AODA Compliant

Accessibility Standards

Heritage Green Child Care Inc is committed to providing services to children, parents/guardians, the public and staff that are free of barriers and biases. Heritage Green Child Care Inc strives to ensure that key principles of independence, dignity, integration, inclusiveness and equality of opportunity are reflected and valued in the learning and working environments.

In compliance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, created under the Accessibility for Ontarians with Disabilities Act, 2005, the Heritage Green Child Care Inc is committed to providing services (i.e., programs, resources, materials) in a way that is accessible to all customers.

HGCC welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback on the way HGCC provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

Customers providing feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted within 2 business days.

HGCC will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

For more information about our accessibility policies and plans please click on the links below.

    1. Did we respond to and meet your customer service needs? YesNoSomewhat

    Comments

    2. Was our customer service provided to you in an accessible manner? YesNoSomewhat

    Comments

    3. Did you experience any problems accessing our goods and services? YesNoSomewhat

    Comments

    Contact Information (optional):


    We apologize for any inconvenience caused you and thank you for taking the time to complete this feedback form.

    Intent

    This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

    Heritage Green Child Care Inc (HGCC) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code and AODA respecting non-discrimination. We are committed to excellence in serving all customers including people with disabilities.

    All goods and services provided by Hamilton Wentworth Catholic Child Care Centres shall follow the principles of dignity, independence, integration and equal opportunity.
    Scope

    A) This policy applies to the provision of goods and services at any premises owned and or operated by Heritage Green Child Care Inc.

    B) This policy applies to employees, volunteers, and contractors who deal with the public or other third parties that act on behalf of Hamilton Wentworth Catholic Child Care Centres, including when the provision of goods and services occurs off the premises of Heritage Green Child Care Inc.

    C) The section of the policy addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Heritage Green Child Care Inc.

    D) This policy shall also apply to all persons who participate in the development of the H policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
    Assistive Devices

    Assistive devices are technical aids, communication devices or other instruments that are used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading. People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

    In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

    We will ensure that our staff are trained and familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods, services or facilities.
    Communication

    We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

    • Interpretor
    • Large Print
    • Verbally
    • TTY (Telephone device for the hearing impaired)

    We will work with the person with a disability to determine what method of communication works for them.
    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.

    When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

    A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

    A regulated health professional is defined as a member of one of the following colleges:

    • College of Audiologists and Speech-Language Pathologists of Ontario
    • College of Chiropractors of Ontario
    • College of Nurses of Ontario
    • College of Occupational Therapists of Ontario
    • College of Optometrists of Ontario
    • College of Physicians and Surgeons of Ontario
    • College of Physiotherapists of Ontario
    • College of Psychologists of Ontario
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

    If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

    • Explain why the animal is excluded
    • Discuss with the customer another way of providing goods, services or facilities
    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.

    In certain cases, HGCC might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

    • The person with a disability
    • Others on the premises

    Before making a decision, HGCC will:

    • Consult with the person with a disability to understand their needs
    • Consider health or safety reasons based on available evidence
    • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

    Notice of temporary disruption In the event of a planned or unexpected disruption to services or facilities for customers with disabilities HWCCCC will notify customers promptly. This clearly posted notice will include information about the location and reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

    The notice will be made publicly available in the following ways:

    • Website
    • Phone Messaging System
    • Posting at Location
    Training

    HGCC will provide accessible customer service training to:

    • All employees and volunteers
    • Anyone involved in developing our policies
    • Anyone who provides goods, services or facilities to customers on our behalf.

    Staff will be trained on accessible customer service within 1 month of being hired.

    Training will include:

    • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
    • HGCC policies related to the customer service standard
    • How to interact and communicate with people with various types of disabilities
    • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    • What to do if a person with a disability is having difficulty in accessing HGCC goods, services or facilities

    Staff will also be trained when changes are made to our accessible customer service policies.
    Feedback Process

    HGCC welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

    Customers will be notified on how to provide feedback in the following ways:

    • Policy posting at each location
    • AODA Customer service handout in reception area
    • Website

    Customers who wish to provide feedback on the way HGCC provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

    • Onsite customer feedback forms
    • Email provided on the organizations website
    • Phone

    Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. Customers can expect to hear back within 2 business days.

    HGCC will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
    Notice of Availability of Documents

    HGCC will provide this, or any other, document in an accessible format or with communication support, upon request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
    Modifications to this or Other Policies

    Any policies of HGCC that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

    Heritage Green Child Care Inc is committed to meeting the objectives and requirements of Ontario Regulation 191/11, Integrated Accessibility Standards (IAS) under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA); and the accessibility needs of persons with disabilities with respect to employment at HGCC.

    All employment services provided by HGCC shall follow the principles of dignity, independence, integration and equal opportunity.
    Scope

    This policy applies to all board members, executives, full-time, part-time, occasional and contract employees.
    Definitions

    DISABILITY
    Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness.

    A condition of mental impairment or a developmental disability.

    A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.

    A mental disorder.

    An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

    ACCESSIBLE FORMATS
    May include, but are not limited to, large print, recorded audio and electronic formats, reading the material aloud, Braille and other formats usable by persons with disabilities.

    COMMUNICATION SUPPORTS
    Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language, and other supports that facilitate effective communication.

    PERFORMANCE MANAGEMENT
    Activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.

    CAREER DEVELOPMENT AND ADVANCEMENT
    Includes providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or a combination of them.

    REDEPLOYMENT
    Means the reassignment of the employee to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.
    Procedures

    In accordance with the Integrated Accessibility Standards (IAS) of Ontario Regulation 191/11, this policy addresses the following:

    A) General Requirements
    B) Recruitment, Assessment, and Selection
    C) Accessible Formats and Communication Supports for Employees
    D) Workplace Emergency Response Information
    E) Documented Individual Accommodation Plans
    F) Return to Work
    G) Performance Management & Career Development
    H) Redeployment
    I) Policy Review
    A) GENERAL REQUIREMENTS

    General requirements that apply across all of the four (4) standards, Information and Communications, Employment, Transportation and Design of Public Spaces, are outlined as follows:

    HGCC will develop, implement and maintain policies governing how it will achieve accessibility through these requirements.

    HGCC policies will include a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner. These documents will be made publicly available in an accessible format, upon request.

    HGCC will establish, implement, maintain a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR. Accessibility plans will be made available in an accessible format, upon request and will be posted on our website.

    HGCC will review and update its accessibility plan once every five (5) years and will establish, review and update our accessibility plans in consultation with persons with disabilities or an advisory committee. Annual status reports will be prepared that will report on the progress of the steps taken to implement HGCC’s accessibility plan. This status report will be posted on our website. If requested, the report shall be created in an accessible format.

    PROCURING OR ACQUIRING GOODS AND SERVICES, OR FACILITIES
    HGCC will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities. The only exception is in cases where it is impracticable to do so.

    TRAINING REQUIREMENTS
    HGCC will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities. Training will also be provided to individuals who are responsible for developing HGCC policies, and all other persons who provide goods, services or facilities on behalf of the HGCC. Training will be provided on an ongoing basis to new employees and as changes to the HGCC’S accessibility policies occur.

    RECORDS
    The HGCC will maintain records on the training provided, when it was provided and the number of employees that were trained.
    B) RECRUITMENT, ASSESSMENT, AND SELECTION

    HGCC’s employment practices will include notification of the availability of accommodation for applicants with disabilities, as well as supports for employees with disabilities. Applicants will be informed that these accommodations are available, upon requests, for the interview process and other candidate selection methods. Where a request is made, we will consult with the applicant to determine the suitable accommodations. Successful applicants will be made aware HGCC’s policies and supports for accommodating people with disabilities.
    C) ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS FOR EMPLOYEES

    If an employee with a disability requests it, HGCC, will provide or arrange for the provision of accessible formats and communication supports for the following:

    • Information needed in order to preform his/her job; and
    • Information that is generally available to all employees in the workplace

    HGCC will consult with the employee making the request to determine the best way to provide accessible formats or communication support.

    ACCESSIBLE WEBSITES AND WEB CONTENT
    HGCC will ensure that our website and all web content published after January 1, 2012, conform to the Web Content Accessibility Guidelines (WCAG) 2.0 in accordance with the schedule set out in the IASR.

    EXCEPTIONS
    The Information and Communications Standard does not apply to:

    • Products and product labels;
    • Unconvertible information or communications; or
    • Information that the organization does not control either directly or indirectly through a contractual relationship.

    UNCONVERTIBLE INFORMATION OR COMMUNICATIONS
    If it is determined, in consultation with the requesting party, that information or communications are unconvertible, HGCC will ensure that the individual who made the request is provided with an explanation and a summary of the information. The HGCC will classify information or communications as unconvertible where:

    • It is not technically practicable to convert; or
    • The technology required to make the conversion is not readily available.
    D) WORKPLACE EMERGENCY RESPONSE INFORMATION

    Where employee needs dictate, HGCC will provide individualized workplace emergency response information to employees who have a disability. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace. These plans will be created in consultation with the employee.

    Emergency Response plans will be reviewed:

    • When the employee moves to a different physical location within the organization;
    • The employee’s overall accommodation plan is reviewed; or
    • When HGCC review its emergency policies and procedures.
    E) DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS

    HGCC will develop and written process for documenting individual accommodation plans for employees with disabilities. The process for the development of these accommodation plans will include specific elements such as:

    • The ways in which an employee can participate in the development of the plan;
    • The means by which an employee is assessed on an individual basis
    • The ways an employee can request an evaluation by an outside medical expert (at the employer’s expense) to determine if accommodation can be achieved, and how it can be achieved;
    • The steps taken to protect the employee’s personal information;
    • The frequency with which the plan will be reviewed;
    • The means by which an employee will receive a copy of his/her accommodation plan, based on the preferred communication formats.
    F) RETURN TO WORK PLANS

    HGCC will maintain a documented return to work process for employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process outlines the steps we will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
    G) PERFORMANCE MANAGEMENT & CAREER DEVELOPMENT

    HGCC’s performance management and career development processes will take into account the accessibility needs of its employees with disabilities.
    H) REDEPLOYMENT

    HGCC will take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying individuals with disabilities as an alternative to layoffs.
    I) POLICY REVIEW

    This policy on Employment will be reviewed and amended, as required, when additional accessibility related regulations are enacted by the Government of Ontario and/or when changes are made to the legislative framework governing accessibility.

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