Figure 6.0: The Food and Drugs Act Liaison Office’s Case Management Process

A work-flow diagram describing Food and Drug Act Liaison Office’s case management process is shown. Following initial contact with a stakeholder and the collection of relevant information about the issue (this is FDALO’s intake phase), FDALO staff assess the situation, including any history of previous contacts and the parts of Health Canada which should be involved in a resolution (this is FDALO’s assessment phase). Where stakeholders simply require information, FDALO ensures the information is provided (this is for information seeking cases). Where dispute resolution is required, FDALO provides assistance such as coaching, facilitation, mediation, and shuttle negotiations (this is for issues management cases). In either case, FDALO proactively follows up with the stakeholders involved to ensure that the issue has been addressed (this is the follow-up phase). If issues remain, FDALO reassesses the situation and reengages with the players (the file returns to the assessment phase). If the stakeholder needs have been addressed, FDALO closes the case.