Resources to assist FHTs in meeting requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

The purpose of the AODA legislation is to create an accessible Ontario for persons with disabilities by 2025 through provincial accessibility standards which improve access by identifying, removing, improving and preventing barriers. Under this act, the following Standards have been or will be enacted:

• Customer Service (in effect as of Jan.1, 2012)
• Employment + Information and Communication + Transportation (each are waiting for enactment)
• Built Environment (has not had 3^rd reading).

  All businesses, including non-profits with 1 or more employees must be compliant with the ‘Customer Service Standard’ by January 1, 2012. The focus is on flexible service that meets individual needs which put the person first, not the disability.  Core principles are independence, dignity, integration and equality.

Fines for non-compliance:

Fines may be up to $155,000. Liability for conviction per Director or Senior Manager is $50,000/day and for an organization is $100,000/day.  

Requirements of Customer Service Standard:

1. Establish policies, practices and procedures to provide accessible service to people with disabilities.
2. Allow for assistive devices, support persons and service animals appropriately.
3. Provide alternative and accommodating communication formats, on request.
4. Post notices when access to facilities or services are interrupted.
5. Train all employees and others who represent the organization and maintain training records.
6. Establish and make available a public document for this accessibility standard.
7. Report organizational compliance and progress related to this standard to the provincial government.

Resources to help FHTs meet mandatory requirements:

AccessON website offers compliance information and standards for all accessibility challenges within Ontario. Primary Care Accessibility Checklist is a self-assessment tool for the primary care setting meant to increase awareness of the needs of patients with disabilities, and to enhance accessibility in the practice. The Guelph Family Health Team (GFHT) is sharing their templates with AFHTO Members. Documents may be edited to match individual FHT branding and accessibility requirements.

• Customer Service Accessibility Standard PowerPoint: Summary PowerPoint outlines legislation standards, training requirements, communication needs, accessibility services,
• GFHT Accessibility Standards for Customer Service Policy: Example policy outlining the FHT’s commitment to providing welcoming and accessible service to all persons, including those with disabilities.
• GFHT Accessible Customer Service Plan: Sample poster briefly outlining GFHT’s accessibility customer service policy.

Other templates and resources shared by member teams can be found here.