Video: Jai Birdi, Fraser’s Director of Regional Operations, speaks about CLBC’s Quality Service Commitment which was officially unveiled March 12 at the Simon Fraser Region’s 4th Annual Self Advocate Conference. Nearly 80 people attended the day-long session.


Community Living British Columbia has introduced a Quality Service Commitment to establish a clear and public awareness of the way people with developmental disabilities, Autism and FASD can expect to be treated by CLBC. With the Commitment, CLBC is saying to people we serve that in all we do, we will Start with Hi and:

  • CLBC Commitment PosterRespect You
  • Listen to You
  • Learn from You
  • Recognize Your Strengths
  • Communicate Openly and Honestly

“This Commitment has been developed over the past year with CLBC employees, self-advocates, families and our network of Community Councils across the province,” said Interim CLBC CEO Doug Woollard. “In addition to celebrating the excellent work and daily dedication of our staff, the Commitment underscores our focus on continuous quality improvement and applies to our interactions with colleagues, government partners and service providers.”

CLBC’s unveiled the Commitment Wednesday at a Surrey conference attended by more than 75 self-advocate leaders from the Lower Mainland. At the same time, two new measures were announced that will help honour CLBC’s commitment to self advocates and families:

BC Self Advocate Net – Expand centralized, safe and independent on-line information hub for BC’s self-advocacy movement with current and relevant content generated by individuals with diverse abilities.
CLBC Editorial Board – Council of self advocate leaders and family members from across the province will help develop and review all CLBC publications and plain language practices.

The Commitment will be supported by other quality and communication improvements that will be introduced at CLBC over the coming year and focused on key stakeholders, including:

  • self advocates and individuals with diverse abilities
  • families and loved ones
  • CLBC staff
  • contracted service provider network

Speaking at the Self Advocate conference in Surrey, CLBC’s Regional Director for the Fraser Region Jai Birdi said, “CLBC’s Commitment is more than words on a poster. It includes action. We are thankful to the provincial government for recent funding increases to meet our growing service demand and proud of improvements we have made over the past couple years. We look forward to more progress in the coming year.”

While the Commitment’s goal is to guide the way CLBC responds to the people we serve, it is not a guarantee all demand will be satisfied. Due to the limits on financial resources and the complexity of the circumstances we work with every day, disputes and errors will still occur.

With the Commitment, CLBC is promoting a toll-free/on-line complaint resolution process and Compliments feature on CLBC’s web-site that provides people with an opportunity to recognize extraordinary employees.

CLBC was established as a BC Crown Corporation under the Community Living Authority Act in 2005 and is responsible for delivering a wide range of services to over 16,000 BC adults with developmental disabilities, Autism and FASD.

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