Annex D – Other support services
Ombuds and Informal Resolution Services Office
Your gateway to support from the Ombuds and Informal Resolution Services Office is an email to ombuds@justice.gc.ca. Their services are offered to all departmental employees.
Ombuds Services: confidential conversations with the Ombuds or Associate Ombuds are your starting point to help you address your situation informally and navigate the system. Ombud services are independent, confidential, impartial and informal.
Ombuds Services provide a safe and neutral space where individuals can speak up, be heard, and express concerns.
How does Ombuds Services work? When you have a confidential conversation with the Ombuds, they:
- listen to understand issues
- reframe them to develop potential options for resolution
- guide you in dealing directly with other people and improving your skills in addressing concerns including making referrals to other services
What else can Ombuds Services do? They bring issues to the surface and identify opportunities for systemic change within the organization.
Services the Ombuds does not provide:
- Act as a representative of the employer or employees
- Play an active role in any formal or informal resolution process/mechanism including investigations
- Replace official channels
- Receive recourse notifications for the organization
The use of the Office of the Ombuds is voluntary and does not constitute a step in a formal process.
Informal Conflict Management Services (ICMS): confidential conversations with their practitioners can help manage conflicts and promote positive interactions.
What is ICMS? A voluntary, quick, informal approach to managing and resolving conflicts in the workplace. They assist employees, managers, and teams in overcoming workplace issues and challenges.
How does ICMS work? They provide:
- individual conflict management coaching sessions to receive guidance during your reflections and explore ways for handling conflict situations
- facilitated discussions/mediations with the goal of improving communication and understanding
- customized group interventions with a focus on improving team dynamics and creating a psychologically healthy and safe workplace
What else can ICMS do? They provide advice to managers on how to handle challenging workplace situations. They also provide training to all staff on issues related to team dynamics and a healthy workplace.
Employee Assistance Program
The Employee Assistance Program (EAP) offers confidential, professional and bilingual counselling services 24 hours a day, 7 days a week. The program, facilitated by employees and a network of mental health professionals, offers both preventive and remedial solutions to employers, employees, and family members who have concerns that could affect their personal well-being or work performance.
Contacts
24 Hour Crisis and Referral Centre
1-800-268-7708
TDD service for the hearing impaired
1-800-567-5803
EAP Chat Service
Monday to Friday, from 8 am to 7:30 pm (Eastern time), excluding statutory holidays
How does the EAP work? The program offers short-term, solution-focused psychological support and immediate crisis counseling. It can also provide recommendations for specialized or long-term assistance if needed.
What else can the EAP do? The program offers advisory services to managers and supervisors. It also provides support for grief, loss, and trauma management during unexpected events in the workplace.
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