Rights and Responsibilities of Parents and Caregivers

BC Family Hearing Resource Society (BCFHRS) is committed to full partnership with parents and caregivers of the young deaf and hard of hearing children we serve. Our family centered program encourages parents and caregivers to work in partnership with us in the development of their individual family service plans. Opportunities for ongoing feedback are an integral part of our programs and services.

All families receiving services from BCFHRS have rights and responsibilities that ensure true partnership. The following is a summary of those rights and responsibilities.

As a partner with the BC Family Hearing Resource Society, you have the right to:

• Dignity and respect for you and your culture, age, gender, sexual orientation, spiritual beliefs, socioeconomic status and language.
  
• Equal access to appropriate programs and services.
  
• Access information in your child’s file.
  
• Request the release of information regarding your child from BCFHRS to pertinent persons or programs.
  
• Confidentiality of information, including address, telephone number, email and documentation specific to your child.
  
• Privacy as legislated by the Personal Information Protection Act.
  
• Have all information presented in a manner and fashion that is clear and understandable.
  
• Informed consent, informed refusal, and/or expression of choice regarding service delivery, release of information, concurrent services, composition of service delivery team, and involvement in research projects.
  
• Have concerns appropriately addressed following our Complaints Resolution Process with no reprisal or barriers to service.
  
• Be free from financial or other exploitation and retaliation.

You are the ambassador of your child’s service. The services to your child and family will be most effective if you:

• Inform the staff of relevant personal information regarding your child and any changes that occur. This includes changes to your contact information (e.g. address, phone and/or email) and any new assessments and/or diagnoses. This helps ensure that you and your child are receiving the appropriate services without delays.
  
• Inform the staff of choices you make for your family that relate to BCFHRS services and programs.
  
• Inform staff of any medical or safety issues specific to your child.
  
• Follow BCFHRS guidelines related to the health and safety of your child.
  
• Follow the Complaints Resolution Process regarding concerns about any aspect of BCFHRS programs and services.

Complaints Resolution Process:
We value the partnership between BCFHRS and parents and caregivers and, therefore, do our best to ensure all concerns are addressed to each family’s satisfaction. The following steps summarize our Complaint Resolution Process:

1. You are encouraged to first approach the staff person involved to share your concerns. However, if you feel this would be uncomfortable for you, you can go to a Program Coordinator.
   
2. If you do not find your concerns are addressed to your satisfaction by a Program Coordinator, you can then contact the Executive Director. The Executive Director will meet with you within five working days or at a time mutually agreed upon.
   
3. If you do not find this meeting satisfies your concerns, you can contact the President of the Society. The President or another member of the Board Executive will meet with you within ten working days or at a time mutually agreed upon.
   
4. If, following this meeting, a satisfactory solution has not been found, you can take your concerns to the Ministry of Children and Family Development as described in the Ministry of Children and Family Development Complaints Process.
   
5. You may bring an advocate or a legal representative of your choice to any meeting.

This agreement will be reviewed annually.

By signing below, I confirm that I agree to the terms laid out above.