Dear Cohort Members, here is an excerpt of the e-mail I had sent to the Chronicle Herald and Metro News with respect to my experience at work today. I thought it would be nice to share this with the group especially where it seems to intercept with the discourse within our recently concluded GSLL 6206.
According to its corporate website, “Securitas’ three
fundamental values are: Integrity, Vigilance and Helpfulness”. However, I am
inclined to disagree with this assertion based on my resent unpleasant
experience with this organization
As a result of this distasteful incident, I have
therefore decided to present this open letter with the hope that, perhaps,
someone on the upper echelon of this organization would read this, and be able
to bring some redress to the issues and concerns raised in this communiqué.
I recently contacted Securitas, Dartmouth Office, on
behalf of a pregnant client of mine who was let go in January of this year. As
an Employment Specialist, part of my duties in addition to assisting client to
navigate a career path, is to advocate for them when deemed necessary; hence my
reason for contacting Securitas to inquire why my client has not been issued a
Record of Employment four months after ceasing to be an employee of the
company, and after repeated attempts by her to get this required documentation
for EI maternity purposes.
During my first attempt, the initial story was that my
client had failed to return her uniform as required after termination. However,
after I reiterated that the said uniform had already been returned, it was checked and confirmed that the uniform
has indeed been returned (by the way the uniform in question was returned way back in February). At this junction, the story changed to the
fact that the delay has been due to some changes in staffing but I was promised
that the ROE will be ready by Monday (and that she will personally take care of
it).
Monday came, and gone. It is now Wednesday, my client is
due in July and as of April 18th, she does not know if she has
enough hours to qualify for EI Maternity. I decided to call Securitas again,
and this time had the privilege of speaking with the Branch Manager. After
explaining to him that my client has made several attempts to get her ROE, he
was very dismissive and stated that apparently my client hasn’t made enough
attempt, otherwise, he would have know about it as he’s the one responsible for
issuing the ROE (which tells me that my previous call did not amount to
anything). Incredibly, just like the last time, the branch manager was quick to
tell me that the ROE has been delayed because my client is yet to return her
uniform! Of course at this time, I quickly realized some disorganization within
this organization. In similar fashion to my previous call, I reaffirmed that
this uniform was returned as required. He put me on hold, came back and
informed me that two of his office staff did confirm that the uniform has been
returned but no one kept him in the loop. He then proceeded to inform me that I
should tell my client that the ROE would be ready for pick up 9 am the
following day.
I thanked him for his assistance, and then proceeded to
ask if it was alright to make a comment before getting off the phone, to which
he said yes. I expressed my disappointment at the way my client has been
treated, and how it literally took my intervention for her to get the ROE. At
this point, he became quite belligerent, and reminded me that my client should
have been the one contacting them and not a “third party”. He also asked me if
I worked for the Labour Board, and reminded me that if my client has an issue
with them, she should have approached them directly or contact the labour board
rather than having me as the middle person, and he further went on to state
that he is not interested in listening to any “crap” from me whether I’m an
employment specialist or whoever I am. He was also kind enough to remind me
that “in this country” that’s how it’s done!
I was astounded that someone occupying such a key position
within a large organization will lose his professionalism while on the phone
with another professional. It was also quite disappointing that the phrase “in
this country” was uttered by this Branch Manager. I can only conclude that he
probably assumed having an accent meant I did not know how things are done “in
this country” (even after over a decade of declaring my allegiance to Canada)
While the event has been an unsettling one for me, it has
nonetheless strengthened my resolve that I will never stop advocating for those
whose voice are often left unheard especially by discourteous organization such
as Securitas. It has also reminded me that there is still work to be done in
the area cultural sensitivity by employers around the country.
As I reflect upon my day, I am left to wonder if this
Branch Manager would have greased my ear with the statement “in this country”
if I had been a member of the dominant culture and if my accent has been, for
lack of a better term, Canadianized.
Thank you for taking the time to read.