Part 1 – General Requirements

Statement of Organizational Commitment

The Yonge Street Mission (“YSM”) is committed to improving accessibility and removing barriers 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 striving to remove and prevent barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Purpose and Background Information

The purpose of this policy is to establish guidelines on providing services to people with disabilities that will facilitate accessibility as set out in the requirements of Ontario Regulation 191/11 – Integrated Accessibility Standards (“IASR”) which reflect a number of accessibility standards that organizations, including YSM, are required to meet.

Under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”), Ontario Regulation 191/11 titled Integrated Accessibility Standards (“IASR”) came into force on July 1, 2011. This regulation establishes accessibility standards specific to customer service, information and communications, employment and transportation for public and private sector organizations that provide goods, services or facilities to the public or other third parties.

The accessibility standards applicable to YSM and that are captured in this policy are specific to customer service, information and communications and employment.

Guiding Principles

• We will treat all individuals with disabilities with respect and dignity.
• We will provide equal access and opportunities to individuals with disabilities.
• We will strive to remove barriers and prevent new barriers that could hinder accessibility.
• We will provide training and support to our staff members and volunteers to ensure they understand and comply with accessibility requirements.

Application and Scope

This policy applies to all YSM board members, staff members, and volunteers; and all other persons who provide goods, services or facilities for or on behalf of YSM. The IASR policy will be reviewed and amended, as required, when/if additional accessibility related regulations are enacted by the Government of Ontario and when/if changes are made to the legislative framework governing accessibility.

This document shall be made available and will be provided in an accessible format upon request, as soon as is practicable.

Definitions

Disability, as defined by the AODA and the Ontario Human Rights Code, is:

1. 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;
2. a condition of mental impairment or a developmental disability;
3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
4. a mental disorder;
5. an injury or disability for which benefits were claimed or received under the Ontario Occupational Health & Safety Act.

Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, or entered; obtainable.

Accessible Formats may include, but are not limited to large print, recorded audio and electronic formats, Braille and other formats usable by persons with disabilities.

Guidelines and Procedures

Accessibility Plans

YSM will establish, implement, maintain and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR.

The multi-year accessibility plan will be posted on YSM’s website, internal bulletin boards and intranet and be provided in an accessible format, upon request, as soon as is practicable, and will be reviewed and updated every five years.

Annual Status Reports

YSM will prepare an annual status report on the progress of measures taken to implement the multi-year accessibility plan. The status report will be posted on YSM’s website and intranet and will be provided in an accessible format, upon request, as soon as is practicable.

Procurement or Acquiring Goods, Services or Facilities

YSM will incorporate accessibility criteria and features when procuring and acquiring goods, services or facilities, except where it is not practicable to do so.

If YSM determines that it is not practicable to incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, it shall provide an explanation, upon request.

Training

YSM shall ensure that the following persons have been trained on the requirements in the IASR and the Ontario Human Rights Code, as it pertains to persons with disabilities:

• employees
• volunteers
• contract staff and persons involved in co-op or placement initiatives

Training includes:

1. purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
2. our policies related to the Customer Service Standards
3. how to interact and communicate with people with various types of disabilities
4. how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
5. 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
6. what to do if a person with a disability is having difficulty in accessing our YSM’s goods, services or facilities

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. A record will be kept regarding staff training, including the dates on which training was provided, a summary of the contents of the training, and the names of the individuals to whom it was provided.

Ensuring that contractors and agents who provide goods, services or facilities on behalf of YSM have been trained will be addressed through YSM’s procurement process.

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.

We 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, services or facilities.

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.

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

Support Persons

If a person with a disability is accompanied by a support person, YSM will ensure that both persons are permitted to enter a Company facility, and that the person with a disability is not prevented from having access to the support person. YSM may require a person with a disability to be accompanied by a support person when in a Company facility, but only 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. If an amount is payable by a support person for admission, or otherwise, to a premise, YSM will ensure notice is given in advance about the amount.

Notice of Availability of Documents

YSM will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (0. Reg 429/07) upon request. Notice of availability will be provided on YSM’s website and through other printed methods.

Format of Documents

If YSM is required by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, YSM will take into account the person’s ability to access 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.

Part 2 – Information and Communication Standards

Definitions

• Communications means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.
• Communication Supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
• Information includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.
• Web Content Accessibility Guidelines means the World Wide Web Consortium Recommendation, dated December 2008, entitled “Web Content Accessibility Guidelines (WCAG) 2.0”.

Guidelines and Procedures

1. Feedback
   YSM shall ensure that the processes for receiving and responding to feedback are accessible to people with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request.
2. Accessible formats and communication supports
   YSM will, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities:
   
   1. in a timely manner that takes into account the person’s accessibility needs;
   2. consult with the person making the request in determining the suitability of an accessible format or communication support; and,
   3. at a cost that is no more than the regular cost charged to other persons.

   Note: The IASR does not apply to the following:

   • unconvertible information or communications
   • information that YSM does not control directly or indirectly through a contractual relationship

Emergency Procedures and Plans

Emergency procedures and plans shall be provided in an accessible format or with appropriate communication supports, upon request, as soon as practicable.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, YSM will notify customers promptly. This 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.

Part 3 – Employment Standards

Application

The requirements set out in the Accessible Employment Standards section of YSM’s Integrated Accessibility Policy apply only to employees of YSM. They do not apply to volunteers or other non-paid individuals. YSM is committed to fair and accessible employment practices.

Definitions

• Performance management means activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
• Career development and advancement includes providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them.
• Redeployment means the reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

Guidelines and Procedures

• Accessible Websites and Web Content
  YSM shall work toward making its website and web content conform to the Worldwide Web Consortium’s Web Content Accessibility Guidelines, (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Recruitment

YSM shall do the following:

1. Notify its employees and the public about the availability of accommodation for applicants with disabilities in recruitment processes.
2. Notify job applicants when they are selected to participate in an assessment or selection process that accommodations are available upon request, in relation to the materials or processes to be used.
3. Consult with the applicant to provide or arrange for the provision of suitable accommodation that takes into account the applicant’s accessibility needs due to a disability.

Notice to Successful Applicants

When making offers of employment, YSM will notify the successful applicant of YSM’s policies for accommodating employees with disabilities.

Informing Employees of Supports

YSM shall inform employees of YSM’s policies used to support its employees with disabilities including those on the provision of job accommodation that take into account an employee’s accessibility needs. This information will be provided to new employees as soon as practicable after they begin their employment with YSM. Updated information will be provided to employees whenever there is a change to existing policies on the provision of job accommodations.

Accessible Formats and Communication Supports for Employees

When requested by an employee, YSM will consult with the employee to provide or arrange for the provision of accessible formats and communication supports needed to perform the employee’s job and information generally available to employees in the workplace.

Workplace Emergency Response Information

YSM will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and YSM has been made aware of the need for accommodation due to the employee’s disability. Individualized workplace emergency response information will be reviewed when an employee moves to a different location in the organization, when the employee’s overall accommodation needs or plans are reviewed and when YSM reviews its general emergency response policies.

Documented Individual Accommodation Plans

YSM shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities. The process shall include the elements identified in section 28 (2) of the IASR.

Return to Work Process

YSM shall develop, document and have in place a return to work process for employees who have been absent from work due to a disability and require disability related accommodation to return to work.

Performance Management, Career Development and Advancement, and Redeployment

YSM shall take into account the accessibility needs of employees with disabilities and individual accommodation plans in performance management processes, when providing career development and advancement opportunities and when considering redeployment of employees with disabilities.