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ACCESSIBILITY POLICY - SERVICE STANDARDS FOR PERSONS WITH DISABILITIES

POLICY:
Ongwanada is dedicated to supporting people with developmental disabilities and their families, recognizing their independence and dignity. Ongwanada is further committed to the delivery of accessible, quality service to all individuals with visible and non-visible disabilities, including visitors and members of the public, in keeping with its obligations under the Accessibility for Ontarians with Disabilities Act (AODA) 2005, S.O.2005, and c.11. To that end, the organization will ensure that those aspects of its operations open and accessible to members of the public are in compliance with the Act. Publically accessible services are located only at Ongwanada Resource Centre, 191 Portsmouth Avenue, Kingston and include pharmacy, cafeteria, diagnostic imaging, hydrotherapy pool and snoezelen room services. Service standards for persons with disabilities are available to the public online through the Ongwanada website and through a hard-copy brochure.

Core Principles for Accessible Customer Service

Dignity
Dignity means providing service in ways that allow the customer to maintain his or her self-respect and the respect of other people. It means not treating persons with disabilities as an afterthought or forcing them to access lesser service, quality or convenience. It means providing service in ways that show customers are valued and deserving of effective and full service. It means understanding and respecting the various ways people can effectively access and use services.

Independence
Independence means providing service in ways that ensures people are able to do things on their own, in their own way, without unnecessary help or interference or influence from others. It means providing individuals with the freedom to make their own choices about how to receive services.

Integration
Integration means providing service in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers. It means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities.

Equal/Equitable Opportunity
Equal opportunity means providing services in ways that allow individuals with disabilities to have the same chances, options, benefits and results of Ongwanada services as others. It means that persons with disabilities should not have to make significantly more effort to access or obtain service or to access lesser quality of service or experience greater inconvenience.

PROCEDURE

Assistive Devices / Service Animals
A person with a disability is permitted to use their own personal assistive devices or those which may be offered while accessing our services.

A person with a disability is permitted to bring their service animal on to the publically accessible areas of the premises, except where another law specifically excludes animals from the premises. Service animals should not be touched, fed or interacted with while the animal is working. If a service animal is excluded by law, then other measures will be made to provide access to services to the person with a disability.

Support Persons
A person with a disability may be accompanied by their support person when on the publically accessible areas of the premises. If there are fees for specific services or events, the person will be advised ahead of time what, if any admission will be charged for a support person.

Temporary Disruption of Service
The public will be advised to the extent possible when facilities or services that people with disabilities may use or may access are temporarily unavailable, whether planned or unplanned. Notification will indicate the reason for the disruption, the expected duration, and a description of alternate facilities or services, if available. Written notifications will be placed on the appropriate entrance doors and on the Ongwanada website.

Information and Communication
Written and personal communication with persons with disabilities will respect their needs and take into account their disability. Appropriate, respectful people first" language will be used. Upon request, information will be provided in an appropriate, accessible format.

Feedback Process
Information about the feedback process will be readily available to the public through:
" the Ongwanada Website
" signage in common areas of the buildings available to the public
" brochure (standard and large print)

In an effort to provide quality care to our clients and the Kingston community, Ongwanada shall promptly investigate any reported complaint related to the delivery of services and take action as deemed appropriate.

Initiating a Complaint
Complaints regarding services may be submitted in person, by telephone, in writing, or by email or other appropriate means to the Assistant Executive Director, Administrative and Community Services containing the following information:
" A clear description of the event giving rise to the complaint
" The date, time, location and parties involved in the event
" Resolution being requested (if any)
" The complainants full mailing address, telephone number and e-mail address.

The Assistant Executive Director, Administrative and Community Services will initiate an investigation of all complaints related to services, and who will, if required, initiate appropriate measures to address the complaint.

Feedback and Follow-up
The Assistant Executive Director, Administrative and Community Services /delegate shall:
a) report back to the complainant the findings of any investigation and how Ongwanada has acted on the complaint.
b) ensure documentation of any approved action or follow-up.
All complaints shall be investigated and feedback given to the person initiating the complaint within 14 days.

Corrective Action
a) The Executive Director/delegate shall review any recommended corrective action items from the Assistant Executive Director, Administrative and Community Services.
b) Any corrective action taken as a result of a complaint shall be monitored by the Assistant Executive Director, Administrative and Community Services.
c) The complainant with the disability will be consulted to determine if the corrective action meets their needs.

Reporting of Complaints
All records of complaint will be monitored through Ongwanada's Continuous Quality Improvement process. If a pattern of recurring complaints is recognized, steps will be taken to analyze the overall problem and make appropriate changes.

ALERTS

WHATS NEW

2016|2017 Annual Report
Keeping Vision 2020's Momentum Going

Click below to view Ongwanada's 2016-2017 Annual Report or stop by our Resource Centre to pick up a copy.

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