FAQs Archive - Page 3 of 6 - Breakaway Community Services

Q: Is your building wheelchair accessible?

Yes, our main floor is wheelchair accessible. Note that we do have accessible washrooms, but we do not currently have a push button to open them. We are hoping to get one installed shortly. Our second floor is not wheelchair accessible. This is where most of the private counselling with the Family and Youth Initiative takes place. If this is a concern for you, please contact your counsellor and they will book a room downstairs for your appointment.

Q: What precautions are you taking to reduce the risk of transmission at Breakaway?

Precautions to reduce the risk of transmission at Breakaway include: Continuing to require masking, even as restrictions lift. Conducting symptoms screening for everyone who enters the building. Reducing the number of people in the space. Cleaning and disinfecting high touch surfaces. Conducting services virtually or over the phone where possible. Conducting activities such as eating outside. Asking staff to conduct rapid tests before coming into work. If you have questions or concerns about COVID transmissions, please talk to your counsellor or client support worker.

Q: Are group services still running?

Most of our group services are either suspended or running virtually. If you are unsure about whether or not a group that you are taking part in is still running, please contact the group coordinator.

Q: I recently tested positive for COVID-19, and accessed in-person services at Breakaway. What are my next steps?

If you recently tested positive for COVID-19 and accessed in person services at Breakaway, please contact your counsellor or client support worker and let them know. They will then reach out to management for contact tracing. Your name and other personal information will be kept confidential during this process. For guidance on what to do if you have COVID-19, please visit this page from Toronto Public Health: https://www.toronto.ca/home/covid-19/covid-19-what-you-should-do/covid-19-what-to-do-if-you-have-covid-19/

Q: How are virtual services being delivered right now?

Currently, you have the option to access services virtually or in person. Services are offered through video call or over the phone. You also have the option to meet with staff at our office, either inside or outside. If you are a client with one of our outreach services, staff will meet with you at a location of your choice. We encourage you to ask the person you are working with about different options for accessing services during COVID-19.

Q: Who can I talk to if I have a question or concern about my privacy?

Any questions or concerns relating to Breakaway’s privacy policy or the treatment of personal information should be directed to our Executive Director, Nicola Bangham, at nicolab@breakawaycs.ca , 416-537-9346 *230

Q: Who can I talk to if there is an issue between me and a staff member?

If an issue arises between you and a staff member, we request that you first discuss your concern with the staff member who is providing service to you. This request is made in a sincere effort to see if a solution can be resolved at this stage. If you aren’t satisfied with the outcome of this discussion you can contact the program manager to resolve your issue.

Q: How can I make complaints or suggestions?

anything about the services you are receiving from the agency, or if you believe something should be available to you and it is not, we would like to know about it. We request that you first discuss your concern with the staff member who is providing service to you. This request is made in a sincere effort to see if a solution to the problem can be resolved at this stage. If you are not satisfied with the outcome of the discussion with your worker, you are advised to contact the program’s manager. The manager will speak with you to attempt to resolve the complaint and may arrange a meeting with you within 5 working days if needed. The manager may also invite the staff member you work with to the meeting. If you are not satisfied with the outcomes of the meetings, the program manager with arrange a meeting with the Executive Director. This meeting will be arranged within 10 working days to allow time to explore the steps that have been taken to resolve the complaint.

Q: How can I terminate services?

When you are ready to terminate services, let your counsellor or client support worker know. They will then coordinate a review of service outcomes and achievements, based on your own preferences. This will include making a note of your preferences regarding follow up, in case you would like to reengage with services in the future.

Q: How do you guarantee privacy?

Breakaway Community Services is committed to meeting the highest standard of ethics with respect to the collection, use, security and disclosure of personal information or personal health information of clients, employees, consultants, volunteers, donors, website users and business associates. Breakaway is committed to meeting the privacy standards established by relevant legislation, including the Personal Health Information Protection Act (PHIPA). Breakaway recognizes that responsible and professional service delivery is based on trust, respect, sensitivity and a high code of ethical practice. Personal information, which is any information that can be used to identify or contact a specific individual, is kept in confidence. Breakaway has safeguards to ensure that personal information is not shared within the agency beyond what is necessary to achieve the purpose for which the information was obtained. We also ensure the safeguarding of personal information to prevent it from being lost or destroyed. As part of our commitment to privacy, we regularly review our privacy practices and update our policies.