Subject: / Accessibility Standard for Customer ServicePolicy / Page: / 1 of 4
Issued: / December 20, 2011 / Revised: / February 25, 2013
POLICY STATEMENT/ PURPOSE
Findhelp Information Services (Findhelp) supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005. Findhelp strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
The Accessibility Standards for Customer Service, Ontario Regulation 429/07 (also referred to as the accessible customer service regulation or the “customer service standard”), came into force on January 1, 2008. It is the first accessibility standard created under the authority of the AODA and is a significant step toward the overarching goal of the barrier-free Ontario. The regulation “Accessibility Standards for Customer Service” comes into force on January 1, 2012 for not-for-profit organizations.
Whenever new or revised standards are developed under de AODA, this policy will be reviewed and updated as necessary.
SCOPE
This policy applies to all employees and volunteers. It has been prepared to outline what Findhelp staff must do to comply with the regulation and what our clients may expect from us. This policy also supports Findhelp’s vision to ensure that all people, especially those who face barriers to service, have easy access to accurate and appropriate human services information.
DEFINITIONS
Disability - covers a broad range and degree of conditions, some visible and others not. A disability may have been present from birth, caused by an accident, or developed over time. It includes physical, mental, and learning disabilities, mental disorders, hearing or vision disabilities,as well as other conditions.
Dignity - service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.
Assistive Device – a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the customer service standard
Independence - when a person with a disability is allowed to do things on their own without unnecessary help or interference from others.
Integration - 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 a disability to access goods or services.
Equal opportunity - service is provided to a person with a disability in such a way that they have an opportunity to access your goods or services equal to that given to others.
GUIDELINES
This policy directly supports three of our agency’s core values: Service to others, Diversityand Respect.Findhelp’s commitment is to treat clients with respect and fairness. We are passionate about providing service to others and through our actions demonstrate empathy, honesty and integrity. We value diversity and respect people abilities.
PROCEDURES/PROCESS
Findhelp is committed to excellence in service to all clients, including people with disabilities and we will carry out our functions and responsibilities in the following areas:
- Communication
Findhelp is committed to communicating with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities. At present, the telephonic TTY system is available for the hearing-impaired who call Toronto 2-1-1.
- Assistive Devices, Service Animals and Support Persons
Findhelp will ensure that the access, use and benefit of goods or services are not compromised forpersons with disabilities who require assistive devices, or who are accompanied by a serviceanimal or support person.
Assistive Devices: Persons with disabilities shall be permitted to obtain, use or benefit from goods or servicesthrough the use of their own assistive devices. Exceptions may occur in situations where Findhelp hasdetermined that the assistive device may pose a risk to the health and safety of a person with adisability or the health and safety of others on the premises. In these situations, if a person with adisability is hindered from accessing goods or services, Findhelp will accommodate clients by providing an alternative where possible.
It should be noted that it is the responsibility of the person with a disability to ensure that his orher assistive device is operated in a safe and controlled manner at all times.
Service Animals: Service animals, such as, but not limited to Canine Vision Dog Guides, Hearing Ear Dog Guides, Seizure Response Dog Guides, and other certified service animals shall be permitted entry to all Findhelp facilities that are open to the public. Service animals are not permitted where food preparation is being undertake or, as otherwise disallowed by law. In the rare case where a service animal is to be denied access to a facility or meeting room, other accommodations may be afforded, such as teleconference or delivery of goods or service at an alternate time or location.
Support Persons: Findhelp welcomes clients with disabilities who are accompanied by a 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 Findhelp’s premises.
Findhelp holds meetings, events and workshops sponsored by Findhelp or third parties or other agencies. For such events, support persons shall be permitted entry to all Findhelp facilities and meeting rooms that are open to the public, except when there are fees applied against participants by a third party and the support person was not pre-registered and/or no vacancy exists.
If admission to an event is permitted and fees area payable to a third party, the support person is permitted to attend the event at their own cost. Cost for services (e.g. food, lodgings, etc.) will be the responsibility of the support person.
If admission to an event is permitted and fees are payable to Findhelp, the support person is permitted to attend at no cost for admission. Cost for other services (e.g. food, lodgings, etc.) will be the responsibility of the support person.
- Training
Findhelp will provide AODA customer service training to all employees and volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of client service policies, practices and procedures.
This training will be provided as part of new employee and volunteer orientation and on an ongoing basis to ensure that staff stays current with any policy or procedural changes as it relates to the AODO Customer Service Standard.
- Feedback
Findhelp seeks to meet the needs of our clients while paying attention to the unique requirements of our clients with disabilities. Comments regarding how well those requirements area being met are welcomed.
Feedback regarding the way Findhelp provides goods and services to people with disabilities can bemade through our web site “contact us” page at in person, by telephone, through email, or by other means as required. Feedback sent through the web site will be directed to theManager, Human Resources and Administration.
Feedback in person, by telephone or through email should be directed to:
Manager, Human Resources and Administration
Findhelp Information Services
543 Richmond Street West, suite 125
Toronto, ON M5V 1Y6
Email:
Phone: 416-392-4558
TTY: 1-800-340-1001
Feedback will be used to improve client service. In addition, the author of the feedback willbe provided with a response in the format in which the feedback was received. The feedback may outline actions deemed appropriate, if any.
Board approved December 20, 2011.