Our WorkBC Centre team inspires participants to improve their working lives through active engagement and participation within our Centre’s services. Our Team is also committed to providing a meaningful experience resulting in sustainable employment. If we have not provided you with the supports that you required, we want to learn more.
We are committed to:
- Providing a prompt response – within one business day
- Treating you with courtesy and respect
- Working together to resolve your concern quickly
- Providing you with weekly updates if the resolution process takes more than 5 business days
As a participant, you have the right to prompt confidential service. You also have the right to services that are both inclusive and accessible. If you are not happy with the services:
- Discuss your situation with the person directly involved
- Treating you with courtesy and respect
- Work together to resolve the situation
All complaints and decision review requests coming from Members of Parliament or Members of the Legislative Assembly on behalf of their constituents, from the media, other ministries or from the Government of Canada, will be referred to the Ministry. The Ministry will work with the Contractor in responding to issues of this nature.
Resolving your Issue
Many disputes can be solved at the time they occur.
Process:
Step 1: Once you have spoken with the WorkBC team member about the issue at hand and have received documentation of the outcome but disagree with the resolution;
Step 2: Request to discuss your issue with the Centre Manager who will listen, ask questions and consider the situation. They will work with you to explore options leading to a successful resolution;
Step 3: If you are not satisfied with the documented resolutions discussed, the Centre Manager will inform a neutral third party reviewer (WorkBC Langley Program Manager) to start the formal dispute resolution process.
Formal Dispute Resolution Process
If you are not satisfied with the outcome, you may request a formal review by the WorkBC Langley Program Manager. The Program Manager will:
- Address your concern in a fair and transparent manner
- Maintain records and document the process
- Review your concern as part of our quality improvement process (ISO9001:2015)
- Notify the Ministry of Social Development and Poverty Reduction when a complaint has been escalated the Program Manager level.
Process of Requesting a Formal Review
- Send a letter to the WorkBC Langley Program Manager
- We recommend that you be specific and provide the key information and facts
The request should be submitted within 20 business days of the date the resolution was provided by the Centre Manager.
The WorkBC Langley Program Manager will review your request and investigate.
If the resolution process takes longer than 10 business days you will receive weekly updates until the issue is resolved.
The WorkBC Langley Program Manager will contact you and explain the final decision. Written notification will be provided to you. As services are provided based on assessed need and eligibility, rather than entitlement, there is no option for Clients who disagree with Service Provider decisions to appeal to the Ministry The decision at the end of a formal review is final.
All Client-related complaints, concerns and decision-review requests are documented in the Integrated Case Management (ICM) system as they occur, including: date, nature of issue, outcome and date of resolution.
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The above process will assist the Contractor to identify possible gaps in either service or staff training. Once identified the Centre Manager and Program Manager will meet to discuss solutions and implantation plan if required.
Our Quality Management Plan includes Client Satisfaction Surveys to be completed either on line or in a paper form at various intervals (after 3 months, after workshops and at 12 months) through the Client’s journey. All comments will be reviewed and if requested the Center Manager will connect with the Client.
