Accessibility Policy

Policy

New Visions Toronto complies with all legislated requirements under the Accessibility for Ontarians with Disabilities Act; 2005. This legislation establishes accessibility standards for customer service and it applies to every person or organization that provides goods or services to members of the public or other third parties in Ontario.

Purpose

To ensure that all employees, volunteers, and student placements, understand, meet and fulfill all legislated and mandatory requirements concerning accessibility for disabled persons.

Scope

This policy applies to all employees, volunteers, students and any other person working on behalf of our agency.

Establishment of policies, practices and procedures

To ensure consistency of implementation, New Visions Toronto will establish and will review and, as required revise policies, practices and procedures governing the provision of services to persons with disabilities. These policies, practices and procedures are consistent with the following principals:

  • These services must be provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the services
  • Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the service.

The policies deal with the use of assistive devices by persons with disabilities to obtain, use or benefit from the agency’s services or the availability, if any, of other measures which enable them to do so.

When communicating with a person with a disability, the agency does so in a manner that takes into account the person’s disability.

The agency is to prepare and have available one or more documents describing its policies and procedures and, upon request, provide a copy of a document to any person.

Use of service animals and support persons

If a person with a disability is accompanied by a guide dog or other service animal, the agency is to ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premise (e.g. for the reasons of health and safety). If a service animal is excluded by law from the premises, New Visions Toronto is to ensure that the other measures are available to enable the person with a disability to obtain, use or benefit from the agency’s service.

If a person with a disability is accompanied by a support person, New Visions Toronto is to ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises. In some cases, the agency may require a person with a disability to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Notice of temporary disruptions

If, in order to obtain, use or benefit from the service of the agency, persons with disabilities usually use particular facilities or services of the service provider and if there is a temporary disruption in those facilities or services in whole or in part, the agency is to give notice of the disruption to the public. This notice of disruption is to include information about the reason for the disruption, its anticipated duration and a description of the alternative facilities or services, if any, that are available. Notice may be given by posting the information at a conspicuous place on the premises owned or operated by New Visions Toronto, by posting it on the agency’s website, or by such other method as is reasonable in the circumstances.

Training of employees, students and volunteers

New Visions Toronto is to ensure that all employees, students and volunteers receive training about the provision of services to persons with disabilities. The training is to include a review of the purposes of the Act and its requirements. It should enable employees, students and volunteers to know:

  • How to interact and communicate with persons with various types of disabilities
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person
  • How to use equipment or devices available on the agency’s premises that may help with the provision of services to a person with a disability
  • What to do if a person with a particular type of disability is having difficulty accessing the agency’s services.

The training is to be provided to each person as soon as practicable after he or she is assigned the applicable duties. Training is also to be provided on an on-going basis in connection with changes to the policies, practices and procedures governing the provision of services to persons with disabilities by New Visions Toronto. Records will be kept on file for all employees/students/volunteers who receive training and when necessary refreshers/updates will be provided via brochures, workshops or training information manuals.

Establishment of feedback process for providers of goods or services

New Visions Toronto is to establish a process for receiving and responding to feedback about the manner in which it provides services to persons with disabilities and will make information about the process readily available to the public. The feedback process is to permit persons to provide their feedback in person, by telephone, in writing or by delivering an electronic text by email. The feedback process is to specify the actions that the provider of goods or services is required to take if a complaint is received. The agency will make Customer Service Feedback Form available in hard copy and/or an electronic format upon request.

Notice of availability of documents and their format

New Visions Toronto is to notify all participants upon admission that the documents required by the legislation are available upon request. Other notices may be given by posting the information at a conspicuous place on the premises or on the agency’s website, or by such other method as is reasonable in the circumstances. The agency is to provide a copy of a document to a person with a disability in a format that takes into account the person’s specific disability and needs.

Buildings and outdoor spaces

New Visions Toronto is to ensure that the persons with disabilities have access into and within its owned or leased buildings and outdoor spaces. Where possible the agency is to take necessary steps for improvements of its structures and premises, whenever it is practicable and reasonable in the circumstances.

Employment

New Visions Toronto is to ensure that its employment practices relating to employee-employer relationships, which could include recruitment, hiring, and retention of the persons with disabilities, are fair and equitable.

Transportation

New Visions Toronto is to ensure that persons with disabilities, which receive services from the agency, have access to appropriate modes of transportation whenever it is reasonable in the circumstances.