POLICY:
Halton Women’s Place (HWP) is required to meet obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The purpose of the Act is to develop, implement and enforce accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. The AODA Regulation 429/07 entitled “Accessibility Standards for Customer Service”, establishes accessibility standards specific to customer service and the provision of goods and services to the public. Private sector and non- profit organizations, like HWP, are required to be compliant by January 1, 2012.

HWP is committed to ensuring that the key principles of independence, dignity, integration and equality of opportunity as well as reasonable effort are reflected in its operations. HWP will strive to provide materials and services in a way that respects the dignity and independence of people with disabilities. All reasonable effort will be used to ensure that HWP policies, practices and procedures are consistent with the spirit and the requirements of the Accessibility Standards for Customer Service (Regulation 429/07).

PROCEDURE:
Many of the situations employees will encounter when delivering materials and services will be specific to the individual and the materials/services sought. The following procedures will assist HWP employees to provide materials and services consistent with HWP policy.

Communication with Persons with Disabilities
When communicating with a person with a disability, HWP will do so in a manner that takes into account the person’s disability.

Assistive Devices
A person with a disability may provide his/her own assistive device for the purposes of
obtaining, using and benefiting from HWP’s goods and services that are made available to
the public.

Service Animals
HWP welcomes people with disabilities who are accompanied by a service animal on the
parts of our premises open to the public. If a service animal is excluded by law from HWP
premises, HWP will ensure that alternative means are available to enable the person with a
disability to access HWP’s materials and services.

Support Persons
HWP is committed to welcoming people with disabilities who are accompanied by a support person providing the person meets and complies with the safety and security requirements of the shelter. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his/her support person while on our premises. In the event that a fee is charged in relation to a support person’s presence on HWP premises or to attend a HWP-sponsored event, advance notice of the fee will be provided.

Notice of Temporary Disruption
HWP will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where they have control over such facilities or services. This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. HWP will provide notice by posting information in visible places on our premises or on HWP’s website, or by any other method that may be reasonable under the circumstances.

Training for Staff
HWP will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:
the purposes of the AODA and the requirements of the Accessibility Standards for Customer Service;
information regarding HWP policies, practices and procedures relating to the customer service standards;
how to interact and communicate with people with various types of disabilities;
what to do if a person with a particular type of disability is having difficulty accessing your goods or services;
how to interact with people with disabilities who use an assistive device, service animal or support person; and
how to use the equipment or assistive devices that may be available at HWP.

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procedures and practices pertaining to the provision of materials and services. Staff will also be trained on an ongoing basis when changes are made to these policies, procedures and practices.

Feedback Process
Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of materials and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods. Information about the feedback process is available to the public through HWP’s website at www.haltonwomensplace.com.

Availability of Documents Required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07)
Documents required by the Accessibility Standards for Customer Service are available upon request. When providing a document to a person with a disability, HWP will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.

REFERENCE MATERIAL:
The Accessibility for Ontarians Disability Act, 2005 (AODA)
Accessibility Standards for Customer Service, AODA Ontario Regulation 429/07

FORMS USED WITH THESE PROCEDURES:
N/A

POLICY OVERVIEW:

Effective Date: February 21, 2012

Revised Date(s): June 15, 2021

Review Dates: June 15, 2021

Approved by: HWP Management Team, Executive Director