Accessibility Standards for Customer Service

Accessible Formats: May include, but are not limited to, large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.

Accommodation: The arrangement(s) the Town makes or assistance it provides so that persons with disabilities can participate in the experiences available to others. Accommodation will vary depending on the person’s unique needs.

Communication Supports: Ways for people who cannot access verbal or audio information to receive it visually or ways for people who are non-verbal to communicate with people who speak. Supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Communications: Means the interaction between two or more persons or entities, or any combination of them, where information is provided, published, sent or received.

IAP: Individualized Accommodation Plan.

Information: Includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.

Website: A collection of related web pages published on Town servers or external hosted servers for the Town, that provide related information or communication content of records, images, videos, or any other digital assets, made either private or public.

Kiosk: An interactive electronic terminal, including a point-of-sale device, intended for public use that allows users to access one or more services or products or both.

Redeployment: The reassignment of employees to other departments or jobs within the organization.

Unconvertible: Means

1. It is not technically feasible to covert the information or communications.
2. The technology to convert the information or communications is not readily available.

Web Content Accessibility Guidelines: Means the World Wide Web Consortium (W3C) recommendation, entitled “Web Content Accessibility Guidelines” (WCAG).

Management will

• Educate employees and ensure compliance with all aspects of the policy.
• Demonstrate behaviours that are consistent with the policy.
• Provide support and guidance to staff members in fulfilling the policy.
• Ensure all staff are trained according to the requirements of the AODA legislation.
• When aware of areas of non-compliance, ensure appropriate action is taken.
• Regularly review AODA obligations and, where necessary, update all accessibility related policies, practices, and procedures.

Employees will

• Comply with all aspects of the policy.
• Demonstrate behaviours that are consistent with the policy.
• Participate fully in training as it relates to this policy.
• When aware of areas of non-compliance ensure their supervisor or manager is notified.

General Requirements

Multi-Year Accessibility Plan

The Town of East Gwillimbury shall establish and maintain a Multi-Year Accessibility Plan outlining a phased-in strategy to prevent and remove barriers and address the current and future requirements of the AODA. The Town of East Gwillimbury will report annually on the progress and implementation of the plan, post the information on the Town’s website, and will provide it in alternative formats upon request. The plan will be reviewed and updated, in consultation with persons with disabilities and the Accessibility Advisory Committee, at least once every five years.

Procuring or Acquiring Goods, Services or Facilities

When procuring or acquiring goods, services, or facilities, the Town shall incorporate accessibility criteria and features, and will do so as early as possible in the procurement process, except where it is not practical to do so. In which case, if requested, an explanation will be provided. Ensuring accessibility is incorporated into all procurement activities is the primary responsibility of the department who prepares these activities and contracts. Any third parties that provide goods, services, or facilities on the Town’s behalf must ensure their staff has received appropriate training as required by the AODA and its Regulations.

Self-Service Kiosks

The Town of East Gwillimbury shall take steps to make self-service kiosks accessible to persons with disabilities so they can be used independently and securely. The Town will consider accessibility features when designing, procuring, or acquiring self-service kiosks.

Training

The Town of East Gwillimbury will ensure that training on the requirements of the accessibility standards referred to in the Regulation and in the Human Rights Code, as it pertains to persons with disabilities is provided to:

1. All employees and volunteers;
2. All persons who participate in developing the Town’s policies; and
3. All other persons who provide goods, services or facilities on behalf of the Town.

Ongoing training will be provided to new employees as soon as practicable. If any changes are made to this policy or the Regulations, updated training will be provided.

The Town of East Gwillimbury shall maintain a record of training which includes the dates training was provided and the number of individuals to whom it was provided.

Information and Communication Standards Requirements

The Town of East Gwillimbury will create, provide, and receive information and communications in ways that are accessible to people with disabilities.
If the Town of East Gwillimbury determines that it is not technically feasible to convert the information/communication or the technology to convert it is not readily available, the Town will be obligated to provide the person who requires the information with:

1. An explanation as to why the information or communications are unconvertible; and
2. A summary of the unconvertible information or communications.

Emergency Information

If the Town of East Gwillimbury prepares emergency procedures, plans or public safety information and makes the information available to the public, the Town shall, upon request and as soon as practicable, provide the information in an accessible format or with appropriate communication supports.

Feedback

The Town shall establish a process for receiving and responding to feedback specifically regarding the manner in which the Town provides accessible goods or services to people with disabilities, as outlined in the Accessible Customer Service Policy.

Accessible Formats and Communication Supports

The Town of East Gwillimbury shall, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities:

1. in a timely manner that considers the persons’ accessibility needs; and
2. at a cost that is no more than the regular cost charged to other persons.

The Town will consult with the person making the request and determine suitability of an accessible format or communication support.

The Town will notify the public about the availability of accessible formats and communication supports.

Website Accessibility

The Town of East Gwillimbury shall make its website and web content conform with the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.1 Level AA other than criteria 1.2.4 (live captions) and 1.2.5 (pre-recorded audio descriptions).

Employment Standard Requirements

The Town of East Gwillimbury welcomes diverse applicants, including persons with disabilities.
The Employment Standard builds upon the existing requirements under the Ontario Human Rights Code in relation to how to accommodate individuals with disabilities throughout the job application process and the employment relationship. It applies to employees and does not apply to volunteers and other non-paid individuals.

Recruitment

The Town of East Gwillimbury shall notify employees and the public about the availability of accommodations for applicants with disabilities, including in job postings:

• During the recruitment process when job applicants are individually selected to participate in an assessment or selection process.
• If a selected applicant requests an accommodation, the Town shall consult with the applicant and provide or arrange for the provision of a suitable accommodation that considers the applicant’s disability.
• Notify successful applicants of the policies for accommodating employees with disabilities.

Employee Notification

The Town of East Gwillimbury shall inform employees of policies used to support employees with a disability, including but not limited to, policies on the provision of job accommodations that consider an employee’s accessibility needs due to a disability:

• As required to new employees as soon as practicable after they begin their employment.
• Whenever there is a change to existing policies on the provision of job accommodations that consider an employee’s accessibility needs due to a disability.

Accessible Formats and Communications Supports

In addition to, and where an employee with a disability requests it, the Town of East Gwillimbury will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:

• Information that is needed to perform the employee’s job;
• Information that is generally available to employees in the workplace; and
• Consultation with the employee making the request to determine the suitability of an accessible format or communication support.

Individual Accommodation Plan (IAP)

The Town of East Gwillimbury has in place a written process for the development of a documented individual accommodation plan for employees with a disability. This process includes:

• The employee’s participation in the development of the IAP.
• Assessment on an individual basis.
• Identification of accommodations to be provided.
• Timelines for the provision of accommodations.
• The Town of East Gwillimbury may request an evaluation by outside medical or other expert, at the Town’s expense, to assist with determining accommodation and how to achieve accommodation.
• The employee may request the participation of a representative from their bargaining agent, where represented, or otherwise a representative from the workplace not from a bargaining agent.
• Steps taken to protect the privacy of the employee’s personal information.
• Frequency with which the IAP will be reviewed and updated and the manner in which it will be done.
• If an accommodation request is denied, the reasons for denial are to be provided to the employee.
• Provided in a format that takes into account the employee’s disability needs.
• If requested, any information regarding accessible formats and communication supports provided.
• Identification of any other accommodation that is to be provided.

Return to Work

The Town has a documented return-to-work process in place for employees who were absent from work due to an injury or disability and require disability-related accommodations to return to work. Please refer to the Accommodation and Return to Work Policy for additional information.

Performance Management, Career Development and Advancement, and Redeployment

The Town of East Gwillimbury will consider the accommodation needs and/or individual accommodation plans of employees when:

• Using performance management processes.
• Providing career development and advancement information.
• Using redeployment procedures.

Workplace Emergency Response Information

The Town provides individualized workplace emergency response information to employees who have a disability:

• As soon as practicable after becoming aware of the need for accommodation due to the employee’s disability.
• If the disability is such that the individualized information is necessary, and the employer is aware of the need for accommodation due to the employee’s disability.
• If the employee who receives individual workplace emergency response information requires assistance, and with the employee’s consent, the Town of East Gwillimbury shall provide the workplace emergency information to the person designated by the Town to provide assistance to the employee.

The Town shall review the individualized workplace emergency response information when the employee moves to a different location in the organization, when overall accommodations needs or plans are reviewed, and when the employer reviews its general emergency response policies.

Transportation Standard Requirements

The Transportation Standard will make it easier for people to travel in Ontario, including persons with disabilities, older Ontarians and families traveling with children in strollers.
The Town of East Gwillimbury will:

• Consult with Accessibility Advisory Committee, persons with disabilities and the public to determine the proportion of accessible taxicabs required in the community, including steps to meet the need.
• Ensure taxicabs do not charge a higher fare or additional fee to persons with disabilities.
• Ensure taxicabs do not charge a fee for storage of assistive devices.
• Ensure taxicabs have appropriate information displayed on the rear bumper and available in an accessible format to passengers.

Design of Public Spaces for the Built Environment Requirements

The Town of East Gwillimbury shall meet the requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and in particular, the Design of Public Spaces Standards (Accessibility Standards for the Built Environment) in relation to:

• Recreational trails/beach access routes.
• Outdoor public-use eating areas like rest stops or picnic areas.
• Outdoor play spaces, like playgrounds in municipal parks.
• Exterior paths of travel, such as sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals.
• Accessible parking on and off street.
• Service-related elements such as service counters, fixed queuing lines and waiting areas.
• Scheduled preventative maintenance.

• Accessible Customer Service Policy
• Accommodation and Return to Work Policy

Policy Statement and Strategic Plan Linkages

 Through the establishment of the Accessibility Standards for Customer Service policy and supporting procedures and practices that respect the dignity and independence of persons with disabilities, the Town of East Gwillimbury is reflecting its commitment to sound governance, accountability and focus on service excellence in fulfilling its vision of being Our Town Our Future.

Purpose

Definitions

Taken from the Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07

 Assistive Device – shall mean an auxiliary aid such as communication aid, cognition aid, personal mobility aid and medical aid (i.e., canes, crutches, wheelchairs, or hearing aids etc.) to access and benefit from the goods and services offered by the Town of East Gwillimbury.

 Barrier - means anything that prevents a person with a disability from fully participating in all aspects of society because of the disability. Barriers may include a physical, architectural, and attitudinal barrier as well as, an information or communication barrier, technological barriers, a policy, procedure, or a practice.

 Disability - means any degree of physical disability including, but not limited to, diabetes, epilepsy, brain injury, paralysis, amputation, lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog, other animal, wheelchair or other remedial appliance or device; mental impairment or developmental disability; learning disability or dysfunction in understanding or using symbols or spoken language; mental disorder; or injury for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.

 Guide Dog or Service Animal - a “guide dog” means a guide dog as defined in section 1 of the Blind Persons’ Rights Act.

 For the purpose of this policy, an animal is a service animal of a person with a disability if:

a) it is readily apparent that the animal is used by the person for reasons relating to his or her disability: or

b) the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 Support Person – means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, or medical needs or with access to goods or services.

 A support person may be a paid support worker, a volunteer, a friend, or a family member; the support person does not need to have special training or qualifications.

Principles

 Equal Opportunity – service is provided to a person with a disability in such a way that they have an opportunity to access Town goods or services equal to that given to others.

 Independence – when a person with a disability has the freedom to do things on their own without unnecessary help or interference from others.

 Integration – service is provided in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternate measure is necessary to enable a person with a disability to access goods or services.

Policy Provisions

Accessible Customer Service:

The Town of East Gwillimbury shall make reasonable efforts to ensure that its policies, procedures, and practices as amended from time to time are consistent with the following principles:

 a) The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.

 b) The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.

c) Persons with a disability must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

Assistive Devices:

The Town of East Gwillimbury permits a person with a disability to use and keep with them their own personal assistive devices to obtain, use or benefit from the goods or services offered by the Town of East Gwillimbury.

 Where Town-owned assistive devices are available, appropriate staff within the applicable department will be knowledgeable of the presence and trained in the use of the assistive devices. Staff will be available to assist with the Town owned assistive devices if requested for use by an individual.

Communication:

Town of East Gwillimbury employees, when communicating with a person with a disability, shall do so in a manner that takes into account the person’s disability.

Service Animals and Support Persons:

 The Town of East Gwillimbury shall allow a person with disability, who requires to be accompanied by a support person into all Town premises that are owned or operated public facilities. Both persons are permitted to enter the premises together and the person with a disability will have access to their support person

 A support person, when assisting a person with a disability to obtain, use or benefit from the Town’s goods and/or services, will be permitted to attend at no charge where an admission fee is applicable.

 The Town of East Gwillimbury allows a person with a disability to be accompanied by a guide dog or other service animal onto all Town of East Gwillimbury owned and operated public facilities and will ensure that the person is permitted to keep the animal with him or her unless the animal is otherwise excluded by law.

 If the service animal is excluded by law from the facility, the Town of East Gwillimbury will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the Town of East Gwillimbury’s goods and services.

Notice of Temporary Disruption:

Notice of Service Disruption shall be provided when facilities or services that people with disabilities usually use to access Town of East Gwillimbury goods or services are temporarily unavailable or if the goods or service are expected in the near future to be temporarily unavailable, in whole or in part.

 The Notice must include the following information:

a) The reason for and information about the disruption

b) Anticipated duration

c) Description of alternative facilities or services, if available

d) Contact information

 Notice may be given by posting information in a conspicuous place on the premises, on the Town’s website or any other such method as is reasonable in the circumstances.

Training:

The Town of East Gwillimbury shall ensure the following persons will or have received training regarding the provision of its goods and services to persons with disabilities.

1. 1. Every person who deals with members of the public or other third parties on behalf of the Town, whether the person does so as an employee, agent, volunteer or otherwise.
   2.  Every person who participates in developing the Town’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

The training shall include but is not limited to the following:

1. 1. Review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and requirements of the Accessibility Standards for Customer Service Ontario Regulation 429/07;
   2. Instruction on how to interact and communicate with people with various types of disabilities;
   3. Instruction on how to interact with persons with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or support person;
   4. Instruction on how to use equipment or devices available at Town premises or that are otherwise provided by the Town, that may help persons with disabilities access Town services, such as telephones, elevators, kiosks, listening devices or other technology; and
   5. Instruction on what to do if a person with a disability is having difficulty accessing the Town of East Gwillimbury’s services.

 Training shall be provided to each person as soon as practicable and training records shall be maintained to ensure compliance with the legislation.

Feedback:

The Town is committed to providing accessible formats and communications supports for people with disabilities upon request. To request an accessible format or communication support please contact Customer Service at 905-478-4282 or email Customer Service.

Notice of Availability of and Format of Documents:

 The Town shall provide notice that upon request it will provide a copy of the following policies, procedures and practices required under Ontario Regulation 429/07 Accessibility Standards for Customer Service to any person.

 Town policies, procedures, and practices on the provision of goods or services to persons with disabilities – including a policy on the use of personal assistive devices by persons with disabilities to access Town goods or services.

Service animals and support persons – Policy, procedures, and practices with respect to the entry of service animals and support persons to those areas of the premises that are owned or operated by the Town, where such are open to the public.

Notice of temporary disruption – the steps that will be taken in connection with a temporary planned or unexpected disruption to facilities or services that persons with disabilities usually use to access Town goods or services.

Training – description of the Town policy on providing training on accessible customer service.

Feedback process – description of the process for receiving and responding to feedback on the manner in which the Town provides goods or services to people with disabilities.

Format of Documents:

Should the Town be requested to provide a person with a disability any document noted in this section, the Town will give the person the information contained in the document, in a format that takes into account the person’s disability.

 If a person with a disability asks for a document in a different format, staff will discuss what options are available to the individual and then agree upon the format the Town will provide.

Accountability

Responsibilities

Responsibilities of Management:

• Educate employees and ensure compliance with all aspects of the policy.
• Demonstrate behaviours that are consistent with the policy.
• Provide support and guidance to staff members in fulfilling the policy.
• Ensure all staff are trained according to the requirements of the legislation.
• When aware of areas of non-compliance ensure appropriate action is taken.

Responsibilities of Employees:

• Comply with all aspects of the policy.
• Demonstrate behaviours that are consistent with the policy.
• Participate fully in training as it relates to this policy.
• When aware of areas of non-compliance ensure the supervisor or manager is notified.
• The Town of East Gwillimbury is committed to providing accessible formats and communications supports for people with disabilities upon request.

Exclusions

Feedback