AODA – Accessible Customer Service Policy

Updated: September 24, 2024

STATEMENT OF ORGANIZATIONAL COMMITMENT:

Bethany Lodge

is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

PURPOSE:

This policy is intended to meet the requirements of the:

Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”);
Integrated Accessibility Standards Regulation, Ontario Regulation 191/11

(“IASR”); and

future regulations as amended.

DEFINITIONS:

Assistive Device

A technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities.

Disability

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 coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or a wheelchair or other remedial appliance or device,
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, 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; (“handicap”)

Service animals

Is a service animal for a person with a disability if,

the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
the person provides documentation a regulated health professional as defined in the regulation.

Support persons

“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 or medical needs or with access to goods, services facilities.

PROCEDURE: ASSISTIVE DEVICES

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.

Accessible washrooms are available on the main floor, 2nd floor and resident rooms.

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

We will provide the staff with a list of available assistive devices. We will explain the assistive devices, their importance, and their functions and provide step-by-step instructions on how to use each assistive device effectively.

USE OF 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 and third parties.

When we cannot easily identify that an animal is a service animal, our staff may ask for 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.

the person provides documentation a regulated health professional as defined in the regulation. A regulated health professional is defined as a member of one of an accepted (available on Request)

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

Complete the following only if applicable:

Service animals are prohibited from the following areas:

Identify the Prohibited Areas of your Premises/Plant

Under Name of Law/Act Occupational Health and Safety Act

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. If a fee or fare is normally charged to a customer for accessing your goods, services or facilities, choose one of the following options:

Fee/fare will not be charged for support persons.

Amount ($) will be charged to the support person for admission to our premises. We notify customers of this by posting a notice in the following location(s):

List location(s)

In certain cases, this organization 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, this organization name 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

If this organization determines that a support person is required, we will waive the admission fee or fare (if applicable) for the support person.

SELF-SERVICE KIOSKS

We will incorporate accessibility features/consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks.

TEMPORARY SERVICE DISRUPTIONS

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at Bethany Lodge, Bethany Manor, and The Courts, Bethany Christian Living will notify customers promptly. A clearly posted notice will:

Include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Be posted in a clear notice in visible locations (front entrance), including the point of disruption.
Be written in large font; alternatively customers can get services via email/telephone services.

The notice will be made publicly available in the following ways: By posting, email notifications, website announcements, social media updates

The notice will be placed in the respective building it relates to: Bethany Lodge on all floors, Bethany Manor, and The Courts.

TRAINING

We are committed to providing training in accessible customer service, other Ontario accessibility standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Training will be provided to:

all persons who participate in developing the organization’s policies; and
all other persons who provide goods, services or facilities on behalf of the organization

Training of our employees and volunteers on accessibility relates to their specific roles. Training includes:

purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards and the IASR 191/11
our policies related to the Customer Service Standards
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
how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.

These include:

How to use courtesy wheelchairs and mobility aids, lifting equipment, devices for visual impairments, Manor stair-lift, Manor accessible lift.
Accessible seating
Accessible telephone, email servicesLarger fonts for visual impairment
Accessible parking lot and reception area

We train every person as soon as practicable after hiring and provide training regarding any policy changes.

We maintain records of the training provided, including the dates on which it was provided and the number of individuals to whom it was provided.

FEEDBACK PROCESS

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. Customer feedback will help us identify barriers and respond to concerns.

Feedback may be provided in the following ways:

Verbally (in-person or by telephone)
In Writing (by the customer or by a receptionist on behalf of the customer)
By E-mail at info@bethanylodge.org

All feedback, including complaints, will be handled directed to the Administrator.

Bethany Lodge shall ensure that its process for receiving and responding to feedback is accessible to individuals with disabilities. This will be achieved by providing or arranging for accessible formats and communication supports upon request.

Customers can expect to hear back within 21 business days.

COMMUNICATION

We communicate with people with disabilities in ways that consider their disability. This may include the following:

When communicating with people with disabilities, it’s essential to be mindful of their needs and preferences. We will endeavour to accommodate each individual’s needs.

Our staff will ensure:

use of clear and concise language, speaking clearly and at a moderate pace
Ask for preferences: Ask Individuals with disabilities how they prefer to communicate (i.e written communication, sign language etc)

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

We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

NOTICE OF AVAILABLE FORMAT OF DOCUMENTS

Bethany Lodge, Bethany Manor and The Courts will notify the public that our policies are available upon request by visiting our website www.bethanylodge.org or at our front office table or by sending an email to info@bethanylodge.org

When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

in a timely manner, taking into account the person’s accessibility needs due to disability; and
at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

an explanation as to why the information or communications are unconvertible; and
a summary of the unconvertible information or communications.

We notify the public about the availability of accessible formats and communication supports by: posting notices in the respective building, (Bethany Lodge, Bethany Manor, and The Courts., email notifications, website announcements, social media updates. Documents will be in an accessible format or with communication support, on request.

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of Bethany Christian Living’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This document is publicly available. Accessible formats are available upon request.