Annual Reports


Accessibility

Accessibility

For All

The AODA was passed by the provincial government in 2005, with the goal to make Ontario fully accessible for people or persons with disabilities by 2025.

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  • WSNCC Accessible Service Policy
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    Purpose

    To meet accessibility standards as set out in the Accessibility for Ontarians with Disabilities Act ensuring people with disabilities have the same kind of opportunities as other employees and/or clients.


    The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and to establish a policy for WSNCC that governs the provision of its programs and services to persons with disabilities.

    Policy

    1. Our Commitment 


    West Scarborough Neighbourhood Community Centre, in fulfilling our mission, strives at all times to provide its programs and services in a way that respects the dignity and the independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our programs and services and allow them to benefit from the same services, in the same place and in a similar way as other participants.


    2. Providing Programs and Services to People with Disabilities


    WSNCC takes reasonable efforts to ensure that its policies, practices and procedures are consistent with the following four principles:

    • Dignity
    • Independence
    • Integration
    • Equal opportunity

    WSNCC is committed to excellence in serving all participants including people with disabilities and we will carry out our functions and responsibilities in the following areas:


    Best Practices and Procedures


    3.1 Communication


    We will endeavour to do our best to communicate with people with disabilities in ways that take into account their disability.

    We will train staff and volunteers who communicate with participants about how to interact and communicate with various types of disabilities.

    3.2 Telephone Services


    We are committed to improving accessible telephone service to our participants. We will train our staff to communicate with participants over the telephone in clear and plain language and speak to clearly and slowly.


    We will offer to communicate with participants through email, relay services and written means if telephone communication is not suitable to their communication needs or is not available.


    3.3 Assistive Devices


    We are committed to serving people who need assistive devices to obtain, use or benefit from our programs and services.


    4. Use of Service Animals and Support Persons


    We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.


    We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter WSNCC’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.


    5. Notice of Temporary Disruption


    WSNCC will provide participants 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, its anticipated duration, and a description of alternative facilities or services, if available.


    The notice will be placed on our website, at all public entrances and on our main telephone line.

     

    6. Training for Staff


    WSNCC will provide training to all employees and direct service to volunteers who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of service policies, practices and procedures.


    All current employees will receive training by February 28, 2012. New employees will receive training within 4 weeks of hire.


    Training will include:

    1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
    2. How to interact and communicate with people with various types of disabilities.
    3. How to interact with people with disabilities who use an assistive device or require assistance of a service animal or a support person.
    4. What to do if a person with a particular type of disability is having difficulty accessing WSNCC program and services.

    Staff training will begin with the online serve-ability transforming Ontario’s customer service. 


    http:/www.mcss.gov.on.ca/mcss/serve-ability/splash.html specifically designed for this purpose. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.


    7. Feedback Process


    The ultimate goal of WSNCC is to meet and surpass participant expectations when serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

    Positive feedback can be shared with the agency by contacting the Coordinator of the program/service/location.


    8. Modifications to this or Other Policies


    We are committed to developing service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.


    Any policy of WSNCC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Currently, the following related policies are identified: Human Rights 2.1, Code of Conduct 2.4 and Accessibility 2.9.


    9. Questions About this Policy


    The policy exists to achieve service excellence to participants with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Program Director or the Executive Director.


    10. Administration of the Policy


    Responsibility of the periodic review and revision of the Policy lie with the Senior Management Team. The Policy will be reviewed and approved by the Board of Directors.

  • Multi-Year Accessibility Plan
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    This 2016-22 Accessibility Plan outlines the policies and actions that the West Scarborough Neighbourhood Community Centre (WSNCC) will put into place to improve opportunities for people with disabilities.


    Statement of Commitment


    West Scarborough Neighbourhood Community Centre is committed to treating 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 people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).


    Accessible Emergency Information


    West Scarborough Neighbourhood Community Centre is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.  


    Training


    West Scarborough Neighbourhood Community Centre will provide training to employees on Ontario’s accessibility laws and on the Human Rights code as it relates to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.  


    Kiosks


    West Scarborough Neighbourhood Community Centre does not currently have any kiosks. If kiosks are implemented, We will ensure employees consider the needs of the people with disabilities when designing, procuring or acquiring self-service kiosks.


    Information and Communications


    West Scarborough Neighbourhood Community Centre is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.


    We will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by 2019


    We will work with our website designer to ensure all necessary updates are made prior to January 2019


    Employment


    West Scarborough Neighbourhood Community Centre is committed to fair and accessible employment practices.


    We will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.


    • We will identify on all job postings that we are willing to accommodate disabilities during the selection process
    • If a candidate requires accommodations, we will work with them to make the necessary adjustments 
    • We will notify successful applicants of our policies for accommodating employees with disabilities

    West Scarborough Neighbourhood Community Centre will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:


    • Meet with the employee to develop a plan together.
    • Ensure that all Supervisors and Managers of the staff member are aware of the plan.
    • Follow-up with the employee after their first week back at work.
    • Allow flexibility to change the plan if needed.

    We will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account during performance management, career development and/or redeployment processes.


    • We will work individually with employees with disabilities to determine a personalized action plan.
    • Accommodations will be made for those on an as needed basis.


    Design of Public Spaces


    The West Scarborough Neighbourhood Community Centre facilities will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces in accordance with the City of Toronto’s multi year plan.


    Public spaces include:


    • Recreational trails/beach access routes
    • Outdoor public eating areas like rest stops or picnic areas
    • Outdoor play spaces, like playgrounds in provincial parks and local communities
    • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
    • Accessible off-street parking
    • Service-related elements like service counters, fixed queuing lines and waiting areas

    We will put the following procedures into place to prevent service disruptions to accessible parts of our public spaces.  


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


    For More Information


    For more information on this accessibility plan, please contact: wsncc@wsncc.org

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