A guide to the key elements of an ICMS in the core public administration

Note: Core public administration refers to the departments named in Schedule I of the Financial Administration Act (FAA) and the other portions of the federal public administration named in Schedule IV of the FAA.

Table of Contents

Purpose of this guide

What is an ICMS?

An ICMS best practice

Defining the ICMS terminology

comprises a set of policies, procedures and structures that an organization integrates into its infrastructure to support a culture of effective conflict management and resolution using a collaborative problem-solving approach. It encompasses training and informal processes, and includes the necessary linkages to the formal processes, as well as a full integration into all aspects of people management. It is a system that requires the active participation of various stakeholders.
Informal processes
include self-resolution approaches (e.g. face-to-face conversations) as well as approaches such as facilitation, coaching, mediation, conflict assessments, and group intervention.
Formal processes
refer to approaches to resolving conflicts that involve an impartial third party assessing whether or not a person’s rights have been infringed upon (e.g. grievance procedure, harassment and human rights complaints).
refers to any location or any event related to work, including while on travel status; at a conference where the attendance is sponsored by the employer; at employer-sponsored training activities/sessions; and at employer-sponsored events, including social events.
Workplace conflict:
All conflicts that occur in the workplace. It includes conflict that arises from harassment and discrimination allegations, as well as conflicts arising from informal discussions under section 47 of the Public Service Employment Act (PSEA). It also includes conflicts that may arise between public servants and contractors, temporary workers hired through agencies or Governor in Council appointees.
Senior ICMS officer:
A person designated by deputy heads to oversee the implementation of an ICMS in their organization.
ICMS practitioner:
A person, internal or external to the organization, qualified to conduct mediation, facilitation, coaching, conflict assessments and group intervention and to deliver conflict management training. It also includes an ICMS coordinator/manager who is qualified to carry out the aforementioned ICMS services.
include bargaining agents, human resources professionals, labour relations advisors, Employee Assistance Program advisors, values and ethics officers, legal services advisors, managers and employees.
Points of contact
refer to individuals designated in the organization to provide information to managers and employees regarding the departmental ICMS and to refer them to the ICMS practitioners. The ICMS point of contact and the ICMS practitioner may be the same person.

Roles key people play in an ICMS

The following outlines the roles of people who are considered key to the implementation and operation of an effective ICMS.

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