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Compliance Manual
In 2017, OARTY, in partnership with the Ministry of Children and Youth Services, developed the Capacity Building for Residential Service Providers to Respond Effectively to Investigations Conducted by the Provincial Advocate for Children and Youth Manual. The result of the project of the same name, the manual was meant to prepare residential service providers for investigations conducted by the Investigation Unit of the Provincial Advocate for Children and Youth (PACY). Training was provided for residential service providers in Markham on November 16, 2017 and in Ottawa on December 8, 2017 to ensure as many providers as possible were able to attend. You can access the presentation from these trainings, along with the compliance manual itself below (both in English and en Françias).
- Training Presentation - 2017 ENG (pdf)
- Compliance Manual - Capacity Building for Residential Service Providers to Respond Effectively to Investigations Conducted by the Provincial Advocate for Children and Youth Manual - 2018 - ENG (pdf) or FR (pdf)
In the manual you will find explanations and guidance regarding all stages of a PACY investigation, including how to communicate effectively with PACY, and internally with your staff and clients. Sample policies, templates and forms are included to further assist with internal complaints processes and with the PACY investigations process. The policies, forms and templates are provided below in pdf and in Word format to allow residential service providers to customize for use within their own agencies.
Please note that following the release of the manual, PACY rebranded to OCA (Ontario Child Advocate) and the OCA was subsequently decomissioned in 2018. Many of the forms included in the manual are still of practical use but all references to PACY should be removed if using the forms as a template.
Sample policies, templates and forms
The policies, forms and templates developed for the manual have been provided separately here in pdf and in Word format (the latter to allow for customization).
- Form 1-A - Complaint Policy Purpose & Scope (pdf version or customizable in Word)
- Form 1-B - Informing Clients of Internal and External Complaints (pdf version or customizable in Word)
- Form 1-C - Informing Parents and Others of Internal Complaint Procedure (pdf version or customizable in Word)
- Form 1-D - Acknowledgement of Internal Complaint Procedure (pdf version or customizable in Word)
- Form 1-E - Reviewing a Complaint (pdf version or customizable in Word)
- Form 1-F - Documenting a Complaint (pdf version or customizable in Word)
- Form 2 - Complaint Handling Procedure Brochure (pdf version or customizable in Word)
- Form 3 - "How Do I Tell Someone": Brochure for Children (pdf version or customizable in Word)
- Form 4 - "I Have a Concern": Complaint Form for Children (pdf version or customizable in Word)
- Form 5 - Complaint Form (Youth/Professional/Staff/Parent) (pdf version or customizable in Word)
- Form 6 - Acknowledgement of Review of Compliant Process (Parent/Representative) (pdf version or customizable in Word)
- Form 7 - Acknowledgement of Review of Complaint Process (Child) (pdf version or customizable in Word)
- Form 8 - Complaint Tracking Form (pdf version - prints on legal size paper or customizable in Word - print on legal size paper)
- Form 9 - Annual Review and Plan for Analysis of Complaints (pdf version or customizable in Word)
- Form 10-A - Investigation Policy Purpose & Scope (pdf version or customizable in Word)
- Form 10-B - Investigation Timelines (pdf version or customizable in Word)
- Form 10-C - Investigation Planning (pdf version or customizable in Word)
- Form 10-D - Witness Interviews (pdf version or customizable in Word)
- Form 10-E - Gathering and Preserving Documentary Evidence (pdf version or customizable in Word)
- Form 10-F - Reporting Findings (pdf version or customizable in Word)
- Form 10-G - Corrective Action (pdf version or customizable in Word)
- Form 10-H - Confidentiality (pdf version or customizable in Word)
- Form 10-I - Deferring or Withdrawing a Complaint (pdf version or customizable in Word)
- Form10-J - Retention of Investigation File (pdf version or customizable in Word)
- Form 11 - Investigation Plan (pdf version or customizable in Word)
- Form 12 - Introductory Letter to Complainant (pdf version or customizable in Word)
- Form 13 - Introductory Letter to Respondent (pdf version or customizable in Word)
- Form 14 - Introductory Letter to Witness (pdf version or customizable in Word)
- Form 15 - Witness Statement (pdf version or customizable in Word)
- Form 16 - Complaint Outcome Form (pdf version or customizable in Word)
- Form 17 - Confidential Investigative Report (pdf version or customizable in Word)
- Form 18 - Investigation Outcome Letter to Complainant (pdf version or customizable in Word)
- Form 19 - Investigation Outcome Letter to Respondent (pdf version or customizable in Word)
PACY forms
The following sample forms created by PACY and included in the manual are provided separately here for your reference in pdf format.
- PACY Form 1 - Request for Investigation: Children's Residence (pdf)
- PACY Form 2 - Sample Notice of Investigation (pdf)
- PACY Form 3 - Sample Document Request (pdf)
- PACY Form 4 - Sample Summons (pdf)
- PACY Form 5 - Certificate fo Production of Documents (pdf)
- PACY Form 6 - Confidentiality Undertaking (pdf)
- PACY Form 7 - "What to Expect from an Investigation" Brochure (pdf)
Formulaires et Modèles - En Françias
- Formulaire 1–A – Champ d'application et objectifs de la politique de plainte (.doc ou .pdf)
- Formulaire 1 – B – Informer les clients de la procédure de plainte interne et externe (.doc ou .pdf)
- Formulaire 1 – C – Informer les parents et autres personnes concernées de la procédure de plainte interne (.doc ou .pdf)
- Formulaire 1 – D – Attestation de procédure de plainte interne (.doc ou .pdf)
- Formulaire 1–E – Examen de plainte (.doc ou .pdf)
- Formulaire 1 – F – Documenter une plainte (.doc ou .pdf)
- Formulaire 2 – Brochure relative aux procédures de traitement des plaintes (.doc ou .pdf)
- Formulaire 3 – « Je voudrais en parler à quelqu'un ? Comment faire ? », brochure adaptée aux enfants (.doc ou .pdf)
- Formulaire 4 – « Quelque chose me préoccupe », formulaire de plainte adapté aux enfants (.doc ou .pdf)
- Formulaire 5 – Formulaire de plainte (jeune/professionnel/employé/parent) (.doc ou .pdf)
- Formulaire 6 – Attestation relative à l'examen du processus de plainte (parent/représentant) (.doc ou .pdf)
- Formulaire 7 – Attestation relative à l'examen du processus de plainte (enfant) (.doc ou .pdf)
- Formulaire 8 – Formulaire de suivi de plainte (.doc ou .pdf)
- Formulaire 9 – Examen annuel et stratégie d'analyse des plaintes (.doc ou .pdf)
- Formulaire 10 – A – Champ d'application et objectifs de la politique relative à l'enquête (.doc ou .pdf)
- Formulaire 10 – B – Délais relatifs à l'enquête (.doc ou .pdf)
- Formulaire 10 – C – Planification de l'enquête (.doc ou .pdf)
- Formulaire 10 – D – Entrevues avec les témoins (.doc ou .pdf)
- Formulaire 10 – E – La collecte et la conservation des preuves écrites (.doc ou .pdf)
- Formulaire 10 – F – Établir le rapport de conclusions (.doc ou .pdf)
- Formulaire 10 – G – Mesures disciplinaires (.doc ou .pdf)
- Formulaire 10 – H – Confidentialité (.doc ou .pdf)
- Formulaire 10 – I – Ajourner ou retirer une plainte (.doc ou .pdf)
- Formulaire 10 – J – Préservation du dossier d'enquête (.doc ou .pdf)
- Formulaire 11 – Les Normes de la protection de l'enfance en Ontario (2016) - Plan d'enquête (.doc ou .pdf)
- Formulaire 12 – Lettre d'introduction à adresser au plaignant (.doc ou .pdf)
- Formulaire 13 – Lettre d'introduction à adresser au défenseur (.doc ou .pdf)
- Formulaire 14 – Lettre d'introduction à adresser au témoin (.doc ou .pdf)
- Formulaire 15 – Déposition du témoin (.doc ou .pdf)
- Formulaire 16 – Formulaire relatif aux résultats de la plainte (.doc ou .pdf)
- Formulaire 17 – Rapport confidentiel relatif à l'enquête (.doc ou .pdf)
- Formulaire 18 – Lettre relative à la conclusion de l'enquête destinée au plaignant (.doc ou .pdf)
- Formulaire 19 – Lettre relative à la conclusion de l'enquête destinée au défenseur (.doc ou .pdf)
- Formulaire 1 de l'IPEJ – Demande d’enquête : Établissement pour enfants (pdf)
- Formulaire 2 de l'IPEJ – Exemple de notification d'enquête (pdf)
- Formulaire 3 de l'IPEJ – Exemple de demande de documents (pdf)
- Formulaire 4 de l'IPEJ – Exemple de demande de convocation (pdf)
- Formulaire 5 de l'IPEJ – Attestation de remise de documents (pdf)
- Formulaire 6 de l'IPEJ – Engagement de confidentialité (pdf)
- Formulaire 7 d l'IPEJ - Brochure « À quoi s'attendre d'une enquête » (pdf)