CONFIDENTIALITY POLICY

1. All information shall be kept confidential and responsible action shall govern the disclosure of any information, by ascertaining the legal position and the reason for which the information is being sought. All agency employees and volunteers shall treat as confidential all information acquired in the course of their work or volunteer activities as the case may be, concerning members, clients, participants, volunteers, staff, donors, and other constituents.

Examples of confidential material include, but are not limited to, the following:

  • All client records and information
  • All Employee and volunteer records and information
  • All home addresses and phone numbers of clients, Employees and volunteers
  • All Board business including: Financial/fundraising information, Personnel business, and Proposals pending

 

2. Direct Service Delivery Staff, Executive Director and/or their authorized delegates are the only people authorized to have constant and direct access to the agency’s client and volunteer files. All employees shall sign a Confidentiality Agreement at time of hire. Board requests for client or volunteer information are referred to the Executive Director or delegate.

3. All volunteers, and parents/guardians shall sign a Confidentiality Agreement during intake and the signed copy shall be retained on file.

4. The client and volunteer files are confidential and are not to be released without written consent by the individual or parent/guardian or without a court order or subpoena.

5. The Executive Director or delegate may release confidential information without consent for the purposes of child safety, allegations of abuse, or under court order. When information is revealed for professional purposes, it is done with discretion and respect for the person’s concerns, and in compliance with all applicable privacy legislation.

6. Third party documents, including references, shall remain confidential unless BBBS Lethbridge and District receives written consent for disclosure by the person/office that originated such information or a court order or subpoena. See Records Management Policy.

7. An individual volunteer may be granted access to the portions of their file (up to the point of the match and excluding references) upon reasonable notice of such request. During the examination by such volunteer of their file, the Executive Director, Service Delivery or Program Supervisor shall be present to maintain the custody and confidentiality of the file and its contents.

8. Violation of these confidentiality policies may be a cause for immediate termination.

9. Release of Personal Information:

  •  Procedures for access to personal information requests under the Freedom of Information and Protection of Privacy Ac
  1.   Personal information regarding other individuals must be redacted from the file.
  2.  A Manager, Service Delivery or Program Supervisor must be in the room while the individual reviews the file to clarify any questions, or potential misunderstandings.
  3.  A copy of the file shall not be provided.
  4. If an individual challenges the accuracy of their information, the staff member must document what the individual thought ought to be changed, but the records shall not be altered.
  5. Questions about the release of information must be answered as appropriate, in consultation with the Executive Director, Service Delivery, privacy officer, lawyer, etc.
  • Information must be disclosed to BBBS Lethbridge and District’s insurers and/or legal counsel, as may be appropriate in connection with any inquiry or legal proceeding.
  •  Information must be disclosed to authorized representatives of BBBS Lethbridge and District during periodic agency accreditation reviews.
  • Information must be shared with other BBBS agencies and with other organizations where it is justifiable and lawful.
  •  Information is shared as required utilizing BBBS Lethbridge and District’s Volunteer Registry.

COMPLAINTS POLICY

This policy and procedure applies to complaints received by staff or board members of Big Brothers Big Sisters of Lethbridge and District about our activities, programs, services, staff or volunteers.

 

a.      Guiding Principles

  • It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
  • Review of complaints is fair, impartial, and respectful to all parties.
  • Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
  • Complainants are provided clear and understandable reasons for decisions relating to complaints.
  • Updates are provided to complainants during review processes.
  • Complaints are used to assist in improving services, policies, and procedures.

b.      Types of Complaints

Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by BBBS as an organization or a staff member or volunteer acting on behalf of BBBS. Examples include but are not limited to:

  • perceived failure to do something agreed upon;
  • failure to observe policy or procedures;
  • error made by a staff member/volunteer; or
  • unfair or discourteous actions/statements by staff member/volunteer;
  • a policy or procedure of BBBS Lethbridge

 

Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.

c.      Complaint Receipt and Handling

A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email, or digitally). An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that they have received it and will act on it.

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgment. Basic contact information including name, phone number, and email address should immediately be recorded.

d.      Resolving the Complaint

Every effort should be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately. Complaints received in writing shall be acknowledged within two business days, and staff shall attempt to resolve the matter within ten business days.

Where a complaint cannot be easily resolved, it shall be escalated to the Executive Director. If the Executive Director cannot resolve the complaint, it shall be escalated to the Board Chair. If the complaint is about the Executive Director, it shall be handled by the Board Chair. Complainants should be kept informed of the status of their complaints. Every attempt should be made to resolve an escalated complaint within an additional ten business days, such that the complaint is resolved within a month of having been received.

 

 

e.      Documenting the Complaint

It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved on the same day that it is received. Information about such complaints must be recorded on the complaints tracking worksheet. The information recorded on the worksheet is to include a description of the complaint, who handled it, what was done to resolve the complaint, the timeframe, and a description of the resolution. A summary of the complaints received, including number and type, shall be reported to BBBS’s Board of Directors annually.

All complaints can be sent to:

Big Brothers Big Sisters of Lethbridge
622 6 Ave S
Lethbridge, AB T1K 0Z3
Phone: 403.328.9355
or by e-mail: info.leth@bigbrothersbigsisters.ca

WHISTLEBLOWER POLICY

The purpose of this policy is to facilitate the raising of any serious concerns about BBBS by employees, Board Members, and others.

POLICY

BBBS is committed to upholding the highest ethical standards. We do this by conducting our business with maximum integrity and by achieving full compliance with all applicable statutes, rules, and regulations. In line with this commitment, BBBS provides an avenue for its employees, Board Members, and other stakeholders, to report any concerns they may have about the activities covered by this policy and to be assured that they shall be protected from reprisal or victimization for reporting their concerns in good faith.

This policy covers instances where an employee, Board Member, or other stakeholder, has evidence of activity by any BBBS officer, employee, Board Member, or consultant, including external auditors, that to their knowledge constitutes a reportable activity, which includes, but is not limited to:

  • Accounting, auditing, or other financial reporting fraud or misrepresentation;
  • Violations of federal or provincial statutes that could result in fines or civil damages payable by BBBS, or that could otherwise significantly harm BBBS’ reputation or public image;
  • Unethical business conduct in violation of any BBBS policy;
  • Harassment, bullying, mistreatment, the use of threats, or the making of unfair demands by any employee(s) or Board Member(s);
  • Danger to the health, safety, or well-being of employees, Board Members, and/or the general public; or
  • Harassment, retaliation, or discrimination stemming from having enacted the Whistleblower Policy

BBBS shall not permit any employees or Board Members or consultants to harass, retaliate, or discriminate against any other employee, volunteer, or stakeholder, who, in good faith, has reported a Reportable Activity. Retaliation in any form shall not be tolerated.  Perceived retaliatory behaviors, in any form, perceived by the initial reporter will form the subject of a further Reportable Activity investigation which, if substantiated, may result in the removal from their position at BBBS with cause.

Any violation of this policy may result in disciplinary action, which may include in appropriate circumstances, termination of employment and/or legal action.

Making a false complaint shall be viewed as a serious offense that may constitute a Reportable Activity in itself, and may be subject to disciplinary action up to and including termination of employment, and/or the severing of the relationship with a Board Member, supplier, or other stakeholders.

 

PROCEDURE

To file a complaint of a Reportable Activity, the complainant shall submit the complaint in writing.  The Executive Director is responsible for conducting an investigation of the reportable activity unless the reportable activity allegation is about the ED in which case the Board Chair will assume responsibility for the investigation.  Notwithstanding the aforementioned, the ED of the Board Chair may engage the services of an external investigator as they deem necessary.