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Bureau de l'ombuds - SAC / Ombuds Office - ISC (view source)
Revision as of 16:55, 19 March 2023
, 16:55, 19 March 2023→Ombuds Independence, Role and Approach
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.
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?'''
'''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.
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.
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.
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?'''
'''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 [Mailto:ombuds@sac-isc.gc.ca%7Combuds@sac-isc.gc.ca 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.
You can email the Ombuds office confidentially at [Mailto:ombuds@sac-isc.gc.ca%7Combuds@sac-isc.gc.ca 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?'''
'''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.
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?'''
'''Are you responsible for complaints or disclosures of wrong doing?'''
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.
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?'''
'''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.
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?'''
'''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?'''
We are happy to tailor an outreach to meet your needs in the regions. Please contact our office to schedule something.
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?'''
'''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.
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.
Yes, the Ombuds Office will definitely review the Public Service Survey and raise issues to senior management.
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.'''
'''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.'''
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 [Mailto:ombuds@sac-isc.gc.ca%7Combuds@sac-isc.gc.ca ombuds@sac-isc.gc.ca].
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 [Mailto:ombuds@sac-isc.gc.ca%7Combuds@sac-isc.gc.ca 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.'''
'''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.
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 GoC policies (e.g. Financial Administration Act) and our desire to better implement concepts such as Inclusion, Diversity, Equity and Accessibility in front line services?'''
'''Dr. Ferrara, what is your approach to reconciling organizational conflicts or contradictions that may arise from GoC 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.
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.
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?'''
'''How does this office plan to eliminate work place silos in the regions which can cause work place conflict and undue stress to employees?'''
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.
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.
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.
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?'''
'''What is the relationships between the Ombuds and the Unions?'''
Currently, the ISC Ombuds Office only deals with internal complaints.
Currently, the ISC Ombuds Office only deals with internal complaints.
Yes, and I look forward to meeting this 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.'''
'''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.'''
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.
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 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.'''
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.
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.
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.
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?'''
'''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.
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.'''
'''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.
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.
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.
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.
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.
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 at [[Mailto:conseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca|conseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca]].
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 [Mailto:conseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca%7Cconseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca conseildedirection-groupedetravail.leadershipcouncil-taskforce@sac-isc.gc.ca].
Please reach out to our office if you would like to discuss your individual situation, we are available to support you.
Please reach out to our office if you would like to discuss your individual situation, we are available to support you.
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.
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.
