Caledon Community Services is committed to serving all clients, including those with limitations and disabilities, with the respect and dignity they deserve. We believe in equal opportunity for all; this means all clients will receive their goods and services with the same standards of excellence, regardless of limitations and disabilities. We are committed to removing and preventing barriers to ensure accessibility for all clients, staff, volunteers and stakeholders.
We continuously work towards improving accessibility and investigating new initiatives. We are removing barriers, both physically and mentally. We have adopted best practices to ensure our staff are properly educated. Our agency is committed to making our facility and its services available for all, meeting all the regulations under the Accessibility for Ontarians with Disabilities Act.
Introduction
Caledon Community Services (CCS) strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.
CCS is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.
Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians. The plan is reviewed and updated at least once every 5 years.
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.
We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
Customer Service
CCS is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.
We published our Customer Service Accessibility Policy on our website, which addresses how we serve all clients including people with disabilities. The policy covers multiple areas including assistive devices, communication, service animals, support persons, notice of temporary disruption, training, information and communications, and employment.
We gladly welcome comments on how we provide goods, services, or facilities to people with disabilities, and as such, there are many channels to provide feedback including our website, client, staff and volunteer surveys and complaint forms.
Information and Communications
CCS is committed to making our information and communications accessible to people with disabilities. To this end, our website was amended to meet the internationally recognized Web Content Accessibility Guidelines (WCAG) 2.1 Level AA website requirements. CCS’ website conforms to accessibility standards in regard to contrast and for navigation options for users who cannot use a mouse. Text to speech option on the website is available depending on the user’s browser.
We ensure that all clients have access to appropriate feedback mechanisms and can contact CCS in various ways (website, phone, email, mail) regarding concerns.
Internally, we have implemented a new phone system, whereas all phone calls can be received on multiple platforms (landline, cell and computer).
Any planned service disruption is communicated and posted as soon as known and a contact for further information accompanies any notice. Additionally, where available, an alternative for accessing the suspended service will be posted or available.
Employment
CCS is committed to fair and accessible employment practices. We have been notifying job applicants, volunteers, and new employees that accommodation can be made during recruitment, hiring, and as soon as practicable after beginning their employment.
We have updated our Employment Accessibility Policy to ensure compliance with Ontario’s accessibility laws. CCS has a confidential Request for Accommodations form to provide proactive support.
Training
CCS is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.
All employees receive, at the time of hire, training related to the AODA Customer Service Standards.
Transportation
CCS is committed to providing specialized transportation to Caledon seniors, people with invisible, short- and long-term disabilities to medical appointments, day programs, grocery shopping and wellness programs throughout Caledon, Brampton, Mississauga and surrounding areas.
In addition, CCS provides transportation to Caledon residents between the ages of 8 to 59 to work programs, volunteering, medical appointments, grocery shopping within Caledon and transfer spots to connect public transit.
Customer Service
CCS is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.
We will execute training renewals for the Customer Service Standard and will maintain records of training, including dates and number of people trained. CCS will provide refresher training every 2 years and will ensure accessibility training is integrated into onboarding with practical case studies.
Our accessibility policies and procedures will continue to reflect changes or advancements in the legislation, as applicable.
Information and Communications
CCS is committed to making our information and communications accessible to people with disabilities.
We will provide individualized workplace emergency response information to staff and volunteers with disabilities where necessary.
CCS will continue to design digital services with accessibility features (e.g. video-based guides) striving for all users to have equal access to information and functionality.
Employment
CCS is committed to fair and accessible employment practices.
CCS will, when creating new policies, procedures, and practices, ensure they are carefully reviewed to prevent employment barriers.
CCS will continue to proactively remove barriers across employment life cycle allowing employees to reach their full potential and will readily provide employees with disabilities alternative formats and accommodations using a process that is efficient and responsive.
CCS has a confidential "Request for Accommodation" form where employees can request accommodation when necessary.
Training
CCS is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.
All existing CCS employees will be required to take refresher AODA training on a scheduled basis as part of their annual learning track. This course will be managed and updated periodically by CCS to reflect any changes or advancements in the AODA.
Transportation
CCS is committed to accessible transportation services and to providing service to clients who need accommodations.
CCS will continue to provide specialized transportation to Caledon seniors, people with invisible, short- and long-term disabilities to medical appointments, day programs, grocery shopping and wellness programs throughout Caledon, Brampton, Mississauga and surrounding areas.
All CCS’ buses meet accessibility standards. In addition, CCS’ buses are equipped with GPS tracking, interior cameras and dash cams. Rides may be booked and confirmed either through phone calls or by email.
CCS will also launch food support delivery to eligible clients to ensure accessible services. In addition, mobile caseworkers and outreach will occur to provide accessible access.
Feedback Mechanisms
CCS is committed to improving our accessibility to our clients who need accommodation. A quarterly report summarizing accessibility concerns and how they were addressed will be reviewed internally for improvement purposes.
1. Statement of Commitment
CCS is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
CCS is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
CCS understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
CCS is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessible customer service policies align with the principles of independence, dignity, integration, and equal opportunity for people with disabilities.
2. Training
CCS is committed to training all staff and volunteers in accessible customer service, other Ontario accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
Training of our employees and volunteers on accessibility relates to their specific roles and includes:
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.
We maintain records of the training provided, including the dates on which the training was provided and the number of individuals to whom it was provided.
3. Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We ensure that our staff are trained and familiar with various assistive devices that CCS has either on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities. CCS will ensure that staff receive hands-on training on any assistive devices.
4. Communication
We communicate with people with disabilities in ways that consider their disability. This may include the following:
We will work with the person with disabilities to determine what method of communication works for them.
5. Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties.
When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
6. Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Fee/fare will not be charged for support persons.
In certain cases, this organization might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
Before making a decision, CCS will:
A separate consultation room where private discussions can take place will be provided, if required for privacy purposes.
7. Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CCS will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Services/Facilities include:
CCS will use multiple notification channels to notify the public. These will include:
8. Feedback Process
CCS welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Feedback may be provided in the following ways:
All feedback, including complaints, will be handled in the following manner:
CCS ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
9. Notice of Availability of Documents
CCS notifies the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
CCS will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
10. Self-Service Kiosks
We will incorporate accessibility features/consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks.
11. Information and Communications
We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
a) in a timely manner, taking into account the person’s accessibility needs due to disability; and
b) at a cost that is no more than the regular cost charged to other persons.
We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:
a) an explanation as to why the information or communications are unconvertible; and
b) a summary of the unconvertible information or communications.
We notify the public about the availability of accessible formats and communication supports by:
We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.1 Level AA website requirements in accordance with Ontario’s accessibility laws.
12. Employment
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodations needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
Our performance management process takes into account the accessibility needs of all employees.
13. Design of Public Spaces
CCS will implement universal design principles, and we will meet accessibility laws when building or making major changes to public spaces. Our public spaces include:
We put procedures in place to prevent service disruptions to the accessible parts of our public spaces.
14. Transportation
We meet accessibility laws when making our transportation services accessible. Our accessible transportation services include:
15. Changes to Existing Policies
Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
This document is publicly available. Accessible formats are available upon request.
16. Performance Management
CCS trains our managers to evaluate employees with disabilities fairly, and to consider alternative task completion methods when applicable.
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