Standards of Client Service
The ECC and its staff strive to provide its clients with effective services, which address the specific needs of children and their families. We understand that seeking professional help often takes a leap of faith and courage and we want to make sure that clients get the best possible service.
The ECC has Client Service Standards, which reflect our Philosophy of Service and Core Values. We evaluate ourselves based on these and other standards as well as undergo a review of the organization by the Canadian Centre for Accreditation every four years. Reviewers review our facilities and policies, procedures, practices and client records. Reviewers also seek feedback from Board Directors, Staff, Clients and Community partners to determine if we are meeting standards. We value this review because it helps us to continuously improve.
We encourage you to let us know when we are meeting these standards and if we fall short. It is our goal to continuously improve. If you have any questions regarding these standards, please speak with your Service Provider or a member of our Management and Leadership Team.
1. Client Involvement
We believe that client involvement is essential in all aspects of service. Before consenting to service, clients (parent/guardian, youth, child), will be provided with a thorough orientation to services. This orientation will identify Client’s rights and responsibilities including information about risks and benefits of service, privacy and confidentiality, clinical record keeping and the complaint procedure. Staff will explain clearly what clients can expect as well as the limitations of service. Throughout client involvement, clients will experience that their view is important. Clients are directly involved in all decision making regarding their service.
In addition, we believe that client involvement in general is also essential for The ECC and clients will be informed of opportunities to participate in activities outside of the direct service they receive.
Our staff strives to provide the right service at the right time with the right outcomes for each child and family. Clients receive an assessment of their needs and their understanding and opinions are important in the development of service plans. We offer office-based services in two community locations, in the client’s home, or in other agreed upon locations (e.g. day care, school, or shared space). We also strive to provide clients with convenient meeting times. Our Hartsdale location is wheelchair accessible.
Let us know about your experience and satisfaction with service during your involvement with us and at the completion of service. We can then make sure your needs are addressed and that services are improved.
We recognize that each child/youth and their family are unique and individual. Each person has their own “story” that makes them the person they are. While providing a service to you, we will honor your distinctive needs, background, social context, circumstances, beliefs, values and culture. When language is a barrier, we will work with you to find a way to make service more accessible. While the service provided to you may be an established program or method, your service plan will address your specific needs.
4. Strength-based and Normalizing
We know that you are seeking service because of problems you, your child or family may be experiencing. However, The ECC also believes that in order to achieve the outcomes you want and need, it is important to focus on the strengths of your child, youth and family. You are the expert on yourself, child and family. We want to make sure that these unique strengths and abilities are included in your service plan.
Often children with mental health issues or autism, and their families struggle with issues of stigma, isolation and find it difficult to access community- based and developmentally appropriate services. We want to know and support you if you are faced with these issues. We emphasize your child’s value to your family, cultural group and community at large. We will work with you to improve access to community based activities or services that will help him/her feel less isolated and a part of their community.
5. Continuity of Care
Children with mental health issues or autism sometimes need more than one service or provider. When this is the case, it is very important that information and services are coordinated, aligned and well managed. We will ensure access to, coordination of, and good communication between service providers so that as a group, service providers are responding to your needs consistently as a team.
6. Community Partnership
The saying that reflects this standard best is, “It takes a village to raise a child”. We believe that we can help to support the work that you are doing to ensure well being. We can provide this support by inviting and including community partnership and collaboration. Where possible and with your permission, we strive to include members of your community that can help support your needs (e.g. extended family, neighbourhood support, other service providers)
Read about Informed Consent ►
If you have further questions about our standards of client service, please contact us.