Accessible Customer Service Plan, Policy and Practices

Our Commitment

Seiden Health Management Inc. is committed to a standard of excellence in serving all of our customers, including persons with disabilities. Our aim is to be achieved by adopting the principles of integration and equality of opportunity, as well as respecting our customers’ dignity and independence. We are committed to giving people with disabilities equal opportunity to access our goods and services, and to equally benefit from the same services, in the same place and in a similar way as other customers.

This statement of our commitment reflects our best efforts to provide excellent customer service, within the limits of our resources, by:

  • Being sensitive, aware and knowledgeable about the realities of prejudice and discrimination
  • Recognizing and accommodating the diverse needs of our many client groups
  • Providing accessible services, information and materials
  • Responding to questions, concerns, and criticisms in a timely, fair and respectful way

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Providing Goods and Services to People with Disabilities

We will carry out our functions and responsibilities in an accessible manner. Each request for accommodation shall be assessed on a case-by-case basis. In addition, we will follow these steps:

Accessible Documents

All of Seiden Health’s public documents, related to accessible customer service, will be made available in electronic format on our website. We will strive to provide these materials in timely manner.

Assistive Devices

We will ensure that all members of our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
At this moment in time, we do not offer any assistive devices for the use of our customers. Should assistive devices be required for assisting customers in the future, our members of staff will be trained in its proper usage.
We accept all assistive devices on our premises

Communications

We shall communicate with people with disabilities in ways that take into account their disabilities. We train staff how to interact and communicate with people with various types of disabilities.
We train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. If communication over the telephone is not suitable or available, we offer to communicate with customers in other ways, including through the use of email.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on all parts of our premises that are open to the public and we will provide alternative assistance where the presence of the service animal is prohibited by conflicting laws. We will ensure that our employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Reading Materials

We provide reading materials in alternative formats including digitized text, or large print.

Support Persons

A person with a disability, who is accompanied by a support person, shall be allowed to have that support person accompany them on our premises. We will ensure that our employees are properly trained on how to interact with people with disabilities who are accompanied by a support person.

We will not require that a person be accompanied by a support person.

Feedback Process

Customers who wish to provide feedback on Seiden Health’s policy or practices in relation to providing goods and services to people with disabilities may contact us by:

Email: info@seidenhealth.com
Telephone: 416-362-8611
Fax: 416-362-8925
Mail:

Seiden Health Management Inc.
365 Bloor Street West #1400
Toronto, ON
M4W 3L4

All feedback will be directed to our Director of Operations. Customers can expect to hear back within 5 business days, or 10 business days if communicating by mail.

Complaints will be addressed according to our organization’s established complaint management procedures.

Modifications to This or Other Policies

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


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SEIDEN HEALTH MANAGEMENT INC. (Incl. S&A, CBML) - Multi-Year Accessibility Plan

SHMI’s Commitment:

At SHMI, we strive to create a respectful and accessible environment for all stakeholders. Diversity and Equity are of fundamental importance to us and discrimination of any kind is strictly prohibited. As a result, we have endeavored to make our policies, practices, and procedures as inclusive as possible. In the face of the Accessibility for Ontarians with Disabilities Act, SHMI acknowledges our continuing obligation to create a business and workplace that is free of barriers. In service of this goal, and to ensure that our stakeholders are treated equitably, Seiden Health considers all individual needs, including disability and accessibility, in all aspects of our business.

The purpose of the Accessibility for Ontarians with Disabilities Act, (“AODA”) is to make Ontario barrier-free by 2025. The five areas identified for the development of accessibility standards are:

  • Customer Service
  • Employment
  • Transportation
  • Information and Communications
  • Built Environment

The Accessibility Standards for Customer Service (Regulation 429/07) was enacted in 2007 and focused on customer service. In 2011, the Integrated Accessibility Standards (Regulation 191/11) addressed accessibility standards in the remaining four areas. These Regulations contain many compliance obligations, which are staggered over time. As a corporation “established under an Act,” the AODA and its subsequent regulations apply to SHMI.

Multiple policies at Seiden address human rights and are focussed on combatting discrimination (direct, indirect, subtle, “adverse effect,” harassment, and systemic discrimination). As part of our commitment to full participation for everyone, SHMI will comply with the regulations established under the Accessibility for Ontarians with Disabilities Act, 2005 before or by the deadlines required by law.

This multi-year accessibility plan, established to meet Ontario’s accessible laws, outlines the policies and actions that SHMI has or will have in place to benefit persons with disabilities.

This plan is available on the Seiden Health website, via SHMI’s internal network to staff, and in an accessible format upon request. This plan will be reviewed annually to ensure its ongoing relevance.

 

Regulation: Customer Service Accessibility Standards (CSAS), Ontario Regulation 429/07

 

CSAS Section Requirement

Compliance Obligations

Implementation Status

Development and implementation of customer service accessibility standards

O. Reg. 429/07, s. 3. (1), (2).

  • Develop polices to meet needs of persons with disabilities including:

Provision of goods and services, Personal assistive devices, Guide dogs/service animals, Support persons, Training and Feedback

  • Policy and procedure completed
  • Policy posted on intranet

Training for staff
O. Reg. 429/07, s. 6. (1), (2)

  • Provide education to all staff, volunteers, and service providers on the following:
  • Purpose of AODA
  • Policy and Procedures on AODA
  • General Requirements - Emergency  and Public safety information
  • Employment - Workplace emergency information
  • Respectful Workplace Training – all new hires at orientation, and all staff annually 

•  includes all employees, staff and management
•  all persons who participate in developing policies

Training required of and offered to:
•  all other persons who provide services or facilities on our behalf

Training covers: the requirements of the accessibility standards and the Human Rights Code as it relates to people with disabilities
Training provided in a way that best suits the duties of employees and other individuals.

  • Request third party providers to sign off on statement Re: AODA compliance

Feedback process for providers of goods or services
O. Reg. 191/11, s. 7

  • Implement a feedback process
  • Solicit feedback and monitor barriers or improvements
  • Review all feedback and if possible include in plans
  • Added an accessibility statement in feedback section – available in multiple formats and alternative accessible formats on request

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Integrated Accessibility Standards Regulation (IASR) 191/11

Institutes accessibility standards for: information, communications, employment, transportation and public spaces. The transportation and public space standards are not applicable to SHMI

SHMI is aware that the standards set out in the IASR are not intended to replace the requirements established under the Human Rights Code

 

CSAS Section Requirement Compliance Obligations Implementation Status

Accessibility Report
AODA, 2005, c. 11, s.14 (1), (2), (3), (4)
Amendment to Act
O. Reg. 413/12. S. 7.
(ongoing)

 

  • Completeand submit an Accessibility Report to the Ministry of Economic Development, Trade and Employment annually by Dec. 31, 2012 or as required
  • File the accessibility report required under subsection 14 (1) of the Act with a director according to the schedule
  • Accessibility Report submitted - 2012.
  • Accessibility Report has been filed for 2014 and will be filed every three years thereafter.

Establishment of Accessibility Policies
O. Reg. 191/11, s. 3.(1).

  • Develop, implement and maintain policies governing how the organization achieves or will achieve accessibility
  • Statement of organizational commitment to meeting the accessibility needs of persons with disabilities in a timely manner
  • Developed a working group to create Accessibility Policies, including a Commitment Statement
  • Commitments Statement reviewed and approved

Accessibility Plans
O. Reg. 191/11, s. 4. (1)
(Ongoing)

  • Establish, implement and maintain a multi-year accessibility plan
  • Post multi-year plan on website
  • Review and update plan every 5 years
  • Post annual status report of progress
  • Documents available in an accessible format upon request
  • Draft of multi-year plan presented and approved
  • Multi-year plan posted on website
  • Will review and update multi-year plan annually
  • The multi-year plan will be provided in an accessible format on request

Procuring or Acquiring goods, services or facilities
O. Reg. 191/11, s. (5) & (6)
(Ongoing)

  • Incorporate accessibility criteria and features when acquiring or purchasing goods, services or facilities
  • Vendor management team collaborates with vendors to ensure compliance
  • Service Agreement amended to include requirement of AODA compliance for service and facility providers

Training

O. Reg. 191/11, s. 7 (1), (2) & (5).
  • Ensure that training is provided on the requirements of the accessibility standards in regards to the AODA and the Human Rights Code as it pertains to people with disabilities
  • Training shall be appropriate to the duties of employees, volunteers and other persons
  • A record must be maintained of the training provided, including the training dates and the number of people who attended.
  • Incorporated education materials to meet the training requirements of IASR
  • Staff sign a document indicating that they have received orientation/annual training and understand goals and obligations
  • Training attendance records retained to verify attendance

Workplace Emergency Response Information
O. Reg. 191/11, s. 13 (1), (2)
(ongoing)

  • Provide individualized workplace emergency response information to employees who have a disability, if necessary.
  • Education and training is conducted annually on emergency procedures and plans.
  • Emergency procedures and plans are posted in staff kitchen and on staff intranet
  • Managers will provide information on emergency procedures & plans in an alternative format on request.

Accessible Websites and Web Content
O. Reg. 191/11, s. 14

January 1, 2014-WCAG 2.0 Level A

January 1, 2021-WCAG 2.0 Level AA
  • Make new internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A
  • Make new internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, other than criteria noted in the legislation.
  • The website has not been updated in some time, but when this happens, the following steps will be taken:
  • Assessment of the overall accessibility of the website, web content and any web-based applications on public website to ensure compatibility with WCAG 2.0, level AA.
  • Will continue to monitor the development of its web content to ensure compatibility with WCAG 2.0., level AA.
  • Web content will be written in clear language, provide alternative text for images and ensure that someone can navigate the website with just a keyboard.

Feedback
O. Reg. 191/11, s. 14
January 1, 2015

  • Ensure that any process for receiving and responding to feedback is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports upon request.
  • Feedback is accepted in multiple formats, including via telephone, fax, email, or via the Contact Us option on the website
  • A formal complaint procedure is in place and detailed in the Employee Manual – this is also available on the staff intranet and is addressed in training

Accessible Formats and Communication Supports
O. Reg. 191/11, s. 12

  • Provision of accessible formats and communication supports for persons with disabilities must be provided or arranged upon request
  • Alternate formats and communication supports are available upon request whenever possible.
  • Staff and management are trained to provide services to persons with disabilities.
  • Where an accessible format is requested for a feedback response, staff will consult with the recipient and more broadly if necessary to ensure that the format is accessible and appropriate.
  • Will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner, and at a cost (where applicable) similar to that charged to other persons.
  • The availability of accessible formats and communications supports to persons with disabilities is noted on SHMI’s website

Employment Standards relating to Recruitment, Informing Employees, Accessible Formats, Individual Accommodation Plans, Return to Work Process, Performance Management, Career Development/ Advancement and Redeployment

O. Reg. 191/11, s. (22), (23), (24), (25), (26), (27), (28), (29),(30), (31), (32)

  • Notify internal and external job applicants that accommodation for disabilities will be provided to support their participation in the recruitment process
  • Notify selected applicants that accommodations are available on request
  • Advise successful applicants of the organizations’ policies for accommodating employees with disabilities

Informing Employees

  • Inform new and existing employees of the policies for supporting employees with disabilities, including employment-related accommodation for disabilities

Accessible Formats

  • Consult with employees with disabilities in order to provide them with the accessible formats and communications supports they require to do their jobs effectively and to be informed of information that is generally available to all employees in the workplace

Individual Accommodation Plans

  • Develop written individual accommodation plans for employees with disabilities

Return to Work Process

  • Have in place  a documented process for supporting employees who return to work after being away for reasons related to their disability

Performance Management

  • Use performance management processes that take into account the accessibility needs of employees with disabilities

Career Development

  • Take into account the accessibility needs of employees who have disabilities
  • Provide employees with disabilities with the opportunities to advance within the organization

Redevelopment

  • Consider the accessibility needs of employees with disabilities before moving them to other positions, so that employees can continue to have their accommodation needs met.
  • Internal and external postings for employment opportunities reflect SHMI’s commitment to the AODA and the availability of accommodation for applicants with disabilities in the recruitment process.
  • Applicants selected for participation in an assessment or selection process are notified that accommodation is available on request. 
  • In order to ensure that the accommodation offered is appropriate, SHMI will consult with the applicant and arrange for accommodation commensurate with the applicant’s accessibility needs.
  • The Employment Agreement between a new employees and SHMI include our commitment to the AODA principles and reference the existence of policies for accommodating employees with disabilities.
  • The Employee Manual, which is provided to all employees during their orientation session and is available on SHMI’s intranet includes accommodation policies for employees with disabilities.
  • Existing policies and procedures will be reviewed and revised as necessary or new policies and procedures
  • Employees will be advised of changes to the Employee Manual via email and the most recent and up-to-date version will be available on the intranet.
  • The Policy for developing individual accommodation plans reflects a participatory process involving the employee requesting accommodation, management, and if required, external medical evaluations.
  • The individual accommodation plan will include information involving required accessible formats and communications supports for information that is needed in order to perform that employee’s job and information that is generally available to employees in the workplace, individualized emergency response information if required, and any other accommodation that is to be provided under the plan.
  • SHMI will provide individualized emergency response information to employees who have a disability as required.  This information may be shared with a person designated to provide assistance to the employee during an emergency situation.
  • SHMI’s policies related to recruitment, performance management, professional development, redeployment, return-to-work planning, and accommodation are outlined in the Employee Handbook available to all employees on the staff intranet and to new employees during their orientation.  Alternative, accessible formats of this material will be made available on request
  • These policies will be updated to take individual accommodation plans where they exist, into account.

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