Accessible Customer Service Policy

ProResp Inc. (ProResp) is committed to recognizing the dignity and independence of all employees, customers and visitors and seeks to ensure that persons with disabilities have unhindered access to services, facilities, employment, buildings, and premises.

ProResp will comply with all applicable Federal, Provincial and Municipal legislation with respect to accessibility and will implement the standards specified under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA, 2005”).

Policies, procedures and practices with respect to accessibility, including those required under the AODA, 2005 and its accompanying standards shall be made available in hard copy or can be found on the Company Website (www.proresp.com).

Guidelines for Accessible Service

ProResp is committed to excellence in serving all customers including people with disabilities and will ensure that persons with disabilities have an equal opportunity to access our services. ProResp will integrate the provision of services to persons with disabilities into its practices and procedures unless an alternative, separate measure is necessary to enable persons with disabilities to obtain, use and benefit from the provided services. ProResp encourages open communication and will communicate with people with disabilities in ways that take into account their disability.

Without limiting the requirements or expectation for accessibility, specific consideration shall be given to the following:

Assistive Devices

ProResp welcomes persons with disabilities to use assistive devices to obtain, use or benefit from our services. ProResp will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals

ProResp welcomes persons with disabilities who are accompanied by a service animal onto the parts of our premises that are open to the public and commits to finding alternatives to the use of service animals if the service is provided in a location in which animals are prohibited by law (e.g. health or safety reasons).

Support Persons

ProResp welcomes persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter ProResp’s premises with his or her support person.

Temporary Disruptions to Service

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, ProResp will notify customers promptly. A notice regarding a temporary disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available. The notice will be placed in reception areas of our locations, and, when appropriate, shall be placed on ProResp’s website.

Training

ProResp will provide training to all employees who deal with the public or third parties on their behalf. This training will be provided to staff during their initial orientation and when changes are made to our accessible customer service plan.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
ProResp’s accessible customer service plan
How to interact and communicate with people 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.
How to use equipment or devices (i.e. TTY, wheelchair lifts, etc) that may help with the provision of services to a person with a disability.
What to do if a person with a disability is having difficulty accessing ProResp’s services.

ProResp will keep records of the training provided, including dates on which training is provided and the number of individuals to whom it is provided.

Feedback

Customers who wish to provide feedback on the way that ProResp provides its goods and services to people with disabilities can verbally discuss their concerns with customer service at their branch location, they can complete a client feedback form (accessible through customer service) or they can send an email to hr@proresp.com. All feedback will be directed to Human Resources. Customers can expect to hear back in 5 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

ProResp’s policies will always respect and promote the dignity and independence of individuals with disabilities.

Accessibility Policy and Multi-Year Accessibility Plan

This accessibility plan outlines the policies and actions that ProResp Inc. will put into place to improve opportunities for persons with disabilities.

Statement of Commitment

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

Accessible Emergency Information

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

Training

ProResp Inc. will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. ProResp Inc. will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:

Human Resources will facilitate training sessions for all employees in conjunction with our Workplace Respect and Workplace Harassment/Violence Program
Training materials will be posted on the company Intranet for employee access
Materials will be part of new hire orientation

Information and Communications

ProResp Inc. is committed to meeting the communication needs of people with disabilities.

ProResp Inc. will take the following steps to make all new websites and content on those websites conform with WCAG 2.0, Level A by January 1, 2014:

ProResp Human Resources will coordinate with staff who are responsible for developing ProResp’s website design and content to ensure persons with disabilities are accommodated.

ProResp Inc. will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:

ProResp has implemented feedback processes which provide various options for communication from persons with disabilities.
- The following are available: Font enlargement, telephone, email etc.
- Telephone systems have emergency answering service. When experiencing service disruption, an alternate branch can provide telephone back-up response.

ProResp Inc. will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:

Any requests for accessible information will be directed to Human Resources for accommodation.

ProResp Inc. will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021:

ProResp Human Resources will coordinate with staff who are responsible for developing ProResp’s website design and content to ensure persons with disabilities are accommodated.

Employment

ProResp Inc. is committed to fair and accessible employment practices. We will take the following steps to notify the public and staff that, when requested, ProResp Inc. will accommodate people with disabilities during the recruitment and assessment processes and when people are hired by January 1, 2016:

Recruitment advertising will contain a statement outlining that ProResp will accommodate persons with disabilities throughout the recruitment process upon request.
Managers and staff will be provided with the appropriate guidance on how to accommodate persons with disabilities at individual offices.

ProResp Inc. will 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:

ProResp’s existing accommodation plans and return to work policies apply to all employees.
Individual plans are developed according to the specific needs of the employee and the accommodation required as appropriate to the role.

We will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account if ProResp is using performance management, career development and redeployment processes by January 1, 2016:

Human Resources will provide accessible formats of the Performance Appraisal documents as required. Performance Management discussions will be conducted in an accessible manner.
Human Resources will ensure the needs of employees are met in any career development or redeployment processes.

ProResp Inc. will take the following steps to prevent and remove other accessibility barriers identified:

Any accessibility barriers identified will be brought to the attention of management for appropriate review to ensure resolution where possible.

Design of Public Spaces

ProResp Inc. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:

Outdoor paths of travel, like sidewalks, ramps, stairs and curb ramps.
Parking areas
Service-related elements like service counters and waiting areas

If a service disruption occurs, ProResp will take immediate steps to restore service in the quickest timeframe possible. ProResp will also notify the public of the service disruption and alternatives available.

For More Information

For more information on this accessibility plan, please contact Human Resources at:
Phone: 519-686-2615
Email: hr@proresp.com

Accessible formats of this document are available free upon request from: Human Resources