General Expectations Applicable to All Victim Services TPRs

The first three sections of this document: French Language Services; Complaints Resolution; and Coordination and Collaboration set out requirements that are applicable to most Programs/Services outlined in this document and must be read in conjunction with the specific Program/Service that the Recipient is responsible for. The following French Language Services requirements apply to all Programs/Services set out in this Service Objectives Document.

French Language Services

Recipients Providing Services in Non-Designated Areas

The Recipient is required to maintain a list of French language services (FLS) in their area and a referral process to ensure that requests for services in French are directed to appropriate FLS providers in the community.

Recipients Providing Services in Designated Areas

If the Recipient is responsible for services in one of the areas designated by the French Language Services Act, in addition to the above requirement, the Recipient will also demonstrate to the Province the following

  • Access to FLS: Initial incoming calls are answered in French and over-the-counter services are available in French at all times; there is signage and visibility of available services in French and appropriate means of communicating with the Francophone population
  • Communication with stakeholders: All correspondence sent to the Recipient in French receives a reply in   French. All materials intended for public distribution are made available simultaneously in English and French. Any forum, meetings or consultation meetings are offered in both French and English
  • Written communication: Documents produced for public use are translated into French
  • Complaint resolution: A complaint mechanism is identified to support resolution of complaints/issues pertaining to the delivery of FLS that complies with the Complaints Resolutions section in this Service Objectives Document
  • Data collection/reporting: Data is collected and reported on regarding the number of individuals receiving FLS, the number of activities/consultations with the Francophone community and other related reporting as requested by the Regional Office

In addition, Recipients that provide services in the areas designated by the French Language Services Act will collaborate with other service providers responsible for the delivery of French Language Services in order for both service providers to meet their obligations.

Complaints resolution

The following Complaints Resolution requirements apply to all Programs/Services set out in this Service Objectives Document except for the following Programs: Online Training Initiative to Address Anti-Human Trafficking, Online Training Initiative to Support Senior Victims of Crime,  and the Victim Quick Response Program+.

Below are the minimum requirements that Transfer Payment Recipients are expected to meet. Reference should be made to the Implementing Complaints Resolution Best Practices for Service Delivery Guidance Document

  • The Recipient shall have a written service complaint and resolution process
  • The Recipient shall ensure the written service complaint and resolution process
    • Includes a process about how a complaint can be submitted anonymously to the agency
    • Outlines the actions to be taken in response to a complaint
    • Includes timelines for acknowledgement of complaints and for responses to complaints
    • Outlines circumstances for when additional time is required for responses to complaints
    • Outlines all potential internal and external avenues of escalation to be taken if a Client/Participant is not satisfied with the resolution
    • Acknowledges the complaint and provides assurances that making a complaint with not affect a Client/Participant’s access to services
    • Incorporates existing processes as outlined in the Serious Occurrence Reporting Procedures for Transfer Payment Recipients
  • Information about this process will be publicly available and provided to the Province upon request
  • The Recipient will provide all Clients/Participants, including the parents/guardians and support persons of Clients/Participants with information about the service complaint and resolution process
  • The Recipient shall ensure that all processes and procedures relating to the service complaint and resolution process comply with all applicable accessibility, human rights, and French language services requirements
  • The written service complaint and resolution process shall be regularly reviewed and approved by the Governing Body
  • The Recipient will be responsible for retaining records in relation to complaints for seven years from the expiry of the Agreement
  • The Recipient will incorporate information and training on the service complaint and resolution process for all new employees and volunteers

Coordination and collaboration

The following Coordination and Collaboration requirements apply to all Services Delivered set out in this Service Objectives Document except for the Anti-Human Trafficking (AHT) Online Training Initiative, Supporting Senior Victims of Crime Online Training Initiative (SSVC), and the Victim Quick Response Program+ (VQRP+).

Below are the minimum requirements that Transfer Payment Recipients are expected to meet. Reference should be made to the Implementing Coordination and Collaboration Best Practices for Service Delivery Guidance Document.

Providing Clients with Service Information & Overview of Victim Rights

  • The Recipient will utilize and/or maintain an up-to-date inventory of relevant programs and services available in their community
  • The Recipient will make available to all Clients/Participants current resource and information materials on topics relevant to the Program/Service as well as other relevant community support services available in their community

The Recipient will make information on victims’ rights as outlined in Ontario’s Victims’ Bill of Rights and the Canadian Victims Bill of Rights available to all Clients/Participants

Referrals & System Navigation

  • The Recipient will offer referrals proactively, as well as at the request of Clients/Participants, where appropriate, to
    • Ensure Clients/Participants have access to inclusive services and supports that meet their diverse, linguistic, cultural, and accessibility needs; and
    • Empower Clients/Participants to access their choice of service provider
  • The Recipient will provide assistance to Clients/Participants in accessing other service providers and will facilitate the connection, where appropriate, and with Client/Participant consent
  • The Recipient will coordinate with relevant Indigenous organizations and communities to facilitate access to culturally appropriate services for Indigenous Clients/Participants

Partner Engagement & Collaborative Networks

  • The Recipient will participate in activities to build cooperative and mutually supportive relationships with other community groups and organizations
  • The Recipient will participate in outreach and service promotion activities in collaboration with other service providers to promote Clients’/Participants’ awareness of, and access to services
  • The Recipient will build relationships with Indigenous service providers offering culturally appropriate services to Indigenous Clients/Participants
  • The Recipient will participate on committees, networks, or community tables that are relevant to the Program/Service where appropriate