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A Day in the Life of the Public Service of Canada

The Commission was pleased to have one of its staff participate in the project A Day in the Life of the Public Service of Canada. Ms. Susan Montsion, Client Services Officer, was profiled in this project by The Leadership Network, which showed the diversity of work done by federal Public Service employees. The project highlighted the dedication of Public Service employees and focused on people who are enthusiastic about their work. We are proud that Susan was chosen as a representative of the Government of Canada.

The Hazardous Materials Information Review Commission is an independent organization that reports to Parliament through the Minister of Health. Its role is a balancing act, protecting the worker’s right to know about hazardous materials in the workplace along with industry’s right to safeguard its trade secrets. Its clients are chemical supply companies and employers who produce or use products that contain hazardous ingredients, as well as all workers who might be exposed to these products.

On the front lines of the organization, Ms. Montsion responds to telephone enquiries—and sometimes complaints. “All calls come to me,” she says with a smile. Sometimes a single call can last up to 45 minutes. She walks clients through the complexities of the Commission’s legislation dealing with hazardous materials and coaches them on how to apply for an exemption from the requirement to disclose confidential business information. Her thoroughness and ability to explain complex regulations in layman’s terms have won her a lot of satisfied customers. “When people see a government form, they tend to freeze up,” she says, “but in most cases it’s not as difficult as it seems.”

In her 10 years with the Commission, Ms. Montsion has done a lot more than clarify government procedures. From explaining to American callers how to send our government a cheque in Canadian funds, to helping clients network with others in their own business, her genuine desire to help takes her beyond the call of duty. “It’s really quite amazing some of the things people ask me about, but client services is the part of my job I enjoy the most,” she says. “I want to give people the information they need to carry on and do business and I try to leave them with a good impression of government.”