Access and Equity Policy for POINT Programs Complaints and Concerns Procedure: Note: This procedure applies to each individual associated with POINT. Staff, volunteers, program participants, board members, and partner agencies are expected to report any individual or witnessed incident of discrimination, harassment or other unwelcome behaviour on a timely basis to the POINT Executive Director or the Board Chair. All individuals are encouraged to express any dissatisfaction with POINT programs and services. The complaint should be submitted in writing. If this is not possible, then the individual reporting the complaint should speak to the Executive Director or designated POINT staff member who will record the incident information, and pass it on to the Executive Director. This action should be filed as soon as possible after the circumstances giving rise to the complaint, but no later than one week after the occurrence.
Process for Addressing the Complaint or Concern: When a complaint or concern is reported, the Executive Director or a delegated neutral third party will investigate and/or counsel a program participant(s) whose behaviour may be inconsistent with POINT’s stated expectations. This investigation will begin within one working day of the receipt of a complaint or concern, and may be done in a formal or informal way. The investigation will be conducted in confidence and without prejudice. Where resolution is not reached, the complaint or concern, and any information/documentation collected will be brought to the attention of the POINT Board Executive Committee, who, in camera, will do the following: • Review the complaint or concern, and the results of the investigation / counselling provided • Assess the investigator’s recommendations • Determine a course of action, including meeting with the program participant(s) if appropriate • Report the incident or issue, and resolution in camera to the POINT Board of Directors. • Ensure that in all cases, the person(s) involved, and the complaint or concern are treated with respect and in confidence If the incident or issue remains unresolved, the Board will mediate or arbitrate a resolution on a confidential basis and without prejudice. The POINT Executive Director and Board of Directors are committed to take whatever action is necessary to prevent any behaviours, actions, incidents, or practices from occurring in its programs, services, activities, and events which may result in inequity and lack of fair access by all members of the public. as defined in the Access and Equity policy. The Executive Director and the Board will investigate any complaint or concern with seriousness, sensitivity and discretion and will deal quickly and fairly with complaints as they arise. Through this complaints and concerns procedure and process, the Executive Director and the Board strive to ensure that an atmosphere of diversity and inclusion is being encouraged on an ongoing basis throughout POINT. Contact Person: Executive Director P.O.I.N.T. Inc. 200 Eglinton Avenue West, 1st Floor, Toronto, Ontario M4R 1A7 Tel: 416-487-2390 E-mail: email@example.com Website: www.pointinc.org Access & Equity Principles and Policies for POINT Programs April 25, 2016
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