Commitment to Accessible Client Service

United Way East Ontario is committed to excellence in serving all customers including people with disabilities in a way that respects the dignity and independence of those with disabilities. United Way East Ontario is committed to giving people with disabilities the same opportunity to access our services and goods allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Providing goods and services to people with disabilities

United Way East Ontario 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:

Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff/volunteers and others who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff/volunteers and others 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 e-mail, or relay services if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff/volunteers and others are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail, etc.

We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

Use of service animals and support persons

United Way East Ontario is 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 staff, 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.

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 United Way East Ontario’s 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.

Fees will not be charged for support persons for admission to United Way East Ontario’s premises.

Notice of temporary disruption

United Way East Ontario will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.  The notice will be placed at all public entrances and service counters on our premises.

Training for staff, volunteers and others

United Way East Ontario 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.

This training will be provided for staff/volunteers. Training will include the following:

• The purposes of the AODA 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
• How to use any equipment or devices available on our premises or otherwise that may help with the provision of goods or services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing United Way East Ontario goods and services
• United Way East Ontario policies, practices and procedures relating to the customer service standard.

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

Feedback/Complaint Process

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

Feedback/complaints regarding the way United Way East Ontario provides goods and services to people with disabilities can be in writing, by e-mail, by telephone or in person. All feedback/complaints will be directed to the Chief Operating Officer. Customers can expect to hear back in 10 working days.