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Resident Care & Safety

The Long-Term Care Task Force on Resident Care and Safety was launched in November 2011 in response to media reports of incidents of abuse and neglect in Ontario Long-Term Care Homes. The Task Force published its report in May 2012 and has released updates on the action items on a regular basis. For more information on the Task Force visit

Family Council & Family Councils Ontario Related Action Items

Family Councils Ontario (formerly Family Councils' Program) is part of the leadership team for four of the action items detailed in the report. To read the report visit

Action 3: This action item is focused on working with a team of sector and community organizations (Health Quality Ontario, the Ontario Long Term Care Association, the Ontario Association of Non- Profit Homes and Services for Seniors, the Ontario Association of Residents’ Councils and the Ontario Family Councils’ Program) to identify indicators of abuse and neglect and quality of life.

Action 4: This action is focused on working with a team (Health Quality Ontario, The Ontario Long Term Care Association, the Ontario Association of Non- Profit Homes and Services for Seniors, the Ontario Association of Residents’ Councils, the Ontario Family Councils’ Program and Concerned Friends of Ontario Citizens in Care Facilities) to develop a standard family and resident satisfaction survey.

Action 10: This action is focused on encouraging Councils to identify and plan one tangible action directed to preventing abuse and neglect.

Action 11: This action item is focused on working with a team to make resources available on abuse, neglect, residents’ rights, respect and safety, zero tolerance, power of attorney, whistle blower protection, the MOHLTC action line and other topics relevant to care and safety.

Resources Available on Resident Care & Safety

Family Councils Ontario has compiled the following information that Family Councils can use and explore to support resident care and safety. We will continue to add to this information as more resources are reviewed and developed and as more Councils share what they have been doing.

Please explore the following organizations and materials and let us know of any that you have found helpful that we could add to this list of resources.   

Elder Abuse Ontario

Elder Abuse Ontario is one of the best resources regarding education and training on elder abuse and neglect. Please contact them directly to explore the possibility of having them present at your Long-Term Care Home or Family Council meeting. To make a rewarding evening contact Family Councils Ontario and explore how hosting an ONPEA evening and inviting other Councils from other Homes might work for your Council. Visit for more information.

Head Office:

2 Billingham Road, Suite # 306
Toronto, ON, M9B 6E1
Tel: 416-916-6728

Executive Director: Maureen Etkin,

Office Manager: Mary Mead,

Connect with your local EAO network:

If you are unclear about which network you are in just call any of the networks or main office (416-916-6728) and they will ensure you are connected to the right office.

1. GTA: Monita Persaud, 416-916-6748
2. North East: Josee Miljours, 705-698-5779
3. North West: Rachel Garrick, 807-356-0688
4. Central East: Raeann Rideout, 705-876-1122 ext 327
5. Central West: Rochella Vassell, 416-916-6728
6. East: Conny Menger, 613-295-3955
7. West: Sheila Schuehlein, 647-393-3891

Seniors Safety Line

EAO operates the Seniors Safety Line, a province-wide hotline to assist at-risk seniors. In the event that you suspect or witness any kind of abuse, the Seniors Safety Line can be reached at 1-866-299-1011. This is a 24/7 toll free line to support abused seniors and their families. It provides immediate safety planning, information and support and referral to community resources. Calls can be answered in over 150 languages.

National Initiative for the Care of the Elderly (NICE)

NICE is an international network of researchers, practitioners and students dedicated to improving the care of older adults, both in Canada and abroad. The members represent a broad spectrum of disciplines and professions, including geriatric medicine, gerontological nursing, gerontological social work, gerontology, rehabilitation science, sociology, psychology, policy and law. The scope of NICE is far reaching. 

The Elder Abuse Theme Team is working on numerous tools around the detection and prevention of elder abuse on an international scale. NICE has an Elder Abuse Assessment, Prevention and Intervention Toolkit that is available on line.  You can print the toolkit and use it as a basis for discussion at a Family Council meeting or use it for a series of meetings. Contact NICE through their website for more information and resources:

Advocacy Centre for the Elderly (ACE)

The Advocacy Centre for the Elderly is a legal clinic that specializes in issues for elders. They have an extensive website that includes information on elder abuse and Residents’ Rights.  Visit their website to learn more:

Ministry of Health and Long Term Care ACTION Line

The Ministry of Health and Long-Term Care’s ACTION Line can be used for anonymous reporting of any issue related to Long Term Care Homes, including suspected abuse or neglect.

The Long-Term Care ACTION Line is open seven days a week, from 8:30 a.m. to 7:00 p.m., and can be reached toll-free at 1-866-434-0144.

Family Councils Ontario Online Resources

Family Councils Ontario developed and posted series of short videos on YouTube that are from a presentation done by the Ministry of Health and Long-Term Care Education Coordinator on the 'Abuse Decision Trees: Licensee Reporting of Abuse and Neglect.' These videos discuss the process for reporting of abuse and neglect by the Long-Term Care Home Licensee in a manner appropriate for families.

These short videos can be shown at Council meetings along with a discussion. It is a useful and easy to use tool to begin learning about the definitions of abuse and neglect and what the Home’s responsibilities are if it occurs. You can find the videos at

You can access the Abuse Decision Trees and other relevant resources on our website:

What are Family Councils working on to support resident care and safety?

1. A Family Council worked with their management team to encourage the staff to become aware of the benefits of the Montessori Method for helping residents (particularly those with dementia). As a result, several members of the staff visited a Home nearby who has implemented Montessori methods in their Home.

2. A Family Council is working with management to install cameras in all common areas of their Home.

3. A member of a Family Council attended one of ONPEA’s conferences and was able to connect with the ONPEA network. This has helped the Family Council link with local resources and education opportunities regarding identifying and reporting abuse and neglect


Please feel free to call the Family Councils Ontario staff to discuss any of these ideas and suggestions further. Share what your Council is doing with us so we can add it to this list and inspire other Councils.  As we often say – steal shamelessly and share generously!