The Accessible Customer Services Policy applies to all employees, students, volunteers or other third parties who act on behalf of SickKids Foundation.
SickKids Foundation (hereafter referred to as “Foundation”) is committed to excellence in serving all visitors, callers and donors including people with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act and the associated regulations, the Foundation will make reasonable effort to ensure that goods and services are accessible and are provided in manner that respects the dignity and independence of all people, including, but not limited to:
when communicating with a person with a disability, employees will do so in a manner that takes into account the person’s disability;
persons with disabilities may use assistive devices, support person and/or service animals in the access of Foundation’s goods and services. People accompanied by service animals are responsible for the care and supervision of their service animals; and
providing people with disabilities the same opportunities to access our goods and services, allowing them to benefit from the same services, in the same place and in a similar way, as other people.
Where goods and services provided by the Foundation involve accessing SickKids Hospital, we will adhere to the SickKids Hospital policies, procedures and practices as it relates to accessible services.
SickKids Foundation will provide training to all employees on accessible customer service and the Training will be incorporated into the Foundation’s onboarding process for new employees.
The training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
SickKids Foundation’s accessible customer service plan;
How to interact and communicate with people with various types of disabilities;
How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
What to do if a person with a disability is having difficulty in accessing SickKids Foundation’s facilities or services; and
The reporting process of an accessibility concern or complaint.
Staff will also be trained when changes are made to SickKids Foundation’s accessible customer service plan. The foundation will maintain a record of training that includes the dates training was provided and the number of employee who attended.
Notice of Disruption of Services
The Foundation will provide notice of disruption to our services by posting the information on our website and at the 14th Floor Reception area. The notice will include the following: the reason for the disruption, anticipated duration, alternative facilities or services, if available.
Feedback and comments from the public are welcome. Feedback about the delivery of goods and services may be given by telephone, in person, by speaking with your Foundation representative or by contacting the Foundation’s general inquiries line. Feedback can also be provided in writing directly to:
Associate Director, Public Affairs at email@example.com.
All feedback will be reviewed and responded to accordingly.
Copies of the Policy
A copy of the policy will be provided upon request. When requested, the Foundation will make the policy available in alternative formats that take into account the requestor’s accessibility needs.
The Accessibility for Ontarians with Disabilities Act, 2005 uses the Ontario Human Rights Code definition of “disability”, which includes physical, mental health, developmental and learning disabilities. A disability may be visible or non-visible, as follows:
Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and (...) includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, 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 development disability,
- A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
Degree to which persons with disabilities can access a device, service or environment without barriers. Accessibility is also a process – it is the proactive identification, removal and prevention of barriers to persons with disabilities.
Any auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).
Persons with Disabilities
Individuals that are afflicted with a disability as defined under the Ontario Human Rights Code.
Any animal individually trained to do work or perform tasks for the benefit of a person with a disability.
Any person whether a paid professional, volunteer, family member or friend that accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to goods or services.