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Accessible Customer Service Plan

PURPOSE

To outline procedures in order to remain compliant specific to the requirements of the Information and Communications standards included in the Integrated Accessibility Standards of the Accessibility for Ontarians with Disabilities Act, (AODA)

 

POLICY

Monica Place is committed to excellence and the continual improvement process of access for people with disabilities to our facilities and services for our residents, staff, volunteers, contractors, visitors and other members of the community.

 

Monica Place promotes accessibility as prescribed by the Accessibility for Ontarians with Disability Act through our policies, procedures and practices governing the provision of its services to people with disabilities and the identification and removal of barriers.

 

People with disabilities will be permitted the accompaniment by support persons, guide dogs or other service animals while accessing our services at Monica Place.

 

This Accessible Customer Service Plan will be reviewed and if necessary revised once per year.  Any revisions will be communicated to residents, staff, volunteers, contractors and the community by the way of email, postings and updates on the Monica Place website page.  This plan will also be available upon request in a manner that takes into account the person’s disability.

 

All information and communications materials and services provided by Monica Place shall follow the principles of dignity, independence, integration and equal opportunity. Monica Place is in compliance with the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities ActThis policy applies to the provision of information and communications services and materials for people with disabilities.

 

GUIDELINES

In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:

  • General Requirements
  • Feedback Process
  • Accessible Formats and Communication Supports
  • Emergency Procedures, Plans or Public Safety Information
  • Exceptions
  • Review

 

PROCEDURE

  1. General Requirements

General requirements that apply across all the five (5) standards (information and communication, employment, transportation, design of public spaces, and customer service) are outlined as follows:

 

Establishment of Accessibility Policies and Plans

  • Monica Place will develop, implement and maintain policies governing how it will achieve accessibility through these requirements as per Development, Review, Implementation and Enforcement of Policies Policy.

 

Training Requirements

  • Monica Place will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities;
  • Training will also be provided to:
    • Individuals who are responsible for developing Monica Place’s policies
    • All other persons who provide goods, services or facilities on behalf of Monica Place
    • Training will be provided as soon as is reasonably practicable, but no later than 30 days from date of hire; and
    • Training will be provided on an ongoing basis to new employees and as changes to Monica Place’s accessibility policies occur.

 

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Monica Place’s annual Accessible Customer Service Plan related to the customer service standard
  • Instruction on how to interact and communicate with people with various types of disabilities
  • Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person
  • Instruction on how to use equipment or devices available at Monica Place to assist with providing our services to people with disabilities (i.e. ramp)
  • Staff, volunteers and third parties will be trained about the availability of feedback processes, disruption of services and the availability of our Annual Accessible Customer Service Plan.
  • Records are kept for any training that is provided, including dates the training is completed and the names in attendance.

 

Assistive devices

 

Assistive devices are used by people with disabilities to help with daily living.  They include a broad range of products such as wheelchairs, walkers, canes, white canes, oxygen tanks, portable chalk boards and electronic communication devices that people may bring to our premises.

 

We will ensure that our staff is trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services.  The policy on how to serve people with disabilities who use personal assistive devices is consistent with the principles of dignity, independence, integration and equal opportunity.

 

Communication

 

We will communicate with people with disabilities in ways that take into account their disability.

If a person with a disability has difficulty communicating due to the disability and perhaps competing noise or commotion; the person may request from our staff to provide a quiet and secure area to continue the communication.

When communicating with a person with a disability, staff and volunteers are instructed to do so in a manner that takes into account the person’s disability.

 

Service animals

 

Service animals are animals that are individually trained to perform tasks for people with disabilities, such as guiding people who are for example:  blind, alerting people who are deaf, pulling wheelchairs, alerting or protecting a person who is having a seizure, or performing other special tasks.

 

We welcome people with disabilities and their service animals.  People with disabilities will be permitted the accompaniment by support persons, guide dogs or other service animals while accessing services at Monica Place.   Service animals are allowed on the parts of our premises that are open to the public.

 

Support persons

 

A support person is an individual hired or chosen to accompany a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to goods or services.

 

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

If there is a fee charged to the support person for admission or participation in services at Monica Places, we will notify the individual of this through a notice posted on our premises or directly with the individual.

 

Notice of temporary disruption

 

In the event of a planned or unexpected disruption to services or facilities for individuals with disabilities, Monica Place will notify individuals promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

 

This notice will be placed at 231 Herbert Street, Waterloo and 150 Ainslie Street North, Cambridge.

 

Feedback Process

Monica Place will ensure that all feedback processes (both internal and external) are made accessible to persons we support or employees, upon request.

In accordance with the customer service standards, Monica Place will make known the availability of accessible feedback formats.

  • Monica Place shall provide persons we support with the opportunity to provide feedback on the service provided to persons we support with disabilities.
  • Information about the feedback process will be readily available to all persons we support and notice of the process will be made available online and in hard copy available at reception.
  • Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
  • Persons we support who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

 

  • Unless deemed unconvertible, Monica Place will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request;
  • Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual;
  • Monica Place will take into account the person’s accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability; and
  • Monica Place will make the availability of accessible formats and communication supports publicly known.

 

Emergency Procedures, Plans or Public Safety Information

  • Monica Place will ensure that all publicly available safety and emergency information (e.g. evacuation procedures, floor plans etc.) is provided in an accessible format or with appropriate communication supports, upon request.

 

Exceptions

The Information and Communications Standard does not apply to:

  • Products and product labels;
  • Unconvertible information or communications; or
  • Information that the organization does not control either directly or indirectly through a contractual relationship.

 

Unconvertible Information or Communications

  • If it is determined, in consultation with the requesting party, that information or communications are unconvertible, Monica Place will ensure that the individual who made the request is provided with an explanation and a summary of the information.
  • Monica Place will classify information or communications as unconvertible where:

o It is not technically practicable to convert; or

o The technology required to make the conversion is not readily available.

 

Review

This policy will be reviewed regularly to ensure that it is reflective of Monica Place’s current practices and legislative requirements.

The opportunity for the public to provide feedback on services provided by Monica Place can be done through mail, our webpage via email, telephone, or in person.  Notice of the availability of the feedback document will be posted in our lobby on the facilities.  They will be provided upon request and communicated in a manner that takes into account the person’s disability.

All feedback will be directed to the Executive Director.

Customers can expect to hear back in 15 working days.

Complaints will be addressed according to our organization’s regular complaint management procedures.