Heritage Green Child Care Inc

AODA MULTI-YEAR PLAN

Customer Service Standards

AODA Standards/Regulation Reference

Area of Interest

Administrative Requirement

Individual Responsibilities

Compliance Date/Status

Customer Service Standard O. Reg 429/07

Establishment of Policies, and Procedures

Procedures Policies and Practices must be compatible with the following principles:

  • Respect for dignity and independence
  • Integration
  • Equality Specific Policies and Procedures will be developed on:
  • Use of Service Animals or Support Persons
  • Notice of Temporary Disruptions

Executive Director

Complete

Customer Service Standard O. Reg 429/07

Training

Customer Service training must be provided for:

  • Those who interact with members of the public on behalf of the HGCC; and
  • Persons who participate in developing policies, practices and procedures governing the provision of goods or services to members of the public or other third parties

Program Managers

Supervisors

Ongoing

Customer Service Standard O. Reg 429/07

Feedback process

Establish an accessible process for receiving and responding to feedback about the manner in which HGCC provides services to persons with disabilities. The information about the process will be readily available to the public.

Program Managers

Supervisors

Complete

Customer Service Standard O. Reg 429/07

Notice of disruption

Establish procedures for notifying the public of any planned or unplanned disruptions in service.

Executive Director or designate

As required

Customer Service Standard O. Reg 429/07

Multi-year plan

1) Establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation

2) Post the accessibility plan on our website, and provide the plan in an accessible format upon request; and

3) Review and update the accessibility plan at least once every five years

Executive Director or designate

Ongoing

Information and Communication Standards

Integrated Accessibility Standards Regulation O. Reg. 191/11

Procuring or acquiring goods, services or facilities

Incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so.

All

Ongoing

Integrated Accessibility Standards Regulation O. Reg. 191/11

Accessible formats

Upon request, accessible formats and communication supports will be provided or arranged in a timely manner that accounts for the person’s needs due to disability and at a cost no more than the regular cost charged to other persons.

All

As requested

Integrated Accessibility Standards Regulation O. Reg. 191/11

Accessible websites and content

If the HGCC develops new internet websites, the HGCC will ensure that the websites and web content conform with the World Wide Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA.

IT support

2019

Integrated Accessibility Standards Regulation O. Reg. 191/11

Accessible websites and content

Internet websites and web content will conform with the World Wide Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA.

IT support

2021

Integrated Accessibility Standards Regulation O. Reg. 191/11

Emergency Procedure, plans or public safety information

Any emergency procedures, plans and public safety information that are prepared by the Centre and made available to the public, will be available in accessible formats or with communication supports upon request.

Admin or Executive Director

As requested

Employment Standards

Standards Regulation O. Reg. 191/11

Recruitment, assessment or selection process

Develop policy and procedures for making all aspects of recruitment and selection accessible to all.

Executive Director

Completed

Integrated Accessibility Standards Regulation O. Reg. 191/11

Return to work plan

Develop a written Return to Work process which will outline the steps  HGCC will take to facilitate the return to work after a disability-related absence, and to develop and use written individual accommodation plans.

Executive Director

Integrated Accessibility Standards Regulation O. Reg. 191/11

Accommodation plans

Create a process for developing individual accommodation plans for Employees with a disability, plans will be in accordance with the IASR.

Executive Director

Completed

Integrated Accessibility Standards Regulation O. Reg. 191/11

Emergency response plans

HGCC will provide individualized workplace emergency response plans to employees with a disability requiring accommodation.

Executive Director

As needed

Integrated Accessibility Standards Regulation O. Reg. 191/11

Performance management, and career development

HGCC will review, assess and modify, if necessary, existing policies, procedures and practices on performance management, career development and redeployment to ensure compliance with the IASR.

Executive Director

Ongoing

Integrated Accessibility Standards Regulation O. Reg. 191/11

Accessibility standards for the build environment

HGCC will ensure that any of the following public spaces that are newly constructed or redeveloped will meet the accessibility requirements under the IASR:

  • Outdoor public eating areas (e.g. rest stops or picnic areas)
  • Outdoor play spaces
  • Outdoor paths of travel (e.g. sidewalks, ramps, stairs)
  • Accessible parking
  • Service-related elements

All

Ongoing