General expectations applicable to all victim services TPRs

The first section of this document, French Language Services, applies to all victim services TPRs. The Complaints Resolution and Coordination and Collaboration sections set out requirements that are applicable to most victim services TPRs and must be read in conjunction with the specific Program/Service that the Recipient is responsible for.

French language services

Recipients providing services in non-designated areas

In addition to any requirements under the French Language Services Act (FLSA), the Recipient is required to maintain a list of French Language Services (FLS) in their area and a referral process to ensure that requests for services in French are directed to appropriate FLS providers in the community.

Recipients providing services in designated areas

If the Recipient is responsible for services in one of the areas designated by the French Language Services Act, the Recipient will also provide an “active offer of services” in French, which includes informing French speaking individuals about the available services in French and displaying visible signs in both English and French in public areas.

Complaints resolution

The following Complaints Resolution requirements apply to all victim services TPRs except for the Victim Quick Response Program+ (VQRP+).

  • Below are the minimum requirements that Recipients are expected to meet. The Recipient shall have a written service complaint and resolution process and ensure that it:
    • Outlines the actions to be taken in response to a complaint
    • Includes timelines for acknowledgement of complaints and for responses to complaints
    • Outlines avenues of escalation to be taken if a victim/survivor is not satisfied with the resolution
    • Is communicated to all its clients, and provides assurances that making a complaint will not affect a victim’s/survivor’s access to services
  • Information about this process will be provided to the Province upon request
  • The Recipient will incorporate information and training on the service complaint and resolution process for all new employees and volunteers

Coordination and collaboration

The following coordination and collaboration requirements apply to all services delivered set out in these Service Objectives except for the VQRP+.

Below are the minimum requirements that Recipients are expected to meet.

Providing victims/survivors with service information & overview of victim rights

The Recipient will:

  • Maintain and use as appropriate an up-to-date inventory of relevant programs and services available in their community
  • Make information on victims’ rights as outlined in Ontario’s Victims’ Bill of Rights and the Canadian Victims Bill of Rights available to all victims/survivors

Referrals & system navigation

The Recipient will:

  • Offer referrals proactively, as well as at the request of victims/survivors where appropriate, to
    • Ensure victims/survivors have access to inclusive services and supports that meet their diverse, linguistic, cultural, and accessibility needs; and
    • Empower victims/survivors to access their choice of service provider
  • Provide assistance to victims/survivors in accessing other service providers and will facilitate the connection, where appropriate, and with victim/survivor consent
  • Coordinate with relevant Indigenous organizations and communities to facilitate access to culturally appropriate services for Indigenous victims/survivors

Partner engagement & collaborative networks

The Recipient will:

  • Participate in activities to build cooperative and mutually supportive relationships with other community groups and organizations
  • Build relationships with Indigenous service providers offering culturally appropriate services to Indigenous victims/survivors
  • Participate on committees, networks, or community tables that are relevant to the Program/Service where appropriate