Team Member Guide 2016

Te a m M e m b e r G u i d e 2 0 1 6

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Team member photos
Team member photos
Team member photos

Team member photos
Team member photos
Team member photos

The About Us
Humberview Our Beliefs
Group
Training
Serving our customers better,
each and every day. The Details

Name Performance
First Day Extras
Orientation Date

Your manager will assign you your orientation date.

Contents

Module 1: Intro to The Humberview Group
Welcome to The Humberview Group .......................................................... 6
Your First Day .............................................................................................. 7
The Humberview Group of Businesses ....................................................... 8
Our Dealerships Fun Facts ......................................................................... 10
Walkaround Activity ..................................................................................... 11

Module 2: Serving Our Customers Better, Each And Every Day.
Our Values & Way ........................................................................................ 13
Our Baselines & Standards ......................................................................... 14

Module 3: Training, Contacts, Programs, and Company Initiatives
Community Support .................................................................................... 18
HG University .............................................................................................. 20
Health & Safety Training Info........................................................................ 21
Diversity & Inclusion .................................................................................... 21
Employee Assistance Program ................................................................... 21
Employer of Choice Recognition Award...................................................... 22
Team Member Support ............................................................................... 23

Module 4: The Humberview Group Policies and Support
Confidentiality Notice .................................................................................. 25
Safe Workplace............................................................................................ 25
Dealership Lot & Parking ............................................................................. 26
Company Demonstrators ............................................................................ 26
Licensing......................................................................................................26
Use of Shop Facilities ................................................................................. 26
Dealer Plates................................................................................................ 27
Workplace Violence, Harassment & Discrimination .....................................27
Open Door Policy ........................................................................................ 29
Privacy ......................................................................................................... 29
Reporting Workplace Violence, Harassment & Discrimination .................... 29
Information Protection & Risk Management ................................................29
Alcohol & Drug use ...................................................................................... 30
Smoking ...................................................................................................... 30
Electronic Device Usage Policy: Phones & Email ....................................... 31
Dress Code ................................................................................................. 32
Employment Standards in Ontario .............................................................. 35

Module 5: Performance Managements
Performance Management & Reviews ........................................................ 37
Guidelines for Hourly Team Members ......................................................... 39

Module 6: Vacation Entitlement, Perks, & Benefits
Health Management Benefits ...................................................................... 42
Vacation Entitlement ................................................................................... 42
Perks ........................................................................................................... 43

Final Thoughts ............................................................................................. 53
Contact Sheet ............................................................................................. 54
Team Member Acknowledgement Checklist ............................................... 55

Welcome to
The Humberview
Group.

Serving our customers better, each and every
day is possible because of people like YOU!

HQ Picture Required We are happy that you have chosen to join our team! The
Humberview Group consists of over 25 dealership operations, and
a variety of dedicated used vehicle locations, across the GTA and
Southern Ontario.

The HG philosophy is “Serving our customers better, each and
every day”. You will notice that we are unlike many other employers
because we still operate our business with the core values that we
established over 50 years ago, in 1962. We know that our people are
our most valuable asset, and the way in which we can achieve our
vision. We take great pride and care in selecting people to join our
team who represent the same values and culture we have worked
diligently to establish throughout the years.

Through combining our resources, expertise and leadership power
of a growing number of like-minded dealerships, we are now able to
offer more to our team members than would ever be possible with
any one single dealership.

Now that you are a valued member of the HG family, we want you
to know that we strive to serve our team members better, each and
every day because we believe, “If we take care of our team mem-
bers, then our customers will receive the world-class service they
deserve”.

Sincerely,

John C. Esplen 6
President

Module 1: Intro to The Humberview
Group

Your First Day

We are so excited to have you join our automotive family!

Purpose

This book is designed to introduce you to the values and ways we conduct business around all of our dealerships.
Learn about the Group
To learn about what we do here, what to expect from us, and what we expect from you, you’ll need to:
• Read through this package in its entirety.
• Complete each topic, module, & exercise.
• Initial the corresponding acknowledgement checklist at the back of the book.
• Once you have completely reviewed the package, the acknowledgement checklist will need to be signed,

pulled from this package, and given to your dealership Controller.

Meet the Team
Your department manager will introduce you to your new colleagues.

HG University
You will need to complete all of your training modules in HG University (HGU). Your department manager will set
you up with a computer so that you can complete all of your online training on your first day. More information
about HGU can be found in module 3, on page 20.

Health & Safety
At HG, Health & Safety is a top priority. We want all of our team members to feel safe and secure in the workplace.
You will be required to complete some Health & Safety online training through HG University.
(This online training will take approximately 1 hour to complete.)

Customer Service
Our purpose is “Serving our customers better, each and every day.” No matter what position or department you
work in, customer service is the base to your success. All team members will be assigned two (2) introductory
customer service courses.
(This online training will take approximately 2 hours to complete.)

Dealership Walk-Thru
As you walk around the dealership, your department manager will show you facilities such as the washroom,
kitchenette, storage, parking and more. It is also important to be on the lookout for the following safety items; fire
extinguishers, automated external defibrillator (AED), first aid kits, emergency contact list, fire exits, and Health
& Safety boards.

New Hire Orientation
As a new hire, you will participate in our new hire orientation session that is held once a month for new hires
across all of our dealerships and business units. You’ll be given the opportunity to learn more about the company
and history. Ensure that your manager has filled in your orientation date at the beggining of this package.

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The Humberview Group

Dealerships & Business Units

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Our Dealerships

The Humberview Group is one of the largest car dealership networks in Ontario, with 28
locations and 17 brands. That’s a big number — and its one we fully and happily leverage on
our customers’ behalf, each and every day. We use our size to attract the best people, partner
with the best suppliers, invest in the latest technologies and provide the best incentives, prices
and selection. Economies of scale may not be something new in your business, but in the car
business, it’s a game changer — one that allows us to provide an ownership experience that is
positively world class.

Some of our other businesses...

logo To be updated Auto Loan Solutions has helped provide thou-
The Hub is the Humberview Group’s marketing sands of customers with the purchase of new and
division. They focus on providing designs for used vehicles with our secure and easy-to-use
marketing material, digital solutions, website online credit application. We help customers es-
support, posters, printed material, and email tablishing and/or re-establishing their credit.
templates. Located in the heart of Mississauga, the
Hub operates with a high turnaround time in the
heart of Mississauga to all of our dealerships.

AutoPark is part of the largest used car The Humberview Group is a dealer for BraunAbility,
network in Ontario, stocking over 1700 used who is the largest supplier of wheelchair accessible
vehicles from across the province. Autopark vehicles in North America. Humberview Mobility
has dealership locations in Brampton, Barrie, provides full service van conversions (accessible
Mississauga, Toronto, Georgetown and Niagara. vehicles) and related products to both private
individuals and commercial carriers.
BDCAuto Park is the better way to buy used cars in

Southern Ontario.

BDC COLLISION

The Humberview Group Business Development Cen- We offer quality collision repair services on all
tre (BDC) is an inbound and outbound call centre that vehicle makes and models. We use the newest
focuses on lead generation, customer inquiries, and technological advances in paint-matching and re-
setting up appointments. The BDC Representatives finishing to make your car like new again, and we
assist HG’s sales & service goals. also offer other services like dent removable and
minor body work...

HG Leasing is The Humberview Group’s internal leas- Shopping for a used exotic luxury vehicle is a
ing company that operates to provide in house leasing thrilling time. Our used exotic vehicles have been
rates and services to all of our dealerships. meticulously maintained, reconditioned, and
serviced to exact factory specifications.

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Dealership Organizational Structure

Most of our dealerships follow the same leadership structure. This is a chart to help you
identify the areas of business and departments of your dealership.

Humberview Fun Facts

• Our Audi Midtown Toronto dealership is 7 storeys tall, with new & used vehicle inventory on
the upper two floors containing over 200 vehicles.

• We carry 17 different brands.
• We have over 1400 team members
• There are over 174,000 Number of visits to our Service Departments every year
• Technicians log 342,000 hours per year
• Last year we sold 39,583 vehicles.
• We have 285,000 customer contacts per year

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Walk-around Time!

Get acquainted with your team members. Learn something new about the people you
will be working with these ice breaker questions. Your Department Manager will show
you around! It is also important to be on the lookout for the following safety items; fire
extinguishers, automated external defibulator (AED), first aid kits, emergency con-
tacWt list, fire exits, and Health & Safety boards.

Meet & Greet Checklist
(Write down the names of your team’s leadership as you meet them)
Parts Manager__________________________________
Sales Manager__________________________________
Controller_______________________________________
Service Manager_________________________________
General Manager ________________________________
Reception ______________________________________

My Dealership
(Check off the list items below once completed)

I have toured my dealership:
Shop ______
Service tower ______
Parts ______
Sales ______
Detailing ______
Accounting/Administration ______

Exercises

Knowledge & Understanding
1) What is the purpose of the Humberview Group? _______________________
2) How many dealerships do we have? _________________________________

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Welcome to
Humberview

you have sixty
seconds to
leave the
dealership.

If you are not greeted by someone wearing a smile within the
next sixty seconds, you should leave. We don’t deserve
your business.

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Module 2: Serving Our Customers
Better, Each and Every Day

Customer Service Standards

At The Humberview Group, we believe that a better customer experience
is the result of world-class customer service and is necessary to compete
successfully in today’s marketplace. In fact, we go farther.
We believe the customer service we provide is the most important
competitive advantage we have. We focus on ensuring that our customers
have the kind of experience that leaves them looking forward to their next
visit. If we succeed, we are confident our customers will continue to do
business with us instead of our competitors.
What do we mean by service that leaves our customers looking forward
to their next visit? We mean everything. We mean facilities that are
professional, neat, clean, and welcoming. We mean team members who are
warm, genuine, and good listeners. team members who are professional
in appearance and how they do their jobs. Team members who keep the
commitments they make, communicate proactively, minimize oversights, and
recover well when inevitable mistakes occur. In short, we mean excellence, a
job well done, every time.

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It’s not easy to provide the kind of customer service that we aim to achieve. We express
our commitment in the HG mission statement;

“Serving our customers better, each and every day.”

We understand that if we want to meet our customer service objective, we have to be constantly
improving.

There are two ways to constantly improve customer service. First, we can come up with new
initiatives that will make our customers’ experiences uniquely better.

Secondly, we can get even better, day after day, at delivering on our present customer service
commitments. Consistent excellent customer service, rarely dropping the ball, is difficult. Yet
consistency is what defines those companies whose reputations are built on great customer
service.

Our customer service standards address consistency. This helps all team members get and stay
on the same customer service page. They are minimum expectations that we all adhere to each
and every day. And whenever you or another team member thinks of a way to improve customer
service, we will change our customer service standards to raise the bar. This is how we serve
our customers better, each and every day.

The 6 Baselines

1.VALUES STANDARD

Our Values are Respect, Integrity, Honesty, Transparency, and Teamwork.
All team members adhere to our Values when interacting with customers.

Understanding Our Values: team members will make every effort to
understand Our Values and to apply them when they are dealing with
customers, other team members, suppliers, and at all times when they are
representing The Humberview Group.

If unsure whether or not a decision or action is consistent with our Values,
team members will ask their manager for direction.

All team members are responsible to ensure that our Values are adhered to. All
team members are empowered to query a manager or another team member
if they believe something may be inconsistent with one of Our Values.

2. PROFESSIONALISM STANDARD

Team members conduct themselves at all times as professionals. 14
Professionalism requires:

a. That we treat customers and other team members with courtesy.

b. That we report each day on time and ready to work.
c. That our appearance is appropriate.

a. Courtesy requires:
i. That we are polite (Please, Thank you, May I?, etc.).
ii. That we do not raise our voices.
iii. That we do not use foul language and that we do not swear at customers

or other team members.
iv. That if we have an issue with a team member, we raise it with them in

private.
v. That we treat all personal information we learn about customers and other

team members as confidential unless it is clearly intended to be public (i.e.,
we avoid gossip).

Reporting each day on time and ready to work includes:
i. That we get enough sleep each night to be able to do our jobs to the best

of our abilities.
ii. That we do not report for work suffering from the residual effects of alcohol

or drugs.
iii. That if we are taking prescription drugs that may impact our job

performance, we advise our manager.

b. Appropriate appearance includes:
i. That we are bathed and groomed in accordance with acceptable standards
ii. That our clothing is neat, clean, and appropriate for the workplace.
iii. If there is a uniform standard for our position, that we are in uniform.

3. GREETING STANDARD

All customers are greeted promptly, with a smile, eye contact, and a welcome
statement that is friendly and professional. A handshake will be offered
whenever possible. Returning customers are acknowledged at the first
opportunity, including use of their name.
Please note that there are also specific Service Reception, Showroom
Reception, and Parts Counter Greeting Standards.

4. SMILE (CUSTOMER ACKNOWLEDGMENT) STANDARD

When they are in our dealership, we strive to ensure that customers
experience our positive, upbeat culture. We believe the best way to
communicate our culture is with a smile.Team members acknowledge
customers with a smile whenever eye contact is made.

a. The Six-Foot Rule
In addition to smiling, a team member greets a customer whenever the team
member and customer come within 6 feet of each other. “Hello”, “Good
morning”, “Good afternoon” is appropriate.
b. Offering Assistance
Where it appears to be needed, team members offer to assist a customer.
“May I help you?” is appropriate. This Standard applies to all team members,

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including those who do not normally deal directly with customers. Assistance
provided may be to introduce the customer to a team member able to
provide the customer with the help required.
c. Walk, Don’t Point
When a customer asks for directions to a place or department in the
dealership, the team member walks with the customer to his or her
destination and, if applicable, introduces the customer to the team member
who can help them. If the customer has a complaint, the team member
ensures they are turned over to the appropriate manager.

Exceptions: Because it is not always appropriate for team members in some
positions to leave their work areas, the following exceptions to the Walk,
Don’t Point Standard is acceptable:
• Parts Department—Retail Counterperson: A Retail Counterperson asked

for directions shall come out from behind the counter and direct the
customer by pointing and providing verbal directions.
• Service Department—Cash Office: A Cash Office team member asked for
directions shall come out from behind the counter and direct the customer by
pointing and providing verbal directions.
• Service Department—Service Advisor. A Service Advisor asked for
directions shall walk with the customer across the drive-through and through
the door. From there, the Service Advisor shall direct the customer by
pointing and providing verbal directions.

5. TELEPHONE ETIQUETTE STANDARDS

Telephone calls are answered within 3 rings.
Customers calling into the dealership can hear a smile in the voice of the
team member they are speaking with.
a. Receptionist Greeting
Receptionists answer telephone calls with the dealership’s standard reception
greeting. At appropriate times of the year, a standard seasonal greeting shall
be used.
b. Team Members’ Greeting
Team members answering the telephone offer a warm greeting and identify
themselves. “(Your dealership) Service Department. Adrian speaking,” is
appropriate.
c. Placing Customers on Hold
If it is necessary to place a customer on hold, the team member first advises
the customer. “Please hold for no more than 30 seconds,” is appropriate.
“May I place you on hold for no more than 30 seconds?” is better.
A customer will not be placed on hold more than once without his or her
consent and without being offered an alternative. For example, “Mr. Jones
has not yet responded to my page. May I try again for you or would you
prefer to leave him a voice message?”
d. Length of Time on Hold
A customer will not be on hold for longer than 30 seconds.

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e. One transfer
A customer will not be transferred from one extension to another more than
once. This includes the transfer from the reception.

If the call is transferred to a team member in error or the team member cannot
assist the customer, the team member will offer to take down the customer’s
number and have the team member who can assist call back unless the
customer indicates a preference to be transferred to the other team member’s
extension.

6. APPRECIATION STANDARD

Team members will conclude every transaction with a customer with a warm
and professional statement of appreciation for their business.

a. Examples of statements of Appreciation
Service (after payment of the customers invoice has been processed): “Thank
you for coming to (your dealership) today, Mrs. Jones. I look forward to seeing
you the next time you come by. Do you have any questions before we let you
go?”
Sales (after payment has been received and operation of the vehicle
explained): “Thank you for trusting me with your new car decision, Mrs. Jones.
It has been a pleasure meeting you. Please drop by whenever you’re in for
service.”

Parts Counter (after payment has been processed): “Thank you for
choosing(your dealership), Mr. Jones. I’m glad we were able to get you what
you need.”

Exercise

Knowledge & Understanding

1) What are the 5 values?___________, _____________, _____________, ___________, ____________ .

2) G ive an actionable example below that you can demonstrate in your new role :
We put people first:_______________________________________________________________________
We are honoured to work with you: _________________________________________________________
We learn from our mistakes:_______________________________________________________________
We are in the game: ______________________________________________________________________

3) If you come within _____ feet of a customer, you should smile and greet them with
“Good morning/ Good afternoon”.

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Module 3: Training, Contacts, Programs,
and Company Support

Community Support

John and Scott Esplen are strong believers that a great neighborhood needs great community
support. As The Humberview Group grows, we find that we are able to do more for the
communities we call home. This excites us to no end; we love giving back. We love supporting
the people, charities and organizations that have been there for all of us over the years.
Charitable, community support started with the founder, Stewart Esplen, below is a list of
some of charities, charity events and community organizations that have been supported
over the years.

Environmental Stewardship

HG supports and promotes the responsible care of land & resources and
the sustainability of our planet. We strive in our ongoing operations and
major renovations to create sustainable business practises and decisions
by choosing to paticipate in waste, water, & energy audits, repurposing
programs, end-of-life disposal & recycle programs, choosing to use low
consumption LED lighting throughout our dealerships, recyclying used
oil, used tires, paper & cardboard, scrap vehicles, and scrap batteries. 18

19 Never A Dull Moment...

TheHumberviewGroup

UNIVERSITY

Est. 2016

Welcome to HG University!

The People & Culture Department have partnered with Health & Safety to launch a
user-friendly online training portal for all team members of The Humberview Group.
All HG Health & Safety training will be administered through this website. You will have the
opportunity to take job specific-training, as well as courses that will help you develop in
your career.

If you are interested in taking a particular course – just ask! Contact your manager or the
People & Culture Department for more information by emailing
[email protected]

Login Information
You will be receiving an email to create your user name and password. All training courses
will be automatically assigned to you, so you do not need to worry about course selection.

Required Courses
HG is committed to continuously improving the Health & Safety of its workers and the
environment and providing a culture of Health & Safety in its dealerships. This is in part
accomplished by providing and maintaining a safe and healthy work environment and
by providing education and regular training to assist HG team members in the safe
performance of their daily activities.

• Team member’s Responsibility a to complete role specific training and sign.
• Hiring Manager’s Responsibility ato ensure completion.

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Course All Team Members All Managers

Health & •Occupational Health & Safety •Occupational Health & Safety
Safety Awareness Training for Workers in Awareness Training for Supervisors
(H&S) (2hrs) Ontario in Ontario

•WHMIS 2015 Inclding GHS for •WHMIS 2015 Inclding GHS for
Workers and Supervisors - All Jurs- Workers and Supervisors - All
dictions Jursdictions

•Workplace Violence and Harrass- •Workplace Violence and
ment Employee Training (Ontario - Harrassment Manager Training
Bill 168) (Ontario - Bill 168)

Customer • Customer Service Excellence •Customer Service Excellence
Training
Service (1hr) Training

HQ Logo Required Ontario Health & Safety Act Training
Requirements

Newly Hired Team Members & Leaders
All newly hired team members and leaders must start mandatory
training assigned to them on their first day and complete prior to
starting their role.

Existing Team Members & Leaders
Refresher or new training may be assigned to you, everyone must
complete in the allocated timeframe. Once a person accepts a
leadership role, they need to complete the leadership level training
within one (1) week of performing their new role.

Diversity & Inclusion

At The Humberview Group we are committed to providing an environment that is, and
feels, inclusive for all people. We combine our individual talents, skills, and experiences
with those of others to enrich the lives of our team members, customers, and communities.

Employee Assistance Program

Through our employee assistance program, we offer a hotline service available to all team

members 24/7. Go to shepellfgi.com or call 1-800-387-4765 24 hours a day, 7 days a
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week.

Mind If We Toot Our
Own Horn?

We are thrilled to inform you that The Humberview Group is a recipient of the exciting new
award the Canadian AutoWorld Dealership Employer of Choice (CADEOC) Award. This is a
national award recognizing the best auto dealerships and groups to work for in Canada.
We were 1 of 8 selected out of 48 competitors across Canada for this prestigious award.
The CADEOC Award is the industry's first and only “Made-in-Canada” recognition for the
country's automobile dealers. In partnership with CCEOC Inc. and AutoWorld Magazine,
the CADEOC Award creates leading employer brand recognition and a unique competitive
advantage.

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Helpful People

Left to right: Sean Lessey (Helpdesk Technician) , Pratish Mistry (Helpdesk Technician),
David Renton (Director of Technology), Ryan Ramrattan (Helpdesk Technician), Anthony
Russillo (Helpdesk Technician), Scott Campbell (Helpdesk Technician).

IS Help Desk

Q: How do I check my email from home?
A: Go to https://hgcmail.humberviewgroup.com/owa when prompted enter the same
username as password as you do when logging onto your PC at the office.

Q: What is the VPN URL?
A: vpn.humberviewgroup.com

Q: Who do I contact if I am having technical difficulties?
A: The Humberview Group IS Help Desk is available to answer any tech related question with
email, phone, or computer.
They can be reached by phone #416-207-3029 OR ext. 3029 or can be reached via email at
[email protected]

Q: What is the IS department hours?
A: Monday to Friday, 7:30am-6:00pm

Q: What if I need help on a Saturday?

A: On Saturday, there is always a representative on call to deal with urgent matters. If you

are having technical difficulties, please email the helpdesk at ishelpdesk@humberviewgroup.
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com and a member of the team will attend to you promptly.

Human Resources: People & Culture Department

The People & Culture Department work for you and provide perks & benefits, team member
relation services, training & development, recruiting, and support with confidential matters.
The People and Culture Department can be reached by email,
[email protected]

Left to right: Ina Lecic (HR Recruiter), Nicholas Ivezic (Implementation Specialist),
Mary Esplen (Team Member Development Specialist) and Jennifer Fitzsimmons
(Director of People and Culture)

Health & Safety

Ongoing Health & Safety training is mandatory
for all team members. Your dealership is
supported in this regard by the Health & Safety
Coordinator, Mary Jo Cullen
([email protected]).

Exercises

True or False
1) I can contact the People & Culture Department for any reason, for issues inside and outside

of my dealership ______

Fill in the blanks
2) The email address I should use to contact the People & Culture Department is:

[email protected]
3) The extension for the IS Technical Help department is ext._______

4) I must provide my safety training certificates of completion to my dealership _____________

(hint: job title) once I have finished all of my courses. 24

Module 4: The Humberview Group
Policies

Please intial and sign off on the acknolwedgement checklist, found at the back
of this package on page 55, once the exercises and policies of this section have
been reviewed

Confidentiality Notice

From time to time, team members may find that customers ask them questions
about the company’s sales, financial performance or operational initiatives. While
every person who comes into our dealerships should be treated as a valued
customer, keep in mind that you should not share operating or confidential
information about the company. You never know if you are actually talking to a
member of the media, an analyst, or even a competitor! If you are asked about
the Humberview Group`s business, the recommended answer is “ We are always
trying to provide a better experience for our customers”.

Safety Principle

The Humberview Group’s number one day-to-day priority is the health, safety
and well-being of team members. We all have a legal duty to work safely. It takes
consistent and continuous effort to prevent workplace accidents and to maintain
healthy workplaces and safe equipment.

Joint Health & Safety Committee (JHSC)

Each dealership location has a JHSC committee that meets regularly and conducts
the Health & Safety inspections that are required by law. The names of the JHSC
members are posted on the Health & Safety board and team members are
encouraged to bring questions or concerns to their departmental representative
on the Committee. If you want to be included in the JHSC please contact Mary Jo
at [email protected] or 905-606-5025.

Personal Protective Equipment

Team members are required to wear the Personal Protective Equipment the Health
& Safety and Service Manager determines is appropriate for their jobs.

Accident & Injury Reporting and Incident Investigation
A team member involved in a workplace accident that results in personal injury
(no matter how slight) must report the incident immediately to a manager and
complete an Accident Report. Team members should also report accidents which
could result in a slow-developing injury.
Workplace accidents must be investigated immediately by a manager and, if

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available, a member of the JHSC. “Near misses” should also be reported and
investigated.

Working Alone or in Isolation

Other than when operating a company vehicle off-premises, team members are
not required in the ordinary course to work in an area of the dealership’s premises
far removed from other team members. However, team members may find
themselves alone for brief periods or because they are working outside normal
business hours. The Humberview Group’s Working Alone/In Isolation Safety Plan
covers these situations and a copy may be obtained from Mary Jo Cullen.

Dealership Lot & Parking

Team members may park 1 vehicle in the employee parking area when they are
at work. Team members cannot park or store other vehicles, including boats,
trailers, motorcycles, motor homes, ATVs, snowmobiles etc. at their dealership.
Technicians cannot park or store vehicles they are working on or restoring on their
own time.

The maximum speed limit on dealership property is 10km/hour.

Using Our Shop Facilities

Technicians working on their own vehicles may do so on their own time with
authorization and a work order from the Service Manager, as long as the work
can be done safely and it does not interfere with regular shop operations. (Team
members are reminded that storing vehicles they are working on at dealership
grounds is not permitted.)

Care of Company Vehicles & Demonstrators

If applicable, team members shall operate company vehicles, including vehicles
in inventory:
• Safely, within posted speed limits and otherwise in compliance with the Highway

Traffic Act, including restrictions on cell phone use while driving.
• In a manner that is courteous and respectful of other drivers on the road.

Smoking is not permitted inside company or customer demonstrator vehicles.
Team members must report damage to company vehicles or demonstrators to
their leaders at the first opportunity. Ask your Sales Manager for more information
on the company demonstator policy and demo insurance. The policy must be
signed before operating any demonstrator vehicles.

Licensing Requirements

Team members required to operate vehicles must maintain valid driver’s licenses
and driving records acceptable to The Group. Loss or suspension of your driver’s
license must be reported to your manager immediately. Your dealership may
obtain a team members’ driving records from the Ministry of Transportation from
time to time.

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All Salespeople are required to have a current and valid Ontario Motor Vehicle
Industry Council (OMVIC) license.
Technicians with an Ontario Mechanics Licence are required to maintain their
licenced status and any other certification required by their job or area of
specialization. Any change in licence status must be reported to the Service
Manager immediately. A technician hired without a licence or with an out-of-
province licence will be required to attain licensed status within a reasonable

Dealer Plates

Each team member is responsible for his/her dealer plate and any related fines,
tickets, and ETR charges to these plate(s). If a plate is lost or stolen, the salesperson
is responsible for reporting the loss to the police and covering replacement costs.

Workplace Violence, Harassment, &
Discrimination

Team members can be confident that The Humberview Group is free from:
(1) Violence or the threat of violence,
(2) Verbal abuse, intimidation, or bullying, and
(3) Discrimination (adverse treatment) for any reason based on individual

difference (real or perceived).
The Humberview Group’s commitment to a violence-free workplace extends to
ensuring that:
• Premises, including stairwells, are well-lit and there are no dark places for

intruders to hide in.
• Parking lots are well-lit and team members are escorted or driven to their

vehicles after dark, as required.
• Access points to buildings are limited and buildings are locked and a security

system is engaged after hours.

Workplace harassment means a course of vexatious comment or conduct against
a team member that is known or ought reasonably to be known to be unwelcome.

Discrimination includes actions, words, jokes, or comments related to a team
member’s race, ancestry, place of origin, colour, ethnic origin, citizenship, creed,
sex, sexual orientation, age, record of offenses (for which a pardon has been
granted), marital status, family status, religion, physical/mental disability, or any
other legally protected ground.

All team members are required to recognize and refrain from engaging in harassment
or discrimination and also to recognize and refrain from actions, comments, or
language that might reasonably be interpreted as offensive, embarrassing, or
humiliating to others, whether or not that is the intended result.

Leaders are responsible for ensuring that measures and procedures are followed
by team members and that team members have the information they need to
protect themselves.Every team member must work in compliance with this policy
and the supporting program. All workers are encouraged to raise any concerns

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about workplace violence and to report any violent incidents or threats.
Leadership pledges to investigate and deal with all incidents and complaints
of workplace violence in a fair and timely manner, respecting the privacy of all
concerned as much as possible.

If You Don’t See Eye to Eye with a Customer

When working with customers, team members must take all possible steps
to ensure that disagreements or misunderstanding are cleared up before they
become disputes. If a customer is abusive or disrespectful, it is the team member’s
obligation to politely but firmly exit the vicinity and obtain the assistance of a
manager.
A customer issue that a team member cannot resolve should be brought to a
manager’s attention so that it can be reviewed and addressed. Disputes that
cannot be resolved by the team member will be forwarded to the respective sales
or Service Manager.

If You Don’t See Eye to Eye with another Team Member

Disagreements or friction between team members can create an uncomfortable
environment not only for those involved but also for other team members and
customers.

Any type of conflict that cannot be resolved between the team members should
be brought to the attention of their manager for speedy resolution. If a conflict
is between team members in different departments, resolution may require the
assistance of the General Manager.

Sexual Harassment

Sexual harassment means unwanted sexual advances, or visual, verbal, or
physical conduct of a sexual nature. It includes gender-based conduct which
is not directed towards a particular individual but which may nevertheless make
employees of one or the other gender uncomfortable. Sexual harassment is not
acceptable at The Humberview Group.

Domestic Violence in the Workplace

A team member who believes he or she is at risk of a domestic violence incident
in the workplace should advise his or her manager of the risk in confidence. The
manager will take reasonable steps to prevent a domestic violence incident from
occurring in the workplace, such as:
• Confidentially advising Receptionists or other front-line team members of the

risk and instructing them to advise the team member at risk if the individual
who is the source of the risk attends at the workplace.
• Ensuring that the team member at risk is never alone or isolated in the
workplace for reasons such as lunch breaks.
• Relocating the team member at risk within the workplace until the risk has
abated.

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Open Door Policy

The open door policy is a communication policy encouraged by The Humberview
Group amongst all leaders, executives, and supervisors. Because of the
importance on our value ‘transparency’, team members are encouraged to stop
by whenever they feel the need to meet and ask questions, discuss suggestions,
and address problems or concerns with leadership. An open door policy serves
to foster an environment of collaboration, high performance, and mutual respect
between upper leadership and team members.

Privacy

Team members have a responsibility to protect all customer and team member
information given to The Humberview Group, even in instances where the same
information may be available through public sources.

As a Team Member
• Be aware that identify theft, credit card fraud and checking account fraud are

on the rise. Pay attention to the sensitivity of personal information in your day
to day job.
• Do not collect personal information outside of approved business processes.
• Secure paper documents containing personal information.
• Do not store personal information on laptops.
• Do not leave laptops in your vehicle or unattended in public places (such as
airports).

Reporting Violence, Harassment, or Discrimination

A team member who believes he or she has experienced violence, harassment,
or discrimination should report the matter to his or her manager as soon as
possible. A team member who believes he or she has experienced violence,
harassment, or discrimination by his or her manager should report the matter to
their General Manager.

Complaints of violence, harassment, or discrimination will be investigated and
resolved in a manner that ensures fairness, objectivity, and confidentiality.

Who should you contact to report a violation?
If you have a privacy concern in the workplace, please contact the Director of
People and Culture , Jenn Fitzsimmons at #416-521-6783 or
[email protected].

Information Protection & Risk Management

What is Information Protection Awareness?
Information Protection Awareness is a training effort with the objective of
educating team members about the actions they should undertake to protect
The Humberview Group’s information assets.

Why is Information Protection so important?
Team members need to understand that they play a role in exercising due

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diligence with the secure handling and maintaining of data, customer records,
inventory sheets, and pricing. A breach in the protection of information or misuse
of information could result in financial and legal liability for The Humberview
Group, as well as damage our public reputation and customer trust. To ensure
compliance with external regulations, team members need to know the correct
behaviour that will result in protecting the information assets entrusted to your
dealership & The Humberview Group.

For the disposal of information, each HG Dealership is equipped with a
Secure Document Disposal Console – in compliance with Public and Private
Sector Privacy Legislation in Canada – for disposal of documents gathered in
the course of business operations. Disposable documentation applies to all
identifiable personal information that is collected and recorded in any form.

Safeguarding Company information

• Safeguarding the information owned by your dealership and The Humberview
Group requires the active involvement of all team members. If measures are
not taken to protect our information, we would be in violation of contractual
or regulatory obligations.

• Intentional or accidental disclosure of our information assets and resources
can negatively impact The Humberview Group from a financial, legal, and
reputational perspective. The following list contains some examples of the
information that we need to protect.

- Personally identifiable information including team members and customer
data.
- Advertising strategy and copy (before release).
- Marketing plans.
- Vendor and business partner information.
- User passwords to any systems or software at The Humberview Group.
• Knowing your individual role and responsibilities for protecting The

Humberview Group ‘s information.

Who should I contact about this if I have information?
• To report a violation of The Humberview Group information protection policy

or illegal conduct or activity, contact: a member of your leadership team or
the People & Culture Department.
• If you feel your information has been compromised, please contact the IT
Team at 416-207-3029, or, email [email protected]

Alcohol & Drug Use

Team members shall not:
• Report for or return to work under the influence of alcohol or drugs.
• Consume alcohol or use drugs at any time while on company premises.
• Drugs prescribed by a physician can and should be taken as required unless

they will impair the team member's ability to safely and effectively perform
his or her job.

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Smoking

Smoking is not permitted inside any of The Humberview Group buildings and
vehicles, including demonstrators, vehicles in inventory, customers’ vehicles,
shuttle buses, or parts trucks.
Smoking on company premises is permitted only in designated outdoor smoking
areas. Team members are asked to place cigarette butts in receptacles provided
rather than leave them on the ground.
This smoking policy also applies to the use of electronic cigarettes. The use of
electronic cigarettes is prohibited wherever smoking is prohibited.
Smoking shelters will not be provided but locally designated smoking areas
should be identified. These should be a suitable distance away from buildings
(minimum of 30 feet) to avoid smoke drifting through open doors or windows or
people having to pass through smoking areas to access a building. Cigarette
waste should be disposed of properly and considerately in a safe manner.

Canvassing

Team members may canvas, sell, or solicit donations on a dealership’s premises
only with the approval of the General Manager. Team members may not canvas/
solicit donations by email.

Email, Phone, Devices, & Internet usage Policy

The Humberview Group information systems include telephones, tablets, and
computers. Team members who have telephone internet, and email access as
part of their jobs must use those things primarily for business purposes; limited
personal use during non-working time is permitted provided that it is reasonable,
not excessive, and does not interfere with the team member’s job performance.
Team members should review the entire policy to ensure compliance.
Please refrain from using emails for the purposing of soliciting donations, making
personal appeals, circulating chain emails, jokes, pictures, video clips, or similar
material.

Limited circulation to individual addressees of jokes, pictures, video clips, etc.
which are not sexually, racially, religiously, or otherwise offensive is permitted,
but such circulation should take place only after careful consideration.
Emails making humanitarian appeals or to raise funds for any reason shall not be
circulated to team members without prior approval from the General Manager. A
team member wishing to bring such a matter to the attention of team members
in other HG dealerships may make a request to hgpeople@humberviewgroup.
com for the circulation of a humanitarian appeal by HG. Such requests will be
considered on an individual basis.

In the event that a team member will be away from the office or unreachable
during a regular business week, team members are required to set up an out of
office voicemail as well as create an email automatic reply as per our out of office
policy, informing the date at which they will resume normal business hours and
resondance.

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Tools & Equipment

The tools and equipment that the Humberview Group owns are valuable and
necessary for business operations. The following rules apply to their use:
•Team members only use tools and equipment they are able to operate safely
(and have been trained to use if training is necessary).
•Team members report missing or damaged equipment or tools to the
appropriate manager (or the Shop Foreman) at the first opportunity so that they
can be repaired or replaced.
•Tools and equipment must be returned to their storage location promptly after
use.

Dress Code

It is imperative that team members of The Humberview Group maintain
a professional appearance while in the workplace. These practices of
professionalism and safety create a positive and safe working environment and
help build relationships with fellow team members, customers and communities.
A professional appearance must be maintained at all times.
Uniform
Operational customer-facing team members of The Humberview Group shall
wear approved uniforms while on-duty to aid in their identification and promote
the professional image of the organization.
Hygiene
The Humberview Group team members are expected to meet hygiene
requirements during regular business hours for the duration of their employment.

Inappropriate Attire
The following items are not permitted in any area during normal working hours:
• Sweat & jogging pants;
• Yoga and Lululemon pants;
• Jeans;
• Pants that expose the midriff, underwear or leggings;
• Gym shorts;
• Bicycle shorts or other athletic shorts;
• Low-cut tops;
• Halter tops;
• Spaghetti strap tops;
• Tops that expose the midriff or underwear;
• Mini-skirts;
• Any form of clothing that is mesh, sheer, see-through or otherwise revealing;
• Any form of clothing that is generally offensive, controversial, disruptive or

otherwise distracting;
• Any form of clothing that is overtly commercial, contains political, personal

or offensive messages;
• Plastic flip-flops or sandals; and
• Beach footwear.

Personal Protective Equipment

Personal/Protective safety equipment must be worn at all times in areas where

such equipment is required. 32

• Every Humberview Group team member is responsible for exercising sound
judgment and common sense for his or her attire at all times. If a team member
is deemed to be wearing inappropriate attire, their manager is responsible for
coaching the team members accordingly.

• Individual situations relating to appropriate workplace attire may be addressed
on a case by-case basis. If you have questions about these guidelines or a
particular business areas dress requirements, contact your manager.

Compliance
• Departure from appropriate grooming, hygiene and attire standards will result in

or disciplinary action.
• Theme days are occasionally approved by the institution and/or appropriate

department when a deviation from these guidelines is appropriate, and when
the business necessities will not be affected.
• Personal appearance standards may be reviewed periodically and updated as
deemed necessary.

Exercises

1) List 3 examples of inappropriate attire at work ______________, _______________

& _____________ .

2) Who should you first contact to report a violation or wrongdoing? ______________

3) Who should you then contact if your manager is not able to solve the issue?

_______________________________

We’ve come a long way...

The Humberview Group has grown significantly in the size and scale of operations since the

first dealership back in 1971. As we continue to grow we have introduced new policies and

best practises to ensure that all team members have the best working experience and are

treated fairly and reasonably. 33

Page To be updated with correct logos...

The HG Logo

Through The Ages

1971

2004

2016

?2020

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It’s Your Right to Know!

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Module 5: Performance Management

Probation

During your first three (3) months at HG, we will be paying particular attention
to the way you handle your job and whether you “get” Our Values and Our
Way. It is important to us that all team members share our commitment to
both a world’s best customer experience and a positive, upbeat workplace
where people come first.

Involuntary Departure

The Humberview Group considers the following to be cause for
termination of employment without notice:

• Acts or threats of violence or aggression towards a team member or
customer; sexual harassment; workplace harassment; discrimination.

• Dishonesty in dealings with customers, other members, your dealership,
or a supplier.

• Unauthorized or unlawful use of dealer plates.
• Unauthorized or unlawful use of your dealership tools or equipment.
• Unacceptable or unlawful use of your dealership’s email or Internet access.
• Loss or suspension of Driver’s Licence if it is required to perform one’s job.
• Wilful violation of a Health & Safety requirements, whether or not accident

or injury is the result.
• Possession of unlawful drugs on your dealership’s premises.
• Being under the influence of alcohol or unlawful drugs when you arrive for

work.
• Consuming alcohol or unlawful drugs during work hours. (Alcohol may be

consumed in moderation during your dealership’s events at which alcohol
is served.)
• Repeated absences from work or lateness.
• Theft or removing company tools or equipment from company premises
without authorization.
• Failure to account for products or services given or received.

The following are examples of vehicle-related activities that The Humberview
Group considers cause for termination of employment without notice:
• Street racing in a company vehicle or demonstrator.
• Operating a company vehicle or demonstrator at excessive speed,

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with excessive aggression, or otherwise in a manner that demonstrates recklessness or
disregard for the vehicle.
• Operating a company vehicle or demonstrator while impaired by the consumption or alcohol
or drugs.
• Operating a company vehicle or demonstrator while engaged in the commission of a crime
or for some other unlawful purpose.

Performance Management

Team Member Reviews
Team members will use the following forms for performance management:
• Job description-describes the tasks and responsibilities for the position;
• Performance document-describes the skills necessary to perform the job effectively;
• Performance and development summary-the evaluation form leaders fill out at the end of

the review period.

Upon hire, your manager will review your job/role descriptions and performance document
with you. These documents serve as your initial listing of our performance goals. All reviews
will be comprised of a summary assessment of your job performance, as well as key strengths
and developmental needs.

Did you know: Our people perform better than any of our supercars...

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Attendance Guide for Hourly Team Members

Failure to adhere to schedule- When a team member fails to be at a designated
place of work as per the schedule. Also includes if a team member clocks in late
or early for his or her lunch or scheduled shift. If there is a pattern of clocking
in early or late the team member will be subject to discipline at the manager’s
discretion.

Excused Tardy- Having a legitimate or reasonably forewarning the respective
department manager that the team member will be late to the designated place
of work per the schedule, usually by less than one hour. The team member is
generally expected to make up the missed time mutually agreed upon with his/
her manager.

Eating Periods- Eating Periods are for a maximum of 1 hour. Team members
must take the meal breaks as set forth in their schedule in accordance with
Employment Standards Act Laws.

Job Abandonment-Failing to report for three consecutive scheduled days. Job
abandonment is considered resignation.

Progressive Disciplinary Process: Tracking
Absenteeism & Tardiness

Depending on the circumstances, any set in the process may be repeated,
omitted, or taken out of sequence. For example, if a team member demonstrates
a pattern of behaviour, repeatedly violates The Humberview Group`s policies, or
has received multiple discipline notices, a final coaching notice or termination
may be appropriate, On the other hand, if a team member commits an offense
that does not warrant termination but is serious, a final coaching may be the
first step in the process.

Verbal Coaching Session a Written Coaching Session a Termination Session.

Verbal Coaching Session- A coaching session gives the manager an
opportunity to make the team member aware of the unacceptable behaviour,
the consequences for continuing that behaviour, and gives the team member an
understanding of what is needed to correct the behaviour and an opportunity
to improve. A coaching session should be documented on a performance and/
or discipline notice form and placed in the team member’s files. Leaders should
conduct a coaching session for a first offense of attendance and/or punctuality
issues.

Written Coaching Session- A written coaching session is formal written
notice to a team member that his or her behaviour violates company policy or

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procedure, depending upon the severity of the violation, a prior coaching session may or
may not have occurred. The violation should be placed in the team member’s file. Leaders
should conduct a coaching session after a coaching session has already been conducted or
for more serious first offense attendance and/or punctuality issues.
Termination- A termination can occur as a result of a first offense (such as job abandonment)
or after multiple violations as the final step in the progressive disciplinary process. The violation
should be documented and the team member should sign the document to acknowledge the
termination has occurred. The signed acknowledgment form should be placed in the team
member’s file and a copy of the notice should be given to the team member. Leaders should
conduct a termination session when it is clear that a team member has abandoned his or her
job, or after multiple unexcused absences and/or punctuality issues (5 or more in a 12-month
period) with no improvement.

Who to contact?

Questions & concerns should be directed to your human resources representative. Please
contact the People & Culture Department at [email protected].

Did you know: We have our own version of the Justice League...who also happen to
sell cars...

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Module 6: Vacation Entitlement,
Perks, & Benefits

Health Management Benefits

You will receive a benefits booklet in addition to this package.
HG provides group benefits for permanent, full-time team members and their families through
Great-West Life. Information about the benefits plan is available at groupnet.greatwestlife.com
and all team members are encouraged to register as a plan member on that site when eligible to
do so.
Two benefits unique in our industry are the Healthcare Spending Account, which provides $250
per year (after your first year with The Group) for medical or health-related services not otherwise
covered, and the Employee and Family Assistance Program (EAP). For further information about
confidential EAP services, go to shepellfgi.com or call 1-800-387-4765 24 hours a day, 7 days a
week.

Team members are enrolled in the Group Benefits Plan after 3 months. The cost of premium is
shared 50/50 by team members and your dealership, except that the EAP is 100 per cent paid
by your dealership. Team members’ premiums are deducted from pay. Long term disability (LTD)
benefits and life insurance are paid by team member.
Inactive Team nembers may maintain benefits (except LTD) by making their premium contributions
if they are inactive because they are on sick leave, receiving Long Term Disability or WSIB benefits.
Team members on personal, maternity, or parental may maintain benefits (except LTD) by paying
the entire premium.
Please note that your dealership may change the Group Benefit Plans provider or amend coverage
from time to time.

Notification When Personal Information Changes
Team members are asked to contact their dealership Controller by email with any changes,
including address, phone number(s), email, or marital/family status.

Vacation Entitlement

Team Members are entitled to:
• 2 weeks’ vacation if they have completed 1 year of employment effective the previous Dec.

31st.
• 3 weeks’ vacation if they have completed 5 years of employment effective the previous Dec.

31st.
• 4 weeks’ vacation if they have completed 10 years of employment effective the previous Dec.

31st.
• 5 weeks’ vacation if they have completed 25 years of employment effective the previous Dec.

31st.

Team members who have completed less than 1 year of employment effective the previous Dec.
31st are entitled to a prorated vacation. For example, a team member who had completed 6

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months effective the previous Dec. 31 is entitled 1 week in the current year.

Vacations must be taken. Vacation time cannot be carried forward from year to year unless a
team member’s manager agrees. Such consent must be obtained before the end of the year in
which the vacation entitlement falls and vacation time carried forward must be taken in the first
3 months of the following year.

Vacation Pay
Team members are paid vacation pay of:
• 4% of previous year’s earnings where vacation is 2 weeks or less.
• 6% of previous year’s earnings where vacation is 3 weeks.
• 8% of previous year’s earnings where vacation is 4 weeks.
• 10% of previous year’s earnings where vacation is 5 weeks.

When calculating of vacation pay, a team member’s previous year’s earnings do not include
the previous year’s vacation pay. Salaried team members’ vacation pay is by way of salary
continuation during vacation time.

Vacation Scheduling
Vacations are taken in one week increments unless a team member’s manager agrees to a
vacation of longer or shorter duration. Team members must book vacations with their leaders and
are asked to avoid last minute requests. Team members should not make travel commitments
until their vacation request has been approved

Other Benefits

With respect to matters such as overtime pay, leaves of absence, and other matters not covered
in this guide, The Humberview Group’s practice is to follow the Employment Standard Act.
Information can be obtained from HG People at [email protected].

Benefit Provider Quick Sheet

Provider Type Site Contact

Great West Life Insurance Provider groupnet.greatwestlife.com 204-946-1190

Shepell Employee Assistance shepellfgi.com 1-800-387-4765
Program

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HG Member Perks

As a member of The Humberview Group you have access to tons of great perks. Refer to

the net few pages for details on the offers and discounts that you get as one of our valued

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HUB, Insurance Program

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Employee Assistance Program

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