Policy
All employees, volunteers, students and contractors who provide goods and/or services to clients within CMHLG will comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CMHLG is committed to providing appropriate service to clients with disabilities. CMHLG is further committed to providing accommodation to staff with disabilities.  This Policy is based on and adheres to the core principles of independence, dignity, integration and equality of opportunity, for clients and staff with disabilities.

Staff will respond to clients requiring accessible service in a respectful manner, with the appropriate accessibility tools that CMHLG has available.  CMHLG will respond to staff requiring accessible service in an equally respectful manner, again with the appropriate accessibility tools that CMHLG has available.

Procedures

CMHLG is committed to using reasonable efforts in providing services to all clients including clients with disabilities and will carry out our functions and responsibilities in the following areas:

(i) Communication
CMHLG is committed to ensuring that staff are aware of how to interact and communicate with clients with various types of disabilities in ways that take into account the person’s disability and will provide appropriate training to its employees, students and volunteers.

(ii) Personal Assistive Devices
CMHLG is committed to ensuring that staff are aware of and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

CMHLG will ensure that staff dealing with clients receive training/familiarization on how to interact with clients who may utilize various assistive devices while accessing our services.

Should CMHLG not be able to accommodate providing service to a client with disabilities who requires the use of an assistive device, alternative arrangements will be made.

(iii) Guide Dogs and Service Animals
CMHLG is committed to ensuring that staff welcome clients with disabilities who are accompanied by a guide dog or service animal in the areas of our premises that are open to the public.

(A “guide dog” is a dog trained as a guide for a blind person and having the qualifications prescribed by the Regulations under the Blind Persons’ Rights Act.)

(An animal is a “service animal” for a person with a disability if it is readily apparent that the animal is used by the person for reason relating to their disability or if the person provides a letter from a physician or a nurse confirming that the person requires the animal for reasons relating to the disability.)

CMHLG will ensure that its employees dealing with clients are trained on how to interact with clients with disabilities who are accompanied by a guide dog or service animal.

(iv) Support Persons
CMHLG is committed to ensuring that staff are welcoming to clients with disabilities who are accompanied by a support person in the areas of our premises that are open to the public.

(A “support person” is a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs or with access to goods and/or services.)

CMHLG will ensure that staff dealing with clients are trained on how to interact with clients with disabilities who are accompanied by a support person.

(v) Notice of Temporary Disruption
CMHLG will provide clients with notice in the event of a planned or unexpected temporary disruption in the facilities or services usually used by clients with disabilities.

When this type of disruption occurs, CMHLG will ensure that a notice will:

  • Be placed at all public entrances and reception areas
  • Include information about the reason for the disruption
  • Include its anticipated duration
  • Include a description of alternative facilities or services, if available.

Office Accessibility

For agency offices that a client with disabilities is unable to access, alternative arrangements will be made.

Training for Employees
CMHLG provides training to all employees, volunteers and students. Training includes the following:

  1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (OADA) and the requirements of the Accessibility Standards for Customer Service
  2. A review of this policy
  3. How to interact and communicate with clients with various types of disabilities
  4. How to interact with clients with disabilities who use an assistive device or require the assistance of a guide dog or service animal or a support person
  5. What to do if a client with a disability is having difficulty in accessing goods and/or services

Training will be incorporated in to the orientation process for all new employees and we are committed to ongoing training for all staff.

In locations where Company-provided equipment or devices are available to assist clients with disabilities to access our services, employees will receive the relevant training/instruction on how to use the equipment and/or devices. Employees will also be trained when changes are made to these policies, practices and procedures.

Employees with Disabilities
CMHLG is dedicated to providing an accessible work place to their employees. Employees with disabilities will be treated with the same respect as outlined in this policy. Should they require access to devices or accommodation, CMHLG will provide for said needs up to undo hardship.

Feedback Process:
Feedback regarding CMHLG’s provision of goods and/or services to clients with disabilities can be made by filling out a Client Compliment Form or Client Concerns Form.

Documentation To Be Made Available:
This document will be made available to any member of the public upon request. You can view our Accessibility in the Workplace Policy, Practices and Procedures by requesting a copy by calling 1-800-809-2494 or asking at reception.

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