GENERAL QUESTIONS

                          (click on a question to reveal the response)

Are services confidential?

Yes, services are confidential with the exception of situations which are outlined in the NCS Welcome Letter, e.g. harm to self or others, child abuse/neglect, etc.

Does NCS offer childcare?

No, NCS does not offer childcare.

Is there free parking for clients?

There is no free parking for clients at NCS but there is limited metered parking on Lake Street and in the neighbourhood.

Does NCS charge for client services?

There is no charge for services at NCS because they are funded by government ministries.

What is the geographical catchment area for NCS?

Nelson and surrounding area.

Who has access to client records?

Client records are audited for accreditation purposes by NCS staff and by the accrediting agency.

What does NCS have to report to the Ministry of Children and Family Development (MCFD)?

When a MCFD social worker is the referring person, reports as requested by MCFD are required. The client will be aware of what information is requested.
NCS staff are required by legislation to report incidents of suspected child abuse and neglect to MCFD.

What happens if a client's record or counsellor is subpoenaed to court?

NCS is required by subpoena to release the client record to the court and/or for the counsellor to testify at the court hearing. You will be notified if this occurs.

What RIGHTS do I have as a client?

As a client of Nelson Community Services you have the following rights and responsibilities:

  • To be provided confidential and timely service
  • To be made fully aware of the limits of confidentiality, as per legislation
  • To be treated in a respectful and non-discriminatory manner
  • To have full and active participation in the service you receive
  • To be provided with sufficient information to make an informed choice about using NCS services
  • To refuse any technique, activity, or service and to be informed of the consequence of such refusal
  • To receive services that are respectful of, and responsive to, cultural and linguistic differences
  • To be aware that services provided may not include all that you expected or requested
  • To provide NCS with relevant information as a basis for receiving services and participating in service decisions
  • To not being a threat to anyone while receiving services at NCS
  • To reschedule your appointment if you or your child is ill
  • To file a grievance without interference or retaliation
  • To be aware that should an emergency arise while in the presence of NCS employees, emergency services will be made available
  • To be aware of and respect that NCS is a scent-free, pet-free environment

What is the CLIENT GRIEVANCE PROCEDURE

Should you find cause for complaint or grievance against a service provider of Nelson Community Services, we encourage you to:

Step 1:            Speak to your counsellor or support worker directly to try to resolve the concern.
Step 2:            If a resolution is not reached with Step 1, speak or write to the Program Supervisor.
Step 3:            If a resolution is still not achieved, speak or write to the Executive Director.

The Executive Director may be reached by calling (250) 352-3504, by mail at #201 – 518 Lake Street, Nelson, BC,   V1L 4C6,
or by email at rpark@servicesfyi.ca.

Complaints will be responded to at each level in a timely manner, normally no longer than five working days. You have the right to file a grievance without interference or retaliation. When a complaint has reached the Executive Director level, you will be sent a reply in writing, and a copy will be maintained in your client file.

           CHILDREN’S PROGRAM

What is the purpose of counselling for children?

Goals of counselling typically include a focus on helping children to feel good about themselves, to make sense of intense and confusing feelings and experiences, to identify emotional needs or concerns that the child might have and to help enhance their skills for coping with feelings or stress.

Can the information from counselling be used to assist me in court regarding custody and access issues?

To create a safe space, the NCS counsellors explain to parents and children that they stay out of any custody issues or court processes, that counselling is not for the purpose of getting information for a judge or for the other parent. The role of the counsellor is to allow the child to have a neutral place to connect with their feelings, to express them as they are able, to adapt to any changes in their lives; and to support both parents in keeping the focus on the child’s needs.

Does my ex-partner have to be involved in this process?

When parents have shared custody, the counsellor prefers to have permission from both of them to meet with their child.  Initially, the counsellor will meet with the parents separately to discuss the child’s history, concerns, and ways of coping.  The counsellor will talk with both parents again after she gets to know the child a little bit (after 4 or 5 meetings usually), to make sure that they are on track, to find out more about needs or concerns of the child, and to talk about how the parents can further support their child and ensure that their child’s emotional needs and development are being supported as best possible.

Does NCS provide services outside the scheduled office hours?

The Aimee Beaulieu Transition House is a 24/7 program. Family Support Workers and other outreach workers have some flexibility to work outside regular work hours in order to best meet the needs of current clients. For immediate critical support call the Regional Crisis Line at 1-888-353-CARE (2273) or Ministry for Children and Family Development after hours at 1 800 663 9122 (Provincial Centralized Screening).

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