VOLUNTEER

HANDBOOK

City of Brampton
Recreation Division

November 2021
 Welcome!

Now that you have started your volunteer journey with the City, we would like to formally
welcome you on behalf of the Corporation of the City of Brampton, to Recreation. As a
key representative to the community, this handbook and associated training program is
designed to clearly explain your responsibilities and expectations as a city volunteer. Of
the utmost importance is our emphasis on creating and maintaining a safe environment
for you as well as our citizens and visitors. We expect that as a member of our team that
you understand and demonstrate our values of courage, trust, compassion, and integrity.

We request that you take the time to read and understand this important handbook and
treat it as a reference point to build on as you grow and develop at the City of Brampton.

Should you have any questions, concerns, suggestions or feedback you would like to
provide to us, please email Volunteer Services at volunteers@brampton.ca.

Thank you and we look forward to you growing with us.

VOLUNTEER HANDBOOK
 TABLE OF CONTENTS
A. INTRODUCTION:
1. Introduction
1.1. Purpose of This Handbook ..................................................................................................... 7
1.2. Volunteer Expectations .......................................................................................................... 7
2. City of Brampton
2.1. Brampton 2040 Vision: Living the Mosaic ............................................................................. 7
2.2. Corporate Values ................................................................................................................... 8
2.3. Volunteer Code of Conduct ................................................................................................... 8
2.4. Recreation Mission Statement .............................................................................................. 9
2.5. City of Brampton Organizational Structure .......................................................................... 9
2.6. Volunteer Rights .................................................................................................................. 11

B. TERMS & CONDITIONS OF VOLUNTEERING

1. Volunteer Requirements
1.1. Position Descriptions............................................................................................................ 12
1.2. Volunteer Status .................................................................................................................. 12
1.3. Police Record Check ............................................................................................................. 12
1.4. Qualifications/Certifications ................................................................................................ 13
1.5. Volunteer Orientation and Training ..................................................................................... 13
1.6. Hours of Volunteer Service .................................................................................................. 14
1.7. Recording Volunteer Hours .................................................................................................. 14
1.8. Volunteer Seasonal Sessions ................................................................................................ 15
1.9. Breaks and Eating Periods .................................................................................................... 15
2. Attendance Expectations
2.1. Attendance ........................................................................................................................... 15
2.2. Absenteeism......................................................................................................................... 16
2.3. Weather Related Absences .................................................................................................. 16
2.4. Liability Insurance ................................................................................................................ 16
3. General Expectations
3.1. Confidentiality of Information ............................................................................................. 17
3.2. Conflict of Interest ............................................................................................................... 17
3.3. Harassment, Discrimination & Workplace Violence ............................................................ 17
3.4. Staff Supervision .................................................................................................................. 18
 3.5. Coaching ............................................................................................................................... 19
3.6. Smoking, Drugs, Cannabis & Alcohol ................................................................................... 20
3.7. Uniform/Dress Code ............................................................................................................ 20
3.8. Personal Belongings ............................................................................................................. 21
3.9. Personal Calls & Visits .......................................................................................................... 21
3.10. Radio Usage.......................................................................................................................... 21
3.11. Media Relations ................................................................................................................... 21
3.12. Tips and Gifts........................................................................................................................ 21
4. Information Technology
4.1. Expectations ......................................................................................................................... 22
4.2. Social Media Networks......................................................................................................... 22

C. HEALTH & SAFETY

1. General
1.1. Duties of a Volunteer........................................................................................................... 24
1.2. First Aid Kits & Automated External Defibrillators (A.E.D.) ................................................. 24
1.3. Personal Protective Equipment (P.P.E.) .............................................................................. 24
1.4. Jewellery .............................................................................................................................. 25
1.5. Long Hair.............................................................................................................................. 25
1.6. Mobile Devices .................................................................................................................... 25
1.7. Scented Products ................................................................................................................. 26
1.8. Personal Injury While Volunteering .................................................................................... 26
1.9. Reporting Hazards ............................................................................................................... 26
1.10. Volunteer Task Refusal ........................................................................................................ 27
1.11. Security Escort ..................................................................................................................... 27
2. Environmental Related
2.1. Sun Smart ............................................................................................................................ 27
2.2. Cold Safety ........................................................................................................................... 28
2.3. Thunder & Lightning ............................................................................................................ 28
3. Chemical Related
3.1. Workplace Hazardous Materials Information System (W.H.M.I.S.) .................................... 29
4. Biological Related
4.1. West Nile Virus (W.N.V.) ..................................................................................................... 30
4.2. SHARPS ................................................................................................................................ 30

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 4.3. Pandemics………………………………………………………………………………………………………………………31
5. Machine Safety
5.1. Lockout Procedures ............................................................................................................. 31
5.2. Machine Safety .................................................................................................................... 31

D. EMERGENCY PROCEDURES
1. Emergency Procedures
1.1. Terms of Reference ............................................................................................................. 33
1.2. Emergency Procedures ........................................................................................................ 33
1.3. Contacting 9-1-1 .................................................................................................................. 34
1.4. Accident/Incident Reporting ............................................................................................... 34
1.5. Witness Statements............................................................................................................. 34
1.6. Emergency Cell Phones ....................................................................................................... 35
1.7. Critical Incident Stress ......................................................................................................... 35
2. Customer Medical Care
2.1. Providing Customer Medical Care ....................................................................................... 36
2.2. Transportation of an Injured Customer .............................................................................. 36
3. Suspected Abuse
3.1. Suspected Child Abuse: Recognition & Reporting............................................................... 36
3.2. Suspected Adult/Elder Abuse .............................................................................................. 37
4. Facility Emergencies
4.1. Facility Emergency Procedures............................................................................................ 38

E. CUSTOMER GUIDELINES
1. Service Expectations
1.1. Customer Service Guidelines ............................................................................................... 39
1.2. Inclusive Customer Service .................................................................................................. 39
1.3. Customer Complaints & Concerns ...................................................................................... 40
2. Facility Expectations
2.1. Change Room/Dressing Room Age Criteria......................................................................... 40
2.2. Unattended Children ........................................................................................................... 41
2.3. Breastfeeding ...................................................................................................................... 41
2.4. Holding Customer’s Property .............................................................................................. 41
2.5. Lost & Found........................................................................................................................ 41
2.6. Withdrawal Requests .......................................................................................................... 42

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 2.7. Photography ........................................................................................................................ 42

F. FACILITIES
1. Building Information
1.1. Recreation Centres: Location and Phone Numbers ................................................................ 43
1.2. Arts, Culture & Theatres Location and Phone Numbers ......................................................... 44

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 A. INTRODUCTION
1. I N T R OD U C TI O N

1.1. PURPOSE OF THIS HANDBOOK

This handbook is intended to familiarize volunteers with important information about the
Corporation, as well as provide guidelines for volunteering. This handbook highlights policies,
practices, and expectations for all volunteers.

1.2. VOLUNTEER EXPECTATIONS

The general expectations of volunteers are as follows:
 Demonstrate respect for staff, members of the general public and fellow volunteers.
 Perform the duties of the position to the best of their ability in a courteous and professional
manner.
 Deliver exceptional service to all customers.
 Attend training sessions and meetings as scheduled.
 Promote a positive public image.
 Arrive promptly for all scheduled shifts and training.
 Notify the appropriate staff members regarding absences and schedule changes.
 Work with staff and fellow volunteers to ensure the safety of the general public.
 Adhere to all related policies, procedures, and standards.
 Maintain and keep www.MyImpactPage.com online profile updated.
 Provide feedback, suggestions and recommendations to staff and Volunteer Services in
order to enhance current practices to benefit the Corporation.
 Present a business-like professional image at all times.

2. C IT Y OF B RA M P T ON

2.1. BRAMPTON 2040 VISION: LIVING THE MOSAIC

Brampton is thinking bigger. The City adopted a long-term aspirational vision in 2018 to set our
strategic direction based on existing City policies, strategies and programs coupled with direct
feedback from the community. The vision is based on seven (7) integrated visions to direct future
plans and strategies as follows:
 Vision 1: Sustainability and the Environment
 Vision 2: Jobs and Living Centres
 Vision 3: Neighbourhoods
 Vision 4: Transportation and Connectivity
 Vision 6: Health

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  Vision 7: Arts and Culture

2.2. CORPORATE VALUES

City Council, staff, and volunteers are committed to working together to protect, support, and
enrich the quality of life of the people who live, work, and play in the City of Brampton. Our Values
are our compass, informing what we do and how we do it. When we live our values, we apply them
to every situation, decision and challenge:
 COURAGE isn’t just a bold, brave act like jumping out of a plane. Courage can be quiet,
curious, determined and resilient. Sometimes being patient takes more courage than
charging ahead.
 When we give TRUST, we are vulnerable. When we receive trust, we are respected. Trust is
an investment… it’s both an act of humility and a demonstration of confidence.
 True COMPASSION is not about pity. Compassion inspires us to solve, to help, to grow.
Compassion helps us to be open to perspectives and points of view. It moves us to respect
diverse ideas, histories and views. There’s a reason “passion” is part of the word!
 INTEGRITY is about being authentic, transparent and principled. We can use our hearts and
minds to align our thinking, our feelings, our mindset and our actions. This is when we see
honesty, clarity and consistency at its best. With integrity, we walk our talk. With integrity,
we bring our very best.

2.3. VOLUNTEER CODE OF CONDUCT

A code of conduct provides guidelines for volunteers to assist in upholding the integrity and
impartiality of the City’s operations and to act, in the interest of the City and not for personal gain,
while maintaining a high standard of ethical, moral, and legal conduct.

The code, to which everyone is held to, includes:

 Volunteer Conduct – the manner in which a volunteer conducts themselves as it relates to
influential personal relationships and interests.
 Protection of Information – the manner in which volunteers care for confidential
information and the associated documentation they are exposed to.
 Drug and Alcohol Use – adherence to applicable laws and departmental regulations
governing the possession or use of alcohol, cannabis or drugs.
 Harassment, Discrimination, and Workplace Violence – ensuring each volunteer and staff
member is provided a work environment free from any form of discrimination or
harassment in accordance with the Human Rights Code and Occupational Health and Safety
Act.
 Abiding by the Law – adherence to applicable laws and departmental regulations
concerning business principles and practices.

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  Use of City Property and Assets – City property will not be used for personal benefit, gain,
or enjoyment.
 Compliance and Interpretation – all volunteers are expected to comply with the City’s Code
of Conduct and related City policies and procedures.

REFERENCE: CORPORATE POLICY #1.3.0 – RESPECTFUL WORKPLACE POLICY

2.4. RECREATION MISSION STATEMENT

The core mission of Brampton’s Recreation Division is to deliver exceptional and sustainable
community-based recreation services for our residents. Our team has the important responsibility to
plan, develop, deliver and evaluate programs and services that respond to the evolving needs of our
community. We provide a hub for all residents to drop-in and connect, enhance their social lives in a
safe, open and welcoming environment, and develop skills that are meaningful to them.

2.5. CITY OF BRAMPTON – ORGANIZATIONAL STRUCTURE

The City of Brampton organizational charts are a graphical representation of the City’s structure. The
charts illustrate the reporting relationships and chains of command within the organization. Titles
and job positions are depicted in boxes with lines linking them to others above and below each
individual in the chain of command. By looking at the organizational chart, volunteers can gain a
quick understanding of how the organization is designed, its number of levels, and where each they
fit into the organization.

Volunteers are in a unique position as they belong in two (2) parallel organizational charts,
administrative and program-related summarized on the next page with reporting relationships.

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Organizational Structure Chart

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2.6. VOLUNTEER RIGHTS
Volunteers are involved for a variety of reasons with the Recreation department. Although the
responsibilities of a volunteer will vary, the manner in which they are treated remains the same.
Volunteers are a support mechanism for staff, programs and events offered by Recreation.

Where volunteers are assisting with special events or programs, specific volunteer position duties
will be provided to the individual and they will perform these under the direct supervision of a direct
Supervisor. Volunteers are never left alone with participants at any time.

In general, volunteers have the right to:

 Be treated as equals with dignity and respect;
 Work in a healthy and safe environment; and
 Receive regular and ongoing staff supervision, support, feedback and coaching

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 B. TERMS & CONDITIONS OF VOLUNTEERING

1. V O LU N TE E R R E Q U I RE ME NT S

1.1. POSITION DESCRIPTIONS

Each volunteer position in the City of Brampton has a position description that outlines the duties,
responsibilities, and qualifications associated with that position. Volunteers should read and ensure
they understand their role and responsibilities. Speak to a Supervisor if you have questions.

1.2. VOLUNTEER STATUS

As a volunteer of the City of Brampton, each volunteer will fall into one of the following status
categories.
 Applicant volunteers that have submitted an application and may be in any stage of the
onboarding or application process.
 Accepted/active volunteers that are able to sign-up for any activity that they are qualified
for.
 Non-Active/Archived
Volunteers who are not active for more than eight (8) months may become archived
and no longer able to sign up for activities or shifts. To maintain an Accepted status,
a volunteer must log on to their MyImpactPage within eight (8) months of their last
log in, or their last volunteer activity, whichever is later. If a volunteer’s status has
been made inactive, that volunteer may contact Volunteer Services to have their
status reactivated. Updated documentation may be required prior to the activation
of the volunteer’s status from Archived to Accepted. Archived volunteers wishing to
return to active status will have to submit a new Police Record Check Certificate in
order to be reactivated.
o NOTE: Archived volunteers are still able to access their volunteer records.

1.3. POLICE RECORDS CHECK

In an effort to increase the safety of both participants, volunteers and staff, all volunteers are
required to obtain and submit a Vulnerable Sector Police Records Check prior to commencing any
employment responsibilities as they are in a position that may oversee vulnerable persons.

“Vulnerable” refers to either:

 Children – persons who are less than eighteen (18) years of age; or
 Vulnerable Person – persons whom, because of their age, a disability, or other circumstance
(whether temporary or permanent) are:
i. In a position of dependence on others; or

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 ii. Otherwise at a greater risk than the general population of being harmed by persons
in a position of authority or trust relative to them.

1.4. QUALIFICATIONS/CERTIFICATIONS
Volunteer specific qualifications and/or certifications may be required as a condition of some
activities. Volunteers will be responsible to keep the certification current based on the parameters
established by the certifying agency.

In the event that a qualification and/or certification requires a recertification, it is the volunteer’s
responsibility to fulfill the recertification requirements prior to its expiry. Upon recertification,
volunteers will upload a copy of their updated qualification to their MyImpactPage profile. Allowing
certifications/qualifications will result in the suspension of the volunteer’s assigned shift.

1.5. VOLUNTEER ORIENTATION AND TRAININGS

Volunteers are expected to complete mandatory orientation and trainings.

Volunteer Orientation
Volunteer Orientation is a mandatory requirement and must be completed.

Volunteer Training
Prior to the being accepted volunteers must participate in an in-class training. This training will
review with greater emphasis being put on group activities, teamwork and skills practice covering:
Vision, Mission and Goals, Code of Conduct, Customer Service and dealing with behaviour issues.
Attendees are encouraged to ask questions, interact with others, and learn as much as possible
about the volunteer services program.

Site Specific Volunteer Training

Volunteers attending a new facility or location for the first time, will be given a site specific training
that will provide the volunteer with information about the facility (i.e. room locations, and special
features, and emergency procedures).

Ongoing Volunteer Training

Throughout the year, compulsory and voluntary training opportunities will be available. Whether the
purpose of the training is to teach new skills and concepts or reinforce behaviour and expectations,
these opportunities are provided for the benefit of volunteers. Continuous improvement of personal
skills not only helps volunteers grow and develop but also enhances a customer’s experience. There
are three (3) types of trainings:

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 Skill specific training to prepare the volunteer to assist in special skills activities such as swimming or
skating.
Special Programs training to be accepted as part of an advanced volunteer program such as the
Ambassador Volunteers program
Personal Development training that focus on enhancing and developing on the skills volunteers use
in their current roles, or for volunteers to become employment ready. Personal development training
on a voluntary basis.

1.6. HOURS OF VOLUNTEER SERVICE

The services and programs offered by Recreation are customer based and dependent upon interest
and availability. Despite Volunteer Services’ best efforts to adequately schedule volunteers for their
optimal number of shifts, hours are not guaranteed. Where services/programs can no longer be
offered, or are unexpectedly cancelled, supervisory staff will notify volunteers of the change as early
as possible.

1.7. RECORDING VOLUNTEER HOURS

All volunteers are personally responsible for recording their own volunteer hours. For Registered
programs, volunteers must complete a Volunteer Hour Log.

Registered Programs: At the start of each session, a new Volunteer Hour Log is started. Volunteer
Hour Logs belong to the City of Brampton and are kept on site at the facility where the volunteer’s
activity takes place. If a volunteer participates in activities at more than 1 facility during a session,
each facility will have a separate Volunteer Hour Log for that volunteer. At the end of the session,
Volunteer Hour Logs are collected by Volunteer Services, total hours are calculated and uploaded to
the volunteer’s MyImpactPage. Volunteers are responsible for their Volunteer Hour Log being
complete, up to date, and left at the facility at the end of each session.

Special Events: Volunteers must sign in and out on the Special Event’s attendance sheet. The
attendance sheet will be forwarded by event staff to Volunteer Services. Volunteer Services will
upload the total volunteer hours completed for the event for each individual volunteer that
attended. It is the volunteer’s responsibility to sign in and out at the start and end of each Special
Event activity.

Volunteer hours completed during each session will be uploaded two (2) weeks following the last
day of the session. If a volunteer’s last day occurs prior to the last day of the session, that
volunteer’s hours will not be uploaded prior to the end of the session, but will be uploaded at the
same time as the rest of the facility’s volunteer hour logs.

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 Volunteer Hour Logs:
Each volunteer is responsible for completing their Volunteer Hour Log . Volunteers must accurately
complete their Volunteer Hour Log each day at the end of their last shift including:
 Volunteer’s name (first and last)
 Volunteer’s contact information to be used in the event that the volunteer needs to be
contacted by staff
 Facility that the activity took place
 Date specific activity took place;
 Title of activity
 Start and end time of each activity shift
 Total daily hours of each specific activity shift
 Staff initial daily entries

1.8. VOLUNTEER SEASONAL SESSIONS

Each year has four (4) volunteer sessions: Winter, Spring, Summer and Fall. Each session ends on
the last day of the session’s Registered Program. Each session starts on the first day following the
previous session’s end. Sessions are indicted by the first two letters of the season and the last two
numbers of the year. For example, the Winter 2021 session is indicated by “WI21”.

1.9. BREAKS AND EATING PERIODS

Although volunteers are not covered under the Employment Standards Act, 2000, volunteer breaks
and eating periods are still provided in accordance with the regulations of the Act. Volunteers are
entitled to a ten (10) minute break after two (2) hours of actively assisting in any program, activity or
event. A volunteer should not be actively assisting in any program, activity or event for more than
five (5) hours consecutively without receiving a thirty (30) minute meal break (eating period) free
from their volunteer duties.

In some instances, the timing of breaks may need to remain flexible from shift-to-shift based on
changes in workload, program demands and other considerations and will be managed based on the
best judgment of the volunteer and their Supervisor.

2. A TTE N D A N C E E X P E C TA TI ON S

2.1. ATTENDANCE
It is expected that volunteers report to their activity shift on time. Reporting on time means that
the volunteer is ready to start (not just arriving) at the scheduled starting time. As a general rule of
thumb, volunteers are encouraged to arrive at work fifteen (15) minutes prior to their scheduled

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 start time in order to ensure they are in proper uniform (if applicable), have the necessary
equipment ready, and have made the necessary preparations prior to the start of their shift.

Volunteers are also responsible for ensuring that they have completed any online or telephone pre-
screening requirements if any (e.g. COVID-19 Employee Health Screening etc.) prior to the start of
their scheduled shift.

2.2. ABSENTEEISM
At times, volunteers may not be available for a scheduled shift for reasons of illness or unexpected
personal reasons. In the event of such an absence, the volunteer is requested to call the facility
where their shift is to take place, and notify staff that they are unable to come in. Contact
information for staff to notify is included with each activity’s shift information on the volunteer’s
MyImpactPage Schedule tab.

If a volunteer is unable to attend a shift, and is aware of the pending absence more than 48 hours
prior to the start of the shift, the volunteer must contact the Volunteer Specialist overseeing the
facility where the activity shift is taking place. Whenever possible, the volunteer should let the staff
they are assisting know of any upcoming absences, such as a planned vacation, or school exam as
early as possible.

If a volunteer misses a shift without notifying staff, they may be subject to coaching as noted below
in section 3.4. Coaching Opportunities.

2.3. WEATHER RELATED ABSENCES

In the event of inclement weather, the City of Brampton will make every effort to ensure that all
facilities remain open during regular hours of operation, with programs and services continuing to
operate as normal. In these situations, volunteers are encouraged to make every effort to arrive on
time for their shift as long as it can be done so, safely.

Where a volunteer is unable to make it safely to their activity shift, they must contact the facility
staff to advise them of the absence.

2.4. LIABILITY INSURANCE

The City of Brampton provides liability insurance coverage for volunteers, protecting them from
potential exposures to legal liability as long as they were acting within the scope of the assigned
duties and responsibilities at the time of the incident.

If volunteers are personally named in an action brought by a third party who claims to have suffered
property damage or injury allegedly caused by their actions or failure to act, the City will provide

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 them with full legal representation. The cost of investigating this matter, as well as any associated
legal fees and potential settlement or court ordered award will be covered by the City’s liability
insurance policy. Volunteers must, however, provide full co-operation during the investigation and
any subsequent legal proceedings. If served with court documents, volunteers must notify and
provide these documents to their Supervisor immediately.

Reference: Community Services, Guidelines for Weather Warning Alerts

3. G E N E R A L E X P E C TA T I O N S

3.1. CONFIDENTIALITY OF INFORMATION

Volunteers may be privy to various forms of personal information (e.g. addresses, phone numbers,
email address, etc.) of both staff and public in a variety of forms (e.g. phone lists, class lists, written
and electronic).

Under no circumstances shall volunteers disclose or provide any form of personal information to any
person(s) of the public in accordance to the Municipal Freedom of Information and Protection of
Privacy Act.

In the event that a volunteer is asked to provide information regarding program participants, co-
workers or residents of Brampton, they must decline the request. Volunteers do not have the
authority to discuss or disclose any personal information (e.g. custody arrangements for children in
programs, providing mailing lists, etc.). All requests for personal information must be directed to
City staff.

3.2. CONFLICT OF INTEREST

Volunteers should avoid all external business, or financial interests that conflict with City business or
with performance of duty to their volunteer position. This applies to any possible relationships with
other volunteers, employers, consultants, contractors, customers, or suppliers.

3.3. HARASSMENT, DISCRIMINATION & WORKPLACE VIOLENCE

The City is committed to promoting a vibrant, healthy, safe and compassionate work environment
where everyone is treated fairly, with respect, civility, and free from harassment or discrimination.
This is achieved by complying with Ontario Human Rights Code, Accessibility for Ontarians with
Disabilities Act, and Occupational Health and Safety Act, and is guided by the following principles
contained in the City’s Respectful Workplace Policy HRM-150:
 Respect and Civility
o All individuals have the right to work or access services in a positive, healthy, safe

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 and respectful environment. This means that differences in perspective are
acknowledged and valued and communications and actions are civil. Respect and
Civility are based on showing esteem, dignity, care and compassion for others.
 Shared Responsibility
o It is a shared responsibility among all individuals to create a culture where
everyone is treated fairly, and with compassion, where differences are
acknowledged and valued and where communications and actions are civil.
 Zero Tolerance
o Workplace harassment or discrimination in any form from any individual will not
be tolerated, condoned, or ignored.

Any volunteer found to be engaged in harassing or discriminating behaviour shall be subject to

discipline up to and including dismissal.

Volunteers are encouraged to report any complaints or incidents of harassment or discrimination

experienced, witnessed, or having knowledge of, to their volunteer supervisor. If a volunteer is
uncomfortable, or unable to bring the matter to their supervisor’s attention, the volunteer is
encouraged to contact their Volunteer Specialist.

Reference: Corporate Policy #1.3.0 – Respectful Workplace Policy

Reference: Corporate Policy #HRM-120 – Workplace Violence Policy
Reference: Corporate SOP – Addressing Harassment and Discrimination
Reference: Occupational Health and Safety Act, R.S.O. 1990
Reference: Occupational Health and Safety Amendment Act (Violence and Harassment in the Workplace), Bill
168, 2009

3.4. STAFF SUPERVISION

Volunteers are involved for a variety of reasons with the Recreation department. Although the
responsibilities of a volunteer will vary, the manner in which they are treated remains the same.
Volunteers are a support mechanism to the programs and events offered by Recreation.

Volunteers assisting with a program where participants are deemed to be part of the vulnerable
sector are never scheduled or left alone with participants at any time and are accompanied or
overseen by supervising staff at all times. Volunteers assist and provide support with the program
delivery and act as another set of eyes to ensure participant safety.

Where volunteers are assisting with special events, specific volunteer position duties will be
provided to the individual and they will perform these under the direct supervision of an identified
Supervisor.

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 Staff supervise, support and mentor each volunteer so they are adequately enabled to perform the
assigned volunteer duties. When possible, it is an expectation that the volunteer receives regular
feedback on the effectiveness of their performance.

3.5. COACHING
Volunteers must follow the roles and responsibilities outlined in the position description in addition
to the expectations set out within this handbook and by Volunteer Services. In areas of
performance, where training gaps exist, the most common solution will be coaching. Coaching will
generally take the form of a verbal conversation between a volunteer and an immediate Supervisor.
It will provide both positive and constructive feedback on their performance and identify (where
appropriate) areas of improvement.

Minor incidents requiring coaching include, but are not limited to cell phone use for personal
matters, improper completion of a volunteer position task, ignoring instructions, roughhousing.

Major incidents requiring coaching include, but are not limited to, bullying, harassment, and
continued minor incident behavior after coaching.

Coaching guidelines:
Minor incident:
 Dialogue about the incident with staff
 Advise the volunteer future steps that will be taken if the behavior is repeated
o Removed from program for day, week, session
 Removed from Brampton Volunteer Team Advise Volunteer Specialist
 Documentation if necessary
 Continued, repeated behaviour of a minor incident can elevate the behaviour to a major
incident
Major incident:
 Program staff will contact their supervising staff and remove the volunteer from the
program immediately
 Senior Staff will:
o Speak with volunteer about behavior
o Advise Volunteer Specialist
 Removal from volunteer program in required
 Documentation

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3.6. SMOKING, DRUGS, CANNABIS & ALCOHOL
All buildings operated by the City of Brampton’s Recreation Department are designated as smoke-
free facilities. No person, including volunteers, are allowed to smoke or vape in any city-operated
facility, vehicle, or equipment. Volunteers may smoke or vape on scheduled breaks as long as it is
done outside of the facility (e.g. on a sidewalk not anywhere on City property) or activity site in the
designated areas.

The Smoke-Free Ontario Act, 2017 prohibits smoking or vaping on the outdoor grounds of
community recreational facilities or in public spaces within twenty (20) metres of the perimeter of
the grounds. Smoking and vaping is not permitted on children’s playgrounds or in public spaces
within twenty (20) metres of the perimeter of a playground. Smoking and vaping is not permitted at
publicly owned outdoor sporting areas, spectator areas next to sporting areas and public areas
within twenty (20) metres of any point of the edge of the sporting or spectator areas.

The City of Brampton does not tolerate the presence of illegal drugs or the illegal use of legal drugs
in or around any city-operated facility. The use, possession, distribution, or sale of controlled
substances (such as drugs, cannabis or alcohol) or being under the influence of such controlled
substance is strictly prohibited while on duty, on city property, or operating city equipment or
vehicles.

Reference: Corporate SOP – Smoke-Free Workplace

Reference: Smoke-Free Ontario Act, 2017

3.7. UNIFORM/DRESS CODE

All volunteers are expected to present a professional image at all times. Volunteers are expected to
wear clothes that are appropriate for the environment they are working in. The program being
facilitated may directly affect the style and type of clothing (e.g. bathing suit, fitness clothes). The
choice of clothing must be made with the thought of functionality first and foremost in mind rather
than fit and style. Volunteers should be sensitive to the location and context of their work and
should be ready to adjust their dress if the circumstances so warrant.

In all cases, the Supervisor will establish the appropriate dress code to be worn by the volunteer in
each particular area. Volunteers will be made aware of these standards prior to their first shift and
expected to adhere to them. In the event that volunteers are provided a uniform and/or nametag,
they are required to be worn during all volunteer activity shifts. Volunteer uniform and/or nametag
are not to be worn during non-working hours (e.g. after volunteering if staying at the program site,
on public transit if utilizing public transit on the way home after a shift, etc.). Failure to comply with
this direction may result in disciplinary action that may include suspension and termination.

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 If the volunteer uniform is lost, the volunteer is responsible for its replacement. In such a situation,
the volunteer must contact Volunteer Services to make arrangements for a replacement.

3.8. PERSONAL BELONGINGS

Volunteers may be provided a secure area in which to house their personal belongings while on
shift, but a secure area is not always available. Volunteers are cautioned not to bring valuable items
into the workplace. The City of Brampton is not responsible for loss or theft of personal property.

3.9. PERSONAL CALLS & VISITS

The City of Brampton expects the full attention of its volunteers while they are on shift. Volunteers
are expected to limit personal calls, visits, or personal interactions. Although Volunteers may
occasionally have to take care of personal matters during their shift, every effort must be made to
try and conduct such personal business either before or after a shift or during scheduled breaks.
Personal business should be kept short.

A pattern of excessive personal calls, visits, and/or personal interactions are not acceptable and may
lead to further disciplinary action.

3.10. RADIO USAGE

The duties and responsibilities of particular position may require that volunteers carry a two-way
radio or mobile device. The radios or mobile devices are the property of the City and are not to be
manipulated in any manner or used for any purpose other than the one for which it was provided.
Two-way radio communication is to be professional, brief, and to the point as this form of
communication is public. Unrelated, inappropriate use of language or personal communication is
prohibited.

For specific protocols and information coding cues volunteers will refer to their site-specific training.

3.11. MEDIA RELATIONS

Various events may result in the presence of the media (e.g. newspaper, television, radio, etc.).
There are specific protocols that must be adhered to when interacting with the media. In the event
that media is present, all volunteers will refrain from comment unless otherwise directed to do so
by a Supervisor. If a reporter asks a volunteer a question, the volunteers will respond with “I am
sorry, I cannot provide a comment. Let me direct you to my Supervisor who may be able to better
assist you.”

3.12. TIPS AND GIFTS

As a general rule, tips and gifts should not be solicited or accepted. If approached with a gift or a
tip, staff must politely decline.

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 Gifts and donations to staff are governed under the City’s Donations and Gifts Received
Administrative Directive and Gift Registry. It is the responsibility of all staff to read and be aware of
their responsibilities under the Administrative Directive.

Please note that if there is a case where a gift has been accepted, staff are required to disclose any
gift received with a value of over $50 on the City’s Gift Registry. If there are any questions about the
acceptance of tips or gifts, staff should speak to their immediate Supervisor

Reference: Corporate Policy #2.2.0 – Conflict of Interest

Reference: Administrative Directive #FIN-130 – Donations and Gifts Received Administrative Directive

4. I N F O RM A T I ON T E C H N O L O GY

4.1. EXPECTATIONS
The use of technology is a necessary means of doing business. If the use of technology (e.g.
computer, cell phone, etc.) is a requirement of a volunteer position, it is an expectation that it is
done so in a professional manner. Volunteers must use good judgement, demonstrate a sense of
responsibility, and comply with the Information Technology Use Policy at all times. Failure to
comply with the policy may result in disciplinary action up to and including suspension and
termination.

4.2. SOCIAL MEDIA NETWORKS

The City of Brampton recognizes that volunteers may use and/or access these types of websites for
the purpose of City-related volunteer activity. Volunteers are expected to use good judgement and
exercise common sense when using Social Media Networks.

In addition, the City recognizes that volunteers may personally use Social Media Networks and have
the right to voice their opinion, on their own time; however, while volunteering for the City of
Brampton, users must not:
 Use their City’s email account or City’s contact information for their Personal Social Media
outlets.
 Identify themselves as City volunteers or disclose their affiliation with the City in any
manner so as to seem to represent the City or divulge confidential City information.
 Communicate or engage in any conversations that relate to their volunteer activity at the
City in a negative or destructive manner.
 Represent personal opinions regarding the City or criticize internal Corporate Policies or
Standard of Operations (SOPs); and/or

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  Launch personal attacks or make defamatory or offensive (e.g. racist, sexist, lewd, etc.)
statements or make partisan or political comments related to the City.

It is the duty of all City volunteers to represent the City in a positive way at all times.

Reference: Corporate Policy #2.11.0 – Information Technology Use

Reference: Corporate SOP – Use of Social Media for Business Purposes

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 C. HEALTH & SAFETY

1. G E N E R A L

1.1 DUTIES OF A VOLUNTEER

Volunteers will ensure that they:
 Comply with the law
 Wear all required Personal Protective Equipment (P.P.E.)
 Actively participate and complete the appropriate training courses related to program
specific skills, equipment and/or machinery use
 Use equipment properly
 Do not engage in horseplay
 Advise site staff of all identified hazards
 Advise site staff of violations or contravention of legislation and/or regulations and
 Only use machinery and/or equipment under the supervision of staff, with the appropriate
guards in place.

1.2 FIRST AID KITS & AUTOMATED EXTERNAL DEFIBRILLATORS (A.E.D.)

Each City of Brampton facility is required to have a fully stocked first aid kit on site at all times. The
first aid kit must be inspected on a daily basis and documented on a First Aid Checklist by an
employee designated by the Supervisor. It is of benefit for volunteers to know where the first aid kit
is located at each facility, so as to assist in its retrieval if needed in the event of an emergency
situation.

In many facilities, an A.E.D. unit is available for use. It is of benefit for volunteers to know where the
A.E.D. unit is located at each facility so as to assist in its retrieval if needed in the event of an
emergency situation.

Reference: Community Services SOP – A.E.D. Maintenance and Operation

Reference: Corporate SOP – First Aid
Reference: Workplace Safety and Insurance Act, 1997, Reg. 1101

1.3 PERSONAL PROTECTIVE EQUIPMENT (P.P.E.)

P.P.E. is used to provide protection and can include:
 Face mask and gloves
 Foot Protection;
 Head Protection;
 Eye Protection;
 Hearing Protection;

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  Hand Protection;
 Respiratory Protection;
 Traffic Vest; and
 Other (as determined by the specific volunteer position and/or Supervisor)

To provide adequate protection, the protective clothing and equipment selected must be:
 Appropriate for the particular hazard;
 Maintained in good condition;
 Worn correctly;
 Properly stored to prevent damage or loss when not in use; and
 Kept clean and sanitary.

Reference: Community Services SOP – Head Protection (Ice Surfaces)

Reference: Corporate Policy #HRM-110 – Occupational Health and Safety
Reference: Corporate SOP – Eye Protection
Reference: Corporate SOP – Head Protection
Reference: Corporate SOP – Protective Footwear

1.4 JEWELLERY
In order to ensure personal safety, loops or dangling earrings, necklaces, bracelets, and other
hanging type jewellery will not be permitted to be worn. This requirement is due to the potential of
entanglement and/or injury:
 Between you and a participant/customer during programming
 During an emergency
 When using mechanical equipment
 Working close to energized electrical equipment.

Volunteers with religious observances are encouraged to discuss the matter with their immediate
supervisor as soon as possible.

1.5 LONG HAIR

To ensure the personal safety of staff and the potential safety of participants/patrons, long hair will
need to be tied back for any volunteer involved in the preparation of food, program support, and/or
operational responsibilities due to the risk of entanglement and/or safety.

1.6 MOBILE DEVICES

The City of Brampton realizes that the use of mobile devices (e.g. cell phones, iPads, etc.) is a way of
life. In order to ensure volunteers are fully aware of their environment and potential hazards,
volunteers are expected to be distraction free and 100% focused on the volunteer position they are

25
 performing. For that reason, during scheduled work hours, volunteers are limited from using any
personal mobile devices. Mobile devices should only be used for work-related purposes while on
shift. Personal use should be limited and kept to a minimum (e.g. emergencies only).
Note: In extenuating circumstances, exceptions to the above must be approved by a Supervisor.

1.7 SCENTED PRODUCTS

The City of Brampton recognizes that some individuals may experience health effects directly
related to manufactured scented products. As a result, volunteers are responsible for acting in a
responsible and respectable manner that does not place others in jeopardy or at risk for a sensitivity
or allergic reaction. It is requested that everyone voluntarily refrains from the use of scented
products while on site to not increase the risk of health problems and reactions.

1.8 PERSONAL INJURY WHILE VOLUNTEERING

The City of Brampton acknowledges “the workplace partnership” whereby volunteers and
employers must share the responsibility for occupational health and safety.

In the event that a volunteer is injured during their volunteer activities, staff will:
 Provide first aid treatment
 Report the accident to their Supervisor immediately
 Remain at the scene of the accident (provided safety is not compromised and appropriate)
until the Supervisor has conducted an investigation or gives further direction; and
 Get professional medical treatment (if required).

Volunteers must not:

 Disturb the accident scene
 Delay reporting the accident to their Supervisor
 Delay in seeking medical treatment (if required); and
 Ignore an accident that appears to be minor in nature.

An Accident/Incident Report will be completed by on-site staff. Staff will report the
accident/incident to Volunteer Services and coordinate with Volunteer Services any follow-up action
as needed.

1.9 REPORTING HAZARDS

A safe work environment entails a program area free of hazards or minimizing the potential of
hazards (if they cannot be removed). Hazards can take the form of:
 Chemical (liquids; vapours and fumes; powders; and gases with the potential to be
flammable, combustible, and explosive)

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  Physical (electricity; noise and vibration; heat and cold; dust and fibres; and exposed moving
machinery parts)
 Biological (mould, fungus, and mildew; bacteria and viruses; plants; insect stings; and animal
bites)
 Ergonomic (lighting; workstation layout; video display terminals; lifting; and repetitive
movements)

In the event that a volunteer identifies a hazard, they are advised to notify on-site staff, supervisor
and/or Customer Service Representative.

1.10 VOLUNTEER TASK REFUSAL

Volunteers have the right to refuse assisting in an activity when it is believed that the equipment,
physical conditions or other related circumstances are likely to endanger oneself, other volunteers
and/or employees, or the general public.

For further details or concerns, volunteers are encouraged to speak with their Supervisor.

1.11 SECURITY ESCORT

In situations where a volunteer is scheduled to work into the evening, arrangements can be made
with Supervisory and/or Operational staff to escort the volunteer to their vehicle (where
appropriate). In a situation where a volunteer is uncomfortable to walk alone to their vehicle,
Corporate Security may be contacted at (905) 874-2111 for a security escort.

Other Recreation staff are not meant to act as, or replace Corporate Security staff.

2. E N V I R ON M E N TA L R E LA T E D

2.1. SUN SMART

If the duties associated to a volunteer’s position require that they work outdoors, both the
volunteers, staff and their Supervisor must take preventative measures to minimize the risk of heat-
induced illness. Volunteer should protect themselves by:
 Wearing appropriate clothing
i. Hat;
ii. Eye protection with UV filtration (e.g. polarized sunglasses); and
iii. Loose fitting clothing (e.g. long sleeve shirt)
 Clothing that does not restrict flexibility
 Using a sunscreen and lip balm with a minimum SPF 30 and apply regularly
 Drinking water regularly

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  Being aware of the signs and symptoms of heat stress
o Including (but not limited to) sunburn, heat cramps, heat exhaustion, and heat
stroke
 Seeking shade; especially during peak times (11:00am – 3:00pm)
Note: P.P.E. requirements are not to be circumvented in order to adhere to these
expectations.

2.2. COLD SAFETY

If the duties associated to a volunteer’s position require that they work outdoors, both the
volunteer, staff and the Supervisor must take preventative measures to minimize the risk of cold
related illness. Volunteers should protect themselves by:
 Wearing appropriate clothing:
i. Wearing several layers of clothing
 Wearing synthetic fabrics next to skin
 Clothing should not restrict flexibility
 Avoid tight fitting footwear
ii. Eye protection with UV filtration (e.g. polarized sunglasses); and / or
iii. Gloves, toque, scarf, etc.
 Outer layers should be water-repellent
 Face protection that does not restrict vision should be worn
 Scarves should not be used when performing work that may result in the scarf
getting caught in the moving parts of machinery
 If there is an opportunity for exposure to sun, using a sunscreen with a minimum SPF 30
 Being aware of the signs and symptoms of frost bite and hypothermia
 Seek shelter from the elements in order to warm up (when necessary)
Note: P.P.E. requirements are not to be circumvented in order to adhere to these expectations.

2.3. THUNDER & LIGHTNING

In the event of a thunderstorm when assisting in outdoor activities, volunteers will follow and
comply with the direction of staff. Volunteers can assist staff as staff execute their duties during the
Thunder and Lightening situation. This may include:
 At the first sign of a thunder and/or lightning storm when participating in water activities,
stop all activities, exit the water area immediately, and assemble all their participants away
from the skirt, deck, beach or shore area. A headcount will be performed at the designated
meeting point to ensure all participants, volunteers and staff are accounted for and then all
participants will be directed to move towards the nearest shelter. A thirty (30) minute time

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 lapse must occur after the last lightning flash or thunderclap in order for participants to
resume aquatic activities.
 At the first sign of a thunder and/or lightning storm when participating in outdoor activities
(other than water), stop all activities and assemble all their participants. A headcount will
be performed at the designated meeting point to ensure all participants, volunteers and
staff are accounted for. All participants will then be directed to move towards the nearest
shelter. A thirty (30) minute time lapse must occur after the last lightning flash or
thunderclap in order for participants to resume outdoor activities.
 In the event that thunder and/or lightning persist, indoor activities will be initiated (where
applicable).

3. C H E M I C A L R E L A T E D

3.1. WORKPLACE HAZARDOUS MATERIAL INFORMATION SYSTEM (W.H.M.I.S.)

Volunteers are unlikely to be exposed to hazardous materials. However it is beneficial for volunteers
to be aware of the following W.H.M.I.S. symbols, so they were to come across and hazardous
materials, they will be able to identify them as such and be able to report the hazardous condition
to staff. Volunteers are not to remove, touch, clean or come into contact with any such material,
but may warn other people in the area to be mindful of the situation. If for any reason a volunteer is
required to work with or come into contact with hazardous materials, they must complete WHMIS
training provided by the City prior to handling materials.

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4. B I O LO G I C A L R E LA T E D

4.1. WEST NILE VIRUS (W.N.V.)

W.N.V. is a bird-borne infection spread to people by the bite of an infected mosquito. Volunteers
that perform work outdoors during warm weather have an increased potential of exposure.

The typical breeding site for mosquitoes is standing water. As a preventable measure, empty
flowerpots, buckets, and other basin type objects of water when not in use.

Symptoms associated with the infection will vary significantly between people based on the severity
of the infection and can potentially last several weeks. Common symptoms can include (but are not
limited to):
 fever  rash  muscle/body weakness
 headache  neck stiffness  vision impairment
 nausea  disorientation  confusion
 swollen lymph glands  convulsions

To help prevent W.N.V., volunteers are advised to utilize an insect repellent containing DEET
(following the directions on the package). In addition, volunteers should avoid areas with large
numbers of mosquitoes, wear long sleeves and pants, and avoid working outdoor from dusk to
dawn (where applicable).

When using insect repellent containing DEET in combination with sunscreen, the Region of Peel
advises DEET insect repellent needs to be applied 30 minutes after sunscreen application.

Reference: Region of Peel – Injury Prevention & Safety Issues (www.peelregion.ca)

4.2. SHARPS
SHARPS is a common name given to any needles and syringes. Both can be harmful if not handled
properly. The mishandling of SHARPS could involve a volunteer being scratched by the object which
can potentially lead to infection and disease. If a volunteer comes across a SHARP, they are not to
remove, touch, or come into contact with the SHARP, but to advise staff of the situation. Volunteers
may warn other people in the area to be mindful of the situation.

Although SHARPS can be found anywhere, common places are public washrooms, playgrounds,
parking garages, and stairwells however in all instances, volunteers must always take caution.

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 In the event of a needle stick, volunteers will seek immediate medical attention and report the
situation to their staff and/or Supervisor.

4.3 PANDEMICS
Pandemics can occur or be declared at any time and may result in emergency procedures being
activated. Pandemics can be declared because of illnesses such as, but not limited to, the
Coronavirus disease (COVID-19) which is an infectious disease caused by a newly discovered
coronavirus. COVID-19 and similar viruses spread primarily through droplets of saliva or discharge
from the nose when an infected person coughs or sneezes.

 Pandemics due to COVID-19 and other Coronaviruses may require accommodations to

procedures and the manner in which staff carry out their duties (e.g. wearing masks etc.). A
supervisor will advise and provide direction as required. Some general best practices for
volunteers to follow in order to reduce their potential exposure in a pandemic can include,
but not limited to, the following: Practice physical distancing (also called social distancing)
by maintaining a distance of 2 metres (6 ft.) from others
 Wash your hands often with soap and water or use an alcohol-based hand sanitizer.
 Avoid touching your eyes, mouth and nose as much as possible
 Avoid contact with people who are ill and their items
 Stay home if ill
 Cover your coughs and sneezes with a tissue. If you don't have a tissue, cough or sneeze into
your upper sleeve or elbow, not your hands. Wash hands after coughing and sneezing
Maintain a healthy lifestyle, including a healthy diet, exercise and enough sleep, to enhance
your body's immune system

5. M A C H IN E S A FE TY

5.1. LOCKOUT PROCEDURES

Volunteers are not allowed to execute lockout procedures or other work on any equipment,
machinery, transmissions, devices, or things that may present a danger from entanglement,
crushing, electrocution, burns, and asphyxiation.

Volunteers must be under supervision of staff when using any equipment requiring lockout
procedures at all times. Volunteers must contact a staff member to execute any lockout procedures
as appropriate.

Reference: Corporate Policy #HRM-110 – Occupational Health and Safety

5.2. MACHINE SAFETY

Any volunteer assigned to use equipment or machinery that has moving parts that could cause
injury must be trained as per the Corporate policy, prior to use.

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Equipment or machinery that has safety devices such as guards, barriers, and emergency shutoffs
are to be used as intended and not modified. Volunteers who have not been appropriately trained,
or are aware that equipment has been altered, must refuse to operate such equipment or
machinery and report it immediately to staff.

Reference: Corporate Policy #HRM-110 – Occupational Health and Safety

Reference: Corporate SOP – Machine Guarding

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 D. EMERGENCY PROCEDURES

1. E M E RGE N C Y P R OC E D U RE S

1.1. TERMS OF REFERENCE

The terms “accident” and “incident” are sometimes used interchangeably. The terms will be
understood to mean:
 Accident – a medical emergency or an event that results in unintentional physical injury to a
person that may or may not involve response from Emergency Medical Services (EMS).
 Incident – an event that results in damage or loss of property/equipment, unacceptable
behaviour, and/or when EMS response is required.

In the event of an accident, it may be minor or major in nature. The terms will be understood to
mean:
 Minor – trauma, small cuts, abrasions, or fractures, that require minimal first aid (high
frequency events with low intensity) and EMS is not required
 Major – Injury of a critical or serious nature (low frequency events with high intensity)
requiring that EMS be contacted

In the event of an incident, it may be minor or major in nature. The terms will be understood to
mean:
 Minor – situation resulting in minimal damage, loss of property, or unacceptable behaviour
where EMS is not required
Major – situation resulting in significant damage, health & safety implications, injury, and/or
unacceptable behaviour where EMS is required

1.2. EMERGENCY PROCEDURES

Staff are trained on emergency accident and incident procedures. Volunteers, regardless of their
own personal training, are to support staff and follow staff directions in any emergency situation.

In the event of any accident or incident, staff will respond as required and may solicit the assistance
of a volunteer. Volunteers are not required to provide assistance if for any reason they are not
comfortable doing so. If a staff member is the person requiring care, of if the staff member is
unable to take the lead, or provide direction is such a situation, a volunteer may provide assistance
to the extent that they have been trained, but are not required to do so. Under no circumstances
are volunteers to discuss any details with anyone other than an identified City representative or
emergency personnel involved with to the situation.

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1.3. CONTACTING 9-1-1
In situations where Emergency Medical Services (EMS) is required, a volunteer may call 9-1-1 and
should be prepared to relay and request the following information:
 Identify which emergency service is required (fire, police, or ambulance).
 Identify oneself to the operator.
 Identify the current location (e.g. address).
i. Provide the operator with any identifiable landmarks of the location (e.g. major
intersections, restaurants, etc.)
 Indicate the number of victims involved, estimated age of the victims, and the types of
injuries (if applicable).
i. Victim injuries should be listed in the order of importance (life threatening to minimal
injury)
 Request that the operator provide an estimated time of arrival (ETA).
 Request that the operator repeat the information provided.
 Let the operator hang up the phone first.

1.4. ACCIDENT/INCIDENT REPORTING

In the event of an accident, incident, and/or customer concern, staff are required to complete an
Accident/Incident Report. To ensure that an accurate record of the situation is made, an
Accident/Incident Report should be completed as soon as possible. Volunteers involved in the
situation may be requested to provide a Witness Statement as to their involvement, or what they
know to have happened.

The way in which the report and accompanying statements are used may differ slightly between
accidents and incidents, however, the required documented information is the same. To properly
complete the report, it must be legible, and the writer must pay close attention to the details they
record.

Completed Witness Statements become part of the Accident/Incident Report. Reports will be given
to the appropriate Supervisor.

1.5. WITNESS STATEMENTS

A witness statement is an opportunity for a volunteer, considered to be a bystander, to assist in
capturing the details that may have led to the situation occurring and/or to record the events that
transpired once the situation took place.

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 When a bystander is willing to provide their account of the situation, their statement will be
recorded on a Statement Documentation Form. It is strongly encouraged and very important for
bystanders to provide an account of what they observed and heard.

In the event that the bystander may be unable to document their account, it can be dictated to
another person who will record the details for them. Once completed, the bystander must review
the record to ensure its accuracy.

The bystander must sign and date the record to authorize the details.

Once completed, the staff will include the Statement Documentation Form with the corresponding
Accident/Incident Report(s) and provide it to their Supervisor.

1.6. EMERGENCY CELL PHONES

In the case where a cell phone has been designated as the emergency telephone (e.g. wading pool,
playground programming, and certain camps) it must be stored in the location identified by the
building procedures. This mobile device is only to be used for the purpose of contacting 9-1-1
and/or Supervisors in the case of an emergency and not for personal use. Volunteers may be asked
to make either of these calls if the situation warrants. Use is only authorized at the direction of
staff.

1.7. CRITICAL INCIDENT STRESS

Responding to an accident or incident can be stressful. It is typical when a situation is over to feel relief,
but volunteers may also experience a sense of self-doubt; these feelings are completely normal and
typical. Volunteers should be mindful of lingering feelings as they may be experiencing what is
commonly known as Critical Incident Stress (CIS) syndrome. If a volunteer is experiencing any of the
above signs and symptoms, they should seek the support of a trusted adult, and/or medical
professional.

Common signs and symptoms:

Acute CIS
Delayed CIS
Physical Mental Emotional
 Increased feelings of  Nausea, sweating,  Impaired thinking  Anxiety, fear, guilt
depressions tremors  Poor concentration,  Grief, depression
 Sleep disturbance  Disorientation confusion  Emotional numbness
 Changes in eating  Increased heart rate  Difficult with memory  Feeling lost,
habits and blood pressure tasks abandonment
 Loss of emotional  Hyperventilation  Flashbacks  Withdrawal from
control  Muscle soreness others
 Feeling of isolation  Fatigue  Anger, resentment
 Disturbing memories  Feeling overwhelmed

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2. C U S TO ME R M E D I C A L C A RE

2.1. PROVIDING CUSTOMER MEDICAL CARE

Staff members will take the initiative and lead in regard to medical care. Volunteers, regardless of
their own personal training, are to support staff and follow staff directions in such a situation. If a
staff member is the person requiring care, of if the staff member is unable to take the lead, or
provide direction is such a situation, a volunteer may provide assistance to the extent that they have
been trained, but are not required to do so.

Customer medical care may include, but is not limited to:

 Seizures
 Anaphylactic Emergencies
 Concussions
 Memory function (failure to answer simple)
 Assisting with Medication

2.2. TRANSPORTATION OF AN INJURED CUSTOMER

Under no circumstances are volunteers responsible (or should take responsibility) to transport an
injured customer.

If a customer requires transportation beyond the services of an ambulance, contact a staff member
to assist the customer with suitable transportation options.

3. S U S P E C TE D A BU SE

3.1. SUSPECTED CHILD ABUSE: RECOGNITION & REPORTING

Child abuse can take many forms. The Children’s Aid Society (CAS) has identified the six (6) common
forms of abuse as: physical; sexual; emotional; neglect; abandonment/separation; and caregiver
capacity. In order to be able to detect “suspected” child abuse, volunteers should be aware of
common indicators. It is important to realize that the presence of any one (1) indicator is not proof
that a child has been abused. Volunteers, together with staff, must handle suspicion with discretion
and only speak with a Supervisor.
Note: Refer to the Suspected Child Abuse Indicators – Notes document for a detailed breakdown
of each form of abuse and the associated behavioural and physical indicators.

In the event a volunteer suspects what may be abuse, the following will be strictly adhered to:
1. Volunteer observes or may be made aware of the “suspected” child abuse and neglect.

36
 2. Volunteers are requested to report their observations and concerns to their staff and/or
Supervisor immediately. Volunteers are not responsible for proving that any inappropriate
activity has taken place.
3. Volunteers will not engage in any type of discussion, including comments on or questions
about the suspected abuse or neglect, with the child involved.
4. Volunteers will maintain strict confidentiality of any and all details related to the situation.

Note: According to the law, the ultimate responsibility for reporting lies with the person who
initially suspected the abuse or neglect. The Supervisor will assist with the facilitation of the
process and management of the reports.

Reference: Community Services, Suspected Child Abuse Indicators – Notes

Reference: Ministry of Children & Youth Services
Reference: Ontario Association of Children’s Aid Societies – Child Abuse Prevention Brochure

3.2. SUSPECTED ADULT/ELDER ABUSE

The existence of adult/elder abuse is unfortunately becoming more prevalent in today’s society.
The Advocacy Centre for the Elderly (ACE) and the National Initiative for the Care of the Elderly
(NICE) has identified six (6) common forms of abuse as:
 Physical
 Psychological
 Financial
 Neglect
 Institutional and
 Domestic.

In the event a volunteer suspects what may be abuse, the following steps need to be strictly
adhered to:
1. Volunteer observes or may be made aware of the “suspected” abuse and neglect.
2. Volunteers are requested to report their observations and concerns to their staff and/or
Supervisor immediately. Volunteers are not responsible for proving that any inappropriate
activity has taken place.
3. Volunteers will not engage in any type of discussion, including comments on or questions
about the suspected abuse or neglect, with the child involved.
4. Volunteers will maintain strict confidentiality of any and all details related to the situation.

Reference: Elder Abuse: Assessment and Intervention Reference Guide (NICE)

Reference: Elder Abuse: The Hidden Crime (ACE & CLEO)

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4. F A C I LI TY E M E R GE N C I E S

4.1. FACILITY EMERGENCY PROCEDURES

All staff receive facility specific emergency procedures training on an annual basis. Volunteers are
expected to follow staff direction during any facility emergency.

The manner in which each facility and/or area handles an emergency situation and the associated
procedures, may differ slightly. During a facility wide emergency situation, staff are trained to react
in an efficient manner to ensure public safety. Prior to a volunteer’s first shift, staff will review site-
specific emergency procedure for the facility where the volunteer will be working (e.g. emergency
exits, gathering places etc.) and answer any related questions.

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 E. CUSTOMER GUIDELINES

1. S E R V I C E E X P E C TA TI ON S

1.1. CUSTOMER SERVICE GUIDELINES

Customer satisfaction is a measure of success. It is part of a volunteer’s position to interact with the
customer in a positive way. In order to provide excellent customer service, volunteers are expected
to:
 Be sincere in the performance of their duties
 Be loyal to those with whom they work
 Be alert and attentive to the needs of customers
 Co-operate with other employees and management
 Maintain appropriate appearance at all times
 Be prompt in reporting for work and in the associated duties
 Maintain a high degree of personal conduct
 Allow no reason to have their honesty or integrity questioned
 Practice courtesy at all times
 Maintain a desire to better oneself and the City of Brampton whenever possible
 If a volunteer does not know the answer – that’s okay – find out the answer and follow-up
promptly and
 Treat every customer as if the success of our business relies on them individually.

1.2. INCLUSIVE CUSTOMER SERVICE

The City of Brampton values diversity and inclusiveness. Every effort will be made to prevent new
barriers and reduce or remove existing barriers providing opportunity, inclusion, and dignity for
people of all ages and abilities.

The guiding principles of inclusive customer service have been developed so that all persons,
including persons with disabilities and limited English speakers, have an equal opportunity to obtain,
use, or benefit from the goods and services available.

Those individuals who require the assistance of a support person (accompaniment of a person with
a disability in order to assist with communication, mobility, personal care, medical needs, or access
to goods and services) will be allowed free of charge access to Recreation programs and services,
unless otherwise stated.

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 Those individuals who require the assistance of a service animal (any animal used by a person with a
disability where it is readily apparent that the animal is used by the person for reasons relating to his
or her disability) will be allowed access to programs and services offered by the City of Brampton.
As such, service animals are permitted in change rooms and program areas (e.g. pool deck).

REFERENCE: CORPORATE POLICY #14.12.1 – INCLUSIVE CUSTOMER SERVICE

1.3. CUSTOMER COMPLAINTS & CONCERNS

In order to provide excellent customer service, a volunteer should follow the steps listed below:
1. Hear the customer complaint.
2. Listen attentively while remaining calm and composed.
3. Report the incident to a Supervisor immediately.
4. Follow-up with the customer and inform them that their complaint has been voiced to a
Supervisor who will be with them shortly
5. Follow-up with the Supervisor (if required).

2. F A C I LI TY E X P E C TA TI O N S

2.1. CHANGE ROOM/DRESSING ROOM AGE CRITERIA

In order to ensure the safety of customers, it is the responsibility of staff, who may on occasion ask
for a volunteer’s assistance, to ensure that the following conditions are adhered to:
 Family change rooms/areas may be used (where available) to change children above the age
of seven (7) where the child’s guardian is the opposite sex to the child (e.g. father
accompanying his daughter).
 If a customer takes exception to this criteria and there are no family change rooms/areas
available, then the following should serve as guidelines:
i. If it is an isolated incident, offer the customer another secluded area (such as an
office) to change their child.
ii. If it is an ongoing incident – offer to transfer the customer to another facility where
family change rooms are available.
 If a customer does not take exception to this criteria, all children, seven (7) years of age and
older, must change in their gender specific change room/dressing room.

Note: In the case of the theatre venues, whereby the facilities have been rented by a specific
group (and not for public access), the renters have the liberty to establish the age parameters (if
any at all) for the duration of the rental.

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2.2. UNATTENDED CHILDREN
In order to provide a safe environment for all customers, it is the responsibility of staff to ensure
that children under ten (10) years of age are accompanied by a parent/guardian or a designated
adult fourteen (14) years of age or older and not left unattended while in a City of Brampton facility.
Volunteers who observe an unattended child should alert a staff member immediately and let them
take control of the situation. Volunteers are not to be left alone to monitor an unattended child at
any time.

2.3. BREASTFEEDING
As established by the Ontario Human Rights Code (OHRC), women have the right to breastfeed in
public. All City of Brampton facilities are considered “breastfeeding friendly” and welcome
breastfeeding mothers and children.

In the event that a customer wishes to raise a concern with a mother who is breastfeeding,
volunteers can actively listen to their concern. When it is appropriate to do so, volunteers can
either inform the customer about the “breastfeeding friendly” designation of the facility and a
mother’s right to do so in a public place, or advise onsite staff of the customer’s concern. At no
time, should volunteers become confrontational with a customer if the customer is not satisfied
with the provided response, volunteers should contact a Supervisor for assistance.

Reference: Ontario Human Rights Commission, Policy on Discrimination Because of Pregnancy and
Breastfeeding

2.4. HOLDING CUSTOMER’S PROPERTY

The City of Brampton is not responsible for loss or damage of personal belongings while customers
are using City facilities. Customers should be encouraged to leave valuables at home or where
available, use the provided lockers.
Volunteers should never accept any responsibility for “watching” or “keeping an eye” on anyone’s
personal property.

In certain programs, customers may bring their valuables in a bag into their program area. It should
be stressed to the customers that the supervision of their belongings still remains the responsibility
of the customer.

2.5. LOST & FOUND

A Recreation facility is a community centre to which the general public is encouraged to congregate
and participate in activities and events. Through this interaction, visitors may mistakenly leave or
forget personal items and return at a later time to retrieve them.

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 Each facility will have a lost and found area located at or near the front desk. If a lost item is found
by a volunteer or a customer inquires about a lost item, volunteers should direct the item or
customer to staff at the front desk to inventory and/or assist as appropriate.

2.6. WITHDRAWAL REQUEST

On occasion, customers may need to withdraw from a program for a variety of unforeseen
circumstances. Withdrawal options (subject to some conditions) are available to participants to
allow for some flexibility.

In the event a volunteer is notified by a participant that they want to make a withdrawal request for
a program, the volunteer should advise the participant or customer to speak to a Customer Service
Representative. The volunteer can assist the participant of customer in locating the Customer
Service Representative as appropriate.

2.7. PHOTOGRAPHY
In some cases, programs may specify specific days/times when filming and/or photography will be
permitted. In these instances, advanced notification will be provided.

In the event that a volunteer suspects unusual behaviour from a patron related to filming and
photography, it must be immediately reported to the onsite staff and/or Supervisor.

Note: Filming and/or photography is not permitted in change rooms, unless otherwise
indicated.

Volunteers are not permitted to photograph customers etc. for City marketing purposes under any
circumstances. Such types of photography will be conducted by Recreation Planning (Marketing)
staff in accordance with the Digital Image (Photography) Consent SOP.

Reference: Digital Image (Photography) Consent SOP

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 F. FACILITIES

1. B U I LD I N G I N F O RM A T I O N

1.1.RECREATION CENTRES: LOCATION, AND PHONE NUMBERS

Balmoral Recreation Centre 225 Balmoral Dr 905-793-8222

Bovaird House 563 Bovaird Dr 905-874-2804
Brampton Curling Club 46 McMurchy Ave S 905-451-4015
Save Max Sports Centre 1495 Sandalwood Pkwy E 905-458-4036
Cassie Campbell Community Centre 1050 Sandalwood Pkwy W 905-840-4041
Central Public School Recreation Centre 24 Alexander St 905-874-2810
Century Gardens Recreation Centre 340 Vodden St E 905-874-2814
Chinguacousy Park 9050 Bramalea Rd 905-458-6555
Chinguacousy Wellness Centre 995 Peter Robertson Blvd 905-789-6111
Chris Gibson Recreation Centre 125 McLaughlin Rd N 905-874-2820
Earnscliffe Recreation Centre 44 Eastbourne Dr 905-792-2224
Ebenezer Community Hall 4494 Ebenezer Rd 905-874-3477
Eldorado Park 8520 Creditview Rd 905-874-2860
Ellen Mitchell Recreation Centre 922 North Park Dr 905-791-4811
Bob Callahan Flower City Senior’s Centre 8870 McLaughlin Rd 905-874-3500
Flower City Sports Administration Offices 8850 McLaughlin Rd 905-874-2876
Gage Park 45 Main St S 905-874-2820
Gore Bocce Club 9916 The Gore Rd 905-874-3477
Gore Meadows Community Centre 10150 The Gore Rd 905-874-3477
Greenbriar Recreation Centre 1100 Central Park Dr 905-791-2240
Howden Recreation Centre 150 Howden Blvd 905-793-4645
Huttonville Community Centre 2322 Embleton Rd 905-874-2820
Jim Archdekin Recreation Centre 292 Conestoga Dr 905-840-1023
Ken Giles Recreation Centre 370 Bartley Bull Pkwy 905-874-2860
Knightsbridge Community & Senior Citizen’s Centre 1-A Knightsbridge Rd 905-792-7442
Loafer’s Lake Recreation Centre 30 Loafer's Lake Lane 905-846-2370
McMurchy Recreation Centre/ Kiwanis Youth 247 McMurchy Rd 905-874-2820
Memorial Arena 69 Elliot St 905-874-2874
Mt. Pleasant Community Centre 100 Commuter Dr 905-840-4041
Norton Place Park Community Centre 170 Clark Blvd 905-874-3477
Peel Village Golf Club 29A Hartford Trail 905-874-2995
Professor’s Lake Recreation Centre 1660 North Park Dr 905-791-7751
Snelgrove Seniors Community Centre 11692 Hurontario 905-840-1023
Susan Fennell Sportsplex 500 Ray Lawson Blvd 905-874-2856
Terry Miller Recreation Centre 1295 Williams Pkwy 905-791-8211

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1.2.ARTS, CULTURE & THEATRE LOCATION AND PHONE NUMBERS

Cyril Clark Library Lecture Hall 20 Loafer's Lake Lane 905-874-2844

Lester B. Pearson Theatre 150 Central Park Dr 905-874-2844
Rose Theatre 1 Theatre Lane 905-874-2800

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