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Corporate Orientation Handbook
Casual Employees City of London
Corporate Orientation Handbook
Casual Employees City of London
Table of Contents
Welcome to the City of London Team! 5
Corporate Overview
Getting to Know our Corporation 7
Strategic Areas of Focus 7
Customer Service 8
Corporate Policies and Guidelines
Corporate Policies and Guidelines 12
Definition of the Workplace 12
Workplace Harassment and Discrimination Policy 13
Code of Conduct for Employees 15
W Workplace Violence Prevention Policy 16
Resolution of Complaints Process 17
I Step Forward to End Violence and Abuse in My Community, Workplace and at
Home
19
Accommodation of Employees with Disabilities Guideline 21
Accessibility for Ontarians with Disabilities Act (AODA) 22
Risk Management - Hazards and Risks 30
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) 34
Use of Technology Policy 35
Time Off for Religious Observances Guideline 36
Rzone Policy 37
Welcome!
Corporate Orientation Handbook
Casual Employees City of London
Table of Contents
Health and Safety
Occupational Health and Safety Policy 39
Occupational Health and Safety Act and Regulations 40
Health and Safety Posting Requirements 42
Joint Health and Safety Committees 43
New and Young Workers 44
Health and Safety Hazards 45
Work Refusal 47
Workplace Incident Reporting and Investigation 48
Workplace Hazardous Materials Information System (WHMIS) 50
MMy IDEAS Programy IDEAS Program 5353
Employee Recognition 53
Workplace Diversity and Inclusion 54
Notes
Employee Notes 56
Employee Programs
My IDEAS Program 53
Employee Recognition 53
Issued: 2015/03/11 Revised: 2015/04/24 Rev.no: 1
Corporate Orientation Handbook
Casual Employees City of London
Welcome!
Welcome to the City of London Team!
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You are an important part of our team whose primary focus is to provide valued programs and
services to the London community. The Corporate Orientation Handbook is a resource that will
assist you in your role in achieving our goals.
This handbook is intended to provide an introduction and overview to casual employees on current
policies, procedures and initiatives in place at the City of London. The information is general in nature
and highlights key areas you should be aware about.
When you receive this handbook, you must:
Read the entire contents.
Review the sections which relate directly or indirectly to your work.
As part of your orientation training you will also receive workplace specific training. You may or may
not be new to working at the City of London, however, you may be new to your role. After reviewing
this Handbook and following any training, do not hesitate to ask questions to ensure you understand
any applicable policies and procedures relevant to the services you are providing.
An electronic copy of this handbook can be accessed through the City’s website at:
http://www.london.ca/city-hall/employment/employment-types/Pages/Casuals.aspx
Employees provide the drive, talent and commitment to moving our city towards greater success.
You will have an opportunity to make a positive impact on our community every day that you work at
the City of London.
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Corporate Orientation Handbook
Casual Employees City of London
Corporate Overview
Corporate Overview
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Getting to Know our Corporation:
We operate as a values based organization.
All actions are based on respect, integrity, trust, pride, and standing together.
Strategic Areas of Focus:
One sub-priority of Leading In Public Service is: Excellent service delivery
In your role, you play a part in continuing to effectively and efficiently deliver services that Londoners
rely on every day. You help deliver great customer experiences to our residents, businesses and
visitors.
A copy of the 2015-2019 Strategic Plan can be found at www.London.ca.
7
Strengthening Our Community Building A Sustainable City
Growing Our Economy Leading In Public Service
Customer Service
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Employees of the City of London are responsible for providing excellent customer service to all of our
customers. Many of our customers are external, such as residents and visitors; while others are
internal, such as City Councillors and employees.
Your role as a City of London employee is very important in helping us build a positive reputation.
You directly impact the quality of life that we enjoy in our community by delivering efficient and
effective programs and services. Whether you are responsible for providing information to
customers, maintaining our facilities, or teaching recreational programs to older adults, adults, youth
or children - your effective customer service skills will enable us to achieve our goals.
City of London Mission Statement:
At Your Service - a respected and inspired public service partner, building a better city for all.
Why Outstanding Customer Service?
We have thousands of customer interactions every day that influence how Londoners think
about their local government and their city.
All London residents are our customers. As public servants we are here to serve to the best of
our ability.
Our customers deserve outstanding value.
We are dependent on our customers, they are not always
dependent on us.
Our customers deserve the most courteous and attentive
treatment we can give them.
Employee Responsibilities:
Make customers feel welcomed and valued.
Provide responsive (timely) customer service to every
customer, every time.
Be knowledgeable (know what you can and cannot offer customers).
Demonstrate accountability (take initiative, problem-solve, show leadership).
Be friendly and helpful (listen, act, aim to satisfy the customer).
Treat customers with respect, courtesy and professionalism.
Always show a friendly attitude.
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Customer Service
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Tips for Exceptional Customer Service:
Establish rapport with the customer. Use eye contact. Use the customer’s name where
appropriate.
Be attentive. Listen fully for understanding.
Use positive language. (“What I can do for you is ….”) Be clear and specific.
Offer value added service (e.g. something that will benefit the customer). You can exceed a
customer’s expectations, or “go the extra mile” by offering the customer information that
they may need but did not think to ask. Or, by responding or resolving the issue quicker
than expected.
Clarify and confirm the decision and course of action.
Follow through. Do what you said you would do.
Tips for Handling Upset Customers:
Demonstrate leadership by providing information, offer options where possible, and work to
resolve the issue.
Do not take it personally when a customer is upset.
Actively listen to the customer. Let the customer vent as they will not be able to have a
constructive conversation when they feel unheard.
Acknowledge that you understand the situation by empathizing with the customer.
(For example, “I am sorry that you had to wait so long for an answer” or “I understand how
frustrating it can be when you are transferred from one division to another.”)
Re-focus the customer back to the business issue. (“I can assist you with this issue.”)
Stay calm. When you remain calm, you stay in control.
Six Step Model to Handling Customer Complaints:
Acknowledge the customer’s feelings (without necessarily agreeing - far better to say “I
understand what you are saying” than “I agree”).
Ask questions until the situation is clear (“Where exactly is the…..that is causing your
concern?”).
Acknowledge the customer’s feelings again if they continue to be upset (“I can see why you
feel…..”).
Play back your understanding of the situation for confirmation (“I think that you are saying that
you…..”).
Ask the customer what solutions would help (“What can we do to…..”).
If the solution is fair to the customer, resolve the issue.
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Customer Service
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When to Talk to Your Supervisor:
If the customer is disrespectful towards you.
If the customer is threatening.
If the customer continues to be angry/upset and is not satisfied with any of the options that you
have offered to resolve the issue/problem.
If you feel your safety may be in danger.
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Corporate Policies and Guidelines
Corporate policies and guidelines exist to create a respectful and safe working environment. Further,
our policies and guidelines enable us to achieve the following:
Clear guidelines and expectations for our behaviour and ethical conduct
Consistency
Fairness
Legislative obligations/requirements
It is your responsibility to know and follow these corporate policies in addition to the rules and
expectations within your work environment:
Workplace Harassment & Discrimination Prevention Policy
Code of Conduct for Employees
Workplace Violence Prevention Policy
Use of Technology Policy
Accommodation of Employees with Disabilities Guideline
(Refer to AODA for the public/customers.)
Time Off for Religious Observances Guideline
Definition of the Workplace
Workplaces Include the Following:
All Corporation facilities and work sites
Vehicles
Any other land, premises, or locations where the business of the Corporation is being
conducted. Included are Corporation related activities, including City sanctioned social
functions, or business performed at any other location away from the Corporation, during or
outside of normal working hours.
Who Do the City of London Policies Apply To?
Employees Volunteers
Students Contracted employees
Corporate Policies and Guidelines
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Workplace Harassment and Discrimination Policy - Council Policy 18(21)
Purpose:
The Corporation of the City of London is committed to fulfilling its obligation to provide every
employee with a work environment that is safe and free from harassment and discrimination on the
grounds set out in the Ontario Human Rights Code and the Ontario Occupational Health and Safety
Act and Regulations.
Every person has a right to equal treatment with respect to employment without discrimination
(e.g. unfavourable treatment) or harassment (e.g. repeated taunting, teasing) because of the following
prohibited grounds:
Employee Responsibilities:
Do not engage in any form of workplace harassment or discrimination.
Advise any member of management or the Intake Administrator in Human Rights (Human
Resources Division) 519-661-2500 ext. 0796.
Co-operate in investigations of any incident of harassment or discrimination.
Prohibited Conduct:
There are numerous examples of actions or behaviours that are not allowed in our work
environment. While the following list provides you with some examples, refer to the Workplace
Harassment and Discrimination Prevention Policy for further details:
Race Ancestry
Place of Origin Colour
Ethnic Origin Citizenship
Creed (religion) Sex
Sexual Orientation Age
Gender Identity Gender Expression
Record of Offences (that have been pardoned) Marital Status
Family Status Disability
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Workplace Harassment and Discrimination Policy - Council Policy 18(21)
Sexual Harassment
Comments, jokes slurs, innuendos or taunting a person about their body, attire, or sex.
Comments or conduct of a sexual nature (e.g. jokes).
Inappropriate or unwelcome touching.
Persistent unacceptable solicitations (e.g. asking a co-worker out).
Unwelcome comments or questions about a person’s sex life.
Displaying pornographic, sexist, derogatory or offensive pictures or material.
Racial/Ethnic Discrimination
Remarks, jokes, innuendos or taunting about a person’s racial or ethnic background.
Name calling, including derogatory racial or ethnic slurs.
Refusing to work or interact with an employee because of their racial or ethnic background.
Attaining, viewing, retaining or distributing racist information.
Denial of services to any individual or group of individuals.
Refer to the Resolution of Complaints Process on page 17 to understand how you can resolve a
complaint.
Workplace Harassment and Discrimination Policy
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Code of Conduct for Employees
Purpose:
The Code of Conduct for Employees defines acceptable interpersonal and ethical standards in the
Corporation’s workplaces.
Employee Responsibilities:
Interact with one another and all members of the public in a professional, courteous, civil,
dignified, respectful, fair and equitable manner.
Perform their job functions in the best interests of the City.
Honour the need for confidentiality and/or proprietary information.
Faithfully serve the Corporation and commit to working their shifts (e.g. other employment
shall not interfere with the performance of your duties at the City).
Advise any member of management or the Intake Administrator in Human Rights (Human
Resources Division) 519-661-2500 ext. 0796 of any incidents.
Cooperating in investigations of any incident.
Prohibited Behaviours:
The following list provides you with some examples of behaviour/conduct that is not allowed:
Behaviour in the workplace that demeans, ridicules, embarrasses an employee, including
comments, gestures and jokes that may be offensive.
Bullying, mistreatment, and teasing which creates an intimidating, humiliating or uncomfortable
work environment.
Verbal abuse, belittling and the use of profanity.
Abuse of authority.
Using City property for activities not associated with the performance of your duties, unless
authorized in writing by your supervisor.
Soliciting or accepting any gifts, presents, favours or other compensation that a reasonable
person would perceive as affecting past, current and/or future business relationships with the
City (e.g. influencing, or perceived to influence, your decision or treatment of customers).
Falsifying records or documents.
Engaging in criminal activity (e.g. theft, gambling, hate crimes).
Refer to the Resolution of Complaints Process on page 17 to understand how you can resolve a
complaint.
Code of Conduct for Employees
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Workplace Violence Prevention Policy
Purpose:
Workplace violence and domestic violence will not be tolerated. The City of London is committed to
complying with the Occupational Health and Safety Act and taking all reasonable steps to prevent
workplace violence and domestic violence in the workplace to ensure a safe and productive work
environment.
What is Workplace Violence?
Exercise or attempt to exercise physical force by a person against a worker, in a workplace,
that causes or could cause physical injury to a worker.
A statement or behaviour that it is reasonable for a worker to interpret as a threat to exercise
physical force against the worker, in a workplace, that could cause physical injury to the worker.
Employee Responsibilities:
Ensure that the work environment is safe and free from workplace violence by:
Treating all individuals with respect and dignity.
Refraining from any form of workplace violence or domestic violence in the workplace.
Advising immediately any member of management, Human Resources 519-661-2500 ext.
4930, or Corporate Security and Emergency Management 519-661-2500 ext. 4577, of any
known risks and/or incidents of apparent workplace violence or domestic violence in the
workplace, or any incident of retaliation against any person for reporting another using this
policy.
Cooperating in investigations of any incidents of workplace violence or domestic violence in the
workplace.
Employer Responsibilities:
Complete workplace violence risk assessments.
Establish measures and procedures to control and reduce the risk of workplace violence and
domestic violence in the workplace.
Provide information, instruction and related training.
Create measures and procedures for reporting, investigating and responding to incidents,
complaints and threats of workplace violence and domestic violence in the workplace.
Provide employee support systems.
Who Should I Contact?
Urgent: Call London Police Services: 9 1 1 for all emergencies.
Non-Urgent: Call your Manager/Supervisor or Corporate Security and Emergency Management
at: 519-661-2500 ext. 4577.
Workplace Violence Prevention Policy
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The Corporation will respond to all concerns, complaints and reports of incidents of harassment,
discrimination, bullying, unethical conduct, inappropriate conduct, workplace violence and domestic
violence in the workplace as outlined in our corporate policies.
The following steps can be taken to stop the offending behaviour:
Individual Action:
An employee can tell another employee that their behaviours/actions are unwelcome and must
stop. You do not need to tell the employee directly if you are not comfortable with that
approach. You may advise the offending employee verbally, via e-mail, in writing, or through
other suitable means. Record the date, time and place of any verbal communication.
Informal Action:
An employee can advise any one of the following people about the offending employee’s
behaviours/actions: any member of management, Intake Administrator in Human Rights
(Human Resources Division) 519-661-2500 ext. 0796, or Human Resources Service Partner
(Human Resources Division) 519-661-2500 ext. 4930, of his/her complaint in writing. The
parties will determine an appropriate informal course of action to resolve the complaint.
Mediation (optional):
A voluntary process in which the employee and the offending employee meet with a trained
mediator to determine whether the complaint can be resolved in a mutually satisfactory
manner.
Formal Investigation:
This process is initiated if the complaint cannot be resolved using other informal attempts or if
the Corporation deems it appropriate.
Resolution of Complaints Process
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Individual
Action
Informal
Action Mediation
Formal
Investigation
17
Corrective Action and/or Disciplinary Action:
Where a finding of inappropriate conduct has been determined (e.g. policy breach), the Corporation
will determine what the appropriate corrective action and/or disciplinary actions will be. Corrective/
disciplinary actions are not progressive. An employee can be terminated from the Corporation for a
serious incident without having experienced any other less severe corrective/disciplinary actions.
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Resolution of Complaints Process
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The City of London is committed to ending violence and abuse in our
community, workplace, and at home.
Through education and awareness, we can step forward as “champions of
peace” to end violence against women, family violence (i.e., children, elders
and men) and sexual violence/harassment.
What Signs Can We Detect in Those Who are Being Abused?
Low self-esteem
Sadness, depression, anxiety, stress
Isolation
Marks (e.g. bruises) on their body
Fear, anger
Uncharacteristic behaviours
Employee Responsibilities:
It is your responsibility to respond to violence and abuse of your co-workers when you observe it in
the workplace or if you suspect it. For example:
A co-worker tells you that they are scared to go home.
You observe bruises on a co-worker’s body.
You overhear a phone call in which an employee appears frightened or upset.
You observe an individual yelling at a co-worker.
You observe that a co-worker appears to be controlled by another person.
You are also responsible to report violence and abuse when you observe or suspect abuse of a child
(under 16 years of age). For example:
You hear someone threaten a child.
You observe physical aggression/violence toward a child.
What should I do?
Employees must document and report all incidents, and suspected incidents, to their Manager/
Supervisor as soon as possible.
I Step Forward to End Violence and Abuse in My
Community, Workplace and at Home
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Record observations, date, time, who may have witnessed the incident. Also, record the description
of individuals, and where possible, try to identify the individuals (e.g. attain the license plate).
If you feel unsafe, remove yourself from the situation and call 911 immediately!
Safety is a priority. The City of London takes our responsibility very seriously for providing all
employees with a safe workplace.
The City will:
Provide safety planning to ensure that the workplace is safe and secure.
This can include the following initiatives: providing an employee with an escort to their vehicle
or bus stop, issuing a restraining or no trespass order to prevent persons from entering our
facilities; and, blocking telephone calls.
Respect employee’s choices.
Assist employee(s) in accessing our internal supports (e.g. counselling) such as Shepell.fgi at
1-800-387-4765 or at www.workhealthlife.com.
Assist employee(s) in accessing community supports which are available to all individuals in
our community.
Community Supports Contact Information:
I Step Forward to End Violence and Abuse in My
Community, Workplace and at Home
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At^lohsa Native Family Counselling Services
Inc. 519-438-0068
Changing Ways London 519-438-9869
Children’s Aid Society London Middlesex
519-455-9000
Community Group Program for Children Exposed to Woman Abuse 519-455-9000
Daya Counselling
519-434-0077
Elder Abuse: Senior Safety Line 1-866-299-1011 Helpline 519-667-6600
Family Consultants, London Police Services
519-661-5636
Hate Helpline 519-951-1584
London Abused Women’s Centre
519-432-2204
Muslim Family Support Service 519-200-7990
Neighbours, Friends & Families
www.neighboursfriendsandfamilies.on.ca
Sexual Assault Centre London 24 hour help line 519-438-2272
Women’s Community House Abused Women’s
Helpline 519-642-3000
Zhaawanong 24 hour crisis line 519-432-0122
Accommodation of Employees with Disabilities Guideline
(Refer to AODA for the public/customers.) Purpose:
The Human Rights Code provides the right to equal treatment in employment on the basis of disability
(e.g. physical, medical, developmental, learning, and mental). Refer to Accessibility for Ontarians with
Disabilities content for more information.
The Corporation of the City of London is committed to fulfilling its obligations under the Human Rights
Code to accommodate employees with disabilities in a manner that respects their dignity.
The City is of the view that the duty to accommodate is a shared responsibility between the City, its
employees and its unions (where applicable). The City expects all parties to participate in the
accommodation process.
What is an Accommodation?
An accommodation is the special arrangement made or assistance provided to employees with
disabilities so that they can fulfill their job duties. Accommodations will vary depending on the
employee’s specific accessibility needs.
Employee Responsibilities:
Employees must initiate the accommodation process.
Advise his/her manager/supervisor or Human Resources, preferably in writing, of the need for
accommodation.
Provide medical documentation to manager/supervisor.
Participate in the accommodation process.
Accept reasonable accommodation.
Employer Responsibilities:
Fulfill its duty, by law, to accommodate.
Assess the need for accommodation.
Meet with the employee and union representative, if applicable, to discuss reasonable
accommodation alternatives.
Keep a record of the accommodation request.
Accommodation of Employees with Disabilities
Guideline
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Accessibility for Ontarians with Disabilities Act, 2005
Purpose:
The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) is a Provincial Act with the
purpose of developing, implementing and enforcing accessibility standards in order to achieve
accessibility for persons with disabilities with respect to goods, services, facilities, accommodation,
employment, buildings, structures and premises.
The City of London will use reasonable efforts to ensure that our goods and services will be provided
in a manner that respects the dignity and independence of persons with disabilities.
There are five Standards: Customer Service, Transportation, Information & Communication,
Employment, and Public Spaces (also known as the Built Environment).
What is a Disability?
In general: A restriction in a person’s capacity to function resulting from impairment. Examples may
include:
Any degree of physical disability.
A condition of mental impairment or a developmental disability.
A learning disability.
A mental disorder.
An injury or disability for which benefits were received from the Workplace Safety and
Insurance Board (WSIB).
Accessibility for Ontarians with Disabilities Act
(AODA)
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Accessibility for Ontarians with Disabilities Act, 2005
Customer Service Standard
For more complete information, please refer to the City of London Accessible Customer Service
Policy. This is available at the Accessibility London web page found at www.london.ca.
Tips for delivering services to customers with disabilities:
Speak directly to your customer.
Ask “How may I help you?”
Take a person’s particular needs and circumstances into consideration when communicating
with them and while offering services to them .
Be flexible in changing the usual method of communication.
Confirm that the customer’s needs are met.
Exercise patience.
Don’t make assumptions on his or her disability.
Assistive Devices:
Assistive devices include any device that is designed, made or adapted to assist a person to perform a
particular task. For example: canes, crutches, walkers, magnifying glasses, and computer software
that enlarges or reads text.
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Accessibility for Ontarians with Disabilities Act
(AODA): Customer Service Standard
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Accessibility for Ontarians with Disabilities Act
(AODA): Customer Service Standard
Accessibility for Ontarians with Disabilities Act, 2005
A person with a disability may provide their own assistive device when obtaining City services.
Exceptions may occur where the assistive device may pose a risk to the health and safety of the
individual or others on the premises.
The City may offer a person with a disability other reasonable measures (where available) to assist
him or her in obtaining or using our goods and services. You are responsible for knowing what
assistive devices are available to customers with disabilities at your work site or facility.
Accommodations:
Customers can request accommodations. This means that customers can request special
arrangements (e.g. changes to the way in which we deliver a service or provide goods).
Accommodations can vary depending on the person’s specific accessibility needs.
Examples:
Fill out a form for a customer.
Offer a customer a chair while they wait for service or participate in an activity.
Provide a document in larger print.
Provide communication supports such as a Sign Language Interpreter, upon request.
Customer Accommodation Request Form is available on City
Connect, or you may ask your Supervisor, or online at
www.london.ca
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Accessibility for Ontarians with Disabilities Act
(AODA): Customer Service Standard
Accessibility for Ontarians with Disabilities Act, 2005
Support Persons:
A Support Person is a person who accompanies a person with a disability in order to help with
communication, mobility, personal care or medical needs or with access to goods or services. The
support person could be a paid personal support worker, a volunteer, a friend or a family member.
A person with a disability may have access to a Support Person
when they are on City premises/facilities.
The City may require a person with a disability to be accompanied
by a Support Person while on our premises in situations where it is
necessary to protect the health or safety of the person with a
disability or the health and safety of others.
The Support Person is permitted to accompany a person with a
disability at no charge, where an admission fee is applicable,
when they are assisting that person in obtaining goods and
services at any City site/facility.
Obtain consent from the customer if confidential information is
going to be discussed in front of their Support Person.
Speak directly to your customer, not the Support Person.
A person with a service animal may enter City facilities.
They may go anywhere customers normally have access unless
excluded by law (e.g. service animals cannot go into areas where
food is being prepared; however, service animals can go into
cafeterias and restaurants).
If a service animal is excluded by law, the City will ensure that
alternate means are available to enable the person with a disability
to obtain, use or benefit from the City’s goods and services.
If it is unclear whether an animal is a service animal, employees
can ask the person with a disability for a valid identification card or
a letter from a physician or nurse confirming that the person needs
the animal for reasons related to a disability.
Avoid talking to, touching or making eye contact with the service
animal. 25
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Accessibility for Ontarians with Disabilities Act
(AODA): Customer Service Standard
Accessibility for Ontarians with Disabilities Act, 2005
Notices of Temporary Disruptions in Services and Facilities:
Temporary disruptions in the City’s services and facilities may occur due to reasons that may or may
not be within the City’s control or knowledge. Examples include: elevator operation, electronic doors,
and sidewalks in poor weather.
The City will make reasonable effort to provide notice of any planned or
unplanned disruption to the public (e.g. information about the disruption,
duration and a description of alternative facilities/services, if any are
available).
Information will be posted in visible places, or on the City’s website, or
any other reasonable effort (e.g. newspaper) as soon as reasonably
possible.
Feedback and Complaints:
Feedback from the public on the delivery of our goods and services is welcomed as it may identify
areas that require change and encourage continuous service improvements.
Feedback from the public about our delivery of goods and services provided to persons with disabilities
may be given by the following methods:
By telephone
In writing
In electronic format (e.g. e-mail)
In person
Other methods
Accessibility Complaint and Feedback Form is available on
City Connect, or you may ask your Supervisor or online at
www.london.ca
Note: You do not need to use this form to accept a complaint, as
stated above. 26
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Accessibility for Ontarians with Disabilities Act
(AODA): Integrated Standards
Accessibility for Ontarians with Disabilities Act, 2005
Integrated Standards
For more complete information, please refer to the City of London’s Integrated Accessibility
Standards Policy. This is included in this resource or can be found on City Connect, Team London in
the Accessibility folder or from the Accessibility London web page found at www.London.ca.
The four standards included are: Employment, Information and Communication, Transportation, and
Public Spaces (e.g. Built Environment).
1. Employment:
The City is committed to fair and accessible employment practices. You must notify your supervisor
or Human Resources if you require supports or assistive devices to conduct your work. As an
employee, or prospective employee, you are entitled to the following:
A) Recruitment
Job applicants with disabilities will be consulted and provided reasonable accommodations
during the recruitment process (e.g. interview, testing).
B) Individualized Emergency Response
The employee is responsible for notifying the City that supports or disability-related
accommodations are needed for emergency response (e.g. evacuation) procedures.
C) Performance Reviews and Career Development
The City will take into account an employee’s accessibility needs and/or individual
accommodation plans when providing feedback on performance and when offering career
development opportunities (e.g. training).
2. Information and Communication:
The City is committed to meeting the communication needs of persons with disabilities including
employees and members of the public in accordance with AODA legislation.
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Accessibility for Ontarians with Disabilities Act
(AODA): Integrated Standards
Accessibility for Ontarians with Disabilities Act, 2005
The City Will:
Provide or arrange for accessible formats and communication supports for persons with
disabilities in a timely manner and at a cost that is no more than the regular cost charged to
other persons.
Consult with the person making the request and provide an explanation should the
information not be convertible to a requested format.
Offer feedback in an accessible manner and with communication supports upon request.
Provide public safety information in an accessible format, or with appropriate communication
supports, as soon as practicable, upon request.
Examples of Accessible Formats and Communication Supports:
Screen readers, magnification software, braille displays
Specialized mouse or keyboard devices
Speech recognition software
A document with enlarged print
Reading a document aloud to a customer/employee
Employee Responsibilities when Preparing Information for the Public*:
Prepare documents using a sans-serif font, minimum size 12 (the City uses Arial).
Avoid italics and all upper case as they are more difficult to read/see.
Use a mix of upper & lower case letters.
Use bold or a heavy font.
Use high contrast colours (e.g. yellow/black or white/black).
Align your text from the left of the page (e.g. left justified).
Use Plain Language Guidelines, such as spelling out all acronyms, including definitions
where possible, using the active voice and omitting phrases/words that add no value.
Use readability guidelines: number of sentences, for example, should be limited to 2 to 3 per
paragraph.
* As recommended by the Canadian National Institute for the Blind (CNIB). Toronto. Clear Print
Accessibility Guidelines. Lighthouse International, 2009.
28
Corporate Orientation Handbook
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Accessibility for Ontarians with Disabilities Act
(AODA): Integrated Standards
Accessibility for Ontarians with Disabilities Act, 2005
3. Transportation:
Bus stops, shelters and taxicab services will be designed (renovated, replaced or developed) in
consultation with the Accessibility Advisory Committee, the public and persons with disabilities to
ensure that they are accessible.
4. Public Spaces (Built Environment):
The City is committed to designing public spaces that are free from barriers and accessible to all
persons we serve. We will comply with the Design of Public Spaces Standards with respect to public
spaces that are newly constructed or redeveloped.
Examples of public spaces that must be accessible to all persons are:
Recreational trails
Outdoor public use eating areas Outdoor play spaces
Exterior paths or travel Accessible parking City services
29
We are all responsible to ensure that our work environment is safe for employees and that our City
facilities and sites are safe for members of the public. The Risk Management information provided
within this section relates mainly to patrons using our services. For employee injuries and incidents
refer to page 48 for additional information.
The City of London, through the Risk Management Division requires all employees to attend to
eliminating, reducing, or controlling hazards and risks. As a result, the City benefits through the
following:
More effective use of public funds.
Decreased costs and increased productivity.
Resiliency to catastrophic events.
Reduction of uncertainties to projects.
Opportunities to enhance quality of work life and City activities.
Risk Management provides advice on how to eliminate, reduce, or control hazards and risks.
What is a Hazard?
A hazard is any source or potential damage, harm or adverse health effect on someone or something
in our facilities. For specific on the job hazards, refer to the Health and Safety Hazards section on
page 45.
What is a Risk?
A risk is the chance or probability that a person will be harmed or experience an adverse health effect
if exposed to a hazard. It can also apply to situations of property or equipment loss.
Prevention
How Can I Reduce Hazards and Risks?
Report all hazards or risks to your Supervisor immediately.
Prevent slips and fall injuries by maintaining our sites (e.g. parks, buildings), regularly
inspecting walkways, stairs, parking lots and equipment and by documenting the work and
inspections that we have done.
Contain the area or hazard, if possible.
Use a yellow floor sign to indicate a hazard (e.g. spill, carpet sticking up, loose tile, unsafe
walkway), place an object (e.g. paper, rock, cone) over a needle/syringe, remove customers
from an area in the event of a gas leak, remove a defective piece of equipment and
place a tag/sign on it indicating that it is not be used.
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Risk Management - Hazards and Risks
Prevention, Responding and Reporting
30
Complete (or assist in the completion of) accident/injury or liability claims report, as directed by
your Supervisor.
Understand and apply the guidelines as outlined in the Responding section below.
Responding
What Actions Do I Take When Something Happens?
In serious circumstances resulting from injury/accident, take care of the immediate
emergency. Call an ambulance if there is a serious injury/accident, such as loss of
consciousness, severe bleeding, amputation, or eye injury. Once called, have someone meet
the ambulance staff at the front doors and direct them to the location of the injured person(s).
Notify your Supervisor as soon as possible. If the facility Supervisor is not on site, you
should contact them as soon as you can (without taking focus away from the victim(s).
Do not dispose of any City equipment (i.e. floor mat, chair, or table) involved in an accident
until it has been seen by Risk Management staff and the disposal authorized.
How to Handle a Serious Injury/Accident:
Remember: Never move a person who is seriously injured unless they are in immediate danger
where they are.
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Risk Management - Hazards and Risks
Prevention, Responding and Reporting
31
Do stay as calm as possible. Do check for injured persons.
Provide first aid (only if
qualified) or comfort if required.
Do call for assistance as
required from supervisor/
management, police, fire,
ambulance or qualified medical
personnel.
Do obtain names and
addresses of all people involved
in the accident.
Do obtain names and address-
es of any witnesses..
Do document the details of the
accident including location,
time, description of activity,
injuries, etc. (Facts only please)
Do draw a diagram or take a
picture of the accident location if
necessary.
Do complete an accident report,
make notes of pertinent
information and forward
immediately to your supervisor.
Do cooperate with police and
with Risk Management and
Health and Safety.
DO THE FOLLOWING
Reporting
How Do I Report Something Happened?
Review the accident and complete the Injury Report Form. (Available online under City
Connect/Forms & templates/Cit-eForms)
Note the following points:
Housekeeping condition in the accident area.
Weather conditions (if applicable).
Level of maintenance.
Adequacy of lighting.
Anything which could have been distracting at the time of the accident/incident.
The physical environment and especially sudden changes to that environment. This should
be attended to immediately after providing first aid to the victim.
Photographs of the general area and of the specific items.
Diagrams and measurements can also be beneficial.
Use the facilities logbook as support for the information noted above. The logbook is a critical
piece of evidence if the case results in a lawsuit being filed against the City. The information
you record in the logbook must be brief, factual and legible. Inappropriate comments about
patrons or other staff members are not permitted.
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Risk Management - Hazards and Risks
Prevention, Responding and Reporting
32
Do not attempt to administer first aid or move an injured person if you are not qualified to do so.
Do not attempt to diagnose a condition.
Do not transport any seriously injured parties.
Do not make any admissions of liability in respect of the accident.
Do not discuss the accident with anyone other than authorized investigators such as police or your own municipal insurance adjuster.
Do not discuss the accident with the media. Refer them to management.
Do not obtain written statements from the injured or the witness. Leave that to professional investigators.
Do not interfere with the investigation by the police.
Do not provide written opinions on any accident reports about how you could have prevented this accident.
DO NOT DO THE FOLLOWING
Contact Risk Management and request the presence of a Risk Management staff member,
where possible and as soon as possible.
E-mail: [email protected]
Phone: 519-661-2500 ext. 4644.
Phone: (After Hours) 226-919-6443 or 226-268-8300
No matter what the circumstances, do not admit fault for an accident or tell the patron or
other party to obtain estimates and submit them to the City. The extent and nature of liability
will be determined through investigation.
Only Risk Management personnel and the City's insurance adjusters are authorized to negoti-
ate any payment to a third party for their injury or property damage.
For Damage to City Property:
Check with your facility manager to inquire about their procedure for property damage.
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Risk Management - Hazards and Risks
Prevention, Responding and Reporting
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Risk management is easy…Be attentive, regularly inspect our sites, document
the work you do, and report any risks or hazards to your Supervisor!
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Municipal Freedom of Information and Protection
of Privacy Act (MFIPPA)
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
The legislation provides access to information rights balanced with privacy protection. It applies to all
municipalities in Ontario and to various other local government institutions including the London
Public Library and London Police Services.
Premise of the Act:
All paper documents, microfilm/fiche, computer data, e-mail and other forms of stored data
are considered to be records of the institution.
There is a right of access to information in records, subject to certain limitations.
The personal information of individuals has to be protected and is not accessible to
others, subject to certain limitations. Personal information may include identifying numbers
like address or telephone number, photographic images, ethnic origin, race, age, religion,
financial, employment and medical information.
London's Position:
The City of London promotes open government, and fosters an organizational structure that
advances the fundamental principles of the Act:
Information (general records) should be available to the public.
Individuals should have access to their personal information.
Exemptions to access should be limited and specific.
Institutions should protect the privacy of individuals with respect to personal information held
by institutions.
Employee Responsibilities:
Do not disclose personal information about other individuals (e.g. co-worker, program
participants, etc.).
Do not take photographs of participants without their consent. The City has a photography
release form; please discuss the process with your Manager/Supervisor.
Talk to your Supervisor if someone is requesting information under MFIPPA or suggest that
the individual go to the Clerk’s Office on the 3rd
floor of City Hall to formally request access
to information.
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Use of Technology Policy
Purpose:
The purpose of this policy is to identify acceptable use, restrictions on use, and usage procedures for
all those using corporate technology (e.g. internet, electronic messaging, media and social networking
sites).
Corporate technology includes, but is not limited to: software, desktop computers, laptops, tablets,
telephones, wireless handheld devices, mobile media (e.g. USB keys), cell phones, printers,
scanners, photocopiers, fax machines, e-mail, social media, SMS and MMS, PIN to PIN, voice and
voicemail, and any other technology provided by or accessed through the Corporation.
Employee Responsibilities:
Ensure that technology is used in an appropriate manner in accordance with this policy.
Comply with this policy and all other applicable Corporation policies with respect to the use of
corporate technology.
Use only business-like language.
Report violations to your manager.
Prohibited Behaviours:
There are numerous examples of actions or behaviours that are not allowed in our work
environment. While the following list provides you with some examples of behaviour/conduct that is
not allowed, refer to the Use of Technology Policy for further details:
Viewing, accessing, storing and/or distributing (e.g. via e-mail, hardcopy, video clips)
inappropriate material.
Copying information or data to mobile media for any purpose, other than approved Corporate
business (e.g. Manager’s approval is required).
Using our technology for activities that you receive payment from other sources, whether
during or outside normal working hours.
Uninstalling, modifying or disabling any technology installed by the Corporation on any
devices.
Sharing your password with anyone.
Connecting personal computers or other personal technology to corporate technology.
Leaving any corporate technology unattended, at any time, when outside Corporate facilities
unless it has been secured.
Using social media for personal purposes and commenting about other Corporation
employees without their consent or negatively impacting the reputation of the
Corporation. (Refer to the Social Media clause in the Use of Technology Policy for
more information.)
Use of Technology Policy
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Time Off for Religious Observances Guideline
Purpose:
The Human Rights Code provides the right to equal treatment in employment on the basis of creed. Creed means a religion or faith and includes the practices, beliefs and observances that are part of religion. The Corporation of the City of London is committed to fulfilling its obligation under the Human Rights Code to employees whose religious requirements necessitate accommodation in the workplace. The City is of the view that the duty to accommodate is a shared one between the City and its employees, and its unions, where applicable. Accordingly, the City expects all parties to participate in the accommodation process. Each request will be considered on a case-by-case basis.
What is a Religious Accommodation?
An accommodation made to employees so that they can participate in their religious practices, beliefs
and observances.
Employee Responsibilities:
Employees must initiate the accommodation process.
Advise your manager/supervisor or Human Resources, preferably in writing, of the need for
religious accommodation.
Participate in the accommodation process.
Accept reasonable accommodation.
Employer Responsibilities:
Understand that there is a duty, by law, to accommodate.
Assess the need for accommodation.
Meet with the employee and union representative, if applicable, to discuss reasonable
accommodation alternatives.
Time Off for Religious Observances Guideline
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Rzone Policy
Purpose:
The City of London wishes to promote:
City recreation facilities that are free from violence, disrespect, and other inappropriate
behaviours.
The safety, security and dignity of attendees at City recreation facilities.
An environment of Respect for others, and Responsibility for one’s actions for all those
attending City recreation facilities.
Reduced vandalism, violence and other inappropriate behaviours at City recreation facilities.
Positive individual and public benefits of recreation for City residents and visitors.
What is Rzone?
Rzone is a program requiring all persons wishing to visit or use any City recreation facility, park, or
program to respect others and take responsibility in helping the city maintain a positive environment.
What Does Rzone Mean?
The “R” in the Rzone logo stands for Respect and Responsibility.
Respect for yourself
Respect for others
Responsibility for your actions.
The logo is a reminder to staff and the public that the program is in effect and applies to everyone.
What Should Be Reported?
Incidents involving threats, aggression, use of alcohol/drugs, harassment, verbal assault, physical
assault/harm, vandalism and theft.
How Do I Report An Incident?
If you are involved in or witness a situation at an “indoor” facility, you can report it to another
staff member who will complete the Rzone Incident Report form or you may complete the
report yourself.
A situation occurring at an “outdoor” facility where no staff are available and involves a
community organization, an incident report can be submitted online at www.london.ca/rzone.
Questions?
Review the Rzone policy online at www.london.ca/rzone, email at [email protected] or call
519-661-5575.
Rzone Policy
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Corporate Orientation Handbook
Casual Employees City of London
Health and Safety
Corporate Orientation Handbook
Casual Employees
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Occupational Health and Safety Policy
Occupational Health and Safety Policy
39
Occupational Health and Safety Act and Regulations (R.S.O. 1990, c.O.1)
Purpose:
The purpose of the Occupational Health and Safety Act (OHSA) and Regulations is to protect workers
from health and safety hazards on the job. The Act sets out duties for all workplace parties and rights
for workers. Procedures are established for dealing with workplace hazards and it provides for
enforcement of the law where voluntary compliance has not been achieved. A key piece to the OHSA
is the workplace Internal Responsibility System (IRS).
What is the Internal Responsibility System?
Gives everyone within an organization direct responsibility for health and safety.
Each person takes initiative on health and safety issues and works to solve problems and
make improvements, regardless of their position at the City - everyone has a role to play in
safety.
Works individually and co-operatively with others.
What Does the City of London Do To Protect Employees?
The City has taken all reasonable precautions, under the particular circumstances, to prevent injuries
or accidents in the workplace. Under the OHSA all workplace parties have specific rights and
responsibilities with regard to occupational health and safety. Some rights and responsibilities are
outlined as follows:
Employee Rights:
Workers’ rights under the OHSA include:
The "right to participate" to be part of the process of identifying and resolving health and
safety concerns. This right is expressed mainly in the requirements for Joint Health and Safety
Committees and representatives.
The "right to know" about any hazards to which they may be exposed. The requirements of
the Workplace Hazardous Materials Information System (WHMIS) are an important example.
The "right to refuse work" that they believe is dangerous and, under certain circumstances,
certified Joint Health and Safety Committee members can stop work that is dangerous.
The OHSA prohibits reprisals being taken against workers who exercise these rights.
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Occupational Health and Safety Act and Regulations
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Occupational Health and Safety Act and Regulations (R.S.O. 1990, c.O.1)
Occupational Health and Safety Act and Regulations
Employee Responsibilities:
Work in compliance with the OHSA and regulations.
Use or wear any equipment, protective devices or clothing required by the employer.
Report to the employer or supervisor any known missing or defective equipment or protective
device that may endanger the worker or another worker.
Report any hazard or contravention of the OHSA or regulations to the employer or supervisor.
Not remove or make ineffective any protective device required by the employer or by the
regulations other than in circumstances specified below. The only circumstance in which a
worker may remove a protective device is where an adequate temporary protective device is
provided in its place. Once there is no longer a need to remove the required protective device
or to make it ineffective, it must be replaced immediately.
Not use or operate any equipment or work in a way that may endanger any worker.
Not engage in any prank, contest, feat of strength, unnecessary running or rough and
boisterous conduct.
Supervisor Responsibilities:
Ensure that a worker works in compliance with the OHSA and regulations.
Ensure that any equipment, protective device or clothing required by the employer is used or
worn by the worker.
Advise a worker of any potential or actual health or safety dangers known by the supervisor.
If prescribed, provide a worker with written instructions about the measures and procedures to
be taken for the worker's protection [clause 27(2)(b)].
Take every precaution reasonable in the circumstances for the protection of workers.
Employer Responsibilities:
Take all reasonable precautions to protect the health and safety of workers.
Ensure that equipment, materials and protective equipment are maintained in good condition.
Provide information, instruction and supervision to protect worker health and safety.
Cooperate with the Joint Health and Safety Committee(s) (JHSC).
Comply with all regulations made under OHSA.
Develop and implement an occupational health and safety program and policy.
Post a copy of the OHSA in the workplace; and any explanatory material prepared by the
Ministry of Labour in the workplace.
Provide health and safety reports to the JHSC.
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Health and Safety Posting Requirements
Bulletin Boards
The Employment Standards Act, 2000 (ESA), the Occupational Health and Safety Act (OHSA) and
the Workplace Safety and Insurance Act, 1997 (WSIA) specify posting requirements to ensure that
employees are aware of their rights and health and safety in the workplace.
The City has numerous Joint Health and Safety boards in various locations. The boards within your
area will include the following information:
Occupational Health and Safety Act and Regulations
What You Should Know About The Ontario Employment Standards Act, 2000 poster
Health and Safety at Work: Prevention Starts Here poster
City of London Occupational Health and Safety Policy
Joint Health and Safety Committees Members Names, Work Locations and Meeting Minutes
City of London Workplace Violence Prevention Policy
City of London Workplace Harassment and Discrimination Policy
City of London Code of Conduct for Employees Policy
In Case of Injury poster (Form 82)
First Aid Requirements (Regulation 1101)
Additional information may also be displayed:
Ministry of Labour Orders
Industrial Hygiene Reports
Inspection Reports
Material Safety Data Sheets (MSDS)
You can also contact a member of the Occupational Health and Safety team with any questions or
concerns by calling 519-661-2500 ext. 8456.
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Joint Health and Safety Committees
What is a Joint Health and Safety Committee?
A Joint Health and Safety Committee (JHSC) is made up of a combination of equal management and
worker teams to assist the City in creating and maintaining a safe workplace. Various health and
safety committees exist to handle suggestions, complaints and investigate incidents and injuries.
JHSC’s are required at a workplace where twenty or more workers are regularly employed.
Minutes of the Joint Health and Safety Committees, along with a listing of the members names are
posted on bulletin boards within the work area.
Duties and Functions:
Meet on a regular basis.
Work in combination with the employer.
Conduct monthly workplace inspections.
Investigate injuries requiring medical attention.
Investigate work refusals.
When requested, accompany Ministry of Labour Inspectors.
Consult on policies, procedures, programs and workplace testing.
Review worker concerns.
Make recommendations to employer.
To find out what committee represents you, talk to your supervisor.
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New and Young Workers
Young workers — and new workers of any age – are often eager to learn and can bring new ideas
and energy to the workplace. However, new and young workers are much more likely to be injured on
the job. Young workers often can’t recognize health and safety hazards and may hesitate to ask
questions. You have rights protecting you against health and safety hazards and to fair treatment.
Can You Relate?
“A new job is a chance for a fresh start. I'm learning new skills and meeting new people.
One of the first things I learned when I started working here is that every job has hazards.
No matter how safe it looks. I found out that the way I can stay safe is by knowing about
anything in this workplace that could hurt me or make me sick.
Each one of us here, employers, supervisors and workers has a role to play in safety at
work. If we all cooperate and do what's expected of us we can get home safely at the end of
the day.
When I started working I had no idea how often people got hurt or had a work related
sickness on the job.
I didn't know that the number of people in Ontario who suffer a work related illness or
injury each year would fill the seats of a dozen big hockey arenas.
I didn't know that people who are starting new jobs are three times more likely to get
hurt during their first month on the job than at any other time.
That's because new and young workers, often aren't told about or don't understand the
hazards of the job.
Sometimes they don't know what questions to ask.
Sometimes they don't even know who to ask.”
(Source: Ontario Ministry of Labour, Worker Health and Safety Awareness in 4 Steps Training)
The City of London and your Supervisor play a vital role in the safety of everyone in the workplace.
Do not hesitate to learn more about your rights and responsibilities on the job.
Do not be afraid to ask!
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What is a New Worker? What is a Young Worker?
A new worker can be of any age who is on
the job for less than six months or who is
assigned to a new job.
A young worker is someone who is under
the age of 25.
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Health and Safety Hazards
Hazard:
Anything in the workplace that could hurt you or others. A hazard is any source of potential damage,
harm or adverse health effect on someone or something.
Serious workplace injuries can greatly affect workplaces, families and communities. There is a hazard
at the root of every work-related death, injury or illness. Workplace hazards can come from a wide
range of sources. Generally, hazards can include any substance, material, process, or practice. Your
Service Area will have specific Risk Assessments containing a list of hazards and controls that may
be applicable to you. Some common workplace hazards are as follows:
Less visible hazards include:
Chemicals
Fumes
Toxic dust
Bacteria and viruses
Employee Responsibility:
Report hazards to supervisor as soon as possible.
Supervisor Responsibility:
Inform workers of health and safety hazards.
Protecting You From Hazards:
There are many ways the City of London protects you from workplace hazards. The best way to
achieve this is to eliminate the hazard completely. If the hazard cannot be eliminated, your supervisor
will try to reduce the hazard.
Controls such as procedures, training, personal protective equipment and engineering devices
may all help to reduce your exposure to hazards. 45
Loud noise Workplace violence
No lighting Needle sticks, bodily fluids
Sharp objects or equipment Liquid spills
Hot weather and heat stress Defective or broken equipment
Electricity and other energy sources Heaved or cracked sidewalks
Moving vehicles and traffic Fallen tree branches
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Health and Safety Hazards
What You Need to Know:
Noted below are some important questions about your job that you need to know the answers to.
What are the hazards of this job?
Is there any special training needed for this job?
When will I get training about job-specific hazards?
Do I have the right protective equipment for this job?
If I have any questions about safety, who do I ask?
How do I report an injury?
What do I do in an emergency?
Who do I report unsafe equipment to?
Am I focusing on the task and doing it safely?
Other Ways to Find Out About Hazards:
Workplace health and safety procedures.
Orientation and site-specific training.
Provided information and training about chemicals or hazardous materials in the workplace.
Instruction on how to operate equipment safely.
Ask your supervisor or Joint Health and Safety representative.
Human Resources/Occupational Health and Safety Division.
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Work Refusal Procedure HR/OHS 4.4-20
Work Refusal
Purpose:
Employees have the right to refuse work they believe is unsafe for themselves or others without fear
of discipline or reprisals by their employer. In refusing unsafe work, your supervisor will investigate
together with a worker member from the Joint Health and Safety Committee (JHSC) and take the
corrective measures as necessary.
When Can I Refuse Work?
An employee can refuse to work if he or she has reason to believe that:
Any machine, equipment or tool that the employee is using or is told to use is likely to
endanger himself or herself or another employee.
The physical condition of the workplace or workstation is likely to endanger himself or herself.
Workplace violence is likely to endanger himself or herself.
Any machine, equipment or tool that the employee is using, or the physical condition of the
workplace, contravenes the OHSA or regulations and is likely to endanger himself or herself or
another worker.
How Do I Refuse Unsafe Work?
When refusing unsafe work, you must inform your supervisor immediately of the work refusal.
Your supervisor will investigate the complaint in your presence and with a JHSC member and
attempt to fix the issue.
After your supervisor and the JHSC member has investigated, and if you still believe the work
is unsafe, you can ask that a Ministry of Labour Inspector be called to investigate and give his/
her decision.
In the interim, you may be assigned reasonable alternate work.
Following the investigation involving the JHSC member, your supervisor can assign the
refused work to another worker, on the condition that the worker is told about your work refusal
in the presence of a JHSC member. This worker also has the right to refuse the work if he/she
also feels it is unsafe.
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Workplace Incident Reporting and Investigation Procedure HR/OHS 4.5-1
Workplace Incident Reporting and Investigation
Workplace Incidents and Investigations:
Employees must report all injuries, illness, incidents and near misses in the workplace as soon as
possible to their supervisor or manager who will investigate and complete a Supervisor’s Report of
Incident form.
Why Report?
To get the required medical treatment (if needed).
An investigation can be launched to prevent another occurrence.
Satisfy legislative requirements to report critical injuries and fatalities to the Ministry of Labour.
Types of Incidents:
First Aid - an incident requiring first aid but not health care and no lost time occurrence.
Health Care - an incident requiring medical attention from a health care practitioner but not
resulting in lost time.
Lost Time - an incident that prevents an employee from working their next scheduled shift
following the date of the injury.
Near Miss - an incident with the potential to cause injury, illness or property damage (i.e., a
close call) but not requiring first aid, health care or resulting in lost time.
Critical Injuries:
Under Section 51(1) of the Act, the employer must immediately notify the Ministry of Labour and Joint
Health and Safety Committees of a critical injury or death to a person in the workplace. This may also
include critical injuries to a member of the public who may be participating in a program or visiting one
of our sites.
If there is a critical injury, the scene must be secured (use cones, caution tape, etc.) and notify a
supervisor immediately.
Critical Injury Definition:
Places life in jeopardy.
Produces unconsciousness.
Results in substantial loss of blood.
Involves the fracture of a leg or arm, but not a finger or toe.
Involves amputation of a leg or arm, hand or foot, but not a finger or toe.
Consists of burns to a major portion of the body.
Causes the loss of sight in an eye. 48
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Workplace Incident Reporting and Investigation Procedure HR/OHS 4.5-1
Workplace Incident Reporting and Investigation
Investigations:
Within 24 hours of a critical injury incident, the manager/supervisor and a JHSC worker member
must conduct an investigation. The investigation shall include the following:
Interviewing employee(s) involved
Interviewing witnesses
Identifying primary/secondary hazardous conditions
Identifying primary/secondary unsafe actions
Identifying primary/secondary root causes
Recommending corrective actions
During an investigation it is important to determine the root cause contributing factors. Contributing
factors may include:
People
Equipment
Materials
Environment
Process
Any resulting corrective actions will be implemented and monitored and all necessary parties such as
the Ministry of Labour, Workplace Safety and Insurance Board and applicable Joint Health and Safety
Committee will be provided with any required documentation.
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Workplace Hazardous Materials Information System
(WHMIS)
Workplace Hazardous Materials Information System (WHMIS) Procedure HR/OHS 4.4-1
What is WHMIS?
Workplace Hazardous Materials Information System (WHMIS) is a Canada wide system designed to
provide employers and employees with information about the hazardous materials used in the
workplace.
Three Ways Hazardous Materials Information is Provided:
Labels - on hazardous materials and their containers which alert employers and workers to the
dangers of products and basic safety precautions.
Material Safety Data Sheets (MSDS) - technical bulletins which provide detailed hazard and
precautionary information on the products. They provide supplementary data to the label.
Worker Education Programs - provide instruction on hazards and additional training in safe
work procedures.
All hazardous products used or handled in the workplace must have a WHMIS label. There must be a
material safety data sheet available at the workplace for all hazardous products. Ask your supervisor
where these data sheets are located at your workplace.
Employee Responsibilities:
Never use or handle a hazardous product that you have not been trained to handle safely. See
your supervisor for safe handling instructions.
Participate in the employer's WHMIS education program.
Never remove or deface a WHMIS label for a hazardous product.
Report to your supervisor if a WHMIS label is missing or is no longer legible or visible.
Employer Responsibilities:
Ensure that controlled products are labelled or identified.
Obtain material safety data sheets for controlled products.
Educate workers.
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Workplace Hazardous Materials Information System
(WHMIS)
Workplace Hazardous Materials Information System (WHMIS) Procedure HR/OHS 4.4-1
WHMIS Classes and Hazard Symbols:
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Employee Programs
My IDEAS Program:
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Employee Programs
We know you have ideas, now we want to hear them!
Help make a difference by participating in the
development of ideas that will result in improvement
or share your story of an idea that you helped
implement that has already resulted in improvements
in the areas of:
Strengthening our community
Building a sustainable city
Growing our economy
Leading in public service
Submissions are welcomed throughout the year and the ideas are
considered twice yearly in summer and winter.
You can submit your ideas using the following methods:
On-line (City Connect)
Hard Copy (use the “Submit Your IDEA HERE” card)
E-mail: [email protected]
Phone: 519-661-2500 ext. 5713
Employee Recognition:
BRAVO, our Employee Recognition Program, is here to help us acknowledge the great work being
done at the City of London every day and the people who are committed to our organization and
community.
Peer-to-Peer Recognition Program
Send a co-worker or a team an e-card or hard copy card. Choose
from a variety of occasion cards. Every card sent gets you and your
recipient entered into a monthly draw for prizes.
Service Recognition
Occurs for Years of Service*, 25 Year Anniversary and Retirement
(*eligibility criteria)
Award of Excellence
We have four Awards of Excellence that recognize and celebrate the significant contributions of
our employees.
Nominate a co-worker or team.
Nominations are due December 31 each year.
Look for the Employee Program brochures in your work area or ask your Supervisor! 53
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Employee Programs
Workplace Diversity and Inclusion:
The City is committed to the principles of equality, diversity and inclusion in the workplace.
Having a wide variety of people in our workplace helps our
organization to be more flexible, creative and responsive.
It helps us provide better service to our diverse
community.
An inclusive workplace provides a supportive environment
where people are comfortable and confident to be their
whole selves at work.
It means that we recognize each other’s differences,
respect and celebrate them and ideally try to use them to
provide better service.
You are encouraged to read through our Workplace Diversity and Inclusion Plan. It details our vision,
approach and activities underway to help create a more diverse workforce, reflective of our
community and a more inclusive organizational culture.
For more information visit the Workplace Diversity and Inclusion page on City Connect under Human
Resources, or online at www.london.ca or you may contact Aidan Prince at [email protected] or at
519-661-2500 ext. 2789.
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Notes
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Employee Notes
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