//Welcome to Public Outreach!
Welcome to Public Outreach!
As an employee of Public Outreach you are an instrumental part in helping us make the world a better place. You will be on the front lines helping established charitable organizations fund critical programs such as protecting human rights, life-saving medical care, international disaster relief, a clean and healthful environment, preventing animal abuse and cruelty.
This work is no small feat but our solid reputation in donor recruitment is why more and more organizations are choosing to partner with us. One by one we recruit donors to give money in an affordable and sustainable way, which provides the much-needed resources to react quickly, and fund essential programs. We have recruited thousands of donors and raised millions of dollars, which amounts to a huge positive change.
At Public Outreach our success is only as good as the team that we build, and we are thrilled to welcome you as one of the newest members to this dynamic and passionate group. This job can be a challenge, but we’re sure that the work we’ll do together will last a lifetime, and provide hope to many people around the world. Thank you for joining Public Outreach!
//Code of Conduct
The Public Outreach Code of Conduct is designed to provide you, the professional fundraiser, with the necessary guidelines to make your working experience at Public Outreach successful. It is your responsibility to learn and live by this code at all times while working at Public Outreach. Our goal is that your working experience will be safe and fun, all while becoming a master fundraiser on behalf of the world’s most respected non profit organizations.
In signing below, you make the following commitments with regard to Public Outreach’s Code of Conduct.
Working at Public Outreach
- I am ready, willing and able to sign up as many donors as possible on behalf of Public Outreach’s Campaign Partners.
- I will abide by Public Outreach’s values of Honest-Respectful-Effective at all times.
- I will take charge of my personal energy, attitude and emotional state in order to bring forward my best self to the public and my co-workers.
- I will always treat client materials, hand-held devices, binders, and other Public Outreach property with care and return them to the office in good condition.
- I will aim to improve my fundraising skills with every shift.
While interacting with the public as a representative of a Campaign Partner
- I will always represent our Campaign Partner at the time, in the place, and in the manner that has been previously agreed both with the Campaign Partner and as directed by my manager.
- I will always carry and display my photo ID so a potential donor can verify which Campaign Partner I am representing.
- When asked, I will proudly tell a potential donor that I am a trained paid professional fundraiser, that I never receive a commission or percentage of the donation but instead am paid a regular hourly wage.
- I will always use factual cases when presenting evidence of a Campaign Partner’s work and truthful statements about their goals and targets.
- I will clearly establish that our goal for all donations is a long-term giving strategy.
- I will never knowingly confuse or mislead the public, and I will never say, do, or display anything for which I have not been given permission by our Campaign Partner.
- I will explain to a donor how our Campaign Partner will communicate with them in the future.
- I will end each conversation in a polite and respectful manner, regardless of the outcome of said conversation.
- I will always use polite, sincere language when pitching members of the public along with relaxed, friendly body language. I will never act in a manner that may be construed as harassment, intimidation or manipulation.
While I am working for Public Outreach I will never
- Possess or use illegal substances or weapons, or prescription drugs/substances which I have not been prescribed, during working hours under any circumstances. I will immediately report the possession and/or use of such substance or weapons by other staff members, should I become aware of same. Failure to report such items in the possession of other staff will result in disciplinary action equivalent to the discipline that would be imposed if I had brought the illegal substance or weapon to work myself.
- Wilfully damage property or engage in other criminal conduct during working hours.
- Arrive at the workplace unfit for work. Unfit for work includes but is not limited to being too tired, with an inappropriate attitude, intoxicated by alcohol or other substance or being inappropriately dressed.
- Smoke, use a cell phone for personal reasons or engage in other inappropriate behaviour while representing clients or while on turf.
- Fail to call in to advise that I am late or sick for a shift for any reason. In the event that I fail to attend a regularly scheduled shift, and/or fail to advise my manager or the appropriate designate in advance, on 3 consecutive scheduled days, I shall be deemed to have abandoned my employment.
- Leave the workplace (including a fundraising location) without first notifying, and receiving permission of, my coach/supervisor or manager EXCEPT in the event there is an emergency and/or a Health or Safety concern that necessitates my departure from the workplace. In the event that my health or safety is threatened, I will notify my coach/supervisor or manager immediately after reaching a safe location.
- Wilfully misstate information contained in training materials about a client, monthly giving or Public Outreach.
- Falsely enhance my results by encouraging donors to lie about their age, cancel early or otherwise temporarily inflate my perceived success.
- Falsely enhance my results by signing up friends, family or co-workers via handhelds or the PO Donate system. Anyone in my personal life who finds themselves motivated to sign up to give to a charity will be directed to do so via the website.
- Leave handheld devices, binders, and other gift or charity material unattended, take them home or to another public location before returning it to the office. In the case of handhelds, these devices are very expensive and both the device and their cases will be kept in good repair. In the event that the case or strap is worn, I will report it to my Fundraising Coordinator.
- Encourage or participate in verbal, physical or other displays of behaviour that a reasonable person would consider embarrassing, humiliating, degrading or threatening or would otherwise amount to aggressive, violent or harassing behaviour, whether directed toward a member of the general public or other Public Outreach Staff. This prohibited conduct may include, but is not limited to, swearing, yelling, pressuring, trailing, cornering, flirtatious, unwelcome touching or otherwise coercing someone in an unprofessional or uninvited manner. I understand that excessive or unwanted flirtation is harassment.
- Utter threats, insults or profanities during working hours.
- Sign myself or family members up for a monthly gift on behalf of one of our clients. All personal, familial or friend donations should be set up via the charity directly.
- Accept cash donations UNLESS otherwise authorized for a specific campaign by Client Services and the Managing Director.
- Make inappropriate and/or unauthorized use of donations or donor information (including credit card and banking information). This includes falsifying documents and fraudulent activity.
- Inappropriately use or disclose personal information belonging to clients/donors/other staff members, including, but not limited to, identity, email addresses, telephone numbers, personal residence addresses, financial information, birth dates, etc.
- Engage in insubordination, willful disobedience or fail to follow reasonable directions and instructions.
- Speak to the media without permission. Any and all media inquiries, no matter the topic, must go directly to Bryan McKinnon, Managing Director. If I am approached by a member of the media, I will inform the Coach/Supervisor or Manager.
//Confidentiality – Use and disclosure of personal info
– I understand that all client material, donor information and/or internal office material given to me during my employment with Public Outreach is considered private and confidential. Equally, any internal Public Outreach results, financials, metrics, or other proprietary company information is considered private and confidential. This confidentiality is understood to include, but is not limited to, disclosure of any information to third parties that the client has represented as being for “internal use only” or sharing donor information with third parties (such as names, phone numbers, etc). This would also include but is not limited to other F2F vendors, competitors, and staff working for those organizations.
– I understand that I will not make a statement about Public Outreach or the Campaign Partner I am representing to a police officer, government official or media representative or other individual without the approval of the VP, Fundraising Operations, Bryan McKinnon, except as may be required by law.
– I understand that client materials are the client’s property and must not be shared on social media. I understand that I am not allowed to be knowingly photographed wearing any branded materials of Public Outreach or our Campaign Partners without prior approval from the VP, Fundraising Operations, Bryan McKinnon, firstname.lastname@example.org, 416-854-5960.
– I understand that my obligation and responsibility is to direct any members of the press, police or government to, a) the Campaign Partner I am representing, b) my immediate manager.
– I understand that if I am photographed in public wearing branded items of the Campaign Partner I am representing, or if I have inadvertently responded to questions to a reporter I understand it is my responsibility to report the incident to my manager immediately with as much detail as possible to provide to our Campaign Partner.
– I understand that I am not allowed under any circumstances to be a reference for or an official representative of Public Outreach or our Campaign Partners in public media such as Facebook, Twitter, online blogs, email or any other form of electronic or print media. This includes photos with posters or vests, or details of the training, briefing notes, or any other documents I may have received from Public Outreach.
– I understand that all staff information I may receive, have access to and/or interact with, including addresses, phone numbers, any other personal contact information or documentation, is completely confidential to the staff member(s) in question and should not be disclosed to other staff, the public or a third party.
– Breach of any of the policies, codes or other dictates included in will be cause for disciplinary action up to and including dismissal.
– While we have done our best to include popular and likely scenarios that a fundraiser could encounter during their tenure with Public Outreach, we expect that on a daily basis all Public Outreach staff will be well prepared for any potential situation by exercising their best judgment and, when in doubt, consulting your manager or the coach/supervisor.
//Open Door Policy
Public Outreach fosters a work environment that is built on open, direct, and honest communication.
We have an Open Door Policy that provides staff the opportunity to speak freely with any member of the senior management team at Public Outreach Canada. Staff is free to approach management to address concerns or recommendations with regard to safety, health standards, working conditions, management practices and any other workplace-related issues.
These conversations are treated as confidential as far as reasonably practical and can be initiated without fear of reprisal. We also recognize that additional channels are required to provide options that feel safe to all staff. The Human Resources Department provides telephone; email (email@example.com) and drop-in.
Here at Public Outreach, we try to keep our dress code as simple and sensible as possible. All fundraisers are required to be wearing client materials, be it tee shirt, vest or other branded garment while fundraising as well as their name badge. Otherwise, we have some guidelines in order to provide you with our basic expectations:
- – Wear clothing that is not in ill repair
- – Wear clothing free of offensive script. Be conscious of logos and script that may contradict the messaging of our charities. Ask your FM if you’re not sure.
- – Wear clothing with adequate coverage; excessively revealing apparel means you will be asked to change
- – Always wear your name badge and vest or tee shirt for the client you are representing, or whatever the standard uniform for that campaign is.
- – When working an indoor medium, a more business-casual wardrobe is to be worn. Think sleeved shirts, not tank tops. Anyone wearing pants should pick garments with proper fit and in neutral colors.
//Driving & Riding in PO Vehicles
As a rider or driver in a Public Outreach vehicle, you have all the same rights and responsibilities as in the office or on turf; the vehicle is just another work place.
In this abridged guide to our Driving & Riding in PO Vehicles policy, the most important points are summarized. Before a trip, you are required to review the full Driving & Riding Policy available on the Staff Site (http://publicoutreachstaff.org/Staff_EN/staff-policies/).
- You’re still at work—this means treating the workspace with respect. Please don’t dump garbage, smoke regular or electronic cigarettes (subject to fines in most provinces!) or otherwise mistreat the vehicle.
- Your Health & Safety rights and obligations and all other employee rights and obligations are still yours—if seatbelts are failing or door seals are breaking, let someone know! Someone in your office (likely your Fundraising Coordinator; if not, they’ll know who) is designated to take care of the vehicle’s maintenance.
- You should be and feel safe when traveling in a PO vehicle—if your office’s driver isn’t respecting speed limits or other traffic laws, or being reckless in any other way, please speak up. If you’re not comfortable addressing the driver directly, speak to your manager or, if they aren’t available, Human Resources (firstname.lastname@example.org) –we’re always around! Or call 1-888-326-5535 ext. 4000.
If there is an accident, mild or serious, you must always FIRST call the police, and SECOND call your manager (or if unavailable, SFM or HR) and file an incident report within 24 hours.
//Personal Relationships at Work
Having supportive friends at work can have a significant impact on our well-being and positively impact our work performance.
Staff at PO are encouraged to develop social relationships at Public Outreach provided that these relationships do not interfere with work performance or with the effective functioning of teams.
ROMANTIC & SEXUAL RELATIONSHIPS WITH CO-WORKERS
Staff who engage in personal relationships (including romantic and sexual) should be aware of their professional responsibilities and are responsible for ensuring that the relationship does not raise concerns about favoritism, bias, conflict of interest or harassment.
Can a Workplace Relationship Be Considered Harassment?
It can happen, and when it does it is painful for individuals and team members. Harassment involves unwanted, inappropriate, or hostile behavior in the workplace. While workplace relationships are not considered harassment per se, it is possible for workplace relationships to lead to situations that give rise to harassment claims. There are several ways this can happen…
Sexual Harassment Claims: Workplace relationships, particularly those between a supervisor and a subordinate, expose staff members to claims of sexual harassment. While one partner believed a relationship was consensual, the other partner might have thought otherwise.
Hostile work environment claims: Other employees could file a claim for hostile work environment if the workplace relationship results in pervasive verbal or physical sexual behavior in the workplace.
Conflict of Interest Claims: Workplace relationships often lead to favoritism – work, opportunities, perks, and benefits being allocated inappropriately or unfairly.
The consequences of harassment could include a criminal conviction, loss of employment, loss of friends, and a negative impact on mental and physical well-being.
Public Outreach will not tolerate harassment and bullying at work and its policy on harassment and bullying is available in our staff handbook.
Romantic & Sexual Relationships between Managers/Supervisors & Staff
Where a personal relationship exists or develops between staff members who are in a management or supervisory relationship, they must not be involved in recruitment, selection, appraisal, promotion or in any other management activity or process involving the other party.
Additionally, staff in a personal relationship should not work together in any circumstance where there could be unfair advantage or breach of confidentiality (i.e. personal staff information).
In the event that a consensual personal relationship does exist in a supervisory context, the employee who is in the position of greater influence or authority must disclose the relationship to their Manager or Human Resources. The Manager will then makes alternative management arrangements in collaboration with the SFM, Director for the Medium, Human Resources and the staff involved.
Protect Yourself – Disclosing is the Safe Thing to Do
Supervisors and Managers must disclose to their Manager if they have a consensual personal relationship with someone who is managed by them.
All other staff are strongly encouraged to disclose their personal relationship to Human Resources. Staff information will be kept confidential and would only be drawn upon in the event there is a claim or incident, or one staff member is eventually managed by the other in the relationship.
The consensual nature of the relationship can be documented by both parties using the Consensual Relationship Notification & Disclosure Form.
The risk to individuals may be reduced if both parties declare the relationship to be consensual.
Staff who are uncertain about whether they should take action regarding a personal relationship are invited to seek guidance from Human Resources:
Human Resources: 1 888 326-5535 ext. 4000 / email@example.com
Aetna is our totally confidential service that allows you to get assistance 24/7. Whether you’re managing a personal crisis, having relationship difficulties, trying to quit smoking, looking for legal advice or life coaching. Aspiria provides a multitude of services to help. Call them at 1-877-847-4525.
Consensual Relationship Notification & Disclosure
We, the undersigned employees, have entered into a personal relationship with each other. We have read and understand Public Outreach’s Harassment Policy and Personal Relationships at Work Policy, and we agree as follows:
- 1. Our relationship is entirely voluntary.
- 2. Our relationship will not have a negative impact on our work.
- 3. We will not engage in any public displays of affection or other behavior that creates a hostile work environment for others, including favouritism, or public discussions or disagreements of a personal nature, or anything that makes others uncomfortable.
- 4. We will act professionally towards each other at all times, even after the relationship has ended. We will not participate in gossip or negative talk, and we will not foster this dialogue within our team. If others on the team are attempting to perpetuate a rumour, we will end the conversation professionally.
- 5. We will not participate in any company decision making processes that could affect the other’s pay, promotional opportunities, performance reviews, hours, shifts, or career.
- 6. We will inform the company immediately if the relationship ends, or if the conduct or advances of the other person are no longer welcome.
- 7. We agree that, if the relationship ends, we will respect the other person’s decision to end the relationship and not pursue that person or seek to resume the relationship or engage in any other conduct towards the other person that could violate the Harassment Policy.
- 8. We understand that, after the relationship ends, one of us may choose to date others in the workplace, and that we will not react with jealousy or spite or in any manner that is less than professional with respect thereto.
Dated this _________________ day of ____________________, 20_____.
Print Name Print Name
//Accessiblity for Ontarians with Disabilities Act
Accessibility training information for staff and contractors
Integrated Accessibility Standard Regulation
Welcome to the training on the Accessibility for Ontarians with Disabilities Act or AODA’s Integrated Accessibility Standard Regulation. Throughout this training the legislation will be referred to as the “IASR”.
Did you know that 1.85 million people in Ontario have a disability? That is 15.5 percent of Ontario’s population. As the population ages, these numbers are expected to increase.
A disability is a physical or mental condition that affects a person’s movements, senses or activities. Many people have disabilities like difficulty walking, seeing and hearing, or learning, processing and remembering information.
Public Outreach is committed to providing accessible services and opportunities for clients, donors and staff. Public Outreach has policies and practices in place to improve accessibility on an ongoing basis.
What is Accessibility?
It simply means giving people of all abilities opportunities to participate fully in everyday life. This includes access to information, forms of communication, employment, transportation and public spaces.
In 2005, the provincial government passed the Accessibility for Ontarians with Disabilities Act (AODA). Its goal is to have an accessible Ontario by 2025.
The AODA and the Human Rights Code
The Ontario Human Rights Code (the Code) and the AODA work together to promote equality and accessibility. The Code states that people with disabilities must be free from discrimination where they work, live and receive services, and that their needs must be accommodated. The AODA has accessibility standards organizations must meet. The Code helps guide how these standards are met.
The Integrated Accessibility Standards Regulation (IASR) are standards under the AODA that include general requirements and standards for information and communications, employment and transportation and design of public spaces. The province requires all staff to be trained on these standards.
General Requirements of the IASR
The IASR has general or overarching requirements that require Public Outreach to:
- 1) Develop an accessibility policy.
- 2) Create a multi-year accessibility plan and provide annual status updates.
- 3) Incorporate accessibility into purchasing activities.
- 4) Provide training (this document is one of our tools for training).
- The requirements under the IASR have specific compliance dates from 2011 to 2025.
Public Outreach’s accessibility policy and supporting procedures outline our commitment to eliminating barriers and improving accessibility in Public Outreach. The policy and procedures can be found posted in local offices as well as via the Public Outreach Staff Site (publicoutreachontario.com; login: 1 password: 1).
Public Outreach created a multi-year accessibility plan that outlines key actions Public Outreach will take to meet AODA requirements, how we will prevent and remove barriers and by when.
The plan is a living document and can be found posted in local offices as well as via the Public Outreach Staff Site.
Purchasing and Procurement
It is a requirement that our purchasing of goods, services and facilities include accessibility design, criteria and features.
AODA Accessibility Standards
Accessibility standards were created under the AODA to prevent or remove barriers to accessibility. They include:
- Customer Service
Information and Communications
Design of Public Spaces
Customer Service Standard
In 2008 the accessible customer service standard was the first accessibility standard to become law in Ontario. It ensures that goods and services are provided in a way that respects persons with disabilities, regarding things like assistive devices, support persons, service animals and service disruption notification. Separate mandatory training on the Customer Service Standard is provided by Public Outreach.
Information and Communications Standard
For people with disabilities, information needs to be provided in an accessible format (formats that help people receive and understand information) or with an appropriate communication support (tools to help communication) upon request.
Examples of accessible formats are large print or an electronic document formatted to be accessible for use with a screen reader.
Examples of communication supports are sign language interpreters or real-time captioning for persons who are deaf, deafened or hard-of-hearing.
It is important to let the public know that accessible formats and communication supports are available upon request.
We are working to achieve Web Content Accessibility Guidelines (WCAG 2.0) Level A and AA on our websites.
These guidelines cover things like writing content in plain language, providing alternate text for images, ensuring someone can navigate a website with the use of just a keyboard, and that documents on a website can be read by a screen reader.
The IASR requires employers to have processes in place to determine an employee’s accommodation needs throughout the employment cycle. The employment section of the IASR is intended to remove and prevent barriers to persons with disabilities when posting jobs, during the recruitment and selection process, when implementing occupational health and safety programs, and during the rehabilitation and placement of employees with disabilities returning to work.
As an employee of Public Outreach, if you need a disability related accommodation or other support, please speak to your Manager or Human Resources.
This standard covers public transit and taxis, and sets out requirements to make it easier for people with disabilities to travel.
Design of Public Spaces Standard
This standard applies to new construction or major renovations being designed for outdoors or for new construction and planned redevelopment.
Accessibility is everyone’s responsibility and we all play a role in making Public Outreach an accessible organization for clients, donors and colleagues.
For more information, or to obtain this document in a different format, contact People & Culture/Human Resources: 1 (888)326-5535 x4000 or SON HR x3345
Staff Site: publicoutreachontario.com; login: 1 password: 1
Accessible Customer Service Plan
PROVIDING SERVICES TO INDIVIDUALS WITH DISABILITIES
Public Outreach strives to provide its services in a way that respects the dignity and independence of people with disabilities. Public Outreach is committed to giving individuals with disabilities an opportunity equal to that given to others, to use or benefit from our services.
The Accessibility for Ontarians with Disabilities Act 2005 (AODA) is a Provincial Act with the purpose of achieving accessibility for persons with disabilities in several different areas, including access to goods and services. The AODA includes a regulation entitled “Accessibility Standards for Customer Service” for organizations that provide goods and services to the public. Public Outreach’s Accessible Customer Service Plan is consistent with the AODA and its Accessibility Standards for Customer Service.
It is critical to note that any person with an assistive device, support person or support animal is all welcome on Public Outreach premises. If a person with a disability is having difficulty accessing a good or service, an HR Representative should be contacted immediately to assess alternative options if none are immediately evident.
Public Outreach’s Accessible Customer Service Plan can be accessed on the Staff Site (http://publicoutreachontario.com – login: 1 password: 1).
DIGNITY: Provide services in a way that allows a person with a disability to maintain self-respect and respect of other people.
INDEPENDENCE: Allow a person with a disability to do things on their own without unnecessary help or interference from others.
INTEGRATION: Provide service in a way that allows a person with a disability to benefit from the same services as other customers.
EQUAL OPPORTUNITY: Give people with disability opportunities equal to that given to others.
How to Interact and Communicate with Customers who have Disabilities
GENERAL TIPS ON PROVIDING SERVICE TO CUSTOMERS WITH DISABILITIES
If you’re not sure what to do, ask your donor/client, “May I help you?”
Avoid stereotypes and make no assumptions about what type of disability or disabilities a person has. Some disabilities are not visible and customers are not required to give you information about disabilities they may have.
Use appropriate language and terminology when referring to people with disabilities.
TIPS ON HOW TO COMMUNICATE WITH CUSTOMERS WHO HAVE VISION LOSS
Vision loss can restrict a person’s ability to read signs, locate landmarks or see hazards. Some of these customers may use a guide dog or white cane, but others may not. Sometimes it may be difficult to tell if a person has vision loss.
Few people with vision loss are totally blind. Many have limited vision such as tunnel vision (loss of side vision) or lack of central vision (can’t see straight ahead).
Types of assistance a person might use: Braille, large print, magnification devices, white cane, guide dog, support person such as a sighted guide.
- Don’t assume the individual can’t see you.
Don’t touch the person without asking permission.
Identify yourself when you approach the person and speak directly to him or her, even if they are accompanied by a companion
Offer your elbow to guide the person. If he or she accepts, walk slowly, but wait for permission before doing so. Lead – don’t pull.
Identify landmarks or other details to orient the person to the environment.
Don’t touch or speak to service animals – they are working and have to pay attention at all times.
Don’t leave the person in the middle of a room. Show them to a chair, or guide them to a comfortable location.
If you need to leave the person, let them know you are leaving and if/when you will be back.
Identify yourself when you approach the person and speak directly to them, even if they are accompanied by a companion.
There is generally no need to raise your voice as the person does not necessarily have hearing loss.
Be clear and precise when giving directions. Don’t use “over there” or point in the direction.
Don’t be afraid or embarrassed to use words such as “see”, “read” and “look”. People with vision loss also use these words.
When providing printed information, offer to read or summarize it.
TIPS ON HOW TO INTERACT AND COMMUNICATE WITH CUSTOMERS WHO HAVE HEARING LOSS
Types of assistance the person might use: Hearing aid, paper and pen, personal amplification device (e.g. Pocket Talker), phone amplifier, relay service, Teletypewriter (TTY), hearing ear dog, support person such as a sign language interpreter.
- Attract the customer’s attention before speaking. Generally, the best way is by a gentle wave of your hand.
Ask how you can help. Don’t shout.
Move to a well-lit area if available, where the person can see your face.
Don’t put your hands in front of your face when speaking. Some people read lips.
If necessary, ask if another method of communicating would be easier, for example, pen and paper.
Be patient if you are using a pen and paper to communicate.
Look at and speak directly to the person. Address the person, not the interpreter or support person.
Be clear and precise when giving directions, and repeat or rephrase if necessary. Confirm that the person understands you.
If the person uses a hearing aid, reduce background noise or move to a quieter area, if possible, so the person can hear or concentrate better.
Don’t assume that the customer knows sign language or reads lips.
TIPS ON HOW TO INTERACT and COMMUNICATE WITH CUSTOMERS WHO HAVE PHYSICAL DISABILITIES
There are many types and degrees of physical disabilities. It may be difficult to identify the person with a physical disability. Mobility devices might be used to help people with difficulty walking.
- If you need to have a lengthy conversation with someone in a wheelchair or scooter, consider sitting so that you can make eye contact.
Ask before you help. People with physical disabilities often have their own ways of doing things.
Respect the person’s personal space. Do not lean over them on their assistive device.
Don’t move items or equipment, such as canes and walkers, out of the person’s reach.
Don’t touch assistive devices without permission. If you have permission to move the person in a wheelchair, remember to:
Wait and follow the person’s instructions
Confirm that the person is ready to move
Describe what you’re going to do before you do it
Avoid uneven ground and objects
Don’t leave the person in an awkward, dangerous or undignified position such as facing a wall or in the path of opening doors.
Let the person know about accessible features in the immediate area (i.e. automatic doors, accessible washrooms, elevators, ramps, etc.).
TIPS ON HOW TO INTERACT and COMMUNICATE WITH CUSTOMERS WHO HAVE MENTAL HEALTH DISABILITIES
Mental health disabilities are not as visible as many other types of disabilities. You may not know that the person has a mental health disability unless you’re informed of it. Examples of mental health disabilities include schizophrenia, depression, phobias, as well as bipolar, anxiety and mood disorders.
- Treat the person with a mental health disability with the same respect and consideration you have for everyone else. Be patient.
Be confident and reassuring. Listen carefully and work with your customer to try to meet needs.
If someone appears to be in a crisis, ask them to tell you the best way to help.
TIPS ON HOW TO INTERACT AND COMMUNICATE WITH CUSTOMERS WHO HAVE INTELLECTUAL OR DEVELOPMENTAL DISABILITIES
People with intellectual or developmental disabilities may have difficulty doing many things most of us take for granted. These disabilities can mildly or profoundly limit the person’s ability to learn, communicate, socialize and take care of everyday needs. You may not know that someone has this type of disability unless you are told. As much as possible, treat people with an intellectual and developmental disability like anyone else.
- Don’t assume what the person can or cannot do.
If you cannot understand what is being said, simply ask again.
Be supportive and patient. People with some kinds of disabilities may take a little longer to understand and respond. Listen carefully.
To confirm if the person understands what you have said, consider asking the person to repeat the message back to you in their own words.
TIPS ON HOW TO INTERACT AND COMMUNICATE WITH CUSTOMERS WHO HAVE LEARNING DISABILITIES
The term “learning disability” describes a range of information processing disorders that can affect how the person acquires, organizes, expresses, retains, understands or uses verbal or non-verbal information.
It is important to know that having a learning disability does not mean the person in incapable of learning. Rather, it means they learn in a different way.
Learning disabilities can result in different communication difficulties for people. They can be subtle, such as difficulty reading. They can interfere with the person’s ability to receive, express or process information. You may not know that the person has a learning disability unless you are told.
- When you know someone with a learning disability needs help, ask how you can help.
Speak naturally, clearly, and directly to the person. Allow extra time if necessary.
Remember to communicate in a way that takes into account the customer’s disability.
Be patient and be willing to explain something again, if needed.
TIPS ON HOW TO INTERACT AND COMMUNICATE WITH CUSTOMERS WHO HAVE SPEECH OR LANGUAGE IMPAIRMENTS
Some people have problems communicating because of their disability. Cerebral palsy, hearing loss or other conditions make it difficult to pronounce words or may cause slurring or stuttering. They also may prevent the person from expressing themselves or prevent them from understanding written or spoken language.
- Don’t assume that because the person has a disability, they also have another. If a customer has difficulty speaking, it doesn’t mean they have an intellectual or developmental disability as well.
Ask the person to repeat the information you don’t understand.
Ask questions that can be answered “yes” or “no” if possible.
Try to allow enough time to communicate with the person as they may speak more slowly.
Don’t interrupt or finish the person’s sentence. Wait for them to finish.
TIPS ON INTERACTING WITH A CUSTOMER WHO USES A SERVICE ANIMAL
Remember that a service animal is not a pet. It is a working animal. Avoid touching or addressing them.
Avoid making assumptions about the animal. Not all service animals wear special collars or harnesses. If you’re not sure if the animal is a pet or a service animal, ask the person.
Remember the person is responsible for the care and supervision of their service animal. You are not expected to provide care or food for the animal. However, you could provide water for the animal if the person requests it.
Use “disability” or “disabled”, not “handicap” or “handicapped”
Remember to put people first. It is proper to say “person with a disability”, rather than “disabled person”.
If you are not sure about whether the person has a disability, it’s better to wait until the individual describes their situation to you rather than make your own assumptions. Many types of disabilities have similar characteristics.
For more information, or to obtain this document in a different format, contact Human Resources: 1 (888) 326-5535 x4000 or x3345 email: firstname.lastname@example.org
AODA & IASR QUIZ
Employee Sign-off and Acknowledgement
Please answer the following short quiz and sign and date below:
True □ False □ The goal of the AODA is to make Ontario accessible to people with disabilities by 2025.
True □ False □ The Human Rights Code has nothing to do with the AODA.
True □ False □ A large font is an example of an alternative format for communication which could be requested.
True □ False □ The AODA requires that the public know accessible formats and communication supports are available upon request.
True □ False □ The term “disability” only applies to people who use wheelchairs.
True □ False □ You should always speak directly to the person, not to her support person or companion.
True □ False □ Your organization must allow people with disabilities who use a support person, assistive device or support animal to bring their person, device or animal with them while accessing goods or services on Public Outreach premises.
I have read and understood this which is Public Outreach’s training on the Integrated Accessibility Standards Regulation (IASR) and Accessibility for Ontarians with Disabilities (AODA).
Please return this page to your Fundraising Coordinator or HR Representative for recording and retention.
IASR & AODA Answer Key
“The goal of the AODA is to make Ontario accessible to people with disabilities by 2025.”
True. Ontario should be a fully-accessible province by 2025 with progressive legislation that is coming into effect over the next decade.
“The Human Rights Code has nothing to do with the AODA.”
False. The Human Rights Code works in tandem with the AODA to promote equality and accessibility.
“A large font is an example of an alternative format for communication which could be requested.”
True. If you’re not sure what alternatives are available to make a material or medium more accessible to an individual, please reach out to your Human Resources Representative.
“The AODA requires that the public know accessible formats and communication supports are available upon request.”
True. This is noted on our public website, staff site, and other locations.
“The term ‘disability’ only applies to people who use wheelchairs.”
False. A disability is a physical or mental condition that affects a person’s movements, senses or activities.
“You should always speak directly to the person, not to her support person or companion.”
True. This is respectful to the individual as their disability should not define your interaction with them.
“Your organization must allow people with disabilities who use a support person, assistive device or support animal to bring their person, device or animal with them while accessing goods or services on Public Outreach premises.”
True. In order to access Public Outreach facilities which are open to the public, we must allow any device or support within to allow individuals to be as comfortable and functional as possible.
Click here for pdf version of “Fair at Work Ontario”.
By signing below, I acknowledge that I have received a copy of the Health & Safety at Work Workbook (provided by the Ministry of Labour) or have accessed it online: http://www.labour.gov.on.ca/english/hs/pubs/workbook/
By signing below, I further acknowledge that I have read and completed the Worker Health & Safety Awareness in 4 Steps, and agree to abide by the laws, regulations and practices outlined in it. Access to the eLearning module, this online learning module takes 45 – 60 minutes to complete. The module is unable to keep track of your progress, so it must be completed in one sitting. https://www.labour.gov.on.ca/english/hs/elearn/worker/foursteps.php
You will receive a “Proof of Completion” certificate once you complete the training. You must save and send it to email@example.com or print the certificate before exiting the module. The Ministry of Labour will not store your certificate, or keep a record of training. Please make sure to scan or print a copy for PO SOS or HR dept. and keep a copy for your records. We will require the certificate as proof of completion to be eligible to receive paid training.
By signing below, I acknowledge that I have read and that I understand the Training Package, including without limitation, those policies contained in this Package and the Code of Conduct, and that I have had the opportunity to ask questions. By signing below, I further acknowledge and agree that I will follow the full policies and procedures of Public Outreach including, without limitation, those policies and procedures contained in this Training Package, as amended from time to time.
By signing below I acknowledge that am able to access a copy of the Public Outreach Health & Safety Handbook either on-line at www.publicoutreachstaff.org or through my local Human Resources representative.
Failure to comply with the policies and procedures outlined in this document may result in disciplinary action; may result in further disciplinary action, up to and including termination of employment
Staff Name (Printed) Date
//Social Media Policy
In the age of social media, we must be very conscientious about who might “hear” or read what we say. Public Outreach has a social media policy to make it easy for staff to understand what should and should not be communicated on public venues like Twitter, Facebook and other social media centres.
If you take away one thing from this Policy, it should be that you can never assume what the client wants portrayed in the public or how. Whether it’s a booth, a form or a slogan, any portrayals of the client must be exclusively at their discretion. If there is something you really want to have seen, please bring it to your manager’s attention.
As stated in our Confidentiality Agreement (signed as a part of our Onboarding Package by all staff), no employees shall act as a reference for or as an official representative of Public Outreach or our Non Profit partners in public media. This includes representation on Twitter, Facebook, online blogs, video sharing, email or other form of electronic or print media. It also includes photos with posters or vests, or details of the training, briefing notes, or any other documents you may have received from Public Outreach or our clients.
If you become aware of a social media post/trend/forum discussion that is critical or offensive to Public Outreach or our clients, please let us know! Even when the goal is defending Public Outreach or one of our clients, we ask that you call the professionals—the best intentions sometimes don’t line up with how a client wants to project their image. They have their own media teams to that end. Let the right folks know. Email firstname.lastname@example.org and our Client Partnerships team will point the right people at the problem.
Keep in mind that anything that goes online is forever. Posting negative jokes, confidential information or making slanderous remarks has left these statements open to an unknown public who may save, share or repost your material.
Please be responsible and ethical in your posting—be aware of what is yours to share and what is not.
Do NOT share
- – Any discussions of specific dollar amounts—gifts, your total raised that day, etc
- – Confidential information: donor information, co-worker information, screen shots of internal communications, pictures of your handheld’s screen, etc.
- – Do not initiate a public conversation about a donation; this is private information
- – Client materials and logos including vests, binders, displays, etc. These are property of the client.
- -Negative messaging (eg., “Get a sense of humor, people! Just trying to make a difference #plan”)
- Celebrations of achievements (eg., “4 spos today!” or “Rocked it on #msf today”)
Events—past, present or future (eg., “Incredible briefing at Amnesty today with #publicoutreach”)
Tag the clients or Public Outreach into your messages!
Selfies are fine—just no logos, please
Locations (eg., “Having a great day fundraising @ yonge/bloor”)
Re-posting or Re-tweeting PO or clients or the donor who just became your newest friend
//Office Space Usage and Staff Gatherings
Public Outreach spaces are sometimes occupied after regular working hours. People at PO frequently become friends and the office can become a social medium. We require that the office space is respected at all times.
Specifically, please be aware that Public Outreach offices are an alcohol-, smoke-, and substance-free space. If any post-work gatherings occur, the proper venue for such events is an external space. When alcohol is involved, approval must first exist from the medium director in writing. Inclusion of alcohol in a team event must be regulated by a licensed venue and servers such as in a bar, restaurant or other entertainment space (bowling alley, board game pub, etc).
Gatherings endorsed by team or including most of the office or exclusively PO staff can be interpreted as work gatherings. This means that the organizers or leaders present are liable for the health & safety of others. If you are arranging a private or personal gathering, you should not use company lingo, nor PO mediums (bulletin/white boards) to advertise nor otherwise infer that all staff must/should be present.
Illegal drugs of any description are strictly prohibited in the office space and at all workplace events; as is any entertainment that may contain a component of addiction, such as gambling.
In addition, several other rules to observe include:
- · Do not bring non-Public Outreach staff back to the office—this is a breach of confidentiality both with privacy laws regarding donor information and personal employee information
· The office space is not available for overnight accommodations
· Please respect not only the space itself but any neighbours you may have around the space. This includes not leaving litter or cigarette butts outside the building, keeping noise levels appropriate, etc
· Illegal drugs, weapons or other prohibited or dangerous items are not permitted in the workplace under any circumstances.
· No smoking of regular or electronic cigarettes in any indoor Public Outreach environment. This includes office spaces, company vehicles and Public Outreach living spaces or apartments.
· If you are a driver, ensure you park carefully, respecting other spaces and using only your assigned space if that is applicable in your lot/garage
//Personal Property at Work
Please note that Public Outreach takes no responsibility for your personal property while at work. This includes in the office, on turf or anywhere else that could be considered the work place. Public Outreach is a highly dynamic environment and you won’t always know everyone present all the time. To be safe, best practice is to NOT bring valuables to work.
If you MUST bring valuables to work, you are responsible for their care. Particularly on turf, it is advisable to keep your bags on your person at all times. If you must put them down while fundraising, ensure you are staying near your things that they are within direct line of sight at all times. Some offices may have additional locking mechanisms you can borrow, but do not rely exclusively on these devices. No lock is completely infallible.
Ultimately, all personal property is your responsibility and if lost or stolen, we recommend reaching out to the police.
//Perfume in the Workplace
Public Outreach is a fragrance-free environment. There are employees who react to fragrances. Employees who like to wear perfume may not realize that they are triggering headaches, wheezing or allergic reactions in fellow employees.
A fragrance-free environment helps create a safe and healthy workplace. Fragrances from personal care products, air fresheners, candles and cleaning products have been associated with adversely affecting a person’s health including headaches, upper respiratory symptoms, shortness of breath, and difficulty with concentration. People with allergies and asthma report that certain odors, even in small amounts, can cause asthma symptoms. This policy applies to both employees in the PO office and out fundraising
- 1. PO expects that all offices and spaces used by the staff and their visitors remain free of scented products.
- 2. Personal care products such as cologne, perfume, aftershave lotions, scented lotions, fragranced hair products and/or similar products are not to be worn anywhere considered “work” such as the office, turf, or company-owned vehicles.
In the event of a death of an immediate family member, staff shall be granted a paid leave of absence to a maximum of three (3) days.
Paid leave is only granted for dates that the staff member is normally scheduled to work. If a staff member normally works on Friday but not on the weekend, they may be granted paid leave for Friday. Any further leave will be unpaid.
If staff request more than the maximum paid bereavement leave, and it is approved by their manager, the additional time will be unpaid leave.
If a staff member is on vacation at the time of death of a family member, bereavement leave may be substituted for vacation.
For the purposes of this policy, immediate family members are defined as:
- Spouse or common-law partner Brother/Brother-in-law
- Child/Stepchild Sister/Sister-in-law
- Grandchild Grandparent
- Father/Stepfather Father-in-law
- Mother/Stepmother Son-in-law
- Mother-in-law Daughter-in-law
A Request for Time Off form (located on the Staff site under Staff Policy Handbook) must be completed by the staff member, either prior to taking the leave or within 10 days of their return to work.
Questions about the bereavement leave can be directed to the Human Resources Department:
Email: email@example.com; firstname.lastname@example.org
Phone: 1 888 326-5535 x4001 or 4002
//Rehiring Eligibility Standards
This proposal will create clear guidelines, consistency and standardization for the “Do Not Hire List” and “Eligibility for Rehire Staff Updates” across Public Outreach Canada.
- 1. Clear Requirements. Public Outreach Canada Management will be all be aware of the requirements to identify a past employee as a “Do Not Hire” or “Not Eligible for Rehire”.
- 2. Eliminate Opportunities for Discrimination or Biases. Providing clear guidelines will eliminate the opportunity for biases and discrimination in our rehiring practices.
- 3. Improve Rehiring Efficiencies. With a smooth, consistent Do Not Hire List process, we can eliminate multiple lines of communication and rehire more quickly.
Eligible for Rehire List
The Eligible for Rehire list is a list of all past staff. This list will identify each person as eligible or ineligible for future rehiring.
A past staff is not eligible for rehiring because they meet at least one of the following requirements:
Have reported conduct issues or concerns
Intentional fraud or misinformation (ie faking ages, telling donors to cancel, etc)
A past staff is rehirable if they left Public Outreach due to:
- Poor performance
Attendance or tardiness
Conflicts with management (no conduct issues)
Could improve fundraising skills (rap, close, stops, etc)
Eligibility for Rehire is tracked with Human Resources and the Logistics Team. Staff Updates must include Eligibility for Rehiring (yes/no) with a note space to report conduct, performance or any other notes from the Manager reporting the Staff Update.
This list should be accessible to all HR Management, Recruiters, and Senior and Director level Leadership in Operations.
Policy Title: Solicitation (Poaching) Policy
Policy Originated: April 2019
Our solicitation policy outlines our restrictions for poaching employees within our company.
Solicitation is any form of requesting support or participation of an area of business or causes which may be related or unrelated to our company. These areas include but are not limited to non-operational departments.
This policy applies to all employees; as well as employees on a Leave of Absence (LOA) or they may be on company premises during working hours. All of these forms of solicitation and distribution are strictly prohibited for employees or non-employees on or off company premises, unless previously authorized by senior management i.e. the Director(s).
“Workplace” refers to any area on or off premises where employees work (offices, meeting rooms, reception etc.) or other places where employees usually carry out their job duties (turf).
Former employees are prohibited from soliciting other employees for business purposes and to their benefit in and outside of company premises. Public Outreach may require employees to sign a non-solicitation agreement at the time of hire or before leaving the company.
As an employee, you may solicit from your colleagues only when you want to:
- Ask colleagues to help organize events for another employee (e.g. adoption/birth of a child, promotion, retiring.)
Seek support for a cause, charity or fundraising event sponsored, funded, organized or authorized by our company i.e. travel trips.
Invite colleagues to employee activities for an authorized non-business purpose (e.g. recreation, volunteering.)
Ask colleagues to participate in employment-related activities (e.g. SFM or FM Days)
In all cases, we ask that you do not disturb or distract colleagues from their work. We also prohibit offensive solicitation or solicitation for personal profit:
- Selling goods for personal profit.
Requesting support or funding for political campaigns or GoFundMe campiagnes
Unauthorized posting of non-work related material on company bulletin boards.
Solicitation or distribution of non-business literature towards customers, partners and vendors.
Proselytizing others to groups or initiatives that violate non-discrimination and equal opportunity policies.
Employees should not be forced or harassed to support other departments or charities, fundraising events or other activities. Employees have the legal right to refuse assistance or participation to any kind of activities or organizations.
- Soliciting in our workplace during working hours for illegitimate reasons.
Making colleagues uncomfortable by being overly persistent
You shall not, directly or indirectly, disclose to any person, firm or corporation the names or addresses of any of the customers or clients of the Company or any other information pertaining to them.
Neither shall you call on, solicit, take away, or attempt to call on, solicit, or take away any client/charity of the Company on whom you have called or with whom you became acquainted
Neither during the term of your employment, as a direct or indirect result of your employment with the Company.
Without the written consent of the director, the employee further agrees not to directly or indirectly, engage or participate with any other employee in any other business activities, in their reasonable discretion, determines to be in conflict with the best interests of the business needs.
This policy does not refer to any kind of work-related matters; employees can discuss and request assistance or participation in work-related projects i.e. Olympacs and Out of Town fundraising.
Employees may refer any questions or clarification to the Operational Director or HR.
Business needs are above everything.
Follow the steps outlined below:.
- Step one: Posting of job opportunities will be regularly sent for everyone to have the chance to apply, if they should be interested.
- Step two: Open up the lines of communication and be courtesy to all involved, speak with the manager of the employee you would like to join your team. If the manager considers your request than all is well and we transfer the employee to your team with a staff update and possible HR involvement.
- Step three: Should the answer be NO and you would like to discuss this further, then speak to the Director of the manager and a resolution is to follow on next steps.
We want to make this as effortless as possible.
Should these steps not be followed in it entireity, then the disciplinary process will follow
We may take disciplinary action ranging from reprimand to termination against employees who do not conform to this policy. Issues that may trigger disciplinary action include but are not limited to:
- a. Documented verbal warning, to be dated and signed by the employee.
- b. Documented written warning, to be dated and signed by the employee.
- c. Meeting with your manager and HR,
- d. Final stage up to and including termination of employment.
An employee who is pregnant, and has been employed with Public Outreach Group for at least 90 days, (12 weeks and/or 3 months) will be granted maternity leave for a period beginning before, on or after the end date of pregnancy. For more details see the HR for more information and resources.
An employee who is a parent, and has been an employee of Public Outreach for 12 continuous months preceding the birth of a child or adoption of a child, shall be granted parental leave. For more details see the HR for more information and resources.
The policy is to provide guidance to employees residing in company provided accommodations.
Housing standards and maintenance:
Must familiarize themselves with “house rules” for any establishment – it is your responsibility to do so
You are a Guest on the premises. Please be mindful about the noise policy provided by the landlord and make sure you adhere by it.
No smoking on or in the property.
Dishes should be washed
Pantry items used up must be replaced
Damages lodged by owner/landlord to Public Outreach as a direct consequence of the stay to be paid by the staff person.
all damages will be considered and reviewed by Public Outreach and refuted if reasonable or necessary
When or if doing laundry, make sure you read the instructions correctly. As if/so done incorrectly resulting in damage (eg:burn marks drying something that shouldn’t have been put in dryer, or washing whites with colours resulting in bleeding, etc).
There will be unexpected leakage during the rainy season. Please make sure you close the doors and windows properly as it can damage the property. Additionally, make sure the taps are closed tight and the water isn’t dripping.
The kitchen/pantry should always be kept clean after use, as if any of the electronic appliances are not handled properly can damage the equipment and/or the surrounding.
I ________________________understand and acknowledge the housing policy and will do my best to adhere to this.
Anyone staying at Croft St specifically, should also adhere to the policies or the handbook provided at the time of/and during stay. For example : if there are any damages to the property including but not limited to smoke damage, damage to walls, floors, bedding, towels or other amenities, that a $250 fee may be deducted from your pay.
I ________________understand and acknowledge the housing policy and will do my best to adhere to this.