The Listening Ear

The Listening Ear
759-7225

What is a listening ear?
The listening ear is used by the agency as a confidential voice mail service available to all Pioneer Center clients and operates 24 hours a day. This service provides individuals with an opportunity to comment on the services they receive. The voice mail is not used for any other purpose.

Why does it exist?
The Listening Ear is designed to aid in the identification of issues in the lives of the people served to help ensure that these issues are addressed in a timely fashion. Individuals are encouraged to call the number whenever they wish to make a comment. All information received is assured that the highest standards of integrity and confidentiality will be held. This system is kept strictly confidential. This system was designed to provide clients with an alternate way to one more avenue in which the people supported give the agency feedback.

How does it work?
Messages are retrieved by the Human Rights Committee Chairperson (Jason Clark), who is responsible for making the initial follow-up to the concern on issues identified. He addresses the issue, while maintaining as much confidentiality as possible while still addressing the issue. The relevant committee member (listed below) is notified of issues within his/her program area for additional follow-up. If necessary, the Vice-President of Operations, Dan Haligas, will be notified and is informed of serious issues.

What is a staff member’s role?
A staff member may be asked by an individual for assistance in placing a call to the listening ear. The staff should provide the minimal amount of only what assistance is necessary allowing for the individual to make the call and allow the caller to have complete privacy to voice their concerns when completing his/her call.

How does the client access the system?
The hotline number should be posted at all Pioneer agency phones. Clients should also be offered information on the function and a demonstration by the manager, QMHP/QHSP, or supervisor. The number is 815-759-7225.

Pioneer Center HR Committee Members (as of 2/1/08)
Jason Clark, HR Chairperson
Kris Murray, Co-chair
Mary Lou Philbin, member
Sarah Walker, member
Joyce Fisher, Options & Advocacy
Tom Tews, pastor
Two client / consumer representatives