Accessibility for Ontarians with Disabilities Training Guide for Employees of YM Inc (sales).
The Company is committed to providing all employees with the required training to ensure compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and Regulation 429/07 “Accessibility Standards for Customer Service”.
All employees are responsible for reading the attached Training Guide covering the following material:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and therequirements of the customer service standard.
- How to interact and communicate with customers/employees with various types of disabilities.
- How to interact with customers/employees with disabilities who use an assistive device orrequire the assistance of a service animal or support person.
- What to do if a customer/employee with a disability is having difficulty accessing our goods orservices.
- Providing information to employees with a disability.
Accessibility for Ontarians with Disabilities
PURPOSE & SCOPE
- To provide access to goods and services for individuals with disabilities, as defined under theOntario Human Rights Code. The Human Rights Code definition of “disability” is:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused bybodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device
- a condition of mental impairment or a developmental disability
- a learning disability, or a dysfunction in one or more of the processes involved inunderstanding or using symbols or spoken language
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance planestablished under the Workplace Safety and Insurance Act, 1997 (“handicap”).
- To communicate and respond to the needs of customers with disabilities and to provide excellentcustomer service
- To comply with AODA (Accessibility for Ontarians with Disabilities) as required. This policyapplies to all employees, agents, and contractors of the Company.
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Employees will professionally interact and communicate with all people including those with various types of disabilities. In the event where communication is limited, employees will take the person’s disability into account and use different communication methods (i.e., if a customer is deaf, employees can use a pen and paper to communicate vs. speaking aloud) and provide alternate communication formats upon request. Where possible and necessary, employees will ask the customer how to best communicate with him or her.
A person with a disability is able to bring a service animal on Company premises and can keep the service animal with him/her, unless such animal is otherwise excluded by law from the premises. Employees should refrain from touching or addressing the service animal without permission. The management team member on duty is to make alternate arrangements for employees in case of allergies or phobias related to the service animal. Those alternate arrangements may include removing the employee from the immediate area until such time that the service animal has left the premises.
We will welcome persons who support a person with a disability to accompany the customer anywhere on our premises where the customer would otherwise be permitted. When assisting the customer with the disability, employees will speak directly to the customer and not the support person, unless necessary to accommodate the person with the disability.
Workplace Emergency Response Information
The Company will provide workplace emergency response information to employees with disabilities and with employees’ consent, this information will be provided to a designated employee or Human Resources to assist the employee with a disability. If you are an employee requiring assistance, please contact the Human Resources Department.
Assistive devices used by a person with a disability will be welcome on Company premises that are open to the public. Examples of assistive devices include wheelchairs, canes, walkers etc.
Our Company goal is to surpass all of our customers’ expectations and create a memorable shopping experience. Feedback and comments are always welcome and appreciated. The Customer Service department will respond to all comments, inquiries and concerns, usually within 48 hours, through the following means:
Customer Service Hotline: Toll free: 1-866-717-7008
For Urban Planet – firstname.lastname@example.org
For Stitches – email@example.com
For Sirens – firstname.lastname@example.org
YM Customer Service Department
50 Dufflaw Road
Toronto, ON, M6A 2W1
Customer Access to The Accessibility for Ontarians with Disabilities Policy:
Customers requesting a copy of this policy are to be directed to our Customer Service Department either through email, phone, or in writing.
Effective Date: January 1, 2011
Revision Date: January 1, 2016
YM Inc (sales)
Accessibility Policies and Plan for YM Inc. (Sales)
This Accessibility Plan (2014 – 2021) outlines policies and actions that YM Inc. (Sales), (hereafter referred to as the Company), will put in place to improve opportunities for people with disabilities. This Plan will be reviewed at minimum every 5 years.
STATEMENT OF COMMITMENT
The Company is committed to treating all individuals in a manner that allows them to maintain their dignity and independence. We are committed to meeting the needs of individuals with disabilities in an efficient and timely manner by preventing and removing barriers and meeting the requirements under the Accessibility for Ontarians with Disabilities Act.
ACCESSIBLE EMERGENCY INFORMATION
The Company is committed to ensuring the safety of our customers and employees. Emergency procedures will be made available in an accessible format upon request and provided in a timely manner.
The Company will provide training to employees, volunteers, and third parties on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities.
The Company will take the following steps to ensure that employees are provided with adequate training to meet Ontario’s accessible laws by January 1, 2015.
- Establish and ensure that appropriate training on the requirements of Integrated Accessibility Standard Regulation and the Ontario Human Rights Code is provided to all employees, volunteers, and third parties.
- File and maintain a record of the training provided per store and banner.
- Ensure training is provided on any changes made to the policies and/or regulations.
INFORMATION AND COMMUNICATION STANDARD
The Company is committed to providing information and communication accessible to persons with disabilities. We will ensure that communication and information are accessible and are in accessible formats that meet the needs of persons with disabilities.
The Company will take the following steps to ensure that all new websites and content conform to WCAG 2.0, Level A by January 1, 2014 and WCAG 2.0, Level AA by January 1, 2021.
- Ensure development of all new websites and content meet Information and Communication Standards under the regulation and that partnering individuals have expertise with such technology.
- Provide guidelines to all employees to ensure public documents and media are readily available upon request in accessible formats.
The Company will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015 and that all publicly available information is made accessible upon request by January 1, 2016.
- Ensure that existing and new processes of providing feedback are accessible to persons with disabilities by providing or arranging accessible formats upon request and within a timely manner.
- When requested by persons with disabilities, we will consult with the person making the request to determine the suitability of the accessible format or communication support, provide or arrange the accessible format or communication support within a timely manner that takes into account the person’s accessibility needs and notify the public about the availability of accessible formats and communication supports.
The Company is committed to fair and accessible employment practices. This includes providing accessibility across all stages of the employment cycle.
The Company will take the following steps to notify the public and staff that, upon request, we will accommodate people with disabilities during the recruitment process by January 1, 2016.
- Review and if necessary, create modification to our current recruitment process.
- Specify that accommodation for persons with disabilities can be made available on our job postings and websites.
- Include that accommodation is available when scheduling an interview with persons with disabilities.
- If a selected candidate requests accommodation, consult with the applicant and arrange suitable accommodation in a manner that takes into account their accessibility needs.
The Company will take the following steps to develop and implement a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability by January 1, 2016.
- The employee may participate in the development of the plan and will be assessed on an individual basis.
- The Company reserves the right to request an evaluation to be completed by an outside medical expert, at the Company’s expense, to assist in determining if and how accommodation can be achieved.
- Outline the frequency in which the accommodation will be reviewed and provide reasons if accommodation is denied.
- Provide individual accommodation in a format that takes into consideration the employee’s accessible needs.
We will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account when using the performance management process, career development and redeploying employees with disabilities by January 1, 2016.
- Review, assess, and if necessary, make modifications to current procedures and policies.
- Take the needs of employees with disabilities and if applicable, their individualized accommodation plans into account when reviewing performance, managing career development, and when redeployment is required.
The Company 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 the Company is aware of the need for accommodation due to the Employee’s disability. The Company will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the Employee requires assistance, the Company will, with the consent of the Employee, provide the workplace emergency response information to the person designated by the Company to provide
assistance to the Employee.
The Company 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 and when the Company reviews its general emergency response practices.
DESIGN OF PUBLIC SPACES STANDARDS
The Company will meet the Accessibility Standards for the Design of Public Spaces when building or making modifications to public spaces which include service counters, fixed queuing lines and waiting areas.
The Company will put procedures in place to prevent service disruptions. In the event of a service disruption, we will notify the public of the service disruptions and alternatives available.
Accessible formats of this document are available upon request
Effective Date: January 2014
Revision Date: January 2016