VII. Community Responsiveness

FSGV will ensure that careful consideration be given to any concerns or issues expressed by members of the community about Directions, and will take appropriate actions to address problems within its control.

The goal of being responsive to the community is to ensure, as much as possible, that the community has positive and helpful experiences with Directions. The secondary goal is to ensure that continuous quality improvement issues are made evident, so that they can be addressed.

Community issues regarding safety and security:

Any situation that affects the safety and security of youth, staff, or a member of the community will be dealt with immediately, following the protocols set out in the “Safety and Security” section of this document. The procedures below will be followed to address community concerns:

1. When a complaint comes in, reception will forward the concern to the appropriate on-duty supervisor and the question or concern will be acknowledged with a rapid response.
2. In cases where staff cannot respond to the question or concern to the satisfaction of the individual, the issue will be brought to the Director of Youth Services  to address.
3. In most cases, Directions management should be able to resolve the issue to the satisfaction of the individual. Where the issue is not resolved satisfactorily, the individual has the option of launching a complaint, following the issue resolution process outlined in Section VIII.

Community issues regarding nuisances:

Directions will be proactive in policies and procedures that will reduce or minimize nuisances. Staff will follow the protocols set out in the “Nuisances” section of this document. The procedures below will be followed to address community concerns:

1. When a complaint comes in, reception will forward the concern to the appropriate on-duty supervisor and the question or concern will be acknowledged as immediately as possible.
2. In cases where staff cannot respond to the question or concern to the satisfaction of the individual, the issue will be brought to the Director of Youth Services to address.
3. In most cases, Directions management should be able to resolve the issue to the satisfaction of the individual. Where the issue is not resolved satisfactorily, the individual has the option of launching a complaint, following the issue resolution process outlined in Section VIII.

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