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1.
POLICY STATMENT
The Township of South Stormont is committed to providing accessible
and inclusive services and facilities to all people, including people with
disabilities.
In providing good accessible customer service the Township of South
Stormont shall use reasonable efforts to ensure that policies,
practices and procedures are consistent with the following principles:
1. Goods and services will be provided in a manner that respects
the dignity and independence of persons with disabilities.
2. The provision of goods or services to persons with disabilities,
and others, will be integrated unless an alternate measure is
necessary, whether temporarily or on a permanent basis, to
enable a person with a disability to obtain, use or benefit from
the goods or services.
3. Persons with disabilities will be given an opportunity equal to
that given to others to obtain, use and benefit from the goods or
services.
4. Persons with disabilities may use assistive devices and/or
support persons in the access of goods and services.
5. That the Township of South Stormont employees, when
communicating with a person with a disability, shall do so in a
manner that takes into account the person's disability.
2.
APPLICATION
This policy applies to every person who deals with members of the
public or other third parties on behalf of the Township of South
Stormont, whether the person does so as an employee, agent,
volunteer or otherwise.
3.
LEGISLATIVE AUTHORITY
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
requires that obligated organizations establish and implement policies
TOWNSHIP OF SOUTH STORMONT
Title: Standard for Accessible Customer Service Policy
Department: All Departments Effective Date: October 23, 2019
and procedures governing how the organization will achieve
accessibility through meeting its requirements under the Act and its
regulations.
4.
DEFINITIONS
"Assistive devices" shall mean an auxiliary aid such as communication
aids, cognition aids, personal mobility aids and medical aids (i.e. canes,
crutches, wheelchairs, or hearing aids)
"Disabilities" shall mean the same as definition of disability found in the
Ontario Human Rights Code.
"Employees" shall mean every person who deals with members of the
public or other third parties on behalf of the Township of South Stormont,
whether the person does so as an employee, agent, volunteer or otherwise.
"Persons with Disabilities" shall mean those individuals that are afflicted
with a disability as defined under the Ontario Human Rights Code.
"Service Animals" shall mean any animal that is of service to a person with a disability
"Support Person" shall mean any person whether a paid professional,
volunteer, family member, friend who accompanies a person with a disability
in order to help with communications, personal care or medical needs or
with access to goods or services.
5.
PRINCIPLES
Accessible Customer Service follows four basic principles:
1. Dignity - service is provided in a way that allows the person with
a disability to maintain self-respect and the respect of other
people.
2. Independence - when a person with a disability is allowed to do
things on their own without unnecessary help or interference
from others.
3. Integration - service is provided in a way that allows the person
with a disability to benefit from the same services, in the same
place, and in the same or similar way as other customers, unless
an alternative measure is necessary to enable a person with a
disability to access goods or services.
4. Equal Opportunity - service is provided to a person with a
disability in such a way that they have an opportunity to access
your goods or services equal to that given to others.
These basic principles will be taken into account when serving individuals
with disabilities.
Staff will do the following:
1. Question what can I do to help people with disabilities access our
services?
2. Ask the individual "how can I help?"
3. When communicating with a person with a disability, do so in a
manner that takes into account the person's disability.
4. Offer a variety of methods of communication.
5. Understand the nature and scope of the service you offer.
6.
EXISTING POLICIES, PRACTICES AND PROCEDURES
Existing policies, practices and procedures will be reviewed and revised
on an ongoing basis as gaps in polices are identified and impact the
ability to provide goods or services to customers with disabilities.
Feedback from customers will be used to identify policy gaps.
7.
ASSISTIVE DEVICES
Every employee shall use reasonable efforts to allow persons with
disabilities to use their own assistive devices to access goods and/or
services.
8.
SERVICE ANIMALS
Service animals, such as guide dogs, offer independence and security
to many people with various disabilities. If it is questionable whether
an animal is a service animal, a person may be asked to provide a
letter from a physician or nurse confirming that the person requires
the animal for reasons related to a disability.
1. Every employee shall allow persons with disabilities to be
accompanied by their guide dog or service animal unless the
animal is excluded by law. Where an animal is excluded by law
from the premises, the reason why the animal is excluded shall
be explained and other reasonable arrangements to provide
goods and services shall be explored with the assistance of the
person with the disability.
2. The service animal shall be under the care and control of the
person with the disability. If a service animal is unruly or
disruptive, an employee may ask the person with the disability
to remove the animal from the area, and other reasonable
arrangements to provide goods or services shall be explored with
assistance from the person with a disability.
9.
SUPPORT PERSON(S)
Support person(s) assist people with disabilities in a variety of ways,
by assisting with communication such as an intervener sign language
interpreter, or as a Personal Support Worker providing physical
assistance. A support person may also be a friend or relative that will
assist and support the customer.
1. If a person with a disability is accompanied by a support
person, the Township of South Stormont shall ensure that
both persons are permitted to enter the premises together
and that the person with a disability is not prevented from
having access to the support person while on the premises.
2. In the event that admission fees are charged, there will be no
charge to the support person.
3. The Township of South Stormont may require a person with a
disability to be accompanied by a support person when on the
premises, but only if a support person is necessary to protect
the health or safety of the person with a disability or the
health or safety of others on the premises.
10.
SERVICE DISRUPTION - NOTICE
It is possible that from time to time there will be disruptions in service,
such as an entrance way that is under repair, renovations that limit
access to an area, service to an elevator, or technology that is
temporarily unavailable. If disruption in service is planned, and
expected, it is important to provide reasonable notice.
1. Notice of the disruption must include information about the
reason for the disruption, its anticipated duration and a
description of alternative facilities.
2. Notice will be provided on the website, signs posted at
appropriate sites, and if suitable advertised in local newspaper or
radio a week in advance of the disruption.
UNEXPECTED DISRUPTION IN SERVICE - NOTICE
1. In the event of an unexpected disruption in service, notice may
be provided in an appropriate manner and as quickly as possible.
2. Notice will be provided on the website, signs posted at
appropriate sites, and if suitable advertised on local radio
station.
3. In the event of a service disruption, alternative methods of
service may be considered and those impacted by service
interruption shall be informed of any alternative methods.
4. In the event of an unexpected disruption in service, notice may
be provided in an appropriate manner and as quickly as possible.
5. Notice will be provided on the website, signs posted at
appropriate sites, and if suitable advertised on local radio
station.
6. In the event of a service disruption, alternative methods of
service may be considered and those impacted by service
interruption shall be informed of any alternative methods.
11.
FORMAT OF DOCUMENTS
If a copy of a document is requested in a different format than
available to accommodate a person with a disability, the Township of
South Stormont will make every attempt to provide the information
requested in a format that is useful to the individual. The Township will
make every effort to ensure the information is provided in a timely
manner and at a cost that is no more than the regular costs charged to
other persons.
12.
DOCUMENTATION
1. Notice that the Township has a Standard for Accessible
Customer Service Policy will be posted at a conspicuous place on
premises operated by the Township of South Stormont and
posted on the Township website.
2. A copy of the documents will be given upon request and
consideration will be given to format to accommodate a person's
disability.
13.
TRAINING
Training on Accessible Customer Service Standards will be as follows:
1. Training will be given to every person who participates in
developing the policy, practices and procedures under Ontario
Regulation 191/11 - Customer Service Standards.
2. Training will be given to every person who deals with the public
on behalf of Township of South Stormont, including third parties
i.e. employees, agents, volunteers, management.
3. Training will include:
i.
A review of the purposes of the Accessibility for
Ontarians with Disabilities Act, 2005 and the
requirements of the customer service standard.
ii.
A review of the Township of South Stormont's Standard
for Accessible Customer Service Policy.
iii.
A review of the Ontario Human Rights Code where it
relates to people with disabilities.
iv.
A review of the accessibility standards that are relevant
to their work responsibilities.
v.
How to interact and communicate with persons with
various types of disability.
vi.
How to interact with persons with disabilities who use
an assistive device or require the assistance of a guide
dog or other service animal or the assistance of a
support person.
vii.
How to use equipment or assistive devices available on
our premises, or otherwise provided, that may help with
the provision of goods, services or facilities to a person
with a disability.
viii.
What to do if a person with a particular type of disability
is having difficulty accessing our goods, services or
facilities.
4. Current employees, Council, agents, volunteers, management,
etc. shall receive training no more than 3 years from their
previous training session.
5. New employees, agents, Council, volunteers, management, etc.,
shall receive training as soon as "practicable", after being
assigned.
6. Ongoing training on changes to policies, procedures, and new
equipment shall be provided.
7. The method and amount of training shall be geared to the
trainee's role in terms of accessibility.
8. Training records shall be kept, including the dates when the
training is provided, names of individuals to whom the training
was provided.
14.
FEEDBACK
Feedback from customers gives the Township of South Stormont the
opportunity to learn and improve. The Municipality encourages
individuals to make suggestions on ways to improve our services, and
recognizes the right of customers to make a complaint.
1. To ensure that the delivery of goods and services to those
individuals with disabilities is provided in an effective and timely
manner, the customer is invited to provide their feedback as
follows:
In writing, in person, e-mail, telephone, or disk, (or any other
agreed upon method) addressed to:
Township of South Stormont
P.O. Box 84, Long Sault, ON K0C 1P0
Attention: Director of Corporate Services/Clerk
Email:
[email protected]
Phone:
613-534-8889, Extension 201
Fax:
613-534-2280
2. The Director of Corporate Services/Clerk will respond either in
writing, in person, e-mail, telephone, or disk (or any other
agreed upon method) acknowledging receipt of feedback and will
set out the action to be taken in response to any complaints or
suggestions.
3. Feedback will be encouraged by Township staff and the process
for feedback will be explained to customers and posted on the
Township website.
4. Feedback will be used to assist with the revision of policies and
procedures to provide accessible customer service.