Accessibility

Canadian Health Care Agency Ltd. (CHCA)


Accessibility Plan

This accessibility plan outlines the policies and actions that CHCA has taken to improve opportunities for people with disabilities.

Statement of Commitment

CHCA is committed to treating all people in a way that allows them to maintain their dignity and independence. CHCA believes in integration and equal opportunity and is committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

CHCA’s Customer Service Plan

Providing Services to Persons with Disabilities

CHCA is committed to excellence in providing services to all clients and their representatives, including persons with disabilities.

Assistive devices

We ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

Communication

We communicate with persons with disabilities in ways that take their disability into account.

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, unless the service animal is otherwise excluded from the area by law (e.g. kitchen areas) or where there are overriding health and safety considerations.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that support person accompany them on our premises.
While on our premises, the person with a disability shall be permitted to have access to their support person at all times.
Unless there are overriding health and safety concerns, the person with a disability may choose not to be accompanied by their support at all times.

Notice of temporary disruption

In the event of a planned or unexpected disruption to our services or facilities for clients with disabilities, CHCA will notify clients promptly. The 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.
The notice will be posted on our website and, where appropriate, will be posted in the reception area of our office.

Training for staff

CHCA provides training to all employees and others who deal with the public or other third parties on our firm’s behalf. Training will also be provided to any person who helps develop the firm’s policies, practices and procedures governing the provision of services to clients or third parties.

Training is provided to new members of CHCA during the orientation period.

Training includes:

  • an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • CHCA’s plan related to the customer service standard
  • how to interact and communicate with persons with various types of disabilities
  • how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • how to use equipment or devices, where provided, available on-site or otherwise that may help with providing goods or services to persons with disabilities
  • what to do if a person with a disability is having difficulty in accessing CHCA’s services


Employees will also be trained when changes are made to our customer service plan.

Training records are made and maintained in accordance with the requirements of the Accessibility Standards for Customer Service (O. Reg. 429/07).


Feedback


Clients or others who wish to provide feedback on the way CHCA provides services to persons with disabilities can provide their feedback by any of the following methods:

By telephone: 519-651-0005

By facsimile: 888-439-2979

By e-mail: info@chc-a.ca

By regular mail:

Canadian Health Care Agency Ltd.
485 Pinebush Road, Suite 203
Cambridge, ON
N1T 0A6

Attention: Accessibility Coordinator

Any complaints about services provided to persons with disabilities will be addressed according to our regular complaints management procedures.

Modifications to this or other policies

Any policy of CHCA that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Availability of Documents

CHCA has prepared the documentation required under the Accessibility Standards for Customer Service, and will provide copies upon request.

Accessibility Policies and Plan under the Integrated Accessibility Standards

Accessible Emergency Information

CHCA is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We provide employees with disabilities with individualized emergency response information when necessary based on their known accommodation needs.


Training

In addition to the training we provide to our employees under the Accessibility Standards for Customer Service, CHCA provides training to our employees, volunteers and other staff members on the requirements of the Integrated Accessibility Standards (Ontario Regulation 191/11) and on the Human Rights Code as it relates to people with disabilities. Training is provided in a way that best suits the actual duties of our employees.
Training is provided to new members of the firm during their orientation period in conjunction with training outlined in the Customer Service Plan.
Training records are made and maintained in accordance with the requirements of the Integrated Accessibility Standards.

Information and Communications

CHCA is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.

CHCA will ensure that existing feedback processes are accessible to people with disabilities, upon request.

CHCA ensures that all of its publicly available information is made accessible upon request. Where a request for an accessible format or for communication supports is received, CHCA will:

  • consult with individual making the request to determine their accessibility needs and what would be a suitable format or support;
  • provide the requested information in a timely manner; and
  • provide the information at no additional cost


CHCA’s website and all content on our website that has been posted since January 1, 2012, conforms with the Web Content Accessibility Guidelines (WCAG) 2.0, Level A.


CHCA will take the following steps to make all its internet websites, and all content posted on those sites since January 1, 2012, conform with WCAG 2.0, Level AA, as required under the Integrated Accessibility Standards by January 1, 2021:

  • we will audit all websites and content for Level AA compliance;
  • we will implement the necessary changes to bring the websites and web content into conformance with all applicable Level AA standards.


Employment

CHCA is committed to fair and accessible employment practices.

CHCA notifies the public and staff applying to internal postings that accommodations are available for people with disabilities during the recruitment process. If an applicant is selected to participate in an assessment process, CHCA notifies the applicant that accommodations are available upon request should the applicant have accessibility needs due to a disability. CHCA will consult with the applicant to determine whether a suitable accommodation is available.

CHCA notifies successful applicants of its policies for accommodating employees with disabilities. CHCA notifies its employees and new hires of its policies to support people with disabilities and makes all such policies available to all employees.

Where an employee requests, CHCA will provide or arrange for the provision of accessible formats or communications supports for: (a) information needed to perform the employee’s job; and (b) information generally available to other employees. CHCA will consult with the employee making the request.

When undertaking any performance management, career development and redeployment processes, CHCA will ensure that the accessibility needs of its employees with disabilities needs are taken into account. This will include a review of any individual accommodation plans that are in place for individual employees.

Where an employee, client or other person identifies any accessibility barriers, CHCA will take steps to remove the barriers identified.

Design of Public Spaces

CHCA will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Due to the nature of our business, public spaces will typically include only service-related elements like service counters and our training area.

CHCA will endeavour to prevent service disruptions to the accessible parts of its public spaces. To reduce the risk of service disruptions, CHCA will periodically inspect the accessible portions of its public spaces. When any deficiencies are noted that might impact on accessibility, CHCA will take steps to correct the deficiency within a reasonable time frame.

In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

For more information

For more information on this accessibility plan, or for a copy of this plan in an accessible format, please contact the firm by any of the following means:

By telephone: 519-651-0005

By facsimile: 888-439-2979

By e-mail: info@chc-a.ca

By regular mail:

Canadian Health Care Agency Ltd.
485 Pinebush Road, Suite 203
Cambridge, ON
N1T 0A6

Attention: Accessibility Coordinator