More than 60 individuals and their families have taken advantage of the B.C. government's new cross-ministry Client Support Team since the team began accepting requests Oct. 20.
Of the 63 cases brought to the Client Support Team, reviews have been completed for one-third of those cases. In 13 cases, a change has been made to the level of services offered by government agencies, in order to better serve their needs. In eight cases, the level of services and supports was agreed to be appropriate. Nine cases have been referred beyond the regional support teams and another 33 cases are being reviewed at the regional level.
The Client Support Team was created in response to concerns raised by British Columbians about the services being offered to them by CLBC. This new team provides an avenue for individuals and their families who are concerned with the level of supports they are receiving to have them quickly reviewed by experienced case workers, who can ensure that the services are in place to meet each client's unique needs. From the time a client requests a review of their supports, the review process takes up to 15 business days to complete, depending upon the level a solution is reached at.
The Client Support Team brings together staff with experience in working with individuals and families from the Ministry of Social Development and the Ministry of Children and Family Development, and - when required - the ministries of Health and Education. Together with Community Living BC staff, they can review all of the services from across government that clients are receiving or being offered.
When an individual or family member contacts the Client Support Team, their request will go to a team in their region. If no solution can be reached at the regional level, the case will then be moved on to senior client support team representatives, who can then review the circumstances. In the rare case that a solution cannot be reached at this level, the process will then move to an executive client support team.
If individuals or families would like to have a representative of the Client Support Team contact them, they can email firstname.lastname@example.org or call toll-free 1 877 660-2522.
The Client Support Team is one of a number of significant changes at CLBC and by government to improve services provided to individuals with developmental disabilities, including:
- The appointment of a new Minister of Social Development, Stephanie Cadieux.
- The appointment of an interim CEO, Doug Woollard.
- The creation of a Deputy Minister Working Group examining how individuals with developmental disabilities and their families are supported by government ministries and how CLBC assesses and prioritized by CLBC.
- The assignment of a dedicated internal audit team to report on a number of areas related to CLBC service demand, performance management and cost analysis.
- The development of an interim report from the board of CLBC and interim CEO of their vision for the organization and how they expect to achieve this vision (delivered to Cadieux Nov. 2, 2011).
- The agreement to end the CLBC variable pay compensation system.
Ministry of Social Development