Customer Service Feedback

Approved By Executive Management Team
Last Reviewed: August 9, 2017 (next review to be within two years of this date)

Responsible Role: Director, Human Resources
Responsible Department: Human Resources

SECTION 1 – INTRODUCTION
1.1   Purpose
The purpose of this policy is to fulfill the requirements set out in regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It specifies our approach to providing services to people with disabilities.

1.2   Scope
This policy applies to all JVS Toronto employees, Board and Board committee members, volunteers, students, contractors or consultants who are working at JVS Toronto or acting on behalf of JVS Toronto and who are privy to personal information.

1.3   Definitions
Disability
The Accessibility for Ontarians with Disabilities Act(AODA) S.O. 2005, CHAPTER 11 defines this term as (a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device, (b) a condition of mental impairment or a developmental disability, (c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, (d) a mental disorder, or (e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act,1997; (“handicap”)

Assistive Devices
An Assistive Device is any device that helps someone do something that they might not otherwise be able to do well or at all. Generally the term is used for devices that help people with mobility, vision, mental, dexterity or hearing loss.

Service Animal
Service animals are animals that have been trained to perform tasks that assist people with disabilities. Service animals may also be referred to as assistance animals, assist animals, support animals, or helper animals depending on the country and the animal’s function.

Customer
The term customers includes individuals and their accompanying guardians/care givers accessing and/or participating in services at JVS Toronto and include volunteers, students, donors, employers, community agencies and service partners who are external to the agency. Customers at JVS Toronto are often referred to as a “client”.

1.4.   Related Policies
Human Rights Policy
Customer Service Policy
Customer Complaints Policy

1.4.1   Privacy Policies

1.5.  Legislative Context
Accessibility for Ontarians with Disabilities Act
Ontarians with Disabilities Act
Ontario Human Rights Code
Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act
Blind Persons’ Rights Act

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SECTION 2 – POLICY

2.1 Policy
It is JVS Toronto commitment to provide access and a high level of customer service to everyone including people with disabilities.

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NOTE: The following section, 3, “RESPONSIBILITY & PROCEDURE” represents best practices as determined by JVS Toronto, and is largely designed to provide guidance to designated JVS Toronto representatives.  However, it is understood that, where appropriate, these representatives may adopt modified procedures in response to any given circumstance. Procedural Guidelines continue on this and the following page(s).

SECTION 3 – RESPONSIBILITY & PROCEDURE

3.1  Our Vision and Mission
JVS Toronto has a vision where every individual has opportunities for employment. We enable people to maximize their potential at work and school. We help employers with the right human resources.

3.1.1  Our Commitment
In fulfilling our mission, JVS Toronto strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. Services may include referrals to other programs that may be better suited to meeting the individuals’ personalized or unique needs.

3.1.2  Providing goods and services to people with disabilities
JVS Toronto is committed to excellence in serving all customers including people with disabilities. We use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following four principles:

• Dignity
• Independence
• Integration
• Equal opportunity

3.1.2 (a)  Communication

• JVS Toronto will communicate with people with disabilities in ways that take into account their disability.
• JVS Toronto will train staff on how to interact and communicate with people with various types of disabilities.
• JVS Toronto will ask how we can help those who seek our services.

3.1.2 (b)  Telephone services
JVS Toronto is committed to improving accessible telephone service to our customers. To that end, JVS Toronto will:

• Train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
• Offer to communicate with customers through e-mail, relay services and written means if telephone communication is not suitable to their communication needs or is not available.

3.1.2 (c)  Assistive devices
JVS Toronto is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its goods and services.

3.1.3  Use of service animals and support persons
JVS Toronto is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. It will also ensure that staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

JVS Toronto is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter JVS Toronto’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

3.1.4  Notice of temporary disruption
JVS Toronto will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances, by broadcast message by telephone and on the JVS Toronto website.

3.1.5  Training for staff
JVS Toronto will provide training to all employees, students and volunteers who deal with the public or other third parties on its behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. All employees, students and volunteers are required to sign a declaration indicating they understand the JVS Toronto Accessible Customer Service Policy and agree to comply.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use accessibility equipment or devices available on JVS Toronto’s premises.
• What to do if a person with a particular type of disability is having difficulty accessing JVS Toronto services.

Staff training will include serve-ability transforming Ontario’s customer service. http://www.mcss.gov.on.ca/mcss/serve-ability/splash.html

Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

3.1.6  Feedback process
The ultimate goal of JVS Toronto is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

JVS Toronto has a process for receiving and responding to feedback for goods and services provided to people with disabilities. Feedback can be provided verbally, by e-mail, by phone or in writing. All feedback is directed to the Director, Quality and Customer Service.

Complaints about accessibility are addressed through the JVS Toronto Customer Complaints Policy and process.

3.1.7  Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.Any policy of JVS Toronto that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

3.1.8  Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Director, Quality and Customer Service.

3.1.9  Administration of the Policy
Responsibility for the periodic review and revision of this policy lies with the Director, Quality and Customer Service working in conjunction with Senior Management.

3.2  Supporting Documentation
Name: JVS Privacy Breach Report
Location: JVS Insider
Document Type: PDF

Name: Template Letter Response To A Privacy Breach
Location: JVS Insider
Document Type: PDF

Name: Customer Complaint Policy
Location: JVS Insider
Document Type: PDF

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SECTION 4 – GOVERNANCE

4.1   Policy Owner
Director, Human Resources

4.2   Version Control And Change History
Version Number: 5
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed by the Director, Human Resources on August 9, 2017.

Version Number: 4
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed by the Vice President, Human Resources on June 23, 2015. Policy ownership was changed to Vice President, Human Resources.

Version Number: 3
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed and edited for wording consistency on June 26, 2013.

Version Number: 2
Approval Date: May 4, 2011
Approved By: EMT
Amendment:  

Version Number: 1
Approval Date: October 2009
Approved By:
Amendment: 

Approved By Executive Management Team
Last Reviewed: December 22, 2016 (next review to be within two years of this date)

Responsible Role: President & CEO  
Responsible Department: Executive Office

SECTION 1 – INTRODUCTION
1.1   Purpose
JVS Toronto is committed to providing high quality and appropriate services for each customer seeking services. JVS Toronto recognizes that customers have the right to the opportunity of voicing their complaints to the agency about their experience with JVS Toronto services and to have their concerns addressed in a transparent and timely manner.

1.2   Scope
The policy applies to all JVS Toronto employees, volunteers including Board and Board Committee members, placement students, contractors or consultants, and anyone working at or acting on behalf of JVS Toronto, and who are privy to personal information.

1.3   Definitions
Customer:
The term customers includes individuals and their accompanying guardians/care givers accessing and/or participating in services at JVS Toronto and include volunteers, students, donors, employers, community agencies and service partners who are external to the agency. Customers at JVS Toronto are often referred to as a “client”.

Complaint:
A complaint is a formal expression of dissatisfaction or concern regarding services received. It can be expressed verbally, in writing or electronically. As it relates to this policy, a service provision complaint can include issues related to Program accessibility, quality, professionalism, communication, discrimination, privacy, facilities, staffing, customer service, safety, or other similar issues.

1.4.   Related Policies
Dealing With Clients’ Challenging Behaviour Policy
Client Abuse Prevention & Reporting
Privacy Breach Policy

1.4.1    Privacy Policies

1.5 Legislative Context
Ontario Human Rights Code
Occupational Health and Safety Act
Ontarians with Disabilities Act
Child and Family Services Act
Health Care Consent Act
Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act

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SECTION 2 – POLICY

2.1 Policy
JVS Toronto has the responsibility of ensuring that all customer complaints are reviewed and addressed in an appropriate and timely manner. The nature of complaints will be reviewed by Management teams on a regular basis in order to make quality, access and process improvements to service.

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NOTE: The following section, 3, “RESPONSIBILITY & PROCEDURE” represents best practices as determined by JVS Toronto, and is largely designed to provide guidance to designated JVS Toronto representatives.  However, it is understood that, where appropriate, these representatives may adopt modified procedures in response to any given circumstance.

SECTION 3 – RESPONSIBILITY & PROCEDURE

3.1  For Consideration
Consider the following to be prepared for potential complaints.

• A complaint can be made in person, by telephone, e-mail or mail.
• A complaint can be made by a client, employer or other JVS Toronto stakeholder, and come directly from the individual of someone acting on their behalf like a parent or guardian.
• If a complaint is directed towards the person receiving the complaint, it must be forwarded to the individual’s manager or JVS Toronto contact who will determine if further contact with the client by the individual should occur. No direct contact should occur with the customer, after the complaint is logged, without agreement from the individual’s manager or JVS Toronto contact.
• If a complaint is received by someone else, such as a Board member, the complaint should be referred to the President & CEO who will direct it to the right individual for follow up.
• A complaint might be escalated at any point by the complainant to the President & CEO, Board member or funder. If a client indicates their intention to escalate the complaint, the employee should immediately inform the person they intend to contact.
• A complaint may involve others for consultation, or require negotiation with customer to resolve it.
• It is the responsibility of Human Resources to interact with and involve the union as required.

3.1.1  Complaint Intake Phase
The employee who receives the complaint informs the customer of the process in the Customer Complaint Policy, or provides a copy of the policy, and refers the complaint to the appropriate manager by completing the Intake Section of the Complaint Log Form within one (1) business day of receiving the complaint. The employee should provide the customer with a copy of this policy to explain the complaint process that will be followed.

If the complaint relates to privacy, the Privacy Breach Protocol should be followed.
The manager will review the complaint details in the Intake Section of the Complaint Log Form to determine if the issue is directly related to him/her. If the complaint is about the manager, refer the complaint to the appropriate director. The director will assume responsibility for the complaint and completes the phases of the process.

The manager initiates the Client Complaint Communication Record in order to document all communications (e.g. e-mail, telephone, in person) with the customer throughout the complaint process. The manager maintains all communication until the complaint is resolved. If immediate action was taken as a Caution or Denial of Service for a complainant who is an active JVS Toronto client, record this status in the client’s case management database and hard file.

3.1.2  Information Gathering
The manager will initiate verbal contact with the customer within two (2) days of receiving the complaint. The customer will explain the nature of the complaint to the manager in more detail.

The manager will complete the remaining sections of the Compliant Log Form and sends a copy to their director or next level of management. The director will review the complaint to determine if further involvement is required. The President & CEO, or the assigned senior team member, will review the complaint for quality outcomes and consider trends.

The manager will determine if more information is required and will gather further information from the customer or internal staff member as required. If the internal staff member is a program staff member, the manager will discuss the complaint with him/her. The manager will have the employee provide his/her details of the incident on the Staff Response Form. If the staff member is outside of the program, the manager will discuss the complaint with that individual’s manager.

3.1.2 (a)  Complaint File
The manager continues to gather as much information as needed until the nature of the complaint is fully understood and documented. If helpful, the manager can meet with the customer and employee together to facilitate information gathering or a resolution. Them manager will then send a copy of all information to the President & CEO, or the assigned senior team member, as the holder of all complaint files. The President & CEO, or the assigned senior team member, will log the complaint into the central system and will inform the manager if there are any previous complaints and resolutions that are documented for that individual.

3.1.3  Determining Action
The manager will explore options to address the customer’s complaint and determine suitable option(s) for addressing concerns. The manager will use their discretion in determining the appropriate level of consultation required with their director. The manager will work with Human Resources to address any required actions related to the employee. Human Resources will provide advice and direction as needed. The manager will follow up with customer within two (2) business days to present resolution option(s) (or a plan with timelines) and determine if this course of action will resolve the customer’s issue(s). If the resolution is acceptable to the customer, the manager completes the Complaint Resolution Form and proceeds to closing the file. If an employee was involved in the complaint the manager will inform him/her of the outcome/resolution. The manager will also inform the director of the outcome/resolution.

If helpful, the manager can meet with the customer and employee together to facilitate a resolution.

If the situation is not acceptable to the customer, the manager will inform the customer that the complaint will be referred to the appropriate director or next level of management.

The director will identify alternate resolutions or consult with the complaint to the President & CEO, or the assigned senior team member, for alternative actions or recommendations if required. Once an outcome is decided the director will present the final resolution to the customer. There may be several discussions back and forth with the client until a final resolution is identified. When the complaint is resolved the Complaint Resolution Form is completed and the file closing process is initiated.

3.1.4  Complaint Closing
The manager completes the Complaint Closing Checklist and maintains a copy in the client file. Also note in the client’s electronic file in the case management database that the complaint and resolution details are resolved. The manager drafts a letter to the customer (using the template) outlining the details of the situation and the final resolution. The manager forwards the draft letter to the director. The President & CEO provides input/direction as required. The manager sends the final letter to the customer and copy to the President & CEO, or the assigned senior team member.

The manager transfers the complete documentation including any scanned or original documents to the President & CEO, or the assigned senior team member. The President & CEO, or the assigned senior team member, holds all JVS Toronto complaint files and responds to requests for complaint details as required.

If warranted, note Reasons for Caution or Denial of Service in the case management database.

3.1.5  Escalation Process
If the customer is not satisfied with the final resolution, he or she can escalate the decision for further review to the President & CEO, or the assigned senior team member. The President & CEO, or the assigned senior team member, will consider whether or not due process was followed and advise all internal parties of the findings. If the due process was followed, the President & CEO, or assigned senior team member, will prepare a letter as a final response to the customer, signed by the President & CEO. The President & CEO, or assigned senior team member may choose other internal resources to review the details of the complaint.

If due process was not followed, the outcome may be changed. If this occurs, the President & CEO, or assigned senior team member, will communicate the decision to the customer and will prepare a formal letter to the customer. Once a final resolution is achieved the President & CEO, or assigned senior team member, completes the Complaint Resolution Form documentation.

3.1.6  Ongoing Complaint Review
All documents related to a client complaint will be filed and stored by the President & CEO, or assigned senior team member.

All complaints will be reviewed monthly by the President & CEO, or assigned senior team member, who is responsible for reviewing all resolved complaints to identify trends and ensure the quality of resolution.

The President & CEO, or assigned senior team member, will advise Human Resources about any complaints that involve JVS Toronto employees. Human Resources will consult with the employee’s manager regarding any required action and/or documentation.

A report is submitted annually to the Board of Directors summarizing the complaints and outcomes. This is compiled by the President & CEO, or assigned senior team member.

Managers will hold “lessons learned” discussions in their team meetings to make changes and/or improvements to service as required. This can be optional if there are confidentiality concerns with sharing the details of the complaint to the team.

3.1.7  Funder Initiated Complaint
A funder complaint will typically be made with the President & CEO who will record as much detail as possible will be completed in the Intake Section of the Complaint Log Form. The President & CEO will oversee funder complaints. The President & CEO will initiate verbal contact with the funder within 24 hours. The President & CEO will forward the complaint details to the manager and director who will begin the documentation and information gathering process. The President & CEO will be involved as required.

The director will follow the policy and processes until a resolution is achieved and will inform the President & CEO of the outcome. The President & CEO will update the funder on the resolution of the complaint including a formal letter or email. The manager will complete all of the required documentation and forward it, including the Complaint Resolution Form, will be sent to the President & CEO, or assigned team member.

If the complaint initiates with the manager from the funder, the manager responds to the complaint and keeps others (eg: President & CEO, Director, etc.) informed as required. All documentation is forwarded to the President & CEO, or assigned team member.

3.2  Supporting Documentation
Name: JVS Privacy Breach Report
Location: Data Drive
Document Type: PDF, Word

Name: Template Letter Response To A Privacy Breach
Location: Data Drive
Document Type: PDF, Word

Name: Complaint Log Form
Location: Data Drive
Document Type: PDF, Word

Name: Staff Response to Complaint Form
Location: Data Drive
Document Type: PDF, Word

Name: Complaint Communications Record
Location: Data Drive
Document Type: PDF, Word

Name: Complaint Resolution Form
Location: Data Drive
Document Type: PDF, Word

Name: Complaint Closing Checklist
Location: Data Drive
Document Type: PDF, Word

Name: Complaint Letter Template
Location: Data Drive
Document Type: PDF, Word

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SECTION 4 – GOVERNANCE

4.1   Policy Owner
President & CEO 

4.2   Version Control And Change History
Version Number: 6
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed on December 22, 2016 and minor wording changes were made to reflect staffing changes and currently used internal terms.

Version Number: 5
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed and edited on October 15, 2015 to update logo and position titles.

Version Number: 4
Approval Date: n/a
Approved By: n/a
Amendment: This policy was reviewed and edited on March 20, 2014 during the Imagine Canada accreditation process.

Version Number: 3
Approval Date: n/a
Approved By: n/a
Amendment: This policy was edited for clarity and consistency on June 24, 2013.

Version Number: 2
Approval Date: April 8, 2011
Approved By: EMT
Amendment:  

Version Number: 1
Approval Date: March 2011
Approved By:
Amendment: