Accessibility

Training

We are committed to training all staff and volunteers in accessible customer service, other applicable accessibility standards and aspects of applicable human rights legislation that relate to persons with disabilities.

In addition, we will train:

• all persons who participate in developing the organization’s policies; and
• all other persons who provide services on behalf of the organization.

Training of our employees and volunteers on accessibility relates to their specific roles.

Training includes:

• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
• our policies related to the Customer Service Standards
• 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 a support person
• what to do if a person with a disability is having difficulty in accessing our company’s services

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

Communication

We communicate with persons with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them, and provide or arrange for accessible formats and communication supports on request. For example, we may use email to communicate with persons who are deaf or hard of hearing, or telephone for persons who are blind or visually impaired.

Service Animals and Support Persons

Square One’s premises are located in Vancouver, British Columbia and are not open to customers or the public. Our customers are served online and by telephone. Therefore, our policy does not address service animal or support person accompaniment on our premises, nor does the policy address assistive devices on premises for customer use.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for customers with disabilities, this organization will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative services, if available.

The notice will be made publicly available on this website.

Feedback Process

Square One welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Feedback, including complaints, may be submitted via our service concerns process. The feedback or complaint will also be reviewed and responded to via the same process. Square One ensures our feedback process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

Square One notifies the public that documents related to accessible customer service, are available upon request by posting a notice on the website. Square One will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Information and Communications

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.

We communicate with persons with disabilities in ways that consider 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:

1. in a timely manner, considering the person’s accessibility needs due to disability; and
2. at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

1. an explanation as to why the information or communications are unconvertible; and
2. a summary of the unconvertible information or communications.

We notify the public about the availability of accessible formats and communication supports via our website. We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario and any other applicable accessibility laws.

Employment

We notify employees, job applicants, and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that consider an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

1. information that is needed in order to perform the employee’s job; and
2. information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

1. when the employee moves to a different location in the organization;
2. when the employee’s overall accommodations needs or plans are reviewed; and
3. when the employer reviews its general emergency response policies.

We have a written process to develop individual accommodation plans for employees.

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. Our performance management, career development, and redeployment processes take into account the accessibility needs of all employees.

Changes to Existing Policies

Any policies of this organization that do not respect and promote the principles of dignity, independence, integration, and equal opportunity for persons with disabilities will be modified or removed.

This policy will be reviewed at least every five (5) years.

This document is publicly available. Accessible formats are available upon request.