CONSUMER

The individual, family, group, or community that seeks or receives services.		  
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  SERVICE

One or more organisation-operated programmes or activities that have a common general objective and deploy the organisation’s material and human resources in a planned and systematic manner. An organisation that publicly promotes or identifies itself in writing as offering a service, is licenced to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  POLICY

A written statement of principles, values, or intent that provides a basis for consistent decision making and guides the actions of staff, management, and board of trustees. A policy is intentionally broad in its language and application. The following is an example of an anti-discrimination policy:

"[Organisation Name] shall not discriminate on the basis of race, color, religion (creed), gender, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers, selection of vendors, and provision of services."

In contrast, a procedure is a detailed, step-by-step description of a process. It tells the reader how to do something. Generally, policies are implemented through procedures. For example, the above anti-discrimination policy would require a detailed grievance procedure in order to operationalise it within an organisation.

The governing body has the fiduciary responsibility for setting organisational policy. Therefore, policies must be approved and periodically reviewed by the organisation's governing body. However, the governing body typically delegates (via policy) the responsibility for policy development to management. In owner-operated for-profit companies, the owner can act as the company's governing body, depending on the company's corporate structure.

In a public agency the responsibility for setting and reviewing policies may belong to the agency's management team, elected officials, another governmental agency, or as is often the case, a combination of the above.

  
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  PERSONNEL

The body of employees and/or volunteers that carries out the organisation’s tasks under the organisation’s administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards. 		 
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  TRAINING

Instruction so as to make fit, qualified, or proficient in a skill or body of knowledge.		  
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  SUPERVISION

Assumption of responsibility for directly overseeing and evaluating the work or work products of personnel within an organisation. Also includes inspecting the act or process of accomplishing a function or activity.		  
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  ADVISORY GROUP

A group of individuals selected by an organisation's governing body or management who possess unique skills and/or knowledge and whose role is to make recommendations, provide information, and/or share input from stakeholders. Advisory groups do not have formal governance authority or responsibilities. Advisory groups can be ongoing or ad hoc.		  
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  CONSULTANT

A person who provides specialised or technical advice or services to an organisation for specific purposes on a contractual or fee basis, or who provides such services as a volunteer with an agreement to provide services on a pro
bono basis.		  
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COA
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Human Resources
  
Private Org  

CA-HR 1: Work Environment*

 
The organisation provides an equitable work environment that is supportive of organisational productivity, diversity, and stability.

CA-HR 1.01

 
The organisation does not unlawfully discriminate against any person or category of persons.
related CA-RPM 1,  CA-RPM 2.01

CA-HR 1.02

 
Policy prohibits personnel from engaging in any form of harassment, as defined by applicable federal, provincial, or local law.
related CA-RPM 1,  CA-RPM 2.01

Interpretation: Implementation of the standard requires appropriate training for staff on the organisation’s harassment policy. The policy should allow personnel to bypass any person in the reporting process who is also the alleged harasser.

Types of harassment that are, or may be, prohibited by law include harassment on the basis of age, gender, sexual orientation, colour, race, creed, national origin, ancestry, religious persuasion, marital status, political belief, physical or mental disability, pregnancy, or retaliation.

CA-HR 1.03

 

Organisational policy:

  1. prohibits preferential treatment; and
  2. addresses nepotism with regard to hiring, supervision, and promotion.
related CA-ETH 2
Interpretation: This standard permits the hiring of relatives, provided that relatives are qualified and do not work within the same hierarchy of supervision. For example, implementation of this standard may be demonstrated through a supervisory structure where a third party, such as an advisory group member or consultant assumes responsibility for the day-to-day supervision of a staff member's work.
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PURPOSE: A stable, qualified workforce contributes effectively and efficiently to consumer satisfaction and positive service delivery results.
 
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