Providing Accessibility for Ontarians with Disabilities

Emergency Relief & Development Overseas (ERDO) strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. Whether a person’s disability is apparent or not, ERDO believes that everyone should be treated with courtesy and respect. ERDO is committed to excellence in serving all customers including people with disabilities.

This Policy has been prepared to meet the compliance requirements of the AODA Customer Service Standard and to articulate what people may expect from ERDO in regard to this standard.   This policy applies to all staff members of ERDO.  

Responsibility:

It is the responsibility of the managers and/or immediate supervisors to ensure that all staff members follow the guidelines set out in this policy.   Each manager and/or supervisor is responsible to ensure all staff members are trained under the Accessibility Standards for Customer Service and this policy, practices and procedure.

1.    Access to our Building

The ERDO head office building, located at 2450 Milltower Court in Mississauga, Ontario is accessible to all persons, having the following accommodations in place:

1.1 Parking

Three parking spaces are specifically allocated to persons with physical disabilities. These spaces are located close to our front entrance and are clearly identifiable.

1.2  Front Door Access

 Our front door has an automatic door opener and an assistive ramp that is wheelchair friendly.

1.3  Second Floor Access

Our elevator, which is wheelchair accessible, is available for those who need to use it and is kept in good working repair. A key to the elevator is always available at Reception. The receptionist will ask the person with a disability if they would like assistance operating the elevator.  If they do require assistance, the receptionist will contact an administrative assistant to come down to the reception area.

1.4 Accessible washrooms

Accessible washrooms are available on both the first and second floors of our building. These washrooms are equipped with handrails and counters and sinks at heights that accommodate a wheelchair.

2.    Assistive Devices

ERDO is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from its goods and services.  ERDO will ensure that our staff members and volunteers are trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our goods or services.

3.    Use of Service Animals

ERDO is committed to welcoming persons 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.  ERDO will ensure that all staff and volunteers who deal with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.

4.    Support Persons

ERDO is also committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability, who is in need of the assistance of a support person, be prevented from having access to his/her support person while on our premises.

5.    Communication

ERDO will communicate with persons with disabilities in ways that take into account their disability.  We will train staff and volunteers on how to interact and communicate with persons with various types of disabilities.

5.1  Telephone Services

ERDO will train staff and volunteers to communicate over the telephone clearly and concisely using plain and easily understandable language.  We will make staff & volunteers familiar with telephone technologies intended for persons with disabilities. We will also offer to communicate with people by regular mail or email if telephone communication is not suitable to their needs.

5.2  Forms, Documents & Publications

ERDO will endeavor to make all forms, documents and publications available in alternative formats. Requests for documentation in alternative formats will be forwarded to the department involved in the production of such documentation.

5.3  Website

ERDO will place a link on our home web page that is easy to find, which will allow people to access our AODA policy, practices and procedures.

Within this link, there will be provision for:

1. 1. A request for documentation in an alternative format;
   2. An email contact, phone, mail address as to where to send feedback.

6.    Notice of Temporary Disruption

ERDO will provide a public notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. Such notice will include the reasons for the disruption, the expected duration and a description of alternative facilities or services, if available. The notice will be placed on our website and at our front entrance.

7.    Training

7.1 Training for Current Staff & Volunteers

1. 1. 1. ERDO will provide training to all staff members, both full-time and part-time, as well as any volunteers who work at our head office and deal with the public or other third parties on their behalf.
      2. We will also provide training for those involved in the development and approvals of policies, practices and procedures to accommodate persons with disabilities.
      3. All such training will be documented.  Human Resources will maintain accurate records of training delivered to our staff and make these records available for inspection as may be required.
      4. Training will be provided on an ongoing basis and whenever changes are made to relevant policies, practices and procedures.

7.2  Training for New Hires

Training for any new hires will be provided within a month of their start date.

7.3 Content of Training

Training provided by ERDO will include the following:

1. 1. 1. Review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements for Phase One, the Customer Service Standard;
      2. ERDO’s plan related to the customer service standard;
      3. Education on the various types of disabilities;
      4. Instruction on how to interact and communicate with persons with various types of disabilities;
      5. Acceptable and non-acceptable terms;
      6. Instruction on how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person;
      7. Instruction on how to use equipment or assistive devices available on-site or otherwise that may help with providing goods or services to persons with disabilities;
      8. Instruction on what to do if a person with a disability is having difficulty accessing your services;
      9. Our feedback policy;
      10. An opportunity for a question and answer period.

 

8.    Feedback Process

ERDO welcomes feedback on our accessibility services.  Comments on how well ERDO is doing in accommodating persons with disabilities can be submitted to the Human Resources Department.

a)  In person or by regular mail addressed to:

Human Resources Department

ERDO

2450 Milltower Court

Mississauga, ON L5N 5Z6

b)  By telephone at: 905-542-7400, or toll free 1-800-779-7262, and requesting ext. 3064.

c)  TTY: 800-855-0511

d)  By email to: accessibility @erdo.ca

 

All feedback will be respected as private.  It will be reviewed for possible action that can be taken to improve our current policy, practices and procedures. All those who submit feedback can expect to hear back within ten business days of our receipt of the feedback. Feedback will be in a format that is accessible to the complainant.

9.        Modifications

Any policy of ERDO that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.