Pandemic Plan to address COVID-19


October 2020-October 2021
Last Updated: December 22, 2020

Service Delivery and Agency Operations

Introduction

The health and safety of all employees and the children, youth and families we support are our first priority.

We have followed and will continue to follow the guidelines of the Province and local Public Health officials in order to reduce the community spread of COVID-19.

This plan is intended to provide a longer-term view of how our Agency will operate in the current context. At this time, schools are temporarily closed and while cases in the Waterloo Region have increased in recent months we continue to operate using the guidelines outlined in according to the province-wide lockdown announced on December 21. Changes to the plan will only occur in the event of new government restrictions being imposed due to the virus.

Our plan has been informed by the following:

  • The latest information from both the Province of Ontario
  • The latest information from the Government of Canada
  • The latest updates from Waterloo Region Public Health
  • Key messages and information from OACAS
  • Information gained from the recent staff survey
  • Meetings with the Union and Joint Health and Safety Committee
  • Meetings with members of the Leadership team and the Management group

Key Principles

  • The physical and psychological health and safety of our staff, families, youth and children we work with are our top priority
  • We are an essential service and must continue to provide high quality child welfare services to children and their families
  • We must follow the direction of Public Health officials
  • We expect and trust that our staff will adhere to Public Health guidelines both at work and in their personal lives.
  • We will be flexible in our approach to address challenges and opportunities as they emerge
  • We will continue to assess and respond to our changing community context and in the event of increased restrictions will adjust our plan accordingly
  • We will ensure the achievement of equitable service delivery during the COVID-19 pandemic especially to those who are marginalized and vulnerable
  • We will provide supports and services that are fair, equitable, culturally relevant and safe, and practiced through cultural humility and with human rights and dignity

Safety Protocols

Screening Staff and Service Users

The screening questions will continue to be updated using the most recent information from the Provincial government. All staff and visitors entering Agency buildings will be screened at the time of entry. In addition, staff will be required to screen all service users prior to any in-person contact.

Ontario COVID 19 Self Screening Tool 25 SEP20

The Employee COVID Self Screening Fillable Questionnaire is to be completed each day by any staff member who will be going directly to a community address for a work-related purpose. Once completed, the form is to be emailed to the staff member’s direct Supervisor. In the event that a staff member fails the screen, they must follow the steps outlined in the Policy related to Addressing the Risk of Transmission of COVID 19. Staff are only required to be screened once per day. This process is a result of a recent regulation implemented by the Province and is effective immediately.

Employee COVID Self Screening Fillable Questionnaire 30 SEP20

Ontario COVID 19 Self Screening Tool 25 SEP20 Client Version


PPE for staff, volunteers and service users

The Agency has an adequate supply of Personal Protective Equipment (PPE) for staff, volunteers and service users. PPE can be found in the Community room at 200 Ardelt.

Staff will have access to the necessary PPE including: procedure masks, face shields, safety glasses, hand sanitizer, gloves, gowns and goggles. PPE will also be offered to our families and children when we are meeting with them. All staff will be expected to follow Agency policy regarding required use of PPE. If an employee feels that they need additional PPE to feel safe in their work they can access any of the available PPE.


For children and youth in our care, we have an additional responsibility to supply PPE and to educate them on how to properly use PPE.

Personal Protective Equipment Policy December 2020


Cleaning Protocols for Agency Spaces

Agency spaces will continue to be cleaned using the guidelines from Public Health Ontario. In addition, wipes, sanitizing spray and paper towels will be readily available for use throughout all buildings. In addition, the Agency has purchased a number of hand-held sanitizing sprayers that can be used for deep cleaning of surfaces as needed. Currently, Facilities staff are being trained on the use of these sprayers and they can potentially be used for the efficient sanitizing of visit rooms, toys and furniture, car seats, and other upholstered surfaces.

Custodial staff and Reception will continue to work together to ensure that spaces used during the day are sanitized each day.

Cleaning protocol

Fact Sheet COVID19 Environmental Cleaning


HVAC

The Agency works with Conestogo Mechanical about the ongoing maintenance of the building HVAC systems and we can confirm that there is an efficient fresh air exchange in place.

Reducing the Risk of Transmission

In the event that a staff member develops symptoms or is ill, they will be required to immediately notify their supervisor and follow all advice from a health professional. The Agency will work with Public Health if a positive case of COVID occurs and will provide the necessary information to support contact-tracing efforts. It is the role of Public health to declare outbreaks and if this occurs at the Agency the recommendations and direction of Public Health officials will be followed. All staff have the option of loading the COVID alert app on their agency phone.

FAQ Contact Tracing and Maintaining Privacy June 2020

Fact Sheet COVID 19 Test What you should know


Sanitizing Agency Car Seats

The current practice of sanitizing seats whenever there is a change in the child using the seat will continue.

Handout Cleaning Your Car and Car Seats


Use of and Access to Agency Buildings and Meeting Rooms

Fob Access to Ardelt and Hanson will be 8:15am to 6:00pm Monday to Thursday and 8:45am to 5:00pm Friday. This timeframe for fob access will also be in effect on the day that the Cambridge office is available.

Ardelt

Active screening of staff and guests will continue. At this time, we can safely accommodate up to 50 people in the building.

Staff working out of 200 Ardelt will be required to wear a face covering whenever they are travelling though the building. This includes entering the building and walking through the hallways during the workday. Once in their office or at their workspace, staff may remove their face covering.

Daily Availability notices will continue to be posted on the intranet for those working in the office on a regular basis. There will always be a minimum of one (1) Service Supervisor, Service Director and Director on-site. When accessing the building, it is the staff’s responsibility to ensure that they can maintain physical distancing while working (eg. If you share an office you must ensure that only one person at a time is in the space).

In light of the changing weather, directional arrows will be removed and signage will be posted to remind everyone to physical distance. Entry into the building is through the main entrance only and doors may not be propped open to allow staff to enter another door during the day. Staff and visitors may exit through any door, other than the main entrance.

All staff and guests will be expected to enter the building through the main entrance only and doors should not be propped open to allow staff to enter another door during the day.

Cambridge

The Cambridge office will be made available for access visits and staff use one day per week beginning November 1. This will be a pilot and will be reassessed in early January to determine if changes should be made.

Reception will remain closed during this pilot and all staff and visitors will be screened in the vestibule of the Cambridge office by Reception staff at Ardelt. Those who work in shared spaces must ensure that only one person is booked in the space. Sharing of spaces will not be permitted at this time. Staff in the building regularly (Custodial staff, Service Supervisor/Service Director) will let Reception know to ensure that their name can be added to the Daily Availability tracker.

Staff working out of the Cambridge office will be required to wear a face covering whenever they are travelling though the building. This includes entering the building and walking through the hallways during the workday. Once in their office or at their workspace staff may remove their face covering.

Staff will continue to be permitted to enter the Cambridge office for short periods of time by appointment (eg. to pick up something up from your workspace).

Entry into the building is through the main entrance only and doors should not be propped open to allow staff to enter another door during the day.

Agency Space at 65 Hanson

Agency staff working at 65 Hanson will be required to ensure physical distancing is possible in their workspaces at all times and will be expected to follow all directions provided in the common spaces of the Family Centre.

All staff will be required to enter the space via the main entrance at the Family Centre, where they will be screened.

Staff entering work and walking through the hallways throughout the workday will be required to wear a face covering.

Use of Visit Space and Meeting Rooms

In-person visits can take place in the Kitchener Family Visiting space, in the Access wing at 200 Ardelt and the Cambridge office, as well as in designated space at the Family Centre. Visit times will be scheduled to allow for sanitation of the spaces to occur between visits, as well as support the need for physical distancing in the building. Signs will guide people to the appropriate spaces.

All access space is to be booked through FVP@facswaterloo.org regardless of location.

Meeting rooms at Ardelt and Cambridge can be booked through the Agency room-booking site. Room 107 at Ardelt will no longer be available for booking and will be used for Walk-In service users only.

When booking this space, staff must ensure they do not exceed the maximum occupancy set for the room. Maximum occupancy is listed on the room-booking site.

Face coverings must be worn in all meeting rooms at all times and physical distancing must be maintained for the duration of the meeting. Meeting participants must also continue to wear their face coverings. Face coverings, procedure masks will be made available to those who do not have them upon arrival at the builiding.

Physical Distancing Policy

Building Access and Screening through Reception during COVID

Steps for Bringing Visitors into the Agency during COVID


Family Centre

The Family Centre will remain closed to the public.

During the phase 3 re-opening, the Family Centre will gradually resume operations for the FACS employees and clients within the business hours of Monday to Thursday (8:30am to 8:00pm) and Friday (9:00am to 8:00pm).

The Family Centre continues to follow the screening procedure at the reception, require the use of facemasks in all common areas including washrooms and hallways, maintenance of a physical distance of 2 meters/6 feet, and avoidance of unnecessary movement through the building.

The Family Centre reception remains closed during the lunch hour (between Noon and 1:00pm), however, 200 Ardelt reception will remain open and can provide screening support by calling ext. 3199. In addition, between 1:00pm and 2:00pm, the reception staff answers the phone calls for 200 Ardelt. This situation may create delays with screening process and may delay entry in to the building. The Family Centre team values your kindness, respect, support and cooperation with screening process and other protocols at all times.

In addition, there are specific protocols and procedures to be followed by the FACS employees, clients and the Family Centre operating team as stipulated in the Commitment of Understanding document. The Family Centre requires all FACS employees and clients review the document and follow the protocols outlined in it.

The need for after-hour and weekend space use will be considered on a case-by-case basis, and the Leadership team will approve the final decision. At this time, the Agency will be implementing evening reception hours at the Family Centre and a Receptionist will be onsite until 8:00pm Monday to Friday. The exact date of this expansion is anticipated to be early to mid-October. Further details will be provided as soon as they become available.

The Morning Glory Café will not re-open at this time. We will continue to consider Public Health guidelines and the number of people accessing the Family Centre to inform our decision-making with respect to when the Café will re-open.

Commitment of Understanding for Family Centre Phase 3

Ontario COVID 19 Self Screening Tool 25 SEP20


Staff Well-Being

The Agency recognizes the emotional and physical toll that working through this pandemic has taken on staff. The intent is to continue to be as flexible as possible and ensure that staff have access to resources to assist them as they do their daily work.

Remote Work

The Agency will continue to support staff in working remotely when they are able to perform their duties adequately. Staff who have office space at 200 Ardelt or 65 Hanson that wish to return to the office either fully or on a part time basis may do so as long as they are able to physically distance at all times.

Ergonomics

All staff will have access to resources to assist them in assessing their work environment at home.

Technology

The Agency will continue to make web conferencing options available to staff to assist with their day-to-day work.

Use of Agency Meeting Rooms

The Agency recognizes the important role that informal connections with colleagues plays in the overall well-being of staff. In order to support safe in-person meetings for teams, space will be made available specifically for teams to gather to connect and support one another. Meeting rooms can be booked through room-bookings for a 1-hour block on a twice-monthly basis for either in-person team meetings or informal peer support. All applicable safety protocols must be observed while meeting. Booking of these types of meetings has been suspended and will not resume until Waterloo Region restrictions move back to Level Orange.

Flexible Work Hours

The Agency will continue to support all staff in working flexible hours in order to balance the needs of their individual circumstances eg. childcare, elder care etc. Staff who require adjustments to their hours will work with their Supervisor to develop a plan that meets the needs of the employee while still fulfilling the full range of duties in their role.

Leaves and Accommodations

For staff who are currently on a protected leave or accommodation, your supervisor will continue to support you in your work and discuss when you may be able to resume full duties. In the event

that a staff member requires a leave or an accommodation, the usual policies and procedures apply.

Use of Sick time

If a staff member falls ill with COVID or is required to self-isolate and they are unable to work remotely for any reason, available sick time can be utilized.

In the event that a staff member must care for an immediate family member who is ill with COVID or is required to self-isolate eg. Child(ren) home from school, the staff member will be permitted to access their sick credits for the purposes of compassionate leave to a maximum of 10 days. This increase from the existing 7 days has been put in place to specifically to address COVID related matters and is not intended to continue once the pandemic is over.

Workload Management

The Agency recognizes that there are workload pressures because of the impact of the pandemic. The Leadership team will continue to monitor service volume staffing levels and workload pressures on a minimum of a monthly basis and, if the need arises, will commit to considering additional staffing resources or redeployment of existing staffing resources to address identified pressures. Supervisors will work with their teams to be creative and flexible in the assignment of work responsibilities so that workload levels can be as balanced as possible.

Service Delivery

On June 22, 2020, the Face-to-Face team was disbanded and direct service staff began to transition to providing in-person services. It took a few weeks to get everyone back up and running while we assessed the need for leaves and accommodations. In August, service to families and children returned to pre-pandemic practices, with workers conducting in-person visits with children, youth and families. Worker safety remains an important consideration, and all service users are screened using the most up-to-date screening tool from Public Health. Should an individual fail the screening, workers are required to consult with their supervisors to plan how to proceed.

As of September 18, 2020, the Ministry has directed that societies will no longer be permitted to deviate from the regular requirements for home visits and in-person interviews. This includes the requirement for home visits after a child has been placed on adoption probation. The Ministry requires that societies conduct home visits and in-person interviews as soon as reasonably possible where there were departures from these requirements. Given that the Agency returned to all workers conducting in-person visits effective June 22, 2020, the expectation is that all

children, youth and families will have received an in-person visit and our practice is compliant with Ministry requirements. Should there be a return to more intrusive restrictions ordered by the provincial/federal government and /or Public Health, the Agency will expect that workers meet

the minimum Ministry standards, which may differ from Agency policy. Virtual visits will continue

to supplement in-person contact and the Vulnerability Scale will be used to determine the need for in-person contact. Senior Leadership will communicate a return to a more restricted practice, should this be necessary.

The Agency has returned to working out of our primary collaborative spaces. Staff are again working at Carizon within the CYAC and Family Violence Project, and at Women’s Crisis Services. As occurred pre-pandemic, the Women’s Crisis Services Outreach worker is also working out of 200 Ardelt.

When children and families need to be seen in person and the worker is unavailable, in-person visits are assigned to the worker’s team or cluster. If these options are not available, the visit is assigned to a duty worker.

The Agency has returned to using the existing duty schedules in all areas of service. When necessary, coverage will be broadened across teams depending on the number of staff available. For example, an Ongoing Worker may be asked to cover a child in care matter or Intake may be required to cover an Ongoing matter.

In anticipation of possible government restrictions, we have reflected on what we have learned about the virus and how to keep ourselves and service users safe in the conducting of our business. In the event that more stringent restrictions are imposed, we will not be returning to the creation of a Face-to-Face Team. We will continue to implement those strategies which are keeping staff and the community safe. We expect that staff will use the screening tool from Public Health to determine whether they are able to see a child, youth and/or family in person. Should a service user fail a screening, workers are expected to consult with their supervisor to plan for how to safely make the necessary contact, considering the following strategies: the use of personal protective equipment, physical distancing, and the use of virtual technology.

All required in person contact will continue during the Province-wide shutdown and agency protocols involving sanitation and PPE will continue.

Family Visiting Program

The Family Visiting Program will continue to provide individual visits for the foreseeable future and will expand as per Public Health guidelines. Primary workers will be expected to support visits as this program is not able accommodate all visits due to space and staffing limitations. To ensure room cleaning protocols are adhered to, all supervised access room-bookings need to be scheduled through FVP@facswaterloo.org.

Visits held in the community will be guided by Public Health guidelines. Please see updated guidelines for family visits in office and in the community. As Public Health guidelines change, the family visits guidelines will be updated accordingly. Also attached is a visit tip sheets for families and a Public Health tip sheet for reference.

In the event of more stringent Government restrictions, we will continue to support in-person family visits as much as possible in accordance to Public Health guidelines. To ensure this is done safely, PPE would be considered for all within the visit. The provision of food would be paused. All extraneous items such as toys, gifts etc. would not be allowed in the space. The use of outdoor playground equipment would cease. Should in-person visits not be feasible, virtual visits will continue and there would be a consideration of a hybrid model of in-person and virtual visits as Public Health guidelines allow.

Safety Measures Tip Sheet What to expect during my visit

Ontario COVID 19 Screening Tool for Children in School and Child Care 1 OCT2020


Sexual Abuse Treatment Services

Clinical sessions will continue virtually unless there is a clinical reason that an in-person counselling session should happen. This decision will be made between the clinician and supervisors.

In-Person Therapy Policy


CARE Home Protocols

Our CARE Homes will continue to follow the guidelines outlined for congregate care settings.

Legal Services

Court services have resumed with a hybrid model of virtual and in-person appearances. The majority of court matters are currently held using the zoom platform. There are limited courtrooms open and available, with plans to continue to expand capacity in conjunction with provincial health guidelines.

Currently we have been advised that courtroom space is prioritized for longer matters, like trials or lengthy motions. Should there be a compelling reason for in-person attendance, this will be accommodated. Conversely, if there is a compelling reason not to attend in person, the Chief Justice has said that this will be respected.

Safety measures have been put in place at the Courthouse, including enhanced cleaning protocols, physical distancing measures, safety barriers and occupancy limits. As of September 2020, a limit of 14 people per courtroom is in place.

All individuals entering the Courthouse are screened for COVID symptoms. It is therefore advisable to build in extra time to make your way through security and screening. Screening can also be done in advance by utilizing the following link: https://covid-19.ontario.ca/courthouse-screening/.

ADR

ADR services have continued through the COVID period with little disruption to provision of service. ADR services are mostly offered virtually. In-person ADR services are available if helpful and/or necessary. Safety protocols and practices are followed for in person contact.

Foundation

Foundation staff will continue to work primarily from home. Administrative supports will be in the office on a part-time basis. The Foundation will continue to receive donations for items needed by clients. All items are sanitized before delivery. The Foundation will continue to provide emergency supports to families, summer camp funding and scholarships during the pandemic.

Volunteer Services

Transportation

Drives will continue to be requested using the existing policy. Appropriate screening needs to take place before the drive. Drivers will follow the same guidelines for the use of PPE that staff follow:

  • Volunteer drivers are screened daily prior to supporting any drives
  • Parents/children are required to be screened by either the caregiver or worker
  • Volunteer drivers are required to wear masks while transporting clients
  • Children 5 and over are required to wear masks while in the car with volunteer drivers. Drivers will carry supplies on them (children’s masks and sanitizer), and will provide a child with a mask if they do not have one.
  • To reduce risk as much as possible, we are asking that caregivers/FPs and workers take children in and out of volunteer driver’s vehicles. Volunteer drivers will visually inspect and safely step in, if required (ex. Caregiver/worker struggling to harness a child properly).

Car Seats

  • Car seat inventory can be found in the community room. Please use the sign out sheets prior to taking a seat. If you have any questions or concerns about car seats, please contact Transportation at ext. 3153
  • At this time we are asking that only one child per car seat/booster to eliminate any cross exposure. Seats must be cleaned prior to use by another child.
  • If you are returning a car seat, please put the seat in a garbage bad with a yellow sticky note and place the seat behind the car seat table. If you have returned a car seat, please notify transportation by either email or phone.
  • If you have a car seat that is set to expire within the next three months, please return it to the Community room and transportation will properly dispose of the seat

Steps for Cleaning Car Seats (Please refer to the car seat manual for specific details)

  • Remove buckles from harness straps. Rinse buckles under warm water. Do no soak or use soap. Dry buckles with a towel.
  • Remove the cover from the car seat. Hand wash or machine wash on gently cycle. Hang to dry. Do not use the dryer.
  • Using a cloth, spot clean the harness straps with a mild soap and water. Please do not submerge in water.

Direct Service Volunteers

  • With the approval of both the worker and their supervisor, Volunteer Services will now support face-to-face contact between clients and volunteers
  • Direct Service volunteers self-screen themselves and the client prior to a visit. If they answer yes to any of the questions, they cancel the visit and contact Volunteer Services for further direction.
  • Volunteers wear facemask and sanitize their hands often during visits

In person contact has been suspended and will not resume until Waterloo Region moves back to Level Orange.

Communication

In order to facilitate regular communication at all levels of the Agency we will continue to have meetings on a regular basis including:

  • Leadership Meetings: twice monthly
  • All Management Meetings: twice monthly (to be reassessed in early November)
  • Service Directors Meetings: weekly
  • Operations Management meetings: every 4-6 weeks
  • Team Meetings: minimum of monthly
  • Town Hall Meetings: twice monthly

In addition, there will be regular updates via All Staff emails and intranet postings to ensure all staff have up-to-date and timely information related to the plan, and we will respond to any suggestions that staff have. Suggestions may be forwarded via email to any member of the Leadership team or can also be placed in the Suggestion box at the Ardelt office. The suggestion box will be checked weekly. We are exploring the possibility of creating an anonymous on-line way of providing feedback as well. Meetings between Management and the Union will occur as per Agency policy and practice. These meetings include: Joint Executive Meetings, Employee Relations Committee, Joint Work Load and Joint Health and Safety

Agency Response to New Government Restrictions

While we are well positioned to continue to operate safely, the Leadership team will continue to closely monitor what is happening in both the Region of Waterloo and the Province of Ontario and will follow all guidelines that come from both the Province and the Region. In the event that our community is subject to more stringent restrictions than are currently in place or an outbreak in our facility occurs the following changes will be considered:

  • Staff may be asked to wear a procedure mask and eye protection such as a face shield or safety glasses at all times when in contact with others
  • Further limit staff in the building to essential staff only
  • Close the Cambridge office to access and staff use
  • Restrict food in access visits
  • Require all guests to wear a procedure mask when in Agency spaces or in contact with Agency staff
  • Eliminate all in-person meetings (that are not with a service user) and training sessions
  • Restrict face-to-face contact with service users to that required by Ministry standards
  • Direct Service volunteers revert to virtual contact only
  • Explore the need to continue COVID supports for service users
  • Limit access to the Family Centre

Planning for the Future

This plan covers the next 12 months and we will continue to review the areas listed below with a view to longer-term plans. Some of the things we are continuing to consider are:

  • Exploration of the best use of our Cambridge site
  • Longer-term strategy regarding the best use of existing office space
  • Future of remote work for our staff
  • Best practices when considering virtual contact with our service recipients
  • Flexible work hours and building access hours
  • Managing duty responses across teams and functions