It is a guiding principle of CARE to provide quality service to all clients. We support the right of all clients and staff to be treated with dignity and respect. HOURS OF OPERATION CARE is open Monday to Friday from 9:00am until 4:30pm. FRONT END CARE Client Advisors will greet you promptly with a smile when you walk in the door or call us. Clients are a priority above any administrative duties. Email enquiries will be responded to before the end of the next business day. Clients are supported in accessing appropriate resources and tools available at CARE. Information will also be provided on other community resources based on individual needs. EMPLOYMENT & CAREER COUNSELLING Referrals to employment & career counselling are provided by your Employment Needs Advisor. If you are eligible to meet with a Career Counsellor you will be scheduled a specific day and time for your appointment. Counselling sessions are by appointment only. You are eligible to meet with a Career Counsellor if:
We do everything possible to provide clients with appointments within 5 business days of initial referral or follow-up appointment request. RETURNING CALLS AND EMAILS At CARE we return calls and emails by the end of the next business day. If a staff member is away from the office for more than one business day, you will be informed at the time of your call. An “out of office” notice will be sent in response to emails. When this is the case, your call or email will be returned when the staff member returns to the office. CLIENT CONFIDENTIALITY We do everything possible to ensure complete confidentiality for every client we meet with. CARE collects personal information directly from you when you apply to use our resource centre and employment services, in accordance with the Personal Information Protection Act (PIPA). Your information is collected for the purpose of providing you with the services you have requested from us (employment support purposes) and to help determine your eligibility to other community programs offered by other service providers. EMPLOYMENT INSURANCE CLAIM QUESTIONS Because we are not Service Canada employees we cannot answer your Employment Insurance Claim questions. The local Service Canada office is located at: 32525 Simon AvenueClients can also access Service Canada services by calling 1-800 O-Canada or visiting online at www.servicecanada.gc.ca. At CARE, we are committed to maintaining a consistent measurable, high quality of service. Our commitment to quality is shown by the following quality assurance measures in place.  STAFF SELECTION PROCESS The Counsellors and other Career Professionals who provide service for CARE all meet or exceed essential qualifications, experience requirements, and competencies. A proven track record in the field of human services is required which can be substantiated by credible references. EMPLOYEE ORIENTATION Each new employee receives orientation to ensure that they understand the level of service expected. Specific guidance about working in the Employment Assistance Services is also provided. STANDARDS AND POLICIES ETHOS Career Management Group, as the umbrella organization, has developed comprehensive guidelines that outline the standards for all services. These policies and procedures are found in our ETHOS Team Handbook, which is provided upon orientation to all new employees. ONGOING COMMUNICATION We encourage regular communication between clients, staff, management, and the larger community. Management are available at any time to discuss client service issues and to provide support and guidance to staff. PEER SUPPORT We encourage all staff to call upon each other and other service providers as a peer support network. We believe that quality in service delivery is enhanced when the providers connect regularly with others doing similar work. LIFE LONG LEARNING CARE requires that all staff remain current in both their knowledge and skills. We encourage our staff to develop Personal Learning Plans, and keep records of all further education that staff have pursued. We organize our own in-service presentations on a monthly basis. Each team member also has access to a range of professional information provided by CARE in the staff resource library. RANDOM FILE AUDITS Management conducts periodic audits of a random selection of counselling files for quality assurance purposes. This process is carried out against pre-defined written criteria that review purpose, content and outcomes. CLIENT FEEDBACK ALWAYS WELCOME Through Quality of Service questionnaires, workshop evaluation forms, online feedback forms, and service surveys, we invite client feedback continually. Clients are also welcome to speak with CARE management confidentially at any time. We believe that clients must have a voice in the service they receive and we adapt our services as needed to accommodate changing client needs.  Career Management Group
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 Questions? Phone: (604) 814-0732 Fax: (604) 814-2578 Email:  Located at: 33171 - 2nd Avenue Mission, BC V2V 6T8 |
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