Staff List

John Sutton
Executive Director
519-324-0990 ext. 220  

Patricia Fram
Director of Housing & Basic Needs
519-733-8983 ext. 21  

Ashley Nelson
Service Coordinator -County
519-733-8983 ext. 23    

Kim Driedger
Service Coordinator- Leamington
519-324-0990 ext. 231      

Shekira Rose
Housing Response Worker
519-324-0990 ext. 223     

Ali Hedge
Housing Response Worker
519-733-8983 ext. 25    

Jacynthe Nolet
Youth in Transition Worker
519-733-8983 ext.30   

Wendy Hopkins
Peer Support Worker
519-733-8983 ext. 29      

Lee-Ann Neufeld
ACCESS Leamington After School Program Coordinator

Georgina White
ACCESS Harrow After School Program Coordinator

Tammy Park
Nutrition Program Manager
519-733-8983 ext. 26      

Ryan Couture
ACCESS Garden Coordinator
519-733-8983 ext. 34      

Marla Dault
ACCESS KEYS Early On Educator
519-733-8983 ext. 31      

Melissa Tremaine-Snip
ACCESS KEYS Early On Educator
519-733-8983 ext. 31      

Mailing Address

Kingsville Office

23 Mill St. W., Kingsville , Ontario N9Y 1W1

Leamington ACCESS Office

310 Sherk St. E., Leamington, Ontario N8H 3L1

ACCESS Harrow Youth Centre Site

18 Queen St. Harrow, Ontario N0R 1G0

ACCESS Leamington After School Program Site

120 Ellison Ave, Leamington, N8H 5C7

Complaint Procedures for Clients of ACCESS

This policy and procedure applies to complaints received by ACCESS County Community Support Services clients about our activities, programs, services, staff or volunteers.

Guiding Principles

  1. It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
  2. Review of complaints is fair, impartial and respectful to all parties.
  3. Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
  4. Complainants are provided clear and understandable reasons for decisions relating to complaints.
  5. Updates are provided to complainants during review processes.
  6. Complaints are used to assist in improving services, policies and procedures.

Types of Complaints

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by ACCESS as an organization, staff member or volunteer acting on behalf of ACCESS.
Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.

Complaint Receipt and Handling

A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email).  An employee or volunteer who receives the complaint should first determine the proper person to handle it.  It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person.  If the complaint is transferred, the recipient must contact the complainant to acknowledge transfer and resolution tactics.  If a timeframe for action can be determined, that should be included in the acknowledgement.  Basic contact information including name, phone number and email address should be immediately recorded.

Resolving the Complaint

Every effort should be made to resolve complaints in a timely fashion.  Complaints received in writing should be acknowledged within 2 business days and staff should attempt to resolve the matter within 10 business days.

Where a complaint cannot be easily resolved, it should be escalated to the Executive Director.  If the complaint is about the Executive Director, it will be handled by the Board of Directors.  Complainants should be kept informed of the status of their complaint.  Every attempt should be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of having been received.

Documenting the Complaint

It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediately (on the same day it is received).  Information about such complaints must be recorded on the complainants file.  Information recorded on the complainants file includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe and a description of the resolution.