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The multi-year plan below outlines Mill Creek Care Centre's strategy to prevent and remove barriers to address the current and future requirements of the AODA, and in order to fulfill our commitment as outlined in Mill Creek Care Centre's Accessibility Policies.

CSAS Section Requirement and Implementation Date Action Required Implementation Status
Accessibility for Ontarians with Disabilities Act (AODA), 2005 Customer Service Accessibility Standards (CSAS), Ontario Regulation 429/07
Development and implementation of customer service accessibility standards O. Reg. 429/07, s. 3. (1), (2).
January 1, 2012
  • Develop polices to meet needs of persons with disabilities including: Provision of goods and services, Personal assistive devices, Guide dogs/ service animals, Support persons, Training and Feedback
  • Policy and procedure completed
  • Policy posted on new website for each home September 2013.
Training for staff
O. Reg. 429/07, s. 6. (1), (2)
January 1, 2012
  • Design and provide education to all staff, volunteers, and contractor and any other people on the following:
    • Purpose of AODA
    • Policy and Procedures on AODA
  • Review education materials on Surge Learning
  • DVDs (5) on Learning platform from Access Forward
  • Developed and added policy K-15 (included in Code of Conduct as Appendix G to orientation of all new hires, students, interns, volunteers, contractors). Code of Conduct reviewed annually with all staff
Amendment effective July 1, 2016
  • Effective July 1, 2016 “Every employee, volunteer, policy developer , and any other person who provides goods, services and facilities on behalf of the organization must be trained on how to provide accessible customer service
  • Aligned with new requirements as of July 1, 2016
  • Request 3rd party providers to sign off that they are AODA compliant and provide a copy of their AODA training materials. Maintain a copy of this information in the Home’s Contract Binder
Feedback process for providers of goods or services
O. Reg. 191/11, s. 7
January 1, 2012
  • Implement a feedback process
  • Added an accessibility feedback option to the Client Service Response Form
  • Amendment effective July 1, 2016
  • Under the new consolidated structure of the accessibility requirements of the Customer Service Standards apply to the provision of goods, services and facilities
Accessibility for Ontarians with Disabilities Act (AODA) Integrated Accessibility Standards (IAS), Ontario Regulation 191/11 Please note that effective July 1, 2016 amendments to the AODA consolidated the Accessibility Standards for Customer Service and the Integrated Accessibility Standards (IAS) into a single Accessibility Standard
GENERAL
Accessibility Report
AODA,2005, c. 11, s.14 (1), (2), (3), (4) By December 31 commencing 2012 Amendment to Act O. Reg. 413/12. S. 7.
As of December 31, 2014
  • Complete and submit an Accessibility Report to the Ministry of Economic Development, Trade and Employment annually by Dec. 31 or as required
  • File the accessibility report required under subsection 14 (1) of the Act with a director according to the schedule
  • Homes advised/reminded at Joint Administrators meeting September, 2013 of expectation to submit report by end of December each year. A copy to be forwarded to the Executive Assistant
  • Will file the required report to the director as of December 31, 2014, 2017 and every three years thereafter
Establishment of Accessibility Policies O. Reg. 191/11, s. 3.(1).
January 1, 2014
  • Develop, implement and maintain policies governing how the organization achieves or will achieve accessibility
  • Include a statement of organizational commitment to meet the accessibility needs of persons with disabilities in a timely manner
  • Development of working group between RHM/RMI on the development of the following :
    • Commitment
    • Statement
    • Accessibility Policies
  • Commitment Statement (HR Manual K-05) developed Dec. 2013
  • AODA policy (HR Manual K-10) developed Dec. 3, 2013
  • Customer Service/integrated Accessibility Standards (HR Manual K-15) developed Dec. 19, 2012. Updated September 2016 to reflect the consolidation of the Customer Service Accessibility and Integrated Accessibility into the Accessibility Standard
Accessibility Plans
O. Reg. 191/11, s. 4. (1)
January 1, 2014
  • Establish, implement and maintain a multi-year accessibility plan
  • Post multi-year plan on website
  • Review and update plan every 5 years
  • Post annual status report of progress
  • Documents to be available in an accessible format upon request
  • CM and JS met onSeptember 24, 2013 October 15, 2013 to develop a draft multi-year accessibility plan
  • Multi-year plan approved at the RHM/RMI Executive Group meeting January 2014
  • Multi-year plan on website for each Home
  • Multi-year plan updated Dec. 2017
Procuring or Acquiring goods, services or facilities
O. Reg. 191/11, s. (5) & (6)
Section 5 – January 1, 2013
Section 6 - January 1, 2014
  • Incorporate accessibility criteria and features when acquiring or purchasing goods, services or facilities
  • Collaborate with vendors to ensure accessibility obligations in procurement
Training
O. Reg. 191/11, s. 7 (1), (2) & (5).
January 1, 2015
  • Ensure that training is provided on the requirements of the accessibility standards in regards to the AODA and the Human Rights Code as it pertains to people with disabilities
  • Training shall be appropriate to the duties of employees, volunteers and other persons
  • A record must be maintained of the training provided, including the training dates and the number of people who participated
  • Collaborate with Surge Learning to incorporate training/education materials that will meet the training requirements of the Accessibility Standard. The learning platform now has several courses
  • Annual education reports are reviewed to determine that educational requirements have been met under IAS
INFORMATION and COMMUNICATION STANDARDS
Emergency Procedure, Plans or Public Safety Information
O. Reg. 191/11, s. 13 (1), (2)
January 1,2012
  • Provide information onemergency procedures, plans, and public safety information in an accessible format or with appropriate communication supports, as soon as practicable, upon request
  • Education and training is conducted annually on emergency procedures and plans.
  • Emergency procedures and plans are also posted for public safety.
  • Upon request managers will provide information on emergency procedures & plans in an alternative format
Workplace Emergency Response Information
O. Reg. 191/11, s. 13 (1), (2)
January, 2012
  • Provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability
  • Upon request or becoming aware for the need for accommodation by an employee who has a disability that we develop an accommodation plan that outlines what is required or needed, who is going to do it, and who will report that it is being done. The policy on Accommodation (HR Manual A-12) was revised May 2016
  • All managers will be provided education and training to the adherence of O. Reg. 191/11, s. 13 (1), (2)
Accessible Websites and Web Content
O. Reg. 191/11, s. 14 January 1, 2014-WCAG 2.0 Level A
January 1, 2012-WCAG 2.0 Level AA
  • Make new internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A
  • Make new internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, other than criteria noted in the legislation
  • Executive contacted web designer for documentation to support their compliance with AODA standards.
Feedback
O. Reg. 191/11, s. 14
January 1, 2015
  • Ensure that any process for receiving and responding to feedback is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports
  • Client Service Response forms are available and in the public information binder to provide the opportunity for feedback
Accessible Formats and Communication Supports
O. Reg. 191/11, s. 12
January 1, 2016
  • Provision of accessible formats and communication supports for persons with disabilities must be provided or arranged upon request
  • Alternate formats and communication supports are available upon request whenever possible
Employment Standards
Employment Standards relating to Recruitment, Informing Employees, Accessible Formats, Individual Accommodation Plans, Return to Work Process, Performance Management, Career Development/ Advancement and Redeployment
O. Reg. 191/11, s. (22), (23), (24), (25), (26), (27), (28), (29),(30), (31), (32)
January 1, 2016
  • As per Act and Regulation
Recruitment
  • Notify internal and external job applicants that accommodation for disabilities will be provided to support their participation in the recruitment process
  • Notify selected applicants that accommodations are available on request
  • Advise successful applicants of the organizations’ policies for accommodating employees with disabilities
Informing Employees
  • Inform new and existing employees of their policies for supporting employees with disabilities, including employment-related accommodation for disabilities
Accessible Formats
  • Consult with employees with disabilities in order to provide them with the accessible formats and communications supports they require to do their jobs effectively and to be informed of information that is generally available to all employees in the workplace
Individual Accommodation Plans
  • Develop written individual accommodation plans for employees with disabilities
Return to Work Process
  • Have in place a documented process for supporting employees who return to work after being away for reasons related to their disability
Performance Management
  • Use performance management processes that take into account the accessibility needs of employees with disabilities
Career Development
  • Take into account the accessibility needs of employees who have disabilities
  • Provide employees with disabilities with theopportunities to advance within the organization
Redeployment
  • Consider the accessibility needs of employees with disabilities before moving them to other positions, so that employees can continue to have their accommodation needs met
  • Working group met andagreed that existing policies and procedures would be reviewed and revised as necessary or new policies and procedures developed if necessary in collaboration with a HR Specialist in 2015
  • Job applications were updated to include accommodationfor disabilities to support participation in the recruitment process
  • Applicants are informed that accommodations are available on request
  • New and existing employees are advised of the organizations polices for supporting employees with disabilities
  • Letters of employment for both unionized and management employees were revised to include the AODA statement
  • There is an Accommodation Policy (Human Resources Manual A-12) that outlines procedures for employees requiring accommodation
  • Employees who require accessible formats are provided with accessible formats of communication in discussion with the employee
  • There is an Accommodation Policy (Human Resources Manual A-12) that outlines procedures for employees requiring accommodation
  • The Talent Management Program and Individual Development Plan (IDP) take into account the accessibility needs of employees with disabilities
  • Job postings and external advertisements for jobs were updated to include an AODA statement
  • Orientation checklists for staff, volunteers students physicians and contract services were revised to include an AODA statement
  • The accessibility and accommodation needs of employees would be considered in accordance with established procedures
  • Accessible elements in public spaces include automatic accessible door entrances. Procedures are in place for preventative and emergency maintenance
  • In the event of temporary disruptions, procedures are in place to deal with the situation, as required

AODA customer service policy | AODA Multi-Year Accessibility Plan

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