Policies
Mary Centre is taking this opportunity to advise the public that our document(s) related to accessible customer service, are available upon request. Please contact either of the Program Director(s) or the Executive Director (please refer to the Contact Us page to acquire information) to acquire our document(s).
Developed: December 9, 2013 Reviewed and Updated December 14, 2023
Providing Goods and Services to People with Disabilities
Mary Centre is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.
Assistive Devices
We will ensure that our employees are trained and familiar with various assistive devices we have on-site or that we provide that may be used by customers with disabilities while accessing our goods or services. Please see the Training section for further details.
If there is a physical or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier. If we are not able to remove the barrier we will ask the customer how he/she can be accommodated and what alternative method of service would be more accessible to him/her. We will make the best effort to provide an alternative means of assistance to the person with a disability.
Communication
We will work with the person with disabilities to determine what method of communication works for them.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on part of our premises that are open to the public and third parties.
Consumers with Disabilities may enter the premises owned and or operated by Mary Centre accompanied by a service animal and keep the service animal with them. If the service animal must be excluded, due to another law, we will explain to the customer why this is the case and explore alternative ways to meet the customer’s needs.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for a support person.
Notice of temporary disruption
In the event of a planned or unexpected disruption to service or facilities for customers with a disability, Mary Centre will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Services/ Facilities Include
Mary Centre’s head office (elevator service) – 842 Wilson Avenue, Toronto, Ontario
Leyton Avenue (elevator service) – 109 Leyton Avenue, Scarborough, Ontario
The notice will be publicly available at the following locations:
Head Office – front doors to the building
Leyton – front door of the group home
Website – www.marycentre.com
Training
Mary Centre is committed to providing accessible customer services, other Ontario accessibility standards and aspects of the Ontario Human Rights Code training to employees, volunteers, and others who interact with the public or other third parties on our behalf. Training will also be provided to people involved in the development policies, plans, practices and procedures related to the provision of our goods and services.
Individuals in the following positions will be trained:
- Executive Director
- Program Directors
- Coordinators
- All Direct Support employees
- Full time support workers
- Part time support workers
- Students on placement
All employees will be trained on Accessible Consumer Service within six (6) weeks after being hired.
Mary Centre’s Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act 2005, and the requirements of the customer service standards.
- Mary Centre’s plan related to the customer services 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 support person.
- How to use the equipment or devices available on-site or otherwise that may help provide goods or services to people with disabilities. These include:
| Wheelchairs Hoyer lifts Walkers Canes Vans |
Commode chairs Ceiling lifts Hearing aids Hospital beds Cars |
- What to do if a person with a disability is having difficulty in accessing Mary Centre’s goods and services.
Employees will also be trained when changes are made to our Accessible customer service plan.
A record of these trainings will be kept in the employee’s Personnel file.
FEEDBACK
Mary Centre welcomes and appreciates receiving and responding to feedback regarding this plan.
Customers who wish to provide feedback on how Mary Centre provides goods and services to people with disabilities can provide feedback in the following way(s).
All feedback, including complaints, will be handled based on Mary Centre’s Program Policy 02-06 “Complaint/Feedback Procedures”
All individuals, their families or designate (the complainant), and the general public shall have access to a formal system of complaint/feedback with respect to matters of the Agency and its employees. The complaint may or may not generate a Ministry of Children, Community and Social Services Serious Occurrence Report.
PROCEDURES:
- The purpose of the complaint/feedback process is to allow for a fair and unbiased review of the services and supports offered to individuals supported by Mary Centre and its employees.
- All complains will be taken seriously and handled in a professional manner that is free of any conflict of interest, free of any coercion, intimidation or bias, before, during or after the review, documentation, investigation, resolution and notification.
- Any individual who submits a complaint or provides feedback will not be at risk of having his/her services and supports negatively impacted or withdrawn, as a consequence of submitting a complaint/feedback.
- Depending on the capabilities of the complainants, Mary Centre will ensure support is provided in lodging the complaint. Mary Centre will have available information on advocacy resources. (Appendix A Advocacy Resources.)
- Complainants will be provided with the opportunity to express complaints to a person (e.g. staff, family, and advocate) of their choice. This complaint can be either verbal or in writing. If put in writing, the complainant will complete and/or be assisted in completing the Complaint Form. (See Appendix B.)
- When there is a complaint they will approach the employee on shift and lodge their complaint. The complainant should attempt to resolve the issue with the person(s) directly involved. The employee on shift shall not be in a conflict of interest in regards to the complaint. (i.e.) If the complaint is against the employee on shift, the employee will not attempt to resolve the complaint; they will contact the Emergency on Call or Program Director. The employee must complete an Incident Report when any complaint is brought forward.
- If the complaint is not resolved, the complainant will then have the right to discuss their complaint with the Program Director of their location.
- Within five (5) working days of receiving the complaint, the Program Director will meet with the Executive Director to review the complainant.
- Within five (5) working days of the Program Director’s meeting with the Executive Director, the complainant will receive a written letter confirming the outcome of the meeting. For complainants who cannot read the Program Director or Advocate will read the letter and ensure they understand the content.
- If a satisfactory resolution is not obtained after meeting with the Program Director, the complainant has the right to address their complaint with the Executive Director. The complainant can forward their original complaint to the Executive Director within five working days with an explanation of why they disagree with the outcome.
- Once the Executive Director receives the written complaint, the Executive Director has five (5) working days to respond to the complainant to indicate the complaint has been received.
- Within five (5) working days of receiving the formal complaint, the Executive Director will inform the Board President and/or the whole board, the nature of the complaint and determine a response to the complainant.
- After the Executive Director has consulted with the Board President and/or Board of Directors, the complainant will receive a written response confirming the outcome of the meeting. For complainants who cannot read the Program Director or Advocate will read the letter and ensure they understand the content.
- If, after meeting with the Executive Director, the complainant does not feel their complaint was resolved, the complainant will be informed they have the right to access the Ministry of Children, Community and Social Services, Human Rights Commission or the Ombudsman’s’ Office.
- Mary Centre shall comply with the reporting requirement set out in the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008, and/or report to the Ministry of Children, Community and Social Services through the Serious Occurrence Reporting or report to the policy in the case of alleged, suspected or witnessed abuse as outlined in Mary Centre’s Allegations of Abuse Policy (Program Policy 04-04).
- This policy is available to anyone who requests it.
- All complaints/feedback will be reviewed on annual bases to promote continuous quality improvement. All complaints and feedback will be kept on file for twelve (12) months at Mary Centre’s Head Office.
Customers can expect to hear back within five (5) working days after the complaint has been received.
Notice of Availability
Mary Centre will notify the public that our document related to accessible customer service, are available upon request by posting a notice in the following location(s).
Mary Centre’s website www.marycentre.com under Resources / AODA Multi-Year Plan
Modifications to this or other policies
Any policies, practice, or product of Mary Centre that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Self Service Kiosks
We will incorporate accessibility features/considerations when procuring or acquiring goods, services or facilities, including self-service kiosks. If it is not possible and practical to do so , we will provide an explanation upon request.
Information and Communications
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our agency and its services, including public safety information, in accessible formats or with communication supports: a) in a timely manner, taking into account the person’s accessibility needs due to disability; and b) at a cost that is no more than the regular cost charged to other person’s
Employment
We notify staff that supports are available for those with disabilities as soon as practical after they begin their employment. We provide updates information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
Where needed we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
