Client Concerns Resolution Process (CCRP)
VACFSS is committed to delivering services that are grounded in our core values of belonging, respect, humility, integrity and strength based practice. If you are not satisfied with our services, you may be eligible to make a complaint by contacting the Quality Assurance Advisor (QAA). The purpose of the Client Concern Resolution Process (CCRP) is to empower families to voice their concerns and come together collaboratively to find resolution that focuses on rebuilding relationships.
One may want to make a complaint if:
- They are unsure why a certain decision was made
- They feel you were treated unfairly
- They were denied VACFSS services
- Their rights as a child in care were not respected
Who can make a complaint?
- People who are receiving services from VACFSS
- People who feel they should be receiving services from VACFSS
1
Contact the Quality Assurance Advisor (QAA) at complaints@vacfss.com to:
- Learn about the process with the aim of rebuilding relationship
- Have your complaint recorded for tracking purposes
- Inform the involved parties about your concern
2
- Attempt Local Resolution through initial circle
- Meet with the social worker and their supervisor to go over your concerns with the help of the QAA if needed
3
- Request Final Review through expaded circle
- If you are not satisfied with the outcome of the Local Resolution, then request a Final Review through the QAA
- The Program Manager will conduct the Final Review
4
- Request External Review
- For an external Administrative Review conducted by the Ministry of Children and Family Services, contact the QAA
Other Options for Your Concerns to be Heard
The Representative for Children and Youth
1-800-476-3933
rcybc.ca
The Office of the Ombudsperson
1-800-567-3247
bcombudsperson.ca
For more information on the CCRP process or if you would like to make a complaint, please contact the Quality Assurance Advisor
604-875-7000
complaints@vacfss.com
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