Dispute Resolution Support: Roles and Responsibilities

Workplace Representatives  

A Workplace Representative (WPR) is a trained colleague who has volunteered to confidentially assist AMAPCEO-represented employees (members) in the workplace. A WPR is a member’s first point of contact in seeking information and advice, as well as assistance with workplace issues covered by the member’s collective agreement.

A WPR also acts as the eyes and ears for AMAPCEO in the workplace. They promote fairness and ensure the employer is adhering to the rights and entitlements of members established in the collective agreement.

A WPR’s major responsibilities include:

• Advising members of their rights, entitlements, and responsibilities, as well as the employer’s obligations, under their AMAPCEO collective agreement;
• Advising members of the dispute resolution processes contained in their collective agreement, as well as the internal AMAPCEO dispute resolution peer review policies and processes;
• Providing members with resources related to specific workplace issues;
• Investigating individual or group workplace issues, complaints, and disputes;
• Accompanying members to informal meetings (OPS) or Stage One meetings (BPS) with employer representatives;
• Helping members enter information about their issue into RADAR (OPS) or complete and file a Stage One dispute form (BPS);
• Helping members problem solve or negotiate a resolution to individual or group workplace issues, complaints, and disputes with employer representatives;
• Notifying the AMAPCEO office, through the assigned Workplace Advisor (WA), of any representation or support provided to members; and
• Keeping appropriate records and information regarding the workplace issues, complaints, or disputes.

Workplace Representative Mentors 

A Workplace Representative Mentor is an experienced WPR who provides guidance, support, and advice to the newly trained WPRs assigned to them as mentees. A WPR Mentor plays a vital leadership role by ensuring members receive the best possible service related to workplace issues and disputes.

It is important for WPR Mentors to cultivate openness and trust with their mentees and to both give and receive feedback in an appropriate and respectful way.

To receive mentorship training and become a Mentor, a WPR must have:

• A proven track record of successfully handling disputes and complaints, with strong case management skills and experience in representing members at dispute-related meetings;
• Sufficient knowledge of the collective agreement and the dispute resolutions processes and practices of both AMAPCEO and the employer;
• A commitment to a collaborative and cooperative approach to problem solving;
• Completed the WPR Core Training and one advanced training course; and
• Been a WPR for at least two years and be a member in good standing.

The formal relationship between a Mentor and Mentee WPR will last at least one year. If after that first year, both the Mentor and the Mentee agree that an informal relationship would be beneficial, they should feel free to continue that relationship.

WPR Mentors’ major responsibilities include:

• Providing peer support and encouragement to help their Mentee build confidence;
• Providing advice on basic labour relations information, negotiation techniques, how to deal with difficult behaviours, and how to best handle certain workplace issues or disputes;
• Allowing Mentees to shadow the Mentor at meetings with a complainant or management representative;
• Encouraging Mentees to try new tasks by sharing their workload with them;
• Shadowing Mentees in meetings with a complainant or management representative;
• Attending teleconferences with the Mentee, Workplace Advisor, complainant, or management representative;
• Checking in with Mentees at least once every three months;
• Helping Mentees identify additional training and educational needs; and
• Providing information to AMAPCEO on issues or dispute trends.

Workplace Advisors 

Workplace Advisor and Workplace Representative interaction 

The Workplace Advisor fields questions from Workplace Representatives who are assisting members with workplace issues or disputes. The WA will generally provide initial advice and guidance if directly contacted by a member but will connect members to their WPR for additional follow up and advice, especially in cases where a member wishes to file a formal (OPS) or a Stage Two dispute (BPS).

It is important for a member who is facing a workplace issue to connect with a WPR rather than a WA, as the WPR brings unique advantages to supporting a member that a WA may not be able to provide. For example, a WPR may work in a similar area or in the same ministry as the member they are supporting, and therefore that WPR may have unique insights into how to approach the issue. This type of knowledge can be leveraged by the WPR in helping the member plan how best to present a particular workplace issue to management, or in working towards resolving the issue.

Occasionally a member’s workplace issue will require that the WA and the WPR work together as a team to strategize about next steps. This could include escalating the issue to the member’s Human Resources contact. Sometimes, the WA might need to provide support by escalating the issue to other management or employer parties as well to facilitate a quick resolution to the issue.

In addition to fielding questions, the WA also plays a vital role in providing advice and guidance to WPRs and members on the necessary steps to move unresolved informal (OPS) or Stage One (BPS) disputes forward to the next stage in the dispute resolution process.

Other Workplace Advisor duties and responsibilities 

As AMAPCEO staff’s first point of contact with members and Workplace Representatives with workplace issues, Workplace Advisors are regularly called upon to provide feedback on developing trends within their assigned ministries or BPS units. WAs provide technical expertise and advice on most member or WPR educational and training materials, and they participate in delivering presentations to members. Occasionally WAs also provide input into AMAPCEO Employee Relations Committee (AMERC) or Employee Relations Committee (ERC) meetings or participate in joint committees.

Service Standards for Dispute Resolution Staff 

The following Service Standards are used by Dispute Resolution (DR) staff as a guide and set of best practices for fulfilling their duties and responsibilities.

For Workplace Advisors 

• For urgent calls or emails from members or Workplace Representatives (for example, where a member has been called into a meeting and has been told they have the right to AMAPCEO representation), a WA should attempt to respond as soon as possible, but no later than the end of the next business day.
• For urgent phone calls or emails from an employer representative regarding member representation issues, a WA should attempt to respond as soon as possible, but no later than the end of the next business day.
• For non-urgent phone calls or emails from members or WPRs with questions about rights and entitlements or Collective Agreement articles, a WA should attempt to respond by the end of the third business day if possible.
• For phone calls or emails from complainants or WPRs about ongoing workplace issues or formal disputes, a WA should attempt to respond by the end of the third business day if possible.

For Dispute Resolution Officers 

• For urgent calls or emails from members or Workplace Representatives, a DRO should attempt to respond as soon as possible, but no later than the end of the next business day.
• For phone calls or emails from complainants or Workplace Representatives about ongoing formal disputes, a DRO should attempt to respond by the end of the third business day if possible.
• For phone calls or emails from AMAPCEO Employee Relations Committee (ERC) Representatives about current or emerging ERC issues, a DRO should attempt to respond by the end of the third business day if possible.
• For phone calls or emails from AMAPCEO ERC Reps or AMAPCEO ERC Co-Chairs about ministry initiatives or actions that are imminent, a DRO should attempt to respond as soon as possible but no later than the end of the next business day.
• For advising AMAPCEO Employee Relation Committee Co-Chairs of disclosure made by an employer to the President of any changes that will impact employees within a specific ministry or BPS unit, a DRO should attempt to contact the ERC Co-Chair by the end of the third business day after receiving the information, if at all.