Accessibility Feedback Form
Catulpa Community Support Services is committed to providing excellent customer service and we appreciate feedback on how we provide support to Persons with disabilities. Our goal is to make sure we meet your expectations in all areas.
Did you encounter any barriers in the following areas?
All feedback will be processed by the Program Manager in accordance with Catulpa Community Support Services AODA.
Customer Service Standard and Guideline. We will provide a response to your concerns within ten (10) business days.
Accessibility Plan for Catulpa Community Support Services
This 2014-21 accessibility plan outlines the policies and actions that Catulpa Community Support Services will put in place to improve opportunities for people with disabilities.
Statement of Commitment
Accessible Emergency Information
- All employees/volunteers will complete the online Accessibility for Ontarians with Disabilities training. A certification of completion will be placed in the employees file.
- Training will be updated as required by the Ontario Integrated Accessibility Standards Regulation.
- All employees/ volunteers will read and practice Catulpa’s Standards and Guidelines pertaining to Accessible Customer Service Standards.
Information and communications
- Notify employees and volunteers about the availability of accommodations for applicants with disabilities in the recruitment process
- If an employee or new hire with a disability makes a request for accommodations, we will consult with the individual and determine the provision or arrangement of suitable accommodation in a manner that takes into account the employee’s accessibility needs due to a disability.
- Notify job applicants who have been invited to participate in a recruitment, assessment or selection process that, accommodations for disabilities are available/ consult with job applicant who request accommodations to support them during the process
Catulpa Community Support Services will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.
- Ensure existing standards and guidelines includes steps that we will take to accommodate an employee with a disability and to facilitate an employee’s return to work.
- Inform and review with current employees and new hires of policies and procedures supporting employees with disabilities.
Catulpa CSS will take into account the accessibility needs of employees with disabilities when reviewing performance management, career development and redeployment processes.
Design of Public Spaces
Tips to Accommodate People with Various Disabilities
People with physical disabilities
- Don’t touch items or equipment, such as canes or wheelchairs, without permission
- If you need to have a lengthy conversation with someone who uses a wheelchair or scooter, consider sitting so you can make eye contact (at the same level).
- If you have permission to move a person’s wheelchair, don’t leave them in a n awkward, dangerous, or undignified position, such as facing a wall or in the path of opening doors
- Openly communicate and respond to the Persons Served needs
- If you’re not sure about the best approach, just politelty ask about how to best communicate
Notification to Persons Served of Disruption to Services
- In the event of a planned or unexpected disruption to services or facilities for persons with disabilities, notify affected persons promptly via method best suited to their needs. This notice should include information about the reason for the disruption, its anticipated length and a description of alternative facilities or services, if available.
Depending on disruption, Catulpa may also post information on Facebook or website.
People with vision loss
- Vision loss can restrict someon’e ability to read, locate landmarks or see hazards. Some may use a guide dog
- When you know someone has vision loss, don’t assume the individual can’t see you. Many people who have low vision still have some sight
- Identify yourself when you approach and speak directly to the Persons Served
- Ask if they would like you to read any printed material out lound to them (for example, application or referral form)
- When providing directions or instructions, be precise and descriptive
- Offer your elbow to guide them if needed
- Let the individual know if you must leave them and when you will return
People who are deafblind
- An individual who is deafblind may have some degree of both hearing and vision loss. Many deafblind individuals will be accompanied by an intervener, a professional support person who helps with communication
- An individual who is deafblind is likely to explain to you how to communicate with them, perhaps with an assistance card or a note
- Speak directly to the Persons Served, not to the intervener
People with speech or language impairments
- Cerebral palsy, hearing loss or other conditions may make it difficult for a person to pronounce words or may cause slurring
- Don’t assume that a person with speech impairment also has another disability
- Whenever possible, ask questions that can be answered with “yes” or “no”
- Be patient. Don’t interrupt or finish the individual’s sentences
People who have learning disabilities/developmental disabilities
- Be patient-people with some learning disabilities may take a little longer to process information, to understand and respond
- Try to provide information in a way that takes into account the Person’s Served dsiabilitiey. For example, some people with learning disabilities find written words difficult to understand, while others have problems with math and numbers
- Don’t make assumptions about what a person can do
- Use plain language
- Provide one piece of information at a time
People who have mental health disabilities
- If you sense or know that an individual has a mental health disability be sure to treat them with the same respect and consideration you have for everyone else
- Be confident, calm and reassuring
- If an individual appear to be in a crisis, ask them to tell you the best way to help
How to interact with people who use assistive devices, and how to use any equipment that your organization provides to help customers with disabilities
- Don’t touch or handle any assistive device without permission
- Don’t move assistive devices or equipment, such as canes and walkers, out of the Persons Served reach
- Let the Person Served know about the accessible features in the immediate environment that are appropriate to their needs (e.g. public phones with TTY servfice, accessible washrooms, entry system to building, teletypewriter etc.
- Examples of assistive devices our agency might offer include: Lift, which raises or lowers people who use mobility devices, accessible interactive kiosk, which might offer information or services in Braille or through audio headsets, wheelchairs
How to interact with a person who has a guide dog or other service animal
- Remember that a service animal is not a pet. It is a working animal. Avoid touching them or addressing them
- If you’re not sure if the animal is a pet or service animal, ask the Person Served. We welcome people with disabilities and their service animals
How to support a person accompanied by a support person
- If you’re not sure which person is the Persons Served, just ask
- Persons Served may be accompanied by a support person such as a Mediator
- Support person can be a personal support worker, a volunteer, a family member or friend
- Support person may assist with a variety of things e.g. communicating, helping with mobility, personal care or medical needs