Our commitment in fulfilling our mission is to strive at all times to provide our goods and services in a way that respects the dignity and independence of people with disabilities and ensuring that constituents with disabilities receive accessible goods and services with the same quality and timeliness as others do.
Reasonable efforts will be made to ensure that:
- Persons with disabilities are provided equal opportunity to obtain, use and benefit from the goods and services provided by USC Canada;
- Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities;
- Communications with a person with a disability are conducted in a manner that takes the person’s disability into account;
- Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access USC Canada goods and services unless superseded by other legislation.
This policy is guided by the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/97 under the Accessibility for Ontarians with Disabilities Act (AODA). The AODA was designed to make Ontario more accessible by identifying, removing and preventing barriers for person with disabilities.
“Assistive Devices” are auxiliary aids such as communication aids, cognition aids, personal mobility aids and medical aids (e.g., canes, crutches, wheelchairs, hearing aids, oxygen tanks).
“Constituents” refers to anyone accessing our goods and services, including but not limited to the following: donors, volunteers, service providers, email subscribers, individuals accessing our website, participants at USC events.
“Disability”, as per the Ontario Human Rights Code, means:
- 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, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, 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 appliance or device;
- A condition of mental impairment or a developmental disability;
- 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 insurance plan established under the Workplace Safety and Insurance Act.
- “Goods and services” includes but is not limited to communication and interactions with the public, brochures, pamphlets, web-based materials.
- “Persons with Disabilities” are individuals who have a disability as defined under the Ontario Human Rights Code (and above).
- “Service Animals” are animals individually trained to do work or perform tasks for the benefit of a person with a disability.
- “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.
Providing Goods and Services
USC Canada is committed to excellence in serving its constituents including people with disabilities and we will carry out our functions and responsibilities in the following areas:
- We will communicate with people with disabilities in ways that take into account their disability.
- We will train staff and volunteers, who communicate with constituents on how to interact and communicate with people with various types of disabilities.
- We are committed to providing fully accessible telephone service to our constituents by using clear and plain language and to speak clearly and slowly.
- We will offer to communicate with constituents by email, mail and /or fax, if telephone communication is not suitable to their communication needs or is not available.
- People with disabilities may use their own assistive devices as required when accessing goods or services fro USC Canada, unless otherwise prohibited by law.
- In cases where the assistive device represents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure access.
- We are 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.
- We will also ensure that all staff and volunteers dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
- We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter USC Canada’s premises with his or her 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.
- In situations where confidential information might be discussed in the presence of a support person, consent will be obtained from the person with the disability, prior to any conversation occurring.
NOTICE OF TEMPORARY DISRUPTION
- USC Canada will provide constituents with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. In the event of an unexpected disruption, USC Canada will make reasonable efforts to contact constituents with disabilities regarding disruptions prior to a scheduled meeting. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
- The notice will also be placed on the front door to our premises.
- USC Canada will provide training to all staff and volunteers who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
- This training will be provided to individuals within the first month of employment as part of their orientation.
- Training will include the following:
- An overview of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard;
- 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;
- What to do if a person with a disability is having difficulty in accessing USC Canada’s goods and services.
- USC Canada seeks to meet the needs of our constituents while paying attention to the unique requirements of our constituents with disabilities. Comments regarding how well those requirements are being met are welcome.
- Feedback regarding the way USC Canada provides goods and services to people with disabilities can be made via telephone, email, mail, completing the Client Feedback Form, verbally in person or any other means that effectively accommodates the person with the disability.
Attention: Director of Finance and Administration
56 Sparks Street, Suite 600
Fax: (613) 234-6842
Toll-free phone: 1-800-234-5656
Feedback will be used to improve constituent service. In addition, the author of the feedback will be provided with a response in the format in which the feedback was received.