Excellence.ca Magazine - "Achieving Excellence in a Brave New World" - November 2018 by Excellence Canada

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2018-10-21

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Committed to Delivering Excellence

Purolator congratulates all the winners of the 2018 Canada Awards for Excellence! We’re proud to support world-class Canadian businesses and organizations, helping them deliver their promises every day. Elevate your business with first-rate package visibility, network reach and security from one of Canada’s most trusted delivery companies. It’s important to you, that’s why you trust it with us.

C O N T E N T S

2 GOVERNOR GENERAL OF CANADA MESSAGE FROM HER EXCELLENCY THE RIGHT HONOURABLE JULIE PAYETTE

FEATURE GET TO KNOW THE RECIPIENTS: 2018 CANADA AWARDS FOR EXCELLENCE RECIPIENTS

PERFORMANCE EXCELLENCE SUMMIT & CANADA AWARDS FOR EXCELLENCE PROGRAMME

Centrefold

SPOTLIGHT: 2018 ORDER OF EXCELLENCE RECIPIENTS 24 An Eight Year Journey Towards Excellence AIP began its journey towards Excellence in 2010. Throughout this journey, AIP’s goal was to ensure continuous improvement in organizational quality and healthy workplace practices. John van den Hoven

42 Journey to Excellence

Workplace wellness has been paramount in planning and decisionmaking at Michael Garron Hospital (MGH) for many years. Our mission: Create Health. Build Community must first start within the walls of the hospital with our own people. Sarah Downey

9 Do You Check Your Phone Before You Brush Your Teeth in the Morning?

In the face of this brand new world, we need to find ways to persevere, protect, and perform. One thing is for certain. You are the only person capable of building stress resiliency for yourself. Jonathan La Greca

13 Leading from Within

Alberta Blue Cross is a recipient of the Canada Awards for Excellence – Silver, Healthy Workplace® Award in 2018

5 WELCOME FROM THE PRESIDENT

14 At Manulife, Wellness Matters

Manulife is a recipient of the Canada Awards for Excellence – Gold, Mental Health at Work and Healthy Workplace® Award in 2018

PERFORMANCE EXCELLENCE SUMMIT & 34 TH CANADA AWARDS FOR EXCELLENCE

MESSAGE DE LA GOUVERNEURE GÉNÉRALE

MESSAGE FROM THE GOVERNOR GENERAL

PERFORMANCE EXCELLENCE SUMMIT & CANADA AWARDS FOR EXCELLENCE F E A T U R E D

ISSUE | NOVEMBER 2018

EDITORIAL

C O N T R I B U T O R S

SARAH DOWNEY

EDITOR-IN-CHIEF / ALLAN N. EBEDES COPY EDITOR / BEVERLEY KRONE AND BONITA SAVARD CREATIVE DIRECTOR / NIKI MARUSIC ADVERTISING NIKI MARUSIC TEL: 416.251.7600 ext. 231 HOW TO REACH US Please address all correspondence to:

MICHAEL GARRON HOSPITAL, TORONTO EAST HEALTH NETWORK Sarah Downey, President and CEO of Michael Garron Hospital, is a senior healthcare leader whose experience spans two decades of professional engagement in both academic health-science centres and in complex multi-institutional organizations. Sarah has a Master of Health Administration from the University of Ottawa and holds a Certified Health Executive designation from the Canadian College of Health Leaders.

EXCELLENCE CANADA North American Life Centre

JONATHAN LA GRECA

5 7 0 0 Yo n g e S t r e e t , S u i t e 2 0 0 To r o n t o , O N M 2 M 4 K 2 T E L : 4 1 6 . 2 5 1 . 7 6 0 0 • FA X : 4 1 6 . 2 5 1 . 9 1 3 1 EMAIL: info@excellence.ca WWW.EXCELLENCE.CA ADVERTISING INQUIRIES TEL: 416.251.7600 ext. 231 ads@excellence.ca COPYRIGHT IDEAS AND OPINIONS EXPRESSED IN THE ARTICLES

GENTLEMIND FOUNDER AND MINDFULNESS COACH After leading high performing teams across 5 different industries over the last 15 years, Jonathan La Greca recognized that regardless of the industry or the organization, stress and anxiety are pervasive. Having improved his own professional and personal performance by studying and practicing mindfulness and meditation over the past decade, it took a very challenging life experience to provide Jonathan with the courage to launch GentleMind (www.gentlemind.ca) in 2014. Jonathan’s goal is to help others accelerate their mindfulness learning journey to uncover ways to improve their professional and personal lives.

DO NOT NECESSARILY REFLECT THE VIEWS OF EXCELLENCE CANADA OR THE PUBLISHER. NO PART OF THIS PUBLICATION MAY BE USED WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER. P R I N T I N G PA RT N E R SUN PRINTING HOUSE LTD.

JOHN VAN DEN HOVEN

HEAD, ARCHITECTURE, INFORMATION MANAGEMENT AND PMO BRANCH, CAC, TBS A Senior Information Systems Leader, Strategist, and Architect with over 25 years of progressive leadership, management, and consulting experience spanning all strategic areas of IT. John leads the Architecture, Information Management, and Project Management Office team providing leadership in architecture, information management, project delivery, and project and portfolio management to the CAC and its business clients.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 4

L E T T E R

F R O M

T H E

P R E S I D E N T

Achieving excellence in a brave new world

ALLAN N. EBEDES President & CEO Exc el l enc e Canada

On behalf of the Board of Governors and the Board of Directors of Excellence Canada, I would like to welcome you to the 34th annual Canada Awards for Excellence and Performance Excellence Summit. The theme of this year’s Summit is: Achieving Excellence in a Brave New World – Preserve. Protect. Perform. Aldous Huxley wrote the novel “Brave New World” in 1931, and along with George Orwell’s “1984”, his chilling novel is one of the most famous dystopian science-fiction novels in the English language. And although it is now 87 years after Huxley’s book was published, we think that this theme is appropriate for today given all the change and challenges that Canada and indeed the world, is dealing with: cyber security; cannabis legalization in Canada; President Donald Trump; a new USMCA free trade agreement; global climate change; the need for greater corporate governance; mental health in the workplace; the #MeToo movement; to name but a few! We believe that we have crafted an educational and enjoyable program for you today. Our keynote morning speaker, Dr. Lance Secretan, Founder and CEO of The Secretan Center, will challenge us with his new book called The Bellwether Effect. Sevaun Palvetzian, CEO of CivicAction, will inspire us with a talk about Expanding the Brain Trust: New Players & Action in Mental Health. Rahul Bhardwaj, President & CEO, Institute of Corporate Directors, will talk about How Corporate Governance can be Canada’s Global Competitive Advantage.

At lunch we will be enlightened and entertained by Terry O’Reilly host of award winning CBC Radio Show, “Under the Influence” about The Power of Counterintuitive Thinking. After lunch we will celebrate the achievements of three great Canadians by presenting the Board of Governors’ Recognition of Achievement awards to Peter Mansbridge, O.C., former Chief Correspondent of CBC; Rick Mercer, O.C., Canadian Comedian, political satirist and author; George Cope, O.C., President & CEO, BCE Inc. Bell Canada. During the afternoon we will be presenting the Canada Awards for Excellence to 23 outstanding organizations in the private, public, and not-for-profit sectors from across Canada. Our sincere congratulations to all the award recipients. Thank you for joining us today. We hope that you will return home ready for the “Brave New World of 2018-2019” with new and innovative ideas on how to help your organizations “Preserve, Protect and Perform!”

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 5

B O A R D

O F

D I R E C T O R S

Colin Brown VP Operations Engineers Canada

Laura Nashman Chief Executive Officer

BC Pension Corporation

Neil Crawford Corporate Director

Richard Perri Chief Financial Officer Ricoh Canada Inc.

Dr. Hugh Drouin Commissioner, Social Services Regional Municipality of Durham

Shirlee Sharkey Chair, Excellence Canada President & Chief Executive Officer Saint Elizabeth

Allan N. Ebedes President & Chief Executive Officer

Excellence Canada

John Wilson Founder & CEO CEO Global Network Inc.

Together, we are making a difference! Excellence Canada continues to inspire organizational excellence in Canada. Allan Ebedes, President & CEO would like to thank our Board of Directors, Board of Governors and Partners for their commitment and continued support. Allan N. Ebedes President & Chief Executive Officer Excellence Canada

B O A R D

O F

G O V E R N O R S

Jeffrey Abbott ISIM Director,Currency Department Bank of Canada

Colin Brown VP Operations Engineers Canada

Rodney C. Cook Vice President, Workplace Health and Safety Services Workplace Safety & Insurance Board

Neil Crawford Corporate Director

Marie Doherty Director, Client Service Team Queen’s University

Dr. Hugh Drouin Commissioner, Social Services Regional Municipality of Durham

Allan Ebedes President & Chief Executive Officer Excellence Canada

Jennifer Elia AVP Client Experience, Integrated Health Solutions Sun Life Financial Canada

Kevin Ford President & Chief Executive Officer Calian Group Ltd.

Lorraine Glendenning Director, Strategy and Performance Service Nova Scotia

Ed Kane Assistant Vice President, University Services Carleton University

Dr. Peter Legge Chairman & Chief Executive Officer / Publisher Canada Wide Media Limited

Christine MacDonald AVP, Wellness, Disability & Life Manulife

Michael Moser Senior Director of Strategy, Finance & Operations CBC Communications, Marketing and Brand

Samantha Murray Change Management Advisor, Office of the Associate Provost University of Waterloo

Bob Nakagawa Registrar College of Pharmacists of British Columbia

Laura Nashman Chief Executive Officer BC Pension Corporation

Don O’Leary

Daniel O’Rourke Vice President, Global Operations Enablement Ceridian HCM Canada

Antoine Pappalardo President Trans Capital Air Ltd.

Richard Perri Chief Financial Officer Ricoh Canada Inc.

David Rennie Executive Director, Strategies & Initiatives Regional Municipality of York

Gary Seveny Past Chair, Excellence Canada

Andy Taylor Chief Administrative Officer City of Markham

David Thompson Chief Executive Officer Canadian Forces Housing Agency

Christine van Staden Regional Vice President, Group Customer Toronto Consultant Office Great-West Life

Director & Founder Odawa Group Inc.

VP Finance, Administration & Risk University of Guelph

Shirlee Sharkey Chair, Excellence Canada President & Chief Executive Officer Saint Elizabeth

John Wilson Founder & CEO CEO Global Network Inc.

View all Board of Director profiles online at www.excellence.ca/ about-us/board-of-directors and Board of Governors at www.excellence.ca/about-us/board-of-governors

B R IG H T

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DO YOU CHECK YOUR PHONE BEFORE YOU BRUSH YOUR TEETH IN THE MORNING? BY J ONAT HA N L A G RECA

We live in a brave new world. One that looks very different than our world did just 10 years ago. I started GentleMind, a mindfulness education and coaching organization, in 2014 to help people build stress resiliency in the face of change and disruption. I often start the “Introduction to Mindfulness” workshops that I run by asking people to close their eyes and visualize what life was like in 2008. I ask them to recall where they were working, who they spent their time with, and what vacations they took that year. Then, I ask them to compare that to 2018 and ask the participants if anybody feels less stressed or less busy than

they did 10 years ago and on average less than 10% of the people in the room put up their hand. When I ask if anyone thinks things will become any easier 10 years from now in 2028, I am often met with smiles and laughter. We are amidst the 4th industrial revolution, where for the first time, technology is interacting directly with biological systems. Things are only going to accelerate and realistically, we will get busier and more stressed. What are you doing to prepare your body and mind for the new realities ahead?

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 9

DO YOU CHECK YOUR PHONE BEFORE YOU BRUSH YOUR TEETH IN THE MORNING? Checking your phone before brushing your teeth – a leading stress indicator I have a confession to make. Despite being a huge proponent of mindfulness for the past 15 years, until recently, I started each morning thinking about all the things I “had” to do, not the endless possibilities of experiences I might enjoy. My first moments of consciousness in the morning started with an incredibly strong compulsion to grab my phone and respond to emails. Clearly, I’m not alone. An IDC research report showed that 79% of 18-44 year olds use their phone with 15 minutes of waking, and 62% of them reach for their phones immediately upon waking up. The numbers for 18-24 year olds is even scarier as the numbers rise to 89% and 74% respectively. But why is checking your phone first thing in the morning a problem? “When we wake up in the morning and turn our phone over to see a list of notifications - it frames the experience of ‘waking up in the morning’ around a menu of all the things I’ve missed since yesterday” - Tristan Harris, former Google Design Ethicist. Aside from the fact that you are priming your brain to feel that you are behind and catching up on events that had happened yesterday, you are also priming yourself to be in a reactive and rushed state of mind. There is research that shows that once you’ve started your day in a reactive state focused on the many to do items you have, it is harder for your brain to switch back to strategically and proactively planning out your day. Also, when you rely so heavily on your phone, you become addicted to the notifications and the stress of external demands lead to a chronic exposure to cortisol, which can affect your immune system. Is this really how we want our lives to unfold? How to start building stress resiliency in a small and simple way. In the face of this brand new world, we need to find ways to persevere, protect, and perform. One thing is for certain. You are the only person capable of building stress resiliency for yourself. Recognizing this, I recently made a commitment to build stress resiliency by replacing the need to check my phone first thing in the morning with a positive habit instead. Having worked with a variety of different organizations to implement mindfulness habits, I’ve come to notice that one of the reasons we don’t sustain new habits is that we often bite off more than we can chew. I’ve learned that the key to building a positive habit is to start off with something small and simple by building a microhabit and once that is established, you can build from there. So by starting with something as small and simple as committing to not checking my phone until after I brush my teeth, I am slowly building stress resiliency. To further enhance my mornings I have replaced that behaviour with a simple 30 mindful seconds. Does this sound like something you could do?

Replacing checking your phone with 30 mindful seconds in the morning If you’d like to replace checking your phone in the morning with 30 mindful seconds, here are 5 simple mindfulness exercises for you to use. You could focus on just one of these or go through all of them as part of a new morning routine. I use the acronym STAGE to set the stage for a positive day: S - Smile. According the facial feedback hypothesis, facial movement can influence emotional experience. I prime my 30 mindful seconds with a smile and think of something or someone positive. T - Touch. When we are lost in our thoughts and to do lists we often lose sight of our surroundings. I take a moment to feel the physical sensations of my bed, my pillow, and my sheets. A - Audio. I tune in to any sounds I hear and if I don’t hear any sounds, I enjoy the silence. G - Gratitude. I try to think of one thing I am grateful for and say thank you and smile again. E - Exhale. I wrap up my 30 mindful seconds by enjoying a few deep breaths. I pay extra attention to the exhale and how the body softens and relaxes during it. Are you ready to start building stress resiliency? It seems to be working. I feel that I am winning some of the control back. For the last 121 days, the world hasn’t imploded because I haven’t checked my email or text messages until after having brushed my teeth. Furthermore, I find my mornings much more refreshing and when I finally do check my phone, I feel much more apt to deal with the tasks awaiting me. Overall, I’ve noticed my reliance on my phone to be decreasing. Is this enough to win against the accelerating change that technology disruption is bringing? Probably not, but it is a step in the right direction. By starting with something small and simple, I am building the foundation of stress resiliency that will help me persevere, protect, and perform in the coming face of disruptions and change.

If you want to start building stress resiliency, feel free to join one of the free mindfulness challenges. All you need to do is to commit to finding 30 seconds of daily mindfulness and Gentlemind.ca will provide you with the exercises, tips, and encouragement to help you along the way. If you or someone you know could benefit from this challenge, don’t be shy to email us at unwind@gentlemind.ca

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 10

O ne in five peop le i n Canada exp eri ence s a men tal h ealth p rob lem or i llness. Many o f th e most at-risk i ndi vi dual s are i n t heir early worki ng years. 1 1

Ment a l H ea lt h Co mm i ssi o n o f Ca n a d a

Your employees’ mental health is critically important—it has a direct impact on your organization's productivity and bottom line. That’s why Excellence Canada offers the Mental Health at Work Framework—an integrated step-bystep approach to continual improvement towards achieving a psychologically healthy and safe workplace. By implementing our program, you can expect to: lower costs associated with disability, absenteeism, and presenteeism; increase productivity; and create a culture focused on the well-being and resilience of your employees. Invest in your employees' mental health today, it's the right thing to do! Download the requirements at excellence.ca/Mental-Health-at-Work

Champion of Mental Health at Work

North American Life Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2 | tf. 800.263.9648 | t. 416.251.7600 | www.excellence.ca

OUR VIEW, TOO.

Just like you, we know the opportunities and challenges of providing health and wellness resources that support employee health.

See how our workplace wellness solutions can work for you, your employees and their families. Contact us today.

chooseblue.ca 1.866.513.2555 Photo by Katarina Kaempfe, Alberta Blue Cross employee.

®*The Blue Cross symbol and name are registered marks of the Canadian Association of Blue Cross Plans, an association of independent Blue Cross plans. Licensed to ABC Benefits Corporation for use in operating the Alberta Blue Cross Plan. ®† Blue Shield is a registered trade-mark of the Blue Cross Blue Shield Association. ABC 83946 2018/10

Leading from within Recipient of the Canada Awards for Excellence– Silver, Healthy Workplace ® Award in 2018 When Alberta Blue Cross achieved Excellence Canada’s Silver certification in Healthy Workplaces, the first thing we did was share this exciting news with our employees. As a champion for workplace wellness and a health benefit provider focused on wellness promotion, we firmly believe that affecting positive change in wellness begins with our own workplace. Recognizing that our employees are truly our most valuable asset, and recognizing the direct link between talented and engaged employees and business success, we are committed to leading practices on workplace wellness and ensuring our people have the programs and support they need to drive successful behavior change. Our wellness team works with employees to find out what their health and wellness needs are and what we can do to help them reach their health and wellness goals. We listen to our employees, and are committed to ensuring that Alberta Blue Cross is among the best employers in the Alberta, among the healthiest workplaces in the country and a recognized leader in workplace wellness. By implementing wellness into our business processes, we’ve seen tremendous results—including a more productive, engaged and happy workforce. But while our wellness commitment starts with our own employees, this commitment extends to all our customers and communities. We believe in leading from within, exemplifying best practices as the healthiest workplace in Alberta. We’re committed to not only helping our customers maintain their health but also promoting their wellness through every age and stage of life. Why wellness? With health-care spending reaching unsustainable levels across Canada, it’s time for a shift not only in paradigms, but also in personal accountability as we change our focus on treatment and rehabilitation to preventive wellness. A fundamental part of our “Blue For Life” vision at Alberta Blue Cross is an expanded focus on wellness—to ensure that the individuals and communities we serve are not only healthy but also well. We are a benefit provider and this is our core business, but our core belief moves beyond benefits as we believe all communities deserve the tools to be well and live well. Viewing the business of health benefits through the lens of wellness has provided us with greater clarity on our evolution from where Alberta Blue Cross began to where we are going—the evolution from health to wellness.

For our plan members, this means benefit plans that provide a focus on prevention and maintenance to support them in staying well. This includes Balance, our comprehensive online wellness program. Balance not only includes health risk assessment tools, health trackers and interactive tutorials, but also provides plan members with the opportunity to receive wellness-inspired rewards ranging from gift cards to fitness equipment. For the thousands of employer group benefit plans we administer—for groups ranging from a few employees up to tens of thousands—our commitment to wellness means benefit plans designed to deliver flexibility and choice. In many cases, these plans are complemented with Health Spending Accounts to address the diverse needs and interests of employees and Wellness Spending Accounts to support all aspects of employee well-being by reimbursing a broad range of expenses to maintain and enhance wellness. Our Balance wellness program also contains a number of features specifically for employers, including the Excellence Canada Healthy Workplace® Essentials program and the opportunity to access aggregate data on employee population health empowering them to make decisions that directly impact and support their employees. As a champion for workplace wellness, Alberta Blue Cross also hosts workplacewellnessonline.ca, chairs the Alberta Workplace Wellness Network and supports a wide range of workplace wellness events including the annual Canadian Mental Health Association’s Working Stronger conference. For the communities we serve, our commitment to wellness means taking an active role in health and wellness promotion initiatives, programs and campaigns. Put together, all of these programs and initiatives will support Albertans as they gain the confidence they need to take small steps towards developing health habits for life. We’re committed to providing preventative programs and services to help our customers reach their maximum potential through wellness. If you’re interested in wellness in your workplace or share our commitment, we’d love to talk with you—whether to share our best practices, learn from your practices or collaborate in the shared interest of making a bigger impact on the wellness of our communities. Please reach out to Mark Razzolini, Vice President of People, Wellness and Innovation, by phone at 780-498-8507 or email mrazzoli@ab.bluecross.ca.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 13

At Manulife, Wellness Matters Recipient of the Canada Awards for Excellence– Gold, Mental Health at Work and Healthy Workplace ® Award in 2018

Imagine you’re suffering from a mental health issue, but you can’t afford to see a therapist. There are days you can’t get out of bed – so you call in sick. Those days start to add up, and you fall behind with work. Things get worse, and you end up taking a disability leave. Then you come back to work, but without help, the cycle just repeats itself. It’s a pretty bleak scenario. According to the Canadian Mental Health Association, an estimated one in five Canadians will experience mental illness in their lifetime – and a good percentage of those won’t be able to afford the cost of therapy. For most employers, mental health challenges are the leading cause of short- and long-term disability claims, with the numbers being particularly high for people under 40. So mental health isn’t just a health issue – it’s also a business issue. But what would happen if financial barriers to care were removed? A couple of years ago, Manulife asked that question – and the answer was a groundbreaking new benefit for all our Canadian employees. In 2017, as part of its benefits plan, Manulife announced a new core mental health benefit for all employees and dependents: $10,000 per person, per year in mental health coverage, at no cost to employees. There aren’t many companies out there that do something like this – it’s one

of the highest mental health benefits offered by a Canadian employer, and it goes a long way to eliminating the financial barrier of getting help. Manulife has also expanded the types of practitioners employees can access, which adds flexibility, and mental health has been separated out from other paramedical services like massage and physiotherapy, which allows them to focus the entire $10,000 on mental wellness. More employees are getting the help they need In 2017, mental health practitioner claims increased by 400%, there were 13% fewer short-term disability claims related to mental health, and 17% more employees with a mental health diagnosis returned to work. The result? Less money paid out in disability claims, higher productivity – and a healthier, more engaged workforce. Employee feedback has been overwhelmingly positive – there’s a sense that the Company genuinely cares about the well-being of their people. “I couldn’t be prouder of this fantastic and forwardthinking decision by Manulife!” says one employee. “It shows real commitment to investing in the well-being if its most valuable asset – employees.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 14

Cont’d...

AT MANULIFE, WELLNESS MATTERS

Looking at the big picture The mental health benefit is just one piece of Manulife’s commitment to employee wellness. Our journey started in 2011, then accelerated in 2014 when we took part in the Mental Health Commission of Canada’s Early Adopter case study. We applied the Psychological Health and Safety in the Workplace standard to our organization, and immediately saw what a dramatic difference it could make in engagement and productivity. Since then, Manulife has implemented a variety of wellness initiatives, including: • Branded initiatives that promote all aspects of wellness, workplace flexibility and balance. A national wellness program which offers lifestyle coaching, fitness options, healthy eating tips, stress management support, and more. • A focus on healthy workspaces that includes sit-stand desks, natural light, collaboration spaces and ergonomic support. • An active national network of wellness champions. • Annual health risk assessment and onsite biometric screenings for employees. • The launch of Manulife Vitality, a program that rewards customers for healthy choices with discounts in their life insurance premiums. • Wellness-focused investments in the communities we serve, including primary sponsorship of Ride for Heart and a strong emphasis on volunteerism across the company.

•

Regular employee feedback opportunities around engagement for continuous improvement.

A healthy workplace has big benefits Enabling employees to bring their healthiest selves to work every day has zero negatives – and more positives than you can count. It reduces stress, enhances job satisfaction and improves lives. And the benefits extend beyond the office, helping families and enhancing communities. But it isn’t just the right thing to do, it’s also good business. A comprehensive wellness strategy increases engagement, improves recruitment and retention, and cuts down on absenteeism and presenteeism (when people are physically present, but mentally distracted). Plus, it reduces disability and drug claims, saving the company money. Support from the top is vital Want to make wellness a priority in your workplace? There’s one thing you’ll need beyond big plans and good intentions. You need buy-in from the top, making it a core part of your business strategy, with senior executives walking the talk and supporting initiatives in a genuine, long-term way. “At Manulife, we strive to make decisions easier and lives better, not only for our customers but also our employees who are dedicated to serving them,” says Mike Doughty, President and CEO, Canadian Division, Manulife. “That’s why we offer innovative health and financial solutions to the millions of Canadians who trust us to protect what’s most important to them. When our communities and workplaces are healthy, we all benefit.” The wellness program has delivered a stronger, healthier workplace for employees – and enhanced how we can serve our customers. Through wellness and other initiatives, Manulife is reaching higher, engaging employees – and ultimately, helping make life better for our employees and customers alike.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 15

M a n u l i f e i s E xc e l l e n c e C a n a da ’ s ch a m p i o n o f e x c e l l e n c e f o r m e n ta l H e a l t h at w o r k

A commitment that made headlines It’s a story that captured significant public interest. Forty-six media outlets including Global News, the Globe & Mail, Radio Canada and trade publications spread the word about the company’s exciting commitment to mental health. We’ve also shared the results with our Group Benefits clients – now we can show them how great the mental health benefit is for their employees instead of just telling them. It has made Manulife a better partner in mental health for our customers. Mental health experts agree: “Evidence-based mental health care is out of reach for many Canadians because it is not funded by our public health care systems,” said a representative of the Canadian Psychological Association. “Manulife is setting an extraordinary example by ensuring all its employees and their families can access effective mental health care when and where they need it.”

Proud to support Excellence Canada AND ITS VISION TO PROMOTE AND ENABLE EXCELLENCE IN EVERY ORGANIZATION IN CANADA

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18-10-11 4:37 PM

get to know the recipients 2018 CANADA AWARDS FOR EXCELLENCE RECIPIENTS

faites connaissance avec les lauréats RÉCIPIENDAIRES DES PRIX RÉCIPIENDAIRES DES PRIX CANADA CANADA POUR L’EXCELLENCE POUR 2018L’EXCELLENCE 2016

The Canada Awards for Excellence is the nation’s pre-eminent recognition of organizational excellence award. The program involves meeting and exceeding rigourous Standards and Requirements, demonstration of continuous improvement, measurement of progress, and verification by an external team of volunteers from Excellence Canada. T H E AWA R D I S T H E S TA N D A R D O F E X C E L L E N C E . T H E S E AWA R DS A R E P R E S E N T E D A N N U A L LY. To receive the Award, an organization must demonstrate outstanding performance in the appropriate award category including Excellence, Innovation and Wellness®, Quality, Healthy Workplace® and Mental Health at Work. The recipients are role models of excellence in the areas of leadership, governance, strategy, planning, customer experience, employee engagement, innovation and wellness. The organizations come from the private, public and not-forprofit sectors, from coast to coast. Each has a unique story to tell of their excellence journey, but one thing that they all have in common is a focus on continuous improvement and the pursuit of excellence. Embarking on an excellence journey takes time and effort. To support organizations on their journey, Excellence Canada offers comprehensive products, tools, and services to help at every stage of the journey - and valuable connections to a network of organizations that have achieved the standards or are en route to achieving them. Years of planning, hard work and dedication go into achieving and sustaining the high levels of performance that merit these awards. Please join with us as we celebrate these achievements. Here’s to Canadian excellence and the 2018 Award recipients….Congratulations! For more information, visit www.excellence.ca/awards

Les Prix Canada pour l’excellence sont les plus hautes distinctions remises au Canada pour l’excellence organisationnelle. Il s’agit d’un programme qui prévoit que les organisations en quête d’excellence doivent atteindre et dépasser des normes et des exigences rigoureuses, et se soumettre à des évaluations des progrès accomplis et à des vérifications de la part d’une équipe externe d’Excellence Canada. LE PRIX EST LA NORME DE L’ E X C E L L E N C E . L E S P R I X SONT REMIS CHAQUE ANNÉE. Les prix sont attribués à des organisations qui ont démontré un rendement exceptionnel dans l’une des catégories suivantes : Excellence, Innovation et mieuxêtre, Qualité et Milieu de travail sain et Santé mentale au travail. Les récipiendaires sont des modèles d’excellence dans les domaines du leadership, de la gouvernance, de la stratégie, de la planification, de l’expérience client, de l’engagement des employés, de l’innovation et du mieux-être. Il s’agit d’organisations des secteurs public, privé et sans but lucratif d’un océan à l’autre. Le vécu de chacune d’entre elles est unique, mais elles ont tous une chose en commun – elles sont axées sur l’amélioration continue et sur la poursuite de l’excellence. La quête de l’excellence exige temps et effort. Pour appuyer les organisations dans cette aventure, le programme d’Excellence Canada offre une gamme complète de produits, d’outils et de services à toutes les étapes. Il offre aussi des liens précieux avec un réseau d’organisations qui ont atteint les normes requises ou qui sont en voie de le faire. L’atteinte et le maintien des niveaux élevés de rendement qui mènent à l’obtention de ces Prix nécessitent des années de planification, de travail acharné et de dévouement. Veuillez vous joindre à nous pour célébrer ces réussites. Nous saluons l’excellence canadienne ainsi que les récipiendaires des Prix 2018… Félicitations! Pour de plus amples renseignements, visitez www.excellence.ca/awards

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 19

CANADA AWARDS FOR EXCELLENCE

AWA R D

PREVIOU S AWARDS

2 0 1 8 AWA R D R E C I P I E N TS

(Category, Level)

Alberta Blue Cross

Healthy Workplace®—Silver

Health Benefits www.ab.bluecross.ca EDMONTON, AB Employees: 1,190

Architecture, Information Management & Project Management Office, Central Agencies I&IT Cluster, Treasury Board Secretariat

Excellence, Innovation and Wellness ®—Order of Excellence

Excellence, Innovation and Wellness ® — Platinum, 2015; Gold, 2013 Projects—Certificate of Merit, 2013, 2014, 2015 & 2016

Quality—Gold

Quality—Gold, 2013

Public Service www.ontario.ca TORONTO, ON Employees: 68

Boa-Franc GP Fabrication www.boa-franc.com ST-GEORGES, QC Employees: 404

Mental Health at Work —Silver

Bruce Power Energy www.brucepower.com TIVERTON, ON Employees: 4,100

Caisse Desjardins de la Nouvelle-Acadie

Quality—Gold

Financial Services Cooperative www.desjardins.com/81500007 SAINT JACQUES, QC Employees: 20

Centre for Addiction and Mental Health

Mental Health at Work —Platinum

Healthcare www.camh.ca TORONTO, ON Employees: 3,233

Healthy Workplace®—Platinum

Chartered Professional Accountants of Canada

Financial Wellness—Certificate of Merit

Not for Profit, Education, Financial Services www.cpacanada.ca TORONTO, ON Employees: 394

Excellence, Innovation and Wellness ® — Bronze

City of Toronto Public Sector www.toronto.ca TORONTO, ON Employees: 35,000

Cluster Applications Branch, Central Agencies I&IT Cluster, Treasury Board Secretariat

Excellence, Innovation and Wellness ® — Silver

Public Service www.ontario.ca/page/treasury-board-secretariat OSHAWA, ON Employees: 98

Department of Internal Services, Province of Nova Scotia

Excellence, Innovation and Wellness ® — Bronze

Engineers Canada

Excellence, Innovation and Wellness ® — Silver

Financial Consumer Agency of Canada

Financial Wellness—Certificate of Merit

Government/public sector www.novascotia.ca/is/ HALIFAX, NS Employees: 1,000

Engineering national association, Not-for-profit www.engineerscanada.ca OTTAWA, ON Employees: 45

Federal Government www.Canada.ca\fcac OTTAWA, ON Employees: 113

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 20

CANADA AWARDS FOR EXCELLENCE

AWA R D

PREVIOUS AWARDS

2 0 1 8 AWA R D R E C I P I E N TS

(Category, Level)

IT Source, Central Agencies I&IT Cluster, Treasury Board Secretariat

Excellence, Innovation and Wellness ® — Gold

Public Service www.ontario.ca/page/treasury-board-secretariat TORONTO, ON Employees: 265 Healthy Workplace ® —Silver, 2016; Mental Health at Work—Silver, 2016; Quality—Order of Excellence, 2012; Gold, 2009; Silver, 2008

Manulife

Mental Health at Work —Gold

Financial www.manulife.ca WATERLOO, ON Employees: 13,500

Healthy Workplace ® —Gold

Michael Garron Hospital, Toronto East Health Network

Mental Health at Work —Order of Excellence

Mental Health at Work—Platinum, 2015; Silver, 2013; Bronze, 2012 Quality & Healthy Workplace ® —Order of Excellence, 2014, 2010; Gold, 2008; Silver 2006

Excellence, Innovation and Wellness ® — Platinum

Quality—Order of Excellence, 2015, 2012; Gold, 2009; Silver, 2006

Excellence, Innovation and Wellness ® — Platinum

Quality & Healthy Workplace ® —Gold, 2014; Silver 2013

Healthcare www.tehn.ca TORONTO, ON Employees: 2,400

Ontario Parks, Ministry of the Environment, Conservation and Parks Environment/Tourism www.ontarioparks.com PETERBOROUGH, ON Employees: 240

Peel Regional Police Public - Policing www.peelpolice.ca BRAMPTON, ON Employees: 3,054

Healthy Workplace® —Bronze

Purdue Pharma (Canada) Pharmaceutical www.purdue.ca/en/ PICKERING, ON Employees: 390

Excellence, Innovation and Wellness ® —Bronze

Service Nova Scotia Government/Public Sector www.novascotia.ca/sns HALIFAX, NS Employees: 710

Social Services Department, The Regional Municipality of Durham

Excellence, Innovation and Wellness ® —Gold

Quality—Order of Excellence, 2015; Gold,2012; Silver, 2009

Excellence, Innovation and Wellness ® —Silver

Quality—Gold, 2015; Silver, 2012

Public Sector www.durham.ca/en/index.aspx WHITBY, ON Employees: 2,000

The Law Society of Ontario, Corporate Services Division Legal-Regulatory www.lso.ca TORONTO, ON Employees: 218

Healthy Workplace® —Bronze

University of Guelph Education www.uoguelph.ca/wellnessatwork/ GUELPH, ON Employees: 6,600

York Region Public Health, Infectious Diseases Control Division

Excellence, Innovation and Wellness ® —Silver

Healthcare www.york.ca NEWMARKET, ON Employees: 141

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 21

Ray Pisani President & CEO/Président et chef de la direction Alberta Blue Cross

“At Alberta Blue Cross, wellness

is embedded in our company culture. We believe that instilling confidence opens the door to potential. By supporting our employees to live healthier lives and feel valued, they are more engaged to do their best work. And when our employees’ well-being is thriving, they are best able to support themselves, their families, their communities and our organizational goals.

”

« Chez Alberta Blue Cross, le mieux-être est enraciné dans la culture de notre organisation. Nous croyons qu’inspirer la confiance ouvre la porte au potentiel. En encourageant nos employés à vivre plus sainement et à se sentir valorisés, ils sont mieux disposés à faire un meilleur travail et plus nos employés se sentent bien plus ils sont en mesure de se prendre en charge, de soutenir leur famille, leurs communautés et de contribuer à l’avancement des buts de notre organisation. »

Alberta Blue Cross As the province’s largest benefits carrier, Alberta Blue Cross provides health and dental benefits to meet the needs of more than 1.7 million Albertans. Employing nearly 1,200 people, the company is a threetime recipient of the Premier’s Award of Distinction for Healthy Workplaces, and is ranked one of Alberta’s Top 70 Employers.  Employee health and wellness has been a focus since 1976 when the organization began offering flexible hours for employees; this was followed by occupational health and safety assessments, ergonomic initiatives, on-site fitness classes and a smoking cessation program. The organization considers not only physical health but also psychological, environmental and social factors. Today, wellness initiatives include: an on-site fitness centre, support for healthy eating at work, partnerships with local service providers, Wellness Champions throughout the workplace, a Healthy Communities Grant Program and employeeled charitable work.

Alberta Blue Cross Alberta Blue Cross est l’un des plus grands fournisseurs d’avantages sociaux de la province et, à ce titre, offre des prestationsmaladie et dentaire répondant aux besoins de plus d’un million sept cent mille Albertains. Employant près de 1 200 personnes, la compagnie a reçu trois fois le prix de distinction du premier ministre pour milieux de travail sains et se classe parmi les 70 meilleurs employeurs de l’Alberta.  La santé et le mieux-être des employés est au cœur des priorités de l’organisation depuis 1976 lorsqu’elle a commencé à offrir des horaires flexibles aux employés; ceci a été suivi par des évaluations de santé et sécurité au travail, des initiatives ergonomiques, des classes de conditionnement physique sur le lieu de travail et un programme de désaccoutumance du tabac. L’organisation se préoccupe non seulement de la santé physique mais aussi psychologique et des facteurs environnementaux et sociaux. Les initiatives de mieux-être actuelles comprennent: un centre de conditionnement physique sur place, un soutien aux bonnes habitudes alimentaires au travail, des partenariats avec des fournisseurs de services locaux, des champions du bien-être dans tout le milieu de travail, un programme de subventions de communautés en santé et des activités caritatives organisées par les employés.

Alberta Blue Cross employees participated in a fun smoothie challenge as part of a past company wellness initiative.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 22

2018 ORDER OF EXCELLENCE RECIPIENT EXCELLENCE, INNOVATION & WELLNESS

RÉCIPIENDAIRE ORDRE DE L’EXCELLENCE EXCELLENCE, INNOVATION ET MIEUX-ÊTRE

Architecture, Information Management & Project Management Office, Central Agencies I&IT Cluster, Treasury Board Secretariat The Architecture, Information Management and Project Management Office (AIP) provides essential expertise on architecture development on I&IT projects, information management and project management to clients within Ontario’s Public Service. The goal is to give quality, cost-effective assistance to enhance government services. AIP’s journey to excellence began in 2010, resulting in Bronze certification from Excellence Canada. From 2013 onwards, AIP went through a period of major organizational changes that resulted in significant staffing growth and broader responsibilities; the office achieved Silver and Gold levels of EIW after a successful transition. In 2015, AIP reached Platinum level and was also certified for ISO 9001:2008, becoming one of the first Ontario Government I&IT organizations to do so. With an entrenched quality management system, AIP pursues excellence in service delivery for clients by helping them meet their business needs in the most cost-effective manner.

Architecture, gestion de l’information et Bureau de gestion des projets, Groupement ITI pour les organismes centraux, Secrétariat du Conseil du Trésor La Direction de l’Architecture, de la Gestion de l’information et du Bureau de gestion des projets (AIP) fait bénéficier les clients de la fonction publique de l’Ontario de son savoir-faire fondamental en matière de développement architectural dans les projets ITI, la gestion de l’information et la gestion de projets. Le but est de procurer une assistance de qualité avec un bon rapport coût-efficacité afin d’améliorer les services offerts par le gouvernement. L’AIP a commencé son cheminement vers l’excellence en 2010, lui valant une certification Bronze d’Excellence Canada. À compter de 2013, l’AIP a traversé une période de grande transformation organisationnelle qui a considérablement augmenté ses effectifs et étendu ses responsabilités; après une transition réussie, le bureau a atteint les niveaux Argent et Or en Excellence, innovation et mieux-être. En 2015, l’AIP a atteint le niveau Platine et a reçu la certification ISO 9001:2008, devenant un des premiers organismes d’ITI du gouvernement de l’Ontario à le faire. Doté d’un système de gestion de la qualité bien établi l’AIP continue de viser l’excellence dans la prestation des services aux clients, les aidant à répondre à leurs besoins d’affaires de la manière la plus rentable possible.

September: AIP staff at “Around the World” themed branch meeting, an all-day event hosted to build team-work and employee engagement.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 23

Liz MacKenzie Chief Information Officer/A Central Agencies I&IT Cluster Chef de l’information/A Groupement ITI pour les organismes centraux

“The Architecture, Information

Management & PMO Branch (AIP) exemplifies excellence in everything they do, from their commitment to continuous improvement to their focus on recognition of branch staff. Congratulations AIP, on being the first branch in the OPS to receive the distinguished honour of the Canada Order of Excellence Award.

”

« La Direction de l’Architecture, de la Gestion de l’information et du Bureau de gestion des projets (AIP) exemplifie l’excellence dans tout ce qu’elle fait, depuis son engagement envers l’amélioration continue jusqu’à l’importance qu’elle attache à reconnaître son personnel. Félicitation AIP pour être la première direction du Service de la fonction publique de l’Ontario à avoir le grand honneur de se voir décerner le Prix Ordre de l’excellence Canada. »

MAS T E R O F C E R E M O N I E S

Er i n Dav i s R adi o Ho s t, Autho r, Sl eep Enthus i as t

Erin Davis is truly delighted to be back with her friends at CAE again this year. Since leaving Toronto radio after 30+ years of hosting mornings on 98.1 CHFI, Erin has enjoyed traveling this vast country from her new home in Victoria, BC, emceeing events, keynote speaking and, as always, writing. In addition to the daily journal she has written for 15 years at www.erindavis.com, she now awaits publication in February 2019 of Mourning Has Broken (HarperCollins) on surviving loss through love and laughter.

O P E N I N G K E YN OT E

D r. L ance S ecretan Founder and CEO, The Secretan Center Inc.

Dr. Lance Secretanâ&#x20AC;&#x2122;s bestselling books, inspirational talks and life-changing retreats have touched the hearts and minds of hundreds of thousands of people worldwide. He is ranked 17th in the world by Leadership Gurus and among the Top Five Leadership speakers by Speakers in America. He has authored 21 books about leadership, inspiration, corporate culture and entrepreneurship, the latest of which is The Bellwether Effect: Stop Following. Start Inspiring! He coaches and advises leaders globally and guides leadership teams who wish to transform their culture into the most inspirational in their industries. Lance is the recipient of many awards, including the International Caring Award, and is the former Chair of the Advisory Board of the Special Olympics World Winter Games. Currently he chairs the Pay it Forward Foundation.

SP EA K ER P R OFI LES

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MAS T E R O F C E R E M O N I E S

Er i n Dav i s R adi o Ho s t, Autho r, Sl eep Enthus i as t

O P E N I N G K E YN OT E

D r. L ance S ecretan Founder and CEO, The Secretan Center Inc.

SP EA K ER P R OFI LES

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The Board of Governors’ Recognition of Achievement Award is an honourary award apart from the Canada Awards for Excellence. From time-to-time, and not necessarily on an annual basis, the Excellence Canada Board of Governors recognizes individuals who have made a significant contribution to Canadian society and/or the global human condition. Past Award recipients have included Dr. David Suzuki, former Prime Minister The Right Honourable Brian Mulroney, The Honourable Michael Wilson, Lt.-General The Honourable Roméo A. Dallaire, Sir Richard Branson, The Honourable Flora Isabel MacDonald, The Right Honourable Michaëlle Jean, Mark Zuckerberg, and Rick Hansen.

B OAR D O F GOVER NO R S’ RECO GNITIO N O F A CHIEVEMENT AWAR D R ECIPIENTS

SPEAKERS

(Listed in alphabetical order)

(Listed in order of appearance)

George Cope, O.C. President and Chief Executive Officer BCE Inc. and Bell Canada A 2018 inductee to the Canadian Business Hall of Fame, George Cope has earned a reputation as a strategic leader and builder of highperformance teams in public-company chief executive roles over the past 30 years. Appointed to his current position in 2008, he led the launch of the Bell Let’s Talk initiative, the largest-ever corporate commitment to Canadian mental health and now one of the country’s most prominent community investment campaigns. A graduate of the Ivey School of Business at Western University, George was named Ivey Business Leader of the Year in 2013, and recognized as Canada’s Outstanding CEO of the Year for 2015. He chaired the United Way Toronto’s record-breaking 2013 campaign, and received the Queen’s Diamond Jubilee Medal for his work on Bell Let’s Talk. He was appointed a Member of the Order of Canada in 2014.

Peter Mansbridge, O.C. President, Manscorp Media Services For five decades, including 29 years as anchor of CBC’s The National, Peter Mansbridge has guided Canadians through the political, economic and cultural events that have shaped the country. One of Canada’s most respected and recognizable figures, he also authored Mansbridge: One on One, a national bestseller, and penned contributions to The 100 Photos That Changed Canada, Canada’s Great War Album and the ambitious essay collection 100 Days That Changed Canada. Peter has received numerous national awards for broadcast excellence and, away from the news desk, has been recognized by leading universities in the U.S., the U.K. and, of course, Canada. He was named Chancellor of Mount Allison University, and is an Officer of the Order of Canada and a recipient of the Queen Elizabeth II Diamond Jubilee Medal.

Rick Mercer, O.C. Comedian, Television Personality, Political Satirist and Author Rick Mercer is Canada's top political satirist, best known for his work on the CBC Television comedy shows This Hour Has 22 Minutes and Rick Mercer Report, which was recognized at the 2018 Canadian Screen Awards ceremony "for its ongoing contribution to the media industry within Canada and globally."  He has appeared on stage and in film, receiving 30 Gemini Awards and Canadian Screen Awards for television writing and performance, and in 2004, Rick received the National Arts Centre award at the Governor General’s Performing Arts Award. He has also authored three best-selling books and hosted numerous events and awards shows. Widely recognized for his humanitarian and charitable work, Rick holds numerous honorary doctorates, and was made an Officer of the Order of Canada in 2014. He sits on the board of The Historica-Dominion Institute, which is dedicated to promoting the study of Canadian history, identity and citizenship.

Kim Bellissimo

Vice President, People and Organizational Development William Osler Health System Kim Bellissimo is responsible for all aspects of the Human Resources function at the William Osler Health System, including Talent Development and Succession, Organizational Effectiveness and Development, Health and Safety and Labour Relations.  Kim has a wealth of experience in leadership development, change management and the creation of innovative Human Resources programs and services. She has successfully led transformational projects with broad organizational impact. Her major accomplishments include developing the OPS Talent Management Program, creating a Tobacco Free campus at CAMH, and leading the implementation of the National Standard of Canada for Psychological Health and Safety in the Workplace. Kim believes in a proactive and strategic approach to Human Resources and has a great track record of building high performing teams. 2

Rahul Bhardwaj, LLB, ICD.D

President & CEO, Institute of Corporate Directors Rahul Bhardwaj leads an organization of more than 12,000 members committed to improving national outcomes by growing the leadership and governance capacities within Canadian businesses, agencies and not-for-profits. He began his career as a corporate lawyer at a leading Canadian law firm. He subsequently served as Vice-President for Toronto's 2008 Olympic Bid, and was President & CEO of the Toronto Foundation for nine years. He also chaired the 2012 Ontario Summer Games and the Toronto Jazz Festival. Rahul’s current board memberships include Metrolinx, the Rideau Hall Foundation and the Executive Committee of the Global Network of Director Institutes. He is also a member of the Leader Council at the Ian O. Ihnatowycz Institute for Leadership at the Ivey Business School and the Quadrangle Society at Massey College. 3

Sarah Downey

President & CEO, Michael Garron Hospital, Toronto East Health Network Sarah Downey, President and CEO of Michael Garron Hospital, is a senior healthcare leader whose experience spans two decades of professional engagement in both academic health-science centres and in complex multi-institutional organizations. Sarah has a Master of Health Administration from the University of Ottawa and holds a Certified Health Executive designation from the Canadian College of Health Leaders.

Adrian Lawford

AVP, Investment Specialists, TD Canada Trust Adrian Lawford is an advocate for mental health issues at TD Bank Group and a champion of mental health promotion within the workplace.  As an Associate Vice President of Retail Products at TD, he currently serves as a member of TD's Persons with Disability, Diversity Leadership Committee, which champions inclusion and celebrates staff diversity in the workplace. He joined TD 20 years ago, and has served in a variety of senior management roles. Adrian is also a member of CivicAction's Champions Council for Mental Health in the Workplace, a group of nearly 30 senior and rising leaders from across the GTHA that are committed to making workplaces a better resource for colleagues who are struggling with mental health issues. 5

Kathy McIlwham, CPA CA, FLMI, B.Comm.

Vice President Group Life and Disability, Manulife Kathy leads Manulife’s National Life and Disability practice, which delivers a broad spectrum of wellness, disability, life, absence management and critical illness solutions and services to clients. She joined Manulife in 1990, has over 18 years in the group industry, and previously served as Chief Financial Officer for Group Benefits. Over the years she has worked in a variety of roles – leading large projects, financial reporting and expense management, group pricing, compliance, strategy and planning, mergers and acquisitions and integrations of large businesses. Kathy is focused on improving the health of Canadians. To forward this cause, Kathy has served for several years as a Grand River Hospital Board member, had chaired the Canadian Life & Health Insurance Association’s Mental Health Committee from 2012 to 2017, and is the President of the Kitchener-Waterloo Life Office Management Association chapter. 6

Sevaun Palvetzian, CEO, CivicAction Under the leadership of Sevaun Palvetzian since 2014, CivicAction has launched the CivicAction Leadership Foundation and two initiatives focused on youth unemployment and mental health in the workplace. Previously, Sevaun held several senior executive roles within the Ontario Government where she championed the next generation of leaders by launching the Youth and New Professional Secretariat, which included the award-winning Learn and Work Program for at-risk youth. She has also held positions at the University of Toronto, the World Bank Group and Presidential Classroom, a Washington D.C.-based civic education organization. Sevaun frequently contributes to city-building efforts including the Premier’s Community Hubs Advisory Group, The Toronto Police Service Board Transformational Task Force, and Mayor John Tory’s Advisory Panel for International Hosting Opportunities.

P E R F O R M A N C E E X C E L L E N C E S U M M I T & CA N A DA AWA R DS F O R E X C E L L E N C E T U E S DAY N O V E M B E R 6 , 2 0 1 8 | T H E C A R L U | 4 4 4 YO N G E S T R E E T , TO R O N TO , O N 2018 Summut insert_ oct 20 2018.indd 2

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B OAR D O F GOVER NO R S’ RECO GNITIO N O F A CHIEVEMENT AWAR D R ECIPIENTS

SPEAKERS

(Listed in alphabetical order)

(Listed in order of appearance)

Kim Bellissimo

Rahul Bhardwaj, LLB, ICD.D

Sarah Downey

Adrian Lawford

Kathy McIlwham, CPA CA, FLMI, B.Comm.

2018-10-22 10:21 AM

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU "We couldn't have done it without you!" George Cope, O.C.

President and CEO BCE Inc. and Bell Canada

Peter Mansbridge, O.C. President Manscorp Media Services

Rick Mercer, O.C.

CHAMPIONS OF EXCELLENCE

Comedian, Television Personality, Political Satirist and Author

BOARD OF GOVERNORS’ RECOGNITION OF ACHIEVEMENT AWARD RECIPIENTS

HEALTHY BREAKFAST SPONSOR

A FTER NO O N KEYNOTE

ADVOCATE SPONSOR

Te rr y O ’ R e i l l y Ho s t / Cre ato r, Un d e r The I nf l u e nce, CB C R a d i o O ne, S i ri u s S ate l l i te & W B E Z Chi c a g o

Terry O’Reilly began his career in radio and went on to become an award-winning copywriter for a number of Toronto advertising agencies. He created campaigns for many of the country’s top brands, including Labatt, Molson, Bell and The Hudson’s Bay Company. In 1990, Terry co-founded Pirate Radio & Television with a staff of 50 and 8 recording studios in Toronto and New York City. In addition to hosting the award-winning radio show, “Under The Influence,” Terry has co-written a bestselling book called The Age of Persuasion: How Marketing Ate Our Culture. His latest best-seller is This I Know: Marketing Lessons From Under The Influence. He has been given Lifetime Achievement Awards by the Advertising & Design Club of Canada, The Television Bureau of Canada, and the American Marketing Association.

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION

MEDIA SPONSORS

E VENT PR OGR AMME

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7:30 a.m. – 8:30 a.m.

REGIST RAT ION & CONT INENTA L BREA K FAST Sponsored by Purolator Inc.

1:30 p.m. – 1:55 p.m.

George Cope, O.C., President and Chief Executive Officer BCE Inc. and Bell Canada Peter Mansbridge, O.C., President, Manscorp Media Services Rick Mercer, O.C., Comedian, Television Personality, Political Satirist and Author

PERF ORMA NCE EXCELLENCE SUMMIT Master of Ceremonies: Erin Davis, Radio Host, Author, Sleep Enthusiast OPENING A D D RESS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, Saint Elizabeth

8:30 a.m. – 8:35 a.m.

1:55 p.m. – 2:00 p.m.

STRETCH BREAK Sponsored by TriFit Medisys

2:00 p.m. – 3:30 p.m.

P RES EN TATION OF TH E CANADA AWARDS FOR EXCELLENCE

OPENING K EYNOT E A D D RESS T HE BELLW ET HER EF F ECT Dr. Lance Secretan, Founder & CEO, The Secretan Center Inc.

8:35 a.m. – 9:35 a.m.

Financial Wellness — Bronze Chartered Professional Accountants of Canada Financial Consumer Agency of Canada Excellence, I nnovation and Wellness ® — Bronze City of Toronto Province of Nova Scotia, Department of Internal Services Service Nova Scotia

E X PA N D IN G TH E B R A IN TR U S T: N E W P LAY E R S & A C TION IN ME N TA L H E A LTH Sevaun Palvetzian, CEO, CivicAction

9:35 a.m. – 10:00 a.m.

10:00 a.m. – 10:05 a.m.

ST RET CH BREA K Sponsored by TriFit Medisys

10:05 a.m. – 10:25 a.m.

NET WORK ING A ND REF RESHMENT BREA K

10:25 a.m. – 11:15 a.m.

CONCURRENT BREA KOUT SESSIONS

Excellence, I nnovation and Wellness ® — Silve r Cluster Applications Branch, Central Agencies I&IT Cluster, Treasury Board Secretariat Engineers Canada Infectious Diseases Control Division, York Region Public Health The Law Society of Ontario, Corporate Services Division Excellence, I nnovation and Wellness ® — G old Boa-Franc GP Caisse Desjardins de la Nouvelle-Acadie IT Source, Central Agencies I&IT Cluster, Treasury Board Secretariat Social Services Department, The Regional Municipality of Durham

SAFEGUARDING HEALTHY MINDS AT WORK TIME TO MAKE CORPORATE GOVERNANCE Moderator: Kathy McIlwham, VP Group Life and CANADA'S GLOBAL COMPETITIVE Disability, Manulife ADVANTAGE Rahul Bhardwaj, President & CEO, Institute of Kim Bellissimo, VP People and Organizational Corporate Directors Development, William Osler Health System

Excellence, I nnovation and Wellness ® — Platinu m Ontario Parks, Ministry of the Environment, Conservation and Parks Peel Regional Police

Sarah Downey, President & CEO, Michael Garron Hospital/Toronto East Health Network

Excellence, I nnovation and Wellness ® — O rde r of Exce lle nce Architecture, Information Management & Project Management Office, Central Agencies I&IT Cluster, Treasury Board Secretariat

Adrian Lawford, AVP, Investment Specialists, TD Canada Trust

11:15 a.m. – 12:00 p.m.

Healt hy Wo rk place ® — Bronze Purdue Pharma (Canada) University of Guelph

AFT E RNOON REGIST RAT IONS A ND NET WORK ING BREAK

Healt hy Wo rk place ® — Silve r Alberta Blue Cross

CANADA AWARDS FOR EXCELLENCE Master of Ceremonies: Erin Davis, Radio Host, Author, Sleep Enthusiast

12:00 p.m. – 12:10 p.m.

W ELCOME F ROM MAST ER OF CEREMONIES Erin Davis, Radio Host, Author, Sleep Enthusiast

12:10 p.m. – 12:15 p.m.

CHA IR' S W ELCOME A ND OPENING REMA RKS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, Saint Elizabeth

12:15 p.m. – 1:30 p.m.

LUNCH

12:45 p.m. – 1:30 p.m.

A F T ERNOON K EYNOT E A D D RESS J U MP T H E F ENCE: T HE POW ER OF COUNT ERINT UIT IVE T HIN KIN G Terry O’Reilly, Host/Creator, Under The Influence, CBC Radio One, Sirius Satellite & WBEZ Chicago

@excellencecan #excellencesummit #CAE2018 2018 Summut insert_ oct 20 2018.indd 1

P RES EN TATION OF TH E BOARD OF GOVE R NO R S ' RECOGN ITION OF AC H IEVEMEN T AWA R D

Mental Healt h a t Wo rk — Silve r Bruce Power Mental Healt h a t Wo rk — O rde r of Exce lle nce Michael Garron Hospital, Toronto East Health Network Healt hy Wo rk place® a nd Mental Healt h a t Wo rk — G old Manulife Healt hy Wo rk place® a nd Mental Healt h a t Wo rk — Platinu m Centre for Addiction and Mental Health (CAMH) 3:30 p.m. – 3:35 p.m.

C LOS IN G REMARKS & ADJOURN ME NT Allan N. Ebedes, President & CEO, Excellence Canada

P ERFORMAN CE EXCEL LEN C E S UMMIT & CANADA AWARDS FOR EXCELLENCE TUES DAY, N OVEMBER 6 , 201 8 |TH E CARLU | 444 YON GE STR E E T , TO RO NTO , O N 2018-10-22 10:21 AM

7:30 a.m. – 8:30 a.m.

REGIST RAT ION & CONT INENTA L BREA K FAST Sponsored by Purolator Inc.

1:30 p.m. – 1:55 p.m.

8:30 a.m. – 8:35 a.m.

1:55 p.m. – 2:00 p.m.

STRETCH BREAK Sponsored by TriFit Medisys

2:00 p.m. – 3:30 p.m.

P RES EN TATION OF TH E CANADA AWARDS FOR EXCELLENCE

OPENING K EYNOT E A D D RESS T HE BELLW ET HER EF F ECT Dr. Lance Secretan, Founder & CEO, The Secretan Center Inc.

8:35 a.m. – 9:35 a.m.

E X PA N D IN G TH E B R A IN TR U S T: N E W P LAY E R S & A C TION IN ME N TA L H E A LTH Sevaun Palvetzian, CEO, CivicAction

9:35 a.m. – 10:00 a.m.

10:00 a.m. – 10:05 a.m.

ST RET CH BREA K Sponsored by TriFit Medisys

10:05 a.m. – 10:25 a.m.

NET WORK ING A ND REF RESHMENT BREA K

10:25 a.m. – 11:15 a.m.

CONCURRENT BREA KOUT SESSIONS

Excellence, I nnovation and Wellness ® — Platinu m Ontario Parks, Ministry of the Environment, Conservation and Parks Peel Regional Police

Sarah Downey, President & CEO, Michael Garron Hospital/Toronto East Health Network

Excellence, I nnovation and Wellness ® — O rde r of Exce lle nce Architecture, Information Management & Project Management Office, Central Agencies I&IT Cluster, Treasury Board Secretariat

Adrian Lawford, AVP, Investment Specialists, TD Canada Trust

11:15 a.m. – 12:00 p.m.

Healt hy Wo rk place ® — Bronze Purdue Pharma (Canada) University of Guelph

AFT E RNOON REGIST RAT IONS A ND NET WORK ING BREAK

Healt hy Wo rk place ® — Silve r Alberta Blue Cross

CANADA AWARDS FOR EXCELLENCE Master of Ceremonies: Erin Davis, Radio Host, Author, Sleep Enthusiast

12:00 p.m. – 12:10 p.m.

W ELCOME F ROM MAST ER OF CEREMONIES Erin Davis, Radio Host, Author, Sleep Enthusiast

12:10 p.m. – 12:15 p.m.

CHA IR' S W ELCOME A ND OPENING REMA RKS Shirlee Sharkey, Chair, Board of Directors and Governors, Excellence Canada and President & CEO, Saint Elizabeth

12:15 p.m. – 1:30 p.m.

LUNCH

12:45 p.m. – 1:30 p.m.

@excellencecan #excellencesummit #CAE2018 2018 Summut insert_ oct 20 2018.indd 1

P RES EN TATION OF TH E BOARD OF GOVE R NO R S ' RECOGN ITION OF AC H IEVEMEN T AWA R D

C LOS IN G REMARKS & ADJOURN ME NT Allan N. Ebedes, President & CEO, Excellence Canada

P ERFORMAN CE EXCEL LEN C E S UMMIT & CANADA AWARDS FOR EXCELLENCE TUES DAY, N OVEMBER 6 , 201 8 |TH E CARLU | 444 YON GE STR E E T , TO RO NTO , O N 2018-10-22 10:21 AM

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU "We couldn't have done it without you!" George Cope, O.C.

President and CEO BCE Inc. and Bell Canada

Peter Mansbridge, O.C. President Manscorp Media Services

Rick Mercer, O.C.

CHAMPIONS OF EXCELLENCE

Comedian, Television Personality, Political Satirist and Author

BOARD OF GOVERNORS’ RECOGNITION OF ACHIEVEMENT AWARD RECIPIENTS

HEALTHY BREAKFAST SPONSOR

A FTER NO O N KEYNOTE

ADVOCATE SPONSOR

Te rr y O ’ R e i l l y Ho s t / Cre ato r, Un d e r The I nf l u e nce, CB C R a d i o O ne, S i ri u s S ate l l i te & W B E Z Chi c a g o

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION

MEDIA SPONSORS

E VENT PR OGR AMME

insert_cover 21oct2018.indd 2

2018-10-22 11:58 AM

SPOTLIGHT: CANADA ORDER OF EXCELLENCE RECIPIENT

An Eight Year Journey towards Excellence BY J OH N VA N D EN H OV EN

AIP staff at Performance Excellence Summit & Canada Awards for Excellence receiving their Platinum Level Certification in the Excellence, Innovation and Wellness Standard.

The Architecture, Information Management, and Project Management Office (AIP) branch is part of the Central Agencies Information & Information Technology (I&IT) Cluster (CAC), within the Treasury Board Secretariat (TBS) of the Ontario Government. Our primary goal is to support CAC in providing quality, cost-effective solutions to enhance government services. We provide I&IT services to the central agencies of the Ontario government including Office of the Lieutenant Governor, Office of the Premier, Cabinet Office, Treasury Board Secretariat, Ministry of Finance, I&IT Clusters, and other related ministries, agencies, and boards. CAC is a key delivery partner for enabling information technology, and other services necessary to modernize government operations. AIP’s role in government modernization is to provide essential expertise to clients on I&IT projects including project leadership, architecture and design, privacy by design, information lifecycle management and security design, and strategy and governance services including technology strategy, overall portfolio management, and project and architecture governance. Additionally, AIP consults on the introduction and utilization of emerging technologies for clients and assists in the development of future state architecture which incorporates these technologies.

“THERE ARE MANY WORKING PARTS THAT HAVE MADE AIP THE EXCEPTIONAL ORGANIZATION THAT IT IS TODAY. OVER THE YEARS, THE BRANCH HAS EVOLVED BUT THE ONE THING THAT ALWAYS REMAINED THE SAME IS THE EXCEPTIONAL PEOPLE WHO MAKE IT THRIVE.” – JOHN VAN DEN HOVEN AIP began its journey towards Excellence in 2010: 2010 – Start of Journey August 2011 – Level 1 – Quality and Healthy Workplace® by National Quality Institute November 2012 – Level 2 – Quality and Healthy Workplace® by Excellence Canada April 2013 – Level 3 (Gold) Excellence, Innovation and Wellness® by Excellence Canada and transitioned to EIW from Quality and Healthy Workplace® June 2015 – Level 4 (Platinum) Excellence, Innovation and Wellness® by Excellence Canada June 2018 – Awarded Canada Order of Excellence by Excellence Canada

Throughout this journey, AIP’s goal was to ensure continuous improvement in organizational quality and healthy workplace practices. To enhance organizational quality the branch developed an organizational strategy roadmap to help staff commit to organizational excellence in service delivery. The roadmap encompassed processes to embrace excellence in everything AIP does, uphold IT architecture standards, and follow industry best practices. AIP values the Excellence Canada certification process which has identified improvements through the Excellence, Innovation and Wellness® (EIW) Standard. EIW, allows you to take a step outside of your dayto-day tasks in order to identify opportunities for improvement.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 25

S u n L i f e i s E xc e l l e n c e C a n a da ’ s ch a m p i o n o f e xc e l l e n c e f o r e xc e l l e n c e , i n n o vat i o n a n d w e l l n e s s ®

AN EIGHT YEAR JOURNEY TOWARDS EXCELLENCE

Head of AIP with staff.

This journey has reinforced an already strong culture of continuous improvement throughout the branch. Ongoing support and involvement from senior management and constant and active participation from branch staff is embedded deeply in the culture at AIP. With a constantly changing business environment, AIP must regularly develop innovative approaches to meet various demands from clients; working to retain adaptability to continually uphold Information Technology architecture governance standards. As a result, processes within the branch are continuously streamlined for enhanced efficiency, effectiveness, and quality. AIP strongly believes that as an IT organization, its culture of continuous service improvement is fundamental in maintaining excellence in service delivery. Ongoing processes such as the Client Satisfaction Survey and Lessons Learned are all fullyintegrated as part of AIP’s internal service delivery processes. Feedback mechanisms like these help us focus on key areas where value can be added for our clients to enhance services and cost-savings. As a result of this feedback, AIP developed an approach using Portfolio Roadmaps to facilitate the business and CAC in aligning their planning processes to ensure that future investments are strategic and cost-effective. AIP places a large focus on recognition of employees. Employee appreciation in all forms is a motivator to remain continuously engaged. Our staff perform outstanding work and it is important that they feel recognized and valued for both their individual and team accomplishments. “There are many working parts that have made AIP the exceptional organization that it is today. Over the years, the branch has evolved but the one thing that always remained the same is the exceptional people who make it thrive.” AIP values the Excellence Canada certification process which has identified

improvements through the Excellence, Innovation and Wellness® (EIW) Standard. EIW allows you to take a step outside of your day-to-day tasks in order to identify opportunities for improvement. This journey has reinforced an already strong culture of continuous improvement throughout the branch. Ongoing support and involvement from senior management and constant and active participation from branch staff is embedded deeply in the culture at AIP. With a constantly changing business environment, AIP must regularly develop innovative approaches to meet various demands from clients; working to retain adaptability to continually uphold Information Technology architecture governance standards. As a result, processes within the branch are continuously streamlined for enhanced efficiency, effectiveness, and quality. AIP strongly believes that as an IT organization, its culture of continuous service improvement is fundamental in maintaining excellence in service delivery. Ongoing processes such as the Client Satisfaction Survey and Lessons Learned are all fullyintegrated as part of AIP’s internal service delivery processes. Feedback mechanisms like these help us focus on key areas where value can be added for our clients to enhance services and cost-savings. As a result of this feedback, AIP developed an approach using Portfolio Roadmaps to facilitate the business and CAC in aligning their planning processes to ensure that future investments are strategic and cost-effective. AIP places a large focus on recognition of employees. Employee appreciation in all forms is a motivator to remain continuously engaged. Our staff perform outstanding work and it is important that they feel recognized and valued for both their individual and team accomplishments. We are extremely proud of this accomplishment but know that our journey is far from over; commitment to excellence and quality management never ends. AIP will always strive for excellence and will continually identify process improvements. For AIP, the Canada Order of Excellence award is a symbol of our commitment, a standard to uphold, and a benchmark for continuous improvement. The vision for AIP’s future in the years to come is to continue to be an organization that is committed to continual improvement, growth, and excellence. We believe by continuing the practices instilled by Excellence Canada that our future is very bright.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 26

E SS PROCE

EXCELLENCE I N N O VAT I O N & WELLNESS

ST OM ERS

excellence, innovation, and wellness ® It's our standard.

S PEOPLE

At Excellence Canada we are using our evidence-based resources, tools and best practices to transform

workplace cultures across Canada. Our Excellence, Innovation and Wellness ® Standard helps organizations become the best in class.

To learn more about how we can help you create a better work environment and make your organization stronger visit us at excellence.ca/ or call 1-800-263-9648 ext 211 for a complimentary consultation. Champion of Excellence, Innovation and Wellness®

North American Life Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2 | tf. 800.263.9648 | t. 416.251.7600 | www.excellence.ca

Pierre Thabet President/Président Boa-Franc

“Being a leader means being the

best not the biggest. Alone you go faster but together you go farther.

”

« Être le chef de file signifie être le meilleur et non le plus gros. Seul on va plus vite, mais ensemble on va plus loin. »

Boa-Franc GP Boa-Franc is the North American leader in the manufacture of superior quality prefinished hardwood floors including the highly acclaimed Mirage products. Determined to be the best in its field, Boa-Franc seeks out suppliers who are experts, whether for raw materials such as wood, other products like varnishes, or equipment at the cutting edge of technology. Retailers and other industry professionals have rated Mirage 1st for quality 33 times in the last 15 years on surveys conducted by various industry magazines. For the second time in a row, Boa-Franc has received the highest award bestowed by the Quebec government on businesses and organizations that successfully apply best business practices. The company employs people who are passionate about their work, makes optimal use of technology and nurtures a strong sales network based on trust in product quality, company reliability and corporate values.

Boa-Franc s.e.n.c. Boa-Franc est le chef de file nord-américain dans la fabrication de planchers prévernis de qualité supérieure et hautement renommés de la marque Mirage. Déterminé à être le meilleur de sa catégorie, Boa-Franc travaille avec des fournisseurs experts dans leur domaine, qu’il s’agisse d’experts en matières premières comme le bois, d’autres produits comme les vernis ou encore dans l’équipement à la fine pointe de la technologie. Les détaillants et autres professionnels de l’industrie ont décernés aux produits Mirage la première place en qualité, 33 fois dans les 15 dernières années via des sondages effectués par différents magazines spécialisés. Pour une deuxième fois consécutive, Boa-Franc a obtenu la plus haute distinction décernée par le gouvernement du Québec aux entreprises et organisations qui appliquent avec succès les meilleures pratiques d’affaires. La compagnie emploie des gens passionnés par leur travail, qui font un usage optimal de la technologie et entretiennent un solide réseau de vente fondé sur la confiance dans la qualité du produit et du service, la fiabilité de la compagnie et les valeurs de l’entreprise.

The research and development team work on a project.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 28

Bruce Power Formed in 2001, Bruce Power is an electricity company based in Bruce County, Ontario, employing 4,200 people. It safely delivers clean, reliable, low-cost nuclear power to families and businesses across the province, and is a significant source of Cobalt-60, used for the sterilization of medical equipment around the world and for specialized cancer treatment. Bruce Power is committed to being a good corporate citizen, supporting activities and causes that promote safety, health and the environment, and promoting the well-being of children and families in the community. The company also prioritizes the development of programs that support the needs of staff and promote their overall health. Currently, Bruce Power is working to assess its performance against the National Standard of Canada for Psychological Health and Safety in the Workplace and to use the framework to guide improvement efforts in a sustainable way.

Bruce Power Formée en 2001, Bruce Power est une compagnie d’électricité située dans le Comté de Bruce en Ontario qui emploie 4 200 personnes. Elle livre, en toute sécurité, de l’énergie nucléaire propre, fiable, à un prix abordable aux familles et entreprises partout dans la province tout en étant une importante source de Cobalt-60, utilisé dans la stérilisation de l’équipement médical partout dans le monde et dans le traitement spécialisé de cancers. Bruce Power s’est engagée à être une bonne entreprise citoyenne, à soutenir les activités et les causes qui favorisent la sécurité, la santé et l’environnement ainsi que le bien-être des enfants et des familles dans la communauté. La compagnie accorde également priorité à la mise au point de programmes qui contribuent à la santé en général. Bruce Power évalue actuellement sa performance par rapport à la Norme nationale du Canada sur la santé et la sécurité psychologiques en milieu de travail et se sert du cadre de travail afin de guider ses efforts d’amélioration de manière durable.

Mike Rencheck President and CEO/Président et chef de la direction Bruce Power

“At Bruce Power, Safety First is

our number one value, and this extends beyond physical safety to Operational Excellence. Safety starts with how we feel about ourselves and where we work. It’s personal for us - we care. Each person matters and makes a difference in our business. We are on a journey to give employees a wider understanding about mental health at work and how we as a company support it. We look forward to partnering with Excellence Canada, as we strive for continuous improvement and organizational excellence.

”

Annually, Bruce Power hosts a Health Fair during Mental Health Week in May, where local health and wellness vendors provide advice and information on local services available. Many employees take part in the fair yearly.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 29

« Chez Bruce Power, la Sécurité d’abord est notre valeur première qui va au-delà de la sécurité physique pour atteindre l’excellence opérationnelle. La sécurité commence par le regard que nous portons sur nous-mêmes et sur notre lieu de travail. Pour nous c’est une affaire personnelle– nous sommes attentionnés. Chaque personne dans notre entreprise compte et fait une différence. Nous voulons que nos employés comprennent mieux ce que représente la santé mentale au travail et comment, en tant que compagnie, nous la soutenons. Nous nous réjouissons à la perspective de cheminer en partenariat avec Excellence Canada, tandis que nous tendons vers l’amélioration continue et l’excellence organisationnelle. »

Guy Tremblay General Manager/Directeur général Caisse Desjardins de la Nouvelle-Acadie

“Receiving the highly prestigious

Gold Level Canada Award for Excellence is a vote of confidence in our continual improvement approach. The award isn’t an end in itself—it’s a stepping stone in our pursuit of excellence. It recognizes what we’ve accomplished so far and helps us chart our course for future improvements. Excellence is a state of mind, and this award motivates us to keep forging closer ties with our members, clients, partners and suppliers.

Caisse Desjardins de la Nouvelle-Acadie The Caisse Desjardins de la Nouvelle-Acadie is a financial services cooperative with a reputation for providing quality services and maintaining excellent relationships with its 6,091 members. Over the past 20 years, the Caisse has carried out a number of initiatives focusing on quality and excellence in keeping with the following success factors: member experience, leadership and mobilization of human capital, growth and innovation, profitability and financial productivity, financial strength and risk management, and cooperation and commitment. In 2015, officers, managers and employees made a firm commitment to align their actions with the principles set out in Quebec’s Charter of Quality. In 2017, the Caisse won the Grand Prix québécois de la qualité, the highest distinction awarded by the Quebec government to private and public organizations that stand out for the quality of their management and overall performance.

Caisse Desjardins de la Nouvelle-Acadie La Caisse Desjardins de la Nouvelle-Acadie est une coopérative de services financiers réputée pour la qualité de ses services et son excellente relation avec ses 6 091 membres. Depuis 20 ans, la Caisse a mené à bien bon nombre d’initiatives relatives à la qualité et à l’excellence dans les domaines suivants : l’expérience client, le leadership et la mobilisation du capital humain, la croissance et l’innovation, la rentabilité et la productivité financière, la solidité financière et la gestion des risques, et la coopération et l’engagement. En 2015, les dirigeants, la direction et le personnel se sont fermement engagés à appliquer les principes établis dans la Charte québécoise de la qualité. En 2017, la Caisse a remporté le Grand Prix québécois de la qualité, la plus haute distinction remise par le gouvernement du Québec aux organisations privées et publiques qui se démarquent par la qualité de leur gestion et leur performance.

”

« Être récipiendaire dans la catégorie Or d’un prix aussi prestigieux que le Prix Canada pour l’excellence est un élément important d’une démarche d’amélioration continue comme la nôtre. Il n’est cependant pas une finalité, mais bien une étape vers la quête de l’excellence. Ce prix reconnait le travail que l’on a accompli, et trace la voie des efforts qu’il nous reste à parcourir. L’excellence est avant tout un état d’esprit, et cette reconnaissance nous motive à continuer pour que nos membres et clients, nos partenaires et nos fournisseurs perçoivent la différence dans notre relation d’affaires. »

As part of the Engagement du cœur initiative to support the community, an 8-km walk was held between our service centres—hundreds of people joined in to help raise funds for breast cancer research.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 30

Centre for Addiction and Mental Health The Centre for Addiction and Mental Health (CAMH) is Canada’s largest mental health teaching hospital and one of the world’s leading research centres in its field. CAMH advocates on public policy issues at all levels of government and recently launched its Mental Health is Health advocacy campaign on television and bus shelters across the Greater Toronto Area, as well as on social media. By focusing on the biggest gaps in our health care system – science, justice and advocacy – the ambitious campaign hopes to end the stigma surrounding mental health. In January 2013, CAMH became one of the first hospitals to adopt the Mental Health Commission of Canada’s new National Standard for Psychological Health and Safety in the Workplace. This has led CAMH to create strategies and programs for staff, such as a Wellness Centre and an onsite Psychological Service.

Centre de toxicomanie et de santé mentale Le Centre de toxicomanie et de santé mentale (CAMH) est le plus grand hôpital d’enseignement en santé mentale au Canada et un des centres de recherche parmi les plus réputés au monde dans son domaine. CAMH défend les questions d’intérêt public à tous les paliers de gouvernement. Récemment l’organisme a lancé une campagne de sensibilisation à la santé mentale à la télévision et dans tous les abris d’autobus de la région du grand Toronto, ainsi que dans les médias sociaux. En mettant en évidence les plus grandes lacunes dans notre système de soins de santé – science, justice et défense des droits – la campagne ambitieuse espère mettre fin à la stigmatisation entourant la santé mentale. En janvier 2013, CAMH est devenu un des premiers hôpitaux à avoir adopté la nouvelle Norme nationale sur la santé et la sécurité psychologiques en milieu de travail de la Commission de la santé mentale du Canada, l’incitant à créer des stratégies et des programmes pour le personnel, comme un centre de mieux être et un service psychologique sur place.

Dr. Catherine Zahn President & CEO/Présidente et chef de la direction CAMH

“CAMH is thrilled to receive this

designation from Excellence Canada in recognition of our efforts to create a workplace that promotes both safety and wellness. As a highperforming organization dedicated to continuous quality improvement, CAMH is creating a world-class destination to learn and teach and a therapeutic environment for our

”

patients to heal and recover.

« CAMH est ravie de se voir décerner cette désignation d’Excellence Canada en reconnaissance de nos efforts afin de créer un milieu de travail qui favorise à la fois la sécurité et le mieux-être. CAMH est une organisation hautement performante vouée à l’amélioration continue de la qualité qui crée une destination de classe internationale où apprendre et enseigner et un environnement thérapeutique où nos patients peuvent se rétablir et récupérer. »

Wellness Centre Administrator Jessica Preiss (right) shows staff the resources available to them at CAMH’s new College Street Wellness Centre.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 31

Dr. Catherine Zahn President & CEO/Présidente et chef de la direction CAMH

“CAMH is thrilled to receive this

”

patients to heal and recover.

« CAMH est ravie de se voir décerner cette désignation d’Excellence

Centre for Addiction and Mental Health Thanks to the dedication of over 3,200 staff, 400 physicians and 1,250 volunteers, the Centre for Addiction and Mental Health (CAMH) provided world-class clinical care to more than 35,500 patients last year. The organization conducts ground-breaking research, provides expert training to health care professionals and scientists, and develops innovative health promotion and prevention strategies. As part of its transformation into a performance- and evidence-based organization, CAMH developed a Balanced Scorecard to track performance across key metrics. A Safe & Well CAMH initiative describes the organization’s commitment to staff and patient safety, including physical and psychological health and wellness. Safe & Well CAMH uses a ‘Prevent, Respond, and Improve’ approach to ensure continuous improvement. CAMH discusses and learns from errors, and uses data and evidence to make decisions. Regular Team Huddles have improved team communication, collaboration and empowerment.

Centre de toxicomanie et de santé mentale Grâce au dévouement de plus de 3 200 membres du personnel, 400 médecins et 1 250 bénévoles, le Centre de toxicomanie et de santé mentale (CAMH) a offert des soins cliniques à plus de 35 500 patients l’année dernière. L’organisme mène des recherches avant-gardistes, offre une formation spécialisée aux professionnels de la santé et aux scientifiques, et élabore des stratégies novatrices favorisant la santé et la prévention. Pour se transformer en une organisation performante, fondée sur des données probantes, CAMH a mis au point une carte de pointage équilibrée pour suivre le rendement d’indicateurs clés. Une initiative Safe & Well CAMH (en sécurité et en bonne santé) décrit l’engagement de l’organisme envers la sécurité de son personnel et de ses patients, y compris la santé et le mieux-être physiques et psychologiques. Pour assurer une amélioration continue, Safe & Well CAMH a recourt à une démarche de prévention, d’intervention et d’amélioration. CAMH parle des erreurs, en tire les leçons, et prend ses décisions en se fondant sur des données et des faits. La tenue régulière de petites réunions d’équipes a permis d’améliorer les communications, la collaboration et l’habilitation.

Canada en reconnaissance de nos efforts afin de créer un milieu de travail qui favorise à la fois la sécurité et le mieux-être. CAMH est une organisation hautement performante vouée à l’amélioration continue de la qualité qui crée une destination de classe internationale où apprendre et enseigner et un environnement thérapeutique où nos patients peuvent se rétablir et récupérer. »

CAMH President and CEO Dr. Catherine Zahn (left) congratulates the 2017 Ambassador Awards winners on Safe & Well CAMH Day.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 32

Chartered Professional Accountants of Canada Chartered Professional Accountants of Canada is one of the largest national accounting organizations in the world, representing more than 210,000 members. To ensure their success, CPA Canada develops leading-edge thought leadership, research, guidance and educational programs. It advocates for the public interest and supports the setting of accounting, auditing and assurance standards. The company has established a Wellness Framework that includes a leading financial literacy program developed in-house and delivered to local and national community partners by volunteer CPA members across the country. For staff, the company has initiated ongoing financial wellness programming at all of its offices. The result is a supportive culture where employees feel the organization is contributing to their overall wellness to enhance their lives, instill a sense of belonging, navigate change and strive for optimal performance.

Comptables professionnels agréés du Canada Comptables professionnels agréés Canada est l’une des plus grandes organisations comptables nationales dans le monde, représentant plus de 210 000 membres. Pour garantir son succès CPA Canada a mis au point des programmes de pointe en leadership éclairé, recherche, conseils et éducation. L’organisation défend l’intérêt public et appuie l’établissement de normes de comptabilité, d’audit et de certification. L’organisation a mis en place un cadre de bien-être qui comprend un programme de littératie financière de premier plan créé à l’interne et délivré aux partenaires communautaires au niveau local et national par des membres bénévoles de CPA partout au pays. Pour son personnel, l’organisation a créé une programmation permanente de bien-être financier dans tous ses bureaux. Ceci a donné lieu à une culture de soutien où les employés sentent que l’organisation contribue à leur bien-être général, améliorant ainsi leur qualité de vie, leur inculquant un sens d’appartenance, leur permettant de naviguer à travers les changements et à tendre vers un rendement optimal.

Joy Thomas President & CEO/Présidente et chef de la direction CPA Canada

“As research shows, financial

wellness programs in the workplace can increase productivity and decrease stress for employees, contributing to an overall healthier work environment. CPA Canada is committed to improving the financial wellness of Canadians through our no-cost financial literacy program for workplaces, as well as offering the same great wellness practices to the employees in our CPA Canada offices across the country.

”

« Comme le démontre la recherche, les programmes de bien-être financier dans le lieu de travail peuvent accroître la productivité et diminuer le stress des employés, contribuant à un environnement de travail plus sain. CPA Canada est déterminé à améliorer le bienêtre financier des Canadiens en proposant des programmes gratuits de littératie financière pour les lieux de travail, tout en offrant les mêmes pratiques de bien-être financier aux employés des bureaux de CPA Canada partout au pays. »

CPA Canada delivers the Financial Wellness Program.

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I IT +

Central Agencies Cluster

Ron Balcom Director/Directeur Cluster Applications Branch, Treasury Board Secretariat/Direction des applications pour le groupement, Secrétariat du conseil du trésor

“Our silver-level journey with

Excellence Canada began in 2016. It has enabled continuous improvements within our branch and fostered a culture where everyone can achieve their highest potential. The Excellence, Innovation and Wellness Standard provided us with a credible, recognized framework to assist in developing of our vision, mission and values statements, and it has strengthened our positive and healthy workplace where each employee feels encouraged and motivated to truly make a difference.

”

« Notre cheminement avec Excellence Canada en vue d’atteindre le niveau Argent a commencé en 2016. Il nous a permis d’apporter des améliorations continues dans notre direction et d’encourager une culture où chacun peut réaliser son plus haut potentiel. La norme d’Excellence, d’innovation et de mieux-être nous donne un cadre reconnu et crédible qui nous aide à élaborer nos énoncés de vision, de mission et de valeurs; elle a aussi contribué à rendre notre milieu de travail plus positif et plus sain où chaque employé est encouragé et motivé à faire une véritable différence. »

Cluster Applications Branch, Central Agencies I&IT Cluster, Treasury Board Secretariat The Cluster Applications Branch (CAB) provides leadership in the planning, development, delivery and support of IT application solutions. This aligns with the overarching mandate of the Central Agencies I&IT Cluster to ensure that the Ontario Public Service has the tools, expert support and knowledge to optimize the value of I&IT investments. Through staff collaboration, CAB has developed its vision, mission and core values statements. It actively promotes mental wellness and helps to reduce the stigma associated with mental illness in the workplace. Branch day presentations, internal communications and other initiatives have reinforced employee awareness, understanding and commitment to contribute to Excellence. CAB has formal recognition and awards programs, offers flexible work options and supports work-life balance. Strong collaboration and a positive work environment have resulted in high levels of employee engagement.

Direction des applications pour le groupement, Groupement ITI pour les organismes centraux, Secrétariat du conseil du trésor La Direction des applications pour le groupement (DAG) offre un leadership dans la planification, le développement, la mise en œuvre et le soutien des solutions d’applications de TI. Ceci s’aligne sur le mandat principal du Groupement ITI pour les organismes centraux afin que la fonction publique de l’Ontario puisse avoir les outils, le soutien et les connaissances spécialisées nécessaires pour optimiser la valeur des investissements ITI. Avec la collaboration du personnel, la DAG a élaboré l’énoncé de sa vision, de sa mission et de ses valeurs fondamentales. La direction s’affaire activement à promouvoir le mieux-être mental et aide à atténuer les stigmates liés aux maladies mentales en milieu de travail. Des présentations journalières, des communications internes et d’autres initiatives de la direction ont permis de sensibiliser davantage les employés, les aidant à mieux comprendre ce qu’est l’excellence, les incitant ainsi à y contribuer. La DAG a des programmes officiels de reconnaissance et de prix, offre des options d’horaires flexibles et favorise l’équilibre entre la vie professionnelle et personnelle. Une solide collaboration et un environnement de travail positif ont engendré des niveaux d’engagement élevés de la part des employés.

CAB Mental Health Working Team (from left to right) – Stephen Clay, Randy Streef, Dana Hutchins & Suzanne Garvey ** Standing beside CAB’s Mental Health Resources Board.

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Engineers Canada Engineers Canada is the national organization of the provincial and territorial associations that regulate the practice of engineering in Canada and license the country’s 290,000 members of the engineering profession. Engineers Canada provides expertise, services and tools to encourage the growth of engineering in Canada, help establish consistent high standards, and inspire public confidence. Since 2016, Engineers Canada has simplified its governance approach, refined and clarified its organizational purpose, created a new strategic plan and strengthened communications. Annual planning, budgeting and monitoring processes are continually improving. There is better control and management of policies, reduced staff turnover, improvements to the management and documentation of key business processes and projects, and better alignment within planning processes. Employees are engaged, working in a culture that encourages and values the free flow of information in pursuit of continual growth.

Ingénieurs Canada Ingénieurs Canada est l’organisme national qui regroupe les ordres provinciaux et territoriaux chargés de réglementer l’exercice du génie au Canada et de délivrer les permis d’exercice aux ingénieurs du pays, dont le nombre s’élève actuellement à 290 000. Ingénieurs Canada fournit de l’expertise, des services et des outils pour favoriser la croissance de la profession d’ingénieur au Canada, aider à établir des normes professionnelles uniformes et rigoureuses et inspirer la confiance du public. Depuis 2016, Ingénieurs Canada a simplifié son mode de gouvernance, clarifié sa raison d’être, créé un nouveau plan stratégique et renforcé ses communications. L’organisme améliore sans cesse ses processus annuels de planification, de budgétisation et de surveillance. Le contrôle et la gestion des politiques ont été bonifiés, le roulement de personnel a diminué, la gestion et la documentation des principaux processus et projets opérationnels ont été améliorées et les processus de planification sont mieux harmonisés. Les employés sont motivés et travaillent dans une culture qui encourage et valorise la libre circulation de l’information dans un souci de croissance continue.

The biweekly What’s up With (WuW) is a chance for all staff to come together and share news and updates from across the organization.

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Gerard McDonald, MBA, P.Eng. Chief Executive Officer/Chef de la direction Engineers Canada/Ingénieurs Canada

“Engineers Canada is proud to have

achieved the silver certification. Our team has taken major leaps in making continual improvement a foundational part of how we work, and we are seeing the benefits as we work smarter, achieve greater impact, and reinforce our positive team culture.

”

« Ingénieurs Canada est fier d’avoir obtenu la certification de niveau Argent. Notre équipe a fait des avancées majeures afin que l’amélioration continue soit un volet fondamental de notre façon de fonctionner et nous en voyons les résultats positifs dans la manière plus efficace dont nous travaillons, dans le plus grand impact que nous faisons et le renforcement de notre culture d’équipe positive. »

Lucie M.A. Tedesco Commissioner of the Financial Consumer Agency of Canada/ Commissaire de l’Agence de la consommation en matière financière du Canada

“To me, a healthy workplace is one

where we feel recognized, supported, respected and empowered for our contributions. We have opportunities to grow both personally and professionally. And no matter our role within the organization, we are united with our colleagues by a sense of common purpose.

”

« Pour moi, un milieu de travail sain est un endroit où nous nous sentons reconnus, soutenus, respectés et habilités pour nos contributions. Nous avons des opportunités de croissance personnelle et professionnelle. Peu importe notre rôle au sein de l’organisation, nous sommes unis à nos collègues par un objectif commun. »

Financial Consumer Agency of Canada The Financial Consumer Agency of Canada (FCAC) protects financial consumers by overseeing federally regulated financial entities and by strengthening the financial literacy of all Canadians. In 2015, FCAC published the National Strategy for Financial Literacy – Count me in, Canada. Its vision is to empower Canadians to manage money and debt wisely, to plan and save for the future, and to prevent and protect against fraud and financial abuse. In 2018, FCAC appointed a mental health champion as part of the Mental Health in the Federal Public Service strategy. FCAC’s mental health action plan initiatives encourage staff to invest in their mental, physical and financial well-being. FCAC regularly brings in subject matter experts and guests speakers, and each November promotes employee activities to support Financial Literacy Month, a nation-wide initiative promoting the importance of financial literacy.

Agence de la consommation en matière financière du Canada L’Agence de la consommation en matière financière du Canada (ACFC) protège les consommateurs de produits financiers en surveillant les entités sous réglementation fédérale et en renforçant la littératie financière de tous les Canadiens. En 2015, l’ACFC a publié Stratégie nationale pour la littératie financière – Compte sur moi, Canada. Elle a pour vision de donner aux Canadiens les moyens dont ils ont besoin pour gérer leur argent et leurs dettes judicieusement, planifier et épargner pour l’avenir, prévenir la fraude et l’exploitation financière et s’en protéger. En 2018, l’ACFC a nommé un champion de la santé mentale dans le cadre de la Stratégie pour la santé mentale dans la fonction publique fédérale. Les initiatives du plan d’action en santé mentale de l’ACFC encouragent le personnel à investir dans leur bien-être mental, physique et financier. L’ACFC invite régulièrement des experts en la matière et des conférenciers. De plus, chaque mois de novembre, elle organise des activités pour ses employés dans le cadre du Mois de la littératie financière, une initiative visant à promouvoir l’importance de la littératie financière à l’échelle nationale.

FCAC Commissioner Lucie Tedesco with FCAC employees sharing information on their financial literacy resources with colleagues and stakeholders.

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IT Source Branch, Central Agencies I&IT Cluster, Treasury Board Secretariat IT Source provides people, tools and technology that drive innovation and excellence across the Province of Ontario. With 250 employees dispersed throughout the Greater Toronto Area and Oshawa, the branch supplies a pool of appropriately skilled professionals to work on business and I&IT projects. IT Source’s journey to excellence began in 2012 with Excellence Canada PEP® Level 1 accreditation, followed by PEP® Level 2 accreditation in 2013; this provided a blueprint to enhance and transform the business and work towards continuous improvement. Today, a three-year strategic roadmap focuses on service modernization, partnerships and workplace culture. Clients and business partners are engaged and informed, and their input is incorporated into continuous improvement activities. Employees feel valued, supported and inspired to give their best. Flexible work programs support work-life balance and learning opportunities are flexible, adaptive and connected to employee career growth.

Direction des services flexibles de TI, Groupement ITI pour les organismes centraux, Secrétariat du conseil du trésor Les Services flexibles de TI offrent des ressources humaines, des outils et de la technologie qui stimulent l’innovation et l’excellence dans toute la province de l’Ontario. Avec 250 employés disséminés dans toute la Région du Grand Toronto et Oshawa, la direction fournit un bassin de professionnels spécialisés possédant les compétences requises pour travailler à des activités et des projets de ITI. Les Services flexibles de TI ont commencé leur cheminement vers l’excellence en 2012 obtenant une accréditation de Niveau 1 du PEP® d’Excellence Canada, puis une accréditation de Niveau 2 du PEP® en 2013, leur donnant un plan directeur pour développer et transformer les activités afin de tendre vers une amélioration continue. Actuellement, une feuille de route stratégique de trois ans est axée sur la modernisation des services, les partenariats et une culture du milieu de travail. Les clients et les partenaires d’affaires sont engagés et informés, et leur contribution est intégrée dans les activités d’amélioration continue. Les employés se sentent valorisés, soutenus et inspirés ce qui les incite à donner le meilleur d’eux-mêmes. Les programmes de travail flexible favorisent l’équilibre entre la vie professionnelle et la vie personnelle. Les occasions d’apprentissage sont flexibles, adaptables et liées à la croissance de carrière des employés.

IT Source is a proponent of wellness in the workplace encouraging informal staff meetings.

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Christopher West Head of IT Source, CAC, Treasury Board Secretariat Chef des Services flexibles des TI, GOC, Secrétariat du Conseil du trésor

“The process of working with

Excellence Canada was a rewarding and innovative experience. Thanks to the dedication of our staff, and the guidance of the Excellence Canada verification team, IT Source was able to successfully achieve Goldlevel certification. This achievement allows us to be recognized as a leader in Excellence, Innovation, and Wellness.

”

« Travailler avec Excellence Canada a été une démarche enrichissante et une expérience innovatrice. Grâce au dévouement de notre personnel et à l’encadrement de l’équipe de vérification d’Excellence Canada les Services flexibles des TI ont atteint la certification du niveau Or. Cet accomplissement nous a permis d’être reconnus comme un leader en excellence, innovation, et mieuxêtre. »

Mike Doughty President and CEO/Président et Chef de la direction Manulife Canada/Manuvie Canada

“At Manulife, we strive to make

decisions easier and lives better, not only for our customers but also for our employees dedicated to serving them. That’s why we offer innovative health and financial solutions to the millions of Canadians who trust us to protect what’s most important to them. When our communities and workplaces are healthy, we all benefit in the long-run.

”

« Chez Manuvie nous cherchons toujours à rendre les décisions plus faciles et les vies meilleures, pas seulement pour nos clients mais aussi pour nos employés qui se dévouent à leur service. C’est pourquoi nous offrons des solutions innovatrices en matière de santé et de finance aux millions de Canadiens qui nous confient la protection de ce qui est le plus important pour eux. Quand nos communautés et nos lieux de travail sont sains, au final nous en profitons tous. »

Manulife With a history dating back 130 years, Manulife is a leading global financial services company. Its principal operations are based in Canada, the United States (operating as John Hancock) and Asia. The Canadian division employs over 12,000; one in three Canadians benefit from its services. Manulife has established a well-being framework across Canada that aligns with Excellence Canada’s four key drivers and enables the company to operationalize wellness for both physical and mental health in the workplace. In 2017, the company added a financial wellbeing pillar to this framework. Manulife’s flexible benefits program was also redesigned, and includes a $10,000 Mental Health annual benefit for all employees at no extra cost. Manulife has been enhancing tools, education and resources to improve the employee experience and make work-life balance easier. Upgraded communication tools are simplifying collaboration and connection.

Manuvie Manuvie est une grande compagnie qui offre des services financiers à l’échelle mondiale et dont les origines remontent à 130 ans. Elle exerce ses principales activités au Canada, aux États-Unis (sous le nom de John Hancock) et en Asie. La division Canadienne emploie plus de 12 000 personnes; un Canadien sur trois bénéficie de ses services. Manuvie a mis en place un cadre de bien-être partout au Canada qui s’aligne sur les quatre principaux moteurs d’Excellence Canada et permet à la compagnie de mettre en œuvre le mieux-être tant physique que mental dans le lieu de travail. En 2017, la compagnie a ajouté à ce cadre un pilier de bien-être financier. Manuvie a aussi remanié son programme d’avantages sociaux flexibles et offre maintenant à tous les employés une prestation annuelle de 10 000 $ pour santé mentale sans coûts additionnels. Manuvie a perfectionné ses outils, sa formation et ses ressources pour faire bénéficier ses employés d’une meilleure expérience de travail et d’un meilleur équilibre entre leur vie professionnelle et leur vie personnelle. Une mise à jour de ses outils de communication permet de simplifier la collaboration et de mieux se connecter.

A group of RedDAY volunteers jumping for joy! Manulife supports various heart health awareness initiatives by helping to raise awareness, raising funds and volunteering to support events.

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Manulife is dedicated to helping Canadians be their best. Every day. We offer our clients, their employees and their families mental health education, prevention, intervention and support programs. We are Excellence Canada’s Mental Health at Work Champion of Excellence.

To learn more about our solutions, visit manulife.ca/mentalhealth or contact your Manulife representative.

Group Benefit and Retirement products and services are offered by The Manufacturers Life Insurance Company (Manulife). Plans are offered through The Manufacturers Life Insurance Company. Manulife, the Block Design, Resilience® and The Steps Retirement®, are trademarks of The Manufacturers Life Insurance Company and are used by it, and by its affiliates under licence. © 2018 The Manufacturers Life Insurance Company. All rights reserved. Manulife, PO Box 670, Stn Waterloo, Waterloo, ON N2J 4B8.

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Mike Doughty President and CEO/Président et Chef de la direction Manulife Canada/Manuvie Canada

“At Manulife, we strive to make

”

Manulife As a leading global financial services company, Manulife provides financial advice, insurance, and health, wealth and asset management solutions to individuals, groups and institutions. Currently, more than 34,000 employees, 63,000 agents and thousands of distribution partners serve 26 million customers around the world. The Canadian division employs over 12,000; one in three Canadians benefit from its services. Over the years, Manulife has taken an active role in the wellbeing of its employees. The company’s wellness program, Wellness Matters, is now a more nationally consistent program with some regional flexibility; employee feedback and insights are part of the continuous improvement journey. Data, metrics and feedback are being used to make meaningful improvements and changes. A North American wellness dashboard provides insights into risk factors and helps to direct programming. Manulife also invests in its communities through various programs and volunteerism.

Manuvie Manuvie est une grande compagnie qui offre des services financiers à l’échelle mondiale. Manuvie offre des conseils financiers, des produits d’assurance, et des solutions de gestion de santé, du patrimoine et des actifs aux particuliers, aux groupes et aux institutions. Actuellement, plus de 34 000 employés, 63 000 agents et des milliers de partenaires de distribution servent 26 millions de clients partout dans le monde. La division canadienne emploie à elle seule plus de 12 000 personnes; un Canadien sur trois bénéficie de ses services. Au fil des années, Manuvie joue un rôle actif dans le bien-être de ses employés. Le programme de mieux-être de la compagnie, Pause Santé, est maintenant plus cohérent au niveau national tout en offrant une certaine flexibilité au niveau régional; les commentaires et les idées que contribuent les employés font partie du cheminement vers l’amélioration continue. Les données, les mesures et les observations servent à apporter des améliorations et des changements notables. Un tableau de bord de mieux-être nord-américain donne des indications sur les facteurs de risque et aident à orienter la programmation. Manuvie investit également dans ses communautés par le biais de différents programmes et du bénévolat.

In 2018, Manulife became the title sponsor for the Ride for Heart and raised over $126,000.00 for the Heart and Stroke Foundation of Canada. Hundreds of employees rode, ran, walked and volunteered.

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2018 ORDER OF EXCELLENCE RECIPIENT MENTAL HEALTH AT WORK

RÉCIPIENDAIRE ORDRE DE L’EXCELLENCE SANTÉ MENTALE AU TRAVAIL

Michael Garron Hospital, Toronto East Health Network Michael Garron Hospital (MGH), Toronto East Health Network, is a vibrant community teaching hospital serving more than 400,000 people in 22 distinct neighbourhoods. MGH employs 2500 staff, 400 physicians and midwives, 500 volunteers, and many students and residents completing placements. MGH fosters a culture of patientcentered care anchored by its values of compassion, integrity, courage and accountability. Since becoming the first hospital in Canada to receive the Order of Excellence, Quality and Healthy Workplace in 2010, MGH has committed to role-modeling excellence and leadership in workplace mental health. In 2014, the Mental Health Commission of Canada designated MGH an industry leader for its early adoption of the National Standard for Psychological Health and Safety in the workplace and continued support of mental health in the workplace. In 2015, MGH achieved the Platinum Award of Excellence for Mental Health at Work.

Michael Garron Hospital, Toronto East Health Network L’hôpital Michael Garron (MGH), qui fait partie du Réseau de santé de Toronto Est, est un hôpital d’enseignement communautaire dynamique au service de plus de 400 000 personnes dans 22 quartiers distincts. MGH emploie 2 500 membres du personnel, 400 médecins et sages-femmes, 500 bénévoles et de nombreux étudiants et résidents y terminent leur stage. MGH favorise une culture axée sur les soins aux patients reposant sur ses valeurs de compassion, d’intégrité, de courage et de responsabilisation. Depuis que l’hôpital a été le premier au Canada à se voir décerner l’Ordre de l’excellence, Qualité et Milieu de travail sain en 2010, il s’est engagé à être un modèle d’excellence et de leadership en santé mentale au travail. En 2014, la Commission de la santé mentale du Canada a désigné MGH chef de file du secteur pour avoir adopté très tôt la Norme nationale sur la santé et la sécurité psychologiques en milieu de travail et soutenu de manière continue la santé mentale en milieu de travail. En 2015, MGH s’est vu décerner le prix Platine d’Excellence pour la santé mentale au travail.

Sarah Downey President and CEO/ Présidente et Chef de la direction Michael Garron Hospital

“Michael Garron Hospital has

been committed to promoting and protecting psychological health, safety and wellbeing for more than ten years, in a deliberate and innovative way. Our organization’s vision is to: Create Health, Build Community – for our patients but just as importantly, for our staff, physicians and volunteers. The Mental Health at Work Progressive Excellence Program has helped us improve and align our mental health in the workplace program, creating sustainable, appropriate supports for our people.

”

Members of the Inter-Professional Practice team participate in the Halloween Staff Appreciation Event.

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« Depuis plus de dix ans l’hôpital Michael Garron s’engage à promouvoir et à protéger la santé, la sécurité et le bien-être psychologiques de manière délibérée et novatrice. La vision de notre organisation est de créer de la santé, bâtir une communauté – pour nos patients mais, tout aussi important, pour notre personnel, médical et autre, et pour nos bénévoles. Le Programme d’excellence progressive de santé mentale au travail nous a aidé à améliorer et à harmoniser notre programme de santé mentale en milieu de travail, créant ainsi des soutiens durables et appropriés pour nos gens. »

SPOTLIGHT: CANADA ORDER OF EXCELLENCE RECIPIENT

Journey to ExcellencE BY SA RA H D OW NEY

To work in healthcare is an incredibly rewarding experience, however, at times our work can be challenging. Healthcare providers face numerous and unique stressors; daily exposure to trauma, loss and violence, increasing complexity of care needs, a constant and vigorous pace of technological change and the necessity to do more with diminished resources. As leaders, it is our mandate to ensure the psychological and physical health and safety of staff, physicians and volunteers not only to protect their good health but also to assure quality patient care is being delivered at all times. We view it as an ethical imperative; the right thing to do. Workplace wellness has been paramount in planning and decision-making at Michael Garron Hospital (MGH) for many years. Our mission: Create Health. Build Community must first start within the walls of the hospital with our own people. We understand the inextricable link between the health and wellbeing of our staff and patient safety, satisfaction, outcomes, engagement and innovation. Our longstanding commitment has been sustained by rigorous planning, measurement and evaluation enhanced through participation in the Excellence Canada Quality and Healthy Workplace® and Mental Health at Work Progressive Excellence Programs. Our Wellness Program was introduced in 2004 with a primary focus on physical wellness. This priority was launched in direct response to our first engagement survey, the results of which outlined a need to build organizational trust and confidence. In 2008, as a result of feedback from Excellence Canada (then National Quality Institute), we developed our first Mental Health Strategic

Plan focused on a more holistic view of mind, body, spirit with the intent to create a respectful, inclusive environment free from stigma, harassment and discrimination. The National Standard for Psychological Health and Safety in the Workplace was integrated into our mental health strategy in 2010. The wellness strategy is grounded in the principle of appropriately equipping our staff with the right training, skills development and supports to best enable them to serve our community. Foundational programs like Workplace Violence Prevention training address the need to secure the physical safety of those providing care and recognizes no violent incident occurs without a psychological impact. Emotional Intelligence Training, offered to each new employee through our corporate orientation, sets clear expectations for behavior, communication and the caliber of relationships we want to cultivate between roles and communities of practice. LGBTQ Inclusivity Training and Cultural Safety Training positively impact patients and staff by strengthening civility and respect. We have worked consistently and deliberately to reduce the stigma of mental health in the workplace by building awareness for compassion fatigue and burn out and developing programs to enhance personal resilience and self-care. All of our leaders attend Queen’s Leading a Mentally Healthy Certification and play a vital role in recognizing when staff require assistance and access to supports. Our leaders are our champions. An “open door” policy and high visibility practices such as senior team rounding guarantee our leaders are accessible. Communication forums and feedback programs like our

“Ask Us” hotline provide staff the opportunity to address concerns and ask questions directly to a member of the senior team. These types of access are crucial for psychological health and safety but also innovation. Our partnership with Excellence Canada (then National Quality Institute) began in 2004. After implementing the Quality and Healthy Workplace® frameworks, MGH became the first hospital to be awarded the Order of Excellence in 2010 and again in 2014. The framework was well aligned with Accreditation requirements and helped us understand and better define the relationship between environment, quality, safety and innovation. Coupled with the undeniable challenges inherent in healthcare, we committed to apply the Mental Health at Work Framework, earning the Platinum Award of Excellence in 2015. Our relationship with Excellence Canada is extraordinarily valuable; helping us to develop partnerships with the Mental Health Commission of Canada, providing research opportunities and through verification, acquainting us with best practices in other business sectors. What remains through 14 years of learning and evolution is the acknowledgement that workplace wellness, health and safety, be it psychological or physical is a culture shift requiring stewardship and resources. It has been our experience that the journey is neither short nor linear, demanding continual input from frontline staff, communication, evaluation and innovation. When we first began to focus on workplace wellness and in particular, mental health, we immediately experienced positive gains in engagement scores and sustained an upward trend in overall engagement from 2004 – 2015, LTD claims and prescription drug costs for mental health conditions decreased significantly, incident reporting increased as did the reporting of near incidents – a positive outcome of adopting a just culture. During the same timeframe, patient satisfaction scores, Emergency Department wait times improved. Now, in a transformative era of change, it is even more essential we continue to support staff health and wellness and sustain the progress gained by adopting the Standard. In April of 2018 we broke ground for the development of a new patient care tower. With a completion date of 2024, we are committed to supporting our staff and in turn, our community through extensive change. Our dedication to our values of compassion, accountability, integrity and courage will enable us to advance psychological health and safety in the healthcare sector. Our vision to create health and build community will remain constant.

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Heidary

Bruce Bateman Director/Directeur Ontario Parks/Parcs Ontario

“This certification is a tribute to

Ontario Parks employees’ dedication to their work and commitment to quality service. Pursuing certification makes us examine our organization and to nurture excellence, innovation and wellness in the workplace. I see the benefits of certification reflected every day in our visitors, our staff and our resources.

”

« Cette certification fait honneur au dévouement des employés de Parcs Ontario et à leur engagement à offrir

Ontario Parks, Ministry of the Environment, Conservation and Parks Ontario Parks is a system of 340 provincial parks spread from the Arctic shores of Hudson’s Bay to the Carolinian forests of southwestern Ontario. The single largest provider of outdoor recreation in Ontario, Ontario Parks conserve biodiversity, sequester carbon, reduce flood risk and protect provincially significant elements of Ontario’s natural and cultural heritage. Committed to process improvement and the Excellence journey, Ontario Parks has achieved certification through Excellence Canada five times consecutively since 2006. Over the last 15 years, Ontario Parks has made process improvement part of its normal business. Innovative practices, leadership training, a customer service focus, strategic planning and health and wellness are demonstrated in the daily actions and guiding documents for the organization. These successful business practices have led to improved financial sustainability, higher staff engagement, a sustained increase in visitation, and award-winning environmental and educational programs.

Parcs Ontario, ministère de l’Environnement, de la Protection de la nature et des Parcs Parcs Ontario est un système de 340 parcs provinciaux allant des rives arctiques de la Baie d’Hudson aux forêts caroliniennes du Sud de l’Ontario. Le plus important fournisseur d’activités récréatives de plein air en Ontario, Parcs Ontario conserve la biodiversité, capture le carbone, réduit les risques d’inondation et protège des éléments d’importance provinciale de l’héritage naturel et culturel de l’Ontario. Bien déterminé à pratiquer une culture d’amélioration continue et à poursuivre son cheminement vers l’excellence, Parcs Ontario s’est mérité une certification d’Excellence Canada cinq fois consécutives depuis 2006. Au cours des 15 dernières années, Parcs Ontario a fait de l’amélioration continue une de ses activités courantes. Pratiques novatrices, formation en leadership, attention particulière au service à la clientèle, planification stratégique, santé et mieux-être sont évidents dans les actions quotidiennes et les documents d’orientation de l’organisation. Ces bonnes pratiques opérationnelles ont permis d’améliorer la viabilité financière, de renforcer l’engagement du personnel, d’augmenter de manière soutenue les visites et d’avoir des programmes environnementaux et éducatifs primés.

un service de qualité. Chercher à obtenir la certification nous oblige à scruter notre organisation et à cultiver l’excellence, l’innovation et le mieux-être dans le lieu de travail. Je vois rejaillir les bienfaits de la certification tous les jours dans nos visiteurs, notre personnel et nos ressources. »

Ontario Parks Discovery Rangers help connect visitors to the amazing natural and cultural history of our province.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 44

Peel Regional Police Peel Regional Police (PRP) is the second largest municipal police service in Ontario, with 2,068 sworn officers, 29 cadets, 823 civilian support staff and 134 part-time and temporary staff. It provides policing services to the 1.3 million residents of the cities of Brampton and Mississauga. The PRP’s 2017-2019 Strategic Plan, entitled “A Safer Community Together,” is based on extensive consultations with a wide variety of stakeholders. It includes performance indicators for each strategic goal, collecting information for planning purposes. Over the past 10 years, a “Member Focused Workplace” has been nurtured with the introduction of numerous programs and initiatives including: Corporate Communications, Organizational Wellness, and Risk Mitigation bureau; a psychological safeguarding program; attendance management; numerous employee-driven committees; and many new and upgraded information technology systems. PRP has been recognized with awards from numerous independent community organizations.

Peel Regional Police Peel Regional Police (PRP) est le deuxième plus important service de police municipale en Ontario, comptant 2 068 agents assermentés, 29 cadets, 823 membres civils du personnel de soutien et 134 membres du personnel à temps partiel et temporaire. PRP assure des services de police à 1,3 million de résidents des villes de Brampton et Mississauga. Le plan stratégique de 2017-2019 de PRP intitulé « A Safer Community Together » (ensemble pour une communauté plus sécuritaire) est l’aboutissement de longues consultations auprès d’un large éventail de parties prenantes. Il comprend des indicateurs de rendement pour chaque objectif stratégique, recueillant des informations à des fins de planification. Au cours des 10 dernières années, l’introduction de plusieurs programmes et initiatives, notamment : des communications générales, un mieux-être organisationnel, et un bureau d’atténuation des risques; ainsi qu’un programme de protection de la santé psychologique; une gestion des présences; de nombreux comités pilotés par les employés; et un grand nombre de systèmes de technologie de l’information, nouveaux et mis à niveau, favorise un « milieu de travail axé sur les membres ». PRP a été reconnu par de nombreux organismes communautaires qui lui ont décerné des prix.

Focus on community.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 45

Jennifer Evans Chief/Chef Peel Regional Police

“On behalf of Peel Regional Police, I

am pleased to accept this prestigious award from Excellence Canada in honour of our organization’s culture of excellence, innovation and wellness. It is a testament to the hard work, dedication and collaboration demonstrated by our employees on a daily basis. I am extremely proud of their commitment and dedication.

”

« Au nom de la police régionale de Peel, je suis heureuse d’accepter ce prix prestigieux que nous décerne Excellence Canada en hommage à la culture d’excellence, d’innovation et de mieux-être de notre organisation. Il témoigne des efforts, du dévouement et de la collaboration dont nos employés font preuve jour après jour. Je suis extrêmement fière de leur engagement et de leur dévouement. »

DURHAM REGION

Dr. Hugh Drouin Commissioner of Social Services/ Commissaire des services sociaux The Regional Municipality of Durham

“Working with Excellence Canada

in the last 15 years has provided our organization with a very helpful framework for our journey of Excellence, Innovation and Wellness. I remain deeply grateful for Excellence Canada’s guidance and for our wonderful gifted staff who always put people first. In doing this, they have created a ‘massively human’ workplace.

”

Social Services Department, The Regional Municipality of Durham The largest department within the Regional Municipality of Durham, the Social Services Department is comprised of more than 2,000 employees who provide care, support and services to children, families, seniors and individuals with various needs. Its experienced and qualified staff serve people throughout their life’s journey.  The department’s partnership with Excellence Canada began over 15 years ago. Today, its vision is to care deeply for staff, so they in turn can care deeply for the people they serve. The goal is to create a culture that is “massively human” where everyone is valued and feels a strong sense of belonging. Embedded into the department’s culture are foundational principles of care, excellence, learning and leadership. The Excellence Journey has led to an important business framework and an effective, balanced approach to continuous improvement that engages employees and encourages new ideas.

Social Services Department, The Regional Municipality of Durham De tous les services de la Région municipale de Durham, les Services sociaux sont les plus grands, comptant plus de 2 000 employés qui offrent des soins, un soutien et des services aux enfants, familles, aînés et autres personnes ayant différents besoins. Leur personnel expérimenté et qualifié sert les gens tout au long de leur vie.  Le partenariat des Services avec Excellence Canada a commencé il y a 15 ans. De nos jours, leur vision est de se soucier profondément de leur personnel qui, à son tour, a profondément à cœur les gens qu’il sert. Le but est de créer une culture « massivement humaine » dans laquelle chacun se sent valorisé et éprouve un profond sentiment d’appartenance. Les principes fondamentaux d’attention, d’excellence, d’apprentissage et de leadership sont enracinés dans la culture des Services. Leur cheminement les a mené à un important cadre de gestion et une démarche d’amélioration continue, efficace et équilibrée, qui engage les employés et encourage les idées nouvelles.

« Notre collaboration avec Excellence Canada ces quinze dernières années a donné à notre organisation un cadre de travail très utile pour poursuivre notre cheminement vers l’excellence, l’innovation et le mieux-être. Je suis profondément reconnaissant envers Excellence Canada pour ses conseils et son assistance et notre fantastique et talentueux personnel pour qui les gens viennent toujours en priorité, créant ainsi un milieu de travail ‘massivement humain’. »

Honouring Seniors Month in our Long-Term Care Division with free hugs.

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The Law Society of Ontario, Corporate Services Division The Law Society of Ontario regulates Ontario’s legal professions in the public interest. Its Corporate Services division provides a wide range of services to both internal and external Law Society clients. Departments include Facilities and Planning, Catering, Client Service Centre, Human Resources, Corporate Resource & Training Centre and Information Technologies. The division’s excellence journey began nearly 20 years ago, following the Law Society’s creation of a centralized Client Service Centre (CSC) which ultimately attained Gold certification under Excellence Canada’s Progressive Excellence Program in 2015. That experience proved a valuable guide in understanding EIW drivers, assessing the division’s readiness, and taking measures to close existing gaps. Today, the division nurtures a positive organizational culture marked by a commitment to worklife balance, innovation, Green initiatives, voluntarism, many wellness initiatives and resources, and opportunities for advancement and growth.

Barreau de l’Ontario, Direction des services généraux Le Barreau de l’Ontario réglemente les professions juridiques dans l’intérêt public. Sa division des services généraux offre un large éventail de services aux clients internes et externes du Barreau. Les services comprennent les installations et la planification, la restauration, le centre de services à la clientèle, les ressources humaines, les ressources générales et le centre de formation et les technologies de l’information. Le cheminement de la division vers l’excellence a commencé il y a près de 20 ans, après que le Barreau a regroupé ses services à la clientèle en un seul centre, ce qui a valu à la division d’obtenir une certification Or dans le cadre du Programme d’excellence progressive d’Excellence Canada en 2015. Cette expérience s’est avérée un guide précieux pour comprendre les moteurs de l’Excellence, de l’innovation et du mieux-être, évaluer l’état de préparation de la division et prendre les mesures qui s’imposaient pour combler les lacunes existantes. Présentement, la division entretient une culture organisationnelle positive marquée par un engagement envers un équilibre entre la vie professionnelle et personnelle, l’innovation, les initiatives vertes, le bénévolat et de nombreuses initiatives et ressources en matière de mieux-être, ainsi que des opportunités d’avancement et de croissance.

Law Society of Ontario staff celebrate Pink Shirt Day annually in support of anti-bullying initiatives.

ACHIEVING EXCELLENCE IN A BRAVE NEW WORLD – PRESERVE. PROTECT. PERFORM. | 47

Terry Knott Executive Director/ Corporate Services Directrice des services sociaux Law Society of Ontario/ Barreau de l’Ontario

“We have enjoyed a long and

productive relationship with Excellence Canada. By regularly analyzing our progress via the PEP (and more recently through the EIW), we are able to apply criteria that allow us to objectively assess our strengths and opportunities as part of our commitment to continual improvement.

”

« Nous entretenons une longue et productive relation avec Excellence Canada. En analysant régulièrement nos progrès par le biais du PEP (et plus récemment par celui d’EIME), nous pouvons appliquer des critères qui nous permettent d’évaluer objectivement nos points forts et nos opportunités dans le cadre de notre engagement envers l’amélioration continue. »

Marjolyn Pritchard Director, Infectious Diseases Control Division/ Directrice, Division du contrôle des maladies infectieuses York Region Public Health

“Achieving Silver Level accreditation

with Excellence Canada validates the Infectious Diseases Control Division’s ongoing commitment to continuous improvement. The award recognizes and honours this unwavering dedication from our staff and management teams in the delivery of quality programs and services that reduce the burden of infectious diseases among residents. Our journey to silver brought everyone together for a common goal – leveraging the commitment, collaboration and teamwork we pride ourselves on each and every day.

”

« L’accréditation de niveau Argent réalisée par la Division du contrôle des maladies infectieuses auprès d’Excellence Canada témoigne de son engagement soutenu envers l’amélioration continue. Le prix reconnaît et honore ce dévouement infaillible de notre personnel et de nos équipes de gestion déterminés à offrir des programmes et services de qualité qui atténuent le fardeau que représentent les maladies infectieuses pour nos résidents. Le cheminement qui a mené au niveau Argent nous a tous soudés afin de tendre vers un but commun – mettant chaque jour en oeuvre l’engagement, la collaboration et le travail d’équipe dont nous sommes fiers. »

York Region Public Health – Infectious Diseases Control Division YRPH’s Infectious Diseases Control Division works with residents, health care professionals and the community to reduce the burden of infectious disease and promote the health and well-being for people who live, work, play and go to school in York Region. Continuous improvement, excellent services and innovation are considered priorities in the division’s five-year strategic plan and daily operations. A dedicated continuous quality improvement (CQI) specialist helps program areas develop improvements and efficiencies, while a “CQI Champions” group supports innovation. Improvements, big and small, are recognized and encouraged. Policies, procedures and process maps have been developed for nearly all aspects of the division’s work. Staff updated the division’s vision and mission, created a customer promise statement and participated in a satisfaction survey. There are flexible work arrangements, a compressed work week, fitness centre discounts, workplace accommodations and numerous mental health initiatives.

York Region Public Health – Infectious Diseases Control Division La division du contrôle des maladies infectieuses de YRPH travaille en collaboration avec les résidents, les professionnels de la santé et la communauté afin de réduire le fardeau que présentent les maladies infectieuses et promouvoir la santé et le bien-être des personnes qui vivent, travaillent, se divertissent et vont à l’école dans la région de York. L’amélioration continue, d’excellents services et l’innovation sont autant de priorités qui figurent dans le plan stratégique de cinq ans de la division et qui font partie de ses opérations journalières. Une personne spécialisée dans l’amélioration continue de la qualité (ACQ) aide les différents secteurs du programme à élaborer des améliorations et des efficacités, tandis qu’un groupe de « champions de l’ACQ » appuie l’innovation. Les améliorations, quelle que soit leur taille, sont reconnues et encouragées. Des politiques, des procédures et des schémas de processus ont été mis au point pour pratiquement tous les aspects du travail de la division. Le personnel a mis à jour la vision et la mission de la division, créé un énoncé de promesse aux clients et a participé à un sondage de satisfaction. Des horaires de travail flexibles sont en place, ainsi qu’une semaine de travail comprimée; un centre de conditionnement physique à prix réduit, des aménagements en milieu de travail et de nombreuses initiatives de santé mentale sont à la disposition des employés.

Teams from York Region Public Health’s Infectious Diseases Control Division celebrating our hard work, accomplishments and efforts towards Silver Accreditation.

PERFORMANCE EXCELLENCE SUMMIT AND CANADA AWARDS FOR EXCELLENCE | 48

I t ' s you r f uture

Be Happy and healthy At Excellence Canada we are using our evidence-based resources, tools and best practices to help make a positive impact in workplaces across Canada. Our Healthy Workplace ÂŽ Standard provides a roadmap to a happier and healthier workplace.

To learn more about how we can help you create or enhance a healthy workplace strategy visit us at

excellence.ca/healthyworkplaces or call 1-800-263-9648 ext 211 for a complimentary consultation.

North American Life Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2 | tf. 800.263.9648 | t. 416.251.7600 | www.excellence.ca

Excellence Canada gratefully acknowledges the support of the following sponsors of Canadian Excellence

THANK YOU "We couldn't have done it without you!" CHAMPIONS OF EXCELLENCE

HEALTHY BREAKFAST SPONSOR

ADVOCATE SPONSOR

SUPPORTER SPONSORS

INDUSTRY SPONSOR

DURHAM REGION

MEDIA SPONSORS

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