Client Bill of Rights

Vision – Partners in providing a better quality of life for the people we serve.

Mission – Leadership in supportive housing, case management and systemic advocacy for people with serious mental illnesses.

Values – Inclusion, Quality, Equity, Respect, Compassion, Diversity, Integrity, Trust, Collaboration, Honesty as a client, you have the right…

• to be treated in a manner that is free from abuse, retaliation, neglect, humiliation, mental, physical or financial harm.
• to be treated in a manner that respects your privacy, dignity and supports your independence.
• to be treated in a manner that recognizes you as an individual. We will respond sensitively to your needs and preferences. We will respect your ability, cultural, ethnic and spiritual values.
• to be informed about the services provided to you, including the right to request access to your personal records.
• to participate with your Summit staff and any co-coordinating organizations to decide how to best provide your services.
• to raise concerns, recommend changes and appeal any decisions related to the services you receive without fear of unfair treatment or forced agreement.
• to help to accessing or referral to legal support, self-help services and advocacy support groups.
• to expect us to keep your information confidential. There are some exceptions.
  • If there is a significant imminent risk of body harm to yourself or to another person
  • If there is a suspicion that a child, under the age of 16, is abused (physical, sexual, emotional) or neglected
  • If there is a court order, search warrant, your file is subpoenaed, and/or to the police when there is an open missing persons investigation
• to give or refuse** consent to services
  • from Summit Housing & Outreach Program.
  • from other Coordinating Agencies
• to give or refuse** consent to the sharing of your personal information
  • with Summit Housing & Outreach Program
  • with other Coordinating Agencies

Client Responsibilities

• Email and texts are not a secure method of contact and no personal information should be shared via these means. Circulation of offensive pictures, materials documents, such as sexual, illegal activity, racism, misogyny, violence will not be tolerated. Emails and texts are to be used for scheduling or cancelling appointments only.
• Be respectful towards our staff. Staff will end the visit if you, family members or visitors are aggressive or exhibit the following;
• person or group of persons are under the influence alcohol or cannabis.
• there is a presence or use of illegal drugs; and/or
• there is a presence of firearms and weapons and/or
• inappropriate sexual touches, advances, or suggestions

This also include remarks, jokes, innuendoes that demands reticules or offends staff is done because of the ability, gender, race, ethnicity, or origins or religion.

• Do not smoke or vape during the visit, and we ask that you stop and/or vaping in your home at least one hour before our staff arrives.
• Ensure you are wearing clothing that adequately covers your private areas.
• Perfumes/cologne and scented candles should not be used during the visit
• Ensure that your walkway and driveway are clear of ice and snow during the winter months. If these are too slippery or blocked by deep snow, our staff may not be able to proceed with a visit.
• Secure all pets during your visits
• if you use needles or blood sugar testing lancets as part of your care, please make sure that you always throw them away in a puncture-resistant container.

If you unable to follow the responsibilities above, staff will address the behavior and if it continues, will end the visit. The behaviour will be addressed at the next meeting and/ or a case conference with be schedule to discuss behaviour and next steps.