Accessible Customer Service Policy
1. Definitions
“The Library” means Haldimand County Public Library;
“The Board” means the Haldimand County Public Library Board;
“Assistive Device” is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting. It helps the person to maintain his or her independence at home, at work and in the community. Assistive devices may include communication aids, cognition aids, personal mobility aids and medical aids;
“Barrier” is anything that prevents a person from fully participating in all aspects of society because of a disability.
- Architectural or physical barriers are features of buildings or spaces that cause problems for people with disabilities;
- Information and communication barriers happen when a person can’t easily understand information;
- Attitudinal barriers are those that discriminate against people with disabilities;
- Technology barriers occur when a technology cannot be modified to support various assistive devices;
- Systemic barriers are an organization’s policies, practices or procedures that discriminate against people with disabilities;
“Disability” covers a broad range and degree of visible or invisible conditions. A disability may have been present from birth, caused by an accident, or developed over time. It includes physical, mental and learning disabilities, mental disorders, hearing or vision disabilities, epilepsy, drug and alcohol dependencies, environmental sensitivities, as well as other conditions. The Ontario Human Rights Code provides for equal rights and opportunities, and freedom from discrimination. Under the “Interpretation and Application” section of the Code, “disability” means:
- 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 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. Ontario Human Rights Code, R.S.O. 1990, c. H.19, s.10(1);
“Principle of dignity” calls for policies, procedures and practices that respect the dignity of a person with a disability and treat them as valued customers deserving of effective and full service;
“Principal of equality of opportunity” means having the same chances, options, benefits and results as others. People with disabilities should not have to make significantly more effort to access or obtain service. They should not have to accept lesser quality or more inconvenience;
“Principal of independence” means freedom from control or influence of others; the freedom to make one’s own choices;
“Principal of integration” means that services are provided in such a way that people with disabilities can fully benefit from the same services, in the same place, and in the same or similar way as other customers. Alternative measures, rather than integration, might be necessary based on personal needs or organizational limitations.
“Reasonable efforts” refers to the Customer Service Standard outlined in the Accessibility for Ontarians with Disabilities Act (AODA). The Standard requires organizations to make reasonable efforts to meet the needs of people with disabilities. The Library defines reasonable efforts as providing the best possible service within the context of: available resources, balancing the needs of people with disabilities with others who may encounter barriers to access and with the community at large, the health and safety of library staff and volunteers, the security of library property and existing laws and contracts;
“Service animals” have certified training to perform specific tasks for people with disabilities. In compliance with the AODA’s Customer Service Standard, all service providers that operate premises open to the public, or to third parties that serve the public, must welcome service animals. People with disabilities may keep their service animals with them in all publicly accessible areas, except in places where the law excludes service animals. Service providers may ask for proof that an animal is a service animal;
“Support animals” provide emotional comfort and security, and do not have training for specific tasks. Support animals do not qualify as service animals under the AODA, and may be excluded from entering indoor public spaces at the discretion of the service provider;
“Support Persons” may assist a person with a disability to obtain, use or benefit from Haldimand County’s goods and services. Where an admission fee is applicable, a Support Person will be permitted to attend free of admission, except:
- when there are fees applied against participants by a third party;
- where the Support Person actively participates in the program and the program or service requires pre-registration and the Support Person was not registered;
- where no vacancy exists.
2. Policy Statement
Haldimand County Public Library is committed to providing library services, resources and facilities in ways that are accessible to persons with disabilities. Library services will be relevant, inclusive and responsive to community needs. Each member of the community, including persons with disabilities, has an equal opportunity to use and/or to be employed by Haldimand County Public Library. All library services will be provided in a manner that respects the dignity and independence of persons with disabilities. The Library will strive to provide services in a way that meets the specific needs of persons with disabilities and in a way that is convenient and accessible to persons with disabilities.
3. Purpose
This policy provides a framework for compliance with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and addresses specific areas required by the Integrated Accessibility Standards Regulation (IASR) associated with the AODA. This policy applies to all persons who provide library services, including employees, volunteers and all other persons that provide goods, services or facilities on behalf of the Library.
4. Responsibilities
Haldimand County Public Library will incorporate accessibility design, criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so.
Haldimand County Public Library is committed to providing employment accommodation processes for Library employees and job applicants. The Library will notify its employees and the public about the availability of accommodation for job applicants and for employees with disabilities.
Communications
The Library will meet the accessibility needs of persons with disabilities in a timely manner. When communicating with a person with a disability, the Library will do so in a manner that takes into account the person’s disability. Whenever possible, policy documents will be available on the Library’s website in a manner consistent with the requirements of the AODA, the Ontario Regulation 429/07 and Ontario Regulation 191-11.
Assistive Devices
Persons with a disability may provide their own assistive device for the purpose of obtaining or using library services and may have free access to assistive devices available in the Library designed to help a person with a disability to carry out activities or to gain access to library services.
Exceptions may occur in situations where the Library has determined that the assistive device may pose a risk to the health and safety of the person with a disability, or to the health and safety of others on Library premises. In these situations, the Library may offer a person with a disability other reasonable measures to assist in obtaining and using library services, where the Library has such other measures available. It is the responsibility of the person with a disability to ensure that their assistive device is operated in a safe and controlled manner at all times.
Service Animals
Haldimand County Public Library is committed to welcoming people with disabilities who are accompanied by a service animal. If it is not readily apparent that the animal is a service animal, Library employees may ask if an animal is in service and whether documentation of the animal’s status is available. If documentation is not immediately available, the person and the animal may be allowed access to the Library for the current visit and asked to bring documentation for future visits. It is the responsibility of the handler to ensure that their service animal stays with them, and is kept under control at all times. As a safety precaution, handlers will be asked to remove service animals causing disruptions or exhibiting concerning behaviours.
Handlers require permission from the Library CEO or designate to bring service animals-in-training into the Library.
Support animals are not permitted inside the library building, in accordance with AODA compliance requirements.
Support Persons
Support persons who assist a person with a disability are welcome in the Library to help with communication, mobility, medical need or other reason to facilitate use of the Library. A support person, when assisting a person with a disability to use Library services, will be permitted to attend programs at no charge where an admission fee is applicable. Persons with disabilities may provide their library card to a support person for use by the support person on their behalf. The Library may require a person with a disability to be accompanied by a support person when on the premises. Before making a decision to require a support person, the Library will consult with the person with a disability to understand their needs, consider health or safety reasons based on available evidence, and determine if there is any other reasonable way to protect the health or safety of the person or others on the premises.
Design of Public Spaces
Haldimand County Public Library will incorporate accessibility features when designing, procuring, or acquiring equipment and spaces. The Library will consult with individuals and organizations representing persons with disabilities when designing public spaces.
Notice of Temporary Service Disruption
Haldimand County Public Library will make reasonable effort to provide public notice in the event of planned or unplanned disruption of services used by people with disabilities.
Emergency Information
Haldimand County Public Library will provide publicly available emergency information in an accessible format or with appropriate communication supports, upon request, as soon as practicable.
Training
Haldimand County Public Library will provide training as required by the AODA for Customer Service to employees, volunteers and others who provide Library service or are involved in the development and approval of customer service policies, practices, and procedures. Training content and format will be designed according to the level of interaction with customers. Training will be provided as part of orientation training for new employees and volunteers, and on a continuing basis as required.
Feedback Process
Comments on the provision of Library services are welcomed and appreciated. Feedback about the delivery of services to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods.
5. Related References
5.1 Accessibility for Ontarians with Disabilities Act, 2005
5.2 Ontario Integrated Accessibility Standard Regulation
5.3 Ontario Workplace Safety and Insurance Act, 1997
6. Revision History
6.1 Date Last Reviewed: April 2022
6.2 Board Motion: 22-16