YWCA Lethbridge and District: Committed to serving the Southern Alberta community.

As an agency who serves the public, we recognize that concerns related to our programs and services may arise from time to time.

We welcome your feedback, concerns and complaints, and we will take time to respond to each one. If you feel that we have failed to perform as agreed upon, did not follow policy, volunteer or staff member has made an error or you were treated unfairly, in a discourteous manner by a YWCA representative we want to hear about it.

Feedback helps us to change practice, address deficiencies and improve our programs and services.


YWCA Clients

If you are a client of the YWCA, you will have received a program handbook that outlines the grievance process that you are to use. If you have lost your handbook, please call us at 403-329-0088 and ask for the manager of the program that you’re concerned about.


Members & Other Stakeholders

Voting & non-voting members, Health & Fitness members, donors, other stakeholders, and the general public should contact our Chief Executive Officer with their concerns:


Jennifer Lepko, CEO
inquiries@ywcalethbridge.org
Phone 403-329-0088  |  Fax 403-327-9112

604-8th Street South
Lethbridge, Alberta T1J 2K1


When we receive a complaint you can expect . . .

Your complaint or concern will be taken seriously. We will listen to you, treat you respectfully and with courtesy. We will contact you within 15 business days following receipt of your complaint with either our response or an update about the status of your complaint.

If your complaint is asking for personal information about one of our clients, we will not respond in order to ensure confidentiality for the clients whom we serve.

We record all complaints and forward them to our Board of Directors twice annually in order to maintain an ethical and transparent relationship with our leadership.


Complaints we cannot respond to . . .

Complaints with no direct connection to YWCA Lethbridge &/or our operations

Complaints/comments from persons who unreasonably target an issue to which we have already responded

Complaints that we deem abusive, prejudiced or offensive
 
Complaints that harass an employee, volunteer, member of our Board of Directors or a client

Complaints that are illegible or incoherent

Complaints received via a mass mailing or email to several organizations
 

We do not respond to anonymous complaints. However, we will investigate an anonymous complaint and, if we find that improvements are required in our practice, the information garnered from the investigation will be used.


YWCA Lethbridge Whistleblower Policy

Unlike a grievance process that acknowledges an infringement of someone’s rights through policy of the organization, “whistleblowers” are people who act in good faith to report serious offences such as a criminal offence, a breach of legal obligation, a miscarriage of justice, a danger to the health and safety of an individual or the deliberate covering up of information pertaining to any of the aforementioned actions.

The whistleblower policy is intended to encourage and enable directors, volunteers, and employees to raise concerns within the agency for investigation and appropriate action. With this goal in mind, no director, volunteer or employee, who in good faith reports a concern, shall be subjected to retaliation or, in the case of an employee, adverse employment circumstances. Moreover, an employee or volunteer who retaliates against someone who has reported a claim in good faith, is subject to discipline up to and including termination from the volunteer or employment position.

Concerns regarding management or supervisory staff are to be addressed directly to the CEO. Concerns regarding the CEO are to be directed to the President of the Board of Directors. Concerns with the Board of Directors are to be taken to the CEO, or, if the concern is deemed to be beyond the scope of the local YWCA Member Association (in this case the YWCA), then these concerns are to be lodged with the CEO of YWCA Canada.

The authority in receipt of the complaint will notify the sender and acknowledge receipt of the claim within five (5) business days, if possible. Please note:  it will not be possible to acknowledge anonymously-submitted claims. All reports will be promptly investigated by the person with whom the claim has been lodged. In addition, action taken must include a conclusion and/or follow up with the complainant for complete closure of the concern. The CEO and Board have the authority to retain legal counsel, accountants or any other resource necessary to conduct a full investigation of the allegations.

Anyone reporting a concern must act in good faith and have reasonable grounds for believing the information disclosed indicates inappropriate accounting or auditing practice or a violation of the Code of Ethics for the YWCA. The act of making allegations that prove to be unsubstantiated and that prove to be maliciously, recklessly, or with the foreknowledge that the allegation are false, will be viewed as a serious disciplinary offense and will result in disciplinary action up to and including dismissal from any employment or volunteer position. Please note that such actions may give rise to further proceedings including civil law suits. Reports of concerns and investigations pertaining thereto shall be kept confidential to the extent possible, consistent with the need to conduct an adequate investigation.


Contact

Kathy Waddell
Privacy Coordinator
403-329-0088
inquiries@ywcalethbridge.org