- About Us
Service Principles Policy
SurexCARE believes that all people have the right to seek out and enjoy opportunities that promote ongoing personal growth and lifelong development. Inherent in this belief is the fact that each person is an individual who holds different values, goals, dreams and aspirations.
As part of our Service Principles, SurexCARE believes that Person Centered Planning assists us in providing individualized approaches tailored to each person’s life.
People Receiving Supports and Services:
- Choose their own goals
- Are connected to their family and friends
- Are Safe
- Have the best possible health
- Are informed of their rights
- Are treated fairly
- Are free from abuse and neglect
- Decide when and with whom to share their personal information
- Are involved in their community
- Are respected
Board Of Directors
SurexCARE is operated by a volunteer Board of Directors who meet on a monthly basis to review and approve overall agency direction, budgets and policy. There is a maximum number of 10 Board members and all members are recruited from the community and approved by the Board. The Board hires the Executive Director to oversee the agency’s operations. SurexCARE is a not for profit corporation, is governed by its mission statement, the articles of incorporation and its own by-laws. The Provincial Ministry of Children, Community and Social Services is SurexCARE’s major funder and we are required to submit an independent financial audit annually.
Audited Financial Statements
SurexCARE recognizes the individual rights of people receiving service supports (Clients) as defined in the Charter of Rights & Ontario Human Rights Code.
- SurexCARE supports the belief that our Clients should be free to exercise their rights and personal freedoms as defined in the Charter of Rights & Ontario Human Rights Code. SurexCARE is committed to supporting Service Users in exercising these rights. We will afeguard, support and protect the human, civil and legal rights as well as the personal freedoms of our Clients.
- It is SurexCARE’s objective to actively identify any imposed rights restriction(s) placed on a Client. Restrictions are only to the degree necessary. SurexCARE will ensure that action is taken to minimize the impact on any other Client(s) who may also be affected.
- Where restrictions are believed to be necessary to best support Clients, SurexCARE is committed to providing them with due process to address their concerns.
Complaints & Feedback
Feedback may be positive or negative comments relating to the service delivery provided by SurexCARE.
SurexCARE recognizes that receiving feedback from clients, families/guardians and the general public are important to improve our service delivery.
- SurexCARE will review feedback and make reasonable efforts to address and resolve issues as required. All feedback will be dealt in a timely manner.
- There will be no negative impact or discrimination against anyone who provides feedback.
- SurexCARE will provide this policy to all clients, their families/guardians, staff/volunteers.
- Surex will report, to the MCCSS, any feedback affecting the safety or wellbeing of a client, or where the complaint could be considered of public interest.
- Complaints/allegations of abuse are covered under Policies and Procedures 3-M Abuse Prevention.
- This policy will be posted on the SurexCARE website.
- Clients, families/guardian can submit written or verbal feedback to any employee of Surex.
- A member of the public must submit written or verbal feedback to Management.
- Staff receiving written feedback will forward it to their immediate Supervisor.
- Staff receiving verbal feedback will discuss the matter with their immediate Supervisor, and if deemed necessary, the Supervisor will write a Confidential Information Report with details of the feedback to the Executive Director.
- If necessary, the Supervisor will acknowledge receipt of the feedback and inform all parties of the next steps.
- The Executive Director or designate will address the feedback.
- The Executive Director or designate will complete and send a Serious Occurrence Report to the MCCSS regarding any contentious feedback.
- Feedback pertaining to the Executive Director must be submitted to the Chair of the SurexCARE Board of Directors.
- As necessary, Executive Director will share feedback with the SurexCARE Board of Directors.
Abuse Prevention Polices
Abuse prevention – Clients
- SurexCARE has zero tolerance for any form of abuse.
- All Clients have the right to live and participate in an environment that is free of abuse
- It is the responsibility of all staff and volunteers to report abuse
- SurexCARE will endeavour to:
- Provide a safe environment
- Prevent all forms of abuse
- Ensure all staff, volunteers and clients are aware of forms of abuse including signs of abuse, responsibilities to report suspicious and observations of abuse, and protect vulnerable persons
- Provide support to victims of abuse
- Maintain confidentiality of information
- Support an employee who reports abuse
- Support individuals, families, peers, volunteers who report or are affected by abuse
- Have an appeal process for individuals and families
Support and training for SurexCARE personnel
SurexCARE will support and protect all persons who reports and/or is victim of abuse.
SurexCARE will provide annual Abuse Prevention Training, outlining the agency’s Abuse Prevention Policies and Procedures.
All personnel working directly with clients are required to review and sign off their understanding of the agency’s Abuse Prevention Policies and Procedures on an annual basis.
Abuse Prevention Information for Clients
SurexCARE will ensure that Clients are provided with information about abuse prevention and reporting in a language and manner appropriate to their capacity.