This policy governs the provision of Patient Ombudsman services in accordance with Regulation 191/11, “Integrated Accessibility Standards” (the Regulation) under the Accessibility for Ontarians with Disabilities Act, 2005 (the Act).
Patient Ombudsman opened its office in July 2016. It is committed to having a fully accessible environment for all individuals with disabilities consistent with the Act and its regulations. When communicating with a person with a disability, Patient Ombudsman will communicate in a manner that takes into account the person’s disability.
Patient Ombudsman will develop, maintain and document an Accessibility Plan outlining Patient Ombudsman’s strategy to prevent and remove barriers from its workplace that may prevent the full participation of individuals with disabilities and to meet its requirements under the Regulation.
The Accessibility Plan will be reviewed and updated in consultation with individuals with disabilities at least once every five (5) years. The Accessibility Plan will be posted on the Patient Ombudsman website and will be provided in an accessible format upon request.
Patient Ombudsman will prepare annual status reports on progress of measures taken to implement Patient Ombudsman’s strategy as contained in its Accessibility Plan. Status reports will be published on Patient Ombudsman’s website and be made available in an accessible format upon request.
Procuring or Acquiring Goods, Services or Facilities
Patient Ombudsman will ensure that accessibility criteria and features are incorporated when it procures or acquires goods, services or facilities, except when it is not practicable to do so. When it is impracticable to incorporate accessibility criteria and features, Patient Ombudsman will provide an explanation upon request.
Information and Communications Standards
Patient Ombudsman will ensure that its processes for receiving and responding to feedback regarding the provision of its services are accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.
Accessible Formats and Communication Support:
When requested, Patient Ombudsman will provide, or will arrange for the provision of, accessible formats and communications supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs.
Patient Ombudsman will consult with the person making the request in determining the suitability of an accessible format or communication support.
Patient Ombudsman will also notify the public about the availability of accessible formats and communication supports.
Accessible Websites and Web Content:
Patient Ombudsman’s internet and intranet websites, including web content, will confirm with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except when this is impracticable.
Patient Ombudsman will notify its staff and the public about the availability of accommodation for applicants with disabilities in its recruitment process.
Patient Ombudsman will notify job applicants that, when they are individually selected to participate further in an assessment or section process, accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Patient Ombudsman will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
Notice to Successful Applicants:
When making offers of employment, Patient Ombudsman will notify the successful applicant of its policies for accommodating employees with disabilities.
Informing Employees of Supports:
Patient Ombudsman will inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provide to new employees as soon as practicable after commencing employment.
Accessible Formats and Communication Support for Staff:
Upon the request of an employee with a disability, Patient Ombudsman will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees.
Workplace Emergency Response Information:
Patient Ombudsman will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Patient Ombudsman is aware of the need for accommodation due to the employee’s disability. Patient Ombudsman will provide this information as soon as practicable after becoming aware of the need for accommodation.
When an employee requires assistance, Patient Ombudsman will, with the consent of the employee, provide the workplace emergency response information to the person designated by Patient Ombudsman to provide assistance to the employee. It is recognized that this may include providing information to a representative(s) of the premises in which Patient Ombudsman is located.
Patient Ombudsman will review the individualized workplace emergency response information when the employee moves to a different location within the organization, when the employee’s overall accommodation needs or plans are reviewed, and when Patient Ombudsman reviews its general emergency response policies.
Documented Individual Accommodation Plans:
Patient Ombudsman will establish and maintain a written process for the development of documented individual accommodations plans for employees with disabilities.
Individual accommodation plans will include workplace emergency response information provisions, when required, and will identify any other accommodation that is to be provided.
If requested, information regarding accessible formats and communications supports provided will be included in individual accommodation plans.
Return to Work Process:
Patient Ombudsman will maintain a documented return to work process for its employees who have been absent form work due to a disability and who require disability-related accommodations in order to return to work.
The return to work process will outline the steps Patient Ombudsman will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
The return to work process will not replace or override any other return to work process created by or under any other statute (e.g., the Workplace Safety Insurance Act, 1997).
Performance Management, Career Development and Advancement & Redeployment:
Patient Ombudsman will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.
Training Employees and Volunteers
Patient Ombudsman will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Ontario Human Rights Code as it pertains to persons with disabilities to:
- All its employees and volunteers;
- All persons who participate in developing Patient Ombudsman policies; and,
- All other persons who provide goods, services or facilities on behalf of Patient Ombudsman.
Training provided will be appropriate to the roles and responsibilities of staff, volunteers and other persons.
Staff will be trained when changes are made to Patient Ombudsman’s accessibility related policies. New staff will be trained upon commencement of their employment with Patient Ombudsman.
Patient Ombudsman will maintain a record of the training it provides.