The Children’s Aid Society of London
and Middlesex is committed to providing excellent customer service in a way
that respects the dignity, independence, integration and equality of people
with disabilities. The Society will comply with the Human Rights Code, the
Accessibility for Ontarians with Disabilities Act (AODA), the Blind Persons’
Rights Acts well as regulations related to these acts. People with disabilities
will have the opportunity to access Society services so that they may benefit
from the same services, in the same place and in a similar way as any other
person.
Click here to access our Multi-Year Accessibility Plan
Communication
All
Board members, staff, care providers, volunteers and students are trained as to
how to interact and communicate with people with various types of disabilities.
The Society must also ensure that third parties (e.g. contractors, security
guard) have received training in this area to the extent that this may pertain
to their function.
Disruption in Service
Written notice of the disruption in services will be provided to people with disabilities by placing signs at all public entrances and service counters. This notice will include the reason for and the expected duration of the disruption, along with any available alternatives.
Telephone Services
The Society is committed to providing a fully accessible
telephone service to our clients, caregivers and children/youth. Any client
with a hearing or speech disability is invited to contact the Society via the
"Bell Relay Service" at 1-800-855-1155 or 711, or the "Rogers
Message Relay Service (MRS)" at 1-800-668-9286.
Assistive Devices
The
Society is committed to serving people with disabilities who use assistive
devices in order for them to benefit from its services. An assistive device is any
device designed, made, or adapted to assist a person to perform a particular
task (e.g. canes, walkers, wheel chairs, etc.). Every effort has been made, and will continue to be made, to ensure that
all premises operated by the Society are designed to support individuals who
require assistive devices (e.g. wheel chair ramps, elevators, etc.). All staff are expected to be familiar with
various types of assistive devices that may be used by service recipients, care
providers and children/youth with disabilities while accessing the Society’s services
and to offer support as may be required.
Additionally, staff will notify the Supervisor of Administration and
Facilities when circumstances that impact accessibility arise in the course of
performing their duties to enable the Society to improve accessibility.
Use of a Support Person
The Society welcomes to its various office locations, support people who accompany those with a disability. Due to the sensitive nature of the Society’s work, a support person is expected to sign a ‘Confidentiality Agreement- Support Person’ form. The staff person assigned to the family and/or child/youth will review this document with the support person and obtain their signature at the initial meeting.
Feedback Process
The Society encourages feedback about its accessibility, including customer service, website, employment practices, operations, etc. Feedback regarding the way in which the Society provides services to people with disabilities can be made, in person to the Supervisor with oversight of complaints, by mail, by email ([email protected]) or by telephone (519-455-9000). Anyone providing their written feedback can expect a response from the Society within seven business days.
Service Animals
The Society supports the use of service animals in assisting
visitors, service recipients, children/youth, care providers and volunteers
with physical, mental and/or sensory disabilities at all locations which are
open to the public. It is our legal obligation to ensure that individuals who
require the support of a service animal have the same access to our facilities,
premises, and services as others have (Human Rights Code, AODA, and Blind
Persons’ Rights Act). Visitors, service
recipients, children/youth, care providers, and volunteers attending Society
operated premises with a service animal will be provided entry with an
assumption that there is ‘legitimate’ need for the animal’s support until otherwise
established.
Definition of a Service Animal
A service animal is an animal that supports an individual to
perform a task or to self-regulate. Service animals that assist individuals
with a task have typically received specific training (e.g. seeing eye
dog). An evolving type of service animal
- an emotional support animal - provides comfort and security; however, they do
not typically have specific training. An emotional support animal does not
qualify as a service animal under the AODA. Given it is reasonable to expect that our service recipients may have
reliance on emotional support animals, the Society will make every reasonable effort
to accommodate emotional support animals provided:
· the criteria for clearance as established
below are satisfied; and,
· it is reasonable to believe that the animal
does not represent a significant risk of harm to others.
Excluded Animals
Animals
that are restricted through federal, provincial or municipal law are not permitted to be used as a
service animal. In the jurisdiction of
London and Middlesex the following restrictions are in force:
·
The Ontario Dog Owners’ Liability Act (2005)
places restrictions on specific canines (Staffordshire bull terrier, American
Stafford terrier, the American pit bull terrier, and any dog that sufficiently
resembles these breeds that it could be mistaken as a pit bull). A ban can also
be imposed on canines that pose a threat to people (e.g. any dog that has
bitten a person in the province could potentially be declared dangerous);
·
City of London, By-law PH-3-17015 (first
passed on April 18, 1995 and last reviewed October 17, 2017) stipulates that
the keeping of Class 1 (cows, donkeys, goats, horses, mules, pigs (swine) of
all species including hybrids, ponies and sheep) and Class 2 (chickens, geese,
turkeys, ducks and any domestic fowl) animals is prohibited within the
municipal boundaries of the City of London. Venomous snakes, lizards and spiders as well as Class 7 animals (any
animal of a type that is normally found in a wild and natural state, whether or
not it has been bred and/or raised in captivity (e.g. monkey, racoon, weasel,
etc.)) are also prohibited within the municipal boundaries of the City of
London. Additionally, length restrictions are imposed on reptiles (all snakes
must be under 24 inches/60.96 cm. and all lizards under 12 inches/30.48 cm.)
within the municipal boundaries of the City of London.
Criteria for Clearance of Service Animals on Premises
Whenever
feasible, proactive planning in advance of scheduled appointments or visits
within the office setting and
communication with support services (e.g. reception, security, family visiting)
is required to support excellence in service delivery. At first opportunity, the staff assigned to
provide services (e.g. protection services, resources, kinship, volunteer,
human resources, etc.) will engage with the service recipient, care provider or
volunteer requiring the service animal with a view to verify their need for the
service animal. The following criteria will be applied:
·
the animal is easily identifiable as relating
to a specific disability (e.g. vested seeing eye dog);
·
the owner is able to provide documentation
from a regulated health professional (e.g. audiologist, speech language
pathologist, chiropractor, nurse, occupational therapist, optometrist,
physician, physiotherapist, psychologist or mental health professional); or
·
the owner is able to provide an identification
card from the Ontario Ministry of the Attorney General for people who are blind
and use guide dogs.
Given
the nature of the Societies’ services in which children and adults on premises
may have incidental contact with a service animal permitted on site, the involved
worker will also request proof of vaccination history (Health Protection and
Promotion Act, R.R.O. 1990, Reg. 567 stipulates that dogs, cats and ferrets
are required to be vaccinated for rabies by 3 months of age and revaccinated by
the date specified in the certificate of immunization).
Upon
satisfaction that the above criteria are met, the individual’s service animal
will be cleared to be on premises provided:
·
the service animal is contained under the
control of the owner and is kept in close proximity to the owner at all times (e.g.
dogs are always leashed and accompany the owner); and
·
the service animal is obedient and responsive
to commands.
Once
a service animal is approved to be on premises, request for removal of a
service animal may only be
considered when:
·
the service animal is disruptive and the person with the service animal is not effectively controlling it; and/or,
·
the service animal’s presence, behavior or
actions pose an unreasonable or direct threat to property or the health or
safety of others.
Risk
may not be remote or speculative, such as thinking an animal might bite someone
or will annoy others.
NOTE: Any and
all incidence involving an animal bite (regardless of species type) must be
reported to the Health Unit for investigation. Proof of vaccination history for a dog, cat or ferret will be required
by the Health Unit from the service animal owner within 10-days of such
incident.
Competing Needs/Rights
Allergies
and animal related fears of individuals who may be impacted by the service animal’s
presence will need to be negotiated. The
Society will make accommodations, as may be required, to address and mitigate such
competing needs/rights including but not limited to differential use of space. Allergies or a fear of animals are generally
not sufficient conditions to exclude a service animal; however, in rare cases,
a person’s allergy or phobia may be so severe that the presence of an animal
prevents them from performing their work-related duties or participating in
their own service. In these situations, the affected person may request an
accommodation, such as keeping the animal and the affected person separate as
much as possible. Accommodations may be arranged with the Director of Human
Resources or through the inclusion of a Supervisor or Service Director in
solution focused dialogue.
When
on duty, service animals are working animals.
The animal’s personal space should be respected. To support this, staff should redirect
individuals who may attempt to engage/pet the service animal. It is anticipated
that the individual with the service animal will do the same.