Volunteer Orientation Manual

Code of Conduct

The Code of Conduct sets out expectations and provides a guide for appropriate and consistent behaviour in delivering services.   All employees and volunteers will abide by the values of the organization, specifically: any conduct that does not respect the children, families, co-workers or general public will result in disciplinary action. All volunteers will begin volunteering at CHEO with a probationary period of three months.

Probationary Period:

Each new volunteer will undergo a trial probationary period to allow a volunteer and program staff to assess and adjust to a new volunteer engagement and determine that the volunteer is the right fit for the role. During this time the program supervisor will have the opportunity to evaluate a volunteer's learning, address training needs, and discuss with the volunteer as to whether or not they feel that the role is a good fit for the volunteer's skills and/or interests. This may be done formally (a sit-down meeting) or informally (on-going conversation and observation throughout probationary period).

Once a volunteer has been actively engaged for three months and their probationary period is over, the volunteer can request a refund for their Police Records Check fee.

It is understandable that volunteers will have compassion for the patients and families they support. Volunteers function in a position of trust. 

Always respect and protect the confidentiality of patients and their families. Details of a child’s care, treatment, condition or other facts about a patient are strictly confidential and must not be discussed or disclosed. Do not ask questions about a patient’s illness/condition. Avoid asking questions in the presence of other patients, family members and staff. 

Volunteers read and sign the same Confidentiality Agreement that staff sign and are held with the same accountability to comply with these requirements during and beyond their involvement with CHEO.

Confidentiality: 

Patients and families have every right to assume that confidential information about them will not be discussed among volunteers and staff. Volunteers are held with the same accountability as employees, to protect and maintain this confidentiality. Conversation with patients should not invite confidences, or offer opinions on personal matters or pertaining to their medical treatment.  Volunteers are to refrain from discussing patient’s illness or their own. 

Volunteers are to immediately notify Volunteer Resources if he/she has been charged and/or convicted of a Criminal Code offence, and or has engaged in conduct that may result in negative public relations and /or damage to the reputation of CHEO.  It is understood that failure to immediately notify Volunteer Resources may result in the summary release of a volunteer from their service to CHEO. Furthermore, Volunteer Resources may, in absolute discretion, release them from their relationship with CHEO in light of disclosure of the above conduct.

Volunteers are to practice active listening, and not offer personal or medical advice to patients/families, or relate their own personal experiences. There may be situations where it is appropriate or necessary to share / disclose information, such as a patient who is suspected to have experienced, or are at risk for abuse or neglect, with program staff. 

Personal boundaries include keeping patients/families separate and distinct from a volunteer’s personal and social life. Ensure that your relationship with patients/families does not extend beyond your role as a volunteer. This includes, but is not limited to, exchanging gifts/treats and sharing contact information (phone numbers, Email, home address, Facebook), offer transportation / financial arrangements (i.e. lending/borrowing of goods or money), or do favours, photographing patients/family members. Should families/patients wish to offer their appreciation, suggest that they make a donation to the CHEO Foundation.  

Physical Boundaries:  Respect personal space and refrain from physical contact (hugs). Volunteers are to govern their physical behaviours accordingly.  Convey messages of empathy with words and facial expressions that let patients / families know they care without having to touch.

Emotional Boundaries: Humour, "playfully" joking or teasing is to be avoided. Refrain from offering advice or relating personal experiences. 

Financial transactions:  Volunteers do not enter into financial transactions with clients, their family members or caregivers, either purchasing (as a donation or gift), lending or borrowing in either direction. 

Social Media:  Volunteers may not take photographs of staff, volunteers, patients, family members, and visitors with their camera or cell phone. Posting details of your volunteer experiences on social media sites is strictly prohibited.  

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Volunteers are responsible for complying with CHEO’s guidelines, policies and procedures, and for demonstrating exemplary behaviour while striving to be appropriate role models.

It is understood that volunteers will not be utilized to displace any paid employees from their role or activities. Volunteers recognize that they will not receive remuneration, salary, wage, payment or any employee benefits in return for volunteer services. Volunteer service does not establish an employment relationship with CHEO.

Conflict of Interest:

It is recognized that volunteers engaged to perform duties with CHEO have a primary duty to the patients, families and staff. Volunteers have the right to carry on outside activities subject to the following:

• That such an activity does not impact on their ability to perform the duties they have agreed to perform.
• That such an activity does not bring the CHEO or employees into disrepute or cause embarrassment in any way, such that it impacts on our ability to work towards our Mission, Values, and or raise funds for CHEO.
• That such activity does not result in any real or perceived conflict of interest.
• It is agreed that volunteers will not solicit business for personal or professional gain, conduct any kind of outside business on CHEO premises, use supplies and/or services, or collect funds for an unaffiliated organization. 

Prior to any action or statement that might affect or obligate CHEO, volunteers are to seek prior consultation and approval from Volunteer Resources. These actions may include, but are not limited to, public statements to the media, or any agreements involving contractual or financial obligations. Volunteers are to act as representatives of CHEO outlines within their role description. If you are contacted by the Media regarding your volunteer role, please inform Volunteer Resources directly for guidance. 

Commitment

The children, youth, families and CHEO staff have confidence in the commitment made by all volunteers. Please be courteous by arriving on time for your shift. Report your absence to your program staff. Ensure that you exchange the contact information with your supervisor (email, phone). Program staff will address frequent absences.

Taking a vacation or requiring a leave of absence is acceptable during your involvement. Please notify your staff support and Volunteer Resources with as much notice as possible – minimum two weeks. 

For continuity of programs, volunteers taking an extended holiday or leave of more than two months (eight weeks or more), cannot be guaranteed their same role and/ or shift upon return. Every effort will be made to find a suitable new role. For security purposes, volunteers must return their ID badge to the Volunteer Resources office, where it will be kept for your return. 

The Volunteer Resources office is closed on all statutory holidays, where volunteers are not required to report for their assignment: New Year’s Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving, Christmas Day, and Boxing Day. 

When the time comes to end your volunteer relationship with CHEO, please ensure that Volunteer Resources and your program staff have been consulted, with as much notice as possible. Your ID badge, lanyard and vest must be returned to the volunteer office. Volunteers may also be asked to participate in an Exit survey to improve our program and overall satisfaction.

Communication: 

Volunteers are to register their presence by using the touch screen Kiosk to perform a check-in and a check-out for their assignment. 

From a Security and Liability importance, the Volunteer Resources team and staff need to know who is volunteering when and where. For example, in the event of an emergency or incident, we must be able to locate you and account for your presence.

From a Recognition impact, it is very important that we properly track your investment for the hours and years you dedicate your talents and energy!

From an organizational need, details of hours and years of investment, serve to produce much needed statistics to demonstrate the value added by our volunteers who support our clients, patients and families. 

Volunteers register their presence by using the Touch Screen Kiosk to perform a “check-in and a check-out” for their assignment. The sign-in and sign-out procedure is demonstrated with each new volunteer at Orientation, prior to or on the 1st day of assignment. 

COVID-19 Check in Procedure:
Daily Entrance Screen

You must complete your Entrance Screen no earlier than 2 hours before your shift. You find the volunteer screen on the Staff Portal website: https://www.cheo.on.ca/en/staff-portal.aspx before you arrive. This survey works best in a CHROME browser. You must complete your screen before arriving for each and every shift. Select the "Volunteer" option when presented. The volunteer screen now gets sent to VR automatically. 

Note: you may be asked to show your screen results upon entry to the building, and if you have your phone handy please do so. Or simply point the auditor to the Volunteer Resources office and we’ll gladly share your confirmation email with them. Either way, together we’ll complete the necessary reporting.

How to understand your screen
Volunteers can attend their shift at CHEO when they receive a CLEAR message.
If you receive a message that indicates that you should SELF-ISOLATE or SELF-ISOLATE AND GET TESTED - please follow the guidance of our Occupational Health and Safety Team listed at the bottom of the screen and in your confirmation email.

If you are ever confused or concerned about whether or not you should come to CHEO for your volunteer shift, do not hesitate to reach out to us at vresources@cheo.on.ca - we are here to support you! And when in doubt, stay home and take good care.

 

Always alert a member of the healthcare team when you are concerned about a patient’s condition (changes /deterioration or is in visible danger). The healthcare team will assess the situation and decide on how to proceed. 

Whenever you are required to leave your placement site, always inform your program staff of your whereabouts. In the event of an emergency, we must be able to locate you and account for your presence. 

 

COVID-19 Contact Tracing:

To be able to know where volunteers travel within the in-patient units, please remember to add your name to the sign-in sheet at the main desk of inpatient units so that we have a way to contact trace anyone who was on a unit/area at a given time. Be sure to indicate that you are a VOLUNTEER. Some volunteers flow from unit to unit, and we want to make sure that we capture volunteers, in addition to your mandatory sign-in in the volunteer office.

Staying informed and up-to-date with CHEO’s and volunteer resources activity is extremely important. Volunteers are to notify the Volunteer office with any changes to their name, address, contact information, and or emergency contact information. Volunteer files are confidential. 

 

Lockers with keys are available to volunteers for the duration of their shift. At the end of each shift, replace the key in the lock. CHEO is not responsible for lost or stolen items. Volunteer Resources is tracking locker usage to determine any needed repairs or missing keys. Volunteers will be required to complete the tracking sheet on the used locker. When a locker is broken, kindly write a message on the sign-in sheet. In the event of a missing key, notify one of the coordinators or in our absence, call Security ext. 2227 to open the locker with a Master Key.

Parking for volunteers:

Registered volunteers are given free access to the parking lot while on duty. To request complimentary parking, volunteers must notify the coordinator in Volunteer Resources. Information such as the license plate and the make/model of your primary vehicle will be required. 

For those who park onsite, volunteers now use Lot D – use Lot C when D is full. “Swipe” your ID badge on the card reader, located at the gate. - do the same when exiting. If there is a problem, press the intercom button to speak with Security staff. See the map for an easy reference.

 

COVID- 19 Protocol
Building entrance
Volunteers and staff enter and exit CHEO via the CTC Entrance – closest to Roger Neilson House / Treatment Centre. See the map for an easy reference. If you are taking the bus, you can also enter via Max Keeping entrance.

 

 

Please note: 
CHEO faces a shortage of parking daily for families and visitors. As a result, some areas are reserved for families and visitors only. Parking elsewhere without consent may result in a warning from security and/or a fine of 95$, as well as a loss of Parking privileges.

 

CHEO’s Security team conducts regular audits and we want to ensure that volunteers do not lose access to this parking benefit. Volunteers identified using unauthorized parking will be required to pay for periods of use, and may result in a retraction of this parking benefit. 

Entry and exit to/from this automated lot requires the use of your ID badge on the access pads. Always use your card even if the gate is up. The system has a feature that prevents the card being used without a complete transaction of exiting.  

 

Volunteers are to be accountable to park at CHEO during their allocated volunteer shift. Therefore, the ID badge with parking is not to be used when;

• Medical appointments or visits with to loved ones at either CHEO or the General Campus 

• Attending school at Ottawa university

• Employment with CHEO or the Ottawa Hospital, General Campus or Research Institutes

What to do when the lot is full?

Kindly contact Security via the intercom at the gate, for advice on which STAFF parking lot you may use.

It's no secret that volunteers have the biggest hearts and are willing to help when they see an occasion to assist!  There is nothing more awkward than seeing a parent or visitor – maybe a fellow volunteer? - struggling with exiting the parking lot, especially when there is a line-up of cars behind them. We have all been in that situation. Let's leave it up to Security staff to guide and resolve those situations. At the parking lot gate, to either enter or leave, there is an intercom – press the button to speak to Security staff. It's tempting to speed up the situation and swipe people out, by using your ID badge. However, your ID badge is not to be used to grant anyone from leaving the parking lot – despite the back-up of cars! We want to ensure that volunteers do not lose access to this parking benefit.

 

 

Annual Recognition

CHEO recognizes volunteers who, based on their date of involvement, have invested their service at 5 year intervals. We also award two different awards annually: the Alison Craig Memorial Scholarship, and the Maureen Tourangeau Award.  

We also enjoy celebrating International Day of the Volunteer, and National Volunteer Week each year, planning small ways to say thank you to each and every volunteer.

Letters of Reference

• Letters of reference by staff supervisors are available as per their discretion. Often supervisors wish to see that volunteers have been active for over 1 year, with approximately 100 hours logged, prior to providing an in-depth reference (especially for graduate/medical school applications)
• Letters of Attestation are available by Volunteer Resources. Medical School applications are not completed by Volunteer Resources. However, providing information as a verifier is acceptable.

A Flu Vaccine is highly recommended during peak season. In the event of an outbreak of influenza among the unit patient population, unprotected volunteers will not be permitted to perform in affected units. The flu vaccine is available annually at CHEO for all staff and volunteers, though volunteers who are 65 years of age and older, who wish to receive the high dose vaccine, should contact their physician, as it is not available at CHEO.

Isolation Precautions sign outside a patient’s room indicates the presence of an infection.

Access to patient rooms with precaution signs are to be directed only by your supervisor, with appropriate training. Volunteers deemed ready to be trained to wear protective equipment at the discretion of their supervisor, must demonstrate good judgement and are expected to take all reasonable precautions when performing their activities.

We all have a great responsibility in protecting our patients from severe complications that can result from getting an infection while in at CHEO.

To protect our vulnerable patients from getting infections while admitted to the hospital, please inform your program staff of the first signs of illness (e.g.: rash, “pink eye”, fever, sore throat, nausea, flu, cold). Many infections can be spread to others even before you are feeling really sick.

It is essential that you stay home when feeling unwell. Volunteers experiencing diarrhoea and / or vomiting can return to CHEO once you have been symptom free for 48 hours. If cold / flu symptoms have been present for greater than 48 hours without fever, diarrhoea or vomiting or new symptoms and there is improvement, volunteers may return to their assignment.

The single most effective way to prevent the spread of infection is good hand hygiene. You can use alcohol-based hand sanitizer (e.g. Purell), or hand washing with soap and water when hands are soiled, before and after any patient contact, before eating, and after using the washroom or performing other bodily functions (e.g. blowing your nose). Further information about hand hygiene is below.

If you cough or sneeze, cover your mouth/nose with a tissue or sleeve – not your hands. Discard soiled tissue.

Avoid touching your face, eyes, nose and mouth - all are access points for infection!

Be good to your hands and use a moisturizing lotion.

Consuming food or drink at your placement site is not permitted. The cafeteria, coffee shop and Volunteer Lounge are all appropriate places to eat your meals 

 During your shifts at CHEO, you may hear some emergency codes announced overhead. It's important that volunteers are aware of what to do when they hear these codes.

 

We use an emergency colour coding system. If there is an emergency situation, we’ll announce a code over the intercom system to clearly give staff the information they need. We have many systems in place to protect everyone who enters CHEO. If you hear a code over the intercom - stop, listen and follow any prompts. It’s best to stay where you are unless it is unsafe or until appropriate authorities let you know what to do next. If you are unsure as to what to do, check in with your supervisor. 

 

How are volunteers to respond to these codes?

Code Red:

Code Red will be reviewed in detail in the next section on Fire Safety at CHEO.

Code Blue:

If you are in the area of a Code Blue, ensure that you are out of the way of the medical professionals responding to the Code. Encourage kids to stay in the playroom or continue with an activity to distract them. Should you ever be concerned that a patient is experiencing a life-threatening medical event, call for help from nearby medical staff. If there are no staff nearby, you should call for help by phone or by pressing the Code Blue button in your area.

Code Orange:

A Mass Casualty/Disaster Event is a situation which results in a great number of injuries of such severity that it requires mobilization of CHEO’s operation toward the care of the casualties.  All volunteers are to report to the volunteer lounge. Volunteers wil0l be asked to be available to act in roles, such as messengers and traffic control agents, if needed.        

Code Green:

Should evacuation be necessary at CHEO, it is very important that volunteers follow the direction of Security officers and the staff in their assigned area. Please check in with your staff supervisor and/or a Coordinator of Volunteer Resources once outside the building (in person or via phone).

Code Yellow:

If you hear a Code Yellow, listen closely to the description of the missing person. Unless instructed otherwise, do not leave your assignment, but keep an eye out for the described person in your area and as you travel around the building. Call security at x4444 if you see the missing individual, and approach them as a friendly helper only if you feel safe and it is unlikely that they seem ready to run away. Once the person is found, you will hear an all clear. Until then, keep your eyes open. 

Code White:

If you are in the area of a Code White, ensure that you are out of the way of the medical professionals responding to the Code. Encourage kids to stay in the playroom or continue with an activity to distract them. Should you feel it necessary, close doors between you and the activity. Stay safe and follow instruction of staff.

Code Brown/Grey:

Should a Code Brown or Grey be called, pay close attention to the instructions of security and staff. A Code Brown or Grey may impact programming you are supporting or not at all. Follow instructions and listen for the all clear.

Code Black:

It is very important in the event of a Code Black that volunteers follow the direction of Security officers and the staff in their assigned area. 

Code Silver

ACTIVE SHOOTER/WEAPON situations occur when there is an active presence of an armed individual whose aim is to inflict harm while at CHEO or in the surrounding area. While we often think of and talk about firearms, a Code Silver may be applied to an individual armed with any other type of weapon (e.g. firearm, knife, explosives, etc…) as well.

 
How should volunteers respond to a Code Silver? The response to any activation of CODE SILVER is to “RUN! – HIDE! – SURVIVE!”

• RUN – Evacuate as far away from danger as possible. Evacuate immediately from the area, help to direct any other persons in your area away from the danger if possible. Dial 4444 to activate a “Code Silver” once you are in a safe location
• HIDE – If Evacuation is not a safe option, you should hide in a safe place, lock and barricade doors, place devices on silent, stay quiet and low to the floor. DO NOT come out of your hiding place until you have been cleared by police to do so. Do not unlock or open your door for anyone at all.
• SURVIVE – Only as a last resort if your life is directly threatened you should use force to defend yourself from harm and attempt to subdue your attacker. Use improvised weapons and work with others

What is the difference between Code Silver, a Lockdown, and a Secure Facility? A “Lockdown”is a response to an immediate threat to life inside a facility which may require an armed police response. “Lockdown” is a term which is synonymous with “Active Shooter” or Code Silver.
A call for a “Secure Facility” is a response to an immediate or imminent threat or hazard external to a facility (e.g. security incident nearby, potential for an unsafe situation arriving at CHEO. Precautions are taken to limit or restrict access to a facility or areas of a facility and monitor entry and exit points. Regular business may continue with some precautions.
What about Patients/Families? You may have to leave a patient alone during an active shooter situation. You are responsible for your safety first. If you feel that you cannot leave a patient or a patient area, then you should do your best to HIDE in the patient room, lock or barricade the door, shade windows and stay as silent as possible. 

Code Purple

A hostage situation is where anyone is held against their will. Anyone can activate a Code Purple. If you are a bystander, leave the area if possible, do not engage with the hostage taker and if safe to do so, report details about the situation. Security officers will be the first to respond and will involve tactical units or others as necessary. Security will implement "Secure Facility" to limit access and exit from the area. Volunteers are to follow the instructions of the staff around them.

Other codes you may hear at CHEO that do not impact your volunteer duties at CHEO:

Code Pink

Neonatal resuscitation is a response for a newborn infant (0-3 days old) in the Emergency Department. 

888 - Code Transfusion

Additional blood products are required for a patient.

Code ED

Patient surge in ED - additional staff and medical staff will report to the ED to assist and ensure patient safety.

Code Trauma

A trauma code will be initiated to activate the trauma team when a patient meeting the trauma team activation guidelines is expected.

What does Flagging mean?

Flagging for Violence and Aggression is a standardized and proactive approach to communicating the risk of workplace violence to workers for patients, caregivers, or visitors with a history of or potential for violent, aggressive, or responsive behaviour. At CHEO, we use Potential for Violence Flags in a patient’s chart in Epic (electronic health record) to communicate this risk. While volunteers do not have access to Epic, it is important to understand this policy and know what the posted signs mean.

Why is this important? 

• It’s the law – employers and supervisors must advise workers of hazards that they may encounter in the workplace and provide them with information to protect their health and safety (Occupational Health and Safety Act [s. 32.0.5(3)]). 
• Communicates the individual’s known aggressive behaviours, triggers and what strategies work best to prevent or respond to their aggressive behaviours to maintain a safe environment for care. 
• Enables safe and appropriate care by meeting the individual’s unique needs. 

What Volunteers Need to Know (when working in clinical areas)

Be knowledgeable on how the risk of workplace violence is communicated to you at CHEO.

As volunteers do not have access to Epic, visual indicators will be observed if there is a flag on a patient's chart.

The Safety Plan door signage is used in select departments to communicate that the individual in the room has a Potential for Violence Flag

 

 

 

Epic Track Board & Unit Monitors: If a patient/caregiver has a Potential for Violence Flag on the patient’s electronic chart, the patient’s name will appear in bold, italicized, with a yellow background and a “V” symbol next to their name on an Epic Track Board or Unit Monitor.

 

 

When these visual indicators are observed, speak to your staff supervisor to learn about this flag if you are likely to encounter the individual.

The main components of WHMIS are:

• Hazard identification and product classification
• Labeling (supplier an workplace labels)
• Material Safety Data Sheets MSDSs
• Worker training and education.

Controlled products is the name given to products, materials, and substances that are regulated by WHMIS legislation. All controlled products fall into one or more of six WHMIS classes. The Controlled Products Regulations specifies the criteria used to place materials within each classification.

There are six (6) classes although several classes have divisions or subdivisions. Each class has a specific symbol to help people identify the hazard quickly.

The classes are:

• Class A - Compressed Gas
• Class B - Flammable and Combustible Material
• Class C - Oxidizing Material
• Class D - Poisonous and Infectious Material
• Class E - Corrosive material
• Class F - Dangerously reactive material

Almost every controlled product at CHEO must have a WHMIS label. These labels should be affixed to the controlled product so that you can read about the product inside the container.

What Information should be on a Supplier Label?

• Product identifier
• Name of supplier
• MSDS statement
• Hazard symbol
• Risk phrase(s)
• Precautionary measures
• First Aid measures

• MSDS binders are available in each department for the chemicals specific to each area. Check with your supervisor as to where they are located
• Occupational Health & Wellness office
• Online, under Tools & Reference, on CHEOnet (your supervisor can access CHEOnet if needed).

WHMIS Quiz 

The Ontario Human Rights Code specifically states that every employee has a right from harassment based on race, ancestry, place of origin, colour creed, age, marital status, family status, sexual orientation, gender or handicap. The Ontario Human Rights Code defines harassment as engaging in a course of vexatious comment or conduct that is known or ought to be known to be unwelcome. The Code generally holds that a course of events must take place for violation of the Code to have occurred. However, a single event, which is significant or substantial enough to create a “poisoned environment,” can be interpreted as a breach of the Code. In general terms, harassment is any unwanted physical or verbal conduct or written messages and e-mails that offends or humiliates. Such conduct can interfere with a persons’ ability to do a job or obtain a service. 

Code of Conduct, Human Resources

Workplace Harassment, Human Resources

The purpose of this policy is to foster a respectful workplace through the prevention and prompt resolution of complaints of harassment in the workplace.

Conflict/Complaint Resolution, Human Resources

To provide employees, volunteers, students and physicians with a step by step approach to resolve work related conflicts and/or complaints in a timely, respectful, supportive and consistent manner.

Violence in the Workplace, Human Resources

To demonstrate CHEO’s commitment to the prevention of workplace violence and meet legislative requirements under the Occupational Health and Safety Act (OHSA), the Ontario Human Rights Code, the Criminal Code of Canada and the Workplace Safety and Insurance Act. As per provincial legislation, the definition of workplace violence (WPV) also includes those situations where behaviours/actions related to a patient’s/clients medical condition result in the threat, attempt, or actual application of physical force against a worker. Violence in the Workplace also includes domestic violence that may occur in the workplace, criminal intent (visitor or suspect with no affiliation to workplace), and ideological violence. 

Workplace Harassment means:

• engaging in a course of vexatious comment or conduct that is known or ought reasonably to be known to be unwelcome
• jokes about one or more Prohibited Ground, for example racist or homophobic jokes
• the display or circulation of offensive materials
• degrading words used to describe a person based on one or more Prohibited Ground
• derogatory or degrading remarks directed toward all members of a group who share characteristics
• based on one or more Prohibited Ground
• suggestive or obscene comments or gestures
• any objectionable act, comment, display, email or other electronic communication that demeans, belittles, causes personal humiliation or embarrassment, and any act of intimidation or threatening behavior that is based on one or more Prohibited Grounds

Workplace Sexual Harassment means:

• engaging in a course of vexatious comment or conduct against a worker in a workplace because of sex, sexual orientation, gender identity or gender expression, where the course of comment or conduct is known or ought reasonably to be known to be unwelcome
• making a sexual solicitation or advance where the person making the solicitation or advance is in a position to confer, grant or deny a benefit or advancement to the worker and the person knows or ought reasonably to know the solicitation or advance is unwelcome.

Sexual harassment may include but is not limited to:

• sexually suggestive remarks or gestures, or inappropriate physical contact or sexual assault
• sexist jokes and the display or circulation of offensive material including sexually offensive slides and cartoons
• sexually degrading words used to describe a person
• derogatory or degrading remarks directed toward the members of one sex
• an implied or expressed condition of employment or a promise of reward for complying with a sexually oriented request
• an implied or expressed threat of reprisal in the form of either actual reprisal or the denial of opportunity for refusal to comply with a sexually oriented request

Personal Harassment includes:

• engaging in any course of comment or conduct that is hostile, demeaning, belittling or causes personal humiliation or embarrassment which ought reasonably to have been known by the harasser to be hostile, demeaning, belittling or the cause of personal humiliation or embarrassment to another.
• is targeted at a person or a group of persons on the basis of personal values of the harasser and may or may not be based on one or more Prohibited Ground.

Personal harassment may include but is not limited to: 

• serious or repeated rude, degrading, or offensive remarks such as teasing about a person’s physical appearance
• threats, intimidation, ridiculing and insulting comments, acts, or gestures
• screaming, shouting and name calling in the workplace
• disrespectful behaviours such as engaging in repeated and persistent gossiping, rudeness and repeatedly interrupting another individual’s speech
• inappropriate inquiries or comments about a person’s personal life when the individual has indicated that he/she does not wish to discuss 
• repeated and unwarranted, non-constructive criticism

Intent 

Intent is not a prerequisite to workplace harassment, personal harassment, workplace sexual harassment, discrimination or bullying. It is sufficient that the victim perceived the conduct as harassment, discrimination and/or bullying and that a reasonable person in similar circumstances would have perceived the conduct as such.

Bullying 

Bullying is an intense form of personal harassment characterized by a deliberate action or course of comment that is offensive, malicious and cruel with an aim to humiliate, intimidate, undermine or destroy the character or confidence of an individual or group of individuals. It differs from personal harassment in that bullying is always intentional. Like personal harassment it may or may not be based on one or more Prohibited Ground. Bullying behaviours can lead to workplace violence.

Discrimination 

Any action or behaviour which results in unfavourable or adverse treatment based on one or more Prohibited Ground which is not otherwise permitted by law.

Poisoned Work Environment 

Workplace harassment may also include behaviour, conduct, comments or activities that are not directed specifically at an individual, but which nonetheless create a degrading, offensive, “poisoned” work environment. Behaviours which contribute to a poisoned work environment may include, but are not limited to, repeated patronizing behaviour, language or terminology that reinforces stereotypes and language or terminology that undermines self-respect or adversely affects work performance or conditions. 

Harassment does not include:

• reasonable action taken by an employer or supervisor relating to the management and direction of its workplace such as appropriate investigations, directions or delegation
• attendance and/or performance management
• management appointment to positions based on fair and equitable practices
• appropriate disciplinary action
• a truly voluntary social relationship where the parties are mutually consenting
• stressful events encountered in the performance of legitimate job duties

• increased absenteeism 

• higher than normal turnover

• associated costs resulting from legal action

• creation of a poor corporate image

• decreased morale and productivity