For Ontarians With Disabilities Plan
Accessibility
Providing Goods and Services to People with Disabilities
CountryWide Homes and Condor Properties is committed to excellence in serving all customers, trades and vendors including people with disabilities. This policy will apply to all applicable management and employees of the Company, including agents, contractors, third parties or any other individuals who interact with the public or other third parties, who represent or act on behalf of the Company in any manner.
Responsibility
It is the responsibility of all applicable management, staff and
volunteers working on behalf of CountryWide Homes and Condor
Properties to follow and carry out the procedures outlined in this
policy.
All applicable management and staff will be
made aware of and trained to better understand the purpose and
intent behind this policy and to implement the procedures
effectively.
Assisted Devices
We will ensure that our staff are trained and familiar with
various assistive devices we have on site or what we provide that
may be used by customers with disabilities while accessing our
goods or services.
Persons with disabilities may use their own assistive devices to
access or benefit from the Company goods or services, unless those
assistive devices are prohibited due to health and safety or
privacy issues.
It is the responsibility of the disabled person to ensure that his
or her assistive device is operated in a safe and controlled
manner at all times.
Communication
We will communicate with people with disabilities in ways that take into account their disability. This means that staff will communicate in a means that enables persons with disabilities to communicate effectively for the purposes of requesting/obtaining goods or services.
Service Animals
We welcome people with disabilities and their service animals.
Service animals are allowed to facilitate on any on- site visits
and are allowed on the parts of our premises that are open to the
public.
In the event the service animal is prohibited from
entering the premises due to other law enforcement, the Company
shall ensure that other measures are available to enable the
person with a disability to obtain and benefit from the Company
goods or services. It is the responsibility of the disabled person
to ensure that the service animal is kept under control at all
times.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises open to the public, to enable the person with a disability to obtain and benefit from the Company goods or services.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to our
facilities for customers with disabilities, CountryWide Homes and
Condor Properties will notify customers promptly. This clearly
posted notice will include information about the reason for the
disruption, its anticipated length of time, and a description of
alternative facilities or services if available.
Services/Facilities include:
CountryWide Homes and Condor Properties head office, Décor Studio
and all Construction sites that are permissible. The notice will
be made publicly available at all of these locations and shall
include reason of disruption, anticipated duration of disruption,
alternate services and immediate contact information.
Training
CountryWide Homes and Condor Properties will provide accessible
customer service training to all applicable managers, employees,
volunteers and all those involved in the development of policies,
practices and procedures as well as those dealing with members of
the public or other third parties on behalf of the Company.
Individuals in the following positions will be trained on the
accessibility policy once hired: Managers and Supervisors (in
office and on the Construction sites), Sales Representatives,
Office Employees and Office Administrators.
This training will include, but not limit to the following:
An overview of the Accessibility for Ontarians with Disabilities
Act, 2005 and the requirements of the customer service standard
CountryWide Homes and Condor Properties plan related to the
customer service standard & policies 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 the equipment or devices available on-site or otherwise
that may help with providing goods or services to people with
disabilities What to do if a person with a disability is having
difficulty in accessing CountryWide Homes and Condor Properties
goods and services Staff will also be trained when changes are
made to our accessible customer service plan.
Accessibility for Ontarians with Disabilities Act, 2005
Accessibility for All Ontarians
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
became law on June 13, 2005. Under this landmark legislation, the
government of Ontario will develop mandatory accessibility
standards that will identify, remove and prevent barriers for
people with disabilities in key areas of daily living. The
standards will apply to private and public sector organizations
across Ontario.
We All Need Accessibility
Disability impacts the lives of many Ontarians, and the numbers of
people with disabilities is increasing. Today, 15.5% of Ontario's
population has a disability and this number will continue to grow
as the population ages. Improving accessibility is the right thing
to do. It's also the smart thing to do. According to the Royal
Bank of Canada, people with disabilities have an estimated
spending power of about $25 billion annually across Canada. People
with disabilities also represent a large pool of untapped
employment potential. When we make Ontario accessible to people
with disabilities everyone benefits.
Think Of the Broad Range of Disabilities
When we think of disabilities, we tend to think of people in
wheelchairs and physical disabilities - disabilities that are
visible and apparent. But disabilities can also be non-visible. We
can't always tell who has a disability. The broad range of
disabilities also includes vision disabilities, deafness or being
hard of hearing, intellectual or developmental, learning, and
mental health disabilities. The Accessibility for Ontarians with
Disabilities Act, 2005 (AODA) uses the same definition of
"disability" as the Ontario Human Rights Code, which includes both
visible and non-visible disabilities.
Focus On Five Key Areas
Standards Development Committees are developing proposed standards
in five key areas. Accessible Customer Service - The standard
addresses business practices and training needed to provide better
customer service to people with disabilities. Accessible
Information and Communications - Standards to address the removal
of barriers in access to information. The standards could include
information being provided in person, through print, a website or
other means. Accessible Built Environment - Standards to address
access into and within buildings and outdoor spaces and are
expected to build on Ontario's Building Code. The standards could
include things like counter height, aisle and door width, parking,
and signs. Employment Accessibility - Standards to address paid
employment practices relating to employee-employer relationships,
which could include recruitment, hiring, and retention policies
and practices.
Feedback Process
Customers who wish to provide feedback on the way CountryWide Homes and Condor Properties provides goods and services to people with disabilities can provide feedback verbally or by emailing our Human Resources department. All feedback, including complaints, will be directed to the Human Resource department for resolution. All feedback will be kept confidential and only used to improve a service.
Notice of availability
CountryWide Homes and Condor Properties will notify the public that our documents related to accessible customer service, are available upon request by posting a notice at each of our public entrances.
Modifications to This or
Other Policies
Any policy, practice or procedure of CountryWide Homes and Condor Properties that does not respect and promote the dignity, independence integration and equal opportunity for people with disabilities will be modified or removed.
COUNTRYWIDE HOMES and CONDOR PROPERTIES Accessibility Policy
CountryWide Homes and Condor Properties acknowledges there are
many types and degrees of disability. We advise all employees to
consider a person’s disability when communicating with them.
Openly communicating and responding to our customers’ needs is the
key to excellent customer service for all. When our staff is
unaware of the best approach, CountryWide Homes and Condor
Properties management suggests politely asking the person with the
disability how we can best communicate with them.
CountryWide Homes and Condor Properties allows assistive devices,
service animals and support persons in any part of our premises
that is open to the public. We will advise customers when
accessible services aren’t available and invite customers to
provide feedback.
If a CountryWide Homes and Condor Properties employee is having a
lengthy conversation with someone who uses a wheelchair or
scooter, CountryWide Homes and Condor Properties recommends the
employee sit down so they can make eye contact at the same level.
An employee shall refrain from touching items or equipment, such
as canes or wheelchairs, without permission.
If an employee receives permission to move a person’s wheelchair,
they will ensure they do not leave the individual in an awkward,
dangerous or undignified position, such as facing a wall or in the
path of opening doors.
People with Vision Loss
If one is aware that an individual has vision loss, CountryWide
Homes and Condor Properties employees will not assume the
individual can’t see them. Many individuals who have low vision
still have some sight.
All employees will identify themselves when they approach and
speak directly to the customer and offer their elbow to guide them
if needed.
Employees will ask the individual if they would like them to read
any printed material out loud to them. When providing directions
or instructions, staff will be precise and descriptive.
People Who Have Hearing Loss
Once a customer has identified themselves as having hearing loss,
employees will ensure they are in a well-lit area so the
individual can see their face and read their lips. As needed,
staff will attract the customer’s attention before speaking, by
either a gentle touch on the shoulder or wave of their hand.
If the customer uses a hearing aid, employees will attempt to
reduce background noise or move to a quieter area. If necessary,
the employee will ask if another method of communicating would be
better, such as pen and paper.
People with Vision Loss
If one is aware that an individual has vision loss, CountryWide
Homes and Condor Properties employees will not assume the
individual can’t see them. Many individuals who have low vision
still have some sight.
All employees will identify themselves when they approach and
speak directly to the customer and offer their elbow to guide them
if needed.
Employees will ask the individual if they would like them to read
any printed material out loud to them. When providing directions
or instructions, staff will be precise and descriptive.
People Who Are Deaf Blind
An individual who is deaf blind is generally accompanied by an intervener, a professional support person who helps with communication. When CountryWide Homes and Condor Properties employees are communicating with an individual who is deaf blind they will ensure they speak directly to the customer and not the intervener.
People with Speech or Language Impairments
Individuals with cerebral palsy, hearing loss or other conditions
may have difficulty pronouncing words. CountryWide Homes and
Condor Properties employees will never assume that a person with a
speech impairment also has another disability. Whenever possible,
staff will ask questions that can be answered “yes” or “no”.
Staff will always be patient, and not interrupt or finish the
customer’s sentences.
People Who Have Learning Disabilities
CountryWide Homes and Condor Properties employees will be patient in all circumstances as some individuals with learning disabilities may take a little longer to process information, to understand and to respond. Staff will provide information in a way that takes into account the customer’s disability.
People Who Have Intellectual/ Development Disabilities
Staff will never make assumptions about what an individual can do. They will use plain language and provide one piece of information at a time when communicating with individuals who have intellectual and development disabilities.
People Who Have Mental Health Disabilities
If an employee is aware that a customer has a mental health disability they will be sure to treat them with the same respect and consideration they have for everyone else. They will take all reasonable steps to be confident, calm and reassuring. If the customer at any times appears to be in a crisis, the employee will ask the individual to tell them the best way to help.
How to Interact With Individuals Who Use Assistive Devices
An assistive device is a tool, technology or other mechanism that
enables a person with a disability to do everyday tasks and
activities, such as moving, communicating or lifting. Personal
assistive devices can include items like wheelchairs, hearing
aids, canes or speech amplification devices.
CountryWide Homes and Condor Properties employees will not touch
or handle any assistive devices without permission. Staff will
never move assistive devices or equipment out of the customer’s
reach.
Upon entering CountryWide Homes and Condor Properties, staff will
inform customers about accessible features in the immediate
environment that are appropriated to their needs i.e. accessible
washrooms, etc.
All employees of CountryWide Homes and Condor Properties will be
trained on equipment or devices for customers with disabilities,
making sure they know how to use them by providing instructional
manuals or an instruction sheet posted where the device is located
or stored i.e. Lifts, which raise or lower people who use mobility
devices, wheelchairs, etc.
How to Interact With a Person Who Has a Guide Dog or Other Service Animal
Service animals will be allowed on all premises of CountryWide
Homes and Condor Properties that are open to the public.
CountryWide Homes and Condor Properties employees will remember
that the service animal is a working animal not a pet and will
avoid touching or addressing them at all times.
An employee will ask the individual if they are unaware if the
animal is a pet or a service animal.
How to Serve a Person Accompanied By a Support Person
CountryWide Homes and Condor Properties will welcome all support
people to our facility; they are permitted to access any part of
our premises that is open to the public.
Staff will ensure they speak directly to the customer, not their
support person. If you are unsure which person is the customer,
take lead from the person using or requesting your goods or
services or simply ask.
Emergency Response Plan
When CountryWide Homes and Condor Properties becomes aware that an
employee or an individual entering our facility has a disability,
CountryWide Homes and Condor Properties staff will provide them
and anyone designated to help them in an emergency, with emergency
response information.
Based on communication with the individual, CountryWide Homes and
Condor Properties staff will determine what kind of information
employees need and if they need it in accessible format.
If an individual is unable to hear a fire alarm, CountryWide Homes
and Condor Properties staff will designate one or more staff
members that work in close proximity to advise the individual in
the event of a fire. CountryWide Homes and Condor Properties will
ensure they receive the individuals consent and never share
details of the employee’s disability with other employees, they
will just advise what kind of help they need.
Nancy DeGasperis
Condor Properties Ltd. & CountryWide Homes Ltd.