Osler Bluff Ski Club (“the Club”) is committed to excellence in serving all individuals including people with disabilities.
 

The purpose of this Accessible Customer Service Policy is to fulfill the requirements set out in Part IV.2 of Regulation 191/11 (formerly Regulation 429/07) of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and to establish a policy for the Foundation that governs the provision of its services to persons with disabilities.
 

These policies and procedures apply to all services that are delivered by the Club in the Province of Ontario, by any means including, but not limited to, services in person, by telephone, electronically, by mail, visually, orally or by written means.
 

The policy applies to the Club, its staff, volunteers (if any) and any authorized representatives who provide services and or deal with members and/or guests, on behalf of the Club in the Province of Ontario.
 

For the purposes of this Policy and the Integrated Accessibility Standards Policy, the terms below are defined as follows:

“Accessible formats” may include, but not limited to, large print, recorded audio and electronic formats, Braille, and other formats usable by persons with disabilities.

“Accommodation” means the arrangements made, or assistance provided, so that persons with disabilities can participate in an experience available to persons without disabilities, subject to reasonable limits prescribed by the Ontario Human Rights Code.

“Communication supports” may include, but are not limited to, captioning, alternative and augmenting communication supports, plain language, and any other supports that facilitate effective communications.

“Assistive Devices” means devices used by persons with disabilities in order t allow equal opportunity and access to particular activities or services, as well as devices required for maintenance of a person’s health and well-being, including but not limited to walkers, wheelchairs, white canes, note-taking devices and personal oxygen tanks to assist breathing.

“Disability” means,

• Any degree of physical disability, infirmity, malformation or 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 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 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.

“Service Animal” means an animal that is required by a person with a disability, for reasons relating to the disability.

“Undue Hardship” means the point at which the challenges to accommodate a person with a disability become so great that they are prohibitive. The Ontario Human Rights Code provides that whether individual has been accommodated to the point of undue hardship is determined by considering cost, outside sources of funding and health and safety requirements.
 

The Club is committed to delivering all of its services in a manner that respects the dignity, individuality and independence of persons with disabilities. The Foundation undertakes to ensure that individuals with disabilities are given equal access to opportunities to obtain, use and benefit from its services. As much as possible, such services will be integrated with the services that the Club delivers to all of its members and guests, unless alternative measures are necessary. As such, the Foundation shall meet its duties and responsibilities under the AODA by adhering to the following principles and practices:
a. Assistive devices
The Club recognizes that persons with disabilities may require the use of assistive devices. As such, the Club will take all reasonable measures to ensure that its premises are conducive to the use of such devices. Club staff will make all necessary accommodations, up to the point of undue hardship on the Club, to enable clients to use assistive devices as required to access its services. Further, the Club staff will be trained and familiar with various devices that may be used by members and guests with disabilities while accessing its services.
 
b. Communication
The Club recognizes the persons with disabilities may have special requirements in terms of communications. The Club undertakes to communicate with persons with disabilities in ways that take into account their disability.
 
c. Service Animals
The Club allows service animals on the parts of its premises that are open to members, guests and staff and in all situations where a person with a disability requires the service animal to access the Club’s services, unless the animal is excluded by law from the premises. The Club will also be sensitive to any accommodations that may be necessary as a result of the use of a service animal.
 
When Club staff cannot easily identify that an animal is a service animal, staff may ask a person to provide documentation (letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
 
A service animal can be easily identified through visual indicators such as when it wears a harness or a vest or when it helps the person perform certain tasks.
 
A regulated health professional is defined as a member of one of the following Colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

d. Support persons
The Club is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter any of the Club’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on the Club’s premises.
 
e. Notice of temporary disruption
The Club will give notice of temporary disruptions to services or facilities used by persons with disabilities in order to obtain, use or benefit from its services. Such notice with include the reason(s) for the disruption, the anticipated duration of the disruption and a description of alternative facilities, if any, that will be available during the disruption. The notice shall be posted at a conspicuous place at the office and on the Club’s website when appropriate. When the disruption is planned, advanced notice will be provided. Where the disruption is anticipated to affect individuals with visual or written comprehension impairments, steps will be taken to notify these individuals in a manner appropriate to their needs.
 
f. AODA Training
The Club will provide training to employees and volunteers (if any) who deal with the public or other third parties on its behalf and all those who are involved in the development of customer service policies, practices and procedures. Such training will be provided to each person as soon as practicable after he or she is assigned the applicable duties, and on ongoing basis in connection with any changes in the law, policy, practices and procedures related to the provision of services to persons with disabilities.
 
The Club will ensure that the format for AODA training is accessible and available in multiple formats including, but not limited to online training modules, and other formats as may be required. The Club will be records of such AODA training provided, including the dates on which training is provided and the number of individuals to whom it is provided.
 
g. Feedback process 
Persons who wish to provide feedback on the way the Club provides services to people with disabilities can direct feedback to the office mail, by phone at 705-445-4507 ext. 247 or by email at [email protected]. Persons can expect to receive a response within ten (10) business days.
 
h. Availability of this Policy
This policy and Integrated Standards Policy are available on the Club’s website. If a person with a disability requests a copy of this policy, the Club will deliver the policy in a format that takes into account the person’s disability.
 
i. Modifications to this or other policies
Any Club policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
 

The Club strives to ensure an accessible environment for all persons with disabilities and will continue to build upon and improve its practices, in addition to ensuring that it meets the accessibility needs of persons with disabilities in a timely manner, consistent with the specific requirements of the AODA and its regulations.
 
This policy will be implemented in accordance with the time frames established by the Integrated Accessibility Standards Regulations (IASR), O. Reg. 191/11.
 

The Club will develop, maintain and document an Accessibility Plan outlining the Foundation’s strategy to prevent and remove barriers and to meet its requirements under the IASR.
 
The Accessibility Plan will be reviewed and updated at least once every five years. Upon request, the Club will provide a copy of the Accessibility Plan in an accessible format.
 

The Club will ensure that if provides the appropriate training on the requirements of the accessibility standards referred to in the IASR and will provide training on the Human Rights Code as it pertains to persons with disabilities to:

• All its employees and direct service volunteers (if any);
• All persons who participate in developing the Club’s policies; and,
• All other persons who provide good, services or facilities on behalf of the Club.

The training will be appropriate to the duties of the employees and other persons referred to above.

Employees will be trained when changes are made to this Policy. New staff will be trained upon commencement of employment.
 
The Club will keep a record of the training it provides.
 

Feedback – the Club will continue to ensure that tis process for receiving and responding to feedback is accessible to people with disabilities by providing, or arranging for the provision of, accessible formats and communication supports upon request.
 
Accessible Formats and Communications Supports – Upon request, the Club will provide, or will arrange for the provision of, accessible formats and communications supports for persons with disabilities in timely manner that takes into account the person’s accessibility needs due to a disability.
 
The Club will consult with the person making the request when determining the suitability of an accessible format or communication support.
 
The Club will also notify as necessary the members of the public who may contact it about the availability of accessible formats and communication supports.
 
Accessible Websites and Web Content – The Club shall make its internet website and web content conform with the World Wide Web Consortium Web Accessibility Guidelines (WCAG) 2.0 initially at Level A and increasing to Level AA in accordance with the IASR.
 

1. Recruitment 
The Club will notify its employees, members and the public, about the availability of accommodation for applicants with disabilities in its recruitment process.
 
2. Recruitment, Assessment or Selection Process
The Club will notify job applicants, when individually selected for further participation in an assessment or selection process, that accommodation is available upon request in relation to the materials or processes to be used.

If the selected applicant requests accommodation, the Club will consult with the applicant and provide, or arrange the provision of, suitable accommodation in a manner that considers the applicant’s accessibility needs due to a disability.
 
3. Notice to Successful Applicants
When making offers of employment, the Club will notify the successful applicant of its policies for accommodating employees with disabilities.
 
4. Informing Employees of Supports
The Club will inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability. This information will be provided to new employees as soon as practicable after commencing employment.
 
5. Accessible Formats and Communication Support for Employees
Upon request from an employee with a disability, the Club will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other employees.
In determining the suitability of an accessible format or communication support, the Club will consult with the employee making the request.
 
6. Workplace Emergency Response Information
If the Club is aware of the need for accommodation due to an employee’s disability, the Club will provide individualized workplace emergency response information if the disability is such that individualized information is necessary. The Club will provide this information as soon as practicable upon becoming aware of the need for accommodation.
 
Where the employee requires assistance, the Club will, with consent of the employee, provide the workplace emergency response information to the person designated by the Club to provide assistance to the employee.
 
7. Documented Individual Accommodation Plans
The Club shall put in place a written process for developing individual accommodation plans for employees with disabilities when required.
 
If requested from an employee with a disability, information regarding provided accessible formats and communication supports will also be included in individual accommodation plans.
 
In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.
 
8. Return to Work Process
The Club will maintain a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodation in order to return to work.
The return-to-work process will outline the steps that he Club will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
 
This return-to-work process will not replace or override any other applicable return to work process created by or under any other statute i.e. the Workplace Safety and Insurance Act, 1997.
 
9. Performance Management, Career Development and Advancement and Redeployment
The Club will continue to take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement, or when redeploying employees.
 

The Club will be committed to designing public spaces which it owns in the Province of Ontario that are free from barriers and accessible to all persona it services in accordance with these standards. The Club will comply with the applicable standards with respect to public spaces that are newly constructed or redeveloped, including:

• Outdoor public eating areas
• Outdoor play spaces
• Exterior paths to travel
• Accessible parking
• Service-related elements, such as service counters and waiting areas.

 
 

The goal of the Accessibility for Ontarians with Disabilities Act, 2005, is to make Ontario accessible to people with disabilities by 2025. The Accessibility Standards for Customer Service have been creased to ensure that goods and services accessible to all Ontarians and that persons with disabilities are treated with respect, dignity and equality.
 

The Osler Bluff Ski Club is committed to diversity, inclusion and accessibility in everything we do.  In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”), the following procedures and practices are guided by the fundamental principles of the Customer Service Standard.

This policy applies to all employees who work with the public or other third parties.
 

The objective of this policy is to provide a framework to all employees to ensure The Osler Bluff Ski Club achieves service excellence for people with disabilities. The Osler Bluff Ski Club is committed to providing a respectful, welcoming and inclusive environment to all individuals.
 

The Osler Bluff Ski Club will make reasonable efforts to ensure that this policy and related practices and procedures are consistent with the following outlined Customer Service Standards:

1. Communication
When communicating with persons with a disability, we will take into account the individual’s needs and circumstances. Osler Bluff Ski Club employees will be trained on how to interact and communicate with people with various types of disabilities in order to ensure we provide responsive and effective communication.
 
2 Telephone Services
We are committed to providing fully accessible telephone services to all individuals we deal with. We will train employees to communicate over the phone in clear and plan language and to speak clearly and slowly. If telephone communication provides a barrier, we will be able to communicate in writing, e-mail or by other electronic means.
 
3 Assistive Devices
We are committed to assisting individuals with disabilities who use assistive devices. Our employees will be trained to ensure they are familiar with various assistive devices that may be used by individuals.
 
In the event that an individual with a disability is unable to access what they need, we will make our best efforts to accommodate the person by offering the use of another assistive device or attempt to deliver what they need in a different way.
 

We are committed to welcoming individuals with disabilities who are accompanied by a service animal. We will ensure our employees are trained on how to interact with people who are accompanied by service animals.

We are committed to welcoming individuals with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person will be able to access our offices with his or her support person. When addressing a person with a disability who is accompanied by a support person, employees will communicate directly with the person with a disability.
 

The Osler Bluff Ski Club will provide individuals with notice in the event of a planned or unexpected disruption in the offices usually used by individuals with disabilities. Notice of the disruption will be provided as soon as reasonable possible or in advance in case of a planned disruption.
 

The Osler Bluff Ski Club will ensure that all employees who interact with the public will receive AODA Customer Services Standard Training that is consistent with the requirements of Ontario 429/07. Training will also be provided on an ongoing basis whenever changes are made to this policy to ensure this policy is being followed at all times.

Training will include the following:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
• How to interact and communicate with people with various types of disabilities.
• How to interact with individuals with disabilities who use an assistive device or require the assistance of a service animal or a support person.
• How to use equipment or assistive devices available or otherwise provided by The Osler Bluff Ski Club to help an individual with a disability.
• What to do if an individual with a disability is having difficulty in accessing The Osler Bluff Ski Club’s public information.
• On Osler Bluff Ski Club’s current policies, practices and procedures relating to the Customer Services Standard.

The Osler Bluff Ski Club welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

• Website,
• By request through the Club’s Administrative staff

Customers who wish to provide feedback on the way The Osler Bluff Ski Club provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

• letter,
• email,
• or verbally through the Club’s Administrative staff

All feedback, including complaints, will be handled in the following manner:

1. Feedback will be directed to Karen Murphy, Manager, People and Culture at [email protected]. Complaints will be addressed accordingly.
2. Customers can expect to hear back in ten (10) business days.
3. The Osler Bluff Ski Club will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Any policy of The Osler Bluff Ski Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 
 
Updated June 2023