Monarch Recovery Services – Multi-Year Accessibility Plan
Accessibility Plan for Monarch Recovery Services

This 2014-23 accessibility plan outlines the policies and actions that Monarch Recovery Services (“Monarch”) will put in place to improve opportunities for people with disabilities.

A. Introduction and Statement of Commitment
The Ontario government passed the Accessibility for Ontarians with Disabilities Act) (“AODA”) in 2005. It is the goal of the government of Ontario to make Ontario accessible by 2023.
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. We are committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA.

The regulation requires that effective January 1, 2014, Monarch establish, implement, maintain and document a multi-year plan which outlines the organization’s strategy to prevent and remove barriers for persons with disabilities and to meet the requirements under the Act.
This multi-year plan outlines Monarch’s strategy to prevent and remove barriers to address the current and future requirements of the AODA, and in order to fulfill our commitment as outlined in Monarch’s Accessibility Policy.

In accordance with the requirements set out in the Integrated Accessibility Standards Regulations, (“IASR”), Monarch will:
• Post this plan on its website (www.monarchrecoveryservices.ca);
• Provide this plan in accessible format, upon request; and
• Review and update this plan at least once every five years.

B. Accessibility Standards for Customer Service
The Accessibility Standards for Customer Service Regulations were created to establish accessibility standards for customer service in Ontario. In keeping with this regulation, Monarch is committed to providing respectful services that focus on the unique needs of the individual.
To achieve this, Monarch makes reasonable efforts to ensure that its policies, procedures and practices pertaining to the provision of services to the public and other third parties adhere to the following guiding principles as set out in the Accessibility Standards for Customer Service: Ontario Regulation 429/07
• Our services must be provided in a manner that respects the dignity and independence of persons with disabilities;
• The provision of our services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the service; and
• Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from our services.
Monarch Recovery Services has been in compliance with the Accessible Customer Service Regulation under the AODA since January 1, 2012
Action Taken:
The following measures have been implemented by Monarch Recovery Services:
• Ensure all persons who, on behalf of Monarch, deal with the public, as well as others who provide services to our clients, are trained to communicate and provide the best possible service, to all clients, including persons with disabilities;
• Ensure all staff are trained and familiar with various assistive devices that may be used by clients with disabilities;
• Ensure completion of accessibility training is tracked and recorded;
• Ensure clients accompanied by a guide dog or other service animal are accommodated;
• Ensure that if a person, in our outpatient programs with a disability is accompanied by a support person, the support person is accommodated;
• Ensure a public notice is issued in a timely manner in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities. The notice must include the reason of the disruption, the anticipated duration, and a description of alternative facilities or service, if any, that may be available;
• Continue to welcome and appreciate feedback from persons with disabilities through multiple communication methods.

Required compliance date: January 1, 2012
Status: Completed

Planned Action:
File Accessibility Compliance Reports as required at Service Ontario’s One-Source website.

Required compliance dates: By December 31, 2014 – Completed
By December 31, 2017
By December 31, 2020
By December 31, 2023

C. Emergency Information
Monarch is committed to providing the staff and clients with publicly available emergency information in an accessible way, upon request, with the objective of making premises safer for persons with disabilities during emergency situations.
Action Taken:
We will provide emergency procedures, plans and public safety information that are prepared by Monarch, in an accessible format or with appropriate communication supports, as soon as practical, upon request.

Required compliance date: January 1, 2012
Status: Completed

D. Workplace Emergency Response Information
Where Monarch is aware that an employee has a disability and there is need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.
Action Taken:
The following measures were implemented by Monarch effective January 1, 2012:
• Where Monarch becomes aware of the need to accommodate an employee’s disability, and if the employee’s disability is such that the individualized emergency response information is necessary, Monarch will provide customized individual workplace emergency response information to the employee with the disability as soon as possible after it becomes aware of the need.
• If an employee who receives individualized workplace emergency response information requires assistance, with the employee’s consent, Monarch will provide the workplace emergency response information to the person designated by Monarch to provide assistance to the employee.
• Monarch will review the individualized emergency response information when:
 The employee moves to a different location within the agency;
 The employee’s overall accommodations needs or plans are reviewed; and/or
 Monarch reviews its general emergency response policies

Required compliance date: January 1, 2012
Status: Completed

E. Training
Monarch is committed to implementing a process to ensure that all employees, volunteers, and all other persons who provide services on Monarch’s behalf are provided with appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities and are provided with such training as soon as possible.
Planned Action:
Monarch will:
• Determine and ensure that appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities, is provided to all employees, volunteers, and all other persons who provide services on Monarch’s behalf;
• Ensure that training is provided to the persons referenced above as soon as possible;
• Keep and maintain a record of the training provided;
• Ensure that training is provided on any changes to the policies on an ongoing basis.

Required compliance date: January 1, 2015
Status: Ongoing

F. Information and Communication
Monarch is committed to ensuring that applicable agency information and communications is accessible to persons with disabilities. It is our ultimate goal 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.
i) Feedback, Accessible Formats and Communication Supports
Planned Action:
Monarch will:
• Ensure feedback processes are accessible, in a timely manner, to persons with disabilities upon request and that takes into account the person’s accessibility needs.
• Consult with the person making the request in determining the suitability of an accessible format or communication support;
• Notify the public about the availability of accessible formats and communication supports.

Required compliance date: January 1, 2015 – Feedback
January 1, 2016 Accessible formats and Communication Supports
Status: In process

ii) Accessible Websites and Web Content
Planned Action:
Monarch will ensure that agency websites and online content conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level AA (new websites and online content).

Required Compliance date: January 1, 2014 to Level AA
January 1, 2021 all content
Status: Completed September 2015

G. Employment

i) Recruitment:
Monarch is committed to fair and accessible employment practices, with the objective of making the recruitment process accessible to persons with disabilities.
Planned Action:
Monarch will:
• Notify employees and the public and of the availability of accommodation for applicants with disabilities in the recruitment process;
• Review and modify, as necessary, existing policies, procedures and processes;
• Specify that accommodation is available for applicants with disabilities on job postings;
• Notify job applicants, when they are selected to participate in an interview that accommodations are available upon request in relation to the materials or processes to be used;
• If a selected applicant requests an accommodation, consult with the applicant and arrange for provision of suitable accommodations in a manner that takes into account the applicant’s accessibility needs due to disability;
• When making offers of employment, will notify the successful applicant of its policies for accommodating employees with disabilities and will include this notification in the offer of employment letter.

Required Compliance date: January 1, 2016
Status: In Process

ii) Employee Supports
Monarch is committed to informing employees of available accessibility supports.
Planned Action:
Monarch will:
• Inform employees of policies used to support employees with disabilities, including provision of job accommodations that take into account an employee’s accessibility needs due to disability;
• Provide updated information to employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
• Where an employee with a disability requests it, consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information needed to perform their job, information generally available to other employees.
• Will consult with the employee making the request to determine the suitability of an accessible format or communication support.

Required Compliance date: January 1, 2016
Status: In Process

iii) Individual Accommodation Plans and Return to Work Process
Monarch recognizes the benefits of a modified work program for employees disabled by illness or injury. Monarch will attempt to provide meaningful employment for both partially or temporarily disabled employees in order to return valuable human resources to full-time/part-time employment.
The employee must immediately inform the employer where any factor, condition or pressure exists which will affect the employee’s ability to perform work safely or at an acceptable level (e.g. if there is a medical condition or medication that the employee is taking). In these cases, the Agency is not seeking diagnostic information, but rather medical restrictions and limitations.
Every reasonable effort shall be made by all parties to place disabled employees back in their pre-disability position. If this is not possible, all parties involved will attempt to identify suitable alternate employment for the employee within Monarch. If no such placement is possible then the terms and benefits of the collective agreement or the Employment Standards Act will take effect.
Action Taken:
A Disability Management/Return to work Policy was developed jointly by Union and Management and is reflected in the agency personnel policies. The program adheres to the Workplace Safety and Insurance Act, the Human Rights Code and the Collective Agreement.

Required Compliance date: January 1, 2016
Status: Completed

iv) Performance Management, Career Development and Redeployment
Monarch will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:
• When using its performance management process in respect of employees with disabilities;
• When providing career development and advancement to its employees with disabilities;
• When redeploying employees with disabilities.
Planned Action:
Monarch will:
• Review, assess and, as necessary, modify existing policies, procedures, practices to ensure compliance with IASR;
• Take the accessibility needs of employees with disabilities and, as applicable, their individualized accommodation plans, into account when:
 Assessing performance
 Managing career development and advancement
 Redeployment as required

Required Compliance date: January 1, 2016
Status: In Process

H. Design of Public Spaces
Monarch is committed to providing service for people of all abilities by preventing and removing accessibility barriers.
Currently two of our locations are not accessible for individuals with mobility disabilities. We are proactively seeking appropriate space to accommodate these programs.
Plan of Action:
Monarch will
• Accommodate clients in the PPOP and ASH program, who identify as disabled, by meeting them in a first floor board room of the rental space, or outside of the Monarch building, either in their home or another suitable location;
• Provide emergency evacuation chair on site, for clients or staff who identify as requiring assistance when evacuating in an emergency;
• Ensure that accessibility barriers are rectified to the best of our ability, when requested;
• In consultation with people with disabilities and our architect, we will ensure that the new building meets accessibility standards for all staff and clients.

Required Compliance date: January 1, 2017
Status: In Process
For more information
For more information on this accessibility plan, please contact Kathryn Irwin-Seguin at:
• (705) 674-4193 ext. 2223; or
• kis@monarchrecoveryservices.ca
Accessible formats of this document are available free upon request: