Blueprint for Future of Commission Released

HUMAN RIGHTS COMMISSION--Blueprint for Future of Commission Released

The Nova Scotia Human Rights Commission released the results of its organizational review today, Dec. 12. The report, titled Moving Forward with Human Rights in Nova Scotia: The Path for the Future, sets out key findings, highlights and recommendations for the commission.

"This review has been pivotal in setting new directions for the commission," said Mayann Francis, CEO of the commission. "I am excited at the potential for change which the results of the review will create."

Ms. Francis initiated the multi-phased organizational review in the summer of 2000. The report identifies a number of short- and long-term suggestions for improvements to the commission. The process of implementing the results from the review will continue over the next 12 months. Helping to lead the change will be a project manager, who will be recruited shortly.

Many short-term suggestions are being implemented by the staff of the commission. Some of these include:

• improving the phone system to make it more user-friendly, including the installation of a toll-free TTY line for people with hearing impairments;
• engaging representatives from organizations, such as the Canadian National Institute for the Blind, to make recommendations on ways to provide a more accommodating walk-in area by making better use of signs, lighting and colour schemes;
• reviewing all correspondence and promotional material to ensure it is written in language that is clear and understandable;
• establishing toll-free lines for the commission's regional offices in Digby, New Glasgow and Sydney;
• improving case management through the better use of technology; and
• providing relevant and comprehensive training to staff and the commissioners to ensure they have the skills required to effectively manage their cases.

Ms. Francis said that Human Rights Commissions right across the country are grappling with long investigation processes.

"We know that there are backlogs in the system and this just isn't fair to the client," she said. "We need to improve the efficiency of our processes at the commission to make the experience better for all of our clients."

Ms. Francis said that one way the commission is looking at improving the investigation process is through developing dispute-resolution polices and processes. The commission has struck a committee, including representatives from the commission and an expert in mediation, which will develop dispute-resolution policies and spearhead the recruitment of candidates to a mediator roster.

"Developing dispute-resolution policies and a roster will ensure that case management at the commission is as efficient and effective as it can be," said Ms. Francis. "A broader focus on dispute resolution will also contribute to the skill development of our staff and improve the public's experiences in dealing with the commission."

The commission will also establish a dedicated intake role to ensure consistency and quality of service. The dedicated role will play an important part in the streamlining of processes within the organization.

The complete report is available on the commission's Web site, at www.gov.ns.ca/humanrights .