1. POLICY
    1. LCDS is committed to providing quality services that are accessible to all persons.
    2. LCDS will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the Accessible Customer Service principles of dignity, independence, integration and equal opportunity.
  2. PURPOSE/OUTCOME EXPECTED
    1. The purpose of this Statement of Policy and Procedure is to establish guidelines to ensure all LCDS services are accessible to everyone in the community in accordance with Ontario Regulation 429/07 Accessibility
      Standards for Customer Service.
  3. SCOPE
    1. This Statement of Policy and Procedure applies to all employees, volunteers and others who are consultants or contracted by LCDS to provide services on behalf LCDS. It includes those who develop or participate in developing LCDS’ policies, practices and procedures governing the provision of services.
  4. RESPONSIBILITY
    1. All employees are responsible for providing customer service that is accessible and for providing feedback on how customer services can be improved.
    2. The Executive Director is responsible for overseeing accessibility as it relates to customer service standards and for responding to feedback that is received.
  5. DEFINITIONS
    None
  6. PROCEDURE
    1. Training: Training on how to support people with disabilities will be part of the LCDS orientation process. Every role or position at LCDS will have some training tailored to suit that person’s role with the public and customers. Training shall include: a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005; 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 support person; information on how to use equipment made available by LCDS to help people with disabilities access services.
    2. Records shall be kept indicating the date and training provided, and the number of individuals to whom it was provided.
    3. Assistive Devices and Other Measures that Assist with Accessibility: A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from services that LCDS provides. In the event a person with a disability is hindered from accessing services through the use of their own personal assistive device, LCDS may offer a person with a disability other reasonable measures to assist him or her in obtaining, using and benefiting from the services, where LCDS has such other measures available.
    4. Service Animals: A person with a disability accompanied by a service animal is permitted to enter LCDS premises with the animal unless the animal is otherwise excluded by law. Where a service animal is excluded by law, LCDS shall ensure that other measures are made available to enable the person with the disability to obtain, use or benefit from the services. Section 4(9) of the Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reasons related to a person’s disability; or (2) if the person provides a letter from the doctor or nurse confirming that the animal is required for reasons relating to the disability.
    5. Support Persons: When a person with a disability is accompanied by a support person, LCDS will ensure that both persons are permitted to enter any facility, and that the person with a disability is not prevented from having access to the support person.
    6. Notice of Temporary Disruptions: LCDS will give notice of temporary disruptions to services or facilities used by persons with disabilities including the reason(s) for the disruption, the anticipated duration of the disruption and alternative facilities or services that may be available. The notice shall be posted in a conspicuous place on the premises of the facility or communicated by other reasonable methods, as appropriate. When the disruption is planned, advanced notice will be provided.
    7. Feedback: All feedback on the accessibility of LCDS services is welcome and should be directed to:
      Office of the Executive Director
      339 Centre St., Petrolia, ON N0N 1R0
      519-882-0933
      All feedback will be will be used to improve customer service.
  7. REFERENCES or RELATED POLICIES
    None
  8. FORMS or RELATED DOCUMENTS
    LCDS Accessibility Plan (posted on Intranet)