Centre de protection et de réadaptation de la Côte-Nord
ADMINISTRATIVE AND SUPPORT STAFF ADVISORY BOARD
LOCAL COMPLAINTS AND SERVICE QUALITY COMMISSIONER
MISSION
Centre de protection et de réadaptation de la Côte-Nord (CPRCN) is a regional institution that provides specialized services throughout the North Shore region for individuals (and their families) who suffer from major adaptation and social integration problems.
Services are provided under the Act respecting health services and social services, the Youth Protection Act, and the Youth Criminal Justice Act. Our specialists work together to provide continuous, personalized services in natural and alternative living environments.
Our services are designed for
- Young people and the families of young people suffering
from behavioral, psychosocial, or family disorders - People with intellectual disabilities or
pervasive developmental disorders - People with physical disabilities
- People with addiction problems
CPRCN works with other sectoral and intersectoral partners to promote initiatives designed to reduce the occurrence and severity of problems and support social integration. Our services are designed to
- Protect children and adolescents
- Evaluate, support, restore, develop, or strengthen the personal, parental, family, and social skills of individuals in need
- Foster accountability and personal, family,
and social adaptation and integration - Promote appreciation for social roles and
encourage people to assume them
GUIDING PRINCIPLES
Clinical Principles
Clientele
- Ensure all decisions and services aim to meet
the needs of users since they are our main priority. - Promote and respect user rights.
- Respect the physical, psychological, and social integrity of users.
- Assume that users and their entourage have the necessary skills.
- Acknowledge and promote user strengths and skills.
- Promote active user participation in various assistance measures.
Environment
- 1. Ensure that a person’s natural environment is
conducive to his or her development and fulfillment. - Get those in this environment actively involved
in carrying out assistance strategies to help users.
Approach
- Consider individuals as a whole and in relation to their environment.
- Focus on partnerships between the user and the community.
- Encourage innovation and creativity.
- Respect the users’ sense of belonging.
Services
- Offer superior quality services based on personalized service
and intervention plans that foster active user participation. - Offer services that provide continuous, regular support.
- Offer services based on a comprehensive, accurate reading
of the situation, from the start of the intervention. - Offer services that are subject to evaluation, notably via quality control and feedback from users and their entourage.
Organizational Principles
- Ensure the organization is user centered.
- Ensure the organization recognizes and respects its
personnel by supporting its development and
maintaining clear and transparent communications. - Ensure the organization maintains, develops, and fosters skill sharing.
- Ensure the organization fosters an interdisciplinary approach.
- Ensure the organization builds accountability among its teams.
- Ensure the organization’s services are provided by caregivers
who are physically located as close to the user as possible. - Ensure the organization makes maximum use of local resources.
- Ensure the organization has decentralized management.
- Ensure the organization provides professional supervision.
- Ensure the organization strives for a fair
distribution of regional resources. - Ensure the organization’s service units are defined
based on regional parameters and level of service. - Ensure the organization makes its user programs visible,
particularly in terms of service access mechanisms. - Ensure the organization promotes user needs and initiates
local and regional actions designed to meet them.
CODE OF ETHICS
In accordance with the Act respecting health services and social services, the CPRCN code of ethics sets out the practices and conduct it expects its staff to uphold when serving users.
It draws on the principles and guidelines set out by the institution with regard to the Act respecting health services and social services. It is based on respect for the freedoms of users and specifies certain user responsibilities.
The code of ethics is first and foremost a tool to promote the relationship between users and CPRCN staff.
For CPRCN and its staff, the code of ethics is like a moral contract that binds them, and they undertake to comply with it in their daily interactions with users.
Code of ethics (French), adopted on March 28, 2007
Code of ethics (English), adopted March 2007
ORGANIZATIONAL STRUCTURE
BOARD OF DIRECTORS
- Ms. Renée Gagné, Chair (CPRCN Défi Foundation)
- Mr. Pierre Pinel, Vice Chair (Health and Social Services Agency)
- Ms. Suzie Larouche, Deputy Vice Chair (General Public)
- Mr. Alain Langlois, Secretary (General Public)
- Mr. Claude Montigny, Executive Director
- Mr. Denis Bouchard (Administrative and Support Staff Advisory Board)
- Ms. Sophie Boudreau (Multidisciplinary Council)
- Ms. Joanne Chamberland
(Health and Social Services Agency, User Committee) - Mr. Michel Fournier (User Committee)
- Mr. Marc Lalancette (General Public)
- Ms. Francine Pelletier (Health and Social Services Agency)
- Ms. Sylvie Poitras (Cooptation, Community Organization)
- Ms. Chantal Salvas (Multidisciplinary Council)
- Mr. Robert Thivierge (General Public)
Executive Committee
- Ms. Renée Gagné, Chair
- Mr. Pierre Pinel, Vice Chair
- Ms. Suzie Larouche, Deputy Vice Chair
- Mr. Alain Langlois, Secretary
Watchdog Committee
- Mr. Michel Fournier, Chair
- Ms. Renée Gagné, Secretary
- Mr. Gaétan Gauthier, Local Complaints and Service Quality Commissioner
- Mr. Claude Montigny, Executive Director
MULTIDISCIPLINARY COUNCIL
Role
The Multidisciplinary Council’s role is to submit recommendations to the Board of Directors on the following three areas directly related to CPRCN activities:
- Recognition of and improvements to the quality
of services provided by members - Appropriate distribution of care and services by members
- Internal service quality regulations
The Multidisciplinary Council is also responsible for providing management with its opinions on the following issues:
- The scientific and technical organization of Centre
de protection et de réadaptation de la Côte-Nord - Procedures for evaluating and maintaining member skills
- Any other issues that come to its attention
Whenever required, the Multidisciplinary Council may strike committees of peers or any other people it deems necessary.
The Multidisciplinary Council has the power only to make recommendations, not to make decisions. It submits its opinions and recommendations to help management clarify or improve issues that directly affect members. Every year, it submits a report outlining its work to members of the Multidisciplinary Council and the Board of Directors.
Composition
All clinical staff members with a college or university degree who are involved in any area of CPRCN activity are members of the Multidisciplinary Council.
The Multidisciplinary Council Executive Committee is made up of the CPRCN executive director, one person appointed by the executive director, and six people elected by and among members, including two people representing each of the CPRCN centers. At least three of these six elected members must have different job titles and, if possible, be members of different professional corporations. The Executive Committee must hold at least four meetings a year.
2007–2008 Executive Committee
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ADMINISTRATIVE AND SUPPORT STAFF
ADVISORY BOARD
Mission
The Administrative and Support Staff Advisory Board is the professional association of all non-clinical personnel who carry out an administrative or supporting role at Centre de protection et de réadaptation de la Côte-Nord.
Responsibilities
The Advisory Board is specifically designed to
- Promote the vital, complementary role its members play to help CPRCN meet its objectives and fulfill its mission
- Issue opinions and recommendations on
- CPRCN administrative, technical,
and material organization - CPRCN policies, procedures, and programs
- Member training and skill upgrading
- Improving the quality of CPRCN services
- CPRCN administrative, technical,
- Identify and promote measures to improve
the working life of its members
2008–2009 Executive Committee
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Working Committees
- Quality of Working Life Committee
- Training Committee
- New Technology Committee
ANNUAL REPORTS
LOCAL COMPLAINTS AND
SERVICE QUALITY COMMISSIONER
All complaints are viewed as an opportunity to improve the quality of the services we provide and to ensure that user rights are upheld. The local complaints and service quality commissioner is responsible for fielding and reviewing complaints, distributing information on the rights and obligations of users, and promoting the complaints investigation process.
User Rights
The Act respecting health services and social services sets out a certain number of user rights, including
- The right to be informed
- The right to appropriate services
- The right to take part in all decisions concerning them
- The right to have access to their file
CPRCN’s code of ethics stipulates that “in all interactions, users must be treated with courtesy, fairness, and understanding and with respect for their dignity, independence, needs, and safety.”
Filing Complaints
Users or their representatives must first notify the CPRCN staff member of their dissatisfaction and try to resolve the problem with him or her. If they do not receive a satisfactory response, users must contact the CPRCN staff member’s supervisor.
If the users still do not receive a satisfactory response to their request after contacting the staff member’s direct supervisor, they may file a complaint with the local complaints and service quality commissioner by phone or in writing.
For more information:
Local Complaints and Service Quality Commissioner
835 boulevard Joliet
Baie-Comeau, QC G5C 1P5
Toll free: 1-866-495-5866
Cell: 418-295-5866
Email: commissaire.cprcn@ssss.gouv.qc.ca
DÉFI FOUNDATION
Eligibility Requirements
1. Target Clientele
- Troubled youth
- Disabled persons
- Alcoholics or drug addicts
- Their families
2. Goals of the DÉFI Foundation
- To provide financial or material assistance
- To conduct prevention/research initiatives
- To grant scholarships
- To provide assistance to people who want
to start living alone in an apartment - To help people return to their community
(social integration)
3. Eligibility Considerations
- Applications must be for interventions that
complement services provided by CPRCN. - Applications must be submitted by a network stakeholder
(social worker, physiotherapist, occupational therapist, etc.)
who is supported by his or her direct supervisor. - Applications must include an assessment of the
person in question (budget, family, etc.). - Applications must include a real cost assessment.
- Applications must be accompanied by
supporting documents as required. - Applications must explain the impact of a denied request.
- All applications to cover someone’s salary will be denied.
- All home adaptation applications will be denied.
- Applications must be nonrecurring.
- Applications must be for cases that cannot be
handled by another service or organization.
Application forms are available from administrative personnel at all branches and must be sent to the following address in a confidential manner:
CPRCN Défi Foundation
835 boulevard Joliet
Baie-Comeau, QC G5C 1P5
For more information, feel free to call us at 418-589-9927, ext. 2005.
CPRCN personnel may make donations to the Défi Foundation via payroll deductions. To do so, simply fill out the appropriate form and send it to your Payroll Department.
USER COMMITTEE
Role
The role of the User Committee is to protect users’ rights.
It ensures that users are treated with respect and dignity and that their rights and freedoms are upheld. The committee serves as a key user representative within CPRCN.
Respect for user rights, service quality, and user satisfaction are the founding principles guiding all User Committee actions.
Responsibilities
- Inform users and their representatives of their rights and obligations.
- Promote improvements to users’ quality of life and assess their level of satisfaction with the services received from CPRCN.
- Defend the rights and collective interests of users or, on the request of a user, defend his or her rights or interests within CPRCN or any other competent authority.
- On request, support and assist users or their representatives in any endeavors they undertake, including filing a complaint. Help them find resources that can meet their needs.
- Present the needs and expectations of users and their families to CPRCN management.
Composition
Any people, or their representatives, who have received services from
Centre de protection et de réadaptation de la Côte-Nord either internally or externally via Centre jeunesse Côte-Nord, Centre de réadaptation L’Émergent, or Centre Le Canal are eligible to be members of the User Committee.
The User Committee... a vital contribution to
improving the quality of services!
For more information, contact the User Committee liaison officer:
1250 rue Lestrat
Baie-Comeau, QC G5C 1T8
Telephone: 418-589-2038, ext. 2795
Toll free: 1-866-545-2038
Fax: 418-589-6227
Email: comite.usagers.cprcn@ssss.gouv.qc.ca