Feedback & Complaints Resolution
In promoting organizational learning and on-going quality improvement, Christian Horizons encourages all interested parties (i.e., people receiving services, family members / advocates, community partners, other service agencies, funders, donors, employees, volunteers, or members of the broader public) to provide feedback about our organization and about the services provided. Feedback may be positive, neutral or negative, and may include general comments, thoughts, ideas for improvement, concerns or complaints.
General or specific feedback may be requested through research or knowledge gathering activities (e.g., surveys, interviews, focus groups). These activities will follow appropriate procedures to make sure that each person is protected, that privacy and confidentiality is maintained, and that people who choose to provide feedback do not experience any form of retaliation for sharing their thoughts.
General feedback may also be received as a result of an open invitation to provide feedback. Those who may be interested in providing feedback to Christian Horizons may do so through various means:
- Through standard mail to Christian Horizons, to the attention of Feedback and Complaints at 26 Peppler Street, Waterloo, ON N2J 3C4
- Through email to firstname.lastname@example.org
- By phone to a local office or the Christian Horizons Waterloo Office by calling toll-free 1(800) 267-7337.
- By providing feedback through a Christian Horizons website or social media
All feedback will be taken seriously and will be shared while maintaining confidentiality. Those providing feedback will be offered the opportunity to share their name and contact information should they require any specific follow-up conversations. Christian Horizons takes a non-reprisal approach to feedback and will work to make sure that those providing feedback do not experience any form of retaliation for sharing their thoughts.
If a person providing feedback has requested a follow-up conversation, this follow-up conversation will take place within three business days. Christian Horizons will not provide private or confidential information in this conversation.
Christian Horizons invites current employees and volunteers to provide feedback through existing procedures and structures within the employment or volunteer relationship. At least on an annual basis, all received and documented organizational feedback (including complaints) will be compiled and analyzed in order to identify potential areas of learning and improvement across the organization, and relevant to services provided. This information will be made available to the Board of Directors.
Christian Horizons also invites service-specific feedback from people receiving services and their respective family members or advocates. Feedback may be communicated in a manner that is preferred or that makes sense for the person providing feedback. Information about how to provide service-related feedback is provided to people receiving services and their respective family members or advocates directly.
All interested parties will be made aware of this policy in an appropriate manner (e.g., through the public website, information booklets and communication materials).
In 2005, the Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA). The act is the first of its kind in Canada implementing mandatory accessibility standards, and it applies to both private and public sector businesses and organizations. This includes places of worship and organizations with as few as one employee. Christian Horizons is committed to providing environments where all people have an equal opportunity to utilize and access services fully. This commitment extends to people supported by Christian Horizons and members of the general public (e.g., donors, those seeking support information, etc.).
Standard practices within Christian Horizons to promote services that are accessible to all include:
- welcoming service dogs and encouraging people to utilize assistive devices (e.g., screen reader, listening device, cane, wheelchair);
- having wheelchair-accessible offices;
- communicating with people in ways that meet their needs (e.g., verbally, by phone, or email);
- having accommodations (including accessible formats and communication supports) available upon request.
Should you require accommodations for information on the website, reports, or attending a Christian Horizons event, please contact us at 1-866-362-6810 or by email at email@example.com.
Concerns and Complaints Resolution Process
Organizational concerns and complaints will be received as feedback. In addition to the standards on receiving and documenting feedback, an expressed concern or complaint will be forwarded to an appropriate representative (e.g., Program Manager of the specific support or service provided, or an appropriate member of leadership) and followed up in an appropriate manner.
Organizational concerns and complaints that are obtained through knowledge gathering and research activities will be documented. The person providing the concern or complaint will be asked to provide consent to share their concern or complaint (in line with defined research plan and confidentiality requirements). Should the person desire and provide consent to forward a concern or complaint, it will be documented by the person receiving the complaint, forwarded to an appropriate representative of the service-specific relationship, and followed up appropriately.
Organizational concerns and complaints that are obtained as a result of an open invitation for interested parties to provide feedback (e.g., by mail, email, phone call, website or social media), will be documented by the person receiving the concern or complaint. Receipt of the concern or complaint will be acknowledged using the contact information provided within one business day.
The concern or complaint will be documented on a Christian Horizons Occurrence / Incident Report and forwarded to an appropriate party.
The person who received the concern or complaint will follow-up with the appropriate representative to determine whether a response has been communicated to the person making the concern or complaint within three business days.
Christian Horizons will not provide confidential information in response to a concern or complaint. In addition, if a concern or complaint is made by a person receiving services, or by a family member / advocate, the service-related concerns procedure will be followed.
If the concern or complaint represents a potential disclosure of abuse, the identified representative (i.e., Program Manager or senior leader) will follow appropriate abuse reporting procedures.
If the concern or complaint represents a potential criminal act, the identified representative (i.e., Program Manager or senior leader) will immediately report to the police.
Feedback and Consultation
Christian Horizons will invite feedback on specific projects and initiatives periodically.
As working groups and committees are established, efforts will be made to acquire wide representation to inform the process (e.g., where appropriate, committees may include persons supported, support workers, managers).
In addition, appropriate consultation from people supported, families, employees and other stakeholders is sought in the development of strategic plans, training, and policies.
When necessary, consultation sessions will be held in local communities to encourage people to attend and participate.
Broader Public Sector Accountability
As subsidiaries of Christian Horizons International, Christian Horizons and Xeorixs Homes are bound by the Broader Public Sector Procurement Directive issued by Management Board of Cabinet effective January 1, 2020. Accordingly, Christian Horizons and Xeorixs Homes adhere to the Ontario Broader Public Sector Supply Chain Code of Ethics as seen below:
Goal: To ensure an ethical, professional and accountable BPS supply chain.
Supply Chain Activities must be open and accountable. In particular, contracting and purchasing activities must be fair, transparent and conducted with a view to obtaining the best value for public money. All participants must ensure that public sector resources are used in a responsible, efficient and effective manner.
Individuals involved with purchasing or other Supply Chain Activities must comply with this Code of Ethics and the laws of Canada, Ontario and Saskatchewan. Individuals should continuously work to improve supply chain policies and procedures, to improve their supply chain knowledge and skill levels, and to share leading practices. Supply Chain Activities must be open and accountable.
Individuals involved with Supply Chain Activities must act, and be seen to act, with integrity and professionalism. Honesty, care and due diligence must be integral to all Supply Chain Activities within and between BPS organizations, suppliers and other stakeholders. Respect must be demonstrated for each other and for the environment. Confidential information must be safeguarded. Participants must not engage in any activity that may create, or appear to create, a conflict of interest, such as accepting gifts or favours, providing preferential treatment, or publicly endorsing suppliers or products.
Broader Public Sector Expenses Directive
Christian Horizons is bound by the Broader Public Sector Expenses Directive issued by Management Board of Cabinet effective January 1, 2020. Accordingly, Christian Horizons has established expense rules applicable to Board Members, employees, and consultants and contractors engaged by the organization. The expense rules apply to travel, meal and hospitality expenses. The rules are based on the below four key principles.
Christian Horizons is responsible for maintaining and protecting the personal information under its control. Christian Horizons has appointed a Personal Information Compliance Officer who is responsible to ensure that Christian Horizons complies with its privacy obligations in accordance with applicable privacy laws.
Christian Horizons is transparent to all stakeholders. The rules for incurring and reimbursing travel, meal and hospitality expenses are clear, easily understood, and available to the public.
Taxpayer dollars are used prudently and responsibly. Plans for travel, meals, accommodation and hospitality are necessary and economical with due regard for health and safety.
Legitimate authorized expenses incurred during the course of the business of Christian Horizons are reimbursed.
Our Approach to Executive Compensation
Christian Horizons is a non-profit, Christian ministry that supports people through four organizations – Christian Horizons, Christian Horizons Global, Christian Horizons Canada and Xeorixs Homes. The Christian Horizons Group has a total budget of $198 million. Our mission is carried out by over 3,500 employees in Canada, and many employees and volunteers in nine countries around the world.
Christian Horizons seeks to honour God and value people in all we do and with all our resources. These resources include the funding that Christian Horizons receives from the government, foundations, partner organizations and donors. Christian Horizons believes that we are not only accountable to our funders for the use of these resources, but also to God for effective stewardship, transparency and impact.
Most of our resources are used to pay the salaries and benefits of the dedicated employees that provide the supports and programs offered by Christian Horizons. We are committed to keeping our wages competitive within the Developmental Services and Non-Profit sectors. As well, the leaders at Christian Horizons work hard at advocating with the government on behalf of our staff, ensuring that our employees have representation and input in budgetary and financial discussions.
The Chief Executive Officer of Christian Horizons receives a salary of $235.111.00 and taxable benefits of $14,435.44. This salary was set by the Board of Directors after comparing compensation levels from other organizations with a similar size and focus across Canada. The Board of Directors believes that this level of compensation accurately reflects the scope and responsibility of the position.
It is our commitment to be transparent with the resources entrusted to this organization. If you have any questions, please feel free to connect with the Executive Office at 1-888-662-6603.
*updated April 2021
Broader Public Sector Business Documents Directive
In commitment to transparency and accountability, Christian Horizons adheres to the Broader Public Sector Business Documents Directive. This directive requires organizations that are funded by the Ontario government to publicly share business documents that detail an organization’s mandate and strategic direction, current and future programs, and performance measures and targets.
View our Annual Reports
View our Strategic Plan
View our Performance Measures
View our Community Services