Accessibility Standards
In alignment with AODA legislation DBIS is committed to providing an opportunity for individuals to have access to all services provided by DBIS that follow the principles of dignity, independence, integration and equal opportunity.
Communication
All employees, clients, volunteers and students will communicate with people with disabilities in ways that take into account their disability.
Dale Brain Injury Services ensures that people with disabilities seeking services, will be offered a variety of ways to communicate to access services by:
- Ensuring that all DBIS representatives who communicate with ‘customers’ are trained on how to interact and communicate with people with various types of disabilities.
- Ensuring that all DBIS representatives are trained to communicate with customers over the telephone in clear and plain language, to speak clearly and slowly; and in the use of other communication services.
- All DBIS staff/representatives offering to communicate with customers by email, TTY, or relay services, if telephone communication is not suitable to their communication needs, or is not available.
- Ensuring that all DBIS representatives are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing services.
- Ensuring that staff know how to use the assistive devices available on our premises for customers and post notices when such devices are out of order: elevator, door opener
- Providing documents in the following formats upon request: hard copy, large print, email, Braille and will answer any questions customers may have about the content of the document in person, by telephone or email.
- Ensuring that customers are notified that the documents required under the customer service standard are available upon request.
Service Animals
DBIS is 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 and where it is not prohibited for health and safety reasons.
To ensure that people with disabilities seeking services continue to have the assistance of their service animal, DBIS will ensure the following:
- That all DBIS representatives are properly trained in interacting with people with disabilities who are accompanied by a service animal.
- That all DBIS representatives are trained in the areas that a service animal would not be permitted for health and safety reasons.
Support Persons
DBIS is committed to welcoming people with disabilities who are accompanied by a support person. 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.
To ensure that people with disabilities present on any of our sites and/or seeking services continue to be accompanied by, or have access to their support person, DBIS will ensure that all DBIS staff and representatives welcome people with disabilities and their support person.
Customer Feedback
DBIS is committed to providing an opportunity for customers to provide feedback on interactions with DBIS representatives and/or the service received at DBIS.
DBIS wants ensure that people with disabilities interacting with DBIS representatives and/or attempting to access or are receiving services have an opportunity to provide feedback on the services they received.
- A Manager Assistant will offer the opportunity for individuals to provide feedback when they sign out, using a mechanism appropriate to their abilities.
- Feedback will be forwarded to Accessibility Standards coordinator who will report any need for improvements to the Leadership Team.
- Leadership Team will follow-up until a resolution is reached.
Disruption of Services
To ensure persons with disabilities know when there is a temporary disruption of assistive services, DBIS will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where DBIS has control over such facilities and services. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. DBIS will provide notice by posting information in visible places on our premises, on the DBIS website or by any other method that may be reasonable under the circumstances.
DBIS managers are:
- responsible for ensuring all employees follow the guidelines set out in this policy
- responsible for ensuring all employees are trained under the Accessibility Standards for Customer Service, this policy and DBIS’ practices and procedures
In the event of a disruption of service:
- If a disruption is planned and expected, DBIS will provide notice as far in advance of the disruption as possible as individuals may require considerable time to make alternative arrangements.
- If a disruption is unexpected, DBIS will provide notice as soon as possible after the disruption has been identified.
- The notice of disruption will include information about the service that is disrupted, reason(s) for the disruption, the anticipated duration and a description of alternative facilities, services, or alternate mechanisms to access the services.
- Depending on the nature of the disruption, notice may be given by posting the information at a conspicuous place (e.g. on or directly to the side of an elevator or washroom door or on a bulletin board). Other options that may be used may include: placing a message on voicemail, posting on the DBIS website and social media pages, or through direct communication with users of the services in accordance with DBIS practices.
- Generally, disruptions to or of an organization’s services, such as during a power outage, do not require this special notice. However, if the disruption has a significant impact on people with disabilities, DBIS should provide the notice of disruption in an appropriate manner as soon as possible.
- From time to time, DBIS may not have direct control over facilities or services. In these circumstances, DBIS endeavors to work with the organization that does have control over the facility/service in order to ensure notice of temporary disruption is posted.
- A list of identified facilities and services with DBIS that people with disabilities may require notice of temporary disruption is as follows:
- Elevators
- Accessible washrooms
- Wheelchair ramps
- Services to assist with hearing impairments
- Client lifts and transfer equipment
