Our commitment to service excellence:
Service principles and standards
Our service principles
When we provide a service to you, we are guided by five key principles which will help us to meet your service expectations:
Accessibility
We will:
- Ensure that persons with disabilities are able to access our services.
- Provide barrier-free service to persons with disabilities in a fair, equitable and respectful manner.
- Provide services in both official languages.
Accountability
We will:
- Review and evaluate our performance on a regular basis.
- Protect our clients’ personal information and privacy.
- Manage our resources efficiently so that we provide value for our clients.
- Provide evidence-based services that improve outcomes for children.
Courtesy and Respect
We will:
- Treat our clients and their families in ways that respect their dignity and individual needs.
- Treat our clients equitably and fairly.
Reliability
We will:
- Provide clear information about our services that is accurate and up-to-date.
- Set specific service standards for our programs.
Responsiveness
We will:
- Listen to our clients and their families and take their diverse needs into account
- Ask the children, youth and families we serve for feedback on our service.
- Improve our services based on feedback received
Our service standards
In receiving services from the Ministry of Children and Youth Services, you can expect:
- Qualified, knowledgeable and courteous staff will be available to answer your questions weekdays between 8 a.m. and 5 p.m., unless otherwise posted or communicated. If staff are unavailable, an alternate contact will be identified or voicemail will be used.
- Outside of normal office hours, information on our programs and services is available on our website, 24 hours a day, 7 days a week.
- We will provide prompt and accurate follow up to your enquiries by phone, mail and email that meets or exceeds the Ontario Government Common Service Standards.
- telephones
- correspondence
- in-person locations
- customer feedback/complaint resolution
- We will take all reasonable steps to provide information and advice that is accessible to everyone. Printed materials produced by us can be requested in alternative formats, such as large print or Braille, and information can be accessed through a TTY line.
- We will seek your views on how our service will be delivered, the quality of our service and the standards of service you expect from us. We welcome your comments or suggestions on how we can improve the quality of our service.
Accessibility service standards
MCYS is committed to a barrier-free and accessible workplace, where every client is treated fairly, equitably and with dignity. We are working to ensure our services are accessible. Our services comply with the accessibility requirements of the:
- Ontarians with Disabilities Act, 2001
- Accessibility for Ontarians with Disabilities Act, 2005
- Accessibility Standards for Customer Service, Ontario Regulation 429/07
- The Accessibility for Ontarians with Disabilities Act Customer Service Standard
MCYS also complies with the following legislation in the provision of our services:
- French Language Services Act
- Freedom of Information and Protection of Privacy Act
- Personal Health Information Protection Act
- Human Rights Code
Measuring our performance
We will conduct a client survey that evaluates achievement of service standards in at least one MCYS direct service program per year.
