Accessibility Policy

Purpose

GEM Health Care Services (GEM) strives at all times to provide goods, services, facilities, and employment in a way that respects the dignity and independence of persons with disabilities and is committed to removing any barriers that may prevent people with disabilities from accessing the organization and/or its services. GEM is committed to the tenets of respect for dignity, independence, integration and equal opportunity for all persons. This policy and its procedures address GEM’s commitments to accessibility and the requirements of the Accessibility for Ontarians with Disabilities Act (“AODA”) and the AODA Standards.

Scope

This policy applies to all GEM clients, employees, contractors, agents, volunteers, vendors, and any third-party relationships that are in contact with GEM clients and/or staff. It also applies to all GEM office premises.

Definitions

Accessible Formats may include, but are not limited to, large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.

Accommodation means the special arrangement made or assistance provided so that persons with disabilities can participate in the experiences available to persons without disabilities. Accommodation will vary depending on the person’s unique needs.

Assistive Devices are supporting aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs or hearing aids).

Communication Supports are devices or tools to aid communication between two or more individuals and may include, but are not limited to, captioning, alternative and additional communication, plain language, sign language and other supports that help with effective communications.

Disability means (a) any degree of physical disability, ailment, malformation or disfigurement that is caused by bodily injury, birth defect or illness and may include but is not limited to diabetes mellitus, epilepsy, a brain injury, 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 other animal or on a wheelchair or other remedial appliances or device; (b) a condition of mental impairment or a developmental disability; (c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language; (d) a mental disorder; or (e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act. The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go.

IASR means Integrated Accessibility Standards Regulation

Support Persons are any persons, whether a paid professional, volunteer, family member, or friend, who accompany a person with a disability in order to help with communications, personal care or medical needs, or with access to goods or services.

Service Animals are animals individually trained to do work or perform tasks for the benefit of a person with a disability.

Unconvertible means it is not technically feasible to convert the information or communication or that the technology to convert the information or communication is not readily available.

Web Content Accessibility Guidelines (WCAG) means the world wide web consortium recommendation dated December 2008 entitled “Web Content Accessibility Guidelines”.

Procedures

General Requirements

GEM shall use every effort to ensure that it and all its representatives meet the needs of people with disabilities in a respectful and timely manner. To do so, GEM shall:

ensure equal access and participation for people with disabilities
ensure that its information is communicated in an accessible manner
ensure that it and its representatives follow the Customer Service Standard (see Section 2 below)
ensure that it and its representatives follow the Integrated Accessibility Standard (see Section 3 below)
ensure that its office premises are barrier free
ensure its staff and potential staff are aware that accommodations can be made, upon request
provide training and education with respect to accessibility and aspects of the Ontario Human Rights Code that relate to persons with disabilities
remain committed to removing and preventing any barriers to accessibility by establishing and
maintaining a multi-year accessibility plan
establish and maintain processes for receiving and responding to feedback and ensure that those processes are provided in accessible formats, upon request

Customer Service Standard

GEM is committed to excellence in serving all clients, including people with disabilities, and will carry out functions and responsibilities as follows:

(a) Communication

GEM will communicate with people with disabilities in ways that take into account their disability and will work with the person to determine what method of communication is suitable for them.

GEM Staff who communicate with clients will be trained how to interact and communicate with people with various types of disabilities.

(b) Telephone Services

GEM is committed to providing fully accessible telephone service to clients. Employees who communicate with clients over the telephone will be trained to speak clearly and slowly and in plain language. Staff will offer to communicate with clients by e-mail or TTY relay services if telephone communication is not suitable to their communication needs or is not available.

(d) Billing

GEM is committed to providing accessible invoices to all clients. For this reason, invoices will be provided in alternative methods upon request and staff will answer any questions clients may have about the content of the invoice by telephone or e-mail.

(e) Use of Support Persons and Service Animals

GEM is committed to welcoming people with disabilities who are accompanied by a support person or a service animal into a GEM office building. At no time will a person with a disability who is accompanied by a support person or service animal be prevented from having access to his or her support person or service animal while on the premises.

If a client with a service animal is seeking to attend an area of the facility that is unable to be accessed by the service animal, we will discuss with the client why that exclusion may be necessary and determine other ways to ensure the same provision of goods or services.

(f) Notice of Temporary Disruption

GEM office buildings have the following features for people with disabilities:

Elevator;
Powered door operator; and
Wheelchair accessible bathrooms

In the event of a planned or unexpected disruption to those building’s features for people with disabilities, GEM will promptly post a notice. This notice will include:

Reason for the disruption
Anticipated length of time of the disruption
Description of alternative facilities or services, if available

The notice will be posted on the front entrance doorway and at the front reception desk, if applicable.

(g) Training for Staff

GEM will ensure training is provided to every employee, contractor, vendor, policy developer and any other person who provides goods, services and/or facilities to clients on behalf of GEM.

The training will be provided within 3 months of such person obtaining a role that provides goods, services and/or facilities to GEM clients and if/when any significant changes are made to this Policy. GEM and/or its vendors, as applicable, will maintain accurate records of training delivered. Training will include:

An overview of AODA, the requirements of the Customer Service Standard, the Integrated Accessibility Standard and any other applicable legislation
GEM’s Accessibility Plan
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
Overview of accessible features at GEMs offices (for example, elevators, powered door at the front entrance and accessible washrooms)
What to do if a person with a disability is having difficulty in accessing GEM’s goods, services or facilities

(h) Feedback Process

The goal of this policy is to meet expectations while serving those with disabilities. Comments on how well those expectations are being met are welcome and appreciated. Individuals who wish to provide feedback on the way GEM provides goods, services and/or facilities to people with disabilities can do so in a variety of ways:

by e-mail: services@gemhealthcare.com

Accessibility Policy