Sioux-Hudson Literacy Council
Accessibility Standards for Customer Service Policy
Good Learning Anywhere (SHLC-GLA)

Sioux-Hudson Literacy Council (LBS-GLA) strives to provide exceptional service to all customers including people with disabilities. To do so it will facilitate the implementation of the Accessibility for Ontarians with Disabilities Act (2005) AODA), and Ontario Regulation 429/07 (Accessibility Standards for Customer Service)

Our Commitment

Sioux-Hudson Literacy Council (LBS-GLA) is committed to providing people with disabilities equal access to, and benefit from, our goods and services. To ensure the outcome, all operational policies and procedures are developed under the guidelines of dignity, independence, integration and equality of opportunity, in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005

Providing Goods and Service to People with Disabilities

To meet our commitment Sioux-Hudson Literacy Council (LBS-GLA) accepts responsibility in the following areas:

Communication

Sioux-Hudson Literacy Council (LBS-GLA) will ensure that staff communicate with people with disabilities in a way that will take into account their disability. In order to achieve this goal all staff will be trained on how to effectively interact and communicate with people with various types of disabilities. In addition, Sioux-Hudson Literacy Council (LBS-GLA) will provide alternate methods of communication upon request.

Use of Assistive Devices

Sioux-Hudson Literacy Council (LBS-GLA) recognizes that some individuals with disabilities use assistive devices in order to access services. Sioux-Hudson Literacy Council (LBS-GLA) will permit these individuals to use their assistive devices to obtain, use or benefit from its services.

Service Animals

Sioux-Hudson Literacy Council (LBS-GLA) recognizes that some individuals with disabilities may require the use of guide dogs or other service animals in order to access services. Sioux-Hudson Literacy Council (LBS-GLA) relies on the point of access for the individual to accommodate according to their organizational policies and procedures.

Support Persons

Sioux-Hudson Literacy Council (LBS-GLA) recognizes that some individuals with disabilities rely on support persons for assistance while accessing services. Sioux-Hudson Literacy Council (LBS-GLA) relies on the point of access for the individual to accommodate according to their organizational policies and procedures.

Disruptions to Service

In the event of a planned or unexpected disruption to Sioux-Hudson Literacy Council (LBS-GLA) services that are usually used by persons with disabilities, Sioux-Hudson Literacy Council (LBS-GLA) will provide notice of the disruption to the public, including the reason for the disruption, its anticipated duration, and a description of alternate services that may be available. Notice of such disruption will normally be posted on Sioux-Hudson Literacy Council (LBS-GLA)’s physical buildings and/or website.

Staff Training

Sioux-Hudson Literacy Council (LBS-GLA) will provide training to its staff about the provision of services to persons with disabilities. The training will include a review of this policy, the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, as well as the requirements of the Accessibility Standards for Customer Service.

The training will also include:

  1. how to interact and communicate with persons with various types of disabilities, including those who use assistive devices, service animals or support persons;
  2. how to use equipment or devices that may be available that may help with the provision of services to persons with disabilities; and,
  3. what to do if a person with a disability is having difficulty accessing Sioux-Hudson Literacy Council (LBS-GLA) services.

Staff will be in ongoing training from January 31, 2012 and when changes are made to these policies, practices and procedures. New staff will be trained upon commencement of employment.

Comments and Complaints

Comments or complaints regarding Sioux-Hudson Literacy Council (LBS-GLA) provision of services to persons with disabilities can be made, in person, in writing or by phone, to:

Jonathan Baum                                                                                      Linda Wright
Executive Director                                                                               Director of Distance Projects
807-737-8022                                                                                       1-866-550-0697
admin@siouxhudsonliteracy.com                                                 linda@siouxhudsonliteracy.com

 

Sioux-Hudson Literacy Council

Feedback Procedure 1101-11.2

 

  1. At the time of admission into the agency, the learner shall be informed of his/her ability to express these comments, concerns or complaints and that they have the choice of expressing these concerns by:
    1. Approaching a tutor and / or staff member directly
    2. Talking to the staff member either in private or in the presence of other persons who may provide service to the learners
    3. Raising the issue at an appropriate group meeting
  2.  The learner will be provided with the opportunity for expressing concerns or complaints verbally or in writing.
  3. If the learner has a grievance that they feel has not been satisfactorily dealt with they will be advised that they can request, either verbally or in writing, a meeting with the Program Co-ordinator who will follow up within 5 business days.
  4. If the Program Co-ordinator does not satisfactorily resolve the situation, the learner will have the right to approach the Board of Directors by contacting the Chairperson of the Board.
  5. The Chairperson will appoint a committee of three persons to look into the matter and make recommendations.  The committee will consist of one staff member and two Board members.  The committee will be empowered to recommend and reply within 15 business days:
    1. That the matter come before the full Board
    2. That the matter be referred back to the Program Co-ordinator for resolution
  6. Agency staff will do everything possible to facilitate the grievance process.