Family Services Ottawa Accountability, Confidentiality and Accessibility

Inclusivity

Family Services Ottawa believes that equitable participation by all creates strong, healthy, and vibrant work environments and communities. We acknowledge that discrimination and oppression exist in our society and are violations of human rights and an abuse of power.

Consistent with our mission and values, we believe that discrimination is an act of oppression which affects the way people view the world around them.  This often shapes the perceptions of who is included and who is excluded. Acts of discrimination and oppression are not tolerated by this organization and immediate steps will be taken to address any and all allegations of discrimination and oppression.

Family Services Ottawa makes a commitment to providing services, establishing procedures and maintaining a work environment in which differences are respected and actively embraced as a source of strength in diversity.

Client Rights

Clients of family Services Ottawa can expect to receive the following rights:

• Clients can expect to be treated honestly, with respect and dignity at all times, in a manner consistent with the values of the organization, the law, and Human Rights legislation.

• Clients can expect to receive services in a professional manner from qualified personnel.

• Clients are entitled to their privacy, and to have all their involvement with Family Services Ottawa treated confidentially.

• Clients have the right to raise issues of concern about their counseling experience, services received, or any decisions made, by contacting their worker’s supervisor.

• Clients can expect to be made aware of all significant policies and procedures related to the service they receive from Family Services Ottawa and to give informed consent for all services they receive.

• Clients are entitled to know the contents of their case file(s) and can add to the record to correct inaccuracies.

• Clients can expect a safe and secure service environment.

• Clients have a right to make decisions about their service and participation, including the right to refuse or discontinue service at any time.

Client Responsibilities

Clients of Family Services Ottawa are expected to uphold the following responsibilities:

• Clients are expected to participate to their fullest potential in the services provided.

• Clients are expected to treat all volunteers, staff, other clients and property with respect.

• Clients are expected to attend as scheduled and to provide sufficient notice should they be unable to attend a session.

• Clients are expected to pay any fees for service in a prompt and reasonable manner.

• Clients are expected to hold in confidence any information they learn regarding other individuals while at Family Services.

Complaints or Concerns

Clients have the right to raise issues of concern about their counseling experience, services received, or any decisions made, by contacting their worker or the supervisor.

Complaints may be made by clients, participants or the general public. The Organization treats such communication seriously at all times and will respond as necessary and with respect for FSO’s confidentiality policies.

Approach to Service

Family Services Ottawa’s approach to service delivery will focus on:

• Respecting the unique values and beliefs of persons served.
• Prioritizing the needs and preferences of clients.
• Empowering clients to participate fully in decision making around the service they receive.
• Identifying and building upon individual strengths.
• Incorporating knowledge of the client’s environment and community resources.
• Considering the clients’ structural and systemic context, including an individual’s family, friends, community, as well as social, cultural, and spiritual aspects.
• Recognizing a client’s social location, intersectional identities, and access to social determinants of health.

We strive to be strength-based, anti-oppressive and trauma-informed in our work.

We seek to reduce barriers and increase accessibility for all, especially for those from historically and systematically underserved and marginalized population.