Providing Goods and Services to People with Disabilities
The Township of Stirling-Rawdon strives at all times to provide its goods and services in a way that respects the dignity and independence of all people. The Township of Stirling-Rawdon is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
The Township of Stirling-Rawdon will communicate with people with disabilities in ways that take into account their disability. Staff who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities.
The Township of Stirling-Rawdon is committed to providing fully accessible telephone service to our customers. Staff will be trained to communicate with customers over the telephone in clear and plain language, to speak clearly and slowly and to tailor their responses as much as possible in support of the individual.
The Township of Stirling-Rawdon will offer to communicate with customers by other means, including relay service or e-mail, if telephone communication is not suitable to their communication needs or is not available.
The Township of Stirling-Rawdon is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Staff will be trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. The Township of Stirling-Rawdon will also ensure that staff know how to use the assistive devices which are available on our premises, including electronic door openers and elevators.
The Township of Stirling-Rawdon is committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in large print or by e-mail, upon request. Any questions customers may have about the content of the invoice will be answered in person, by telephone or e-mail.
Use of Service Animals and Support Persons
The Township of Stirling-Rawdon is committed to welcoming people with disabilities who are accompanied by a service animal, in the areas of our premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained in how to interact with people with disabilities who are accompanied by a service animal.
The Township of Stirling-Rawdon is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the Township of Stirling-Rawdon buildings with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on Township premises.
Notice of Temporary Disruption
The Township of Stirling-Rawdon will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.
The Township of Stirling-Rawdon will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Members of Township Council, as well as all staff of the Township of Stirling-Rawdon will receive this training.
The accessible customer service training will be provided during orientation, in a timely manner after staff commence their duties.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- How to use the automatic door openers and elevators available on the Township of Stirling-Rawdon premises
- What to do if a person with a disability is having difficulty in accessing the Township of Stirling-Rawdon goods and services
- The Township of Stirling-Rawdon policies, practices and procedures relating to the customer service standard.
- Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
The ultimate goal of the Township of Stirling-Rawdon is to meet and surpass customer expectations while serving all people, including those with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Township of Stirling-Rawdon provides goods and services to people with disabilities can be made by using a feedback form, by mail, e-mail, or verbally. All feedback should be directed to the Clerk-Administrator. Customers can expect a response within thirty (30) calendar days.
Modifications to This or Other Policies
The Township of Stirling-Rawdon is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of the Township of Stirling-Rawdon that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions About This Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, inquiries should be referred to the Clerk-Administrator of the Township of Stirling-Rawdon.
Integrated Accessibility Standards Policy
The Corporation of the Township of Stirling-Rawdon is committed to providing an equal opportunity to access goods and services, employment, transportation and information in a manner consistent with the principles of independence, dignity, integration and equality as stated in the regulations of the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
The Township of Stirling-Rawdon will incorporate accessibility criteria when procuring or acquiring goods, services and facilities except where it is impractical to do so.
The employment standard builds upon the existing requirements under the Ontario Human Rights code in relation to how to accommodate individuals with disabilities through the job application process and the employment relationship. This standard applies to paid employees.
The Township shall notify employees and the public about the availability of accommodations for applicants with disabilities:
- During the recruitment process when job applicants are individually selected to participate in an assessment or selection process.
- If a selected applicant requests an accommodation, the Municipality will consult with the applicant and provide or arrange for suitable accommodation that takes into account a person’s disability.
- Notify successful applicants of the availability for accommodating for employees with a disability.
We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.
We are committed to training staff and volunteers on the Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities. Employees and volunteers will be trained on accessibility as it relates to their specific roles, including all persons who participate in developing of policies and all persons who provide goods, services and facilities on behalf of the Township.
Training will be provided as soon as practicable and on an ongoing basis in the event of changes to the policies.
Stirling-Rawdon is committed to providing public spaces such as Parks that integrates the Ontario accessibility laws and provides a space for all to enjoy.
Outdoor play spaces are areas with play equipment or features designed to give children and their caregivers opportunities to play. The following must be considered in the design:
Incorporate accessibility features into the design such as sensory and active play components
Ensure there is enough room for children and caregivers with various disabilities to move through, in and around the play spaces, and
Make sure the ground surface is firm, stable and designed to reduce impact to help prevent injuries.
The transportation standard is intended to make it easier for all people to travel in Ontario, including person with disabilities. The Township does not have transit services nor does have license taxi operators.
Exterior paths of travel include outdoor sidewalks and walkways, ramps and curb ramps. Exceptions may apply if meeting a requirement is not practical due to existing site constraints.
Accessible parking requirement apply to off-street and on-street parking spaces. Off-Street parking is a space to park a vehicle temporarily this is not on a public road or street. Exceptions may apply when it is not practical for the township to include the minimum number of accessible parking spaces due to an existing site constraint.
On-street parking is a space where you can park your vehicle temporarily that is located on a common and public highway, street avenue, parkway, bridge or similar type of road.
Documentation and Feedback
The Township of Stirling-Rawdon shall upon request give a copy of the policy, practice and procedures required under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
The Township’s feedback process is accessible to persons with disability by providing accessible formats and communications supports, upon request.
The Township will use the Accessible Customer Service Request and Feedback procedure to allow the public to provide feedback on this policy.
Accessibility Policies, formats and communication supports will be considered to have public notice by being posted on our website.