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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



    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


  • 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


    Employee Notes 56

    Employee Programs

    My IDEAS Program 53

    Employee Recognition 53

    Issued: 2015/03/11 Revised: 2015/04/24 1

  • Corporate Orientation Handbook

    Casual Employees City of London


  • Welcome to the City of London Team!

    Corporate Orientation Handbook

    Casual Employees


    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:

    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.


  • Corporate Orientation Handbook

    Casual Employees City of London

    Corporate Overview

  • Corporate Overview

    Corporate Orientation Handbook

    Casual Employees


    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


    A copy of the 2015-2019 Strategic Plan can be found at


     Strengthening Our Community  Building A Sustainable City

     Growing Our Economy  Leading In Public Service

  • Customer Service

    Corporate Orientation Handbook

    Casual Employees


    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.


  • Customer Service

    Corporate Orientation Handbook

    Casual Employees


    Tips for Exceptional Customer Service:

     Establish rapport with the customer. Use eye contact. Use the customer’s name where


     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


     Acknowledge the customer’s feelings again if they continue to be upset (“I can see why you


     Play back your understanding of the situation for confirmation (“I think that you are saying that


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