The Accessibility for Ontarians with Disabilities Act, 2005
(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 429/07
entitled “Accessibility Standards for Customer Service” establishes accessibility standards specific to customer service and the provision of goods and services to the public.
Home and Community Care Support Services Central is required to meet the requirements of accessibility standards established by the AODA. This policy applies to all Home and Community Care Support Services Central staff, volunteers and similar parties who deal with the public.
STATEMENT OF COMMITMENT
The Central Local Health Integration Network, operating as Home and Community Care Support Services Central believes in treating all people in a way that allows them to maintain their dignity and independence. We support the full inclusion of persons with disabilities as set out in both the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). The LHIN is committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA.
CUSTOMER SERVICE POLICY STATEMENT
Home and Community Care Support Services Central 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 Accessibility Standards for Customer Service (Ontario Regulation 429/07).
COMMUNICATION WITH PERSONS WITH DISABILITIES
When communicating with a person with a disability, Home and Community Care Support Services Central 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 Central goods and services that are made available to the public.
Home and Community Care Support Services Central 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 premises, Home and Community Care Support Services Central will ensure that alternate means are available to enable the person with a disability to access the Home and Community Care Support Services Central goods and services.
Home and Community Care Support Services Central 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 Home and Community Care Support Services Central premises or to attend a Home and Community Care Support Services Central-sponsored event, advanced notice of the fee will be provided.
NOTICE OF TEMPORARY DISRUPTION
Home and Community Care Support Services Central 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 Central will provide notice by posting information in visible places on our premises or on the Home and Community Care Support Services Central website, or by any other method that may be reasonable under the circumstances.
TRAINING FOR STAFF
Home and Community Care Support Services Central will provide 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 Central 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 Central
The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procures 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 is welcomed as it 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. Contact us
AVAILABILITY OF DOCUMENTS REQUIRED BY THE ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE (ONTARIO REGULATION 429/07)
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 Central 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.
Accessibility Plans and Policies