Policy Name: Providing Goods and Services to People with Disabilities
Value Statement: The Multicultural Council of Windsor and Essex County is committed to excellence in serving all customers including people with disabilities.
We will ensure that all staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their disability.
We welcome people with disabilities and their service animals. Service animals are allowed on our premises.
A) The MCC welcomes persons who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person. At no time will a person who is accompanied by a support person be prevented from having access to his or her support person, provided that the interaction between the person and his /her support person does not compromise client staff relationship or MCC ability to provide service.
B) In the case where a fee will be charged for the admission of a support person, the fee will be communicated and posted accordingly by the program through our website, brochure or other public method.
Notice of temporary disruption
The MCC will provide notice in the event of a planned or unexpected disruption to services or facilities for customers with disabilities to access the MCC’s programs and services. Although the MCC cannot provide the same guarantee in emergency temporary disruptions situations, every reasonable effort will be made to give adequate notice.
A notice regarding a temporary disruption 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 in relevant conspicuous locations on our premises and, when appropriate shall be placed on the MCC website.
Training will include:
The MCC will provide training about accessible goods and services to all employees, volunteers and students who interact with members of the public who wish to obtain, use or benefit from services provided by the MCC. In addition, training will be provided to employees as part of the orientation training for new employees/volunteers/students on an ongoing basis whenever changes are made to relevant policies, procedures and practices. The training will be provided as soon as practicable after the new employee is assigned his/her duties.
Training will include a review of the purpose of the Accessibility for Ontarians with Disabilities Act 2005, the requirements of the Customers Service standard, and information about the following:
How to interact and communicate with people with various types of disabilities.
The MCC’s policies, practices and procedures relating to the provision of services to persons with disabilities
How to interact with persons with disabilities who use an assistive device or require the assistance of service animal or a support person.
How to use equipment or devices available at the MCC that may help with the provision of services to a person with a disability.
What to do if a person with a disability is having difficulty accessing the MCC’s services.
Training will be provided on an ongoing basis and will be altered as needed.
Customers who wish to provide feedback regarding the way in which The MCC provides goods and services to people with disabilities can be provided, via e-mail, at firstname.lastname@example.org. All feedback will be directed to the Human Resources Personnel. Customers can expect to hear back in 10 business working days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of The MCC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Other formats of the policy are available upon request.