SKILLS CANADA - ONTARIO

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1 Emplyment Plicy and Prcedure Manual Sectin: Cmmunicatin SPP N: 4.06 Subject: AODA Custmer Service Issued: January 31, 2016 Issue t: All Manual Hlders Replaces: NA Issued by: Re-Evaluatin Date: NA Executive Authrizatin: Executive Directr Page: 1 f 5 Plicy Skills Ontari strives t meet the requirements f Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07 under the Accessibility fr Ontarians with Disabilities Act, All gds and services prvided by Skills Ontari shall fllw the principles f dignity, independence, integratin and equal pprtunity. Skills Ontari is cmmitted t prviding gds and services in a way that respects the dignity and independence f peple with disabilities. We are cmmitted t giving peple with disabilities the same pprtunity t access ur gds and services and allwing them t benefit frm the same services, in the same place and in a similar way as ther custmers and clients. Purpse Skills Ontari has adpted this Plicy t utline ur cmmitment t equal accessibility and the prcedures and training t be implemented in achieving this cmmitment. Scpe This Plicy applies t all emplyees f Skills Ontari. Respnsibility Management and the Directr f Finance and Administratin are respnsible t develp the requirements in achieving equal accessibility and t ensure that emplyees have the training and knwledge t enable them t serve clients with disabilities in accrdance with this Plicy. Emplyees are respnsible t take part in training and t abide by Skills Ontari s Plicy and prcedures regarding equal accessibility at all times. Definitins Disability means Any degree f physical disability, infirmity, malfrmatin r disfigurement that is caused by bdily injury, birth defect r illness and, withut limiting the generality f the freging, includes diabetes mellitus, epilepsy, a brain injury, any degree f paralysis, amputatin, lack f physical c-rdinatin, blindness r visual impediment, deafness r hearing impediment, muteness r speech impediment, r physical reliance n a guide dg r ther animal r n a wheelchair r ther remedial appliance r device; A cnditin f mental impairment r a develpmental disability; A learning disability, r a dysfunctin in ne r mre f the prcesses invlved in understanding r using symbls r spken language; A mental disrder; r

2 Emplyment Plicy and Prcedure Manual Sectin: Cmmunicatin SPP N: 4.06 Subject: AODA Custmer Service Issued: January 31, 2016 Issue t: All Manual Hlders Replaces: NA Issued by: Re-Evaluatin Date: NA Executive Authrizatin: Executive Directr Page: 2 f 5 An injury r disability fr which benefits were claimed r received under the insurance plan established under the Wrkplace Safety and Insurance Act. Prcedures Prviding gds and service t peple with disabilities Skills Ontari is cmmitted t excellence in serving all custmers including peple with disabilities and we will carry ut ur functins and respnsibilities in the fllwing areas: Cmmunicatin: We will cmmunicate with peple with disabilities in ways that take int accunt their disability. We will train staff wh cmmunicate with custmers n hw t interact and cmmunicate with peple with varius types f disabilities. Telephne services: We are cmmitted t prviding fully accessible telephne service t ur custmers. We will train staff t cmmunicate with custmers ver the telephne in clear and plain language and t speak clearly and slwly. We will ffer t cmmunicate with custmers by r mail if telephne cmmunicatin is nt suitable t their cmmunicatin needs r is nt available. Assistive devices: We are cmmitted t serving peple with disabilities wh use assistive devices t btain, use r benefit frm ur gds and services. We will ensure that ur emplyees are trained and familiar with varius assistive devices that may be used by clients with disabilities while accessing ur gds r services. Billing: We are cmmitted t prviding accessible invices if applicable t all f ur custmers. Fr this reasn, invices will be prvided in the fllwing frmats upn request: large print, , r mail. We will answer any questins custmers may have abut the cntent f the invice in persn, by telephne r .

3 Emplyment Plicy and Prcedure Manual Sectin: Cmmunicatin SPP N: 4.06 Subject: AODA Custmer Service Issued: January 31, 2016 Issue t: All Manual Hlders Replaces: NA Issued by: Re-Evaluatin Date: NA Executive Authrizatin: Executive Directr Page: 3 f 5 Use f service animals and supprt persns: We are cmmitted t welcming peple with disabilities wh are accmpanied by a service animal n the parts f ur premises that are pen t the public and ther third parties. We will als ensure that all emplyees dealing with the public are prperly trained in hw t interact with peple with disabilities wh are accmpanied by a service animal. We are cmmitted t welcming peple with disabilities wh are accmpanied by a supprt persn. Any persn with a disability wh is accmpanied by a supprt persn will be allwed t enter Skills Ontari s premises with his r her supprt persn. At n time will a persn with a disability wh is accmpanied by a supprt persn be prevented frm having access t his r her supprt persn while n ur premises. Ntice f temprary disruptin: Skills Ontari will prvide custmers with ntice in the event f a planned r unexpected disruptin in the facilities r services usually used by peple with disabilities. This ntice will include infrmatin abut the reasn fr the disruptin, its anticipated duratin, and a descriptin f alternative facilities r services, if available as shwn in Attachment A. The ntice will be placed at all public entrances and service cunters n ur premises. Training fr staff Skills Ontari will prvide training t all emplyees wh deal with the public r ther third parties n their behalf, and all thse wh are invlved in the develpment and apprvals f custmer service plicies, practices and prcedures. Individuals in the fllwing psitins will be trained: All staff This training will be prvided immediately after emplyees cmmence their duties. Training will include the fllwing: The purpses f the Accessibility fr Ontarians with Disabilities Act, 2005 and the requirements f the custmer service standard. Hw t interact and cmmunicate with peple with varius types f disabilities. Hw t interact with peple with disabilities wh use an assistive device r require the assistance f a service animal r a supprt persn. What t d if a persn with a disability is having difficulty in accessing Skills Ontari s gds and services.

4 Emplyment Plicy and Prcedure Manual Sectin: Cmmunicatin SPP N: 4.06 Subject: AODA Custmer Service Issued: January 31, 2016 Issue t: All Manual Hlders Replaces: NA Issued by: Re-Evaluatin Date: NA Executive Authrizatin: Executive Directr Page: 4 f 5 Skills Ontari s plicies, practices and prcedures relating t the custmer service standard. Applicable emplyees will be trained n plicies, practices and prcedures that affect the way gds and services are prvided t peple with disabilities. Emplyees will als be trained n an nging basis when changes are made t these plicies, practices and prcedures. Feedback prcess The ultimate gal f Skills Ontari is t meet and surpass custmer expectatins while serving custmers with disabilities. Cmments n ur services regarding hw well thse expectatins are being met are welcme and appreciated. Feedback regarding the way Skills Ontari prvides gds and services t peple with disabilities can be made by , verbally, mail, telephne r via ur cntact page at All feedback will be directed t Directr f Finance and Administratin. Custmers can expect t hear back within seventy-tw (72) hurs (excluding evenings, weekends and hlidays). Mdificatins t this r ther plicies We are cmmitted t develping custmer service plicies that respect and prmte the dignity and independence f peple with disabilities. Therefre, n changes will be made t this Plicy befre cnsidering the impact n peple with disabilities. Any Plicy f Skills Ontari that des nt respect and prmte the dignity and independence f peple with disabilities will be mdified r remved. Questins abut this Plicy This Plicy exists t achieve service excellence t custmers with disabilities. If anyne has a questin abut the Plicy, r if the purpse f a Plicy is nt understd, an explanatin shuld be prvided by, r referred t the Directr f Finance and Administratin. References Accessibility fr Ontarians with Disabilities Act, Custmer Service Standard Revisin Cntrl Nne. Attachments Attachment A Ntice f Service Disruptin

5 Emplyment Plicy and Prcedure Manual Sectin: Cmmunicatin SPP N: 4.06 Subject: AODA Custmer Service Issued: January 31, 2016 Issue t: All Manual Hlders Replaces: NA Issued by: Re-Evaluatin Date: NA Executive Authrizatin: Executive Directr Page: 5 f 5 NOTICE OF SERVICE DISRUPTION (AODA) Effective Date Type f Disruptin Reasn fr Disruptin Anticipated Duratin f Disruptin Descriptin f Alternative Facilities r Services, if any Cntact Inf

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