NEOFACS_AODA_IASR_Multi_Year_Plan_EN_draft

In fulfilling our mission, NEOFACS strives at all times to provide services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other service users.

PROCEDURES

1. PROVIDING ACCESS SERVICES TO PEOPLE WITH DISABILITIES

NEOFACS is committed to excellence in serving all service users including people with disabilities and we carry out our functions and responsibilities in the following areas:

1.1 Communication

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

b) We train staff who communicate with service users on how to interact and communicate with people with various types of disabilities.

LINKS WILL GO TO PDF VERSIONS OF THE POLICIES
Refer to Form: Gathering Information on Disability and Accessibility
Refer to Form: Accessibility Plan for Services

1.2 Telephone Services

a) We are committed to providing fully accessible telephone service to our service users. We train staff to communicate with service users over the telephone in clear and plain language and speak clearly and slowly.

b) We offer to communicate with service users by other means of communication that apply, (e.g. e-mail, TTY, relay services, video conference) if telephone communication is not suitable to their communication needs or is not available.

1.3 Assistive Devices

a) We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We ensure that our staff is trained and familiar with various assistive devices that may be used by service users with disabilities while accessing our goods or services.

b) We ensure that staff knows how to use the assistive devices as available on our premises for services users.

1.4 Billing

a) We are committed to providing accessible invoices to all of our service users. For this reason, invoices are provided in the following formats upon request: [for example, hard copy, large print, e-mail, etc.).

b) We answer any questions service users may have about the content of the invoice in person, by telephone or e-mail.

2. USE OF SERVICE ANIMALS AND SUPPORT PERSONS

a) We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

b) We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter NEOFACS’ premises with his or her support person.

c) At no time when a person with a disability who is accompanied by a support person is prevented from having access to his or her support person while on our premises.

d) A fee is not charged for support persons for admission to NEOFACS’s premises.

3. NOTICE OF TEMPORARY DISRUPTION

a) NEOFACS provides service users with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice includes information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

b) The notice is placed at all public entrances on our premises. Service users are contacted about disruptions through other means of communication, for example, e-mail, by telephone, verbally, on website.

LINKS WILL GO TO PDF VERSIONS OF THE POLICIES
Refer to Form: Service Disruption templates

4. TRAINING FOR STAFF

a) NEOFACS provides training to all employees, volunteers and others who deal with the public, and all those who are involved in the development and approvals of policies, practices and procedures. Individuals in the following positions are trained, Executive Director, Director of Services, Program Managers, Human Resources, employees, students and volunteers.

b) This training is provided within a month after staff has been hired and before staff commence their duties.

c) Training includes the following:
i. The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
ii. How to interact and communicate with people with various types of disabilities
iii. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
iv. How to use the equipment or devices, e.g. TTY, etc., available on Centre’s premises or otherwise that may help with the provision of services to people with disabilities.
v. What to do if a person with a disability is having difficulty in accessing NEOFACS’s services (i.e. service disruption, feedback process)
vi. NEOFACS’s policies, practices and procedures relating to the Customer Service Standard.

d) Staff are trained on policies and procedures that affect the way NEOFACS’s services are provided to people with disabilities. Staff are also trained on an ongoing basis when changes are made to these policies, practices and procedures.

5. FEEDBACK PROCESS

a) The ultimate goal of NEOFACS is to meet and surpass customer expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

b) Feedback regarding the way NEOFACS provides services to people with disabilities can be made using different means of feedback; for example, e-mail, verbally, feedback form, etc.. All feedback is directed to the Director of Human Resources who is the person responsible for receiving feedback. Service users can expect to hear back within 2 working days.

c) Complaints are addressed according to complaint categories already established in the Agency’s complaint management procedures.

LINKS WILL GO TO PDF VERSIONS OF THE POLICIES
Refer to form: Accessibility Feedback Form
Refer to form: Record of Accessibility Feedback

6. MODIFICATIONS TO THIS OR OTHER POLICIES

a) We are committed to developing NEOFACS policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes are made to this policy before considering the impact on people with disabilities. Any policy of NEOFACS that does not respect and promote the dignity and independence of people with disabilities are modified or removed.

7. QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence to people with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Director of Human Resources of NEOFACS.