Compliance Auditing – Guidance for Service Providers

No, volunteers cannot be included in Service Level Reports. In the Service Level Guidance for Service Providers, service levels are defined as, “…the quantity of services [hours staffed that have been paid through a CLBC contract] that has been planned [and]…made available and delivered to individuals”. Volunteers aren’t paid wages, so cannot be included in Service Level Reporting.

Yes, they can. Contracted service levels are the number of hours staff have been paid using funds through a CLBC contract; the number of hours an individual experiences may differ. For example, a staff member is paid four hours to provide support to three individuals. The total service hours experienced by the individuals is 12 (3 x 4 = 12). However, the contracted service level (hours paid to the staff person to deliver the service) is four; four is the number that would be reported in your Service Level Report.

No, fee-for-service hours cannot be included in Service Level Reports as staff are not being paid with funding provided through a CLBC contract. Instead, staff wages are paid through the fee-for-service. Service Level Reports are only used to track the use of funding for services provided through CLBC contracts.

No, shared living should not be included in Service Level Reports. Rates paid to home sharing providers are based on the individual’s overall needs, not an hourly rate, and therefore cannot be included in Service Level Reports.

Yes, providing workers have the necessary permits to work. Federal law requires anyone working in Canada to be able to legally work. Service providers must ensure workers who are not domestic have a work permit (see section 19.2 of CLBC’s Terms and Conditions).