Accessible Recreation Facilities & Equipment

1. Purpose

The Municipality of Lakeshore is committed to being responsive to the needs of all its residents and visitors. To do this, we must recognize the diverse needs of all of our residents and visitors by striving to provide services that are accessible to all. As a public service provider, the Municipality of Lakeshore is committed to ensuring its goods and services are provided in an accessible manner.

The Municipality of Lakeshore will promote accessibility through the development of policies, procedures and practices and by ensuring they consider people with disabilities. To do this we will make reasonable efforts to ensure the policies, procedures and practices address integration, independence, dignity and equal opportunity.

The Municipality of Lakeshore will ensure that goods and services will be provided in a manner that respects the dignity and independence of persons with disabilities.

The Municipality of Lakeshore will ensure that the provision of goods and services to persons with disabilities will be integrated whether temporarily or permanently, to enable a person with a disability to obtain, use, or benefit from the goods and services.

The Municipality of Lakeshore will ensure that persons with disabilities will be given an equal opportunity to obtain, use and benefit from the goods and services.

2. Scope

This process shall apply to all departments, divisions and sections within the Municipality of Lakeshore.

This process shall also apply to all employees.

This process shall also apply to all volunteers and contractors who interact with the public on behalf of the Municipality of Lakeshore.

This process applies to all Committees of Council.

This process shall not apply during any period where the Municipality of Lakeshore has declared a “State of Emergency” as defined under the Emergency Management Act.

3. Process

Accessible definitions are as outlined in the Accessible Customer Service Policy.

Staff will communicate with customers in a manner that takes into consideration a person’s disability.

Staff, volunteers and contractors who interact with the public are to receive appropriate training.

Staff shall permit a guide dog or service animal in areas of the premises owned and operated by the Municipality of Lakeshore that are typically open to the public unless the animal is otherwise excluded by law.

If a service animal is being unruly or disruptive, employees may ask the person to whom the service animal belongs to remove the animal from the area or refuse access to goods or services. Staff can explore alternative methods of service upon consultation with the person with the disability.

When requested, staff may inform owners of service animals where they can obtain fresh water or where the animal may relieve themselves. Staff should generally identify an area outside that is not frequently used.

Staff shall permit persons with disabilities accompanied by a Support Person in premises owned and operated by the Municipality of Lakeshore.

Staff shall address the customer, not the support person when assisting.

If there are fees to an event held by the Municipality of Lakeshore, staff shall not charge the Support Person. Staff may request notification in advance of the requirement of a support person if seating is limited.

The Municipality of Lakeshore shall request that agencies working in Municipality of Lakeshore facilities publicly display their policy in regard to support workers. If admission fees are charged, The Municipality of Lakeshore will encourage agencies to provide notice ahead of time on what admission, if any, would be charged for a support worker of a person with a disability.

It is the customer’s responsibility to determine whether a Support Person is necessary; however where an employee believes that a Support Person should be in attendance to protect the health and safety of the customer or others, the employee shall consult the following criteria.  If any of the following criteria is met, the employee shall request the customer have a support person in attendance.

•  When there is a significant risk to the health and safety of the person with a disability or others (the mere possibility of risk is insufficient);
• When the risk is greater than the risk associated with the customers; 

• When the risk cannot be eliminated or reduced by other means;
• When the assessment of the risk is based on consideration of the duration of the risk, the nature and severity of the potential harm, the likelihood that the potential harm will occur, and the imminence of the potential harm; and
• When the assessment of the risk is based on the individual’s actual characteristics, not merely on generalizations, misperceptions, ignorance or fears about a disability.

Staff members shall ask a customer if they would like their support person present before speaking about private issues.

In the event of an emergency, staff members shall assist individuals with accessibility needs to exit the building. In the case where a person with accessibility needs is unable to exit the building (i.e. wheelchair), staff, in accordance with the fire plan, will assist them until emergency services personnel arrive. Once emergency services personnel arrive at the scene, the staff member will inform them of the need for assistance for the person with accessibility needs.

In the case of a service disruption of the lift at Town Hall, staff shall complete and post on all entrance doors, the Notice of Disruption on the day that it occurs.

If the service disruption is planned or shall be extensive, notice shall be posted on the municipal website.

The standard format of documents shall be in text format. Should staff receive a request to provide a document in an alternate format, the staff member shall take the individuals name and contact information; clarify the format the information is requested in and any other pertinent information. The staff member shall notify the customer that the request may take a little time to be revised and it will be completed as soon as possible. The staff member shall contact the customer once the document has been revised. This request is to be forwarded to the Manager of Communication & Strategic Initiatives to complete.

The time frame attached to the conversion process varies depending on the media chosen, the size, complexity, quality of source documents and number of documents to be converted. Documents shall be returned in a timely manner depending on the factors previously noted.

In-house printing shall adhere to the Canadian National Institute (CNIB) for the Blind’s Clear Print guidelines. This includes:

•  Type colour of black or dark blue on white.
• Point size between 12 and 18 points.
• Leading space at least 25% - 30% of the point size.
• Standard fonts such as Arial and Verdana with medium heaviness.
• Italics and upper case letters are not recommended.
• Separate text into columns; use wide binding margins or spiral bindings.
• Use matte or non-glossy finish on paper.

All staff, and third parties who work on behalf of the Municipality of Lakeshore as a volunteer, committee member or otherwise shall be trained on the Municipal policy, process, practices and procedures.

 At this time, the Municipality of Lakeshore has the following assistive devices:

• Assistive door openers located at the Municipal office, Atlas Tube Recreation Centre, Woodslee Millen Centre, and the Comber Community Centre.
• Elevator at the Water Treatment Plant and Atlas Tube Recreation Centre.
• Lift located at the Municipal office.

Persons with disabilities are welcome to use their own personal assistive devices to obtain, use or benefit from the goods and services offered by the Municipality of Lakeshore. At no time shall a staff member touch a person’s assistive device without their express permission.

Feedback forms shall be made available in all public locations at Municipality of Lakeshore facilities. When staff receive these forms, they are to provide them to the Team Leader Civic Engagement. The Team Leader Civic Engagement shall respond if requested, within 30 days.

Staff members shall assist customers in completing forms, if requested.

If a staff member receives verbal feedback, they shall complete the feedback form and submit it to the Team Leader Civic Engagement.

If deemed appropriate, feedback regarding the provision of accessible goods and services may be directed to the Municipality of Lakeshore Accessibility Advisory Committee for recommendations on how to address the complaint or comment.

If agreement on the resolution of a complaint cannot be reached, the matter is to be directed to the Chief Administrative Officer for a decision.

Staff members are to keep all feedback in strict confidence.

If at any time a staff member is unsure of how to handle a situation, they are to refer to their supervisor. The Municipality of Lakeshore has the Accessible Customer Service Policy and the Accessible Customer Service Best Practices and Procedures as reference material.

The following are general considerations when providing customer service to people with disabilities:

•  Use appropriate terms and language. Always put the person first; avoid negative or judgmental terms; people use wheelchairs, canes, and assistive devices.
• Do not make assumptions about a person’s capabilities or intelligence.
• Speak to the person not the interpreter or attendant.
• Ask how you can provide assistance.
• Speak in a normal tone and volume without sounding impatient.
• If you don’t understand a person, don’t pretend, ask him/her to repeat or use an alternative method of communication.

4. Responsibility

It is the responsibility of the Chief Administrative Officer to ensure staff is aware of and follow this process.

It is the responsibility of the Team Leader Civic Engagement to ensure this process is communicated to the public and to the employees of the Municipality of Lakeshore.

It is the responsibility of the Team Leader Civic Engagement to perform the liaison with the Lakeshore Accessibility Advisory Committee.

It is the responsibility of staff to follow this process.

It is the responsibility of the Municipality of Lakeshore to make sure all information is accessible to all parties involved.

5. References

•  Accessibility for Ontarian with Disabilities Act
• Canadian National Institute for the Blind’ s Clear print Standards
• Accessible Customer Service Best Practices and Procedures
• Feedback Form
• Addressing Customer Feedback Form
• Service Disruption Notice

1. Purpose

Municipality of Lakeshore is committed to providing equal treatment with respect to employment without discrimination because of a prohibited ground as described by the Human Rights Code.

The Municipality of Lakeshore will ensure staff are provided with meaningful employment that is ethical and fair, and is in compliance with all applicable employment and human rights legislation.

The Municipality of Lakeshore will support the accommodation of employees and job applicants who require workplace accommodation under any of the grounds described in the Human Rights Code.

The Municipality of Lakeshore will work to achieve a workplace free of barriers by providing accommodation for the needs of those individuals covered by the Code, up to the point where it causes undue hardship for the Municipality of Lakeshore.  Every effort will be made such that the impact of accommodation will not discriminate against another group protected by the Code.

2. Scope

This policy applies to all employees whether they are full-time, part-time, seasonal or students, as well as volunteers and potential applicants.

3. Policy

The approach taken by the Municipality of Lakeshore in the provision of reasonable accommodation shall include:

•  Personalized plans designed to meet the specific needs of individuals.
• Collaborative practices in the creation and implementation of accommodation plans through consultation of all relevant stakeholders, the person to be accommodated and medical professionals.
• An approach that ensures confidentiality and dignity.

The Municipality will work to ensure that individuals protected under the Code are able to work effectively, by making adjustments or modifications to the work, or the work environment, up to the point of undue hardship.

Lakeshore will work with the individual that requests accommodation in an effort to ensure that the measures taken are both effective and mutually agreeable. Lakeshore encourages individuals to make any needs for accommodation known to their immediate supervisor, and to work with them in addressing the issue(s).

Accommodation shall be provided for individuals where a disability or religious requirement requires that the work be modified or adjusted to address the needs of the individual, based on protected grounds of discrimination under Human Rights legislation.

The Municipality shall provide accommodation as appropriate, using a consultative approach that involves the company, the individual, and as appropriate, any applicable union representatives, healthcare professionals, and other third parties that are required to assist in the accommodation process.

Accommodation may be temporary, or permanent based on the requirements of the individual.

The following definitions for a Person with a disability are sourced from the Ontario Human Rights Code:

•  Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, including diabetes mellitus, epilepsy, and any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, or physical reliance on a guide dog or on a wheelchair or other remedial appliance or device;
• A condition of mental impairment or developmental disability;
• A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• A mental disorder; or
• An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act.

An employee requesting accommodation must make a request to their Division Leader or Immediate Supervisor. The Division Leader is responsible for ensuring that a written description of the accommodation plan is prepared for any employee.

Workforce Development shall create an accommodation plan and attempt to determine methods of achieving the requirements for success in the position in alternative manners.

In the creation of the accommodation plan, Workforce Development shall:

•  Identify the need for accommodation.
• Determine objectives for performance in the role, and potential barriers.
• Create a plan for achieving the objectives in an alternative manner.
• Examine the options for accommodation, and select the most appropriate avenue for accommodation.
• Implement the accommodation process.
• Provide training as appropriate.
• Review and revise based on feedback.

In some cases, it will be reasonable to accommodate an individual in another position. The Workforce Development Department, working with appropriate Municipality of Lakeshore Division Leaders, the employee, and union if applicable, will attempt to place the employee in another available position. This may require the assistance of third parties with specialized expertise.

Where an employee is placed in an alternative position, Workforce Development shall ensure that the employee has the requisite qualifications and skill-sets necessary for success in the position, is capable of performing the task associated with the position, and that the employee agrees that the alternate work is acceptable.

In the event that the accommodation requires a substantial change in the position, involving duties or hours, the position may be redesigned.

Where the accommodation requires a substantial change in the position, involving duties or hours, the position may be redesigned.

Where the accommodation required necessitates an investment in materials, equipment or increased budget for the position, requests for financing must be directed to the Finance Department.

The Municipality will meet all legislative requirements in providing accommodation to job applicants as well as employees.

Any applicant to the Municipality that communicates the need for accommodation shall be considered in a manner that is non-discriminatory, and respectful of our Human Rights obligations.

The Municipality shall work to provide workplace accommodation up to the point of undue hardship. Undue hardship may occur where it is established that no forms of appropriate accommodation exist, or where the creation of accommodation would cause excessive costs that create undue hardship for the organization, or where the accommodation would create a health and safety hazard.

4. Responsibility

The process of accommodating individuals is a shared obligation of the Municipality of Lakeshore, the employee, and any applicable unions representing employees.

Management staff should be the first point of contact for employees when requesting a form of accommodation. Together, in consultation with Workforce Development, and, where appropriate, healthcare practitioners and other required third parties, they will work to determine the most appropriate form(s) of accommodation to meet the needs of the individual.

It is the responsibility of the Chief Administrative Officer to ensure everyone is aware of and follows this policy.

5. References

Accessibility for Ontarians with Disabilities Act (AODA).

Human Rights Code.

1. Purpose

The purpose of this policy is to provide overall direction in regards to accessible information and communication.

The Municipality of Lakeshore is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

The Municipality of Lakeshore is committed to meeting the accessibility needs of persons with a disability in a timely manner.

2. Scope

The Corporation of the Municipality of Lakeshore and all its employees are included in this policy.

3. Policy

The Municipality of Lakeshore will provide materials in an accessible format or with communication supports to persons with disabilities, upon request.

•  Accessible formats may include, but are not limited to, large print, recorded audio, electronic formats and Braille.
• Communication supports may include but are not limited to captioning, alternative and augmentative communication supports, plain language and sign language.

If the Municipality is unable to convert the requested information or communications, the Municipality of Lakeshore will provide an explanation about why the materials are not convertible and will provide a summary of the requested information or communications.

Notice to the public about the Municipalities commitment to provide materials in an accessible format or with communication supports, upon request will be posted in public places such as the lobby and on our website.

When a person with a disability makes a request for information to be provided in an accessible format or with communication supports, staff will consult with the person making the request to determine a suitable format that takes the person’s accessibility needs into account. The Team Leader Civic Engagement will make the final decision about the accessible format or communication support to be provided or arranged for. Once the decision is made, the information will be provided or arranged for in a timely manner. If there is a fee normally charged for the information, the person making the request for information in an accessible format or with communication supports, will not be charged more than the standard fee for the information.

Accessibility policies will be available to persons with disabilities on the website and in hard copy at all of our locations. Staff will provide our accessibility policies to persons with disabilities in an accessible format, upon request.

The Municipality of Lakeshore will provide training to staff on the requirements of the information and communications standards of the Integrated Accessibility Regulation of the Accessibility or Ontarians with Disabilities Act.

Training will be provided to all employees and volunteers, all persons who participate in developing policies and all other persons employed by the Municipality. Training is ongoing and occurs as soon as possible after a person is hired or when changes are made to accessible policies.

The Municipalities Tender, Request for Proposal and all other procurement documents will include wording requiring all vendors, contractors and others be trained on accessibility, customer service and the legislation in order to work with the Municipality of Lakeshore.

The Municipality of Lakeshore welcomes feedback from the public and from our employees. Feedback is accepted in the following formats: in person, by telephone, by mail or via email. Upon request, we will receive and respond to feedback in an accessible format or with communication supports. Notice regarding the availability of our feedback processes will be posted in public places and on our website.

The Municipality of Lakeshore is committed to providing our emergency procedures, plans and public safety information that is available to the public in an accessible format or with communication supports, as soon as possible, after a request has been made.

The Municipality of Lakeshore is committed to providing accessible websites and web content to persons with disabilities.

The Municipal website will conform to the World Wide Consortium Web Content Accessibility Guidelines (WCAG 2.0) to Level AA.

Educational or training resources and materials will be provided in an accessible format that considers the accessibility needs of the person with a disability, upon notification of need.

4. Responsibility

The CAO is responsible to ensure staff are aware of and follow this policy.

Staff are responsible to ensure they follow this policy.

5. References

Integrated Accessibility Standard Regulation.

Accessibility for Ontarians with Disabilities Act.