Department also has ordered audit of Montreal office handling calls from Afghan refugees.
Meanwhile, the department has hired an outside company, Charron Human Resources, to conduct a workplace audit at IRCC's call centre in Montreal — the department's only Canadian call centre — where employees have been working to fulfil the federal government's commitment to bring in 40,000 refugees from Afghanistan.
Afghan refugees who supported Canada's mission in Afghanistan arrive at Toronto Pearson International Airport in Canada on Aug. 24, 2021. One staffer — who is Black — started her career at the IRCC call centre in Montreal in 2017 and now works in a different federal department.She described an office of overworked staff constantly being monitored by management — where the pressure to field as many calls as possible affected everything, even bathroom breaks.
"That came from the top, how we were instructed to deal with people from certain countries," she said. "There was a lot of stereotyping going on ... 'People from this country, people from that country, they're all liars, you know?'" He said he noticed a reluctance to promote employees of colour within the department over the years. He said he went through about a dozen applications before he got a promotion.
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