POLICY
At OCCC, we are committed to doing things the right way – and that includes providing excellent client service to everyone, including people with disabilities.
This commitment means that we do our best to provide our services to people with disabilities in a manner that respects their dignity and independence, while at the same time gives them the same opportunity to access our services, and allows them to benefit from the same services, in the same place and in a similar way, as all other clients.
PURPOSE
The purpose of this policy is to clearly communicate OCCC’s client services standard.
SCOPE
This Statement of Policy and Procedure applies to all employees, volunteers, students and the Board of Directors.
It also applies to all Home Child Care providers and any other third parties providing contracted services to clients through Oxford Community Child Care.
RESPONSIBILITY
Each individual is responsible for ensuring the principles outlined in this policy are adhered to throughout all business activities.
It is the responsibility of the Executive Director or designate to ensure that this policy is administered consistently and fairly.
LEGISLATIVE REFERENCE
Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
PROCEDURES
As part of this commitment, we have established various practices and procedures for how our services are provided to people with disabilities. These include the following areas:
1. Assistive Devices
We are committed at OCCC to serving people with disabilities who use, or who may benefit from the use of, assistive devices – whether to access our services, or for other reasons because of their disability. Our staff have been trained and are familiar with various types of assistive devices that may be used by clients with disabilities while accessing our services.
2. Communication
We recognize that people with disabilities may communicate differently because of their disability. We are committed at OCCC to communicating with clients with disabilities in ways that take the nature of their disability into account.
3. Service Animals
We welcome people with disabilities who use service animals. Service animals are allowed on any part of OCCC’s premises that are open to the public or other third parties (except where otherwise prohibited by law).
Most of the time, our staff will be able to easily identify whether an animal is being used as a service animal or not. In the rare situation when it is not readily apparent, our staff may ask for a letter from a regulated health professional confirming that the service animal is required for reasons relating to disability.
A regulated health professional is defined as a member of one of the following colleges:
4. Support Persons
We also welcome people with disabilities who are accompanied by support persons. OCCC recognizes that some people with disabilities may have support people – e.g. paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care or medical needs, or with accessing our services.
Support persons are allowed on any part of OCCC’s premises that are open to the public or other third parties. At no time will a person with a disability be prevented from having access to his/her support person while on such premises.
OCCC currently does not charge any fees that would apply to support persons. Should this change, notice of such admission fees will be included on the flyer and/or postings for the specific event that requires admission, the OCCC main office, at the ICC reception room and/or the OCCC website.
In certain cases, Oxford Community Child Care might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
Before making a decision, Oxford Community Child Care will:
If Oxford Community Child Care determines that a support person is required, we will waive the admission fee or fare (if applicable) for the support person.
Temporary Disruptions
We recognize that people with disabilities often rely on certain facilities or services being available (e.g. accessible washroom; elevators; ramps; disabled parking etc.) at various service locations.
As part of our commitment to providing accessible client service, we promptly notify clients whenever there is a temporary disruption – whether it is planned or unplanned – in such facilities or services. This notice includes the reason for the disruption, its anticipated duration, and any alternative facilities or services available. Please note that nearly all OCCC programs are operated in facilities that do not belong to OCCC making us dependent on other organizations to provide such information in a timely manner.
Staff Training
We are committed to providing training to all employees, volunteers and others who deal with the public or other third parties on behalf of OCCC. This same training is also provided to others at OCCC who are involved in establishing the policies, practices and procedures for how our services are provided to people with disabilities.
This training includes:
We strive to have this accessible client service training provided to all staff within 30 days of being hired or transferred into an applicable position. After that, we provide updated training on an annual basis and/or whenever changes are made to how our services are provided to people with disabilities.
Feedback Process
When it comes to providing accessible client service, we will always try our best and will certainly learn from any mistakes. This is why we encourage and appreciate hearing about how we are doing – both good and bad.
Feedback may be provided in person, by telephone, in writing, or by email. The Client Feedback Form may be used to provide such feedback, but is not mandatory. Oxford Community Child Care will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Feedback may be provided:
By Mail to: ATTN: Accessibility Officer
Oxford Community Child Care, Inc.
379 Hunter St, Woodstock, ON N4S 4G3
Telephone: 519-539-4419
Fax: 519-539-0068
In Person: Please ask for the Accessibility Officer
As above.
By E-Mail to: accessibility@oxfordccc.ca
or in person to any person on the leadership team or administrative personnel at OCCC who will forward it appropriately.
Availability of Accessible Client Service Documents
When it comes to accessible client service, we have no secrets. All of our Accessible Client Service Documents are available to the public upon request, and we are happy to share them with you. Just ask! These include procedures for:
Modifications to this or other policies
Any policies of Oxford Community Child Care that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.