Accessibility Policy (AODA)


This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves. All services provided by Employers Overload will be provided with dignity, respect and equality.

What is AODA?

The Accessibility for Ontarians with Disabilities Act was passed in 2005 to ensure and create accessibility for all Ontarians with disabilities in respect to goods, services , facilities, accommodations, employment and buildings by January 1st, 2025. This legislation applies to organizations that have one or more employee in Ontario which privies services to either the public directly or to other businesses or organizations within Ontario.

*The size of the organization will determine the requirements needed to be met.

Statement of Commitment

Employers Overload is committed to maintaining the rights of persons with disabilities as per the Ontario’s Human Rights Code. Employers Overload commits to equal treatment of persons with disabilities and will accommodate in meeting the needs of persons with disabilities if able to do so.

Customer Service Standard

Employers Overload has also strove for all Ontarians to be provided with exceptional customer service no matter the persons circumstance. All peoples will be treated with respect and dignity while working for/with Employers Overload.

Scope

  1. This policy applies to the provision of services at premises operated by Employers Overload.
  2. This policy applies to employees, assignment employees, clients, volunteers and/or contractors who deal with the public or other third parties that act on behalf of Employers Overload , including when the provision of these services occurs off the premises of Employers Overload such as in: temporary assignments, delivery services, call centers, vendors, drivers, etc
  3. The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that take place at premises owned and operated by Employers Overload.
  4. This policy shall also apply to all persons who participate in the development of Employers Overload policies, practices and procedures governing the provision of goods and services to members of the public or third parties.In order to ensure compliance, Employers Overload has developed and will continue to maintain accessible customer service policies, procedures and practices, provide staff training, implement a feedback method, arrange for alternate communication methods and provide appropriate notice for disruptions. In accordance with the Accessibility Standard for Customer Service, Employers Overload commits to implement the following policies and procedures:
    1. The Provision of Goods and Services to Persons with Disabilities B: The Use of Assistive Devices
    2. The Use of Support Persons
    3. The Use of Guide Dogs, Service Animals
    4. Notices of Service Disruptions
    5. Customer Feedback
    6. Training
    7. Notice of Availability and Format of Required Documents

The Provision of Goods and Services to Persons with Disabilities

Employers Overload will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring that all staff, clients, applicants and assignment employees receive the same value and quality;
  • Allowing staff, clients, applicants and assignment employees with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • Using alternative methods when possible to ensure that staff, clients, applicants and assignment employees with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual needs when providing goods and services; and communicating in a manner that takes into account the individuals disability.

Assistive Devices

Assistive Devices are any type of technical aid, communication device or other instrument that is used to . maintain or improve functional abilities of persons with disabilities. These devices include but are not limited to assisting in hearing, seeing, communicating, moving, breathing, remembering or reading.

Employers Overload will ensure that all internal staff are trained and familiar with various assistive devices that may be used by customers with disabilities while visiting our office locations and accessing our services. All required training, policies and reviews of assistive devices will be conducted as often as may be required. In a case where there is safety concerns, Employers Overload will look to other

Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet’.’ policies do not apply to guide dogs, service animals and/or service dogs. Employers Overload will ensure that all employees dealing with the public are trained in how to interact with persons who are accompanied by service animals.

On rare occasions a service animal may not be permitted to enter an area. In these instances, management will strive provide alternative methods of assistance.

Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used for reasons relating to his or her disability, Employers Overload may request verification from the individual.

Verification may include:

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or,
  • a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:
The individual that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Employers Overload will make all reasonable efforts to meet the needs of all individuals.

Support Persons

As reflected in Ontario Regulation 429/07, a support persons 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, medical needs or access to goods and services.

If an individual with a disability is accompanied by a support person, Employers Overload .will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations Employers Overload will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the individual with disability, prior to any conversation where confidential information might be discussed.

Notice of Disruption of Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Employers Overload. In the event of any temporary disruptions to facilities or services that individuals with disabilities rely on to access or use Employers Overload services, reasonable efforts will be made to provide advance notice. If possible, Employers Overload will notify individuals by posting the notice in a conspicuous place including at the point of disruption and at the main entrance. Notice may include the reason of the disruption, the anticipated length of time and a description of any alternative facilities or services available (whenever applicable). Depending on the nature of the disruption, notice may also be provided by email, outgoing telephone messages and/or on the Employers Overload website.

In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Feedback Process

Employers Overload will provide individuals with the opportunity to provide feedback on the service provided to individuals with disabilities. Individuals who wish to provide feedback can do so various methods which include:

  • In person to any Employers Overload staff
  • By mail
  • By email
  • By telephone.

Individuals that provide feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training

Training will be provided to:

  • All employees full or part time, volunteers, co-op students, agents and/or contractors who deal with the public or other third parties that act on behalf of Employers Overload. and,
  • Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • Employers Overloads policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:
Employers Overload will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:
Employers Overload will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Required Documents

Employers Overloads AODA Customer Service Standard Policy and procedures will be made available to individuals upon request.

Employers Overload will provide documents, or the information contained in documents,;required to be provided under the Standard to a customer with a disability in a format that takes into account the customer’s disability.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability– the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • 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;
  • a condition of mental impairment or a developmental disability;
  • a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • a mental disorder; or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

  • it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
  • or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a 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, medical needs or access to goods and services.

Additional Information

For more information or to provide feedback about Employers Overload’s Accessibility Policy, please call our head office for the Greater Toronto Area at 416-233-2634, or send an email to employersoverload.ca@gmail.com