10.2 — Understanding Diversity
Canada is one of the most diverse nations in the world. Security professionals must understand and respect diversity across multiple dimensions:
- Cultural, ethnic, and religious diversity
- Gender and sexual orientation diversity
- Age diversity
- Socioeconomic diversity
- Disability and accessibility
10.3 — The Ontario Human Rights Code
The Ontario Human Rights Code prohibits discrimination based on the following protected grounds:
Protected Grounds
Race, ancestry, place of origin, colour, ethnic origin
Citizenship, creed (religion)
Sex (including pregnancy and breastfeeding)
Sexual orientation, gender identity, gender expression
Age, record of offences (in employment)
Marital status, family status
Disability (physical, mental, learning, developmental)
Duty to Accommodate: Employers and service providers have a duty to accommodate individuals based on protected grounds to the point of undue hardship.
10.4 — Recognizing and Avoiding Bias
Unconscious / Implicit BiasAutomatic associations and attitudes that affect decisions without awareness.
StereotypingApplying generalized beliefs about a group to an individual.
Racial ProfilingTargeting individuals for suspicion based on race, ethnicity, or appearance rather than behavior. Racial profiling is prohibited and can result in disciplinary action, loss of licence, and legal consequences.
Confirmation BiasSeeking information that confirms pre-existing beliefs while ignoring contradicting evidence.
Impact on Security DecisionsBiased decisions can lead to unjust treatment, legal liability, and erosion of public trust.
Strategies to Overcome BiasSelf-awareness, training, focusing on behavior rather than appearance, and following standardized procedures.
10.5 — Cultural Competency
- Understand that different cultures have different norms for communication, personal space, eye contact, and physical contact.
- Be sensitive to religious observances and accommodations (e.g., prayer times, dietary restrictions, religious garments).
- Avoid making assumptions based on a person's appearance or cultural background.
- Seek to learn about the communities you serve.
10.6 — Interacting with Vulnerable Populations
Security guards frequently interact with vulnerable individuals and must approach these interactions with empathy and professionalism:
Persons Experiencing HomelessnessTreat with dignity; offer information about shelters and services when possible.
Persons with Mental Health ConditionsRemain calm, use de-escalation, and call for specialized assistance.
Persons with Physical and Intellectual DisabilitiesAsk how to assist; communicate directly with the person.
Elderly PersonsBe patient, speak clearly, and offer assistance with mobility or directions.
Youth and ChildrenEnsure their safety; contact parents, guardians, or child protective services as appropriate.
Persons Fleeing Domestic ViolenceProvide a safe space, contact appropriate services, and maintain confidentiality.
LGBTQ2S+ Community MembersUse preferred names and pronouns; treat all individuals with equal respect.
10.7 — Accessibility for Individuals with Disabilities (AODA)
The Accessibility for Ontarians with Disabilities Act (AODA), 2005 requires organizations to identify, remove, and prevent barriers for persons with disabilities:
Customer Service Standards — Provide accessible service to all persons.
Assistive Devices — Welcome and accommodate the use of personal assistive devices.
Service Animals — Service animals must be permitted in all areas open to the public.
Support Persons — Support persons accompanying individuals with disabilities must be permitted entry.
Communication Accommodation — Provide alternative communication methods when needed.
Physical Accessibility — Ensure paths of travel, exits, and services are accessible.
10.8 — Conflict of Interest and Professional Ethics
Maintain Neutrality — Security guards must remain impartial and avoid personal bias in all professional decisions.
Avoid Conflicts of Interest — Do not accept gifts, favours, or personal benefits from clients or members of the public.
Ethical Dilemmas — When faced with an ethical dilemma, follow company policy, applicable law, and consult with your supervisor.
Professional Boundaries — Maintain appropriate professional boundaries with clients, coworkers, and members of the public.
10.9 — Harassment and Discrimination in the Workplace
- Cross-reference the AJ-SSIS Security WVHPP Training Manual for detailed policies and procedures.
- Security guards have a role in recognizing and reporting harassment and discrimination.
- Bystander responsibilities — do not ignore incidents of harassment; report them through proper channels.
10.10 — Module 10 Review Questions
Test your understanding of Module 10. The correct answer for each question is highlighted.
1. Which of the following is a protected ground under the Ontario Human Rights Code?
- A.Employment status
- B.Political affiliation
- C.Creed (religion)
- D.Level of education
2. What is racial profiling?
- A.Conducting background checks on all employees
- B.Targeting individuals for suspicion based on race or ethnicity rather than behavior
- C.Identifying suspects using physical descriptions provided by witnesses
- D.Reviewing CCTV footage to identify persons of interest
3. Under the AODA, which of the following must be permitted on premises open to the public?
- A.Personal pets of any kind
- B.Service animals accompanying persons with disabilities
- C.Emotional support animals without documentation
- D.Animals being transported for sale
4. What does "duty to accommodate" mean?
- A.Providing free parking for all employees
- B.Making adjustments to remove barriers for persons with protected characteristics, to the point of undue hardship
- C.Allowing all employees to choose their own schedules
- D.Hiring a quota of persons from each protected group
5. Which strategy helps overcome unconscious bias?
- A.Relying on gut instinct for all decisions
- B.Self-awareness, training, and following standardized procedures
- C.Avoiding interaction with diverse populations
- D.Treating all incidents as criminal matters