Our System of Care

One feature that makes Pivot Point stand out from other agencies is our “hourly billing” approach to fee-for-service. Most other agencies bill one “monthly fee” for enrollment in their program which covers ALL of the staffing and administrative costs of running their agency. The challenge with this approach is that MANY items can be billed under the blanket title of “monthly service” that parents never know about (such as staff meetings, staff training, agency administrative functions, and other non-client related work), in addition to all of the legitimate work that should be billed. In contrast, Pivot Point is committed to billing clients ONLY for services delivered. That means that we do not bill for sessions missed due to child or staff illness, statutory holidays, or vacation time, nor for any other administrative or work related function that is not directly related to a case. Instead, our clients receive itemized invoices every two weeks that clearly identify what services were delivered (by whom, on which date, and with a clear description) right down to the quarter hour! So while we too bill for all of our “client time” (such as direct service, travel time, report writing, client related meetings, phone calls and email, etc.) just like every other professional service provider, we believe that parents have a right to know exactly what they are paying for. We believe that our billing practices are among the most fair, transparent, and accountable in the Province.

At Pivot Point, our goal is to provide the best possible service to each of our client families. However, we recognize that not every family will have the financial resources necessary for their child to achieve this ideal, even with support from the Province’s Autism Funding, CLBC, Extended Health Benefits, or other financial supports. As such, some families may have to settle for something less than the best possible program for their child and family. Fortunately, at Pivot Point, basic Provincial Funding (such as Autism Funding or CLBC funding) will always afford a VERY GOOD program tailored to the needs of each child, adult, and family. However, we believe that families should also know what they can do to make a good program, “BETTER”. In most situations, a “good” program can be made “better” by families contributing a few hours and/or dollars of their own towards increasing the scope of their program. For example, if a family with a child under age 6 can add 5 to 10 hours AND/OR another $100 to $200 a week, the progress made by the child and family will be SUBSTANTIALLY BETTER than that of a “good” program. Furthermore, if this same family had contributed 10 to 20 hours AND/OR $300 or more each week, the treatment gains would not only become maximal but would also be more generalized and long standing in the life of the child and family — truly the best possible service for the child and family. Our commitment to every family is that we will create a very good program with whatever funding is available, and we will help families to understand how they can make that good program better.

The Western Medical Model sees the “patient” as separated from their family and community: the individual is just a carrier of the disease. From this viewpoint, “treatment” can be delivered from the “professional” in a way that is separate from family and community. However, at Pivot Point, we believe that this model is not the best approach to supporting children and families towards making life-long change. In contrast to the medical model, Pivot Point has created a “Community Development Model” which believes that the individual, his or her family, and their community are all interdependent, and that to thrive they must work together. Through this perspective, we see the best “treatment” as one that addresses the primary needs of the individual while strengthening the family, while connecting them to their local community. This makes people feel connected, empowered, and supported as they know they are not alone, and that they can depend on others. Pivot Point harnesses this principle to create resiliency in all three levels.

• Children and adults with Diverse Abilities are recognized for their whole character and potential.
• Families are embraced as essential in the process of change and the building of success.
• Community members are invited to join in with children and parents in their quest for health and happiness.

At Pivot Point, we are highly committed to accountability and to excellence. We want to be the best choice in therapeutic services for children and adults with Alternate Abilities, and we will work hard to achieve this with your family. However, it’s only natural that concerns and disagreements will occur from time to time. So when they do, we try to work together to resolve concerns as quickly and professionally as possible. To do this, parents and individual clients are asked to…

1. Voice any concern about a person or program… DIRECTLY WITH THAT PERSON FIRST. This means finding or arranging a private time to present your concerns either in person or on the phone. If you are not completely satisfied with the resolutions offered and planned at this level, then…
2. Raise your concern with your Program Assistant. Your Program Assistant may already know some details about the situation or concern, but will not know that your concerns have not been addressed until you say so. Again, please find a private time in which to discuss the details of your concerns with your Program Assistant. Your Program Assistant will document your concerns and personally address them with the Care Team Member involved and yourself to arrive at a resolution. If you are not completely satisfied with the resolutions offered and planned at this level, then…
3. Contact your Regional Manager. This person has been behind the scenes the whole time supporting your Program Assistant and team! As such, you may have had a number of different opportunities to interact with your Regional Manager who is available to step-in to offer support when things go off track. If this fails,
4. Contact the agency. Crystal Thompson, is our director responsible for responding to each formal concern and complaint. She can be reached directly via email at Crystal.Thompson@pivotpoint.ca. Alternatively, you can leave a message for Crystal at our front desk 604-531-4544 (be sure to include your name, phone number, and state that you are calling to raise a concern about your case). It is our aim to address each concern or complaint in a fair and timely manner.

However, if you would rather just share a comment or a suggestion, click here to give us your anonymous feedback! This link is for parents, clients, family members, community partners who would like to provide anonymous feedback (positive or negative) to Pivot Point. Please note that because this form is anonymous, Pivot Point cannot respond to these suggestions or feedback.