AODA- Accessible Customer Service Plan:
Providing Services to People with Disabilities
ZSA Legal Recruitment Limited; ZSA Accounting Recruitment Limited; ZSA-X Financial Recruitment Limited; and LexLocom Recruitment Limited (collectively ZSA) is committed to excellence in serving all customers including people with disabilities.
Introduction
The Accessibility for Ontarians with Disabilities Act (AODA) is legislation that focuses on the core principles of independence, dignity, integration, and equality of opportunity for all individuals. Under this Act, the government of Ontario has developed mandatory accessibility standards that will identify, remove, and prevent barriers for people with disabilities in key areas of daily living, and applies to both public and private sector organizations across Ontario.
The Customer Service standard is the first to be developed. This Regulation addresses the business practices and training needed to provide better customer service to people with disabilities.
Notice of Temporary Disruption
We are committed to providing timely notice in the event of a planned or unexpected disruption in ZSA services that may be used by persons with disabilities. These may include elevator or lift outages, areas designated for repairs or servicing, pathways, and assistive devices. This notice will be posted both at the physical site, and in the box below, and will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Disruptions
None
Available Documents
Any documents that are required by the Accessibility for Ontarians with Disabilities Act and its related Regulations are available upon request. For persons with disabilities that require these documents in an accessible format, they will be provided in a format that takes into consideration the individual needs of the requester. This process will be completed in a timely manner, and the format will be agreed upon through discussions between ZSA and the requestor.
To make a request, please contact the Director, HR & Legal at 416-368-2051 ext. 278 or osinai@zsa.ca.
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 and is welcome to the ZSA office and all ZSA sponsored events, and will not be prevented from having access to his or her support person while on our premises. Please note that fees will not be charged for support persons both on the ZSA premises or for any ZSA sponsored event. We will notify customers of this through a notice posted on our premises and via our ZSA website.
Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service Animals
We welcome persons with disabilities who are accompanied by a service animal in every area of our ZSA office that are open to the public, except where prohibited by law. Our staff understand the need for such animals, and are trained in how to interact with people with disabilities who are accompanied by a service animal. If your service animal is excluded by law from entering an area where we provide services that you wish to receive, we will make every effort to determine an alternate method of access.
Training
All ZSA staff and employees who deal with the public or other third parties on our behalf are required to receive training in the Customer Service standard upon their hire. In order to accomplish this, we have an on-line training module which all staff can access.
Individuals in the following positions will be trained: Administrative Assistants, Consultants, Legal Counsel, HR Directors/Managers/Coordinators/Assistants, Accounting Mangers/Clerks/Coordinators, Temps, IT Managers, Volunteers and all other new employees. This training will be provided to staff within 3 months of hire.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
ZSAs plan 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 ZSAs and services
Staff will also be trained when changes are made to your accessible customer service plan.
Feedback process
Customers who wish to provide feedback on the way ZSA provides services to people with disabilities can e-mail osinai@zsa.ca, telephone Orit Sinai at 416-368-2051 ext. 278, leave a note on our premises in suggestion box. All feedback, including complaints, will be handled by Orit Sinai, Director, HR & Legal. Customers can expect to hear back within 5 days.
Modifications to this or other policies
Any policy of ZSA that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Emergency Information
ZSA is committed to provide a safer place to work for all employees. A crisis situation can affect everyone differently, so consideration of the unique needs of employees with disabilities will be factored into planning our emergency response procedures. If you have a disability which you believe may require individual accommodation in an emergency situation (ie. fire safety, evacuation, violent acts, disaster response) you must self identify by contacting the Director, HR & Legal at 416-368-2051 ext. 278 or osinai@zsa.ca. If you have a disability and require this information to be provided in an alternate accessible format or with appropriate communication supports, we encourage you to contact the above manager at 416-368-2051 ext. 278 to make this request.
Links
For more information on Accessibility, you can visit the Ministry of Community and Social Services website at:
www.mcss.gov.on.ca/en/accesson/index.aspx
The AODA legislation can be accessed through the e-laws website. For more information, visit:
www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_05a11_e.htm
The Customer Service Standard regulation can be accessed through the e-laws website.
For more information about Regulation 429/07, visit:
www.e-laws.gov.on.ca/html/source/regs/english/2007/elaws_src_regs_r07429_e.htm
ZSA Accessible Customer Service Policy
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.
All services provided by ZSA Legal Recruitment, ZSA-X Financial Recruitment, LexLocom Recruitment Limited, ZSA Accounting Recruitment Limited (collectively ZSA) shall follow the principles of dignity, independence, integration and equal opportunity.
Scope
a) This policy applies to the provision of services at premises owned and operated by ZSA.
b) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of ZSA, including when the provision of goods and services occurs off the premises of ZSA.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that take place at premises owned and operated by ZSA.
Definitions
Assistive Device is a technical aid, communication device or other instrument that is 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.
Disability the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
any degree of physical disability, 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 impediment, 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;
a condition of mental impairment or a developmental disability;
a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
a mental disorder; or
an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal as reflected in Ontario Regulation 429/07, 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 reasons relating to his or her disability; or
if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Dog as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
General Principles
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities;
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
G. Training
H. Notice of Availability and Format of Required Documents
A. The Provision of Goods and Services to Persons with Disabilities
ZSA will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
ensuring that all customers receive the same value and quality;
allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
taking into account individual needs when providing services; and
communicating in a manner that takes into account the customer's disability.
B. Assistive Devices
Customers own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing services provided by ZSA.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to ZSA premises that are open to the public unless otherwise excluded by law. No pet policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.
Exclusion Guidelines
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) ZSA will offer alternative methods to enable the person with a disability to access services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Applicable Laws:
Recognizing a Guide Dog, Service Dog and/or Service Animal
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, ZSA may request verification from the customer.
Verification may include:
· a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
· a valid identification card signed by the Attorney General of Canada; or,
· a certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
Allergies
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, ZSA will make all reasonable efforts to meet the needs of all individuals.
D. Support Persons
If a customer with a disability is accompanied by a support person, ZSA will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations ZSA will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
E. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of ZSA. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use ZSA's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will Include
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
· services that are disrupted or unavailable
· reason for the disruption
· anticipated duration
· a description of alternative services or options
Notifications Options
When disruptions occur, ZSA will provide notice by:
· posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the ZSA website;
· contacting customers with appointments;
· verbally notifying customers when they are making a reservation or appointment; or
· by any other method that may be reasonable under the circumstances.
F. Feedback Process
ZSA shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. ZSA has drafted a survey for customers with a disability, available upon request. Information about the feedback process will be readily available to all customers and notice of the process will be made available upon request. Survey/Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written, will be available upon request. Orit Sinai has a copy of this form which can be emailed, asked in person, or conducted via telephone.
Submitting Feedback
Customers can submit feedback to:
Orit Sinai, Director, HR & Legal; Tel: 416-368-2051 ext. 278; osinai@zsa.ca AND
Mina Narvaez, Assistant HR Manager and Office Manager; Tel: 416-368-2051 ext. 237
mnarvaez@zsa.ca
ZSA Legal Recruitment Limited, 200 University Avenue, Suite 1000; Toronto, Ontario, M5H 3C6
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so by contacting Human Resources: Orit Sinai, Director, HR & Legal and Mina Narvaez, Assistant HR Manager and Office Manager.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
G. Training
Training will be provided to:a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of ZSA
b) those who are involved in the development and approval of customer service policies, practices and procedures.
Training Provisions
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
Instructions on how to interact and communicate with people with various types of disabilities.
Instructions on how to interact with people with disabilities who:
◦ use assistive devices;
◦ require the assistance of a guide dog, service dog or other service animal; or
◦ require the use of a support person (including the handling of admission fees).
Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
Instructions on what to do if a person with a disability is having difficulty accessing your services.
ZSA's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
Training Schedule
ZSA has already provided every employee in Ontario with the appropriate online training link to be completed at the employees convenience. All training was completed by December 30th, 2011. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training
Orit Sinai possesses the record of training that includes the dates training was provided and the number of employees who attended the training.
Notice of Availability and Format of Documents
ZSA shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by ZSA.
Administration
If you have any questions or concerns about this policy or its related procedures please contact:
Orit Sinai, Director, HR & Legal - osinai@zsa.ca
Mina Narvaez, Assistant HR Manager and Office Manager mnarvaez@zsa.ca
200 University Avenue, Suite 1000, Toronto, Ontario, M5H 3C6
Telephone # (416) 368-2051
This policy and its related procedures will be reviewed as required in the event of legislative changes.
Referenced Documents
Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Blind Persons Rights Act, 1990
Dog Owners' Liability Act, Ontario
Food Safety and Quality Act 2001, Ontario Regulation 31/05
Health Protection and Promotion Act, Ontario Regulation 562
Ontario Human Rights Code, 1990