1
Q
What are the COVID-19 questions you need to self-screen for?
A
Any of the following new or worsening symptoms/signs?
- Fever or chills
- Cough
- Difficulty breathing or shortness of breath
- Sore throat or difficulty swallowing
- Runny nose/stuffy nose
- Decrease or loss of taste and smell
- Nausea, vomiting, diarrhea
- Not feeling well, extreme tiredness, sore muscles
Did I have close contact with a confirmed case or probable case without wearing appropriate PPE?
Have you travelled outside of Canada in the past 14 days?
2
Q
What are 3 steps to conflict resolution?
A
Treat others with respect
-listen, look, tone of voice, word selection
Listen until you hear and experience both sides
State your views, needs and feelings
3
Q
What can problems in the workplace cause?
A
Decrease in:
- morale
- productivity
- communication
- trust
Uneven work distribution
Not confronting issues
4
Q
On zoo site and you see a guest smoking, what do you do?
A
Approach
- politely
- get their attention
- make eye contact
- assertive posture
- firm voice
Inform
- no smoking policy
- facts only, no judgement
Acknowledge if they moved away from other people/animals
Hostile/refuse:
- listen to their feelings, then restate request
- continue to refuse, let them know I will have to notify security
- contact security
5
Q
What are important attending skills when talking to someone?
A
Environment
- Non-distracting
- Quiet
- Private
Body posture - facing them, appropriate distance, open position, lean towards them
Eye contact
Gestures - not fidgeting etc
Interested silence
6
Q
What are good reflective skills?
A
Reflecting and expressing and summarizing what they have said in your own words
Acknowledgement responses. Mmmhmm, uh huh, go on,
Reflecting content, feelings, meanings
7
Q
What are some high risk responses you should avoid when talking to someone?
A
EVALUATING AND JUDGING Agreeing/disagreeing Criticizing/blaming Diagnosing Praising (often condescending, sarcastic)
SOLVING Ordering Threatening Moralizing (you ought to try) Advising Questioning Problem solving
WITHDRAWING
Logical arguing (do you realize that..?)
Reassuring (it’s not that bad)
Diverting (that reminds me of the time when..)
Understanding (I know exactly how you’re feeling)
8
Q
What are some good keeper qualities?
A
Respects animals Detail-orientated Continuing education Public-speaking and education skills Knowledgable on H&S, policies, procedures Good attitude Good judgement skills Good conflict resolution and problem solving skills Patient Safety minded Team player
9
Q
What checks must be made before riding a bicycle on site?
A
Approved bike helmet (ON standards)
Reviewed appendix - how to safely wear helmet
Tires properly inflated
Brake pad thickness - able to safely lock wheels
Handle bars and saddle are secured in correct position
Seat is a safe and ergonomic height
Plate number properly secured and visible
10
Q
Where can you ride bikes and what rules to follow?
A
Only paved roads, except in winter (icy conditions)
Both hands on handlebars - no eating/drinking/distractions etc
Right of way given to pedestrians, animals, emergency vehicles
Use roads under same terms and conditions as other vehicles
16km/hr speed limit
11
Q
What are the 2 staff obligations under the Hazardous Materials policy?
A
Participate in WHMIS training programs and use that knowledge to protect theirs and coworkers H&S
Inform supervisor of any:
- supplier/workplace labels that have been removed, defaced, altered
- unsafe work practices of which they are aware
12
Q
What are the most frequently reported motivation factors for hate crimes?
A
Race
Religion
Sexual orientation
Gender identity and expression
13
Q
Why might a victim be reluctant to report a hate crime?
A
Not recognizing it was motivated by hate
Fear of retaliation
Embarrassment and humiliation
Uncertainty of the criminal justice systems response
14
Q
What are some hate activities?
A
Acts of violence
Verbal slurs accompanied by a threat
Vandalism of ethnic, religious, lesbian/gay, minority sites
Sexual assaults
Intimidation and harassment
Bomb threats
Public messages implying members of an identifiable group are to be despised, scorned, denied respect and made subject to ill-treatment on the basis of group affiliation
15
Q
What is the definition of a hate crime?
A
Criminal offence committed against a person or property that is motivated in any part by the offender/suspects bias, prejudice or hate based on:
race, national or ethnic origin, language, colour, religion, sex, age, mental or physical disability, sexual orientation or any other similar factor
16
Q
What is the procedure in response to incidents of hate activity?
A
All staff must report incidents to management promptly where the employee is subject to, witness of or has knowledge of a hate activity, or has reason to believe that hate activity may occur
Supervisor/Manager/Division head reports to Director Human Resources (responsible for overall implementation of this policy)
D of HR begins investigation
-police may be involved
- investigator interviews all involved parties/witnesses
- interview notes documented
- Submitted documentation weighed accordingly
- Summary findings shared with all involved parties
17
Q
What factors can contribute to cold stress?
A
Environmental conditions:
- Cold air temps
- Air movement
- Relative humidity
In addition
- Wet conditions (rain, snow, sweating)
- Contact with cold objects
- Age, health, physical condition, medication, level of acclimatization
18
Q
What are cold related illnesses?
A
CHILLBLAINS:
mild cold injury caused by prolonged and repeated exposure for several hours to air temps between 0-16C (skin will have redness, swelling, tingling and pain)
FROST NIP
mildest form of cold injury. occurs when ear lobes, nose, cheeks, fingers, toes are exposed to the cold and the top layers of skin freeze. skin of the affected area turns white and may feel numb
FROSTBITE
caused by exposure to extreme cold or contact with extremely cold objects (esp metal). Occurs when tissue temps fall below freezing point 0C or blood flow is restricted. Blood vessels may be severely and permanently damaged, blood circulation may stop in the affected tissue. causes inflammation of skin and slight pain. severe cases - may have no pain, burning, prickling sensations resulting in blisters. Frostbitten skin highly susceptible to infection and gangrene
HYPOTHERMIA
Occurs from excessive loss of body heat and consequent lowering of the inner core temperature. Shivering, confusion, loss of muscular control, slurred speech, pallor, blue extremities. Can progress to life-threatening condition: shivering stops, lose consciousness, cardiac arrest
19
Q
What are the staff responsibilities under the cold stress policy
A
Wear suitable and appropriate clothing (weather/work)
Co-operate with all measures introduced by management to minimize risks associated with exposure to cold temps - work/warm-up schedule
Comply with instructions and direction regarding cold stress awareness and training
Understand potential adverse health effects and corresponding first aid treatments
20
Q
What do you do if a staff member is experiencing symptoms of a cold related illness/injury?
A
Contact control immediately:
-contact nurse, S&S officer, Area supervisor
While waiting:
- move them from source of exposure to warm area
- gently loosen/remove constricting clothing or jewelry that may restrict circulation
- loosely cover area with sterile dressing
- place gauze between fingers/toes (absorb moisture, prevent sticking together)
- carefully/gently wrap in blanket or warm clothing
- warm affected area gradually using lukewarm water or body heat
DO NOT: rub affected area or apply dry heat break blisters allow them to drink alcohol or smoke leave them unattended
21
Q
What is the response for hypothermia?
A
Get medical help immediately
- remove from source of exposure to warm area
- ensure wet clothing is removed
- place them between blankets so body temp can rise gradually
- body to body contact may help warm them
- cover their head and neck
- give non-alcoholic/caffeine-free, warm and sweet drinks (unless rapidly losing consciousness or convulsing)
- perform CPR if they stop breathing and continue until assistance arrives
- Use AED if required
- DO NOT use hot water bottles or electric blankets to rewarm
- DO NOT leave unattended
22
Q
How do wildlife acquisitions occur and when will the zoo accept/acquire wildlife?
A
Breeding (births, hatchings, cloning e.g. coral) Trade Donation Lease, loan Transfer Purchase Collection Confiscation Presence on zoo property Rescue or rehab for release
If specimens are relevant to, and consistent with, mandate, vision, programs and activities
and
Zoo can provide care and management in accordance with professionally accepted standards and consistent with all relevant legislation
23
Q
What are reasons that transfers/transitions of animals occur?
A
Cooperative population management
(genetic, welfare, demographic or behavioural management)
Transfers may include withdrawal through:
donation,
trade,
loan, inter-intrainstitutional transfers,
sale,
escape,
theft
Transitions may include:
Reintroductions to the wild
Humane euthanasia
Natural death
24
Q
What are the high and low temperatures at which control measures are implemented for staff?
A
Low:
Forecasted temp: reach or exceed -15C
Windchill forecast: -20C
High:
Humidex reading above 30C
25
What is the normal range of a persons core body temp?
35.5 - 37.5C
26
When a persons core body temp rises above what temp can heat illnesses occur?
Above 38C
CBT can increase when the bodys temp control system is overloaded and an individual is no longer able to regulate their CBT within the normal range
27
What are the different types of heat related illnesses?
HEAT RASH
intense, itchy red skin rash.
caused by blockage of sweat ducts from prolonged wetting of the skin.
Treat: keep skin dry, wear suitable clothing, move to cooler less humid environment
HEAT CRAMPS
From sweating a lot during strenuous activity which depletes body of salts, causing painful muscle cramps (usually abdomen, arms legs).
May be early symptom of heat exhaustion
HEAT EXHAUSTION
serious condition, can develop into heat stroke. Body's response to depletion of fluid and salt due to sweating. Symptoms: heavy sweating, CBT 38C+, weak pulse with normal or low blood pressure, dizziness, feeling tired and weak, nausea and vomiting, blurred vision
HEAT STROKE - medical emergency
CBT 40C+
Symptoms: confusion, upset or acting strangely, hot dry red skin, fast pulse, headache or dizziness, passes out, convulsions
28
When would you use the Approval Form for New or Different Animal Scenario?
- Intro for breeding or group integration
- Intro between different species
- Loading/Unloading animals
- Intro to new area/exhibit
- Husbandry or procedure change
Signed by Supervisor, Manager and Curator/Lead Keeper?
29
What are reasons for euthanasia?
Medical condition
-debalitating deformity, unlikely recovery, severe uncontrollable pain
Psychological distress
Congenital (birth) defect
-undesirable in breeding population
Contagious disease
Food animals
Genetically undesirable
Excess of capacity
Deformity/incompatibility
Research
(if procedure has compromised their future well-being or suitable facilities not found)
Pest control
30
What regulations/guidelines must euthanasia procedures comply with?
Ontario Animals for Research Act
Guidelines set by:
American Veterinary Medical Association
Canadian Council for Animal Care
31
What are the two situations where euthanasia is considered part of responsible population management?
Their presence represents potential to have a significant negative impact on the maintenance of long-term genetically healthy and sustainable population
- continued well being cannot be reasonably assured
- appropriate long-term housing cannot be secured
and/or
Exhaustive search has been made to place in an approved facility following population management recommendations of the species and Responsibile Population Management, Acquisitions Transfers and Transitions Policy
-adult animals: up to 2 years given to complete search
32
What is the procedure listed in the Transport of Animal Carcass policy?
Governed by Dead Animal Disposal Act
-consideration of public (do outside visitor hours)
-use gloves at all times
-use implement to bag small animals
-prevent leakage of animal fluid
(ensure every part of carcass is in contact with truck bed when using crane, front-end loader, fork-lift)
-secure with tarp for transport
driver responsible for disinfecting vehicle:
- park on a slope
- soak with water where contact with carcass
- disinfect, rinse thoroughly, let dry
Animal Health tech responsible for cleaning and disinfecting large equipment used and chains etc:
- operater/user drops off to WHC
- tech advises when ready for pick up
33
What reasons are there for keeper reassignment?
Personal job development e.g. grade 1
Staff turnover - maintain requirements for areas
Grade coverage
Related individuals
Employee has ability and shows interest in personal skill enhancement
Safety - hazard as a result of keeper incompatibility with animals in area or keeper lost confidence in working with animals
Personality conflict
Approved leave
Light duties
Keeper request
Managements prerogative - collective agreement: "...may be required to work in any other area of the zoo"
34
What is the procedure under the External Animals on Zoo Site policy?
Every effort to prevent contact between zoo and visiting animals
Mandatory tests and vaccinations before arrival
Free of ecto/endo parasites
Cattle, sheep, goats (subject to agriculture Canada regulations) consigned for slaughter upon leaving
Zoo vet checks when they arrive on site
Animals with nasal/ocular discharge or signs of illness removed by owner
Zoo vet only provides emergency care if necessary
Substitution: owner notifies wildlife health staff prior
35
What is the procedure under the Stray and Marauding Animal policy?
Not part of collection and poses a potential danger to the health and well-being of zoo animals
Contact Control:
location, species, colour
-try to keep an eye
AC staff attempt to capture
-all employees provide support if asked to do so
Last resort: tranquilize/firearm
36
What is the procedure under the Animal Movements on Site Policy?
Must be done in compliance with ON Animals for Research Act
Includes unhatched eggs
All movements preceded by communication between WC manager, LK, vets and/or area supervisor
Internal Animal Movement Order
Veterinary Hospital Release Form
(emergency/clinically necessary moves exempt)
WC supervisor ensures animal placed/secured in appropriate transport container
Transport containers in compliance with Animals for Research Act
LAR of IATA used as reference
LK may provide additional guidelines
Vehicle arranged
-meet requirements of Animals for Research Act
(enclosed, climate controlled)
Time: before noon
Outside this time approved by head vet or WC manager
Receiving supervisor ensures appropriate accommodations made prior to move
Proper arrangements for intro/reinto established prior
S&S manager notified 24 hous in advance for dangerous or threatening animals
Urgent move = as much notice as possible
S&S coordinates arrangements to ensure public/staff safety
"Threatening" within double confinement
= accompaniment by S&S not necessary
"Dangerous" accompaniment mandatory
(2 qualified shooters from firearms team)
Non-inventory = WC/WH staff responsibility to ensure handled/transported in a way that ensures safety, comfort, and security
Necessary permits required obtained prior to move
37
What methods are animal carcasses disposed of under the
Disposal of Dead Animals and Animal-Related Waste Policy?
Routinely disposed of:
- Composting (responsibility of Hort)
- Landfill
Not appropriate for compost/landfill, too bulky to incinerate, quarantine requiring special precautions:
- bagged and sent to pathological waste disposal
- buried in designated areas
1. Donation to organization/investigator
- free of disease
- museum, TZ education branch
- quarantine: government lab for diagnosis
2. Incineration
- cut up, bagged,
- placed in dedicated pathological waste container
- stored in PM room cooler for pick up by contractor
- large carcasses sent to OVC for PM exam & incineration
3. Burial
- if too large to incinerate
- must be covered by 2ft+ of earth (ON DAD act)
- CFIA may require deeper or addition of lime/sanitizing agent
4. Food
- young of selected species euth'd to manage population
- disease free carcasses
- animals may receive some direct benefit from novel whole-animal food
Duty vet decides method of disposal, case by case basis
Burial:
Sen Dir W&S, Dir of WC&W, WC manager suggest site
Dir of F&I, Hort manager, Maintenance manager asked for input on site selection (consider location of underground services, future use plans for area)
Final selection approved by CEO, Sen Dir W&S, Dir of WC&W, WC manager, Head of Vet services
38
Disposal of Dead Animals and Animal-Related Waste is done in compliance with guidelines from where?
- ON Dead Animal Disposal Act
- ON Animals for Research Act
- Canadian Food Inspection Agency
- procedures outlined by Transport of Animal Carcass Policy
39
In what scenarios are animals transported off site?
Special events for educational programs
Promotional opportunities
Community involvement
Relocation to other facilities
40
Animal moves, both on and off site, must be done in compliance with what?
Ontario Animals for Research Act
| vehicles heated/AC
41
What is the procedure under the Animal Movements OFF Site Policy for events?
WC supervisor responsible for overseeing will ensure animal is placed and secured in appropriate transport container
Containers comply with ON AR act
- LAR of IATA as reference for size/special requirements
- LK may have additional established requirements for species or specific containers
Transportation vehicle booked by WC branch
- vehicles heated/AC as per ON AR act
- if trailer used: CVOR certified operator to drive
Keepers to carry O&D cellphone when offsite with animals
Event appearances cancelled/postpone at discretion of WC manager (welfare concerns for animal, staff, public)
42
What is the procedure under the Animal Movements OFF Site Policy for shipments?
All co-ordinated through Animal Logistics Coordinator
Outgoing/Incoming Animal Shipment Form
- signed by WC manager, approved by Dir WC&W
- forwarded to ALC
- in time to make arrangements for shipments, permits etc
- suitable space available in Quarantine and final destination within Zoo before incoming shipment can take place
ALC ensures/arranges:
- move form is complete
- transportation, accommodations and details
- permits
- scheduled to meet TZ/airport operational requirements
- generally avoid Friday shipments
- emergency restraint and capture kit in transport vehicle
WC supervisor:
- notifies S&S manager if "dangerous" or "threatening" animals
- also if animals not being moved in appropriate secured transport container
43
What is the procedure for assigned keepers under the policy Access to Gorilla & Orangutan holdings?
- use footbath
- face masks and gloves when cleaning/hosing
- wear gloves or wash hands before working with G&O
- wash hands after working in holding area (regardless of glove use)
-no eating/drinking in holding/exhibit
keeper feeling ill:
- notify supervisor
- reassigned or wear face mask
Nursery:
wear clean lab coats/overalls
dedicated boots
If animals present (not generally), responsible keeper ensures:
- no physical contact between animals and visitors
- visitors stand clear of pens
All visits from non-keeping staff logged on daily report
44
Who can be given access under the policy Access to Gorilla & Orangutan holdings?
Access restricted to
-assigned keepers (and only during work hours)
-"essential" staff on legitimate business
-approved "visitors"
by Dir of WC&W
Signed Waiver of Acknowledgement - given safety instructions and prohibitions prior to entering area
45
What is the procedure for essential staff/visitors under the policy Access to Gorilla & Orangutan holdings?
Area supervisor notified - may deny due to unusual circumstances
Footbath
Always wear face mask and glove
Supervisor asks of potential contagious health problems
(y = not allowed access)
Animals not in holding when people (other than keepers/vets) are working in the location
If animals present, responsible keeper ensures:
- no physical contact between animals and visitors
- visitors stand clear of pens
All visits from non-keeping staff logged on daily report
46
Under the Service Animals on Site policy, what areas are prohibited?
Areas with free ranging birds or direct animal contact:
```
Kids Zoo Aviary
Indo-Malaya Pavilion Aviaries
Americas - Costa Rican Aviary
Americas - Everglades Aviary
African Rainforest Pavilion Aviary
Australasia Pavilion Aviary
Waterside theatre - during scheduled Animal Shows
```
47
Under the Service Animals on Site policy, what is the procedure for admittance?
Visibly apparent
Provision of an ID card
Letter from a healthcare practitioner
..confirming the guest requires SA for reasons relating to disability
Prohibited animals under Schedule A of Toronto Municipal Code Chapter 349 not permitted on zoo grounds
In absence of required documentation, admission at discretion of guest relations manager
Owner/handler provided with Service Animal Access guide
Guest Relations notifies Control (specify type of SA) is on site for broadcast to all staff via radio
Guest unwilling to abide by policy = one of/and/or shall be consulted:
S&S manager
Director of Guest Experiences
Duty Director
48
What is the TZ Animal Care and Research Committee and what are their responsibilties?
Oversees all animal-based research and teaching/training for research purposes incl. field studies
Responsible for coordinating, reviewing and approving activities and procedures
Ensure
- policies and guidelines established in accordance with CCAC and provincial legislation (appropriate care/use of animals)
- written ACRC approval prior to animal use for R/T/T
- review protocols to ensure compliance with policies and guidelines of TZ, CCAC, ON AR ac
- confirm each protocol has undergone independent peer review and has scientific/pedagogical merit
- review, propose modifications, reject/approve amendments to an approved use protocol (ACRC approval required before changes). Major changes need new proposal
- review and approval annual renewals
- receive annual report on status of current projects
- regularly inspect animal exhibits/holdings
- implement Post Approval Monitoring program
- training/qualifications of individuals involved in care and use of animals
49
Who comprises and who does the TZ Animal Care and Research Committee report to?
Directly reports to CEO
-adhere to terms of reference of CCAC
External scientists, veterinarians and community representatives who are not affiliated with the zoo
-structured to avoid conflict of interest
Responsible for overseeing all research and teaching/training with animals for research purposes
-ensures 3R's considered
(replacement, reduction, refinement)
Establish internal policies+ procedures to ensure compliance with legislation and CCAC policies and guidelines.
Works in collaboration with animal users, vets, and WC staff to oversee the ethical and appropriate use of animals
50
Who is the TZ Animal Welfare Committee?
- Internal staff committee
- Subcomittee of and reports to TZ ACRC
- implements and reviews AW assessment process
- prepares informational reports on welfare, health etc
- these reports sent to ACRC
RESEARCH
Concerned with feasibility and welfare implications of proposed incoming animal-based research/ teaching/training incl field study
Conducts pre-screening to make recommendations on suitability of conducting these projects at TZ
Acceptable proposals forwarded to ACRC for approval
51
What are TLVs (Cold Stress Policy)?
Threshold Limit Values
-based on air temp and wind speed
For different air temp/wind speed combinations specifies:
- minimum number of warming breaks in a 4hr shift
- maximum duration of work between warming
52
What are components of the Animal-Based Research or Teaching-Training policy?
All activities using animals subject to ethical review, scientific merit, pedagogical review
- must receive written approval from ACRC
- ongoing monitoring by ACRC (as outlined under TZ Post Approval Monitoring Protocol)
- all personnel caring/using animals must be trained in protocols and demonstrate competence in high standard of care
- ACRC may stop any that fail to comply with protocols, regulatory requirements, institutional policies+procedures
53
What does the ACRC have the authority to do under the Animal-Based Research or Teaching-Training policy?
Stop any procedure that causes unnecessary or unforeseen distress or pain
Stop any procedure that deviates from the approved use
Conduct post approval monitoring of all research and teaching activities involving animals
54
How do you address an animal welfare concern?
Through proper channels as outlined by:
TZ Animal Flowchart for Reporting AW Concerns
- noted as part of daily record keeping
- can also be brought to AW committee through one of their members
- TZ Animal Welfare Concern Form
(email: AWC, printed: Mgr of Welfare Sci or WH clerk)
Serious or life-threatening concerns:
-report immediately to WC supervisor or vet
(or duty manager)
-unsure? contact Control
they then inform:
WC Manager, Dir W&W, Manager of Welfare Sci, Sen Dir of W&S and CEO
55
What does the formal animal welfare assessment process involve?
-completed based on high priority individual/species needs/concerns
-use various inputs and outputs
-WC staff trained to understand and support the process
-completed as collaboration that may include:
Mgr Welfare Sci, Sup of Behaviour Husbandry and WC, Mgr WC,
WC keepers, vets, nutrition
56
What are examples of inputs and outputs used in the AW assessment process?
```
INPUTS:
natural/individual history
facilities
programs
resrouces
procedures
```
OUTPUTS:
how animal experiences/reacts to everything provided
57
What are the four categories for overall animal welfare score in the Animal Welfare policy?
Green - good
Yellow - moderate
(implement needs to move to green)
Red - high/poor
(put on "Welfare Concern Red List"
Unknown
58
What areas do the different additional assessments cover in the Animal Welfare policy?
- animals underoing quarantine
- quality of life for geriatric or on-going health issues
- ambassador outreach or education program animals
- conservation reintroduction programs
- event impacts
- Animal Welfare Concern Red List
59
What is the process for the quality of life assessment in the Animal Welfare policy?
Used to evaluate wellbeing of geriatric or those with chronic illnesses
- Aged animal assessments based on 80% of species lifespan
- Monitor animals over time
- Performed every 6-12 months (more depending on animal and health status
- To document decline in health and welfare
Reviewed at AWC meetings
- make recommendations on priorities and solutions
- some may require immediate action
- recommendations may include adjustments to environments, palliative/hospice care, end of life decisions
60
What does the Animal Welfare policy address for outreach animals?
- assessments ongoing
- ensure overall wellbeing
- appropriate as outreach/show animals
- provided with choice and control
(e. g. to not participate)
- time limitations
61
What does the Animal Welfare policy address for event impacts?
- construction
- unusual weather events
- large planned guest events
key areas of impact on welfare taken into consideration:
- hearing and sound/vibration control
- sleep and circadian rhythm
- vision and light pollution
62
What does the Animal Welfare policy address for exhibit design?
design will include:
- option for separation of animals
- safety features allowing staff to engage in maintenance, care and training
- enrichment (physical and behavioural)
- characteristics allowing choice and control in all seasons
- safe and secure from intrudators (predators, guests)
- all aspects needed to minimize exposure to fear and distress (enclosure mates, guests)
- showcase animals with dignity and respect
- incorporate welfare messaging to educate on animal needs and promote research and conservation action
63
What is the procedure for submitting Animal Welfare Concern form?
(non life-threatening concerns)
Email: AWC
Printed: Mgr of Welfare Sci or Wildlife Health Clerk
--> to AWC
Can be done anonymously
-no negative actions/retributions for reporting
Concerns are:
- reviewed and discussed to outline steps and recommendations
- immediately addressed with preventative/corrective measures if necessary
- investigation results given to reporting individual and/or WC sup/Mgr of Welfare Sci
- Sup/Manager starts process of implementing measures
64
What does the Animal Welfare policy address for feeder animals?
policies followed to ensure highest level of welfare and euthanasia practices:
AZA guidelines for the Humane + Ethical Acquisition and Management of Vertebrate Feeder Animals (excl. fish)
-published by NAG 2017
CCAC
OMAFRA
(ON Ministry of Agriculture, Food, Rural Affairs)
TZ Nutrition Science Branch Instructions:
The Euthanasia of Feeder Animals
65
When using social media for personal use, what things should you consider?
- be encouraged to identify as TZ s/v
- avoid appearance of officially representing zoo (e.g. in my personal opinion..)
- Conduct themselves courteously and responsibly
- don't post comments that are damaging to image/reputation of TZ, BoM, City/employees/councillors
- avoid conflict of interest
- dont reveal personal or confidential information
- be respectful of other staff, board members, donors, vols (don't identify or comment about them without consent)
- Don't use zoo owned identifiers (logos)
66
What are the guidelines for social media use?
Know you're on record
- may be published elsewhere
- don't post confidential/sensitive info
- avoid conflict of interest if relates to TZ
Be clear and purposeful in your communication
- get someone to proofread to avoid misinterpretation
- refer to someone else if you don't know answers
Be transparent and accountable
Be respectful of others
- privacy
- copyright laws
Collaborate and engage with other TZ social media
67
How do you report inappropriate social media use?
Relates to the zoo:
Report to appropriate Division Head
- directly
- through their supervisor/manager
DH then consults with HR and other staff to assess what actions need to be taken
68
What issues arise when photography is released into the public domain?
personal privacy rights
ownership rights
zoo's image and reputation
69
When is photography at the zoo prohibited?
BTS by staff, volunteers, guests
except when done to:
- communicate and promote TZ in a positive way
- highlight role as leaders in conservation and science
For commercial use/financial gain:
-without full written consent of TZ
= written agreement and fees paid
= approved by Sen Dir of Strat Comm
70
What are the guidelines under the Service Animal Access guide
Remain on leash (<4ft) or confined within crate and under owner/handler control at all times
O/H fully responsible for care and supervision
Approach exhibits slowly
If zoo animals distressed/agitated, move SA futher/away
Welfare concern for zoo animals
= report to nearest staff or call control 4163925901
SA must be well behaved
disturbance for guests/animals = may be asked to leave area or zoo site
O/H responsible for cleaning up after SA
-no peeing on buildings, fences, statues, garbage bins etc
O/H assumes full and total liability for any and all damages
No prohibited animals under Schedule A of Toronto Municipal Code Chapter 349
Map of pavilions highlighting sensitive areas where SA not permitted
71
What is the definition of civility?
Treating others with dignity, respect and acting appropriately in regards to others feedings
Critical feedback is delivered respectfully, privately and courteously
Characterized by true respect for others
Being aware of others' perspectives and seeking common ground when differences occur (while recognizing differences are enriching)
Fostering inclusiveness where employee diversity is promoted and valued
72
What are ways you can promote civility and respect
Before acting, consider the impact of your words and actions on others
Be mindful about making assumptions about others’ behaviour and intentions based on your own values/beliefs
Different culture perceive different things as rude
Use English for written and verbal communication between co-workers to ensure all staff able to benefit from the same information
Take responsibility for choices and actions
Be self-aware by understanding your triggers, knowing what makes you frustrated can help you reflect on how to manage your reactions
Communicate in a professional and courteous manner in all forms at all times
Don't take your stress out on others. Use counselling resources available to staff
Be a respectful listener and use a calm tone of voice
Say please and thank you
Adopt a positive, constructive and solution driven approach to resolving conflicts
73
What is the definition of incivility?
Conducting one’s self in a
discourteous or disrespectful manner when
communicating or interacting with others.
74
What conduct/behaviours are uncivil
Shouting, swearing, loud agressive talk, gossiping, rudeness,
bullying, intimidation
Threatening comments/behaviours/actions
Unsolicited and unwelcome conduct/comment/gestures/actions/contact
that causes offence, humiliation or physical/emotional harm to any individual
75
What are some specific uncivil actions
Comment/conduct that a person ought to know would be unwelcome, offensive, embarrassing hurtful
Rudeness
Display of offensive material varies by time, place and context.
76
What behaviours are NOT uncivil
Legitimate performance/probation management
Appropriate exercise and delegation of managerial authority
Disagreement/misunderstanding if handled respectfully
Work related change of location, co-workers, job assignment
Disciplinary action
Less than optimal management
Difference of opinion if handled respectfully
77
What is the procedure for dealing with incivility?
Step 1. Talk to the person
Only after a concerted effort made by staff involved can concerns be raised to manager/supervisor
Step 2. assistance from management
Individuals must attempt to resolve issue by respectfully speaking the person directly involved, through a process of respectful discussion and active listening.
Affected individuals must work towards reaching a mutually effective resolution, in a timely manner.
All parties should have an open mind if approached by a colleague about perceived incivility and try to see the situation from others’ perspective
If issue is with direct supervisor/manager and unresolved, strongly encouraged to advise their manager or division head
Last resort: Director of Corporate Projects, HR manager or HR staff may assist
78
What is discrimination
any practice or behaviour, intentional or not, which has a negative effect on a person or group because of personal characteristics as defined by the prohibited grounds in the ON Human Rights Code
79
What is harassment
form of discrimination.
Engaging in a course of improper comment or conduct, by one person/persons towards another, that they ought to know would be unwelcome, offensive, embarrassing or hurtful.
Harassment is a pattern of behaviour, which means that more than one incident is usually required. However, a single serious incident may constitute harassment
80
What are the prohibited grounds of ON Human Rights Code (code harassment)
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Race, ancestry, place of origin
Colour, ethnic origin, citizenship
Religion
Sex, sexual orientation, gender identity or gender expression
Age, marital status, family status
Disability
Record of offences
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81
What are examples of code harassment?
slurs, derogatory remarks or threats
Inappropriate jokes, innuendos, name calling, teasing
Practical jokes resulting in embarrassment
Insulting gestures
Displaying offensive material (pin-ups, pornography, racist, homophobic)
Electronic communications to harass
Invading privacy
Spreading rumours that damage reputation
Refusing to work with another
Condescending or patronizing behaviour
Abuse of authority which undermines performance or threatens careers
Unwelcome touching, physical assault, sexual assault
82
What is workplace harassment?
improper conduct or comment, not related to a legitimate work purpose,
directed at and offensive to another person(s)
that the individual ought to know would
offend, harm, or is derogatory, demeaning or causes humiliation or embarrassment.
Usually involves a course or grouping of behaviours.
Single, serious incident causing lasting harmful effect may also constitute workplace harassment.
83
What are examples of workplace harassment?
Frequent angry shouting/yelling or blow-ups
Regular use of profanity and abusive or violent language
Physical, verbal or email threats, intimidation
Violent behaviours - slamming doors, throwing objects
Targeting individual(s) in humiliating practical jokes
Excluding, shunning, impeding work performance
Spreading gossip, rumours, negative blogging, cyberbullying
Retaliation, bullying, sabotaging
Unsubstantiated criticism, unreasonable demands
Insults, name calling
Public humiliation
Communication that is demeaning, insulting, humiliating, mocking
84
What is the first step in the procedure for discimination/harassment in the workplace
STEP #1 Informal resolution
Make known to the person immediately
-unwelcome/offensive and against policy.
-important to be clear and unambiguous
Document incidents
- written record
- date, time, place, witnesses, nature of conduct
Assistance from management
-advise supervisor/manager of concerns
-particularly if cannot confront harasser
-if harasser is supervisor, strongly encouraged advise manager/division head
(after making concerns known to their supervisor)
Assistance from HR
- can assist during informal phase to answer questions about policy or resolve concerns
- consult, advise, meet with parties
- review documentary evidence
- report back with recommendations
- assist with mediation
85
What is the second step in the procedure for discimination/harassment in the workplace
STEP #2 Formal complaint process
If Step 1 not effective or appropriate, allegations are of a serious nature, a formal complaint and investigation may be necessary. Assigned to Dir of Corporate Projects who decides if investigated or another remedy.
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Investigation
Employee submits a signed written/oral report:
-What happened
-Grounds (code or workplace)
-When (dates and times)
-Where
-Witnesses
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Division Head and Supervisor notified
Respondents to a complaint notified
-at discretion of investigator
-ASAPracticable, provided with allegations in writing
Dir. of CP determine if complainant and respondent continue in current roles/alternate reporting relationship
or other alternative
Investigation conducted
- Interviews, evidence gathered and reviewed and if broader issues contributed to complaint.
- Dir of CP may authorize use of external expertise
All interviews documented and interviewee asked to sign their statement
Investigator prepares written report
including allegations, respondents position, evidence, findings, conclusions, recommendations for corrective action
Draft report reviewed by COO to ensure thorough and complete
Report shared with complainant and respondent
Investigator meets separately with C and R to go over report and recommendations
86
What is the time limit for filing complaint under HR and Harassment in the Workplace policy?
1 year from time of alleged circumstance
exceptions made under extenuating circumstances
87
What areas are considered a workplace under under HR and Harassment in the Workplace policy?
cafeterias, washrooms, locker rooms, in vehicles, on business travel and anywhere zoo business is being conducted
88
Why would Dir of Corporate Projects refuse to investigate under HR and Harassment in the Workplace policy?
An adequate remedy exists
Complaint is frivolous, vexatious or not made in good faith
89
What other avenues for complaints exist under HR and Harassment in the Workplace policy?
Grievance under Collective Agreement
With ON HR Tribunal
ON Labour Relations Board
Criminal complaint with police
90
What is the definition of Workplace Violence
Exercise of physical force by a person against worker,
An attempt to exercise of physical force by a person against worker
Statement or behaviour that is reasonable for a worker to interpret as a threat to exercise physical force against the worker,
..in the workplace, that causes or could cause physical harm
91
What are examples of workplace violence?
Verbal or written threats of violence against employee including their family
Physical acts
(hitting, shoving, pushing, kicking)
Threatening behaviour
(shaking fists, destroying property, throwing objects)
Inappropriate joking around which may be reasonably expected to cause physical harm
92
What is the employee response procedure under Workplace Violence and Harassment policy?
Make it known their conduct must stop immediately
Remove themselves from the situation
Avoid retaliation or confrontation
Report incident immediately to their supervisor, noting:
- Date
- Time
- Location
- Nature of threat/assault
- Witnesses
Cooperate with investigation
93
What is the zoo's investigation process under the Workplace Violence and Harassment policy?
Dir of HR begins investigation
- may delegate
- may involve police
Investigator interviews all parties and documents
All relevant documentation considered
All known witnesses interviewed
Investigators conclusions shared with the parties
94
What are staff who have experienced domestic violence/threats advised to do under the Workplace Violence and Harassment policy
Seek medical assistance
Seek counselling through EAP
Advise supervisor who will advise COO
Save any threatening email, voicemail or other documentation
Obtain restraining order that includes workplace
- Keep copy
- Give copy to S&S
Provide S&S with photo of the individual
95
What does Fit for Duty mean?
mentally, physically, and emotionally able to attend at work and safely be able to perform necessary work tasks
96
What are the employees responsibilities under the Fit for Duty policy?
-Report impairment of self or others
(hazard, under OH+S act)
-Attend work fit for duty
-consult their Dr about possible medication side effects
(report these to supervisor)
-Provide documentation to nurse when requiring accommodations due to prescribed medication
-advise Sup of H+S risk due to impairment (self/others)
-exercise right to refuse work
-use EAP or other resources to assist with substance abuse problems
-participate fully in any investigations
97
What are the 3 stages of the Missing Persons policy?
Stage One
If one hour has passed, or immediately in event of small child or person of diminished capacity
Mobile search conducted
Stage Two
If two hours have passed:
As many S&S staff deployed as possible to assist search
Public announcement may be made
Stage Three
If 3 hours have passed, immediately if foul play suspected
S&S manager advises reporting party to contact police, if hasn’t been done yet
Police on site assumes full responsibility for determining further action
Staff liaise with police
Search team leaders each designated a zoogeographic area
98
What are the employees responsibilities under the Face Coverings and Masks policy?
Make sure the mask fits your face properly
Don't share it with others
Change as soon as possible if damp or dirty
Mask must be made of at least 2 layers of tightly woven material fabric (cotton, linen)
Wash hands thoroughly before taking on/off
Avoid touching face when taking on/off and while wearing it
99
When temps are above 30C, what shall managers/supervisors do as stated in the Heat Stress policy?
Provide shaded/temp shaded areas
Increase frequency and length of rest breaks
When able, provide work that allows rotation between indoor/shaded/outdoor tasks -avoid prolonged exposure
Encourage employees to move jobs to shaded areas
Increase air movement e.g. fans
Provide indoor areas with AC for breaks
When possible, schedule outdoor tasks when high temps less intense (early morning, late afternoon)
Post daily temps and high heat/humidity alerts when required
Allow employees access to fresh water and encourage drinking 250ml per hour+
100
What are the employees responsibilties under the Heat Stress policy?
Be encouraged to
- drink fluids (250ml per hour+)
- self pace, stay cool indoors/shady areas when possible
- co operate with all measures introduced by management to minimize risks
- comply with instructions and advice in regards to heat stress awareness and training
101
What is the response when employee found to be experiencing symptoms of heat exhaustion
take immediate action as this can quickly lead to heat stroke
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Contact Control who will immediately:
Activate the internal emergency response and dispatch:
Nurse
Safety & Security Officer
Area Supervisor
Contact EMS. Call 911 as required
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While waiting for help, provide first aid:
Move them to a cool place indoors or shade
Have them lie down and loosen clothing
Have them drink fluids: cool or cold water/sports drinks for salt replacement
Eat salty foods (saltine crackers)
Massage and stretch cramped muscles
102
What is the response when employee found to be experiencing symptoms of heat stroke
Call 911 - treatment should not be delayed
Move them to a cool place indoors or under shade
Place feet higher than the head to avoid shock
Remove clothing
Wrap the person in a cold wet sheet
Or sponge them with towels/sheets that are soaked in cold water
Or spray with cool water
Fan them
Put ice packs or cold compresses on the neck, under the armpits, and on the groin area
Once their temp drops back to 38C, place them in the recovery position. Do not lower their temp further
Don’t give fever reducing medicine or use rubbing alcohol
AN EMPLOYEE WITH SYMPTOMS OF HEAT RELATED ILLNESS MUST NOT BE LEFT ALONE
103
What is the procedure in the Animal Escape policy
Contact Control
“10-98”, animal type and location
Name and extension calling from
Number of animals
Last known direction animal was headed
Make known if anyone has been attacked/injured, or at risk of
Give location of animal in relation to victim
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Observe from safe location
Close area service gates and doors
Contact AC staff in vicinity
Perform first aid if necessary and safe
Crowd control
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104
What are the different classification levels in the Animal Escape policy
Dangerous
Aggressive and capable of inflicting potentially lethal wounds with little or no provocation
Threatening
May exhibit aggressive behaviour or present a safety hazard with a moderate amount of provocation
Non-Threatening
While difficult to capture, pose no threat to safety while at large, but could cause significant public interest
Venomous
See EMER-009
