Accessible Customer Service: breaking the barriers for people with disabilities

Accessible Customer Service: breaking the barriers for people with disabilities © Bridgepoint Legal Entity 2013 Introduction What is AODA ? • • • •...
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Accessible Customer Service: breaking the barriers for people with disabilities

© Bridgepoint Legal Entity 2013

Introduction What is AODA ? • • •

• •

About 1.85 million people in Ontario have a disability Accessibility for Ontarians with Disabilities Act (AODA), 2005 Accessibility Standards for Customer Service is one of the standards ensuing from this Act and came into effect on January 1, 2008 All service providers, including health care institutions, required to remove barriers faced by people with disabilities January 2010 – Bridgepoint’s customer service standard came into effect

© Bridgepoint Legal Entity 2013

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Introduction What is disability?



Any degree of physical disability, infirmity, malformation



Intellectual or developmental disability



Learning disability



Mental disorder

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Self-test Which of the following is NOT a disability? •

Vision



Developmental disability



Tardiness



Mental health

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Self-test About 1.85 million people in Ontario have a disability y

True

y

False

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Interact with people with disabilities 1. Think / learn about how people with disabilities communicate 2. If one channel or method of communication cannot be used, use another one, or a combination =

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Be flexible

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What can you do? Vision Loss Describe the service offered to the person unable to view it

Deaf, deafened and hard of hearing • Attract the customer’s attention before speaking, don’t shout. • Make sure you are in a well-lit area, speak clearly and make sure nothing is covering the mouth for those who lip-read • If the person uses a hearing aid, reduce background noise or move to a quieter area

Learning, Developmental or Intellectual Disability Use plain language, avoid technical language, explain any documentation provided to patients © Bridgepoint Legal Entity 2013

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Example: aphasia • Aphasia is a language disorder • It can affect person's ability to use and understand spoken or written words • People with aphasia may be able to think very well, but they have difficulty using language to express their thoughts.

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General Tips for Interacting with Customers with Disabilities • • • • • •

Speak directly to your customer Ask “May I help you?”, “How may I help you?” Take the time to get to know your customer’s needs Use plain language – often simple is better Choose appropriate communication channels Reassure the customer: “I know you know” • Ask: “Do you understand this?” • Exercise patience.

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What would you do? • Situation: A patient enters the elevator and an alarm goes off. What do you do?

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What you could do 1. 2.

3.

Ask the patient if they are alone or accompanied If alone, explain that the elevator will not move and encourage the patient to return to their unit/ nursing station If the patient has difficulty understanding / is confused – seek assistance from a care provider from his/her unit or go to the nursing station

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Animals in the facility 4 categories: - Service animals - Resident animals - Visitation or family pet - Pet volunteers •

BH has a policy on the use of animals, including service animals



Animals are not permitted in certain areas

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Use of service animals • Service animals – working animals, not pets • Any animal trained to do work or perform tasks for the benefit of a person with disability • Service animals are allowed access to the cafeteria

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When service animals are excluded Adopt alternative measures, such as: • Offer a safe location where the service animal can wait (if the person is able to be separated from the animal) while offering service to the person. E.g. a person with vision loss might need someone to guide him or her.

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When service animals are excluded Adopt alternative measures, such as: • Offer a safe location where the service animal can wait (if the person is able to be separated from the animal) while offering service to the person. E.g. a person with vision loss might need someone to guide him or her.

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What you could do •

Discuss the situation with both patients and make every effort to meet the needs of both individuals = move them far from one another.

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Support persons • Paid professionals, volunteers, friends/family members of the person with disability • Accompanies a person with disability in order to help with communication, mobility, personal care, medical needs or access to services • Must comply with certain rules spelled out in the BH policy related to support persons

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Self-test Which statement about persons with disabilities is true: • A person’s disability always affects how he/she interact with you • A person’s disability may affect how they interact with you and it might not

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Self-test Which of the following statements is correct? a) b) c)

The list of restricted areas is the same for all types of animals Service animals are allowed access to the cafeteria Service animals are given access to the cafeteria and the dialysis unit

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Assistive devices • All staff members are supposed to be able to assist the patient using their own personal assistive devices while at Bridgepoint: - Seating and Mobility Aids - Vision Aids - Hearing Aids - Communication Aids - Feeding Aids - Positioning Aids - Prosthetics and orthoses

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Who to contact • Your manager • Manager of Ambulatory Services and Central Therapy • Or [email protected]

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Where can I find more information? Bridgepoint portal – click on ACCESS ON logo to open “Customer Service Policy Statement” In this document, you’ll find links to all 8 policies related to Bridgepoint’s Customer Service Standard

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Meeting the requirements of the Customer Service Standard is simply about providing good customer service.

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Please be sure to complete the Accessible Customer Service QUIZ found in your package.

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ACCESSIBILE CUSTOMER SERVICE FINAL QUIZ Name (please print) Department/Unit Please check the correct answer(s). 1. Only administrative staff needs to know the rules and regulations relative to the Accessibility Standards for Customer Service. … True … False 2. About 1.85 million people in Ontario have a disability. … True … False 3. Which of the following is not a disability? … Vision … Developmental disability … Tardiness … Mental Health 4. Match each type of disability mentioned below with the appropriate action by placing the correct number in the space:

a)

Vision loss

1. Speak clearly and make sure nothing is covering the mouth

b)

Deaf, deafened or hard of hearing

2. Use plain language, avoid technical language, explain any documentation provided to patients

c)

Learning or intellectual disability

3. Describe the service offered to the person unable to view it

1

5. Which of the … The list … Service … Service

following statements is correct? of restricted areas is the same for all types of animals animals are allowed access to the cafeteria animals are given access to the cafeteria and the dialysis unit

6. The purpose of the Customer Service Standard is to: … Remove barriers faced by people with disabilities … Decrease the number of people with disabilities in Ontario … None of the above 7. You are serving a patient who has a service animal, and another patient waiting beside him tells you they have an allergy to animals. You: … Apologize and respond that unfortunately, nothing can be done … Discuss the situation with both patients and make every effort to meet the needs of both individuals: move them far from one another 8. A resident animal can have free access to any area of the hospital. … True … False 9. A patient enters the elevator and an alarm goes off. You: … Ignore the patient and just wait until someone deals with the situation … Take a different elevator … Ask the patient if they are alone, encourage the patient to return to their unit 10. Support persons are: … Paid professionals only … Paid professionals, volunteers, friends/family members of the person with disability 11. Which statement about persons with disabilities is true? … A person’s disability always affects how he/she interact with you … A person’s disability may affect how they interact with you and it might not

THANK YOU

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WHMIS Workplace Hazardous Materials Information System

Independent Study

© Bridgepoint Legal Entity 2013

Thank you

This course has been adapted from the WHMIS course provided by St. Michael's Hospital. Bridgepoint Health would like to graciously acknowledge the contribution of St. Michael’s Hospital.

© Bridgepoint Legal Entity 2013

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Learning Objectives By the end of this course, you will be able to: 1. Understand the purpose of WHMIS in your workplace. 2. Recognize controlled products in your workplace. 3. Know where to obtain more information on how to work safely with controlled products.

At the end of this course you will be able to test your knowledge against these objectives. Please be sure to print the results of your quiz and deliver it to your Manager for input to your learning record. © Bridgepoint Legal Entity 2013

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What is WHMIS? WHMIS is an acronym that stands for Workplace Hazardous Materials Information System.

Workplace Hazardous Materials Information System

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Origins of WHMIS It is an initiative that was developed in the late 1980s to protect the health and safety of people working with controlled products in the workplace. This initiative called for suppliers to provide consistent information on use and handling of controlled products distributed to workplaces There are all sorts of Controlled products in a workplace that are potentially hazardous if not used or handled in a safe manner. This is what today’s learning will be on – showing you how to identify controlled products and know where to obtain more information.

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What is a controlled product? Because controlled products are potentially hazardous to health, suppliers who make the controlled products must alert users and provide information on how to use and handle the product safely. •

Controlled products are potentially dangerous to your health if used or handled in an unsafe manner.



In order to protect users, suppliers compare their product with properties of hazardous material of the Controlled Products Regulation.



If the product meets the criteria of one or more of the six classes or eight categories then the supplier must provide safe handling instructions.



This is done in accordance with federal legislation.

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Occupational Health and Safety Law Everyone has a shared responsibility to ensure the workplace is free from hazards – this is known as the Internal Responsibility System. Under health and safety law, workplace parties, such as the employer, supervisor and worker have specific responsibilities related to maintaining a safe and healthy work environment.

Hazardous Products Act Canada Labour Code

Controlled Products Regulation

Bill C-70 Ingredient Disclosure List

Regulation

Hazardous Materials Information Review Act

Hazardous Materials Information Review Regulation

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Employer and Supervisor Responsibilities The provincial legislations outlines roles and responsibilities for all workplace parties including the employer and worker. Please be sure to check out all the hospital policies on occupational health on the intranet. Here are some responsibilities the Employer and Supervisor share under health and safety law. •

To ensure all precautions necessary to protect the health and safety of workers.



To provide worker education that ensures workers can apply information for their own safety and health.



Maintain documentation of staff training.



To ensure all controlled products received from supplier are properly labeled.



To obtain and provide accessible and up-to-date Material Safety Data Sheet (MSDS) for all controlled products in the workplace.

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Worker Responsibilities Workers have the responsibility to inform supervisors/managers about unsafe working conditions or practices, such as damaged or missing label Participate in training offered and follow policies and procedures outlined by the employer Use and handle controlled products in a safe manner to protect yourself and coworkers

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WHMIS in the workplace Every year hundreds of workers are injured from needless expose to chemicals. Learning about WHMIS provides you with information on how to protect yourself in the workplace and at home. Even if you are not working with chemicals directly, you are expected to learn about WHMIS under health and safety law, since you work in close proximity to them.

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WHMIS Labels WHMIS labels provide you with a quick at a glance warning and instruction on how to safely use the controlled product. The information is brief and concise but notifies you that there are more technical information stored elsewhere. There are various types of labels: supplier, workplace, laboratory and other. For this training purpose we will only cover the first two. For the other labels your supervisor/manager will provide you with additional training/orientation.

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PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label:

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After viewing all the steps Show upon completion Next Slide

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PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label:

After viewing all the steps Show upon completion Next Slide

Other Labels Other means of identification include: •

Placard form



Codes: colour coding or alpha/numeric



Warning signs

Types of situations allowed: •

Product transferred to a new container to be used in laboratory only



Hazardous waste produced



Substances undergoing tests and analyses



Product in transfer (e.g. pipes and conveyor belts)

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PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label:

After viewing all the steps Show upon completion Next Slide

Class

Division

Symbol

Class A: Compressed Gas Class B: Flammable & Combustible

B1 B2 B3 B4 B5 B6

Flammable Gas Flammable Liquids Combustible Liquids Flammable Solids Flammable Aerosols Reactive Flammable Material

Class C: Oxidizing Class D: Poisonous & Infectious

D1 Immediate/Serious Toxic Effects D2 Toxic Materials Causing Other Effects D3 Biohazardous Infectious

Class E: Corrosive Class F: Dangerously Reactive

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Accessing WHMIS Information WHMIS Binder

The department WHMIS binder is located in each work area/unit and contains a MSDS for products used in your area. Master copies of all binders are located at Security, Stores, Occupational Health and the Engineering Office. The Master copy contains all the MSDS used throughout the hospital.

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How do Hazardous Materials enter the body? Absorption

absorbed through the skin, eyes and any mucus membranes

Inhalation

inhaled through the nose or mouth

Ingestion

Injection

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ingested when using contaminated hands to eat or smoke

injected through a skin puncture and the substance enters the bloodstream Slide 18

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Personal Protective Equipment Here are some examples of personal protective equipment:

Gloves

Mask

Respirator

Goggles

Respirator

Face Shield

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MSDS: Material Safety Data Sheet For all controlled products there needs to be an accompanying material safety data sheet. A MSDS gives you more detailed information regarding the controlled product since labels only have so much space. It gives you specific information on how it may impact your health – such as potential short term and long term health effects. •

Potential health effects related to exposure.



How to protect workers.



Hazard evaluation related to use, storage and handling.



Emergency procedures for accidental release.



Needs to be readily available and accessible to workers.



Needs to be up-dated every 3 years.

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Updating MSDS • Up-dating MSDS • MSDS must be up-dated every 3 years because: • • •

There may be new information on health effects Change in composition Updated information on how to dispose

• New MSDS can be obtained by going to the manufacturer’s website or calling them directly.

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Section 1:

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Product Identification and Use

Section 1 on product identification will tell give you the product name and manufacturer. The manufacturer’s contact information may be listed here so that you may contact the to obtain updated material safety data sheets.

© Bridgepoint Legal Entity 2013

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Section 2:

Hazardous Ingredients

Under this section you will find the hazardous ingredient make up of the controlled product. However, with some products there may not be any information listed due to the fact that the manufacturer has applied for confidential business information.

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Confidential Business Information •

Hazardous ingredients are not always listed.



Also known as “Proprietary” and “trade secret”

• •

Manufacturers may apply for CBI if revealing the ingredient list could put them at a disadvantage with their competitors

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Mandatory Disclosure However, there is mandatory disclosure of proprietary information under the following conditions: •

Medical emergency for diagnosis or treatment.



As required for enforcement of occupational health and safety (OH&S) legislation by an OH&S official.

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Section 3:

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Physical Data

Section 3 is your double check to see what you have in your hand matches the physical description as described on the MSDS.

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Section 4:

Fire and Explosions Data

This section will alert you of situations that may lead to a fire or explosion.

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Section 5:

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Reactivity Data

For those who have a chemical storage area, this section is important since it outlines any incompatibilities.

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Section 6:

Toxicological Properties

For all healthcare workers this section is extremely important. It is paramount that you read the MSDS prior to handling the controlled product to understand the potential health hazards associated with exposure.

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Section 7:

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Preventative Measures

For those who have a chemical storage area, this section is important since it outlines any incompatibilities.

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Section 8:

First Aid Measures

This is another reason why you need to be familiar with the hazards you are working with. By reading this section you will know how to provide immediate first-aid measures if you or a coworker accidentally gets the product on you.

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Section 9:

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Preparation Date

Here you will find when the MSDS was written.

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Response to Accidental Release 1. Immediately alert others and secure the area. 2. If safe to do so, attend to people who may be contaminated. 3. Don personal protective equipment (PPE) as appropriate/needed to respond to the spill

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Response to Chemical Exposure •

Immediately follow first-aid treatment as described in the MSDS.



If medical attention is required, notify a supervisor/manager and proceed to the Emergency with the MSDS.



Complete on-line event tracker.



Report to the Corporate Health & Safety Services (2-Shuter).



Sometimes it could be too late to read what is on the MSDS. Knowing beforehand how to react is important for your safety.

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WHMIS Exemptions Part 1 There are many other products that can be dangerous to our health or the environment but do not require a WHMIS label or symbol. The following products are completely exempt from federal and provincial WHMIS requirements: •

Wood or wood products



Tobacco or tobacco products



Manufactured articles



Hazardous waste



Products being transported or handled in accordance with the Dangerous Goods Transportation Act (Ontario) or Transportation of Dangerous Goods Act (Canada)

© Bridgepoint Legal Entity 2013

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WHMIS Exemptions Part 2 Although certain classes of products are partially exempt from WHMIS they are regulated under other legislation with respect to labeling. In some instances, such as household cleaners, when they are brought into the hospital the supervisor is still required to provide training on safe handling. These categories of partially exempt goods include: • Explosives (Explosives Act) • Cosmetics, drugs, devices, or foods (Food and Drug Act) • Pesticides (Pest Control Products Act) • Radioactive products (Atomic Energy • Control Act)

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Emergency Situations Incident Reporting If you are exposed to a hazardous substance or material, an Employee Incident Report must be completed immediately and brought/sent to the Occupational Health and Wellness department.

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Emergency Situations Leak/Spill of Hazardous Materials In the event a significant hazardous material spill occurs which: ‰ CANNOT be handled by individuals on site ‰ is immediately dangerous to the health, or ‰ is of unknown hazardous potential The person in charge of spill area should: ‰ Initiate the Emergency spill response “CODE BROWN” by calling extension 5555 ‰ Initiate the evacuation of the spill area

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Summary •

Internal Responsibility System – keeping the workplace safe is a shared responsibility.



Learning about WHMIS and how to recognize labels and symbols are key to prevention.



MSDS are up-dated every 3 years in order to obtain the most accurate information on the controlled product.



Know where to obtain MSDS for the controlled products you use.



Know the location of the WHMIS binder on your unit.

© Bridgepoint Legal Entity 2013

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Conclusion •

We have come to the conclusion of this training session.



Thank you for your participation.



Please complete the attached quiz to finish/master the course. You will need a passing grade of 80% or higher to pass.

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  WHMIS Post Training Quiz Name (please print): Dept/Unit: Date: ________________________________ Use your workbook to answer the following questions. Please circle the correct answer. 1. What does WHMIS stand for? a. Workers Hearing Management Information Study b. Workplace Hazardous Materials Information System c. Workplace Heating and Maintenance Industrial System d. Work Hazards Minimization Improvement Strategy 2. An MSDS must have been issued within the last 3 years to be valid. a. True b. False 3. MSDS stands for: a. Manufacturers Safety Data Sheets b. Material Safety Data Sheets c. Mines Safety Direction Sheets 4. “Routes of entry” for chemicals include: a. Open doors and windows b. The heart and liver c. Perspiration & saliva d. Inhalation, ingestion and absorption 5. Chemical residue that is carried home on your clothes, hair and hands: a. Will not harm yourself or your family b. Could harm yourself or your family 6. Which section of a Material Safety Data Sheet contains requirements for appropriate PPE? a. First Aid Measures b. Handling and Storage c. Exposure Controls / Personal Protection d. Physical and Chemical Properties

7. What 2 types of labels are covered under WHMIS? a. Supplier and workplace b. Manufacturer and workplace 8. Always assume that every new or unfamiliar chemical is hazardous. Check the MSDS and container labels for the chemical hazards and safe handling procedures. a. True b. False 9. The best way to avoid the safety hazards of chemicals is to handle them properly. a. True b. False 10.Match each hazard class with its symbol by placing the number in the space a)

Corrosive Material

correct

1. 2.

b)

Materials causing other toxic effects

c)

Compressed Gas

3. 4.

d)

Biohazardous Infectious Material 5.

e)

Materials causing immediate and serious toxic effects

f)

Oxidizing Material

6.

7. g)

Flammable & Combustible 8.

h)

 

Dangerously Reactive Material

Occupational Health and Safety Act Bill 168 Independent Study

© Bridgepoint Legal Entity 2013

Overview • The Ontario government amended the Occupational Health and Safety Act with respect to violence and harassment in the workplace. •

Effective June 15, 2010, the new law, known as Bill 168, provides legal definitions of workplace violence and harassment.

© Bridgepoint Legal Entity 2013

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Background and Context Bill 168 was enacted from an inquiry of an employee death in an Ontario hospital in 2005 As a result of this new legislation, Bridgepoint Health has: - updated related policies - conducted risk assessments - devised a multi-tiered training program to support and train staff on the new requirements

• •

© Bridgepoint Legal Entity 2013

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Background and Context • •

Bill 168 was enacted from an inquiry of an employee death in an Ontario hospital in 2005 As a result of this new legislation, Bridgepoint Health has: - updated related policies - conducted risk assessments - devised a multi-tiered training program to support and train staff on the new requirements

© Bridgepoint Legal Entity 2013

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What is Workplace Violence? (a) the exercise of physical

force by a person against a worker, in a

workplace, that causes or could cause physical injury to the worker, (b) an attempt to exercise physical force against a worker, in a workplace, that could cause physical injury to the worker (b) 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

© Bridgepoint Legal Entity 2013

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What is Workplace Harassment?



Engaging in a course of vexatious (i.e. disturbing or hostile) comment or conduct, against a worker in a workplace, that is known, or ought reasonably to be known to be unwelcome.



Can verbal or non-verbal, a single incident or a series of incidents.



May occur between co-workers, between subordinates and managers

© Bridgepoint Legal Entity 2013

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The Scope of Employer Responsibilities •

Employers are now obligated to treat harassment based on nonprotected grounds in the same manner as harassment based on Human Rights Code-protected grounds



The definition of “workplace harassment” broadens the scope of harassing behaviours and includes both physical or verbal/nonverbal abuse

© Bridgepoint Legal Entity 2013

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The Scope of Employer Responsibilities •

Employers are now obligated to treat harassment based on nonprotected grounds in the same manner as harassment based on Human Rights Code-protected grounds



The definition of “workplace harassment” broadens the scope of harassing behaviours and includes both physical or verbal/nonverbal abuse

© Bridgepoint Legal Entity 2013

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Definition of the Workplace •

The workplace is not limited to the offices, buildings and worksites of Bridgepoint Health.



Harassment which occurs outside the workplace, but which may adversely affect employee relationships, may also be interpreted as workplace harassment.

© Bridgepoint Legal Entity 2013

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Employer’s Obligations with Respect to Domestic Violence

Under Bill 168 amendments to the Act, an employer that is “…aware, or ought to be aware, that domestic violence may expose a worker to the risk of physical injury in the workplace, must take every reasonable precaution to protect that worker.”

© Bridgepoint Legal Entity 2013

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What is Domestic Violence? Domestic violence includes many different forms of abuse, mistreatment or neglect that adults or children may experience in their intimate, family or dependent relationships.

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Disclosure of Personal Information OHSA now obliges employers/supervisors to provide information to a worker, including personal information, related to the risk of violence from a person with a history of violent behaviour if the worker may encounter the person in the workplace AND if that encounter may expose the worker to the risk of physical injury. No employer or supervisor shall disclose more personal information than is reasonably necessary to protect the worker from physical injury.

© Bridgepoint Legal Entity 2013

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Bill 168 and the Right to Refuse



Employee has the right to refuse work, if workplace violence is likely to endanger him/ her



Until the investigation is complete, the worker shall remain in a safe place that is as near as reasonably possible to his/her work station; and available to the employer or supervisor for the purposes of the investigation



Workplace harassment is not a ground for refusing work

© Bridgepoint Legal Entity 2013

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Reporting Incidents •

Harassment or violence in the workplace report incident to Security, Human Resources and/or your manager/supervisor immediately.



Immediate danger (both patient and non-patient behaviours) initiate a Code White through Switchboard Emergency at 5555.



If the situation warrants law enforcement support at 5555.



If you are out of the building (e.g. parking lot or health discipline visits), you can call 911.

© Bridgepoint Legal Entity 2013

request the police

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Code White All Staff Response •

When in immediate danger of violence in the workplace = initiate a Code White by calling 5555.



If the incident is in your area: 1. Ensure Code White has been initiated 2. Move all persons not involved in the response to safety 3. If safe to do so, make environment safe, remove any objects that can be used as weapons 4. Follow the instructions of the Code White Intervention Team when it arrives Review the full Code White policy for response procedures



© Bridgepoint Legal Entity 2013

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Workplace Harassment / Abuse Procedure - Time for Filing a Complaint Procedure • • •

If appropriate, make it known to the individual that the behaviour is offensive and unwelcome Keep a written record of dates, times, unacceptable behaviour and witnesses to the incidents, if any. Make a complaint immediately to a supervisor or to the Human Resources Department.

Time for Filing a Complaint • Any complaint must be filed within a reasonable time from when the last incident occurred. Bridgepoint Health reserves the right to not deal with any complaint that is based on facts that occurred more than 6 months prior to the filing of the complaint.

© Bridgepoint Legal Entity 2013

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Investigation • The person receiving the complaint will notify the Director, Human Resources or designate who will be responsible for conducting an investigation • All complaints received pursuant to this policy will be considered confidential to the extent possible. • The individuals involved in a complaint may be relieved of their duties and provided with a paid leave of absence from the workplace during the investigation period. • After the investigation is completed, the complainant and the alleged defendant will be advised of the decision.

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Corrective Action in Case of Workplace Violence • Any employee that subjects another employee, client or other person to workplace violence may be subject to disciplinary action up to and including termination. • Other persons may be removed from the workplace.

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Corrective Action in Case of Harassment and Abuse May include any one or more of the following: • offering a formal apology • counselling an employee about appropriate behaviour • written warning placed in the employee’s Human Resource file • transfer • change of reporting line • suspension or discharge • suspension of privileges or loss of privileges for physicians in accordance with Bridgepoint Health by-laws.

© Bridgepoint Legal Entity 2013

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Unfounded Complaints and Retaliation •

When a complaint is found to be vexatious or made in bad faith, disciplinary action may be taken against the complainant, up to and including discharge of the complainant.



Retaliation in any form against any person involved in a complaint, or in an investigation of a complaint, is in itself a violation of this policy and will result in disciplinary action up to and including termination.

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Conflicts with Clients, Visitors or Volunteers • This policy relates specifically to abusive behaviour towards staff, physicians, visitors and volunteers by a client, visitor or volunteer • The same definition of abuse (physical, psychological or sexual abuse/harassment) applies

© Bridgepoint Legal Entity 2013

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Principles • • •



Abuse of staff members, visitors or volunteers will not be tolerated. Staff members, visitors and volunteers have the right to be informed of the aggressive potential of a client. Staff members, visitors and volunteers have the right to enact procedures to protect personal safety if there is a perceived risk of abuse from a client, family member or visitor. Every effort will be made to ensure staff members, visitors and volunteers affected by aggressive incidents receive full and immediate support from Bridgepoint Health, including referral for counselling assistance when appropriate.

© Bridgepoint Legal Entity 2013

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Principles (continued) •



All staff members, visitors and volunteers are required to report immediately to a manager if they are involved in, or witness staff, visitor or volunteer abuse. The appropriate manager who will interview all relevant individuals and develop and implement an action plan in consultation with Human Resources will direct the investigation. The Patient Relations Specialist may assist the manager in the investigation process.

© Bridgepoint Legal Entity 2013

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Procedure Client Information •

Information regarding past history of client aggression will be obtained during the admission assessment process and recorded on the client chart.



Staff members and volunteers who may be in close contact with clients with a history of aggressive behaviour will be informed of this history.

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Procedure (continued) In the Event of an Incident •

An employee, visitor or volunteer who reasonably believes he / she has been abused by a client, visitor or volunteer should inform the immediate manager as soon as possible after the incident has occurred.



An Incident Report form will be completed and forwarded to the Occupational Health and Wellness department.

© Bridgepoint Legal Entity 2013

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Procedure (continued) Conducting an Investigation • The supervisor will ensure the emergency needs of the victim of the reported abuse are met. This may include referral to the Occupational Health & Wellness department and the Employee Assistance Program. – All reported abuse incidents will be thoroughly investigated. – The investigator will meet with the victim of the reported abuse, witnesses and the alleged abuser. Risk Management and Patient Relations may be involved as required. – An action plan will be developed, documented and implemented following the investigation. This plan of action will be communicated to the victim and the alleged abuser as appropriate.

© Bridgepoint Legal Entity 2013

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Procedure (continued) Conducting an Investigation • The supervisor will ensure the emergency needs of the victim of the reported abuse are met. This may include referral to the Occupational Health & Wellness department and the Employee Assistance Program. – All reported abuse incidents will be thoroughly investigated. – The investigator will meet with the victim of the reported abuse, witnesses and the alleged abuser. Risk Management and Patient Relations may be involved as required. – An action plan will be developed, documented and implemented following the investigation. This plan of action will be communicated to the victim and the alleged abuser as appropriate.

© Bridgepoint Legal Entity 2013

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Corrective Action •



If it is determined that abuse was caused by a relative or visitor, corrective action may include: informing the client’s relative or visitor that his/her behaviour is inappropriate if warranted, placing restrictions on the visitor’s visiting privileges or issuing a trespass notice contacting the police, if sufficient evidence seems to exist to warrant criminal charges, for example physical or sexual abuse transferring the client to another unit or discharge. The manager will implement corrective action, with the assistance of Risk Management and Patient Relations as required.

© Bridgepoint Legal Entity 2013

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Taking Legal Action •

• •



The manager will advise the victim of the reported abuse regarding the possibility of laying legal charges and assist the victim in contacting the police, if necessary. The victim of the reported abuse will inform the investigator of his/her decision regarding proceeding with legal charges. To protect the rights of individuals and the integrity of any police investigation, strict confidentiality must be adhered to throughout the investigation process. If the police are involved, Bridgepoint Health will coordinate its activities with those of the police.

© Bridgepoint Legal Entity 2013

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Please be sure to complete BILL 168 – QUIZ that is found in your package.

© Bridgepoint Legal Entity 2013

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BILL 168 – AWARENESS TRAINING QUIZ

Name: ____________________________________________________________ Please print (Last Name) (First Name) Department/Unit: ________________________________________________

Please check ALL the correct answers for each question.

1. Bill 168 outlines amendments to the Occupational Health and Safety Act: … True … False 2. There have not been any changes to Bridgepoint’s policies related to Bill 168: … True … False 3. Which of the following actions have been taken by Bridgepoint as a result of this new legislation? … Changes to policies … Risk assessments … Awareness Training … None of the above 4. According to Bill 168, the new definition of “Workplace Violence” now includes both physical violence AND a threat/attempts to exercise physical violence. … True … False 5. Workplace harassment means engaging in a course of vexatious (i.e. disturbing or hostile) comments or conduct, against a worker that is known to be unwelcome. … True … False

6. The term “workplace” only refers to the offices, building and worksites of Bridgepoint Health. … True … False 7. If there is a risk that is likely to endanger the worker, this worker could notify their manager, then leave the workplace. … True … False 8. Harassment between two employees that occurs outside the workplace, which negatively affect their working relationship, is considered workplace harassment. … True … False 9. If you witness harassment, but are not directly involved in it yourself, you are not expected to report it. … True … False 10. If an employee has been harassed, he or she has the right to refuse work. … True … False 11. If you have been a victim of violence in the workplace, you are required to: … Report the incident to Security, Human Resources, or your manager … If in immediate danger, initiate a Code White by calling Switchboard Emergency, extension 5555. … If in immediate danger outside of the Bridgepoint buildings, call 911. … None of the above 12. Corrective action in case of workplace harassment and abuse may include: … Offering a formal apology … Counselling an employee about appropriate behaviour … Suspension or discharge … None of the above 13. If a complaint regarding harassment was made in bad faith: … It will be disregarded with no follow up … Disciplinary action may be taken against the complainant, up to and including discharge of the complainant.

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