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 Living Rock Ministries shall follow the principles of dignity, independence, integration and equal opportunity. 

Scope

a) This policy applies to the provision of goods and services at premises owned and operated by Living Rock Ministries

b) This policy applies to employees, volunteers, partners, and contractors who deal with the public or other third parties that act on behalf of Living Rock Ministries, including when the provision of services occurs off the premises of Living Rock Ministries such as in: In client names, community pick ups; donation pick-ups, special events, and third party fundraisers.

c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Living Rock Ministries.  

d) This policy shall also apply to all persons who participate in the development of the Living Rock Ministries’ policies, practices and procedures governing the provision of programs and services to members of the public or third parties.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

A. The Provision of Programs 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 and Client Feedback

G. Training

H. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

Living Ministries 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 youth participants/clients/consumers receive the same value and quality;

• allowing youth participants/clients/consumers 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 youth participants/clients/consumers with disabilities have access to the same services, in the same place and in a similar manner;

• taking into account individual needs when providing goods and services; and

• communicating in a manner that takes into account the customer's or client’s disability.

B.Assistive Devices

We will ensure that our staff are trained and familiar with how to support people the various assistive devices such as walkers, canes, walking stick for visually impaired and any technology needed to adapt computer usage.

C.Guide Dogs, Service Animals and Service Dogs

We welcome people with disabilities and their service animals. Service animals are allowed on premises only in areas that are open to the public and where the presence of animals is not prohibited by law which is all food preparation areas.

D.Support Persons

If a client with a disability is accompanied by a support person, Living Rock Ministries will ensure that both persons are allowed to enter the premises together and that the customer or client is not prevented from having access to the support person. 

There may be times where seating and availability prevent the customer or client and support person from sitting beside each other. In these situations, Living Rock Ministries will make every reasonable attempt to resolve the issue.    

In situations where confidential information might be discussed, consent will be obtained from the customer or client, 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 Living Rock Ministries. In the event of any temporary disruptions to facilities or services that customers or clients with disabilities rely on to access or use Living Rock Ministries programs 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.

F.Feedback Process

Living Rock Ministries shall provide clients with the opportunity to provide feedback on the service provided to youth participants/clients/consumers with disabilities. Information about the feedback process will be readily available to all youth participants/clients/consumers and notice of the process will be made available by (insert ways in which the process will be publicized). Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request. 

Submitting Feedback:

Youth participants/clients/consumers can submit feedback to either: 

Karen Craig – Program Director Julie Conway

Phone Number: 905.528.7625 x. 240 Operations Director

30 Wilson Street Hamilton, ON 30 Wilson Street, Hamilton, ON

karen@livingrock.ca Julie@livingrock.ca 

Living Rock clients who wish to provide feedback by completing an onsite customer or client feedback form or verbally can do so to any Living Rock leadership team member.  

  

Participants/Clients that provide formal feedback will receive acknowledgement of their feedback within 7 days, along with any resulting actions based on concerns or complaints that were submitted. Directors will be given a copy of the feedback form.

G.Training

Training will be provided to: 

a) all employees and volunteers who deal with the public or other third parties that act on behalf of Living Rock Ministries; for example: volunteer student interns, vendors, on-site partners, event operators, and third party fundraisers. 

b) those who are involved in the development and approval of customer and client 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:

o use assistive devices; 

o require the assistance of a guide dog, service dog or other service animal; or

o 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.

• Living Rock Ministries’ policies, procedures and practices pertaining to providing accessible customer and client service to youth participants/clients/consumers with disabilities. 

H.Notice of Availability and Format of Documents

Living Rock Ministries shall notify participants 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 or client’s disability. Notification will be given by posting the information in a conspicuous place around 26 & 30 Wilson Street, website and/or any other reasonable method. 

Referenced Documents:

• Accessibility for Ontarians with Disabilities Act, 2005 

• Accessibility Standards for Customer Service, Ontario Regulation 429/07

• Blind Person’s 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