Accessible Customer Service Plan - October 2011
In accordance with the Accessibility for Ontarians with Disabilities Act (2005)
Providing Goods and Services to People with Disabilities
Lead the Way 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 that may be used by customers 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.
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. Fees will not be charged for support persons.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, such as construction or maintenance of building entrance or washrooms, Lead the Way 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 placed at the front desk of our clinic.
Training for staff
Lead the Way will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained: Leadership and all administrative, clinical and support staff. This training will be provided to staff upon hire.
Training will include:
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An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard’s plan.
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Lead the Way’s plan related to the customer service standard.
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How to interact and communicate with people with various types of disabilities
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How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
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How to use Teletypewriter (TTY) and any other equipment that may help with providing goods or services to people with disabilities.
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What to do if a person with a disability is having difficulty in accessing Lead the Way’s goods and services.
Staff will also be trained when changes are made to your plan.
Feedback process
Customers who wish to provide feedback on the manner in which Lead the Way provides goods and services to people with disabilities can complete a client satisfaction survey available in the clinic or on our website, email, telephone, write a letter or verbally discuss with any staff member.
All feedback will be directed to the Executive Director. In the event a complaint is made, customers can expect to hear back from a staff member within 24 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of Lead the Way that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
**Lead the Way Policies and Procedures related to rights of the person served, clinical services, health & safety, human resources and leadership are in accordance with CARF standards and are available in written or electronic format at clinic locations**