This Integrated Accessibility Policy was created in accordance with Accessibility Standards for Customer Service and the Integrated Accessibility Standards regulatory requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) for the operations of Private Service Realty Ltd (“PSR”) .
PSR is committed to providing our services and employment practices in a way that respects the dignity and independence of persons with disabilities. This commitment will be integrated wherever possible to ensure that persons with disabilities will benefit from the same services and employment opportunities, in the same place and in a similar way as other clients, employees and members of the public.
PSR is committed to ensuring that our clients, employees and members of the public receive equitable access and treatment, without unfair discrimination, and receive accommodation where required, in accordance with the provisions of the Human Rights Code and AODA and its Regulations. It is our commitment that, PSR will meet the accessibility needs of persons with disabilities in a timely manner.
This policy applies to all individuals entitled to the protections set out in AODA and its Regulations, including customers, the public and employees of PSR. As legislation changes and develops, PSR will review and amend its policies, practices and procedures, as necessary.
For complete definition of disability, and other definitions, see section “Definitions” on page 10 of this policy.
Starting on page one (1) is an overview of the AODA and information on how to best interact with persons with disabilities. Commencing on page five (5) is an excerpt from PSR’s Employee Policy Manual. The excerpt includes PSR’s various procedures in regards to the AODA.
If at any point further information is required on the AODA please contact;
Human Resources
Telephone: 416-781-5699 Ext 108 E-mail: [email protected]
The Accessibility for Ontarians with Disabilities Act (AODA) became law in 2005. Its goal is to create an accessible Ontario by 2025 by removing barriers in a number of areas. Under the AODA, mandatory accessibility standards are being developed for all organizations and businesses that provide goods or services to the public or to third parties. Accessibility Standards are the rules that all businesses and organizations, including Non-profit organizations, agencies and other charities in Ontario will have to follow in order to identify, remove and prevent barriers to accessibility.
In 2011 the next major piece of legislation to come from the AODA was the Integrated Accessibility Standards, Ontario Regulation 191/11(ASR) in 2011.
These Standards Include:
• Transportation
• Information and Communications
• Employment
• Design of Public Spaces
1. PROVIDING GOODS OR SERVICES TO PERSONS WITH DISABILITIES
One of the standard regulations of The AODA is the Customer Service Standard Regulation. PSR has developed a Customer Service Plan that establishes accessibility standards for customer service for the operations of Private Service Realty Ltd Frees is committed to excellence in providing goods and services to members of the public as well as PSR’s customers and their representatives, including persons with disabilities.
2. CUSTOMER SERVICE TO PERSONS WITH DISABILITIES
PSR is committed to providing its goods and services to members of the public as well as PSR’s customers and their representatives by removing barriers to accessibility whenever possible, subject to any applicable health and safety requirements. PSR. will provide goods or services to members of the public as well as PSR’s customers in a manner that respects the dignity and independence of persons with disabilities. Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services provided by PSR.
3. HOW TO INTERACT AND COMMUNICATE WITH PERSONS WITH VARIOUS TYPES OF DISABILITIES
There are many types and degrees of disability. Openly communicating and responding to our customers’ needs is the key to excellent customer service for all. If you are not sure about the best approach, just politely ask a person with a disability how you can best communicate with them. Here are a few tips for interacting with people who have various disabilities:
3.1 PEOPLE WITH PHYSICAL DISABILITIES
3.2 PEOPLE WITH VISION LOSS
3.3 PEOPLE WHO HAVE HEARING LOSS
3.4 PEOPLE WITH SPEECH OR LANGUAGE IMPAIRMENTS
• Be patient – people with some learning disabilities may take a little longer to process information, to understand and to respond.
• Try to provide information in a way that takes into account the customer’s ability. For example, some people with learning disabilities find written words difficult to understand.
4. HOW TO INTERACT WITH PEOPLE WHO USE ASSISTIVE DEVICES OR REQUIRE THE ASSISTANCE OF A GUIDE DOG OR OTHER SERVICE ANIMAL
An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities. Personal assistive devices can include things like wheelchairs, hearing aids, white canes or speech amplification devices. You should not touch or handle any assistive device without permission and if you do receive permission you should not move assistive devices or equipment out of your customer’s reach.
Under the standard, service animals must be allowed on the parts of our premises that are open to the public. Remember that a service animal is not a pet. It is a working animal. Avoid touching or addressing them.
(Please note that at this time PSR does not have equipment or devices available that may help with the provision of goods or services to a person with a disability.)
5. HOW TO ASSIST PEOPLE WITH DISABILITIES WHO NEED HELP ACCESSING OUR GOODS OR SERVICES
If you notice that a customer is having difficulty accessing our goods or services, a good starting point is to simply ask “How can I help you?” or “How can I best help you?” Our customers are the best source of information about their needs. A solution can be simple and they will likely appreciate your attention and consideration.
Part 1: Customer Service Philosophy
PROVIDING GOODS OR SERVICES TO PERSONS WITH DISABILITIES
This Customer Service Plan establishes Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005 for the operations of PSR. PSR is committed to excellence in providing goods and services to members of the public as well as PSR’s customers and their representatives, including persons with disabilities.
CUSTOMER SERVICE TO PERSONS WITH DISABILITIES
PSR is committed to providing its goods or services to members of the public as well as PSR’s customers and their representatives by removing barriers to accessibility whenever possible, subject to any applicable health and safety requirements. PSR will provide goods or services to members of the public as well as PSR’s customers in a manner that respects the dignity and independence of persons with disabilities. Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services provided by PSR.
COMMUNICATION
When communicating with a person with a disability, PSR shall do so in a manner that takes into accountthe person’s disability.
TRAINING FOR STAFF
PSR will provide training to those members of its staff who interact with members of the public or customers on PSR’s behalf. Training will also be provided to any person who participates in developing PSR’s policies, practices, and procedures governing the provision of goods or services to members of the public or PSR’s customers. PSR’s training guide will include:
4. How to use equipment or devices available on PSR’s premises or otherwise provided by PSR that may help with the provision of goods or services to a person with a disability.
5. What to do if a person with a particular type of disability is having difficulty accessing PSR’s goods or services.
This training will be provided to each person as soon as practicable after that person is assigned the applicable duties. This training will be provided on an ongoing basis in connection with changes to the policies, practices, and procedures governing PSR’s provision of goods and services to persons with disabilities. PSR shall keep records of the training provided including the dates on which the training is provided and the number of individuals to whom it is provided.
SERVICE ANIMAL
If a person with a disability is accompanied by a guide dog or other service animal, PSR shall ensure that the person is permitted to enter premises owned or operated by PSR to which the customer or the public would have access, with the animal; and to keep the animal with them, unless the animal is otherwise excluded by law from those premises. If a service animal is excluded by law from premises owned or operated by PSR, then PSR. shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from PSR’s services.
SUPPORT PERSONS
If a person with a disability is accompanied by a support person, PSR shall ensure that both persons are permitted to enter premises owned or operated by PSR, to which the customer or the public would have access, together; and that the person with a disability is not prevented from having access to the support person while on those premises. PSR may require a person with a disability to be accompanied by a support person when on premises owned or operated by PSR, to which the customer or the public would have access, but only if a support person is necessary to protect the health and safety of the person with a disability or the health and safety of others on those premises.
NOTICE OF TEMPORARY DISRUPTION
If in order to obtain, use or benefit from the goods or services provided by PSR, persons with disabilities usually use particular facilities or services of PSR at premises owned or operated by PSR and, if there is a temporary disruption in those facilities or services in whole or in part, PSR shall give notice of the disruption to its customers and their representatives as well as to the public.
Notice may be given by posting the information at a conspicuous place on the premises owned or operated by PSR where the disruption occurs, by posting it on PSR’s website, or by any other method that is reasonable in the circumstances.
ACCESSIBLE FORMATS & COMMUNICATION SUPPORTS FOR EMPLOYEES
PSR will consult with employees who have requested information, in order to provide them with the accessible format and communication supports they require to do their job effectively and to be informed of information that is generally available to all employees in the workplace.
WORKPLACE EMERGENCY RESPONSE INFORMATION
PSR will provide individual workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and PSR is aware of the need for accommodation due to the employee’s disability.
If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, PSR will provide, as soon as practicable, the workplace emergency response information to the person designated by the employer to provide assistance to the employee.
PSR will review the individualized workplace emergency response information:
DOCUMENTED INDIVIDUAL ACCOMODATION PLANS
PSR will work with employees requiring accommodation to develop an individual accommodation plan which takes into account their individual accessibility needs. PSR will take all necessary steps to protect the privacy of the employee’s personal information.
Individual accommodation plans will be reviewed during the annual Performance Review Process to ensure it remains relevant and on occasion when the employee has a change in position or takes on additional responsibilities.
RETURN TO WORK PROCESS
PSR will develop and have in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work and will document the process.
The return to work process will outline the steps we endeavour to take to facilitate the safe return to work of individuals who were absent as a result of their disability and include their individual accommodation plan.
DEFINITIONS
For the purpose of this Policy, the following terms have the meanings indicated: AODA defines “Disability” as:
established under the Workplace Safety and Insurance Act, 1997.
“Service animal” means, for a person with a disability, an animal if:
“Support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
“Integrated Accessibility Standard Regulation” establishes accessibility standards and requirements for Information and Communications, Employment, Transportation and Design of Public Spaces and the compliance framework for public, private and not-for-profit organizations.
“Information” refers to knowledge, data and facts that convey meaning and that exist in any format such as text, audio, digital or images.
“Communications” refers to the interaction between two or more people or entities when information is provided, sent or received.
“Performance Review” refers to activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
“Career Development and Advancement” includes providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or combination of them.