Procedure: Accessibility for Persons with Disabilities

Section: III Commuication
Procedure: B III-02
Date: 2020-09

Definitions

Accessible: capable of being easily understood or appreciated; easy to get at; capable of being reached or entered; and obtainable. (Source:  Gage Canadian Dictionary, 1998)

Disability means:

a) any degree of physical 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, or

e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997 (Source:  Accessibility for Ontarians with Disabilities Act, 2005)

Procedure

1.   General 

1.1.  Accessibility Policies

1.1.1. KFL&A Public Health shall review, assess and as necessary, modify existing policies and procedures to ensure compliance with the AODA.

1.2.   Accessibility Plan

1.2.1. KFL&A Public Health shall develop an accessibility plan that sets out how the agency will meet its accessibility requirements under the AODA to address any current barriers to accessibility and prevent and remove future barriers.

1.2.2. The accessibility plan shall be reviewed and updated annually.  The agency’s accomplishments will be highlighted in the revised plan.  This will keep the public up-to-date on the agency’s progress and commitment to providing programs and services that are accessible to all.

1.2.3. The accessibility plan shall be posted to the agency website.  Upon request the plan can be made available in alternate formats.

1.3.   Accessibility Training

1.3.1. Every person who deals with members of the public including employees, volunteers, students, agents, contractors, and others who provide programs and services on behalf of KFL&A Public Health shall receive accessibility training.

1.3.2. Training shall be provided to each person according to his or her duties and as soon as is practicable after he or she is assigned the applicable duties. Training shall be provided from time to time for changes to policies, procedures, and practices governing the provision of goods or services to persons with disabilities.

1.3.3. The training shall include the following information:

• the purposes of the Accessibility for Ontarians with Disabilities Act,
• 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 service animal or support person,
• how to use equipment made available by KFL&A Public Health to help people with disabilities to access goods and services,
• what to do if a person with a disability is having difficulty accessing KFL&A Public Health programs and services,
• requirements for each of the standards in the AODA that apply to the agency, and
• what the agency has to do under the Ontario Human Rights Code related to disabilities.

1.3.4. A record of the dates on which training is provided and the number of individuals to whom it is provided shall be kept in Human Resource Information System.

2. Customer Service

2.1.   Service Animals

2.1.1. If a person with a disability is accompanied by a guide dog or other service animal, KFL&A Public Health shall ensure that the person is permitted to enter any facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law.

2.1.2. Where a service animal is excluded by law, KFL&A Public Health shall ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the agency’s programs and services.

2.1.3. If it is not readily apparent that the animal is a service animal, KFL&A Public Health may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. If proper documentation is not produced, then the person may be asked to remove the animal from the premises.

2.1.4. Service animals must be under the care and control of their owners at all times.  This provision includes controlling the behaviour of the animal, cleaning up after the animal, and being responsible for any damage caused to KFL&A Public Health property by the animal.

2.2.   Support Persons

2.2.1. If a person with a disability is accompanied by a support person, KFL&A Public Health shall ensure that both persons are permitted to enter any facility, and that the person with a disability is not prevented from having access to the support person.

2.2.2. KFL&A Public Health may require a person with a disability to be accompanied by a support person when in a KFL&A Public Health facility, 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 in the facility.

2.2.3. In situations in which privacy and consent issues are applicable, a support person may be subject to the same confidentiality requirements as the person with a disability whom they are assisting. A support person may be required to sign a waiver with respect to any privacy or confidentiality issues.

2.2.4. Support persons shall not be charged program fees.

2.3.   Notice of Temporary Disruptions

2.3.1. KFL&A Public Health shall provide notice of temporary disruptions.  The notice shall include information about:

• the reason for the disruption,
• its anticipated duration, and
• a description of any available, alternative services.

2.3.2. In the event of a temporary disruption in service the following steps shall be taken:

• The staff member shall notify his or her immediate supervisor of the temporary disruption.
• The staff member shall complete and submit the online Communications Request form to notify the Communications and Public Relations Specialist.
• The Communications and Public Relations Specialist shall issue a media release to the media and KFL&A Public Health staff.
• The Communications and Public Relations Specialist shall ensure a notice is posted in a conspicuous location at the site of the disruption and on the KFL&A Public Health website.
• Program staff may notify persons receiving services by telephone or mail if feasible.

3. Information and Communication

3.1.   Feedback process

3.1.1. People with disabilities may provide feedback about programs, services or goods they receive from KFL&A Public Health and about the condition of the facilities at KFL&A Public Health through the feedback process outlined in policy V-22, Feedback from the public. 

3.1.2. Accessible formats and communication supports are available and may be arranged to provide and respond to feedback. 

3.1.3. Feedback may be provided in a variety of ways including: in person, by mail, e-mail, telephone, fax, or through the feedback form on the agency website. When a response to the feedback is required, it shall be provided within seven (7) business days.

3.1.4. The feedback process is promoted on the KFL&A Public Health website and through other printed outreach methods. A copy of the feedback policy is available by request. 

3.2.   Accessible formats and communication supports

3.2.1. KFL&A Public Health shall provide notice that, upon request, the agency shall provide a copy of this policy and supporting procedures and practices required under the AODA to any person.

3.2.2. Notice of availability will be provided on the website and through other printed methods.

3.2.3. If KFL&A Public Health is required by the AODA to give a copy of a document to a person with a disability, it will take into account the person’s ability to gain access to the information and will provide the document or information contained in the document in an accessible format and using communication supports that meet those needs as agreed upon with the person.

3.2.4. Such requests for accessible formats and communication supports shall be forwarded to the Manager, Communications.

3.2.5. A person with a disability may provide his or her own assistive device or communication supports for the purpose of obtaining, using, and benefiting from KFL&A Public Health’s programs and services.

3.2.6. KFL&A Public Health will have reasonable assistive devices and communication supports on site for use by people with disabilities.

3.3.   Emergency procedure, plans or public safety information

3.3.1. KFL&A Public Health shall provide emergency procedures, plans and public safety information on the agency website in accordance with policy VIII-40, External emergency response.

3.3.2. If KFL&A Public Health is required by the AODA to give a copy of a document to a person with a disability, it will take into account the person’s ability to gain access to the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.

3.4.   Accessible websites and web content

3.4.1. KFL&A Public Health website shall conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level A and Level AA.

4. Employment

4.1.   Recruitment

4.1.1   KFL&A Public Health shall notify employees and the public about the availability of accommodation in the position posting and throughout the recruitment process as outlined in policy IV-375, Accommodation for employees with disabilities.

4.2.   Notice to successful applicants

4.2.1. KFL&A Public Health shall notify employees in the letter of offer of its policies for accommodating employees with disabilities as outlined in policy IV-375, Accommodation for employees with disabilities.

4.3.   Information for employees

4.3.1. KFL&A Public Health shall inform employees of policies for supporting employees with disabilities, including but not limited to, policies on the provision of job accommodation that take into account an employee’s accessibility needs due to disability. 

4.4.   Accessible formats and communication supports for employees

4.4.1. KFL&A Public Health shall make workplace information accessible including information an employee needs to perform their job and general information that is available to all employees at work.

4.4.2. If KFL&A Public Health is required by the AODA to provide information to an employee with a disability, it will take into account the employee’s ability to gain access to the information and will provide the document or information contained in the document in an accessible format and using communication supports that meet those needs as agreed upon with the employee.

4.5.   Workplace emergency response information

4.5.1. KFL&A Public Health shall provide workplace emergency response information to employees with disabilities in accordance with policy IV-375, Accommodation for employees with disabilities. 

4.6.   Documented individual accommodation plans and return to work process

4.6.1. KFL&A Public Health shall develop accommodation plans and a return to work process with employees with disabilities as outlined in policy IV-375, Accommodation for employees with disabilities.

4.7.   Performance management, career development and redeployment

4.7.1. KFL&A Public Health shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:

• when using its performance management process in respect of employees with disabilities,
• when providing career development and advancement to its employees with disabilities, and
• when redeploying employees with disabilities.