ISSUES RESOLUTION PROCESS
At MAXIMUS Canada our priority is to follow client-centered approach towards issue resolution efforts. The core methods for resolving the issues are embedded in recognizing the unique circumstances of our clients, and then providing sensitive and respectful services to enable them to provide their perspective of a given issue. The environment that we try to establish fosters high levels of trust between our employees and the clients.
A key strategic priority for our organization is a continuous improvement for providing high-quality services for our clients. This philosophy relies on feedback from clients about their experience, any issues they encountered, and also about their positive experience. This feedback is critically reviewed at several levels of our organization (case managers, middle management and also high-level management during program and policy reviews). Client’s feedback is also examined for systemic procedural issues that are identified and that can improve the experience of future clients. In the case that you are not able to complete the process, Maximus Canada staff is able to provide you support to complete the process.
WorkBC South Okanagan has a process to ensure that anyone who receives or requests services, and is dissatisfied with those services, has the opportunity to have their circumstances reviewed. The following describes the steps to take if you are not satisfied with any service provided by an employee of MAXIMUS Canada or its Partner Agencies.
Step 1 – Consult with your case manager
You should always speak with your case manager before submitting an application for review. If you are dissatisfied with the decision a worker has made; a senior case manager can review your application at your request. The issue may be resolved at this level. However, if it is not, then you should proceed with Step Two – The First Formal Level of Review.
Step 2 – The First Formal Level of Review – The Internal Review
If you do not agree with the decision of the case manager, you can submit an Application for Review form to the Employment Service Centre Manager who will contact you within 24 hours. The internal Review needs to be submitted within 60 business days of the initial review conducted by the case manager. Applications received after 60 business days shall not be accepted.
You need to submit all relevant information with your Application for Review for consideration during the Internal Review. The Internal Review will consist of the review of:
- Service standard guidelines
- WorkBC policy
- Examination of written documentation -applications for supports and services, supporting documentation.
Staff conducting the Internal Review will be employed by MAXIMUS Canada Employment Services Inc. but shall not have been involved in the decision you are appealing. The review will be conducted by another Employment Services Manager from a different catchment area and the Provincial Director or Operations Manager. The Internal Review may include direct contact with you via telephone.
An Internal Review shall be performed within 15 business days of receipt of your Application for Review form. A written response shall be mailed and email to you within 5 business days of a decision.
Step 3 – The Third-Party Review:
The Third- Party Review will be conducted by:
The decision will be reviewed by a neutral third party reviewer who has sufficient knowledge and expertise to provide a fair, objective and informed opinion.
*If a complaint and a decision review request is sent from Members of Parliament or Members of the Legislative Assembly, media and any other ministries the Ministry of Social Development and Poverty Reduction, will be conducting the process review*
*MSDSI may be notified of unresolved issues even if the client does not directly escalate with the ministry*
APPLICATION FOR REVIEW OF ISSUES