Program Policies & Procedures Subject: Accessibility Policy
Effective Date: Immediately Page numbers: 1-2
Last Review Date: July 9, 2014
Providing Goods and Services to People with Disabilities
1.0 Our Mission
Monarch Recovery Services is a not-for-profit, charitable organization, providing support and programming designed to address the special needs of the people we serve, recovering from alcohol and drug dependency, and to assist them in rebuilding their lives with dignity and respect.
In fulfilling our mission, Monarch strives at all times to provide its goods and 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 goods and services, allowing them to benefit from the same services, in a similar way as other clients.
2.0 Providing goods and Services to People with Disabilities
Monarch is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with clients on how to interact and communicate with people with various types of disabilities.
2.2 Telephone Services
We are committed to providing fully accessible telephone service to our clients. We will train staff to communicate with customers over the telephone in clear, plain language and to speak clearly and slowly.
2.3 Assistive Devices
We will ensure that our staffs are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.
2.4 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 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 Monarch’s premises with his or her support person for outpatient services. 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.
3.0 Notice of temporary Disruption
Monarch 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.
4.1 Monarch will provide training 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 client service policies, practices and procedures. Individuals in the following positions will be trained:
4.2 All Staff personnel, all volunteers and clients that will be dealing with the public during fundraising events.
The training will be provided within 1 month once staff commences their duties.
Training 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 with people with disabilities who use an assistive device or require the assistance of a service animal or support person
• What to do if a person with a disability is having difficulty accessing Monarch’s goods and services.
• Monarch’s policies, practices and procedures relating to the client service standard
5.0 Feedback Process
The ultimate goal of Monarch is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Monarch provides goods and services to people with disabilities can be made by emailing firstname.lastname@example.org or by calling Administration at 705-674-4193 X 2223, or by formal letter to Monarch Recovery Services, 405 Ramsey Rd., Sudbury, ON, P3E 2Z5. All feedback will be directed to Roxane Zuck, CEO, or Designate. Clients can expect to hear back in 7 days.
6.0 Modifications to this or other policies
We are committed to developing client 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 Monarch that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
7.0 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 Roxane Zuck, CEO or Designate.