Changes

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.  

'''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?'''

'''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.

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?'''

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.   

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?'''

'''Does the Ombuds office have the capacity to provide services in French?'''

The Ombuds office offers its services in both official languages.   

The Ombuds office offers its services in both official languages.   

'''Do you have the authority to act without a formal complaint?'''

'''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.

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?'''

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.  

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?'''

'''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.

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?'''

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].   

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.   

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.   

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.

'''What is the difference between the Ombuds and the Union?'''

'''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.

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?'''

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.   

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?'''

'''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.

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?'''

'''Will you also support members of Indigenous communities who make complaints?'''

Currently, the ISC Ombuds Office only deals with internal 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?'''  

'''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!

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.     

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.  

'''How do you plan on addressing systemic racism? Identifying and eradicating unconscious and blatant bias? Discrimination?'''

'''How do you plan on addressing systemic racism? Identifying and eradicating unconscious and blatant bias? Discrimination?'''

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.  

'''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.'''

'''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.'''

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.  

'''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.'''

'''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.'''

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].

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].

'''How will disclosure be handled regarding accessibility needs? Is there training to support folks at all levels?'''

'''How will disclosure be handled regarding accessibility needs? Is there training to support folks at all levels?'''

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.  

'''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?'''

'''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.

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?'''

'''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.

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.

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