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?'''

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.  

 

'''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?'''

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.  

'''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.'''

'''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.

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.'''

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?'''

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.

'''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?'''

'''How does the Ombuds Office see themselves supporting Indigenous Employees specifically as sometimes we face unique Challenges and issues in the workplace.'''  

'''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.

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?'''

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.'''

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.

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.  

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.'''