accessible customer service: breaking the barriers for ......overview • the ontario government...

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© Bridgepoint Legal Entity 2013

Accessible Customer Service:

breaking the barriers for people with disabilities

Slide 2© Bridgepoint Legal Entity 2013

IntroductionWhat is AODA ?

• About 1.85 million people in Ontario have a disability• Accessibility for Ontarians with Disabilities Act (AODA), 2005• Accessibility Standards for Customer Service is one of the

standards ensuing from this Act and came into effect on January 1, 2008

• All service providers, including health care institutions, required to remove barriers faced by people with disabilities

• January 2010 – Bridgepoint’s customer service standard came into effect

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Introduction

What is disability?

• Any degree of physical disability, infirmity, malformation

• Intellectual or developmental disability

• Learning disability

• Mental disorder


Self-test

Which of the following is NOT a disability?

• Vision

• Developmental disability

• Tardiness

• Mental health

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Self-test

About 1.85 million people in Ontario have a disability

True

False


1. Think / learn about how people with disabilities communicate

2. If one channel or method of communication cannot be used, use another one, or a combination

= Be flexible

Interact with people with disabilities

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What can you do?

Describe the service offered to the person unable to view it

• Attract the customer’s attention before speaking, don’tshout.

• Make sure you are in a well-lit area, speak clearly andmakesure nothing is covering the mouth for those who lip-read

• If the person uses a hearing aid, reduce background noiseor move to a quieter area

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

Vision Loss

Deaf, deafened and hard of hearing

Learning, Developmental or Intellectual Disability


Example: aphasia

• Aphasia is a language disorder

• It can affect person's ability to use and understand spoken or written words

• People with aphasia may be able to think very well, but they have difficulty using language to express their thoughts.

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General Tips for Interacting withCustomers with Disabilities

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

“I know you know” • Ask: “Do you understand this?” • Exercise patience.


What would you do?

• Situation:

A patient enters the elevator and an alarm goes off. What do you do?

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What you could do

1. Ask the patient if they are alone or accompanied2. If alone, explain that the elevator will not move

and encourage the patient to return to their unit/ nursing station

3. If the patient has difficulty understanding / is confused – seek assistance from a care provider from his/her unit or go to the nursing station


Animals in the facility

4 categories:- Service animals- Resident animals- Visitation or family pet- Pet volunteers

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

• Animals are not permitted in certain areas

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Use of service animals

• Service animals – working animals, not pets

• Any animal trained to do work or perform tasks for the benefit of a person with disability

• Service animals are allowed access to the cafeteria


When service animals are excluded

Adopt alternative measures, such as:

• Offer a safe location where the service animal can wait (if the person is able to be separated from the animal) while offering service to the person. E.g. a person with vision loss might need someone to guide him or her.

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When service animals are excluded

Adopt alternative measures, such as:

• Offer a safe location where the service animal can wait (if the person is able to be separated from the animal) while offering service to the person. E.g. a person with vision loss might need someone to guide him or her.


What you could do

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

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Support persons

• Paid professionals, volunteers, friends/family members of the person with disability

• Accompanies a person with disability in order to help with communication, mobility, personal care, medical needs or access to services

• Must comply with certain rules spelled out in the BH policy related to support persons


Self-test

Which statement about persons with disabilities is true:

• A person’s disability always affects how he/she interact with you

• A person’s disability may affect how they interact with you and it might not

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Self-test

Which of the following statements is correct?

a) The list of restricted areas is the same for all types of animals

b) Service animals are allowed access to the cafeteria

c) Service animals are given access to the cafeteria and the dialysis unit


Assistive devices

• All staff members are supposed to be able to assist the patient using their own personal assistive devices while at Bridgepoint:

- Seating and Mobility Aids - Vision Aids - Hearing Aids - Communication Aids - Feeding Aids - Positioning Aids - Prosthetics and orthoses

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Who to contact

• Your manager • Manager of Ambulatory Services and Central

Therapy• Or [email protected]


Where can I find more information?

Bridgepoint portal – click on ACCESS ON logo to open “Customer Service Policy Statement”

In this document, you’ll find links to all 8 policies related to Bridgepoint’s Customer Service Standard

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Meeting the requirements of the Customer Service Standard

is simply about providing good customer service.


Please be sure to complete theAccessible Customer Service QUIZ

found in your package.

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ACCESSIBILE CUSTOMER SERVICE FINAL QUIZ

Name (please print) Department/Unit Please check the correct answer(s).

1. Only administrative staff needs to know the rules and regulations

relative to the Accessibility Standards for Customer Service. True False

2. About 1.85 million people in Ontario have a disability.

True False

3. Which of the following is not a disability?

Vision Developmental disability Tardiness Mental Health

4. Match each type of disability mentioned below with the appropriate

action by placing the correct number in the space:

a) Vision loss 1. Speak clearly and make sure

nothing is covering the mouth

b)

Deaf, deafened or hard of hearing

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

c) Learning or intellectual

disability

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

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5. Which of the following statements is correct?

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

6. The purpose of the Customer Service Standard is to: Remove barriers faced by people with disabilities Decrease the number of people with disabilities in Ontario None of the above

7. You are serving a patient who has a service animal, and another patient waiting beside him tells you they have an allergy to animals. You:

Apologize and respond that unfortunately, nothing can be done Discuss the situation with both patients and make every effort to meet

the needs of both individuals: move them far from one another

8. A resident animal can have free access to any area of the hospital. True False

9. A patient enters the elevator and an alarm goes off. You:

Ignore the patient and just wait until someone deals with the situation Take a different elevator Ask the patient if they are alone, encourage the patient to return to

their unit 10. Support persons are:

Paid professionals only Paid professionals, volunteers, friends/family members of the person

with disability

11. Which statement about persons with disabilities is true? A person’s disability always affects how he/she interact with you A person’s disability may affect how they interact with you and it

might not

THANK YOU

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© Bridgepoint Legal Entity 2013

Occupational Health and

Safety Act Bill 168

Independent Study


Overview

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

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

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Background and Context

• Bill 168 was enacted from an inquiry of an employee death in an Ontario hospital in 2005

• As a result of this new legislation, Bridgepoint Health has: - updated related policies- conducted risk assessments- devised a multi-tiered training program to support

and train staff on the new requirements


Background and Context

• Bill 168 was enacted from an inquiry of an employee death in an Ontario hospital in 2005

• As a result of this new legislation, Bridgepoint Health has: - updated related policies- conducted risk assessments- devised a multi-tiered training program to supportand train staff on the new requirements

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What is Workplace Violence?

(a) the exercise of physical force by a person against a worker, in a

workplace, that causes or could cause physical injury to the worker,

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

(b) a statement or behaviour that it is reasonable for a worker tointerpret as a threat to exercise physical force against theworker, in a workplace, that could cause physical injury to theworker


What is Workplace Harassment?

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

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

• May occur between co-workers, between subordinates and managers

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The Scope of Employer Responsibilities

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

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


The Scope of Employer Responsibilities

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

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

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Definition of the Workplace

• The workplace is not limited to the offices, buildings andworksites of Bridgepoint Health.

• Harassment which occurs outside the workplace, but whichmay adversely affect employee relationships, may alsobe interpreted as workplace harassment.


Employer’s Obligations with Respect to Domestic Violence

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

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What is Domestic Violence?

Domestic violenceincludes many different forms of abuse, mistreatment or neglect that adults or children may experience in their intimate, family or dependent relationships.


Disclosure of Personal Information

OHSA now obliges employers/supervisors to provide information to a worker, including personal information, related to the risk of violence from a person with a history of violent behaviour if the worker may encounter the person in the workplace AND if that encounter may expose the worker to the risk of physical injury.

No employer or supervisor shall disclose more personal information than is reasonably necessary to protect the worker from physical injury.

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Bill 168 and the Right to Refuse

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

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

• Workplace harassment is not a ground for refusing work


Reporting Incidents

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

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

• If the situation warrants law enforcement request the police support at 5555.

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

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Code WhiteAll Staff Response

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

• If the incident is in your area:1. Ensure Code White has been initiated2. Move all persons not involved in the response to safety 3. If safe to do so, make environment safe, remove any

objects that can be used as weapons4. Follow the instructions of the Code White Intervention Team

when it arrives • Review the full Code White policy for response procedures


Workplace Harassment / Abuse Procedure - Time for Filing a Complaint

Procedure

• If appropriate, make it known to the individual that the behaviour is offensive and unwelcome

• Keep a written record of dates, times, unacceptable behaviour and witnesses to the incidents, if any.

• Make a complaint immediately to a supervisor or to the Human Resources Department.

Time for Filing a Complaint• Any complaint must be filed within a reasonable time from when

the last incident occurred. Bridgepoint Health reserves the right to not deal with any complaint that is based on facts that occurred more than 6 months prior to the filing of the complaint.

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Investigation

• The person receiving the complaint will notify the Director,Human Resources or designate who will be responsible forconducting an investigation

• All complaints received pursuant to this policy will be consideredconfidential to the extent possible.

• The individuals involved in a complaint may be relieved of their duties and provided with a paid leave of absence from the workplace during the investigation period.

• After the investigation is completed, the complainant and the alleged defendant will be advised of the decision.


Corrective Action in Case of Workplace Violence

• Any employee that subjects another employee, client or other person to workplace violence may be subject to disciplinary action up to and including termination.

• Other persons may be removed from the workplace.

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Corrective Action in Case of Harassment and Abuse

May include any one or more of the following:• offering a formal apology• counselling an employee about appropriate behaviour• written warning placed in the employee’s Human Resource file• transfer• change of reporting line• suspension or discharge• suspension of privileges or loss of privileges for physicians in

accordance with Bridgepoint Health by-laws.


Unfounded Complaintsand Retaliation

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

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

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Conflicts with Clients, Visitors or Volunteers

• This policy relates specifically to abusive behaviour towardsstaff, physicians, visitors and volunteers by a client, visitor or volunteer

• The same definition of abuse (physical, psychological or sexual abuse/harassment) applies


Principles

• Abuse of staff members, visitors or volunteers will not be tolerated.

• Staff members, visitors and volunteers have the right to be informed of the aggressive potential of a client.

• Staff members, visitors and volunteers have the right to enact procedures to protect personal safety if there is a perceived risk of abuse from a client, family member or visitor.

• Every effort will be made to ensure staff members, visitors and volunteers affected by aggressive incidents receive full and immediate support from Bridgepoint Health, including referral for counselling assistance when appropriate.

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Principles (continued)

• All staff members, visitors and volunteers are required to report immediately to a manager if they are involved in, or witness staff, visitor or volunteer abuse.

• The appropriate manager who will interview all relevant individuals and develop and implement an action plan in consultation with Human Resources will direct the investigation. The Patient Relations Specialist may assist the manager in the investigation process.


Procedure

Client Information

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

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

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In the Event of an Incident

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

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

Procedure (continued)



Conducting an Investigation• The supervisor will ensure the emergency needs of the victim of

the reported abuse are met. This may include referral to the Occupational Health & Wellness department and the Employee Assistance Program.

– All reported abuse incidents will be thoroughly investigated. – The investigator will meet with the victim of the reported

abuse, witnesses and the alleged abuser. Risk Management and Patient Relations may be involved as required.

– An action plan will be developed, documented and implemented following the investigation. This plan of action will be communicated to the victim and the alleged abuser as appropriate.

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Conducting an Investigation• The supervisor will ensure the emergency needs of the victim of

the reported abuse are met. This may include referral to the Occupational Health & Wellness department and the Employee Assistance Program.

– All reported abuse incidents will be thoroughly investigated. – The investigator will meet with the victim of the reported

abuse, witnesses and the alleged abuser. Risk Management and Patient Relations may be involved as required.

– An action plan will be developed, documented and implemented following the investigation. This plan of action will be communicated to the victim and the alleged abuser as appropriate.


Corrective Action

• If it is determined that abuse was caused by a relative or visitor, corrective action may include:- informing the client’s relative or visitor that his/her behaviour is inappropriate

- if warranted, placing restrictions on the visitor’s visiting privileges or issuing a trespass notice- contacting the police, if sufficient evidence seems to exist to warrant criminal charges, for example physical or

sexual abuse- transferring the client to another unit or discharge.

• The manager will implement corrective action, with the assistance of Risk Management and Patient Relations as required.

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Taking Legal Action

• The manager will advise the victim of the reported abuse regarding the possibility of laying legal charges and assist the victim in contacting the police, if necessary.

• The victim of the reported abuse will inform the investigator of his/her decision regarding proceeding with legal charges.

• To protect the rights of individuals and the integrity of any police investigation, strict confidentiality must be adhered to throughout the investigation process.

• If the police are involved, Bridgepoint Health will coordinate its activities with those of the police.


Please be sure to complete BILL 168 – QUIZ

that is found in your package.

BILL 168 – AWARENESS TRAINING

QUIZ

Name: ____________________________________________________________ Please print (Last Name) (First Name)

Department/Unit: ________________________________________________

Please check ALL the correct answers for each question.

1. Bill 168 outlines amendments to the Occupational Health and Safety Act: True False

2. There have not been any changes to Bridgepoint’s policies related to Bill

168: True False

3. Which of the following actions have been taken by Bridgepoint as a result of

this new legislation? Changes to policies Risk assessments Awareness Training None of the above

4. According to Bill 168, the new definition of “Workplace Violence” now

includes both physical violence AND a threat/attempts to exercise physical violence.

True False

5. Workplace harassment means engaging in a course of vexatious (i.e.

disturbing or hostile) comments or conduct, against a worker that is known to be unwelcome.

True

False

6. The term “workplace” only refers to the offices, building and worksites of Bridgepoint Health.

True False

7. If there is a risk that is likely to endanger the worker, this worker could

notify their manager, then leave the workplace. True False

8. Harassment between two employees that occurs outside the workplace,

which negatively affect their working relationship, is considered workplace harassment.

True False

9. If you witness harassment, but are not directly involved in it yourself, you

are not expected to report it. True False

10. If an employee has been harassed, he or she has the right to refuse work.

True False

11. If you have been a victim of violence in the workplace, you are required to:

Report the incident to Security, Human Resources, or your manager If in immediate danger, initiate a Code White by calling Switchboard

Emergency, extension 5555. If in immediate danger outside of the Bridgepoint buildings, call 911. None of the above

12. Corrective action in case of workplace harassment and abuse may include:

Offering a formal apology Counselling an employee about appropriate behaviour Suspension or discharge None of the above

13. If a complaint regarding harassment was made in bad faith:

It will be disregarded with no follow up Disciplinary action may be taken against the complainant, up to and including

discharge of the complainant.

WHMIS – GHS WHMIS 2015 Training

Learning Objectives

By the end of this course, you will be able to:

1. Understand the purpose of WHMIS 2015 in your workplace 2. Recognize controlled products in your workplace 3. Know where to obtain more information on how to work safely with

controlled products

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What is WHMIS?

• WHMIS is an acronym that stands for Workplace Hazardous Materials Information System

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What is WHMIS?

• Workplace Hazardous Materials Information System (WHMIS) • Chemical Hazard Communication Standard • Protects health and safety of those working with controlled products

Key Elements Include: 1. Hazard Classification 2. Labelling of “controlled products”3. Safety Data Sheets (SDS) 4. Worker Education Programs

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Products Covered/Not Covered

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Any product covered by the Hazardous Products Act that meets specific criteria as outlined in the Hazardous Products Regulations are covered by WHMIS regulations.

There are some specific exclusions such as Consumer Products, Explosives, Pest Control Products. Just because a product may be exempt does not exclude the employer from providing workers with safe handling and storage instructions.

WHMIS 2015: Basic Requirements

Supplier Duties• Determine and classify the hazards of the product • Label products and prepare Safety Data Sheets (SDS) and provide these

to purchasers of hazardous products intended for use in a workplace

Employer/Supervisors Duties• Educate and train workers on the hazards and safe use of hazardous

products in the workplace• Ensure appropriate control measures are in place to protect the health

and safety of workers • Ensure hazardous products are properly labelled• Products are used, stored, handled and disposed of safely• Maintain SDS and provide access to up-to-date SDSs to workers

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WHMIS 2015: Basic Requirements

Employee/Worker Duties• Read and understand WHIMIS labels and SDS• Label materials when required• Wear appropriate PPE• Use, label and store products as trained• Work safely to protect themselves and their coworkers• Participate in training and follow WHMIS policies/procedures

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Hazard Groups, Classes and Categories Overview

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WHMIS Hazard Classes & Pictograms

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Compressed Gases

• Highly compressed gases contained inside• If damaged, may act as a projectile or missile and can cause serious

injury.• Handle carefully – do not drop or let fall • Store properly – Secure upright with cylinder cap on• Transport with cylinder cart• Some gases may be stored in very

cold temperatures (-180 oC)• Examples include

• Oxygen tanks

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Flammable and Combustible

• Keep away from sources of ignition as these can potentially ignite • Cigarettes, electric motors, welding, etc.

• Minimize the release of vapours• Use only in well-ventilated areas• Some substances can be dangerously reactive and self-heating• Store containers in designates areas • Examples include

• Isopropyl alcohol

• Acetone (industrial)

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Oxidizing Materials

• Products that can intensify fires or cause materials to explode• Keep away from flammable materials• Release oxygen or other oxidizing substances • Keep away from ignition sources• Examples include

• Hydrogen peroxide• Oxygen• Perchloric acid

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Dangerously Reactive Materials

• Unstable materials, cause fire or explosion when:• In contact with air• In contact with water• Heated

• May also be shock sensitive• Do not handle these types of materials unless you have been

specifically trained• Reacts strongly and quickly with water to make a lethal gas • Do not handle unless you have been specifically trained to do so*Not normally seen in Sinai Health

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Health Hazard: Acutely Toxic – Fatal/Highly Toxic

• Can cause poisoning or death even in small doses • Exposure through ingestion, skin absorption or injection, or inhalation • Handle with extreme caution • Use appropriate Personal Protective Equipment to avoid direct

contact • Work in a well ventilated area • Examples include

• Carbon Monoxide

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Health Hazard: Acutely Toxic – Harmful

• Toxic effects following exposure to small amounts• Signifies less severe health effects • May cause skin irritation, eye irritation, respiratory or skin

sensitization, target specific organs, or damage the ozone layer• Handle products with caution, and use the appropriate personal

protective equipment • Examples include

• Acetone (Industrial) • Chlorine

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Health Hazard

• Will cause chronic health effects including disease, sickness, cancer, infertility etc.

• May not cause immediate serious injury, but long term exposure without proper protection can lead to serious chronic health conditions

• Examples include:• Benzene

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Biohazardous Infectious Materials

• Indicates the potential presence of organisms or toxins that can cause disease in humans and animals

• Can be found in numerous locations in a healthcare facility, including patient care areas, labs and waste storage areas.

• Examples include: • Tissues, blood, and body fluids• Sharps containers• Anatomical or cytotoxic waste

• If an accident happens, immediately go to Occ Health or the Emergency Department

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Corrosive Materials

• Caustics and acids that can destroy the eyes/skin/respiratory tract, or eat through metals• Can cause scarring, blindness, lung injury, etc.

• Effects can be permanent• Products such as bleach, drain cleaners,

concentrated floor cleaners/strippers• Keep containers sealed and do not mix

chemicals together. • Appropriate protective equipment must be worn

when using• Examples include:

• Bleach • Drain cleaner

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WHMIS Labels

• WHMIS Labels: Supplier Labels and Workplace Labels • Suppliers must provide a label that meets requirements for Hazardous

Products Regulations for hazardous products • If a hazardous product is always used in its original container, no

workplace label is required.

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Supplier Labels

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Hazard Statements

Signal Word

Precautionary Statements

Hazard Pictograms

Product Identifier

Supplier Identifier

Workplace Label

Required when:• A hazardous product is made at the workplace and used in that workplace • A hazardous product is decanted (transferred or poured) into another

container • A supplier label becomes lost of unreadable

Not Required when a hazardous product is:• Poured into a container and will be used immediately • “Under the control of the person who decanted it” – meaning the person

who poured the product into a different container will be the only person using the product during that shift. The container must still have the product name. If the product is not used right away or if more than one person will be in control of the product, a full workplace label is required.

Not 21

Workplace Label

Label must have:1.Product Name (matching the Safety Data Sheet product name)

2.Safe Handling Precautions

3.Reference to Safety Data Sheet

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Safety Data Sheets (SDSs)

• Important resource for you to learn more about the hazards of a product and safety precautions

• Provide detailed hazard information about the product than the label

• Be familiar with a product before using

• Make sure you know where SDS are in your area• Check with your supervisor if unsure• Found in binders and intranet

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Safety Data Sheet – Sections 1-6

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1. Identification Product identifier, recommended use and restrictions on use, supplier contact information, emergency phone number

2. HazardIdentification

Hazard class and category, label elements (hazard pictogram, signal word, hazard statement and precautionary statements) and other hazards

3. Composition/Ingredients Information

Chemical name, synonyms, CAS No. and the chemical name of impurities, stabilizing solvents and stabilizing additives where classified and that contribute to the classification of the product.

4. First-aid Measures First-aid measures by route of exposure as well as most important symptoms/effects.

5. Fire-fighting Measures

Suitable (and unsuitable) extinguishing media, specific hazards, special equipment and precautions for fire fighters.

6. Accidental Release Measures

Protective equipment, emergency procedures, methods and materials for containment and clean up.


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7. Handling and Storage Precautions for safe handling, conditions for storage, including any incompatibilities.

8. Exposure Controls/PPE Exposure limits, engineering controls, PPE.

9. Physical and chemical properties

Appearance, odour, odour threshold, pH, melting/freezing point, boiling point and range, flash point, upper and lower flammable or explosive limits

10. Stability and reactivity Reactivity, chemical stability, possible hazardous reactions, conditions to avoid incompatible materials, hazardous decomposition products.

11. Toxicological information

Description of various toxic effects by route of entry,inclduing effects of acute or chronic exposure, carcinogenictiy, reporductive effects, respiraotrysenstiization.

12. Ecological information Aquatic and terrestiral toxicity (if availbale), peristenceand degradbility, bioaccumulateive potential, mobility in soil.


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13. Disposal considerations

Safe handling and methods of disposal, including contaminated packaging.

14. Transport information UN number and proper shipping name, hazard classes, packing group.

15. Regulatory information

Safety, health and environmental regulations specific to the product.

16. Other information Other information, including date of the latest revision of the SDS.

Routes of Exposure

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Personal Protective Equipment

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Working Safely with Hazardous Products

How do I…• Handle it safely?

• Have I been trained what to do?

• Use it safely?• Do I know what to do with this material?

• Store it safely?• Is the material stored in a place that is safe and easy to access?

• Dispose of it safely?• Where can I put the material when I am done with it?

If you have questions, ask your supervisor, read the product label, or consult the safety data sheet (SDS).

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Working Safely with Hazardous Products

• What health effects if I’m exposed?• What are the hazards?• Are there special handling instructions?• Are there worksite specific protocols? • Do I have the right SDS?• Is the SDS up to date?• What PPE is required to protect me?

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Incident Reporting

• If you are exposed to a hazardous substance or material, an EMPLOYEE INCIDENT REPORT must be completed immediately and brought to the Occupational Health and Safety Department or submitted online

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Emergency Situations Leak/Spill of Hazardous Materials

In the event that a significant hazardous material spill occurs which:• Cannot be handled by individuals on site or• Is immediately dangerous to health or• Is of unknown hazardous potential

The person in change of spill area should:Initiate the Emergency Spill Response – CODE BROWN by calling extension 5555Initiate the evacuation of the spill area

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1. WHMIS is:

a) A system which covers the transportation of dangerous goods. b) A system that provides information on hazardous materials used in the workplace. c) A system which deals with the labeling requirements of radioactive materials. d) None of the above.

2. Who has the direct responsibility to ensure that you receive SDSs and WHMIS education?

a) Suppliers and/or manufacturers. b) Supervisors and/or Managers. c) Union executives. d) Government Safety Inspectors.

3. Routes of entry for chemicals include:

a) Open doors and windows b) the heart and liver c) Perspiration and saliva d) Inhalation, ingestion and absorption

4. Which section of a Safety Data Sheet contains requirements for appropriate PPE?

a) First Air Measures b) Handling and Storage c) Exposure controls/ Personal Protection d) Physical and Chemicals Properties

5. Safety Data Sheets (SDSs) should be:

a) Locked up in an office b) Requested as needed from the Sinai Health library c) Provided by the materials supplier, and kept in a location available to all workers d) None of the above

6. What is the following WHMIS pictogram used for?

a) Anything the can cause cancer or other long-term exposure health effects b) Materials that area classified as health hazards c) Materials will cause chronic health effects including disease, sickness,

cancer, infertility, and more d) All of the above

Full Name: ____________________ Department: __________________ Date: _______________________

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7. Which pictogram indicates a material that can cause poisoning or death even in small doses?

a) b) c) d) 8. If you saw the following pictograms on a supplier label what would they mean?

a) This is compressed gas, and is toxic, but causes less severe health effects b) This is compressed gas, and can cause poisoning or death even in small doses c) This is an oxidizer and is corrosive d) This is compressed gas, and is flammable

9. Always assume that every new or unfamiliar chemical is hazardous. Check the SDS and label for the chemical hazards and safe handling procedures.

a) True b) False

10. Match each WHMIS classification and description with the appropriate WHMIS symbol

listed below. a) ______Corrosive Material

1. b) ______Acutely Toxic – Fatal/Highly

Toxic

2. c) _____Compressed Gas

3. d) ______ Biohazardous Infectious

Material

4.

e) ______ Oxidizing Material

5. f) ______ Flammable & Combustible

6. g) ______ Dangerously Reactive

Material

7.

h) Acutely Toxic- Harmful

8.

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