ACCESSIBIILTY FOR ONTARIANS WITH DISABILITIES ACT (AODA), CUSTOMER SERVICE STANDARD POLICY
Providing Customer Service to People with Disabilities
Toronto Health School (THS) has developed a policy to ensure that persons with disabilities have equitable access to program, services, and activities at the College in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
2. OUR VISION
THS’s objective is to improve everyone’s lives by sharing our expertise on how to become a licensed personal support workers through high-quality training
THS seeks to achieve our vision by providing services that respect the dignity and independence of people with disabilities. Additionally, we are committed to providing people with disabilities equal access to our services and allowing them to benefit from the same services, in the same location, and in the same manner as others.
4. PROVIDING SERVICES TO PEOPLE WITH DISABILITIES
THS is committed to providing exceptional service to all individuals, including those with disabilities, and will fulfil our roles and duties in the following areas:
- We will communicate with people with disabilities in systems that are accessible to them as per requests.
- Our employees will have proper training on how to connect and communicate with individuals who have a variety of disabilities using the concepts of dignity, independence, and equality.
- Upon request, individuals with disabilities will be offered alternative communication formats that will meet the needs of the individuals within a reasonable time frame.
- We are devoted to providing fully accessible telephone service. We will train employees to communicate with all individuals in a clear and courteous way over the telephone.
- We will propose new ways of communicating to all if telephone communication is not adequate for their communication needs or is unavailable.
4.2 ASSISTIVE DEVICES
- We are committed to providing services to people with disabilities who rely on assistive devices to obtain, use, or benefit from them.
- We will help ensure that our employees and volunteers are trained and knowledgeable about the various assistive devices that people with disabilities may use to access our goods and services.
- Exceptions may apply if THS identifies that the assistive device poses a risk to the health and safety of a disabled person or to the health and safety of others on the premises.
- As an outcome, if a person with a disability is unable to access goods or services at THS, THS will support by providing another option in a timely manner.
- The person with a disability is accountable for maintaining that his or her assistive device is always functioning in a safe and controlled manner.
4.3 BILLING / STUDENT ENROLMENT CONTRACTS
- We are committed to providing all people with easily accessible receipts. We will make every effort to provide receipts in alternative accessible formats to these individuals on a timely basis upon request.
- We will gladly address any questions from everyone may have about the receipt contents in person, over the telephone, or via e-mail
5. USE OF SERVICE ANIMALS AND SUPPORT PERSONS
- We are dedicated to accepting people with disabilities who are accompanied by a service animal on all public and third-party areas of our premises.
- Additionally, we will ensure that all employees, volunteers, and others who come into contact receive the proper training on how to interact with persons with disabilities who are accompanied by a service animal.
- Service animals are not permitted in areas where food is prepared or where they are otherwise prohibited by law.
- If a classroom, facility, or meeting room is unable to accommodate a service animal, alternative modifications may be made, including the following:
- Alternative meeting/class formats, such as teleconferencing or online meetings in areas where technology permits
- Providing goods or services at a different time or location
- Additional assistance measures are available to ensure the quality of a service being delivered.
- We are committed to providing accommodation for those with disabilities who are accompanied by a support person (s).
- Any individual with a disability who is escorted by a support person(s) will be permitted to visit THS premises with that person (s).
- At no point during their stay on our premises will a person with a disability who is accompanied by a support person(s) be denied access to his or her support person(s)
- The individuals shall choose if a service animal or support person(s) is required; however, if an employee or volunteer considers that a support person(s) should be present to safeguard the individuals’ or others’ health and safety, the following criteria shall be utilized to consult with the client:
- When a considerable risk to the health and safety of the disabled person or others exists;
- When there is no other way to eliminate or decrease the risk;
- When risk is assessed taking into account the duration of the risk, the nature and severity of the potential harm, the probability that the potential harm will occur, and the impending of the potential harm;
- When risk is assessed based on a person’s real traits, rather than based on generalization, misperceptions, ignorance, or worries about a disability / disable.
- Outside of regular classroom use, THS and third-party sponsors host workshops and seminars at our facilities.
- For such events, service animals and support persons are permitted access to THS facilities and meeting rooms that are open to the public, except when a third party charges a fee, and the support person(s) was not pre-registered and/or there is no vacancy.
- If admission to a workshop / seminar is permitted but fees are payable to a third party, the support person(s) may attend at their own expense.
- Costs associated with services (e.g., food) will be the support person’s responsibility (s).
- If admission to a workshop/seminar/event is permitted and fees are payable to THS, support person(s) are admitted free of charge.
- Other services (e.g., food) will be the support person’s responsibility (s).
- THS will require the presence of a service animal or support person(s) on its premises if it is necessary for the health and safety of a person with disabilities or for the health and safety of other persons.
- Students must attend class with their own service animal or support person (s).
- Students must inform the THS office when enrolling in a THS program that they will be attending courses with a service animal or support person (s).
- The Campus Director will be informed by the office that he or she will be attending courses with a service animal or other support person (s).
6. NOTICE OF TEMPORARY DISRUPTION
- THS provide notice to everyone in advance of any planned or unanticipated disruptions to facilities or services that are typically utilized by individuals with disabilities. This notification will contain information about the cause of the interruption, its projected length, and a description of available alternative facilities or services. THS will notify in the following ways:
- Placing notices at all our businesses’ public entrances and service counters.
- Concerned individuals will be notified of service disruptions by office employee(s) and/or instructor(s).
- Concerned individuals will be notified of the interruption by email and receive a telephone call from the office.
- If an unanticipated interruption occurs, persons with disabilities will be accommodated via the use of other modes of delivery, including:
- THS may offer an alternate site and time to provide products or services to a individuals with a disability (i.e. an another classroom location, etc. );
- Any such reasonable auxiliary steps available to facilitate the delivery of goods and services.
7. TRAINING FOR STAFFS
- THS will educate all employees, volunteers, and anyone who interact with the public or other third parties on their behalf, as well as all individuals involved in the preparation and approval of individuals service policies, practices, and procedures.
- All full-time, part-time, and contract employees, as well as all volunteers, will get AODA customer service training. This training will be required of all new employees, contractors, and volunteers. Annual training will be offered to existing personnel to ensure that all employees, contractors, and volunteers are up to date on any policy and procedure changes.
- Training will include the following:
- The Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements.
- How to engage and communicate with individuals who have a variety of disabilities
- How to communicate with individuals who are disabled and rely on an assistive device or a service animal or a support person
- How to use assistive gadgets that may aid in the supply of products or services to individuals with disabilities that are located on the premises
- What to do if a disabled person has trouble accessing THS’s goods and services
- THS’s customer service policies, methods, and processes.
- Employees who are applicable will get training on policies, practices, and procedures affecting how services are supplied to individuals with disabilities. Additionally, staff will be taught on an ongoing basis when these policies, practices, and procedures are modified.
8. FEEDBACK PROCESS
- THS’s ultimate target is to meet and exceed our customers expectations while supporting individuals with disabilities. We encourage and appreciate feedback on our services on how successfully those expectations are satisfied.
- THS welcomes feedback on how it delivers products and services to individuals with disabilities in person, over the phone, by mail, or by email. All comments should be addressed to:
Director of Human Resources
Toronto Health School
150 Duncan Mill Rd, Unit 2
North York, Ontario M3B 3M4
9. CHANGES TO THIS OR ANY OTHER POLICY
We are dedicated to establishing individuals service policies that respect and encourage the dignity and independence of individuals with disabilities. As a result, no modifications to this policy will be implemented without first evaluating the effect on individuals with disabilities.
10. CONCERNS ABOUT THIS POLICY
- This policy is in place to ensure that people with disabilities get exceptional service. If someone has a query concerning the policy or the objective of the policy, the Director at THS should be contacted or directed.
- On request, this information is available in an alternate format