Purpose
The Heart and Stoke Foundation is committed to excellence in serving our supporters (volunteers, donors, and staff). We are committed to giving people with disabilities the same opportunity to access our goods and services, both electronically and in person, in a manner that respects the dignity and independence of persons with disabilities.
The Heart and Stroke Foundation supports diversity and inclusion and is committed to creating an accessible environment for all Ontarians.
Policy Guidelines
The Heart and Stroke Foundation is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:
1. CUSTOMER SERVICE STANDARDS
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Communications
H&S will communicate with persons with disabilities in ways that take into account their disability. This means employees will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving, and requesting goods, services, and facilities.
We train our service staff on how to interact and communicate with our diverse user community and people with various types of disabilities.
Assistive devices
We will ensure that our staff responsible for customer interaction is familiarized with various assistive devices that may be used by customers with disabilities while accessing our services.
Billings
We are committed to providing accessible invoices to all of our customers. Invoices can be provided upon request in formats such as: hard copy, large print, email, etc. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Use of service animals and support persons
- We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.
- Any person with a disability who is accompanied by a support person will be allowed to enter Heart and Stroke Foundation premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of temporary disruption
- H&S will work with our landlords to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services in Ontario usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.
- The notice will be placed at all public entrances and service counters on our premises.
2. TRAINING FOR ONTARIO EMPLOYEES
H&S provides training to all employees in Ontario who deal with the public or other third parties on their behalf and all those who are involved in the development and approvals of customer service policies.
Training will include:
- The purpose of the AODA and the requirements of the customer service standard and the HSFO policies related to this standard
- How to interact and communicate with people with various types of disabilities
- What to do if a person with a disability is having difficulty accessing our goods and service (e.g. a public brochure, material on the website)
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person
- How to use the equipment or assistive devices available at HSFO premises
Timeline for Training
Training is provided on-line to all H&S employees based in Ontario as part of the mandatory training required in the initial on-boarding process.
3. INFORMATION AND COMMUNICATIONS STANDARD
Accessible Formats
We will work with employees and persons with a disability who ask for accessible formats for information or require communication supports and will determine how to meet their needs in a timely manner.
Feedback Process
Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist in continuous service improvement. Such feedback may be by telephone, in person, in writing or by email. The Heart and Stroke Foundation will make best efforts to provide a response in the same format in which the feedback was received.
Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. The Heart and Stroke Foundation will respond within 21 working days.
Feedback may be provided directly to:
Senior Manager, Facilities
2300 Yonge Street
Toronto, ON
M4P 1E4
Email: accessibilityfeedback@heartandstroke.ca
Phone: 416- 489-7111 Ext 3016
Questions about this policy:
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by Human Resources of The Heart and Stroke Foundation. Please email Sue Ward at sue.ward@heartandstroke.ca