ECOH’s Multi-year Accessibility Policy & Plan

The 2014-21 accessibility plan outlines the policies and actions that ECOH put in place to improve opportunities for people with disabilities. The Multi-year Accessibility Plan shall be reviewed and updated every three years to reflect ECOH’s accomplishments, identify any outstanding or emerging accessibility barriers, and maintain compliance with applicable accessibility legislation.

The Ontarians with Disabilities Act (ODA), 2001 requires agencies to implement a public Accessibility Policy. This policy shall be reviewed at least every three years and updated as required to reflect changes in legislation, organizational practices, procedures and accessibility requirements. The Accessibility for Ontarians with Disabilities Act (AODA) was enacted in 2005, yet the ODA remains in force until the ODA has been repealed. ECOH meets requirements of the AODA, including requirements for an Accessibility Policy and Plan under the ODA.

1. Statement of Commitment

ECOH is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and shall do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

2. Customer Service Standard

Status: Complete/ongoing

ECOH has developed policies to comply with Regulation 429/07 of the AODA – Accessibility Standards for Customer Service. Regulation 429/07 sets out guidelines for preventing and removing barriers to accessibility to improve the customer services of agencies. Regulation 429/07 required private organizations to comply with the Customer Service Standard as of January 1, 2012.

ECOH is committed to excellence in serving all customers including persons with disabilities. Customer/client service policies are in practice as required by the Accessibility for Ontarians with Disabilities Act, 2005. ECOH’s Accessible Customer Service Policy outlines our commitment to accessibility and status of achievements for each area of the Customer Service Standard. Please click here to access ECOH’s Customer Service Policy, which is also available in an accessible format upon request.

3. Customer Service Achievements

ECOH has achieved the following requirements of the Customer Service Standard of the AODA:

Status: Complete

ECOH has created and put in place a customer service plan that:

  • Considers a person’s disability when communicating with them.
  • Allows assistive devices in the workplace (wheelchairs, walkers, oxygen tanks, etc.).
  • Allows service animals on premises.
  • Welcomes support persons.
  • Lets customers/clients know when accessible services are not available.
  • Allows customers/clients to provide feedback.
Status: Complete

ECOH has trained employees on accessible customer service and has created an ongoing process to train new employees with regards to the customer service standard.

Status: Complete

ECOH has put the customer service plan in writing and shall make the plan available to the public and ECOH employees. The plan can be accessed here. The plan is available in accessible formats, upon request.

Status: Complete/ongoing

ECOH has reported ECOH’s progress by filing an accessibility report with the Minister of Community and Social Services. ECOH shall comply with the customer service standard by filing an accessibility report on an annual basis.

4. Workplace Emergency Response Information

ECOH is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We shall also provide employees with disabilities with individualized emergency response information when necessary.

Status: Complete

ECOH shall create a process for documenting accessibility issues for employees and for documenting individualized workplace emergency response information, to comply with the AODA Employment Standard: Workplace Emergency Response Information by January 1, 2012.

ECOH shall provide all existing employees individualized Employee Emergency Information Worksheets to document emergency plans for those with accessibility issues in the event of an emergency. ECOH shall provide all employees with accessibility issues in emergencies individualized workplace emergency response plans.

Status: Complete/ongoing

ECOH is committed to maintaining a safe workplace for all employees and shall continue to document workplace emergency plans, and revise and review existing emergency plans, for employees requiring assistance with accessibility in the event of an emergency. ECOH shall review the emergency response information when:

  • The employee changes work locations.
  • We review the employee’s overall accommodation needs.
  • We review our organization’s emergency response policies.

5. Training Requirements

ECOH provides training to employees as it relates to people with disabilities. According to Service Ontario, AODA training does not expire however, AODA training will be required should the building undergo restructuring or if there is a significant change to our business. Training shall be provided in a way that best suits the duties of employees. ECOH takes the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:

Status: Complete

Deliver training to all HR employees that provides training on:

  • The IASR requirements that apply to ECOH.
  • What you must do under the Ontario Human Rights Code (related to disabilities).

ECOH Provides training to:

  • all employees including paid and unpaid positions;
  • anyone who is involved in developing your organization’s policies, including managers, senior leaders, directors and owners, and;
  • anyone who provides goods, services or facilities on your behalf, such as facilities management and contact centres.

Training Records

All employee’s AODA training records are retained and show who was trained and when.

6. Information & Communications Standards

To comply with the AODA Customer Service Standard, ECOH shall put into place an accessible feedback process found here to receive and respond to feedback from customers/clients and members of the public who have a disability. ECOH shall make the feedback process available to the public and shall be available in accessible formats upon request.

Status: Complete/ongoing

ECOH shall take the following steps to ensure existing feedback processes are accessible to employees with disabilities upon request by January 1, 2015:

  • Create a feedback process to receive and respond to feedback from our employees.
  • Make the feedback process accessible in multiple formats, such as telephone, email, mail, and in-person.
Status: Ongoing

ECOH is committed to meeting the communication needs of people with disabilities. We shall consult with people with disabilities to determine their information and communication needs.

ECOH shall take the following steps to make all new public websites, significantly refreshed websites and any web content on those sites conform with WCAG 2.0, Level A by January 1, 2014:

  • Provide text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, Braille, speech, symbols or simpler language.
  • Make all functionality available from a keyboard.
  • For any moving, blinking or scrolling information that (1) starts automatically, (2) lasts more than five seconds, and (3) is presented in parallel with other content, provide a
    mechanism for the user to pause, stop, or hide it unless the movement, blinking, or scrolling is part of an activity where it is essential; and
  • For any auto-updating information that (1) starts automatically and (2) is presented in parallel with other content, provide a mechanism for the user to pause, stop, or hide it or to control the frequency of the update unless the auto-updating is part of an activity where it is essential.

ECOH shall take the following steps to make all public websites and web content on those sites conform with WCAG 2.0, Level AA by January 1, 2021:

  • Distinguishable content-Make it easier for users to see and hear content including separating foreground from background.
  • Navigable content-Provide ways to help users navigate, find content, and determine where they are.
  • Readable text content- Make text content readable and understandable.
  • Predictable- Make Web pages appear and operate in predictable ways.
  • Input assistance- Help users avoid and correct mistakes.
Status: Ongoing

ECOH shall take the following steps to ensure all publicly available information is made accessible upon request by January 1, 2016:

  • Let the public know that we shall make information accessible upon request.
  • Consult with people who request accessible information to figure out how to meet their needs, as soon as possible.

7. Employment Standard – Recruitment

Status: Complete

ECOH is committed to fair and accessible employment practices. We have taken the following steps to notify the public and staff that, when requested, ECOH shall accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

  • Notify applicants that we shall accommodate disabilities during the selection process.
  • When an applicant requests accommodation, consult with them and make adjustments that best suit their needs.
  • Notify successful applicants of our policies for accommodating employees with disabilities.

8. Information For Employees

Status: Complete

ECOH has taken the following steps to ensure employees know about our organization’s policies for supporting employees with disabilities. By January 1, 2016, we shall:

  • Ensure our staff know about our organization’s policies for supporting employees with disabilities.
  • Informs our employees about these policies when:
    • this requirement comes into effect for ECOH,
    • when we hire new employees; and
    • when we change the policies.

9. Processes To Accommodate Employees

Status: Ongoing

ECOH shall 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. By January 1, 2016, we shall:

  • Develop individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.
  • Outline the steps we shall take to help our employees return to work when they have been absent because of a disability, and when they require some form of disability-related accommodation to return to work.
Status: Ongoing

ECOH shall take the following steps to ensure the accessibility needs of employees with disabilities are considered it ECOH is using performance management, career development and redeployment processes. By January 1, 2016, we shall:

  • Make performance management accessible by:
    o Reviewing our employees’ accommodation plans to understand their needs and see whether we need to adjust to help them succeed.

    • Making performance management documents, such as performance plans, available in accessible formats, such as large print, when asked, and
    • Providing feedback and coach your employees in a way that is accessible to them, such as using plain language for an employee who has a learning disability.
  • When we provide career development opportunities, consider what accommodations your employees with disabilities may need to:
    • learn new skills, or;
    • take on more responsibilities in their current position;
    • consider what we could do to help our employees with disabilities succeed in other positions in our organization when they change jobs.

10. Design of Public Spaces

Status: Complete

ECOH shall meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to its public spaces and waiting areas. In the event of a service disruption, we shall notify the public of the service disruption and alternatives available.

Contact Information

For more information, questions, or concerns regarding accessibility at ECOH or to request communication in an accessible format, please contact:

Patricia Cavallari, CHRL

Vice President, Human Resources & Administration.

Phone: (905) 795-2800

Email: pcavallari@ecoh.ca