Standards and Policies

Who we are:

Sioux-Hudson Literacy Council is a not-for-profit organization which is funded to provide free educational services to adults in our area. We are community-based, using an educational approach which is goal-path directed, client-centred and holistic in nature. We use flexible learning programs which incorporate our clients’ wants, needs, abilities and cultural traditions. Empowerment of clients is the cornerstone of our program planning and development.

Mission Statement:

Sioux-Hudson Literacy Council’s mission is to promote and provide access to the highest quality literacy programs, services and opportunities for a diverse multicultural and multi-aged community primarily in Sioux Lookout and Hudson, but Ontario at large as well.

Sioux-Hudson Literacy Council mission is to provide a culturally supportive, flexible environment for First Nations, Aboriginal, Métis and Inuit individuals, communities and organizations striving to improve their skills in order to improve the quality of life at home, at work and in the community.

Vision Statement:

Sioux-Hudson Literacy Council seeks to see adults, young people and families in Sioux Lookout, Hudson, and Ontario at large with literacy goals living full lives at home, at work and in their communities because they value life-long learning and have full and equitable access to programs and opportunities.

Our Pledge:

We use flexible learning programs which incorporate our clients’ wants, needs, abilities and cultural traditions. We work closely with our partners to ensure our courses are relevant to our learners in helping them reach their educational and employment goals.

Sioux-Hudson Literacy Council Core Values:

The following values are given as both a guide and a list of beliefs for all that we do. They are called “core” because they are at the centre of what collectively defines us and moves us to act towards our literacy goals. The core values of Sioux-Hudson Literacy Council are:

• We believe all people should be respected and treated fairly, regardless of race, gender, beliefs, age, religion, ability, sexual orientation and economic means;
• We believe the community at large, the region and province need to recognize and value literacy, life-long learning, and educational accessibility;
• We are committed as an organization to creating an atmosphere which fosters self-esteem, encourages educational opportunities, explores flexible delivery and promotes life-long learning;
• We believe all adults, young people and families should have access to programs, services, and opportunities for upgrading their literacy, numeracy, Essential Skills and basic computer skills relevant to the needs of workers, employers and society;
• We believe that in working cooperatively, collaboratively, and in partnership with similar community agencies, ministries, businesses, and education organizations we build a more literate society;
• We are committed to our greatest resource, our staff and believe every individual employee of SHLC has the ability and opportunity to make a positive contribution to the growth and development of the organization;
• We believe in continually seeking opportunities to improve literacy access for adults, young people and families both in the local community and the province at large;
• These core values are reflected in all that we say and do.

Accessibility Standards

Sioux-Hudson Literacy Council strives to provide exceptional service to all customers including people with disabilities. To do so it will facilitate the implementation of the Accessibility for Ontarians with Disabilities Act (2005) AODA), and Ontario Regulation 429/07 (Accessibility Standards for Customer Service)

Our Commitment

Sioux-Hudson Literacy Council is committed to providing people with disabilities equal access to, and benefit from, our goods and services. To ensure the outcome, all operational policies and procedures are developed under the guidelines of dignity, independence, integration and equality of opportunity, in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Providing Goods and Service to People with Disabilities

To meet our commitment Sioux-Hudson Literacy Council (LBS-GLA) accepts responsibility in the following areas:

Communication

Sioux-Hudson Literacy Council will ensure that staff communicate with people with disabilities in a way that will take into account their disability. In order to achieve this goal all staff will be trained on how to effectively interact and communicate with people with various types of disabilities. In addition, Sioux-Hudson Literacy Council will provide alternate methods of communication upon request.

Use of Assistive Devices

Sioux-Hudson Literacy Council recognizes that some individuals with disabilities use assistive devices in order to access services. Sioux-Hudson Literacy Council will permit these individuals to use their assistive devices to obtain, use or benefit from its services.

Service Animals

Sioux-Hudson Literacy Council recognizes that some individuals with disabilities may require the use of guide dogs or other service animals in order to access services. Sioux-Hudson Literacy Council relies on the point of access for the individual to accommodate according to their organizational policies and procedures.

Support Persons

Sioux-Hudson Literacy Council recognizes that some individuals with disabilities rely on support persons for assistance while accessing services. Sioux-Hudson Literacy Council relies on the point of access for the individual to accommodate according to their organizational policies and procedures.

Disruptions to Service

In the event of a planned or unexpected disruption to Sioux-Hudson Literacy Council services that are usually used by persons with disabilities, Sioux-Hudson Literacy Council will provide notice of the disruption to the public, including the reason for the disruption, its anticipated duration, and a description of alternate services that may be available. Notice of such disruption will normally be posted on Sioux-Hudson Literacy Council physical buildings and/or website.

Staff Training

Sioux-Hudson Literacy Council will provide training to its staff about the provision of services to persons with disabilities. The training will include a review of this policy, the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, as well as the requirements of the Accessibility Standards for Customer Service.

The training will also include:

1. how to interact and communicate with persons with various types of disabilities, including those who use assistive devices, service animals or support persons;
2. how to use equipment or devices that may be available that may help with the provision of services to persons with disabilities; and,
3. what to do if a person with a disability is having difficulty accessing Sioux-Hudson Literacy Council (LBS-GLA) services.

Staff will be in ongoing training and when changes are made to these policies, practices and procedures. New staff will be trained upon commencement of employment.

Feedback process for Compliments or Concerns:

We are always looking for ways to improve our services and programs based on input from our partners and participants. You can give us feedback by mail, by email or by phone.

If you have a complaint or a concern, please:

1. Talk to the person you have the issue with
2. If you are not satisfied you can contact any SHLC staff

Linda Wright
Director of Distance Projects
1-866-550-0697
linda@siouxhudsonliteracy.com

Feedback Procedure 1101-11.2

1. At the time of admission into the agency, the learner shall be informed of his/her ability to express these comments, concerns or complaints and that they have the choice of expressing these concerns by:
   1. Approaching a tutor and/or staff member directly
   2. Talking to the staff member either in private or in the presence of other persons who may provide service to the learners
   3. Raising the issue at an appropriate group meeting
2. The learner will be provided with the opportunity for expressing concerns or complaints verbally or in writing.
3. If the learner has a grievance that they feel has not been satisfactorily dealt with they will be advised that they can request, either verbally or in writing, a meeting with the Program Coordinator who will follow up within 5 business days.
4. If the Program Coordinator does not satisfactorily resolve the situation, the learner will have the right to approach the Board of Directors by contacting the Chairperson of the Board.
5. The Chairperson will appoint a committee of three persons to look into the matter and make recommendations. The committee will consist of one staff member and two Board members. The committee will be empowered to recommend and reply within 15 business days:
   1. That the matter come before the full Board
   2. That the matter be referred back to the Program Coordinator for resolution
6. Agency staff will do everything possible to facilitate the grievance process.