Providing Goods and Services to People with Disabilities
Accessible Customer Service Policies, Practices and Procedures
WILSON-BLANCHARD MANAGEMENT INC.
AODA POLICY
Guiding Principle Statement
Wilson-Blanchard as a company and every WB Team member will respect the client and the public in the delivery of our services and services which we deliver on behalf of our clients. Both the company and individuals who deal with the public on behalf of the company will be guided by, and will use all reasonable efforts to ensure that the practices established for Accessibility Standards for Customer Service will be consistent with, the principles of independence, dignity, integration and equality of opportunity
Wilson-Blanchard has put in place a plan that identifies the services and the goods we provide, to clients and to the public on behalf of our clients, and outlines how we as a firm will adapt when requested to provide those goods or services to people with disabilities. Wilson-Blanchard will make its policies, practices and procedures and its Plan under the Accessibility Standards for Customer Service Regulation available to the public and will offer this document in accessible formats if requested taking into account a person's disability.
In order to facilitate the delivery of goods and services from Wilson-Blanchard we must first identify many of the daily, periodic and routine services which we provide as well to both clients and the public in the course of our operations.
Our Services
- Property Management –
- The operation of property,
- maintenance of physical building equipment,
- supervision of staff and employees of our clients,
- supervision of contractors periodically visiting the property,
- planning of preventive maintenance programs,
- selection of contractors servicing the property,
- inspection of contractors work following completion,
- advising boards on necessary repairs,
- inspecting property for condition and safety hazards,
- advice and selection of consultants to the Board,
- advice and input on Reserve Fund expenditures for repair or replacement of property
- Financial Services –
- preparation of financial statements,
- communication with owners,
- security of client funds,
- negotiation of banking services,
- placement of liens,
- processing accounts payable for contractors and service providers of clients,
- processing accounts receivable from unit owners of clients
Our Goods
- Property Management –
- Status Certificates,
- Management Reports,
- Notices legally required by the Condominium Act (notices of meeting, notice of AGM etc.)
- Notices -
- Correspondence,
- Notices of Lien
- Financial Services –
- Financial statements
We have identified the following potential barriers to our services and goods, and the practices and procedures to be followed in order to be consistent with the four principles of independence, dignity, integration and equality of opportunity.
Consideration
Wilson-Blanchard will consider a person's disability when communicating with them.
In order to adequately prepare to meet the public's needs as quickly and seamlessly as possible when these services are requested the following policies are implemented.
As outlined above the goods which Wilson-Blanchard produces on behalf of our clients are primarily informative and communicative in nature and the key barriers to accessibility of these goods are anticipated to be visual impairment or hearing impairment obstructing the flow of information from Wilson-Blanchard to members of the public, clients or owners.
Verbal Communications
- Each Branch office of Wilson-Blanchard will have access to a TTY machine to accommodate communications with individuals who utilize this form of technology to communicate.
- All manner of courses, training and education related to facilitating communications between persons with disabilities and representatives of Wilson-Blanchard will be covered by the terms of the Wilson-Blanchard Educational Assistance Policy. (policy number WB-HR-110.
- Wilson-Blanchard Management recognizes that some individuals require the service of a translator or interpreter (in the case of a hearing impaired person) to facilitate communication, and while Wilson-Blanchard cannot provide this service, the use of this type of service will be deemed a support person and will be accommodated in a reasonable manner.
Written Communications
- Wilson-Blanchard will electronically send copies of all communications to any individual who expresses a need for this type of service to utilize an assistive device to accommodate a visual or medical disability which would prevent them from receiving the full benefit from traditional written materials, and who provides their acceptance to receive communication in an electronic format.
- Wilson-Blanchard will communicate with individuals who demonstrate a need for receiving verbal communication exclusively by attempting direct contact or by forwarding to an electronic address a digital file containing the information contained in any required written communications.
Accommodation
Wilson-Blanchard has implemented a policy (WB-HR-225) of making all possible accommodations in the Workplace for employees in the performance of their jobs.
Wilson-Blanchard will make every effort to accommodate the public in ensuring access to all services and goods available through our Head-Office and all Branch offices by attempting to ensure that all office locations of Wilson-Blanchard are accessible to a variety of assistive devices.
Where Wilson-Blanchard is made aware of a barrier to accessibility which cannot be removed or overcome in a timely and efficient manner to provide access to the services which we provide Wilson-Blanchard commits to make every reasonable effort to make the service available in an alternate location.
Service Animals and Support Persons
Wilson-Blanchard will not prohibit service animals or support persons from our office locations. It is expected that service animals are trained and well-behaved, in particular with other customers and staff. With the approval of any member of the public accessing the services which we provide Wilson-Blanchard will utilize the services of a support person to improve or enhance the delivery of our services.Interruption of Services
Periodic interruption in the availability of services designed to accommodate the needs of people with disabilities may be required. When an interruption in services does occur Wilson-Blanchard will provide information via our corporate website, which is available to the public.
Customer Feedback
Wilson-Blanchard welcomes suggestions and comments on how we can better improve the delivery of our services.Our Head office and Branch office contact information is publicized on our corporate website at www.wilsonblanchard.com and any comments, complaints or suggestions regarding how Wilson-Blanchard complies with the Accessibility Standard for Customer Service under the AODA will be directed to:
Dean McCabe
Vice-President of Operations
Wilson-Blanchard Management Inc.
16 Four Seasons Drive, Suite 206
Toronto, ON M9B 6E5
416-642-2807 x 223
AODA Accessibility Standards for Customer Service Training
Wilson-Blanchard will provide training designed to meet the required standards as part of the WB Team Training course provided to all new employees of Wilson-Blanchard [and other persons who interact with the public or other third parties on Wilson-Blanchard's behalf, or are involved in developing policies, practices and procedures on the provision of our goods or services].A record of the training will be kept in the employee's personnel file and a review of the contents of the training will be available to any employee of Wilson-Blanchard who requests it, or to individuals who are recommended to repeat this portion of the WB Team Training course by their supervisor.
Following the initial implementation of the Accessible Customer Service Plan for Wilson-Blanchard the entire company will be provided training on the content of the Plan and the policies of Wilson-Blanchard.
Accessible Customer Service Plan For
Wilson-Blanchard Management
Providing Goods and Services to People with Disabilities
Wilson-Blanchard Management Inc. is committed to excellence in serving all members of the public including people with disabilities.
Assistive devices
We will ensure that members of our staff are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. While Wilson-Blanchard will not guarantee the provision of assistive devices our staff will be trained to permit their use and make any reasonable allowances to assist those who require or request them.
Communication
We will be cognizant of the needs of clients who have disabilities and will communicate with people with disabilities in ways that are sensitive and take into account their disability.
Service animals
We welcome people with disabilities and their service animals. Service animals are permitted on the parts of our premises that are open to the public.
Support persons
A person with a disability who is accompanied by a support person will be permitted to have that person accompany them on our premises.
Fees will not be charged for support persons for admission to or for accompanying persons with disabilities on the Condominium premises or facilities. We will notify customers of this by posting Wilson-Blanchard's Plan on our website.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Wilson-Blanchard will make the public aware of the restrictions by posting a notice on our Corporate Website. We will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Training for staff
Wilson-Blanchard Management Inc. will provide training to employees and make available training to volunteers, service contractors, consultants and others who deal with the public or other third parties on their behalf and to Board Members who are involved in developing policies, practices and procedures on the provision of goods or services by Wilson-Blanchard. This training will include a review of the special circumstances which Wilson-Blanchard is aware of that may affect the delivery of services to residents.
Training will include:- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Wilson-Blanchard's accessible customer service plan.
- How to interact and communicate with people with various types of disabilities
- How to interact with people 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 Wilson-Blanchard's goods and services
Staff will also be trained when changes are made to this Accessible Customer Service Plan.
Feedback process
Customers who wish to provide feedback on the way Wilson-Blanchard provides goods and services to people with disabilities can contact the Vice President of Operation or express their desire to contact the Vice President of Operations to any member of Wilson-Blanchard, or to any representative of Wilson-Blanchard Management Inc.
Dean McCabe
Vice-President of Operations
Wilson-Blanchard Management Inc.
16 Four Seasons Drive, Suite 206
Toronto, ON M9B 6E5
416-642-2807 x 223
Modifications to this or other policies
Wilson-Blanchard will be mindful of the commitment to respect and promote the dignity and independence of people with disabilities when considering, passing, reviewing or modifying rules or policies affecting the provision of services to members of the community and the public. Rules or policies inconsistent with these commitments will be modified or removed.
Passed by the Executive Committee of Wilson-Blanchard Management Inc.
President___________________
COO ___________________
Dated ________________________
WB - Accessibility for Ontarians with Disabilities Act (AODA)
- All businesses with at least one employee will have to comply with the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standard taking effect Jan. 1, 2012.
- Ontario's new Accessibility Standard for Customer Service is not about physical changes to your premises — it's simply about providing good customer service to everyone.
- One in seven people in Ontario have a disability. Over the next 20 years, that number will rise as the population ages.
- There are four things you need to do:
- create your plan
- train your staff (January 4th, 2011 and all subsequent WB Team Training)
- put it on paper (policy and plan)
- let us know how you're doing