Providing Goods and Services to People with Disabilities

Downtown Montessori/Day Care Connection is committed to excellence in serving all clients including people with disabilities. Some of the core values of DTMS/DCC are the dedication to diversity and inclusion, which ensure that we show mutual respect for each other within the community and beyond. This commitment to a culture of dignity, integration, equality of opportunity and independence is necessary in fostering a rich learning and working environment.

Assistive devices

We will ensure that our workers are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

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 with the exception of the kitchen in accordance with Ontario regulation 562 under the Health Protection and Promotion Act. The Nutritional Staff will come out of the kitchen to communicate with a person with a service animal.

Support persons

A person with a disability will be allowed to have a support person accompany them on our premises.

Fees will not be charged for a support person to accompany the person with a disability on the DTMS/DCC premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities such as an accessible washroom, elevator or ramp if applicable, DTMS/DCC will notify clients 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.

The notice will be placed at or near the area of disrupted service.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR)
• AccessForward Customer Service Standard Module with certificate retained in worker’s file
• DTMS/DCC’s Accessibility Policy and Multi-Year Accessibility Plan
• How to interact and communicate with people with various types of disabilities
• Finding out how to communicate with a person with a disability by asking verbally or via a note how one can help
• How to interact with people with disabilities who use an assistive device or the assistance of a service animal or a support person
• How to use the Relay Service or other methods which may help with providing goods or services to people with disabilities
• The Relay Service is for communicating with a person who is deaf, orally deaf, deafened or hard of hearing and can be accessed at 1-800-855-0511. There is no charge for local calls; standard charges apply for long distance calls
• Staff will be trained to communicate with customers over the telephone in clear, plain language and to speak clearly and slowly
• What to do if a person with a disability is having difficulty in accessing the DTMS/DCC goods and services

Workers will also be trained when changes are made to our accessible customer service plan.

Feedback process

DTMS/DCC will ensure that the process for receiving and responding to feedback is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications upon request.

Clients who wish to provide feedback on the way DTMS/DCC provides goods and services as well as support to people with disabilities can e-mail, communicate verbally, leave a suggestion, etc. All feedback will be directed to Manjit Dhaliwal, Director of Administration. Clients can expect a response within five business days. Complaints will be addressed according to our organization’s regular complaint management procedures.  Complaints can be directed to a Director via email, in person with an appointment or by filling in a Discrimination/Harassment Complaint Form.  A response indicating that the complaint has been received and will be investigated will be provided within 2 business days.

DTMS/DCC is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs. We will consult with a person making a request to determine the suitability of an accessible format or communication support.

DTMS/DCC will provide accessible formats and communication supports at no additional cost and as quickly as possible when a person with a disability asks for them, taking into account the specific accessibility needs of the person with a disability.

DTMS/DCC will notify the public about the availability of accessible formats and communication supports.

DTMS/DCC has made all websites and publicly available web content on those sites conform with WCAG (Web Content Accessibility Guidelines) 2.0, Level AA.

DTMS/DCC will ensure that existing feedback processes are accessible by providing accessible formats and communication supports upon request.

DTMS/DCC will ensure that all publicly available emergency information is made accessible upon request.

Workers will complete the AccessForward Information and Communications Standard Module with certificate retained in worker’s file as soon as possible after being hired or beginning duties.

Accessible Emergency Information DTMS/DCCis committed to providing clients with publicly available emergency information in an accessible way upon request. We will also provide workers with disabilities with individualized emergency response information when necessary.

2.1 This plan will be reviewed and updated at least once in every five years consistent with the IASR requirements, and will be posted on DTMS/DCC websites.

2.2 All workers (staff/providers, students, volunteers) must review this policy with the Manager prior to commencing work and/or at the discretion of DTMS/DCC.

2.3 A written record of the review must be signed and dated by those participating in the review.

2.4 Records of reviews are to be kept on file in a secure location for at least three years from the time of entry.

3.1 This policy applies to any person employed/contracted/assigned throughout the DTMS/DCC organization.

3.2 The requirements outlined in the accessibility standards do not replace or affect legal rights or obligations that arise under the OHRC and other laws relating to the accommodation of people with disabilities.

3.3 Based on the nature of DTMS/DCC’s service, there may be instances where the accessibility standards are in conflict with other provincial laws, e.g. the Child Care and Early Years Act (CCEYA). If there is a conflict, DTMS/DCC understands that the final authority is the law that gives people with disabilities the most access to participating fully in Ontario in the areas of goods, services, facilities, employment, accommodation, buildings, structures, or premises. If this conflict should occur, DTMS/DCC will seek advice from the applicable laws/acts to ensure compliance and fairness.

4.1 Workers are expected to:

4.1.1 Implement standards of accessibility outlined in the accessibility plan as described in this AODA and Accessibility Standards policy pertaining to customer service, communication, and information.

4.2 Managers, Directors, and the Executive Directors are also expected to:

4.2.1 Ensure the standards of accessibility regarding customer service, communication, and information are understood and implemented by all workers.

4.2.2 Implement the standards of accessibility pertaining to employment.

5.1 Client

5.1.1 For the purposes of this policy and the Customer Service Standard (AODA), ‘client’ refers to current and potential clients of DTMS/DCC.

5.2 Disability

5.2.1 As defined by the OHRC, disability refers to:

5.2.1.1 any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

5.2.1.2 a condition of mental impairment or a developmental disability;

5.2.1.3 a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

5.2.1.4 a mental disorder;

5.2.1.5 an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act; or

5.2.1.6 disabilities of different severity, visible as well as non-visible disabilities, and disabilities of which the effects of which may come and go.

6.1 Accessibility Plan

6.1.1 The accessibility plan which includes the following standards for customer service, communication and information, and employment will be reviewed every five years, or as required to meet related legislation.

6.1.2 Customer Service Standard

6.1.2.1 Ensure that people with disabilities have equal access to DTMS/DCC’s services.

6.1.2.2 Communicate with clients in a way that takes into account a person’s disability.

6.1.2.3 Allow clients to use their personal assistive devices.

6.1.2.4 Allow clients to be accompanied by a service animal, unless excluded by law (ex. kitchen). If not permitted, DTMS/DCC will strive to provide the service in an alternate way.

6.1.2.5 Allow clients to bring a support person when accessing services in DTMS/DCC facilities.

6.1.2.6 Provide advance notice of any applicable fees that will be charged for the support person of a client with a disability.

6.1.2.7 Provide prompt notice when DTMS/DCC facilities or services used by clients with disabilities are temporarily disrupted.

6.1.2.8 Train all workers who provide direct service (on behalf of DTMS/DCC) to clients who have a disability.

6.1.3 Communication and Information Standard

6.1.3.1 Receive and respond to feedback from people with disabilities about the way DTMS/DCC provides service to people with disabilities.

6.1.3.2 Make documents publicly available and provide accessible formats upon request.

6.1.3.3 Meet the communication needs of people with disabilities.

6.1.3.4 Provide individualized workplace emergency response information to workers who have a disability, if necessary.

6.1.4 Employment Standard

6.1.4.1 Apply accessibility and accommodation throughout the employment lifecycle.

6.1.4.2 Train workers who are involved in recruitment, performance management, and policy development on the accessibility standards.

6.1.4.3 Provide applicants with the opportunity to request accommodation before participating in the recruitment process.

6.1.4.4 Have policies in place surrounding disability management, workplace accommodation, and return to work procedures. Ensure workers are aware of these policies.

6.1.4.5 Performance management processes will take into consideration a person’s disability and accessibility needs, including any individual accommodation plans.