Our Procedure

1.1 Communication.

We communicate with people with disabilities in ways that consider their disabilities. We train staff who communicate with customers on how to interact and communicate with people with various types of disabilities. We can communicate with customers by email, fax, or letter if telephone communication is not suitable to their communication needs or is not available. The Chief Operating Officer will provide such documents requested in a format that considers the person’s disability.

1.2 Telephone services.

We are committed to providing fully accessible telephone service to our customers. We train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. HomeCARE Connection provides a telephone number on the website for all customers, including persons with disabilities who want to respond with customer service feedback.

1.3 Assistive devices.

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. Staff are trained on how to interact with persons, who require an assistive device and devices available to help provide service or support to a person with a disability. Service recipients are permitted to keep their assistive devices with them while accessing the services unless the client or others’ health and safety are at risk or where there is a risk of damage to any person or property.

1.4 Documentation and Billing.

All published documents can be made available in hard copy, large print and email if required. We are committed to providing invoices in many formats to all our clients’ e.g., hard copy, large print, email etc. We will answer any questions clients may have about the content of the invoice in person, by telephone or email. We are committed to providing accessible invoices to all our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email or large print email. All documents relating to Accessibility Standards are available to customers/clients when requested HomeCARE Connection provides notice in the client welcome package that the documents required by the provincial Accessibility Standards for Customer Service are available upon request (if applicable).

1.5 Use of service animals and support persons.

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will also ensure that all staff, volunteers, and others dealing with the public are professionally trained in how to interact with people with disabilities who are accompanied by a service animal. Any person with a disability who is accompanied by a support person will be allowed to enter HomeCARE Connection’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

HomeCARE Connection will:

Not touch a service animal without permission
Not offer food or treats to service animals

Clients will:

Ensure the service animal is kept in control at all times and is well behaved.
Ensure the service animal is not a threat to health and safety.
Ensure that the service animal has up-to-date immunizations.

1.6 Notice of temporary disruption.

HomeCARE Connection provides customers with notice in the event of a planned or unexpected disruption in services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. When possible, disruptions that are known in advance will be posted on all communication boards.

1.7 Emergency Procedures.

In the event of an emergency, HomeCARE Connection management shall enact their Emergency Response Plan. The plan will include aspects of communicating and assisting staff and visitors with a self-disclosed accessibility challenge and a higher level of priority. Staff members who require assistance during emergency situations are asked to voluntarily advise their manager of their requirements, at time of hire or when a requirement for assistance is known, to safely evacuate the facility. Individual plans are to be created, and copies of the same are to be kept confidential and will only be shared with consent to the Health and Safety Committee.

1.8 Reporting.

HomeCARE Connection will file the Accessibility Compliance Report as per government requirements. The status of the Multi-year Accessibility Plan can be seen here.

1.9 Training for HomeCARE Connection Staff.

HomeCARE Connection provides training to all employees, volunteers and others who deal with the public. Accessibility Customer Service training will be provided to all HomeCARE Connection staff, including managers, supervisors, administrative staff and field staff, all full-time and part-time staff, and all volunteers. Training is to be provided on an ongoing basis to address legislative changes and reflect changes in our policies. Records of Training will be kept by the Human resources Coordinator, including the training dates and the training program’s content. Training will include the following: HomeCARE Connection staff and volunteers provide services, and staff and volunteers will be trained upon hire and as changes occur to the policies, procedures, and practices.

The training includes:

Policy and procedures relating to Accessibility Standards for Customer Service.
Interacting and communicating with a person with various disabilities.
Procedures to follow when a person with a particular disability is having difficulty accessing service.
How to interact with persons who require an assistive device, service animal or support person.
How to use or obtain the necessary training on equipment or assistive devices available to help provide service or support to a person with a disability.
What to do if a person with a disability is having difficulty in accessing HomeCARE Connection‘s services.
Those involved in policy development will receive additional training about providing goods or services to the public.
This training will be done as part of our mandatory training program each year. For all staff members that join our team after this point, this training will be provided within their new-hire training classes. Ongoing training will be provided with respect to any changes to HomeCARE Connection’s policies, practices, and procedures.

1.10 Feedback.

HomeCARE Connection is committed to providing exceptional customer service. We appreciate feedback from our clients and staff, especially related to the way we provide services to people with disabilities. All feedback should be directed to our management team in the method most preferred by the client or staff.

Feedback Process

If you have a question, issue, or complaint, please get in touch with us using one of the methods below:

• Phone: 888-8076095

• Fax: (416) 479-8330

• Email: HR@homecreconnection.ca

• Mail: HomeCARE Connection – Attn: Human Resources
170 Ridge Street,
N7G 0G9
Strathroy, Ontario

References

• Accessibility for Ontarians with Disabilities Act, 2005

• Ontario Regulation 429/07

• About the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

We welcome your feedback on your experience. Email us at [email protected] with any questions or comments you have.