Before admission to the Attendant Services Program students must:

a) Meet with representatives of the Program to discuss the nature and extent of services required. This is often done a year in advance of arrival.

b) Gain academic admission to Carleton University or Algonquin College.

c) Accept residence accommodation with the Department of Housing and Residence Life Services at Carleton University or with Campus Living at Algonquin College.

d) Provide documentation to the Program that attests to the student’s ability to live on campus with the assistance of the Attendant Services Program.

e) Receive approval from the Health and Counselling Services at Carleton University.

f) Sign a Service Agreement with the Program.

g) Coordinate funding for the Attendant Services Program (out of province students only).

Please select the “Agree” button to confirm your understanding and continue the application process.

(a) Although the Program is operated as a single entity, for the purposes of admission, services at the Carleton campus and the Algonquin campus may be treated as separate programs. Admission to the Carleton University / Algonquin College Attendant Services Program does not entitle a client to switch from one campus service to the other.

(b) The client acknowledges they are required to re-apply each school year and re-apply if they want to move from one campus to the other.

Please select the “Agree” button to confirm your understanding and continue the application process.

The Client agrees to follow all public health guidance from public health authorities. The Client also agrees to follow all policies, procedures, and rules that the Institution has established or may establish in the future with respect to COVID-19 and health and safety, as well as instructions from the Program and/or Institution related to COVID-19 safety. The Institution and the Program have the right to change, modify, or revoke any COVID-19 related or health and safety policy, protocol, or rule at any time due to a change in circumstances or as may be required by applicable government or public health directives.

The Client agrees to abide by the Institution’s vaccination policy, which requires all individuals to be fully vaccinated to attend the Institution’s campus or events in person, or to live in residence, unless they have an exemption from the policy approved in writing by the Institution.

Please select the “Agree” button to confirm your understanding and continue the application process.

a) The Client accepts the risks and responsibilities of directing their own service.

b) The Client must comply with all applicable Institution policies, procedures, rules, and staff instructions.

c) The Client will treat Program staff and other students, including other Clients, with courtesy and respect at all times.

d) It is the Client’s responsibility to ensure that they can contact Program staff as needed. The Client acknowledges that they must be able to contact the staff on duty at any time. The Client must be able to access a phone at all times and therefore the Client will specifically request that the staff on duty ensure they have access to a phone before any service call is completed. The Client is strongly encouraged to obtain and use a phone that can be voice activated so that they can call the staff on duty if they drop, misplace or for any reason cannot reach or use the phone manually.

e) The Client recognizes that the Program has limited resources, and consequently, will consider the needs of their fellow Clients when they are requesting service. Services will be prioritized based on need, at the discretion of the Institution. The Client will not ask for excessive or unnecessary services.

f) The Client acknowledges that the annual assignment of rooms within residence is at the discretion of the Institution. Clients acknowledge that their room assignments are likely to change from year to year or more often. Clients further acknowledge that the Institution may change their room assignment in residence at any time.

g) The Client is encouraged to fill out the Emergency Medical Instructions Form, keep it readily accessible, and to update this form when medication, the Client’s general health or other information changes.

h) The Client shall not display in their rooms, through any medium, anything that a reasonable person would consider, excessively violent, pornographic, or hateful, nor shall they engage in any activities relating to same, while a staff member is assisting them.

i) The Client, with the assistance of the Attendant Services staff, when necessary, shall maintain their room, so that it is safe (free from obvious hazards, free from smoke) and clean. Clients shall not allow the following items to accumulate in their room: (1) loads of unwashed laundry, (2) unwrapped or partially consumed food, (3) used medical supplies or (4) other garbage.

j) The Client shall refrain from smoking while receiving service.

k) The Client shall refrain from talking on the phone while receiving service.

Please select the “Agree” button to confirm your understanding and continue the application process.

a) All services provided by the Program are temporary in nature and provided to Students currently enrolled in courses towards a diploma or degree at Carleton University or Algonquin College. To maintain their eligibility for the Program and for residence, the Client must (except for the summer term) be actively enrolled in courses, with a reasonable expectation of successful completion.

The Client is responsible for making alternative arrangements for service if and when they become ineligible for services.

b) Attendant services are provided to Carleton University and Algonquin College Students who, because of their physical disability need assistance in carrying out the activities of daily living. The service operates 24 hours a day, 7 days a week, except as noted below.

c) The Client acknowledges that dates of service will be posted online and that the Institution bears no responsibility for service if the Client is on campus during times when the Program is not operational.

d) The Attendant Services Program will remain operational through the summer months (May, June, July, August) at the Carleton site only. Provision of services during the summer months is not guaranteed. When resources are limited, service may be limited, at the sole discretion of the Institution, to students actively enrolled in summer courses.

Furthermore, the Program does not operate for a period of approximately two weeks during the winter holiday break. The Director may consider individual requests, received before November 15 of each year, for reduced service during the break, particularly for international students. The responsibility to arrange service for up to two weeks in late December and early January (dates to vary each year) remains with the Client.

e) Algonquin students that wish to receive service during the summer months can apply to stay at Carleton University from mid-April to mid-August (dates to vary each year). Summer stays may be offered to Algonquin College Clients at the sole discretion of Carleton University.

f) Although the Program strives to offer the best service possible, the Client acknowledges that occasionally due to circumstances or error, such as staff being ill or a scheduling error, service may be affected. The Institution makes no guarantee with respect to availability of service or uninterrupted service.

g) Services are normally provided within the residence buildings at Carleton University and Algonquin College. In some situations, service may be provided on campus (outside the residence buildings). This is normally restricted to unusual cases, such as the following: (1) the Client is in distress, (2) the Client is stranded in a building due to an elevator malfunction, or (3) their wheelchair has broken down. In these cases, the Institution will evaluate the circumstances to decide an appropriate response.

h) Service will not be provided off campus without express permission from the Team Leader, Direct Services Manager, or the Director.

i) Clients of the Program will assist in developing a service plan with the Direct Services Manager.

Please select the “Agree” button to confirm your understanding and continue the application process.

j) The services provided by the Program are a combination of scheduled and nonscheduled assistance. Staff are usually available in residence to assist the Client in activities of daily living, including: (1) dressing and undressing, (2) bathing, (3) showering, (4) grooming, (5) toileting, (6) bowel/bladder care, (7) transfers, (8) basic range of motion exercises, (9) assistance with meals, (10) laundry, (11) light housekeeping, (12) setting up books and computers, and performing miscellaneous everyday tasks. However, there is limited assistance available between 1 am and 7 am.

Morning routines, evening routines, and meals are scheduled services. Other services may need to be scheduled at the discretion of the Direct Services Manager.

The priority of unscheduled service requests shall be at the discretion of the Institution. Generally, service requests will be prioritized in the following order:

1. Emergency calls – Where the Client is in danger, extreme discomfort or has been injured
2. Assistance with bowel or bladder care
3. Calls received via main dispatch phone in order of need
4. Calls received via main dispatch phone in order of when received
5. Requests for snacks, and other miscellaneous calls
6. Laundry and housekeeping
7. Unscheduled services that are normally scheduled.

k) The Client must complete their morning routine, as defined in their service plan, no later than 11:00 a.m.

l) The Client will complete their evening routine no later than 1am during the week and 2am on
the weekend (Friday overnight and Saturday overnight).

m) The Client will inform the Team Leader or Direct Services Manager in advance of any long or short term overnight stays off campus whenever possible and, where his or her wake-up will be affected. When Clients leave campus during the school year, they will provide 48 hours’ notice when returning to campus. If notice is not given, the Client may forfeit preferred service times, choice of same sex Staff or service provision altogether.

n) The Client acknowledges that if they need or wish to reschedule services, they will request to do so at least two working days in advance.

o) Depending on individual needs, laundry service is normally offered once per week. The Client is responsible for ensuring sufficient payment for the operation of the washers and dryers is on their laundry card. The Client is also responsible for any special instructions related to laundry and are expected to accompany the staff to the laundry facilities. The staff is not responsible for any damage or loss clothing incurred as a result of laundry service.

p) Cleaning services are provided to Clients of the Program on a weekly basis, by University and College staff, as resources permit. This generally includes vacuuming, mopping floors, cleaning bathrooms, cleaning appliances, and emptying of trash.

The cleanliness of individual rooms remains the responsibility of the Client and the Client acknowledges that they may call staff for assistance with this. The Client acknowledges that the Attendant Services staff are not professional cleaners, and as such, shall not be expected to perform any cleaning related task that exceeds general organization and/or the maintenance of basic hygiene standards.

Please select the “Agree” button to confirm your understanding and continue the application process.

The Institution shall not be liable for the failure to provide the Program services which is provided for in this Agreement when such failure is caused by fire, explosion, water, Acts of God, civil disobedience or disturbances, strikes, lockouts, or other labour interruptions, pandemic or epidemic, vandalism, war, riot, sabotage, failure of public utility services, governmental rules, or any other courses which are beyond the reasonable control of the Institution (“Emergency” or “Emergencies”). If the Program cannot operate close for any such Emergency, the University will use reasonable efforts to ensure that Clients are notified in advance and the Institution will use reasonable efforts to mitigate against the effects of the Emergency. The Institution is not liable for any loss or harm in these Emergencies. There shall be no compensation in any form whatsoever for inconvenience or discomfort suffered as a result of Emergencies or other circumstances which are beyond the control of the Institution.

Please select the “Agree” button to confirm your understanding and continue the application process.

Assistance with Medication

Staff are permitted to assist with medication only under the following conditions:

a) Assistance with medication is provided if the Client is unable to administer their own medication due to a disability.

b) Medication is premeasured in a blister pack and has an accompanying dosage schedule.

The Client must confirm all instructions regarding medication prior to delivery. The Client must be fully awake and fully aware to confirm and receive medication.

c) The Client acknowledges that the Institution does not take any responsibility for the Client’s use/abuse of medications.

d) Staff will not assist with medication if they believe that the Client is impaired by alcohol or other drugs.

Please select the “Agree” button to confirm your understanding and continue the application process.

a) The Institution reserves the right to determine which services can or will be offered to each Client. The following list is not exhaustive of all service exclusions.

b) The Program will not provide service to individuals who are ventilator dependent, require suctioning, tube feeding or otherwise require specialized services beyond PSW certification, are unable to direct their own service, or require supervision.

c) The Program does not assist with digital stimulation, disimpaction or enemas.

d) There are activities of daily living that may be provided if approved by a licensed medical practitioner and provided exclusively by a certified Personal Support Worker such as, but not limited to bowel/bladder care beyond basic toileting, daily suppositories, respiratory services (cpap/bipap, cough assist, ambu bag breath stacking). These activities will be provided at the discretion of the Program.

e) The Program does not provide, pay for, or otherwise take responsibility for services such as, but not limited to, ambulance service, physiotherapy, repair or maintenance of personal equipment, academic counseling, academic assistance, or life skills counseling. Staff do not accompany Clients to class or to medical appointments.

f) Trips Off Campus: Staff members are not regularly available for service provision off campus. While staff members are available for occasional service provision away from the residence buildings in exceptional circumstances, staff members will not accompany students to class except in rare circumstances where there is a documented need, and this is specifically noted in the individual service plan.

g) Staff members are not required to accompany a Client to the hospital.

h) The Program will not assist Clients to consume alcohol. Staff may not retrieve, prepare, or pour an alcoholic drink. Staff members will not hold the container, straw, any other device, or the Client to assist them to consume alcohol. Staff will not at any time buy alcohol for a Client or transport it to campus.

i) The above alcohol policy also applies to any and all illegal substances and or controlled narcotics, which are not prescribed by a physician.

j) Staff members will not be in possession of a Client’s wallet, identification, or any type of cash bills, debit card, credit card, gift card or student card, or any other method through which money is exchanged. Staff members will not withdraw money from an automated teller machine unless the Client: (1) accompanies the staff member to the machine and (2) is unable to make a withdrawal independently.

k) Staff members will not provide service for students, if they are reasonably able to do the task independently, and Clients shall endeavor to do as much as is practical independently.

l) Clients will not request specific staff members. If Clients refuse to receive assistance from a specific staff member, the Client will be deemed to be refusing service.

Please select the “Agree” button to confirm your understanding and continue the application process.

The Program encourages dialogue with Clients as a way to ensure quality and safety in service
delivery. When a Client or Staff Member has a reason to complain or a concern about a situation, they will do one of the following, starting with the earliest appropriate step:

1) speak to the individual involved where the issue involves a minor offence, may be cleared
up quickly, likely involves a misunderstanding or is a minor personality issue between individuals,

2) fill out an Information Report if the issue is slightly more serious, involves other individuals in the Program, involves a situation that the Director, Team Leader or Direct Service Manager should be made aware of, is not resolved by speaking directly with the individual, is related to a policy of the Program or any other type of structural issue,

3) speak to the Team Leader, Direct Service Manager or the Director which may be done at any time and may be done in conjunction with steps 1 and 2.

4) put the complaint in writing addressed to the Director if the issue is still not resolved by the previous steps. This step may be the starting point for complaints which involve gross breaches of policy or are otherwise serious in nature. All complaints received in this manner will be answered in writing.

5) request that the complaint be forwarded to the Director of Health and Counselling Services if the issue is still not resolved. This step should be taken only after the previous steps have not resolved the situation to the satisfaction of the complainant.

It is recommended that the preceding steps should be followed in order once the appropriate starting point has been established.

Clients are encouraged to speak out immediately if there are any safety concerns.

The Program encourages all conflicts to be resolved, where possible, in a collaborative manner that promotes an improved service for all Clients and a positive working environment for staff.
The above policy does not apply to incidents involving sexual harassment or sexual assault. Under these circumstances the complainant may seek assistance from whomever they are most comfortable with, inside or outside the Program (see Sexual Harassment Policy).

Clients that disagree with the decision of the Program may appeal to the Health Services Appeal and Review Board (HSARB)

Please select the “Agree” button to confirm your understanding and continue the application process.

Clients can expect to:

a) Be dealt with in a courteous and respectful manner, and to be free from mental, physical, and financial abuse by the service provider;

b) Be dealt with respect for their dignity, privacy, and in a manner that promotes their autonomy:

c) Receive information about the community services to be provided for them; and who will provide it;

d) Participate in the service provider’s assessments of their needs, the development of their plan of service, and in the service provider’s subsequent evaluations and revisions;

e) To consent to or refuse Program services;

f) Voice concerns or recommend changes about their services, without fear of interference, coercion, discrimination or reprisal;

g) Be informed of the policies and procedures affecting service provider operations, and to receive written information on the procedures for initiating complaints about the service provider;

h) have their records kept confidential in accordance with the law.

Please select the “Agree” button to confirm your understanding and continue the application process.

The Client is responsible for providing all of their own equipment and medical supplies. The Client agrees to obtain additional equipment or supplies that the Direct Services Manager deems necessary. The cost of additional equipment or supplies will be the responsibility of the Client.

Please select the “Agree” button to confirm your understanding and continue the application process.

a) The Client will meet with the Direct Services Manager at least once per term to review the Client’s service plan, discuss any service concerns and to plan for future housing requirements. Additionally, all first-year Clients will meet with the Direct Services Manager or Team Leader during their first week on campus to review services.

b) The Client shall make a concerted effort to maintain regular and constructive contact with Program managers to discuss both their service and general Program concerns.

c) The Client will make significant effort to be available for, and actively participate in, the training of new staff. In order to help facilitate the training process and make it comfortable for all parties, the Team Leader or Direct Services Manager will, when feasible provide at least 24 hours’ notice to their Clients, when new staff members are scheduled to train on any personal care needs.

Please select the “Agree” button to confirm your understanding and continue the application process.

Clients of the Program are encouraged to contribute to the growth and improvement of the Program in a number of ways including:

a) Actively participating in the selection, training, and evaluation of staff,
b) Bringing forward concerns and ideas directly to managers,
c) Considering the needs of all users of the Program and cooperating with staff and other Clients for the benefit of all stakeholders,
d) Interacting with staff in a respectful and encouraging manner.

Hygiene Policy

a) If the Client has an involuntary bladder or bowel movement, the Client shall request assistance immediately, both for personal care and laundry. If the Client regularly experiences involuntary bladder or bowel movements, they will be required to wear appropriate personal protective attire.

b) The Client, upon developing an infectious condition or a communicable disease, or suspecting they may have an infectious condition or a communicable disease, will immediately inform the Direct Services Manager or Director immediately. The Client may be hospitalized, quarantined, or will otherwise follow measures set out by the Program or the Institution so that others will not be unreasonably exposed to infection.

Please select the “Agree” button to confirm your understanding and continue the application process.

a) The Client will allow reasonable access to their room, for the purpose of workplace health and safety inspections.

b) The Client will alter or discontinue any part of their service that in the judgment of the Direct Services Manager poses a safety threat to staff or to the Client.

c) The Client if entering the Program for the first time, or specifically requested to do so, shall attend and participate in the following seminars when offered:

1) Sexuality and Disability,
2) Directing Your Service and
3) Fire Safety / Assisted Evacuation, other seminars that may be deemed necessary.
The Client agrees to repeat any of the above seminars at the discretion of the Director.

d) The Client shall not contact Program employees regarding Program matters while employees are off duty.

Please select the “Agree” button to confirm your understanding and continue the application process.

Termination of Service with Notice

Attendant services will be revoked from the client, with three months’ notice, if any of the following breaches occur:

1) The client does not continue to fulfill the general eligibility terms specified by the Admissions Criteria (i.e., the person ceases to be a student);

2)The client’s level of service requirements change, to an extent such that the client can no longer function adequately, with the support services available. The client will be considered to be unable to function adequately, if any of the following questions are answered affirmatively:

2a) Is the client’s condition is so severe that they cannot pursue their studies?
2b) Does the client’s level or nature of service present a danger to themselves, other clients or employees of the Program?
2c) Is the client’s level of service so high that it may prevent the program from offering proper service to other clients of the Program?
2d) Has the client’s condition so that they require services not offered by the Program?
2e) Does the client display continued behavior or actions that are disruptive to the services provided by the Program.
2f) Is the client is involved in any illegal act, trade, or business which negatively affects the Program.

Please select the “Agree” button to confirm your understanding and continue the application process.

Depending on the situation, some of the above actions may be considered so serious that services may be withdrawn without notice, if any of the following occur:

a) The client is evicted by the Department of Housing and Food Services or Campus Living;

b) The client commits a serious breach of policy. Serious breaches include, but are not limited to: (1) sexual harassment, (2) threats to staff or others, (3) providing false information or omitting important information on the application form, (4) non-disclosure of a communicable disease and (5) engaging in illegal activity.

Please select the “Agree” button to confirm your understanding and continue the application process.