Information about your Rights, Privacy, Confidentiality and Accessibility as a Skylark Client
Skylark Children, Youth & Families complies with the Accessibility for Ontarians with Disabilities Act, 2005 Government of Ontario Regulation 429/07 (Accessibility Standards for Customer Service). For more information, visit: e-laws.gov
Skylark’s policies related to AODA are available upon request via email: firstname.lastname@example.org
Skylark will provide upon request, and if available, accessible formats and communication supports for receiving feedback from persons with disabilities.
As a Skylark client, you have a right to:
As a Skylark client, you have a responsibility to:
When we must gather personal information from our clients, we fully explain why we need it and how we’ll use it. Unless required by law, we do not disclose personal information without your permission or consent.
Skylark strives to keep accurate, complete and current records of personal information.
We make every effort to protect personal information from being lost, stolen or inappropriately adjusted, accessed, shared or copied.
If you are concerned that your privacy has been breached, please contact the Privacy Officer at 416-482-0081.
All Skylark employees, placement students and volunteers must sign a Confidentiality Agreement prior to commencing work. However, in cases where our clients are at risk of being physically, sexually and/or emotionally harmed, or there’s an imminent danger to individuals or property, Skylark Children, Youth & Families is obligated by law to break confidentiality.
The Child and Family Services Act requires Skylark employees, placement students and volunteers to report any instance of a youth in need of protection to the appropriate authorities. The Ministry of Children and Youth Services guidelines state those clients who wish their files to be destroyed must wait until their 28th birthday and make their request in writing.
Electronic communication includes the use of cellular phones, email, voicemail, video calling, social media outlets, etc. Electronic communication may be used for the purposes of programming and communication with Skylark staff. Skylark clients understand that if they choose to communicate by email/text/video, complete confidentiality is out of our scope and can’t be guaranteed.
Skylark clients must be aware that if you choose to communicate by email/text/video with Skylark staff, complete confidentiality is out of our scope and can’t be guaranteed.
Examples of electronic communication where security can’t be guaranteed:
Skylark Children, Youth & Families is committed to offering the best service possible. Your insights, opinions, thoughts, and suggestions are important to us. We encourage you to comment on our performance, even if it’s to register a complaint.
You can register a complaint in writing or by speaking with your worker. If you want to submit your complaint in writing, please place your comments in an envelope, seal it and address it to May Chiu, Executive Assistant. Leave the envelope with Reception Staff. The envelope will be given to one of our senior management team. Ask anyone at Skylark for a copy of our complete Complaint Procedure.
You can contact May Chiu, Executive Assistant at 416-482-0081 and she will direct your complaint to the appropriate senior management staff.
If you have a complaint related to the appropriateness of your residential placement please call Skylark’s R.P.A.C. Office at 416-482-0081 x 233.
The new Children and Youth unit is a dedicated team within the Ombudsman’s Office that has been set up to answer questions, provide information about the rights of children and youth, conduct investigations, as well as assess and investigate complaints from young people and adults who may have concerns about services provided under the Child, Youth and Family Services Act, 2017 (CYFSA).
To make a complaint, or for more information on the Children and Youth unit, please visit the Ombudsman’s website at www.ombudsman.on.ca or contact the unit at 1-800-263-2841 or 416-325-5669.