Accessibility

United for Literacy believes in equal opportunity and is committed to providing a barrier-free environment that allows all people to maintain their independence and dignity. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005) and its associated Regulations and strive to meet the needs of individuals with disabilities in a timely and effective manner.

The 2023 to 2026 accessibility plan outlines the policies and actions that United for Literacy will put in place to improve opportunities for people with disabilities in accordance with the requirements communicated under the Integrated Accessibility Standards, Ontario Regulation 191/11. 

Click here to read the multi-year accessibility plan.

We are committed to providing the best possible online experience for our site visitors. We welcome your feedback and questions, as well as recommendations for improving our site.

Contact us by email at [email protected] or by phone at 1-800-555-6523.

Accessibility Standards for Individual Service

Purpose

This policy is intended to meet the requirements of Accessibility Standards for Individual Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by United for Literacy shall follow the principles of dignity, independence, integration and equal opportunity.

Scope

This policy applies to the provision of goods and services at premises owned and/or occupied by United for Literacy.

This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of United for Literacy, including when the provision of goods and services occurs off the premises of United for Literacy such as in: program delivery sites, conferences, workshops, etc.

The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and occupied by United for Literacy.

Click here to read the multi-year accessibility planThis policy shall also apply to all persons who participate in the development of United for Literacy's policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that individuals bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

• 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 co-ordination, 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 developmental 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.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

General Principles

In accordance with the Accessibility Standards for Individual Service, Ontario Regulation 429/07, this policy addresses the following:

1. The Provision of Goods and Services to Persons with Disabilities;
2. The Use of Assistive Devices
3. The Use of Guide Dogs, Service Animals and Service Dogs
4. The Use of Support Persons
5. Notice of Service Disruptions
6. Individual Feedback
7. Training
8. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

United for Literacy will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all individuals receive the same value and quality;
• allowing individuals with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that individuals with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the individual's disability.

B. Assistive Devices

Individual’s own assistive device(s)

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by United for Literacy.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of an individual with an oxygen tank may involve ensuring the individual is in a location that would be considered safe for both the individual and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the individual. 

C. Guide Dogs, Service Animals and Service Dogs

An individual with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs. 

Food Service Areas

An individual with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

Exclusion Guidelines

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) United for Literacy will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Applicable Laws

Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to individuals and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• goods or services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options

Notifications Options

When disruptions occur United for Literacy will provide notice by:

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the United for Literacy website;
• contacting individuals with appointments;
• verbally notifying individuals when they are making an appointment; or
• by any other method that may be reasonable under the circumstances.                                                                                                                                                                                 

Feedback Process

United for Literacy  shall provide individuals with the opportunity to provide feedback on the service provided to individuals with disabilities. Information about the feedback process will be readily available to all individuals and notice of the process will be made available by request. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request. (Also see Complaints Policy and Procedure.) 

Submitting Feedback

Individuals can submit feedback to: 

Manager, People and Culture, United for Literacy, 35 Jackes Avenue, Toronto, ON M4T 1E2

 1-800-555-6523 ext. 3318 

Individuals that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training

Training will be provided to: 

all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of United for Literacy; for example: caterers, cleaners, vendors, event operators; and,

those who are involved in the development and approval of individual service policies, practices and procedures.

Training Provisions

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005
• A review of the requirements of the Accessibility Standards for Individual Service, Ontario Regulation 429/07
• Instructions on how to interact and communicate with people with various types of disabilities

Instructions on how to interact with people with disabilities who:

• use assistive devices;
• require the assistance of a guide dog, service dog or other service animal; or
• require the use of a support person (including the handling of admission fees)
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities
• Instructions on what to do if a person with a disability is having difficulty accessing your services
• United for Literacy’s policies, procedures and practices pertaining to providing accessible individual service to individuals with disabilities.

Timing of Training

United for Literacy will provide training as soon as is practicable. Training will be provided to employees and volunteers who deal with the public or act on our behalf during their orientation to United for Literacy. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training

United for Literacy will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Documents

United for Literacy shall notify individuals that the documents related to the Accessibility Standards for Individual Service are available upon request and in a format that takes into account the individual’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by United for Literacy, the United for Literacy website and/or any other reasonable method.

Administration

Any questions or concerns about this policy or its related procedures should be forwarded to: Manager, People and Culture (United for Literacy)

35 Jackes Avenue, Toronto, ON M4T 1E2

Manager, People and Culture [email protected] 

This policy and its related procedures will be reviewed as required in the event of legislative changes.