Volunteer Orientation Manual (2023)

As someone who grew up here in Ottawa, I have known and admired CHEO as anorganization that is driven by people with compassion, incredible depth in skills, and a deep commitment to caring about children and their families.

What many people may not know is that CHEO only exists today because, back in the 1960s, a group of determined volunteers – led by young moms – raised awareness, argued the case, and generated the support to turn the dream of a children’s healthcare facility into a reality. CHEO was founded by the dedication of volunteers, and to this day, our volunteers continue to be a solid foundation allowing us to provide excellent patient care to children and youth in the community. Every day our team of passionate staff, physicians, and volunteers make it possible for kids to get healthy, stay healthy and thrive.

As a CHEO volunteer, you are an ambassador for the organization and your interactions with kids and families shape how people feel about the institution. It is volunteers like you who help give CHEO the great community reputation we pride ourselves on. Here is a great little example from a letter I received from a parent whose four-year old child came to our Emergency department earlier this year:

“As a parent, I can say first hand that it is invaluable to have a facility that is geared totally to children. From the washrooms with fixtures closer to the ground (where a woozy little boy can still do things “by himself”), to volunteers handing out colouring pages in the waiting room, to the wonderful educator who explained everything to him perfectly so that he wasn’t scared of the unknown, we left that day very thankful for all the extra thought and effort that goes into treating our little people”

Every volunteer role at CHEO is valued by staff, children, youth and their families. You help us help the kids of this community.

On behalf of all CHEO, I am pleased to welcome you to our team.

Tomorrow starts right here!

Sincerely,

Alex Munter
President and Chief Executive Officer

CHEO is made up of one team.

This includes everyone - including volunteers! It's important for all volunteers to understand the vision, mission, and values of our organization.

Vision

The best life for every child and youth.

Mission

We provide exceptional care and advance how children, youth and families obtain it through partnership, research and education.

Values

• We respect each other.
• We support people on their journey.
• We innovate and challenge the status quo.
• We create new knowledge, learn and teach.

CHEO is constantly redefining what it means to be a hospital.

Exceptional and integrated care is what families, children and youth deserve.

We are committed to partnering with them and the community to provide this care — where, when and
how it’s needed.APatient Declaration of Valuesserves as a guide for how we plan to achieve true partnership among children, youth, families, caregivers and staff. It is our commitment to care.

Read more here about how we are redefining what it means to be a hospital.

This is how care at CHEO should feel:

Respectful

We are honest and trust each other. We protect privacy. We are sensitive to everyone's life experiences by respecting culture and differences.

Open

We communicate in a clear, meaningful and timely way. We create a safe space to express personal and differing views, ask questions and share feedback. We talk to our audiences in their preferred language and format.

Cooperative

We work together in an honest, purposeful and fair way to benefit everyone. We include everyone's input in all parts of our work.

Supportive

We support each other's needs. This includes physical, developmental, social, emotional, mental and spiritual needs. We provide a place to learn and grow together, and partner on shared goals. Safety is always a top priority.

French Services at CHEO

Over half a million Francophones live in Ontario, the largest group of French-speaking people outsideQuebec. At CHEO, we’re proud to offer services in French to better meet the needs of francophonepatients and families.

The French Language Services Act:

In May 1986, the Government of Ontario introduced the French Language Services Act. The Actguarantees the public the right to receive services in French in:
Ontario Government agencies and ministries;Offices in or serving areas designated under the Act.

Official bilingual designation

CHEO was granted a partial bilingual designation in 1993. We continue to work toward making sure all ofour public services meet full bilingualism requirements. To achieve a full bilingual designation, CHEOmust continually demonstrate a commitment to offer services in French. This means CHEO will identifyclients who are Francophone or who prefer to speak French when they arrive at CHEO. We will do this atmany points along the way: during pre-admission, admissions, and clinic visits. Services available to staffinclude:

• Language profile to determine language requirements for employees.
• Language assessments when hiring staff or monitoring language ability.
• French language training available to employees at CHEO
• Translation services to have documents translated into French, or proofread

Bilingualism at CHEO:

Since 1982, CHEO’s Bilingual Services department has been offering:

• Language testing
• Training
• Linguistic profiles
• Designated positions

CHEO’s Advisory Committee on French Language Services meets regularly to ensure the French languageis an integral part of services and life at CHEO. For more information on CHEO’s Official LanguagesPolicy, please ask the team in Volunteer Resources.

It is important that we involve families and youth in decision making at CHEO, not just for their own personal health decisions, but also in organizational decisions. Family and Youth Advisors provide feedback to CHEO and bring forward their own ideas, to ensure that what we do is for familes and meeting the needs of our patients and families.

Read more about our Family and Youth Advisors:

Family Advisory Council

Youth Forum

The Volunteer Resources teamis responsible for the overall management of the volunteer program, carrying out the recruitment,screening, selection, placement, orientation, support and recognition of volunteers. They advise andsupport staff who engages with volunteers. The review of a volunteer’s involvement is a sharedresponsibility between Volunteer Resources and staff. Volunteer Resources is dedicated to making avolunteer’s experience enjoyable and positive!

CHEO fosters a One Team culture in which every employee, physician, trainee, volunteer and partner feelspart of a single team that is equipped, empowered, educated and engaged; united with purpose on asingle vision.

The purpose of the volunteer programat CHEO is to engage volunteers in programs and activities that support and enhance the care that isbeing delivered to the children, youth and families, that supports a family centered care philosophy.

Volunteering at CHEO can be both a rewarding and learning experience. We hope that you have apositive experience and gain a great sense of satisfaction.

Patient Experience

How to Handle Questions, Concerns and Complaints
Our patient and family representative is here to listen to our experiences. Our aim is to ensure that all of your feedback, both positive and negative, is heard and used to enhance care at CHEO.

To reach us:

• call us at 613-737-7600 extension 3078

• email us atexperience@cheo.on.ca

Volunteer Resources should be contacted if a volunteer requests/requires special consideration to their grooming/attire due to religious practices. Special consideration will be granted if deemed safe for patient care.

If it is not deemed safe for patient care, the CHEO will make every reasonable effort to reassign the volunteer, reorganize the schedule or find another solution. If these attempts at accommodation fail, the volunteer is expected to conform to CHEO’s policy.

Any changes to scheduling as a result of Religious Observances will be accommodated. We do respectfully ask that Volunteers inform their staff supervisors of any changes to their schedule in advance, in order for their supervisor to be able to accommodate the vacancy.

In CHEO's Animal Assisted Therapy program, trained therapy dogs help cheer up our patients and help them feel less isolated.Patients can hold or pet the dogs. And since dogs make great listeners, the children and youths can talkto the animals as much as they want, which gives them a chance to express their emotions. It's just onemore way CHEO makes one’s stay a bit more like home.

Accessible Customer Service: What You Need to Know

At CHEO, we provide “customer service” through the care and support we provide. By reducing barriers and enhancing service for people with disabilities, we improve communication with patients and their families. As a result, providing accessible customer serviceis a means of providing outstanding care.

CHEO's Annual Accessibility Plan

This plan has been developed for use between 2019-2024 - and developed by the Accessibility Working group, made up of patient and family representatives and staff from across CHEO.

We want every patient, family member and visitor to feel welcome at CHEO. We want to make sure that everyone can get the most out of our hospital and services. We are committed to meeting accessibility needs for people with disabilities in a timely manner.

Our goal is to provide everyone who walks through our door with barrier-free access to our facilities, policies, programs, practices and services.

The plan is an important public document. It can be viewed here on the CHEO website: Accessibility.

Interacting and Communicating with People Who Have Disabilities

It is not uncommon for some of us to be uncomfortable around people with disabilities. We may be unsure of what to do, how to act, what is correct, and what will offend.

The most effective strategy is to be sensitive, flexible and honest. A lack of sensitivity can make the situation awkward, and may cause unintentional discrimination. Talking about disability is often difficult, partly because the appropriate terminology is unclear and often laden with negative connotations.

The most appropriate terminology, “person with a disability,” puts the emphasis on the person, not the limitation or disability. Treat people as people. Address a person with a disability by his or her first name, only when extending the same familiarity to others.

Different cultures also view disability differently and may not share the common view of disability as a physical or physiological issue. Be aware that people from other cultures may be embarrassed if you draw attention to the person with a disability.

Above all, be respectful, polite, and considerate, offer assistance, communicate effectively and don’t hesitate to ask questions. Treat all people in the same way you would wish to be treated yourself.

Terminology and Communication Tips

What’s Available at CHEO?

Some ways CHEO makes services accessible to people with disabilities include:

• Arranging and paying for sign language interpretation

• Welcoming service animals in all public areas

• Ensuring support people are welcome

• Providing wheelchair accessible bathrooms and automatic door openers

• Providing elevator, ramps and lifts to ensure access to all levels within CHEO

• Including floor indicators in Braille on all elevators

• Minimizing the use of overhead paging to reduce background noise and promote clear communication for people who are hard of hearing or have developmental disabilities

• Offering two TTY machines, allowing those unable to speak to type a text message which is then translated into a verbal message. TTY machines are located in the Emergency Department and at the switchboard. A public Bell TTY is located in the main lobby.

• Providing a Para Transpo phone in the main lobby and at the entrance of the Max Keeping wing

• Providing wheelchair accessible family lounges, including barrier-free showers

Once you have reviewed this section, please complete your Awareness Quiz by clicking the button below.

CHEO is committed to taking reasonable measures to protect volunteers and expects volunteers to adhere to all established safety related policies and procedures.
Volunteers recognize and accept that their activity may involve personal risk and could result in bodily injury or illness. It's important you are aware of the following in order to volunteer safely:

• Registered volunteers carrying out their assigned activities are covered by CHEO’s Liability insurance. To ensure coverage, volunteers must perform their activities in accordance to policies and procedures, their role description and information obtained through orientation and training.
• Volunteers are not covered by the Ontario Workplace Safety and Insurance Act and as a result, no claims for compensation pursuant to the Ontario Workplace Safety and Insurance Act may be made.
• Volunteers are not permitted to carry out clinical activities with patients, such as bathing, lifting, and or transferring. Wheelchair use will be directed and guided by program staff.
• Always alert a member of the healthcare team when you are concerned about a patient’s condition (changes /deterioration or is in visible danger). The healthcare team will assess the situation and decide on how to proceed.

• We request that friends and family do not visit or interrupt you and others while volunteering.

If you are hurt or need help:

Volunteers must immediately report any health or safety hazard and injury sustained during the course of their volunteer activity, to their program staff and Volunteer Resources. Volunteers and their supervisors are to report themselves to the Occupational Health office, Monday to Friday, between 8 a.m. and 4 p.m. for an assessment. After hours, present yourself to CHEO’s Emergency Department. All incidents must be reported and documented in the volunteer’s file with Volunteer Resources.

In order to reduce the risk of exposure to a food allergen for patients, volunteers are asked to, prior to arrival at CHEO, refrain from bringing foods that are most likely to cause severe anaphylactic reactions, such as peanuts / tree nuts. Peanut residues are oily and can easily be spread from hand-to-hand and also on surfaces. In the event of contact with “peanut products”, hand washing with liquid soap is required. Use of hand sanitizer is insufficient to get rid of peanut/nut protein residue.

Allergies to latex rubber, such as latex gloves and other medical supplies, can be prevented by protecting patients/families and staff from latex exposure. Volunteers are asked to be mindful when wearing First aid tape or bandages. CHEO uses Mylar (foil type) balloons from our gift shop.

Due to our safety and infection control guidelines, patient allergies, and limited space, we cannot accept any donations of food products, used toys, stuffed animals, books, electronic games/videos and homemade toys/crafts. While many stuffed animals and toys appear new and clean, we still cannot accept them because they may have been exposed to germs, dust, pets and bacteria. All of these create a risk to our patients who may have allergies and fragile immune systems. Items we distribute to patients and families are provided through the Foundation.

CHEO is also a scent-free environment. Avoid heavily scented products and perfumes.

When performing in a healthcare setting, all patients should be considered to be a potential source of infection. Infections can be spread from patient-to-patient, patient to staff/volunteer, staff/volunteer to patient, or from staff/volunteer to staff/volunteer.

The objective in providing volunteers with the following infection control information is to protect you from getting an illness while performing at CHEO and to protect our patients from getting an infection from you.

COVID-19 Vaccinations and CHEO volunteers:
Vaccination is an additional layer of protection that helps keep CHEO, our patients and our community safe, and is part of our commitment to each other, to the kids and caregivers we serve and to the broader community.Vaccination against COVID is now mandatory at CHEO. Please ensure that you have provided Volunteer Resources with proof ofa minimum of 2 doses (doses 1 and 2) vaccinereceipts from the Ministry,to this email:vresources@cheo.on.caprior to coming to CHEO. We strongly encourage volunteers to continue to be vaccinated against COVID by receiving booster doses at the appropriate intervals.

Why is Hand Hygiene so Important?

Two ways to clean your hands:

1. Alcohol-based hand rub (ABHR) is the preferred method when hands are not visibly soiled. The transmission of bacteria can be decreased as much as 50% by using ABHR for 15 seconds.
2. When hands are visibly soiled, hands should be washed with soap and warm water for least 15 seconds.

The Four Moments of Hand Hygiene

• Immediately before patient contact or contact with the patient's environment
• While not relevant to volunteers: before assisting with/performing an invasive procedure
• After exposure to body fluids or blood
• After patient contact or contact with the patient's environment

Additional Hand Hygiene Resources:

How will I know of an Emergency?

What if I have a safety concern, see something dangerous, or feel unsafe?

Codes:

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

How are volunteers to respond to these codes?

Code Red:

Code Blue:

Code White:

Code Orange:

Code Green:

Code Yellow:

Code Black:

Code Brown/Grey:

Code Silver

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

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

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

The CHEO Fire Alarm System

1. Alert Alarm: 1st Stage, 20 strokes per minute. When a fire alarm pull station is activated the bells will ring at 20 strokes per minute for one minute, and then stop. This does not mean “All Clear”.
2. General Alarm: 2nd Stage, 120 strokes per minute. This is only used if an evacuation is imminent. The Fire Dept. or the Fire Administrator can only order it. Upon hearing the General Alarm staff must check their area, listen for direction over the paging system and prepare to evacuate.

What is a CODE RED?

• Communications will announce the zone under alarm.
• CHEO’s Fire Response Team goes to the scene of the fire.
• All personnel return to their area of work. The designated person wears the RED VEST.
• Close all doors. Clear all hallways.
• All PSU’s are to designate one person to stand where they can hear the Paging System announcements and relay all information to the supervisor.
• Do not use elevators.

Upon discovery of fire, think SCATEE:

• SAVE lives by removing persons from immediate danger
• CONTAIN - Close door to affected area
• ALARM - Activate nearest alarm box
• TELEPHONE - dial 4444; give the exact location and nature of the emergency
• EVACUATE adjacent rooms and wait for evacuation instruction if necessary
• EXTINGUISH only if safe to do so

Why was WHMIS created?

To reduce or eliminate the incidence of injuries and illnesses resulting from exposure to hazardous materials in the workplace.

What are the main parts of WHMIS?

The main components of WHMIS are: Hazard identification and product classification Labeling (supplier an workplace labels) Material Safety Data Sheets MSDSs Worker training and education.

What are controlled products?

Controlled products is the name given to products, materials, and substances that are regulated by WHMIS legislation.All controlled products fall into one or more of six WHMIS classes. The Controlled Products Regulations specifies the criteria used to place materials within each classification. There are six (6) classes although several classes have divisions or subdivisions.Each class has a specific symbol to help people identify the hazard quickly. The classes are:Class A - Compressed Gas Class B - Flammable and Combustible Material Class C - Oxidizing Material Class D - Poisonous and Infectious Material Class E - Corrosive material Class F - Dangerously reactive material

WHMIS symbols

A: Compressed Gas B - Flammable / Combustible C: Oxidizing D1: Immediate and Serious Toxic Effects D2: Other Toxic Effects D3: Bio hazardous E: Corrosive F: Dangerously Reactive

WHMIS Labels

Almost every controlled product at CHEO must have a WHMIS label. These labels should be affixed to the controlled product so that you can read about the product inside the container. What Information should be on a Supplier Label? Product identifier Name of supplier MSDS statement Hazard symbol Risk phrase(s) Precautionary measures First Aid measures

Material Safety Data Sheets [MSDS]

MSDS are more detailed than labels. They describe the product’s properties, its hazards, and how to keep from being overexposed to it. Our suppliers are legislated to send us new MSDS sheets with every new product they deliver to CHEO. MSDS sheets will be updated every 3 years.At CHEO MSDS Sheets are kept in all of the following locations: MSDS binders are available in each department for the chemicals specific to each area. Check with your supervisor as to where they are located Occupational Health & Safety office Online, under Tools & Reference, on CHEOnet.

Should volunteers feel that they are being harassed or are witness to harassment, they have the right and responsibility to communicate this directly to the violator, to their program staff, and/or and the Coordinators of Volunteer Resources.There is no room for harassment of any kind in a workplace where people value and respect each other. Harassment is the opposite of respectful workplace behaviour. You have the right to work in an environment that is free of harassment.

Volunteer Agreements and Personal Health Information Package.

I have read and understand all the policies and procedures - now what?

First, you need to read through and sign an Agreement to Volunteer at CHEO. You can find this link here:

Agreement to Volunteer at CHEO

Next, you must read through and sign a Confidentiality Agreement. You can find this here:

CHEO Confidentiality Agreement

Do you need parking while at CHEO? Please complete the Parking Agreement here:

Parking Agreement

Finally, you must collect your personal health documentation which includes:

• The name and phone number of a person to contact in case of an emergency.
• A photo for your photo ID - must abide by the following requirements
• Image of your current appearance, taken within the lastsixmonths

• Headshot only:face and shoulders to the camera: straight-on,centeredand squared.No group photos

• Eyes open and clearly visible

• No sunglasses,hats and head coverings not worn daily for religious beliefs or medical reasons

• Quality of the photo is clear, sharp and in focus

• Neutral background (light colored wall, no pictures, trees)

• Smiling encouraged

• Vaccination form signed off by a physician
  • Results of a 2 step TB test: 2 injections, 2 readings = 4 visits to the doctor.
  • Proof of vaccination for Mumps, Measles, Rubella, and Varicella (chicken pox).
  • Proof of vaccination status for Hepatitis B and Pertussis.
  • In the absence of documentation for Varicella, Mumps, Measles, Rubella, and / or Hepatitis B, a blood test will be required to confirm immunity status.
• Both copies of your COVID-19 vaccination records.

It's important that you submit your health and personal information package in full and all at one time.

Due to the nature of this information, this must be emailed to vresources@cheo.on.caonce complete.

Download your Health and Personal Information package

Please note:

You must submit all paperwork at one time.

If you have been provided a deadline for completing your Orientation and paperwork package, and still have items outstanding, please contactvresources@cheo.on.cato let us know.

Please emailvresources@cheo.on.cato submit your information package.

What about my Police Record Check?

What about a Police Record Check?

All roles at CHEO require a Police Record Check, however they do not all require the same level of Police Record Check. We have provided you with a letter via email to upload to the Ottawa Police Servicewebsite:https://www.ottawapolice.ca/en/contact-us/Police-Record-Checks.asp

Police Records Checks may have fees involved - the volunteer is responsible for the fee upfront. CHEO commits to reimbursing volunteers the 10$ fee that Ottawa Police charges volunteers after 3 months of service to CHEO (Volunteer Probationary Period). The volunteer is responsible for requesting this reimbursement once three months has passed.

Should you have questions or concerns regarding the Police Records Check process please contactvresources@cheo.on.ca.

Role Placement

Wait - where am I volunteering?!

Volunteer Resources will place new volunteers into volunteer roles based on the following, in order:

• the needs of the organization
• the schedule of the volunteer and perceived "fit" for the role

We understand that some people hope to work in a specific program or location, though this is not always possible.

Should we not be able to immediately assign you to a volunteer role, we may invite you to be added to a casual pool of volunteers, and will prioritize you as soon as we have upcoming vacancies that suit your availability.

Volunteers are permitted to change roles, though due to the nature of the environment, the training and observation required of a new volunteer, and the challenges of scheduling over 800 volunteers, we ask that volunteers support their assigned unit for a minimum of 8-12 months prior to changing roles.

Orientation Process

CHEO Volunteer Orientation

Volunteer Resources provides an in-person orientation to life at CHEO regularly. This is an overview of the manual information presented here, as well as an opportunity to ask questions and get to know other new CHEO volunteers from across the organization.

Every volunteer is required to attend at the first available opportunity, but may begin their role before attending their orientation session.

Dates will be emailed to new volunteers once available.

Due to COVID-19, in person orientation has been suspended. A member of our team will be sure to greet you and get you oriented on your first day.

Program Specific Orientation

Program staff is responsible for the orientation, training, integration and performance of their assignedvolunteers. They liaise with Volunteer Resources, contribute feedback towards a volunteer’s integrationand assist volunteers where possible. Furthermore, they monitor and reinforce policy and procedures.

Program staff will provide specific orientation and training to volunteers assigned to perform in theirareas, based on the responsibilities outlined in the role description. They will assist with guidance, andshall be available for consultation, assistance, and direction. Volunteers agree to follow the directionand guidance of CHEO staff to which the volunteer has been assigned to carry out their activities.

On your first day as a CHEO volunteer

Present yourself to the Volunteer Resources office to register using the touch screen monitor(enter the 7 digits home phone number - no area code). You will be shown how to register for your role, and beaccompanied to your location and introduced to your program staff.

You'll get your vest, ID badge, and a big welcome from the Volunteer Resources team.

We are glad to have you on board!

Your biggest fans,

Andrea, Nanette, and Courtney.