SERVICES

How to access our Service:

Services are for all Individuals of all ages with diverse abilities, you can access our services by:

• A referral from Community Living BC, 
• A referral from Ministry of Children and Families 
• A referral from other various funding sources 
• Private service/Micro-board, contact us about Fee for Service.

Services are based on the belief that people with diverse abilities are entitled to the same rights and opportunities as all persons within the community. Opportunities at times are adapted to accommodate the differing abilities of each person. With support people with diverse abilities can be given the opportunity to achieve quality of life, have rich relationships with friends and family, employment opportunities and financial security. Access the community for recreational activities, volunteerism, and personal interests and are given the ability to make informed choices in how they live their lives. At PLS Inc. we value the persons we support and are committed to offering the highest level of quality service with strong ethics and integrity.

Community Based and Home Based Inclusion.

•  Being part of the community is vital for a sense of belonging and overall well-being.
• CLBC’s community inclusion support helps individuals participate meaningfully in community life.
•  Community Inclusion support can help people be more involved in community, grow and develop skills which can help enhance their quality of life.
• Services provided by staff to support adults with developmental disabilities residing at home with family, home share or independently in the community. 
• Staff work with individuals to develop goals and plans that identify opportunities to enhance social connections and expand personal support networks.
• Individuals are encouraged and supported to pursue personal interest and explore new activities.

Community based/inclusion can include but not limited to: 

• Social Integration: providing opportunities for individuals to join clubs or classes, recreational programs, participating in community events and gatherings.
• Transition planning; finding housing, securing employment, accessing healthcare services, establishing social connections in the community.
• Support may include but is not limited to; participation in community recreational programs. Utilizing community resources, programs, or services. Volunteer activities.

Skill Development

• Skill Development programs aim to enhance an individual’s abilities, whether related to employment, daily living, or personal growth.
• These programs may include training, workshops, and practical experiences to build essential skills.
• Skill Development supports focus on identifying, developing, and enhancing the skills and abilities of individuals to help them achieve their personal goals, improve their quality of life, and increase their independence and self-sufficiency.
• The goal of skill-development supports is to empower individuals to maximize their potential, participate fully in their communities.

Skill development can include but not limited to:

• Academic skills; assistance with reading, writing, mathematics, completing taxes.
• Developing job-related skills; resume writing, interview skills, job readiness. 
• Social skills; conflict resolution, assertiveness, empathy, self-expression. 
• Communication skills; aimed at improving communication abilities.
• Daily living skills; cooking, cleaning, personal hygiene, money management, time management and transportation skills.
• Health and wellness skills; promoting physical health, emotional well-being, self-care practices, stress management techniques.
• Community integration skills; community safety, public transportation usage, accessing community resources and building social networks.

Rights for Persons Receiving Support

All Persons receiving support are to have the same rights that we all have to enjoy each day of our lives. At PLS in our policy and procedures it is outlined that we as an agency must ensure all Persons understand their personal rights and we encourage everyone to advocate for themselves to the best of their ability. The team at PLS is dedicated to meet the highest levels of support and services and will follow all policies and procedures. We will share our policies and procedures with you at any time.

Rights of Persons Receiving Support 

• Respect for your individual human worth, dignity and privacy.
• Confidentiality of your information and protection of your privacy. (Except where compelling ethical, moral or legal reasons.)
• To be informed in a way that you can make educated decisions regarding the services available to you and your family.
• To give informed consent or refusal to services, release of information and use of additional services.
• To receive high quality services in appropriate settings, regardless of sex, race, ethnicity, culture, language, religion, marital status, disability, sexuality, or age.
• To speak for yourself or have others you trust speak for you.
• Freedom to voice concerns regarding their services with full assurance it won’t affect the quality or level of service provided.
• To be in charge of your own life; this includes choosing who you love and live with.
• Have service match your ongoing goals and needs.
• Be consulted about your needs and preferences. 
• See any information about yourself held by the service in your files, and to correct any wrong information.
• Freedom from abuse, financial and other exploitation, retaliation, humiliation, and neglect.
• Ø Neglect: not having your emotional or physical needs met.
• Ø Abuse: physical abuse is intentional bodily injury. Emotional abuse includes non-physical behaviours that are meant to control, isolate, or frighten you.
• Ø Retaliation: someone trying to get back at you in any way for reporting that your rights are being violated or complaining about how you are being treated.
• Ø Humiliation: being made to feel ashamed or degraded.
• Ø Financial or other exploitation: someone taking advantage of you by trying to take money or other valuables from you.

  Responsibilities

Persons receiving support have a responsibility to:

• Respect yourself and others.
• Respect all supports and networks involved in your service.
• Respect the rights of others including their rights to confidentiality and privacy, this includes other persons receiving support, staff, and volunteers.
• Inform staff of support needs to ensure that your needs and goals are being met.
• To ask someone you trust to speak for you if you can’t speak for yourself.
• To show up to appointments or call if you can’t make appointments.
• Take responsibility for the results of any decisions you make.
• Seek a fair resolution of any complaints.
• Be responsible with your finances before you decide what you want.
• Be responsible to budget; pay rent, bills, and eat regular meals.

Conflict Resolution

Personal Lifestyle Support Inc. strongly promotes an environment where if a conflict arises it is resolved with mutually satisfying outcomes. Every effort should be made to resolve issues as soon as they arise. Our policy/procedures are in place to ensure that if any time a conflict or disagreement may arise, we will work quickly and professionally for all members to feel they have been treated fairly. If at any time you feel you need to speak to a team member of PLS or the Executive Director, you can contact us directly and we will guide you through the process. We believe that open communication will assist us in providing the best support for you to reach your goals, access the community and be happy. 

PLS Inc. is in compliance with and meets all standards and requirements for CLBC Standards for unaccredited service providers. All Staff meet required employment qualifications.

· Focusing on a person-centered support service for all needs in the community and at home.

· Innovative problem solving with persons receiving support.

· Adaptive and flexible within Individual's schedule.

· Knowledgeable.

· Confidential.

· Professional.

· Respectful boundaries.

· Patient.

Personal Information And Records

Personal Lifestyle Support Inc. keeps all information regarding Persons Receiving Support stored in a secure and private location in our office, accessible only to Employees. The details we maintain on file include:

- Health and Safety information

- Address and Contact information

- Assessments & Reports

- Meeting minutes

- I.P.P.'s (Goals)

- Incident Reports

Persons Receiving Support Files

Personal Lifestyle Support Inc. will securely maintain and store all files for Persons Receiving Support. Persons Receiving Support have the right to access their files. To do so, please submit a written request to the Program Coordinator. You will be given an appointment to view the file within five business days of receiving the request. Individual files cannot be removed from the main office.

Confidentiality

Personal Lifestyle Support Inc. treats all information about persons receiving support as confidential and private. Personal information is used solely for providing services and assessing service quality. Written consent will be requested if any information about you needs to be shared. All Personal Lifestyle Support Inc. staff members sign a confidentiality agreement upon hiring. Personal Lifestyle Support Inc. adheres to FOIPPA (Freedom of Information and Protection of Privacy Act) and PIPA (Personal Information Protection Act) guidelines for information sharing.

Agency Safety And Emergency Preparedness

Personal Lifestyle Support Inc. views safety and emergency preparedness as crucial components of delivering high-quality service. Our practices adhere to Occupational Health and Safety Procedures. Personal Lifestyle Support Inc. staff are trained in Emergency Preparedness and Response.

Employees also must have valid certification in First Aid.

Among Personal Lifestyle Support Inc.'s many safety precautions, the agency has established detailed procedures for handling critical incidents and natural disasters. If you have any questions, concerns, or comments about safety and preparedness, please reach out to a Personal Lifestyle Support Inc.’s staff member.

What To Do If You Have a Concern Or Complaint

A complaint is an expression of dissatisfaction, or resentment, and a reason for raising concerns. As a person receiving support of Personal Lifestyle Support Inc., you have the right to file a formal complaint and have it reviewed in a fair, timely, and considerate manner. Personal Lifestyle Support Inc. ensures that any person receiving support, family member, a member of their personal network, or home share provider who lodges a complaint will not face any mistreatment, including changes in access to programs, supports, or services. You also have the right to have an advocate or support person of your choice assist you in making your complaint.

To submit a complaint:

1. Write your concern/complaint in your own words - Include your full name

2. Write what you would like us to do to fix the concern/complaint and tell us how you would like us to communicate with you (phone, email, mail, in person or other ways)

3. Submit your concern/complaint to your staff, the Programs Coordinator or the Quality Services Coordinator or under the contact page in our website.

The Program Coordinator will address your complaint within 10 working days, providing a written response outlining our proposed actions. Should you find the response unsatisfactory, you may request a review by the Executive Director within 30 days of receiving the Program Coordinator's reply. The Executive Director will respond within 15 working days with a written plan of action. If you still feel dissatisfied, you have the option to seek external support from your CLBC Facilitator or contact the Provincial Advocate for Service Quality for adults with diverse abilities.

Complaints Resolution

This policy ensures that Personal Lifestyle Support Inc. is committed to resolving conflicts and disputes in a fair, transparent, and accountable manner, aligning with the highest standards of complaint resolution practices.

Personal Lifestyle Support Inc. will foster a positive, open, and conflict-free service delivery and work environment focused on meeting the needs of individuals. Efforts will be made to prevent and resolve complaints and conflicts. The agency will provide accessible information on how to address complaints and resolve conflicts to employees, persons receiving support, their personal networks, and home share providers. Personal Lifestyle Support Inc. and its employees will ensure that anyone—employee, person receiving support, member of a person receiving support's personal network, or home share provider—who raises a complaint or formal grievance will not face retaliation, including changes in access to programs, supports, or services.

Procedures

All complaints must be submitted in writing by the complainant to the responsible Program Coordinator. Upon submission, complaints undergo informal resolution attempts facilitated by the Program Coordinator. If informal resolution succeeds, the outcome is documented along with the complaint and forwarded to the Executive Director for review under the agency's performance improvement processes. In cases where informal resolution fails, the grounds for the complaint are investigated according to the agency's Investigations policy.

If a complaint involves the Executive Director, it must be formally documented and shared with both the Executive Director and the Program Coordinator for resolution.

In the event of a disagreement during service delivery, Personal Lifestyle Support Inc. provides a dispute resolution process. This allows you to appeal any aspect of service with which you disagree, such as 

- acceptance into services

- types of services provided

- limitations on services or waitlists

- termination of services

We encourage you to first discuss your concern with the staff member involved. If unresolved, you may escalate to the Program Coordinator and then to the Executive Director. At any point in this process, you have the option to contact a CLBC staff member, or Paula Grant, the Provincial Service Quality Advocate. She can be reached toll-free at 1-800-663-7867.

Disputes can often be resolved through simple modifications. If you have a request for a modification that could resolve the dispute, you can submit a Request for Reasonable Accommodation. Personal Lifestyle Support Inc. is committed to providing flexible, person-centered supports, and requesting reasonable accommodations is an important way we uphold this commitment.

Diversity

Personal Lifestyle Support Inc. is dedicated to offering the highest quality support to individuals, embracing diversity in views, cultures, religions, sexualities, gender orientations, and belief systems. We ensure that all individuals are treated with dignity and respect, fostering an environment where everyone has an equal opportunity to express their cultural diversity.