A SIMPLE TOUCH LEADS TO ENDLESS POSSIBILITIES

Individuals who are deafblind require services that are unique from those designed exclusively for the blind or deaf

Customer Service

Customer Service Procedures

Providing Services to People with Disabilities

 
Definitions

Persons with Disabilities

Any person that has a disability as defined under the Ontario Human Rights Code (e.g. Person with a Visual Impairment, Person with a Hearing Impairment, etc.).

Service Animals

Animals specially trained to assist a person with a disability.

Support Persons

Any person that accompanies and assists a person with a disability.

Employee

As it related to training on this policy includes: Senior Managers, Regional Operations Managers, Administrative Employees, Office volunteers, Board of Directors and Board Committee members.

 

Providing services to people with disabilities

DeafBlind Ontario Services is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

1. Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train employee* who communicate with the general public on how to interact and communicate with people with various types of disabilities.

2. Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train employee to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by other means, e.g. e-mail, large print, relay services] if telephone communication is not suitable to their communication needs or is not available.

3. Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our employee are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. Worksite accommodations to ease the use of any assistive devices will be made.

4. Notice of Disruptions in Service

If possible, notify all scheduled customers of any disruptions in service.

 

Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all employee, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. Employee will not distract or disrupt any service animal by touching, petting or talking to the animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter DeafBlind Ontario Services’ premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

 

Training for employees

DeafBlind Ontario Services will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:

Senior Managers, Manager of Regional Operations, Administrative employees, Office volunteers, Board of Directors and Board Committee members.

This training will be provided within 3-6 months after employee commence their duties.

 Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • 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 DeafBlind Ontario Services’ services.
  • DeafBlind Ontario Services’ policies, practices and procedures relating to the customer service standard.

Applicable employee will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Employee will also be trained on an ongoing basis when changes are made to these policies and procedures.

 

Feedback process

The ultimate goal of DeafBlind Ontario Services is to meet and surpass expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way DeafBlind Ontario Services provides services to people with disabilities can be made by e-mail, phone or fax. DeafBlind Ontario Services will accommodate the feedback process to meet individual customer’s needs if necessary.

All feedback will be directed to the Director of Development & Communications. Customers can expect to hear back in 24 hours. Complaints will be addressed according to complaint categories already established in our organization’s complaint process procedures.