Client/Customer service charter

Belconnen Community Service was set up as a volunteer community service in 1970 and is a not-for-profit organisation providing a broad range of community services in Belconnen and across the ACT.

Our mission is to build community strength and through innovation and leadership deliver 

• Community access and participation
• Individual and community growth
• Advocacy and advice to government and other agencies

to make a stronger and more vibrant community.

Philosophy

The organisation operates under a community development philosophy.  This means in broad terms that BCS aims to provide the Belconnen community with access to information, resources and services that encourage individuals and groups to develop skills and make choices which allow them to build community support networks and control their own lives.

Vision/Goals

1. All people have the right to community services that are accessible, equitable and responsive to their needs.
2. To work with people so that they are more able to reach their full life potential by sharing information, skills and
   experiences that enable people to make informed choices about their lives.
3. To provide individuals and groups with opportunities to participate in their local community.
4. To provide for the Belconnen Region a broad range of effective and efficient human community services, information
   and resources that are responsive to the community's needs.
5. To be community based and community managed, with clear decision making processes that encourage worker
   and community input and positive outcomes.
6. To play an active role in redressing social inequities.
7. To influence government on behalf of the Belconnen community.
8. To manage change well.
9. To provide a supportive environment for our workers and to value them and their contributions.
10. To encourage workers to have a better understanding of and commitment to, the goals of the organisation.
11. To provide opportunities to further the professional development of all workers.

Code of Work Ethics

The BCS Code of Ethics defines appropriate and expected behaviours for workers employed by BCS.  

Statement of Commitment

To the best of their abilities workers will:

• Know and uphold the philosophy, mission statement and policies of Belconnen Community Service;
• Ensure the programs offered to clients are based on current knowledge;
• Respect the individuality of clients;
• Maintain a high standard of professional conduct;
• Respect the confidentiality of each client and their family;
• Provide advocacy for clients and their families, respecting their self worth and dignity, preserving their autonomy and promoting their capacity for free choice;
• Recognise how personal values, opinions and biases can affect professional judgment;
• Maintain the professional boundaries of the client /worker relationship;
• Offer a flexible service which is responsive to individuals, families and groups who may use BCS services;
• Respect colleagues and support them in maintaining this Code of Work Ethics;
• Be responsive to individuals, families and groups who may use the service;
• Be responsive to the needs of the community as they are known within the boundaries of the services provided;
• Ensure that services are accessible and equitable for those who may need them;
• Remain open to new ideas and suggestions from others and be willing to learn and implement as appropriate; and
• Uphold the ideals and principles of this Code of Work Ethics. 

Access and Equity Plan

Belconnen Community Service aims to ensure equal rights and opportunities for all members of the community to access, participate in and utilise information, programs and services provided by BCS, irrespective of age, gender, socio economic status, race, ethnicity and cultural background, mental or physical ability. 

Strategies used within the Organisation:

• provision of services which encourage those with particular needs to access and use mainstream services.
• selection of staff who are non-judgemental and sensitive to differing people's needs.
• development of staff knowledge and understanding of people from differing backgrounds, culture and experience.
• venues used are wheelchair etc accessible.
• establishment of Boards and committees with representation from stakeholders if possible.
• publicity of services available.
• some multi-language brochures.
• promotion within the organisation of the need for access and equity for people who may wish to use services.
• encouragement of use of Telephone Interpreter Services. 

Client Privacy

Belconnen Community Service is bound by the National Privacy Principles contained in Schedule 3 of the (Privacy Act 1988).

In the course of its service provisions Belconnen Community Service will keep records containing:

• Clients personal details i.e. names, addresses, date of birth, phone contact and country of origin
• Details of client contact i.e. referrals and emergency contacts
• Details of incidents/occurrences which may involve clients
• Details of financial and commercial transactions
• Records of observations and evaluations to assist in providing appropriate programs.

Records kept may include those on paper, computer, photograph or video.

Complaints Policy

BCS provides a wide range of services to people in the Belconnen region.  So that services can be as responsive as possible to the needs of users, we welcome comments and suggestions on services from the users of those services.

While we believe that our services are of a high quality, we acknowledge that sometimes users of those services may have a complaint about some aspect of them.

Client Rights

Each client has the right to make a complaint or voice a concern without worrying that access to services might be jeopardised and to involve an advocate of his/her choice.

BCS Responsibilities

1. To ensure that clients feel able to make a complaint without fear of retribution.
2. To advise the worker of the complaint and discuss it with him/her.
3. To investigate the complaint as promptly and as thoroughly as possible.
4. To maintain the confidentiality of both the client and the worker.
5. To ensure that the worker has the opportunity to be heard.
6. To maintain formal recording of complaints and action taken.

Services

In 2004 Belconnen Community Service provides long day care, occasional care, family day care, in home care and school age care in Belconnen. The programs aim to provide high quality, affordable care for children from a variety of backgrounds and abilities.

The Community Work Program is a diverse program, employing approximately thirty staff and up to eighty volunteers.  It offers a wide range of services to families and individuals, including migrants, the aged, people with a disability, people in need of short term counselling and support, and those experiencing housing issues, isolation or hardship in their lives.

U Turn Youth Services Belconnen operates out of the Youth Centre and our arts, recreation and mental health promotion programs are co-ordinated from the Belconnen Community Centre.

Belconnen Community Service provides a broad range of co-coordinated programs which support and encourage residents of Belconnen to be independent and interdependent contributing members of the Belconnen community.

What Customers Can Expect from Us

Customers can expect to receive:

• Personal assistance which is friendly, caring and non-judgemental
• Timely, accurate and responsive referral and support services
• Assistance and support that respects their privacy
• A quality service committed to continuous improvement.

Access to Belconnen Community Service

We can be contacted by telephone or fax on:

Phone: 6264 0200

Fax: 6253 2091

or on our electronic services on:

BCS email address: bcs@belcomserv.com.au

BCS website address: www.belcomserv.com.au

The BCS website has information on all our services including courses, job opportunities and enrolment forms for school holiday programs.

Address and opening hours:

26 Chandler St
Belconnen ACT 2617

Postal Address:
PO Box 679
Belconnen ACT 2616

BCS is open Monday–Friday 9.00 am – 5.00 pm (except public holidays)

We are located near the Belconnen Bus interchange and have wheelchair access.

The Customer Service Charter provides information and direction to our staff and customers about how we deliver our services and the type of service customers can expect from us.

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© Belconnen Community Service 2004
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