Nokee Kwe Customer Service Charter

Our Commitment To You And Our Service Standards Are Based On The Indigenous Holistic Teachings Of The 7 Grandfathers. You Can Expect:

  • Wisdom

    We recognize that you bring with you unique life and work experiences and this will serve as a guide to your career decision making. With a long-standing history of working with a variety of employers, we strive to create mutually beneficial employment relationships. Our staff is knowledgeable, experienced and professional.

  • Respect

    We promote respect and dignity for all individuals; staff, clients and the community. We have a long honoured tradition of valuing diversity. While accessing services here, certain personal information is required to deliver service in accordance with Employment Ontario Standards. You will be made aware of what information is required. This and other personal information will be collected, stored, used and disclosed in accordance with relevant privacy legislation.

  • Humility

    We strive for continuous improvement across the organization through staff training, staff development and program development. We welcome participant and community feedback to ensure we are meeting community and employer needs.

  • Kindness

    Career Directions encourages the exploration and discovery of options and self-determination for all clients. We strive to empower individuals, groups and the community. A staff member will always be available to answer your questions if you are coming in to access our information and resource centre. We strive to meet with you within 5 business days; however this could be dependant on demand for our service.

  • Honesty

    We guide ourselves by the code of professional ethics in the National Standards and Guidelines for Career Development Practitioners.

  • Bravery

    We recognize that changes in employment, or career plans, are stressful. We acknowledge your bravery in taking this first step to make a positive change in your life, and we will support you as you move forward with your future career plans.

  • Truth

    We encourage ongoing self-assessment to increase your self-awareness and career/life success.

To Help us Help You, We Ask That You:

  • Tell us if you have any special needs

  • Provide us with all requested information and details of changes in your circumstance in a timely manner

  • Please tell us if you do not understand something

  • Treat us, others and the Nokee Kwe environment with courtesy and respect

  • Participate fully in the services offered by Nokee Kwe in a good spirited and cooperative manner

  • Employment Services at Nokee Kwe is an adult employment & training program, we ask that you attend your appointments without distraction. However, should you need to bring a child into our offices, please ensure that those in your care are properly supervised and respectful of others

Our Feedback Process for Compliments or Complaints:

  • We value your feedback, so please let us know how we may improve our services, or how we can help to resolve a specific service problem

  • When you provide feedback, your privacy and confidentiality will be respected and protected. You can provide feedback in writing without giving your name

  • On certain occasions, we may request your feedback or comments to use in our marketing material, you will have the final say as to how much of your feedback, comments or information is made public

Grievance Process

We strive to have a respectful, safe and positive environment while you are here making your career and employment decisions. It is our hope that if the grievance is with another client, you would first try to resolve it with that person. However, should a problem arise during the delivery of service, and it cannot be resolved in a mutually satisfactory manner, you may seek make things right by following these procedures:

  • Record in writing the problem, the efforts made to resolve it, and the results obtained

  • If the grievance involves staff, you should attempt to resolve the issue with the conflicting parties immediate manager

  • If you are not satisfied with the manager’s solution, or if the problem originated between you and a manager, the grievance can be directed to the Executive Director, or Board of Directors in lieu of an Executive Director, for resolution

  • The Executive Director, or Board of Directors, after receiving your updated written account of your efforts, will resolve the problem within five working days

  • Under all but the most unusual circumstances, this response will be the final decision