Updated November 2017
Policy Statement of Commitment
Forest Cliff Camps is committed to providing exceptional and accessible service to its customers. Goods and services will be provided in a manner that respects the dignity and independence of all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Forest Cliff Camps. Forest Cliff will remove and prevent barriers to accessibility by meeting our accessibility requirements under Ontario’s accessibility laws.
Purpose and Application
Under the Accessibility for Ontarians with Disabilities Act, 2005 all municipalities and organizations must meet the requirement of accessibility standards established by regulation. This policy establishes the accessibility standards for Forest Cliff Camps agents, volunteers and contracted service staff.
- Accessibility — The term accessibility means giving people of all abilities opportunities to participate fully in everyday life. It is used to describe how widely a service, product, device, or environment is available to as many people as possible. Accessibility can be seen as the ability to access and benefit from a system, service, product or environment.
- Barrier — Barriers are obstacles that limit access and prevent people with disabilities from fully participating in society. Most barriers are not intentional. Barriers usually arise because the needs of people with disabilities are not considered from the beginning.
- Disability — Ontario’s accessibility law adopts the definition for disability that is in the Ontario Human Rights Code. It defines disability broadly:
- “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 coordination, blindness or visual impediment, deafness or hearing impairment, 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, 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."
- Guide Dog — a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.D.O. 1990, c. B.7, s. 1 (1).
- Service Animal — an animal that is specially trained to assist an individual with disabilities.
We are committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
We will train our employees and volunteers on accessibility as it relates to their specific roles. Every person who deals with members of the public or who participates in developing Forest Cliff Camps’ policies, practices, and procedures governing the provision of goods and services to the public; including Company staff, volunteers, agents, contractors and others who provide service on behalf of Forest Cliff Camps will receive training regarding the provision of goods and services to persons with disabilities. The training will include the following information:
- The purpose of the Accessibility for Ontarians with Disabilities Act,
- How to interact and communicate with persons with various types of disabilities,
- How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person,
- How to use equipment made available by Forest Cliff Camps to help people with disabilities to access goods or services
- What to do if a person with a disability is having difficulty accessing services.
- A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept using Accessible Customer Service Training Records
We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring. We will notify staff that supports are available for those with disabilities. When individual accommodation plans for employees are necessary, we will work with the individual to develop an effective and helpful plan. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. Our Employment Agreements and performance evaluations will take into account the accessibility needs of all employees.
Information and Communications
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports. We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Notice of Temporary Disruptions
Forest Cliff Camps shall provide notice of disruption of services to the public. Any Notice of Temporary Disruption will contain the following:
- Reason for the disruption
- Anticipated duration
- Alternative facilities or services
Communication through staff will follow a notice. Company staff will provide notice in at least one of the following methods:
- Notice physically posted at the site of the disruption
- Notice on the company website
Notice of Availability of Documents
Forest Cliff Camps will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service (O. Reg 429/07) upon request. Notice of availability will be provided on Forest Cliff Camps’ website and through other printed methods.
Format of Documents
When Forest Cliff Camps is required, by Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, Forest Cliff Camp will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.
Forest Cliff Camp accepts feedback from the public in a variety of methods including:
- In person
- Online feedback forms
The Executive Director reviews all feedback. Complaints are investigated and follow up is provided to the customer if requested.
Use of Additional Supports
- If a person with a disability requires the assistance of a device such as a wheelchair, terratrek, commode chair, etc, Forest Cliff Camp will ensure that the person will have access to their assistive device whenever necessary.
- If a person with a disability is accompanied by a guide dog or other service animal, Forest Cliff Camp will ensure that the person is permitted to enter Forest Cliff Camps’ facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law.
- Where a service animal is excluded by law, Forest Cliff Camp will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from Forest Cliff Camps’ goods and services.
- The service animal must be under the care and control of the individual at all times.
- If you can identify that the service animal is used by a person with a disability for reasons relating to a disability, in Ontario, the person cannot be asked to prove the animal is working. If it is not readily apparent that the animal is a service animal, then the Ontario regulation states that a letter may be requested from a physician or nurse practitioner confirming that the person requires the animal for reasons relating to a disability. Under no circumstances is the service provider allowed to ask about the nature of the disability.
- If a person with a disability is accompanied by a support person, Forest Cliff Camps will ensure that both persons are permitted to enter Forest Cliff Camps’ facility, and that the person with a disability is not prevented from having access to the support person.
- Forest Cliff Camps may require a person with a disability to be accompanied by a support person when in a Forest Cliff Camp facilities, but only if a support person is necessary to protect the health or safety of the person with a disability or the health and safety of others in the facility.
- If an amount is payable by a support person for admission, or otherwise, to a premise, Forest Cliff Camp will ensure notice is given in advance about the amount and the fee will be waived for the support person.
- Forest Cliff requests that support persons act as a Forest Cliff volunteer and provide Forest Cliff with the necessary documents such as a Ministry of Labour Certificate and Vulnerable Sector Check.
Design of Public Spaces
We will meet accessibility laws when building or making major changes to public spaces. Public spaces include:
- Recreational trails/beach access routes
- Outdoor paths of travel, like sidewalks, ramps, and stairs
- Accessible parking
- Service-related elements like service counters, fixed queuing lines and waiting areas
- New builds or renovations
In the event of unavoidable service disruptions to our accessible parts of our public space, we will put in place alternate accessible routes.
We will ensure that accessible parking is available for those who require it.
Changes to Existing Policies
We will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.
Forest Cliff Camp Accessibility Policy, Updated November 2017