WELCOME TO THE ART GALLERY OF HAMILTON

Updated: October 2013

Welcome to the Art Gallery of Hamilton
Art Gallery of Hamilton
From AGH Volunteer Committee Executive
We are delighted to welcome you as a Volunteer at the Art Gallery of Hamilton. By giving your time and
effort to the AGH you are enhancing visitor experiences, assisting staff, and aiding the Gallery in generating
revenues.
Aside from knowing you are personally supporting the Gallery through sharing your time and talents, there
are other benefits of being a Member of the Volunteer Committee. Among them are connecting with other
people who share your interests, behind the scenes view of the AGH and its operation, recognition at annual
meetings and awards ceremonies, receipt of our quarterly Volunteer e-newsletter (galleryGAB), and a
variety of discounts including a 10% discount on purchases at Retail and at the Cafe, discounts for
admission to guest lectures at AGH, and reciprocal discounts at many other art galleries and museums.
As a Volunteer, you are an ambassador for the Gallery. It is important that you know what is expected of
you, how the Gallery operates, and how to interact with the public. This manual has been designed to help
you feel comfortable in your role as a Volunteer. We ask that each Volunteer practice the following
guidelines so that we can all work most effectively as a team. Thank you for choosing to Volunteer with
AGH, and we trust that you will find your Volunteer experiences enjoyable and rewarding. For our part, we
respect your time and talents, and will do our best to ensure that both are used efficiently and effectively.
From Louise Dompierre, AGH President and CEO
Art Galleries have undergone major if not revolutionary changes in the past decade. At all levels of these
key cultural organizations, from curatorial research and production to management, a higher level of
professionalism has been introduced and implemented. More importantly, art galleries are now more selfsufficient,
welcoming, and responsive to the communities in which they operate.
Does this mean that Volunteers, who launched, sustained and participated in the growth of art galleries no
longer have a role to play? On the contrary. More than ever your generous donation of time is needed. The
AGH together with peer organizations across the country depends on the involvement of dedicated
Volunteers. We need you as ambassadors in the City to share with others the best that the AGH can offer.
We need you as interpreters of our great programme of exhibitions and we need your expertise in our library
and in many other areas of activities. Finally, we need your help to build our revenues further.
In 2012, the Members of the Volunteer Committee provided over 7,481 hours of service to the Art Gallery of
Hamilton. Your contribution to the Gallery is invaluable, and we appreciate your efforts. You lend your
expertise, your time, and your efforts so generously. On behalf of the Art Gallery of Hamilton, I salute your
achievements and thank you for all you do for the betterment of our Gallery and our community.
To all those of you of have been working with us for many years – thank you - and a warm welcome to all
those of you who are new to the AGH.

Table of Contents
Art Gallery of Hamilton
1. ABOUT THE ART GALLERY OF HAMILTON
1.1 General Information
1.2 Frequently Asked Questions
2. VOLUNTEER QUALIFICATIONS
2.1 Benefits of Volunteering
3. VOLUNTEER PLACEMENTS AREAS (Major Duties and Responsibilities)
3.1 Education (Docent & Library)
3.2 Film and Performance
3.3 Visitor Services
3.4 Membership Promotion
3.5 Retail / Art Rental + Sales
3.6 Special Events
4. VOLUNTEER POLICIES
4.1 Accountability for Job Performance
4.2 Confidentiality
4.3 Conflict of Interest
4.4 Membership in AGH
4.5 Orientation and Training
4.6 Speaking on Behalf of the Organization
4.7 Attendance
4.8 Dress-Code
4.9 Public Interactions & No-Touch Policy
4.10 Communication
5. ACCESSIBILITY POLICY
6. VOLUNTEER PROCEDURES
6.1 Volunteer Screening
6.2 Conflict of Interest
6.3 Addressing Volunteer Concerns
6.4 Course of Action for a Breach of Policy or Performance Requirements
6.5 Positions on the Volunteer Committee Executive
6.6 Recording Volunteer Hours
6.7 Reimbursement for Parking
7. VOLUNTEER HEALTH & SAFETY
7.1 Personal Vehicle and Property Insurance
7.2 Medical / Health Insurance
7.3 General Liability Insurance
7.4 Access to Gallery before Public Hours
7.5 Signing in and out

7.6 Identification
7.7 Reporting Theft, Damage, or Vandalism
7.8 Evacuating the Building
7.9 If You Discover Fire and/or Smoke in the Gallery
7.10 If you Discover Unidentified or Suspicious Objects
7.11 Power Failure
7.12 Personal Safety & Right to Refuse Unsafe Work
7.13 First Aid
7.14 Gallery “Do’s” and “Don’ts”
8. ABOUT THE VOLUNTEER COMMITTEE
8.1 History of the Volunteer Committee
8.2 Vision, Mission, Mandate, and Strategic Plan of the Volunteer Committee
8.3 Committee Membership
8.3.1 Provisional Volunteers
8.3.2 Active Volunteers
8.3.3 Sustaining Volunteers
9. ABOUT THE VOLUNTEER COMMITTEE EXECUTIVE
9.1 About the Volunteer Committee Executive
9.2 Officers of the Volunteer Committee Executive
9.3 Volunteer Placement Liaisons
APPENDIX A: AGH VOLUNTEER COMMITTEE EXECUTIVE 2013-2014
APPENDIX B: AGH AND VOLUNTEER COMMITTEE CHRONOLOGY
APPENDIX C: ACCESSIBILITY POLICY

1. About the Art Gallery of Hamilton Art Gallery of Hamilton
1.1 General Information
Founded in 1914, the Art Gallery of Hamilton is now one of Ontario's largest public galleries. Over its
90-year history, it has grown and developed along with the communities it serves, building a
permanent collection distinguished by its quality and integrity. Our permanent collection is one of the
finest in Canada, respected nationally and internationally, and recognized as being particularly
distinctive due in part to a significant number of iconic works that serve to distinguish the collection.
Numbering over 9,500 works of art, the collection focuses on three areas: Canadian Historical,
Contemporary, and European Historical.
The cornerstone of the collection is the Bruce Memorial, a donation of 29 paintings made in 1914 to
the City by the family of Hamilton-born artist William Blair Bruce (1859-1906). This donation saw
both the establishment of the Gallery and the inception of the permanent collection. As an important
nineteenth-century Hamiltonian who trained and worked abroad and exhibited both nationally and
internationally, Bruce's skill and activities reflect the scope and nature of Hamilton's permanent
collection: regional, national and international in scope, chronicling the efforts and activities of artists
who have exerted an impact on the visual arts past and present.
1.2 Frequently Asked Questions
What is the cost of attending the Gallery?
Admission to the second floor of the Gallery is free, courtesy of Orlick Industries Ltd. Our banner
exhibitions on the first floor require ticketed admission. Members of AGH have free admission to all
exhibitions at all times. Admission costs are posted at the Visitor Services Desk.
How often do you change exhibitions?
We offer a variety of historical and contemporary exhibitions that include works by regional, national,
and international artists. Often exhibitions are planned three years in advance, and typically remain
up for three to six months. We have three exhibition seasons a year.
What does a visit to the Gallery include?
You can visit the Gallery and explore it on your own, you can book a guided tour with your group, or
on Sunday afternoons you can participate in a docent-guided tour with price of admission. You can
also get involved in one of our many public programs, visit our Shop at AGH, relax in our café, and
even book a space in the Gallery for a future special event.
Can I take photographs? What are the copyright policies?
Photographs and video-taping are not allowed in the exhibition spaces for a few reasons. First, there
are copyright issues involved. Secondly, exposure to lights from flash cameras can damage
paintings and works on paper. The Shop at AGH carries some reproductions of our works. If you are
looking for reproductions for use in a publication or for scholarly research, please contact our
Registrar.
What is the oldest work in the collection?
The oldest work in the collection is a Greek red figured kylix from the 5th century BCE. The oldest
collection of paintings is the Dutch Collection containing works executed in the 16th and 17th
Century.
Why can't I touch the art, frames, or sculptures?
There are acids and oils in your skin that will damage the art. When we are hanging or taking shows
down, our staff wear cotton gloves to protect the artwork. Even large sculptural works and the

frames of paintings need consideration. If we didn't take such precautions, over time fingerprints
would show up, soft materials would absorb acids and oils, and patina or faux finishes would wear
off.
How do you care for your works?
Four large vaults on-site store works that are not on exhibit, either on site or as part of an AGH
traveling exhibition. The Gallery collection houses over 9,500 works of art, so at any given time, the
majority of these are in storage. Our exhibition spaces and vaults are carefully monitored by
machines that measure temperature and humidity levels, the vaults are kept dark, and works on
paper are stored in acid free boxes. Staff wear cotton gloves, and keep handling the art to a
minimum.
What is the annual budget of the Art Gallery of Hamilton?
The AGH’s annual budget is approximately $4 million.
What is the ratio of public/private monies in that annual budget?
About $1.5 million comes from federal, provincial and city monies. The rest the Gallery raises itself,
some from operations and some from special project funding.
Who are the AGH outside partners, and why did they decide to contribute?
We have thousands of "outside partners", including 2,000 AGH Members, major corporations, and
all levels of government, foundations, small businesses, and individuals. In the end, the decision to
give is a highly personal one. Some give for the love of art, or in the case of sponsoring an
exhibition, for the love of one artist’s work, for example; others like the fact that their contributions
allow the Gallery to offer low-cost or free activities for families; others believe that their show of
support helps revitalize downtown Hamilton.

2. Volunteer Qualifications Art Gallery of Hamilton
All AGH Volunteers:
• are interested in art and in the AGH
• are enthusiastic and willing to learn
• are reliable and punctual
• possess good interpersonal and communication skills
• provide a successful level of job performance
• abide by the AGH policies and procedures for Volunteers as outlined in this manual
• ensure the safety of patrons, Volunteers, and staff through the proper implementation and enforcement of
emergency procedures
• commit to a minimum number of Volunteer hours per month. (see specific job descriptions in Section 3
below).
• have access to email and the internet
• attend a general orientation session as arranged by the Orientation Officer of the Volunteer Committee
Executive
• undergo specific training in their assigned placements as arranged by the Liaison of the Volunteer
Committee Executive and/or the AGH supervisor) of the placement area
• discuss any questions, issues, or problems with their Liaison and / or the AGH supervisor in their
placement area
2.1 Benefits of Volunteering
Aside from knowing that you are personally supporting the Gallery through sharing your time and
talents, there are other benefits of being a member of the Volunteer Committee. Among them is the
opportunity to connect with people who share your interests and gain a behind the scenes view of
the AGH and its operation. Volunteers are also recognized at annual meetings and awards
ceremonies, and receive the Volunteer Committee’s quarterly Volunteer e-newsletter (galleryGAB).
As Members of the Gallery, Volunteers receive exclusive mailing of insights magazine,
complimentary admission to all Gallery level one exhibitions, a 10% discount at the Shop at AGH,
Design Annex, and at the Cafe, a discount on AGH i♥filmseries
tickets, a discount on AGH
programming, and the exclusive opportunity to rent original art from Art Rental + Sales. In addition,
Gallery Members receive a 50% discount on admission at the Royal Botanical Gardens (including a
10% discount in the Shop). Under the Ontario Association of Art Galleries reciprocal benefits,
granted to all AGH Members, Volunteer gain free admission to a number of Galleries and Museums
including: McMaster Museum of Art, The Bata Shoe Museum, Burlington Art Centre, Canadian Clay
and Glass Gallery, The Power Plant Contemporary Art Gallery, Art Gallery of Ontario, and the CN
Tower. A complete listing can be found online at: http://www.oaag.org/membership/reciprocal.html
Finally, as major contributors to the Gallery, Volunteers receive reciprocal benefits under the
Attractions Ontario Reciprocal Admission Program. This list is available only to Volunteers and Staff,
and offers complimentary admission and discounts to various attractions across Ontario. Highlights
include free admission to the Art Gallery of Ontario, Casa Loma, CN Tower, Hamilton Civic
Museums, Hockey Hall of Fame, McMichael Canadian Art Collection, Steam Whistle Brewing, and
the Royal Ontario Museum. Benefits also include 50% off at Medieval Times and 2 for 1 admission
to Second City Theatre. For a complete listing please contact the Manager, Human Resources.

3. Volunteer Placement Areas Art Gallery of Hamilton
In addition to those criteria listed in Section 2 under Volunteer Qualifications above, each Area Placement
has specific duties and responsibilities. These are outlined below for each Area Placement.
3.1 Education (Docent & Library Volunteers)
Commitment
• make a minimum commitment for 2 years
• attend bi-monthly education meetings (2 hours on Monday afternoons September through June) to
learn about new exhibitions, to develop professionally, and to refine touring strategies
• are available for a minimum of 4 tours monthly, given the demand. Tours normally last between 1-2
hours.
Training
• attend a 10 or 12 week training session
• shadow active docents for at least 5 tours
• have an evaluation with the Educator or designate(s) prior to touring a group
Duties and responsibilities
• have a background or keen interest in art
• commit to additional time for independent reading, research, and tour planning
• are skilled in public speaking and facilitating small groups including young school children, high
school students, adult, and special-needs
• work as team-players when facilitating and planning large group tours, but are able to work
independently in dealing with smaller groups
• plan each tour appropriate to the age and needs of group, using inquiry, discussion and interactive
strategies to help visitors make personal connections with the art
• use the computer and internet to facilitate research, communication, and tour- scheduling
• follow all conduct and procedure as outlined in the Docent Handbook
• undergo a Vulnerable Sector Screening security check at the expense of the AGH. This will be
reimbursed after three months of successful Volunteer involvement, at the point that a Volunteer
graduates from a Provisional to an Active Volunteer. Acceptance of a Volunteer with a criminal
record is at the discretion of AGH staff.
3.2 Film and Performance Volunteers
Commitment
• make a minimum commitment for 1 year, 1-2 times a month. The commitment for an evening
media event is usually 4 hours. AGH film screenings are held on Wednesday, Friday, or Saturday at
Empire Jackson Square Six Cinemas or the AGH. AGH performances are musically based, happen
twice annually, and generally take place evenings or weekends.
Duties and responsibilities
• are interested in today’s independent film, music and/or literary cultures
• greet the public, support ticket sales on-site and represent the Gallery
• set-up and tear-down event spaces when necessary, and direct and assist with seating

3.3 Visitor Services Desk Volunteers
Commitment
• make a minimum commitment for 6 months of one 4-hour shift per week during Gallery opening
hours
Duties and responsibilities
• provide guests with a positive first impression of the Gallery by offering superior, individualized
guest service, and by maintaining a friendly and approachable manner when dealing with guests
• process in-person, telephone and on-line sales
• are comfortable talking with patrons, promoting Gallery Membership at community events, and
taking registration and payments
• fill in and submit cash management reports and deposits
• are fully-versed in Gallery exhibitions, activities, programmes, and events
• monitor the AGH website for current and new exhibitions, programmes, and event calendars
• feel confident about directing inquiries to AGH staff when uncertain of answers
• are familiar with Board and Staff Members, and their duties and responsibilities
• answer telephone inquiries and direct calls from the switchboard to appropriate departments / staff
Members.
• keep track of attendance, and take demographic information from visitors
• aware of events and attractions in the City
• respond to patrons on room rental and function inquiries, and processes room rental and event
payments
• maintain a neat and orderly front desk area, and manage displays of brochures and community
information
• posses excellent computer skills, including the ability to learn new software
• undergo a Vulnerable Sector Screening security check at the expense of the AGH. This will be
reimbursed after three months of successful Volunteer involvement, at the point that a Volunteer
graduates from a Provisional to an Active Volunteer. Acceptance of a Volunteer with a criminal
record is at the discretion of AGH staff.
3.4 Membership Promotion Volunteers
Commitment
• make a minimum commitment for 1 year, 1-2 times a month. The average time commitment for an
afternoon or evening Membership event is approximately 3-4 hours. Daytime administrative tasks
are scheduled between 9:00 am and 5:00 pm, Monday through Friday, and are 3 hours in length.
Duties and responsibilities
• are comfortable talking with patrons, promoting Gallery Membership at community events, and
taking registration and payments
• assist in maintaining Members’ contact information through telephone calls, email and mailings
• assist with managing files for the Finance and Membership departments
3.5 Retail / Art Rental + Sales Volunteers
Commitment
• make a minimum commitment for 1 year, 2-4 times a month. Shifts are 3-4 hours during the day,
Tuesday–Friday, evenings on Thursday and Friday, as well as Saturday and Sunday afternoons
• work an occasional weekend, Friday night or holiday shift, and assist at special Retail events

Duties and responsibilities
• provide excellent customer service, greeting customers, answering questions, and using good
judgment to determine the level of service required
• possess excellent interpersonal skills
• keep up to date on products, and convey this information to customers
• receive, price, and inventory merchandise
• assist in upkeep of the store appearance
• are physically able to be on their feet for 3-4 hours, to bend, to climb, and to lift up to 20 pounds
3.6 Special Events Volunteers
Commitment
• make a minimum commitment of 1 year, helping with Special Events and special projects as
necessary (Special Events arise monthly. The biggest events are the Gala, May, the World Film
Festival, Sept/Oct, and Style and the City, Nov).
Duties and responsibilities
• provide all guests with a positive first impression of the AGH by offering superior, individualized
guest services, and maintaining an approachable manner
• genuinely enjoy helping people
• maintain a relaxed and confident demeanor
• participate in special events in one of many roles: ticket sales, promotion, registration,
information desk, set-up, coat check, gallery ambassador, usher, performer assistant, and team lead
• set-up and tear-down event spaces when required
Note: Staff of the Art Gallery of Hamilton assumes responsibility for the recruitment, orientation
administration and supervision of Provisional Volunteers in this placement, and informs the
Volunteer Committee Executive when Provisional Members qualify to become an Active Members of
the Volunteer Committee.

4. Volunteer Policies Art Gallery of Hamilton
4.1 Accountability for Job Performance
Volunteers are accountable for their job performance to the supervisors of the AGH department(s) in
which they are placed. Please review Course of Action for a Breach of Policy or Performance
Requirements in Section 5.4
4.2 Confidentiality
Volunteers are responsible for maintaining the confidentiality of all proprietary or privileged
information to which they may be privy while serving as a Volunteer with AGH. This applies to
information involving staff, Volunteers, clientele, and to all information involving Gallery business.
4.3 Conflict of Interest
If a Volunteer transacts business with a current or potential supplier of the AGH, the transaction will
be carried out in the best interests of the Gallery, and not influenced by the Volunteer’s own personal
considerations. Generally, a conflict of interest exists where the Volunteer, or a Member of the
Volunteer’s family, might profit monetarily from an action undertaken by the Volunteer in the course
of performing his/her assigned Volunteer duties.
4.4 Membership in AGH
All Volunteers will be Members in good standing of the AGH. The Gallery provides a Volunteer
Financial Assistance program for Memberships; please contact the Manager, Membership &
Audience Development, for further information.
4.5 Orientation and Training
Volunteers will be active participants in the orientation program provided by the Volunteer
Committee Executive, and will be active participants in training programs offered by AGH.
4.6 Speaking on Behalf of the Organization
Volunteers will not speak on behalf of AGH, unless specifically directed by the Board or
Management to do so. Other than answering queries directly linked to their Volunteer position,
Volunteers will not make any statements that might affect or obligate AGH.
4.7 Attendance
The Gallery depends on Volunteers to provide essential support to its programs. Therefore, once
you have committed to a program/position/shift, be prepared, on time, and on task. If for some
reason you are unable to fulfill your commitment, contact your staff supervisor through the Gallery
switchboard (905 527 6610 ext 0).
4.8 Dress-Code
Because the AGH does not have a Volunteer uniform, clothing choice is left to the discretion of the
individual Volunteer. Keep in mind that you are representing the Gallery, and in many cases you will
be the only contact visitors will have with the Gallery. Generally, a neat, clean, business-casual look
is appropriate. For many special events, we ask Volunteers to wear all black. If in doubt, ask your
staff supervisor.
4.9 Public interactions & no-touch policy
The AGH strives to create a friendly, inclusive and barrier-free environment. As such, Volunteers will
always maintain a professional attitude, behaviour and attire. You must treat all visitors with
courtesy, kindness, patience and respect, and must not ever harass, discriminate against, belittle,
embarrass or alienate a visitor, regardless of age, ability, ethnicity or socio-economic position.

We maintain a no-touch policy: You must not touch a visitor, regardless of age or ability without first
asking permission; in the case of a minor, you will not touch without obtaining permission first from
the supervising adult.
4.10 Communication
Communication with, and among, Volunteers is extremely important. We request that all Volunteers
have access to email and check it regularly.
Insights magazine - published three times annually, includes Volunteer news. As a Member
of the AGH you will receive these publications through the mail.
galleryGAB – the Volunteer Committee Executive e-newsletter, published four times a year
and e-mailed to you. Back issues appear on the Volunteer Page of the AGH Web Site.
AGH E-Newsletter - news of interest to Volunteers and Volunteer activities are published
monthly in the AGH e-newsletter that is emailed to all AGH Members.
Meetings - There is at least one meeting of the Volunteer Committee annually: the Annual
General Meeting in the Spring. Some placement areas have regular meetings where
information is disseminated and shared.
E-mail - Sending e-mails is the easiest ways to get information to Volunteers quickly.
Post - If you do not have an e-mail address, notification of, and invitation to, events
sponsored by the Volunteer Committee Executive will be mailed to you.
Change of address - Please ensure that your phone and contact information is up to date
with the AGH Membership Department or Human Resources.
Volunteer Placement Liaisons / Staff Department Supervisors - Communication is a two-way
street. Please share information with your Volunteer Liaison and your staff supervisor.

5. Accessibility Policy Art Gallery of Hamilton
The AGH strives to make its collections, exhibitions, programmes and services accessible to our visitors with
disabilities. We are committed to work in partnership with staff, volunteers and the community to identify,
prevent and remove barriers to participation.
In demonstrating leadership, the AGH is:
Integrating access so it will positively impact all people.
Focusing on innovative accommodation in the area of programme development.
Reviewing initiatives on an ongoing basis to meet and exceed, where possible, the compliance requirements
of the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA).
Including enhancements and improvements to accessibility in the AGH budget.
Please review APPENDIX C: ACCESSIBILITY POLICY to ensure you are familiar with the policies and
procedures outlined and that you your Volunteer work will support the principles of dignity, independence,
integration, and equal opportunity of people with disabilities.

6. Volunteer Procedures Art Gallery of Hamilton
6.1 Volunteer Screening
All Volunteers must submit a signed Waiver before beginning their duties. Acceptance of a Volunteer
with a criminal record is at the discretion of AGH staff.
6.2 Conflict of interest
Volunteers who believe a conflict of interest exists will report the situation to their staff supervisor.
Please review Conflict of Interest Policy in Section 4.3 for a definition.
6.3 Addressing Volunteer Concerns
Please direct any questions or concerns that you have about your Volunteer assignment to the staff
supervisor of the department in which you are placed, to your Volunteer Liaison, or to the Manager,
Human Resources. We will seek to address your concerns promptly.
6.4 Course of Action for a Breach of Policy or Performance Requirements
In instances of policy violation, this includes but is not limited to: internal or external complaints, nonattendance,
and violation of policy or procedure, there is a three-step process.
1. For a first incident, the Staff Supervisor or Manager, Human Resources will discuss the violation
with the Volunteer (and placement Liaison if requested). The Volunteer will be given the opportunity
to voice their side of the violation. A resolution to the problem will be agreed upon and will be
documented.
2. For a second incident, the Staff Supervisor or Manager, Human Resources, will provide a written
statement, documenting the concern, outlining the required solution and the course of action to be
taken if the solution is not achieved – in most cases, termination from the Volunteer Programme.
The statement will be copied to the placement Liaison and the Chair of the Volunteer Committee.
3. For a third incident, if no suitable resolution has been achieved, a meeting between the Volunteer,
the Staff Supervisor and/or Manager, Human Resources, and Staff Department Director will be
called (or designate) will be called. The Volunteer will be asked to leave the Team, and the Chair of
the Volunteer Committee will be so notified in writing.
In cases of very serious violations (including harassment, touching, endangerment), the placement
Supervisor and/or Manager, Human Resources, placement Liaison and Volunteer Committee Chair
can proceed immediately to step three at their discretion.
6.5 Positions on the Volunteer Committee Executive
Volunteers who have been active for at least one year and who are interested in positions of
responsibility, liaison, or committee involvement, are strongly encouraged to submit their names to
the Chair of the Volunteer Committee for consideration by the Nominating Committee, as current
terms of office expire.
6.6 Recording Volunteer Hours
There is a Volunteer Hours Log Book located at the Visitor Services Desk for Education, Visitor
Services Desk, Membership Promotion, and Administrative Assistance Volunteers. All other
Volunteers will find a Volunteer Hours Log Book in the placement area in which they work (Shop at
AGH Log Book located in the Shop, Design Annex Log Book located in the Design Annex, Film and
Performance Log Book located on-site and stored in the cash box). If you need to start a new
recording sheet, these can be found at the back of the binder.

This Log Book allows the Volunteer Committee Executive to keep track of who is actively
Volunteering. Records of Volunteer activity are also used by the Gallery for Volunteer recognition, in
public reports and grant applications.
The Secretary of the Volunteer Committee Executive tabulates Volunteer hours at the end of
February, April, June, August, October and December. While it may be easier to keep track of your
hours on a day-by-day basis, this practice also ensures we have an accurate record of hours.
If you have not recorded any hours over a two-month period, you will be contacted to ascertain
whether you intend to remain an active Volunteer.
6.7 Reimbursement for Parking
The AGH cannot directly reimburse Volunteers for parking expenses. The Gallery does, however,
offer Volunteers the opportunity to receive a tax receipt totaling the amount of parking paid while on
Gallery duties.
The procedure to receive a parking tax receipt is as follows:
• retain all applicable parking receipts during the year.
• total the parking receipts and complete an expense report annually.
• attach a personal cheque made payable to the Art Gallery of Hamilton for the total amount of the
parking receipts.
• submit the expense report and cheque to the Finance Department by the beginning of December. If
it is not possible to submit the receipts by this due date, include them with the following year’s report.
The Gallery will cash the Volunteer’s cheque on the last working day of December
• the Finance Department will issue the Volunteer a cheque for the same amount as the parking
receipt total. The Volunteer should cash the Gallery’s cheque upon receipt.
• a tax receipt will be mailed to the Volunteer for the same amount as the cheque / receipts.

7. Volunteer Health & Safety Art Gallery of Hamilton
The Art Gallery of Hamilton has numerous security programs in place for the safety and security of all staff
and visitors, our collections and property, and our information. It is the responsibility of all AGH staff and
Volunteers to be active participants in these security programs by adhering to the following policies and
procedures.
7.1 Personal Vehicle and Property Insurance
The AGH does not insure personal vehicles or property for either employees or Volunteers.
Volunteers who bring personal property with them, or who will be driving their own vehicles on
Gallery business, should contact their insurance broker to ensure that they have adequate personal
automobile and property insurance coverage.
7.2 Medical / Health Insurance
No medical/health insurance will be provided by the AGH. In the event of a medical/health problem,
the Art Gallery of Hamilton accepts no responsibility for any costs associated with a medical/health
problem, nor will they pay for any medical/health expenses which may be incurred by the Volunteer.
7.3 General Liability Insurance
As a “Registered Provisional or Active Volunteer” while properly carrying out your Volunteer
responsibilities you are insured under the Gallery’s general liability insurance policy against legal
liability claims from third parties for property damages, bodily injury and personal injury as long as
you have not willfully, maliciously or intentionally caused the injuries.
7.4 Access to Gallery before public hours
Press the intercom button to the left of the doors and identify yourself to the security guard on duty.
The door will be opened for you electronically.
7.5 Signing in and out
Fill out the blue “Visitor and Contractor Entry / Departure Log” located at the Visitor Services Desk
every time you’re in the Gallery. Print your name, list yourself as a Volunteer, and note your arrival
and departure times. If you have forgotten your badge, the security guard at the Visitor Services
Desk will issue you a temporary Volunteer badge. Wear this badge whenever you are in the Gallery
to help identify you to our staff, security personnel and visitors.
7.6 Identification
AGH Volunteers will be issued a Volunteer badge. It is Gallery policy to wear this badge whenever
you are in the Gallery and report it to security should it be lost.
7.7 Reporting Theft, Damage, or Vandalism
If you observe suspicious activity or anyone attempting to or in the act of removing, damaging or
vandalizing Gallery property, report your discovery to a security guard immediately. Please do not
attempt to recover, touch or move the item(s). Security staff will investigate and notify the
appropriate Gallery staff and/or police.
7.8 Evacuating the Building
In the event of a building emergency that requires evacuation you will hear an announcement stating
that “due to a building emergency we are requesting all visitors to evacuate the building
immediately.” Security staff will direct you to exit the building via an emergency exit and meet at a
designated meeting place.
7.9 If you discover fire and/or smoke in the Gallery

If you discover fire and /or smoke in the Gallery
• Activate the nearest fire alarm pull station to initiate the fire alarm system and
• Upon hearing the fire alarm; proceed to the nearest safe emergency exit (check door for heat
before opening) and leave the building.
• Do not use the elevators.
• Proceed to the designated meeting area located on the east side of the building, upper plaza level,
between the Gallery and Convention Centre.
• Do not re-enter the building until authorized to do so by Gallery staff.
7.10 If you discover unidentified or suspicious objects
Should you locate an unidentified or suspicious object* do not move, jar, or handle it or anything
attached to it. Move yourself away from the area, and immediately contact a security guard on patrol
in the Gallery or the Visitor Services Desk security guard.
*An unidentified or suspicious object could be a package, box or any other item that looks out of
place that may have the following warning signs:
• Discolouration caused by some sort of leak;
• Oil or grease stains;
• Unusual odour such as almond, marzipan, machine oil, excessive perfume
• Ticking, sloshing, or buzzing noises;
• Small holes, protruding wire, string or metal foil;
• Placement near a ventilation system.
7.11 Power Failure
In the event of a power failure lighting in the Gallery will be transferred to emergency power.
Emergency power provides minimum lighting throughout the Gallery and all elevators do not
operate. Proceed with caution and remain calm. Wait a few minutes and if normal power is not
restored return to the reception area.
7.12 Personal Safety & Right to Refuse Unsafe Work
Your safety is paramount at all times. AGH Volunteers are required to work safely and follow
established workplace safety practices and procedures. If an assignment becomes unsafe you have
the full right to refuse to do it; remove yourself from the risk and immediately report it to your
supervisor and/or security.
If, at any time, you feel the need to have Security present, contact Security at the Visitor Services
Desk by dialing Extension 239 or Extension 200.
7.13 First Aid
All Security guards are trained in first aid and CPR. First aid kits are located at the Visitor Services
Desk and on the second floor. Life-threatening emergencies must be communicated immediately to
a security guard in order to direct Emergency Medical Services to the Gallery.
7.14 Gallery “Do’s” and “Don’ts”
In order to protect our artworks it is important to encourage everyone in the Gallery to respect
Gallery regulations. When moving through the exhibition galleries please remind patrons of the
following:
• Do enjoy the art
• Do ask staff and Volunteers questions
• Do not touch the art, walls, stands, or labels
• Do not take photographs or film in the galleries

• Do not bring candles, pets (assistance dogs excepted), plastic bags, or large bags / knapsacks,
sharp objects, pens (pencils are permitted for educational purposes), or food and drink, including
bottled water, into the exhibition galleries.

8. About the Volunteer Committee Art Gallery of Hamilton
8.1 History of the Volunteer Committee
Organized in 1950 by T. R. McDonald the Gallery’s first Curator-Director, the Women’s Volunteer
Committee raised funds, which made possible the acquisition of many works in the permanent
collection, assisted in fund-raising for the building of the second Gallery in Westdale, and assisted
with Gallery operations and programs. The Women’s Volunteer Committee became the Volunteer
Committee in 1977 and, as the organization of the AGH evolved, so too has the nature and roles of
the AGH Volunteer Committee.
8.2 Vision, Mission, and Mandate of the Volunteer Committee
Vision
The Volunteer Committee supports the Vision of the Art Gallery of Hamilton and promotes a
unique and rewarding experience in a dynamic environment for all Volunteer Committee
Members of the Gallery.
[AGH Vision] The new AGH plays an inspiring, dynamic and unique role in all
aspects of its programmes, activities and operations. Committed to engaging its audiences
in a series of innovative ways as well as serving and working with them, the Gallery explores
significant aspects of current and historical art within a local, national and international
context in a fiscally responsible way.
Mission
The Volunteer Committee of the Board of Directors of the Art Gallery of Hamilton, supports,
promotes, and assists Gallery programmes and operations [including Education, Library, Visitor
Services, Film & Performance, Retail, Membership and Audience Development, Administration, and
Special Events], and through its appointed Executive recruits volunteers and supports and promotes
the volunteer activities of its members.
[AGH Mission] The AGH is a public resource dedicated to engaging, stimulating and
enriching the community through art.
Mandate
The Volunteer Committee is mandated by the Board of Directors of the Art Gallery of Hamilton.
Strategic Plan
Goal 1: The Volunteer Committee supports, promotes, and assists Gallery programmes and
operations.
Goal 2: The Volunteer Committee recruits volunteers.
Goal 3: The Volunteer Committee supports and promotes the volunteer activities of its members.
8.3 Committee Membership:
The Volunteer Committee is a Committee of the AGH Board of Directors, and reports and is
responsible to, the Board. All Volunteers at AGH are Members of the AGH Volunteer Committee.
There are three levels of Membership:
8.3.1 Provisional Volunteers
Those who are new Volunteers in the Gallery, and who have served fewer than three
months, are Provisional Members of the Volunteer Committee. New Volunteers can begin
duties after signing a waiver. Provisional Members have all the rights and privileges of Active
Members, except the right to approve appointment of officers and liaisons to the Volunteer
Committee Executive at the Volunteer Committee Annual General Meeting.

8.3.2 Active Volunteers
Those who are currently taking shifts at the Gallery, continue to demonstrate satisfactory job
performance, and maintain Gallery Memberships are Active Members of the Volunteer
Committee. Those who have been Provisional Volunteers have demonstrated three months
of successful performance, have submitted a signed waiver, and are Gallery Members
become Active Members of the Volunteer Committee upon notification to the Volunteer
Committee Executive by the Gallery.
8.3.3 Sustaining Volunteers
Those who have been Active Members for at least five years, and who retire from
Volunteering, may upon notification of the Chair of the Volunteer Committee retain
Membership as Sustaining Members, provided they maintain their Gallery Membership.
These Members retain all the rights and privileges of Active Members, except the right to
approve appointment of officers and liaisons to the Volunteer Committee Executive at the
Volunteer Committee Annual General Meeting.

9. About the Volunteer Committee Executive Art Gallery of Hamilton
9.1 About the Volunteer Committee Executive
The Volunteer Committee Executive, through the Chair, is accountable to The Volunteer Committee
and to the AGH Board of Directors for Volunteer Committee programmess. To this end, the
Volunteer Committee Executive works closely with the AGH Staff and Management. The Volunteer
Committee Executive also encourages communication by publishing an e-newsletter, galleryGAB,
and keeping the Volunteer Page on the AGH Web Site up to date.
Experienced active Volunteers nominated by the Nominating Committee become Members of the
Volunteer Committee Executive appointed by the Active Members at the Volunteer Committee
Annual General Meeting in June. The Executive meets monthly from September to June inclusive.
The Executive is comprised of five Officers appointed for two-tear terms (Chair, Vice-Chair, Past-
Chair, Secretary, Recruitment Chair), and Placement Liaisons (Education, Visitor Services Desk,
Film & Performance, Retail, Membership Promotion, and Special Events).
9.2 Officers of the Volunteer Committee Executive
9.2.1 General Duties and Responsibilities
Officers:
• are responsible to the Volunteer Committee which appoints them
• are Active Members of the Volunteer Committee
• provide a written report at each Volunteer Committee Executive meeting and at the
Volunteer Committee AGM
9.2.2 Chair of the Volunteer Committee
The Chair presides over the Volunteer Committee Executive, leads the Volunteer
Committee, and is responsible for ensuring that all Volunteers continue to play a significant
role in contributing to the success of the Gallery. The term of office for the Chair is 2 years
maximum.
Specifically the Chair:
• has at least 3 years of experience, as an Active Volunteer, and at least one year of
successful experience as Vice-Chair
• possesses communication, organizational, interpersonal, leadership, meeting management
skills, and the ability to facilitate decision-making and team-building
• is knowledgeable about Volunteer management practices
• is knowledgeable about, the Gallery's Mission and priorities, and maintains a close working
relationship with AGH Staff and Management,
• represents the Volunteer Committee on the Board of Directors
• facilitates the effectiveness of Volunteers in their placements, and encourages Volunteers
to become actively involved in leadership roles
• provides reports on Volunteer activities at AGH Board meetings, Volunteer Committee
meetings, and at the Annual General Meetings of the Volunteer Committee
• chairs all meetings of the Volunteer Committee, including General Meetings
• leads the planning and organization of Volunteer Committee events
• works with the AGH Director of Finance in the annual budget setting process
• invites exiting long-term Volunteers to be graduated to the category of Sustaining Members
of the Volunteer Committee
• ensures that Volunteer contributions are appropriately recognized by the Gallery
• gathers and submits Volunteer news for Insights magazine, and galleryGAB e- newsletter

• serves on the Nominating Committee
9.2.3 Vice-Chair of the Volunteer Committee
The Vice-Chair is the Incoming Chair of the Volunteer Committee. The Vice-Chair as
Orientation Officer provides, in collaboration with the Liaisons, Provisional Volunteers with an
orientation of the AGH and the Volunteer Committee. The term of office for the Vice- Chair is
2 years maximum.
Specifically the Vice-Chair:
• has had at least 3 years of experience, and is an Active Volunteer
• possesses good communication, leadership, and interpersonal skills
• is knowledgeable about the Gallery’s mission and practices, and the Volunteer Committee
mission, governance, policies and practices
• upon request, assists the Chair and other Executive Members, and assumes the
Chair’s responsibilities as required
• serves on the Nominating Committee
• ensures (personally and/or through delegation) the annual updating of the Volunteer
Committee Manual, and publication quarterly of the newsletter galleryGAB
• monitors the Volunteer Committee voice-mail and e-mail communications
As the Orientation Officer, the Vice-Chair:
• in collaboration with the Liaisons and Supervisors, ensures all Provisional Volunteers
receive a full orientation. The orientation includes --
• a tour of the Gallery including an outline of its pogrammes and operations
• a brief history of the AGH and the Volunteer Committee
• the mandate and structure of the Volunteer Committee
• explanation of AGH policies and procedures, including security sign-in and sign- out,
recording Volunteer hours, parking expenses, and other pertinent protocols
• access to a copy of the Volunteer Committee Manual on the Volunteer Page of the AGH
Web Site
9.2.4 Past-Chair of the Volunteer Committee
The Past Chair represents the continuity at the AGH, which relies on the strong Volunteer
component to support its programs. The Past-Chair advises the Volunteer Committee
Executive, and presides over the Nominating Sub-committee. The term of office of the Past-
Chair is one year, with renewal for one year, if the current Chair remains in that position for a
second year.
Specifically the Past-Chair:
• has successfully completed at least one term of office as Chair of the Volunteer
Committee,
• provides support and advice to the Chair and Vice-Chair
• is involved, if required, in the areas of Volunteer orientation and training
• is a public spokesperson to promote Volunteerism at the Art Gallery of Hamilton
As the Chair of the Nominating Sub-committee, the Past-Chair:
• actively works to ensure that positions on the Volunteer Committee Executive are filled
• presents the report of the Nominating Committee at the AGM
9.2.5 Secretary of the Volunteer Committee
The Secretary is responsible for maintaining the records of the Volunteer Committee to
ensure proper management of the Committee’s business affairs. The term of office of the
Secretary is 2 years, with possibility of renewal.

Specifically the Secretary:
• has had a minimum of one year’s experience as an Active Volunteer
• is competent in the use of computer software, including word processing and spreadsheet
preparation
• has knowledge and skills in records management, and maintains records of
correspondence, meeting minutes, and all other proceedings of the Volunteer
Committee and its Executive
• corresponds by email and maintains email files
• requests Executive Members for agenda items and reports prior to each
Executive meeting, and prepares and forwards an agenda to Executive Members prior to
each meeting
• takes draft minutes of all Executive and Volunteer Committee meeting and forwards them
to the Chair for approval
• maintains the Volunteer Hours Log books, summarizes Volunteer hours recorded every two
months and forwards the summary to the Chair and Vice-Chair
• under the direction of the Chair, takes care of special correspondence such as thank you
notes, letters of condolence, and acknowledgement of invitations
• books AGH venues for all Volunteer Committee and Executive meetings
• in collaboration with the Executive provides all paperwork necessary for the conduct of, the
Volunteer Committee AGM
9.2.6 Chair of the Recruitment Sub-committee
The term of office of the Chair of the Recruitment Sub-committee is two years, with the
possibility of renewal.
Specifically the Chair:
• serves on, and coordinates the work of, the Recruitment Sub-committee;
• reports monthly (except July/August) to the Volunteer Committee Executive (VCE),
annually to the Volunteer Committee (VC) Annual General Meeting, and tri-annually to
Volunteers in galleryGAB.
The Recruitment Sub-committee is a team of three or four members including the Chair.
The Team:
Coordinates and schedules interviews
• checks the VC e-mail site regularly for applications, picks up
correspondence and applications weekly at the Gallery, and responds to
applicants in a timely manner;
• schedules interviews;
• ensures that applicants' forms are complete.
Conducts interviews (two interviewers are present at an interview)
• is informed about volunteering opportunities that are currently Gallery
priorities;
• has a working knowledge of all available placements;
• conducts interviews following established best-practice guidelines;
• matches applicants to placements based on their interests and skills, and
on the needs of the Gallery;
• checks applicants’ references as required;
• ensures that applicants are aware of the administrative requirements for a
signed Release/Waiver, and for AGH membership;

• ensures that all the applicants' forms are complete and passed on to the
Manager of Human Resources;
• recommends to the Manager of Human Resources that acceptance of
applicants who cannot be matched with an appropriate placement be
deferred or declined .
Accepts applicants (in collaboration with the Manager of Human Resources)
• notifies applicants by e-mail of:
- their acceptance as Provisional Volunteers
- their placements,
- the next available orientation date(s);
• cc's the appropriate placement supervisors, placement liaisons, Manager of
Human Resources, and the VC Vice-Chair (Orientation Officer).
maintains information (in collaboration with the Manager of Human Resources)
• ensures that the Volunteer Application Form is kept up-to-date;
• ensures that information about current volunteering opportunities is communicated
via the AGH Web Site and via other media outlets as required;
• ensures that all required reports (VCE,VC AGM, galleryGab) are provided.
9.3 Volunteer Placement Liaisons
9.3.1 General Duties and Responsibilities
Liaisons:
• are Active Volunteers, with a minimum of one year successful experience in the placement
areas they represent
• encourage communication and community-building among Volunteers
• act as liaison among the Volunteers and the staff and Supervisor in their placement areas,
and the Volunteer Committee Executive
• report monthly on the programmes, issues, and activities of the Volunteers in their
placement areas to the Volunteer Committee Executive, and provide an annual report at the
Volunteer Committee AGM
• facilitate in the recording and monitoring of Volunteer hours
• monitor and report to the VCE on the nature and degree of involvement of Volunteers in
their respective placements
• maintain contact with Volunteers in their placement areas
• actively encourage and facilitate Volunteers in recording Volunteer hours, and ensure
maintenance of the “Hours Book” in their placement areas
• assist supervisors in facilitating (but not doing) training and development
• assist the VCE Orientation Officer in facilitating orientations where applicable.
• collaborate with placement Supervisors in team-building and communications
9.3.2 The Docent / Library Liaison
supports the Educator in
• docent training and ongoing professional development
• maintaining the Docent Handbook
• the development and implementation of policy
• represents Volunteers working in the AGH Library
9.3.3 The Film and Performance Liaison
supports the Manager of Film, Performance, and Special Events by:
• assisting in training provisional Volunteers
• assisting in scheduling Volunteers, and contacting them about their schedules

• updating Volunteers about film and performance programmes
9.3.4 The Visitor Services Desk Liaison
supports the Visitor and Member Services Desk Coordinator by:
• assisting in training provisional Volunteers
• assisting in scheduling Volunteers and contacting them about their schedules to ensure
that the Visitor Services Desk shifts are full
• keeping Volunteers up-to-date about scheduled programmes and events
9.3.5 The Retail Liaison
supports the Assistant Manager, Shop at AGH, and Assistant Manager, Retail, Design
Annex by:
• assisting in training provisional Volunteers
• assisting in scheduling Volunteers, and contacting them about their schedules to ensure
the best possible coverage of shifts in particular on weekends and First Friday
• apprising Volunteers of significant developments at the AGH
• updating Volunteers about significant programmes at AGH
9.3.6 The Membership Promotion Liaison
supports the Membership Manager by:
• assisting in training provisional Volunteers
• assisting in scheduling Volunteers and contacting them about their schedules
• ensuring that all Volunteers have current Memberships in AGH
• keeping the Volunteers up-to-date about scheduled community promotion events
• contacts Volunteers who are currently inactive
• ensures that the Membership list of the Volunteer Committee is up to date
9.3.7 The Special Events Liaison
supports the Manager of Human resources by:
• assisting in training Volunteers for Special Events
• assisting in scheduling Volunteers and contacting them about Special Events schedules
• keeping Volunteers up-to-date about Special Events programmes

APPENDIX A: AGH VOLUNTEER COMMITTEE EXECUTIVE 2013-2014
Officers
Chair / AGH Board Member / Editor E-Newsletter
Marilyn Hollick (May 2013-2015)
Vice-Chair / Orientation Officer
Elizabeth Wensley (May 2013-2015)
Past-Chair / Nominating Sub-committee Chair
Bill Manson (May 2013-2015)
Secretary
Brian Winer
Recruitment Sub-committee Chair
open
Placement Liaisons
Education (Docent & Library)
Jennifer de Alwis
Film and Performance
Robert Dmochewicz
Membership Promotion
Hanno Weinberger
Retail / Art Rental + Sales
Margaret Taylor
Special Events
Valery Dunlop
Visitor Services Desk
Franca Marazia

APPENDIX B: AGH AND VOLUNTEER COMMITTEE CHRONOLOGY
Past Volunteer Committee Chairs (1950-present)
Mrs. D.C. Barber 1950-1953
Mrs. J.A. McCuaig 1953-1955
Mrs. Hartley Hunter 1955
Mrs. Dermott Keogh 1956-1958
Mrs. R.N. Steiner 1958-1960
Mrs. Murray Proctor 1960-1962
Mrs. G.H. Pullam 1962-1964
Mrs. F.F. Dalley 1964-1966
Mrs. C.W. Robinson 1966-1968
Mrs. F.M. Lazier 1968-1970
Mrs. J.S. Marshall 1970-1972
Mrs. G.I. Waters 1972-1973
Mrs. A.A. McArthur 1973-1975
Mrs. E.B. Macfarlane 1975-1977
Mrs. T.F. Rahilly, Jr. 1977-1979
Mrs. Martin Luxton 1979-1981
Mrs. J.M. Woolner 1981-1983
Mrs. H.J. Taylor! 1983-1985
Rosemary Mann 1985-1987
Miriam Stanbury 1987-1988
Grace M. Truman 1988-1989
Freda Dayton Smith 1989-1990
Doris Festeryga 1990-1991
Paula Hampson 1991-1992
Marnie Fullerton 1992-1994
Dianne Maziarz 1994-1996
Teresa Maas 1996-1997
Libby Hammond 1997-1999
Carol Stanton 1999-2000
Darlene Palermo 2000-2002
Debra Antoncic 2002-2003
Marie Di Silvestro 2003-2005
Ann Manson 2005-2007
Rudin Knights 2007-2009
Maureen McKeating 2009-2011
Bill Manson 2011-2013
Marilyn Hollick 2013-
Art Gallery of Hamilton chronology
Please refer to our online History section for AGH's chronology from 1886 to 2005. Further information
on the formation and early years of the AGH can be found online, The Bruce-Benedicks Saga and the
Birth of the AGH.

APPENDIX C: ACCESSIBILITY POLICY
Accessibility Policy:
Enhancing Visitor Experience
for People with Disabilities
Accessibility for Ontarians with Disabilities Act
Customer Service Standard
Compliance – January 1, 2012
December 6, 2011
Introduction
The vision of the Art Gallery of Hamilton is to “reinstate art at the center of what we do”; we see this as an
opportunity to use art as a starting point for a range of activities, with a commitment to excellence in
curatorial research and practice, public programming and audience development.
The AGH strives to make its collections, exhibitions, programmes and services accessible to our visitors with
disabilities. We are committed to work in partnership with staff, volunteers and the community to identify,
prevent and remove barriers to participation.
In demonstrating leadership, the AGH is:
• Integrating access so it will positively impact all people.
• Focusing on innovative accommodation in the area of programme development.
• Reviewing initiatives on an ongoing basis to meet and exceed, where possible, the compliance requirements
of the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA).
• Including enhancements and improvements to accessibility in the AGH budget.
Definition of Disability
“Disability” means,
(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury,
birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy,
a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual
impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a
guide dog or other animal or on a wheelchair or other remedial appliance or device,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using
symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established
under the Workplace Safety and Insurance Act, 1997; (“handicap”).
Ontario Human Rights Commission/Accessibility for Ontarians with Disabilities Act, 2005.
Accessible Visitor Service at the AGH
The AGH has had a long-standing commitment to accessibility for visitors with disabilities. Tactile tours,
large print materials and FM audio receivers are examples of access initiatives available to our visitors with
disabilities. The AODA Customer Service Standard now mandates a requirement to meet the needs of
persons with disabilities with clearly defined policies and procedures by January 1, 2012. The Art Gallery of

Hamilton’s Accessibility Advisory Committee has provided input and feedback into the development and
implementation of the Customer Service Standard’s policies and procedures.
Customer Service Standard – AGH’s Policies and Procedures
In preparing for the compliance requirements, the Art Gallery of Hamilton has made reasonable efforts to
ensure that its policies and procedures are consistent with the following principles, as defined by the
Customer Service Standard, AODA:
• All goods and services at the AGH will be provided in a manner that respects the dignity, independence, -
integration and equal opportunity of people with disabilities.
Dignity: service is provided in a way that allows the person with a disability to maintain self-respect and the
respect of other people.
Independence: when a person with a disability is allowed to do things on their own, without unnecessary
help or interference from others.
Integration and Equal Opportunity: service is provided in a way that allows the person with a disability to benefit
from the same services, in the same place, and in the same or similar way as other customers, unless
an alternate measure is necessary to enable a person with disability to access goods or services. They
should not have to make significantly more effort to access or obtain service. They should also not have to
accept inconvenience or lesser quality. Sometimes this may mean that the AGH has to treat individuals
slightly differently so that they can benefit fully from the services.
Assistive Devices
Policy:
The AGH is committed to serving people with disabilities, and ensuring that those who use assistive devices
will benefit from enjoying a fulfilling experience.
Procedures:
We ensure that
• Our employees, volunteers and interns are aware of the various assistive devices provided by the AGH
that may be used by visitors with disabilities while accessing our programmes, products and services. (Assistive
devices are devices that are used to assist persons with disabilities in carrying out activities or in ac -
cessing the services of persons or organizations.)
• The Art Gallery of Hamilton currently has the following assistive devices:
- FM assisted listening device – 10 receivers
- Large print
- Magnifying glasses
- Tactile tours
- Wheelchairs
- Furniture risers for tables
- Alternate information for inaccessible spaces.
• Our volunteers, gallery staff and interns are aware of the assistive devices and how to direct visitors to
those trained on how to use the following:
- FM assisted listening device – 10 receivers
- Large print
- Magnifying glasses
- Tactile tours
- Wheelchairs

- Furniture risers for tables
- Alternate information for inaccessible spaces.
• Designated staff in Education, Event services, Visitor Services and Security, are trained in the safety and
use of wheelchairs.
Communicating with a Visitor with a Disability
Policy:
The AGH’s policies and procedures take a person’s disability into account when communicating with the
individual. Two-way communication is a process of providing, sending, receiving and understanding
information. To communicate in an effective way, the AGH considers how the disability affects the way that
the person expresses, receives or processes communications. Where possible, the AGH asks the visitor
directly the best way to communicate with him/her.
Procedures:
The AGH uses a variety of ways, wherever possible, to make communications more accessible by:
• Considering the needs of people with disabilities during the planning stage of services and communication
development.
• Using plain language to make a document easier to read for people with certain learning disabilities.
• Offering information in alternate formats:
- Hand-write or type information back and forth;
- Large print maps;
- Printed hand-outs of commonly used information;
- Large print of commonly used information for people who have low vision;
- E-mail as an alternate channel to provide accessible communication.
Service Animals
Policy:
The AGH is committed to welcoming visitors with disabilities who are accompanied by a trained, accredited
service animal. A service animal may accompany a visitor or any third party with a disability to all parts of
our premises that are open to the public. Service animals may be used for, but not limited to, the following
disabilities: vision loss, physical disability, hearing loss, autism, epilepsy etc. Although service animals are
most commonly dogs, other service animals could include, but are not limited to, ferrets, monkeys etc. The
AGH ensures that all employees, volunteers, interns, third parties and others dealing with the public are
properly trained in how to interact with people with disabilities, who are accompanied by a service animal.
Procedures:
To be considered a service animal under this standard, it must either be readily apparent that the animal is
being used because of a person’s disability or the person with a disability may be asked to provide a letter
from a physician or nurse confirming that it is required because of his or her disability. The AGH does
enforce a general by-law that does not permit pets on the premises, including the AGH property surrounding
the building. Service animals are not pets - they are working animals. They are used by people with
disabilities to overcome barriers much like assistive devices such as a white cane or a wheelchair.
At times, due to capacity, visitors with disabilities accompanied by service animals may be advised that the
crowded conditions may make it difficult to manoeuvre.
Guide dogs or other service animals, including service animals in training, are allowed to accompany people
with disabilities on the AGH premises open to the public.

If the service animal is causing a disturbance for other visitors, the visitor and accompanying service dog
may be required to leave the area or the AGH.
The owner is responsible to "stoop and scoop".
The AGH anticipates there will be special situations and is prepared to make every effort to accommodate
the circumstances on an individual basis, as they arise, keeping safety to the visitors, service animals and
art work in mind.
Visitors can contact info@artgalleryofhamilton.com or the Educator x272, the Director of Marketing and
Communications x237 or the Director of Finance and Human Resources x236 for more information.
Support Persons
Policy:
The AGH is committed to welcoming people with disabilities who are accompanied by a support person.
Any person with a disability who is accompanied by a support person is allowed to enter the AGH’s
premises with his or her support person. At no time will a person with a disability who is accompanied by a
support person be prevented from having access to his or her support person while on the AGH premises.
A support person is an individual hired or chosen by a person with a disability to provide services or
assistance with communication, mobility, personal care, medical needs or with access to goods or services.
Procedures:
A visitor with a disability, accompanied by a support person, pays regular admission to the AGH.
Fees are not to be charged for the support person. Complimentary admission for one support person is the
standard. Additional requests are addressed on a case by case basis. Visitors are informed of this through
the AGH’s communication to the public.
At events where food and/or beverages are served, a support person who wishes to participate in the food
and/or beverage service will be charged the regular price. Support persons may exclude themselves from
the food or drink service, and accompany the visitor with a disability at no charge. In the case of studio
programmes, if the support person wishes to participate in the art-making activities, they will be charged the
regular price; if they choose not to participate, they will not be charged.
For pricing for special events – such as the annual fundraising gala or the Fall fashion event – where food
and/or beverage is an integral part of the event, please contact the Educator x272, the Director of Marketing
and Communications x237 or the Director of Finance and Human Resources x236 for more information.
Temporary Disruption of Service
Policy:
The AGH is aware that temporary disruptions of services (daily functions – elevators, physical operations)
and programmes may occur due to reasons that may or may not be within the AGH’s control or knowledge.
The AGH makes a reasonable effort to provide advance notice of the disruption to the public, including
information about the reason for the disruption, its anticipated duration and a description of alternative
facilities or services, if any, that may be available.
Procedures:
Where possible, advance notice is made available for updates through the following networks, as
appropriate.

• http://www.artgalleryofhamilton.com/
• Telephone recordings;
• Temporary signage;
In the event of an unexpected disruption, advance notice is not possible. In such cases, the AGH provides
notice, as soon as possible, through its communication networks.
Process to Receive and Respond to Feedback
Policy:
The AGH has a process in place for receiving and responding to feedback about how goods and services
are provided to visitors with disabilities.
Visitors with disabilities can offer their feedback in the following ways:
• Visitor Comment Book;
• On-line at the AGH web site (specific e-mail links);
• E-mail and telephone, (re-directed, as required, to the appropriate response employee);
• In writing where correspondence is re-directed to the appropriate response employee;
• In person to:
-AGH staff or management;
-Security;
-Volunteers.
The visitor is requested to provide their name and contact information (phone, e-mail).
Once feedback is received, the following actions are taken to respond:
• The feedback is directed to the appropriate person for action.
• The feedback is assessed for appropriate action. (Note: the Customer Service Standard does not require a
response to be provided for all feedback).
• Visitors who provide feedback can expect an answer within two business days.
The feedback process is readily available to the public through:
• A notice on the web site;
• A sign in the AGH;
• A document describing the feedback process, available on request in different formats;
• Other communication networks, as appropriate.
The notice includes the following:
Dear Valued Visitor,
We strive to improve accessibility for our visitors with disabilities. We welcome your feedback. Please call
905-527-6610 and speak to the Educator x272, the Director of Marketing and Communications x237 or the
Director of Finance and Human Resources x236 or e-mail info@artgalleryofhamilton.com to share your
comments, or request a copy of our accessibility policy.
Thank you,
Management
Customer Service Training

Policy:
The Art Gallery of Hamilton provides training to all employees, volunteers, interns, contract staff and all
those who are involved in the development and approvals of customer service policies and procedures on
providing goods and services to visitors with disabilities. The AGH ensures that third party and others, who
deal with the public, have the required AODA training.
Procedures:
Individuals in the following positions are trained by the AGH:
• Board of Directors; Council of Governors;
• Management;
• Staff;
• Volunteers;
• Interns;
• Contract staff.
After January, 2012, new staff and volunteers will also receive training. This training will be provided as soon
as practicable or as soon as it can be done in the circumstances, after an employee or volunteer commence
their duties.
A variety of methods and time frames are used including formal and informal training sessions,
presentations, train the trainer, Ministry of Community and Social Services web sites, e-training, printed
material, hand outs, and fact sheets, dependent on need, job descriptions and functions. Training is also
included as part of a larger training program, such as basic orientation, training on effective communication
or general customer service.
The learning outcomes include:
• Awareness of the AODA, including the economic benefits to the organization.
• Awareness of the importance of access and the four principles of dignity, independence, integration and
equal opportunity.
• An understanding of the impact on the individual’s role.
• Increased confidence by the staff and volunteers when welcoming and hosting visitors with disabilities and
their empowerment to respond to individual needs.
• Understanding that everyone who comes to the AGH has the opportunity to connect to the art in their own
way within the boundaries of conservation, visitor safety and personal safety.
• Understanding of the AGH’s commitment to access and its financial responsibility.
• Willingness to make a commitment to create solutions and explore possibilities.
The training content includes the following:
• The history of the legislation and the purposes of the Accessibility for Ontarians with Disabilities Act, 2005
and the requirements of the customer service standard.
• How to interact and communicate with people with various types of disabilities.
• How to interact with people with disabilities who use an assistive device or require the assistance of a
service animal or a support person.
• How to use the assistive devices available on the AGH’s premises or otherwise that may help with the
provision of goods or services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing the AGH’s goods and services.
• The AGH’s policies and procedures relating to the customer service standard.
• The business case for access.
• Definitions of disability, dignity, independence, integration and equal opportunity.
• Visitor scenarios, specific to the AGH’s experience.

On-going training in connection with any changes to the AGH’s policies and procedures governing the
provision of goods and services to people with disabilities is provided.
An evaluation process is in place for continuous improvement in training content and delivery.
Training will be completed by December 31 st , 2011 to be compliant with January 1 st , 2012 deadline. Training
is recorded through HR records for staff, volunteers and interns and includes name, date and content.
Posting of Documents
Policy:
Notices are posted, informing the public that the documents required by the Customer Service Standard are
available upon request and will be provided in a format that takes a person`s disability into account.
Procedures:
Documents are available through the following networks, as appropriate.
• http://www.artgalleryofhamilton.com/ ;
• Signage.
Additional AGH Policies and Procedures to Enhance the Visitor Experience
In addition to compliance with the Customer Service Standard –AODA, the AGH has several additional
policies and procedures to enhance the experience for visitors with disabilities. These include:
• Prohibited Items in Galley Spaces – a revised policy includes that visitors with disabilities are allowed to
carry items that would otherwise be prohibited but that are required for medical reasons, in accordance with
the AODA.
• Sit down service:
-The counter at the front desk is at two different heights.
- If required, employees leave the desk and come around to assist the visitor with a disability.
• Assistance is available in the Cafe – employees will come out from behind the counter to offer assistance
when needed.
• Scooters are allowed – no size restrictions – in the AGH.
• An emergency plan is in place to assist visitors with disabilities via areas of safe refugee whereby visitors
await rescue by the fire department in cases of emergency.
• All public areas are accessible, with the exception of the Central Staircase. The AGH has:
- Wheelchair accessible ramps leading to the entrance from the street.
- Automated door openers at the main entrance.
• Currently all existing washrooms conform to the Building Code.
• The following programs are offered to visitors with disabilities upon request.
- A pre-scheduled tactile tour with description for visitors with vision loss, designed to increase their
opportunities to engage with art. Tour topics vary from month to month and include tactile experiences
with art, plus verbal descriptions, combined with objects, sounds and smells that evoke connections
to artworks in the collections. Tours are limited to 10 people and are free with admission; a
companion accompanying the visitor with vision loss has free entry. With two week's notice tours can
also be booked for other times.
• All staff and volunteers delivering the specialized programs have received specific training for interacting
with visitors with disabilities.
• Programs are only held in accessible areas.
• Site visits are being made in program areas to determine access barriers for participants with disabilities
and identify solutions.