Governance and Accountability

When you thrive, we thrive.

Customer Service Policy

Community Futures North Okanagan strives to be a service provider of excellence.

Here’s how we do it.

Service Indicators

These Service Indicators are posted throughout the building and are visible to staff, customers and clients.

Having integrity means that we are completely forthright in our dealings.  We say what needs to be said not simply what people want to hear.

Doing right means acting with the best interests of the other party in mind.  We treat each other, our business partners, and our customers with care and respect.

We have great people who want to do well, who are capable of doing great things and who come to work fired up to achieve them.  Great people flourish in an environment that’s liberated and amplifies their energy.

We seek the best in two ways; we cast wide nets to find the best people to hire and the best ideas to adopt, and we base our decisions regarding them on facts.

We can always get better.  We strive continuously to improve our processes, to help people do their job better and to produce higher quality at lower cost.

Management has the responsibility to create an environment that encourages people to speak openly, knowing they will be listened to when they do.  Listening, however, is only a first step.  It’s also key to Respond – if not through direct action, then through acknowledgement or feedback.

Teamwork means focusing on the team’s success, realizing ultimately that the team’s success is your success.  The results? – decisions that are not “mine” or “yours” – but rather, better solutions.

Part of adapting to changing customers’ wants and desires is knowing what our customers want.  CFNO has triumphed in part because we actively solicit input from our customers.

Customers want to benefit from our great ideas sooner – not later.  Moving fast enables us to learn and make better decisions over time.  That’s because the best learning comes from trying out more things in the real world.

We believe that with our success comes the responsibility to give back to our community.  We seek to contribute to the community in ways that reflect broadly held values, have meaningful impact, draw on our unique strengths as a corporation, and, wherever possible, reinforce our community economic development objectives.

Issue Resolution Policy and Process

From time to time, grievances may arise where staff of Community Futures or its Service Delivery Partners is not able to effectively respond. In this situation, those presenting a grievance may need to access progressive assistance in order to find a satisfactory resolution to the issue.

The intent of this process is to ensure that service quality or other concerns that are presented to the organization as issues receive a fair, objective and informed resolution by a reviewer(s) that has sufficient knowledge and expertise to address the issues.

Click here to learn more about our issue resolution process

Click here to learn more about our decision review policy and process