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02-012 Accessibility Standards for Customer Service Policy_2009 Tillsonburg Community Centre Accessibility Standards for Customer Service Policy Prepared October 2009 First Draft Approved by: Director Community Services:__________________________ Parks and Facilities Manager:___________________________ Program Manager TCC:______________________ PURPOSE The purpose of this Customer Service Standards Policy is to establish procedures and best practices that are consistent with the core principles of independence, dignity, integration and equality of opportunity to permit persons with disabilities access to Municipal goods and services. STATEMENT The Tillsonburg Community Centre shall use reasonable efforts to ensure that its procedures and best practices are consistent with the principles of: • Providing goods or services in a manner that respects the dignity and independence of persons with disabilities. • Providing goods or services to persons with disabilities, and others, in an integrated manner, to the best of the Tillsonburg Community Centre’s ability where feasible and technically possible, to enable a person with a disability to obtain, use or benefit from the goods or services. • Providing persons with disabilities equal opportunity to obtain, use and benefit from the goods or services. • Provide persons with disabilities and/or support persons the use of assistive devices in the access of goods and services. • Ensuring that the Tillsonburg Community Centre Staff communicate with a person with a disability in a manner that takes into account the person’s disability. APPLICATION This policy shall apply to every person who deals with members of the public or their agents on behalf of the Tillsonburg Community Centre, whether the person is an employee, agent, volunteer or otherwise. DEFINITIONS “Assistive devices” are aids used by persons with disabilities (e.g. canes, crutches, wheelchairs, or hearing aids). “Disabilities” are as defined in the Ontario Human Rights Code. “Employees” shall mean any person who deals with members of the public or other third parties on behalf of the Tillsonburg Community Centre, whether the person does so as an employee, agent, volunteer or otherwise. “Persons with Disabilities” are those afflicted with a disability as defined under the Ontario Human Rights Code. “Service Animals” shall mean any animal individually trained to do work or perform tasks for the benefit of a person with a diability. “Support Person” shall mean any person, whether a paid professional, volunteer, family member or 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 or mobility. EXCLUSIONS This Accessibility Customer Service Standards Policy shall not apply during any period where Council has declared a “State of Emergency” as defined under the Emergency Management Act. DOCUMENTATION The Tillsonburg Community Centre shall, upon request, provide a copy of the policies, practices, and procedures identifying the Tillsonburg Community Centre’s commitment to provide access to goods, services and any documentation prepared and distributed by the Tillsonburg Community Centre in a form that takes into account the person’s disability as required under the Ontarion Regulation 429/07- Accessibility Standards for Customer Service- and in accordance with the Tillsonburg Community Centre’s Standards Policy. ACCESS TO THE TILLSONBURG COMMUNITY CENTRE The Tillsonburg Community Centre is committed to ensuring access for its customers to all goods and services in a form and manner that takes into account their disability in accordance with the Ontarians with Disabilities Act and the Ontario Building Code. NON-COMPLIANCE Failure to comply with this policy may result in disciplinary action up to and including termination. FEEDBACK The Tillsonburg Community Centre is committed to making every effort to ensure persons with disabilities have access to its goods and services. Similarly, the Tillsonburg Community Centre offers a mechanism to provide Feedback from our customers and provide the Tillsonburg Community Centre opportunities to learn and improve service delivery. The Tillsonburg Community Centre has provided a hard copy and electronic Feedback opportunity to capture comments and suggestions from persons with disabilities. In writing, in person, or telephone submitted to: Tillsonburg Community Centre 45 Hardy Ave Tillsonburg,On N4G 3W9 Phone: 519-688-9011 Fax: 519-842-4120 E-mail: jmcurdy@tillsonburg.ca SERVICE ANIMALS,SUPPORT PERSON(S) Service animals, such as guide dogs shall be permitted anywhere customers have access, except where Provincial Statute prohibits animals; including but not limited to food preparation areas. • When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behavior) an employee may ask the owner to remove the animal from the area or refuse access to goods or services. In order to provide goods and services to the person with the disability other reasonable arrangements shall be explored. • Service animals shall include, but not limited to: guide dogs, hearing alert animals, comfort or therapy animals, animals to alert oncoming seizures. • Customers are responsible for the care and supervision of the service animal and are permitted to keep the animal with him/her unless the animal is otherwise excluded by law. Support persons, assisting people with disabilities shall be permitted complimentary access to services when rendering assistance. • Every employee shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access goods and/or services. SERVICE DISRUPTION – NOTICE If a disruption to access of goods and services is planned, and expected, the Tillsonburg Community Centre shall provide reasonable notice and use the prescribed form in Appendix # 2. TRAINING • The Tillsonburg Community Centre will provide appropriate training to all employees and volunteers in providing goods and services to persons with disabilities; and will ensure that all contract service personnel (third parties) have received accredited Accessibility Customer Service training as part of their contractual obligations. • New employees, agents, volunteers and management shall recive training as soon as “practicable” after being assigned. • Ongoing training shall be provided regarding changes to policies, procedures and new equipment. The method, type and degree of training shall be consistent with the employee’s role in the Tillsonburg Community Centre and in terms of Accessibility for Ontarians with Disabilities Standards, and observing the core principles of Dignity, independence, integration and equal opportunity. TRAINING RECORDS Training records shall be maintained and shall include the names of employees, volunteers and management and the dates of specific training received and in what manner, and shall be recorded using the prescribed training record format in Appendix # 1. APPENDIX #1 ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY TRAINING RECORD Date: Location: Type of Training: Trainer: Name:___________________ Signature:________________ APPENDIX #2 ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY NOTICE OF DISRUPTION OF SERVICE TYPE OF DISRUPTION:__________________________________________________ REASON FOR DISRUPTION:______________________________________________ DURATION OF DISRUPTION: From:_____________ To:____________ Time(s):___________ Time(s):________ ALTERNATIVE FACILITIES OR SERVICE:_____________________________________ CONTACT:_____________________ Please post in a conspicuous place.