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Resources for City staff

Updates from the Mayor

Updates from Ottawa's Mayor, Jim Watson.

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Updates to staff from the City Manager

Updates from the City Manager, Steve Kanellakos.

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WellCan: New mental health resources from Morneau Shepell


The City’s Employee and Family Assistance Program (EFAP) provider, Morneau Shepell, is pleased to announce the launch of new free mental health resources app: WellCan. This new app provides you with free and easy access to an extensive range of resources to support your mental health. The WellCan app is easy to use and is available to everyone in Canada as a free download from the App Store or on Google Play.

Content will continuously be refreshed with the latest information and resources.

Well-being Wednesdays

The uncertainty associated with the COVID-19 pandemic makes taking care of our well-being even more important. To support you in staying well, Morneau Shepell will be hosting weekly Well-being Wednesdays through Facebook Live sessions from their LifeWorks Facebook page.

Well-being Wednesdays sessions will run for 30 minutes in both English and French and focus on one of the four pillars of well-being: Physical, Social, and Financial. Morneau Shepell experts and partners from around the world will lead the Well-being Wednesdays live sessions!

All you need to join Well-being Wednesdays live is to visit the LifeWorks Facebook page. You can also follow the page to be notified every time Morneau Shepell is going Live.

If you can’t make it to a live session, no problem; the session recordings will be posted on Morneau Shepell’s platforms, websites, and social channels.

General information about COVID-19

Where do I go for the latest information about the current situation in Ottawa?

Ottawa Public Health features the most current updates about the evolving situation in Ottawa. Please check the website regularly for changing information and tips for staying healthy.

Where do I go for the latest information about the current situation in Quebec?

The official website of the Government of Quebec ( has published information about COVID-19. Please check the website regularly for changing information and tips for staying healthy.

If residents in my community are interested in opportunities with Ottawa Public Health, what should they do?

They can send their resume and cover letter to

What are the symptoms of COVID-19?

According to OPH:

  • COVID-19 has common symptoms such as feeling feverish, cough, or difficulty breathing.
  • COVID-19 also has less common symptoms such as unexplained fatigue, delirium (a serious medical condition that involves confusion, changes to memory, and odd behaviours), falls, acute functional decline, worsening of chronic conditions, nausea, vomiting, diarrhea, abdominal pain, chills, headaches, croup, or loss of taste/smell.
  • COVID-19 may also present as new or worsening respiratory symptoms such as: sore throat, cough, congested/runny nose, sneezing, hoarse voice, or difficulty swallowing

Some infected with COVID-19 may show little to no symptoms, and symptoms may take up to 14 days to appear after exposure to the virus.

How is COVID-19 spread?

Human coronaviruses cause infections of the nose, throat and lungs. They are most commonly spread from an infected person through:

  • respiratory droplets generated when you cough or sneeze
  • close, prolonged personal contact, such as touching or shaking hands
  • touching something with the virus on it, then touching your mouth, nose or eyes before washing your hands

Current evidence suggests person-to-person spread is efficient when there is close contact.

Do I have to come to work?

We need employees to continue to work to deliver the important services that residents rely on. Managers will work with employees to explore whether alternate work arrangements are available.

Can I work from my regular work location instead of at home?

The situation is evolving constantly. Please speak to your manager to determine whether you are able to access your regular work location.

Can I adjust my start and end time of my shift while working from home?

Start and end times may be adjusted with approval of the employee’s direct supervisor.

What are the expectations while working from home?

Your direct supervisor will set expectations, assign work and track measurable outcomes. Please note that your supervisor may, at times, require you to physically report to work to meet operational needs.

Do I still have to follow City policies and directives while working from home?

Yes, City of Ottawa policies, directives, procedures and guidelines must be adhered to regardless of the employee’s working location. As employees continue to work from home and interact with colleagues virtually, it is important to remember the importance of sustaining and maintaining a respectful workplace and continuing to follow the City’s Employee Code of Conduct.

Can I refuse to serve a customer who I suspect is ill?

You can continue to serve clients without putting yourself at risk. Practice physical (social) distancing and other precautions recommended by Ottawa Public Health. You can also ask the client to step back one to two meters while you serve them.

I am concerned that I am at risk of getting sick while at work or on the way to work. What are my options?

Speak with your manager or supervisor to learn what measures are in place to ensure safety in the workplace. You should also check the Ottawa Public Health website and follow their recommended precautions. You can also speak to your manager or supervisor about alternate work arrangements, including work from home and flexible work hours where possible.

What type of planning is underway to support us and keep us safe as we continue to provide services?

City of Ottawa employees provide important services that our residents depend on each day. Your management team remains focused on continuity of service and staff sustainability plans as the COVID-19 situation continues to evolve.

These plans will:

  • Ensure your health and safety as we continue to provide residents with important services.
  • Provide you with flexibility as you balance many personal and work-related priorities.
  • Give you the opportunity to recharge so you can continue to provide the best services possible.
  • Include ways to reduce the number of staff in the same place at the same time (ex: staggered start/end times, rotating schedules).
  • Provide supports to enable staff to work from home

What is the City’s COVID-19 self-assessment tool?

The City’s COVID-19 self-assessment tool was created to help employees and contractors self-assess for coronavirus (COVID-19) symptoms prior to attending or entering their workplace in order to keep our workplaces safe.

Employees and contractors are required to follow all department specific self-screening processes at the commencement of their shift. In the absence of a department specific process, all employees and contractors must complete the City of Ottawa COVID-19 self-assessment prior to starting their shift. Employees who are working from home must complete the self-assessment on a weekly basis.

If the results of either the departmental or City self-assessment indicate that the employee or contractor has symptoms of COVID-19, they must stay home, inform their manager, supervisor or City of Ottawa contact. Where symptoms are minor, City employees should be placed on isolation leave.

If an employee or contractor develops mild respiratory symptoms during their shift, they must go home immediately and notify their manager, supervisor or City contact. City employees should then be placed on isolation leave.

In both cases, if symptoms worsen, or if the employee or contractor is confirmed to have COVID-19, City employees should complete and submit the sick leave self-declaration form. The form allows employees to self-declare for 10 working days, or sick leave in alignment with the requirement to self-isolate for 14 days in the case of COVID-19 symptoms.

Should employees wear non-medical masks?

  • Employees are not required to wear non-medical masks
  • Non-medical masks may help to prevent the transmission of the virus, particularly in circumstances where physical distancing is not possible
  • A non-medical mask may slow the spread of the COVID-19 virus by individuals who have the virus but are not showing symptoms
  • Non-medical masks are not considered personal protective equipment (PPE), are not intended to protect employees from COVID-19 and cannot be worn as a substitute for PPE
  • Employees can choose to wear their own mask. Further, the City of Ottawa has procured masks that will be provided upon request to employees who are required to work on-site
  • It is recommended that employees, who choose to wear a mask, follow Ottawa Public Health’s guidance on masks

Some tips include:

    • Befre putting on a mask, you should wash or sanitize your hands
    • Make sure the mask fits snuggly ver your mouth and nose with no gaps around your nose, cheeks or chin
    • When wearing r removing your mask, avoid touching the front of your mask
    • Place the used mask in a bag fr laundering at home
    • Wash r sanitize your hands after removing your mask
  • Employees should speak with their supervisor for more information on availability and distribution

How am I being protected from contractors who continue to come to our worksites?

Many of our contracted projects and services will continue at this time in support of our ongoing service delivery. In order to protect the health of our people, all employees and all contractors must do a self-assessment before attending or entering a City worksite. Contractors must also comply with Ottawa Public Health recommendations and guidelines. If you observe non-compliance, we ask you to escalate this concern to a manager/supervisor.

What is being done to protect my health and safety while I perform my work?

Your health and safety have always been and continue to be a priority for your leadership team. Some of the proactive measures that have been implemented include:

  • A departmental or City self-assessment process which includes the requirement for employees and contractors attending City workplaces to complete a self-screening process before attending work each day and for employees who are working from home to complete the City self-assessment on a weekly basis.
  • Posting signage to promote frequent hand-washing and social distancing.
  • Social distancing – this is a critical part of keeping our workforce safe and healthy.
  • By asking those who can, to work from home, to create needed space.
  • Limiting the number of individuals per vehicle.
  • Staggering start and end times.
  • Developing staff rotations or shifting work times.
  • Closing facilities to the public.
  • Cancelling non-emergency home visits.
  • Collecting and distributing cleaning supplies and Personal Protective Equipment (PPE).
  • Installing COVID-19 information boards in yards and worksites and providing regular communications to keep employees informed.

What can I do to help keep myself and my colleagues safe in the workplace? 

We need to work together to keep our workplaces safe. Steps that you can take to keep yourself and your colleagues safe include:

  • Follow the self-screening process prior to attending or entering your workplace each day.
  • Stay home if you are sick.
  • Wash your hands frequently.
  • Respect physical distancing (2-metres).
  • Keep your distance in shared spaces (such as kitchens and lunchrooms).
  • Hold any necessary team meetings virtually or in large, open spaces (ex: garage).
  • Check-in with your colleagues (this can be a call, text or video-chat).
  • Take and use only the sanitation and cleaning supplies you need.
  • Clean vehicles and shared spaces after each use.

What do I do if I believe a coworker is ill?

Speak to your manager, who will assess the situation.

What should I do when an employee expresses a concern about their safety because a colleague has indicated they are not self-isolating or adhering to social distancing guidelines?  

Speak to your manager, who will address the situation.

How is Canada Life supporting me and my family’s benefits during COVID 19?

The best way to stay informed as a plan member is to sign up for Canada Life’s GroupNet for Plan Members

I rely on public transportation to get to work and I know that ridership is low. What changes can I expect as it pertains to O-Train, bus, and Para Transpo service?

Service level adjustments began to take place in March. Please note the details for different modes:

Conventional Bus

    • Service will continue to be provided in all neighbourhoods;
    • Weekday service will move to Saturday service levels on many routes;
    • Many routes which normally operate only on weekdays will continue to run, but at modified service levels;
    • Rural weekly Shopper services will continue as usual
    • The first trip in the morning will be later than usual on many routes;
    • Saturday and Sunday service will operate as usual; and,
    • Complete schedules and details of impacts to specific routes will be available on

O-Train Line 1 the Confederation Line

    • On Fridays, service will run until 1 am on Saturday morning (overnight bus service will be available);
    • Otherwise, service start, and end times will remain the same;
    • Trains will arrive every 6 to 8 minutes at peak periods and every 10 to 16 minutes at other times of the day and on weekends
    • The number of dedicated R1 buses is being reduced to align with changed service levels on Line 1; and,
    • Staffing levels of the red vested O-Train Ambassadors have been scaled back.

O-Train Line 2 - The Trillium Line

    • Trains will arrive every 15 minutes at all times during the service period;
    • Service start and end times will remain the same; and,
    • As we have done on our buses and Line 1 trains to protect the health of our operators and customers, we will be installing tape on Line 2 trains to block the area closest to the operator cab from the rest of the train.

Para Transpo

    • Para Transpo volumes are currently low and are being managed; and,

All trip requests are being accommodated

How is the City supporting local businesses during these challenging times? 

On March 23, the City and community partners launched the first phase of the Buy Local Campaign, a promotional campaign to help local businesses during these challenging times.

Please take a moment to check out the Buy Local Campaign website, where you’ll find links to sites listing businesses serving customers virtually or providing takeout and meal delivery.

I am feeling very anxious about the current situation. Is there anyone I can talk to?

Dealing with family members, clients and colleagues during a pandemic can be very stressful. You may be worried about your health and the health of those you care about, while also wanting to provide excellent service to your clients. If you have concerns about how you are coping, speak with your family physician or a mental health professional.

The Employee and Family Assistance Program (EFAP) is available to provide support to you and your eligible family members by phone, online and video counselling. Contact the provider at 1-844-880-9142 (TTY: 1-877-338-0275), through the My EAP app (available for Apple, Android and BlackBerry) or on

Here are additional services that are available to you:

· Government of Canada: Mental health tips for working from home;

· Ottawa Public Health resources:

  • To learn more about how to talk about mental health, check out have THAT talk
  • If you are concerned about your mental health or someone else, check out the Mental Health and Substance Use Resource List
  • If you are in crisis, contact the Mental Health Crisis Line (24 hours a day/7 days a week) at 613-722-6914 or if outside Ottawa toll-free at 1-866-996-0991

How can I reduce stress during these unprecedented times?

The Employee and Family Assistance Program has identified nine helpful ways to reduce stress in stressful times:

  1. Find ways to unwind your body and mind. Deep breathing, muscle relaxation, yoga, or any relaxing activity that you enjoy can help.
  2. Get moving regularly, whether it's a stroll at lunch or a yoga class after work. Exercise is good for your mind, body and spirit!
  3. Think positively. Situations may be out of our control, but we can control how we react to them.
  4. Eat regular, balanced meals. A good diet will keep your energy levels consistent and improve your ability to handle stress.
  5. Set reasonable boundaries for yourself. Think like a marathon runner, not a sprinter. If you are feeling exhausted or overwhelmed, speak to your manager or supervisor.
  6. Accept change and acknowledge the possibility that your day may not unfold as you imagined.
  7. Reach out to the people you feel close to. Even in times of social distancing we need to feel supported. Call or use video chat to stay in touch with those who matter to you.
  8. Accept the help of others and share your responsibilities and priorities at work and at home.
  9. Find the funny side if you can. Laughing is one of the easiest and most enjoyable ways to reduce stress.

Required COVID-19 self-assessment

If you are attending the workplace, you are required to complete the City of Ottawa COVID-19 self-assessment form before attending the workplace each day. If you are working from home, you are advised to complete the self-assessment on a weekly basis.

City of Ottawa COVID-19 Self-Assessment

What to do if I’m not feeling well

I did not travel abroad and have not had direct exposure to someone with COVID-19, but I’m starting to feel sick. What do I do?

Stay at home and do not come into work if you are unwell. Advise your manager and work with them to determine if you can work from home or submit sick leave. Continue to self-monitor your condition and reach out to your health care provider if needed.

I’m a health care provider. What should I do if I’m feeling unwell?

All employees should be self-monitoring for any symptoms consistent with COVID-19. If you are feeling unwell – fatigue, sore throat, cough or fever – please heed the advice we have been giving residents. Stay home, rest and self-isolate. If your symptoms persist or worsen, you should consider going to your health care provider or the COVID-19 Assessment Centre for further assessment. If you do go to the COVID-19 Assessment Centre, please be sure to convey to them that you are a health care worker. It is also important to check in with your supervisor, or occupational health team prior to your return.

What do I do if I think I have COVID-19 symptoms or have been in contact with someone who has COVID-19?

If you think you have coronavirus (COVID-19) symptoms or have been in close contact with someone who has it, use the City of Ottawa COVID-19 self-assessment tool to help determine how to seek further care.

The self-assessment is not intended to provide medical advice. If you have medical questions, consult a health practitioner.

If you are having difficulty breathing or experiencing other severe symptoms, call 911 immediately. Advise them of your symptoms and travel history.

If an employee receives a positive test result, will OPH be notified and do they have a protocol to notify potentially impacted coworkers?

Ottawa Public Health works closely with each confirmed case of COVID-19 to create a list of close contacts (spent excessive time within a two metre radius) that require follow-up. If you have been contacted by Ottawa Public Health, follow the advice provided to you by the nurse. If you have not been contacted by Ottawa Public Health, please do not assume that you are a close contact. Continue to take social distancing and other precautions and, if needed based on the guidance on, follow self-isolation or testing directions.

Who is considered a close contact?

According to OPH, a close contact is:

  • a person who lives with someone diagnosed with COVID-19, or
  • a person who provided care for someone diagnosed with COVID-19, including family members or other caregivers, from up to 2 days (48 hours) before the person with COVID-19 was sick until they started to self-isolate, or
  • a person who had other similar close physical contact for more than 5 minutes, from up to 2 days (48 hours) before the person with COVID-19 was sick until they started to self-isolate.

OPH will contact you directly if you have been identified as a close contact.

How will I be informed if a co-worker has tested positive for COVID-19? Do I need to self isolate?

Ottawa Public Health will work with the employee to identify other people who may have come into contact with them through meetings, venues, or workplace location. If you have had close contact (spent time within 2 metre radius) with the person you will be contacted directly. If you are at risk, you will be given instructions on self-isolation. OPH will communicate environmental cleaning and disinfection recommendation with your General Manager or Director.


What is the difference between self-isolation and physical (social) distancing?

The purpose of self-isolation is to prevent the spread of COVID-19 to others in your home and your community.

You will be instructed by a health care provider or Public Health to separate yourself from others (self-isolate) when you are sick with symptoms of COVID-19, including from the people you live with, to the greatest extent possible.

The Federal Quarantine Act also requires any person entering Canada by air, sea or land to self-isolate for 14 days whether or not they have symptoms of COVID-19.

When self-isolating, leaving your property for a walk is not permitted. You also cannot go to community settings including the grocery store and pharmacy. If you need groceries or other essential items, have a family member, friend or neighbour do this for you and leave items at the door. For more details on how to self-isolate, please visit the OPH website.

Physical (social) distancing involves taking steps to limit the number of people you come into close contact with. Part of physical distancing means staying 2 meters (6 feet) away from others, avoiding non-essential trips in the community, sitting at a different cubicle or workstation to maintain a safe distance from colleagues, and working from home whenever possible.

Please remember that physical distancing doesn’t mean social isolation. Employees are encouraged to connect with friends and loved ones via phone or video. Maintaining strong social networks is particularly important as we practice physical distancing.

OPH is urging everyone to practice physical distancing, or self-isolate if applicable. This will help limit the spread of COVID-19 in the community, and may save the life of a family member, neighbour, friend or coworker. For more details on physical distancing, please visit the OPH website.

What does self-isolate or self-monitor mean?

Public Health Ontario has published helpful guides for people who are in self-isolation or who are advised to self-monitor.

When should I self-isolate?

You must self-isolate for at least 14 days if you have:

  • returned from travel outside Canada
  • been diagnosed with COVID-19, or are waiting to hear the results of a lab test for COVID-19
  • symptoms of COVID-19, even if they are mild
  • been in contact with a suspected, probable or confirmed case of COVID-19

Ontario's Chief Medical Officer of Health is strongly urging self-isolation for

  • all persons over 70 years of age
  • individuals who are immunocompromised

If you are asked to self-isolate but are not ill or experiencing COVID-19 symptoms, ask your manager if you can work from home.

I am not feeling sick but I have been asked to self-isolate. What should I do? 

Please inform your manager or supervisor immediately if a medical professional directed you to self-isolate. If you are not feeling sick or are only experiencing mild symptoms, you can work from home. If you can work from home, you do not need to submit sick leave or other types of leave.

What if I have been asked to self-isolate but I cannot work from home? 

If you must self-isolate but cannot work from home, please contact your manager or supervisor. You may be eligible for paid leave, depending on your circumstances.

Do I need to submit a self-certification form if I need to go on isolation leave?

No, a self-certification form is not required. Employees should use their regular time and leave process to report their absence and submit for paid Isolation Leave using payroll code 6090.

Leave Requests

What is City of Ottawa Emergency Leave?

City of Ottawa Emergency Leave is paid leave for employees who have exhausted all child-care options and cannot feasibly work from home. This leave is available until May 3, 2020. Employees must fully canvass alternative work arrangements (I.e. working from home and flexible working hours) before applying for this leave. This leave must be pre-approved by the employee’s manager.

Note: There will be no further extensions to this leave. If employees still require leave after May 3, they must discuss alternative options with their manager or supervisor, including legislated leave or leave provisions in their collective agreement.

My children’s school or daycare has been shut down due to the pandemic. What are my leave options? Will I still get paid?

We need employees to continue to work to deliver important services. Work with your manager to explore alternate work arrangements and flexible hours to accommodate child-care needs.

If other arrangements cannot be made, ask your manager about your eligibility for Emergency leave.

What type of leave can I use if my child or a family member is sick and I need to stay home to care for them?

If you need to take care of a sick child or family member, you may use special leave (if applicable), vacation, time off in lieu or leave without pay. You may be entitled to legislative leave under the Employment Standards Act or the Canada Labour Code. For more information, please refer to Leave of Absence Procedures for Provincially Regulated Employees and Leave of Absence Procedures for Federally Regulated Employees, or contact the HR Service Centre at ext. 47411.

If I have a compromised immune system and don’t feel comfortable going into work, what should I do?

Wherever possible, employees will be supported to work from home or offered accommodations which include but are not limited to alternate work arrangements or flexible working hours. A combination of work from home and alternate work location/hours could also be explored. If these options are not feasible, managers will work with employees to explore leave options such as, vacation, special leave, leave of absence etc. according to their applicable Collective Agreement.

Can I use sick leave if I am not feeling well?

You should stay home and submit IPP or sick leave. This includes if you have mild symptoms and working from home is not operationally feasible.

Will I be required to provide a doctor’s note when I am on sick leave due to COVID-19 or suspicion of COVID-19?

No. The current self-declaration process for sick leave is being extended to all employee groups. You may submit up to ten consecutive working days (2 weeks) using the revised Sick Leave Self-Declaration Form, located on Employees should use their regular time and leave process to report their absence and also forward the self-declaration from to the appropriate party below for processing:

  • For ATU 279 members, email to, by fax to 613-580-2604 or by internal mail at mail code 26-31
  • For Ottawa Paramedic Service, email to and
  • For Fire Services, email to
  • For Long Term Care, send to your staffing coordinator
  • For all other groups, email to, by fax to 613-580-2646 or by internal mail at mail code 26-31

Can I cancel my vacation time because of the restrictions on travel?

Contact your supervisor or manager to change your vacation approvals.

What happens to my remaining vacation days if I have to return early from vacation and self-isolate?

You will be offered alternate work arrangements (work from home, flexible work hours) and you can reverse any unused vacation days. If you cannot work from home, your unused vacation days will be reversed, and you will be paid Isolation Leave.

If I’m stranded outside of Canada and unable to secure a flight home, what are my leave options?

Employees who are directly affected by travel restrictions related to COVID-19 and cannot reasonably be expected to travel back to Ontario are entitled to a leave of absence without pay under the new amendments to the Employment Standards Act, 2000 relating to infectious disease emergencies. This leave would last as long as the employee cannot work because they cannot come back to Ontario and the infectious disease is still designated by the regulations. The usual protections granted to employees on Employment Standards Act, 2000 leaves apply including, for example, continuation of certain benefits during the leave if the employee continues to pay their portion of the premiums. Should you wish to be paid while you are away, you may use any paid leave options that you have available (vacation, TOIL), etc. When you do return, you may be eligible for Isolation Leave if you are unable to work remotely.


What do I do if I require an accommodation?

Contact your manager to develop an accommodation plan.


Will I be covered under the current benefits plan if I become sick while travelling?

Prior to travelling, contact Canada Life at 1-855-222-4051 or visit

What do I do when I return from international travel?

Upon returning from international travel, including the United Sates, you must self isolate for 14 days. Review the latest guidance for those who have travelled outside Canada and check in with your manager or supervisor immediately upon your return and before returning to work.

What do I do if I’ve returned from international travel in the past 14 days but have since returned to work?

Notify your manager or supervisor immediately. You must self-isolate for the remainder of the 14 days since returning from your international travel. For example: If you returned from international travel five days ago and went to work for the past three days, you must self-isolate for nine days.

What happens if my spouse has returned from international travel and is required to self-isolate? Do I also have to self-isolate?

If your spouse is in self-isolation due to travel and has no symptoms, has not tested positive for COVID-19 and is not suspected to have COVID-19, then you do not need to self-isolate. If your spouse starts to have symptoms within 14 days of travel, then you need to self-isolate.

Preparing to Work Remotely

Will I need to use VPN while working from home? What if I cannot connect to VPN?

VPN is required to access certain resources and tools, such as SAP, Ozone and time and leave submissions. The VPN cannot accommodate all employees at the same time, so only connect to VPN when you need access to one of the tools listed above. ITS recommends employees log onto VPN once a week for approximately 45 minutes to receive security updates. Updates will be automatically downloaded. If you do not need VPN for your work, please refrain from using it so other City employees can. Access to SharePoint and all Office 365 products, including Outlook, Word, Excel, OneDrive and OneNote, is available on using any device without VPN. If you are new to working from home, familiarize yourself with accessing while off the network.

If you do not have access to VPN or are unable to connect, please contact your manager or supervisor.

What tips do you have to help me work from home?

  • First-time users of will be prompted to register for multi-factor authentication (MFA) to access their email and documents stored on OneDrive or SharePoint. .
  • Information Technology Services has developed Working Remotely Resources located on the City O365 SharePoint site.
  • Use Office 365 to limit your need for VPN.
  • Move any critical files to SharePoint or OneDrive to minimize your need for VPN to access the shared drive.
  • Look at your calendar and consider if any meetings can be done via Microsoft Teams or over the phone. To learn how to get started with Teams visit our Microsoft Stream training site.
  • Check your emails frequently for updates 

Who can I contact for technical support?

If you have an urgent issue that cannot be resolved through the self-serve tools or with support from a colleague, the Solutions Desk (613-580-2400 ext. 26000) is available 24/7. It is recommended that employees call the Solutions Desk first. If a solution cannot be resolved over the phone, employees are asked to discuss visiting a City Tech Center with their supervisor.


As a frontline worker, do I qualify for the temporary pandemic pay of $4/hr on top of my regular wages announced by the Province of Ontario?

Human Resources Services is currently awaiting further details on the Ontario government’s April 25, 2020 announcement of pandemic pay support for frontline workers. When more details concerning eligibility are available, we will post more information.

Can I adjust my "normal place of work" to be my home when calculating mileage during the pandemic?

The local transportation policy will remain in effect during the pandemic and as such, employees continue to be assigned to their regular dedicated work location for mileage purposes.

My collective agreement or terms and conditions of employment do not provide paid sick leave or special leave. If I have to be away from work due to a personal emergency or sickness, what leave provisions do I have?

If you are covered under the Employment Standards Act or the Canada Labour Code, you may be eligible for legislated leave. Please refer to Leave of Absence Procedures for Provincially Regulated Employees and Leave of Absence Procedures for Federally Regulated Employees or contact the HR Service Centre at ext. 47411.

If I have contracted COVID-19 and do not have any available sick leave, how should my time away from work be coded?

Employees should work with their Managers to review legislated leave options under the Employment Standards Act or the Canada Labour Code.

New provisions are now available under the Employment Standards Act underEmergency Leave: Declared Emergencies and Infectious Disease and the Canada Labour Code - COVID-19 Leave, for employees who are unable or unavailable to work due to COVID-19.

What happens if I am sent home or my normal workplace is closed?

Where it is necessary to close facilities, employees may be redeployed or advised to report to an alternate work location.

How do I submit timesheets if I’m working from home?

Email a photo or scan of your timesheet to your manager or supervisor. They will submit your time to payroll.

What is a Record of Employment (ROE) and why would I need one?  

Service Canada requires a Record of Employment (ROE) to finalize claims for Employment Insurance. Employment Insurance (EI) is an unemployment insurance program in Canada that allows individuals who have recently lost income to receive temporary financial assistance.

How can I get a ROE?  

If you have been notified that you are being put on Declared Emergency Leave, there is no requirement for you to request a Record of Employment. Payroll, Pensions and Benefits will automatically submit the ROE directly to Service Canada on your behalf.  

Employers have 5 days following the pay-period end date to submit a ROE to Service Canada. This allows for all earnings to be reported. For example, if your last pay period ends on April 15, 2020, Service Canada will receive your ROE on April 20, 2020.

What if I need to receive a ROE outside this process? 

Should you require a ROE outside of this process, please contact manager to discuss your individual situation. Your manager can contact Payroll at ext. 28484 or

Can I get a copy of my ROE? 

You can view your ROE on-line at My Service Canada Account.  If you don’t already have an account with My Service Canada, this link will also show you how to register.  My Service Canada Account is a secure online tool that gives you access to all your Employment Insurance information in one place.

What relief is available to employees impacted by COVID-19?

Employees should maintain contact with their manager and explore alternate work arrangements and leave options as their situation changes. In certain situations, employees may be entitled to legislative leave under the Employment Standards Act of Ontario or the Canada Labour Code. New provisions are now available under the Employment Standards Act underEmergency Leave: Declared Emergencies and Infectious Disease and the Canada Labour Code - COVID-19 Leave, for employees who are unable or unavailable to work due to COVID-19.

The Federal Government has also established the Canada Emergency Response Benefit (CERB) to assist those who have been affected by the COVID-19 situation. Please ensure you visit the Canada’s COVID-19 Economic Response Plan and Service Canada site  for information on the programs and on any qualification requirements.