Diversity Statement
Lake Ridge Community Support Services is committed to providing an environment that fosters compassion and creates a community of belonging in which employees and service recipients feel supported and respected. This community of belonging is one in which everyone is treated with dignity and promotes the voices/opinions of people from different cultural, socioeconomic, and developmental backgrounds. We continue to provide an environment that is free of harassment, discrimination, and violence and to continually grow and adapt our knowledge and flexibility. Fostering a community of understanding and belonging promotes our commitment to grow and evolve as one diverse community that is stronger together.
Diversity, Equity & Inclusion Community of Practice
Lake Ridge Community Support Services is a proud member of our local Diversity, Equity & Inclusion Community of Practice and felt it important to share our commitment with our clients, and our community. As part of this initiative, our organization made a commitment to combat oppression, racism, anti-black racism and discrimination.
DOWNLOAD THE OFFICIAL PDF DOCUMENT HERE
Our Commitment Statement serves as a reminder and a robust call to action to continue both individually and collectively, our rigorous efforts to combat oppression, racism, anti-Black racism and discrimination.
OUR COMMITMENT TO COMBAT OPPRESSION, RACISM, ANTI-BLACK RACISM AND DISCRIMINATION
We continue to bear witness to the ongoing injustice that has led to the deep sorrow and lament of the Black communities at the local, provincial, national and international levels. The sustained state of systemic anti-Black racism is historic. For generations, it has created an environment that has enabled widespread oppression, economic scarcity, over-representation in the child welfare and justice systems, health and education barriers, and loss of life.
The DEI CoP member organizations stand committed to the promotion of equity, inclusion, respect and justice as fundamental values embraced by each of our organizations, to reflect our social responsibility to the individuals and communities we serve and with whom we work.
It is our mission to act as advocates and allies for community peace, truth and restorative practice. The DEI-CoP knows that being aware of racism, oppression and discrimination is not enough.
In our Black families, clients, friends, colleagues and within the Black communities, we see the results and impact of the hurt and harm of racism, oppression and discrimination.
Also, in our Indigenous families, clients, friends, colleagues and the Indigenous communities, we see the results and impacts of racism, oppression and discrimination, including over-representation in the child welfare and justice systems. In our People of Colour families, clients, friends, colleagues and their communities, we too see the results and impacts of the hurt and harm of racism, oppression and discrimination.
We will no longer be silent. We call on the Durham community at large to join us.
We commit to take action by sitting in discomfort to have those tough, respectful, open, honest and healthy conversations about racism and doing all that we can to address oppressive and discriminatory practices, policies, beliefs and attitudes within ourselves and within our communities.
We recognize that we can individually and collectively make positive change and that the responsibility is on all of us to educate ourselves, take action and send a resounding message of NO MORE!
We have at this time in history a window to take action, to do better, to be better, now and for the future. So, join us, stand with us and share the burden that our Black families, friends, neighbours, colleagues, and communities have been carrying alone for far too long.
Land Acknowledgement
Lake Ridge Community Support Services acknowledges and honours the First Nations people that have called this land home since time immemorial.
We acknowledge the Treaty people of this land, the Mississaugas of Scugog Island First Nation.
We acknowledge and honour the greater space of Turtle Island of which we are a part of. We acknowledge and respect our relationship with Mother Earth, the original nations of the trees and plants, the four leggeds, the finned, the flyers and the crawlers, the waters, and the four winds.
We are committed to continue to learn, and incorporate the history and teachings of Indigenous communities from across Turtle Island into our services, to support and contribute to reconciliation while building better and stronger relationships with the Indigenous community.
Privacy & Confidentiality
PRIVACY AND CONFIDENTIALITY
At Lake Ridge Community Support Services, we are committed to protecting the privacy of our clients and their families. Appropriate measures have been taken to protect and ensure the privacy of personal information. Lake Ridge Community Support Services is subject to the standards established by relevant legislation, including Ontario’s Personal Health Information Protection Act (PHIPA).
Lake Ridge Community Support Services will not use any information provided for any purpose inconsistent with the purpose for which the information was provided as well as inconsistent with the provisions of PHIPA.
We review policies and procedures on an ongoing basis and may amend these from time to time. If such amendments significantly alter how we use, maintain or disclose previously collected personal information, we will inform those affected and obtain consent where required.
A signed Consent to Disclose Personal Information form is required prior to the sharing of information (verbal or written) with other service providers or individuals. We may collect personal information from other sources if you consent or if the law permits.
Safeguards and Security
All Staff/Volunteers/Directors/Third Party Agencies sign an Oath of Confidentiality upon commencement of their partnership with LRCSS and continues in effect indefinitely upon their departure.
Personal information may be stored in paper or electronic files. All information is protected by physical and electronic security measures appropriate to the nature of the information and is accessible only by authorized personnel.
HOW WE USE YOUR INFORMATION
The use of information may vary depending upon the individuals involved and the nature of their relationship with us. For example,
To provide assessment, counselling and treatment services
For quality assurance purposes, including feedback on how effective and helpful our services have been, to allow us to improve our services
To comply with all legal and regulatory requirements
Limited information may be used to provide you with news about programs, services and special events.
Anonymous information that will not be linked to identified individuals may be used for research and for education and professional development of our staff. In the case of specific research initiatives requiring direct client participation, we are governed by specific research policies and will obtain specific informed consent where required.
Unless otherwise required by law, Lake Ridge Community Support Services does not share personal information with third parties without specific consent.
We may share information with other professionals (e.g., hospitals, agencies and schools) who are or who have been involved in the care, education and treatment of clients who are currently being served by LRCSS. This information is only shared only when the client or Substitute Decision Maker provides consent for us to do so.
A client or family may ask to review their personal information and may seek correction of information that is inaccurate or may withdraw consent to usage or disclosure of information by contacting our office (lrcss@lrcss.com).
Online Data Collection & Use
From time to time Lake Ridge Community Support Services may provide third-party software providers access to Personal Information (PI) including Personal Health Information (PHI) collected on web forms for the express purpose of providing you information and services.
Your information is only made accessible to facilitate services and communications from Lake Ridge Community Support Services and is not made accessible to third parties for their use.
Services included booking appointments, access to on-demand parent training portals, registration for services and information on programs that are relevant to you and the person you care for. For a complete list of service providers click here.
Contact Our Privacy Officer
If you have any questions or concerns about the privacy of your personal information, please contact our office at (905) 666-9688.
Pricing Policy
Our Individualized Pricing Policy
The individualized services and programs that Lake Ridge Community Support Services provides are customized to each individual. Our pricing is based on their goals, needs, and on the specific service that is being accessed. Lake Ridge Community Support Services provides a complimentary intake assessment with a qualified Clinical Supervisor (BCBA) to discuss goals and to create a service plan that meets the specific needs of the individual and the family purchasing the service. Following the complimentary intake assessment, a customized estimate of the fees associated with our service is provided to the family (purchaser). This estimate can be used to make an informed decision prior to initiating service. Education Workshop rates and Skill Acquisition Group rates are posted on the Lake Ridge Community Support Services website (www.lrcss.com) as they are available.
The philosophy at Lake Ridge Community Support Services regarding fee for service is to ensure accessibility to high quality evidence-based, ABA services, while also providing a service plan that is customized to family goals. Lake Ridge Community Support Services is committed to working in collaboration with families to create their individualized behaviour service plan to fit the needs and budgets of the clients they serve. If you are interested in learning more about our fee for service program, please call (905) 666-9688, ext. 500 to book a complimentary intake assessment.
Fee for Service Payment Methods
Lake Ridge Community Support Services accepts payment for fee for service programs including direct payment for autism programs, group programs and other services:
Interac Debit
Visa
Mastercard
Cash
Cheque
Email money transfer
Ontario Autism Program (OAP) Childhood Budget Cheques
Cancellation Policy for events/training workshops at Lake Ridge Community Support Services
In the event that you are unable to attend a workshop you have registered for, please provide us a minimum of 72 hours notice in advance of the workshop.
With 72 hours cancellation notice you may choose to:
(a) apply the value of the workshop towards a workshop offered on a future date (within 6 months)
(b) apply the value towards an alternate workshop (within 6 months)
(c) receive a refund, less a $10 processing fee
Any cancellations with less than 72 hours notice will be charged the full value of the workshop.
In the event that we do not receive a minimum number of participants, Lake Ridge Community Support Services reserves the right to cancel or postpone the workshop due to under-enrollment, instructor illness or inclement weather. If a workshop is canceled or postponed by Lake Ridge Community Support Services, you may transfer your payment to another workshop or receive a full refund.
Please feel free to contact us with any questions at (905) 666-9688.
Feedback
Lake Ridge Community Support Services is committed to excellence in serving all clients/parents and caregivers.
Compliments or complaints from individuals who come into our service and/or persons acting on their behalf, where applicable, are both welcome and appreciated.
Any client, family member or guardian in service wishing to voice their feedback and/or concern can do so in person, by telephone, in writing or by email. Below is the outline for the compliments and complaints process:
Compliments
If a client, family member or guardian would like to compliment one of the Agency’s employees, they are encouraged to tell the employee.
If a client, family member or guardian would like the employee to be recognized within the Agency, they can let the employee’s supervisor know either verbally or in writing.
The compliment is forwarded to the involved staff, filed and included in their annual performance review.
The supervisor will ensure that the Executive Director is informed of compliments that are received both verbally and those received in writing.
Complaints
Lake Ridge Community Support Services is committed to providing flexible services to clients, family members or guardians and respects their right to final decision-making unless superseded by court order.
The goal at Lake Ridge Community Support Services is that all complaints and conflicts can be dealt with at the initial stage and that the client, family members or guardians and other service providers are satisfied with, and are a part of, the decision-making process.
Any client who has a complaint or conflict with the service they are receiving or with suggestions they have been given are encouraged to communicate this to their clinician. An attempt should be made to settle the matter at this level.
If the matter remains in dispute, the client should then address the problem to their clinician’s supervisor. The supervisor will confirm original settlement or suggest an alternative course of action.
If the matter cannot be resolved by the clinician or the supervisor, the client should then address the problem, in writing, to the Executive Director of Lake Ridge Community Support Services. The Executive Director will confirm the original settlement or suggest an alternative course of action.
If the client remains unsatisfied, the next and final step is a written Letter of Complaint addressed to the Board of Directors governing Lake Ridge Community Support Services. This letter should document all past attempts that have taken place in an attempt to resolve the matter in question. The Board will review all suggestions and settlements that have been tried and will come to a final decision.
Lake Ridge Community Support Services shall comply with reporting requirements set out in the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008. Where necessary, Lake Ridge Community Support Services shall ensure that an eligible complaint is:
Reported to the police (e.g., as in the case of alleged, suspected or witnessed abuse that may constitute a criminal offence, as required by Ontario Regulation 299/10 regarding quality assurance measures made under the Service and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008;
and/orReported to the Ministry as a serious occurrence through the Ministry’s serious occurrence reporting process (based on the nature of the complaint/feedback).
In order to promote continuous quality improvement, Lake Ridge Community Support Services shall conduct a review and analysis of the compliments and complaints received to evaluate the effectiveness of its policies and procedures, on an annual basis at each Annual General Meeting.
Lake Ridge Community Support Services shall share information about its compliments and complaints process, and/or about complaints/feedback, as part of the Ministry’s risk assessment process, upon request by the Ministry.
In instances of collaborative service delivery, Lake Ridge Community Support Services is willing to adopt the Central West Local Health Integration Network (LHIN) Charter, the following process will be implemented. In order to be as transparent and collaborative as possible, a Relationship Resolution Process (RRP) will be established. It is based on principles and levels of engagement and includes methods of notification that may apply in certain situations, given their complexity. The RRP is designed to promote engagement and communication with the aim of resolving problems quickly and easily. The intention of the RRP is to achieve improved quality and client care through collaborative problem solving and ongoing improvements. Also imperative to a healthy and successful relationship is sharing good news stories, and celebrating successes when appropriate.
The following principles and suggested process will guide the RRP:
Mutual Understanding – we will try to understand and share perspective from both sides of an issue in order to find resolution as early as possible.
Respect – we will respect each other throughout the RRP and work towards a common goal and mutual satisfaction in every respect.
Evaluate – we will evaluate the RRP and will provide honest feedback to each other.
Relationship Resolution Process
Inform: We will keep each other informed in a timely manner about anything that has an impact on our relationship, the day-to-day operations of our organizations and network, and clients, family members and guardians.
Suggested Method: Phone or Email
Suggested Timeframe: As needed
Consult: We will consult each other when appropriate and will listen to and acknowledge the issue or concern being raised, and the resolution being brought forward.
Suggested Method: Phone, email or face-to-face
Suggested Timeframe: As needed
Involve: We will involve other partners directly when input is required to ensure that an informed decision is made, and both parties are part of the resolution to the concern or issue regarding the relationship.
Suggested Method: Face-to-face
Suggested Timeframe: Within a month
Elevate: We will involve and obtain input from senior leadership of both parties when resolution of an issue has not been formulated from the other principles.
Suggested Method: Face-to-face, inviting others
Suggested Timeframe: As soon as possible
Escalate: We will escalate the matter to the highest authority on both sides when a final decision has to be made if prior resolution to the satisfaction of both sides has not been possible.
Suggested Method: Executive Director to Executive Director
Suggested Timeframe: Immediately following the previous step if unresolved
No employee noted in the concern shall participate in the investigation, resolution and notification/confirmation.
Lake Ridge Community Support Services shall take all complaints seriously, and review and investigate all matters. Lake Ridge Community Support Services is not, however, expected to attempt to resolve complaints that it may determine to be frivolous or harassing.
No person who submits a complaint or provides feedback shall be at risk or having his/her services and supports negatively impacted or withdrawn, as a consequence of submitting the complaint/feedback.
Concerns, investigations and resolutions will be maintained by Human Resources.
In voicing your comment or concern you agree to provide the Agency with all relevant details relating to your concern during the investigation process.
Use of client Testimonials and Images
Policy
We neither solicit nor use testimonials and images about behaviour therapy services from current or former clients. All testimonials and images on our website, social media, and print materials are of clients who are not currently receiving behaviour therapy services
Disclaimer
No professional relationship occurred during or after the receipt of the former clients’ unsolicited testimonials shown above. All posts, images or testimonials were not made on behalf of the services received at Lake Ridge Community Support Services. The posting is not intended to represent the professional views or practices of the agency staff in any way.