Respectful Conduct Policy
1. Purpose
Hope Air is committed to providing service to individuals applying for or receiving medical travel assistance, in accordance with the terms and conditions of eligibility and program and service delivery, as may be updated and amended from time to time. Eligibility requirements for Hope Air support are detailed on the Hope Air website at www.hopeair.ca
Hope Air has a responsibility to ensure that its staff, volunteers, and representatives work in an environment free from abuse, threats, or harassment. This policy outlines how Hope Air will respond when applicants, clients, travel escorts or other third parties engage in behavior that is abusive, disrespectful, or otherwise inappropriate toward Hope Air staff and volunteers.
2. Scope
This policy applies to:
All applicants, clients, client family members or friends, travel escorts or caregivers, interacting with Hope Air through any means — including telephone, email, social media, in-person events, or written correspondence.
3. Principles
4. Examples of Abusive or Disrespectful Conduct
Examples of abusive or disrespectful conduct includes (but is not limited to):
– Use of profanity, slurs, or discriminatory language.
– Verbal abuse, yelling, insults, or intimidation (including over phone or email).
– Threats of violence, or harm to an individual or others.
– Repeated demands or communication after being asked to stop.
– Harassment, stalking, or personal attacks on Hope Air staff or volunteers in any manner including social media.
5. Contravention of this Policy
Individuals found to have contravened this policy may receive verbal or written warnings and reminders that compliance with this policy is mandatory. Based upon the nature, severity and frequency of abuse, Hope Air may also limit or suspend communication and suspend eligibility for future travel support, at any time, in its sole discretion, where disrespectful conduct, including but not limited to harassment, threats or intimidation has occurred.
6. Temporary or Permanent Restrictions
Hope Air may, in its sole discretion:
– Restrict client or caregiver contact to written communication only.
– Require that future communication occurs through a designated Hope Air staff member.
– Suspend or permanently discontinue service to the individual, or take other actions as deemed appropriate for the situation.
7. Reporting to Law Enforcement
Where appropriate, Hope Air shall contact law enforcement authorities, in situations where an individual makes explicit threats of violence or harm to staff, volunteers or others. Reporting to appropriate authorities will also be made with respect to:
– Actions by an individual that includes stalking, physical contact or attempts to access Hope Air premises without permission.
– Hope Air receives sexually explicit, threatening or hate-based communications.
– There is evidence of ongoing harassment despite prior warnings.
– If Hope Air believes that someone’s safety is at risk.
Hope Air is committed to providing service to individuals applying for or receiving medical travel assistance, in accordance with the terms and conditions of eligibility and program and service delivery, as may be updated and amended from time to time. Eligibility requirements for Hope Air support are detailed on the Hope Air website at www.hopeair.ca
Hope Air has a responsibility to ensure that its staff, volunteers, and representatives work in an environment free from abuse, threats, or harassment. This policy outlines how Hope Air will respond when applicants, clients, travel escorts or other third parties engage in behavior that is abusive, disrespectful, or otherwise inappropriate toward Hope Air staff and volunteers.
2. Scope
This policy applies to:
All applicants, clients, client family members or friends, travel escorts or caregivers, interacting with Hope Air through any means — including telephone, email, social media, in-person events, or written correspondence.
3. Principles
- • Respect and Safety: Hope Air staff, volunteers and representatives have the right to be treated with respect and without fear of abuse, aggression, or harassment.
• Access to Service: Hope Air operates its program, in accordance with terms, conditions and policies, as outlined in our application, email communications, website, over telephone and other means.
• Zero Tolerance for Abuse: Abusive, threatening, or discriminatory behaviour will not be tolerated.
4. Examples of Abusive or Disrespectful Conduct
Examples of abusive or disrespectful conduct includes (but is not limited to):
– Use of profanity, slurs, or discriminatory language.
– Verbal abuse, yelling, insults, or intimidation (including over phone or email).
– Threats of violence, or harm to an individual or others.
– Repeated demands or communication after being asked to stop.
– Harassment, stalking, or personal attacks on Hope Air staff or volunteers in any manner including social media.
5. Contravention of this Policy
Individuals found to have contravened this policy may receive verbal or written warnings and reminders that compliance with this policy is mandatory. Based upon the nature, severity and frequency of abuse, Hope Air may also limit or suspend communication and suspend eligibility for future travel support, at any time, in its sole discretion, where disrespectful conduct, including but not limited to harassment, threats or intimidation has occurred.
6. Temporary or Permanent Restrictions
Hope Air may, in its sole discretion:
– Restrict client or caregiver contact to written communication only.
– Require that future communication occurs through a designated Hope Air staff member.
– Suspend or permanently discontinue service to the individual, or take other actions as deemed appropriate for the situation.
7. Reporting to Law Enforcement
Where appropriate, Hope Air shall contact law enforcement authorities, in situations where an individual makes explicit threats of violence or harm to staff, volunteers or others. Reporting to appropriate authorities will also be made with respect to:
– Actions by an individual that includes stalking, physical contact or attempts to access Hope Air premises without permission.
– Hope Air receives sexually explicit, threatening or hate-based communications.
– There is evidence of ongoing harassment despite prior warnings.
– If Hope Air believes that someone’s safety is at risk.