Policy Statement
The purpose of this policy is to set out the requirements of Ontario Regulations regarding Accessibilities Standards Regulations (IASR) which reflect a number of accessibility standards that Shawneeki Golf Club is required to meet.
Training will include to all employees, volunteers, policy makers and all others who provide goods and services or facilities on behalf of the organization:
- areas of the other accessibility standards that are relevant to their work responsibilities which may include
- general requirements, accessibility plans and training
- accessible information and communications standards
- accessible employment standards
- design of public spaces standards
- the Ontario Human Rights Code as it relates to people with disabilities (everyone)
Commitment Statement
Shawneeki is committed to training all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of our members, guests and employees with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA.
POLICY
Accessible Customer Service:
The Club shall make reasonable efforts to ensure that its policies, procedures and practices as amended from time to time are consistent with the following principles:
- a) The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.
b) The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
c) Persons with a disability must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
Assistive Devices: Shawneeki permits a person with a disability to use and keep with them their own personal assistive devices to obtain, use or benefit from the goods or services offered by Shawneeki Golf Club.
Communication: Shawneeki workers, when communicating with a person with a disability, shall do so in a manner that takes into account the person’s disability.
Service Animals and Support Persons: Shawneeki shall allow a person with disability, who requires to be accompanied by a support person or guide dog into Shawneeki’ s premises that are owned or operated public facilities. The person is permitted to keep the guide dog with them unless the animal is otherwise excluded by law.
Training: The Club will provide training to workers, volunteers and others who deal with the public.
Individuals in the following positions will be trained:
Managers, customer service workers and maintenance workers.
This training will take place as soon as is practicable and upon completion, records of training will be kept and made available upon request.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Shawneeki ‘s 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
- How to use the automated door and location of wheelchair accessible washroom.
- What to do if a person with a disability is having difficulty in Shawneeki’s goods and services
Workers 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 Shawneeki provides goods and services to people with disabilities can email, call or speak to a manager in person.
All feedback, including complaints, will be directed to the Director of Golf at Shawneeki George.shawneeki@rogers.com or 905-478-4211
Customers can expect to hear back in one weeks’ time.
Modifications to this or other policies: Any policy of the Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
RESPONSIBILITIES
Responsibilities of Management:
- Educate workers and ensure compliance with all aspects of the policy.
- Demonstrate behaviours that are consistent with the policy.
- Provide support and guidance to worker members in fulfilling the policy.
- Ensure all workers are trained according to the requirements of the legislation.
- When aware of areas of non-compliance ensure appropriate action is taken.
Responsibilities of Workers:
- Comply with all aspects of the policy.
- Demonstrate behaviours that are consistent with the policy.
- Participate fully in training as it relates to this policy.
- When aware of areas of non-compliance ensure the manager is notified.
ACCESSIBILITY STANDARDS FOR HUMAN RIGHTS
The Accessibility for Ontarians with Disabilities Act, or AODA, aims to identify, remove, and prevent barriers for people with disabilities. The AODA became law on June 13, 2005 and applies to all levels of government, nonprofits, and private sector businesses in Ontario that have one or more employees (full-time, part-time, seasonal, or contract).
Ontario’s Human Rights Code
The Ontario Human Rights Code (the Code) provides for equal rights and opportunities, and freedom from discrimination. The Code recognizes the dignity and worth of every person in Ontario. It applies to the areas of employment, housing, facilities and services, contracts, and membership in unions, trade or professional associations.
At work, employees with disabilities are entitled to the same opportunities and benefits as people without disabilities. In some cases, they may need special arrangements or “accommodations” so they can do their job duties.
Customers, clients and tenants with disabilities also have the right to equal treatment and equal access to facilities and services. Examples of facilities and services are restaurants, shops, hotels and movie theatres, as well as apartment buildings, transit and other public places.
Public and private education providers must also make sure their facilities and services are accessible, and that students with disabilities are accommodated.
What is disability?
“Disability” covers a broad range and degree of conditions, some visible and some not visible. A disability may have been present from birth, caused by an accident, or developed over time. There are physical, mental and learning disabilities, mental disorders, hearing or vision disabilities, epilepsy, drug and alcohol dependencies, environmental sensitivities, and other conditions.
The Code protects people from discrimination because of past, present and perceived disabilities. For example, the Code protects a person who faces discrimination because she is a recovered alcoholic. So is a person whose condition does not limit their workplace abilities, but who is believed to be at greater risk of being able to do less in the future.
Removing barriers and designing inclusively
Persons with disabilities face many kinds of barriers every day. These can be physical, attitudinal or systemic. It is best to identify and remove barriers voluntarily instead of waiting to answer individual accommodation requests or complaints.
Identifying and removing barriers also makes good business sense. As well as meeting the needs of customers or employees with disabilities, removing barriers can also help other people, such as older persons and families with young children.
Employers, and service providers can start by doing an accessibility review of their facilities, services and procedures to see what barriers exist. You can then make an accessibility plan and begin to remove the barriers.
It is also helpful to create an accessibility policy and a complaints procedure. These steps will help you remove existing barriers and avoid making new ones. The best way to prevent barriers is to design inclusively. This means that when planning new facilities, renovating, buying computer systems or other equipment, launching websites, setting up policies and procedures, or offering new services, make sure your choices avoid creating new barriers for people with disabilities.
Barriers aren’t just physical. Taking steps to prevent “ableism” – attitudes in society that devalue and limit the potential of persons with disabilities – will help promote respect and dignity, and help people with disabilities to fully take part in community life.
The duty to accommodate
Even when facilities and services are designed as inclusively as possible, you may still need to accommodate the individual needs of some people with disabilities. Under the Code, unions, landlords and service providers have a legal “duty to accommodate” persons with disabilities. The goal of accommodation is to allow people with disabilities to equally benefit from and take part in services, housing or the workplace.
Accommodation is a shared responsibility. Everyone involved, including the person asking for accommodation, should work together, exchange relevant information, and look for accommodation solutions together.
There is no set formula for accommodating people with disabilities. Even though some accommodations can benefit many people, you still need to consider individual needs each time a person asks to be accommodated. A solution for one person may not work for someone else.
Some examples of accommodations include:
- Providing reading materials in alternative formats including digitized text, Braille or large print
- Putting in automatic entry doors and making washrooms accessible in the workplace or the common areas of a condominium
- In some cases, changing job duties, retraining or assigning a person to another job.
Many accommodations can be made easily, and at low cost. In some cases, putting the best solution in place right away may result in “undue hardship” because of costs or health and safety factors. Even if this happens, you still have a duty to look at and take next-best teps that would not result in undue hardship. Such steps should be taken only until more ideal solutions can be put in place or phased in.
Accommodation Responsibilities
As a person with a disability:
- Tell your employer or service provider what your disability-related needs are related to your job duties or the services being provided
- Provide supporting information about your disability-related needs, including medical or other expert opinions where needed
- Take part in looking at possible accommodation solutions.
As an employer or service provider:
- Accept requests for accommodation from employees, tenants and clients in good faith
- Ask only for information that you need to provide the accommodation. For example, you would need to know that an employee’s loss of vision prevents them from using printed material, but you do not need to know they have diabetes
- Take an active role in looking at accommodation solutions that meet individual needs
- Deal with accommodation requests as quickly as possible, even if it means creating a temporary solution while you develop a long-term one
- Respect the dignity of the person asking for accommodation, and keep information confidential
Accessibility Standards for Customer Service with Persons with Disabilities Policy
Accessibility Policies Statement
Shawneeki is committed to improving the accessibility needs of people with disabilities and providing equal treatment and opportunity to people with disabilities with respect to accessing services, accommodation and employment in a way that respects their dignity and independence.
Purpose
The Integrated Accessibility Standards, Regulation 191/11 (“IASR”) under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) establishes standards to address barriers that persons with disabilities face in the areas of information and communications, employment and the design of public spaces.
The Accessibility Standards for Guest Service, Regulation 429/07 under the AODA establishes accessibility standards for providing guest service to persons with disabilities. The requirements under these standards are not a replacement or substitution for the requirements of the Ontario Human Rights Code (the “Code”). The purpose of these policies is to put in practice our responsibilities under the AODA and to ensure that the Club complies with the Government of Ontario’s accessibility standards. Application The Club strives to meet the accessibility needs of its employees and the public it serves. As such, the practices and procedures in these Accessibility Policies apply to all Club employees, volunteers and individuals that provide services or interact with people with disabilities on behalf of the Club.
Definitions:
Assistive Devices
Auxiliary aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs or hearing aids).
Communication Supports
Supports facilitating effective communications, including captioning, alternative and augmentative communication supports, plain language and sign language.
Disability
As per the Code, means: a) 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; b) a condition of mental impairment or a developmental disability; c) a learning disability, or a dysfunction in one (1) or more of the processes involved in understanding or using symbols or spoken language; d) a mental disorder; or e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.
Employees
Every person who deals with members of the public or other third parties on behalf of the Club, whether the person does so as an employee, agent, volunteer or otherwise.
Persons with Disabilities
Individuals who have a disability as defined under the Code (as above).
Service Animals
Animals individually trained to do work or perform tasks for the benefit of a person with a disability.
Support Persons
Any persons, whether a paid professional, volunteer, family member, or friend, who accompany an individual with a disability in order to help with communications, personal care or medical needs, or with access to services.
Guest Service Standards
Reasonable efforts will be made by the Club including its employees, volunteers and individuals providing services on their behalf, to ensure that:
- persons with disabilities are provided equal opportunity to obtain, use and benefit from the Club’s services;
- the Club’s services are provided in a manner that respects the dignity and independence of persons with disabilities;
- services provided to persons with disabilities are integrated with the services provided to others unless an alternative measure is necessary to allow a person with a disability to benefit from the services;
- communications with a person with a disability are conducted in a respectful manner that takes the person’s disability into account;
- persons with disabilities may use assistive devices, service animals and support persons as is necessary to access the Club’s offices and services unless superseded by other legislation.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that all staff, volunteers and others dealing with the public are trained and familiar with various assistive devices that may be used by guests with disabilities while accessing our services.
Telephone Services
We are committed to providing fully accessible telephone service to our guests. We will train employees to communicate with guests over the telephone in clear and plain language and to speak clearly and slowly. All staff, volunteers and others dealing with the public will offer to communicate with guests by web-based guest care request, e-mail or fax if telephone communication is not suitable to their communication needs or is not available.
Billing and Invoicing
We are committed to providing accessible invoices to all of our guests. For this reason, invoices will be provided in the following formats upon request: hard copy or e-mail. All staff, volunteers and others dealing with the public will answer any questions that guests may have about the content of the invoice in person, by telephone or e-mail.
Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained in how to interact with people with disabilities who are accompanied by a service animal. We are also committed to welcoming people with disabilities who are accompanied by a support person on parts of our premises that are open to the public and other third parties. Any person with a disability who is accompanied by a support person will be allowed to enter the Club’s premises with his or her support person.
Notice of Temporary Service Disruption
The Club will provide guests with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption and its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed in conspicuous places, including entrances and service counters of the affected premises, as well as by other means such as on our website that will ensure that the notice reaches those persons potentially affected by the temporary disruption.
Feedback System
The ultimate goal of the Club is to meet and surpass guest expectations while serving guests with disabilities.
Employment Standards Recruitment
- Job applicants who are individually selected for an interview and/or testing shall be notified that accommodation is available, upon request. When the applicant requests accommodation, the Club will consult with the applicant to arrange for accommodation in a manner that takes into account the applicant’s disability.
- Employee Supports: The Club will inform its employees of the policies used to support employees with disabilities, including accommodation plans and policies 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 and updated information will be provided to all employees whenever there is a change to existing accommodation policies.
- Return to Work Program: The Club will maintain a Return to Work Program to support employees in their return to work following absences due to medical injuries and/or disabilities. The Program includes the manner in which the Club will work with the employee and the WSIB (where applicable) to assist the employee in safely returning to work.
- Accessible Formats and Communication Supports
Upon request by an employee, the Club will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:
- information that is needed in order to perform the employee’s job; and information that is generally available to employees in the workplace.
- The Club will consult with the employee making the request in determining the suitability of the accessible format or communication supports
- Workplace Emergency Response Information
Individual workplace emergency response procedures will be provided to an employee with a disability where it is necessary. In addition, this information will be provided, with the employee’s consent, to the person designated to provide assistance. The information will be reviewed whenever the employee moves to a different location, when the employee’s overall accommodation needs or plans are reviewed and when the Club reviews its emergency response plans.
- Performance Management and Career Development and Redeployment
As part of the accommodation process, the Club will take into account the accessibility needs of its employees with disabilities when considering career development, performance management and redeployment.
Training Guest Service Standard
The Club will provide training on the Guest Service Standard requirements under the AODA to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of guest service policies, practices and procedures. Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. As changes are made to these policies, practices and procedures, the Club will provide on-going training.
Integrated Accessibility Standard
The Club is also committed to training employees, volunteers, persons who deal with the public or other third parties on their behalf and other persons involved in developing policies on Ontario’s accessibility laws and on accessibility aspects of the Ontario Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members, and will be on-going where there are any changes to these policies. Training will take place as soon as is practicable and upon completion, records of training will be kept and will be available upon request.
Management will be trained when there are any changes to these policies.
Design of Public Spaces
The Club will meet the Accessibility Standards for the Design of Public Spaces when undertaking new construction and redevelopment of public spaces. Public spaces include:
- public eating areas
- outdoor play spaces
- outdoor paths of travel (e.g. sidewalks, ramps, stairs)
- accessible parking
- service-related elements (e.g. reception desk)
Information and Communication Standard
When a request is received alternatives to standard print, Shawneeki Golf Club will consult with the person to determine their accessibility needs. Shawneeki Golf Club will determine the most appropriate accessible format or communication support depending on the accessibility needs of the person and the capability of your organization to deliver.
Accessible formats and communication supports will be provided in a timely manner. Some examples of alternate formats and communication supports Shawneeki may use are
- Reading written information to a person directly
- Large print
- Text transcripts of audio or visual information
- Handwritten notes instead of spoken word
- Information written in plain language
Modifications to Policy
Any Club policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.
The Club’s policies are maintained and updated regularly to reflect legislative changes and changes in practices. As we are committed to developing accessibility policies that respect and promote the dignity and independence of people with disabilities, no changes will be made to this policy before considering the impact on people with disabilities.
Further Information If anyone has a question about these Accessibility Policies or wish to request a copy, please call Shawneeki Golf Club.
PURPOSE:
To ensure support for and compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
DEFINITIONS:
Taken from the Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/0
Assistive Device – shall mean an auxiliary aid such as communication aid, cognition aid, personal mobility aid and medical aid (i.e. canes, crutches, wheelchairs, or hearing aids etc.) to access and benefit from the goods and services offered by Shawneeki.
Barrier – means anything that prevents a person with a disability from fully participating in all aspects of society because of the disability
Disability – means any degree of physical disability including, but not limited to, diabetes, epilepsy, brain injury, paralysis, amputation, lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog, other animal, wheelchair or other remedial appliance or device; mental impairment or developmental disability; learning disability or dysfunction in understanding or using symbols or spoken language; or mental disorder.
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 or services.
Dignity – service is provided in a way that allows the person with a disability to maintain self respect and the respect of other people.
Equal Opportunity – service is provided to a person with a disability in such a way that they have an opportunity to access services equal to that given to others.
Integration – service is provided in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternate measure is necessary to enable a person with a disability to access goods or services.
POLICY
Accessible Customer Service: Shawneeki shall make reasonable efforts to ensure that its policies, procedures and practices as amended from time to time are consistent with the following principles:
- The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.
- The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
- Persons with a disability must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
Assistive Devices: Shawneeki Golf permits a person with a disability to use and keep with them their own personal assistive devices to obtain, use or benefit from the goods or services offered by Shawneeki Golf Club.
Communication: Shawneeki workers, when communicating with a person with a disability, shall do so in a manner that takes into account the person’s disability.
Service Animals and Support Persons: Shawneeki shall allow a person with disability, who requires to be accompanied by a support person or guide dog into Shawneeki’s premises that are owned or operated public facilities. The person is permitted to keep the guide dog with them unless the animal is otherwise excluded by law.
Training: Shawneeki will provide training to workers, volunteers and others who deal with the public or other third parties on our behalf.
Individuals in the following positions will be trained: Managers, customer service workers and maintenance workers. This training will be provided to workers at orientation or within 2 weeks of first shift.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard Shawneeki Golf Club 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.
- Location of wheelchair accessible washroom. What to do if a person with a disability is having difficulty in Shawneeki’ s goods and services
- Workers 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 Shawneeki provides goods and services to people with disabilities can email, call or speak to a manager in person. Customers can expect to hear back in one weeks’ time.
Modifications to this or other policies: Any policy of Shawneeki that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
RESPONSIBILITIES
Responsibilities of Management:
- Educate workers and ensure compliance with all aspects of the policy.
- Demonstrate behaviours that are consistent with the policy.
- Provide support and guidance to worker members in fulfilling the policy.
- Ensure all workers are trained according to the requirements of the legislation.
- When aware of areas of non-compliance ensure appropriate action is taken.
Responsibilities of Workers:
- Comply with all aspects of the policy.
- Demonstrate behaviours that are consistent with the policy.
- Participate fully in training as it relates to this policy.
- When aware of areas of non-compliance ensure the manager is notified.
