Policy and AODA


ACCESSIBLE CUSTOMER SERVICE PLAN

 

Providing Good and Services to People with Disabilities

Chimo Youth and Family Services is committed to excellence in serving all customers including people with disabilities.

ASSISTIVE DEVICES

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods and 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.

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.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Chimo Youth and Family Services 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.

The notice will be made publically at the affected location as well as at 227 Kent St W, Lindsay.

TRAINING

Chimo Youth and Family Services will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf.  Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our good and services. 

Individuals in all programs and sites will be trained.  Staff will be trained on Accessible Customer Service within 30 days after being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Chimo Youth and Family Service’s plan related to the customer service standard
  • How to interact and communicate with people with various disabilities
  • How to interact with people with disabilities who use and assistive device or require the assistance of a service animal or support person
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods and services to people with disabilities
  • What to do if a person with a disability is having difficulty accessing Chimo Youth and Family Service’s goods and services

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

FEEDBACK PROCESS

Customers who wish to provide feedback on the way Chimo Youth and Family Services provides good and services to people with disabilities can provide feedback in the following ways: written letter, email, phone or face to face discussion. 

All feedback, including complaints will be handled in the following manner: information will be passed on to the Executive Director and he/she will deal with the issue within 10 days of complaint by way of written letter, email response, phone call or face to face discussion.  If issue is not resolved at this point information will be passed on to the Board of Directors and they will respond in written letter, email, phone or face to face discussion within 20 days of information being passed on.

NOTICE OF AVAILABILITY

Chimo Youth and Family Services will notify the public that our documents related to accessible customer service are available upon request by posting a notice at all locations and on the web site.

MODIFICATION TO THIS OR OTHER POLICES

Any policy, practice or procedure of Chimo Youth and Family Services that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

 

Statement of Commitment to Accessibility         
 

Chimo Youth & Family Services Inc. is committed to providing a barrier-free environment for our clients/customers, patients, students, employees, job applicants, suppliers, visitors, and other stakeholders who enter our premises, access our information, or use our transportation services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment, and Transportation, and eventually, for the Built Environment.

 

Approximately 1.8 million Ontarians lives with a disability, and as the population grows older, this number will also increase. Our organization has made a commitment to accessibility for everyone who uses our services because this makes good business sense, and it is also a legal obligation. Our organization has an important responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance with accessibility legislation by incorporating policies, procedures, equipment requirements, training for employees, and best practices. We will review these policies and practices on a regular basis. Our commitment to making our organization accessible to everyone includes the integration of accessibility legislation with our policies, procedures, programs, and training. We are committed to reviewing and incorporating the following information with our employees:

 

 

  • Legislation regarding the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005.
  • Integrated Accessibility Standards for Information and Communications, Employment, and Transportation.
  • Accessible employment practices such as recruitment, assessment, and selection.
  • Developing emergency response plans and individual workplace accommodation plans for employees with disabilities.
  • Customer service standards.
  • Accessible communication supports and information formats (both digital and non-digital).
  • Communicating with people with various forms of disabilities.
  • Accessible websites and web content.

 

  •  Assistive devices, mobility aids, service animals and support persons.
  • Transportation vehicles and equipment requirements.
  • Notices of service disruptions (temporary or long-term).
  • (Company/Organization Name)’s relevant policies and procedures regarding accessibility.
  • Reporting procedures.
  • Training procedures.

 

Chimo Youth and Family Services Inc. realizes that providing accessible and barrier-free environments for everyone is a shared effort. As a community, all businesses and services must work together to make accessibility happen. For more detailed information on our accessibility policies, plans, and training programs, please contact Human Resources Department.