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Policies and Standards

Accessibility for Ontarians with Disabilities Act (A.O.D.A.)

It is Job Skills' Policy that all employees work in an inclusive environment that acknowledges and promotes equal rights for all persons, including those with disabilities, as outlined in the Canadian Charter of Rights and Freedoms, the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (2005).

Job Skills is committed to improving accessibility and support to persons with disabilities. Our goal is to provide a barrier-free environment that enables employment success and meets the accessibility needs of individuals accessing service — regardless of the nature of the disability.

We will make every reasonable effort to provide for those needs in a manner that is consistent with the principles of dignity, independence, integration and equal opportunity.

All the materials and documents hosted on this website, as well as information relating to our employment practices, may be made available on request in an accessible format that takes into account the person's disability.

Link: Job Skills' Accessibility for Ontarians with Disabilities Policy
Link: Multi-Year Accessibility Plan

As part of our commitment to improving accessibility, we would like to hear your comments, questions, and suggestions about the provision of our goods and services to people with disabilities. Click here to provide your feedback. Please contact privacy@jobskills.org if you have any concerns or questions.

 

Commitment to Service

Job Skills…

  • Strives for excellence and effectiveness in all its services and programs.
  • Wants all individuals accessing services to feel welcome within a professional and safe business environment.
  • Believes in providing professional and efficient customer service to all who seek our expertise.

All individuals accessing the Services and Programs at Job Skills have the right to expect to:

  • be treated with dignity and respect;
  • receive timely responses to all inquiries whether fax, telephone, email or in person*;
  • be provided with the services they need or be guided to other community partners who can help them;
  • have all personal information remain private in compliance with all applicable legislation;
  • be asked about their satisfaction with the services, facilities and operating methods of Job Skills and be assured that their feedback will be reviewed and where possible, action will be taken;
  • have universal access to all Job Skills’ sites.

* All Services and Programs at Job Skills have specific service delivery standards that will be communicated to all individuals accessing those services.

 

Client Complaint Policy

Job Skills puts its clients first and therefore takes any complaint very seriously. If you would like to file a complaint, please follow the Policy below.

  1. Commitment
    Job Skills is committed to ensuring efficient and fair resolution of service queries and complaints.
  2. Aim
    Job Skills values and maintains a commitment to excellence in the delivery of high quality, efficient, effective, timely and responsive services.
  3. This policy will assist Job Skills in
    a. The provision of the highest possible quality service to clients and customers;
    b. Increasing the level of customer satisfaction with the delivery of Job Skills’ services and programs; and
    c. Enhancing our relationship with our clients.
  4. What is a complaint?
    A complaint is any expression of dissatisfaction received by Job Skills relating to a service provided.
  5. Visibility
    Job Skills promotes the existence of this Policy to all clients, through reference to the policy on the Job Skills website and through a posting at all Job Skills locations.
  6. Fairness
    Job Skills recognizes the need to be fair and equitable to the complainant and the employee of Job Skills against whom the complaint is made.
  7. Data collection and evaluation
    Job Skills collects and records data on complaints lodged and outcomes to assist in the identification of systemic and recurring problems and/or potential improvements to service delivery and client relations.
  8. How to make a complaint
    a) If a client is not satisfied with the customer service received from a Job Skills staff member, s/he may ask for and will be given the name and contact information of the appropriate authority for resolution.
    b) Oral complaints (in person or by telephone) or general written complaints (including facsimile or email) may be made by any client about the quality of any service provided by Job Skills.
    c) Specific written complaints (personal) may be made by a client about the unsatisfactory performance of a Job Skills employee.
  9. Process upon receipt of a complaint
    d) The Client Complaint Form is to be filled out by the client and submitted to the immediate Supervisor.
    e) When Job Skills receives a complaint, whether it is oral or written, the complaint will be investigated and a response will be provided within two business days.

image of a dove, with the word Peace in multiple languages

image depicting Job Skills' hours over the holiday season: All locations closed on December 26, 27, 28 andJanuary; Normal hours resume on January 3rd. When open, hours at all locations will be 8:30 am - 4:30 pm. The Keswick Employment Services location will be open until 7:00 pm on January 3rd, the Markham Employment Services location will be open until 7:00 pm on January 5th.

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