about addiction & mental services – web view2016-2021 . accessibility plan. this...

2016-2021 Accessibility Plan

This publication is available through the Addiction & Mental Health Services – KFLA website (www.amhs-kfla.ca) and in accessible formats upon request

http://www.amhs-kfla.ca/

Contents

About Addiction & Mental Services – KFLA..................................................................................3

Statement of Commitment.............................................................................................................3Our Commitment to Accessibility Planning to Date.......................................................................4

AMHS-KFLA Mission.....................................................................................................................5AMHS-KFLA Vision.......................................................................................................................5

AMHS-KFLA Values......................................................................................................................5Strategic Directions........................................................................................................................6

AMHS-KFLA Multi-Year Accessibility Plan....................................................................................7Accessibility Check List For Built Environment............................................................................18

Maps of Property Locations.........................................................................................................19Accessibility & Accommodation Status of Agency Owned & Leased Properties........................25

Built Environment Action Plan Recommendations......................................................................28AODA Communication to AMHS-KFLA Staff/Board....................................................................31

AODA Professional Learning Opportunities for AMHS-KFLA Staff.............................................32AMHS-KFLA’s Accessibility Policy..............................................................................................33

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About Addiction & Mental Services – KFLA

Addiction and Mental Services - KFLA (AMHS-KFLA) annually serves approximately 4,300 individuals living with addiction and/or mental health concerns in the Counties of Frontenac and Lennox & Addington. The organization was incorporated April 1st, 2015 as a result of the amalgamation between legacy organizations of Frontenac Community Mental Health and Addiction Services (FCMHAS) and Lennox & Addington Addiction and Community Mental Health Services (LAACMHS). We offer a comprehensive range of community based mental health and addiction supports and services and provide support, advocacy and referrals to agency and community services where needed.

Our services include a 24/7 Crisis Service phone line and mobile support (during specific hours); Intensive and Transitional Case Management; Assertive Community Treatment Teams; Addiction Services, including specialized Problem Gambling Counselling; Family Support Program; Motherwise Program, and are a provider of Back on Track (Ministry of Transportation remedial driving program); Counseling & Treatment Psychotherapy; Supported Independent Living and Affordable Housing; Vocational Services; Family Resource Centre & Job Development Services; Justice/Court Support Services including Drug Treatment Court and Diversion services.

Statement of Commitment

Addiction and Mental Health Services – KFLA (AMHS-KFLA) welcomes and values the contribution of persons with disabilities by providing equitable access to all services, programs and opportunities. We are committed to promoting, providing and maintaining an environment where respect, independence, and dignity are demonstrated at all times to all clients, staff and volunteers equally. When clients with disabilities face barriers to their treatment or service access, or when employees with disabilities face barriers to their career advancement, the organization will take every effort through specific action to remove or mitigate these barriers.

This plan will:

Describe the process by which AMHS-KFLA identifies, removes, and prevents barriers to people with disabilities;

Review the progress that AMHS-KFLA has made in planning, adapting and removing barriers that were identified in the past planning cycle in its facilities, policies, programs, practices and services;

Describe the measures AMHS-KFLA will take in the coming years to identify, remove and prevent barriers to service and opportunity for people with disabilities; and

Describe the ways that AMHS-KFLA will make this accessibility plan available to the public.

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Our Commitment to Accessibility Planning to Date

Having an understanding of who is in our community and the types of barriers encountered by people with disabilities has helped us to plan for the many needs of people with disabilities.

AMHS-KFLA’s 2016-2021 Accessibility Plan will be posted on the AMHS-KFLA website (www.amhs-kfla.ca) and is available in alternate formats upon request. Internal AMHS-KFLA communication includes posting on the intranet, mandatory training, email announcements and presentations.

We remain vigilant and attentive to the various types of barriers to service, support and inclusion faced by people with disabilities. These are taken into account in the development of our accessibility planning and include:

Physical barriers (e.g. steps into a service building, accessible washroom facilities). Attitudinal barriers (e.g. Prejudgment by public and service providers regarding

capability of individuals with disabilities) Technological barriers (e.g. Communication system attentive to speech/text options for

those deaf/hard hearing) Information and communication barriers (e.g. optional formats for print information)

The Accessibility for Ontarians with Disabilities Act, (AODA) was passed in 2005 with the vision of creating a fully accessible Ontario by 2025. The AODA gave the Province the mandate to create sets of standards in accessibility, which will apply to both public and private/non-profit sector organizations. The AMHS-KFLA Multi-Year Accessibility Plan is based on the requirements of the AODA and the Integrated Accessibility Standards Regulation (IASR). The Province has developed and implemented standards in:

Customer Service - . The Accessibility Standards for Customer Services (Ontario Regulation 429/07) was passed in January 2008. AMHS-KFLA, has been in compliance with these Standards since January 1, 2012 under an earlier plan from the former legacy organization, Frontenac Community Mental Health and Addiction Services,

The next three standards – Information and Communication, Employment, and Transportation – have been combined into the Integrated Accessibility Standards Regulation (IASR). The IASR came into effect July 1, 2011, with requirements that are to be phased in over time, which for AMHS - KFLA , means implementing standards from 2011-2021.Information and Communication - AMHS-KFLA, has been in compliance with these Standards as per compliance schedule between January 1, 2012 and January 1, 2015.under an earlier plan from the former legacy organization, Frontenac Community Mental Health and Addiction Services, Employment - AMHS-KFLA has been in compliance with these Standards as per compliance schedule since January 1, 2016.Transportation - in development to meet compliance schedule January 1, 2021Built Environment - in development to meet compliance schedule January 1, 2025. These standards will apply to building and outdoors spaces. The Province of Ontario has divided the standards into two distinct areas of the built environment: the Design of Public Spaces, and Buildings.

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http://www.amhs-kfla.ca/

AMHS-KFLA Mission

As a leading, transformative and collaborative organization, AMHS-KFLA’s mission is to provide responsive, high-quality, community-based addiction and mental health services that empower

the people it serves to be well and achieve their full potential.

AMHS-KFLA Vision

A community where people have wellness, acceptance and a sense of belonging.

AMHS-KFLA Values

CompassionA welcoming and inclusive organization, we cultivate relationships with all stakeholders that encourage and promote recovery and wellness. We are universally positive in all our actions with individuals served and the community.

InnovationWe seek to innovate in all we do. We will be socially entrepreneurial and create a culture of measured risk to achieve organizational and system sustainability.

ExcellenceWe strive to provide accessible, flexible, integrated services in safe welcoming environments. We have a learning culture where initiative, innovation, and creativity are highly valued. The foundation of our services rests on excellence in all that we do.

AccountabilityWe will act honestly and with integrity by taking responsibility for our own actions and by holding others responsible for theirs. We will ensure proper stewardship of the public resources placed in our trust.

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Strategic Directions

Lead and support system change• Embrace and create collaborations that lead to better outcomes for individuals

and community• Be generous with all resources• Ensure alignment with best practices, funder goals and society trends

Create the ideal individual experience• People drive their services and determine their own recovery• Service should be seamless in all stages of the recovery journey• Services should be accessible, timely and responsive

To be a transformational organization that proudly contributes to a responsive addiction and mental health support system

• A caring confident and innovative workforce• Create new sources of revenues to address service gaps and ensure service

sustainability• Passionate and articulate advocates

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AMHS-KFLA Multi-Year Accessibility PlanInformation and Communication Standards

Type of Barrier Location Action Plan Effective Date Accountability StatusInformation/ Communication

Agency wide Provide training on provincial legislation and regulations (e.g. AODA, IASR and Human Rights Code)

Will be delivered at all new staff orientation and on an ongoing basis as needs are identified

Begun December 2011 and ongoing staff training through 2012.

Incorporating additional training to meet standards deadlines (e.g. Jan 2016 review previous standards and incorporate employment standards).

Accessibility Standards committee

Modules completed. Training delivered since Jan 2012, revised according to compliance standards deadlines.

Revised on-line module – June 2016

.

Information/ Communication

AODA Standards Regulation 191/11

Feedback

Accessible formatsand communicationsupports

Agency wide Review process forreceiving/respondingto feedback

accessible formats and communication supports on request.

Consultation available with the person making the support request.

Reviewed and revised Spring 2015

Accessibility Standards committee

Accessibility Officer

Completed

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Notify the public regarding above options and supports posted on the website.

Type of Barrier Location Action Plan Effective Date Accountability StatusAgency committee

Draft plan brought to Risk Management Committee for consultation

May 2016 Accessibility Officer

Completed

Agency committee

Draft plan brought to Risk Management Committee for approval

June 2016 Accessibility Officer

Completed

Agency website Plan posted on agency website

June/July 2016 I.T. Support Department

Completed

Emergency Procedures, plans and/or Public Safety Information

Agency wide Integrate accessibility needs within agency emergency procedures, including process for individual accommodation plans

Provide emergency procedures or public safety information in accessible formats, or with communication supports, as soon as practicable, upon request.

Integrated into agency 2016 Emergency Preparedness planIncluding AMHS-KFLA emergency services and evacuation protocol.

Emergency Preparedness Committee

Risk Management Committee, including Accessibility Officer

Revision Completed February 2016

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Type of Barrier Location Action Plan Effective Date Accountability StatusWebsite and web content

Agency wide Ensure that internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at the following levels:New agency internet website and web content will conform with WCAG 2.0 Level A by January 1, 2014New agency internet website and web content will conform to WCAG 2.0 Level AA, other than, Captions (Live), and Audio Descriptions (Pre-recorded) by January 1, 2021.

AMHS-KFLA website meets the current required standards.

AMHS-KFLA will meet the additional required standard in the time specified.

I.T. Support Department

On track

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Policy and practice - Employment StandardsAODA Standards Regulation 191/11

Type of Barrier Location Action Plan Effective Date Accountability StatusRecruitment Process

Agency wide and external job posting sites

Ensure employees and the public are aware of the availability of accommodation for persons with disabilities during the recruitment processes by posting notifications.

January 1, 2016 Human Resources Complete - notifications of accommodation are located on job opportunities websites and job postings.

Recruitment and Selection

Agency wide Ensure that during the recruitment process, job applicants are notified, when they are individually selected to participate in an assessment, that accommodations are available upon request. Work with candidates who require an accommodation to ensure it is appropriate and meets their needs.

January 1, 2016 Human Resources Complete - In interview confirmation email, notice of availability of accommodations was added. Appropriate accommodations are provided to interview candidates upon request.

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Type of Barrier Location Action Plan Effective Date Accountability StatusConsultation Request

Agency wide A consultation shall take place if an applicant requests an accommodation and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

January 1,2016 (practice was already in place)

Human Resources

Complete - Accommodation requests reviewed with the candidate to ensure accommodation is appropriate to the candidate’s needs.

Successful Applicants

Agency wide When making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.

January 1, 2016 Human Resources

Complete - Paragraph added in the employment offer letter informing successful candidates of the availability of accommodations if required.

Policy Notification

Agency wide Inform employees of AMHS-KFLA policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.

Ongoing - existing policies posted on Resource Source. Updated policies being reviewed to replace existing ones.

Human Resources

Partially complete - existing polices available. Updated policies still need to be posted.

All employees have been informed of changes through internal email and newsletters

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Type of Barrier Location Action Plan Effective Date Accountability StatusAccommodation Information

Agency wide Provide this information to new employees as soon as practicable after they begin their employment.

January 1, 2016 Human Resources

Complete - Accommodation policy added to new hire paperwork reviewed by new employees.

Policy Changes Agency wide Provide updated information to employees whenever there is a change to existing policies on the provision of job accommodations that take into account and employee’s accessibility needs due to disability.

Ongoing, as needed

Accessibility Committee

Complete - to be communicated as needed.

Workplace Information

Agency wide All information that is: Needed in order to

perform the employee’s job

Generally available to employees in the workplace

Is provided to employees in alternate format or with communication supports, upon request

Ongoing - Existing process will continue to be a followed regarding requests for accommodations.

Human Resources

Complete - Human Resources will review request with the employee to ensure appropriate accommodation measures are put in place.

Employee Consultation

Agency wide Consult with employees making requests for accommodation to determine the suitability of an accessible format or communication support.

See above Human Resources

Complete

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Type of Barrier Location Action Plan Effective Date Accountability StatusIndividual Workplace Emergency Response

Agency wide Individualized workplace emergency response information to employees who have a disability is provided, if the disability is such that the individual information is necessary and the employer is aware of the need for accommodation due to the employee’s disability.

Ongoing, as needed

Human Resources

Complete - Provide to employees who have identified a need.

Designated Persons

Agency wide Provide information to people designated to provide assistance to employees with their consent

Ongoing - current practice

Human Resources

Complete - information provided when requested

Information Timeliness

Agency wide Information provided as soon as practical after becoming aware of the need for accommodation due to the employee’s disability.

Ongoing - current process

Human Resources

Complete - provided as soon as possible after need is identified

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Type of Barrier Location Action Plan Effective Date Accountability StatusIndividualized Workplace Emergency Response Information Review

Agency wide Review of individualized workplace emergency response information when: Employee moves

locations Overall

accommodations needs or plans are reviewed

General emergency response policies are reviewed.

Ongoing - current practice

Human Resources

Complete - Plans reviewed when required

Written Process

Agency wide Develop a written process for the development of documented individual accommodation plans for employees with disabilities.

January 1, 2016 - Existing accommodation process was reviewed and updated into a formal document.

Human Resources

Complete

Accommodation Plan Elements

Agency wide Include the following elements in the development of documented individual accommodation plans: How the employee can

participate in the development of the plan;

How the employee is assessed on an individual basis;

How the employer can request and evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved;

Ongoing - Reflected in existing accommodation process document and on individual accommodation plans.

Human Resources

Complete

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How the employee can request the participation of a representative from their bargaining agent.

How the privacy of the employee’s personal information is protected;

How frequent the individual accommodation plan will be reviewed and updated;

How reasons for denied request for individual accommodation will be communicated;

How individual accommodation plan will be provided to employee

Individual Accommodation Plans

Agency wide Individual accommodation plans shall: Include any information

regarding accessible formats and communication supports provided, if requested;

Include individualized emergency response information, if requested;

Identify any other accommodation that is to be provided

Ongoing - Existing plans contain this information - no changes required.

Human Resources

Complete

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Type of Barrier Location Action Plan Effective Date Accountability StatusReturn to Work Process

Agency wide Develop a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

Ongoing - process already in use. Duty to Accommodate policy exists on intranet.

Human Resources

Complete

Return to Work Facilitation

Agency wide The return to work process shall outline the steps the employer will take to facilitate the return to work for employees who were absent because their disability required them to be away from work; and use documented individual accommodation plans as part of the process.

Ongoing - existing practice, no changes required

Human Resources

Complete

Performance Management

Agency wide The use of performance management employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.


Human Resources

Complete

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Type of Barrier Location Action Plan Effective Date Accountability StatusCareer Development and Advancement

Agency wide Career development and advancement is provided to its employees, taking into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.


Human Resources

Complete

Redeployment Agency wide The use of redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.


Human Resources Complete

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Accessibility Check List for Built Environment

The overall goal of the Accessibility Standards for the Built Environment is to remove barriers in public spaces and buildings in new construction and planned redevelopment.

The partial Built Environment Standard is being introduced through amendments to the Integrated Accessibility Standards Regulation (Ontario Regulation 191/11) to address barriers impeding access to outdoor public spaces by persons with disabilities, and not those barriers inside buildings.

The Ministry of Community and Social Services has indicated that enhancements to accessibility in buildings will happen at a later date through Ontario’s Building Code, which governs new construction and renovations in buildings

Ranking criteria provided to buildings for each Level is: Level 1: Total Building is not currently accessible. (e.g. code requirements)Level 2: Building accessible but requires ramp, door, or washroom modifications and some interior access. –

YELLOWLevel 3: Building is accessible, has some washroom modifications to accommodate wheelchairs and limited

interior access. – GREENLevel 4: Building has complete access and washroom(s) can accommodate wheelchairs. - DARK GREEN

LEGENDC - Completely AccessibleP - Partially AccessibleI - InaccessibleNA - Not ApplicableNIL - Structure Not Currently In Existence But Might Be Required For Accessibility

GENERALEntrances Are Not Signed As To Accessibility

Fire Alarms Are Audible and Visual

CRITERIAEntrancesC - All Entrances Are Accessible To WheelchairsP - One or More Entrances Are AccessibleI - No Entrances Are Accessible

Washrooms including showersNIL - Currently No shower but Required For Complete AccessibilityNA - No showers exist and is not required

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Maps of Property Locations

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Accessibility & Accommodation Status of Agency Owned & Leased Properties

Yard Walks Parking Ramps Entrance Doors Internal Stairs

Elevator /Stair Climber

Washrooms Alarms & Signals

Level Ranking

Agency Owned Properties

385 Princess St. N/A N/A Nil N/A P C C C P C 2

105-107 Wellington St.

N/A N/A Nil C P P P Nil P C 2

Lower Union St. C C 1 C C C C P P C 3

West St N/A N/A N/A N/A I I I N/A I P 1

Gardiner St. C C 1 C P C C N/A C C 3 Gardiner St. C C 1 C P C C N/A C C 3 Albert St. N/A N/A NIL I I I I I I P 1 Alma St. N/A N/A NIL I I I I I I P 1 Elmwood St. N/A N/A NIL I I I I I I P 1

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Forsythe Ave. N/A N/A NIL I I I I I I P 1

Glenaire Mews N/A N/A NIL I I I I I I P 1

Conacher Dr. N/A N/A NIL I I I I I I P 1 Lyons St. C C 3 C C C C C C C 4 Montreal St. N/A N/A NIL I I I I I I P 1 Montreal St. N/A N/A NIL I I I I I I P 1 York St. N/A N/A NIL I I I I I I P 1 Liddell Cres. N/A N/A NIL I I I I I I P 1 Dundas St N/A N/A 1 P P P C C C C 3 Agency-Leased

552 Princess St. N/A N/A NIL N/A P P N/A N/A C C 3

Agency-Leased space (partial)

12497-Unit 1, Hwy 41, Northbrook

N/A N/A 1 C P P N/A N/A P C 3

20 Manitou Crescent

N/A N/A 1 C C C I I C P 3

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Amherstview

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Built Environment Action Plan Recommendations

Type of Barrier

Location Action Plan Status

Built Environment

Agency wide Complete accessibility inventory of agency properties CompletedApril/May 2016

Agency Owned Properties

385 Princess St. Secure entry doors: seek out fobs/swipe mechanismWashrooms: automatic door openers 2 nd floor washrooms : lower soap and towel dispensers2 nd floor reception : lower call bell on wall

105-107 Wellington St.

Entrance: remove items stored in front entrywaySecure entry doors: seek out fobs/swipe mechanism Doors: automatic door openers - modify at front door to work from the inside when door is locked, ensure they work consistently (i.e. second entrance door function is spotty), need one for second entrance door on the inside; alternative to key pad for security door at receptionStairs:1 st floor washrooms : remove hutch stored in accessible washroom2 nd floor washrooms: install grab bars

Lower Union St. Stair lift / platform for wheelchair

Common space washrooms: grab bars around toilets. lower soap and towel dispensers

West St Necessary to adjust all indicators. Not able to reasonably adapt

for accessibility due to structure, age or heritage designation

Gardiner St. Entrance (side door – may be push door, not automatic), stairs

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Gardiner St. Entrance (side door – may be push door, not automatic), stairs

Albert St. Necessary to adjust all indicators. Not able to reasonably adapt


Alma St. Necessary to Adjust all indicators. Not able to reasonably adapt for accessibility due to structure, age or heritage designation

Elmwood St. Necessary to Adjust all indicators. Not able to reasonably adapt


Forsythe Ave. Necessary to Adjust all indicators. Not able to reasonably adapt for accessibility due to structure, age or heritage designation

Glenaire Mews Necessary to Adjust all indicators. Not able to reasonably adapt


Conacher Dr. Necessary to Adjust all indicators. Not able to reasonably adapt for accessibility due to structure, age or heritage designation

Montreal St. Necessary to Adjust all indicators. Not able to reasonably adapt


Montreal St. Necessary to Adjust all indicators. Not able to reasonably adapt for accessibility due to structure, age or heritage designation

York St. Necessary to Adjust all indicators. Not able to reasonably adapt


Liddell Cres. Necessary to Adjust all indicators. Not able to reasonably adapt for accessibility due to structure, age or heritage designation

70 Dundas St Front entrance: visible notice to staff regarding location of

portable ramp for urgent access

Multi-purpose room: main foyer: automatic door opener

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For L&A county: re-locating of MH crisis safe bed in community to a more physically accessible location.

Agency-Leased Properties

552 Princess St Main entrance to building : Automatic door button to the move from right side of front entrance to along right side entrance wall by sidewalk,

Secure entry doors: seek out fobs/swipe mechanism

women’s washroom main front hall: automatic door opener for double doors; small washroom space immediately to right: grab bars by toilet; Lower paper dispenser for wheelchair users; reversed or into the handicapped stall (to opposite side) and grab bars by toilet.

men’s washroom main front hall: automatic door opener

Shower room main floor: Lower towel rack

Agency-Leased space (partial)

Any adjustments to be initially discussed with property management

6618 Hwy 38 Verona

1020 Elizabeth St, Sharbot Lake

12497-Unit 1, Hwy 41, Northbrook

20 Manitou

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Crescent, Amherstview

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AODA Communication to AMHS-KFLA Staff/Board

Agency newsletters

Email distribution

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AODA Professional Learning Opportunities for AMHS-KFLA Staff

Role (Who is leading/facilitating thelearning?)

Audience (Who isparticipating in thelearning?) (depts/teams/open)

Format (Whatprofessional learning,month and number ofsessions, e.g. in person/online)

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AMHS-KFLA’s Accessibility Policy

The Accessibility Policy was approved by the Executive Director for January 1, 2012. The Policy was revised in December 2015, to account for the new organization following amalgamation April 1, 2015. This policy demonstrates AMHS-KFLA’s commitment to inclusion, understanding, and meeting the needs of all those we serve in a way that is free from discrimination, protects the dignity and independence of all people, and provides equal opportunity and integrated services for people with disabilities.

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Subject: Accessibility Policy Number: 1-106-01

Section: Administration Page: 1 of 5

Subsection: Approval:

To report an accessibility issue, please contact the AMHS-KFLA Accessibility Officer David Williams, Director of Addictions & Community Programs at 613-532-6818 or speak

with your Manager.

Preamble:

Addiction & Mental Health Services - Kingston, Frontenac, Lennox & Addington (AMHS-KFLA) welcomes and provides equitable access to all services, programs and opportunities to persons with disabilities. We are committed to promoting, providing and maintaining an environment where respect, independence, and dignity are demonstrated at all times to all clients equally.

Purpose:

This policy is intended to fulfill the requirements set out in the Accessibility for Ontarians with Disabilities Act, 2005.

Responsibility:

It is the responsibility of all management, staff and volunteers working on behalf of AMHS-KFLA, to follow and carry out the procedures outlined below.

I. ASSISTIVE DEVICES

A. Definitions:

Personal Assistive Device - is any technical aid, communication device or medical aid that is designed, made, adapted or customized to assist a person with a disability, to increase, maintain, or perform a particular task. Assistive devices include but are not limited to, canes, crutches, walkers, wheel chairs, white canes, identity canes, service animals, oxygen tanks, hearing aids, word boards, electronic communication devices, augmentative and alternative devices, Bell Relay and telephone amplifiers, screen readers and alternate input devices.

B. Procedure:

i. Persons with disabilities have the right to use their own assistive devices at all times, to obtain, use or benefit from AMHS-KFLA services. It is the responsibility of persons with disabilities to ensure that their assistive devices are operated in a safe and controlled manner.

ii. Staff may respectfully ask persons with disabilities about their preferred method of communication or how the staff member can best provide the required service and make every attempt to communicate using the client’s preferred method.

ADDICTION & MENTAL HEALTH SERVICES - KFLAPolicy No. 01-106-02 – Accessibility

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iii. If the request is for a format not usually made available, such as a document to be provided in Braille, then reasonable advance notice is required by AMHS-KFLA. This is to be discussed with the person with a disability who made the request.

iv. If there is a fee that applies to providing the document in an alternative format, as requested by the person with the disability, the person with the disability will be responsible for covering the cost of the service. AMHS-KFLA will not charge any additional fees.

v. In addition to Bell Relay System and pen and paper, text to voice software and voice recognition software can be made available to clients and staff who have such requirements.

vi. All leadership, staff, Directors and volunteers of AMHS-KFLA, will be trained and made aware of the various assistive devices that may be used by persons with disabilities while accessing our programs and services.

vii. In order to use and/or benefit from the services, programs and opportunities, staff may offer AMHS-KFLA owned assistive devices/technology to persons with disabilities.

viii. Each department must provide a list of assistive devices available to persons with disabilities and post this in a visible location on the premises.

In exceptional circumstance, where the person who has a disability must be separated from their assistive device, AMHS-KFLA staff must, in consultation with the person who has a disability, arrange for alternate support to ensure timely and quality provision of the services and opportunities being sought. If such a situation can be foreseen, consult with the person with a disability so that appropriate arrangements can be made. These arrangements must be made and communicated, in advance, to staff and any other person who may be involved

II. COMMUNICATING WITH PEOPLE WITH DISABILITIES

A. Procedure:

Communicating effectively with people with disabilities will be achieved by:

Taking into account individual disabilities when communicating. Educating staff, students, volunteers and others about providing effective ways of

communicating with people with disabilities. Using appropriate language when referring to people with disabilities and taking action

when unacceptable terms are used. Soliciting feedback about our communications from clients, consumers, experts and

others. Keeping current with communication technology and standards for people with disabilities. Adapting current best practices whenever possible. Ensuring there is a quality control.


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III. Support Persons

A. Definitions:

Support Person – is someone who accompanies a person with a disability in order to assist them with communication, mobility, personal care, medical needs or access to goods or services. This may include a professional, relative, volunteer or friend.

B. Procedure:

Both the individual and their support person are entitled to enter the premises together and the individual will have access to their support person at all times while on the premises.

The support person is the responsibility of the individual requiring the support. Signed consent for the support person should be obtained before discussing any

confidential information regarding the person receiving services. If a support person is required to participate in group discussions or activities, it may be

requested that the support person completes a confidentiality agreement. If a support person is require to pay any fees (i.e. event admission, food, etc.), AMHS-

KFLA will ensure that notice of the fee is given in advance to the individual who is requiring the support person. It will be the responsibility of the individual or that of the support person to cover the cost of any fees required.

Staff should speak directly to the individual and not to the support person.

IV. FEEDBACK

Clients and staff will be given the opportunity to provide feedback to ensure ongoing services are accessible.

A. Procedure :

People will be able to provide feedback in a format that is most accessible to them, e.g. in person, by telephone, in writing, by email, online or by any other method.

When feedback regarding accessibility concerns is received it will be submitted to the designated “Accessibility Officer” for review. The officer will address the feedback concern within 2 weeks of receipt.

If the feedback requires further action it may be referred to the Accessibility Standards Committee for review.

If there is no satisfactory resolution to the feedback the matter will become a complaint and subject to the complaint procedure.

Once action has been completed the documentation, including the original communication and the response, will be filed appropriately.

V. DISRUPTION OF SERVICES

AMHS-KFLA is aware that the operation of its ongoing services is important. It is possible that from time to time there will be disruptions in these services. AMHS-KFLA is committed to providing notice in the event of a planned or unexpected disruption in the facilities or services. Disruptions may involve facilities, systems, technology and services (i.e. elevators, accessible


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washrooms, ramps, automatic doors, software, headsets, TTY services, staff or others who provide services).

A. Procedure :

In the event of a temporary disruption in the availability of facilities or services, AMHS-KFLA will make reasonable effort to provide notice of the disruption including reason(s) for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.

AMHS-KFLA will make reasonable effort to provide prior notice of planned disruption if possible. In the event of an unplanned temporary disruption, AMHS-KFLA will provide notice as soon as possible.

Notices will be posted in the location of the disruption and at all facility entrances. Notices will be in a conspicuous place (i.e. the door of the premises, bulletin boards/reception areas, on the website) and will be in an accessible format.

For facility disruptions, the Property Manager or designate will be responsible for posting disruption notices. For service disruptions, the Program Manager, designate or clinical team will be responsible for posting disruption notices.

In the event of temporary disruptions, the following steps will be taken by management:i. Notice regarding information about the reason for disruption, its anticipated duration, and

a description of alternative facilities or services that may be available will be given to the Program Manager or designate and/or any team(s) affected by the disruption.

ii. Written notice will be provided via email to all staff, posted at all entrances and at the site of disruption. It will include information about the reason for disruption, its anticipated duration, and a description of alternative facilities or services that may be available.

iii. Written notice of the end of disruption will be distributed via email. Posted notices will be removed as soon as possible.

VI.SERVICE ANIMALS

A. Definitions :

Guide Dog - a dog that has successfully completed training to be certified as a guide for a blind person.

Service Animal – an animal that is trained to perform tasks for reasons related to a person’s disability.

It should be noted that guide dogs and services are working animals and are not pets. They should not be touched, petted or interacted with without first obtaining the owner’s permission.


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B. Procedure :

Care (including feeding, toileting and clean up) of the guide dog and/or service animal is the responsibility of the owner.

Guide dogs and service animals may accompany their owner in all areas of AMHS-KFLA unless where excluded by law or where there is significant risk to other person (i.e. café kitchen or where someone has identified a severe fear or allergy to the animal).

In the event that a guide dog or service animal is not permitted, staff will either provide the service in an alternative location or make alternative arrangements to provide the services required.

A letter from a physician or nurse confirming the person requires the animal for reasons relating to their disability may be requested.

Accessibility Policy 1-106-01

Revision History

Version: -01Developed By: Accessibility Committee

Initial Authorization Date: February 2016Next Revision Date: February 2019

This policy will supersede FCMHAS policy 1-106-02 AccessibilityThis policy will supersede LAACMHS policy 1-101-01 Accessibility


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