PURPOSE

The purpose of this policy is to address the requirements of Ontario Regulation 429/07, Accessibility Standards for customer service under the Accessibility Standards for Ontarians with Disabilities Act, 2005.

POLICY STATEMENT

Avenue Building Corporation is committed to the elimination of barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equal opportunity.

Avenue Building Corporation recognizes the diverse needs of all people and customers, and will respond by striving to provide services and facilities that are accessible for all individuals.

PRINCIPLES

Efforts will be made by Avenue Building Corporation to ensure that;

• Persons with disabilities are provided equal opportunity to obtain, use, and benefit from goods and services.
• Goods and services are provided in a manner that respects the persons independence and dignity when dealing with disabilities.
• The goods and services provided to persons with disabilities are integrated with the provisions to users of the same goods and services unless an alternative measure is necessary to allow a person with a disability to fully benefit. The alternative measure may be may be temporary or permanent.
• Persons with disabilities may use assistive devices, service animals, and support persons if necessary for access and egress.

SCOPE

This policy will apply to management, office staff and all other employees who are employed by Avenue Building Corporation at 50 Nixon Road, Bolton, Ontario.

DEFINITIONS

Device Definition

Assistive aids and devices are used to replace, compensate, or improve the functional abilities of people with disabilities. They include a range of items such as mobility and visual aids, prosthetics, speech devices, medical supplies, environmental controls, and respiratory devices.

Barrier Definition

Anything that prevents a person with disabilities from fully performing or participating in all aspects because of his/her disability.

Disability Definition

As defined, the Accessibility for Ontarians with Disabilities Act 2005 and the Ontario Human Rights Code is;

• Any degree of physical disability, infirmity, malformation of disfigurement that is caused by bodily 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, hearing impairment, or physical reliance on a guide dog or another service animal or wheel chair.
• A condition of mental impairment or a developmental disability.
• A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
• A mental disorder.
• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Procedures

1. The use of assistive devices by persons with disabilities to obtain, use of barriers from Avenue Building Corporation goods or services, is recognized unless otherwise prohibited due to health and safety or privacy issues.
   It is the responsibility of the person with disability to ensure that his/hers assistive device is operated in a safe manner at all times.
2. COMMUNICATION
   Avenue Building Corporation will communicate to people with disabilities in ways that take into account their disabilities. Avenue Building Corporation will communicate their policies and procedures for accessibility standards for Ontarians with disabilities through office meetings or tutorials.
3. SERVICE ANIMALS
   Persons with disabilities are permitted to be accompanied by their service animal and keep the animal with them in areas/premises that are open to the public, when accessing goods and services provided by Avenue Building Corporation.
4. SUPPORT PERSONS
   Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public when accessing goods or services provided by Avenue Building Corporation. If a support person accompanies a person with disabilities, the provider of goods and services shall ensure that both are permitted to enter the premises together and that the person with disabilities is not prevented from having access to the support person while on the premises. If there is confidential information to be disclosed, consent must be received from the person with disability.
   
   Avenue Building Corporation may deem it necessary to require a support person for a person with disability in order to protect the Health and Safety of that person or others while on the premises. This will only occur after consultation with the person with disability and when it is the only means to allow the person with disability to access Avenue Building Corporation.
   
5. FEEDBACK PROCESS
   a) Avenue Building Corporation employs a feedback system process through which people with disabilities are encouraged to provide information and feedback about the goods and services they receive. Feedback can be received in ways appropriate to the person’s disabilities and includes in person, by mail, or email, by telephone, or fax. A copy of the feedback process and feedback form is available upon request.
   b) If you would like to receive a follow-up from us about how we will respond to your feedback, please provide us your contact information and we will make the effort to respond within two business days.
6. SERVICE DISRUPTION
   In the event of a planned service disruption to facilities, services or systems that are relied upon to access Avenue Building Corporation, the following will be addressed;
   a) Notice of the disruption will include information about the reason for the disruption and a description of alternative measures or facilities, service or system.
   b) In the event of an unexpected disruption, notice will be given and provided as soon as possible.
7. TRAINING
   Avenue Building Corporation is committed to provide, implement, and also maintain a program for training on how to provide service to those with disability.
   
   Avenue Building Corporation at 50 Nixon Road, Bolton, Ontario will ensure that their employees receive training about the provision of its good and services to people with disability.
   
   Training shall include:
   • Review of the Accessibility for Ontarians with Disabilities Act, 2005.
   • Requirements of Ontario Regulation 429/07 Accessibility Standards for Customer Service.
   • Management and all staff, who interact with the public or other third parties.
   • How to interact and communicate with people of disability.
   • How to interact with people with disabilities who use an assistive device or require the assistance of a guide dog, or other services.
   • What to do if a person with particular disability is having difficulty accessing Avenue Building Corporation.
     
     Training shall be provided as soon as practicable after he/she is assigned the applicable duties as well as on an ongoing basis as changes occur to Avenue Building Corporation policy practices and procedures governing the provision of goods and services.
     
     Avenue Building Corporation currently does not have the equipment or devices on the premises however, if the occasion arises where such equipment or devices are required, Avenue Building Corporation will ensure all required training for such equipment or devices is provided.
8. RESPONSIBILITES
   • Ensuring compliance with the Ontario Regulation 429/07, Accessibility Act for Customer Service.
   • Communicating, coordinating and/or providing service to a person with a disability regarding the use, or may use of a service animal, or support person and device.
   • Providing Accessible Customer Service Training in order to comply with the Ontario Regulation 429/07, Accessibility Standards for Customer Service.
   • Maintaining training records.
   • Communicating all policies, procedures and practice to all employees.
   • Ensuring compliance with the Ontario Regulation 429/07, Accessibility Standards for Customer Service.
   • Post at head office, 50 Nixon Road, Bolton, Ontario.
     
     

Avenue Building Corporation Multi-Year Accessibility Plan

Avenue Building Corporation	WORK PROCEDURE	Accessibility for Ontarians with Disabilities
Multi-Year Accessibility Plan	REVISION DATE May 2017	ORIGINAL DATE April 19,2017

1. Introduction 

Located in Bolton Ontario, Avenue Building Corporation provides Concrete Forming services. Our processes and services are executed and delivered in a way that reflects our principles of respect, fairness and equity, openness and transparency, cooperation and collaboration.

To achieve full accessibility for Ontarians with disabilities, The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was enacted. The expected outcome of this legislation is to encourage organizations to develop and implement accessibility standards. The AODA acknowledges disabilities with respect to the provision of goods, services, facilities, accommodation, employment, buildings, structures and premises and holds an objective of complete compliance by the year 2025. The AODA also allows for enforcement of the Act with associated penalties for non-compliance.

Accessibility Standards include:

• The Accessible Customer Service Standard (O. Reg. 429/07)
• The Integrated Accessibility Standard Regulation (IASR) – including the areas of Information & Communication, Transportation Employment and the Design of Public Spaces (O. Reg. 191/11)

The requirements in the standards set out in the IASR are not a replacement or a substitution for the requirements established under the Ontario Human Rights Code. Under the IASR, Avenue Building Corporation is required to establish, implement, maintain and document a multi-year accessibility plan. In addition to meeting the requirements of the IASR, this plan will outline Avenue Building Corporation’s strategy to identify, prevent and remove accessibility barriers.

In accordance with the requirements set out in the IASR Avenue Building Corporation will:

• Review and update the accessibility plan at least once every five years.
• Prepare a biennial status report to be available on the Avenue Building Corporation website.

2. Background

Accessibility and Disability in Ontario

Accessibility is the elimination of barriers which individuals with a disability may encounter. There are many kinds of disabilities, including those related to vision, hearing, physical, intellectual, developmental, learning, mental health, speech or language. Disabilities can be visible, hidden, permanent, or occur only at certain times.

In 2006, 15% of Ontarians self-identified as having a disability according to Statistics Canada; an increase from 13.5% in 2001. As the population of Canada ages these rates are expected to increase due to age-related disabilities. In 2006, the rate of disability for 15 to 24 year olds was 5.3% compared to 47.2% for individuals aged 65 years and above.

The overall Statistics Canada estimate may under-represent the extent of disabilities in Canada. In another Statistics Canada study, the Canadian Community Health Survey, people were asked about whether they have any difficulty hearing, seeing, communicating, walking, climbing stairs, bending, learning or doing any similar activities. Additionally, they were asked whether they have a physical, mental or health condition that reduces the amount or kind of activity that they can do at home, work, school or other activities; 31.3% of the population reported having experienced these difficulties.

Ontario’s Ministry of Community and Social Services (MCSS) notes that a disability can occur at any time to anyone. Some people are born with a disability, for others the disability happens due to an illness, an accident or aging.

Barriers to Accessibility

People with disabilities often do not engage in many of the activities that most of us take for granted because of barriers to accessibility. According to MCSS, the following are examples of barriers that could potentially affect a person with a disability:

• Architectural and physical barriers are features of buildings or spaces that cause problems for people with disabilities.
• Information or communications barriers arise when a person cannot easily understand information.
• Attitudinal barriers are those assumptions and actions that discriminate against people with disabilities.
• Technology barriers occur when a technological platform or device is not designed to support various assistive devices.
• Organizational barriers are an organization's policies, practices or procedures that discriminate against people with disabilities.
  

Accessibility Principles

Avenue Building Corporation has adopted the principles outlined in the Accessibility Standards for Customer Service under the AODA as part of our vision for setting benchmarks in our workplace and our service to clients.

Those principles are:

• Respect for the dignity of persons with disabilities;
• Respect for the independence of persons with disabilities;
• Goods and services that are integrated for persons with disabilities unless an alternate measure is necessary (either temporarily or on a permanent basis); and
• Equality in the ability to obtain, use and benefit from goods and services given to others.

3. Statement of Commitment

1. Avenue Building Corporation is committed to treating all people in a way that allows them to maintain their dignity and independence.
2. We believe in integration and equal opportunity.
3. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by identifying, preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

4. Report on Measures to Identify, Remove and Prevent Barriers

Customer Service Standard

Avenue Building Corporation has continued to comply with the Accessibility Standards for Customer Service Regulation (O. Reg. 429/07). All employees were continually being trained on the requirements of the Customer Service Standard using classroom style training.

Accessibility Feedback

Avenue Building Corporation has an accessible customer service feedback process in place. Feedback can be provided in multiple formats including in writing, by phone and by email.

Employee Training

Avenue Building Corporation continually provides training to all employees on the compliance requirements of AODA and ISAR and updates this training regularly.

5. Accessibility Plan 2013 – 2021

The Integrated Accessibility Standard Regulation (ONTARIO REGULATION 191/11) consists of six parts:

I. General Requirements
II. Information and Communications Standards
III. Employment Standards
IV. Transportation Standards
V. Design of Public Spaces (Accessibility of the Built Environment)
VI. Compliance

Avenue Building Corporation does not provide transportation services as described in the Transportation Standard and therefore has no requirements under this section of the IASR. Avenue Building Corporation’s plan for meeting the requirements of the applicable sections of the IASR is presented below.

2013

Requirement: Emergency Procedure, Plans or Public Safety Information

Safety is a priority for Avenue Building Corporation and we strive to ensure that our facilities are safe for public visitors and employees. Our Health and Safety staff have accountability to prepare emergency procedures, plans or public safety information and the provision of this information in an accessible format or with appropriate communication supports, as soon as practicable, upon request. We maintain these procedures and we are striving to update and upgrade them in a timely manner.

Action Taken:

• Avenue Building Corporation undertook a review of emergency procedures at its facilities to ensure that we take into account the needs and requirements of persons with disabilities.

Requirement: Workplace Emergency Response Information

Where Avenue Building Corporation is aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.

Actions Taken:

• A protocol respecting Person’s Requiring Assistance in emergency, has been developed and trained to staff as part of our emergency preparedness procedures.
• An employee-wide communique was deployed to identify employees with disabilities requiring workplace emergency response assistance.
• Individualized workplace emergency plans have been prepared for employees who have disclosed a disability and who require accommodation.
• A process for communicating individual emergency response plans to Fire Wardens has been implemented.

Actions Planned:

• Review and revise Individualized workplace emergency plans on an ongoing and regular basis.

2014

Requirement: Accessibility Policies

The Avenue Building Corporation Accessibility for Ontarians with Disabilities Policy has been updated to include IASR requirements and an organizational statement of commitment to meet the accessibility needs of persons with disabilities in a timely manner.

Actions Taken

• All employees continually participate in AODA training.

Actions Planned:

• Continue to review policies to identify opportunities to integrate AODA and IASR requirements.

Requirement: Accessibility Plan

Avenue Building Corporation is committed to developing and implementing a multi-year accessibility plan to meet the requirements of the AODA and the needs of Avenue Building Corporation stakeholders with disabilities.

Actions Planned:

• Designate a person in our Human Resources / Health and Safety Staff to be responsible for diversity and accessibility as part of their work responsibilities.
• Review and update the Accessibility Plan regularly based on feedback from internal and external stakeholders.

Requirement: Procurement

Avenue Building Corporation will incorporate accessibility design criteria and features when procuring or acquiring goods, services or facilities. When it is not practicable to do so, an explanation will be provided upon request if it’s determined that incorporating accessibility criteria and features are not practical.

Actions Taken:

• When suppliers, contractors and subcontractors are bidding on projects, the RFP templates will include the following to address AODA procurement requirements:
  
  Avenue Building Corporation, through its obligations under the Ontarians with Disabilities Act, 2001 and the Accessibility for Ontarians with Disabilities Act, 2005, endeavours to meet the highest level of universal accessibility. All products and components proposed in response to any RFIQ are to meet or exceed the minimum standards for accessibility. Suppliers are solely responsible for familiarizing themselves with this legislation to ensure their proposed products and components meet or exceed the minimum standards for accessibility.

Requirement: Training

The Avenue Building Corporation is committed to implementing a process to ensure that all employees and third-party contractors who provide goods, services and facilities on the Avenue Building Corporation’s behalf, and persons participating in the development and approval of the Avenue Building Corporation’s policies, are provided with appropriate training as soon as practicable. Training content will include the requirements of the IASR and the Ontario Human Rights Code as it pertains to persons with disabilities.

Actions Taken:

• Continue to provide mandatory training for all new employees on the Customer Service Standard.

Actions Planned:

• Document and maintain a record of the training provided.
• To reduce the cost of training in a classroom style setting, in the near future, develop accessible e-learning template for AODA and online learning modules as they become practical to use in our facilities.

Requirement: Information and Communication Standards

Avenue Building Corporation is committed to making information and communications accessible to persons with disabilities. The information we provide and the ways we communicate are key to delivering our programs and services to the public. Avenue Building Corporation will incorporate new accessibility requirements under the information and communication standard to ensure that its information and communications systems and platforms are accessible and are provided in accessible formats that meet the needs of persons with disabilities.

Actions Planned:

• Develop guidelines and best practices for creating accessible documents and work with staff that create documents for public use to create web-ready, accessible documents at source.
• Ensure that all new e-services, websites and web content will meet WCAG 2.0 Level A standards at a minimum and are fully accessible to persons with disabilities.
• To continually improve accessibility of Avenue Building Corporation information and communications by conducting accessibility audits to identify accessibility barriers and striving for barrier removal.

Requirement: Employment Standards

Avenue Building Corporation is committed to creating an inclusive workplace and to ensure that accessibility for people with disabilities is included throughout the employment life cycle. Avenue Building Corporation has a strong organizational history of accommodating its employees with disabilities and creating an inclusive work environment.

Actions Taken:

Avenue Building Corporation has a workplace accommodation practice and a Work Safe program that includes processes and information on accommodating employees with disabilities.

Actions Planned:

• In the future all videos used in training will have a closed captioned feature to be used when required.
• Avenue Building Corporation will encourage people with disabilities to apply for employment and will ensure that accommodations are available upon request.
• Avenue Building Corporation shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes through their website.
• Avenue Building Corporation shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.
• Avenue Building Corporation shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
• Avenue Building Corporation shall provide the information required under this section to new employees as soon as practicable after they begin their employment.
• Avenue Building Corporation shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
• Avenue Building Corporation shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.

The process for the development of documented individual accommodation plans shall include the following element

1. An employee requesting accommodation can participate in the development of the individual accommodation plan.
2. An employee is assessed on an individual basis.
3. Avenue Building Corporation can request an evaluation by an outside medical or other expert, at Avenue Building Corporation’s expense, to assist in determining if accommodation can be achieved and , if so, how accommodation can be achieved.
4. An employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
5. All measures will be taken to protect the privacy of the employee’s personal information.
6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done will be as requested by either party.
7. If an individual accommodation plan is denied, the reasons for the denial will be provided to the employee in writing.
8. The individual accommodation plan, in a format that takes into account the employee’s accessibility needs due to disability, will be conducted based on the employee’s needs, in writing, as requested/required.
9. Avenue Building Corporation will implement a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work on an individual basis and shall document the process.
10. The return to work process will include and individualized accommodation plan.
    

• Update the job posting process and any public-facing careers website to include a commitment to provide accommodations in the interview process along with a procedure for requesting accommodations.
• Update the Work Safe Program to include policies, procedures, best practices and roles and responsibilities related to employment accommodation.
• Update the Workplace Accommodation commitment to include additional IASR requirements.
• Update the Employee Code of Conduct to include awareness of accommodation and inclusive employment practices at the Avenue Building Corporation.
• Develop an employment and accommodation awareness strategy that will assist the management and staff with identifying and removing employment accessibility barriers and understanding and accommodating various types of disabilities.
• Continue to ensure that employee’s individualized emergency protocols are reviewed on a regular basis.
• Update the Career Development and Advancement practices to include the accessibility requirements of the AODA.
• Continue to ensure all learning products and systems are WCAG Level AA compliant.

2015

Requirement: Accessible Formats and Communication Supports

The Avenue Building Corporation will, upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, in a timely manner.

Actions Planned:

• Continue to use the accessible feedback and request mechanism as a means for enabling people with disabilities to request accessible formats or communication supports.
• Develop a mechanism for fulfilling requests for materials in an alternative format or with communication supports.

2021

Requirement: Accessible Formats and Communication Supports

All internet websites and web content must conform to WCAG 2.0 Level AA.

Actions Planned:

• Conduct web accessibility audits on all existing websites and web content in order to determine an accessibility compliance roadmap and remediation plan.

6. Measuring Results

Accessibility Reports

Avenue Building Corporation will prepare a regular accessibility reports at least every two years. These reports will include how we have met our goals, commitments and the legislative requirements for that period, as laid out in this plan.

Reviewing Feedback

We will also monitor and evaluate any feedback we have received throughout the year related to accessibility. This information may be integrated into our accessibility reports. Any comments on our accomplishments and plans will be welcome and will be considered in our ongoing accessibility planning.

Revisions to the Multi-year Accessibility Plan

If through consultation, feedback and our own accessibility action and planning processes, we feel that the Multi-year Accessibility Plan needs revision, Avenue Building Corporation will update it to reflect these insights. We plan to make any revisions available on our website, and will be provided in alternate formats on request.

7. Feedback Welcome

We welcome your inquiries and feedback about accessibility and Avenue Building Corporation’s efforts at meeting the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standard and the Integrated Accessibility Standards Regulation.

Please contact us by:

Email kwatkins@avenuegroup.ca
Phone: 905-951-9990
Pick up a customer feedback form at our reception and return it by fax.
Fax: 905-951-3444

8. Appendices:

Appendix 1: AODA Integrated Accessibility Standards Regulation Requirements – text.

The following information describes the timelines for compliance with the AODA Integrated Accessibility Standards Regulation.

Please note that the word “section” followed by a number refers to the section number of the AODA Integrated Accessibility Standards Regulation.

General Requirements in 2012:

• Accessibility policies, section 3;
• Accessibility plans, section 4; and
• Procurement of goods, services or facilities, section 5.

General Requirements in 2013:

• Training, section 7.

Information and Communications Standard requirements in 2012:

• Emergency and public safety information, section 13;
• New internet and intranet websites and web content on those websites must conform with WCAG 2.0 level AA excluding live captioning and audio descriptions, section 14.

Employment Standard, requirement in 2012:

• Workplace emergency information, section 27.
  

Information and Communications Standard requirements in 2013:

• Accessible feedback process, section 11.
  
  

Employment Standard requirement in 2013:

• Recruitment sections 22-4;
• Employee accommodation sections 25, 26, 28;
• Employees returning to work section 29; and
• Performance management, career development and redeployment, sections 30-32.

Information and Communications Standard requirements in 2014:

• Accessible formats and communications supports, section 12.

Information and Communications Standard requirements in 2015:

• All Internet websites and web content on those sites must conform to WCAG 2.0 level AA, excluding live captioning and audio descriptions, section 14.

Information and Communications Standard requirements for 2020 and beyond:

• All Internet and intranet websites and web content must conform to WCAG 2.0 level AA, including live captioning and audio description. Content published prior to 2012 to be made available in an accessible format up on request. Section 14.

AODA_Customer_Feedback_Form_20170517.pdf

SAMPLE_AvenueBuildingCorp_Letter_Of_Employment_20170517.pdf