Record of Discussions and Decisions

1.1 Opening remarks (Gail Johnson and Theresa MacInnis):

Gail Johnson opened the meeting by welcoming all committee members as well as co-chair Theresa MacInnis. As this was Theresa MacInnis’ last meeting as co-chair, she thanked her for her ongoing support and commitment and mentioned how she appreciated the work that they have been able to accomplish through their continued collaboration.

Gail Johnson further introduced Eddy Bourque who has been elected new National President of CEIU as well as Crystal Warner, who has been elected as the National Executive Vice-President of CEIU. Lastly, Gail Johnson introduced Marie-Flore Baptiste, new Director General of Strategic Directions.

Theresa MacInnis proceeded to welcome members and thank them as well as reiterated the importance of working together and maintaining this collaboration. She further mentioned that her participation in this committee was a great pleasure and that she had witnessed a lot of willingness to work together.

1.2 Agenda (Gail Johnson):

The agenda of the meeting was approved by the members.

Theresa MacInnis requested on Karl Lafrenière’s behalf that in future agendas, the name of the union member who requested a specific action items be clearly indicated.

1.3 Minutes of Previous Meeting (Gail Johnson):

The minutes of the meetings of June 21, 2016, and November 28, 2016, were approved by members.

In future agendas, the name of the union member will be specified next to the agenda item that was proposed.

2.1 Positive Space Initiative (Elliott Welch and Gilles-Luc Bélanger)

A presentation entitled “Positive Space” was made by Elliott Welch and Gilles-Luc Bélanger. The deck outlines ESDC’s strong commitment towards diversity and inclusiveness and the fact that this was identified as a key priority for the Government of Canada (GoC) and that the Positive Space training was recognized as a commitment within ESDC’s 2017-2020 Diversity and Employment Equity Plan (DEEAP). The deck also presents the purpose of the initiative and the fact that the Positive Space is a welcoming and respectful place for everyone; a place where employees who identify as LGBTQ feel safe and able to be themselves; and a place where normative assumptions are challenged and diversity is celebrated. It further summarizes the proposed implementation plan which has three components: Train-the-Trainer sessions, Positive Space Ambassador training as well as On-line awareness training.

A discussion followed at which time it was asked whether or not the On-line awareness training was mandatory at which point Gilles-Luc Bélanger responded that this training remains in the preparation/conception phase but that it will indeed become mandatory. Dean Corda also enquired as to whether or not today's presentation would be made at regional tables further to which Elliott Welch confirmed he had been approached by the Ontario Region. He also mentioned that they would certainly accept Fabienne Jean-François’s invitation to make a presentation in the Quebec Region. Theresa MacInnis expressed that Unions have been strong supporters and would like to see the inclusion of the bargaining agent in the Positive Space Initiative which allowed for Elliott Welch to express that the Local president had attended discussions and that the support was appreciated. Lastly, Eddy Bourque asked if the Positive Space Ambassador training had already occurred as the deck identified this step as taking place in 2016-2017, however, this is an error and the 15-20 sessions will be taking place in 2017-2018. This being said, seven pilot Positive Space Ambassador sessions have occurred this fiscal year 2016-2017 in Toronto, Montreal and NHQ.

3.1 Performance Agreements (Marie-Flore Baptiste)

Marie-Flore Baptiste made a presentation on Performance Agreements and more specifically, the closing of year 2016-2017 and starting of year 2017-2018. The presentation outlines that we are currently within the 3rd cycle since the launch of the Directive on Performance Management and that the 4th cycle will begin in 2017-2018. It emphasizes on employee and management performance conversations and the fact that when we reach the year-end, nothing should come as a surprise. The deck also refers to the revised TBS core competencies rating definitions and that work objective rating definitions remain unchanged. Marie-Flore Baptiste further explained that sessions offered focus on the ratings to ensure there is a consistent approach. She also specified that management is encouraged to establish learning plans not only in cases of talent management but also in cases where there is an action plan. Lastly, the presentation touches on ways to promote on-going performance management such as having regular and meaningful conversations and providing clear and concrete examples.

Theresa MacInnis enquired as to whether the Annex A represented a proposed change for 2017-2018 as it seem to be a change and that the definitions focus more on behaviours rather than key objectives. She encouraged that the definitions be further explained. Marie-Flore Baptiste confirmed that this document was for year 2016-2017 and was to serve as an example. Lyne Pépin further added that the language was ambiguous and was modified further to consultations within the Department as well as further to feed-back given to Treasury Board. She acknowledged that there still might be a need for improvement but that the wording for the work objectives has not changed. Theresa MacInnis raised concerns with regards to the fact that the last definition seemed less constraining, that the word "constantly" is more restrictive and that it could be left open to interpretation. She also enquired as to whether Treasury Board had only consulted with Employer with regards to the proposed changes. Lyne Pépin responded that the definition is not as rigid as it may seem and that Treasury Board refers to "frequent lapses". She also indicated that she would confirm who had been involved in the consultations.

Jim McDonald shared his concern that members might only refer to the summary document rather than the website which is more complete. He therefore suggested that the link to the website be added to the document. Dean Corda further added that the precision of the language allows for less flexibility and gives the perception of it being punitive. He expressed that the CS group has attempted to change the language and that he will be informing his members that should they request representation, this shouldn't be denied. Dany Richard reminded members of the impact of this document as it follows the employee from one department to the other. He also encouraged for more emphasis to be placed on the beginning of the year as well as the fact that this shouldn't be a "tick off" activity and that reminders should be sent to management ahead of time, for example in February. Gail Johnson confirmed that reminders did indeed begin in February and that this is an evergreen process and that we continue to make progress. Fabienne Jean-François reiterated that there should be constant dialogue with employees during the year. She considers that notice should be given earlier than February as this is still being completed in a rushed manner and leads to many surprises. Lastly she suggested the establishment of more tools so that management understands the importance of this process.

Lastly, Karl Lafrenière sought clarifications pertaining to the sessions that were given and to whether this was extended to every management team in order to ensure that everyone has the same understanding. He further asked if sessions could be given in the next year in order for the definitions to be clearer as it remains open to interpretation. He also noted that the Passport Program seems to be left aside. Marie-Flore Baptiste responded that six (6) sessions had been given at which time they had been approached by the Branches. Participating at these sessions were employees, managers and senior executives. Lyne Pépin further specified that sessions are also available online.

3.2 Public Service Employee Survey (Marie-Flore Baptiste)

Marie-Flore Baptiste also provided a presentation on Public Service Employee Surveys. The deck outlines the difference between the Public Service Employee Annual Survey (PSEAS) which is annual and was conducted from February 27, 2017 to March 24, 2017, as well as the Public Service Employee Survey (PSES) which occurs every three years and will roll out this upcoming August. The PSEAS is comprised of 34 questions and gives much focus to workplace well-being, harassment and discrimination. The results will be communicated at the branch/region level in June 2017. As for the PSES, it contains 115 questions associated with similar topics in addition to engagement and leadership and is rolled out by Statistics Canada. Results should be provided at the directorate level in March 2018. Marie-Flore Baptiste also explained that consultations occurred with unions on the questions and that the input from the Department was considered by Treasury Board. Furthermore, in addition to the 115 questions, ESDC will be including 5 supplementary questions (slide 7).

A discussion followed at which time Sebastian Rodrigues asked whether the analysis of the results would be shared at the national level as well as commented on his concern for harassment. Marie-Flore Baptiste confirmed this would be the case. Theresa MacInnis added that employees aren't inclined to complete the survey if they don't see the results, and as such, it is very important to communicate-out on the results as well as support members with the issues raised.

3.3 Employment Insurance Service Quality Review (Jason Choueiri and Martine Baron)

Jason Choueiri and Martine Baron provided a presentation on the Employment Insurance Service Quality Review (EI SQR) with a focus on employee engagement. Jason Choueiri opened by apologizing for not distributing the French version of the presentation ahead of time and confirmed that this would be done further to the meeting.

The presentation explains that the EI SQR was driven by a need to improve the quality of the services to EI beneficiaries and further provides an overview of the consultations that occurred from May to November 2016, which resulted in the publication of the EI SQR Report on February 1, 2017. These consultations were very extensive and included 40 meetings with over 200 stakeholders (slide 4) and an online survey to which 7,550 responses were received.. The presentation also outlined the ten EI SQR recommendations and consistent with recommendation #4 that aims at developing a strong service culture in Service Canada and developing and implementing an employee engagement plan to ensure Service Canada has satisfied and committed employees. In response to this, ESDC has initiated the development of an Employee Engagement Program in support of its multi-year transformational agenda. On this point, Jason Choueiri indicated that the involvement of employees and unions is just as important as engaging with users and clients and that the last few weeks were spent looking through the engagement strategy and that more information on next steps should be available in April 2017.

Theresa MacInnis indicated that further to the meeting with the SQR Panel, it was clear that they wanted to work together on engagement and that she has received very good feed-back on how the comments provided were taken into account. Moving forward she hopes to see this continued dialogue.

An inquiry was made pertaining to the budget at which time Gail Johnson responded that the budgetary update should rather be on the agenda for the next NLMCC.

Jim McDonald indicated that he was provided with questions to raise in Rose Touhey's absence but seeing that consultations will continue to take place, he will not be raising them at this time.

Lyne Pépin has reached out to TBS and will provide further information as soon as it becomes available.

Link will be added to the presentation.

Completed on March 31, 2017.

Completed - 2017 Budget Update is on the approved agenda for the NLMCC meeting of April 26, 2017.

4.1 Passport Harmonization (Steven Risseeuw)

Steven Risseeuw provided an update on Passport Harmonization. He first expressed that since the HRUMCC meeting of November 28, 2016, three meetings were held with UNE (December 15 and 16, 2016, and January 27, 2017). The first meeting was between Evelyne Power, Steven Risseeuw and UNE representatives at which time there was a review of the following: the implementation of passport service expansion to all Service Canada Centres (SCC), the correction of an error in the application of the late-hour premium, the change of weekend duty to include 2 employees as well as the elements of the harmonization work plan in order to identify priorities for subsequent engagement/consultation including: accommodations, human resource management, operational policies/tools. The second meeting was attended by Doug Marshall and UNE representatives as well as by Peter Simeoni (ADM) where there was confirmation that a process of engagement has begun and that the discussion and prioritization of items was positive. Lastly, the third meeting served to make a review of the purpose of the ABM update exercise, review of human resource management strategy being implemented across all regions to prepare for staffing changes anticipated in 2018 arising from the passport volume cyclical decline, and review of the SMSM model to support the human resource management strategy and the full inclusion of passport operations staff in the ESDC workforce. Steven Risseeuw then expressed that the next meeting on the HR Strategy is proposed to be set when the results of the evaluation committee are known.

Steven Risseeuw further provided information in response to action items proposed by Rose Touhey. In regards to the similarities between Passport Harmonization and the Employment Insurance Service Quality Review Report (EI SQR), Steven Risseeuw explained that EI SQR was a process which is very similar to processes already employed by the Passport Program to continuously assess its performance and the satisfaction Canadians have with the way they are served. The results to date from that feedback indicate a high degree of satisfaction but, of course, any applicable information from EI SQR to reinforce positive results for Canadians across all our services will be used. Pertaining to the Passport Program 10 year peak, Steven Risseeuw expressed that every year, staffing levels reflect the funding provided which arises from the volume forecast provided by IRCC. As in past years, this is done diligently across the regions. This year they have seen a volume exceeding the forecast and are seeking to address it using increased staffing and use of overtime; while also trying to identify why the passport consumer behavior is different than had been anticipated.

As per the union’s concern that Passport Client calls were being received by a US Private Company and Client Services Officers from other Programs, Steven Risseeuw explained that in the preparation for the potential postal strike, call volumes increased. In order to ensure that call centre resources were used appropriately, the 1-800 O Canada (Canada Enquiries Centre) was used to handle information only calls. This is a service already provided by this Service Canada asset and, in keeping with the objective of leveraging departmental resources and creating efficiencies, they were able to ensure effective redirection of calls so Passport Call Centre staff could focus on calls requiring access to IRIS and drawing on the skills and training of those staff. He further clarified that the CEC is not a US contact centre. It is a contact centre operated wholly in Canada under a contract with ESDC. Lastly, Steven Risseeuw responded to Rose Touhey’s request to be provided with an update on when Passport will have normal Access to Service Canada site and contact information (emails and phone numbers) by first indicating that the complexity of migration from one network to another was exacerbated by delays in the implementation of a GCMS solution for passport modernization. He clarified that at the current time, 3 solutions have been identified and are being tested by IT services and that it is anticipated that an update on this item be available at the next meeting. Steven Risseeuw indicated that they recognize the difficulty this has presented to staff and their management teams in creating a coherent and inclusive workplace for our passport operations teams.

Theresa MacInnis thanked Steven Risseeuw for the detailed presentation and suggested that National Presidents receive briefings on what is taking place, as this information would also be beneficial to other unions such as CEIU. Steven Risseeuw responded that this is certainly possible.

Karl Lafrenière indicated that he would appreciate if unions were consulted with rather than be provided information. Furthermore, he expressed concern pertaining to the staffing component and the fact that it is his understanding that in the past few years, there are recurring months where there is increased volume and although the turn-around time is satisfactory and that Canadian Citizens are pleased, there is a real impact on the health of employees. He also shared his view that the forecast provides inaccurate information and that the budget is not provided on time. Steven Risseeuw responded that although the forecast’s margin of error is usually 2%, this year has shown to be different. He further mentioned that this should be lessened in the future as citizens will be able to go to other offices, which will decrease the pressure on certain services.

Fabienne Jean-François inquired as to the monetary aspect of Service Canada Centres offering these services, and more specifically, about new hires and additional budget. Steven Risseeuw assured that there is a formula in place in order for there to be funding that flows to the region based on forecast. He also specified that this funding comes from the revolving fund, as per Jim McDonald’s question.

4.2 Term Rollover (Vicki Cunliffe)

Vicki Cunliffe provided an update on Term Rollover. She explained that further to discussions that occurred at the Corporate Management Committee (CMC) on October 26, 2016, effective April 1, 2017, ESDC will resume applying the rollover provision of the Term Employment Policy for all current and new term employees in all work locations across the Department. As such, term employees will begin accumulating time towards conversion to indeterminate status effective April 1, 2017.

For term employees with time accumulated prior to the suspension being invoked, the Human Resources Services Branch has reviewed all periods of term employment to confirm the amount of time each term employee has accrued towards the cumulative working period. 414 term employees had time accrued prior to the term suspension being invoked in the Department.

Vicki Cunliffe also explained that Regional and Branch representatives have been informed of the accumulated working periods accrued for their respective term employees and that it is expected that managers have informed their employees of their probable future rollover dates prior to April 1, 2017 in order to ensure proactive identification of situations where a secondary review of the calculation is warranted. Lastly, she specified that approximately 40 employees are scheduled to rollover during Q1 2017-2018.

Jim McDonald indicated that he would like to be provided with a breakdown of the 414 employees by bargaining agent and location. David Swol responded that it would not be possible to provide the information by location, but we will see what can be provided.

4.3 Diversity and Employment Equity Action Plan (Vicki Cunliffe)

Vicki Cunliffe also made a presentation on the Diversity and Employment Equity Plan (DEEAP).

She explained that the DEEAP was reviewed and updated further to feedback received during the January 2017 consultation session with HRUMCC members and other feed-back received from different stakeholders.

The DEEAP was approved by the Deputy Minister on March 7, 2017. She further indicated that this will be an evolving plan and that there will be ongoing dialogue in terms of how best to implement the key initiatives outlined within the plan through the National Diversity Steering Committee to be established at which bargaining agents have received an invitation to participate.

Vicki further presented the three pillars of the DEEAP as well as their key initiatives

1. Recruitment, Development and Retention
2. Leadership and Accountability
3. Communication and Engagement

Further to the presentation, Sebastian Rodrigues requested that this subject be placed in the first items of the agenda for the next meeting in order to allow for a full discussion. He also enquired as to the progress that had been made pertaining to the indigenous capacity within ESDC and with regards to visible minority representation. Vicki Cunliffe referred him to the Annex 1 –ESDC Workforce Analysis and more specifically to the gaps in representation which show that in terms of visible minorities, any existing gaps are minimal which demonstrates an important improvement.

Neil Burron sought clarification as to what activities have been put in place in order to increase the bilingual capacity. David Swol responded that making sure that language training opportunities for incumbents of EX minus one and two positions were a priority for the College. There are concerted efforts in place in order to identify the language profiles and a plan is being put forward. The College is doing the utmost to make sure there are different means of training.

Theresa MacInnis indicated that there should be a plan on where we can meet (times, collaboration, who can attend). David Swol answered that there will be a National Diversity Steering Committee and that this represents a key deliverable.

4.4 Phoenix Pay System (David Swol)

David Swol provided an update on the Phoenix Pay System and began by explaining that this presentation offers an overview of the issues that ESDC is aware of but that it doesn't encompass all issues as some employees are very patient and feel that they shouldn't raise their own issues as other are in a much worse situation. He further indicated that last summer, ESDC was called upon to assist in the establishment of the call centre at which time it proceeded to staff positions in Winnipeg. There has now been an agreement to extend those employees for another year. Additionally, since mid-January there is direct access to the Winnipeg satellite office to address 3 areas: return from leave, LWOP > 5 days and transfers in/out. Since then, 336 cases were escalated to the Winnipeg office with a resolution rate of 45% (i.e. 152 cases). ESDC has also issued 4,096 ESAs/Priority payments and Theresa MacInnis indicated that should there be any concerns pertaining to priority payments that these will be brought forward.

David Swol further presented that ESDC has received 221 grievances at the final level, of which 43 have had their pay issues resolved, 28 were formally withdrawn, and anticipate the additional 15 to be withdrawn. With regards to claims to the Crown, a total of 65 claims were received of which 16 claims were over $500 and sent to TBS.

David Swol also explained that in the past weeks, acting issues have been addressed in the media. PSPC has processed 5,000 cases and ESDC has been informed that releases are being done progressively so not to overload the system. Further releases as of April should be more comprehensive. He acknowledged the employees' frustration as well as highlighted that in the last two pay periods, an increased number of employees who had agreements with PSPC or hold on the recovery of overpayments have seen them lifted recently and in some cases employees have lost their entire bi-weekly pay. This was a system issue with PSPC which has now been addressed and employees should have the holds back in place (except in the cases of terminations). He indicated that we can assist in cases where this is affecting hardship. Lastly, David Swol explained that a number of departments have decided to take on more responsibility and that ESDC has also volunteered to do the same. As such, as of April 3rd ESDC–HRSB will be assuming the responsibility to enter some, but not all types of the following:

• Record Leave Without Pay – Greater than 5 Consecutive Working Days;
• Record Return from Leave (for absences greater than 5 working days);
• Record Terminations.

The purpose of this initiative is to mitigate impasses although there are still a number of steps that we have no control over. We are hoping that this will expedite employees being put back on pay and/or reduce the potential for overpayments.

Jim McDonald raised the fact that certain employees are behind by 2 to 3 pay periods and whether this money is being re-conciliated. David Swol responded that if there was already a plan in place for over-payments, that plan will be honored.

Furthermore, if there is financial hardship, we can work with them and the PSPC to recover.

Sebastian Rodrigues enquired as to the issues with overtime and meal allowances and more specifically the fact that overtime is not being reflected. David Swol answered that ESDC is documenting the errors and although he remains hopeful, it will take time before this is resolved. This being said, the PSPC has been restoring pay checks in the previous format since December 2016 and as such, employees can consult these pay checks through the Compensation Web Application (CWA).

Theresa MacInnis thanked David Swol and indicated that there was a lot of valuable information in his presentation. She further requested that his presentation be shared with committee members before the minutes are issued, to which David Swol agreed.

Karl Lafrenière shared his point of view that only the management team should be held accountable and that an employee should only be required to do the work. Management should ensure that the employee is being paid and not the other way around. He also indicated that he does not believe UNE was ever consulted with upon decided that all pay grievances would be transmitted directly to the final level. David Swol responded that he certainly understands the frustration and encourages unions to speak with the Employer (i.e. Treasury Board) but that management is certainly doing everything possible in order to help and that unfortunately, there is only a certain amount that management can take on and have direct intervention as a result of privacy issues. As for the concern pertaining to final level grievances, David Swol explained that it has been found that the first and second levels do not allow for efficiency as managers are unable to respond. Issues raised within these grievances are certainly heart-breaking and have had significant impact on our staff who try to resolve them as best they can.

Theresa MacInnis closed the discussion by mentioning that this situation has undoubtedly created a lot of stress and that frustration is felt by both bargaining agents and management.

4.5 Mental Health (Penny Lavigne)

Due to the limited time that remained, it was agreed upon that Penny Lavigne would not be making a presentation at this time but would provide a report further to the meeting.

Theresa MacInnis added that there is a regional disconnect and that she will bring this concern to the next meeting and ensure this takes place.

Completed on April 12, 2017.

To be completed when preparing the agenda for the next HRUMCC meeting.

Completed on March 31, 2017.

An agreement to proceed directly to the final level was reached with CEIU and PIPSC. At the time, UNE had indicated its desire to continue to follow the regular grievance process.

Completed on April 21, 2017.

5. 1 Round Table

Theresa MacInnis invited members to proceed with the round table. Dean Corda indicated that he had not been invited to the last meeting on the Terms of Reference at which time Jennifer Hamilton apologized for the oversight and ensured this will not happen again.

Jim McDonald expressed that the agenda items proposed by Rose Touhey do not clearly appear. He suggested that future agendas clearly indicate who made the request and that the union member who submitted the request be invited to speak first. Theresa MacInnis further indicated that the timing of the meeting must be adjusted and that certain agenda items could be managed ahead of time.

Crystal Warner expressed that CEIU has a new slate of executives and that they will be advising of the new members for this committee as well as the others. Eddy Bourque enquired as to whether he could submit Phoenix issues directly to David Swol at which time he responded that this can certainly be done. Lastly, Theresa MacInnis indicated that she would appreciate if updated documents would be provided at an earlier time.

5.2 Closing remarks

David Swol proceeded to thank all of the committee members as well as the UMCC Secretariat. He further thanked Theresa for her contribution and the fact that she made this committee better and stronger. Lastly, he wished her all of the best.

Theresa MacInnis thanked committee members for this opportunity and reiterated that communication is key. She indicated that she will be passing along what she has learned to both Eddy and Crystal and that this has been a great pleasure. Lastly, she thanked the interpreters as well as the technical support.

Dean Corda has been invited to the meeting of April 12, 2017.

To be completed when preparing the agenda for the next HRUMCC meeting.