Accessibility Policy

Introduction and Purpose

The Walkerton Clean Water Centre (Centre) is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities with the same attention to quality and timeliness that are provided to others and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the Ontario Human Rights Code and other applicable legislation.

Whether a person’s disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for disability-related accommodation respected whenever they access a Centre service.

Scope

This policy applies to all Centre employees, Board members, contractors, visitors, and the public. This policy is intended to benefit the full range of persons with disabilities, as defined in the Ontario Human Rights Code and the AODA.

Definitions

Accessibility for Ontarians with Disabilities Act, 2005 (AODA): Ontario law intended to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures, and premises on or before January 1, 2025, by developing, implementing, and enforcing accessibility standards.

Human Rights Code, R.S.O. 1990, c.H.19 (OHRC): Ontario law that protects persons from employment-related discrimination and harassment based on prohibited grounds and recognizes the dignity and worth of every person. Grounds are age, ancestry, citizenship, colour, creed, disability, ethnic origin, family status, gender expression, gender identity, marital status (including single status), place or origin, race, record of offences, sex (including pregnancy and breastfeeding), and sexual orientation.

Integrated Accessibility Standards, O. Reg. 191/11 (IASR): Ontario regulation that establishes the accessibility standards for each of information and communications, employment, transportation, the design of public spaces and customer service. This Regulation applies to the Government of Ontario, the Legislative Assembly, every designated public sector organization and to every other person or organization that provides goods, services, or facilities to the public or other third parties and that has at least one employee in Ontario.

Assistive devices: Technical aids or communication devices that are used to increase, maintain, or improve how a person with a disability can function.

Accessible formats: As defined by the IASR, may include, but are not limited to, large print, recorded audio and electronic formats, and other formats usable by persons with disabilities.

Barrier: Defined in the AODA as anything that keeps someone with a disability from participating in all aspects of society. Examples of barriers include architectural or structural barriers, information or communications barriers, technological barriers, and attitudinal barriers.

Communications: Defined by the IASR as the interaction between two or more persons or entities, or any combination of them, where information is provided, sent, or received.

Communication supports: Supports that individuals with disabilities may need to access information. As defined by the IASR, these may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, and other supports that facilitate effective communications.

Customer: the direct user or recipient (sometimes involuntary recipient) of a service.

Disability is defined by the AODA and the OHRC as follows:

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.
An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service animal as defined by the IASR, is a “service animal” for a person with a disability if:

the animal that can be readily identified as one that is being used by the person for reasons relating to his or her disability, as a result of visual indicators such as the vest or harness worn by the animal; or
if the person provides documentation from a regulated health professional as defined in the IASR confirming that the person requires the animal for reasons relating to the disability.

Support person: As defined by the IASR, a “support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.

Temporary disruption: A short-term planned or unplanned disruption to facilities or services that the public usually uses to obtain goods and services.

Accessibility Policy

Communications – The Centre will ensure that communications take the accessibility needs of people with disabilities into account.

Staff will communicate using methods that enable people with disabilities to use, receive, and request Centre services with the same quality and timeliness as others.
Requests for accessible formats and communication supports will be met in a timely manner and at either no cost or the normal cost that is charged for the document or service.
In certain circumstances, the Centre may not be able to meet the request for an accessible format or communication support, such as when information is not convertible as it is technically not feasible to convert it, or the technology or services needed to convert the information are not readily available. In these cases, the Centre will provide an explanation to the individual making the request as to why the information is unconvertible and will also provide a summary of the unconvertible information to the customer.

The Centre’s website and web content will conform with AODA requirements. Exceptions to this can be made when:

Meeting the requirement is not practical (e.g., when the necessary software and tools are not available).
The website or content is not controlled by the Centre, either directly or through a contractual relationship.
The information or communication is not convertible.
In these cases, an explanation of why the information is not convertible and a summary of the information or communication will be provided.

Assistive Devices – The Centre will strive to effectively serve persons with disabilities who use assistive devices, to obtain, use, or benefit from Centre services. The Centre will inform customers of the assistive devices (e.g., Bell Relay service, automatic door access) available at our location and ensure staff are trained on how to use them.

Use of service animals and support persons – The Centre is committed to welcoming people with disabilities who are accompanied by a service animal on our premises. At no time will a person with a disability who is accompanied by a service animal or support person be prevented from having access to their service animal or support person while on our premises.

Fees will not be charged for support persons who accompany a participant to Centre training, seminars, and public events. Support persons are not considered registered participants and do not receive certificates or credentials or materials for Centre courses. However, to accompany a participant, support persons must comply with any course health and safety requirements/personal protective equipment (PPE) such as safety shoes.

Notice of temporary disruption – The Centre will provide notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. 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 be placed at all public entrances on our premises and may also be posted on the Centre’s website as necessary.

Staff Training – The Centre will ensure that all employees, trainers, and any other persons who deal with the public or other third parties on their behalf, or who are involved in developing policies, practices or procedures governing the provision of goods and services to the public participate in training in accessible customer service.

Training will be provided as appropriate to the duties of the employees, trainers and other persons who provide Centre goods and services. As part of the onboarding process, new staff will complete required AODA training within the first week of employment at the Centre.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Ontario Public Service 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.
How to use the assistive devices provided at the Centre’s location.
What to do if a person with a disability is having difficulty in accessing the Centre’s goods and services.
The Centre’s policies, practices and procedures relating to the Customer Service Standard.

Training will also be provided on an ongoing basis when changes are made to the policies, practices, and procedures governing the provision of goods or services to persons with disabilities.

The Centre will keep records of the accessibility training provided, including the dates on which training took place and the number of individuals to whom it was provided.

Accessibility in Employment – The Centre is committed to fair and accessible employment practices and will accommodate people with disabilities during the recruitment and assessment process upon request. The Centre will ensure the accessibility needs of employees with disabilities (e.g., modified workspace, emergency response, individual accommodation plans, performance management) are taken into account in accordance with the IASR, the Ontario Human Rights Code and the Centre’s accommodation in the workplace procedures as outlined in the Employee Handbook.

Procurement – The Centre encourages all staff making purchases of goods, services, or facilities on behalf of the organization to take into account accessibility of the purchase for employees and customers.

Customer Service Feedback – The goal of the Centre is to meet and surpass customer expectations while serving customers with disabilities. Comments on the Centre’s services regarding how well those expectations are being met are welcome and appreciated.

If a person with a disability is having difficulty accessing the Centre’s goods and services, they should contact the Centre immediately. Communication will be directed to the appropriate Centre staff for response.

In accordance with the Centre’s Customer Service Policy, customers can expect to hear back within two to fifteen business days. Where possible, the Centre’s follow-up communication will be in the same format as the complaint received, unless another format has been requested. Every effort will be made to resolve the accessibility issue.

Email: inquiry@wcwc.ca
In person: 20 Ontario Road, Walkerton, ON N0G 2V0
Telephone: 1-866-515-0550
Bell Relay Service: 1-800-267-6511 (for people with hearing and/or speech disabilities)
Fax: 519-881-4947
Mail: Walkerton Clean Water Centre, P.O. Box 160, 20 Ontario Road, Walkerton ON N0G 2V0

Further information on how the Centre handles feedback can be found in the Centre’s Customer Service Policy available on the website or upon request.

Responsibilities

The CEO will:

Support and lead the Centre’s efforts to provide an accessible, inclusive, and equitable environment both internally and externally.
Ensure managers (for the purpose of this policy, “manager” refers to a member of the Centre management team) demonstrate commitment to providing accessibility and responding to feedback.
Report to the Board and overseeing ministry, as required, on the Centre’s accessibility policy, practices, and initiatives and Centre compliance with applicable regulations.

Managers will:

Ensure staff are aware of and following all policies and processes pertaining to accessibility within the Centre.
Ensure compliance with this policy and related regulations within their department.
Ensure any feedback received is reviewed on a monthly basis.
Seek clarification on matters pertaining to the Centre’s accessibility policy, practices, and objectives.

Employees (including management) will:

Be aware of accessibility legislation, meeting these requirements in their daily work, and ensuring that accessible customer service is provided to all customers in accordance with this policy and related procedures.
Review all Centre policies pertaining to accessibility as required.