Rosalie Hall is committed to providing accessible customer service to all persons that we serve. The objective of this policy is to meet the requirements in accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07).
The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.
Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008. This Regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public. Designated public sector organizations, including Rosalie Hall, must comply with this standard as of January 1, 2010.
This policy is drafted in accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07) and addresses the following:
· the provision of goods and services to persons with disabilities;
· the use of assistive devices by persons with disabilities;
· the use of a service animal on the premises;
· the notice of temporary disruption of services and/or entrance into building
· the use of support persons by persons with disabilities;
· feedback regarding the provision of goods and services to persons with disabilities; and notice of availability and format of documents.
Policies and Procedures
This policy is supported by procedures which outline the detailed processes and provisions pursuant to this policy. The supporting procedures include the following:
· Procedures for Customer Service and the Use of Assistive Devices
· Procedures for the Use of Support Persons and Service Animals
· Procedures for Notice of Temporary Disruption
· Procedures for Training and Receiving Feedback
Communication with Persons with Disabilities
When communicating with a staff, student or volunteer with a disability, Rosalie Hall will do so in a manner that takes into account the persons’ disability. This may mean providing information in an alternate format such as large print, or it may mean sending an electronic copy of a document that can be read with a screen reader.
The Provision of Services to Persons with Disabilities
Rosalie Hall will use reasonable efforts to ensure that the provision of its services are consistent with the following principles:
· The services at Rosalie Hall are provided in a manner that respects the dignity and independence of clients with disabilities;
· The provisions of Rosalie Hall’s services to clients with disabilities are integrated with those provided to clients who do not have disabilities wherever possible and practical, given any situation.
· Clients with disabilities are given an opportunity equal to that of clients without disabilities to obtain, use or benefit from Rosalie Hall’s goods and services wherever possible.
A client or volunteer with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Rosalie Hall’s goods and services.
It is the responsibility of the client with a disability to ensure that his or her assistive device is operated in a safe and controlled manner while at Rosalie Hall.
Rosalie Hall, will ensure that a client with a disability may enter the agency with a support person and have access to their support person at all times while on the premises.
Use of Service Animals
Rosalie Hall is committed to welcoming people with disabilities who are accompanied by a service animal. Such individuals will be permitted to keep the animal with them while accessing goods and services.
Notice of Temporary Disruption
Rosalie Hall will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities (i.e. the front ramp). This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative routes into the building or other means of obtaining the services, if available.
The notice will be posted at appropriate public entrances, reception counters, and other areas as deemed necessary.
Rosalie Hall will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07).
The content of the training will include, but is not restricted to the following:
· a review of the purpose of the AODA;
· a review of the requirements of the Accessibility Standards for Customer Service(Ontario Regulation 429/07);
· how to interact and communicate with clients who have various types of disabilities;
· how to interact with clients with disabilities who require the assistance of assistive devices, service animals, or support persons;
· how to use assistive devices or equipment that may help clients with disabilities to access Rosalie Hall’s goods and services;
· what to do if a client with a disability is having difficulty accessing the building or services available;
· training on Rosalie Hall’s policies, procedures and practices pertaining to the provision of goods and services to clients with disabilities.
Training will be provided on an on-going basis as changes are made to Rosalie Hall’s policies, procedures and practices governing the provision of goods and services to clients with disabilities and to the assistive devices or equipment made available.
Rosalie Hall will maintain records of the required training. These records will include the number of individuals trained and the dates on which training occurred. The names of individuals trained will be recorded for administration purposes.
Rosalie Hall is committed to providing high quality services to every person that it serves. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements.
Members of the public may have valuable input about the delivery of goods and services to clients with disabilities and may be given by telephone, in person, in writing, and in electronic format.
Information about the feedback process will be available to the public and notice of the process will be posted within the facility.
All documents required by the Accessibility Standards for Customer Service are available upon request.
This policy applies to all persons who deal with members of the public or other third parties on behalf of Rosalie Hall, whether the person does so as an employee, volunteer, contractor, consultant or otherwise and all persons who participate in developing Rosalie Hall policies, practices and procedures governing the provision of goods and services to members of the public or other third parties.