ONPHA Accessibility Policy
The Ontario Non-Profit Housing Association (hereinafter referred to as the "Association") is committed to eliminating barriers and improving accessibility for people with disabilities.
It is the policy of the Association that all people, including people living with visible and invisible disabilities, have access to the goods and services provided by the Association, including those provided through service contractors. All goods and services are to be provided in a manner that recognizes the principles of independence, dignity, integration and equality of opportunity.
See also ONPHA's Feedback Policy and Training Policy on Accessibility and Customer Service.
Procedures and Practice
The Association will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:
Assistive Devices: A person with a disability may provide their own assistive device for the purpose of obtaining, using or benefitting from the Association's goods and services, unless said device may pose a risk to the health and safety of themselves or others, in which case the Association may offer a person with a disability other reasonable measures to assist him or her in obtaining, using or benefitting from goods and services, where such other measures are available.
Service Animals: The Association and contractors/agents providing services on the Association's behalf shall accommodate the use of service animals by people with disabilities who are accessing Association services, programs, courses or events unless the animal is otherwise excluded by law. It is the responsibility of the person with a disability to ensure that their service animal is in good health, does not pose a risk to the health and safety of others and is under their care and control at all times.
Support Persons: Where a person with a disability is accompanied by a support person, the Association and its service contractors shall ensure that both persons are permitted to enter the premises together and that the person with a disability has access to the support person while on the premises. The support person can be a paid support worker, volunteer, a friend or a family member.
Communications: When communicating with a person with a disability, the Association and its service contractors shall do so in a manner that respects the person's dignity and independence.
Service Disruption/Notice of Service Disruption: Temporary disruptions in the Association's services and facilities, and those of service contractors, may occur due to reasons that may or may not be within the Association's control or knowledge. The Association will make every effort to provide notice of disruptions to the public and/or Association members.
Feedback: Feedback from Association members, their tenants/residents and members of the public is welcome. Feedback about the Association's delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, or in electronic format. Information about the feedback process will be available on the Association website and/or in other appropriate locations. Please see the Association's "Feedback Policy" for more information. Feedback received will be documented, responded to and tracked.
Training: The Association will ensure that all employees and volunteers receive appropriate training on customer service requirements in regard to people with disabilities. The format of training will vary based on individual circumstances and records of training will be kept. Please see the Association's "Training Policy on Accessibility and Customer Service" for more information.
Third party contractors who deliver goods and services on behalf of the Association are also required to ensure that they meet legislative requirements of accessible customer service and that they have read, understood, and acknowledged the Association's Accessibility Policy.
Dated: August 2011