Contents
Eastholme Accessibility Plan Background and Statement
of Commitment
East Parry Sound
Community Support Services (CSSP) - Specialized Transportation
Eligibility and access to service (including emergency)
Fees, fee parity and payment options
Access to service, coordination of service and hours of
operation
Feedback and Availability
of Documents
Employment &
Individual Accommodation Plans.
Built Environment Standards – Design of Public Spaces
Eastholme Accessibility Working Group
Accessibility Standards Successes
Accessible Emergency Information
Integrated Accessibility Standards (IASR)
Transportation and Design of Public Spaces
General Accessibility Standard
Information and Communication Standard
Design of Public Spaces Standard
Accessible Transportation Standard
Eastholme Accessibility Plan Background and Statement of Commitment
Eastholme is a 128-bed Home for the Aged
located in the municipality of Powassan. The Home is supported by 14
municipalities in the territorial district of Parry Sound East and is operated
by the Board of Management. The Board of Management is appointed by the
municipalities and includes 2 provincial appointees.
Eastholme is committed to providing quality
long-term care service to the residents of the Home, and as one of the largest
employers in the district, we offer a variety of career opportunities. We
provide care and services to our residents and community clients with
compassion and ensure they are treated with respect and dignity.
The Board of Management also administers
the East Parry Sound Community Support Services Program. The program staff, with the
assistance of many dedicated volunteers, deliver much-needed services
throughout the district including: meals-on-wheels,
frozen prepared meals, transportation, seniors’ luncheons, and falls
prevention-balance and stretch classes.
Established in 1967 and re-developed in 2001
and 2004 to increase the number of beds, within the updated Ministry design
standard of Class A beds, at that time the building was designed to ensure most
areas of the home were accessible by people who required wheelchairs or walkers
or other mobility aides.
Eastholme strives to treat all individuals in a
manner that allows them to maintain their dignity and independence. Eastholme promotes integration and equal
opportunity and is committed to meeting the needs of people with disabilities
in a timely manner. We will seek to
achieve this by preventing and removing barriers to accessibility and by
meeting accessibility requirements under the Accessibility for Ontarians with
Disabilities Act 2005 (AODA) and Ontario’s accessibility laws.
Eastholme is committed to meeting its current
and ongoing obligations under the Ontario Human Rights Code respecting
non-discrimination and understands that AODA standards do not limit its
obligations under the Ontario Human Rights Code or Obligations to people with
disabilities under any other law.
As indicated in our Mission statement,
Eastholme’s purpose is to provide quality long-term care services to our
residents. Our Philosophy of Care
indicates we will provide care and services with compassion to the residents
and ensure that they are treated with respect and dignity. We will strive to
create an atmosphere within our home of warmth and friendliness.
Communication
Eastholme will make every reasonable effort to
communicate in the most appropriate way with persons with disabilities, which
includes communicating in ways that take into account
the person’s disability. This may include the following types of communication:
·
large
print
·
recorded
audio
·
visual
and electronic formats
·
braille
·
and
other useable formats
Eastholme will strive to offer
communication supports which may include use of
captioning, plain language, sign language, or use of communication aides as may
be appropriate to facilitate effective communication.
Service Animals
We welcome people with disabilities and their
service animals. Service animals are allowed on the parts of our premises that
are open to the public and third parties.
When we cannot easily identify that an animal
is a service animal, our staff may ask for documentation from a regulated
health professional that confirms the person needs the service animal for
reasons relating to their disability.
A service animal can be easily identified
through visual indicators, such as when it wears a harness or a vest, or when
it helps the person perform certain tasks.
A regulated health professional is defined as a
member of one of the following colleges:
• College of Audiologists and Speech-Language
Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and
Registered Mental Health Therapists of Ontario
Service animals may be prohibited from
entering certain areas of the home which may be subject to other regulatory
requirements (such as a kitchen, food pantry, electrical room, boiler, roof, etc). Where appropriate, other considerations will be made
at the time of request for entry to these areas with a service animal to
determine validity of request, and whether there is an alternate approach to
accommodating the request. Additional
information can be found in the service animal policy.
Support Persons
A person with a disability who is accompanied
by a support person will be allowed to have that person accompany them on our
premises. The Ministry of Long-Term Care
provides for essential care givers to support residents of Eastholme.
Where other members of the public at large
require a support person, Eastholme will permit such person
to enter while accompanied by the person with the disability.
Where for health and safety reasons of the
person with a disability or others on premises, Eastholme may assign a support
person. In such circumstances, Eastholme
will consult with the person with the disability to understand their needs,
consider health or safety reasons based on available evidence, and determine if
there is no other reasonable way to protect the health or safety of the person
or others on premises.
East Parry Sound Community Support Services (CSSP) - Specialized Transportation
Eastholme’s CSSP program provides
transportation services for people who require specialized wheelchair
accessible service. The CSSP program
operates a van equipped with a BraunAbility conversion side entry wheelchair
ramp. Additionally, the van contains
space for other mobility aides.
Eligibility
and access to service (including emergency)
The service is available to seniors and
individuals with a disability (either temporary or permanent) who would
otherwise be unable to access transportation
service. All individuals contact the
main service line (705-724-6028) to request service. There is only one van operated by the CSSP
program and rides are booked in advance of the date requested. Where possible, however, staff will try to
accommodate last minute requests due to emergency
situations or unforeseen circumstances.
This may not be possible if the van is already booked and/or in use for
the requested period of time.
Rides are scheduled using the Ride-Scheduler
program. There are currently no wait
times for the service. The individual is
provided with the option to re-schedule if the van has already been booked for
the time requested.
Fees,
fee parity and payment options
Fees for the service are based on a per km rate
which is equal to those charged for other volunteer programs (who do not have
disabilities). The rates are comparable to those charged by
other/similar CSSP programs.
CSSP provides multiple payment options for
individuals requiring the service. These
include cash, cheque, money order, e-transfer, or online payments.
Access
to service, coordination of service and hours of operation
Driveways are required to be plowed and
accessible by wheelchair vans in order allow for provision of service. Where
other local agencies are not able to provide service, CSSP will work with that
provider to offer service (if the wheelchair accessible van is available).
Hours of operation are Monday to Friday between 8am
to 4pm. Where the hours fall outside of
the regular operating hours, CSSP will make an effort to
accommodate the ride for the time requested.
Companions
and children
The wheelchair accessible van has a bench at
the back of the vehicle which allows for a family
member or dependent to travel with the individual requesting the service. If traveling with children, the individual
requesting the service must also provide the required car seat and remain
responsible for the children.
Equipment
failure
CSSP follows a regular maintenance program for the wheelchair van and attached equipment. Should the vehicle or equipment malfunction
while in use the driver of the van will notify the program coordinator, who will
make alternative arrangements.
Training
Eastholme is committed to training all staff
and volunteers in accessible customer service, other Ontario’s accessibility
standards and aspects of the Ontario Human Rights Code that relate to persons
with disabilities.
Additionally, the following people will be
trained on AODA, and accessibility laws, as well as
Ontario Human Rights Code as it pertains to their specific role. This includes staff who participate in the
development of policies as well as those staff members who are responsible for
assisting members of the public or who provide service
to residents of Eastholme.
Training includes:
·
purpose
of the Accessibility for Ontarians with Disabilities Act, 2005 and the
requirements of the Customer Service Standards
·
our
policies related to the Customer Service Standards
·
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 the equipment or devices available on-site or otherwise that may help
with providing goods, services or facilities. These include:
o
Tablet,
or other communication device
o
Sign
o
Other device provided by person with disability
Training is provided upon hire
(orientation), with a refresher when accessibility related policies are
revised, for administration, management, and supervisory staff. Additional
training may be provided when there is an identified need.
Feedback and Availability of Documents
Eastholme
strives to continue to provide accessible customer service to everyone entering
or visiting the home. Feedback will assist
with the identification and removal of barriers as well as to
help improve our service delivery.
All
feedback (including complaints) alternate communication supports as well as a
requests for documents in alternate accessible formats, will be available by contacting:
Donna Mae
Robins by telephone at (705)-724-2005 extension 224 or by email at dmrobins@eastholme.ca.
A response
to the inquiry will be submitted within 10 business days. Where additional time is required to review
the circumstances of the complaint, the response will include the nature of the
actions being taken, and the estimated time to respond.
We are
happy to provide requests for documents in an accessible format or with
communication support, on request. We will consult with the person making the
request to determine the suitability of the format or communication support. We
will provide the accessible format in a timely manner and,
at no additional cost.
We have a
process for receiving and responding to feedback and the process is accessible
to persons with disabilities upon request. We communicate with people with
disabilities in ways that take into account their abilities.
When asked, we will provide information about our organization and its
services, including public safety information, in accessible formats or with communication
supports:
a) in a timely manner, taking into account the person’s accessibility needs due to
disability; and
b) at a cost that is no more than
the regular cost charged to other persons.
We will
consult with the person making the request in determining the suitability of an
accessible format or communication support. If Eastholme determines that
information or communications are unconvertible, Eastholme shall provide the requestor
with:
a) an explanation as to why the
information or communications are unconvertible; and
b) a summary of the unconvertible
information or communications.
We notify
the public about the availability of accessible formats and communication supports by request to the individuals noted above.
We will
also meet internationally recognized Web Content Accessibility Guidelines
(WCAG) 2.0 Level AA website requirements in accordance with Ontario’s
accessibility laws.
Employment & Individual Accommodation Plans
As an
accessible employer Eastholme is committed to ensuring that everyone has an
opportunity to succeed in the workplace regardless of disability, from the
recruitment stage through to the career development and re-development stage of
employment.
At the
recruitment stage all postings include options for access for communicating a
request for accommodation. At the
selection stage, Eastholme considers any appropriate accommodation in
supporting the interview and assessment phase in determining the candidate’s
suitability for the position.
When
individuals with a disability are employed with Eastholme, employee specific
suitable accommodations which take into account the
employee’s abilities are considered and provided to allow the employee to actively
contribute to their role.
Individual
accommodation plans are created and updated as necessary to ensure that there
are no barriers in the return-to-work process (for injured workers), and to
support workers in performing their work.
Built
Environment Standards – Design of Public Spaces
While
Eastholme has no current plans to engage in new construction or significant
redevelopment of its facilities at present, Eastholme will meet the
Accessibility Standards for all built obligations should any such construction
take place in the future.
Eastholme
will put procedures in place to prevent service disruption to its accessible
parts of public spaces. In the event of
a service disruption, Eastholme will notify the public of the service
disruption and alternatives available.
Eastholme’s
response to AODA
The coming into force of the AODA’s and the
Integrated Accessibility Standards Regulation (IASR) and its requirements in
2013 set out requirements in the areas of customer service, information and
communication, employment and public spaces.
Eastholme is a municipal home, with 14 contributing municipalities. Eastholme is committed to working through the
provisions listed in the legislation to make this home a fully compliant and
accessible public space.
Part of Eastholme’s philosophy of care
is “to provide care and services with compassion to residents and ensure they
are treated with respect and dignity“. We are committed to finding ways to remove
barriers for people with disabilities who work, visit or live here.
Eastholme
Accessibility Working Group
Eastholme has established an internal working
group to review the standards and requirements which includes the considerations
of persons with disabilities who access this building or other locations. The working group meets on a regular basis
to identify areas of concern and provide recommendations to be implemented in
the multi-year accessibility plan (MYAP) including any budget and other
relevant considerations. This group
will also review feedback from resident and family council (when available),
consider implications of renovations and the implementation of the design of
public space standards, and strive to propose appropriate recommendations to address
concerns cited. The feedback from these meetings is used to
create adjustments to the MYAP.
This group is composed of the
Administrator, the Assistant Administrator & Environmental Services as well
as other members of the management team who represent the various departments
of the home. Resident and Family
councils may participate or provide feedback through their respective
meetings. The MYAP plan is presented to
the Board of Management for review and approval.
Accessibility
Standards Successes
In 2017 the Administrator and designated staff began
the process of ensuring Eastholme was successful in aligning its processes with
the standards proposed in AODA and the IASR standards. Eastholme developed the following standards.
General
Standard
2021/22 – Add new tubs to all tub rooms,
including the chair lift to maintain accessible design and IPAC Standards.
2022 – Initiation of staff scheduling system to
report time
2023 – Addition of individual schedules to
staff scheduling system, which are more easily accessible and can be viewed in
larger print at staff discretion.
Customer
Service Standard
2017 –
Eastholme developed the Accessible Customer Service Policy
Accessible
Emergency Information
2017 – Protocol was established to make
available emergency response information to customers and clients in an
accessible way upon request. Eastholme
also provided employees with disabilities the
opportunity to assist with development of an individualized emergency response
plan (as required).
Integrated
Accessibility Standards (IASR)
Training
Standard
2017 – Eastholme worked to determine the job
specific training required for staff as it pertains to persons with
disabilities. Training was provided to
All employees, independent contractors, volunteers and those who participated
in policy development.
2023/24 – Provide refresher training to staff
members.
Information and Communication
2017 – Eastholme began the process to review
communication standards and seek alternative ways to provide information in
accessible formats (upon request) while consulting with the person with the
disability to determine the most appropriate format.
2017 – Eastholme was compliant with Worldwide
Consortium Web Content Accessibility Guidelines (WCAG 2.0) Level A.
2020 – A new website was developed that was
easier to navigate.
2021 – The website was reviewed and equipped
with audio eye to provide accessibility features. The website was considered
to be WCAG 2.1 Level AA compliant.
2017 – Main contact was set as the Director of
Administrative Services – Donna Mae Robins (705-724-205 ext
224)
Employment
Standard
2017 – Job postings were adjusted to notify
candidates of the existence of available accommodations for persons with
disabilities. These modified postings were
published on the website and external posting sites.
2017 – Internal processes were changed to
notify job applicants of the start of the selection process, and to ensure
candidates were aware that there were accommodations available upon
request. The process included
consultation with candidates to determine the most suitable accommodation that
considered the applicant’s accessibility needs due to the disability.
2017 – Notice to successful applicants was
added to include the review, and modification of procedures and processes
necessary to accommodate as well as inclusion of notification on policies on
accommodating employees with disabilities in employment letters.
2017 – Eastholme informed all employees that it
would support employees with disabilities and provide for
job accommodations that take into consideration the employees accessibility
needs.
2017 – Eastholme incorporated new accessibility
requirements under IASR to ensure the removal of barriers to reentry in the
workplace for employees with disabilities.
This included meeting with employees, developing and documenting
individualized accommodation plans for employees with disabilities. Along with this, Eastholme created processes
to request evaluation of needs by medical or other expert, determination of how
to provide accommodation, steps to protect employee’s privacy, frequency of
plan reviews, reasons for denial, and communication provided (in accessible
format).
2017 – Return to work process (RTW) were
refined to include documentation of steps taken to facilitate the RTW,
development of individualized written plans, and use of individual
accommodations suitable for the employee.
2017 –
Performance Management and career development and re-development processes were
modified to ensure that the employee’s individual accessibility needs were
considered.
2022 – Workplace
Workplace Accommodation Policy and Procedure and
Individual Accommodation Plans policy revised.
Transportation
and Design of Public Spaces
2020 – Additional
off-street parking added due to additional agency and contract staff engaged. Additional spaces were added to the service
lot (containing the delivery vehicle loading dock). The addition triggered a review of the
condition of the existing spots and their signage.
2017 Transportation – Our East Parry Sound Community Support Services
Program offers specialized transportation services. There is a central intake process for the
service that considers the needs of individuals requesting access to this
program and establishes standardized fees.
Accessibility
Future Plans
Eastholme’s accessibility working group
continues to meet regularly to identify areas of potential improvement. During 2022 and early 2023 Eastholme
conducted a systematic review of internal and external spaces to identify
potential areas for improvement. The
following is a list of the areas of priority for the next five years (2023 – 2027).
General
Accessibility Standard
Work to align CSSP program and Eastholme main
location in terms of accessibility.
Consider program design at various locations
where CSSP provides service delivery and consider whether there are any barriers
preventing access to service.
2023/24 – Review exterior environment and
re-measure and paint accessible parking spots, as well as update signage.
2023/24 – Make improvements to front
counter/reception area.
2023 – Update policy to better define
procedures for service animals.
2023 – Update Resident Survey required under Fixing
Long Term Care Act 2021 and related reporting to ensure they are prepared
in accessible formats.
2024/25 – Investigate options for adding Braille
to resident room numbers.
2024/25 – Investigate options for adding voice
instructions to main elevators.
2024/25 – Create/improve south side outdoor
area to include light displays.
Information
and Communication Standard
2023/24 – Continue to ensure all public-facing documents are accessible.
2023/24 – Training to be provided to administration and management regarding AODA.
Develop a training plan for staff on creating accessible documents, forms, templates, reports, presentations, brochures, notices, etc.
Review of internal process for document
collection and retention. Identify
appropriate digital formats to be used to meet future accessibility needs as we
consider moving to more digital solutions.
Identify alternative formats that may be provided upon request, by
document type.
Review of formats for documents posted on
website for compliance with accessibility standard and revise as necessary.
Define formats required for various documents
retained.
2023 – Addition of individual time banks to
staff scheduling system, which are more easily accessible to request time off.
2023 – Program communication portal in staff
scheduling system – to provide more flexible means of corresponding with
manager around individual needs.
2023/24 – Update physical signage.
2023/24 – Update personal emergency plan
information in staff scheduling portal.
2024/25 – Consider upgrade to
phones, to include features for those who are hard of hearing.
Employment
Standard Goals
Eastholme continues to review and update staff
training on accessibility according to role and identified need. We continually strive toward an inclusive
workplace culture that is free from discrimination of any form.
Design
of Public Spaces Standard
2023 – Evaluate outside spaces and wheelchair
ramps for frost heaving or other uneven conditions, re-set as necessary, paint
and add slip proof material.
2023 – Review condition of resident walkways
and outside visitation spaces – review for trip hazards and uneven surfaces.
2023 – Review outside picnic/eating areas for
appropriate wheelchair spaces.
Customer
Service Standard
2023/24 – Undertake a review of public facing
forms to ensure they are provided in accessible formats.
2023/24 – Review signage and general
environment in all corridors and public areas of the building to improve
navigation and reduce confusion (especially moving toward south wing).
2023/24 – Evaluate need for social worker for
residents under the Resident Health and Well Being Funding Policy.
Accessible
Transportation Standard
2023/24 – Review signage and general
environment in all corridors and public areas of the building to improve
navigation at the CSSP office.
2023/24 – Undertake a review of public facing
forms to ensure they are provided in accessible formats.
2023/24 – Consider van specific updates (security
features such as grab bars, etc), when looking for a
new vehicle for lease.