ACCOUNTABILITY

BCI always honours our commitments to our Program Owners, delivering service that is timely, professional, consistent, and accountable.

Our strength is meeting our clients' expectations and, when possible, exceeding them, going the extra mile. We will make the extra calls, home visits and honour 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 referrals from former clients; employees promote BCI's services to each other.
  • cost-effectiveness and on-budget or under-budget performance.

Top of Page

 


PRINCIPALS' INVOLVEMENT

Program Owners frequently state that they appreciate that the Prinicipals of BCI are just one phone call away.  The ready availability of the Principals is one of the reasons many programs prefer BCI and choose to remain.

Clients and Program Owners appreciate the continuity provided by the Principals and our many long-term Associates.

The Principals of BCI not only work on the business, they continue to work in the business as well. They remain involved in every aspect. Regular meetings with Program Owners keep BCI Principals current on developments in the 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 EFAP. - Charlene Seguin, Assistant Superintendent of Schools, Nechako Lakes School District No. 91

Top of Page

 


ETHICS / PRIVACY

BCI is seriously commited 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 ensures that client information remains confidential and secure and only collects personal information that facilitates the management of the client case. Personal identifiers are removed before we compile aggregate statistical data for reporting to the Program Owners. BCI continually updates our procedures and technology to safeguard the collection, distribution and storage of client information.

Question - Some stakeholders have asked if we participate in "Cloud Computing." Is this a concept Brown Crawshaw believes in?

"Cloud Computing" is the latest craze sweeping the IT world. In brief, cloud computing is the storage and manipulation of data on off-site computers that are owned and maintained by someone else. There are a number of practical advantages to this (for instance, see Microsoft.com/cloud). However, this also raises serious questions about the confidentiality and security of that data.

Brown Crawshaw Inc. has always been concerned with the privacy of information for our clients. We have made a studied and conscious decision to maintain client records locally, in our office and under our direct control. That is, we will neither store nor manipulate client data in the "cloud."

Top of Page

 


COUNSELLOR NETWORK

BCI's Program Owners and clients receive more than cards, posters and a 1-800 number answered 24/7. We provide a Counsellor 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.
                        

Top of Page

 


QUALITY ASSURANCE

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 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)

Top of Page

 


ROI

Many Program Owners are requesting a report demonstrating program value. As a service that has widespread positive influences, the EFAP until recently, has been hard to quantify. BCI by gathering some basic information from Program Owners, some detailed outcome results from clients and using recent industry standards offers Return on Investment (ROI) Reports. An ROI report can determine the current cost of employee problems and the subsequent savings to the Program Owner that reflect increased productivity, decreased supervisory time and / or decreased turnover resulting from employee participation in their EFAP.

Top of Page