| Section | Accessible Customer Service | ||
| Policy | 2.0 Accessible Customer Service Policy | ||
| Issued | Revised | ||
| Date | May 5, 2018 | Date | January 2, 2025 |
| Author | JHSKD | Author | Bidtnes & Associates |
2.0 Accessible Customer Service Policy
2.1 Policy Statement
The John Howard Society of Kingston and District is committed to enabling all people to access our programs and services. As such, the Society commits to preventing, identifying and removing barriers that impede the ability of people with disabilities to access programs and services.
Our policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
2.2 Statement of Commitment
The John Howard Society of Kingston is committed to providing an accessible environment for all individuals who may enter our premises, access our information, or use our services.
We strive to provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace and ensuring that new barriers are not created. The Society ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence.
2.3 Guidelines
The Society shall make every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:
- Allowing clients with disabilities to do things in their own ways and at their own pace when accessing programs, services, and facilities, as long as this does not present a health and safety risk.
- Using alternative methods of access when necessary to ensure that clients with disabilities have access to the same programs, services, and facilities in a similar manner.
- Considering individual accommodation needs when delivering programs and services.
- Communicating in a manner that takes into account the client’s disability and/or accommodation needs.
Upon request, the Society provides a person with a disability with a copy of this policy, or the information contained within it, in a format that meets their accessibility needs. Requests should be directed to Human Resources or the Executive Director.
2.3.1 Assistive Devices
Persons with disabilities may use their own assistive devices and company-provided assistive devices as required when accessing programs, services or facilities. In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, the site supervisor should be informed so that other reasonable measures can be put in place to ensure access.
2.4 Definitions
- Accessibility: Accessibility refers to ensuring that people of all abilities have opportunities to participate fully in everyday life. It describes the extent to which a service, product, device, or environment is designed to be usable and beneficial to as many individuals as possible. Accessibility encompasses the ability to access and benefit from systems, services, products, or environments. Accessible formats may include, but are not limited to, large print, recorded audio, electronic formats, braille, and other formats designed for people with disabilities.
- Disability: Any impairment, including a physical, mental, intellectual, cognitive, learning, communication, and sensory impairment, or functional limitation that is either permanent, temporary, or episodic in nature. It can be evident or not in interaction with a barrier to hinder a person’s full and equal participation in society.
- Barrier: A barrier is anything that prevents a person with a disability from fully participating in all aspects of society. Barriers can take various forms, including:
- Physical and Architectural Barriers: These occur in the built environment and impede access for people with disabilities (e.g., a building without an elevator or ramps).
- Information or Communication Barriers: These arise when information is not presented in formats accessible to people with disabilities (e.g., publications unavailable in large print, digital formats, Braille, or other accessible options).
- Technological Barriers: These occur when technology or its application fails to accommodate the needs of people with disabilities (e.g., a website that is not compatible with screen-reading software).
- Attitudinal Barriers: These stem from stereotypes or biases, resulting in people with disabilities being treated differently (e.g., speaking to a support person instead of addressing the individual with a disability directly).
- Systemic Barriers: These are embedded in policies, practices, or procedures, leading to unequal treatment or exclusion of people with disabilities (e.g., inflexible application processes that do not account for diverse needs).
- Assistive Device: An assistive device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities.
- Mobility aid: Any manual or electric wheelchair, scooter, boarding chair, walker, cane, crutch, prosthesis, or other aid that is specially designed to assist a person with a disability with a need related to mobility.
- Guide Dog: A guide dog is a highly trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
- Service Animal: A service animal is an animal that provides support to a person with a disability. While often a dog, it is not limited to dogs. An animal is considered a service animal if:
- It is easily identifiable as a service animal through visual indicators, such as a vest or harness; or
- The person provides documentation from a regulated health professional (e.g., physician, psychologist, nurse, or occupational therapist) confirming the need for the animal due to their disability.
- Support Person: A support person is an individual who accompanies a person with a disability, to help with communication, mobility, personal care or medical needs or with access to programs, services or facilities.
- Temporary Disruption: A short-term planned or unplanned disruption to facilities or services that people with disabilities usually use to access the Society’s programs or services.
2.5 Guide Dogs and Service Animals
A person with a disability may enter the Society’s premises accompanied by a guide dog or other service animal unless the animal is otherwise excluded by law (e.g. public health regulations). It should be noted that it is the responsibility of the person with the disability to ensure that their service animal is kept in control and with them at all times.
“No pet” policies do not apply to guide dogs or service animals. If a customer’s guide dog or service animal is excluded by law, the Society offers alternative methods to enable the person with a disability to access programs or services.
2.5.1 Guidelines
If it is not readily apparent that the animal is a guide dog or service animal, employees may respectfully ask whether an animal is a guide dog or service animal but must not ask the nature of the person’s disability or the purpose of the animal. If the individual reveals the animal is not a guide dog or service animal, they shall be asked to remove the animal from the premises promptly.
2.5.2 Care and Control of the Animal
A person who is accompanied by a guide dog or service animal is responsible for maintaining control of the animal at all times. If a guide dog or service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the owner, this should be reported to the site supervisor or designate who may ask them to remove their service animal from the premises.
2.5.3 Food Service Areas
A person with a disability who is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.
2.5.4 Allergies
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, the Society will make all reasonable efforts to meet the needs of all individuals.
2.6 Support Persons
A person with a disability may enter the Society’s premises accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to the support person while on the premises.
A support person, when assisting a person with a disability, may attend meetings, presentations, and other events on the premises and will be permitted to attend at no charge where an admission or registration fee would otherwise be applicable.
In situations where confidential information might be discussed, consent must be obtained from the person with a disability before any potentially confidential information is mentioned in the presence of the support person
The Society reserves the right to require a person with a disability to be accompanied by a support person when on the premises if a support person is necessary to protect the health and safety of the person with a disability or the health or safety of others on the premises. The Society will consult with the person with the disability and assess available information before making such a decision. Employees are informed of any such arrangements.
2.7 Notice of Temporary Disruptions
The Society makes all reasonable efforts to provide notice of any temporary disruptions to facilities or services that persons with disabilities rely on to access or use programs or services. In some circumstances, notice may not be possible.
- When disruptions occur without notice, the company informs customers by:
- Posting written notices in conspicuous places, including at the point of disruption and all entrances
- Post notices on the Society website
- Informing customers verbally upon arrival
- Contacting clients with appointments
- Notifying clients when they are making an appointment
- Any other method that may be reasonable under the circumstances.
- The following information is provided regarding the disruption, unless it is not readily available or known:
- Facilities, programs or services that are disrupted or unavailable
- Reason for the disruption
- Expected duration
- A description of alternative services or options that are available.
Employees are informed of this information as soon as reasonably possible in the event of a disruption so that they can inform customers and respond to inquiries.
2.7.3 Emergency Notifications
The Society provides emergency and public safety information, plans, procedures, maps and warning signs at evacuation points, and any other emergency alert information in accessible formats or with appropriate communication support, upon request. Alarm systems are both auditory and visual.
We will:
- Work with any individuals requesting information to best meet their needs
- Ensure emergency information can be seen, read, and heard by anyone, including people with disabilities
- If a person with a disability requires assistance in an emergency, make sure an employee is available to assist
2.7.4 Emergency Situations
Employees, contractors and volunteers of the Society shall be familiar with emergency procedures and how to assist clients, visitors or staff who may require help during an emergency, if applicable. In an emergency, follow the Society’s standard emergency guidelines, and employ the following when assisting persons with disabilities:
- “Ask First” if the person needs or wants your help – do not just assume that they do.
- Allow the person to identify how best to assist them.
- Do not touch the person, their service animal and/or their assistive device/equipment without their permission.
- Follow instructions posted on equipment and/or assistive devices during an emergency.
- Avoid attempts to lift, support or assist in moving someone unless you are familiar with safe techniques.
- Never administer any food or liquids to an unconscious or unresponsive person.
- Be aware that the individual may request that you use latex-free gloves to reduce the spread of viral infection to them.
- For persons who have hearing or sight impairments, use your finger to draw an “X” on their back to let them know you are there to help during an emergency.
- To communicate with a person with a hearing or sight impairment try tracing letters with your finger on the palm of their hand.
- To guide a person, offer them your arm instead of taking theirs and walk at their pace. Keep half a step ahead of them.
- Provide advance warning of upcoming stairs, curbs, major obstacles, or changes in direction.
- Do not restrain a person having a convulsion. Instead, roll them on their side to keep their airway clear and place something soft (e.g., your jacket) under their head to protect it from injury. Once the convulsion passes and they become conscious, help them into a resting position.
2.8 Feedback
The Society encourages feedback on the accessibility of our programs, services and/or facilities. We will ensure that feedback can be provided by persons with disabilities through various methods. Feedback forms, along with alternate accessible methods of providing feedback, are available upon request.
Feedback may be shared verbally (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail).
The Society addresses submitted feedback on a case-by-case basis and takes any actions necessary to remedy any issues. Clients or visitors who wish to submit feedback should be directed to Human Resources or the Executive Director.
2.9 Training
Training is provided to employees, contractors, volunteers and any other person who provides services, programs or facilities on behalf of the Society. Training is provided as soon as practicable.
For new employees, volunteers and contractors, training is provided during the onboarding process in the first four weeks. Revised training is provided in the event of changes to legislation, procedures, policies, or practices.
The Society keeps a record of training including the dates training was provided and the date the training certificate was completed. Where required, retraining is provided to ensure compliance with the company’s policies and procedures.
- Training covers the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005
- A review of the requirements of the customer service standards
- Instructions on how to interact and communicate with people with various types of disabilities
- Instructions on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog or other service animal or a support person
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities
- Instructions on what to do if a person with a disability is having difficulty accessing our services
- Policies, procedures, and practices of the company pertaining to providing accessible customer service to customers with disabilities