Commitment to Service
- 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.
Committed to ensuring the efficient and fair resolution of service queries and complaints.
Values and maintains a commitment to excellence in the delivery of high quality, efficient, effective, timely, and responsive services.
- 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 services and programs; and
c. Enhancing our relationship with our clients.
d. Providing a means to formally express concerns.
- What is a complaint?
A complaint is any expression of dissatisfaction received by Job Skills relating to a service provided.
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.
Recognizes the need to be fair and equitable to the complainant and the employee of Job Skills against whom the complaint is made.
- Data collection and evaluation
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.
- How to make a complaint
1. If a client is not satisfied with the customer service received from a Job Skills staff member, they may ask for and will be given the name and contact information of the appropriate authority for resolution.
2. Oral complaints (in person or by telephone) or general written complaints (including facsimile or e-mail) may be made by any client about the quality of any service provided by Job Skills.
3. Specific written complaints (personal) may be made by a client about the unsatisfactory performance of a Job Skills employee.
4. Specific written complaints may be made by a client about the unsatisfactory performance of JS staff.
5. The client complaint form is to be filled out by the client and submitted.
6. A copy of the complaint is then forwarded to the appropriate department to be reviewed
- Process upon receipt of a complaint
1. When Job Skills receives a complaint, whether it is informal or formal (written), the complaint will be investigated and a response will be provided within two (2) business days.
2. The manager will discuss the matter with a staff member(s) involved in or witness to the occurrence, to assist in an efficient and fair resolution of service queries and complaints.
3. The manager will complete the “for office use only” portion of the client complaint form and submit it to the appropriate director, on the same day of the occurrence.
4. The director will assess the complaint(s) to determine whether an efficient and fair resolution of the service query and/or complaint was reached.
5. If a resolution was not reached, the director will discuss the situation with the manager and staff member(s) involved in or witness to the occurrence, to determine the efficient and fair resolution of the service query and/or complaint.
6. The Executive Director will be notified in all situations.
7. If it is determined that the complaint(s) is related to staff conduct, the client complaint form is to be submitted to the HR Administrator for the personnel file. Punitive or corrective action will be evaluated, as required.