Adoption » Conflict Resolution Policy
Conflict Resolution Policy
CHOICES is committed to providing a quality service with respect and genuine concern for your needs. We would like to resolve any concerns or misunderstandings as quickly and sensitively as possible. Most issues can be settled at the source by speaking directly to the person involved or to the Executive Director.
If you have any concerns about the service that you are receiving from CHOICES, or about the behaviour of a staff member or contracted social worker, please use the following procedure:
STEP 1: EITHER talk your concerns over with your social worker if it relates to the service he/she is providing, OR if your concerns relate to general agency service or policy, speak to one of the office staff or to the Executive Director.
STEP 2: If you prefer not to speak with your social worker, you may make an appointment to meet with the Executive Director.
STEP 3: If the above procedure does not resolve the issue and you wish further assistance, you may meet with a committee of the Board who will hear your concerns or complaints. A response will be provided to you within 30 working days.
STEP 4: If agreement cannot be reached, you will have the option of making a formal complaint to the Director of Adoption.
The complaint to CHOICES may be made in writing, verbally or by any other means, such as using an alternative communication device or using the assistance of an interpreter.
Additionally, you may contact the Director of Adoption at the Ministry of Children and Family Development if you have a concern about CHOICES. The complaint to the Director of Adoption must be made in writing. You will be given every assistance possible to facilitate making the complaint. When making your complaint to the Ministry, you may be required to give them your consent to allow both the Agency and the Ministry to share information regarding the complaint.
The Board of Registration of Social Workers in BC also has a complaint process that you may access should you have concerns about the work of a registered social worker.
