Corporate Accessibility Policy (Policy Number CA-01-28-01)
Perth East, Ontario
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Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 1 of 24
Rev. 06.05.2014
Policy Statement:
At the Township of Perth East, we are committed to providing equal treatment to people
with disabilities with respect to the use and benefit of Township 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 Township of Perth East ensures all goods,
services, programs and facilities are approached in an inclusive manner that takes into
account the needs of persons with disabilities.
This policy replaces Corporate Administrative Policy 1.28.01., Accessible Customer
Service 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 Township 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
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 2 of 24
Rev. 06.05.2014
The Customer Service Standard became law (Ontario Regulation 429/07) on January
1, 2008, and the Township of Perth East has been in compliance with this standard.
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, and is now part of the Integrated Accessibility Standards
Regulation (IASR). This standard applies only to new constructions or major
renovations being designed for outdoor elements. The Township of Perth East
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 Township employees (including Library Board) volunteers,
agents, those who develop policies and govern the provision of goods, services or
facilities to the public or other third parties on behalf of the Township, in accordance
with the legislation.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 3 of 24
Rev. 06.05.2014
Process:
Township 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
Township of Perth East's 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 theTownship;
- 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.
Policy Requirements
General Standards
The Township of Perth East is a large designated public sector organization under the
AODA and is committed to meeting the accessibility needs of persons with disabilities.
This policy, Corporate Accessibility, is to function as an umbrella policy for the
requirements and standards developed under the AODA.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 4 of 24
Rev. 06.05.2014
Accessibility Advisory Committee
The County of Perth and its Member Municipalities, have established an advisory
committee and includes 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.
Accessibility Planning
The County of Perth and its member municipalities including the Township of Perth East
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 Township's website 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 Township of Perth East maintains policies governing how the Township shall meet
its requirements under the AODA, and will provide polices in an accessible format, upon
request.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 5 of 24
Rev. 06.05.2014
Accessible Formats and Communication Supports
Except as otherwise provided in the AODA, the Township of Perth East 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 others persons.
When it is not practicable to provide an alternative format or to provide communication
supports, the Township of Perth East 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 Township 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.
Documentation
Documentation that describes this Policy and each of its requirements shall be
maintained on the Township of Perth East's website www.pertheast.ca, and provided to
individuals in an accessible format or communication support, upon request.
Should Township staff be unable to provide a requested accessible format or
communication support, staff shall provide, upon request, an explanation.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 6 of 24
Rev. 06.05.2014
Review and amendments of this document will be the responsibility of the Accessibility
Coordinator, in consultation with the Township CAO and Municipal Clerk.
Feedback
The ultimate goal of the Township of Perth East is to meet and surpass customer
expectations while serving customers with disabilities. Comments on the Township's
services regarding how well those expectations are being met, are welcomed and
appreciated.
i.
The Township of Perth East will provide, upon request, accessible formats and
communication supports when seeking public input, feedback, and advise, when
practicable. Feedback will be provided to the relevant Township staff member,
and follow up shall occur.
Email:
[email protected]
Mail:
Township of Perth East
c/o Municipal Clerk
25 Mill Street East
Milverton, ON N0K 1M0
ii.
A response will be provided within 30 days, in the same manner as the comment
or concern was received. Should Township staff be unable to provide a
requested accessible format or communication support, we will work with the
citizen to determine alternate means for participation in citizen feedback.
iii.
Concerns may also be discussed in-person by bringing them to the attention of
staff, requesting to speak with a manager, or arranging an appointment with the
Perth County Accessibility Coordinator.
iv.
Should a comment or concern is received directly by the Accessibility
Coordinator, they will notify the Manager responsible for the department.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 7 of 24
Rev. 06.05.2014
v.
If deemed appropriate, a concern regarding the provision of accessibile goods
and services may be directed to the Perth County Accessibility Advisory
Committee for recommendations on how to address the comment or concern.
vi.
If agreement on the resolution of a concern cannot be reached between the
appropriate Manager or designate and the complainant, the matter will be
directed to the Chief Administrative Officer (CAO) for disposition.
vii.
If the CAO is unable to provide a satisfactory resolution to the concern, the
complainant has the option of presenting the concern to Township Council for
final disposition.
viii.
A notice encouraging feedback will be provided at the Township of Perth East
service counters and the Township website (www.pertheast.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 Policy CA 1.28.01 (A)
Appendix A: Feedback Notice
Procurement of Goods, Services and Facilities
Whenever possible, Township of Perth East 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.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 8 of 24
Rev. 06.05.2014
Training
i.
Township employees, volunteers, councillors, and third parties providing goods,
services, programs and facilities on the Township'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).
ii.
The training provided shall be appropriate to the duties of the employee,
volunteer, council or third party.
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 Accessibility Coordinator (including
volunteers and students).
v.
Upon completion of the training, the Township shall keep a record of the training
provided, including the name of the person, location and the date completed.
vi.
The training of Township 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.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 9 of 24
Rev. 06.05.2014
Non-Compliance
For employees, failure to comply with this policy may result in disciplinary action up to
and including termination.
For all other persons representing the Township of Perth East as elected or appointed
officials, action will be determined by Council for failure to comply with this policy.
Customer Service Standard
At the Township of Perth East, we are committed to providing equal treatment to people
with disabilities with respect to the use and benefit of Township 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.
Admission fees
If the Township charges an admission fee to the premises or programs or in connection
with a person's presence at the premises, the Township of Perth East will waive the fee
for support persons.
Assistive devices
i.
Township employees, volunteers and third party contractors shall accommodate
the use of personal assistive devices 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 Township's services
through the use of their own personal assistive device, the Township of Perth
East will ensure the following measures are taken:
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 10 of 24
Rev. 06.05.2014
a. Assess service delivery and potential service options to meet the needs of
the individual; and
b. Identify alternative services and how a person with a disability can access
the services, either temporarily or on a permanent basis.
iii.
Assistive devices that are purchased or provided by the Township 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 Township 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.
Contractors
The Township of Perth East will ensure that all employees, volunteers, agents and
others who deal with the public or other third parties on our behalf, or 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.
With regards to contracted companies or individuals, contractors who meet the criteria
outlined above will provide us 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.
See CA.1.28.01 (A)
Appendix B: Guidelines for Determining Contractor Training
Requirements.
Appendix C: Form A - Contractor Accessibility Agreement
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 11 of 24
Rev. 06.05.2014
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 elevator service), the Township 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, using Form B - Notice of
Service Disruption, depending on the circumstances, and may include postings
in conspicuous places at the affected premises, other Township facilities, and the
Township's website www.pertheast.ca . If the Township 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 affected will be the responsibility
of the Manager responsible for the respective area. The Manager will also
provide a copy of Form B - Disruption of Services to the Clerk's Department and
coordinate the posting of the notice on the Township website.
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 CA 1.28.01 (A)
Appendix D: Form A - Notice of Service Disruption
Service animals
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 12 of 24
Rev. 06.05.2014
Township employees, volunteers and third party contractors shall accommodate the use
of service animals by people with disabilities who are accessing Township 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 Township
will ensure that other measures are available to enable the person with the disability to
obtain or benefit from the use of the Township'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.
Support persons
i.
Where a person with a disability accessing Township goods or services is
accompanied by a support person, employees, volunteers and third party
contractors shall ensure 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 Township will waive the fee for support persons.
Furthermore,
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 13 of 24
Rev. 06.05.2014
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.
iv.
Support persons may be required to sign a confidentiality agreement in some
situations.
v.
The Township of Perth East 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.
See Definitions for a detailed description of Support Persons.
Information and Communications Support Standard
Accessible Websites and Web Content
Internet websites and web content controlled directly by the Township of Perth East 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.
Communication
i.
When communicating with a person with a disability, Township employees,
volunteers and third party contractors shall do so in a manner that takes into
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 14 of 24
Rev. 06.05.2014
account the person's disability. Guidelines for communicating with people who
have various types of disabilities are provided in: CA.1.28.01 (A) Appendix E: -
Guidelines-Communicating with Customers.
ii.
The Township of Perth East will ensure staff who communicates with customers
and third parties are trained on how to interact and communicate with people with
various types of disabilities.
iii.
The Township 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.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 15 of 24
Rev. 06.05.2014
Format of Documents and Information
i.
The Township of Perth will notify the public about the availability of accessible
formats and communication supports.
ii.
Upon request, the Township of Perth East will provide Township 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 Township of Perth East 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 See
CA 1.28.01 (A) Appendix F), and submit the form to the Clerk. The Clerk will
work with the Manager of the department of origin to fulfill the request using: See
CA 1.28.01 (A) Appendix G: 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.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 16 of 24
Rev. 06.05.2014
Emergency Procedures, Plans and Information
The Township 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.
Terminology
When referring to people with disabilities, Township employees, volunteers and third
party contractors shall use terminology that adheres to guidelines provided in the
Township of Perth East Training for Customer Service.
Employment Standard
Recruitment
The Township of Perth East 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 Township 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 Township's policies for accommodating employees with disabilities as
part of their offer of employment.
Employee Supports
The Township 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 Township will provide
this information to new employees as soon as practicable after they begin their
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 17 of 24
Rev. 06.05.2014
employment, and updated information will be provided to all employees whenever there
is a change to existing policies on the provision of job accommodations.
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 See CA 1.28.01 (A)
Appendix F), the Township 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 Township will consult with the employee making the request in determining the
suitability of an accessible format or communication support.
Workplace Emergency Response Information
If an employee's disability is such that workplace emergency response information is
necessary and the Township 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 Township reviews its general emergency response plan.
A process has been established in order to allow communication between the Township
and employees regarding the provision of accessible formats and communication
supports for Workplace Emergency Response Information.
Documented Individual Accommodation Plans
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 18 of 24
Rev. 06.05.2014
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.
Return to Work Process
The Township shall have in place a documented return to work process for employees
returning to work due to disability and requiring disability-related accommodations. This
return to work process shall outline the steps that the County shall take to facilitate the
return to work. See Township of Perth East Health & Safety Manual
Performance Management and Career Development and Redeployment
The Township shall take into account the accessibility needs of its employees with
disabilities as well as any individual accommodation plans when providing career
development, performance management and when considering redeployment.
Transportation Standard
The Township of Perth East does not currently licence any conventional, specialized or
public transportation services, nor does the Township licence taxicabs. As a result, the
Township of Perth East has no obligations to meet under the Transportation Standard of
the IASR.
However, the Township is committed to ensuring that people with disabilities have
information on accessible public transportation services available within the Township.
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
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 19 of 24
Rev. 06.05.2014
of St. Marys, and surrounding areas within the County of Perth. This listing will be
posted on the County website, and will be available in alternate formats, upon request.
Built Environment Standard
The Built Environment Standard helps to remove barriers for persons with disabilities in
outdoor public spaces and buildings.
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
the following part:
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 Township of Perth East, 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.
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.
The amended requirements will substantially enhance accessibility in newly constructed
buildings and existing buildings that are to be extensively renovated.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 20 of 24
Rev. 06.05.2014
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 the County
of Perth to fulfill their obligations in a timely manner, Site Plan Control Guidelines
(See CA 1.28.01 (A) Appendix H), 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.
Responsibilities
The Chief Administrative Officer and Clerk are responsible for reviewing this Policy
annually and recommending amendments to ensure on-going compliance with
regulated accessibility standards and legislated obligations.
- The CAO and Clerk in conjunction with the Perth County Accessibility Coordinator
shall provide advice and direction on the implementation of this Policy.
- The CAO and Clerk in conjunction with the Perth County Accessibility Coordinator
shall provide training to new employees and existing staff on understanding this
Policy.
- Managers shall ensure that they and their staff are familiar with and comply with
this Policy.
- Township Council and staff are responsible for adhering to the parameters of this
policy and for ensuring needs of persons with disabilities are addressed in goods,
services, programs and facilities.
References
Ontarian's with Disabilities Act (ODA)
Accessibility for Ontarians with Disabilities Act AODA
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 21 of 24
Rev. 06.05.2014
AODA Customer Service Regulation
AODA Integrated Accessibility Standards Regulation
County of Perth Accessibility Policy and Procedures Manual: Accessible Customer
Service
Legislative and Administrative Authorities
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
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.
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 22 of 24
Rev. 06.05.2014
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,
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
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 23 of 24
Rev. 06.05.2014
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.
Enquires
For further information regarding this Policy, contact:
County of Perth Accessibility Coordinator
Phone:
519-271-0531 x 141
Email:
[email protected]
Mail:
Accessibility Coordinator
Corporation of the County of Perth
1 Huron Street
Stratford, ON N5A 5S4
Township of Perth East
Corporate Policies
Section Number
Accessibility
Policy Number
CA.01.28.01 (A)
Corporate Administrative Policy
Corporate Accessibility Policy & Procedures
Amended by Council:
Effective:
May 6, 2014
Supersedes:
Customer Service
Standard
(September 1, 2009)
Coverage:
All employees, elected
and appointed officials,
volunteers, agents and
others working on
behalf of the Township
of Perth East
Page 24 of 24
Rev. 06.05.2014
Appendices
Policy CA 1.28.01 (A)
Appendix A:
Feedback Notice
Appendix B:
Guidelines for Determining Contractor Training Requirements
Appendix C:
Form A - Contractor Accessibility Agreement
Appendix D:
Form A - Notice of Service Disruption
Appendix E:
Guidelines - Accessibility Guidelines for Communicating with
Individuals with Disabilities
Appendix F:
Form A - Request for Information and Assistance in an
Alternative Format
Appendix G:
Guidelines - Formatting of Documents and Information
Appendix H:
Guidelines - Site Plan Control Guidelines
Policy CA.1.28.01 (A)
Appendix A
Your Feedback Is Important to Us!
The ultimate goal of the Township of Perth East is to meet and surpass
customer expectations while serving customers with disabilities.
Comments on the Township's services regarding how well those
expectations are being met are welcomed and appreciated.
Feedback regarding the way the Township of Perth East provides goods
and services to people with disabilities can be directed to the
Township of Perth East
Phone: 519-595-2800 ext. 223
Email: [email protected]
Mail: Township of Perth East
c/o Municipal Clerk
25 Mill Street East
Milverton, ON N0K 1M0
A response will be provided within 30 days, in the same manner as the
feedback was received.
Concerns may also be discussed in-person by bringing them to the
attention of the staff serving you, requesting to speak with a manager, or
arranging an appointment.
Appendix B
1
Guidelines for Determining Contractor
Training Requirements
County of Perth
Municipality of North Perth
Municipality of West Perth
Township of Perth East
Township of Perth South
Appendix B
2
Legislative Requirements
Under Ontario Regulation 429/07 Accessibility Standards for Customer Service, and Ontario
Regulation 191/11 the Integrated Accessibility Standards Regulation, we are required to
ensure training of anyone interacting with the public on our behalf, or influencing the
development of policies, practices and procedures, including full time, part time and
contract employees; student interns; volunteers; contractors; councilors; committee
members; and others.
Determining who to train should not just be based on a person's job description, it should be
based on what the person does in practice on a regular basis. For example, a company
contracted for garbage collection may not have customer service in their job description,
however, members of the public may contact the company by phone or in person to ask
questions; or the company may communicate with members of the public by leaving garbage
items behind that are not disposed of properly, or by providing notices of changes in
scheduled pick up, etc.
Our Policy
Our Corporate Accessibility Policy states that we will ensure that all employees, volunteers,
agents and others who deal with the public or other third parties on our behalf, or 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. With regards to contracted companies or individuals, our policy
states that contractors who meet the criteria will provide us with documentation indicating
that training in accordance with the requirements of Ontario Regulation 429/07 and Ontario
Regulation 191/11 has been provided to all of their staff who will be providing goods and
services on our behalf. This includes training on the Accessibility Standards and the Ontario
Human Rights Code as it pertains to persons with disabilities.
Whether a contractor meets the criteria for training will be at the discretion of the director or
employee hiring the contracted company or individuals; however, we do want to promote
cross-county consistency in these decisions. The purpose of this guideline is to achieve this
Appendix B
3
cross-county consistency by offering questions to consider when determining contractor
training requirements as well as a list of recommendations for common contracting
companies and individuals.
Defining 'Contractor'
A 'contractor' refers to an external company or individual who is contracted to provide
services for your municipality. This may include public works contractors that apply for
contracts through tenders or RFP's; a cleaning company hired to clean the municipal
building; an individual contracted as a fence viewer or livestock valuator; a constructing
company building a new building; a garbage collection company; consultant services; and
so on. Employees in a contract position who are considered a part of your organization
would typically be classified as employees, not contractors and would therefore be trained
after hire during the typical orientation process.
Questions to Consider
Is the contractor providing a service on our behalf?
While working for us, will they interact with the public either formally (e.g. being the
contact for questions or providing information) or informally (e.g. being stopped and
asked for directions)?
Are their services being provided in a place the public typically go (e.g. park,
sidewalks, municipal office)?
Are the services being provided during regular hours of operation (e.g. when the
municipal building is open)?
Are the contractors making any decisions regarding the provision of goods and
services on our behalf (e.g. what garbage items will or will not be collected)?
Are the contractors offering advice on any decisions regarding the provision of goods
and services on our behalf (e.g. consultants)?
Sample contractors who will need training
Garbage and recycling collection
Livestock valuators, fence viewers, weed & tree inspectors
Appendix B
4
Animal control officer
A consultant conducting a review of our facilities or services
Sample of contractors who may be excluded (situation dependent)
Cleaning company that only cleans the municipal building after hours
Construction company that is building a new building, working on a construction site
(which would be closed to the public), who does not answer inquiries or provide any
information to the public and does not interact with third parties on our behalf (i.e.
they would order materials as company X not as the municipality)
Requests for Proposals (RFP)
When sending out an RFP, ensure that you include a clause stating that successful bidders
will be required to comply with the training requirements of the Accessibility Standards under
the AODA, where applicable.
A sample wording could be:
Prior to the commencement of any work under this contract, the successful bidder will
also be required to provide training on the AODA Accessibility Standards and the Ontario
Human Rights Code to all staff working on behalf of the [County of Perth] in compliance
with the requirements of the Accessibility for Customer Service Regulation 429/07,
section 6 and the Integrated Accessibility Standards Regulation 191/11, section 7. The
[County] will offer direction to appropriate training resources and may, at its discretion,
provide such training if deemed feasible and appropriate.
Contractors will also have to sign off on Form B, stating that they have read our policy
and have met the training requirements for their staff.
If you have any questions, concerns or require any assistance in determining contractor
training requirements, please do not hesitate to contact the Accessibility Coordinator, 519-
271-0531 x 141 or [email protected]
Appendix C - FORM A- Contractor Accessibility Agreement
Contractor Name:_____________________________________________________
Name of Contact Person:____________________________________ (please print)
Email: _______________________________________________________________
Corporate Accessibility Policy:
I have received and read the Township of Perth East Corporate Accessibility
Policy. I understand that I am fully responsible for ensuring that all of our staff
and subcontractors comply with all necessary rules and regulations outlined
therein and with all applicable Accessibility for Ontarians with Disabilities Act,
2005 (AODA) Regulations.
Accessibility Standards and the Ontario Human Rights Code Training:
I confirm that all staff and subcontractors providing goods and services to the
public or third parties on behalf of the County of Perth have received training on
the Ontario Human Rights Code, as it pertains to persons with disabilities, and
Ontario Regulation 429/07 Accessible Standards for Customer Service of the
AODA, and Ontario Regulation 191/11 Integrated Accessibility Standards
Regulation of the AODA, as it pertains to their duties.
_____________________________
__________________
Signature
Date
Please Sign and Return this Form to:
Township of Perth East
Municipal Clerk
25 Mill Street East, Milverton, ON N0K 1M0
Email: [email protected] Fax: 519-595-2801
Policy CA 1.28.01 (A)
Form A
Appendix D - Form A
Notice of Service Disruption
Please be advised of a disruption to:
Reason for disruption:
This service will be unavailable
for the period of :
Alternative facilities or services:
For more information or service
accommodation, please contact:
We apologize for the inconvenience. Thank you for your patience.
For further information please contact the Township of Perth East - 519-595-2800
Appendix E
1
Accessibility Guidelines for
Communicating with Customers with
Disabilities
County of Perth
Municipality of North Perth
Municipality of West Perth
Township of Perth East
Township of Perth South
Information taken from the Ontario Ministry of Community and Social Services
http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/business/wel_cus_disability.htm
Appendix E
2
This page is left blank intentionally.
Appendix E
3
Table of Contents
Table of Contents ....................................................................................... 3
Introduction ................................................................................................. 4
Serving Customers with Disabilities ............................................................ 5
Serving Customers with Disabilities over the Phone ................................... 6
Serving Customers with Vision Disabilities ................................................. 7
Tips for serving customers with vision disabilities: ................................... 7
Serving Customers with Hearing Loss or Deafness .................................... 8
Tips for serving customers with hearing loss: ........................................... 8
Serving Customers who are Deaf-Blind ...................................................... 9
Tips for serving customers who are deaf-blind: ........................................ 9
Serving Customers with Physical Disabilities ............................................ 10
Tips for serving customers with physical disabilities:.............................. 10
Serving Customers with Speech or Language Impairments ...................... 11
Tips for serving customers with speech disabilities: ............................... 11
Serving Customers with Learning Disabilities ........................................... 12
Tips for serving customers with learning disabilities: .............................. 12
Serving Customers with Intellectual or Developmental Disabilities ............ 13
Tips for serving customers with intellectual disabilities: .......................... 13
Serving Customers with Mental Health Disabilities ................................... 14
Tips for serving customers with mental health disabilities: ..................... 15
Appendix E
4
Introduction
Accessible customer service is for everyone. It's about taking the time with each and
every customer, regardless of level of ability, to ensure that their service needs are being
met. Rather than serving in a standardize fashion, be flexible and individualized in your
approach. Remember, treating all your customers with individual respect and courtesy is
at the heart of excellent customer service.
The following guide will offer some tips on how to serve customers with disabilities in
general, over the phone, and according to specific disabilities.
Remember, not every customer with a particular disability is the same and there is no one
standardized way to serve customers with particular disabilities. This is just a guideline
to help you feel more comfortable and prepared in providing accessible customer service.
When serving a customer, it is not necessary to diagnose which disability(ies) they have
in order to serve them, rather keep this information in the back of your mind and always
use an individualized approach, asking each customer "how may I help you?" or "can I
help you?"
Appendix E
5
Serving Customers with Disabilities
Here are some ways you can provide better service to your customers with disabilities:
Treat people with disabilities with the same respect and consideration you have
for everyone else.
Patience, optimism, and a willingness to find a way to communicate are your best
tools.
Smile, relax, and keep in mind that people with disabilities are just people.
Don't make assumptions about what type of disability or disabilities a person has.
Some disabilities are not visible. Take the time to get to know your customers'
needs.
Be patient. People with some kinds of disabilities may take a little longer to
understand and respond.
If you're not sure what to do, ask your customer, "May I help you?"
If you can't understand what someone is saying, just politely ask again.
Ask before you offer to help -- don't just jump in. Your customers with disabilities
know if they need help and how you can provide it.
Find a good way to communicate. A good start is to listen carefully.
Look at your customer, but don't stare. Speak directly to a person with a disability,
not to their interpreter or someone who is with them.
Use plain language and speak in short sentences.
Be flexible in where and how you offer your services.
Don't touch or address service animals - they are working and have to pay
attention at all times.
Ask permission before touching a wheelchair or a piece of equipment.
Appendix E
6
Serving Customers with Disabilities over the Phone
Here are some ways you can provide better service to your customers with disabilities
when providing service over the phone:
Speak normally, clearly and directly.
Don't worry about how their voice sounds. Concentrate on what's being said.
Be patient, don't interrupt and don't finish your customer's sentences. Give your
customer time to explain him/her self.
Don't try to guess what your customer is saying. If you don't understand, don't
pretend. Just ask again.
If you're not certain what was said, just repeat or rephrase what you've heard.
If a telephone customer is using an interpreter or a TTY line, just speak normally
to the customer, not to the interpreter.
If your customer has great difficulty communicating, make arrangements to call
back when it's convenient to speak with someone else
Appendix E
7
Serving Customers with Vision Disabilities
Vision disabilities range from slightly reduced vision to total blindness. A person with
reduced vision may have trouble reading street signs, recognizing faces, or judging
distances. They may have a very narrow field of vision, be unable to differentiate colours,
have difficulties navigating or seeing at night or require bright lights to read. Most people
who are legally blind have some vision.
Tips for serving customers with vision disabilities:
Identify yourself when you approach your customer and speak directly to them.
Speak normally and clearly.
Never touch your customer without asking permission, unless it's an emergency.
If you offer assistance, wait until you receive permission.
Offer your arm (the elbow) to guide the person and walk slowly.
Don't touch or address service animals - they are working and have to pay
attention at all times.
If you're giving directions or verbal information, be precise and clear. For example,
if you're approaching a door or an obstacle, say so.
Don't just assume the individual can't see you.
Don't leave your customer in the middle of a room. Show them to a chair, or guide
them to a comfortable location.
Identify landmarks or other details to orient your customer to the environment
around them.
Don't walk away without saying good-bye.
Be patient. Things may take a little longer.
Appendix E
8
Serving Customers with Hearing Loss or Deafness
Hearing loss includes problems distinguishing certain frequencies, sounds or words,
ringing in the ears and total (profound) deafness. A person who is deaf, deafened or
hard-of-hearing may be unable to use a public telephone, understand speech in noisy
environments, or pronounce words clearly enough to be understood by strangers.
Tips for serving customers with hearing loss:
Always ask how you can help. Don't shout.
Attract the customer's attention before speaking. The best way is a gentle touch
on the shoulder or gently waving your hand.
Make sure you are in a well-lighted area where your customer can see your face.
Look at and speak directly to your customer. Address your customer, not their
interpreter.
If necessary, ask if another method of communicating would be easier, for example
a pen and paper.
Don't put your hands in front of your face when speaking.
Be clear and precise when giving directions, and repeat or rephrase if necessary.
Make sure you have been understood.
Don't touch or address service animals - they are working and have to pay
attention at all times.
Any personal (e.g., financial) matters should be discussed in a private room to
avoid other people overhearing.
Be patient. Communication for people who are deaf may be different because their
first language may not be English. It may be American Sign Language (ASL).
If the person uses a hearing aid, try to speak in an area with few competing sounds.
Appendix E
9
Serving Customers who are Deaf-Blind
Deaf-blind is a combination of hearing and vision loss. It results in significant difficulties
accessing information and performing activities of daily living. Deaf-blind disabilities
interfere with communication, learning, orientation and mobility. Individuals who are deaf-
blind communicate using various sign language systems, Braille, standard PC's equipped
with Braille displays, telephone devices for the deaf-blind and communication boards.
They navigate with the aid of white canes, service animals, and electronic navigation
devices. People who are deaf-blind may rely on the services of Interveners who relay
and facilitate auditory and visual information and act as sighted guides. Interveners are
skilled in the communication systems used by people who are deaf-blind, including sign
language and Braille.
Tips for serving customers who are deaf-blind:
Don't assume what a person can or cannot do. Some people who are deaf-blind
have some sight or hearing, while others have neither.
A customer who is deaf-blind is likely to explain to you how to communicate with
them or give you an assistance card or a note explaining how to communicate with
them.
Speak directly to your customer as you normally would, not to the intervener.
Identify yourself to the intervener when you approach your customer who is deaf-
blind.
Don't touch or address service animals - they are working and have to pay
attention at all times.
Never touch a person who is deaf-blind suddenly or without permission unless it's
an emergency.
Appendix E
10
Serving Customers with Physical Disabilities
Physical disabilities include minor difficulties in moving or coordinating a part of the body,
muscle weakness, tremors and in extreme cases, paralysis in one or more parts of the
body. A person may have a physical disability from birth, such as Spina Bifida; they may
have a physical disability that they are born with but that does not present itself until later
in life, such as arthritis; or they may have a physical disability that they have acquired
from an injury, such as tendonitis. Physical disabilities may be constant, intermittent
(come and go, e.g., Multiple Sclerosis), or temporary (e.g. a broken leg). Physical
disabilities may affect an individual's ability to hold a pen; twist a doorknob; walk, get in
and out of vehicles; stand for extended periods of time; control the speed or coordination
of movements; balance; move one's arms or legs fully; climb stairs; reach, pull, push or
manipulate objects; or strength and endurance.
Tips for serving customers with physical disabilities:
Just because a person has one disability doesn't mean they have another. If a
customer has a physical disability, don't assume they have an intellectual or
developmental disability as well.
Speak normally and directly to your customer. Don't speak to someone who is with
them.
People with physical disabilities often have their own ways of doing things. Ask
before you help.
Be patient. Customers will identify their needs to you.
Wheelchairs and other assistive devices are part of a person's personal space,
don't touch, move or lean on them unnecessarily unless it's an emergency.
Provide your customer information about accessible features of the immediate
environment (automatic doors, accessible washrooms, etc.).
Keep ramps and hallways free of clutter.
Remove obstacles and rearrange furniture to ensure clear passage.
If a counter is too high or wide, step around it to provide service.
Provide seating for those who cannot stand in line.
Appendix E
11
Serving Customers with Speech or Language Impairments
Speech disability is a partial or total loss of the ability to speak. Typical disabilities include
problems with pronunciation, pitch and loudness, hoarseness or breathiness, stuttering
or slurring. People with severe speech disabilities sometimes use manual or electronic
communication devices.
Tips for serving customers with speech disabilities:
Just because a person has one disability doesn't mean they have another. For
example, if a customer has difficulty speaking; don't assume they have an
intellectual or developmental disability as well.
If you don't understand, ask your customer to repeat the information or write it if
necessary.
Don't interrupt or finish your customer's sentences. Wait for them to finish.
Be patient and polite, and give your customer whatever time he/she needs to get
his/her point across. Making a customer feel rushed will just increase anxiety which
often increases the speech difficulty.
If you are able, ask questions that can be answered 'yes' or 'no'.
If possible, communicate in a quiet area.
Patience, respect and a willingness to find a way to communicate are your best
tools.
Appendix E
12
Serving Customers with Learning Disabilities
Learning disabilities affect verbal and non-verbal information intake, retention,
understanding, processing, organization and use. People with learning disabilities have
average or above average intelligence, but take in and retain information and express
knowledge in different ways. Learning disabilities affect reading comprehension and
speed; spelling; the mechanics of writing; manual dexterity; math computation; problem
solving; processing speed; the ability to organize space and manage time; and
orientation, directions and way finding.
Tips for serving customers with learning disabilities:
Don't assume what a person can or cannot do. Just because a person may
process information differently or slowly does not mean they are unintelligent.
People with learning disabilities have average or above average intelligence; they
just take in, process and express knowledge in different ways.
Learning disabilities are generally invisible and ability to function varies greatly.
Respond to any requests for verbal information, assistance in filling in forms and
so on with courtesy.
Patience and a willingness to find a way to communicate are your best tools.
When you know that someone with a learning disability needs help, ask how you
can best help.
Speak normally and clearly, and directly to your customer.
Take some time -- people with some kinds of learning disabilities may take a little
longer to understand and respond.
Try to find ways to provide information in a way that works best for them. For
example, have a paper and pen handy.
Be courteous and patient and your customer will let you know how to best provide
service in a way that works for them.
Appendix E
13
Serving Customers with Intellectual or Developmental Disabilities
Intellectual disability affects an individual's ability to think and reason. It may be caused
by genetic factors, such as Down Syndrome, exposure to environmental toxins, such as
Fetal Alcohol Syndrome, brain trauma or psychiatric conditions. A person with an
intellectual disability may have difficulty with understanding and using spoken or written
information, understanding cause and effect, remembering information, articulating or
recognizing emotions, problem solving and reasoning, and understanding social norms
and appropriate social interaction.
Tips for serving customers with intellectual disabilities:
Don't assume what a person can or cannot do.
Remember that the person is an adult and unless you are informed otherwise, can
make their own decisions
Use plain language and speak in short sentences.
Make sure your customer understands what you've said.
If you can't understand what's being said, don't pretend. Just ask again.
Provide one piece of information at a time.
Be supportive and patient.
Speak directly to your customer, not to their companion or attendant.
Appendix E
14
Serving Customers with Mental Health Disabilities
Mental illness is a collection of disorders characterized by symptoms such as extreme
mood swings, disturbances in thought or perception, overwhelming obsessions or fears,
or high levels of debilitating anxiety. It can take many forms, just as physical illness does.
Some examples of mental illness are anxiety, depression, bipolar, schizophrenia,
obsessive compulsive disorder, personality disorders, eating disorders and organic brain
disorders. Medication is available to treat the symptoms of many of these illnesses;
however, the medication may cause other symptoms or side effects.
One in five Canadians will experience mental illness at some point in their lifetime. For
the most part, mental illnesses are invisible disabilities: it will not be obvious to you that
someone is experiencing a mental illness. Moreover, some of the symptoms a person
with a mental illness may display are often misinterpreted as that person being rude,
unintelligent, or strange.
A person experiencing mental illness may appear extremely uncomfortable and anxious
in social situations, have sudden panic attacks, lack energy, have difficulty concentrating
or making decisions, have rapid speech and racing thoughts, act impulsively, appear
disorganized or distracted, make false statements or inappropriate comments, tell
distorted or exaggerated stories, laugh inappropriately, exhibit blunt behaviour, or be
perceived as pushy or abrupt. It is important not to take these behaviours personally and
to keep in mind that a person may be acting in these ways because they are struggling
with hallucinations, anxiety, mood disorders, side effects from treatment medication, or
other mental health disabilities.
For further information about the types of mental health disabilities a person may
experience, visit www.cmha.ca
Appendix E
15
Tips for serving customers with mental health disabilities:
Treat a person with a mental health disability with the same respect and
consideration you have for everyone else.
If a customer asks for services in a blunt or impolite manner, consider that they
may be struggling with a mental illness; do not take it personally or become
offended; serve them politely and respectfully despite their attitude towards you.
Be patient. Customers with mental illness may appear distracted and have
difficulty concentrating or making decisions. Offer the option of moving to a less
busy environment to receive the services.
Be confident and reassuring. Listen carefully and work with your customer to
meet their needs.
If someone appears to be in a crisis, ask them to tell you the best way to help.
Appendix F
Form A: Request for Information and
Assistance in an Alternate Format
Name
Address
Telephone
Date of Request
Email Address
Request for information in an alternate format (in English):
Title of Document
Department of Origin
Date Required
Format (please
indicate with X)
Large
print
(indicate
font size)
Plain
language
Electronic
copy (indicate
acceptable file
types)
Audio
Braille
(indicate Braille
grade)
Request for American Sign Language Interpreter (ASL) Service:
Meeting
Date Required
Time Required
Duration of meeting
Location of meeting
Complete and return to the Accessibility Coordinator:
Email: [email protected]
Fax: 519-271-0531 x 141
Mail: 1 Huron St, Stratford, ON N5A 5S4
County of Perth
Site Plan Control Guidelines
Revision: Nov 6, 2008
Appendix H
County of Perth Site Plan Control Guidelines
3
Table of Contents
Introduction
4
Endorsement
5
Definitions
7
Site Plan Control - Accessible Design Checklist
8
Supplemental Document: Perth County Accessibility Guidelines
County of Perth Site Plan Control Guidelines
4
Introduction
The County of Perth supports the Provincial initiative to move toward a
province in which no accessibility barriers are created and existing ones
are removed. In Ontario, two-thirds of the population who are disabled is
over 50 years of age. The median age of the general population in Perth
County is 39 and 31% of the population is over 50 years of age. It is
therefore crucial to ensure Municipal facilities, properties and premises are
designated accessible and barrier free.
In accordance to the Accessibility for Ontarians with Disabilities Act, 2005
(AODA) the Councils of County of Perth and its Member Municipalities
developed a joint Accessibility Advisory Committee (AAC) whose mission is
to provide vision and advice to the Councils to create an accessible
community.
The 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, this document has been 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.
The Perth County Accessibility Advisory Committee would like to
acknowledge and thank the County of Huron and the City of Guelph for
their assistance in the research and development of this document.
Perth County Accessibility Advisory Committee
The Corporation of the County of Perth
1 Huron Street
Stratford, Ontario N5A 5A4
519-271-0531 ext. 140
[email protected]
County of Perth Site Plan Control Guidelines
5
Endorsement
WHEREAS the Perth County Accessibility Advisory Committee has
developed the Perth County Accessibility Guidelines;
AND WHEREAS the Council of the Corporation of the County of Perth has
endorsed the County of Perth Site Plan Control Guidelines;
AND WHEREAS Section 41(2)(f) of the Planning Act, R.S.O. 1990,
Chapter P.13. establishes no person may undertake any development until
they have submitted drawings which are sufficient to display (f) facilities
designed to have regard for accessibility for persons with disabilities.
The Council of the Municipality of _______________ now hereby endorses
the County of Perth Site Plan Control Guidelines as the Municipality of
___________________ standards to review drawings submitted under
Section 41 of the Planning Act to ensure that facilities, properties and
premises have been designed to have regard for accessibility for persons
with disabilities (s. 41(2)(f) of the Planning Act).
Guidelines Endorsed by
Council of the Corporation of the County of Perth
______________________
day/month/year
Guidelines Endorsed by
Council of the Township of Perth East
______________________
day/month/year
County of Perth Site Plan Control Guidelines
6
Guidelines Endorsed by
Council of the Township of Perth South
______________________
day/month/year
Guidelines Endorsed by
Council of the Municipality of North Perth
______________________
day/month/year
Guidelines Endorsed by
Council of the Municipality of West Perth
______________________
day/month/year
County of Perth Site Plan Control Guidelines
7
Definitions
Accessible: Describes a site, building, facility or portion thereof that
complies with this standard.
Barrier: Anything that prevents a person with a disability from fully
participating in all aspects of society because of his or her disability,
including a physical barrier, an architectural barrier, an information or
communication barrier, an attitudinal barrier, a technological barrier, a
policy or a practice.
Building: A structure occupying an area greater than ten square metres,
consisting of a wall, roof and floor or any of them, or a structural system
serving the function thereof, including all plumbing, fixtures and service
systems appurtenant thereto; or a structure occupying an area of ten
square metres or less that contains plumbing, including the plumbing
appurtenant thereto; or structures designated in the Ontario Building Code.
Disability: (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 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, (b) a condition of mental impairment or a development disability, (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 where
claimed or received under the insurance plan established under the
Workplace Safety and Insurance Act, 1997.
County of Perth Site Plan Control Guidelines
8
Site Plan Control - Accessible Design Checklist
The Accessible Design Checklist has been created to assist staff in
reviewing a site plan control application that has been submitted for
approval. The Checklist is a reference tool and should be used in
conjunction with the Perth County Accessibility Guidelines (supplemental
document).
Barrier-Free Entrances to Buildings
To be provided in accordance with the provisions of the Building Code.
Exterior Walks
Permanent, firm and slip-resistant surface.
Minimum width of 1100 mm.
Gradient not to exceed 1 in 20.
Must have level area adjacent to doorways.
Curb ramps, as required.
Ramps
Maximum gradient of 1 in 12.
Level area of at least 1670 mm by 1670 mm at top and bottom of ramp.
Level areas, as required, along the length of ramp.
Hand rails and curbs, as required.
Minimum width of 900 mm between hand rails.
Accessibility Signage (International Symbol of Accessibility)
To identify barrier-free entrances.
To identify accessibility parking spaces.
To identify location of accessible means of egress.
Illumination
Appropriate exterior lighting to illuminate barrier-free paths of travel,
exterior walks, ramps, and parking areas.
County of Perth Site Plan Control Guidelines
9
Accessible Parking Spaces
To be provided as close to the building as possible so as to minimize
travel distance to barrier-free entrance to building.
Easy access to exterior walkways and ramps from parking area.
To be sufficiently large enough for parking of vehicle, access to/from
vehicle, and any lift equipment as per applicable regulations.
Number of spaces provided to be in accordance with Building Code and
applicable Zoning By-law provisions.
Note: The above are requirements of current building and zoning
standards. Where the development community would like to provide a
greater level of accessibility they are encouraged to do so.
Where the current requirements of building and zoning standards change
as a result of changes to the Building Code, Zoning By-laws, etc., such
changes shall be incorporated into the foregoing Site Plan Control -
Accessible
Design
Checklist
without
the
need
for
any
further
approvals/endorsements of this Site Plan Control Guideline document.
The accessibility guidelines set forth in the foregoing Site Plan Control -
Accessible Design Checklist are not intended to and do not supersede any
exemptions that apply through the Building Code and/or Zoning By-laws.