Accessible Customer Service Standard

Accessibility Report Dec 2012

York Child Development and Family Services Inc. (YCDFS) is committed to excellence in serving all families and to meeting our obligation under Ontario’s Accessibility for Ontarians with Disabilities Act, 2005 (AODA) by providing accessible environments that respect the rights of every individual.

Scope   

This policy applies to all YCDFS staff, including but not limited to, Ontario Early Years, child care, management, administrative, CAPC, part time, supply, volunteers and students.

Assistive Devices

We will ensure that where appropriate our staff are trained and familiar with various assistive devices that may be used by a person with disabilities while accessing our services.

Individuals with disabilities may use their own personal assistive devices while accessing or using our programs or services on our premises.  Where possible, we will work to remove any barriers and accommodate the use of assistive devices.

Communication

We will communicate with people in ways that take into account their disability.

Service Animals  

We welcome people with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public.  Some consultation may be required prior to access due to health concerns or where excluded by law. 

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.  Fees are not charged for support staff..

If the support person is to remain with a child in care, beyond visiting, the support person will be required to comply with YCD policies and procedures and to obtain the following documents prior to attending:  a valid Vulnerable Sector Screen (issued within the last 3 months), two step TB skin test, proof of rubella and valid (within the last 10 years) tetanus vaccinations. This is in accordance with licensing requirements.

Notice of temporary disruption

In the event of a planned or unexpected disruption of service or access to our centre, the Supervisor or Manager of the Centre will notify families promptly, by means that take into account their disability.

Notices will be conspicuously posted at the location. Verbal messaging may occur or communication by any other reasonable method.

Possible temporary disruptions may include power outage, flood, programs moved or cancelled due to weather or conditions outside of our control.

Training for Staff

YCDFS will provide training to all employees, students and volunteers.
Training of new staff will take place within 3 months of joining YCDFS.

Training will include:

  • an overview of the Accessibility for Ontarians with Disability Act and the requirements of the customer service standard.
  • A review of YCDFS’s Customer Service Standard
  • Viewing a 30 minute training video

Topics will include:

  • 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 accommodate people with disabilities while on our premises (door bells, keypads, information, resources, etc.)
  • What to do if a person with a disability is having difficulty in accessing YCDFS’s services

Feedback Process

Families who wish to provide feedback on YCDFS Accessible Customer Service Standard can:

Contact our Executive Director, Joy Vance, at 905-830-1888

  • E-mail:  joyvance@yorkchild.ca
  • Write to us:  York Child Development & Family Services Inc.
    17310 Yonge Street, Unit 6, Newmarket, L3Y 7R8

Families can expect to hear back within 5 business days.

YCDFS policies respect and promote the dignity and independence of people with disabilities.