Our commitment to our clients

At Touchstone Family Association, we are committed to creating a safe, respectful, and supportive environment where every client feels empowered and heard. We follow all legal and ethical standards, and we believe that knowing your rights—and responsibilities—helps foster positive, collaborative relationships.

Your Rights

As a client of Touchstone Family Association, you have the right to:

Safety and Well-being

• Feel safe in all programs and services.
• Be free from abuse, neglect, humiliation, retaliation, or exploitation.
• Participate in services where safety procedures and trained staff are in place.
• Receive support and protection in situations involving threats of harm to yourself or others.

Respect and Inclusion

• Be treated with dignity and respect, regardless of your race, gender, age, sexual orientation, religion, beliefs, or personal background.
• Express your views and be heard without judgment.
• Be free from discrimination of any kind.

Informed Participation

• Be informed of your legal, civil, and human rights.
• Understand the policies that affect you during your involvement in services.
• Be included in decisions made about you and your family.
• Receive information in a way that is clear and understandable.
• Be supported in making informed choices at your own pace.

Privacy and Confidentiality

• Have your personal information kept confidential.
• Be advised of situations when confidentiality may need to be broken (e.g. safety risks or legal requirements).
• Consent to or decline photo, video, or audio recording during services.

Feedback and Concerns

• Share concerns or complaints about the services you are receiving.
• Be informed of the complaint process, and how to contact the Program Director, Executive Director, or Board of Directors.
• Be supported in accessing external complaint processes when applicable, such as the Ministry of Children and Family Development (MCFD) or the Office of the Representative for Children and Youth.

Access and Support

• Receive information about other resources or services if you choose to leave the program.
• Be supported in maintaining your cultural heritage and practicing your religion.
• Have access to interpreters if language or disability is a barrier to communication.
• Participate in appropriate social, recreational, and cultural activities.

Rights for Youth in Care

If you are a youth in care, you are also protected under the Child, Family and Community Services Act. These additional rights include:

• Access to food, clothing, shelter, and health care.
• Privacy and possession of your personal belongings.
• A say in decisions affecting your life, including your plan of care.
• Protection from corporal punishment.
• Access to education, cultural support, and recreational opportunities.
• The right to contact and speak privately with advocates, including lawyers, Members of the Legislative Assembly, and the Office of the Representative for Children and Youth.

To contact the Office of the Representative for Children and Youth, call 1-800-476-3933  or visit their website 

Visit Know Your Rights to learn about your rights as a young person in care. 

Your Responsibilities

Alongside your rights, we believe in shared responsibility to maintain a safe and respectful environment. As a client, you are responsible for:

• Respecting the safety, privacy, and well-being of others.
• Taking care of your personal health and participating in your care.
• Listening to others and being open to collaboration.
• Following program expectations and attending scheduled sessions.
• Respecting differences in others’ cultures, beliefs, and abilities.
• Taking responsibility for your actions and learning from mistakes.
• Keeping our environment clean and safe.
• Communicating your concerns with staff when needed.
• Learning about and respecting the rights and responsibilities of others.

We’re Here to Support You

Your counsellor or program staff will go over your rights and responsibilities with you and are available to answer any questions you may have. We are here to work with you in building a safe, empowering, and respectful experience throughout your time with Touchstone.

At Touchstone Family Association, we believe that your voice matters. From the moment you begin your journey with us and throughout your time in service, we encourage you to share your thoughts, needs, and experiences. Your input helps ensure that the support you receive is not only personalized, but also respectful, responsive, and rooted in your unique perspective.

Providing Feedback

Counsellors and team members will regularly invite feedback and create space for open dialogue. This includes discussing your individual needs and goals, as well as checking in on how services are progressing. We also welcome your suggestions on how your counsellor can continue to grow in their professional development—your input helps us remain accountable and continually improve.

As your service comes to a close, you’ll be invited to complete a client feedback survey. This is a key opportunity to reflect on your experience, let us know what worked well, and identify areas where we could do better.

In addition to formal opportunities, we encourage ongoing, informal feedback at any time. Whether it's through a conversation, email, or survey, your voice is always welcome.

We value all feedback—both positive and constructive. Your insights directly contribute to the ongoing improvement of our programs and services. By sharing your experience, you play an important role in shaping a stronger, more effective support system—not just for yourself, but for the entire community we serve.

At Touchstone Family Association, we are committed to protecting your privacy and the personal information you share with us. We recognize the importance of your trust and take our responsibility to safeguard your information seriously.

How We Use Your Information

We collect, use, and share your personal information only with your informed consent, and only when it is necessary to:

• Provide you with services,
• Coordinate care with professionals involved in your support, or
• Comply with legal or regulatory requirements.

We will always explain why we need your information, how it will be used, and who it may be shared with.

Privacy and Technology-based Communication

We are committed to protecting your privacy and ensuring that your personal information is handled with care. While texting, email, and social media may feel convenient, they are not always secure ways to communicate.

For this reason, if you contact your counsellor through platforms like Facebook, Instagram, text messaging, or other third-party apps, they will respond only in a limited way and redirect you to a more secure method, such as a phone call, encrypted email, or in-person appointment. This is to safeguard your confidentiality and comply with privacy laws and ethical standards.

We want all clients and families to be informed about the potential risks of communicating through technology. These risks may include:

• Messages being intercepted, misdirected, or accessed by unauthorized people
• Delays or failures in message delivery or receipt
• Confidential information being stored on third-party servers without your knowledge or consent

We do not use social media platforms or public-facing messaging services for clinical conversations, or any exchange of sensitive information.

If we need to contact you by phone or email, we will confirm your communication preferences and obtain your consent as part of your intake process. You can update these preferences at any time.

For more information about common risks you should be aware of when communicating through technology, please click here.

Your Right to Withdraw Consent

You can withdraw your consent for us to use or share your personal information at any time. Please note that doing so may limit our ability to continue providing services to you.

Learn More

If you'd like to understand more about the potential risks of communicating through technology, or how your privacy is protected at Touchstone, we’re here to help.

For more information about our privacy policies and procedures, please contact our Executive Director, Judy Valsonis, Privacy Officer:

By Mail:
Touchstone Family Association
210-3031 Viking Way
Richmond, BC V6V 1W1

By Phone: 604-279-5599

For all other inquires, please contact your designated counsellor or staff member. 

At Touchstone Family Association, we are committed to providing a safe, respectful, and inclusive environment for everyone. If you ever have a concern or complaint about your experience with us, you have the right to speak up—without fear of harassment, retaliation, or negative consequences.

We value your feedback and take complaints seriously. Your voice matters, and we are here to listen and respond with care and accountability.

How to Share a Concern or Complaint

We encourage you to bring forward any concerns as early as possible, so that they can be addressed in a timely and respectful way. You can share your complaint in the way that feels most comfortable to you:

• Talk directly to the person involved (if you feel safe doing so)
• Speak with any Touchstone staff member
• Ask to speak with the Program Director
• If needed, request a meeting with the Director of Services
• If the issue is still unresolved, request a meeting with the Executive Director

You can express your concerns verbally or in writing. If you prefer not to write your complaint yourself, a Touchstone staff member can help document your concerns and submit a complaint form on your behalf.

You also have the right to appoint an advocate—a trusted person who can support you or speak on your behalf.

Additional Support Options

• You may contact your Social Worker to help resolve the concern.
• Youth and families can reach out to the Office of the Representative for Children and Youth at 1-800-476-3933 for support and to file a complaint.
• The Ombudsperson’s Office also offers assistance through a Family Advocate.

What Happens After You File a Complaint

All complaints, whether resolved quickly or ongoing, are reported to the Program Director, who will then inform the Director of Services and the Executive Director.

If your concern is already resolved, leadership may still review the issue to ensure appropriate action was taken. This could include:

• Offering a follow-up conversation or apology,
• Speaking with involved staff,
• Reviewing program policies or procedures, or
• Discussing improvements with our management team.

If your concern has not been resolved, a member of leadership will respond and work toward a solution within 15 business days of the complaint being filed.

In complex situations, where policies conflict with the resolution of the issue, the Executive Director may approve exceptions to ensure your needs are met.

If the concern points to outdated or inconsistent practices, our Management Team will review and recommend necessary policy changes to the Board of Directors.

Transparency and Communication

Where appropriate, any formal complaint made against Touchstone staff or programs will be reported to the Ministry of Children and Family Development and to our Board of Directors, including the outcome and whether the complaint was resolved to your satisfaction.

Timeline for Resolution

Our goal is to resolve all complaints within 30 business days. If more time is needed, we’ll work with you to agree on a reasonable timeframe based on the nature of the concern.

We’ll Go Over This with You

During your program orientation, Touchstone staff will review this complaint process with you and explain your rights and responsibilities. We are here to make sure you feel safe, informed, and supported every step of the way.

At Touchstone Family Association, your privacy is important to us. We are committed to keeping all information about you safe, secure, and confidential.

This page explains how we handle your personal information, what exceptions may apply, and how your consent plays a key role in protecting your privacy.

Your Right to Privacy

Any personal information you share with us is treated with the strictest confidentiality. This means:

• We do not share your information with others outside the Association without your knowledge and consent.
• We will ask for your permission before sharing information with people or organizations like schools, probation officers, or community services.

When Information May Be Shared Without Consent

There are a few important exceptions when we are legally or ethically required to share information, even without your consent:

• If your safety—or someone else’s—is at risk.
• If there is suspected abuse or neglect. All staff are legally required to report this to the appropriate authorities.
• If you have a social worker or legal guardian involved in your service, we are required to share relevant updates with them regularly.
• When quality assurance or supervision processes require internal access to your file. This is done under strict privacy standards.

We always aim to share the minimum information needed and only with those who need to know.

Consent Forms: What You’ll Be Asked to Sign

During your orientation to the program, we’ll go over a few important consent forms with you. These help ensure that you understand and control how your information is handled:

1. Consent to Service

• • Confirms that you agree to participate in services at Touchstone.
  • Informs you that we collect general data to help improve our programs (used anonymously for planning and reporting).

2. Release of Information

• • Details what information will be shared and with whom.
  • You will be asked to review and sign this form before any personal details are shared outside the Association.

3. Technology Consent 

• • If you choose to participatite in online services (i.e. conselling sessions over zoom) you will be asked to sign an additional technology consent form to ensure you are aware of both the benefits and downfalls of online services. 

You always have the right to ask questions or request clarification before signing. You may also choose not to give consent, although that may affect how we’re able to support you.

At Touchstone Family Association, we are committed to ensuring our work is always guided by professionalism, integrity, and your best interests. To maintain transparency and trust, we have clear policies in place to prevent real—or perceived—conflicts of interest.

What Is a Conflict of Interest?

A conflict of interest occurs when a staff member’s personal, financial, or outside professional interests could improperly influence—or appear to influence—their role at Touchstone or the services provided to you.

To avoid this, our staff will never:

• Accept personal gifts, money, or favors from clients, contractors, or organizations connected to Touchstone.
• Use their position to gain personal or financial benefits from their relationship with a client or community partner.
• Provide services outside of Touchstone that are similar to those offered through the Association, without written approval from the Executive Director.

Working with Funders or Outside Organizations

Staff are also not allowed to enter into contracts with any Ministry or organization that funds Touchstone’s programs unless they receive written permission from the Executive Director.

This ensures that our relationships with clients, funders, and community partners remain ethical, fair, and focused on providing the best possible service.

What Happens If a Conflict Arises?

If a staff member believes that a situation could create the perception of a conflict of interest—even unintentionally—they are required to report it immediately to their Program Director or the Executive Director.

This allows the organization to take proactive steps to assess and address the situation appropriately, protecting everyone involved.

Our Commitment to You

We take these policies seriously because we are committed to transparency, fairness, and maintaining the highest ethical standards in all of our work.

If you ever have questions or concerns about this policy, please feel free to speak to your counsellor or a program supervisor.

At Touchstone Family Association, we are committed to providing services that are guided by the highest ethical standards. Our Code of Ethics ensures that clients are treated with respect, integrity, and professionalism at all times. It outlines the values and responsibilities that all Touchstone counsellors are expected to uphold and helps build the foundation of trust essential to a strong counselling relationship.

This Code is in place not only to guide our staff—but also to protect and inform the individuals and families we support.

Our Ethical Standards

Values

Our counsellors are guided by the core values of integrity, co-operation, and respect in all interactions.

Responsibility

Counsellors take all reasonable steps to ensure client safety during sessions. Regardless of the setting or service arrangement, they are committed to acting ethically and never using their role for personal gain.

Anti-Discriminatory Practice

We recognize that bias and stereotypes can cause harm. Touchstone counsellors actively reflect on their own attitudes and ensure that their practice is inclusive, respectful, and free from discrimination.

Confidentiality

Confidentiality is central to our work. Counsellors follow our Association’s confidentiality policy carefully to protect client privacy and to build the trust necessary for effective support.

Contracts

Clients will be informed of the terms and conditions of counselling before services begin. If any changes are made, they will be discussed and agreed upon in advance.

Boundaries

Healthy boundaries are essential. Counsellors maintain appropriate professional boundaries and are mindful of any overlapping or prior relationships with clients that may influence the counselling dynamic.

Competence

Touchstone counsellors commit to ongoing professional development. They regularly monitor their own performance, stay within their scope of practice, and participate in clinical supervision to ensure they are providing the best possible care. 

Our Commitment to You

Every Touchstone counsellor is expected to follow this Code of Ethics as part of their professional responsibility. If you ever have questions about how ethical guidelines apply to your service, please speak to your counsellor or program supervisor.

At Touchstone, we believe ethical care is compassionate care—and we’re here to support you with integrity, clarity, and respect every step of the way.