Accessibility for Ontarians with Disabilities Act Customer Service Policy
Statement of Commitment
Barricade Taffic Services Ltd. is committed to treating all people in a way that allows them to maintain their dignity and independence. We are 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 Accessibility for Ontarians with Disabilities Act.
1. SERVICE PROVISION
Policy: In its commitment to provide accessible, high-quality programs and services for its clients, including those with disabilities, the Barricade Taffic Services Ltd. will make reasonable efforts to ensure that its policies, procedures and practices are consistent with the following principles:
- Services will be provided in a manner that respects the dignity and independence of all clients.
- The provision of services to persons with disabilities will be integrated wherever possible.
- Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the programs and services provided by Barricade Taffic Services Ltd.
Barricade Taffic Services Ltd. welcomes the use of assistive devices by people with disabilities. We also welcome their service animals and support persons.
Accessible: service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached or entered; obtainable.
Assistive Devices: refers to any device or mechanism that assists a person with a disability in accessing and benefitting from the services provided. Assistive devices may include but are not limited to; American Sign Language (ASL) interpretation, a wheelchair, a walker, can, assistive learning device, visual alarms or assistive software programs.
Barrier: anything that prevents a person with a disability from fully participating in all aspects of society because of the disability. Barriers may include physical, architectural and attitudinal barriers, as well as information or communication barriers, technological barriers, or a policy, procedure or practice.
- Any degree of physical 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 impairment, deafness or hearing impairment, muteness or speech impairment, 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,
- An injury or disability for which benefits were claimed or received under WSIB.
Guide Dog: a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s. 1 (1).
Service Animal: an animal used by a person with a disability. It may be readily apparent that the animal is used by the person for reasons relating to his/her disability; otherwise, the person may be asked to provide documentation from a regulated health professional such as a physician, nurse, psychologist, optometrist, and mental health therapist confirming that the person requires the animal for reasons relating to the disability.
Support Person: any person whether a paid professional, volunteer, family member or friend who accompanies a person with a disability to aid him or her with communication, mobility, personal care or medical needs or with access to programs and services.
PROCEDURES for Service Provision:
When communicating face to face with a person with a disability, staff will do so taking into account the person’s disability. This may require using alternate methods of communication (large print, reading information aloud, drawing a diagram, etc.) Staff will take the time to understand the needs of each individual, will ask how they can help, and will be open to working with people with disabilities to find solutions.
2) Service Animals and Support Persons
3) Notice of Temporary Service Disruptions
- If a person with a disability is accompanied by a guide dog or other service animal, Barricade Taffic Services Ltd. will ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law. Where a service animal is excluded by law, Barricade Taffic Services Ltd. will ensure that other measures are available to enable the person with a disability to obtain, use, and benefit from our programs and services. The service animal must be under the care and control of the individual at all times.
- If a person with a disability is accompanied by a support person, Barricade Taffic Services Ltd. will welcome both persons, and ensure that the person with a disability is not prevented from having access to the support person.
Barricade Taffic Services Ltd. will provide notice of disruption of programs or services to the public.
Any notice of disruption will contain the following:
- Reason for the disruption
- Anticipated duration
- Alternative facilities or services
Staff will provide such notice in at least one of the following methods:
- Notice physically posted at the site of the disruption
- Notice on Barricade Taffic Services Ltd. website
Where possible, staff will also telephone clients, especially those who experience significant challenges accessing our services and programs.
2. INFORMATION AND COMMUNICATIONS
In its commitment to meeting the communication needs of people with disabilities, the Barricade Taffic Services Ltd. will notify the public about the availability of accessible formats and communication supports via our website, signage within the centre and communication materials. When asked, Barricade Taffic Services Ltd. will provide information and communications materials in accessible formats or with communication supports. The information will be provided to the person in a timely manner and free of cost. This includes publicly available information about our services and facilities, as well as publicly available emergency and safety information.
Barricade Taffic Services Ltd. will consult with people with disabilities to determine their information and communication needs. In addition, Barricade Taffic Services Ltd. will ensure existing feedback processes are accessible to people with disabilities upon request.
Barricade Taffic Services Ltd. accepts feedback from the public using a variety of methods including:
- 905 669 6473
All feedback is reviewed Complaints are investigated and follow up is provided to the client if requested.
Notice of availability of documents
Upon request, the Barricade Taffic Services Ltd. will provide notice to clients of the availability of:
- the accessibility policy and procedures.
- the feedback and complaints policies and procedures.
Notice of availability is provided through appropriate printed methods.
Format of documents
When providing a copy of a document to a person with a disability, Barricade Taffic Services Ltd. will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.
Barricade Taffic Services Ltd. is committed to fair and accessible employment practices.
Barricade Taffic Services Ltd. notifies the public -- via job ppostings - and staff that we will accommodate disabilities during recruitment and assessment processes as well as when people are hired. When requested, accommodation will be made.
- Our job advertisements will include a statement about the availability of accessibility accomodations upon request
- When arranging an interview, accomodations will be offered and make available upon request
- When presenting a job offer, we will again include a statement about the availability of accessibility accomodations upon request
We will create an individual accommodation plan and/or workplace emergency plan for any employees with disabilities.
Our performance management, career development, redeployment, and return-to-work processes will take into account the accessibility needs of employees with disabilities.
4. DESIGN OF PUBLIC SPACES
Barricade Taffic Services Ltd. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.
Barricade Taffic Services Ltd. will provide training to its employees on Ontario’s accessibility laws and on accessibility aspects of the Ontario Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of the employee.
In addition, every person who deals with members of the public or who participates in developing Barricade Taffic Services Ltd.’s operational policies, practices and procedures regarding the provision of service to the public will receive training regarding the provision of services to persons with disabilities.
The training will include the following information:
- The purposes of the Accessibility for Ontarians with Disabilities Act, requirements of the Customer Service Regulation
- How to interact and communicate with persons with various types of disabilities,
- How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
- How to use equipment made available by Barricade Taffic Services Ltd. to help people with disabilities to access programs and services
- What to do if a person with a disability is having difficulty accessing Barricade Taffic Services Ltd. programs and services
Training will be provided to each person according to his or her needs and duties and as soon as is practicable after he or she is assigned the applicable duties.
Training will be provided on an ongoing basis in the case of changes to policies, practices and procedures governing the provision of services to persons with disabilities.
A record of the dates on which training is provided and the individuals to whom it is provided will be kept. Upon request, the training records can be made available.
For More Information
For more information on this policy, please contact 905 669 6473
Accessible formats of this document are available free upon request.