Who we are
The Federation’s mission is to publicize the mandate of Centres d’assistance et d’accompagnement aux plaintes (CAAPs), help them carry out their mission, encourage their members to share ideas and consult with each other, and act as a spokesperson for their collective interests.
FCAAP is attentive to its members’ needs and promotes their interests. It brings together fourteen (13) of the sixteen (16) CAAPs in Quebec’s health and social service regions.
Our areas of expertise
The National Assembly of Quebec adopts the Act respecting health services and social services, establishing the health and social services system as we know it today.
The Quebec government conducts a major overhaul of the health and social services system, introducing the complaint examination procedure and placing users back at the centre of the network by prioritizing their rights.
The Minister of Health and Social Services designates community organizations in all regions of Quebec to set up assistance and support services for health and social services complaints. The selected organizations quickly become aware of the challenges of implementing such services.
In order to help the organizations implement services and fulfil their mandate, the complaints assistance and support centres create Regroupement provincial des organismes communautaires d’assistance et d’accompagnement (RPOCAA).
Members of RPOCAA become legally constituted organizations and adopt a common name: Centres d’assistance et d’accompagnement aux plaintes (CAAPs).
The CAAPs adopt a common logo.
RPOCAA officially becomes Fédération des centres d’assistance et d’accompagnement aux plaintes (FCAAP).
The Federation’s mission
The mission of Fédération des centres d’assistance et d’accompagnement aux plaintes (FCAAP) is to:
- Raise awareness of the CAAP mandate among the general public, provincial health and social service groups, and policy makers. To do this, the Federation makes several dozen representations per year.
- Help CAAPs fulfil their mission by providing them with a range of services, including working and communication tools to help them increase their visibility and the quality of their assistance and support services.
- Encourage CAAPs to share and circulate information.
- Act as spokesperson and represent CAAPs before political, administrative, and financial decision-making bodies (where applicable) with the aim of increasing their visibility, credibility, and influence.
- Encourage members to consult and work together.
- Develop content expertise, in particular by submitting briefs to parliamentary committees on specific health and social service topics of public interest.
Our Board of Directors
The Federation has a Board of Directors (BoD) composed of five directors elected from among designated members of affiliated CAAPs: four (4) directors who sit on member CAAPs’ Boards of Directors and one director elected from among the CAAPs’ executive directors.
Marjolaine Massicotte / President (CAAP Mauricie-Centre-du-Québec)
Céline Robert / Vice-President (CAAP Abitibi-Témiscamingue)
Manon Cloutier/ Treasurer (CAAP Chaudière-Appalaches)
Serge Arel / Secretary (CAAP Estrie)
Guy Monette / Director (CAAP Capitale-Nationale)
The FCAAP team
Nathalie Dubois, General Director
Nathalie Dubois has a bachelor’s degree in Business Administration and a strong background in development, marketing, and communications. She has worked in various fields, including finance, graphic communications, and newcomer support.
Sébastien Harvey, Coordinator
Pierre Trahan, Communication advisor