Community Accountability Programs Information ... - Ministry of Justice

RECORDS MANAGEMENTThe goal of a records management system is to ensure that programrecords are properly filed, stored, and protected from damage, theft, andany unauthorized access. An effective records management system helpspreserve confidentiality and privacy.When developing your records management policy and procedures,consider the following:• What types of information should be documented?• What kinds of records will be kept?• How can the program facilitate authorized access to records whilepreserving confidentiality and privacy?• What kind of security measures need to be taken?• How long will records be retained?• How will non-current files be stored?• How will records be disposed of once they are no longer needed?Case files are normally returned to the referring agent upon completion ofthe case. However, any relevant information in your program files may beaccessible through the Freedom of Information and Protection of Privacy Act(FOIPP). More information on the requirements of the FOIPP Act isavailable at http://www.lcs.gov.bc.ca/privacyaccess/index_toc.htm.HANDLING COMPLAINTS AND CRITICAL INCIDENTSAt one time or another, your program will need to deal with complaints aswell as unforeseen incidents that can put the program at risk. You will needto set up a process by which program volunteers and participants candocument and report complaints and critical incidents. Reporting,documenting, and responding to complaints and critical incidents shouldbe a simple and open process that is accessible to everyone. (Appendix Kprovides a sample of a critical incident report form.)Not all incidents or complaints need to be reported to the steeringcommittee, but some do. Here are a few examples:• A person says that he or she wants to harm himself/herself or anotherperson.Getting Started 41