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ACCOUNTABILITY
BCI's commitment to our program owners is to deliver what we say we will deliver in a timely, professional and consistent manner. In short, to be accountable.
Our strength is meeting our clients' expectations and when possible exceeding them, going the extra mile. In practical terms this means making the extra calls, home visits, and honouring our duty to care regardless of the program's parameters.
On the rare occasion where the client or program owner feels BCI has not met their needs within the program's parameters, BCI will, within reason, attempt to resolve their concerns at BCI's expense.
BCI'S RESULTS ARE CHARACTERIZED BY:
- better therapeutic support for clients.
- better clinical supervision of counsellors.
- working smarter and more diligently.
- good "penetration" and higher than predicted client utilization.
- minimal need for "formal" referrals due to early identification, program credibility and support.
- unsolicited "word-of-mouth" referrals from former clients; employees sell the services of BCI to each other.
- cost-effectiveness and "on-budget" or "under-budget" performance.
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PRINCIPALS' INVOLVEMENT
A frequent statement from program owners is, The Principals of BCI are just one phone call away. The ready availability of the Principals for the last two decades is one of the reasons many programs have chosen to retain and remain with BCI for extended periods.
The continuity that the Principals and many long-term Associates of BCI's network have provided is appreciated by both the clients and the program owners.
The Principals of BCI not only work on the business, they continue to work in the business as well. The Principals remain involved on a selective basis in every aspect of the enterprise. The Principals also meet regularly with program owners to keep current on developments in the program owners' workplaces.
Our affiliation with Brown Crawshaw has been a very positive one. Concerns or complaints are dealt with in an expedient and professional manner. When faced with dilemmas that require expertise not readily found at a local or regional level, the Principals of BCI have worked with us to find the required resource in a timely manner. This service goes well beyond what one would normally consider to be an Employment and Family Assistance Program. - Charlene Seguin, Assistant Superintendent of Schools, Nechako Lakes School District No. 91
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ETHICS / PRIVACY
BCI takes seriously its commitment to ethical practice. We do not accept nor pay referral fees. Nor do we refer to any agency in which we have a professional or business interest.
We fully endorse the professional ethical codes that prohibit dual relationships between counsellors and clients, and counsellors and program owners. That is, the existence of a counselling relationship precludes the pursuit of a second relationship be it social, intimate, or business. Equally, a pre-existing relationship automatically precludes the initiation of a counselling relationship.
BCI is committed to ensuring that the client information in our possession remains confidential and secure. We collect only that personal information which facilitates the management of the client case; and status information, with all personal identifiers removed, to compile aggregate statistical data for reporting to the program owners. BCI continually updates our procedures and equipment to safeguard the collection, distribution, and storage of client information.
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CONTINUOUSLY MANAGED PROFESSIONAL NETWORK
Organizations that choose BCI receive more than cards, posters and a 1-800 number answered 24/7. The program owners buy into a network, continuously managed by the Principals, and exemplified by quality, expertise, and confidentiality.
BCI regularly visits communities throughout the province to meet with network counsellors, to share concerns and review ways to improve our services to clients. Most counsellors throughout the province prefer to work with BCI because of our emphasis on clinical issues, client needs, ethical practice, and mutual respect.
Tembec has used Brown Crawshaw EFAP Services at our BC Kootenay operations since August 1985. Our operations employ approximately 1,000 people in and around Canal Flats, Cranbrook and the Elko Valley. We are very satisfied with their professionalism and the counseling assistance given to our employees and families. They have been quick to respond to requests for help, and any feedback we’ve received about their services has been most favourable. They are very cost conscious on our behalf and I highly recommend them to other companies setting up an EFAP program. - Rob Ondrik, Human Resources Manager, Tembec Industries Inc., Wood Products
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QUICK RESPONSE TO COMPLAINTS
Any concerns and complaints raised by clients or program owners are immediately addressed. BCI diligently strives to resolve concerns within a reasonable time and within the contract's parameters.
CLIENT SATISFACTION
All clients are asked to complete a survey providing immediate feedback to program owners and BCI of their reactions to delivery of the contracted services. The survey also allows clients, if they desire, to provide contact information and receive a call from one of the Principals to review their experience with the EFAP.
OUTCOME STUDIES
These studies are based on structured interviews with clients and represent a further opportunity to review clients' concerns and provide feedback to both our program owners and our individual counsellors.
The information offered by clients has consistently shown that they find BCI's services extremely worthwhile and the services repeatedly meet or exceed the clients' expectations.
As employers, we are satisfied with the service we receive from Brown Crawshaw. I have heard comments from employees who have used the service and they are very impressed with the prompt response and the caliber of professionals. - Marlene Close, Human Resources Officer, School District No. 27 (Cariboo-Chilcotin)
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COMMITMENT TO PERSONAL RESPONSIBILITY AND WELL-BEING
BCI's philosophy holds that the problems of living that most of our clients experience can be ameliorated through insight, goal setting, and sustained effort to evoke a better future.
Our clients are encouraged to take responsibility for their own behaviours and subsequent consequences. We counsel that when most clients say, can't what they really mean is won't. Our services are focused on encouraging and supporting our clients, and program owners, to take control and achieve their goals, thereby improving their sense of well-being. This positive, resilient philosophy is welcomed and embraced by the vast majority of our clients.
The counsellor provides a safe place to listen to the needs of the client.
Listening allows the counsellor, in partnership with the client, to guide the client to more solid ground in partnership.
THE PARTNERSHIP EMBRACES:
- availability - timeliness, immediacy
- accessibility - BCI is only one phone call away
- integrity - honesty, clear sense of boundaries
- dignity - respect
- professionalism and ethics - do no harm
- sensitivity - supportive, caring and empathic
- accountability - both parties are responsible
Canpar Industries has been a proud participant of Brown Crawshaw’s Employee and Family Assistance Program since 2000. As the Human Resources Manager for a company of 140 employees, I have a deep sense of confidence and security in that whatever challenges arise in our daily lives, we have a mechanism in place to provide our employees with the necessary assistance and solutions. - Jim Oakes, Human Resources Manager, Canpar Industries
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