Service Approach
All CDI programs are guided by strength-based frameworks with the child/youth being understood in the context of their family and community. We are committed to providing services that are welcoming, respectful and affirming of racial, cultural, religious, ethnic and linguistic diversity, as well as sexual orientation, age, gender, abilities and family differences. In the provision of quality services, we utilize a multidisciplinary approach. Our staff represent a range of professional disciplines including early childhood educators, child and youth workers, social workers, psychologists and registered psychotherapists. The CDI multidisciplinary team also includes subject-matter expert consultants. Your worker may consult with the multidisciplinary team on occasion for clinical input, however, no identifying information would be shared with the team during the consultation.
Rights and Responsibilities
The following information will help you understand what you can expect from us, and what we expect from families using our services.
You can expect us to:
- Respond to your initial call within two (2) business days.
- Ensure that you have the name of a contact person once you have made a telephone inquiry.
- Conduct your intake in person or by phone and advise you of the next steps in the process. Inform you of any anticipated waiting period for services and assist with referrals to other services, if appropriate.
- Offer you and your family appropriate program options in a culturally sensitive and responsive manner.
- Explain when services are not provided or terminated
- Ensure you are listened to, heard and that you have input in the planning of services and development of your service goals
- Provide a safe and inclusive environment and to be treated with respect and without any discrimination.
- Inform you about the services you will be receiving, including the expected benefits and limitations or risks of those services
- Listen to your concerns and with your consent, work with other service providers (such as school, hospital and other community services) to help you address your family’s needs.
- Notify you in advance of appointment cancellations, providing 24 hours’ whenever possible.
- Keep your personal health information secure and confidential sharing only with those who need to know or when required by the law.
We expect you to:
- Keep scheduled appointments or cancel at least 24 hours in advance, whenever possible.
- Participate in the intervention planning process with your worker to determine which services your family needs.
- Inform your worker if you intend to end services and try to plan this with us in advance.
- Inform CDI if your phone number or address changes.
- Respond to requests to complete questionnaires to help us provide the most effective services for your family. Note: Your decision not to complete these questionnaires will not affect your child or family’s current or future involvement with CDI.
Confidentiality: Use and Disclosure of Personal Information
Personal information is collected to help us plan together for services that will best meet your needs. Your personal information is considered highly confidential and is shared with other professional individuals or organizations only with your written permission. Exceptions to this policy occur if: we receive a court subpoena to share information; when there is a threat of harm to you, your child, or others; When there is concern that your child may be or has been abused, we are required by law to make a report to a child welfare authority such as a Children’s Aid Society.
Your personal information is kept in a secure and locked location. Electronic data is protected with the use of computer passwords and encryption. You have the right to access this information, and we will ensure that you routinely receive copies of our reports at no cost to you.
Should you require more information on privacy or personal information protection or wish to review your file, please contact your worker, or the CDI Chief Privacy Officer at 416-603-1827, ext. 2290. If you need further information or are not satisfied with how we addressed your questions or concerns, you may also contact the Office of the Information and Privacy Commissioner of Ontario at 1-800-387-0073 or www.ipc.on.ca.
Service Evaluation and Client Feedback
Our services are designed to meet the highest standards of quality and excellence, undergoing routine reviews by external bodies, such as the Canadian Centre for Accreditation, and Toronto Children’s Services for city-funded programs.
We highly value your thoughts and encourage you to ask questions and provide feedback about your experience. Your input helps us to improve our services continuously. When you and your family have finished your involvement with CDI, we will invite you to answer some questions about the quality of our services. We also routinely ask for feedback from agencies that refer clients to us for services.
Client Complaints
CDI takes all concerns and issues you raise seriously and will endeavour to address them as quickly as possible. You and your child are encouraged to express and resolve concerns or issues about services with your worker. If you believe that your concerns have not been adequately addressed with your worker, you can:
- Speak to the manager of the program, who will consult with their director. If resolution does not occur at this stage, you may contact the Chief Executive Officer. The program manager will provide you with the Chief Executive Officer’s contact information, at your request.
- You may also contact the Ombudsman Ontario Children and Youth Unit at 1-800- 263-2841, or 416-325-5669, to address any concerns or issues you may have with CDI.