AODA Policy: Providing Services to People with Disabilities

1. Purpose and Scope

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is Provincial Legislation with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.

Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008. This regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public or other third parties.

This policy is in accordance with the Accessibility Standards for Customer Service Ontario Regulation 429/07 and addresses the following:

  • The provision of goods and services to persons with disabilities
  • The use of assistive devices by persons with disabilities
  • The use of service animals by persons with disabilities
  • The use of support persons by persons with disabilities
  • Notice of temporary disruptions in services and facilities
  • Staff training
  • Customer feedback regarding the provision of goods and services to persons with disabilities
  • Notice of availability and format of documents and meetings

This policy applies to all employees of Cadre Staffing Inc.  This includes employees on client sites.

2. Our commitment

Our mission

The mission of Cadre is to provide the highest level of satisfaction for our employees, candidates and clients.

In fulfilling our mission, Cadre strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing service to people with disabilities

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

3.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

3.2 Telephone services

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

We will offer to communicate with customers by other means including email, TTY and relay services telephone communication is not suitable to their communication needs or is not available.

3.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

3.4 Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, email, large print.

We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

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 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

Cadre will provide customers 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 at all public entrances on our premises.

6. Training for staff

Cadre has designated and provided training to our AODA Champion.  Our AODA Champion will provide training on policies and procedures that affect the way services are provided to people with disabilities to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:  Office Administration, Management, Recruitment, Business Development, and Staff Contractors working on Client sites (if customer interfacing).

This training will be provided within the first month of employment with Cadre.

Training for the AODA Champion will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use an assisted device
  • What to do if a person with a disability is having difficulty in accessing Cadre’s services
  • Cadre’s policies, practices and procedures relating to the customer service standard

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. 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 Cadre is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the Cadre provides goods and services to people with disabilities can be made by email, phone, in person, mail, or by using the comment card on the back of this policy.   All feedback will be directed to the AODA Champion. Customers can expect to hear back in two business days.

8. Modifications to this or other policies

We are committed to developing customer 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 Cadre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. Questions about this policy

This policy exists to achieve service excellence to customers 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 Ownership at Cadre.

If you have any comments, we’d like to hear from you!

Comments may be submitted by:
Email:   grahamw@cadrestaff.com 
Phone:  416-849-5317

Mail:
10 Four Seasons Place, Suite 604
Toronto, ON
M9B 6H7

Or by giving this form to the receptionist in our office.