Providing Goods and Services to Persons with Disabilities Policy
Women’s Resources supports the full inclusion of persons with disabilities as set out in the Ontario Human Rights Code, the Ontarians with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005. This policy applies to all WR staff, volunteers and students. It is the responsibility of the Executive Director to ensure that all Coordinators follow this policy and it is the responsibility of Coordinators to ensure that all staff, volunteers and students follow this policy. Further, it is the individual responsibility of all staff, volunteers and students to ensure they understand and follow the policy and procedures in regard to the inclusion of persons with disabilities.
Women’s Resources 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 women and children 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 service users. We are committed to developing policies and procedures that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to any WR policy before considering the impact on people with disabilities. Any policy of Women’s Resources that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Women’s Resources will ensure that all staff are trained in this policy and in providing services to customers/service users with disabilities. Training will include purpose of OADA and the requirements of the Customer Service standard, how to interact and communicate with people with various disabilities, how to interact with people who require assistive devices or who require the assistance of a service animal or support person; how to use available accessibility equipment and what to do if a person with a disability is having difficulty accessing services.
For the purpose of this policy:
“Disability”, as per the Ontario Human Rights code 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 coordination, 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 of 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 un the insurance plan established under the Workplace Safety and Insurance Act.
“Persons with disabilities” are individuals who have a disability as defined under the Ontario Human Rights Code (as above).
See also WR Customer Service Plan.
Customer Service Plan for Persons with Disabilities
(for the purpose of this Plan, “customer” includes members of the public, service users, employees, volunteers and students)
Women’s Resources 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 women and children with disabilities the same opportunity to access services and allow them to benefit from the same services, in the same place and in a similar way as other service users.
Women’s Resources is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Training and Education
WR will provide training to all employees, volunteers, Board members and students.
All staff will be trained on the policy, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to policy, practices or procedures.
This training will be provided within one month of the date of hire or involvement of the agency.
Training for WR employees will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- WR’s policies, practices and procedures relating to the customer services 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 or require the assistance of a service animal or a support person
– How to use equipment including but not limited to the TTY, automatic door openers, transfer lifts, emergency alert signals which are available - What to do if a person with a disability is having difficulty in accessing WR services
Communication
We will communicate with people with disabilities in ways that take into account their disability.We will train staff who communicate with our customers on how to interact and communicate with various types of disabilities
We will post information at the entrance of all our locations that WR welcomes the use of assistive devices and encourages users to seek support from staff, volunteers and students if they require it.
WR website will indicate the availability of assistive devices provided by the company to assist in the provision of services to people with disabilities.
Upon request from the service user, WR will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities. Staff will consult with the service user in determining the type and suitability of an accessible format or communication support. This will be arranged in a timely manner and at no cost to the service user. If WR is unable to provide information or communication in an accessible format, then WR will provide the service user with the reason as to why the information cannot be provided and a summary of the communications in either written or verbal form.
Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by TTY, email, fax if telephone communication is not suitable to their communication needs or is not available.
Notice of temporary disruption
WR will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
A telephone message will be placed on the main phone line and a written notice shall be placed at all public entrances on our premises
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
We will also ensure that staff know how to use the following assistive devices available on our premises for customers: TTY, automatic doors, transfer lifts, emergency alert signals.
Employees must not touch or move a person’s assistive device without the person’s permission. At no time will an assistive device be moved out of a person’s reach.
Use of Service Animals
We are committed to welcoming people with disabilities who are accompanied by a service animal on our premises. “Service Animal” is an animal that a person with a disability uses for support. Such use is either readily apparent or is supported by a letter from a physician or a certificate from a service animal training school.
Service animals may not be permitted in the food preparation area of the shelter. Staff and the customer will make alternative food preparation arrangements as necessary.
No fees will be charged for a service animal.
We will ensure that all staff, volunteers and students dealing with the service users and the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. We will also ensure that other residents of Victoria’s and Amy’s are aware of the service animal and advised not to touch/interact with the service animal.
Customers are responsible for the care and maintenance of their service animal.
Use of Support Persons
We are committed to welcoming people with disabilities who are accompanied by a support person. “Support person” is any person who provides aid to persons with disabilities. The support person could be a paid professional, volunteer, friend or family member.
Any person with a disability who is accompanied by a support person will be allowed to enter WR premises with their support person. Where possible, WR will encourage the use of a female support person if that is a viable option for the customer. Please note that WR has a Human rights exemption as a woman only service and men will not be permitted in Victoria’s shelter or as overnight guests at Amy’s. A male support person may be permitted at Amy’s in accordance with program guidelines.
At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.
For group services, all group members must be advised prior to the commencement of the group that a support person will be attending the group. In any instance where a woman does not feel comfortable accessing the group due to the presence of a support person, staff will seek alternative ways to provide her with the group information or schedule her to attend the next available group program.
No fees will be charged to any support person accompanying a customer to counselling services. Fees may be charged for participating in various events which may have a fee associated with them. In such cases, the customer will be informed in advance of what fees may apply.
Due to the nature of WR services and confidential information, all Support persons will be required to sign a Consent form.
Feedback process
The ultimate goal of WR is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way WR provides services to people with disabilities can be made by, e-mail, verbally, or through a feedback card. All feedback will be directed to the Executive director. The feedback will be acknowledged within 14 days.
Complaints in relation to the customer accessibility will be addressed according to WR complaint procedures. Upon receipt, the Executive Director will investigate the matter with the appropriate personnel and provide a written response within 30 days.
For further information or clarification on this plan, please contact any WR staff.
Accessibility Ontario Disabilities Act Annual Report
The annual report to AODA will be made available to any person upon request.