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Accessibility for Ontarians with Disabilities

Home and Community Care Support Services Waterloo Wellington is committed to excellence in serving all customers, including persons with disabilities, and it will carry out its functions in a manner which delivers an accessible customer service experience. Home and Community Care Support Services Waterloo Wellington is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities.

Home and Community Care Support Services Waterloo Wellington is committed to:

  • Incorporating accessibility criteria when procuring or acquiring goods, services, or facilities where practicable
  • Making its internet website and web content conform with the World Wide Web Consortium Content Accessibility Guidelines
  • Making available accommodation information to job applicants and successful candidates

Home and Community Care Support Services' commitment will be integrated wherever possible and will ensure that persons with disabilities will benefit from the same services, in the same place and in a similar way as other customers.

Learn More

  • For the Ontario Government Accessibility website, click here
  • For the full Home and Community Care Support Services Waterloo Wellington Accessibility for Ontarians with Disabilities Policy, click here
  • For the Home and Community Care Support Services Waterloo Wellington Multi-year Accessibility Plan, click here
  • Health and Safety Policy Statement CEO, click here
  • Annual Status Report, click here

Home and Community Care Support Services Waterloo Wellington Accessible Customer Service Policy

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 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.

Under the AODA, Ontario Regulation 191/11 entitled "Integrated Accessibility Standards Regulation" establishes accessibility standards specific to information and communication, employment and transportation. A copy of the Home and Community Care Support Services Waterloo Wellington Integrated Accessibility Standard is available when you click here.

Home and Community Care Support Services are required to meet the requirements of accessibility standards established by the AODA. This policy applies to all Home and Community Care Support Services Waterloo Wellington staff, volunteers and similar parties who deal with the public.

Our Policy

Home and Community Care Support Services Waterloo Wellington will strive to provide materials and services in a way that respects the dignity and independence of people with disabilities. All reasonable effort will be used to ensure that Home and Community Care Support Services Waterloo Wellington policies, practices and procedures are consistent with the spirit and requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07). A copy of this policy can be downloaded here as a regular font sized PDF by clicking here.

Communication with Persons with Disabilities

When communicating with a person with a disability, Home and Community Care Support Services Waterloo Wellington staff and representatives will do so in a manner that takes into account the person's disability.

Assistive Devices

To facilitate interaction with the Home and Community Care Support Services Waterloo Wellington, a person with a disability may provide their own assistive device for the purposes of obtaining, using and benefiting from any of the Home and Community Care Support Services Waterloo Wellington materials and services that are made available to the public.  A copy of this policy can be downloaded here as a regular font sized PDF by clicking here.

Service Animals

Home and Community Care Support Services Waterloo Wellington welcomes 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 in which the Home and Community Care Support Services Waterloo Wellington is operating, the we will ensure that alternate means are available to enable the person with a disability to access Home and Community Care Support Services Waterloo Wellington materials and services.  A copy of this policy can be downloaded here as a regular font sized PDF by clicking here.

Support Persons

Home and Community Care Support Services Waterloo Wellington welcomes 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 attendance at a Home and Community Care Support Services Waterloo Wellington sponsored event, advanced notice of the fee will be provided.  A copy of this policy can be downloaded here as a regular font sized PDF by clicking here.

Notice of Temporary Disruption

Home and Community Care Support Services Waterloo Wellington will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in our facilities or services where we 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 Waterloo Wellington will provide notice by posting information in visible places on our premises and on the website, or by any other method that may be reasonable under the circumstances.

Training

Home and Community Care Support Services Waterloo Wellington will provide training to all board members, employees, volunteers and others who deal with the public on our 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 materials 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 provided for use by Home and Community Care Support Services Waterloo Wellington.

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, procedures and practices pertaining to the provision of materials and services. Staff will also be trained when changes are made to these policies, practices and procedures.

Feedback Process

Feedback is welcomed at Home and Community Care Support Services Waterloo Wellington 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 in person, in writing, in electronic format and through use of accessible formats including but not limited to TTY, braille, signing with ASL interpretation, or use of support persons. Home and Community Care Support Services Waterloo Wellington is committed to providing a timely response to requests for alternate formats, and responses to feedback from the public. Information about the feedback process is available to the public by sending  an email to: ww.communications@hccontario.ca with the subject line tagged "Accessibility Feedback".

Procuring or Acquiring Goods, Services, or Facilities

Home and Community Care Support Services Waterloo Wellington shall incorporate accessibility criteria and features when procuring or acquiring goods, services, or facilities, except where it is not practicable to do so.

Information and Communication

Home and Community Care Support Services Waterloo Wellington will make its internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines, at least at Level A, and increasing to Level AA. 

Employment

Home and Community Care Support Services Waterloo Wellington will notify internal and external job applicants, as well as successful applicants that, where needed, accommodations for disabilities will be provided upon request. Employees will be informed of relevant policies related to the provision of Job accommodations that take into account an employee's accessibility needs due to a disability.

Where an employee with a disability requests it, Home and Community Care Support Services Waterloo Wellington shall arrange for the provision of accessible formats and communication supports for information that is needed in order to perform the employee's job, and information that is generally available to employees in the workplace.

Home and Community Care Support Services Waterloo Wellington will also provide individualized workplace emergency response information to employees who have a disability if it is necessary and if the employer is aware of the need. This, and any other pertinent information will be documented in an individual accommodation plan.

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 Waterloo Wellington will work with the individual to identify options for provision of the document or the information contained in the document. Home and Community Care Support Services Waterloo Wellington will endeavour to provide a format that takes the person's disability into account.

Read the Home and Community Care Support Services Waterloo Wellington Multi-year Accessibility Plan 2021-2022.

To make a request for our information in an accessible format contact us by email or phone:

Email:     waterloowellington@hccontario.ca 

Phone:    888 883 3313