People Store’s Policy for Accessibility for Ontarians with Disabilities Act (AODA)


Policy
Regulation 429/07 (Customer Service) and 191/11 (Integrated Standards) under the Accessibility for Ontarians with Disabilities Act 2005. 

People Store is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities.  We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

All employment services provided by People Store shall follow the principles of dignity, independence, integration and equal opportunity.

Purpose
The purpose of this Policy is to establish a process by which to establish a process by which individuals with disabilities are provided equal opportunity.

Applicability
This Policy applies to all customers, Management, Supervisors, employees (whether part-time, full-time or contract).

Responsibility
Managers and Supervisors are responsible for developing an accessibility Policy and ensuring it is trained to all employees who deal with members of the public or hire, manage, train and promote employees.

All applicable employees are responsible for taking part in training and ensuring that they at all times adhere to the standards outline herein.

Definitions
"Disability" means for the reason that the person has or has had, or is believed to have or have had:

  • 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, including diabetes mellitus, epilepsy, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or on a wheel chair or other remedial appliance or device.
  • A condition of mental retardation or impairment.
  • A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
  • A mental disorder; or
  • An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act.

Procedures:
People Store 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:

  • Communication - We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
  • Telephone services  - 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 email if telephone communication is not suitable.
  • Assistive devices - We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers.
  • Billing - We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
  • Use of service animals and support persons - We will also ensure that all employees dealing with the public are properly trained in how to interact with people who are accompanied by a service animal or support person.  Any person with a disability who is accompanied by a service animal or support person will be allowed entrance to public areas of People Store.
  • Notice of temporary disruption – People Store 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. The notice shown in Attachment A will be used for this purpose.

People Store is committed to excellence in employing people with disabilities and we will carry out our functions and responsibilities in the following areas:

  • Hiring Standards – We will advertise all jobs in ways that allow persons of all abilities to identify opportunities and apply regardless of their abilities.  We will notify all job applicants verbally or in writing of the availability of accommodations for applicants with a disability that may or may not be visible.   We will inform applicants that accommodation is available upon request for interviews, testing, and other selection methods.  All successful applicants will be made aware of the policies and support for accommodating employees with disabilities. 
  • Accessible Formats and Communication Supports - Upon request People Store will provide accessible formats and communication support for information needed for an employee to do their job and information that is generally available to all employees.  We will train staff to communicate with potential employees over the telephone in clear and plain language and to speak clearly and slowly.
  • Documented Individual Accommodation Plans - We are committed to working with any employees who identify as having a disability.  As such we will work with employees to develop and implement a process for documenting individual accommodation plans for employees with disabilities.   We will work with the employee in the development of a plan that meets their individual needs.   We will also work with the employee to determine when the plan should be reviewed or updated.  We will also ensure that steps are taken to protect the privacy of the employee’s personal information and that all means of accommodation are based on the employee’s accessibility needs.
  • Plans and Processes - We will tailor workplace response plans to accommodate people with disabilities.  We will also provide this information to employees with disabilities upon request.  All steps will be taken to ensure the privacy of the individual’s personal information.

People Store will provide training on providing services in an equitable manner to all employees who deal with the public.  Additional training for effective recruitment procedures will be provided to Managers, Office Staff and  others who are involved in recruiting, hiring, training and promoting, as well as developing and approving policies, practices and procedures.

Employees will be trained regarding the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, how to interact and communicate with people with various types of disabilities and what to do if a person with a disability is having difficulty in accessing People Store’s  goods and services.  Managers, Office Staff and others who are involved in the recruitment process will be provided with training regarding People Store’s hiring process.  Updated training will be provided if a change to Policy or process is made.

Feedback process - Comments on our services are welcome.   All feedback will be directed to the Payroll & HR Administrator or the President.  Complaints will be addressed within forty-eight (48) hours.

Questions about this Policy - If anyone has a question about the Policy they should be referred to the Payroll & HR Administration or the President.  Employees who wish to raise a potential accommodation issue shall approach their immediate Manager. Employees seeking accommodation are expected to provide their fullest co-operation in providing any required medical information.