Policies

The Prosserman Jewish Community Centre

Anti-racism/Anti-Harassment Policy
Complaints Procedure

STATEMENT OF PRINCIPLE:

The Prosserman Jewish Community Centre recognizes the dignity and worth of every person and it is our policy to provide for equal rights and opportunities without harassment of discrimination.  All complaints of harassment and discrimination will be investigated in a complete and timely manner.  Any person found responsible for acts of harassment and discrimination will be subject to progressive forms of disciplinary action (eg. warning, counseling, letters of apology, suspension of work or service temporarily) as fits the nature of the complaint.

These procedures govern complaints made by staff, volunteers, students members/clients with respect to all agency policies.

These procedures govern all complaints made as a result of activities occurring not only in the offices of the Prosserman Jewish Community Centre but also in any location where the work of the Prosserman Jewish Community Centre is being conducted.

DEFINITIONS:

Complainant:

Throughout this document, complainant will be understood to be any person filing an informal or formal complaint and will include paid staff, volunteers, students, and clients/members.

Member/Client:

Member/client is meant to include any person seeking or participating in service with the Prosserman Jewish Community Centre.

Employer:

Employer is meant to include both management staff and the Board of Directors.

Supervisor:

Supervisor is meant to include all management staff.  A volunteer or student may either directly approach a supervisor or request that his/her staff supervisor forward their complaint to management 

Staff Supervisor:

Any paid staff responsible for the supervision of staff, students and volunteers.

PROCEDURES:

All persons who feel that they have been the victim of harassment or discrimination on the grounds of race, religion, ancestry, place of origin, color, ethnic origin, citizenship, creed, age, record of offenses, marital status, family status, sex, sexual orientation, disability, or health status have the right to bring these concerns to the attention of  the following persons:

  • A Supervisor
  • The Executive Director
  • Any member of the Equity and Access Committee
  • In the case of clients/members, any Staff Member
  • In the case of students or volunteers, their Staff Supervisor or any other Supervisor
  • The Ontario Human Rights commission
  • Civil  or Criminal Litigation
  1. PRE-COMPLAINT

Complaints Responsibilities:

Where the person making the complaint is unsure of how to handle the situation or where circumstances make it difficult for them to make their concerns known, such as in the case of a power differential (i.e. a non-management staff has a complaint against his/her supervisor or someone else in authority) between the complainants and the object of the complaint, they may:

  • consult with any member of the Equity and Access committee and/or 
  • consult with a Supervisor or Executive Director for further information.

Clients, students and volunteers may consult with the above mentioned parties but will have the additional option of consulting with their staff supervisor or another staff member as seen fit.  A complainant has the right during any part of this or the following procedure to have a support person present with them (see 4. Complainants Rights)

Consultants Responsibilities:

It is the responsibility of any person being consulted with at the pre-complaint state to:

  • answer any  questions the individual may have about the policy.

Time Guideline:

It is the responsibility of the Supervisor, Equity and Access Member, Executive Director, Staff Supervisor, Staff Member, to respond to the questions of the complainant at the time of the request.

  1. INFORMAL COMPLAINT

Complainant’s Responsibility:

Complainants seeking to resolve incidents of harassment or discrimination should attempt to resolve the matter informally by:

  • Informing the alleged offender in person or in writing that the behavior is unwelcome and should be stopped; or
  • Reporting the incident(s) to a Supervisor, or if more appropriate, the Executive Director.

The complaint should include the name of the accused person or persons, details of the complaint, including dates, times, place, any witnesses and circumstances surrounding the complaint.  The failure to keep a journal of the events will not invalidate a complaint but will make the investigation of any complaint more difficult.

Supervisor’s Responsibility:

The Supervisor who receives the complaint will respond by :

  • documenting the incident and ensuring that the matter is investigated; and 
  • informing the person accused in the complaint and attempting to resolve the issue informally.

Time Guideline:

It is the responsibility of the Supervisor to investigate and attempt to resolve the matter within fifteen (15) working days of the complaint.

  1. FORMAL COMPLAINT

Complainant’s Responsibilities:

Where a complainant is not satisfied with the outcome of the informal process or where an informal complaint is inappropriate due to the seriousness of the charge the complainant may choose to:

  • file a formal written complaint and submit this to a Supervisor or the Executive Director.

Supervisor’s Responsibilities

Upon being made aware of the complaint, the Executive Director or supervisor is responsible for:

  • ensuring that the complaint is investigated.  They may investigate the matter personally or assign an investigator.  The latter may be management supervisor or an outside investigator deemed appropriate by the Executive Director.

Investigator’s Responsibilities

Upon notification of the complaint, the investigator will:

  • conduct a thorough and impartial investigation appropriate to the circumstances and shall collect evidence, question the parties concerned, review documentation, and interview witnesses; and
  • submit a Report to the Executive Director of the investigation documenting the findings within 15 days.

Executive Director’s Responsibilities

Upon receipt of the Report, the Executive Director will:

  • review the Report and all other relevant documentation and take appropriate action to resolve the matter; and 
  • ensure that the individuals involved are informed of the investigation findings in writing and of the actions taken to resolve the complaint as noted in Section 6-Disciplinary Action.

Time Guidelines

It is the responsibility of the supervisor to investigate the matter personally or assign an investigator within five (5) working days of the receipt of the complaint.  It is the responsibility of the investigator to submit a Report within fifteen days of the commencement of the investigation documenting the findings.  The Executive Director must inform all parties of the intended action within 10 working days of receiving the report.

Time Guideline

It is the responsibility of the Investigator to advise the parties involved of the decision and the reasons thereof, within fifteen (15) working days of conducting the review.

  1. ADDITIONAL COMPLAINT REVIEW

Complainant’s Responsibilities

If the complainant is not satisfied with the decision, they may:

  • File a complaint with the Ontario Human Rights Commission, or if circumstances warrant, petition through civil or criminal litigation.

4. COMPLAINANTS RIGHTS

Employee Representative

At any stage in the complaint process a complainant has the right to consult with and be represented by a member of the Equity and Access Committee, a staff member/clients of their choice or a lawyer where circumstances warrant.  In addition, any person making a complaint has the right to be accompanied by a third party of their choice for example a friend, family member/clients and or a colleague.  This person will be present as support only and should not be an active participant in the process.

No Penalties

Under no circumstances will any remedial action be taken against a complainant in a valid complaint.

In the event that an individual is shown to have initiated complaint proceedings in a frivolous or malicious manner, the Executive Director has the right to take disciplinary actions as defined under the Disciplinary Action clause of this Policy.

Use of this Policy

Every employee, student, volunteer or client of the Prosserman Jewish Community Centre has the right to exercise their rights under this Policy without reprisal or threat of reprisal for doing so.  Any such reprisal will be considered harassment and treated as such.

Any acts of reprisal should be reported to the Executive Director who is responsible for taking immediate and appropriate action.

No Reprisal

Threats of reprisal or retaliation against a complainant or a witness for taking part in an investigation of a complaint under this policy are a violation to this Policy and the Ontario Human Rights Code and may be subjected to disciplinary treatment.

Quick Resolution 

The investigation and resolution of the complaint should be completed as quickly as possible to ensure that the rights of parties are not jeopardized or prejudiced.

An individual making a formal complaint should normally do so within six months of the behavior or action being complained about.  Time lines in filing a complaint protects both the rights of the person making the complaint and that of the person being complained against.

It is widely recognized that it is particularly difficult to make complaints of harassment or discrimination of any kind.  Fear of retaliation or embarrassment may cause a person to wait until the harassment becomes unbearable.  In many cases, the idea of having to report the incident adds to the distress.  For these reasons, a complaint should not be dismissed simply because it has not been reported in a timely fashion.

Confidentiality

Confidentiality does not necessarily entail anonymity.  A complaint will not be considered formal until the complainant is willing to be identified in writing to the accused.

All statements and disclosures made, information furnished, documents and materials provided and presented will be kept confidential by those responsible for administering the Policy.

No investigator or anyone whose work assists the operation of the complaint process may reveal to any other person any of the information received or generated in the course of their respective duties, except as it is necessary for those duties.

Record of Complaints

A record of the complaint and the outcome of the investigation will be maintained in a separate and confidential file in the office of the Executive Director.

All confidential materials will remain in the possession of the Executive Director in a secure manner, and will not be made accessible to anyone other than those directly involved in the procedural dealing of the Policy.

  1. MANAGEMENT RESPONSIBILITIES

The Executive Director and Senior Staff are responsible for: 

  • Being familiar with the Ontario Human Rights Code and all Bathurst Jewish Community Centre policies and procedures and comply with same;
  • Communicating and reinforcing all policies to new and existing staff and ensuring that employees are aware of the complaint mechanism, including the role of management in the process; and
  • Taking immediate steps to prevent or stop incidents or actions that may lead to complaints of harassment and discrimination including investigation and appropriate disciplinary action.

Conduct

Supervisors must ensure that their conduct as well as that of their employees neither discriminates nor encroaches upon the rights of the employee.

Discipline

Any employee, volunteer, student or client who engages in practices prohibited by the Ontario Human Rights Code and any Prosserman Jewish Community Centre Policy and any supervisor who is aware of it and permits it to take place may be disciplined up to and including termination of employment or association with the Prosserman JCC. 

  1. DISCIPLINARY ACTION

Any person who commits an infraction will be subject to progressive forms of disciplinary action at the discretion of the Executive Director.  Appropriate disciplinary action may include: 

  • Verbal warning
  • Counseling or education program
  • Written reprimand indicating that reoccurrence could result in dismissal or termination of service; or
  • Suspension or termination of employment/placement, service or membership.
  1. EDUCATION

This document is designed to deal swiftly and effectively with complaints of harassment or discrimination within the Prosserman Jewish Community Centre of Toronto.

However, the path to a harassment free workplace must involve an ongoing educational campaign which has as its mandate to foster in all employees of the Prosserman Jewish Community Centre a sense of respect for the dignity and rights of everyone who works or is served by the agency.

Accordingly, educational efforts to this end should enlighten employees about matters of harassment and discrimination including definitions used in the Prosserman Jewish Community Centre, the frequency of complaints and the counseling, support and complaint options that all persons have under the guidelines under these policies.

Copies of all Agency Policies and Procedures will be distributed to all employees, and will be a part of the orientation of all new employees and clients of the Prosserman Jewish Community Centre.

  1. EVALUATION

The complaints Procedure documents will undergo an annual review by the Equity and Access committee. 

The review will examine the effectiveness of the Procedures in resolving complaints in a fair and timely fashion.  The review will be based on all informal complaints lodged during the previous year.  A report will be submitted to the Board of Directors and staff recommending changes if any as well as suggesting future plans and priorities in this area.

Complaints Policy

The Prosserman Jewish Community Centre recognizes the dignity and worth of every person and it is our policy to provide for equal rights and opportunities without harassment or discrimination.  All complaints of harassment and discrimination will be investigated in a complete and timely manner.  Any person found responsible for acts of harassment and discrimination will be subject to progressive forms of disciplinary action (eg. warning, counseling, letters of apology, suspension of work or service temporarily) as fits the nature of the complaint.

A complete copy of the policy is available.  Please inquire at the fitness desk or by dialing 416-638-1881 ext. 4000

Cancellation Policy

Program Registration, Cancellation, and Credit Transfer Policy

Registration for Prosserman JCC programs closes one week before the start date of a course. We recommend registering as early as possible, as many programs have limited space, and other programs depend upon a certain enrollment number to ensure they will run. Your place in a program can only be guaranteed when accompanied by payment. In order to receive the member discount on programs, the Prosserman JCC requires that participants be active members at the time of registration and throughout the duration of the registered program(s). Please be advised that the Prosserman JCC operates on a JCC Credit only policy and does not issue any refunds unless otherwise advised and approved by a program director. JCC Credit applied to your JCC account can be redeemed for any program at the JCC (not including Centre Camp and Prosserman JCC daycare and preschool), can be used by any family member on your account, and carries no expiration date. Unless otherwise specified by a program director or within any other documentation, the following cancellation policy and JCC Credit timetable applies to all Prosserman JCC programs:*

For Programs that Meet Fewer Than 3 Times

Due to the costs and booking commitments associated with short-term programs, we regret that we cannot offer any JCC Credit for programs, classes, or events that meet fewer than three times per programming season. Additionally, The Prosserman JCC cannot be responsible for providing make-ups or issuing any credit for programs missed as a result of personal scheduling conflicts, illness, emergencies, or other circumstances beyond our control. If you are unable to attend a program in this category, we encourage you to consider your registration fee a form of support for the Prosserman JCC, helping to sustain wonderful programs.

For Programs that Meet 3+ Times

You may receive JCC Credit for withdrawal from a program when your cancellation request conforms to the timetable outlined below. Please note there is a $15 processing fee for all transfers and cancellations.

- Full JCC Credit will be granted for withdrawal from a Prosserman JCC program when a written request is received at least one week before the date of the first class.

- 50% JCC Credit will be granted for withdrawal from a JCC program when a written request is received before the second class.

- After the second class, JCC Credit cannot be granted. (However, you may transfer from one class to another of equal or lesser value if there is space available and with the program director's approval.)

- All cancellation requests must be submitted in writing to: The Prosserman JCC, Sherman Campus, 4588 Bathurst Street, Toronto, Ontario, M2R 1W6, Attn: Registration; or by e-mail to info@prossermanjcc.com; or by fax to 416.636.5813. Please allow three to four weeks for processing of your cancellation request.

*All JCC programs and events are subject to change or cancellation. However, in the event that the JCC must cancel its own program, refunds will be issued. The policy articulated here applies to Prosserman JCC programs only, and does not apply to Centre Camp, Prosserman JCC daycare and preschool or Prosserman JCC Fitness and Health.

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