Sensitivity training: human rights, diversity, accessibility and mental health

Why sensitivity is a legal requirement, not just good manners

Guards deal with the whole public. In Ontario, the PSISA Code of Conduct requires every licensee to treat all persons equally, without discrimination, and the Ontario Human Rights Code gives everyone equal rights and opportunities in services, housing and employment. BC and Alberta have their own human rights acts with similar protections.

Protected grounds

The Ontario Code of Conduct lists: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status and disability. The Human Rights Code also protects gender identity and gender expression, and other grounds in specific areas (for example record of offences in employment).

Discrimination can be:

• direct (refusing service because of a ground);
• indirect / adverse effect (a neutral rule that unfairly affects a group - for example a "no hats" rule applied to religious head coverings);
• harassment (unwelcome comments or conduct linked to a ground).