Although the current complaints process is not optimal , by providing support to those involved with the process we can bring compassion to a challenging area for all involved . The role of the Navigator has now been implemented into our usual processes and divided between the Associates on our Investigations team .
Strategy 2026 cont ’ d CVO Annual Report 2024 | 13
Grief resources : The College continues to offer a supportive webinar for grieving pet owners . The College has engaged Homewood Health to provide a one-hour session to assist participants in navigating and processing their grief . The presentation aims to help participants understand the grief process , learn healthy ways to cope with the loss and start on a healing process , and includes question and answer time with a professional . The presentations are offered quarterly and are attended by 24 individuals , on average . Better managing grief will allow those that choose to file a complaint to better engage in the complaints process and deescalate the level of emotion that is sometimes present in these complaints .
Compassionate regulation : The College seeks opportunities to enhance its relationship with the public and its licensed members . This work includes exploring opportunities that create a more positive experience for our customers . A refreshed version of our Service Charter will be published soon .
IDEA action plan : In the second year of the College ’ s action plan on inclusion , diversity , equity and accessibility , we focused on training for Council , committee and staff . Topics explored have included anti-racism , micro-aggressions , unconscious bias , and allyship .
Navigator role : A number of strategies have been implemented over the last couple of years to attempt to manage the volume of complaints at the College . One strategy that has been implemented is the Complaints Navigator role . Focused on customer service and evolving from our commitment to compassionate regulation , the navigator role communicates with all involved in the complaint to clarify the process and its potential outcomes , provide resources and set reasonable expectations .
Although the current complaints process is not optimal , by providing support to those involved with the process we can bring compassion to a challenging area for all involved . The role of the Navigator has now been implemented into our usual processes and divided between the Associates on our Investigations team .