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Children's Aid Society / La Société d'aide à l'enfance Nipissing Parry Sound

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FAQs: Are Service Levels Concerning?

Mar 30, 2017

  • Has the labour disruption affected CAS child protection service levels?
  • Have adoptions been put on hold since the labour disruption began?
  • Have the CAS Board of Directors or Ministry of Children and Youth Services expressed concerns about service during the labour disruption?
  • Are the replacement workers employed by the CAS qualified to provide child protection services?
  • Has the CAS received complaints regarding response times, specifically about late or missed responses to phone messages, or callers experiencing long hold times? 
  • Have we received complaints about service quality during the labour disruption?
  • Would the CAS board and management prefer to have their own employees back at work?
  • How do I report a child protection concern during the labour disruption?

Has the labour disruption affected CAS child protection service levels?

We have successfully maintained child protection service levels during the labour disruption, in keeping with our commitment to provide high quality services at all times.

We have also maintained important weekly programs such as Mothercare and continue to work diligently with our community partners in the delivery of service.

 

Have adoptions been put on hold since the labour disruption began?

No. We are very pleased that as of March 31st we will have 31 children placed in adoptive homes, moving actively towards finalization, as compared to 24 children on March 31st 2016. During the labour disruption we have (or are in the process of):

·       Finalized 4 adoptions;

·       Transitioned 3 children to adoptive homes;

·       Actively planning the transition of 6 children;

·       Await court dates to finalize the adoptions of an additional 9 children.

  

Have the CAS Board of Directors or Ministry of Children and Youth Services expressed concerns about service during the labour disruption?

No. The Ministry is updated daily and the board is kept abreast with service statistics and live reaction from stakeholders which report that services being provided are robust, vigorous and responsive.

 

Are the replacement workers employed by the CAS qualified to provide child protection services?

Yes. Our families and children are currently being served by our experienced management team, with support from workers with years of front-line experience, including several managers from other Children’s Aid Societies from around the province. Each of these support workers has the qualifications and experience that enable us to maintain excellent service levels. With their help, we have continued to fulfill our mandate without disruption.

 

Has the CAS received complaints regarding response times, specifically about late or missed responses to phone messages, or callers experiencing long hold times? 

For a very brief period after the labour disruption began incoming calls were being answered externally. We received a number of minor complaints concerning response wait times and unanswered messages, all of which were immediately investigated and resolved.  

Investigations included detailed reports provided by our call service agency confirming the wait times for all phone calls received; phone calls were thoroughly reviewed and no excessive wait times were found. However, at the beginning of January in light of the concerns we'd received as well as feedback from families we serve who had expressed feeling more comfortable communicating directly with the CAS, we began to answer all incoming calls in house. This decision was based on feedback that the families we serve would feel more comfortable communicating directly with the CAS. This change was implemented shortly after the labour disruption began and no concerns have been expressed since then. 

 

Have we received complaints about service quality during the labour disruption?

Although CAS has experienced a significant decline in complaints received, a list of concerns was brought forward from CUPE. These concerns have been investigated without delay.

Due to the sensitive and sometimes intrusive nature of Child Protection Services, the CAS is at times on the receiving end of complaints as a result of case management decisions. As during normal business times, all complaints whether verbal or written regardless of their origin are always thoroughly investigated and immediately addressed by senior management.

  

Would the CAS board and management prefer to have their own employees back at work?

Yes. We value our employees and hope to reach an agreement that will get them back to work as soon as possible.

 

How do I report a child protection concern during the labour disruption?

We continue to receive and respond to reports of any on-going child protection concerns 24-7. To report concerns, please call 705-472-0910.