Services Users Concern Policy

Intent

Mission Services programs (Inasmuch, Men’s Services, Suntrac and Community Services) welcome you as a service user (client, visitor, etc.). We are committed to serve you with dignity and respect with safe, quality service. If you feel that you have not been served with dignity, respect or safely, it is important to us to hear from you. We will do our best to respond to your concerns promptly. This policy is to be posted at all Mission Services locations.

 

Guidelines

If you have a concern or complaint, please follow this procedure:
STEP 1 – Talk to a staff member. They will write down your comments and they will try to provide a satisfactory response.

STEP 2 – If you do not receive a satisfactory response you should talk to the Manager who will try to provide a satisfactory response.

STEP 3 – If you do not receive a satisfactory response from the Manager please direct your comments in writing to the Program Director of Mission Services of Hamilton, Inc. (P.O. Box 368, Hamilton, Ontario, L8L 7W2). The Program Director will contact you within 5 days to discuss your concerns. If you are no longer a resident at or attending a Mission Services Program, please be sure to provide an address or phone number where you can be contacted.

STEP 4 – If you do not receive a satisfactory response from the Program Director please direct your comments in writing to the Executive Director of Mission Services of Hamilton, Inc. (P.O. Box 368, Hamilton, Ontario, L8L 7W2). The Executive Director will contact you within 7 days to discuss your concerns.

STEP 5 – In the event that your concerns still have not been resolved you may write to the Chairperson, Board of Directors of Mission Services, P.O. Box 368, Hamilton, Ontario, L8L 7W2.
Please include the details of your concerns. Assuming that you have followed the steps noted above, the Chairperson will contact you in order to answer your concerns.

In the event that there are issues of public concern involving highly sensitive & volatile matters (public relations, legal issues, media, donor relationships, police involvement,serious occurrences on Mission Services property, etc.) the following procedure must be observed by all Mission Services personnel and volunteers:
– Immediately refer inquiries to the Program Director and in their absence, to the Executive Director. The Program Director will take note of the issue(s) and will consult with the Executive Director to determine the appropriate action.
– If the inquiry is concerning a complaint or accusation by a staff member, volunteer or client of Mission Services, the inquirer should be referred to the above Public Concerns Policy.
– If the inquirer refuses to follow the guidelines of the Public Concerns Policy, then a letter should be addressed to the Executive Director explaining the concern and why this policy is not sufficient to deal with the immediate issue. A written reply will be given to the inquirer by the Executive Director.