About Reconnect
Reconnect Health Services is a not-for-profit health service organization in the west end of Toronto. Our services include supports for seniors, caregivers, and people living with mental health and addictions concerns.
Our Mandate
Reconnect Health Services is a not-for-profit health care provider in Toronto. We work with people 16+ who are in need of mental health and addictions supports, including counselling for their loved ones and caregivers. We support older adults 55+ with a wide range of services from food delivery to home care, exercise classes, opportunities for social interaction and more.
Reconnect is embedded in the community with several locations across the GTA. We know that healthcare can be complicated. We will ensure that accessing our services is as simple, straightforward, and timely as possible. We are collaborative, client-centred, goal-driven, and we work hard to make sure our clients have the best possible experience with us.
Our Funders
Reconnect Health Services receives the majority of its funding from Ontario Health. The organization also relies on funding from the City of Toronto and the United Way of Greater Toronto. These funds help to maintain the programs and services that support clients to find meaningful change in their lives and on their own terms.
Privacy and Confidentiality
Health Equity
Health equity means ensuring that all people can reach their full health potential regardless of their race, ethnicity, religion, gender, age, social class, socioeconomic status, or any other socially determined circumstance.
At Reconnect, we are committed to providing equitable care to our clients and community. As part of this work, we have started asking our clients demographic questions about their language, race or ethnicity, disability, sexual orientation, length of time in Canada, religion, gender, and income. Collecting this information allows us to understand who our clients are and if any groups are being disadvantaged, so that we can address those inequities. This survey is voluntary and does not affect anyone’s ability to access Reconnect’s services. All survey responses are kept confidential.
Accessibility Statement
In fulfilling our mission, Reconnect Health Services strives to provide all its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access and benefit from our services as other people.
Accessibility on this Website:
This website uses the UserWay Accessibility Widget which is powered by a dedicated accessibility server. The accessibility menu can be enabled by clicking on the Accessibility menu icon that appears on the corner of the page. After triggering the menu, please wait a moment for it to load in its entirety.
Despite our best efforts to make all pages and content fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution. If you are having difficulty with any content on this site or require assistance with any part of our site, please contact us during normal business hours and we will be happy to assist. Our contact information can be found at the bottom of this page.
To access a condensed version of Reconnects Multi-Year Accessibility Plan, please click here. If you require the Multi-Year Accessibility Plan in a different format or would like to access our comprehensive plan, please contact us at contact@reconnect.on.ca or 416-248-2050.
Client Complaint and Feedback Process
How to make a complaint:
While we hope that you do not need to make a complaint about our services, if you do, we aim to make the process easy. There is no special form you need to complete to make a complaint. Just get in touch with us and we will try to resolve it. We suggest that you tell us what your ideal solution is so that we can try and resolve the matter, if possible, in a way that works for you.
- You can make a complaint verbally or in writing (by email, letter, or call) and send it first to the person who you have the complaint about. We strongly suggest this as it is often the quickest way to resolve the issues.
- If you are not comfortable doing so or feel that your concerns have not been resolved, you may contact the manager for your program. You may ask the person working with you for their supervisor’s name and contact information at any time.
- If you raise your concerns with any staff person, student, or volunteer other than the person who is providing the service, you will be directed to the person who is providing the service or their immediate supervisor with an explanation of the organization’s complaint policy and procedures.
- You should also have received a written copy of this complaint process and have it explained to you verbally by the staff person working with you.
Making a complaint on someone else’s behalf:
If you make a complaint on behalf of someone else, we need their written permission to give you any of their personal and confidential information (which we may need to refer to when giving you a response). When we receive your complaint, we will write to the service user concerned and ask for their written consent. If they do not reply to us within three weeks, we will assume that they do not consent. If this happens, or the service user contacts us to refuse consent, we will not be able to respond to you fully, as this could breach our confidentiality obligations and the wishes of our service user. However, we will write to you to explain why we cannot respond in detail. Where possible, we can describe our procedures more generally, which may be enough to reassure you and answer your questions.
What we will do when we receive your complaint (call or letter):
- Carefully listen to, or read, what you have to say and try to clarify the outcomes you are looking for.
- Formally acknowledge your complaint within three working days.
- Ask for your consent before responding, if a complaint is made on your behalf (i.e. by a caregiver, friend, relative, or advocate).
- Ensure the complaint does not affect the quality of your care.
- Consider your complaint carefully, investigate thoroughly and fairly, and try to resolve it.
- Review whether we could have done something better and how we can learn from your complaint to improve the service.
- Formally respond in writing within 10 working days and explain how we investigated it and what the outcomes of the investigation are.
- You may request that the complaint move up the line of authority of the organization until a remedy is found or until Reconnect has exhausted all possible solutions.
- When responding to a complaint, the person providing the service has the option of consulting or involving their supervisor at any point. This option will be exercised in instances where you have invited a representative to a meeting.
What you can do if you are not satisfied with the response:
If the person you have the complaint about is unable to resolve a complaint, you will be offered an opportunity to speak with a supervisor. The role of the supervisor is to resolve the matter to the satisfaction of everyone involved. If a resolution is not reached at this stage, the supervisor will inform you of your right to seek resolution through the Director of Services. If you are not satisfied with the decision made by the Director, you can move the complaint up to the Chief Executive Officer. A letter summarizing the outcome of the meeting will be sent to you within 15 business days of the meeting.
Annual Reports
Reconnect Annual Report 2023/24
Reconnect Annual Report 2022/23
Reconnect Annual Report 2021/22
Multi-Sector Service Accountability (MSAA) Statements
MSAA 2023/24
MSAA 2019-22
Board of Directors
The Board of Directors is comprised of consumers, family members, professionals and interested community members. The Board meets monthly,
and members are elected at our Annual General Meeting.
The Board provides leadership and support to the Chief Executive Officer, approves policies that are compatible with the mandate of the agency, monitors the financial health of the organization and provides on-going evaluation of the CEO to ensure that the goals of the organization are successfully achieved. The Board of Directors also helps to increase the awareness of Reconnect within the community.
Members of the Board
Brian Shiller, President
Leo Bisharat, Vice-President & Treasurer
Jennifer Zosky
Julia Brown, Secretary
Patrick Tannahill
Sonia Nijjar
Trisha Ball
Douglas Crawford
Peter Mueller
Harold Keller
Janet Pause
