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01 26 2012 RTSG AgendaTOWNSHIP OF ORO RECREATION TECHNICAL SUPPORT GROUP  COUNCIL CHAMBERS Thursday, January 26, 2012 7:00 p.m.  Page 1.ADOPTION OF AGENDA: a)Motion to Adopt the Agenda. 2.DISCLOSURE OF PECUNIARY INTEREST: 3.ADOPTION OF MINUTES OF PREVIOUS MEETING: 2-5 a) November 24, 2011. 4.DEPUTATIONS: 5.COMMUNICATIONS: 6 a)Shawn Binns, Director of Recreation and Community Services, re: b) Medonte History Association. 7 d) e)Tim Crawford, re: Update on War of 1812 Bi 8-25 Marie Brissette, re: Accessible Customer Service Training. 6.ROUNDTABLE DISCUSSION: 7.NEXT MEETING DATE: 8.ADJOURNMENT: a) Page 1 of 25 3a) THE TWNSHIPOF ORO-EDONTE OOMM RCREATIN TECHNICAL EEOO SUPPORRT GROUPP MEETINGG MINUTESS CouncilChamberss Thursdaay, Novemmber 24, 2011Timme: 7:00 p..m. Presentt: Coouncillor Keelly Meyer, Chair Coouncillor Marty Lancasster Rta RegelikRck Madde eenniinn Tim CrawforNncy Stodart ddaadd Tacey Rynrd rraa Staff: Shhawn Binnss, Director oof Recreatioon and Commmunity Seervices Marie Brissette, Committee Coordinator Also Present: Annn Budge 1.ADOOPTION OFF AGENDA a) Motion to Adoppt the Agenda MotionNo. RTSG111124-1 Movedy Stoddar, Seconde by Regelink bbttdd It is recoommendedthat the Reecreation Technical Suupport Grouup agenda for Thursdaay, Novembber 24, 2011 be receivved and adoopted. Carrried. 2.DISLOSURE OF PECUIARY INTEREST CCNN None deeclared. 114 Page of Page 2 of 25 3a) Recreation Technical Support Group Minutes – Thursday, November 3.ADOPTION OF MINUTES OF PREVIOUS MEETING: a) Minutes of the Recreation Technical Support Group meeting held on September 29, 2011. Motion No. RTSG111124-2 Moved by Crawford, Seconded by Madden It is recommended that the minutes of the Recreation Technical Support Group meeting held on Thursday, September 29, 2011 be adopted as printed and circulated. Carried. 4.DEPUTATIONS: None. 5.COMMUNICATIONS: a) Shawn Binns, Director of Recreation and Community Services, correspondence dated June 6, 2011 from Paul Weber, re: Request for Walking Path to Li Motion No. RTSG111124-3 Moved by Regelink, Seconded by Stoddart It is recommended by the Recreation Technical Support Group that the information presented by Shawn Binns, Director of Recreation and Community Services correspondence dated June 6, 2011 from Paul Weber, re: Request for Walking Path to Line 4 Park be received. Carried. 24 Page of Page 3 of 25 3a) Recreation Technical Support Group Minutes – Thursday, November b) Councillor Lancaster re: Possible Placement of Commemorative Sign on Shanty Bay Road/Ridge Road. Motion No. RTSG111124-4 Moved by Stoddart, Seconded by Rynard It is recommended by the Recreation Technical Support Group that the information presented by Shawn Binns, Director of Recreation and Community Services, Councillor Lancaster re: Possible Placement of Commemorative Sign on Shanty Bay Road/Ridge Road be received. Carried. c) Shawn Binns, Director of Recreation and Community Services, Tim Crawford, re: War of 1812. Motion No. RTSG111124-5 Moved by Stoddart, Seconded by Madden It is recommended by the Recreation Technical Support Group that the information presented by Shawn Binns, Director of Recreation and Community Services, Tim Crawford, re: War of 1812 be received. Carried. d) Report No. RC2011-20, Shawn Binns, Director of Recreation and Community Services; Jerry Ball, Director of Transportation and Environmental Services; Curtis Shelswell, Chief Municipal Law Enforcement Officer re: All-Terrain Vehicles on Municipal Roads. Motion No. RTSG111124-6 Moved by Regelink, Seconded by Crawford It is recommended by the Recreation Technical Support Group that Report No. RC2011-20, Shawn Binns, Director of Recreation and Community Services; Jerry Ball, Director of Transportation and Environmental Services; Curtis Shelswell, Chief Municipal Law Enforcement Officer re: All-Terrain Vehicles on Municipal Roads be received. Carried. 34 Page of Page 4 of 25 3a) Recreation Technical Support Group Minutes – Thursday, November e) Report No. RC2011-021, Shawn Binns, Director of Recreation and Community Services, re: Strategic Facility Plan Implementation. Motion No. RTSG111124-7 Moved by Madden, Seconded by Rynard It is recommended by the Recreation Technical Support Group that Report No. RC2011-021, Shawn Binns, Director of Recreation and Community Services, re: Strategic Facility Plan Implementation be received. Carried. f) Shawn Binns, Director of Recreation and Community Services, re: Winter Recreation and Community Services Brochure [to be distributed at the meeting]. Motion No. RTSG111124-8 Moved by Stoddart, Seconded by Regelink It is recommended that the Recreation Technical Support Group that the information presented by Shawn Binns, Director of Recreation and Community Services, re: Winter Recreation and Community Services Brochure be received. Carried. 6.NEXT MEETING DATE Thursday, January 26, 2012 at 7:00 p.m. 7.ADJOURNMENT a) Motion to Adjourn Motion No. RTSG111124-9 Moved by Stoddart, Seconded by Crawford It is recommended that we do now adjourn at 8:15 p.m. Carried. Councillor Meyer, Chair Marie Brissette, Committee Coordinator 44 Page of Page 5 of 25 5a) Page 6 of 25 5d) Page 7 of 25 Marie Brissette, re: Accessible Customer Service Train... Accessibility Standards for Customer Service Department/SectionPolicy and Procedures for SubjectEnacted by Council: Motion # 1. BACKGROUND Accessibility for Ontarians with Disabilities Act The, 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 112 Page of Page 8 of 25 Marie Brissette, re: Accessible Customer Service Train... “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 Ontario Human Rights Code defined under the . “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. 212 Page of Page 9 of 25 Marie Brissette, re: Accessible Customer Service Train... 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, a as Appendix “A”. 4. COMMUNICATION 4.1 Communicating 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; Be patient, people with some kinds of disabilities may take a little longer to understand and respond; 312 Page of Page 10 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 caref 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 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 Be patient, don’t interrupt and don’t finish the person’s sente 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 oth 5.1 Physical 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; Do not touch, lean on or interfere with their assistive equipment as this is part of their personal space; 412 Page of Page 11 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 Hearing 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 Don’t assume the person can’t see you; Identify yourself before making physical contact; 512 Page of Page 12 of 25 Marie Brissette, re: Accessible Customer Service Train... 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; Pitch and loudness; Hoarseness or breathiness; and/or 612 Page of Page 13 of 25 Marie Brissette, re: Accessible Customer Service Train... 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’ 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: Understand 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 Learning 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; Use clear, simple language; Give them the time they need to get their point across; 712 Page of Page 14 of 25 Marie Brissette, re: Accessible Customer Service Train... 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; As 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. 812 Page of Page 15 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 d 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; 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. 912 Page of Page 16 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 determin 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 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 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; 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; 1012 Page of Page 17 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 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 the related Township policies and procedures and current Accessibility Plan. 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”; Municipal Freedom of Information Documents will be made available subject to the and Protection of Privacy Act; Documents will be provided in a format as requested; 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; 1112 Page of Page 18 of 25 Marie Brissette, re: Accessible Customer Service Train... 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 Emergency where Council has declared a “State of Emergency” as defined under the 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. 1212 Page of Page 19 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 20 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 21 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 22 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 23 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 24 of 25 Marie Brissette, re: Accessible Customer Service Train... Page 25 of 25