The Canadian Armed Forces has launched Conflict and Complaint Management Services (CCMS) Offices throughout the nation, including in Petawawa. Trainer and Promoter of CCMS Kingston Master Warrant Officer Penny van den Berg as well as Agent Ronald Mumford helped promote the newly opened centre, located at S-651. (Photo by Patricia Leboeuf, Petawawa Post)


Grn Petawawa Conflict and Complaint Management Services open

By Patricia Leboeuf

Posted on Thursday June 14, 2018


Garrison Petawawa’s newly opened Conflict and Complaint Management Services (CCMS) Office will be a one-stop shop for military members to assist them with their concerns.

The office will strive to respond to any and all complaints regardless of perceived severity. Staff at the office will take the problem and look for resolutions using community resources as well as those available through the Canadian Armed Forces (CAF). With each conflict, a file will be opened and will not be shut until it is solved to the member’s satisfaction.

“We deal with all kinds of complaints,” said Acting Regional Manager Meaghan Welfare. “Anything a Canadian Forces member has a concern or complaint about, they can come through our doors and we will find the most appropriate place to go.”

Though the offices tend to deal predominantly with workplace-related issues, personal problems are not exempt from their mandate. Regardless of the problem, staff will find the necessary resources to resolve it.
“We are certainly knowledgeable about the local resources,” said Welfare.

The CCMS started with four pilot locations and they were so successful with over 600 files in a year-and-a-half that the creation of others was a foregone conclusion. These offices will now be opened on 16 bases, garrisons and wings across Canada by July 20, 2018. Establishing these CCMS was originally slated for completion by 2020, but it was seen as such a value-added service that the date was substantially moved up.

In Petawawa, the office officially opened on June 7, but had already served a number of military members. “It feels really great to know that we are working in an organization that cares so much of their members that they are willing to put the time, effort and financial resources to make it happen,” said Welfare.

The benefits of having a CCMS locally are multifold. It allows the chain of command to have somebody to lean on when they may not have the expertise to deal with a particular issue. “It also allows the early, local, informal resolution of issues,” said Agent Supervisor Charlene Chubbs, adding the intent is to solve the problem at the earliest possible point to reduce the number of formal complaints.

By using the CCMS, a small issue will be dealt with quickly instead of snowballing into a larger one that may involve much more time and energy. More importantly, it deals with the issue cradle to grave. The agent a client works with will take on their file until they are satisfied. They will always follow up to ensure that nobody falls through the cracks. “This has been a service that has been needed for a long time,” said Welfare.

Feedback has shown that members using these services feel supported and understood. The CCMS at Garrison Petawawa is located at S-651, the former Brookfield location. The free services do not require the permission of the chain of command to be used, and can be accessed while deployed. Briefings on the CCMS will be offered any time if requested by a unit. Data will also be collected. “We will be responsive to whatever is required,” said Welfare, adding they will adjust and add more resources as needed.

People can show up in person without an appointment or contact CMS Agent Charlene Chubbs and CMS Agent Ronald Mumford 613-687-5511 ext 5083 and charlene.chubbs@force.gc.ca or 613-687-5511 ext 4762 and ron.mumford@force.ca respectively.