- Treat staff & volunteers with respect & honesty.
- 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.
- Inform staff of needs and changes in circumstances and contact details in order to receive relevant services.
- Give advance notice of their need to access services in order to ensure the services can be provided in a timely manner.
- 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.
- Maintain confidentiality of other clients, patients and staff.
- Understand that ICOS and its staff has limitations in regards to the services they provide due to resources or legal constraints.
- Understand that conflict of interest might mean support cannot be provided by ICOS
- Realize that access to services may have limits and eligibility does not automatically ensure services.
- Understand that staff/volunteers will not usually be available on a drop in basis, an appointment may be necessary.
- Deal with problems and concerns in a mature manner according to ICOS’s Policies and Procedures.
- 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
- 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:
- Where a manager and an employee agree that a client has contravened the above responsibility.
- 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.
- Where a client/patient behaves violently in any real or perceived manner.
- Where a client/patient is or is perceived to be threatening or obscene in interaction with employees, volunteers or other service users.