Service Level Standards
Security Services will operate a dispatch center that is available 24 hours per day, 7 days per week without interruption and that is accessible in person or by phone, at a minimum.
Every phone call to the standard business extension (5010) will be answered promptly (within 5 rings), unless emergency circumstances exist.
Security Services will ensure a response time of less than five minutes to any emergency calls received via an emergency phone or the 5000 (911) emergency extension.
Response to reported incidents is prioritized based on the level of seriousness. More serious incidents carry a higher priority and are responded to first with a greater allocation of resources. (eg. Life safety related incidents, crimes in progress) Less serious incidents carry less priority and are responded to secondarily with a lesser allocation of resources. (eg. Property incidents)
Upon response to reported information, an incident report will be generated within one business day.
Case review and determination for further investigation will occur within seven business days.
Reports involving personal property loss / damage / theft valued less than $1000.00 will not be automatically followed-up. These reports should be initiated on-line by the client. The onus will remain on the client to follow-up with Security Services.
Key requests and card programming requests are completed within 5 business days.
Security Services will conduct escorts within the boundaries of the Woodroffe Campus. When a request for an escort is received, the first available officer will meet with the client within 10 minutes, subject to reasonable delay due to higher priority calls at the same time.
Occupational Health and Safety – Service Level Standards
Occupational Health and Safety (OHS) will respond to all general safety inquiries by phone or by e-mail within five business days.
As per Directive A-17 Accident Reporting and Investigation, all accidents involving an injury must be immediately reported to your direct supervisor at which time an Accident/Incident report is completed. The report form can be entered on-line
Once completed the supervisor shall send a copy to Human Resources and to OHS. OHS reviews all Accident/Incident Reports within five business days
OHS deems a critical injury (Directive A18) to be an emergency and therefore will respond immediately to the call on a 24/7 basis.
All requests for ergonomic assessments must be made to your direct supervisor prior to requesting OHS to provide such service. Evaluations are made on a priority basis. If the assessment is required by direction of a physician or for accommodation, priority will be given over general requests for the service. OHS will review and perform an assessment within three weeks of the request for assessment. OHS will send an e-mail with all recommendations noted during the assessment to your direct supervisor within one weekafter the assessment has taken place.
All indoor air quality (IAQ) issues should be reported to employee’s direct supervisors. Direct supervisors will report the IAQ issues to Facilities Management. Facilities Management will conduct a preliminary investigation into the IAQ issue. If Physical Resources is unable to diagnose or fix the problem then they will bring it to the attention of OHS. OHS will conduct a preliminary assessment, reviewing all general air parameters, within two weeks of being notified by Facilities Management.