The Office of the Ombudsman is committed to providing equitable service. Making sure everyone is treated equitably means people and groups are treated differently according to their situations in order to achieve fair results.
Power and privilege are a part of almost every contact between a citizen and the City. We must also recognize and reflect on these power dynamics and make accommodations if we are to deliver equitable service.
The Office of the Ombudsman will reflect and practice our values in all our actions with complainants, public servants, elected representatives, stakeholders, community groups and members of the public across all the communities of Toronto.
The values we will practice:
1. Respect and support the City’s motto of 'Diversity Our Strength'
- Champion the mission of the Toronto Public Service to serve a great city and its people
- Support the good governance of the Toronto Public Service by advancing a culture of human rights and fairness
2. Be accountable, ethical and transparent
- Be open and clear in all of our processes and communications
- Think about public trust as we deliver our services
- Provide detailed information showing how we carry out our responsibilities and what the outcomes of our actions are
- Accept responsibility for the outcomes of our actions and decisions
- Use equitable service delivery principles in all our work
- Keep complainants and public servants informed appropriately and regularly
3. Follow due process in keeping with principles of ”natural justice”
- Deliver consistent processes
- Be equitable and impartial in all contacts
- Avoid bias and the perception of bias when resolving conflicts, investigating and making recommendations
- Be open about all our processes and procedures
- Provide reasonable notice of allegations and enough time to respond
- Consider all related facts
4. Value difference and show respect
- Be open to different communication styles
- Show sensitivity to issues being presented regardless of a person’s behaviour
- Identify and challenge our own assumptions
- Be aware that non-visible identities, such as mental health issues, may exist and affect our interactions
- Not make assumptions about any groups someone might belong to
5. Encourage others to take part by being inclusive and equitable in all our dealings
- Seek out the input and participation of diverse groups as appropriate
- Identify opportunities to reach groups that have faced barriers Share our knowledge, skills and perspectives fully
- Use communication and education strategies to ensure information is reaching all potential complainants and stakeholders
- Maintain regular contact with complainants on the progress of an investigation
6. Listen actively to help others fully take part
- Show empathy and respect
- Listen with sensitivity, patience and care, particularly to those who may have difficulty expressing themselves
- Pay attention to what is said, what is unsaid and body language
- Expand our own perspectives by listening respectfully to understand and learn from the views of others
7. Promote and ensure full access to service
- Make adjustments to accommodate the needs of individuals
- Recognize and offer service options to meet the needs of those who may need help to access service
- Select locations that are barrier-free and accessible
8. Have an open attitude
- Provide options without making assumptions about someone’s choices for service delivery
- Do not label people by characteristic unless explicitly relevant
- Use appropriate descriptors when relevant (such as “a person with a disability” instead of “disabled person”)
- Speak in plain language and explain process clearly
- Be sensitive to potential or real systemic barriers
- Provide practical referrals and service options
9. Recognize power and privilege
- Acknowledge our own power and privilege in every interaction or process we engage in
- Be open to hearing about the impact of our actions and assumptions and take responsibility for them
- Name mistreatment when we see it and work in a constructive way to address it
10. Communicate appropriately and effectively
- Be open and flexible in the methods we use to communicate
- Consult frequently with community resources to keep up to date on referral resources and community trends
- Ensure that communication materials reflect, in illustration and text, the diversity and socio-economic realities of the audience
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