Sioux-Hudson Literacy Council
Customer Service Charter Policy
Good Learning Anywhere (SHLC-GLA)
Who we are:
Sioux-Hudson Literacy Council (LBS-GLA) is a not-for-profit organization which is funded to provide free educational services to adults in our area. We are community-based, using an educational approach which is goal-path directed, client-centred and holistic in nature. We use flexible learning programs which incorporate our clients’ wants, needs, abilities and cultural traditions. Empowerment of clients is the cornerstone of our program planning and development.
Sioux-Hudson Literacy Council’s mission is to promote and provide access to the highest quality literacy programs, services and opportunities for a diverse multi-cultural and multi-aged community primarily in Sioux Lookout, but Ontario at large as well.
Sioux-Hudson Literacy Council (LBS-GLA)’s mission is to provide a Culturally supportive, flexible environment for First Nations, Aboriginal, Métis and Inuit individuals, communities and organizations striving to improve their skills in order to improve the quality of life at home, at work and in the community.
Sioux Lookout Hudson Literacy Council seeks to see adults, young people and families in Sioux Lookout and Ontario at large with literacy goals living full lives at home, at work and in their communities because they value life-long learning and have full and equitable access to programs and opportunities.
We use flexible learning programs which incorporate our clients’ wants, needs, abilities and cultural traditions. We work closely with our partners to ensure our courses are relevant to our learners in helping them reach their educational and employment goals.
“Empowerment of clients is the cornerstone of our program planning and development”
Sioux-Hudson Literacy Council Core Values:
The following values are given as both a guide and a list of beliefs for all that we do. They are called “core” because they are at the centre of what collectively defines us and moves us to action towards our literacy goals.
The core values of Sioux Hudson Literacy Council are:
- • We believe all people should be respected and treated fairly, regardless of race, gender, beliefs, age, religion, ability, sexual orientation and economic means;
- • We believe the community at large, the region and province need to recognize and value literacy, life-long learning, and educational accessibility;
- • We are committed as an organization to creating an atmosphere which fosters self-esteem, encourages educational opportunities, explores flexible delivery and promotes life-long learning;
- • We believe all adults, young people and families should have access to programs, services, and opportunities for upgrading their literacy, numeracy, Essential Skills and basic computer skills relevant to the needs of workers, employers and society;
- • We believe that in working cooperatively, collaboratively, and in partnership with similar community agencies, ministries, businesses, and education organizations we build a more literate society;
- • We are committed to our greatest resource, our staff and believe every individual employee of SHLC has the ability and opportunity to make a positive contribution to the growth and development of the organization;
- • We believe in continually seeking opportunities to improve literacy access for adults, young people and families both in the local community and the province at large;
- • These core values are reflected in all that we say and do.
Feedback process for Compliments or Concerns:
We are always looking for ways to improve our services and programs based on input from our partners and participants.
You can give us feedback by mail, by email or by phone.
If you have a complaint or a concern, please:
- Talk to the person you have the issue with
- If you are not satisfied you can contact any SHLC staff
Jonathan Baum Linda Wright
Executive Director Director of Distance Projects
Sioux-Hudson Literacy Council
Feedback Procedure 1101-11.2
- At the time of admission into the agency, the learner shall be informed of his/her ability to express these comments, concerns or complaints and that they have the choice of expressing these concerns by:
- Approaching a tutor and / or staff member directly
- Talking to the staff member either in private or in the presence of other persons who may provide service to the learners
- Raising the issue at an appropriate group meeting
- The learner will be provided with the opportunity for expressing concerns or complaints verbally or in writing.
- If the learner has a grievance that they feel has not been satisfactorily dealt with they will be advised that they can request, either verbally or in writing, a meeting with the Program Co-ordinator who will follow up within 5 business days.
- If the Program Co-ordinator does not satisfactorily resolve the situation, the learner will have the right to approach the Board of Directors by contacting the Chairperson of the Board.
- The Chairperson will appoint a committee of three persons to look into the matter and make recommendations. The committee will consist of one staff member and two Board members. The committee will be empowered to recommend and reply within 15 business days:
- That the matter come before the full Board
- That the matter be referred back to the Program Co-ordinator for resolution
- Agency staff will do everything possible to facilitate the grievance process.