FAMILY ADVOCACY GUIDE We All Want to Live Good, Satisfying Lives in Our Communities

FAMILY ADVOCACY GUIDE We all want to live good, satisfying lives in our communities. Sometimes we need extra help or support to do that. If you're having trouble getting the support you or your family member with a developmental disability needs, here are some steps to follow that may be useful.

Family Advocacy Guide We all want to live good, satisfying lives in our communities. Sometimes we need extra help or support to do that. If you're having trouble getting the support you or your family member with a developmental disability needs, here are some steps to follow that may be useful.

This booklet was developed by Richmond Society for Community Living. As information changes, this booklet is updated as often as possible.

Print Date: September 2019

Adult Services - Community Living BC...... 5 Children Services - Ministry for Children and Family Development...... 12 Richmond School District...... 17

The Community Living BC Complaint Process

CLBC, a Crown agency under the Ministry of Social Development and Social Innovation (MSDSI), is mandated under the Community Living Authority Act to fund supports and services in communities for adults with developmental disabilities.

The first step is to meet with a CLBC Facilitator to determine if your family member is eligible for services and, what service s/he needs. If the outcome of this process does not result in any support, inadequate levels of support or, you feel that you have not been treated appropriately, there is an internal CLBC Complaint Resolution Process as follows:

Speak directly to a Manager at your local CLBC office.

Community Planning & Development Manager (Richmond): Address: 230 – 5611 Cooney Road Richmond, BC V6X 3J6 Phone: 604-660-2100 Email: [email protected]

Quality Assurance Manager (Richmond): Address: 210 – 1200 Lynn Valley Road North Vancouver, BC V7J 2A2 Phone: 604-981-0321 Email: [email protected]

5 CLBC’s 3-step Complaints Resolution Process

STEP 1 - File a Complaint, It is Easy

Choose from three easy ways to make a complaint: 1. Click on the File a Complaint link on the front page of the CLBC website at www.communitylivingbc.ca. Complete the short on-line form and click ‘send’ or download a form to fax or mail it in.

2. Contact the CLBC Quality Assurance office directly at 1-877-660-2522 and a member of the staff will take your information over the phone.

3. Visit any CLBC office and ask staff to assist you with filling out a short form.

TIMELINE 5-10 minutes

STEP 2 - Regional Review

CLBC’s Quality Assurance Office will determine the appropriate CLBC staff person to review your complaint, based on the nature of the complaint. The person reviewing your complaint will contact you within 2 business days to confirm receipt of your complaint.

The CLBC staff person will initiate the review, contact you directly and provide a written response to your complaint. The timeline for resolution will depend on the complexity of your complaint.

The response will include a decision, recommendation(s) to resolve the situation and information about additional steps you may wish to take if you are not satisfied with the decision.

TIMELINE - First response in 2 business days

6 STEP 3 - If Necessary

If you are not satisfied with the review, contact CLBC’s Quality Assurance office directly at 1-877- 660-2522 or [email protected]

A Senior CLBC manager will contact you within 2 days, initiate a review of the regional decision, and provide a written response within 10 days.

If you are not satisfied with the response, you will be invited to contact CLBC’s Chief Executive Officer who will conduct a review and submit a written decision to you within 10 days.

TIMELINE - First response within 2 business days

7 If you are not satisfied with the outcome of CLBC’s 3-step Complaints Resolution Process, take the following additional steps:

Contact other Government Bodies

Advocate for Service Quality (Adults with Developmental Disabilities),

Phone: 604-775-1238 Web: www.mhr.gov.bc.ca/advocate/

The BC Ombudsperson Toll Free: 1-800-567-3247 Web: www.bcombudsperson.ca

The BC Ombudsperson is Ÿ an officer of the provincial legislature Ÿ independent of government and political parties Ÿ responsible for making sure that the administrative practices and services of public agencies are fair, reasonable, appropriate and equitable.

8 Contact your MLA

Teresa Wat Linda Reid John Yap Richmond Centre Richmond East Richmond Steveston

E-mail: [email protected] E-mail: [email protected] E-mail: [email protected]

Constituency: Constituency: Constituency: 300 – 8120 Granville Avenue 130 - 8040 Garden City Road 115 – 4011 Bayview Street Richmond, BC V6Y 1P3 Richmond, BC V6Y 2N9 Richmond, BC V7E 0A4

Richmond: Richmond: Richmond: Phone: 604-775-0754 Phone: 604-775-0891 Phone: 604-241-8452 Fax: 604-775-0898 Fax: 604-775-0999 Fax: 604-241-8493

Office: Office: Office: P.O. Box 9063 Room 207 East Annex Stn. Prov. Gov’t Parliament Buildings Parliament Buildings Victoria BC V8W 9E2 Victoria BC V8V 1X4 Victoria BC V8V 1X4

Victoria: Victoria: Victoria: Phone: 250-953-0910 Phone: 250-953-4887 Phone: 250-953-0919 Fax: 250-953-0928 Fax: 250-356-0596 Fax: 250-387-9066

Current as of September 2019

9 Contact other Politicians

1. Write to the Minister of Social Development and Poverty Reduction responsible for Community Living BC. Visit the following website to see a list of current cabinet members and their related ministry responsibilities along with their contact information: http://www2.gov.bc.ca/gov/content/governments/organizational-structure/cabinet/cabinet- ministers

2. When writing to the Minister, ensure you send a copy to the Opposition critic (shadow cabinet) for Community Living BC. Email [email protected] to find out who the current Opposition critic is.

3. Write to the Premier. Visit the following website for the Premier’s contact information: http://www2.gov.bc.ca/gov/content/governments/organizational-structure/cabinet/cabinet- ministers

If you can’t find what you are looking for, or prefer to call the BC Government General Inquiries lines: Monday through Friday, 7:30am - 5pm Pacific time Victoria: 250-387-6121 Vancouver: 604-660-2421 Elsewhere in BC: 1-800-663-7867

Telephone Device for the Deaf (TDD): Vancouver: 604-775-0303 Elsewhere in BC: 1-800-661-8773

10 Go public with your story

Inclusion BC has been speaking with media looking for families who are having difficulty accessing vital services. If you are willing to tell your story to your local media, Inclusion BC can help connect you. Contact the Director of Communications at Inclusion BC at 604-777-9100.

If you need help at any time during the process, you can contact the following organizations for support.

Inclusion BC

Inclusion BC's mission is to advocate for children, youth and adults with developmental disabilities and their families to ensure justice, rights and opportunities in all areas of their lives. You can contact Inclusion BC if you need someone to advocate for you. Sometimes Inclusion BC will connect you with someone in your community who can help, and other times Inclusion BC will get involved directly with your situation.

Phone: 604-777-9100 or 1-800-618-1119 Email: [email protected] Website: www.inclusionbc.org

The Family Support Institute (FSI)

Staff in the FSI office can help navigate systems and connect you to other family members who are volunteer Resource Parents for support.

Phone: 604-540-8374 1-800-441-5403 toll free Website: www.familysupportbc.com

11 The Ministry for Children and Family Development Complaint Process

The Ministry for Children and Family Development (MCFD) funds a range of programs and services for children and youth with special needs and their families.

If following eligibility acceptance and planning with a Social Worker, MCFD does not provide any support or adequate levels of support, or if you feel that you have not been treated appropriately, you are encouraged to resolve your complaint informally with your ministry worker. This is usually the fastest and easiest way to try and work things out. However, if you have already discussed your concerns with your worker and are not satisfied, if you don't have a worker, or if you feel uncomfortable discussing your concerns, the Complaint Resolution process is available to you.

The Complaint Resolution Process is a two-step process that varies slightly from region to region, but the principles and standards remain the same.

Step 1: Local Review Either you or your ministry worker can, individually or with the assistance of a regional resolution consultant, request the ministry worker's team leader review your concern.

Team Leaders: Richmond Address: #130-5840 Cedarbridge Way Richmond BC V6X 2A7 Phone: 604-660-9260

Regional Resolution Consultants: Coast Fraser Phone: 604 660-1548 Fax: 604 660-5072

Step 2: Make a Complaint Contact your local Ministry office and ask to speak with a Complaints Specialist. Phone: 604-660-9260 12 If you are not satisfied with the outcome of MCFD’s two step Complaints Resolution Process, take the additional following steps:

Contact Other Government Bodies

If you have completed the Complaint Resolution Process and are still not satisfied you may request an external review through the following:

Representative for Children and Youth (up to and including transitioning youth age 19-24)

The Representative for Children and Youth provides advocacy services to ensure that the voice and views of young people are heard and that their rights and interests are upheld in decisions that are being made about them.

Phone: 1 800 476-3933 Fax: 250 356-0837 Website: www.rcybc.ca

The BC Ombudsperson Toll Free: 1-800-567-3247 Web: www.bcombudsman.ca

13 At any time during the process, you can also take the following steps:

Contact your MLA

Teresa Wat, Linda Reid John Yap Richmond Centre Richmond East Richmond Steveston

E-mail: [email protected] E-mail: [email protected] E-mail: [email protected]

Constituency: Constituency: Constituency: 300 – 8120 Granville Avenue 130 - 8040 Garden City Road 115 – 4011 Bayview Street Richmond, BC V6Y 1P3 Richmond, BC V6Y 2N9 Richmond, BC V7E 0A4

Richmond: Richmond: Richmond: Phone: 604-775-0754 Phone: 604-775-0891 Phone: 604-241-8452 Fax: 604-775-0898 Fax: 604-775-0999 Fax: 604-241-8493

Office: Office: Office: P.O. Box 9063 Room 207 East Annex Stn. Prov. Gov’t Parliament Buildings Parliament Buildings Victoria BC V8W 9E2 Victoria BC V8V 1X4 Victoria BC V8V 1X4

Victoria: Victoria: Victoria: Phone: 250-953-0910 Phone: 250-953-4887 Phone: 250-953-0919 Fax: 250-953-0928 Fax: 250-356-0596 Fax: 250-387-9066

Current as of September 2019

14 Contact other Politicians

1. Write to the Minister of Children and Family Development. Visit the following website to see a list of current cabinet members and their related ministry responsibilities along with their contact information: http://www2.gov.bc.ca/gov/content/governments/organizational-structure/cabinet/cabinet- ministers

2. When writing to the Minister, ensure you send a copy to the Opposition critic (shadow cabinet) for the Ministry for Children and Family Development. Email [email protected] to find out who the current Opposition critic is.

3. Write to the Premier. Visit the following website for the Premier’s contact information: http://www2.gov.bc.ca/gov/content/governments/organizational-structure/cabinet/cabinet- ministers Phone: 250-387-1715 (Victoria) Fax: 250-387-0087

Telephone Device for the Deaf (TDD): Vancouver: 604-775-0303 Elsewhere in BC: 1-800-661-8773

15 Go public with your story

If you need help at any time during the process, you can contact the following organizations for support.

Inclusion BC Inclusion BC's mission is to advocate for children, youth and adults with developmental disabilities and their families to ensure justice, rights and opportunities in all areas of their lives. You can contact Inclusion BC if you need someone to advocate for you. Sometimes Inclusion BC will connect you with someone in your community who can help, and other times Inclusion BC will get involved directly with your situation.

Phone: 604-777-9100 or 1-800-618-1119 Email: [email protected] Website: www.inclusionbc.org

The Family Support Institute (FSI)

Staff in the FSI office can help navigate systems and connect you to other family members who are volunteer Resource Parents for support.

Phone: 604-540-8374 1-800-441-5403 toll free www.familysupportbc.com

16 School District No. 38 Richmond Richmond School District

Step 1: Speak directly to your child’s Classroom Teacher and/or Resource Teacher

Step 2: Speak to the School Administrator (Principle or Vice Principle)

Step 3: Contact a Special Needs Administrator Phone: 604-668-6000 Fax: 604-233-0150

Step 4: Ask for a review by the Area Superintendent connected to the school your child attends. Phone: 604-668-6000

A list of schools covered by each Area Superintendent is available on their website: www.sd38.bc.ca

For transportation related issues, contact the Manager of Transportation Phone: 604-668-6000 Fax: 604-668-6687

17 School District No. 38 Richmond

If you are not satisfied with the outcome of the Richmond School Districts Complaint process, take the additional following steps:

Contact Other Government Bodies

If you have completed the Complaint Resolution Process and are still not satisfied, you may request an external review through the following:

Representative for Children and Youth (up to and including transitioning youth age 19-24)

Phone: 1 800 476-3933 Fax: 250 356-0837 Website: www.rcybc.ca

The BC Ombudsperson Toll Free: 1-800-567-3247 Web: www.bcombudsman.ca

18 School District No. 38 Richmond

Contact your MLA

Teresa Wat, Linda Reid John Yap Richmond Centre Richmond East Richmond Steveston

E-mail: [email protected] E-mail: [email protected] E-mail: [email protected]

Constituency: Constituency: Constituency: 300 – 8120 Granville Avenue 130 - 8040 Garden City Road 115 – 4011 Bayview Street Richmond, BC V6Y 1P3 Richmond, BC V6Y 2N9 Richmond, BC V7E 0A4

Richmond: Richmond: Richmond: Phone: 604-775-0754 Phone: 604-775-0891 Phone: 604-241-8452 Fax: 604-775-0898 Fax: 604-775-0999 Fax: 604-241-8493

Office: Office: Office: P.O. Box 9063 Room 207 East Annex Stn. Prov. Gov’t Parliament Buildings Parliament Buildings Victoria BC V8W 9E2 Victoria BC V8V 1X4 Victoria BC V8V 1X4

Victoria: Victoria: Victoria: Phone: 250-953-0910 Phone: 250-953-4887 Phone: 250-953-0919 Fax: 250-953-0928 Fax: 250-356-0596 Fax: 250-387-9066

Current as of September 2019

19 School District No. 38 Richmond

Contact other Politicians

1. Write to the Minister of Education. Visit the following website to see a list of current cabinet members and their related ministry responsibilities along with their contact information: http://www2.gov.bc.ca/gov/content/governments/organizational- structure/cabinet/cabinet-ministers

2. When writing to the Minister, ensure you send a copy to the Opposition critic (shadow cabinet) for Education. Email [email protected] to find out who the current Opposition critic is.

3. Write to the Premier. Visit the following website for the Premier’s contact information: http://www2.gov.bc.ca/gov/content/governments/organizational- structure/cabinet/cabinet-ministers

Telephone Device for the Deaf (TDD): Vancouver: 604-775-0303 Elsewhere in BC: 1-800-661-8773

20 School District No. 38 Richmond

Go public with your story

If you need help at any time during the process, you can contact the following organizations for support.

Inclusion BC (formlery The BC Association for Community Living (BCACL))

Phone: 604-777-9100 or 1-800-618-1119 Email: [email protected] Website: www.inclusionbc.org

The Family Support Institute (FSI)

Staff in the FSI office can help navigate systems and connect you to other family members who are volunteer Resource Parents for support.

Phone: 604-540-8374 1-800-441-5403 toll free www.familysupportbc.com

21 22

www.rscl.org 170-7000 Minoru Blvd Richmond BC V6Y 3Z5 Phone: 604-279-7040 Email: [email protected]