Client responsibilities

With rights, however, come responsibilities.  It is more difficult to outline general responsibilities as each individual’s ability to understand and accept responsibility is so different.  Individuals must be consulted to determine the extent to which they are able to maintain their home, take charge of their health and safety, manage their finances, access their community independently, and cooperate with others.

The respecting of rights and responsibilities is an area that does not always have clear black and white rules.  Each individual relationship will have its own interpretation of how a right is realized and to what extent the corresponding responsibility is taught or expected.  Remember that one must never make assumptions when attempting to assess what an individual can and cannot do.

We rely greatly on every staff member’s  ability to exercise good judgment when faced with situations that may be “grey”.  If you feel uncomfortable with a situation that arises, it is always prudent and helpful to consult with your Manager.

General Health & safety rules

General Health & Safety rules apply to all employees, individuals and volunteers at SOAICL.  Health & Safety rules are intended to ensure that SOAICL is a safe place and must be followed without exception.

Reporting of Injuries

• Individuals are required to immediately report all injuries to program staff.

Alcohol or Illicit Drugs

• No individual will be permitted to enter or remain on the premises while his or her ability to work is affected by alcohol, illicit drugs, or other substance as to endanger his or her health or safety or that of any other person.

Smoking

• In accordance with SOAICL Board policy to provide a smoke-free environment and with WCB Regulation 4.81(a), smoking is not permitted within any building or vehicle.

Improper Activity or Behavior

• No individual shall engage in any improper activity or behavior that might create or constitute a hazard to him/herself or to any other person.

Personal Protective Equipment

• All individuals and visitors are required to wear the personal protective equipment (PPE) for the area or specific job being performed.

Reporting of Unsafe Conditions

• Individuals are required to report any unsafe or harmful conditions to staff.  The staff must ensure that any necessary corrective action is taken without delay except in the case of an emergency where action must be taken immediately.

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Complaint resolution process

If a person is not satisfied with the services that they are receiving from SOAICL, they have the right to complain.  The complaint will not jeopardize future service in any way.  In fact we appreciate a person’s efforts to let us know if aspects of services are unsatisfactory.  All input, both positive and constructive, helps us continue to improve our service delivery and address service gaps.

First Step

We encourage people to talk directly to the person involved.  People we serve may wish to ask for support from their key manager or if the problem is with the key Manager, the person can ask for help from the Executive Director.  Very often, situations and problems can be solved quickly at this level.

If there is still a problem

If talking to the person the problem is with does not work out, and you haven’t spoken to the key manager or Executive Director, talk to them now.  The manager or Executive Director will immediately initiate an inquiry.  The process may include one or more of the following and will be concluded within 5 working days:

• Talking to the person on the telephone and/or meeting with them in person.
• Talking to the person and the other person involved.
• Reviewing documentation Having a team meeting to come up with workable solutions.

The Executive Director will provide you with written notification regarding
the actions to be taken in resolving the complaint.

Who is the Advocate for Service Quality?

The Advocate for Service Quality is Jane Holland. She was appointed by, and reports to, the Minister. She does not work directly for the government.

When should I call Jane Holland?

If you have a problem with services you can contact Jane  Holland to talk it over. She will try to do something about it. She also encourages and helps adults to advocate for themselves.

For example, Jane will try to help:

• if you do not like the services you are getting
• if you think you are not treated fairly or with respect
• if you have problems with your social worker, financial aid worker, or support worker, or
• if you have problems with where you live.

How do I contact Jane Holland?

Fax: (604) 660-1505
In Vancouver phone: (604) 775-1238

If you live outside Vancouver, call Enquiry BC and ask them to transfer you to Jane Holland's office at (604) 775-1238

Victoria residents call Enquiry BC at (250) 387-6121
Elsewhere in B.C. call Enquiry BC at 1-800-663-7867

Mailing Address:
Office of the Advocate for Service Quality
530-1285 West Broadway
Vancouver, B.C.  V6H 3X8

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If the person is still unhappy about the outcome of the above

If still unsatisfied with the above, the person has the right to appeal to the Board of Directors and then to their CLBC social worker. 

If still unhappy about the outcome after speaking with the social worker, contact the Advocate for Service Quality. 

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Accessing services

The person will be asked to provide us with an application form and a referral package from the social worker.  The package should include:

• Health care plan Health & medical history for the last 5 years
• Placement History Personal Service
• Plan Summary or assessment of activities of daily living
• Summary or assessment of strengths and areas for growth
• Behavioral Profile Summary of likes and dislikes
• Recent consultant and professional support reports
• Social and family Information, including religious beliefs
• Current & past caregiver, and contact numbers

Personal Service Plans

Each person who attends SOAICL will have in place a personal plan that reflects their:

• Strengths
• Abilities
• Needs
• Preferences
• Desired outcomes
• Cultural background

The personal plan:

• Is developed with the input of the person receiving services
• Identifies specific measurable outcomes
• Identifies those responsible for implementation
• Is reviewed on a quarterly basis with respect to expected outcomes
• Is revised, as appropriate, based on the satisfaction of the individual

In accordance with the Association’s value of promoting inclusiveness and self determination, individuals are to be supported to develop their plans.  Reasonable efforts and accommodations will be made to obtain the active participation and understanding of the persons receiving services, including the inclusion of an advocate if the person prefers, or if it is necessary to interpret the person’s desires.  Plans focus on expected desirable outcomes/results that individuals will achieve through participation in SOAICL programs.  Quarterly reviews are essential to ensure outcomes are achievable and remain meaningful to the person.

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