Introduction to the Desc Handbook

DESC SERVICES

CLIENT HANDBOOK

Revised 2015

1 2 INTRODUCTION TO THE DESC HANDBOOK

Welcome to our Handbook. We are happy to offer this Handbook in the hope that it will provide a convenient and comprehensive reference for any questions you may have about the services provided by DESC Services. The staff members and Executive Director of the agency are pleased to offer a variety of choices to individuals in the community that reflect the needs of the people served.

Lance Elmer Executive Director DESC Services

3 MISSION STATEMENT DESC Services provides support that optimize the potential of adults and youth with developmental disabilities and mental health concerns. These programs include:

th  24 Ave home

 Thorncliff House

 DESC Homeshare Network

 Community Inclusion Program

PHILOSOPHY

1. All people have the right to maintain their individuality and dignity.

2. All people have the right to privacy and confidentiality.

3. All people have the right to be free from abuse, neglect, exploitation and discrimination.

4. Our clients have the right to be fully involved in independent living decisions.

4 5. Our clients have the right to live in a manner consistent with their needs, interests and capabilities.

6. Our clients have the right to receive quality-managed services.

7. DESC Services will cooperate with existing like-minded organizations. DESC Services serves individuals regardless of race, colour, ancestry, culture, place of origin, political belief, religion, sexual orientation, disability or gender. Individuals cultural and diversity preferences will be honored, respected and included in the development of your support plan.

A BRIEF HISTORY OF DESC SERVICES

DESC Services was started by Lance Elmer in 2000 in Victoria, BC. In 2006 DESC started to provide services in the Okanagan. Services have included staffed group homes, 1-1 support for individuals living independently or with their families, crisis support and behaviour consulting.

5 STAFFING AT DESC SITES: Employees are hired as Community Support Workers (CSW’s). Community Support Workers must be able to assist with self- directed individuals as well as provide care to individuals with more complex behaviour needs Employees may be hired for a specific site or as casual on-call relief staff.

YOUR RIGHTS YOUR RIGHTS AS A PERSON LIVING IN CANADA: In 1982, the government of Canada told all Canadians about their rights in a document called the Canadian Charter of Rights and Freedoms. Some of your rights included in this Charter are:

 The right to be treated fairly and equally, regardless of

race, colour, ancestry, culture, place of origin, political

belief, religion, sexual orientation, disability or gender

6 colour, sex, age, or whether you have a physical or

mental disability.

 The right to choose your religion.

 The right to your own thoughts and the right to talk

about your thoughts.

 The right to come together with other people

 The right to vote

 The right to stay in Canada or leave

 The right to learn

The Charter also tells you that if anyone denies your rights, you can ask someone to help you make sure that your rights are being respected. Some of the people that you may want to ask for help include: your parents, or another trusted family member, one of your friends, your staff, or Executive Director,

7 a member of your church or even your local Member of the Legislative Assembly (MLA)

YOUR RIGHTS AS A PERSON LIVING IN BRITISH COLUMBIA: In BC there is something called The BC Human Rights Code. It says that you cannot be discriminated against because you have a physical or mental disability. The code says that you have:

 The right to access the same services as everyone else including restaurants, malls, buses and schools.

8  Get hired and be paid the same wages as everyone else.

 Be treated the same as every other tenant when you rent an apartment or house.

If you think you have been treated differently because of your disability, you should tell your parents or other trusted family member, one of your friends, your staff, or Executive Director, a member of your church or even your local Member of the Legislative Assembly (MLA).

YOUR RIGHTS TO ASSISTANCE IN BRITISH COLUMBIA:

Persons with disabilities who are eighteen years or older, and have no other income, have the right to benefits and services from BC Benefits. DESC Services will ensure that every client has adequate as well as the appropriate income prior to moving into a DESC home or assist6 individuals to access adequate income if they are living independently. You are encouraged to speak with a trusted family member or your

9 Staff should you ever have a problem with your income or managing your budget.

SAFEGUARDS

QUALITY STAFF:

DESC Services hires high quality employees that are committed to working with people with developmental disabilities and mental health concerns.

Employees are required to have relevant education and related experience. All candidates submit a resume and fill out

10 an employment application. Two work references are checked. Prior to being hired, the following documentation is submitted and confirmed:

 Tuberculosis Test

 Doctor’s fitness to work certificate

 Criminal Record Check

 Valid First Aid and C.P.R certificate

 Class 5 driver’s license

 Drivers abstract

CLIENTS:

Support Plans are developed for each client. All clients participate in the development of their own Support Plans. Support plans explain what type of support you require, what days/hours you will have support and have goals that the staff will assist you to achieve

11 COMMUNITY LIVING BRITISH COLUMBIA:

Community Living British Columbia (CLBC) provides Quality Service Analysts and Facilitators for all clients. A Personal Service Plan is developed for each client receiving services, with input from the client, family, support network and CLBC. This is reviewed and updated annually by the support team.

You may contact a Facilitator at the CLBC office:

Phone: (250)549-5490

Mailing Address: Suite 201, 2802 – 30th Street

Vernon, BC V1T 8G7

You are also eligible for services including nursing, nutrition and dysphasia, dental hygiene, physiotherapy and occupational therapy from Health Services for Community Living (HSCL). Contact your local Health Unit for more information.

PHARMACY:

12 All medication in pill form must be blister packed, and that everything about the administration procedure is properly documented. Pharmacists conduct a safety inspection of medications within DESC managed site’s annually. DESC Staff can assist individuals living independently manage their medication if required.

OCCUPATONAL HEALTH AND SAFETY:

WorkSafe BC requires that a Health and Safety Committee meet to review injury statistics during Occupational Health and Safety meetings. The committee provides recommendations on increasing safety in the homes, and reducing workplace injury. It is important that all health and safety concerns are reported to the Executive Director.

13 CONFLICT RESOLUTION

DESC Services realizes that sometimes when people work together they may disagree.

If you, your family or caregiver disagree with something that was said or something that happened at one of DESC Services sites, and you cannot resolve the situation on your own, you may go through the conflict resolution process.

THE CONFLICT RESOLUTION PROCESS:

14 Talk to the Executive Director to find out what can be done. The two of you might decide to meet with the person involved so that you can talk about your concern. If your concern is not resolved then you can choose to go to the Formal Process.

THE FORMAL PROCESS

 Arrange to meet again with the Executive Director. It is important that everything that was said at this meeting is written down. We can give you a copy of what is written down.

 The Executive Director will look into your concern

15  They will share with you what they find out within 10 days of the meeting. They will give you a report that will include a decision.

 If you are not happy with the decision then you can take your complaint in writing to CLBC.

If you are still unhappy with the decision you can take your concern to your Facilitator (CLBC)

WHAT ELSE CAN I DO TO RESOLVE CONFLICT?

 You can also choose to take your complaint to the Advocate for Service Quality.

 This person ensures that people in BC with developmental disabilities who receive service are adequately protected.

16  Your Advocate is not a Ministry or CLBC staff person so they can respond to you in a way that is independent of the Ministry or CLBC.

You and/or your advocate can reach the Advocate for Service Quality in Victoria by calling :

Phone: (250)387-6121

Mailing Address: 200-555 West 8th Avenue

Vancouver, BC V5Z1C6

INFORMATION ABOUT YOU

DESC Services will ask you and your family or caregiver to give us information about you. We keep that information so that the staff who support you know what you like and what you need.

17 WHERE DO WE KEEP THE INFORMATION?

We keep the information about you in your Client File, which is kept in a secure area. Only the people who need to know about you have access to this information. We also keep some information about you on computers. Again, only the people who need to know about you have access to the computer.

CAN YOU LOOK AT THE INFORMATION?

Yes. You can look at the information about you at any time. Ask the Executive Director, and they will go through your file with you.

SHARING INFORMATION ABOUT YOU:

The people who support you need to look at your File to get information about you so that they can do a good job. If

18 anyone who is not supporting you asks DESC for information, then we will ask your permission in writing.

If we plan to use your photograph or write an article about you we will ask for your permission first.

PRIVACY

PRIVACY MEANS THAT INFORMATION ABOUT YOU IS CONFIDENTIAL.

19 When you turn 19 in BC you become an adult. Once you are an adult, people who need information about you need to talk to you first. Then you decide if you want them to talk to you, your parents or your caregiver.

Before you talk to anyone, you can ask if you can talk about things that are “confidential.” That means that what you say is private, and won’t be told to anyone else.

There are some things that cannot be confidential. For example, if you say someone is touching you in a bad way, the person you tell has to tell CLBC staff, police and the Executive Director.

PRIVACY ALSO MEANS:

That you have the right to be alone, if that is what you choose. That people should knock and ask if it is okay with you before

20 they come in to a space where you are alone. That people should not look at or take your private things without your permission. The only time this might be different is if there is a risk to your health or safety.

WE RESPECT PRIVACY AT DESC SERVICES BY:

 Making staff and roommates aware of your right to privacy.

 Not talking about you to people who do not need to know about you.

 Not sharing information about you until you, or someone you have chosen, say it is okay to do so.

 Keeping written information about you in a secure place.

 Respecting your right to privacy and dignity when we help you with personal care.

 Supporting you and everyone else to respect the privacy of others.

 Having all employees sign a confidentiality statement.

21 RESPONSIBILITIES Along with rights you have responsibilities. For example, when you make a choice you are responsible for that choice. As a Canadian you have rights. You also have responsibility to respect the rights of other Canadians by treating people fairly and treating everyone equally.

Your responsibilities to DESC Services includes:

 Participating in the planning of your services.

 Exploring options in your community by participating in recreation and leisure activities, community volunteering or paid work placements.

 Letting people know if and when you need support.

 Listening to others.

 Respecting the rights of everyone at DESC Services.

 Letting us know if you are going to be away from home, and when you expect to return.

 Letting us know if you wish to learn something new or receive any training. We will let you know if any training

22 is being provided in the community that you may be interested in

YOUR RESPONSIBILITIES AND YOUR HEALTH AND SAFETY: You have the responsibility to let us know of any health or safety concerns that you have. We need to know about things like :

 The medications you take, and when any changes occur.

 Medical health concerns that you have.

 Safety concerns that you have.

 Health and Safety supports that you require.

23 YOU HAVE THE RESPONSIBILITY TO TELL US IF YOU DO NOT FEEL SAFE:

 When you are at a DESC Services home.

 With someone working for DESC Services.

 When you are out in the community.

 When you are in a DESC Services vehicle.

24 YOUR RESPONSIBILITY IN CASE OF AN EMERGENCY:

If there is a fire or an earthquake, or if there is a fire drill you have a responsibility to:

 Remain calm.

 Leave the building.

 Follow the instructions of the DESC Services employees and other emergency response personnel.

 Let staff know if you or anyone else is having trouble.

25 HEALTH & SAFETY AT DESC SERVICES

At DESC Services we have procedures written down that will help you if there is an emergency.

If there is a Fire or an Earthquake we will help you to:

 Leave the building.

 Get out of the building if you have trouble walking.

 Follow the procedures in the Emergency Manual.

 Meet everyone in the assigned meeting area.

Staff are required to do regular emergency and evacuation drills.

26 MEDICAL EMERGENCIES:

If you have a medical emergency:

 The first staff person on the scene will give you first aid.

 Staff will go to get information about you so that we can give you the best support.

 If it is necessary we will assist you to go to a medical clinic.

 If it is necessary we will call 9-11.

 Your caregiver, family, DESC’s Executive Director and CLBC (if applicable) will be informed.

27  FIRST AID:

 All DESC Services employees have current First Aid and CPR training. There are First Aid kits in all DESC Services sites and vehicles.

YOUR OWN HEALTH AND SAFETY:

Before you first come to DESC Services, we will meet with you, your family and/or caregiver to find out what you need to keep you safe.

We ask questions about:

 The medications that you take.

 Health concerns that you have.

 Safety concerns that you have.

 The personal care supports that you require.

 The meal-time supports that you require.

28 This information goes into a Care Plan in your File. We will share this information so that everyone who will support you knows how to address your health and safety needs.

Every year (or sooner) we have a team meeting to update the information. It is important that you tell us about important changes when they happen.

UNIVERSAL PRECAUTIONS:

The DESC Services staff are trained in Universal Health Precautions. If they come in contact with blood or other body fluids they will follow certain steps. By following these steps they are less likely to come in contact with a communicable disease. That way staff stay safe and so do you. To prevent staff from coming in contact with blood or other bodily fluids they will:

 Wear gloves

 Follow approved hand washing procedures

29  Follow proper clean up procedures

If you come in contact with blood or other body fluids you must tell us so we can help make sure that you are safe.

VEHICLE SAFETY

Sometimes you will be transported by DESC Services staff in a vehicle owned by DESC Services or the staff’s personal. DESC Services staff who transport you are required to have a valid Class 5 Driver’s license. All the vehicles are insured, in case there is an accident.

We check the vehicles owned by DESC Services to make sure that they are safe to drive. Everyone must wear a seat belt in our vehicles. All vehicles are weapons free and no one is allowed to smoke in any vehicle when you are inside.

30 CLBC Tenancy Agreement

If I live in a DESC services managed home, I understand that I am expected to:

1. Treat the staff and other clients with dignity and respect, which includes no lying, swearing, teasing, bullying, racial, harassing, or sexual remarks or actions.

2. Respect the personal space and privacy of the other clients and the staff.

3. Act in a manner that does not compromise the health and safety of other clients and staff, which includes refraining from verbal and physical aggression.

31 4. Act lawfully both in and out of the home, meaning that I will not engage in or participate in illegal activities.

5. Consume alcohol responsibly, meaning that I will not overuse or abuse alcohol, consume alcohol against the advice of my doctor or pharmacist, and follow all public laws pertaining to the consumption of alcoholic beverages.

6. Taking medications as prescribed by my doctor or medical specialist, which includes no overuse or abuse of prescription or non-prescription drugs.

7. Follow the directions of health care professionals with regards to maintaining my health and safety.

8. Maintain a diet that promotes overall good health, as recommended by my dietitian, nurse, and/or doctor, and as agreed to in my Nutrition Care Plan.

9. Maintain a tidy bedroom in order to create a safe environment for myself and the staff

10. Participate in the shared maintenance of the household as my abilities permit.

11. Inform DESC staff of all overnight stays away from the home, for safety reasons.

32 12. Inform DESC staff of all overnight guests, for safety reasons.

13. Meet eligibility requirements for tenancy at this site as defined by Community Living British Columbia.

How to access DESC Services Support

All Individuals who are eligible for CLBC services can talk to an Analyst at CLBC and request their support be provided by DESC Services. CLBC will then contact the Executive Director and a meeting will be set up for you to meet with the Executive Director to discuss your support needs and decide if DESC Services is the Agency you want. DESC Services will then sign a contract with CLBC then the support can begin.

33 Should you decide that DESC Services is not the agency you want to use then we can assist you to find another agency that can provide the support you require. We have a website that has information about the agency and the work we do. Our website address is: www.descservices.ca

We welcome any feedback. If you would like to make a suggestion about how to improve your supports, change your supports or talk about being more involved with DESC services you can contact us at any time.

GETTING IN TOUCH WITH US D.E.S.C. Services 202-2411 Highway 6 Vernon BC, V1J 5G4

P 250-503-1613 E [email protected]

34 RESOURCES

COMMUNITY LIVING BC Suite 201, 2802 – 30th Street Vernon, BC V1T 8G7 Phone: 250-549-5490 General Enquiries: [email protected]

ANNUAL BUS PASS

35 Phone: (250)387-4431 Or call BC Disability Benefits toll-free 1-800-665-2656

BC HUMAN RIGHTS COMMISSION Victoria Office: 2nd Floor -844 Courtney Street, Victoria, BC V8W 9J1 Phone: (250)387-3710 www.bchumanrights.org

DISABILITY RESOURCE CENTRE 3402 27th Avenue, Suite 107 Vernon, BC V1T 1S1 Phone (250)545-9292 Email - [email protected]