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Bureau de l'ombuds - SAC / Ombuds Office - ISC
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‘Meet Your Ombuds’ Town Hall
On January 18, 2023, the Ombuds Office hosted a virtual Town Hall titled "Meet Your Ombuds: Dr. Nadia Ferrara, a unique approach". During the one hour all-staff event, Dr. Ferrara explained the Ombuds role and how she will support the department and employees into the future.
The presentation was followed by a panel discussion with Dr. Ferrara and Taiwo Lewis, Associate Director for the Inclusion, Diversity, Equity and Accessibliity (IDEA) Secretariat.
As time did not permit all questions to be addressed during the event, responses are provided below under the following five themes:
- Ombuds Independence, Role and Approach
- How the Ombuds Office works with organizational partners
- Support for Indigenous Employees
- Inclusion, Diversity, Equity and Accessibility
- Return to Office
Discussion Highlights
How have your experiences as a therapist, an educator, an author, and a federal public servant shaped your unique approach?
Nadia: From an early age, I have always been a helper, an empath. My goal is ensuring the person I’m with feels cared for, listened to, supported. I have been doing this forever – being an Ombuds is full circle for me.
We work in a system where it can be challenging to influence change and move beyond the status quo. Within this context, what leads to your sustained motivation to humanizing the public service?
Nadia: I do get discouraged and frustrated. But in these moments I recognize my humanity, and connect with the fact that I am a hope giver. If I can give a sense of hope to another, and allow a space for somebody to connect with their humanity, that is my reason for being here.
You are a pioneer of cultural humility training within the federal public service. How important is cultural humility to advancing inclusion, diversity, equity, and accessibility?
Nadia: I’m a strong believer in Cultural Humility as a pathway to accountability. We need to commit to being teachable. We are people, working with people, and working for people – I put the focus on the person in front of me, as the expert of their lived experience. We need to embrace this with a sense of urgency as this is very much tied to Inclusion, Diversity, Equity and Accessibility. I look forward to the day that IDEA is not a separate program, a silo, but is embedded in everything we do.
Taiwo, speaking of Cultural Humility, how do you practice it in your daily work?
Taiwo: One of the major initiatives of the IDEA Task Force was a humble interactions campaign, that we need to understand that we don’t have to have all the answers, but we need to listen, and give ourselves space to grow and learn. And not be defensive - sit, listen, and understand what someone is experiencing. To me, that’s a good place to start and build from.
Taiwo, Indigenous Services Canada is taking a unique approach by placing the IDEA portfolio within the Ombuds Office. Can you share about the work of the IDEA task force and how the Ombuds Office is positioned to support that work?
Taiwo: Moving this work within the Ombuds Office and having Nadia’s leadership and lens provides real-time data on what employees are experiencing; we can get input from the Ombuds at the ground level to guide policy and the review of our systems, and in that we have a unique opportunity to serve as a model within government.
Ombuds Independence, Role and Approach
If a person files a job competition complaint, how would it work if you report directly to the Deputy Minister and the Deputy Minister for any complaint is the respondent? That does not seem like arm’s length!
Does the Ombuds report to the Deputy Minister or the Department for that matter? How does this incite confidence in an ombudsperson...if the person is intimately tied to the interests and objectives of the very site and infliction of harm - translated via department or Deputy Minister or employer for that matter?
The Ombuds Office operates independently from the chain of command, therefore the Deputy Minister does not have the authority to approve or oversee the Ombuds’ work. The Ombuds Office takes confidentiality very seriously and we take every reasonable measure to protect your information. Our raison d’être is to support employees and their wellbeing and rest assured that we will never share any information about a specific case – what goes to the Ombuds, stays with the Ombuds. We only raise trends that may highlight systemic issues with the Deputy Minister, and we can do so effectively without providing any specific, identifying information.
Hello, would you be so kind as to tell us who oversees your office? Who does the Ombuds report to?
The Ombuds Office is housed within the Deputy Minister's office, but we operate independently. As an Ombuds, I am a member of a federal Ombuds committee, as well as a national and international association.
Dr. Ferrara, you mentioned confidentiality. I wanted to know whether written correspondence with you or your team is subject to the Access to Information act?
We strive to provide confidential services to employees. This is a matter that our office can discuss with you upon contact as your confidentiality is our highest concern.
What would the normal process be in communicating with Ombuds Office? For example, would someone get in touch, set up a meeting to speak about concerns? Would there be potential follow-up depending on the issues raised?
You can email the Ombuds Office confidentially at ombuds@sac-isc.gc.ca. The Client Services Coordinator will respond and provide support and guidance and ensure that the client’s needs are met, including scheduling time with the Ombuds. Once the Ombuds and client have a session, the Client Services Coordinator will contact the client for any follow ups. Business hours are from Monday to Friday, 9 am to 5 pm (ET). Staff will answer all emails received outside these hours on the following business day.
How can we distinguish whether to take a matter to a direct supervisor vs the Ombuds?
The Ombuds Office acts as an informal sounding board that can help you determine next steps. What comes to us, stays with us. There are no obligations to act, or launch a formal process, if you come to us. You are more than welcome to reach out to our office and we can help guide you to determine the best approach.
Are you responsible for complaints or disclosures of wrong doing?
We welcome those who wish to discuss workplace issues and wrongdoing. If someone wishes to disclose wrongdoing, we can refer them to the Centre for Integrity, Values and Conflict Resolution.
Does the Ombuds Office have the capacity to provide services in French?
The Ombuds Office offers its services in both official languages.
Do you have the authority to act without a formal complaint?
Please feel free to contact our office if you wish to file a complaint or seek advice. The Ombuds Office is here to support you and to help you develop a strategy to address the issues.
Do you collect complaints/concerns ongoing with Phoenix issues?
Yes, the Ombuds Office is concerned with all matters that negatively impact employees. Please feel free to reach out should you have any Phoenix issues. We are here to listen and support you but we do not help resolve pay issues – the pay center is there for that.
What kind of authority is behind suggestions put forward to senior management by the Ombuds Office? What is the process like after a suggestion is made in terms of actualizing it?
An Ombuds is a must-have rather than a nice to have as we are here to raise the accountability bar for all public servants. Senior management is fully aware that when recommendations of an Ombuds is shared, they should listen very attentively and commit to action. We are informal yet we use the power of moral suasion in hopes to inspire others to do better, be better.
In the outreach/engagement with the Regions, can there also be specialized outreach for employees who live in the regions but report to HQ?
We are happy to tailor an outreach to meet your needs in the regions. Please contact our office to schedule something.
Will your office be scheduling outreach with regional offices?
The Ombuds does plan to meet with regional offices and will continue to schedule outreach as it is requested. If you would like to invite the Ombuds to speak to your team within a specific time frame, please contact our office and we would be happy to facilitate.
Will this office look at the responses given when a Public Service employee completes the yearly Public Service Survey to see if there are trends from region to region and bring these forward to the Deputy Ministers. One size does not fit all I think people need to keep this in mind. We need empathy and kindness to each other.
Yes, the Ombuds Office will definitely review the Public Service Survey and raise issues to senior management.
Does the Ombuds Office offer support that is culturally sensitive? Being able to speak to someone who understands, or even is open to, understanding issues of racism, colonialism, sexist, and others, is so important for some people to feel like they can actually be open about issues they are seeing or experiencing. The team looks diverse, but wondering how that space is being built systemically.
Our work is based on the principles of Cultural Humility, and it is trauma and resilience-informed. Our office truly believes people need to be at the center of our work, and we try to help humanize bureaucracy by incorporating humility into our approach. We believe this supports stronger relationships founded on trust, understanding, and compassion.
The Ombuds also offers Cultural Humility training; if you are interested in arranging a cultural humility presentation for your team, please contact the office at ombuds@sac-isc.gc.ca.
Welcome Ombudsperson Dr. Ferrara. I value your outlook and approach. Your view on people first is not in alignment with many upper management viewpoints. Which is a shame. My question is, do you have any ideas on how you will approach and manage this current environment.
As your Ombuds, my goal is to put a compassionate, human-centered approach into practice and model the behavior I wish to see. I hope I set the example that other leaders can look to and follow. I continue to deliver Cultural Humility training in hopes to inspire others to join me on this journey, and my audience includes the upper management level. I am always here to provide guidance and support in practicing a human-centered, trauma-informed approach.
Dr. Ferrara, what is your approach to reconciling organizational conflicts or contradictions that may arise from Government of Canada policies (e.g. Financial Administration Act) and our desire to better implement concepts such as Inclusion, Diversity, Equity and Accessibility in front line services?
My approach is to raise awareness, speak truth to power, educate colleagues, learn from best practices in place and embed the principles of Inclusion, Diversity, Equity and Accessibility in all that we do – not as a silo or separate program or policy.
I understand this must be a wholistic approach, that recognizes change must be reflected internally and externally. I understand that the Department is reviewing employee system as well as external facing programs and policies for how we can remove systemic barriers and promote anti-racist policy. I have asked to be kept updated on these critical initiatives through regular updates from senior leadership and the IDEA Task Force.
How does this office plan to eliminate work place silos in the regions which can cause work place conflict and undue stress to employees?
Our office is here to support you; part of that support includes providing recommendations on systemic issues to encourage meaningful change, as well as provide you with strategies to help you deal with an immediate issue. Please reach out to our office so that we can support you, and know that what we hear is very important for us to make evidence-based recommendations that are relevant and responsive to employee’s needs.
How the Ombuds Office works with organizational partners
There appears to be a lot of duplication between the role of the Informal Conflict Management System (ICMS) and the Ombuds Office. What is the exact difference and how will they work together to avoid duplication or confusion?
The Ombuds Office is a sounding board where employees can reach out as a first step for confidential guidance and advice in an informal way. We can help you determine next steps, and are prepared to support you no matter what your goals and desired outcomes are. We work closely with the ICMS to ensure that employee’s needs are met, no matter the issue.
What is the difference between the Ombuds and the Union?
Unions are a formalized organization that fall outside of any department’s organizational structure. The Ombuds Office is inside of the department yet operates at arm’s length and assists clients in a confidential, informal way.
What is the relationships between the Ombuds and the Unions?
Both the Ombuds and the Union representatives are here to support employees. The Ombuds acts as a sounding board that offers an informal way of providing advice and guidance. The union representatives support the more formal investigations of workplace related experiences.
Support for Indigenous Employees
How does the Ombuds Office see themselves supporting Indigenous Employees specifically as sometimes we face unique Challenges and issues in the workplace.
We understand that every individual and every situation is unique. We know that Indigenous colleagues face many challenges in the workplace and we honor and respect their resilience. For this reason, the Ombuds uses a human-centered, trauma-informed and strength-based approach when supporting an individual through an issue or concerns, and no matter the problem at hand, will provide support based on the individual’s needs, desires, and requests.
Does the role of Ombuds include requiring ISC's accountability for programs like Jordan's Principal and acting as a federal advocate for the First Nations Child and Youth? Or is this position solely for advocate employees only?
While the purview of my position is focused internally on support for ISC employees, moving IDEA under the Ombuds means I have a unique perspective on the important work underway to address inequity faced by the Indigenous communities the Department serves. This includes the independent evaluation of department processes in response to the Canadian Human Rights Tribunal(CHRT) summary decision (2022 CHRT 8) regarding long-term reform of First Nations Child and Family Services and a long-term approach for Jordan's Principle. Through the IDEA Task Force, I have asked to be kept updated on the progress of this important work.
Will you also support members of Indigenous communities who make complaints?
Currently, the ISC Ombuds Office only deals with internal complaints.
With the announcement of Minister Miller, on MMIWG, will you be connecting with the MMIWG Human rights Ombuds?
Yes, and I look forward to meeting this Ombuds!
Wondering if there is any help and support for Indigenous employees having issues with provincial governments and provincial systems. I am Métis and my ancestors have been for as long as I can remember. I have all my documents of lineage to prove it, and yet the provincial gov process is not effective. I was recognized by the Métis Nation of Ontario and now being discrete.
I would welcome discussing this further with you. Please reach out to my office if you would like to discuss options for a path forward.
Inclusion, Diversity, Equity and Accessibility
Can you please speak a bit about the change in name from "Diversity, Inclusion, Equity and Anti-Racism" to "IDEA". How does anti-racism fit into this work? What went into the choice to remove Anti-Racism? Glad to see accessibly at the forefront!
Anti-racism is a crucial aspect of the work of we do in the Ombuds Office and the Inclusion, Diversity, Equity, and Accessibility (IDEA) task force. The removal of the term "anti-racism" from the task force's name does not diminish the importance of addressing and dismantling systemic racism within the department. Rather, it reflects a holistic approach to IDEA, recognizing that all forms of discrimination and oppression are interconnected and must be addressed in a comprehensive manner.
Anti-racism is the active process of identifying and challenging the ways in which racism operates in individuals, systems, and institutions. It is a necessary component of creating a truly inclusive and equitable environment for all members of the department. The Ombuds Office will continue to support the work of the IDEA task force in creating and implementing policies and practices that combat racism and promote equity and inclusion. We will amplify their work as they strive to identify and dismantle systemic barriers that affect marginalized communities, including those that are based on race, ethnicity, gender, sexual orientation, ability, and more.
I would like to know more about your "scope" of anti-racism. I was told by a very high-level EX that at ISC, the focus of anti-racism is only on the harm Indigenous colleagues have suffered. Therefore, for example, in the beginning of the pandemic, while the hate against Chinese people and community was raising, my cry of help to the Department was ignored.
I am deeply sorry to learn about the experiences you had. I agree that the Department needs to recognize the deep impact public crisis such as the increase in reports of Anti-Asian violence and sentiment have on employees and ensure systemically marginalized employees feel seen, held and supported. Rest assured that racism of any kind has no place in ISC, the federal public service, or in Canada.
We sincerely believe that anti-racism work should focus on addressing and dismantling all forms of racism. While the focus on Indigenous public servants is critical to the mandate of Indigenous Services Canada, our department is working to address the impacts of discrimination and hate against all people including those who experience the tremendous harms of anti-Asian hate and racism. This includes creating sustained support through the IDEA Secretariat for employee driven networks to highlight the real and lived experiences of employees.
How do you plan on addressing systemic racism? Identifying and eradicating unconscious and blatant bias? Discrimination?
As an Ombuds person, my role is to serve as an impartial and confidential resource for individuals seeking to address many issues including those related to systemic racism, unconscious bias, and discrimination.
I understand that ISC is working to address systemic racism, including a thorough analysis of our policies and practices to identify areas where systemic racism may be present. I will continue to raise my voice, help increase self-awareness and speak truth to power. I will be reviewing the data on the demographic makeup of the organization workforce, analyzing patterns of promotion and advancement, and assessing the level of representation and inclusion of underrepresented groups in leadership positions.
I am providing oversight of the work underway organization wide in response to the Call to Action on Anti-Racism, Equity, and Inclusion. In addition to filtering this work through a lens that is informed by the real-time experiences, concerns and issues we hear from employees, I will be including progress on IDEA initiatives in my annual reporting.
As an advocate and champion for cultural humility across the government, I will continue to work to raise awareness of how bias, workplace aggressions and discrimination impact our worksites.
In dealing with discrimination, my role will be to provide a confidential and impartial resource for individuals who have experienced discrimination to come forward and report their concerns. I will also work with leadership to ensure that they have a clear and transparent process in place for addressing and investigating complaints of discrimination. I will also encourage Departmental leadership to ensure that all employees are aware of the organization's non-discrimination policy and the process for reporting discrimination. What I hear will also inform the trends and themes that will be shared in my annual reporting and communications.
We have heard the word “equity”/”equitable” a lot recently. Is helping employees determine their individual needs to ensure the workplace is equitable for them something that the Ombuds Office can to?
Helping employees determine their individual needs is a crucial step in promoting equity and fairness in the workplace. As an Ombuds, my role would be to provide impartial and confidential assistance to employees in resolving workplace issues. This includes supporting policy that addresses potential and existing disparities that act as a barrier to the hiring, promotion and retention of employees.
How can you ensure that action is enforced? I have witnessed lateral violence that is racist in nature where management did not step in or support in any way. I hope this can help us because there is a real problem with racism here and also there are issues with client service delivery that are being ignored.
Thank you for your courage in sharing. The Ombuds is here to provide a listening ear, to guide, and give advice and support. Please reach out to our office to discuss your lived experience.
Has the move of the employee networks and other activities involving diversity, inclusion and employment equity also included a recognition of the budget needed to adequately support these activities earnestly and creatively? I ask because formerly the Ombuds Office structure has included a smaller organization with a limited budget which would not suffice the breadth and depth needed around truly and honestly implementing real change for diversity and inclusion. Understanding that the move may increase the profile of diversity and inclusion, has there been a discussion around adequately supporting the work needed and what has been heard by employees to create real change on a number of issues to increase diversity and inclusion? Example: moving forward on the Clerk's message in 2021.
We know this work cannot be done off the side of the desk. Moving the work of the IDEA Task Force, Leadership Council and Secretariat under the Ombuds Office provides a stable structure to advance these important files.
Making real sustainable change requires adequate resources and support. I am committed to ensuring the IDEA Secretariat and Taskforce have the resources they need to fulfill their mandate within ISC.
There has been a lot of work done by various committees, how will this work be amalgamated to eliminate the duplication that exists? For example, Indigenous Voices Council, IDEA, work on CHRTC, Calls to Action on Reconciliation, lots of overlap and duplication with little results.
It is important to ensure that all efforts to address equity issues are coordinated and efficient. One way to achieve this is to support regular communication and collaboration between the different networks, committees and teams working on equity issues. This is why the IDEA Task Force has been expanded to include representation from employee networks, HR, Communications and teams from sectors and regions across the department.
Not only is this supporting truly collaborative, transparent policy development; the expanded Task Force supports information sharing that helps leverage and build upon existing data and processes, and reduces duplication of efforts.
These issues are complex, and it will take a multifaceted approach to address them. By fostering collaboration and coordination, the Ombuds Office and IDEA Secretariat is helping to ensure that all efforts are aligned and that resources are used effectively to achieve the goal of building a workplace in which employees feel truly welcomed and supported.
If you would like to discuss an initiative and opportunities to engage in the work of the Task Force, you may contact Taiwo Lewis by email at conseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca.
How will disclosure be handled regarding accessibility needs? Is there training to support folks at all levels?
We are here to listen and support all employees. We can help guide employees to the resources available. The Ombuds Office is also providing valuable input to development of the Accessibility Plan.
All employees deserve to feel safe and supported in their working environments. As a champion for cultural humility, I would be pleased to meet with teams to discuss how we can ensure everyone is treated in a fair and equitable manner.
I also encourage you to explore valuable training that can be accessed through ISC’s GBA+ Responsibility Centre.
Return to Office
Are issues employees facing with the return to office directive within the purview of your role?
Another question related to back to work. At home I have an ergonomic set up. They are mandating back to work for 1-3 days but saying if I am not there full time they will not put an ergonomic resource in place for me. How can they force me to be uncomfortable all day for those 1-3 days.
The announcements to go back were, and still is, lacking any language addressing accessibility/accommodation. It is still being presented as a mandatory no exceptions policy. It's made many people including myself, very hesitant to advocate for our needs. Is there any way to address this going forward?
Our team acknowledges that employees are facing many challenges associated with the return to office mandate, and we are committed to raising these concerns to the Deputy and Senior Managers to ensure they are aware of the lived experiences of employees with regards to return to office.
Please reach out to our office if you would like to discuss your individual situation, we are available to support you.
How are Ombuds consulted across the federal public service to influence change and to recognize the views of the employees? For example, were you consulted on the TBS mandate back to the office and how that change will come about after almost three years of highly effective remote working?
As of this time, the Treasury Board did not consult the ISC Ombuds Office in regards to return to office. Please reach out to our office if you would like to discuss your individual situation, we are available to support you.
Do you have any comments or updates regarding the return to work and hybridization, specifically in regard to those needing accommodations and/or exceptions?
We all need to work on listening more profoundly to individual needs and experiences. As Ombuds, I commit to sharing issues raised to senior managers so together we can all learn more and support each other better.
About Our Banner
The Ombuds office visual identity banner is inspired by the artwork of Emily Brascoupe-Hoefler, a senior policy analyst in the Strategic Policy and Partnerships sector at Indigenous Services Canada. Emily is also an incredible mixed media artist and educator who creates pieces of art inspired by her family, community teachings and her experiences on the land. Emily’s pieces have been displayed in public spaces across the NCR. Her most recent artwork Pangawogo Ninga Akì – meaning Heartbeat of Mother Earth in Anishinaabemowin – can be viewed at the Kipnes Lantern located inside the National Arts Centre’s Canal lobby in Ottawa. See more of her work at www.emilybrascoupe.com.
