At Touchstone Family Association, we are committed to putting clients at the heart of everything we do. Your well-being, safety, and growth are our top priorities.
We believe in building respectful, compassionate, and trusting relationships with every person who walks through our doors. Our services are designed to support your unique needs, and we are here to listen, advocate, and walk alongside you on your journey.
This section outlines the key ways we uphold our commitment to you, including your rights as a client, how your privacy is protected, how you can give feedback, and what to do if concerns arise. We encourage you to explore these pages to better understand how we work together to create a safe, supportive, and empowering environment.
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
Respect and Inclusion
Informed Participation
Privacy and Confidentiality
Feedback and Concerns
Access and Support
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:
To contact the Office of the Representative for Children and Youth, call 1-800-476-3933
Your Responsibilities
Alongside your rights, we believe in shared responsibility to maintain a safe and respectful environment. As a client, you are responsible for:
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:
We will always explain why we need your information, how it will be used, and who it may be shared with.
Communication and Technology
While we understand that texting, email, and social media may be convenient, these methods are not always secure. If you choose to contact your counsellor through these platforms (e.g. Facebook, Instagram, or other messaging services), they will respond in a limited way and redirect you to a more secure form of communication, such as a phone call or an in-person appointment.
This approach helps protect your privacy and ensures your personal information is not unintentionally shared or accessed by others.
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:
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
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:
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:
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:
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
2. Release of Information
3. Technology Consent
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:
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.
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