Accessibility Standards for Customer Service Policy

Accessibility Standards for Customer Service Policy

(Schedule “A” to By-law 2016-076)

• Department: Human Resources

• Effective Date: January 1, 2010

• Revision Date: June 20, 2016

• Prepared by: Jean Leduc, Chief Information Officer

• Reviewed by: Jean Leduc, Chief Information Officer

Subject

Accessibility Standards for customer service made under the Accessibility for Ontarians with Disabilities Act, 2005.

Summary

The Accessibility standards for customer service came into force on January 1, 2008. It is the first accessibility standard created under the authority of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). All designated public sector organizations must meet all of the requirements of the standard by January 1, 2010.

Scope

• a. Applies to all departments, or sections within the Corporation of the Township of Russell;
• b. Applies to all employees,
• c. Applies to all volunteers and contractors who interact with the public on behalf of the Corporation of the Township of Russell.

Purpose

Provide goods and services to persons with disabilities and adapt the services in order to comply with the customer service standard, Ontario Regulation 429/07.

Principles

• a. The Township of Russell is committed to being responsible to the needs of all its residents and visitors. To do this, we must recognize the diverse needs of all of our residents and visitors by striving to provide services and facilities that are accessible to all.
• b. The Township of Russell will promote accessibility through the development of policies, procedures and practices and by ensuring they consider people with disabilities. To do this we will make reasonable efforts to ensure the policies, procedures and practices address integration, independence, dignity and equal opportunity.
• c. The Township of Russell will communicate with a person with a disability in a manner that takes into account the person’s disability.
• d. The Township of Russell shall ensure to provide training to staff, volunteers, contractors and every person who participates in developing the policies, practices and procedures governing the provision of goods or services on accessible customer service and on how to interact with people with different disabilities.
• e. The Township of Russell shall use reasonable efforts to provide persons with disabilities an opportunity equal to that given to others to obtain, use and benefit from the goods and services.
• f. The Township of Russell ensure that a person with a disability be accompanied by a guide dog or other service animal in the Township of Russell premises or premises open to public unless the animal is otherwise excluded by law from the premises. If excluded by law, to take other measures to provide services to the person with a disability.
• g. The Township of Russell shall ensure that a person with a disability be accompanied by a support person to enter the premises together.
• h. The Township of Russell shall ensure that support persons are allowed entry to those premises, give notice in advance of the fee payable, if any, for the support persons.

Reasonable efforts will be made to ensure the following:

• a. That goods and services be provided in a manner that respects the dignity and independence of persons with disabilities.
• b. The provision of goods and services will be integrated unless an alternate measure is necessary, whether temporarily or permanently, to enable a person with a disability to obtain, use or benefit from the goods and services.
• c. Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

Definitions

a. Person with Disabilities :

For the purpose of this policy « disability » is defined according to the Accessibility for Ontarian with Disabilities Act, 2005 as:

• i. Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes, mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• ii. A condition of mental impairment or developmental disability;
• iii. Learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• iv. A mental disorder, or;
• v. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

b. Service Animals

Service Animals For the purpose of this policy, a « service animal » is defined as either:

• i. A “guide dog” as defined in Section 1 of the Blind Persons Rights’ Act ; or
• ii. A “service animal”’ for a person with a disability. For the purpose of this policy, an animal is a service animal for a person with a disability,
• iii. If it is readily apparent that the animal is used by the person for the reasons relating to his or her disability; or
• to his or her disability; or
• iv. If the person provides documentation from a regulated health professional. The documentation must confirm that the person needs a service animal for reasons relating to the disability.

c. Support Person

For the purpose of this policy, a support person is defined as another person who accompanies a person with a disability in order to help him or her with communication, mobility, personal care or medical needs or with access to goods or services.

In certain cases, the Township might require the person with a disability to be accompanied by a support person for health or safety reasons. The Township shall:

• i. Consult with the person with the disability to understand their needs;
• ii. Consider the health and reason based on available evidence;
• iii. Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

In such situation, the Township shall waive the admission fee or fare for the support person if one exists.

Procedures and practices

• a. Department procedures and practices will strive to reflect or achieve the following:
  • i. Communications will be conducted in a manner that takes into consideration a person’s disability.
  • ii. Staff, volunteers and contractors who interact with the public or who are involved in the development of policies, practices and procedures regarding the provision of goods or services for the Township will receive appropriate training.
  • iii. Persons with disabilities accompanied by a guide dog or service animal will be permitted in those areas of the premises owned or operated by the Township of Russell that are typically open to the public unless the animal is otherwise excluded by law.
  • iv. Persons with disabilities accompanied by a support person will be permitted to be accompanied by that support person in premises normally open to the public.
  • premises normally open to the public. v. If an amount is payable by a person for admission to the premises or in connection with a person’s presence at the premises, the Township of Russell will ensure that notice is given in advance about the amount, if any, payable in respect to the support person.
  • vi. Notice will be provided when facilities or services that people with disabilities rely on to access the Township of Russell services are temporarily disrupted.
  • vii. The Township of Russell will establish a feedback process to allow people to provide feedback on whether the Township is providing accessible goods and services. The Township will ensure the feedback process is accessible by providing and arranging for accessible formats and communication supports on request.
  • viii. The Township will ensure to have the policy publicly available and post the policy on the Township’s website.
  • ix. The Township of Russell acknowledges that the persons with disabilities may elect to use their own personal assistive devices to obtain, use or benefit from the services offered by the Township of Russell.

• i. The member of the public can advise the Township of Russell of their complaint or concern through any of the following means :

  • (a) Make a submission through the on-line feedback form available on the Township of Russell website www.russell.ca;

  • (b) Contact the Accessibility Coordinator by mail or phone:

    • Accessibility Coordinator
      Township of Russell
      717 Notre Dame Street
      Embrun, Ontario K0A 1W0

    • 613-443-3066;

  • (c) Contact by telephone the Department Head or designate responsible for delivering the goods or services for which there is a complaint or comment;

  • (d) Attend the office and meet the Department Head or designate responsible for delivering the goods and services for which there is a complaint or comment;

• ii. A response will be provided to anyone providing a complaint or comment regarding the provision of accessible goods and services, in the same manner as the complaint or comment was received, within 30 days.

• iii. If deemed appropriate, a complaint or comment regarding the provision of accessible goods and services may be directed to the Township of Russell Advisory Committee for recommendations on how to address the complaint or comment.

• iv. If agreement on the resolution or a complaint cannot be reached between the appropriate Department Head or designate and the complainant, the matter will be directed to the Chief Administrative Officer for disposition.

• v. If the Chief Administrative Officer is unable to provide a satisfactory resolution to the complaint, the complainant has the option of presenting the complaint to Township of Russell Council for final disposition.

Service Disruption

• a. If, in order to obtain, use or benefit from the Township’s goods or services, persons with disabilities usually use particular facilities or services (for example, elevators) and if there is a planned temporary disruption in those facilities or services in whole or in part, the Township of Russell shall give notice of the disruption to the public.

Feedback Process

• a. Should a member of the public wish to make a complaint regarding the accessible provision of goods or services they have received:
• b. Notice of the disruption must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or service, in any, that are available.
• c. Notice will be given by posting the information about the service disruption at a conspicuous place on premises owned and operated by the Township of Russell, as well as by posting the information of the Township’s website (www.russell.ca) and providing audio messages by the automated telephone attendant for the facility where the service disruption is going to take place. If deemed appropriate and time permits, planned disruptions of services may also be published in local newspapers and broadcast on local radio stations.
• d. If a temporary service disruption of the website is planned, advance notice to the extent possible, keeping with the conditions of the service disruption, notice will be given as soon as feasibly possible in the manner described in hid policy.
• e. In the event of an unplanned service disruption, notice will be given as soon as feasibly possible in the manner described in Section c.

Format of Documents

• a. Should the Township of Russell be requested to provide a copy of a document to a person with a disability, the Township of Russell shall give the person the document, or the information contained in the document, in a format that takes into account the person’s disability.
• b. Material printed in-house and publications produced on behalf of the Township of Russell should contain a note indicating “alternate formats are available upon request” and include relevant contact information.
• c. The Township of Russell will consult the person requesting the document to determine what an accessible alternate format of the document or information would be, in accordance with the provisions of this policy.
• d. The time frame attached to the conversion process varies depending on the media chosen, the size, complexity, quality or source documents and number of documents to be converted. Documents shall be returned in a timely manner depending on the factors previously noted.
• e. Conversion shall be processed in-house wherever possible. When a member of the public requests a Township of Russell document, or portion thereof, in an alternate format, the department of origin shall be responsible for the cost of the conversion, materials and distribution, not the public requester.
• f. In-house printing, where possible, should adhere to the CNIB’s Clear Print Standards or any subsequent accessible information and communication policies.

Training

The customer service standard requires providers to train staff on providing customer service to people with disabilities. This training must be given to everyone in your organization who deals with members of the public as well as other third parties who act on your behalf. Training must also be given to everyone who develops policies, procedures and practices for you about the provision of goods or services to the public or other third parties.

Training is provided (as soon as practicable) after someone is hired.

• a. The Township of Russell shall ensure that the following persons are trained on the policies, practices and procedures establishing the accessible provision of its goods and services to persons with disabilities:
  • i. Every person who deals with members of the public or other third parties on behalf of the Township, whether the person does so as an employee, agent, volunteer or otherwise.
  • ii. Every person who participates in developing the Township’s policies, practices and procedures governing the provision of goods or services to members of the public other third parties.
• b. This training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act and the requirements of this policy and instruction about the following matters:
  • i. How to interact and communicate with persons with various types of disabilities, as outlined in this policy and associated practices and procedures.
  • ii. How to interact with persons with disabilities who use an assistive device or require the assistance of a guide or other service animal or the assistance of a support person, as outlined in this policy and associated practices and procedures.
  • iii. How to use equipment or devices available on premises owned or leased by the Township of Russell otherwise provided by the Township of Russell that may help with the provision of goods or services to a person with a disability.
  • iv. What to do if a person with a disability is having difficulty accessing goods or services provided by the Township of Russell.

Assistive Devices

• a. The Township of Russell acknowledges that persons with disabilities may elect to use their own personal assistive devices to obtain, use or benefit from the goods and services offered by the Township of Russell.
• b. Should a person with a disability be unable to access the Township’s goods and services through the use of their own personal assistive device, the Township of Russell will ensure the following measures :
  • i. Determine if the provision of the good or service is inaccessible, based upon the individual’s requirements.
  • ii. Assess potential accessible service delivery options to meet the needs of the individual.
  • iii. Notify the person with a disability of an alternative method of providing the goods or service and how they can access the alternative, temporarily or on a permanent basis.