Purpose
The Accessibility for Ontarians with Disabilities Act (AODA), 2005 is
Provincial legislation that sets out Standards of compliance to ensure
that services provided to Ontarians with disabilities is accessible and
provided in a manner that uses reasonable efforts consistent with the
core principles of:
Dignity – services are provided in a respectful manner consistent
with the needs of the individual.
Independence – services for persons with disabilities shall support
their independence while respecting their right to safety and personal
privacy.
Integration – allow people with disabilities to fully benefit from the
same service, in the same place and in a similar way.
Equality of Opportunity – persons with disabilities are given the
same opportunity to benefit from the services provided as other
clients.
Scope
Accessible Customer Service will be provided by all employees who
communicate with the public, all administrative management staff and
Council of the Municipality who develop policies and procedures, all
volunteers, and any third parties the Corporation of the Township of
Laird may contract with.
Our intent is to ensure all persons with disabilities receive customer
service in a manner that takes into consideration their disability and
offers excellence in customer service.
Definitions and Accompanying Policy
Person with a Disability:
The definition of disability under the AODA is the same as the
definition of disability in the Ontario Human Rights Code.
Accessibility for Ontarians with Disabilities Act (AODA) Section 2 states
that
“Disability” means;
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, muteness or
speech impediment, or physical reliance on a guide dog or other
animal or on a wheelchair or other remedial appliance or device;
a condition of mental impairment or a developmental disability;
a learning disability, or a dysfunction in one or more of the
processes involved in understanding or using symbols or spoken
language;
a mental disorder; or
an injury or disability for which benefits were claimed or received
under the insurance plan established under the Workplace Safety
and Insurance Act, 1997.
Communicating with Persons with Disabilities
Communication is a process of providing, sending, receiving and
understanding information. This section of the regulation is a specific
requirement to communicate with an individual with a disability in a
way that takes the person’s disability into account. This means that
you must consider how the disability affects the way that the person
expresses, receives or processes communications. The goal is to
communicate in an effective way.
Policy
When communicating with a person with a disability, The Corporation
of the Township of Laird will do so in a manner that takes into account
the person’s disability.
The Corporation of the Township of Laird is committed to providing
fully accessible telephone service to its customers. Staff will be trained
to communicate with customers over the telephone in clear and plain
language, to speak slowly, and to tailor their responses as much as
possible in support of the individual.
Access for persons who are deaf is available through the Bell Relay
Service. This service can be accessed by telephone at 1-800-855-0511 and by teletypewriter (TTY) at 771. All staff will be trained on
how to use Bell Relay Service.
The Corporation of the Township of Laird will offer to communicate
with customers by other means such as e-mail, if telephone
communication is not suitable to meet their communication needs or is
not available.
Support Person
A support person is a person who accompanies a person with a
disability to assist him or her. A support person can be a professional,
a family member, a friend, or other person who assists a person with a
disability with communication, mobility, personal care, or medical
needs or with access to goods or services.
Policy
A support person is a trusted individual chosen by a person with a
disability who assists with communication, mobility, personal care or
medical needs or with access to goods and services. The Corporation
of the Township of Laird is committed to welcoming people with
disabilities who are accompanied by a support person.
In the event that a person with a disability participates in a situation or
event that requires a fee, the support person may not be charged any
admission fees, please contact the event organizer for further details.
The customer shall determine whether a support person is necessary;
however, in the exceptional circumstance where an employee believes
that a support person should be in attendance to protect the health
and safety of the customer or others the following criteria shall be
used in consulting with the customer:
When there is a significant risk to the health and safety of the
person with a disability or others (the mere possibility of risk is
insufficient).
When the risk is greater than the risk associated with other
customers.
When the risk cannot be eliminated or reduced by other means.
When the assessment of the risk is based on consideration of the
duration of the risk, the nature and severity of the potential
harm, the likelihood that the potential harm will occur, and the
imminence of the potential harm.
When the assessment of the risk is based on the individual’s
actual characteristics, not merely on generalizations,
misperceptions, ignorance or fears about a disability.
Please note that The Corporation of the Township of Laird would only
request a support person on an exceptionally rare occasion.
Service Animal
Service animals are used by people with many different kinds of
disabilities. Examples of service animals include dogs used by people
who are blind; hearing alert animals for people who are Deaf,
deafened, or hard of hearing; and animals trained to alert an individual
to an oncoming seizure and lead them to safety.
A service animal is defined in the Act as:
“Any animal where it is readily apparent that the animal is used by
the person for reasons relating to his or her disability and if the
person provides a letter from a physician or nurse or other
government issued certification confirming that the person
requires the animal for reasons relating to the disability.”
Policy
Persons with a disability, accompanied by a service animal are
welcome at The Corporation of the Township of Laird.
If it is not readily apparent that the animal is a service animal, i.e. a
guide dog with visible harness, The Corporation of the Township of
Laird will use extreme discretion in asking the person with a disability
to confirm the animal is a service animal by:
Asking if the animal is a service animal.
If concern or inappropriate animal behaviour ask for confirmation
letter from a physician or nurse of service animal or identification
card signed by the Attorney General of Canada or a certificate of
training from a recognized guide dog or service animal training
school.
Assistive Devices
Personal assistive devices are usually devices that people bring with
them, such as, walkers, personal oxygen tanks, magnification devices,
wheelchairs, canes or other mobility devices that assist the person
with daily living.
Policy
Persons with disabilities shall be permitted to obtain, use, or benefit
from goods or services through the use of their own assistive devices.
Staff will be trained and become familiar with various assistive devices
that may be used by customers with disabilities while accessing our
services.
The Corporation of the Township of Laird will also ensure that staff
knows how to use the assistive devices which are available on its
premises.
Exceptions may occur in situations where The Corporation of the
Township of Laird has determined that the assistive device may pose a
risk to the health and safety of a person with a disability or the health
and safety of others on the premises.
In these situations and others The Corporation of the Township of
Laird may offer a person with a disability other reasonable measures to
assist them in obtaining, using, and benefiting from the services of The
Corporation of the Township of Laird where other measures are
available.
It should be noted that it is the responsibility of the person with a
disability to ensure that their assistive device is operated in a safe and
controlled manner at all times.
Notice of Service Disruption
The Standard requires that notice to the public be provided when there
is a temporary disruption (planned or unexpected) of facilities or
services that are usually used by people with disabilities to access
goods or services. This notice must include the reason for the
disruption, its duration and a description of alternative facilities or
services, if available and posted in an obvious place
Policy
The Corporation of the Township of Laird is aware that the operation of
its services and facilities is important to the public. However,
temporary disruptions in its services and facilities may occur due to
reasons that may or may not be within The Corporation of the
Township of Laird’s control or knowledge. Examples of this could be
“snow days”, disruptions in power/heat beyond its control.
The Corporation of the Township of Laird will make reasonable efforts
to provide notice of the disruption to the public, including:
The name of the event/service
The normal service location being impacted
Alternate service locations or service methods
Hours of service availability
Contact information
Any other information deemed appropriate to deliver our service.
The Corporation of the Township of Laird will make reasonable efforts
to provide prior notice of planned disruption if possible, recognizing
that in some circumstances, such as in the situation of unplanned
temporary disruption (snow storms), advance notice will not be
possible. In such cases, The Corporation of the Township of Laird will
provide notice as soon as possible.
In the event of a temporary service disruption that would limit a
person with a disability from gaining access to our office, goods, or
service, The Corporation of the Township of Laird will post a notice or
otherwise make the disruption known to customers in the following
methods and places:
Notice on entrance doors
Notice on voice mail
Feedback
The customer service standard requires that a process be in place for
receiving and responding to feedback about how you provide goods or
services to people with disabilities.
Policy
The Corporation of the Township of Laird is committed to providing
high quality services to all members of the public it serves. The
Corporation of the Township of Laird regard’s feedback as tool, as it
helps us to identify areas that require change and encourage
continuous service improvements. Feedback from a member of the
public about the delivery of services to persons with disabilities may be
given by telephone, in person, in writing, in electronic format or
through other methods.
Information about the feedback process is readily available to the
public and notice of the process will be posted in The Corporation of
the Township of Laird’s office.
All feedback will be kept in strict confidence and used to improve
customer service. In addition, the author of the feedback will be
provided a prompt acknowledgement, within 2 business days, in the
format in which the feedback was received.
Feedback will be reviewed by council to assess and monitor our
progress. Should feedback include individual staff members,
management will meet with staff member to discuss/remedy
immediately.
Feedback mechanisms:
Print format ‘Accessible Customer Service Questionnaire’ at front
desk will be available in large print upon request.
“Dear Vivian” link on The Corporation of the Township of
Laird website.
Training
The Accessible Customer Service Standards requires providers to train
staff on how to provide customer service to people with disabilities.
Training should help to dispel myths, misconceptions, stereotypes and
fears about people with disabilities.
Training must include:
A review of the purposes of the Accessibility for Ontarians with
Disabilities Act, 2005 and the requirements of the Customer
Service Standard.
How to interact and communicate with people with various types
of disabilities.
How to interact with people with disabilities who use an assistive
device, service animal or a support person.
How to use the equipment or assistive devices available on its
premises or that you otherwise provide that may help with the
provision of goods or services to people with disabilities.
What to do if a person with a particular type of disability is
having difficulty accessing your goods or services.
Under the Act training must be provided to:
Every person who deals with the public or other third parties on
your behalf receives training, whether the person is an
employee, agent, volunteer or otherwise.
Every person who participates in developing your policies,
practices and procedures governing the provision of goods or
services to members of the public or other third parties is
trained.
New staff who deal with members of the public or other third
parties or who participate in developing your policies, practices
and procedures on the provision of goods or services to the
public or other third parties in accordance with the training
requirements set out in the standard. Provide the training as
soon as is practicable after they are assigned applicable duties.
Ongoing training in connection with any changes to your policies,
practices and procedures governing the provision of goods or
services to people with disabilities.
Policy
The Corporation of the Township of Laird will ensure that all staff that
interact with our customers or create policy/procedures are trained as
required by the Accessibility Standards for Customer Service. Ongoing
training to ensure excellence in the way we serve our customers with
disabilities will be conducted as needed. The content of the training will
include:
Overall review to ensure and build on awareness of the purposes
of the AODA.
The specific requirements of the Accessibility Standards for
Customer Service (Ontario Regulation 429/07).
Instruction on The Corporation of the Township of Laird’s
Accessible Customer Service policies, procedures and practices
pertaining to the provision of goods and services to persons with
disabilities; and how to interact and communicate with persons
with disabilities.
What to do if a person with a particular type of disability is
having difficulty accessing our services.
How to interact with persons with disabilities who use assistive
devices or who require the assistance of a support person or
service animal.
Information about the equipment or devices available on the
premises of The Corporation of the Township of Laird that may
help with the provision of services to persons with disabilities.
Timeline for Training
Training will be provided as a priority for new hires and included in
new employee orientation package. New employees will be required to
complete the Accessible Customer Service online training module
“Serve-Ability” as part of new employee or volunteer orientation.
Ongoing training will be provided to all staff to ensure ongoing
learning, development and employee engagement in providing
exception service to its clientele.
Training will also be provided with any change to The Corporation of
the Township of Laird’s policies, procedures and practices governing
the provision of services to persons with disabilities.
Training Records
The Corporation of the Township of Laird will keep records of all
Accessible Customer Service training, to include dates and content of
training provided to each employee.
Provision of Accessible Customer Service to persons with disabilities
will be reviewed with each staff member at all performance
evaluations.
Notice of the Availability of Documents and
Format of Documents
The Accessibility Standards for Customer Service requires all public
organizations, or “any” organization or business with over 20
employees, to ensure customers are notified that the documents
required under the Standard are “available upon request by posting
the notice at a conspicuous place on the premises you own or operate,
by posting it on your website or by another method that is reasonable
in the circumstances”.
The Standard also requires a copy be made available to anyone who
asks in a format that considers their disability.
Policy
The Corporation of the Township of Laird will notify customers by
posting notice of availability of documents in conspicuous place on our
premises.
Policy and procedures in providing documentation are:
When providing a document to a person with a disability The
Corporation of the Township of Laird will provide the document,
or the information contained in the document, in a format that
takes the person’s disability into account. Staff is instructed to
ask our customers if they require information/documentation in
an alternative format.
All forms, documents, and materials will include “Alternative
formats available upon request”.
The Corporation of the Township of Laird uses governmental
documents and may request alternative formats of documents when
ordering materials from a Provincial or Federal program.
Print copies of any of our documents are available for a fee of
$0.25/per sheet.
Modifications to this and future policies
The Corporation of the Township of Laird is committed to developing
customer service policies that respect and promote the dignity and
independence of people with disabilities.
Therefore, any changes made to this policy will consider the needs of
people with disabilities.
Any policy of The Corporation of the Township of Laird that does not
respect and promote the dignity and independence of people with
disabilities will be modified or removed.
Appendix A: Sample Document
Notice of Planned Service Disruption
There will be a scheduled service disruption at the Township of Laird
Municipal Office at 3 Pumpkin Point Road. Electrical work is being
done and our office will be closed on
Or
Our website is being updated and will be unavailable on
Or
Our ______________ is not available/closed/temporarily unavailable.
DATE OF CLOSURE
Our office will reopen on Monday, November 23, 2009.
We apologize for any inconvenience this disruption has caused.
Should you require additional information please call our office at
(705) 248-2395, fax us at 705-248-1138, or E-mail us at
lairdtwp@soonet.ca.
Appendix B: Sample Document
Notice of Unplanned Service Disruption ~ The
Corporation of the Township of Laird
Due to unforeseen circumstances of today’s snow storm, our municipal
office, at 3 Pumpkin Point Road, is closed.
For the safety of our customers and our staff we are not available in
our office.
We apologize for any inconvenience this disruption has caused.
Should you require additional information please call our office at
(705) 248-2395, fax us at 705-248-1138, or E-mail us at
lairdtwp@soonet.ca.
Appendix C: Providing Goods and Services to
People with Disabilities Feedback Form
Accessible Customer Service Feedback Form
Thank you for visiting The Corporation of the Township of Laird. We
value all of our customers and strive to meet everyone’s needs. Your
feedback is important to us.
To help us better serve you by providing fully Accessible Customer
Service, please complete this feedback form or ask us for the form in
an alternative format.
Did we respond to your customer service needs today? YES NO
Was our customer service provided to you in an accessible manner?
YES SOMEWHAT NO (please explain
below)
Did you have any problems accessing our goods and services?
YES (please explain below) SOMEWHAT (please explain below)
NO
Please add any other comments you may have:
Contact information (optional):
Thank you.
3 Pumpkin Point Rd., R.R.#4, Echo Bay, ON P0S 1C0 ♦? Tel. (705)
248-2395
www.lairdtownship.ca
