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Accessible Customer Service And Integrated Accessibility Standard

ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS FOR EMPLOYEES
Westmount will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.
 
If an employee with a disability requests it, Westmount will provide or arrange for the provision of accessible formats and communication supports for the following:

  • Information needed in order to perform his/her job; and
  • Information that is generally available to all employees in the workplace.
 
Westmount will consult with the employee making the request to determine the best way to provide the accessible format or communication support.
 
WORKPLACE EMERGENCY RESPONSE INFORMATION
Where required, Westmount will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace and will be created in consultation with the employee.
This information will be reviewed when:
  • The employee moves to a different physical location in the organization;
  • The employee's overall accommodation needs or plans are reviewed; and/or
  • Westmount Golf & Country Club reviews general emergency response policies.
 
PROCESS TO ACCOMMODATE EMPLOYEES
Westmount will continue to take the following steps to ensure that internal process regarding return to work practices, performance management, career development and job changes take into account accessibility needs of employees:
·         We will review processes to identify barriers to accessibility that may exist;
·         We will consult with employees who have advised us of a disability that requires accommodation.
 
TRAINING FOR STAFF
Persons for whom this standard applies shall receive training as required by the Accessibility Standards for Customer Service (Ontario Regulation 429-07) and the Integrated Accessibility Standards (Ontario Regulation 191-11). 
 
Westmount will provide training to all employees who are expected to deal with members of the public and other third parties, on behalf of Westmount, as well as all persons who participate in developing policies, practices and procedures pertaining to the provision of goods and services.
 
Training will include information on the following:
  • The purpose of the Accessibility for Ontarians with Disability Act, 2005 and the requirements of the customer service standard;
  • Westmount’s policies, practices and procedures relating to the customer service and integrated accessibility standard;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use 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;
  • Requirements pertaining to persons with disabilities as outlined by the Ontario Human Rights Code.

 
Staff will also be trained on an ongoing basis as they enter employment with Westmount and when changes are made to these policies, practices and procedures.
 
FEEDBACK PROCESS
Westmount welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
 
Those who wish to provide feedback can e-mail, phone, complete the feedback form below, or print and complete this form and send to us:
[email protected]

Human Resources
Westmount Golf & Country Club, Ltd.
50 Inverness Drive
Kitchener, Ontario
N2M 4Z9
P: 519-742-2323

All feedback will be directed to the Human Resources Manager and an acknowledgement of the message can be expected within five (5) business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of Westmount Golf & Country Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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FEEDBACK FORM

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