Respectful Workplace Program Policy

Policy Statement

The Public Service Commission (PSC) administers a Respectful Workplace Program (RWP) to public service employees.  Confidential support and consultation are provided on how to constructively respond to situations of conflict within the work environment using informal conflict resolution options.  The Respectful Workplace Program offers a range of respectful workplace and conflict resolution services in the interest of organizational and individual psychological health and safety, including mediation, facilitation, conflict coaching and other services as described in the RWP Conflict Resolution Services section of this policy.  The goal of the Respectful Workplace Program is to provide necessary support to public service employees towards the creation and maintenance of a healthy, inclusive, and respectful workplace culture.

Application

This policy applies to employees of all organizations specified in Schedule A of the Public Service Commission Act, and to those employees of other government entities included under the authority of a Memorandum of Understanding or Service Level Agreement.

Definitions 

For the purpose of this policy:

Client – an individual who is eligible to receive services under RWP in accordance with the Application section of this policy.   

Coordinator – a qualified mental health professional providing intake and assessment within the parameters of the Employee Assistance and Respectful Workplace Program of the PSC.

External Service Provider – a qualified professional who provides support to employees in resolving workplace conflicts, as contracted by the PSC.  They offer confidential guidance and strategies to help individuals and workplaces improve communication, navigate disagreements, and foster a more positive work environment.

Management Initiated Formal Referral – a formal referral normally occurs at a point when work performance, behavioural issues, and/or concerns regarding conflict management have been identified by an employee’s manager.  The employee is provided with a formal letter outlining the issues of concern and the employer’s expectations for their behaviour within the workplace.  The employee is also offered the option of RWP services to assist in addressing the concern.  Although an employee is formally referred to RWP, participation is voluntary, and the employee maintains the right to confidentiality throughout the formal referral process.  The Coordinator can confirm or deny an employee’s participation when requested by the manager or human resources representative.   Refer to the Formal Referral Process section of this policy for further information.

Respectful Workplace Program (RWP) – a program that provides mediation, facilitation, conflict coaching and other conflict management services to individuals, workplace teams, departments, and other government entities.

Self-Referral – a self-referral is made by the employee on their own behalf.  All employees can seek assistance on a voluntary basis.

Workplace Assisted Referral – a referral initiated by a manager when it is identified that an individual is in need of support and advice on how to constructively manage an interpersonal or workplace conflict, and RWP is recommended.  Information regarding contact is not provided to the manager unless the employee provides consent.

Psychological Health and Safety – a psychologically healthy and safe workplace is one that actively works to prevent harm to workers’ psychological health, including in negligent, reckless, or intentional ways, and one that promotes psychological well-being.

Mandate

The mandate of RWP is to:

  • promote the enhancement of individual and organizational psychological health and well-being through prevention and early intervention;
  • enhance psychological health and well-being of employees and organizations through capacity building initiatives, knowledge transfer and skill development in conflict management; and,
  • provide confidential, professional assessment, referral and follow-up conflict management services to assist employees, managers and the organization who may be experiencing issues of conflict, harassment, violence and discrimination in the workplace.

Roles and Responsibilities

Client

It is the responsibility of the Client to:

  • be interested in improving their effectiveness in dealing with conflict situations.  This involves sharing concerns and experiences as well as being open to taking specific actions aimed at meeting their goals; and,
  • communicate honestly with the Coordinator, be open to feedback and assistance, create the time and energy to fully participate, and provide honest feedback to the Coordinator on their perceptions of the resolution supports, services, and options presented.

Department/Agency

It is the responsibility of the Department/Agency to:

  • be aware of the RWP services that are available, thereby ensuring that employees are aware of same;
  • identify an individual or work group in need of support and advice on how to constructively manage an interpersonal or workplace conflict when needed, and recommend contact with RWP;
  • initiate workplace-assisted and formal referrals as required;
  • provide employee support as needed; and,
  • maintain contact with the Coordinator to confirm employee participation and offer the employee workplace support where formal referrals have been made.

Public Service Commission

The Commission shall:

  • confirm eligibility of the client seeking RWP services;
  • contribute to a healthy workplace by providing employees with expert assistance in understanding, managing, and resolving workplace conflicts;
  • explain the informal conflict resolution process and approaches used by the Coordinator;
  • assist employees to better understand the issues underlying the conflict situation, explore options for resolution, and refer to other services as required;
  • ensure that clients using the RWP service are fully informed of the limits of confidentiality;
  • consult with departments to assist them in developing RWP initiatives with the goal of enhancing departmental capacity in creating respectful and healthy workplaces;
  • remain impartial and neutral in the conflict resolution process;
  • provide informal conflict resolution services, consultation to employees and senior management, and provide strategic advice on the promotion of a healthy and respectful workplace culture;
  • receive and process invoices from external service providers while adhering to RWP funding guidelines and practices; and,
  • provide guidance and interpretation of this policy.

RWP Conflict Resolution Services

Issues of disrespect, conflict, and harassment can often be addressed by speaking directly to the other party or with the assistance of your manager.  Contacting a Coordinator can also be an appropriate first step in such incidents.  Assistance through RWP may be in the form of personal support, problem solving, help with assertiveness skills, and/or a discussion about the conflict resolution choices available to the individual, group, or workplace.

The conflict resolution services provided under RWP are as follows:

  • Consultations: employees and managers can access confidential support, guidance, and coaching on how to constructively respond to situations of conflict and/or explore available avenues of resolution.
  • Conflict Coaching: conflict coaching is one-on-one support with a professionally trained coach to help an individual employee deal with a conflict situation.  The employee or manager is encouraged to build on their own skills to constructively respond to situations of conflict and/or explore available avenues of resolution.  The coach will offer objective, non-judgmental feedback and ask questions so that employees are given the opportunity to reflect on their approaches and consider ways to increase their effectiveness in dealing with a conflict situation.
  • Mediations and Multi-Party Mediations: the mediation process is conducted by a trained and impartial mediator who assists two or more parties to reach a resolution to their differences in a respectful manner.  Requests for mediation services are made in consultation with the manager and/or department.  The mediator will first meet individually with each of the parties involved to assess readiness and provide information on the mediation process.  If deemed appropriate, mediation will be scheduled.
  • Facilitated Discussions: the process is conducted by a trained and impartial facilitator who assists two or more parties to reach a resolution to their differences in a respectful manner.  Initial meetings are required with the team leader and work group to establish expected outcomes.  If appropriate, a facilitated discussion will be scheduled.
  • Group/Team Interventions: at the request of the department or agency, work groups can access impartial facilitation services for meetings and other problem-solving sessions which might benefit from such a process.  The focus of such sessions is on building interpersonal relationships rather than resolving labor relations disputes.
  • Capacity Building: the Coordinator will consult with groups to develop RWP initiatives within government departments.  The goal is to enhance the capacity of work groups to create a more respectful work environment.  This includes RWP committee development, provision of capacity building tools and the skills and knowledge to help create a psychologically safe, healthy, and respectful work environment.

Formal Referral Process

When there are concerns regarding an employee’s work performance, behaviour issues or conflict management in the workplace, and subsequent to consultation with department/agency executive and HR advisory services, the manager may make a formal referral to RWP.  This is notwithstanding the need for the manager to provide any necessary feedback to the employee as it relates to their behaviour.

When making a formal referral to RWP, the manager should advise the employee of the following:

  • the nature of any concerns they may have as it relates to behaviour, performance and/or issues around the resolution of conflict;
  • how to get in contact with the identified Coordinator, and an expected time frame in which to do so;
  • that participation in RWP is voluntary, but recommended by management and/or human resources; and,
  • RWP does not make recommendations on whether disciplinary measures are necessary, nor remove the option for management to seek resolution internally.

The employee maintains the right to confidentiality throughout the formal referral process.  However, if a request is made by the employee’s manager or human resources representative, the Coordinator can confirm whether the employee is participating in RWP and proceeding with RWP conflict resolution services.

Confidentiality

A cornerstone of RWP is confidentiality with respect to all matters associated with professional services to clients.  Coordinators demonstrate respect for the trust and confidence placed in them by protecting the privacy of client information and respecting the client’s right to control if and when this information will be shared with a third party.  All parties engaged in services provided through RWP will be expected to agree to the terms and conditions of the RWP confidentiality agreements and policy.  Coordinators are prohibited from disclosing any information unless consent of the individual employee(s) is obtained.

The general expectation that Coordinators will keep information confidential does not apply whereby there is a professional duty or obligation to disclose information, or where there is serious, imminent, or foreseeable harm to a client, employee, and/or others.  All limits to confidentiality will be discussed with the employee at the earliest possible opportunity.

RWP files are handled with a high degree of confidentiality.  The RWP files and working notes are retained in a secure database and destroyed in accordance with the Records, Retention, and Disposal Schedule as per the Government of Newfoundland and Labrador Records Management Guidelines.  The confidential file can be made available upon the written request of the client.

When a client is referred by the Coordinator to an appointed external service provider, sufficient information shall be released to the provider to ensure the most appropriate conflict coaching, mediation or resolution service is provided.

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