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Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 1
of 25
i)
Policy Statement:
At the Municipality of North Perth, we are committed to providing equal treatment to
people with disabilities with respect to the use and benefit of Municipal services,
programs, goods and facilities in a manner that respects their dignity, independence,
integration and is equitable in relation to the broader public. This commitment extends
to residents, employees, visitors and other stakeholders with visible and non-visible
disabilities.
This policy provides guidance on how the Municipality of North Perth ensures all goods,
services, programs and facilities are approached in an inclusive manner that takes into
account the needs of persons with disabilities.
As such, this policy replaces the Accessible Customer Service Policies and Procedures
adopted by North Perth Council on September 21st, 2009 in order to incorporate into
one policy all of the standards outlined in the Accessibility for Ontarians with Disabilities
Act 2005, S.O. 2005, c. 11 (the AODA).
Purpose:
This policy is intended to provide the overarching framework to guide, review and
develop other Municipal policies, procedures, By-laws and guidelines, in order to
comply with standards developed under the Accessibility for Ontarians with Disabilities
Act 2005, S.O. 2005, c. 11 (the AODA). The AODA sets out a road map for an
Accessible Ontario by 2025 with mandatory and enforceable standards including:
- Customer Service Standards
- Information and Communications Standards
- Employment Standards
- Transportation Standards
- Built Environment Standards
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 2
of 25
The Customer Service Standard became law (Ontario Regulation 429/07) on January 1,
2008, and the Municipality of North Perth has complied with this standard since January
1, 2010.
The next three standards - Information and Communications, Employment and
Transportation - are all part of the Integrated Accessibility Standard Regulation or IASR
(Ontario Regulation 191/11), which is in line with the Ontario Government intent to
"streamline, align and phase-in accessibility requirements and allow for progress on
accessibility and reduce the regulatory burden for obligated organizations". There are
also a number of General Requirements which refer to the Establishment of
Accessibility Policies, Multi-year Accessibility Plans, Procuring or Acquiring Goods,
Services or Facilities, Self-Service Kiosks and Training, all of which are an integral part
of the IASR. This regulation came into force July 1, 2011.
The accessibility standards for the Built Environment focus on removing barriers in two
areas:
1. Public Spaces: The Design of Public Spaces Standard became law in
December 2012. This standard applies only to new constructions or major
renovations being designed for outdoor elements. The Municipality of North Perth
must comply with this standard by January 1, 2016.
2. Buildings: Ontario's Building Code has been amended to include enhancements
to accessibility in buildings. As of January 1, 2015, new construction and
renovations will be subject to updated accessibility requirements.
Application:
This policy applies to all Municipal Councillors, Employees, Board/Committee Members,
Volunteers, Agents and third parties providing goods, services or facilities to the public
on the Municipality's behalf, in accordance with the legislation.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 3
of 25
A.
Definitions
Accessibility - a general term used to describe the degree of ease that something
(e.g. device, service, environment) can be used and enjoyed by persons with a
disability. The term implies conscious planning, design and/or effort to ensure it is
barrier-free to persons with a disability, and by extension, highly usable and practical for
the general population as well.
Accessible Formats - may include, but are not limited to, large print, recorded audio
and electronic formats, Braille and other formats usable by persons with disabilities.
Barrier - means anything that prevents a person with a disability from fully participating
in all aspects of society because of his or her disability, including physical barriers,
architectural barriers, an information or communications barrier, and an attitudinal
barrier, a technological barrier or a policy or practice.
Communication Supports - may include, but are not limited to, captioning, alternative
and augmentative communication supports, plain language, sign language and other
supports that facilitate effective communications.
Disability - is defined, per Section 2 of the Accessibility for Ontarians with Disabilities
Act, 2005, S.O. 2005, c. 11 and the Human Rights Code, R.S.O. 1990, c. H.19, as
follows:
a. "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 co-ordination, 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,
b. a condition of mental impairment or a developmental disability,
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 4
of 25
c. a learning disability or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language,
d. a mental disorder, or
e. an injury or disability for which benefits were claimed or received under the
insurance plan established under the Workplace Safety and Insurance Act, 1997.
Kiosk − an interactive electronic terminal, including a point-of-sale device, intended for
public use that allows users to access one or more services or products or both.
Service Animals - are defined, per Section 4(9) of the Accessibility Standards for
Customer Service, O. Reg. 429/07, as follows:
"an animal is a service animal for a person with a disability:
a. if it is readily apparent that the animal is used by the person for reasons
relating to his or her disability; or
b. if the person provides a letter from a physician or nurse confirming that the
person requires the animal for reasons relating to the disability."
Support Person - is defined, per Section 4(8) Accessibility Standards for Customer
Service, O. Reg. 429/07, as follows:
"a support person means, in relation to a person with a disability, another person who
accompanies him or her in order to help with communication, mobility, personal care or
medical needs or with access to goods or services."
Unconvertible - information or communications are unconvertible if it is not technically
feasible to convert the information or communications or the technology to convert the
information or communications is not readily available.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 5
of 25
B.
Process
Municipal services, programs, goods and facilities are to be available to persons with
disabilities, taking into account their disability in a manner that:
- Is free from discrimination and reflects the principles of dignity and
independence;
- Seeks to provide inclusive and integrated services;
- Identifies, prevents and removes barriers for persons with disabilities in the
Municipality of North Perth requiring goods, services, programs and facilities;
- Provides for equal opportunity for people with disabilities to obtain, use and
benefit from the goods, services, programs and facilities in the Municipality;
- Strives to meet and/or accommodate the accessibility needs of persons with
disabilities in a timely manner, at no greater cost than that for persons without
disabilities;
- Promotes accessibility through the development of policies, procedures and
practices that consider persons with disabilities, and;
- Takes into consideration a person's disability.
C.
Policy Requirements
1)
General Standards
The Municipality of North Perth is a large designated public sector organization under
the AODA and is committed to meeting the accessibility needs of persons with
disabilities. This policy is to function as an umbrella policy for the requirements and
standards developed under the AODA.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 6
of 25
2)
Accessibility Advisory Committee
The County of Perth and its Member Municipalities, have established an advisory
committee with a majority of individuals whom are persons with disabilities. The
Accessibility Advisory Committee (AAC), with the guidance of the Accessibility
Coordinator (AC), shall advise Council about the requirements and implementation of
the AODA accessibility standards, preparation of accessibility reports, including access
for persons with disabilities to a building or premises, awareness and education and
other matters for which Council may seek advice and consultation.
3)
Accessibility Planning
The County of Perth and its Member Municipalities will establish, implement, maintain
and document a Multi-year Joint Accessibility Plan in consultation with persons with
disabilities and the municipal accessibility advisory committee, in accordance with the
Accessibility for Ontarians with Disabilities Act, 2005. The Joint Multi-year Accessibility
Plan will outline the ways the County of Perth and its Member Municipalities will prevent
and remove barriers and meet the requirements of the standards developed under the
Accessibility for Ontarians with Disabilities Act, 2005. The plan will be posted on the
County's website (www.perthcounty.ca), Municipality of North Perth website
www.northperth.ca and shall be made available in an accessible format and with
communication supports, upon request. Progress on the implementation of the plan will
be provided annually in the County of Perth Joint Accessibility Plan update report to
Council. The accessibility plan shall be reviewed and updated at least once every five
(5) years.
The Municipality of North Perth maintains policies governing how the Municipality shall
meet its requirements under the AODA, and the Municipality will provide polices in an
accessible format, upon request.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 7
of 25
4)
Accessible Formats and Communication Supports
Except as otherwise provided in the AODA, the Municipality of North Perth shall, upon
request, and in consultation with the person making the request, provide or make
arrangements to provide accessible formats and communication supports for persons
with disabilities. Accessible formats and communication supports shall be provided in a
timely manner, taking into account the person's accessibility needs and at a cost that is
no more than the regular cost charged to other persons.
When it is not practicable to provide an alternative format or to provide communication
supports, the Municipality of North Perth Staff will work with the requestor to determine
an appropriate method of communication.
This does not apply to products, products labels, unconvertible information or
communications and information that the Municipality does not control directly or
indirectly through contractual relationships. If it is determined that information or
communication are unconvertible, the department shall provide the person requesting
the information or communication with:
i.
An explanation as to why the information or communications are
unconvertible;
ii.
A summary of the unconvertible information or communications.
5)
Documentation
Documentation that describes this Policy and each of its requirements shall be
maintained on the Municipality of North Perth's intranet for employee reference, and on
the Municipality of North Perth's website www.northperth.ca , and provided to
individuals in an accessible format or communication support, upon request.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 8
of 25
Should Municipal staff be unable to provide a requested accessible format or
communication support, staff shall provide, upon request, an explanation. Review and
amendments of this document will be the responsibility of the Chief Administrative
Officer (CAO) in consultation with the Human Resources Coordinator and Perth County
Accessible Coordinator.
6)
Procurement of Goods, Services, Facilities and Kiosks
Municipal procurement adheres to the Municipality's Procurement By-law. Whenever
possible, Municipality of North Perth staff will take into account the accessibility features
and criteria of goods, services, and facilities procured, purchased, or acquired.
When not practicable to incorporate accessibility criteria and features when procuring
goods, services or facilities, staff shall provide, upon request, an explanation.
7)
Training
i.
Municipal Councillors, Employees, Board/Committee Members, Volunteers, and
third parties providing goods, services, programs and facilities on the
Municipality's behalf shall be required to undergo training on the purposes and
requirements of:
- Accessibility for Ontarians with Disabilities Act (AODA), 2005;
- Ontario Regulation 429/07 Accessible Standards for Customer Service, 2007;
- Ontario Regulation 191/11 Integrated Accessibility Standards Regulation (IASR),
2011; and
- The Ontario Human Rights Code (as it pertains to persons with disabilities).
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page 9
of 25
ii.
The training provided shall be appropriate to the duties of the Councillors,
Employees, Board/Committee Members, Volunteers, and third parties
iii.
Training for the IASR shall take place by January 1, 2014, or as soon as
practicable.
iv.
Training will be provided as soon as possible after hire, incorporated into the
existing orientation process, led by the Human Resources Coordinator (including
volunteers and students).
v.
Upon completion of the training, the Municipality shall keep a record of the
training provided, including the name of the person, location and the date
completed.
vi.
The training of Municipal Councillors will occur at the lower tier level.
vii.
Committee members who are not a part of staff or council (citizen members) will
receive training as soon as possible after appointment.
viii.
Should there be a change to this or other policies that refer to accessibility,
training will be provided as soon as practicable.
8)
Feedback
The ultimate goal of the Municipality of North Perth is to meet and surpass customer
expectations while serving customers with disabilities. Comments on the Municipality's
services regarding how well those expectations are being met, are welcomed and
appreciated.
i.
The Municipality of North Perth will provide, upon request, accessible formats
and communication supports when seeking public input, feedback, and advise,
when practicable.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
10 of
25
ii.
Written or in-person feedback is to be provided to the Municipal CAO via:
Phone:
519-292-2040
Email:
[email protected]
Mail:
Municipality of North Perth
Kriss Snell, CAO
330 Wallace Ave. N.,
Listowel, ON N4W 1L3
The CAO shall communicate the comment or concern to the appropriate
Department Head. Communication with the Perth County Accessible Coordinator
by Staff as the concern or comment may also occur, as appropriate, for
assistance in developing a resolution.
iii.
Should a comment or concern be received directly by the Perth County
Accessibility Coordinator (via phone 519-271-0531 extension 141, email
[email protected], or mail: Corporation of the County of Perth, 1
Huron St., Stratford, ON N5A 5S4), they will notify the Municipal CAO
iv.
If deemed appropriate, a comment or concern regarding the provision of
accessible goods, programs and services may be directed to the Perth County
Accessibility Advisory Committee for recommendations on how to address the
comment or concern.
v.
A response will be provided within 30 days, in the same manner as the comment
or concern was received. Should Municipal staff be unable to provide a
requested accessible format or communication support, the Municipality will work
to determine alternate means for participation in the feedback process.
vi.
If agreement on the resolution of a concern cannot be reached between the
appropriate Director or designate and the complainant has the option of
presenting the concern to the North Perth Council for final disposition.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
11 of
25
vii.
A notice encouraging feedback will be posted at all Municipality of North Perth
service counters and the Municipal website (www.northperth.ca) and full copies
of the feedback process will be available upon request. Staff will draw attention to
the request for feedback for customers unable to read the notice.
See Appendix A: Feedback Notice
9)
Non-Compliance
For all persons representing the Municipality of North Perth as elected or appointed
officials, action will be determined by Council for failure to comply with this Corporate
Accessibility Policy.
D.
Customer Service Standard
The Municipality of North Perth is committed to providing equal treatment to people with
disabilities with respect to the use and benefit of Municipal services, programs, goods
and facilities in a manner that respects their dignity, independence, integration and is
equitable in relation to the broader public. This commitment extends to residents,
employees, visitors and other stakeholders with visible and non-visible disabilities.
1)
Admission fees
If the Municipality charges an admission fee to the premises or programs or in
connection with a person's presence at the premises, the Municipality of North Perth will
waive the fee for support persons.
2)
Assistive devices
i.
Municipal Councillors, Employees, Board/Committee Members, Volunteers and
third party contractors shall accommodate the use of personal assistive devices
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
12 of
25
including but not limited to, wheelchairs, canes, walkers, scooters, Braille display
and communication boards.
ii.
Should a person with a disability be unable to access the Municipality's services
through the use of their own personal assistive device, the Municipality of North
Perth will ensure the following measures are taken:
a. Assess service delivery and potential service options to meet the needs of
the individual;
b. Identify alternative services and how a person with a disability can access
the services, either temporarily or on a permanent basis; and
c. Assistive devices that are purchased or provided by the Municipality for
access to specific services and programs shall be kept in good working
order and the public shall be informed of their availability. Further, the
Municipality will ensure that relevant staff is trained on the use of all
assistive devices available for their customers at the location(s) in which
they provide service.
See Appendix B: Assistive Device Instruction Manual
3)
Contractors
The Municipality of North Perth will ensure that all agents and others who deal with the
public or other third parties who are involved in developing policies, practices and
procedures that govern the provision of our goods and services will receive training on
the accessible provision of its goods and services to persons with disabilities.
Contracted companies or individuals who meet the criteria outlined above will provide
the Municipality with documentation indicating that training in accordance with the
requirements of regulation 429/07 has been provided to all of their staff who will be
providing goods and services on our behalf.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
13 of
25
See Appendix C: Guidelines for Determining Contractor Training Requirements
See Appendix D: Form C - Contractor Accessibility Agreement
4)
Notice of Service Disruption
i.
In the event that there is a temporary service disruption in the availability of
facilities, programs, services or goods used by persons with disabilities (for
example, temporary loss of lift service), the Municipality shall give notice to the
public of the reason for the disruption, the date(s) of disruption, the anticipated
duration and a description of alternative facilities or services, if any, that are
available.
ii.
Such notice may be provided by a variety of methods, depending on the
circumstances, using Form B - Notice of Service Disruption, , and may
include postings in conspicuous places at the affected premises, other Municipal
facilities, and the Municipal website www.northperth.ca . If the Municipal website
should expect a temporary service disruption, advance notice, where possible,
will be provided on the website. If deemed appropriate and time permits, planned
disruptions of services may also be published in local newspapers and broadcast
on local radio stations.
iii.
Ensuring the posting of Form B at the facilities will be the shared responsibility of
the Facilities Supervisor and Facility Operator. The Facilities Supervisor and
Facility Operator will also have the responsibility of providing a copy of Form B to
the Clerk's Department, who will be responsible for posting its contents on the
Municipal website.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
14 of
25
iv.
Notice will be given in as much advance as possible, however in the event of an
unplanned service disruption, notice will be given as soon as feasibly possible in
the manner described in this section.
See Appendix E: Form B - Notice of Service Disruption
5)
Service animals
Municipal Councillors, Employees, Board/Committee Members, Volunteers and third
party contractors shall accommodate the use of service animals by people with
disabilities who are accessing Municipal services or goods unless the animal is
otherwise excluded by law, such as food preparation areas as prohibited by Food
Premises, R.R.O. 1990, Reg. 562 under the Health Protection and Promotion Act,
R.S.O. 1990, c. H.7. See Definitions for a detailed description of Service Animals.
In the case where a service animal is excluded from the premises by law, the
Municipality will ensure that other measures are available to enable the person with the
disability to obtain or benefit from the use of the Municipality's goods and services.
This could include:
a) Offering the person with a disability a safe place for their animal to remain while
obtaining goods or services, along with personal support in obtaining the goods
and services; or
b) Offering goods and services at an alternate location that allows for service animal
accompaniment.
6)
Support persons
i.
Where a person with a disability accessing Municipal goods or services is
accompanied by a support person. Municipal Councillors, Employees,
Board/Committee Members, Volunteers and third party contractors shall ensure
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
15 of
25
that both persons are permitted to enter the premises together and shall ensure
that the person with a disability can access the support person while on the
premises.
ii.
If a fee is required for admission to the premises or in connection with a person's
presence at the premises, the Municipality of North Perth will waive the fee for
support persons. Furthermore,
a. All advertising indicating the fee amounts will also indicate the fees do not
apply to support persons.
b. Members of the public should notify a staff member about the presence of
a support person.
iii.
When attended by a support person, consent from the person being supported
must be obtained prior to disclosing confidential information. Support persons
may be required to sign a confidentiality agreement in some situations.
iv.
The Municipality of North Perth reserves the right to request a person with a
disability to be accompanied by a support person in the event that it is
considered necessary to protect the health and safety of the person with the
disability or others on the premises.
E.
Information and Communications Support Standard
1)
Terminology
When referring to people with disabilities, Municipal Councillors, Employees,
Board/Committee Members, Volunteers and third party contractors shall use
terminology that adheres to guidelines provided in the Municipality of North Perth
Accessibility Training for Customer Service.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
16 of
25
2)
Accessible Websites and Web Content
Internet websites and web content controlled directly by the Municipality or through a
contractual relationship that allows for modification of the product shall conform to the
World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at
Level A and AA in accordance with the schedule set out in the AODA Integrated
Accessibility Standards.
3)
Communication
i.
When communicating with a person with a disability, Municipal Councillors,
Employees, Board/Committee Members, Volunteers and third party contractors
shall do so in a manner that takes into account the person's disability. Guidelines
for communicating with people who have various types of disabilities are
provided in: Appendix F: - Guidelines-Communicating with Customers.
ii.
The Municipality of North Perth will ensure that Municipal Councillors,
Employees, Board/Committee Members, Volunteers who communicates with
customers and third parties are trained on how to interact and communicate with
people with various types of disabilities.
iii.
The Municipality will offer a variety of communication methods for people to
access goods, services and facilities to allow individuals to select the method
most accessible to them.
4)
Format of Documents and Information
i.
The Municipality will notify the public about the availability of accessible formats
and communication supports.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
17 of
25
ii.
Upon request, the Municipality will provide Municipal documents (e.g. forms, print
materials, bills, etc.) or the information contained within the documents in formats
that take into account a person's disability.
iii.
The Municipality will consult the person requesting the document to determine
what a reasonable accessible alternate format of the document or information
would be.
iv.
When staff receive a request for alternative format they should fill out Form A:
Request for Information and Assistance in an Alternative Format (See Appendix
G), and submit the form to the Chief Administrative Officer (CAO). The CAO will
work with the Director of the department of origin to fulfill the request using:
Appendix H: Guidelines for the Formatting of Documents and Information
v.
The time frame attached to the conversion process will vary depending on the
media chosen, the size, complexity, quality of source documents and number of
documents to be converted. Documents will be returned in a timely manner with
consideration of these factors.
vi.
Should documents contain information required by the customer sooner than the
conversion will be ready; the information will be communicated in a way that is
accessible to the customer.
vii.
Customers will not be charged fees for documents in alternative formats that
exceed the fees charged for the document in its original state.
5)
Emergency Procedures, Plans and Information
The Municipality shall provide all existing public emergency procedures, plans and
public safety information, upon request, in an accessible format or with appropriate
communication supports in a timely manner.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
18 of
25
6.
Public Library
The Public Library shall provide access to, or arrange for the provision of access to,
accessible materials (where they exist). In doing so, the Public Library shall provide
information to the public about the availability of accessible materials, also providing this
information in an accessible format or with appropriate communication supports, upon
request.
F. Employment Standard
1)
Recruitment
The Municipality shall post information about the availability of accommodations for
applicants with disabilities in its recruitment process. Job applicants who are individually
selected for an interview and/or testing shall be notified that accommodations for
material to be used in the process are available, upon request. The Municipality shall
consult with any applicant who requests an accommodation in a manner that takes into
account the applicant's disability. Successful applicants shall be notified about the
Municipality's policies for accommodating employees with disabilities as part of their
offer of employment.
2)
Employee Supports
The Municipality will inform employees of the policies used to support employees with
disabilities, including policies on the provision of job accommodations that take into
account an employee's accessibility needs due to disability. The Municipality will
provide this information to new employees as soon as practicable after they begin their
employment, and updated information will be provided to all employees whenever there
is a change to existing policies on the provision of job accommodations. The
Municipality will work with an employee with a disability to find the appropriate
accommodation to meet the individual's needs, which may include the development of
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
19 of
25
an Individual Accommodation Plan. (See HR Policy - B-4.2) - Individual
Accommodation Plans.
3)
Accessible Formats and Communication Supports for
Employees
Upon an employee's request, and completion of the Form A - Request for
Information and Assistance in an Alternative Format (See Appendix G), the
Municipality shall consult with the employee to provide for or arrange for the provision of
accessible formats and communications supports for:
a) information that is needed in order to perform the employee's job; and
b) information that is generally available to employees in the workplace.
The Municipality will consult with the employee making the request in determining the
suitability of an accessible format or communication support.
4)
Workplace Emergency Response Information
If an employee's disability is such that workplace emergency response information is
necessary and the Municipality is aware of the need for accommodation, this
information shall be provided to employees. In addition, this information shall be
provided, with the employee's consent, to the person(s) designated to provide
assistance. The information shall undergo review when the employee moves to a
different location, when the employee's overall accommodation needs or plans are
reviewed and when the Municipality reviews its general emergency response plan.
A process has been established in order to allow communication between the
Municipality and employees regarding the provision of accessible formats and
communication supports for Workplace Emergency Response Information.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
20 of
25
See Appendix I: Human Resources Policy B4.4 - Individualized Workplace Emergency
Response
See Appendix J: Procedure - Workplace Emergency Response Information
See Appendix K: Form A -Memo Workplace Emergency Response Identification
Documented Individual Accommodation Plans
A written process for the development and maintenance of documented individual
accommodation plans will be developed for employees with disabilities, if requested.
These plans shall include information regarding accessible formats and communications
supports. If requested, the plans shall include individualized workplace emergency
response information.
See Appendix L: Form B -Worksheet Employee Emergency Information
See Appendix M: Form C - Employee Emergency Response Plan Template
5)
Return to Work Process
The Municipality shall have in place a documented return to work process to facilitate
our employees return to work following an illness or disability which requires
employment related accommodations. This return to work process shall outline the
steps that the Municipality shall take to facilitate the return to work.
See Municipality of North Perth Health & Safety Manual Policy 17 - "Early & Safe
Return to Work"
6)
Redeployment
Redeployment may mean the reassignment of employees to other departments within
the organization as an alternative to a "layoff" when a particular job or department has
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
21 of
25
been eliminated. If the Municipality uses redeployment processes, they must take into
account the accessibility needs of its employees with disabilities.
7)
Performance Management and Career Development and
Redeployment
The Municipality shall take into account the accessibility needs of its employees with
disabilities as well as any individual accommodation plans when using performance
management tools or providing career development and advancement opportunities to
its employees.
G. Transportation Standard
The County of Perth, on behalf of the Municipality of North Perth, is committed to
ensuring that people with disabilities have information on accessible public
transportation services available within the County. In order to meet this commitment,
the Accessibility Coordinator will compile and maintain a listing of available accessible
transportation services provided by organizations servicing the lower tier municipalities,
the City of Stratford and the Town of St. Marys, and surrounding areas within the
County of Perth. This listing will be posted on the County of Perth website, and will be
available in alternate formats, upon request.
1)
Taxi Cab Services
In the Municipality of North Perth, Owners and operators of taxicabs licensed by the
Municipality of North Perth are prohibited from charging additional fares or fees to
persons with disabilities or for the storage of mobility aids or mobility assistive devices.
Additionally, taxicabs licensed by the Municipality are also required to have vehicle
registration and identification posted on the rear of the vehicle, as well as being
available in an accessible format, upon request.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
22 of
25
2)
Specialized Transportation Services
There is an agreement made between the Municipality of North Perth VON ("The
Operator"), to provide a public transportation system for seniors and disabled persons
within their community.
H. Built Environment Standard
The Built Environment Standard helps to remove barriers for persons with disabilities in
outdoor public spaces and buildings.
1)
Design of Public Spaces:
Ontario Regulation 413/12 made under the Accessibility for Ontarians with Disabilities
Act, 2005, was published on December 17, 2012. This regulation amends Ontario
Regulation 191/11, the Integrated Accessibility Standards Regulation (IASR) by adding
Part IV.1 Design of Public Spaces Standards (Accessibility Standards for the Built
Environment). As a large public sector organization, this Part applies to the County of
Perth and its Member Municipalities, including the Municipality of North Perth, and
applies, except as otherwise specified, to public spaces that are newly constructed or
redeveloped on and after January 1, 2016, and that are covered by this Part.
2)
Ontario Building Code
On December 27, 2013, Ontario Regulation 368/13 was filed to amend the new 2012
Building Code, O.Reg. 332/12. The effective date of the amendment is January 1, 2015.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
23 of
25
The amended requirements will substantially enhance accessibility in newly constructed
buildings and existing buildings that are to be extensively renovated.
3)
Site Plan Control
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) allows provisions for
the Accessibility Advisory Committee to request site plans and drawings described in
Section 41 of the Planning Act to review.
In order to assist municipalities in Perth County to fulfill their obligations in a timely
manner, Site Plan Control Guidelines (Appendix N), including an Accessible Design
Checklist were created by the Accessibility Advisory Committee to ensure that
developments being approved under the site plan control process are accessible and
have regard for persons with disabilities.
I.
Responsibilities
The Chief Administrative Officer (CAO), with the assistance of the Perth County
Accessibility Coordinator, is responsible for reviewing the Corporate Accessibility Policy
and recommending amendments to ensure on-going compliance with regulated
accessibility standards and legislated obligations.
1) Municipal Council shall approve the Corporate Accessibility Policy;
2) The Perth County Accessibility Coordinator shall provide advice to the
Municipality on the implementation of the Corporate Accessibility Policy;
3) The Municipal CAO shall ensure training is provided to new employees and
existing staff on legislation applicable to Accessibly, as well as the Corporate
Accessibility Policy and its provisions;.
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
24 of
25
4) Department Heads and Supervisors shall ensure that they and their staff are
familiar with and comply with the Corporate Accessibility Policy and its
provisions;
5) Councillors, Employees, Board/Committee members, Volunteers and third party
contractors are responsible for adhering to the parameters of the Corporate
Accessibility Policy and for ensuring needs of persons with disabilities are
addressed in goods, services, programs and facilities.
J. Appendices
Appendix A: Feedback Notice
Appendix B: Assistive Device Instruction Manual
Appendix C: Guidelines for Determining Contractor Training Requirements.
Appendix D: Form C - Contractor Accessibility Agreement
Appendix E: Form B - Notice of Service Disruption
Appendix F: Guidelines - Accessibility Guidelines for Communicating with Individuals
with Disabilities
Appendix G: Form A - Request for Information and Assistance in an Alternative
Format
Appendix H: Guidelines for the Formatting of Documents and Information
Appendix I:
HR Policy B4.4 Individualized Workplace Emergency Response
Appendix J: Procedures - Workplace Emergency Response Information
Appendix K: Form A -Memo Workplace Emergency Identification
Appendix L: Form B -Worksheet Employee Emergency Information
Appendix M: Form C -Employee Emergency Response Plan Template
Appendix N: Site Plan Control Guidelines
See also:
HR Policy B-4.2 - Individual Accommodation Plans
Municipality of North Perth
Corporate Policies
Section Number E
Accessibility
Policy Number
E-1
Corporate Accessibility Policy & Procedures
Adopted by Council:
May 26th, 2014
Effective:
May 26th, 2014
Supersedes:
Accessible Customer
Service Policies and
Procedures - September
21st, 2009
Coverage:
All employees, elected and
appointed officials, volunteers,
agents and others working on
behalf of the Municipality of
North Perth
Page
25 of
25
Health & Safety Policy 9.1 - Early & Safe Return to Work.
HR Form - Employee Orientation Checklist
K. References and Legislative Authority
Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11
Accessibility Standards for Customer Service, O. Reg. 429/07
Integrated Accessibility Standards, O. Reg. 191/11
Human Rights Code, R.S.O. 1990, c. H.19
Customer Service Policies and Procedures (now superseded) - Approved September
21st, 2009