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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!



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



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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http://www.london.ca/city-hall/employment/employment-types/Pages/Casuals.aspx



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.

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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 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



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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:


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

Workplace Harassment and Discrimination Policy


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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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Purpose:

The Code of Conduct for Employees defines acceptable interpersonal and ethical standards in the

Corporation’s workplaces.


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.



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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.


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.



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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


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

http://www.workhealthlife.com

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.


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.


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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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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(AODA): Customer Service Standard


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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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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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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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(AODA): Integrated Standards


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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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


Casual Employees

29




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.


Casual Employees

30

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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31



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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32



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.


Casual Employees

33



33

Risk management is easy…Be attentive, regularly inspect our sites, document

the work you do, and report any risks or hazards to your Supervisor!

mailto:[email protected]


Casual Employees

34

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.


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.

34


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.


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.)



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35 35


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.


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.


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.



Casual Employees

36 36

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


Casual Employees

37 37

http://www.london.ca/residents/Recreation/Arenas-Skating/Documents/Rzone%20IncidentReport.pdf



Health and Safety


Casual Employees

39

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.


Casual Employees

40

40

Occupational Health and Safety Act and Regulations

http://www.labour.gov.on.ca/english/hs/faqs/workplace.php#jhsc

http://www.labour.gov.on.ca/english/hs/faqs/workplace.php#jhsc

http://www.labour.gov.on.ca/english/hs/pubs/ohsa/ohsag_part4.php




Casual Employees

41

Occupational Health and Safety Act and Regulations (R.S.O. 1990, c.O.1)



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.


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.

41


Casual Employees

42

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:


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.

42

http://www.ontario.ca/laws/statute/90o01

http://www.labour.gov.on.ca/english/es/pdf/poster.pdf

http://www.labour.gov.on.ca/english/hs/pdf/poster_prevention.pdf

http://docs/livelink/livelink.exe/fetch/2000/792197/872936/1636710/1618300/16975168/17451821/Occupational_Health_and_Safety_Policy_.pdf?nodeid=19095646&vernum=-2

http://docs/livelink/livelink.exe?func=ll&objId=18188667&objAction=Open&nexturl=%2Flivelink%2Flivelink%2Eexe%3Ffunc%3Dll%26objID%3D1618630%26objaction%3Dbrowse




http://www.wsib.on.ca/WSIBPortal/faces/WSIBDetailPage?cGUID=WSIB014583&rDef=WSIB_RD_ARTICLE&_afrLoop=2641134509151000&_afrWindowMode=0&_afrWindowId=wbzz0ljl_22%23%40%3FcGUID%3DWSIB014583%26_afrWindowId%3Dwbzz0ljl_22%26_afrLoop%3D2641134509151000%26rDef%3DW

http://www.wsib.on.ca/WSIBPortal/faces/WSIBArticlePage?fGUID=835502100635000267&_afrLoop=2640901173561000&_afrWindowMode=0&_afrWindowId=null%23%40%3F_afrWindowId%3Dnull%26_afrLoop%3D2640901173561000%26_afrWindowMode%3D0%26fGUID%3D835502100635000267%26_adf.


Casual Employees

43

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.

43


Casual Employees

44

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!

44

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.


Casual Employees

45

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


Casual Employees

46

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.

46


Casual Employees

47

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.

47


Casual Employees

48

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


Casual Employees

49

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.

49


Casual Employees

50

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.


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.


Ensure that controlled products are labelled or identified.

Obtain material safety data sheets for controlled products.

Educate workers.

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Casual Employees

51

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:


Casual Employees

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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

mailto:[email protected]


Casual Employees

54

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


Casual Employees

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Employee Notes

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Casual Employees

57

Employee Notes

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