Emergency Management Ontario :: Service Standards

SERVICE STANDARDS

Mission Statement:

Leaders and partners in ensuring that all of Ontario’s diverse communities are safe and secure

Service Statement:

Emergency Management Ontario is committed to providing and ensuring that appropriate programs are in place based on our legislative foundation, the Emergency Management and Civil Protection Act, that support the safety and security of Ontarians and a robust and resilient Ontario Public Service. Successful EMO emergency management programming is designed such that it ensures an engaged stakeholder constituency and partnership; transparent and comprehensive evaluation and audit processes as well as action oriented planning and program delivery. The output is excellence in emergency management in Ontario.

Description & Measurement of Service Commitments:

  • To provide trained emergency management staff for the delivery of high quality emergency management program, response and advisory services, standards, policies and guidelines to all of Ontario’s 444 municipalities and 26 provincial ministries.
  • To effectively communicate with and deliver barrier free emergency management/preparedness information to all of Ontario’s diverse communities.
  • To provide trained emergency management staff to provide emergency preparedness and response services to Ontario First Nation communities in accordance with the 1992 INAC Agreement.

Relevant Legislation Impacting all Divisions:

  • Accessibility for Ontarians with Disabilities Act
  • Freedom of Information and Privacy Act
  • French Language Services Act
  • Ontario Human Rights Code

Relevant Legislation/Policy/Directives Impacting Program Specific Standards:

  • Emergency Management and Civil Protection Act
  • Nuclear Safety and Control Act (federal)
  • Emergency Management Act (federal)
  • Nuclear Energy Act (federal)

Common Service Standards:

OPS Common Service Standards

Common Service Standards for telephone, correspondence, in-person services and customer feedback/complaint resolution exist to help us provide consistent quality service across all ministries.

Common Service Standards contents:

Telephone Standards

Telephone standards help ensure all employees present a consistent and professional image to our clients and customers.

  • Calls will be answered within three rings
  • Calls will not be redirected more than once
  • Calls will be returned within one business day
  • The ministry will have standard telephone answering protocols for:
  • Live response greetings and voice mail greetings

Correspondence Standards

Mail is tracked from the date it is received by the Ministry, NOT the date it is entered into the tracking system.

  • All letters addressed to Ministers, Deputy Ministers, and program level mail will be answered within 15 working days of receipt
  • If a conclusive response is not possible within that timeframe, an interim acknowledgement with an anticipated date of response will be provided within 5 working days of receipt.

Note: An acknowledgement can be via a phone call or meeting. In this case a summary of the discussion, including the date and outcome should be recorded and noted in the correspondence tracking system so that the file can be closed and the standard met.

In–Person Standards  

In-person standards apply to those offices that members of the public routinely access for services. Customers are to be served in order, and offices are required to post the following:

  • Core hours of operations are (8:30 a.m. to 5:00 p.m., Monday to Friday) (Ministries have the option of extending those hours to serve local customers' needs)
  • Expected wait times
  • Best times for optimal service

Measurement of Common Service Standards will be monitored by:

  • Frequent spot checks of Common Service Standard applications and compliance, by Managers
  • Measuring through Performance Development Plan reviews with staff throughout the year
  • Utilization of customer/client service feedback as monitoring and mitigation tool
  • Polling, focus group and partner engagement opportunities to assess
  • Common Service Standard Audits when completed enterprise wide

Program Specific Service Standards:

This section will list the program specific service standards the division will put in place that are unique to the division and the service it provides to the client not covered by Common Service elements. If you are NOT prepared to list standards at this time please outline your development plan in the next section of this document.

Program Specific Service Standard

Program Specific Service Standard

Internal

External

Enhance the Province's resiliency through sustainable risk-based Emergency Management programming

X

X

Build organizational capacity to respond effectively and in a timely manner to partners’ requirements

X

X

Manage network of clients, stakeholders through the formulation of strategic alliances, enhanced service delivery and targeted EM Programming

X

X

Deliver responsive programs and services that speak to the requirements of Ontario’s diverse Communities

X

X

Promote EM as a career that attracts a healthy, diverse and engaged cadre of professionals with the requisite expertise to service the Organizations and Ontario’s values


Note: Includes standards for both OPS and broader Ontario Emergency Management Program

X

X

Program Specific Service Standard

Program Specific Service Standards – Development Plan1:

  • Expand EMO's multi-year risk based provincial emergency management program and increase tools, resources and accessibility to partners, constituents and members of the public
  • Emergency management programming support will meet the partner/constituent’s business objectives, be risk-based, and solutions-oriented.
  • Emergency management programming services will be “readily” available to the client through a variety of mediums (e.g. AskEMO; field officers, Internet site, Red Alert, etc)
  • Services will be provided in a timely manner and EMO will keep constituents/partners informed of all timelines
  • Widen emergency management partners’ network and increase frequency of engagement and consultation opportunities
  • Increase community dialogue and engagement in developing responsive programming.
  • Attract and retain a skilled workforce that meets evolving organizational and community needs

Measurement of Program Specific Service Standards will be monitored by:

  • Reviewing strategic and operational plans quarterly and updating to reflect key deliverables based on organizational service standard
  • Inclusion of service standards as part of Section and individual Performance Development and Learning Plans annually, reviewed and reflected quarterly as part of the PDP cycle
  • Through stakeholder engagement client/customer feedback forums, polling and surveys, annually assess the extent to which we have achieved the standard deliverable from key partners in emergency management in Ontario
  • Through Core Change and Organizational/Program Review Activities and initiatives annually

Monitoring Process to Ensure Compliance

  • EMO Strategic Plan review and updating annually
  • Senior Management Performance and Development Plan process
  • Individual EMO staff Performance and Development Plan process
  • Stakeholder and partner engagement opportunities
  • Emergency Management Program and Performance Audits


Communication Strategies:

This section will outline your communication strategies as a division or in partnership with other divisions, who the communication is to, methods, regular reviews etc.

i.e.:

  • The service standard will be communicate to all key emergency management Partners and stakeholders provincially and in other jurisdictions
  • The services standards will be communicated through the following methods:
    a) Question & Answer Documents
    b) Intranet Web Page
    c) Broadcast Email
    d) Newsletters
  • The service standards will be provided to new employees with their EMO orientation and training package when joining the organization

Service Review and Feedback Mechanisms:

The Ministry of Community Safety and Correctional Services (ministry) is committed to ensuring that Ontario's communities are supported and protected by law enforcement and public safety systems that are safe, secure, effective, efficient and accountable.

The ministry welcomes and appreciates feedback from its clients/members of the public about how it provides its services. The Ministry’s Service Directive outlines the ministry’s feedback process and can be provided to any individual upon request in a variety of formats (based on the needs of the individual making the request).

The feedback process described in the document has been communicated to all ministry staff and is posted on the ministry’s intranet websites (accessible to employees). The document is also available on the ministry’s internet websites accessible to members of the public.

Each division/program area of the ministry is responsible for implementing the feedback process described in this document in a flexible manner that takes into account the division’s or program area’s unique needs and requirements.

Clients/members of the public can provide their feedback by any of the following channels:

  • In person: To any ministry employee
  • Telephone: (416) 326-5000 or toll-free 1-866-517-0571
  • TTY: (416) 326-5511 or Toll free 1-866-517-0572
  • Email: jus.g.sgcs.webmaster@ontario.ca
  • Mail: Ministry of Community Safety and Correctional Services
    18th Floor
    25 Grosvenor Street
    Toronto, Ontario
    M7A 1Y6

Some divisions/areas of the Ministry may have other feedback processes established and may follow those processes depending on the circumstance.

  • Written feedback will be forwarded to the manager of the responsible unit for review and action as appropriate.
  • A Feedback Form is available for clients/members of the public to use or for ministry staff to record verbal feedback.
  • The written or recorded feedback will be forwarded to the manager of the responsible unit for review and action as appropriate.
  • The responsible unit manager will record the details of the feedback including any action taken.
  • On reviewing the feedback and determining the feedback to be a complaint, the manager of the responsible unit will acknowledge receipt of the complaint in accordance with the OPS Service Directive Standards, namely:
Action by ministry

 

Action by the ministry

Verbal Complaint received in-person or by telephone

Complaint acknowledged within 2 business days Follow-up reply, if complaint not resolved in acknowledgement, as committed to in initial acknowledgement

Written Complaint received by mail, by fax, by e-mail or other means

Answered within 15 business days, or if conclusive response not possible within that time then an acknowledgement within 5 business days. Follow-up reply, if complaint not resolved within 15 days, and as committed to in initial acknowledgement

Action by ministry

Program areas are responsible for implementing the feedback process by:

  • Communicating the process to their staff;
  • Posting the feedback process and related documents on their intranet and internet sites (if applicable);
  • Posting public notices about the feedback process in all their work locations with public access;
  • Addressing all feedback in a timely manner;
  • Acknowledging complaints (verbal or written) in accordance with the OPS Service Directive Standards;
  • During the development of the annual business and operational plan, reviewing all feedback and planning for improvements that may be warranted.
  • Communications Branch is responsible for:
  • Immediately forwarding service-related feedback/complaints to the appropriate program area/responsible unit for follow up.

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