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Accessibility

The Ronald McDonald House Southwestern Ontario (RMH-SWO) is committed to fostering a healthy and positive environment that supports understanding and respect for the dignity, worth and the diversity of all members of the Chapter community. In alignment with the Accessibility for Ontarians with Disability Act, 2005, The Ronald McDonald House Southwestern Ontario is committed to providing appropriate standards of guest service that best promote the principles of dignity, independence, integration and equal opportunity of persons with a disability. All RMH-SWO staff are expected to know and follow these expectations and standards. For the purpose of this policy staff includes volunteers.

Policy statement

This policy seeks to expand on those standards towards inclusiveness of all types of disabilities in order to meet the requirements of the Accessibility Standards for Guest Service Regulation 429/07 under the 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.

Disability

The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code; 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.

Disability is:

  1. Any degree of physical disability, malformation or disfigurement that is caused by bodily injury, birth defect or illness
  2. A condition of mental impairment or a developmental disability
  3. A learning disability or a dysfunction in one or more of the processed involved in the understanding or use of symbol
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety Insurance Act, 1997
    Accessible – means capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated

 

Accommodation

A term used to describe the support, any resources or services that are required for individuals with disabilities to enable them to compensate for the challenges that may arise from their disability and to optimize their functional abilities,

Assistive Device

Means a device used to assist a person with disabilities in carrying out activities on in accessing services. 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 guests bring with them such as a wheelchair, walker or a personal oxygen tank. Assistive devices may assist with hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Barrier

Anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice (“obstacle”).

Disability refers to:

  1. 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 if paralysis, amputation, lack of physical coordination, blindness or visual 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;
  2. a condition of mental impairment or a developmental disability;
  3. a learning disability or a dysfunction in one or more of the processes involved in understanding and using symbols or spoken language;
  4. a mental disorder; or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
    Goods and Service – refers to goods and services provided by RMHC-SWO/ SOCCI.

Guide Dog

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 visually impaired.

Service Animal/Dog

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.

Support Person

A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care, medical needs or access to goods and services.

    1. Guest Service Standards – RMH-SWO 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 guests receive the same value and quality;
      • Allowing guests 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 guests 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 guest’s disability.
    2. Language & Terminology – RMH-SWO is committed to using appropriate language and terminology in our workplace as they pertain to various disabilities. Everyone is responsible to keep up with current terminology.
    3. Communicating with People with Disabilities – RMH-SWO is committed to communication with persons with a disability in a manner that takes into account the person’s disability and makes reasonable efforts to have the person with a disability understand both the content and intent of its communications.
    4. Use of Assistive Devices – RMH-SWO is committed to serving persons with disabilities who use assistive devices to obtain, to use, or to benefit from our goods and services. RMH-SWO trains staff members/volunteers about the assistive devices made available by RMH-SWO and realize that persons with disabilities may use their own assistive devices to access RMH-SWO goods and services.
    5. Use of Support Persons – RMH-SWO is committed to welcoming people with disabilities accompanied by a support person. Any person with a disability accompanied by a support person is welcome to RMH-SWO sites with his or her support person. The guest will not be prevented from having access to the support person while on the premises. RMH-SWO waives entry fees for support persons at RMH-SWO sponsored events, training, etc.On occasion persons with disabilities require the assistance of a support person to protect their health and safety and for the health and safety of others. If necessary, for protecting the health and safety of the person with the disability, or others on the site, RMH-SWO may require a support person to accompany a person with a disability.The guest must give signed consent for a support person to be present where confidential information is going to be shared.
    6. Notice of Temporary Disruption of Services – If there is a temporary disruption in RMH-SWO site facilities or services, which are utilized by persons with disabilities, completely or in part, RMH-SWO gives public notice of the disruption on our website and social media channels, posts notices in public places, and distributes letters with additional information for houseguests. Notices shall include explaining the reason for the disruption, how long it will last and provide alternatives. Such notices will be made in advance whenever possible.
    7. AODA Guest Service Feedback – RMH-SWO collects feedback and complaints about our guest service via email that is posted on our website. Additionally, signage must be available informing guests of their right to view RMH-SWO’s AODA Guest Service Standards upon request. Accessible formats or communication supports will be provided upon request to the communication@RonaldMcDonaldHouseSWO.ca.
    8. Training – RMH-SWO is committed to providing mandatory online training to all employees, volunteers, students, agents and others who deal with the public or other third parties on behalf of RMH-SWO. Training objectives focus on providing appropriate and accessible guest service to members of the public with regards to:
      • Defining the purpose of the AODA and the requirements of Accessible Guest Service Regulation
      • Describing how the AODA Guest Service Regulation relates to the workplace
      • Displaying how to interact and communicate with people with disabilities
      • Identifying equipment and devices available at our facilities to help with the provision of goods and services to a person with a disability
      • Demonstrating how to interact with persons who use an assistive device or require the assistance of a service animal or support person
      • Explaining what to do if a guest with a disability is having difficulty accessing services and goods in the workplace
    9. Service Animals and Guide Dogs
      • RMH-SWO is committed to welcoming persons with disabilities and their service animals at our various sites that are open to the public and other third parties, and welcomes the person to keep the service animal with them in areas where the public is allowed unless the animal is excluded by law.
      • For health and safety reasons, service animals will be prohibited from entering some areas. Ontario regulations 562 under the Health Protection and Promotion Act states that animals are not allowed in places where food is manufactured, prepared, processed, handle, served, displayed, stored sold or offered for sale. Other types of service animals may not be included in this exemption. In the event that the service animal excluded by law, RMH-SWO Staff will make efforts to provide another means of accommodating the person with disabilities.
      • Service animals that provide assistance in guiding persons with disabilities may be identified by any of the following methods:
        • the animal may wear a service animal vest, harness or saddle pack
        • the animal may be observed providing assistance
        • the person may have a letter from a medical practitioner that they require an animal for assistance
        • the person may show a valid ID or training certificate from a recognized service animal training school.
      • Vests worn by a guide dog or service animal are usually symbolic of a service that they provide to a person with a disability
        • seeing eye dogs (SCD’s) wear white vests
        • hearing ear dogs (HED’s) wear orange vests
        • seizure response dogs (SRD‘s) wear yellow vests
        • autism assistance dogs (AED’s) wear purple vests
        • special skills dogs (SSD’s) wear blue vests.

      In the event that there is a person with an allergy or is fearful of a guide dog/service animal and who will be dealing with a person with a disability, RMH-SWO will make reasonable efforts to accommodate both persons while respecting their needs

    10. Documentation and Annual Filings – RMH-SWO prepares any additional documents describing its policies, practices and procedures as required by Ontario Regulation 429/07 and, upon request, gives a copy of the documents to any person. Further, RMH-SWO makes reasonable efforts to inform persons to whom it provides goods and services that the documents required under Ontario Regulation 429/07 are available upon request. RMH-SWO gives the person the documents, or the information contained in the documents, described above, in a format that takes into account the person’s disability. In compliance with the Accessibility for Ontarians with Disabilities Act, RMH-SWO will annually report on our accessibility compliance with the Guest Service Standard as per published deadlines.

Policy questions​

This policy was developed to ensure the provision of service excellence to any person with disabilities. If anyone has any questions about this policy or is the purpose of this or other policies are not clearly understood- please contact info@RonaldMcDonaldHouseSWO.ca and indicate in the subject line the topic that your message refers to.

For an accessible version of our Policies or Annual Reports please email bevans@RonaldMcDonaldHouseSWO.ca

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