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08 27 2009 Accessibility Committee AgendaTnwaaship of Proud Hei*4~i e, Exciting Future Page 1. ADOPTION OF AGENDA a) Motion to adopt the agenda. TOWNSHIP OF ORO-MEDONTE ACCESSIBILITY ADVISORY COMMITTEE MEETING AGENDA COUNCIL CHAMBERS Thursday, August 27, 2009 1:00 P.M. 2. DISCLOSURE OF PECUNIARY INTEREST AND THE GENERAL NATURE THEREOF: - "IN ACCORDANCE WITH THE ACT" 3. ADOPTION OF MINUTES OF PREVIOUS MEETING- 2-5 a) Minutes of March 2, 2009. 4. PRESENTATIONS: 5. COMMUNICATIONS- 6 a) Correspondence dated August 7, 2009, The Simcoe County Association for the Physically Disabled, re: Next SCAN Meeting & S.C.A.P.D. Annual General Meeting - September 22, 2009. 7-8 b) Correspondence dated June 12, 2009, Ministry of Community and Social Services Ontario, re: Ontario Launches Review of Accessibility Legislation. 9-18 c) Shawn Binns, Director of Recreation and Community Services, re: Draft Accessibility Plan 2009. 19-36 d) Marie Brissette, Committee Coordinator, Draft Accessibility Standards for Customer Service Policy and Procedures. 6. ANNOUNCEMENTS 7. NEXT MEETING DATE 8. ADJOURNMENT a) Motion to adjourn. Page 1 of 36 Agenda Item # 3a) - Minutes of March 2, 2009. 1':JOTION# 12- MAR 1 1 z TOWNSHIP OF ORO-MEDONTE ACCESSIBILITY ADVISORY COMMITTEE MEETING: COUNCILZ MEETING MINUTES OF W C Neufeld Room Monday, March 2, 2009 TIME: 1:03 p.m. Present: Shirley Paterson Debbie Ball Glen Taber Bonnie MacDougall Council/Staff Councillor Dwight Evans Marie Brissette, Committee Coordinator Present: Shawn Binns, Director of Recreation and Community Services Councillor Evans assumed the chair and called the meeting to order. 1. ADOPTION OF THE AGENDA Motion No. AAC090302-1 Moved by Bonnie MacDougall, Seconded by Shirley Paterson It is recommended that the agenda for the Accessibility Advisory Committee meeting of Monday, March 2, 2009 be received and adopted. Carried. 2. DISCLOSURE OF PECUNIARY INTEREST AND THE GENERAL NATURE THEREOF: - "IN ACCORDANCE WITH THE ACT" None. 3. ADOPTION OF MINUTES Motion No. AAC090302-2 Moved by Debbie Ball, Seconded by Glen Taber It is recommended that the minutes of the Accessibility Advisory Committee meeting held on December 9, 2008 be adopted as printed and circulated. Carried. Page 2 of 36 Agenda Item # 3a) - Minutes of March 2, 2009. 4. PRESENTATIONS None. 5. COMMUNICATIONS a) Ministry of Community and Social Services, re: Posting of Final Proposed Transportation Standard. Motion No. AAC090302-3 Moved by Debbie Ball, Seconded by Bonnie MacDougall It is recommended that the correspondence dated November 18, 2008, Ministry of Community and Social Services, re: Posting of Final Proposed Transportation Standard, be received. Carried. b) Ellen Waxman, Assistant Deputy Minister, Ministry of Community and Social Services, re: Launch of the Initial Proposed Employment Accessibility Standard for Public. Motion No. AAC090302-4 Moved by Shirley Paterson, Seconded by Glen Taber It is recommended that: 1. The correspondence dated February 18, 2009 from Ellen Waxman, Assistant Deputy Minister, Ministry of Community and Social Services, re: Launch of the Initial Proposed Employment Accessibility Standard for Public, be received. 2. And That Members provide their comments to Shawn Binns, Director of Recreation and Community Services, no later than April 1, 2009. Carried. c) Ministry of Community and Social Services, re: Public Review for the Initial Proposed Employment Accessibility Standard. Motion No. AAC090302-5 Moved by Debbie Ball, Seconded by Bonnie MacDougall It is recommended that the correspondence from Ministry of Community and Social Services, re: Public Review for the Initial Proposed Employment Accessibility Standard, be received. Carried. Accessibility Advisory Committee Minutes of March 2, 2009 2 Page 3 of 36 Agenda Item # 3a) - Minutes of March 2, 2009. d) Partners, Volume 2, Issue 1, Winter 2009, re: New Accessibility Resource Centre Assists Seniors, Service clubs and Health Care Providers. Motion No. AAC090302-6 Moved by Debbie Ball, Seconded by Bonnie MacDougall It is recommended that the correspondence from Partners, Volume 2, Issue 1, Winter 2009, re: New Accessibility Resource Centre Assists Seniors, Service Clubs and Health Care Providers, be received. Carried. e) Simcoe County Accessibility Network, re: Accessibility Day 2009 - Tuesday, May 12, 2009. Motion No. AAC090302-7 Moved by Glen Taber, Seconded by Shirley Paterson It is recommended that: 1. The correspondence from the Simcoe County Accessibility Network, re: Accessibility Day 2009 - Tuesday, May 12, 2009, be received. 2. And That Glen Taber, Shirley Paterson, Debbie Ball and Councillor Evans be in attendance. Carried. f) Jason Shanahan, Accessibility Consultant, Effective Accessibility Consulting, correspondence dated February 9, 2009, re: Administration Office Assessment. Motion No. AAC090302-8 Moved by Bonnie MacDougall, Seconded by Glen Taber It is recommended that: 1. The correspondence dated February 9, 2009 from Jason Shanahan, Accessibility Consultant, Effective Accessibility Consulting, re: Administration Office Assessment, be received. 2. And That the information be incorporated into the 2009 Accessibility Plan. Carried. Accessibility Advisory Committee Minutes of March 2, 2009 3 Page 4 of 36 Agenda Item # 3a) - Minutes of March 2, 2009. 12-d)~ g) Strategic Facility Plan. Motion No. AAC090302-9 Moved by Debbie Ball, Seconded by Bonnie MacDougall It is recommended that: 1. The verbal information presented by Shawn Binns, Director of Recreation and Community Services re: Township of Oro-Medonte Draft Facility Assessments / Strategic Facility Plan, be received. 2. That the correspondence dated March 1, 2009 from Glen Taber, be received. 3. And That the information be incorporated into the 2009 Accessibility Plan. Carried. h) Sandy Johnston, President, Effective Accessibility Consulting, correspondence dated February 17, 2009, re: Review of 2008 Accessibility Plan. Motion No. AAC090302-10 Moved by Glen Taber, Seconded by Shirley Paterson It is recommended that: 1. That the correspondence dated February 17, 2009 from Sandy Johnston, President, Effective Accessibility Consulting re: Review of 2008 Accessibility Plan, be received. 2. And That the information be incorporated into the 2009 Accessibility Plan. Carried. 6. ANNOUNCEMENTS None. 7. ADJOURNMENT Motion No. AAC090302-11 Moved by Debbie Ball, Seconded by Bonnie MacDougall It is recommended that we do now adjourn at 2:10 p.m. until May 19th, 2009 at 10 a.m. Carried. Councillor Evans, Chair Marie Brissette, Committee Coordinator Accessibility Advisory Committee Minutes of March 2, 2009 4 Page 5 of 36 Agenda Item # 5a) - Correspondence dated August 7, 2009, The Simcoe County Assoc... Dear AAC Member, RE: Next SCAN Meeting & S.C.A.P.D. Annual General Meeting - September 22, 2009 The next meeting of the Simcoe County Accessibility Network is scheduled to take place from 1:30 pm to 5:00 p.m. on Tuesday, September 22nd, 2009 at the Hawk Ridge Golf & Country Club, 1151 Hurlwood Lane, Orillia. Based on the feedback received from the training survey, the meeting will include presentations on: • Technological advances and their effect on Accessibility in the future; • An update on the AODA Standards Development; • Suggestions for joint strategies; and • Challenges and successes of AAC's over the past year. Pre-registration for this meeting is recommended as it is expected to be well attended, so register early and don't be disappointed. For further information on the presentations, please refer to the brochure accompanying this invitation. There will be a cost of $25.00 to participate in the SCAN meeting. If special accommodations are required, please make arrangements with your municipality to ensure these needs are met at the meeting. Attendant care services will be available throughout the day and evening. Also, on behalf of the Board of Directors of the Simcoe County Association for the Physically Disabled, I would like to take this opportunity to invite you to attend our Annual General Meeting which will follow the SCAN meeting. A dinner which is optional, but reouires ore-registration, will take place from 5:30 p.m. to 6:25 p.m. at the cost of Members $10.00 and Non-Members $15.00. The Business Meeting is scheduled to commence at 6:30 p.m. followed by a Guest Speaker representing Ontario Professional Planners Institute presenting their "Call to Action" - Planning for Age Friendly Communities. Please come and join us for any part or all of this day celebrating the 32nd year our Association has been providing services and support to promote the independence of individuals with physical disabilities throughout Simcoe County. Thank you for your commitment and interest in improving accessibility in Simcoe County and area. Please confirm whether a representative of your municipality will be attending our scheduled SCAN meeting and/or Annual General Meeting by calling Nicola Charity at 737-3263 Ext 232 or E-mail ncharitv(a scaDd.on.ca to confirm your attendance by Tuesday, September 8th, 2009. Sincerely, Dan McGale Imagine "United WQV MemberA enc Ethical Cale Executive Director _V5 a v Canada Enclosure The Simcoe County Association for the Physically Disabled 1102-44 Cedar Pointe Drive Tel: (705) 737-3263 scapd@scapd.on.ca Barrie, ON L4N 5R7 Pax: (705) 737-1874 www.scapd.on.ca Page 6 of 36 Agenda Item # 5b) - Correspondence dated June 12, 2009, Ministry of Community an... Brissette, Marie Subject: FW: Ontario Launches Review of Accessibility Legislation NEWS - June 12, 2009 Ministry of Community and Social Services Ontario Launches Review of Accessibility Legislation McGuinty Government Helping People with Disabilities Ontario has appointed Charles Beer to conduct a mandatory independent review of the Accessibility for Ontarians with Disabilities Act. Under the act, Ontario is making the province accessible for people with disabilities by 2025 through standards, which will break down barriers in key areas of every day life. Beer will evaluate how these accessibility standards are being developed. Through this review, Ontario can make sure accessibility takes place in a way that makes sense for people with disabilities, businesses and organizations. Ontarians will have the opportunity to participate in this review and provide feedback about the act. Beer will also consult with people from the disability, business and public sector communities. He is expected to submit his report in January 2010. QUOTES "Our accessibility legislation is built on a foundation of collaboration and flexibility. We have made a lot of progress over the past four years and we continue to work with our partners to make sure we're on the right track for 2025." - Madeleine Meilleur, Minister of Community and Social Services "I am honoured to have the opportunity to play a role in reviewing Ontario's accessibility legislation. I look forward to consulting with a variety of people across the province to gauge, and ultimately strengthen, the effectiveness of the legislation." - Charles Beer QUICK FACTS - 1.85 million Ontarians have a disability and this number will grow as the baby boomer generation ages. - More than 200 people participated on committees that drafted the accessibility standards. - Accessibility standards are being phased-in to give businesses and organizations time to break down barriers for people with disabilities over planning cycles. LEARN MORE Learn more about the status of the accessibility standards for customer service, transportation, information and communications, employment and the built environment. See how an Ontario municipality is breaking down barriers for its citizens with disabilities. Kevin Cooke, Minister's Office, 416 325-5219 Sandy Mangat, Media Office, 416 212-3262 www.ontario.ca/communitv-news 1 Page 7 of 36 Agenda Item # 5b) - Correspondence dated June 12, 2009, Ministry of Community an... BACKGROUNDER - June 12, 2009 Ministry of Community and Social Services Reviewing the Accessibility for Ontarians with Disabilities Act The Accessibility for Ontarians with Disabilities Act became law on June 13, 2005. Under the act, the Lieutenant Governor must appoint someone to conduct an independent review of the legislation within four years of it coming into force. Charles Beer has been appointed by the province to conduct this independent review, which will take approximately six months to complete. The purpose of this review is to make sure the legislation is effective for people with disabilities, businesses and organizations. Beer will consult with people across the province and then submit a report to the government of Ontario. The report may include recommendations to improve the legislation and a strategy to repeal the Ontarians with Disabilities Act, 2001. Beer's previous professional experience includes: - Minister of Community and Social Services from 1989 to 1990 - President of the Canadian Executive Service Organization from 1998 to 2003 - Principal with Counsel Public Affairs since 2005 THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT Under the act, Ontario is making the province accessible by 2025 through accessibility standards. These standards are the mandatory rules that businesses and organizations will have to follow in: - Customer service - Transportation - Information and communications - Employment - The built environment. Accessibility standards, which will be phased in over time, are developed by people from the business and disability communities. The first standard - for customer service - is now law. Public sector organizations need to comply with the standard by January 1, 2010. Private sector and non-profit organizations need to comply by January 1, 2012. The remaining standards will be finalized in the coming months. For more information on making Ontario accessible, visit www.ontario.ca/AccessON. Kevin Cooke, Minister's Office, 416 325-5219 Sandy Mangat, Media Office, 416 212-3262 www.ontario.ca/communitv-news z Page 8 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, 2009 ACCESSIBILITY PLAN - TOWNSHIP OF ORO-MEDONTE Paae 1 - Title Paae Paae 2 - Table of Contents Paae 3 - Executive Summarv The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is to achieve accessibility with respect to goods, services, facilities, employment, buildings, structures and premises by January 1, 2025. The AODA consists of the following accessibility standards: Customer Service, Information and Communication, Employment, Built Environment, and Transportation. All standards, with the exception of Transportation, apply to the Corporation of the Township of Oro-Medonte (the Township). The Transportation standard will only apply to organizations that are in the business of providing passenger transportation services in the public and private sector. The AODA was developed to assist organizations in both the public and private sector in identifying barriers to accessibility. Even though the AODA received Royal Assent on June 13, 2005 and is now the law, the planning requirements of the Ontarians with Disabilities Act, 2001 (ODA) remain in force until the Act is repealed. Under the ODA, all municipalities have a legal obligation to prepare annual accessibility plans. The ODA specifies that municipalities must consult with people with disabilities in preparing their accessibility plans. Municipalities of 10,000 or more residents are required to establish local accessibility advisory committees, and a majority of their members must be people with disabilities. These municipalities must consult with the committees as they prepare their plans. This document represents an accessibility plan for the 2008-2009 year as prepared by Township staff in consultation with the Township's Accessibility Advisory Committee (AAC). The Accessibility Plan describes the measures the Township has taken in the past, and the measures that the Township will take in the future to identify, remove and prevent barriers to people with disabilities who use the facilities and services of the Township. The Township is required to submit an updated Accessibility Plan to the Ministry of Community and Social Services by September 30th each year and the Council approved plan is posted on the Township's website. The Corporation of the Township of Oro-Medonte is committed to the identification and removal of barriers, as well as the prevention of new barriers, for persons with disabilities in the year ahead. With continued association with the AAC and staff, the Township can improve equal access to the Township's goods and services for people with disabilities. 2009 Accessibility Plan Township of Oro-Medonte Page 1 of 10 Page 9 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, Obiectives of the Accessibilitv Plan - The objectives of the AAP are to: 1) Review previous efforts to identify, remove and prevent barrier to people with disabilities (Recent Initiatives). 2) Describe the process that the Township will use to identify, remove and prevent barriers to people with disabilities in the future. 3) List the facilities, policies, procedures, practices, and services that the Township will review in the coming year to identify barriers to people with disabilities. 4) Account of the measures that the Township will take in the coming year to identify, remove, and prevent barriers to people with disabilities (listed in priority) and in conjunction with the Accessible Customer Service Standard's requirements. 5) Identify the means in which the Township will make the accessibility plan available to the public. MunicioalitNt The Township of Oro-Medonte P.O. Box 100 Oro, ON LOL 2X0 (705) 487-2171 Oro-Medonte is a diverse and beautiful community with a central location in Ontario. A community with a population of 20,031, Oro-Medonte covers a land area of 61,000 hectares, stretching from the westerly border with Barrie, the southerly border with Lake Simcoe, the easterly border with Orillia and Severn Township and the northerly border shared with Tay and also Severn Townships. Oro-Medonte prime location provides residents and visitors alike with the riches of rural life and the convenience of a short drive to Barrie, Orillia and the Greater Toronto Area. Oro-Medonte is accessible by: - Provincial Highways 11, 12 and 400 and County of Simcoe road systems The Lake Simcoe Regional Airport operated by the municipalities of Oro- Medonte, Barrie and Orillia and located in Oro-Medonte The Canadian Pacific Rail line, which passes through the Township of Oro- Medonte as it travels from Toronto to Vancouver. Lake Simcoe, which borders the Township to the South. Oro-Medonte's natural beauty, strategic location and progressive municipal government have made us one of the fastest growing rural, family-oriented municipalities in Ontario. Oro-Medonte has a very large land base and contains within it many settlement areas. These the following is a list of the settlement areas in Oro-Medonte: Craighurst East Oro Edgar Forest Home Guthrie Hawkestone Horseshoe Valley Jarratt Moonstone Oro Station Prices Corners Rugby Shanty Bay Sugar Bush Warminster 2009 Accessibility Plan Township of Oro-Medonte Page 2 of 10 Page 10 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, The Accessibilitv Advisory Committee The AODA commands that municipalities with populations greater than 10,000, including the Township, form an Accessibility Advisory Committee (AAC). The AAC must be made up of at least 51% of persons with disabilities. The committee's role is to develop and prepare an Annual Accessibility Plan (AAP). The Township is required to submit this Accessibility Plan to the Ministry of Community and Social Services, Accessibility Directorate by September 30 of each year. These plans must be made available to the public. Annual Accessibility Plans identify which action the Township used in the past year as well as future plans to identify, remove and prevent barriers confronting people with disabilities. Additionally, the AAC must: a) advise council about the requirements and implementation of accessibility standards and the preparation of accessibility reports and such other matters for which the council may seek its advice; b) review in a timely manner the site plans and drawings described in section 41 of the Planning Act that the committee selects; and c) perform all other functions that are specified in the regulations. 2005, c. 11, s. 29(4). (Source: Accessibility for Ontarians with Disabilities Act, 2005, S.0.2005, c.1 1,s.28). The AODA defines the role of the AAC as to advise Township Council on the requirements and the implementation of the AODA standards and the preparation of the AODA standards reports. The Township will have to file its first accessibility report concerning the Accessible Customer Service Standard in January 2010. Accessibilitv Advisorv Committee Members Councillor Dwight Evans Chairperson (705) 487-2171 Bonnie MacDougall Resident (705) 487-2903 Debbie Ball Resident (705) 327-5303 Glen Taber Resident (705) 835-3351 Shirley Paterson (Dmytruk) Resident (705) 326-3374 Shawn Binns (Director, Recreation and Community Services) (705) 487-2171 Barriers A "barrier" is anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, and architectural barrier, an informational or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice. An example of each type of barrier is shown below: Barrier Type Example Physical A door knob that cannot be operated by a person with limited upper-body mobility and strength. Architectural A hallway or door that is too narrow for a wheelchair or scooter. 2009 Accessibility Plan Township of Oro-Medonte Page 3 of 10 Page 11 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, Informational Typefaces (fonts) that are too small to be read by a person with low vision. Communicational A website that is not accessible to people who are blind. A person who talks loudly when addressing a person who is deaf. Attitudinal A receptionist who ignores a customer in a wheelchair. Technological A paper tray on a laser printer that requires two strong hands to open. Policy/Practice A practice of announcing important messages over an intercom that people with hearing impairments cannot hear clearly. Customer Service Standard The Accessible Customer Service Standard regulations were approved by the Lieutenant- Governor and came into force on January 1, 2008. The Accessibility Standards for Customer Service, Ontario Regulation 429/07 requires that the Township establish policies, procedures and practices on the provision of goods and services to people with disabilities. Additionally, all staff (including volunteers and other third parties who work on behalf of the Township) must have mandatory customer service training about the provision of the Township's goods and/or services to persons with disabilities. Every person who participates in the development of the Township's policies, practices and procedures governing the provision of goods or services to members of the public or other third parties must receive customer service training as well. The following is a summary of the fourteen (14) requirements of the Accessible Customer Service Standard for the Township (Source: Accessible Customer Service Standard, Ontario Regulation 429/07, p. 12 - 13): The following requirements of the customer service standard apply to all providers that are covered by the standard. If you are a provider, you must: 1. Establish policies, practices and procedures on providing goods or services to people with disabilities. 2. Set a policy on allowing people to use their own personal assistive devices to access goods and services and about any other measures the Township offers (assistive devices, services, or methods) to enable them to access your goods and use your services. 3. Use reasonable efforts to ensure that policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity. 4. Communicate with a person with a disability in a manner that takes into account his or her disability. 5. Train staff, volunteers, contractors and any other people who interact with the public or other third parties on your behalf on a number of topics as outlined in the customer service standard. 6. Train staff, volunteers, contractors and any other people who are involved in developing your policies, practices and procedures on the provision of goods or services on a number of topics as outlined in the customer service standard. 7. Allow people with disabilities to be accompanied by their guide dog or service animal in those areas of the premises you own or operate that are open to the public, unless the animal is excluded by another law. If a service animal is excluded by law, use other measures to provide services to the person with a disability. 2009 Accessibility Plan Township of Oro-Medonte Page 4 of 10 Page 12 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, B. Permit people with disabilities who use a support person to bring that person with them while accessing goods or services in premises open to the public or third parties. 9. Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability. 10. Provide notice when facilities or services that people with disabilities rely on to access or use your goods or services are temporarily disrupted. 11. Establish a process for people to provide feedback on how you provide goods or services to people with disabilities and how you will respond to any feedback and take action on any complaints. Make the information about your feedback process readily available to the public. Public Sector organizations must also: Document in writing all policies, practices and procedures for providing accessible customer service and meet other document requirements set out in the standard. Notify customers that documents required under the customer service standard are available upon request. When giving documents required under the customer service standard to a person with a disability, provide the information in a format that takes into account the person's disability. The Township must be in compliance with the Accessible Customer Service Regulations by or before January 1, 2010. Other Standards Reauired By the AODA Information and Communication: The Information and Communication Standard includes information processing and communication and could include publications such as brochures, ads, reports, software applications and web sites. Currently, the Information and Communication Standards Development Committee (IC-SDC) are reviewing the initial proposed Information and Communication Standard. This standard is estimated to be legislated by the summer of 2009. Built Environment: The Built Environment Standard will address all elements of the built environment in both indoor and outdoor spaces including access, egress, circulation, parking, signage, and security. This standard is in the process of being developed and is estimated to be legislated by late 2009. Employment: The Employment Standard will address accessibility issues regarding the hiring and retaining of employees such as employment practices, policies and processes that exclude people with disabilities from getting and maintaining employment. Barriers include: interview practices, inaccessible workstations and workplace practices, policies and training. The Employment Standard is in the process of being developed and is estimated to be legislated by late 2009. Transoortation: The Transportation Standard is a sector-specific standard. This standard will apply only to organizations that are in the business of providing passenger transportation services in the public and private sector, e.g. fixed route and public transit services, taxi services and school 2009 Accessibility Plan Township of Oro-Medonte Page 5 of 10 Page 13 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, transportation. This standard is in the process of being developed and is estimated to be legislated by the summer of 2009. The standards will be created for the purpose of identifying, removing and preventing barriers to persons with disabilities. Persons with disabilities and representatives of government, industries and sectors of the economy will be involved in the development of standards. The development of accessibility standards and adherence to them will be in stages. Unlike the ODA requirements, the AODA Standards will apply to public, broader public and private sectors of Ontario. As the Township is a government organization, it is required to file accessibility reports to the province, based on the requirements of each standard. Barrier Identification Methodoloav - In 2009 AECOM Canada Architects Ltd. conducted building condition audits on the Oro-Medonte Community Arena and the eight municipally owned community halls. The audits which formed part of the Strategic Facility Plan reviewed the facilities and provided recommendations, cost estimates and phasing for enhanced accessibility to these facilities. The recommendations coupled with the facility assessments conducted by the AAC in 2008 plan and recommendations for policies have been compiled to provide prioritization (Schedule 1). Priority A - Immediate Priority B - 1 - 2 Years Priority C - 3 - 5 Years Recent Initiatives • Township Offices - Fully Accessible Customer Area, Accessible Washrooms • 5 staff trained as Accessibility Customer Service training facilitators • Completion of building condition audits which provided accessibility recommendations on Township Community Halls and Oro-Medonte Community Arena and development of the Draft Strategic Facility Plan • Customer Service Survey conducted throughout the Township to determine levels of service and identify and service barriers • Development of fully accessible playground concept and recreation area for Buffalo Springs Development in partnership with developer • Introduction of revised policies and procedures for inclusion in Recreation programs and Summer Camps, associated staff training • Accessibility Customer Service draft policies and procedure developed • Establishment of Accessibility reserve fund to assist in funding facility accessibility upgrades • Accessibility Advisory Committee participation in a number of workshops and training confirm?? Council Commitment to Accessibilitv Plannina People with disabilities represent a significant and growing part of our population. According to Statistics Canada, 1.85 million people in Ontario have disabilities which represents 15.5% of Ontario's population. Disability tends to increase with age. In two decades it is estimated that 20% of the population with have disabilities. Enhancing the ability of people with disabilities to live independently and contribute to the community will have positive effects on the future prosperity in Ontario. 2009 Accessibility Plan Township of Oro-Medonte Page 6 of 10 Page 14 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, Improving accessibility is a shared responsibility. The ODA and the AODA require that the provincial and municipal governments and key public sector organizations review their policies, programs and services through the development of annual accessibility plans. Municipal government play a crucial role in the planning and development of our communities: in their streets, parks, public transit, libraries, social housing, ambulance services, public buildings and elections. Responsibilities, which include enforcing the barrier-free access requirements of the Ontario Building Code and implementing key accessibility considerations under the ODA and AODA, are crucial to realizing a vision of local communities that improve accessibility and mobility for their residents. The ODA and AODA builds on relationships and practices which currently exist among councilors, planners, builders and community groups to make municipalities more accessible to people with disabilities. The new legislative requirements set out standards that all organizations in the private and public sector, including the Township of Oro-Medonte, must follow to ensure that existing barriers for people with disabilities are removed over time and that no new barriers are created. Improving accessibility is a shared responsibility and the Township of Oro-Medonte wishes to demonstrate leadership in working with people with disabilities to create innovative approaches and solutions for an accessible community. Council appointed an Accessibility Advisory Committee to commence work on an Accessibility Plan for the Township of Oro-Medonte. Consultation Activities Input on this plan has been received from municipal staff and the members of the Accessibility Advisory Committee (AAC) Review and Monitorina Process Following the approval of the Accessibility Plan, staff will monitor the progress on the actions required in the plan, and will be reviewed as a reoccurring agenda item for the AAC. Minutes from the AAC are forwarded to Council, for review The plan will be updated on an annual basis, in consultation with the AAC and presented to Council for approval. Communication of the Plan Copies of this plan will be made available upon request from the Township office and on the Township website at www.oro-medonte.ca. Should a Braille copy be requested, the CNIB will be contacted to determine if the plan can be translated. As an alternative, an audio copy may be made available. Notice will also be placed in the Recreation and Community Brochure Seasonally on the availability of this plan. Key contact for this plan: Shawn Binns Director, Recreation and Community Services 148 Line 7 South Oro, On LOL 2X0 (705)487-2171 sbinns@oro-medonte.ca 2009 Accessibility Plan Township of Oro-Medonte Page 7 of 10 Page 15 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, SCHEDULE "1" 2009 ACCESSIBILITY PLAN - TOWNSHIP OF ORO-MEDONTE Recommendation POLICIES Accessible Customer Service Training provided to staff and volunteers Accessible Customer Service policies prepared, implemented, and incorporated into traininq Employment Standard Built Environment Standard Development Standards Review Develop facility accessibility audit checklist Information and Communication standard Oro-Medonte Community Arena Include enhanced signage for designated parking spaces and access to elevator Barrier Free Dressing Room Review "New" Facility conceptual plan for appropriate layout 2009 Accessibility Plan Township of Oro-Medonte Priority Notes A A B Review and revise policies in accordance with legislation once approved B Review and revise policies in accordance with legislation once approved B Review and revise standards in conjunction with built environment B Upon Development Standards Completion B Review and revise policies in accordance with legislation once approved A C Review based on facility Plan and whether or not a new facility be constructed A To be done by AAC Page 8 of 10 Page 16 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, Incorporate Built Env. Standards in further detailed design of a new facility if this direction is taken Hawkestone Hall Designate parking area and provide siqnaqe Paint nosings on stairs Provide Exterior Lighting Lower Mirrors in bathrooms Barrier free power operator on front door B AAC and Design Team Jarratt Hall Designate parking area and provide signage Eliminate drop between kitchen area and concrete floor Include Modifications to ramp to Meet current OBC and provide a power door operator Improve transitions to ramp Washrooms - Lower counters and change hardware Eady Community Hall Designate parking spaces and provide siqnaqe Modify Ramp to meet current OBC Include Ramp to stage Modify counters and cabinetry In basement Power operator installed on front door Old Town Hall Designate parking spaces and provide siqnaqe Include signage indicating ramp At rear of facility Modify Ramp to comply to Current OBC and add power operator Edgar Community Hall Designate parking spaces and provide siqnaqe Provide hard surface from stalls To ramp Enhance bathroom to be accessible 2009 Accessibility Plan Township of Oro-Medonte A IA IA IA B A B C IA B I A C C C C I A A C I A C C I I Complete Review based on degree of facility use. Complete Complete Pending degree of Facility use Pending degree of Facility use Pending degree of facility use Pending degree of Facility use Pending degree of Facility use Page 9 of 10 Page 17 of 36 Agenda Item # 5c) - Shawn Binns, Director of Recreation and Community Services, Include power operator to exterior C Pending degree of door Facility use Carley Community Hall Exterior ramp and power C Pending degree of operator installed Facility use Replace two bathroom stalls C Pending degree of with accessible bathroom Facility use review heritage designation Craighurst Community Hall Provide a barrier free portable B Water dispensing system In the washroom for hand washinq Provide modifications to ramp C Pending facility use And install power operator Oro-Medonte Administration Office Re-paint designated stalls and provide B Siqnaqe Provide for accessible curbing at rear of B Facility Lower Counters for Accessible Service A Completed Increase widths of washroom entrances A Completed Lower counters and hardware in bathrooms B Include power door operator on bathrooms A Completed 2009 Accessibility Plan Township of Oro-Medonte Page 10 of 10 Page 18 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility Tol~nsI of Proud Heritage, Exciting Future Department/Section All Subject Accessibility Standards for Customer Service 1. BACKGROUND Accessibility Standards for Customer Service Policy and Procedures for POL-DEPT-NUMBER Enacted by Council: Meeting Date Motion # C- The Accessibility for Ontarians with Disabilities Act, 2005 ("AODA") was passed with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for all persons with disabilities with respect to goods, services, facilities, accommodations, employment, buildings structures and premises. Ontario Regulation 429/07 entitled "Accessibility Standards for Customer Service" (Ontario Regulation 429/07) came into force on January 1, 2008. It establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public or third parties. 2. DEFINITIONS "Assistive Device" shall mean a device used to assist persons with disabilities in carrying out activities or in accessing goods and services provided by the Township of Oro-Medonte. "Disability" shall mean: (a) 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 co-ordination, 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; (b) a condition of mental impairment or a developmental disability; (c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language; (d) a mental disorder; or (e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act. Page 1 of 12 Page 19 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility "Employees" shall mean every person who deals with members of the public or other third parties on behalf of the Township of Oro-Medonte, whether the person does so as an employee, agent, volunteer or otherwise. "Nurse" shall mean a Registered Nurse or Registered Practical Nurse who is a registered member in good standing with the College of Nurses of Ontario. "Persons with Disability" shall mean those individuals that are afflicted with a disability as defined under the Ontario Human Rights Code. "Physician" shall mean a physician who is a registered member in good standing with the College of Physicians and Surgeons of Ontario. "Service Animal" shall mean any animal used by a person with a disability for reasons relating to the disability where it is readily apparent that the animal is used by the person for reasons relating to the disability; or where the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability; or a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized service animal training school. "Support Person" shall mean a person who accompanies a person with a disability in order to assist the person with communication, mobility, personal care, medical needs or with access to goods and services. "Township" shall mean the Corporation of the Township of Oro-Medonte. 3. STATEMENT The Township of Oro-Medonte shall use reasonable efforts to ensure that its policies and procedures are consistent with the following principles: • The goods and services will be provided in a manner that respects the dignity and independence of persons with disabilities; • The provision of goods and services to persons with disabilities, and others, will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services; • Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods and services; • Persons with disabilities may use assistive devices and/or support persons in the access of goods and services; • Communication with a person with a disability shall be done in a manner that takes into account the person's disability. This policy and applicable procedures applies to all persons who deal with members of the public, including third parties on behalf of the Township of Oro-Medonte, whether the person does so as an employee, member of Council, Committee or Advisory Group, agent, volunteer, student on placement, or otherwise, and all persons who participate in the provision of goods and services to members of the public or other third parties. Page 2 of 12 Page 20 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility When communicating with a person with a disability, employees shall take the person's disability into account. The Township shall follow four core principles: • Dignity; • Independence; • Integration; and • Equal opportunity. What can employees do to help persons with disabilities access our services? • Ask how you can help; • Offer a variety of methods of communication and how to interact with persons with disabilities; and • Understand the nature and scope of the service offered. What types of assistive devices are available to people with disabilities at our facilities? • Wheelchair ramps; • Wheelchair accessible washrooms, change rooms (including showers); • Amplifying systems, microphones, headphones; • Magnifying devices; • A list of types will be maintained and reviewed periodically, and attached to this Policy as Appendix "A". 4. COMMUNICATION 4.1 Communicatina with Persons with Disabilities • When communicating with a person with a disability, employees shall do so in a manner that takes into account the person's disability; • Should the Township be requested to provide a person with a disability a public document or information related to Ontario Regulation 429/07, the Township will take into consideration the communication needs of the person with the disability and provide the document or information in a format that is agreed upon by the person with the disability; • In-house printed material and publications produced on behalf of the Township related to Ontario Regulation 429/07 may contain a note indicating "alternative formats are available upon request" and include relevant contact information and where possible, adhere to the CNIB's Clear Print Standards; • If one form or method of communication cannot be used by a person with a disability, the Township will do their best to provide another form or method, or a combination. Practices and Procedures - In person • Treat people with disabilities with the same respect and consideration you have for everyone else; • Patience, and a willingness to find a way to communicate are your best tools; • Smile, relax, and keep in mind that people with disabilities are just people; • Don't make assumptions about what type of disability or disabilities a person has; • Some disabilities are not visible, take the time to get to know your customers' needs; Page 3 of 12 Page 21 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Be patient, people with some kinds of disabilities may take a little longer to understand and respond; • If you're not sure what to do, ask the person "May I help you?"; • If you can't understand what someone is saying, just politely ask again; • Ask before you offer to help. Persons with disabilities know if they need help and how you can provide it; • Find a good way to communicate, a good start is to listen carefully; • Look at your customer, but don't stare; • Speak directly to a person with a disability, not to their interpreter or someone who is with them; • Use plain language and speak in short sentences; • Don't touch or address service animals as they are working and have to pay attention at all times; Ask permission before touching a wheelchair or a piece of equipment; Make sure you know the emergency procedures for customers with disabilities. Practices and Procedures - Over the telephone • Speak clearly and directly; • Don't worry about how their voice sounds, concentrate on what's being said; • Be patient, don't interrupt and don't finish the person's sentences. Give the person time to explain him/herself; • If you don't understand, just ask again; • If you're not certain what was said, just repeat or rephrase what you've heard; • If a the person is using an interpreter or a TTY line, speak to the person, not to the interpreter; • If the person has great difficulty communicating, make arrangements to call back when it's convenient to speak with someone else. 5. TYPES OF DISABILITIES Below are a few types of disabilities and in no way excludes other types of disabilities. 5.1 Phvsical Disabilities Physical disabilities include a range of functional limitations in moving or coordinating one or more parts of the body (i.e. muscle weakness, tremors, paralysis, Muscular Dystrophy, tendonitis, etc.). A physical disability may affect an individual's ability to: • Perform manual tasks such as holding a pen, turning a key or gripping a door knob; • Move around independently; • Walk for long distances; • Sit or stand for extended periods of time; • Control the speed or coordination of movements; • Coordination and balance; • Manipulate objects; and/or • Have strength or endurance. Practices and Procedures • Speak directly to the person, not to their support person; • Ask if they require assistance as people with disabilities often have their own way of doing things; Page 4of12 Page 22 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Do not touch, lean on or interfere with their assistive equipment as this is part of their personal space; • Provide information about accessible features of the facility (i.e. accessible washrooms and sitting areas); • Keep ramps and corridors free of clutter; • Make yourself available to them (i.e. if counter is too high then step around it); • Don't leave the person in an awkward, dangerous or undignified position or place; • Provide seating for those who have difficulty standing for periods of time; and/or • Be patient and ask a coworker for assistance if you require it. 5.2 Deaf. Deafened and Hard of Hearinq Hearing loss may cause problems in distinguishing certain frequencies, sounds or words. A person who is deaf, deafened or hard of hearing may be unable to: • Maintain conversations over the telephone; • Understand speech in noisy environments; and/or • Pronounce words clearly enough to be understood. Practices and Procedures • Attract the person's attention before speaking (i.e. gentle touch on the shoulder or a gentle wave); • Always ask how you can help in a clear voice; • Don't shout; • Be clear and precise when giving instructions, and repeat or rephrase if necessary; • Ask if you've been understood; • Face the person and keep your hands and other objects away from your face and mouth; • If the person is using sign language or an interpreter, give the person who is deaf your attention and not the interpreter; • If the person uses a hearing aid, try to have the conversation in an area where there are fewer competing noises; • If necessary, write notes or provide them with preprinted information; and/or • Be patient and ask a coworker for assistance if you require it. 5.3 Vision Disabilities Vision disabilities can include loss of peripheral (side) vision, lack of central vision therefore the person cannot see straight, tunnel vision where a person can only see straight ahead, some people can see the outline of objects while others can see the direction of light, and some people are completely blind. Vision loss may result in: • Difficulty reading or seeing faces; • Difficulty maneuvering in unfamiliar places; • May restrict a person's ability to read signs, locate landmarks or see hazards; • Inability to differentiate colours or distances; • A narrow field of vision; • The need for bright light, or contrast; and/or • Night blindness. Practices and Procedures Page 5 of 12 Page 23 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Don't assume the person can't see you; • Identify yourself before making physical contact; • Don't touch the service animal as it is working; • Provide a verbal description of the setting, form, or location if necessary; • Offer your arm to guide the person. If they accept inform them when you begin to walk, walk slowly and identify landmarks; • Speak precise, clearly and directly to the person; • Don't touch the person without asking permission unless it's an emergency; • Provide documents in large print or with help of a magnifier; • Don't leave the person unattended in the middle of a room. Show them to a chair or comfortable and safe area before walking away; • Don't walk away without saying good-bye; and/or • Be patient and ask a coworker for assistance if you require it. 5.4 Deaf-Blindness Disabilities Deaf-blindness is a combination of hearing and vision loss. A person with this disability may utilize sign language systems, Braille, telephone devices, communication boards or a combination these. Many people who are deaf-blind use the services of an Intervener who relays the information to the person with the disability. Deaf-blindness may result in great difficulty to: • Access goods and services; • Communicate; • Learn or comprehend; and/or • Orientation and mobility. Practices and Procedures • Don't assume the person can't see you or hear you; • Don't assume what the person can or can't do; • The person who is deaf-blind may explain to you how to communicate with them or give you an assistance card or note explaining how to communicate with them; • Identify yourself before making physical contact; • Don't touch the service animal as it is working; • Provide a verbal description of the setting, form, or location if necessary; • Offer your arm to guide the person. If they accept inform them when you begin to walk, walk slowly and identify landmarks; • Speak precise, clearly and directly to the person; • Don't touch the person without asking permission unless it's an emergency; • Provide documents in large print or with help of a magnifier; • Don't leave the person unattended in the middle of a room. Show them to a chair or comfortable and safe area before walking away; • Don't walk away without saying good-bye; and/or • Be patient and ask a coworker for assistance if you require it. 5.5 Speech Disabilities Speech disabilities involve the partial or total loss of the ability to speak, and includes difficulty with: • Pronunciation; Page 6 of 12 Page 24 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Pitch and loudness; • Hoarseness or breathiness; and/or • Stuttering or slurring. Practices and Procedures • Try to have the conversation in an area where there are fewer competing noises; • Don't interrupt or finish their sentences, give them the time they need to get their point across; • Ask them to repeat only if necessary or to write notes; • Phrase your questions so that they can be answered with a `yes' or `no'; • Ask if you've been understood; and/or • Be patient and ask a coworker for assistance if you require it. 5.6 Intellectual or Developmental Disabilities Intellectual disabilities affect a person's ability to think and reason and the person may have difficulty with: • Understanding verbal or written information; • Conceptual information; • Perception of sensory information; and/or • Memory. Practices and Procedures • Don't assume what a person can and cannot do; • Use clear, simple language; • Ask if they understand; • Make sure you understand what they are asking for and if you don't, ask them again; • Provide one piece of information at a time; • Be prepared to explain and provide examples regarding information; • Remember that the person is an adult and unless you are advised otherwise, can make their own decisions; • Provide the information in various forms (i.e. verbal, written, drawings); • Speak directly to the person; and/or • Be patient and ask a coworker for assistance if you require it. 5.7 Learnina Disabilities Learning disabilities include a range of disorders that affect the how a person receives, expresses or processes information and can result in difficulty with: • Reading, mathematical skills, writing and/or fine motor skills; • Problem solving; • Time management; • Orientation and following directions; and/or • Processing information. Practices and Procedures • Ask if you can provide assistance with tasks required (i.e. filling out forms); • Don't assume what a person can and cannot do; Page 7 of 12 Page 25 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Use clear, simple language; • Give them the time they need to get their point across; • Ask if they understand; • Make sure you understand what they are asking for and if you don't, ask them again; • Provide one piece of information at a time; • Be prepared to explain and provide examples regarding information; • Remember that the person is an adult and unless you are advised otherwise, can make their own decisions; • Provide the information in various forms (i.e. verbal, written, drawings); • Speak directly to the person; and/or • Be patient and ask a coworker for assistance if you require it. 5.8 Mental Health Disabilities Mental health disabilities include a range of disorders; however there are three main types: anxiety, mood and behavioral. People with mental health disabilities may appear: • Irritated; • Aggressive; • Abrupt; • Indecisive; and/or • Spontaneous laughter or anger. Practices and Procedures • Treat each person as an individual; • Ask what would make him/her the most comfortable; • Respect his/her needs to the maximum extent possible; • Be confident and reassuring; • Stay calm and courteous even if the customer exhibits unusual behaviour; • Don't take things personally; and/or • Be patient and ask a coworker for assistance if you require it. 5.9 Smell Disabilities Smell disabilities may involve the inability to sense smell or a hypersensitivity to smells. The person may have allergies to certain odours, scents or chemicals or may be unable to identify dangerous gasses, smoke, fumes or spoiled foods. 5.10 Touch Disabilities Touch disabilities may affect a person's ability to sense texture, temperature, vibration or pressure. Touch sensations may be reduced or heightened resulting in a hypersensitivity to touch, temperature, sensations, or the opposite, numbness. 5.11 Taste Disabilities Taste disabilities may limit the experience of the four primary taste sensations: sweet, bitter, salty or sour. A person with a taste disability may be unable to identify spoiled food or noxious substances. Page 8 of 12 Page 26 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility 6. ASSISTIVE DEVICES A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from the Township's goods and services. Situations where the Township had identified the assistive device to be a health and safety risk to either the of the person with the disability or others on the premises, the Township will make every reasonable effort to provide other means of assistance in order for the person with the disability to obtain, use or benefit from the goods and services. At all times, it is the responsibility of the person with the disability to be in care and control of the assistive device. Practices and Procedures • Where Township devices are available, appropriate employees within the applicable area will be knowledgeable of the presence and trained in the use of the assistive devices and provide assistance to persons with disabilities upon request; • Ensure that a person with a disability is permitted to enter the premises with the device and to use the device to access goods and services; • Ensure that persons with disabilities are aware of assistive devices available on the Township's premises; • Offer an assistive device in a manner that respects the person's dignity and independence; • Do not lean or reach over an assistive device; • Where possible, remove potential barriers to the use of assistive devices; • A list of all devices available will be maintained and reviewed from time to time, and attached to this Policy as Appendix "A". 7. SERVICE ANIMALS Persons with a disability may enter Township owned or operated premises accompanied by a service animal provided that the animal is not prohibited by law (i.e. banned by Provincial or Federal Legislation) or excluded by law (i.e. where food is prepared). In the event that the animal is prohibited, the Township will make every reasonable effort to provide other means of assistance in order for the person with the disability to obtain, use or benefit from the goods and services. If it is not readily apparent that the animal is a service animal, the Township may ask for a letter signed by a nurse, physician or the Attorney General of Canada, or a certificate of training from a recognized service animal training school. At all times, it is the responsibility of the person with the disability to be in care and control of the service animal. Practices and Procedures Every employee shall use reasonable efforts to allow persons with disabilities to be accompanied by their service animals; When the service animal is unruly or disruptive (i.e. jumping, biting, growling or other harmful or potentially harmful behavior), an employee may ask the person with the disability to remove the animal from the area or refuse to provide goods or services. Other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with the disability; Employees will not touch, handle, feed or speak to the service animal; Page 9 of 12 Page 27 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Where a service animal is excluded by law from the premises, the reason why the animal is excluded shall be explained to the person with the disability. 8. SUPPORT PERSONS Persons with disabilities may enter premises owned or operated by the Township with a support person and have access to the support person while on the premises. The Township may require a person with a disability to be accompanied by a support person where it is necessary to protect the health or safety of the person with the disability or others on the premises. Practices and Procedures • The support person may be permitted to attend at no charge where admission fees are applicable. If an amount is payable by a support person for admission to the premises or in connection with a person's presence at the premises, notice shall be given in advance, and attached to this Policy as Appendix "B"; • Employees will communicate directly with the person with the disability and not the support person unless otherwise instructed; • Confidential information (i.e. tax information, personal information) that is discussed in the presence of a support person will be identified as such prior to the information being released, and the person with the disability will determine if the information can be released in the presence of the support person; • If the confidential information to be discussed is of such great importance, the support person may be required to sign a confidentiality agreement, which is attached to this Policy as Appendix "C". 9. NOTICE OF DISRUPTIONS IN SERVICES AND FACILITIES In the event of a planned or unforeseen disruption of any services or facilities provided by the Township, the Township will make all reasonable efforts to provide notice of the disruption to the public. The notice may include the reason for the disruption, its anticipated duration, description of any alternative facility or service and any other available information. Practices and Procedures The notice will be posted on the Township's website at www.oro-medonte.ca, on any reasonably visible locations, noted on the Township's main voice message, any appropriate voice mail and in any other manner deemed necessary, as soon as reasonably possible, and attached to this Policy as Appendix "D"; The Township will appoint a person and a back-up person to be responsible for posting and maintaining the notice of service disruption. 10. FEEDBACK/ COMPLAINTS The Township will invite and welcome any feedback or complaints and view it as an opportunity to learn and improve. Practices and Procedures • The Feedback / Complaint Form, attached to this Policy as Appendix "E", will be posted on the Township's website at www.oro-medonte.ca, or provided upon request in a manner that takes into account the person's disability; Page 10 of 12 Page 28 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility • Feedback or complaints from members of the public shall be received by the Office of the Chief Administrative Officer in any communicative form appropriate for the person providing feedback or complaint; • Any responses will be coordinated appropriately per the direction of the Chief Administrative Officer in a timely manner; • Feedback or complaint will be reviewed by the appropriate employees to ensure that all appropriate and available measures will be undertaken by the Township in the provision of goods and services to persons with disabilities; • Feedback or complaint will be considered highly confidential to ensure the protection of personal information; • If feedback or complaint is received verbally, the employee shall produce the feedback or complaint in a written format and repeat the information to the person providing the feedback or complaint to ensure accuracy. 11. TRAINING The Township will ensure that all persons to whom this policy applies receives training as required by Ontario Regulation 429/07 "Accessibility Standards for Customer Service", as soon as reasonably practicable, and reviewed when any amendments are made to the Township's policy and procedures. Practices and Procedures • The amount or format of training will be tailored to suit each person's interactions with the public on behalf of the Township. The content of the training will include, but not limited to: • a review of the purpose of the AODA; • the Ontario Regulation 429/07 entitled "Accessibility Standards for Customer Service"; • a review of the Township's policy and procedures related to the provision of goods and services to persons with disabilities and how to interact and communicate with persons with disabilities; • the various methods and information about assistive devices and services provided by the Township to help with the provision of goods and services. • Attendance and training provided will be documented as per the practices and procedures of the Human Resources Department. 12. AVAILABILITY OF DOCUMENTS The Township shall provide notice that upon request it will provide a copy of all documents required by Ontario Regulation 429/07 entitled "Accessibility Standards for Customer Service", including all related Township policies and procedures. Practices and Procedures • A notice of availability of the documents will be posted on the Township's website; • Requests for documents will be received by the Office of the Chief Administrative Officer, attached to this Policy as Appendix "F"; • Documents will be made available subject to the Municipal Freedom of Information and Protection of Privacy Act, • Documents will be provided in a format as requested; Page 11 of 12 Page 29 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility The timeframe attached to the conversion process will vary depending on the media chosen, the size, the complexity and quantity of documents to be converted; Conversion shall be processed in-house whenever possible; Costs of the document shall be as per the Township's Fees and Charges By-law, and all additional costs incurred due to the conversion will be absorbed by the Office of the Chief Administrative Officer. 13. EXCLUSIONS The Accessibility Standards for Customer Service Policy shall not apply during any period where Council has declared a "State of Emergency" as defined under the Emergency Management Act. 14. NON-COMPLIANCE Failure to comply with this policy and applicable procedures will result in disciplinary action up to and including dismissal. 15. REVIEW AND AMENDMENTS The Accessibility Advisory Committee shall be responsible for the review process and any subsequent amendments to this policy document. Review and amendments shall take place within the first quarter of every year, or as reasonably possible. It is the responsibility of all employees of the Township of Oro-Medonte to ensure that they are aware of this policy by completing POL-HR-01-Form 1. Page 12 of 12 Page 30 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX "A" _ Q T wnship of Pwjid Heritage, Exciting Future TOWNSHIP FACILITY AVAILABLE ASSISTIVE DEVICES Location Administrative Office 148 Line 7 S -148 Line 7scut1i,Box 100 Oro, Ontario LOL 2X0 Devices • Magnifiers at front counters • Audio playback for meetings - available on website www.oro-medonte.ca • Voice Amplifiers in Council Chambers P: (705) 487-2171- www.©r©-medonte.Ca F: (7015} 487-0133 Page 31 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX "B" _ Q T(Wnship of Proud Heritage, Exciting Future NOTICE OF ADMISSION FEES Admission fee shall be charged to a "support person" accompanying persons with disabilities. The cost will be $ DEFINITIONS: ■ "Persons with Disabilities" shall mean those individuals that have a disability as defined under the Ontario Human Rights Code. ■ "Support persons" shall mean any person whether a paid professional, volunteer, family member, friend who accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to goods or services. -148 Line: 7soutli,Box 100 P: (705) 487-2171 www.©r©-medontexa Oro, Ontario LOL 2XO F: (7015} 487-0133 Page 32 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX "C" Proud Heritage, Exciting Future CONFIDENTIALITY AGREEMENT FOR SUPPORT PERSON as a support person for I HEREBY ACKNOWLEDGE AND UNDERSTAND the following: THAT the Municipal Freedom of Information and Protection of Privacy Act requires administrative, technical and physical safeguards to ensure the security and confidentiality of records and personal information under the control of the Corporation of the Township of Oro-Medonte. THAT Ontario Regulation 823 requires the Township of Oro-Medonte to take reasonable precautions to ensure the security of personal information and confidential records in its possession. ACKNOWLEDGE AND UNDERSTAND THAT in my role as a support person, I may have access to and may be privy to records containing confidential information and/or personal information about the person I am supporting. HEREBY AGREE to obtain and use such confidential information solely for the use and purposes for which I was given such access by the person whom I am supporting, to hold such information confidential and, except as may be legally required, will not disclose or release it to any person at any time without proper consent or authorization. FURTHER AGREE to take appropriate security measures to prevent unauthorized access to confidential records and personal information which may come into my care and control. Support Persons' Signature Declared before me In the Township of Oro-Medonte, In the County of Simcoe This day of 200 Commissioner of Oaths, etc. -148 Line 7scutli,Box 100 P: (705) 487-2171 Oro, Ontario LOL 2X0 F: (705} 487-0133 Date www.oro-medontexa Page 33 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX "D" _ Q T wnship of Projid Heritage, Exciting Future NOTICE OF SERVICE DISRUPTION There (is currently an unexpected / will be a scheduled) service disruption at the The disruption will be from until This disruption includes: The following alternate service/facility is available: On behalf of the Corporation of the Township of Oro-Medonte, we would like to thank you for your patience and cooperation in this matter. For questions or additional information contact: 148 Line: 7soutli, Box 100 P: (705) 487-2171 WWW.Q1©-medontexa Ores, Ontario LOL 2X0 F: (705) 487-0133 Page 34 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX "E" _ Q T wnship of Projid Heritage, Exciting Future CUSTOMER FEEDBACK FORM Thank you for visiting the Corporation of the Township of Oro-Medonte. We value all of our customers and strive to meet everyone's needs. Your feedback is important to us. By answering the following questions you will help our organization to better assist you. 1 Date and time of your visit: 2 Did we respond to your customer services ❑ Yes ❑ No needs today? 3 Was our customer service provided to you in an accessible manner? ❑ Yes ❑ Somewhat ❑ No (please explain below) 4 Did you encounter any problems in accessing our good and services? Please add any other comments you may have: Contact information (optional): Thank you, Management -148 Line 7scutli,Box 100 P: (705) 487-2171 Oro, Ontario LOL 2X0 F: (705) 457-0133 ❑ Yes (please explain below) ❑ Somewhat (please explain below) ❑ No www.oro-medontexa Page 35 of 36 Agenda Item # 5d) - Marie Brissette, Committee Coordinator, Draft Accessibility APPENDIX 'T" f Proud Hea,itage, Exciting Future REQUEST FORM DOCUMENTATION IN ALTERNATE FORMAT Name of Document Format Requested: (e.g. Braille, html, text, etc. - include any specific technical needs) Additional information regarding the request or document (i.e. time factors such as a set public consultation period) Thank you for your interest in the Corporation of the Township of Oro-Medonte. Return this form to: Personal information on this form is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act. It will only be used to provide a document or information produced by the Township of Oro-Medonte as requested. Costs of the document shall be as per the Township's Fees and Charges By-law, and all additional costs incurred due to the conversion will be absorbed by the Office of the Chief Administrative Officer. The timeframe attached to the conversion process will vary depending on the media chosen, the size, the complexity and quantity of documents to be converted. For questions or additional information contact the Chief Administration Office, Township of Oro-Medonte, 148 Line 7 S, Box 100, Oro, Ontario LOL 2X0.. Internal Use - To Be Completed by Chief Administrative Office: Date Received: Document's Originating Date Completed: Cost: Department/Contact: 148 Line 7south, Box 100 P: (705) 487-2171 www.©ro-medontexa faro, Ontario LOL 2X0 F: (705) 487-0133 Page 36 of 36