Accessibility Standard for Customer Service
In compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and Regulation 429/07 "Accessibility Standards for Customer Service" Pickering College has developed the following policy.
Pickering College is committed to excellence in serving all constituents including people with disabilities. We will aim to treat all Students, Staff, Parents, Volunteers and members of our broader community with respect and dignity at all times. These key principles align with our core values of Community, Compassion, Integrity, Respect and Responsibility. We will continuously take steps to improve the overall accessibility and individual needs of the Pickering College community.
To instil in each individual the ability and responsibility to make the world greater, better and more beautiful than they discovered it.
To develop innovative, courageous and compassionate global citizens who take action, true to Quaker values.
Our Guiding Values
Here at Pickering College, we have five Guiding Values that we try to live our lives by.
Community is gathering interconnected individuals whose collective actions create a sense of belonging and encourage participation, who accept and take care of one another, and who recognize the interdependence of all people within the broader community through their service to that community.
Compassion is being sensitive to others' thoughts and feelings and understanding and considering the other side of issues and ideas. It is to be role modeling concern and caring for all others in the community, no matter their differences, in a way that creates harmony and peace.
Integrity is the courage to act honestly and truthfully in all actions in a way that aligns one's highest principles with daily life.
Respect is valuing yourself and others and the environment in which we exist, based on the principles of simplicity and equality, so that you treat others as you wish to be treated, keeping a humility of spirit and avoiding that which is unessential.
Responsibility is being accountable for one's own actions and behaviours by demonstrating good judgment and fulfilling obligations.
In fulfilling our Mission, Vision and Guiding Values, and in support of AODA legislation, Pickering College will strive to provide the same opportunities, accessibility and service to all constituents where possible, regardless of disability.
People with disabilities may use their own personal assistive devices while on Pickering College premises. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their individual needs.
We welcome people with disabilities and their service animals. Service animals are allowed on school property and areas of the school that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises and no fees will be charged for support persons attending school events. Where a support person is accompanying a person with a disability who is the parent/guardian of a student for the purpose of assisting in a discussion that may involve confidential information, the Director must first secure consent of the parent/guardian in writing to be retained by the School.
Notice of temporary disruption
Pickering College will notify our community promptly in the event of a planned or unexpected disruption to services or facilities. We will also use our website to post this information including the reason for disruption, and the anticipated length of time.
Training for staff
Pickering College will provide training to employees, volunteers and others who may deal with the public on our behalf. The training will ensure greater awareness of the needs of a person with disabilities. This training will be conducted during orientation for new employees and upon changes or updates to the plan thereafter. Records of training will be kept within the Human Resources department.
Training will include:
- An overview 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.
Any person who wishes to provide feedback on the way Pickering College provides goods and services to people with disabilities may do so in person, by telephone, in writing via email, letter or fax or other communication technology.
The feedback will be forwarded to Pickering College's Human Resources Department. The feedback will be reviewed with the Head of School or designate and a response will be provided to the person, as appropriate, and any actions which may take place as a result of the feedback.
Please forward questions about this policy to:
Director of Human Resources
16945 Bayview Ave.
Integrated Accessibility Standards Policy
The following policy has been established by Pickering College to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards" (“Regulation") under the Accessibility for Ontarians with Disabilities Act, 2005.
These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.
Pickering College is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.
Pickering College is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
This policy will be implemented in accordance with the time frames established by the Regulation.
Pickering College will develop, maintain and document an Accessibility Plan outlining the school's strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.
The Accessibility Plan will be reviewed and updated at least once every five years, and the Pickering College Multi-Year Accessibility Plan is posted as a PDF document on the school's website. Upon request, Pickering College will provide a copy of the Accessibility Plan in an accessible format.
Training Employees and Volunteers
Pickering College will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:
- all its employees and volunteers;
- all persons who participate in developing Pickering College's policies; and,
- all other persons who provide goods, services or facilities on behalf of the school
- The training will be appropriate to the duties of the employees, volunteers and other persons.
Employees will be trained when changes are made to the accessibility policy. New employees will be trained during orientation.
Pickering College will keep a record of the training it provides.
Information and Communications Standards
Pickering College will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.
Accessible Formats and Communication Supports
Upon request, Pickering College will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person's accessibility needs due to disability.
Pickering College will consult with the person making the request in determining the suitability of an accessible format or communication support.
Pickering College will also notify the public about the availability of accessible formats and communication supports.
Accessible Websites and Web Content
Pickering College will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.
Pickering College will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.
Recruitment, Assessment or Selection Process
Pickering College will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Pickering College will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.
Notice to Successful Applicants
When making offers of employment, Pickering College will notify the successful applicant of its policies for accommodating employees with disabilities.
Informing Employees of Supports
Pickering College will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee's accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.
Accessible Formats and Communication Supports for Employees
Upon the request of an employee with a disability, Pickering College will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other employees.
In determining the suitability of an accessible format or communication support, Pickering College will consult with the employee making the request.
Workplace Emergency Response Information
Pickering College will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Pickering College is aware of the need for accommodation due to the employee's disability. Pickering College will provide this information as soon as practicable after becoming aware of the need for accommodation.
Where the employee requires assistance, Pickering College will, with the consent of the employee, provide the workplace emergency response information to the person designated by Pickering College to provide assistance to the employee.
Pickering College will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee's overall accommodations needs or plans are reviewed.
Documented Individual Accommodation Plans
Pickering College will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.
If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.
In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.
Return to Work Process
Pickering College maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.
The return to work process outlines the steps Pickering College will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
This return to work process will not replace or override any other return to work process created by or under any other statute (ie. the Workplace Safety Insurance Act, 1997).
Performance Management, Career Development and Advancement & Redeployment
Pickering College will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.
Questions about this policy
This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:
Director of Human Resources
16945 Bayview Ave.
905-895-1700 ext. 227