Accessible Customer Service Policy
WebSan Solutions Inc. is committed to excellence in providing services to all clients, including those with disabilities. This policy outlines the Company’s plan on meeting the requirements of the Customer Service Standard of the Accessibility of Ontarians with Disabilities Act, 2005.
The Accessibility of Ontarians with Disabilities Act, 2005, defines “disability” as:
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 impairment, 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.
Roles and Responsibilities
All employees and contractors will provide service that respects the dignity and independence of clients with disabilities. This includes:
a. Communication with people with disabilities in ways that takes into account their disability;
b. Serving people with disabilities in a way that takes into account their use of assistive devices (i.e. wheelchairs, oxygen tanks, white canes);
c. Providing accessible information to all customers upon request (i.e. hard copy with large print);
d. Welcoming people who are accompanied by a service animal or a support person on our premises and where permissible according to Health & Safety legislation.
WebSan will provide accessible customer service training to all employees and contractors. New employees and contractors will be trained at their orientation or within the first month of their start date. All employees and contractors will be trained on any new updates or changes made to this Policy.
The training includes:
a. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard;
b. How to interact and communicate with people with various types of disabilities;
c. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
d. How to assist a client experiencing difficulty in accessing our services;
e. The Accessibility Policies of WebSan Solutions Inc.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to service for customers with disabilities, a notice will be posted promptly and include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Procedure for Providing Feedback
WebSan Solutions Inc. welcomes feedback from clients with disabilities as a means to improve our services. Feedback can be provided to the HR Director in writing, over the phone, or in-person by appointment. Clients who have submitted feedback can expect to receive a response within 20 business days.
Accessible formats of this policy are available upon request.
Integrated Accessibility Standards Policy
The Integrated Accessibility Standards Regulation or the IASR (Ontario Regulation 191/11) establishes the accessibility standards and compliance timeframes for each of Customer Service; Information & Communication; Employment; and where applicable, Transportation; and Design of Public Spaces.
The purpose of this Policy is to outline how WebSan achieves, and continues to achieve, the requirements of the IASR. It is in addition to, and does not replace or supersede, the Accessible Customer Service Policy, which sets out how services are and will be provided to clients with disabilities (to satisfy the requirements of the Customer Service Standard).
Statement of Commitment
WebSan Solutions Inc. is committed to treating all people, including our employees, contractors, clients, and the public, in a way that allows them to maintain their dignity and independence. We will meet the needs of persons with disabilities in a timely manner by preventing and removing barriers to accessibility.
1. Accessible Formats - may include, but are not limited to, large print, recorded audio, videos with captions and/or audio descriptions, braille and other formats usable by persons with disabilities.
2. Communication Supports - may include, but are not limited to, captioning, alternative and augmentative communication, plain language, sign language and other supports that facilitate effective communication.
3. Disability refers to:
• any degree of physical disability, infirmity, or malformation that a person is born with or that is caused by bodily injury or illness
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
4. Performance Management means activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
5. Redeployment means the reassignment of employees to other departments or jobs as an alternative to layoff, when a particular job or department has been eliminated.
WebSan will provide training to employees and other persons who provide services on our behalf, during new hire orientation or within the first month.
The training will include:
• the purpose and scope of the Accessibility for Ontarians with Disabilities Act;
• the Human Rights Code as it pertains to persons with disabilities;
• the policies and procedures of WebSan as required by the Integrated Accessibility Standards Regulation; and
• the requirements of the Integrated Accessibility Standards as applicable to each employee’s duties and responsibilities.
Records will be kept of the training provided.
Information & Communication Standard
WebSan is committed to meeting the communication needs of people with disabilities in a timely manner.
Accessible Formats & Communication Supports for Public Information
When asked, publicly available information about our services, in addition to publicly available information about our emergency and safety procedures, will be provided in an accessible format or with communication supports. Employees of WebSan will consult with the person making the request to determine the most suitable accessible format or communication support.
WebSan will ensure that any feedback processes are accessible to persons with disabilities upon request.
WebSan is committed to fair and accessible employment practices throughout the employment life-cycle, beginning with the hiring process and including performance management processes. At the time of hire, employees will be notified of the policies and procedures used to support persons with disabilities.
All job applicants will be notified by way of the job posting that accommodations are available throughout the recruitment process.
When applicants are selected to participate in the interview and assessment process, they will be notified that accommodations are available upon request. The hiring manager will consult with the candidate to determine the appropriate accommodation that takes into account the needs and dignity of the individual.
When an offer of employment is made, WebSan will notify the successful candidate of its policies and procedures on accommodating employees with disabilities.
Accessible Formats & Communication Supports
Upon the request of an employee with a disability, the Supervisor will consult with the employee to provide, or arrange for the provision of, accessible formats or communications supports required for the employee to perform their job duties (job descriptions, training manuals, etc.)
Any information generally provided to staff will also be provided with an accessible format or communication support to the employee with a disability, upon request. This includes but is not limited to Company emails, memos, policies and health & safety information.
Performance Management, Career Development & Redeployment
WebSan will take into account the accessibility needs of employees with disabilities when:
• completing the performance management process
• providing career development (e.g. coaching, training, etc.)
• promoting employees
• reassigning/redeploying employees
Workplace Emergency Response Information
WebSan will provide individualized workplace emergency response plans for employees with a disability, who risk not being able to evacuate safely in the event of an emergency. In a confidential manner, the Supervisor will consult with the employee regarding their needs and develop an individualized plan as soon as practical after becoming aware of the need for an accommodation.
An employee with a disability who believes that he/she may require assistance during an emergency is required to complete the Employee Request Form for an Individualized Emergency Response Plan.
Where the Plan identifies that a Safety Buddy or other support person is required, that information only necessary to provide assistance will be provided to the Safety Buddy or support person with the employee’s consent.
This policy has been developed to remove barriers and increase accessibility for persons with disabilities. Any policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed. An accessible format of this Policy will be provided upon request.