Our Commitment to Purpose, People, and Accessibility
At Goodwill Niagara, our mission is to change lives and strengthen communities across the Niagara Region through the power of work, compassion, and inclusivity. Guided by our core values – respect, integrity, accountability, and sustainability – we deliver job training, employment programs, and community services that empower individuals and promote dignity for all.
As part of our ongoing commitment to accessibility, we adhere to the Accessibility for Ontarians with Disabilities Act (AODA) and have developed a Multi-Year Accessibility Plan (MYAP) to ensure equal opportunity and barrier-free access to our services throughout Niagara.
Our Mission
Goodwill® Niagara provides work opportunities and skill development for people with barriers to employment or independence, and affordable housing for seniors.
Our Vision
Our vision is to enrich our community by improving the lives of people with disabilities or barriers to independence by providing essential programs and services and through partnerships and the responsible use of community resources.
Our Values
We put people first.
We will conduct ourselves with honesty and integrity.
We will hold our staff and volunteers accountable.
We will seek opportunities to incorporate our mission into our business operations.
We will constantly seek out opportunities to collaborate.
We will encourage innovation and risk taking to achieve our mission.
We will provide opportunities for the growth and development of people.
We will strive for excellence.
We believe in the power of work.
Accessibility Policies
AODA Policy
Goodwill Niagara is committed to treating all people in a way that allows them to maintain their dignity and 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.
PURPOSE
To ensure all Goodwill Niagara programs and services are accessible to everyone in the community in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer Service. The organization shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to all principles and practices which promote accessibility throughout the organization.
POLICY OVERVIEW
In keeping with its mission Goodwill Niagara is committed to providing accessible, quality services and goods to persons with disabilities in a manner that promotes dignity, independence, integration and equal opportunity.
Goodwill Niagara shall, at all times, make available its services and goods to persons with disabilities in accordance with the Accessibility Standards for Customer Service prescribed under the Accessibility for Ontarians with Disabilities Act, 2005 as amended.
These policies and procedures apply to all goods and services that are delivered by Goodwill Niagara, by any means including in person, by telephone, electronically, by mail, visually, orally or by written means.
This policy applies to all Goodwill Niagara staff, volunteers, and third parties who deal with the public on behalf of Goodwill Niagara.
POLICY
Goodwill Niagara is committed to excellence in serving all customers including people with disabilities.
Training
Goodwill Niagara will provide training to all employees, volunteers and others.
The training will be provided to staff with the implementation of this legislation and for newly hired employees, as part of their initial overall orientation training.
The training shall include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard;
Goodwill Niagara’s Customer Service Policy;
How to interact and communicate with people in 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 supporting person;
How to use the automatic door openers to assist a person with a disability;
What to do if a person with a disability is having difficulty in accessing Goodwill Niagara’s goods and services.
The Director of Human Resources shall ensure written training records are maintained, indicating the date on which training was provided, the type of training and the name of the attendee.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the part of our premises that are open to the public.
The Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reasons related to a person’s disability; or (2) if the person provides a letter from the doctor, nurse, psychologist, physiotherapist, chiropractor, or optometrist confirming that the animal is required for reasons relating to the disability.
Assistive Devices
We will ensure that our staff have been trained and are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Support Persons
Goodwill Niagara employees will do their utmost to properly provide services to people with disabilities and their support persons. Staff will be properly trained to identify support persons who may be a paid professional, volunteer, family member or friend that may accompany a customer in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Notice of Temporary Disruptions
In the event of a planned or an unexpected disruption to services or facilities for customers with disabilities, Goodwill Niagara will post notices promptly, including the reason(s) for the disruption, the anticipated length of time, and description of alternative facilities or services, if available.
Feedback
Goodwill Niagara is committed to continuous improvement. To this end, anyone who wishes to provide any feedback about how to provide goods or services to a person with a disability and/or improve the Policy, Training Materials and/or this Protocol may do so by contacting the Director of Human Resources for Goodwill Niagara.
All feedback shall be acknowledged by the Director of HR, in writing. Any action taken as a result of a feedback should be communicated to the person as soon as possible.
Notices will be posted in customer service areas that will notify customers that their feedback is welcomed and valued for the continual improvement of services to people with disabilities.
Staff will make note of feedback given in person, verbally or in writing, online, by telephone, any other means. A simple to use, accessible process for customers to provide feedback or complaints will be in place.
Emergency Situations
Staff will be familiar with emergency procedures and how to assist customers or staff who may require help during an emergency.
Communications and Availability of Documents
All documents required under the Accessibility Standards for Customer Service, including Goodwill Niagara’s Policy, training materials, training records, notices, feedback records and this Protocol, shall be retained by the head office of Goodwill Niagara.
When providing any documentation to a person with a disability, Goodwill Niagara shall do so in a manner and a format that takes into account the person’s disability.
Modifications to This or Other Policies
Any policy of Goodwill Niagara that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions, Compliments, or Complaints
Anyone with compliment, complaint, question or concern about the Policy, Training Materials or Protocol may contact the Director of Human Resources in person, in writing, by email, by telephone:
Vice President of Operations
Goodwill Niagara
271 Ridley Road, St. Catharines, Ontario L2S 0B3
Telephone: 905.685.8777 Ext 22
Fax: 905.685.7656
Email: nel@goodwillniagara.com
Goodwill Niagara will acknowledge your questions, concerns, compliments and complaints and will provide a written response, together with its findings, within three to five business days of receiving your correspondence.
Multi-Year Accessibility Plan
Part I – General
This section of the Regulation requires us to:
Develop and maintain an accessibility policy and a multi- year accessibility plan
Provide customers and clients with publicly available emergency information in an accessible way upon request
Provide employees with disabilities with individualized emergency response information when necessary
Ensure staff and volunteers are trained on the Integrated Accessibility Standards Regulation and the Ontario Human Rights Code
Accessibility Policies
- Develop and implement Accessibility Standards Policy for Goodwill
- Make the Policy Publicly available and provide in an accessible format, upon request
- Review and update as required
Compliance Date Jan 1, 2014
Responsibility Human Resources
Status Complete
Develop a multi- year accessibility plan
- A multi- year accessibility Plan was developed
- Post multi- year accessibility plan on website and provide in an accessible format, upon request
- Review and update the plan at least once every 5 years
Compliance Date Jan 1, 2013 Review Dec 2015
Responsibility Human Resources
Status Review 2020
Training
Ensure that training is developed on the IASR and the Human Rights Code as it pertains to persons with disabilities and is provided by Jan 1, 2015 to employees, volunteers, persons who participate in developing policies and others who provide goods, services or facilities on behalf of Goodwill. Update training is required.
Compliance Date Jan 1, 2013 Ongoing
Responsibility Human Resources
Status Training reviewed annually. New Hire/Volunteer Orientation
Keep a record of the dates of training and the individuals who received the training
Compliance Date Jan 11, 2013 & Ongoing
Responsibility Human Resources Manager
Status Complete
Part II – Information and Communication Standards
This section of the Regulation includes requirements related to:
Accessible feedback processes
Accessible formats and communication supports
Publicly available emergency procedures, plans, public safety information
Accessible websites and web content
Feedback processes
Ensure that processes for receiving and responding to feedback are accessible and meet the requirement of IASR
Compliance Date Jan 1, 2015
Responsibility Human Resources
Status Complete
Accessible formats and communication supports
- Upon request, to the extent practicable, provide for provisions of accessible formats and communication supports for persons with disabilities.
- Consult with person making the request to determine suitability of accessible format or communication support.
- Put a statement on the website that we shall, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities at a cost no more than regular cost charged to other persons.
Compliance Date Jan 1, 2016 & Ongoing
Responsibility Human Resources Director of Marketing
Status Complete
Emergency procedures, plans or public safety information
Emergency procedures, plans or public safety information, that is publicly available, shall be provided in an accessible format or with appropriate communication supports, upon request as soon as practicable.
Compliance Date Jan 1, 2012 & Ongoing
Responsibility Human Resources
Status Complete
Accessible websites and web content
- Websites and web content published after 2012 to conform to WCAG 2.0 Level A initially and increasing to WCAG 2.0 Level AA by Jan 1 2021 to the extent practicable other than criteria 1.2.4 (captions) and 1.2.5 (pre-recorded audio descriptions).
- Note- All WCAG 2.0 requirements only apply to websites, web content and web based applications that an organization can control either directly or through a contractual relationship and where meeting the requirements are technically feasible.
Compliance Date Jan 1, 2014
Responsibility Director of Marketing
Status Aug 1 2014 & Ongoing
Part III – Employment Standards
This Section of the Regulation includes requirements related to:
Recruitment, assessment and selection
Accessible formats and communication supports for employees
Work place emergency response
Individual accommodation plans and return to work processes
Performance management, career development and redeployment
Recruitment, Assessment, Selection
- Review and update existing recruitment, policies, procedures and processes.
- Specify that accommodation is available for applicants with disabilities on the website and on job postings.
- Inform applicants about the availability of accommodations: when called for an interview, during the selection process, at the time of the job offer and as soon as practicable after the new employee begins- specifically at orientation
- If selected applicant requests accommodation, consult with the applicant and arrange for provision of suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
Compliance Date Jan 1, 2016 & Ongoing
Responsibility Human Resources
Status Ongoing
Informing employees of supports
- Inform current employees and new hires as soon as practicable after they begin employment of policies supporting employees with disabilities.
- Keep employees up to date on changes to policies/ procedures relating to accommodation.
Compliance Date Jan 1, 2016
Responsibility Human Resources
Status Complete
Accessible formats and communication supports for employees
When requested by an employee with a disability, employers shall consult with the employee and provide or arrange for the provision of suitable accessible formats and communication supports needed to perform the employee’s job.
Compliance Date Jan 1, 2012
Responsibility Human Resources
Status Complete
Workplace emergency response information
Individualized workplace emergency response information procedures have been developed for employees with disabilities, when requested.
Compliance Date Jan 1, 2012
Responsibility Human Resources
Status Complete
Documented individual accommodation plans/ Return to work Process
- Create a written process for the development of documented individual accommodation plans and return to work plans for employees with disabilities.
- Include in the process and plans all of the required elements in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2016
Responsibility Human Resources
Status Complete
Part IV.1 – Design of Public Spaces Standards
This section of the Regulation includes requirements related to:
- Recreational trails and beach access routes (NA)
- Outdoor public use eating areas and outdoor play spaces
- Exterior paths of travel
- Parking
- Obtaining
- Maintenance
Obtaining service- Make service counters, queuing guide and waiting areas accessible
Where practicable, all indoor or outdoor newly constructed service counters and fixed queuing guides and all newly constructed or redeveloped waiting areas will conform to all of the required elements in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility C.E.O.
Status N/A at this time
Maintain the accessible parts of our public spaces
Identify preventative and emergency maintenance procedures and alternatives and procedures for handling disruptions and alternatives in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility Human Resources
Status Complete
Make parking accessible
Where practicable, new and redeveloped parking areas meet certain technical requirements in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility C.E.O
Status Complete
Make exterior paths of travel accessible
Where practicable, new and redeveloped exterior paths of travel that are outdoor sidewalks or walkways designed and constructed for pedestrian travel and are intended to serve a functional purpose (includes stairs, ramps, curb ramps, depressed curbs, pedestrian signals, rest areas) and not to provide a recreational experience meet certain technical requirements in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility C.E.O.
Status N/A at this time
Make outdoor public eating areas accessible
If newly constructing or redeveloping outdoor public eating areas, where practicable, meet certain technical requirements in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility C.E.O.
Status N/A at this time
Make outdoor play spaces accessible (i.e. Swings, splash pads, natural features such as sand and logs).
If building new or redeveloping outdoor play spaces, follow consultation process and technical requirements, where practicable, in accordance with the provisions of the IASR.
Compliance Date Jan 1, 2017
Responsibility N/A
Status N/A