Accessibility Standards for Customer Service Policy
Purpose
The Learning Enrichment Foundation (LEF) is committed to providing accessible customer service to all individuals (the public and the staff) and to treat them with respect and dignity in accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07).
Goals
The objective of this policy is to reinforce LEF’s commitment to provide our services and conduct our programs for both the public and the staff in a manner that respects the dignity and independence of persons with disabilities. We are committed to ensuring that persons with disabilities have the same opportunities to access and benefit from our services in the same place and in a similar way as others and to the removal of any barriers that may impede full accessibility for people with disabilities. We seek customers comment and input about the accessibility of our services and programs.
Procedures
This policy is supported by procedures, which outline the detailed processes and accommodations pursuant to this policy. The supporting procedures include the following:
Communication:
When communicating with persons with disabilities, The Learning Enrichment Foundation will do so in a manner that takes into account their disability and in a manner that enables the person with disabilities to communicate effectively for purposes of requesting, using our facilities and receiving our services. This may mean an alternate format.
LEF is committed to providing fully accessible services to people with disabilities, and will train front-line staff to communicate with them in a clear and plain language and to speak clearly and slowly.
The Provision of Goods and Services:
The Learning Enrichment Foundation will use reasonable efforts to ensure that the provision of its goods and services are consistent with the following principles:
- LEF’s goods and services are provided in a manner that respects the dignity and independence of persons with disabilities;
- The provisions of LEF’s goods and services to persons with disabilities are integrated with those provided to those who do not have disabilities wherever possible and practical given any situation;
- Persons with disabilities are given an opportunity equal to that of those without disabilities to obtain, use or benefit from LEF’s goods and services wherever possible.
Assistive Devices:
A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from LEF’s goods and services. Exceptions may occur in situations where LEF has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others. In which cases, LEF may offer other measures to assist him or her in obtaining, using and benefiting from LEF’s goods and services, were LEF has such other measures available.
We will establish comprehensive procedures for emergency preparedness for persons with disabilities. These procedures will include an evacuation assistance, self-identification protocol for staff and evacuation procedures for the public.
It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
Service Animals:
LEF is committed to welcoming persons with disabilities who are accompanied by a service animal when they access our services and facilities and may keep the service animal with them if the public has access to such premises and the service animal is not otherwise excluded by law. If the service animal is excluded by law, LEF will use reasonable efforts to ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from LEF’s goods and services. We will ensure that all staff members are properly trained in how to interact with people who are accompanied by a service animal.
If it is not readily apparent that the animal is a service animal, LEF may ask the person with a disability for a letter from a physician or nurse confirming that the customer requires the service animal for reasons relating to his or her disability.
It is the responsibility of the person with a disability to keep their service animal in control at all times.
Support Persons:
We are committed to welcoming persons with disabilities who are accompanied by a support person when they access our services and facilities and will ensure that a person with a disability have access to his or her support person while on the premises.
At times, LEF may require that a person with a disability be accompanied by a support person while on the premises, where it is deemed necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises.
We will train the staff to interact with individuals who use the services of a support person.