Accessibility Information

Multi-Year Accessibility Plan

Statement of Commitment

Community Living Huntsville is committed to providing a barrier-free environment for all the people to whom we provide supports and services and their families, as well as all employees, job applicants, suppliers, visitors, and other people who enter our premises and access our information. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (AODA) and all of the standards that apply to Community Living Huntsville.

Organization’s Purpose

Fostering inclusiveness for people to live, work, and play in unique and purposeful ways.

Accessibility Plan Purpose

The purpose of the Accessibility Plan is to identify and address accessibility issues in the community including locations owned/leased/operated by Community Living Huntsville.  The organization is dedicated to identifying and removing barriers that limit and restrict the ability of people with disabilities from fully accessing the community and organization locations. This plan will include barriers that have been identified and Community Living Huntsville intends to address, as well as methods to identify new barriers that may arise.

Methods and tools that may be used to identify accessibility barriers may include:

• Surveys to people affected
• People supported, families and staff identifying potential barriers and report to the leadership team
• Participation on Town of Huntsville’s Accessibility Advisory Committee
• Regular safety inspections of all Community Living Huntsville owned, leased, or operated sites
• Annual review of the Multi-Year Accessibility Plan

Customer Service

Community Living Huntsville is committed to providing accessible services and supports to people with disabilities.  Policies and procedures are in place which outline expectations of all organization representatives to ensure people with disabilities are treated with dignity, independence, and receive equality of opportunity.

Accessible Emergency Information

The organization is committed to providing the people supported and others with publicly available emergency information in an accessible format upon request.  The organization will also provide employees and people supported, who have disabilities, with individualized emergency response information when necessary.

Training

Community Living Huntsville provides training to new employees, volunteers and other community members as appropriate regarding the following:

• Integrated Accessibility Standards Regulations, detailing the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
• Accessibility Policies
• Accommodation Policies
• Serving Customers with Disabilities

The organization already provides training and following any changes to the organization’s accessibility policies and procedures, will provide updated training on the changes as soon as is practical.

Kiosks

The organization is not required to have a self-service kiosk.

Information and Communications

Community Living Huntsville is committed to meeting the communication needs of people with disabilities and will consult with the person to determine an alternative format that will remove the barrier to information and communications.

Website

The organization’s website and its content conform to WCAG 2.0, Level AA, as required by January 1, 2021.  During 2020 the organization launched a new accessible website.

Feedback

Community Living Huntsville provides various options to receive feedback, including:

• Communication in person at our main office, located at 99 West Road, Huntsville, Ontario
• By accessing our website
• Using simple language on feedback forms
• Mail
• Email

Public Information

Community Living Huntsville will ensure all publicly available information is made accessible upon request.

Employment

Community Living Huntsville is committed to fair and accessible employment practices, including:

• Accessible formats and communication supports for employees
• Established process for individual accommodation plans and return to work programs
• Accommodate people during the recruitment and hiring processes

Design of Public Spaces

Community Living Huntsville meets the Ontario Building Code Requirements and the Accessibility Standards for the Design of Public Spaces when building or making major modifications to its public spaces.  Organization public spaces include:

• Sidewalks and ramps
• Accessible off street parking
• Service counters and waiting areas

Approved by Community Living Huntsville’s Executive Director on December 30, 2020.

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Community Living Huntsville is committed to excellence in serving all our customers, including people with disabilities.

Assistive Devices

Community Living Huntsville will ensure that our staff are trained and familiar with assistive devices that may be used by people who are accessing our goods or services.

Communication

Community Living Huntsville will communicate with people with disabilities in ways that takes into account their specific communication needs.

Service Animals

Community Living Huntsville welcomes people with disabilities and their service animals. Service animals are welcome in any of our premises that are open to the public.

Support Persons

Community Living Huntsville welcomes people with disabilities and their support persons. Support persons are welcome in any of our premises that are open to the public.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Community Living Huntsville will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Community Living Huntsville will post service disruption notices at conspicuous places at the location affected and will endeavour to communicate personally with all people who receive services and/or their families. This could include telephone, email, notice on website, letter, etc.

Training for Staff

Community Living Huntsville will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

People in the following positions will be trained:

• All direct care employees
• Administration employees
• Supervisors
• Managers
• Executive Director
• Board of Directors
• Students
• Volunteers

This training will be provided to staff during agency orientation and/or when practicable after they are assigned applicable duties.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements
• Community Living Huntsville’s plan related to 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 support person
• How to use the equipment or devices available on-site (e.g. TTY, wheelchair lifts, etc.) that may help with providing goods or services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing Community Living Huntsville’s goods and services

Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Availability of Documents

Community Living Huntsville will make available any document required under the Accessible Customer Service Standard, Ontario Regulation 429/07 (O. Reg 429.07) within ten (10) business days of request. Please forward all requests of this nature to Community Living Huntsville’s Human Resources Department.

When providing documents required by O. Reg 429/07 to a person with a disability, Community Living Huntsville will do so in a format that takes into account the person’s communication needs.

Feedback Process

Customers who wish to provide feedback on the way Community Living Huntsville provides goods and services to people with disabilities are welcome to complete and submit the Accessibility Feedback Form located at reception at 99 West Rd. Alternatively, feedback is welcome via:

• In person
• Telephone
• Writing
• Email
• Community Living Huntsville website

All feedback will be directed to Human Resources. For feedback where the customer wishes to be contacted, Community Living Huntsville will respond within ten (10) business days – either in writing, in person, by e-mail or by telephone to acknowledge the receipt of feedback and to outline the action(s) to be taken.

Complaints will be addressed according to our organization’s complaint management procedures.

Modifications to This or Other Policies

Any policy of Community Living Huntsville that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Accessibility Compliance Report

Download our 2023 Accessibility Compliance Report.

Note: To request a copy of this report in an alternate format, please email info@clhuntsville.ca.

Accessibility Feedback Form

Community Living Huntsville is committed to providing accessible customer service. We welcome your comments to help us monitor and improve our services and your experiences.

If interested, please complete an Accessibility Feedback Form.