Accessibility for Ontarians with Disabilities
The Accessibility for Ontarians with Disabilities Act, 2005 (the AODA) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.
Under the AODA, Ontario Regulation 191/11 entitled “Integrated Accessibility Standard” establishes accessibility standards specific to customer service and the provision of goods and services to the public.
Home and Community Care Support Services is required to meet the requirements of accessibility standards established by the AODA. This policy applies to all Home and Community Care Support Services staff, volunteers and similar parties who deal with the public.
Home and Community Care Support Services strives to provide goods and services in a way that respects the dignity and independence of people with disabilities and will use reasonable efforts to ensure its policies, practices and procedures are consistent with the spirit and requirements of the Integrated Accessibility Standard (Ontario Regulation 191/11).
Communication with persons with disabilities
When communicating with a person with a disability, Home and Community Care Support Services will do so in a manner that takes into account the person’s disability.
A person with a disability may provide their own assistive device for the purposes of obtaining, using and benefiting from Home and Community Care Support Services’ goods and services that are made available to the public.
Home and Community Care Support Services is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law from the Home and Community Care Support Services premises, we will ensure that alternate means are available to enable the person with a disability to access Home and Community Care Support Services good and services.
Home and Community Care Support Services is committed to welcoming people 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 our premises. In the event that a fee is charged in relation to a support person’s presence on the premises or to attend an event, advanced notice of the fee will be provided.
Notice of temporary disruption
Home and Community Care Support Services will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where they have control over such facilities or services. This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Home and Community Care Support Services will provide notice by posting information in visible places on our premises or on the Home and Community Care Support Services website, or by any other method that may be reasonable under the circumstances.
Training for staff
Home and Community Care Support Services provides training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:
- The purposes of the AODA and the requirements of the Accessibility Standards for Customer Service
- Information regarding Home and Community Care Support Services policies, practices and procedures relating to the customer service standards
- How to interact and communicate with people with various types of disabilities
- What to do if a person with a particular type of disability is having difficulty accessing your goods or services
- How to interact with people with disabilities who use an assistive device, service animal or support person
- How to use the equipment or assistive devices that may be available at Home and Community Care Support Services
The amount and format of training will be tailored to suit each person’s interactions with the public or their involvement in the development of policies, procedures and practices pertaining to the provision of goods and services. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Feedback process and requests for alternate accessible formats
Home and Community Care Support Services endeavours to provide all communications materials in a format that considers a person’s disability.
Feedback on our materials is welcomed and also encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods. To provide feedback or request a document in an alternate format, please contact HCCSSAccessibility@hccontario.ca.
Documents required by the Accessibility Standards for Customer Service are available upon request. When providing a document to a person with a disability, Home and Community Care Support Services will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.
For information about Home and Community Care Support Services regional accessibility policies and plans, please find your region using the tool below.
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