Touchstone Family Association
Strengthening Families • Building Community

Touchstone is a non-profit community based social service agency. We have been providing services to Richmond and nearby areas since 1983.

Our services have primarily focused on preserving and enhancing family relationships. Through qualified staff, we offer a wide variety of professional services to the community.

 

Confidentiality and Release of Information

The following information is provided for you to understand what is done with the information we receive or accumulate about you.  Touchstone Family Association does its very best to ensure any information about you is kept confidential and private.  TFA also wishes to respect and uphold your basic needs and rights.

All information pertaining to you, the client will be held in the strictest of confidence, and TFA affirms the right to privacy for all Association clients.  That is, the TFA staff will keep all matters that deal with you private.  We will only share information with other people such as schools or probation officers if you give us permission to do so.  There are a few exceptions to this rule.  For instance, we share information and report to your social worker/guardian based on your goals of service on a regular basis (if applicable).  Also, all staffs are legally required to report/respond to any suspected incidents of abuse.  Further, if your safety or the safety of others is a concern, we must notify the appropriate authorities.

 

During the orientation process, you will be asked to sign some consent forms.  These forms are necessary to assist in keeping your information private.  You may be asked to sign a “Release of Information” form; this form will tell you what information we are sharing, and to whom we are sharing it with.  Another form you will be asked to sign is a “Consent to Service” form.  This form simply states that you agree to receive services from the Association.  This form will also indicate that we gather information to collect data and statistics.  This data helps us make Touchstone Family Association a better place for you to live or receive service.

Client Complaint Procedure

You will be informed as you are oriented to the program that you have rights and responsibilities, while participating in the program, including the right to file a complaint without fear of harassment, financial or personal retribution.
 
Concerns or complaints can be expressed by:
  • talking directly to the person you are complaining about
  • speaking to any staff person
  • speaking to the Program Director
  • requesting a meeting with the Executive Director
You will be encouraged to progress through each step above, as required or needed.
 
Concerns or complaints may be expressed either verbally or in writing, and you can appoint an advocate to assist you in expressing the concern.  Your counsellor will submit a TFA Complaint Form on your behalf to the Program Director, within five business days or sooner, upon receiving your complaint.  If you would prefer not to put the complaint in writing, the your keyworker/counsellor will take notes regarding the details of the complaint, where appropriate.
 
You may also contact your Social Worker to request their support in resolving the issue.  You also have recourse to contact the provincial Office of Children and Youth (1.800.476.3933) to file a complaint and seek the Representative’s support to resolve the issue.
 
You can also seek support by contacting the Family Advocate at the Ombudsman office. Staff will immediatley report any complaints by you to the Program Director, who will report to the Executive Director, whether the concern is resolved or not. 
 
If the complaint has been reported as being already resolved, the Program Director and the Executive Director will review the matter to discern if any further action is needed. Such action may include an interview with or an apology to you, an interview with any staff involved, a review of program policy or practises, review with the Association’s management team, a review with the program team, etc.
 
If the complaint has not been resolved, the Program Director and/or the Exectuive Director will intervene to seek resolution to the issue within fifteen business days (after the complaint has been filed).
 
If a program policy or practise conflicts with resolution of the issue, the matter will be considered by the Executive Director and/or the management team. The Executive Director may make an exception to policy to accommodate a special need or circumstance for you.  Where the policy is inconsistent with the program objectives or the Association’s principles and philosophy of service delivery, or is deemed to be unfair, the management team will review and revise the policy or practise. 
 
TFA will communicate any complaints made by you against our programs and/or staff to the Ministry of Children and Family Development(where appropriate) and the Board of Directors. This will inlcude the outcome of the attempt at resolution of said complaints.  The Ministry of Children and Family Development(where appropriate)  and Board of Directors shall also be informed of any failure to resolve complaints, to your satisfaction and within the Association’s paremeters, through our internal complaints resolution process. 
 
All complaints will be resolved to the satisfaction of all parties within thirty (30) business days, or by a mutually agreed upon time frame.
 

Conflict of Interest

Touchstone Family Association employees will not knowingly enter into a situation which could lead to a perception of a conflict of interest.  That is, the staffs will not be seen to have personally or financially benefited from a relationship with a Touchstone Family Association client, contractor, individual or organization doing or seeking business with Touchstone Family Association.  i.e. a staff member shall not receive any gifts or money from a client, contractor or organization for service provided.
 
Additionally, Touchstone Family Association staff will not enter into a contracted arrangement with a Ministry that funds Touchstone Family Association’s services, without the written permission of the Executive Director.  Touchstone Family Association staff will not provide any service similar to services provided by Touchstone Family Association, outside of their employment with Touchstone Family Association, without the written permission of the Executive Director.
 
Touchstone Family Association employees who feel that a perception of conflict of interest may arise, due to particular circumstances, are required to report the situation to their Program Director or to the Executive Director.
 

Input to Service

During orientation and throughout service, Touchstone clients are encouraged to provide feedback to their counsellor around their individulaized needs. Throughout service, if the opportunity arises, counsellors will encourage clients to give input to the services being provided, which could include giving input to their counselor’s training.