Client Code of Conduct

Clients will:

  1. Treat staff & volunteers with respect & honesty.
  2. Refrain from discriminatory comments or actions in regards to sexism, racism, ableism, classism, homophobia, biphobia, transphobia and any other behaviour that is derogatory to a marginalized person(s) in our community.
  3. Inform staff of needs and changes in circumstances and contact details in order to receive relevant services.
  4. Give advance notice of their need to access services in order to ensure the services can be provided in a timely manner.
  5. Understand that ICOS works with many individuals with many levels of needs, and staff may need to prioritize their time to deal with emergency or high need situations.
  6. Maintain confidentiality of other clients, patients and staff.
  7. Understand that ICOS and its staff has limitations in regards to the services they provide due to resources or legal constraints.
  8. Understand that conflict of interest might mean support cannot be provided by ICOS
  9. Realize that access to services may have limits and eligibility does not automatically ensure services.
  10. Understand that staff/volunteers will not usually be available on a drop in basis, an appointment may be necessary.
  11. Deal with problems and concerns in a mature manner according to ICOS’s Policies and Procedures.
  12. Understand that making comments, including on social media that harass, bully or defame a staff or volunteers, and could result in immediate dismissal from Clinic/program and services
  13. Refrain from making demeaning and personal comments about ICOS staff and volunteers

Refusal of Service:

Service users have a responsibility to be respectful and considerate of other service users, employees and volunteers of ICOS. The decision to refuse service is usually made by the employee/volunteer in consultation with the manager. Wherever possible, if a client/patient is refused service, that service user is provided with a referral to other services and / or other appropriate agencies.

Individuals may be refused service:

  1. Where a manager and an employee agree that a client has contravened the above responsibility.
  2. Where a client is or is perceived to be threatening, harmful, sexually inappropriate or sexually harassing to fellow group members/clients, staff or volunteers, is disruptive to the group’s ability to function, or breaches confidentiality.
  3. Where a client/patient behaves violently in any real or perceived manner.
  4. Where a client/patient is or is perceived to be threatening or obscene in interaction with employees, volunteers or other service users.