B E F AIR : R ESPONDING E FFECTIVELY TO C OMPLAINTS 2019 UBCM C - - PowerPoint PPT Presentation

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B E F AIR : R ESPONDING E FFECTIVELY TO C OMPLAINTS 2019 UBCM C - - PowerPoint PPT Presentation

Jul 19, 2023 18 likes •208 views

B E F AIR : R ESPONDING E FFECTIVELY TO C OMPLAINTS 2019 UBCM C ONVENTION September 25, 2019 Rachel Warren and Nathan Paul ROLE OF THE OMBUDSPERSON Vision B.C.s independent voice for fairness Mandate Independent and impartial

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BE FAIR: RESPONDING EFFECTIVELY TO COMPLAINTS

2019 UBCM CONVENTION

September 25, 2019 Rachel Warren and Nathan Paul

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ROLE OF THE OMBUDSPERSON

Vision

  • B.C.’s independent voice for fairness

Mandate

  • Independent and impartial oversight
  • Ensure fair treatment in public service
  • Support public authorities
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ROLE OF THE OMBUDSPERSON

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DIVERSITY OF LOCAL GOVERNMENTS

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LOCAL GOVERNMENT COMPLAINT ISSUES

Bylaw Enforcement Development/Zoning/OCP Fees and Charges

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The standard of conduct that people can expect from public authorities in a democratic society

ADMINISTRATIVE FAIRNESS IS...

Consistent and transparent decision making Even-handed and reasonable application of rules Properly authorized policies and practices, supportive of program goals Fair and respectful treatment of all people Following regulations, policies and procedures People impacted by decisions have an

  • pportunity to be heard

Providing understandable reasons for decisions

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Following a fair decision making process Making a fair decision Treating people fairly

ADMINISTRATIVE FAIRNESS IS…

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RESPONDING EFFECTIVELY TO COMPLAINTS

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ESSENTIALS OF A COMPLAINT SYSTEM

Fair Accessible Responsive

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FAIR

Procedural Fairness

  • An unbiased decision maker
  • The right to be heard
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ACCESSIBLE

Simple to use Explained in plain language Widely available Variety of contact options

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RESPONSIVE

Complaints treated seriously, but positively Reasonable timeframes Flexibility in the process

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CASE SUMMARY

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UNREASONABLE CONDUCT

Behaviour

Health Safety Resource Equity Issues

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PREVENTING UNREASONABLE CONDUCT

  • 1. Set ground rules
  • 2. Manage expectations
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DESCRIBE EXPRESS SPECIFY CONSEQUENCES positive (+) and negative (-)

RESPONDING TO UNREASONABLE CONDUCT

DESC

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DESC EXAMPLE

DESCRIBE: I notice that I received 20 emails from you this week that did not contain any new information. EXPRESS: I have difficulty finding time to work on resolving your concerns when you email me large volumes of information that is not new or relevant to the issues you raised. Each time this happens, I have to take time to print it, read it and file it. SPECIFY: I would appreciate if you could limit your emails and only send me any new and directly relevant information. CONSEQUENCES: (+) If you can limit your emails and only send me any new and directly relevant information, I will be able to resolve your matter much sooner. (-) If I continue to receive large volumes of emails that are not directly related to your complaint, it may take longer for me to respond to you.

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OPEN DISCUSSION

Ø What are the most common kinds of complaints you receive? Ø What are some of the challenges you face in responding to these complaints? Ø What are some of the essential skills required for staff to resolve complaints? Ø How can local government leaders support staff in responding to complaints?

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THANK YOU FOR JOINING US!

CONTACT US:

250-508-2950 consult@bcombudsperson.ca www.bcombudsperson.ca

SUBSCRIBE TO E-NEWS: at www.bcombudsperson.ca Follow us on Twitter @ bcombudsperson