Working Together for Resolution
NCFST prioritizes a healthy and holistic approach to collaborating with families, children, and other service providers in our efforts to support families and keep children and youth safe. Our hopes is that concerns can be addressed with your Workers and their Supervisors, to resolve issues as they arise. If you have not been able to resolve issues with your Workers and Supervisors, you may file a complaint with NCFST and it will be reviewed with the support of Knowledge Keepers, Elders and your identified First Nations. Furthermore you are welcome to include personal support during this process.
NCFST Internal Process
1) Child and Family Well-being Worker
Most issues and concerns are resolved at the Child and Family Well-being Worker level. If the complainant/community member does not wish to discuss concerns with the worker, or if the complainant/community member feels that the worker is not adequately addressing the issues, the complainant/community member is welcome to contact the Supervisor.
2) Supervisor, Child and Family Well-being
The Supervisor shall review the complaint and process with, or meet with the complainant/community member separately, or together with any other persons involved. If there is not resolution, the community member may then request further review of their complaint or concern by the Child and Family Well-being Manager.
3) Manager, Child and Family Well-being
The Manager/Director of Child and Family Well-being will meet in unison with the complainant/community member and involved staff to help facilitate an informal resolution of the difficulty, or may choose to meet independently with the complainant.
If the complaint is regarding the Supervisor, the complaint will go directly to the Child and Family Wellbeing Manager to be reviewed and investigated.
If resolution continues to be unsuccessful following concerted efforts to resolve the concern, the complainant/community member may then request to have an Original Talking Circle.
4) Original Talking Circle (OTC)
An OTC is a culturally-based talking circle that is led by a highly skilled facilitator, with the support of an Elder or Knowledge Keeper to address and develop strategies for family and community issues in a holistic, cultural capacity.
The process would include the Child and Family Well-being worker completing a referral to Holistic Services, with contact information for all parties involved including the identified First Nations, and an outline of the unresolved issues.
NCFST will respond in a timely manner to all service complaints with the exception of the issues listed below.
- Concerns about services you have sought or received from other agencies
- Issues that are before the court or have been decided by the court
- Issues that are subject to another decision-making process under the Child Youth and Family Services Act.
- Issues that have been reviewed and addressed with the First Nations, Metis Council, and Tungasuvvingat Inuit and Inuit Tapiriit Kanatami or through a First Nation Resolution Council or Talking Circle Process.
Alternative Options for Unresolved Complaints
At any time complaints may be brought forward to alternative agencies for further review and options for resolution.
Outlined below are alternative resources:
- Child and Family Services Review Board (CFSRB)
416-327-0111 or 1-888-777-3616
TTY: Call the Bell Relay Service at 1-800-855-0511
- Aboriginal Legal Services – Giiwedin Anang Circles
- The Ontario Ombudsman: