The Registrar magazine - Issue 10 - Winter 2024

Issue 10 Winter 2024

LEADING WITH COMPASSION Denitha Breau, Registrar and CEO, Ontario College of Social Workers and Social Service Workers, sets tone on kindness in regulation

DEI IN REGULATION Insight into the DEI journey of the Alberta College of Social Workers

COMMUNICATIONS CORNER A roadmap to effective regulatory communications

THE REGULATOR

Ontario's Electrical Safety Authority (ESA) on becoming a more modern regulator

Issue 10 — Winter 2023 Journalists and Contributors Damian Ali Dean Bernard Collette Deschenes M. Daniel Roukema

Canadian Regulatory Guide: The public register of regulatory bodies.

Graphic Designer & Production Manager Allison Wedler Editor in Chief M. Daniel Roukema Photo credits Adobe Stock Alberta College of Social Workers Electrical Safety Authority MDR Strategy Group Ltd. Ontario College of Social Workers and Social Service Workers (OCSWSSW)

www.regulatoryguide.ca

Informing the Public

-

Promoting Regulators

The Registrar magazine is produced and published by MDR Strategy Group Ltd. 800-1701 Hollis Street Halifax, Nova Scotia Canada B3J 2T9 1-800-874-3820 editor@theregistar.ca www.theregistrar.ca www.mdrstrategy.ca © 2024. All rights reserved 2

THEREGISTRAR.CA

SUBSCRIBE

-

Protecting Canadians

IN THIS ISSUE 4

DEI IN REGULATION

The Alberta College of Social Workers illustrates their journey in learning, understanding, and implementing DEI initiatives.

8

COMMUNICATIONS CORNER

MDR's Collette Deschenes underscores the importance of strategic communication for effective regulation.

12

COVER STORY

Meet Denitha Breau, Registrar and CEO, Ontario College of Social Workers and Social Service Workers, committed to regulating with kindness.

18

GOVERNANCE COMMENTARY

Dean Bernard, President and CEO, Bernard + Associates on trauma-informed investigations.

24

12

4

DR 8

THE REGULATOR

Soussanna Karas, Ontario Electrical Safety Authority's Director Licensing and Training on becoming a modern regulator.

29

IN MEMORIAM

Remembering Charles Mandel, former journalist at The Registrar magazine.

24 THEREGISTRAR.CA

3

DEI in Regulation

REGULATOR SHOWCASE The Alberta College of Social Workers and DEI Contributed by ACSW staff

T

he Registrar magazine spoke with the ​ voting seat to the committee’s Chairperson, a leaderAlberta College of Social Workers (ACSW) ship decision to ensure that Indigenous representato illustrate their journey in learning, under- tion was firmly a part of ACSW’s top decision-makers. standing, and implementing Diversity, Equity, and Inclusion (DEI) initiatives, and upholding Indige- Membership on the committee includes up to seven nous rights and culture within regulatory operations. Indigenous Registered Social Workers (RSWs) ap-

ACSW

pointed by Council and up to three ex-officio members invited to share their wisdom/expertise. The membership for this committee is extended to all Indigenous identifying RSWs in Alberta to recognize the diverse cultures and lived experiences within Alberta’s Indigenous cultural paradigm.

Looking back at the history of the Alberta College of Social Workers, the Council, who is charged with the college’s governance, has prominently valued Indigenous perspective and involvement in the regulation The ACSW recognizes the inherent individual and and governance of Alberta’s social work profession. collective rights of Indigenous peoples and the importance of working together to support, educate and Approximately 20 years ago, in an act of formal rec- guide social work practice, both by social workers who ognition, ACSW’s Council established the Indige- identify as Indigenous as well as to those who identinous Social Work Committee, whose purpose is to ad- fy as allies – all serving Indigenous people and comvise Council on matters related to Indigenous Social munities. ACSW recognizes that in order to change Work practice. In doing so, Council designated a full the historical oppressive systems that Indigenous 4

THEREGISTRAR.CA

people continue to face every day, there must be a relationship with those being served alongside understanding and knowledge in practice.

It is the belief in these relationships that ACSW created space on Council for Indigenous ways of knowing to exist, relying on the collective wisdom of the ISWC to guide our work in governing the social work profession and in the mandate to protect the public. Indigenous social work practice “... requires us to be mindful and respectful of both worlds and teaches us the importance of relationship building so that all social workers develop wise practice with those they serve.” (Honouring Sacred Relationships: Wise Practices in Indigenous Social Work, Alberta College of Social Workers Indigenous Social Work Practice Framework, 2019)

The Terms of Reference, like a roadmap, guides the committee’s work, ensuring understanding of purpose.

It is important to develop a Terms of Reference (TOR), as it holds the group accountable for their work and helps to provide clarity. It is also important to describe membership composition, processes, governance structure, etc. in the TORs as this document is the foundation for any committee on how to work together, set priorities and achieve common goals. A strong TOR will also create a shared agreement of expectations and responsibilities toward each other, affirming relationship between committee and council.

Emphasizing DEI principles such as fairness, trust, connection and respect is important, as it upholds an agreement between committee members to share in the responsibility of safety and transparency when

Jody-Lee Farah, ACSW Executive Director

THEREGISTRAR.CA

5

engaging in difficult conversations. aware of their biases and to help ensure that their biases do not lead The social work profession in Alber- into discriminatory behaviour. This ta already has strong DEI principles can be achieved through a committhat are incorporated within the ment to continuous experiential Standards of Practice (E.2 Cultural Competency and F.1 Dignity of Cli- learning throughout one’s social ents). It is important to have repre- work career. For example, RSWs sentation from racialized or margin- can take experiential learnings, like alized populations within the social participating in sweat lodges, which work profession. We recognize that can be counted towards their conlived experiences often influence tinuing competence. ACSW supour draw towards the social work Dr. Siu Ming Kwok, ACSW Council President ports all types of learning activiprofession. When it comes to emties that promote DEI principles. powering racialized or marginalized professionals within the profession, it is paramount that DEI principles ACSW recognizes that our journey are embraced, as we are given the with DEI is everlasting and a comresponsibility of working with the mitment towards learning. We enmost vulnerable/marginalized and courage all professionals to engage that RSWs do not exploit or harm with DEI learning opportunities their clients. RSWs that identify that challenge one’s biases and dis- “With an aspiration of being an with being racialized or marginalexemplary social work regulatory comfort.

For over 20 years, we have ized may experience discriminacollege in Canada, DEI and Indigenous embraced DEI principles and recogtion or other harmful behaviours. engagement, as in the past and in nized how valuable it is to have In- future, are always a critical component Therefore, these professionals un- digenous representation in our gov- of ACSW for good governance and derstand deeply how their clients ernance model. However, our work regulatory practice” are feeling when they experience continues to ensure that social work- - Dr. Siu Ming Kwok, ACSW Council discrimination or other harmful ers integrate DEI into their prac- President behaviours. Social work professionals can provide robust sup- tice and that service users receive port to clients given their shared culturally safe services from RSWs. experiences and/or provide recommendations towards poli- “With an aspiration of being an excies that are structurally disad- emplary social work regulatory colvantaging marginalized groups. lege in Canada, DEI and Indigenous Lastly, ACSW encourages different types of learning activities that promote self reflection and growth.

It is our view, that each RSW has a professional responsibility to be

engagement, as in the past and in future, are always a critical component of ACSW for good governance and regulatory practice,” ACSW Council President, Dr. Siu Ming Kwok says.

THEREGISTRAR.CA

7

Communications Corner

OUTLINING YOUR ROADMAP TO EFFECTIVE REGULATORY COMMUNICATIONS Insights on implementing effective strategic communication

T

Collette Deschenes

he regulatory landscape is ever-evolving. Now more than ever, regulators need to communicate effectively and efficiently to ensure stakeholders receive, understand, and if needed, act upon their messages. Transparent communication is key as regulators aim to build trust and credibility. Simply put, effective regulation requires effective communication.

In the hustle of day-to-day communication priorities, it's easy for regulators to prioritize immediate tasks over the strategic communications planning necessary for effective communication and long-term success. Regulators are communicating about complex regulatory changes and reminding registrants of their professional obligations, all while clarifying their role to the public.

They’re aiming to increase transparency and engagement with the public, while continuously communicating with registrants to provide them with timely information and resources so they can continue to provide competent care and/or services.

al with over a decade of experience supporting various regulators, I've witnessed firsthand the challenges faced in balancing the demands of day-to-day communication with the imperative of setting strategic communication goals. I know that you’re navigating competing communication priorities, using multiple channels, tools, and strategies to connect with your registrants, the public and your other key audiences. Through all of this, it can feel daunting to carve out time for strategic communication. So, what’s the risk when you’re lacking strategic communication?

Without communication goals, regulators are operating without a roadmap – this risks miscommunication, misalignment and missed opportunities. It also makes it challenging to assess the effectiveness of your communication and demonstrate the impact of your efforts.

While daily communication demands are important, it's crucial for regulators to dedicate time and resources to develop and prioritize measurable strategic commu-

As a seasoned regulatory communications profession- nication goals to guide your efforts purposefully.

8

THEREGISTRAR.CA

Before you dive into drafting a strategy, it’s important to take stock of where you’ve been and examine what’s working well and what hasn’t, so you have a clear picture of where you want to go. You need to review your current communication and can start by answering the following questions:

• What are your communication with your organization’s strategic challenges? What are some suc- goals to better support your efforts cesses? to achieve your objectives.

• Who are your key stakeholders (target audiences)?

• What are your primary communication channels?

• Are your key messages clear, consistent, and aligned across different communication channels?

• Are your current communication channels reaching and engaging your key stakeholders?

• Are your communication strategies aligned with your organization’s strategic goals?

• Do you have benchmarks to measure the effectiveness of your communication?

The goal of a communication audit is to evaluate your current communication strategies, channels, and practices. It examines your messaging, channels, strategies, tools and stakeholder feedback to identify your strengths, weaknesses, and opportunities for improving and enhancing your communication.

Answering these questions and more, through a communication audit, will help you to gain deeper insight into your current communication practices.

A communication audit lays the groundwork to help you develop a strategic roadmap with measurable communication goals. It is a key step on your journey to effective communication and, effective regulation.

Want to learn more about increasing the effectiveness of your communication? Connect with me at​ collette@mdrstrategy.ca.

MDR’s team of regulatory communication professionals is here to your strategic communication projects and initiatives from development to Regulators invest considerable time deployment. We’ll help you deliver and resources into establishing stra- communication to your audiences tegic plans with clear goals and ob- with purpose and impact. jectives to guide your work. A communication audit will also assess alignment of your communication

DR www.mdrstrategy.ca

THEREGISTRAR.CA

9

EXECUTIVE DIRECTOR COLLEGE AND ASSOCIATION OF NURSES OF THE NORTHWEST TERRITORIES AND NUNAVUT

The College and Association of Nurses of the Northwest Territories and Nunavut (CANNN) is the regulatory body that oversees the entry-to-practice standards and qualifications, education program approval, professional conduct, and complaints and discipline processes of the two territories’ nursing professions.

CANNN also operates as the professional association of nurses by enhancing the role and practice excellence of nurses through advocacy and promotion.

The Board of Directors of CANNN has commenced a nationwide search for an Executive Director to lead the organization on a new strategic path to regulate the nursing profession with excellence, integrity, passion, and determination.

DETAILS

Cover Story

KINDNESS IN REGULATION New leadership’s priorities at the Ontario College of Social Workers and Social Service Workers: In conversation with Registrar and CEO, Denitha Breau

R

The Registrar staff elationship-building has always been a core tenet of Denitha Breau’s professional beliefs.

the retirement of Lise Betteridge.

“No matter what sort of professional capacity you work The Registrar and CEO of the Ontario College of Social in [in regulation], I don’t believe you need to act in a cerWorkers and Social Service Workers says that organic tain way, or become a different persona, to build relaconnections lead to an understanding of how health tionships,” says Breau. “You can still execute your tasks care is enacted in practice. According to Breau, the corby infusing a certain level of kindness in your day-tonerstone of these connections lies in kindness, which day work, while also staying factual.” she believes is the key factor contributing to the College’s success as the largest regulator of licensed mental health professionals in Ontario.

Professional start The College currently regulates over 28,000 social workers and social service workers across the province of Ontario and is supported by a 21-member Council and over 40 staff members. Its ongoing mandate is to serve and protect the public from unqualified, incompetent and unfit practitioners. Breau was appointed to the role as Registrar and CEO in August 2023 following 12 THEREGISTRAR.CA

Trained as a registered nurse, Breau’s initial career endeavours began in provincial hospital and community care spaces. Recognizing the impactful changes that can be achieved in patient and client care, she seized an opportunity to join the College of Physicians and Surgeons of Ontario (CPSO).

Cover Story " No matter what sort of professional capacity you work in [in regulation], I don’t believe you need to act in a certain way, or become a different persona, to build relationships."

– Denitha Breau

Denitha Breau, Registrar and CEO, Ontario College of Social Workers and Social Service Workers

THEREGISTRAR.CA

13

Cover Story

“I wanted to try something different, and they [CPSO] were looking for registered nurses trained to work in investigations,” she explains. “Once I started the practice, I enjoyed every minute of it. Not only that, but I discovered that there was a way to investigate cases and still maintain that sense of relationship-building.”

trant groups, urban and rural, to understand how the communications that the College puts out translates to their respective practice.”

Reminiscent of her rural outreach experience, Breau’s primary objective as Registrar and CEO is to connect with communities outside of the College’s Breau’s decade-long work at CPSO ex- typical reach, both in-person and virtuposed her to the lived experiences of ally. These engagement opportunities alOntarians in communities across the low her to better understand the work of province. “It gave me perspective, which the professionals in their respective com"With everything we do, we could be lost when you live in predomi- munities, recognize their impacts on the act through the lens of nately urban centres,” Breau says. social work and social service work propublic protection. Most fessions, and appreciate the diversity of times, protecting the public individuals and their approaches across means engaging with our Relevance in practice the province, especially in rural and reregistrants." mote areas.

– Denitha Breau

Breau’s regulatory experience led her to the College in 2021, where as Deputy “The professionals in these communiRegistrar, she developed strong relation- ties share key information and insights ships with the College’s Council, com- that are extremely helpful,” Breau says.

“With everything we do, we act through mittees, and key partners. the lens of public protection. Most times, In her new role as Registrar and CEO, protecting the public means engaging she has continued to oversee the rollout with our registrants and finding out what of the College’s current regulatory initia- they need and how best to support them tives including the recently revised Stan- in their practice so they in turn are prodards of Practice. The revisions followed viding the best care. While we may not a robust consultation with registrants, know how to fill every gap immediately, service users and community partners we learn so much by simply talking to to ensure that updates reflect the current people about mental health, professional practice landscape. Breau says it is essen- practice, and other areas relevant to their tial to ensure the standards are relevant lives.” to every registrant group associated with the College.

Breau admits that in professional regulation, there is no one-size-fits all solution, “When we talk about being relevant, it’s and that not everyone can be satisfied. not just enough to provide knowledge However, she affirms that continuous through updated standards,” Breau says. improvement, and showing how the Col“It’s also crucial to engage with all regis- lege is continually listening, will demonstrate to registrants, and the public, that 14 THEREGISTRAR.CA

Cover Story “Connecting on a more human level is important, but we need to also demonstrate behaviours that everyone can relate to."

– Denitha Breau

Denitha Breau, Registrar and CEO, Ontario College of Social Workers and Social Service Workers

the regulator is approachable and there Creating connections and to support. She says that being a leader providing support in this space means remaining receptive to all information provided by a strong team, ultimately leading to improved de- Since the peak of the COVID-19 pandemic, the College has grown by more cision-making.

THEREGISTRAR.CA

15

Cover Story

than 4,000 registrants, which Breau says An enriched perspective presents unique opportunities. Providing innovative resources enables registrants to perform proactively, ultimately Trust is easily lost and hard to gain, Breau leading to better health care outcomes says, but she explains how the College’s systematic approach to engagement alfor the public. lows them to create genuine relation“Setting up resources that are useful for ships that don’t feel transactional. regulated professionals and ensuring that they are appropriately using their scope Breau believes that utilizing an approach of practice, leads to an encompassing arc rooted in genuine interest and support of health care across multiple communi- can be applied to the entire regulatory ties,” Breau says. “The aggregate data we sector. She says that when regulation is pull from our base of 28,000 registrants working well, it is not scrutinized – it exensures that we not only support those ists in the background to support society. who are in the field, but act through the “Regulation is not generally a ‘thanked lens of public protection.” for’ job, but when it’s done well, you build “Regulation is not generally a ‘thanked for’ job, but when It’s a continual work-in-progress, Breau trust with your registrant-base, service it’s done well, you build says, and there are future milestones users and other partners and can positivetrust with your registrant- ahead related to taking a more humane ly influence the direction of health care,” base, service users and other approach to regulation that the College Breau says. “Then I feel like I’m makpartners and can positively aims to achieve. “Connecting on a more ing a change that can benefit everyone.” influence the direction of health care.”

– Denitha Breau

human level is important, but we need to also demonstrate behaviours that everyone can relate to,” Breau says.

The College is focused on engaging with social workers and social service workers who self-identify as First Nations, Inuit or Métis and is actively developing partnerships with Indigenous communities.

Breau says this begins with acknowledging the recommendations of the Truth and Reconciliation Commission.

“It’s all about setting intention and actively listening,” Breau explains. “While we’re in these communities, the College creates connections that allow us to deepen our knowledge and also repair trust that may have been lost.”

16 THEREGISTRAR.CA

REGULATORYJOBS EXECUTIVE RECRUITMENT

RegulatoryJobs Executive Recruitment supports Canadian regulatory bodies with complex search processes to retain senior members of leadership teams.

A service by MDR Strategy Group Ltd., we provide our clients with innovative search and selection methodologies tailored to respond to their strategic priorities.

Our success is based on our unmatched sector expertise, our reputation for service excellence, and the confidence we instill in our clients by knowing their work and challenges to identify the right talent.

www.regulatoryexecutive.ca

Governance Commentary

TRAUMA-INFORMED INVESTIGATIONS A universal best practice regulators should adopt Dean Bernard, President and CEO Bernard + Associates

T

Dean Bernard, President and CEO, Bernard + Associates

he term “trauma-informed” The concept of investigations is a is not new and was first in- relatively simple one: troduced in a clinical envi-

ronment in the 1990s. Like many • Gather information, to understand the facts around an issue, concepts, theories, and practices concern, or complaint it takes time to see broader under• Consider the known facts, or standing and implementation. It at least our best understanding has now become a hot topic with of the facts and measure them many people raising the benefits against an expectation (standards, of this important approach beprinciples, legislation, or guideing applied to investigations. But lines)

when we say “trauma-informed investigation” what do we mean?

What should regulators be thinking about when it comes to the implementation

of

trauma-in-

formed investigations? This article is meant to offer some perspective and guidance on this issue.

18 THEREGISTRAR.CA

To do this there is a process that expected to comply with legislative authority and framework, and the accepted principles of investigation, which include fairness, confidentiality, transparency, dignity, and equity. While doing all of this, we will be faced with many different

scenarios, and a variety of personalities, attitudes, and expectations from people who are subjected to this process. In most cases, we don’t know these people well. We don’t know what issues or experiences they have had in their lives, or their experience with justice systems.

The investigative process puts almost all of them in a power deficit, which can invoke fear, and possibly mistrust in the process and those of us administering that process.

This access to information can create understanding, which can potentially decrease anxiety about the process or even open the door to other processes such as informal resolution where appropriate.

After a matter has been initiated, it is typical that a formal acknowledgment and notification is provided to the parties in a matter. These communications can be devastating to people, Registrants immediately fear for their future career, and I want to touch on this from two Complainants often get a sense of broad perspectives: the process overwhelm. These letters are made overall, and the interview process more devasting if they are very within the investigation. The pro- lengthy, and peppered with comcess, because it generally invokes plicated and legalistic language the concerns noted above, and the many people won’t be familiar with. interview, because this is the stage I have seen cases where the initial of investigations where we have the letter to a Registrant (Yes, the psychological safety of the Registrant greatest opportunity to hopefully is just as important) in a case is so mitigate those fears; or if we aren’t intimidating that the potential for careful, exacerbate them. any kind of informal resolution is eliminated by their belief that they must take a stand and fight for their The process future. While it is important to ensure people are provided the inforBecause of the trepidation people mation required to understand the have in relation to investigations, process and its potential outcomes, and the heightened implications for it can be done in a manner that is both Complainants and Respon- not intimidating. dents in such matters, it is critical the processes be mapped out clearly Another organization or process and are well communicated. Reg- factor is consistency in process. ulators should have brochures or Consistent approaches and cominformation sheets posted on web- munication are important to estabsites, and maybe even a video where lish trust by those engaged in the someone explains the process in a investigation. In many instances manner that demystifies it and in- Registrants are represented by leterrupts potential misperceptions. gal counsel, who will deal with the

regulator multiple times. When the process is consistently and fairly applied, a Registrant’s legal counsel will gain a level of comfort with a regulator’s process over time. Their comfort might lead to greater comfort for the Registrant, and smoother investigations overall.

Processes need to have consistent applications of policy on such things as: • Accommodation requests by people engaging in the process • How anonymous complaints are handled • Witness anonymity – yes / no and under what circumstances?

• Timelines on submissions by parties and extension requests • Remote investigation processes • Compelling interviews or access to documentary information Some of the above are outlined to one degree or another in legislation, depending on your geographical jurisdiction, but even so there is room for interpretation in some areas, and having clear policies and operating procedures on these issues leads to consistent and fair approaches.

The interview When investigators conduct interviews, it is easy to forget that they are in a position of power, and the imbalance of power can lead to detrimental outcomes that will affect THEREGISTRAR.CA

19

the usefulness of the information gathered as well as • During the interview, try to foster a safe and supportleave the person interviewed in a bad place psychologive environment by building rapport and avoiding agically. We have all seen the tough interview styles in gressive language or tones. Where possible, give them the movies and TV, but as most would agree, what we a chance to tell their story. Don’t bombard them with see in the movies is very often the exact opposite of question after question. This allows them to provide reality, or at least what should be reality. a narrative and you can ask clarifying questions after.

As competent investigators we have a responsibility to • Avoid aggressive questioning techniques. Instead, gather information that can be relied upon to make speak in a non-judgmental way. It is good to show important decisions. Instilling discomfort and engagempathy in an interview. Questions that have a ing in tactics that manipulate can lead to incorrect, sense of blame imbedded in them are just the way missing, exaggerated, and false information being people feel victimized by the process. provided by interviewees. It is critical to manage the approach to interviews in a manner that creates psy- • Offer breaks if you observe a need for one. Let chological safety for the interviewee. An unpleasant or them know in advance that they can ask for a break frightening interview can lead to re-victimization or and that is just fine. distress that will negatively impact the interviewee's perceptions, cooperation, memory, and sense of fair- • In many cases a support person should be offered, ness. The result is the potential lack of reliability and either a person they can consult with before the even the validity of the information they provide. The interview, or to have present during the interview. following steps should be taken to ensure a psychoOf course, this should not be another witness or logically safe experience for those being interviewed: party to the investigation and appropriate confidentiality provisions will need to be put in place.

• As small as it might seem, consider avoiding the word “interview” when setting up an interview. Words have • Try to be respectful of the interviewee’s limit for power and can create fear, resistance, and obstacles to discussing a topic or continuing with the process. communication. I will typically avoid that word and It might be necessary to have additional meetings refer to us having a “meeting” to discuss the matter. rather than trying to get it all done at once.

• Give the interviewee a clear understanding of pro- • Stay open minded, check your own bias, and recess, what their role is in that process, and how member that not all people have the same life exthe interview will unfold. Also, allow them to ask periences as you. Their ability to trust you and the questions they might have to help them feel betprocess might be different, their ability to recall inter prepared and give them a little control. This formation might be impaired for several valid reahelps balance the power differential. Much of this sons, and the order information is provided might can, and sometimes should, be covered in a pre-inbe different than what you would expect. Traditionterview meeting or perhaps through written comally these situations would lead to drawing adverse munication prior to the interview. Adaptability inferences about the person or the information the to the needs of those you deal with is important. person is providing, but we now know these are memory issues often related to negative experiences • Create a safe environment by assessing their comfort or traumatic events. around the location of the interview (if it is in-person).

20 THEREGISTRAR.CA

Of course, this above represents the steps, overall strategy, and approach to managing interviewees in a manner that protects their mental health and optimizes the interview results. What can’t be easily explained or taught in this short article, is the nuanced skill to communicate effectively, which includes a well-managed combination of timing, judgement, language, tone, and the ability to strategize your communication on the fly.

These skills, take time and practice to build and master, but when used correctly, and in concert with the steps outlined earlier, you will create an empathetic, respectful, and dignified interaction that protects the mental health of those who participate in your investigations, while ensuring the information you gather is reliable and valid.

that our approach is dignified, effective, and psychologically safe for all those we engage with in relation to our investigation work, and what we refer to as “trauma-informed” is just that.

By taking this approach you are also promoting a culture of respect and empathy within your organization, which is essential for building trust and obtaining reliable outcomes.

Final point An important consideration in all our investigative work is understanding that everyone should receive the benefit of the approach described above. What about those who are not traumatized in the sense we often think? In other words, most often we have no knowledge of a significant event or life history that has impacted someone we are dealing with.

Trauma can be a slow burn of experiences such as chronic abuse or neglect, mistreatment as a racialized or marginalized person, observing mistreatment of others or observing miscarriages of justice firsthand. Also, we need to consider that the benefits of the above practices are not restricted to those we perceive to have had traumatic issues in their past. These approaches are beneficial when dealing with many people including those with mental health issues, cognitive impairments, or who are neurodivergent. Hey, here’s an idea…everyone!

The point here is that best practices in investigations must include these approaches and concepts. We can’t know what people have experienced, or the conditions they might be enduring, so our assumption should be

THEREGISTRAR.CA

21

FROM .CA TO .ORG

www.regulatoryjobs.org Worldwide Opportunities in Regulation and Consumer Protection

The Regulator

SAFELY POWERING TOMORROW ESA’s journey towards becoming a modern regulator

Soussanna Karas, Director, Licensing and Training, Electrical Safety Authority

​P Soussanna Karas, Director, Licensing and Training, Electrical Safety Authority

24 THEREGISTRAR.CA

About ESA

icture it – you purchased an electrical vehicle (EV).

You are trying to be an environmentally responsible citizen making your contribution to the reduction of carbon emissions. As a next step, you go online to Kijiji or Craigslist and find an electrician who promises they can install an EV charger fast, and cheap. Without a second thought and without verifying whether they are licensed, they are hired. They come to your home and install the charger in your garage. In fact, they aren’t licensed. No permit for the work is obtained from the regulator and no inspection is conducted. In this situation, despite your best intentions, you have engaged with the under-

ground economy and potentially put your new vehicle investment, your property and your family at risk of fire or worse.

The Electrical Safety Authority (ESA) regulates and promotes electrical safety in Ontario. ESA is mandated by the Ontario Government to implement and administer Part VIII of the Electricity Act and associated Regulations. ESA’s vision is an Ontario where people can live, work, and play safe from electrical harm.

Supporting the future of electrification in Ontario One of the ESA’s primary functions is licensing and regulating Master Electricians (ME) and Licensed

Electrical Contractors (LEC) with the goal of enhancing electrical safety, and consumer protection. These licencees deliver electrical services to industry, businesses and homes across the province. They are also critical to enabling the transition to electrification, supporting net zero targets and the adoption of new technologies.

A few facts about ESA licensing framework In fiscal year 2023:

the engagement with the stakeholders is the desire to see the ESA as a partner in safety, engaging in open dialogue and collaboration on issues that are important to the licence holder community.

Competency Profile

Whether it is the installation of electric vehicle charging stations, the development of a local microgrid system or • There were approximately 25,000 active licence the upkeep of a large-scale transmission line, licensed holders. electrical contractors and their skilled workforce are • We administered over 1,200 licensing exams. essential to powering Ontario’s ambitious electrifica• We handled close to 2,000 public complaints, and tion plans, especially as the need for new electricity conducted almost 100 investigations which resulted supply grows. Recognizing this, and with advice from in 150 charges being laid. our advisory councils, ESA undertook the develop• We processed and issued 1,135 compliance actions ment of a comprehensive Competency Profile for Masand issued close to 1,500 licence suspension and reter Electricians, which was released earlier this year. vocation notices.

Licensing Strategy 2021-2025

The Competency Profile describes the professional capabilities and best practices of an individual applying for, and holding, a Master Electrician licence. It doesn’t

Prior to becoming the Director of Licensing in 2020, I worked with a number of different regulators in the safety and consumer protection sectors. In close to 20 years of working in the regulatory space, I have worked with public institutions, professional associations, consumer advisory groups and other stakeholders who have crucial but diverse interests in the administration and enforcement of regulatory frameworks.

This broad experience has taught me to listen to, and appreciate, the many diverse perspectives that come to bear on the complex issues we deal with. It has brought a firm belief that to become a modern regulator, it is crucial to consult and collaborate with others to reach pragmatic solutions with beneficial impacts. This is why, when I began my mandate, the first order of business was to develop the first ever 5-year Licensing Strategy.

ESA’s Licensing Strategy was developed in close collaboration with licence holders, professional associations, and the ESA advisory councils. What I heard during THEREGISTRAR.CA

25

create new obligations, but supports compliance with the existing regulatory requirements.

Sharing regulatory insights

The Competency Profile was first of its kind for elec- As we continue in our journey of listening, engaging trical contractors. It naturally has an emphasis on elec- and partnering with the licensed community with the trical safety, but also highlights critical interconnected goal of improving consumer protection and electrical components like consumer protection, ethics, and diver- safety, I wanted to pose a question to the broad regulasity and inclusion, among other topics. It received great tory community. support during the development and consultation process. Crafted collaboratively, the Competency Profile is For those of you that have developed and launched your the result of extensive efforts by subject matter experts, own competency profiles (or equivalents), what does industry representatives, and the invaluable feedback successful implementation look like at your organizaof 1,576 MEs who provided input through a survey. tion? How do you measure adoption of these competenThrough their dedication, 65 competencies have been cies and change in behaviour? How do you continue to created, spanning nine domains. These competencies engage with your stakeholders to ensure you have livencompass everything from technical knowledge and ing framework that reflects the evolution of the workskills to health and safety, management, advocacy, and force of tomorrow and the regulator’s role in supporting professionalism, ensuring a well-rounded foundation this evolution? You can reach me at Soussanna.Karas@ electricalsafety.on.ca. I would be very grateful for your for every ME. insight, feedback, and continued collaboration.

As the ESA takes this important step, we have heard from the licensed community that simply developing and posting the competencies is not enough. More guidance and support is required. Recognizing that lifelong learning is essential for maintaining lifelong safety, ESA created the award-winning1 Competent Designated Master Electrician Module which is available to all licencees free of charge. By encouraging continuous professional development, the ESA supports licence holders in staying abreast of the latest advancements in the field, promoting a culture of safety, consumer protection and excellence.

1

This Module was recognized with the Gold Hermes Creative Award in 2023.

The Registrar magazine invites regulatory bodies to contribute news, updates, and other information in their own words. If you are interested in spotlighting your regulatory body, contact The Registrar magazine.

The opinions expressed in this article are those of the organization and its contributors.

26 THEREGISTRAR.CA

CORRECTION NOTICE College of Applied Biologists – Issue 9 In the previous issue of The Registrar magazine, a photo used on page 28 featured silviculture, a forestry practice not associated with the College of Applied Biologists (CAB).

The photo above features water sampling, a practice within the scope of an Applied Biologist.

podcast

Subscribe to The Registrar Podcast's YouTube channel to listen to interviews with professionals around the world who dedicate their careers to protecting the public interest.

SUBSCRIBE NOW

28 THEREGISTRAR.CA

IN MEMORIAM CHARLES MANDEL

Charles Mandel (from X: @charlesmandel2)

The Registrar magazine fondly remembers Charles Mandel, who passed away in November 2023. An award-winning reporter and editor, his work was featured in numerous publications and digital platforms, including The Globe and Mail, Macleans, and Wired.com.

and Consumer Services Commission and their multidisciplinary approach to oversight on crypto and cyber fraud. It has demonstrated how important it is for regulation to evolve to protect the public.

Our condolences to his family and friends for their loss.

Charles was an integral part of The Registrar magazine’s early beginnings, having Charles, you will be missed. supported the editorial team with regulatory story pitching and editorial oversight.

His article, in Issue 2 of The Registrar, focused on the New Brunswick Financial

THEREGISTRAR.CA

29

be su bs cr i to ic k

Cl

Death – the subject no one wants to talk about.

But really, everyone needs to know about.

This free family magazine is filled with compelling stories & videos about your options & rights in death sector services.

Share it with your family.

Click here to read or subscribe

The online magazine also focuses on consumer protection information, human interest stories on grief, history of cemeteries, plus features on familiar and lesser-known services.

Beyond is the magazine of the Bereavement Authority of Ontario (BAO), a government delegated authority administering provisions of the Funeral, Burial and Cremation Services Act, 2002 (FBCSA) on behalf of the Ministry of Public and Business Service Delivery.

Responsible for protection of the public interest, the BAO regulates, ensures compliance with the law, provides resources and services to licensed: • Funeral establishment operators, directors and preplanners; • Cemetery, crematorium and alternative disposition operators; • Transfer service operators; and • Bereavement sector sales representatives across Ontario.

The BAO is wholly funded by licensee fees (not tax dollars).