Preamble
Brainworks is a client-centred company that provides practical and meaningful rehabilitation services to individuals and families living with the effects of brain injury, chronic pain, post traumatic stress and other challenges. Brainworks is committed to excellence in serving all clients including people with disabilities. In fact, virtually all Brainworks clients live with a range of disabilities and all services are adapted to meet their needs. Brainworks is committed to meeting is current and ongoing obligations under the Human Rights Code respecting non-discrimination. Brainworks believes in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. In keeping with the Accessibility for Ontarians with Disabilities Act, 2005, and its accessibility standards do not substitute or limit its obligations under the Ontario Human Right Code or obligations to people with disabilities under any other law. We are publishing our company’s plan for accessibility standards.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Training
We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
In addition, we will train:
a) all persons who participate in developing the organization’s policies; and
b) all other persons who provide goods, services or facilities on behalf of the organization
Training of our employees and volunteers on accessibility relates to their specific roles.
Training includes:
• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
• our policies related to the Customer Service Standards
• 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
• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
• what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.
We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
Assistive devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities. We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
Communication
We communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties.
When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service
animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
• explain why the animal is excluded
• discuss with the customer another way of providing goods, services or facilities
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Brainworks does not charge any additional fees to clients who are accompanied by support persons. If Brainworks determines that a person with a disability must be accompanied by a support person when on the premises, it will only decide so, after consulting with the person with a disability and considering the available evidence that determines, (a) a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises; and (b) there is no other reasonable way to protect the health or safety of the person with a disability and the health or safety of others.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, Brainworks will notify clients 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. The notice will be communicated to clients by mail, telephone or in person, according to the usual means of communication agreed to with clients during the course of treatment.
Notice of Availability of Documents
Brainworks notifies the public that documents related to accessible customer service, are available upon request by emailing info@brainworksrehab.com.
Accessibility Compliance Report
Please see our latest Accessibility Compliance Report by clicking here
Employment
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodations needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.
Feedback process
Clients who wish to provide feedback on the way Brainworks provides goods and services to people with disabilities can send their comments to Brainworks using the contact information at the end of this document. All feedback should be directed to the Manager, Human Resources. Clients can expect to receive a response within one week of its receipt at the office. Complaints will be addressed according to Brainworks’ regular complaint management procedures.
Modifications to this or other policies
Any Brainworks policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Contact information
Head Office
29 King William Street
Huntsville, ON, P1H 1G4
Phone: (705) 787-7500
Toll Free: (877) 421-7575
Fax: (705) 787-0698
www.brainworksrehab.com
info@brainworksrehab.com