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Policy Number: Policy Subject: |
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GA-14 ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE
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LEGISLATIVE REFERENCE / AUTHORITY |
§ Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 § Accessibility Standards for Customer Service, O Reg. 429/07 § Ontario Human Rights Code, R.S.O. 1990, c. H. 19 |
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DATE APPROVED |
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DATE AMENDED |
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DATE TO BE REVIEWED |
2013 |
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REPORTING REQUIREMENT |
Reporting on compliance to be included in annual Board Performance Report |
LEGISLATIVE REFERENCES / AUTHORITIES
· The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was enacted into law by the Provincial Government in 2005 to ensure the development, implementation and enforcement of accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.
· The Accessibility Standards for Customer Service Regulation 429/07 (ASCS) is the first of five sets of standards to be issued by the Provincial Government in support of the AODA. The Regulation establishes accessibility standards for customer service and applies to every designated public sector organization, and to every other person or organization that has at least one employee in Ontario and that provides goods or services to members of the public or other third parties. The Regulation became law on January 1, 2008 and police services and police services boards must be compliant as of January 1, 2012.
· Section 1 of the Ontario Human Rights Code, R.S.O. 1990, c. H. 19 states that, “Every person has a right to equal treatment with respect to services, goods and facilities, without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability.”
BOARD POLICY
PURPOSE
The Ottawa Police Services Board is committed to providing equal treatment to people with disabilities with respect to the use and benefit of services, programs and goods provided by the Board, in a manner that respects their dignity and that is equitable in relation to the broader public.
This policy was created to provide direction to the Ottawa Police Services Board to ensure it is compliant with the requirements of the ASCS made under the AODA.
APPLICATION
This policy applies to all members and staff of the Ottawa Police Services Board, volunteers and third party contractors who deal with the public on behalf of the Board, and those who are involved with policy development.
DEFINITIONS
For the purposes of this policy, the following definitions shall apply:
1. Disability – is defined as prescribed in the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the Human Rights Code, R.S.O. 1990, c. H. 19, as follows:
a) 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,
b) a condition of mental impairment or a developmental disability,
c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d) a mental disorder, or
e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
2. Service Animals - are defined as prescribed in the Accessibility Standards for Customer Service, O. Reg. 429/07, as follows: “An animal is a service animal for a person with a disability:
1. If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
2. If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.”
3. Support Person – is defined as prescribed in the Accessibility Standards for Customer Service, O. Reg. 429/07, as follows: “A 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.”
POLICY REQUIREMENTS
It is the policy of the Ottawa Police Services Board to have procedures and practices in place that incorporate the following principles and provisions:
1. Principles
Services, programs and goods provided by the Board to people with disabilities shall be done in a manner that:
1. Accommodates disability-related needs by modifying the delivery of services, programs and goods to make them accessible to persons with disabilties
2. Reflects the principles of dignity and independence
3. Seeks to provide integrated services
4. Provides equal opportunity to obtain, use or benefit from the programs, goods and services.
2. Assistive Devices
Ottawa Police Services Board members and employees, volunteers and third party contractors shall accommodate the use of personal assistive devices such as scooters and Braille display boards. Assistive devices that are available for access to specific services and programs shall be kept in good working order and the public shall be informed of their availability. Assistive devices include, but are not limited to, Assistive Listening Devices and FM Loop systems.
3. Service Animals
Ottawa Police Services Board members and employees, volunteers and third party contractors shall accommodate the use of service animals by people with disabilities who are accessing Board services, programs or goods unless the animal is otherwise excluded by law, such as food preparation areas as prohibited by Food Premises, R.R.O. 1990, Reg. 562 under the Health Protection and Promotion Act, R.S.O. 1990, c. H.7.
4. Support Persons
Where a person with a disability accessing Police Services Board goods, services or programs is accompanied by a support person, Board members and employees, volunteers and third party contractors shall ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises.
5. Admission Fees
If the Police Services Board charges an admission fee in connection with a support person’s presence at an event or function, the Board shall ensure that notice is given in advance about the amount, if any, that is payable in respect of the support person accompanying a person with a disability.
6. Communications
1. When communicating with a person with a disability, Ottawa Police Services Board members and employees, volunteers and third party contractors shall do so in a manner that respects the person’s disability.
2. Publications printed by the Board shall be made available in alternate formats upon request by people with disabilities.
7. Notice of Service Disruption
In the event that there is a temporary disruption in the availability of facilities, services or goods used by persons with disabilities (e.g. temporary loss of elevator service), the Ottawa Police Services Board shall give notice to the public of the reason for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available. Such notice will be provided on the Board’s website and posted in appropriate places.
8. Training
1. All Board members, employees, volunteers and contractors who deal with the public on behalf of the Ottawa Police Services Board or who are involved in Board policy development shall receive training on accessible customer service. Training shall include information about the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c.11 and the requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07 as they pertain to the Board.
2. Training records shall be maintained, including dates when training is provided and the number of employees who received training.
3. The training shall be as outlined in the training program of the City of Ottawa.
4. Third party contractors shall be required to demonstrate to the Board that they are in compliance with the AODA Customer Service Standard training.
9. Feedback
Feedback about how services are delivered to people with disabilities shall be invited, forwarded to the appropriate personnel, responded to, documented and tracked. Feedback shall be collected by phone and TTY through the City’s 3-1-1, by email (ottawapoliceboard.ca) and in person at the Board’s office.
10. Documentation
1. Notice shall be given to persons to whom the Board provides goods or services that documents required by the Accessibility Standards for Customer Service Regulation are available upon request.
2. Documentation requested shall be given in a format that takes into account the person’s disability.
MONITORING REQUIREMENTS
On an annual basis, the Board shall review and assess the effectiveness of its Accessibility Standards for Customer Service policy and procedures.
Compliance with this policy shall be reported on in the annual report on Board performance.