ACCESSIBILITY COMPLIANCE

Background

In 2005, the Accessibility for Ontarians with Disabilities Act (“AODA”) was passed. The purpose of the AODA is to break down barriers and obstacles that keep people with disabilities from easily managing basic activities such as getting groceries, traveling and integrating into the workforce. The goal of the legislation is to achieve a fully accessible Ontario by 2025.

The regulations associated with the Integrated Accessibility Standards (“IASR”) require 7209908 Canada Inc. dba Russell Meadows Retirement Community to establish and maintain a multi-year accessibility plan which outlines Russell Meadows Retirement Community’s strategy to prevent and remove barriers for persons with disabilities and to meet its requirements under AODA.

The following accessibility standards set requirements that are applicable to Russell Meadows Retirement Community: Customer Service, Information & Communications and Employment.

Objectives

This multi-year accessibility plan will help Russell Meadows Retirement Community make advancements in meeting the requirements under the AODA. The plan outlines the specific requirements of the AODA and how Russell Meadows Retirement Community will actively work on removing barriers for people with disabilities who come to Russell Meadows Retirement Community.

Purpose

In accordance with Accessibility for Ontarians with Disabilities Act, 2005(AODA), Russell Meadows Retirement Community is committed to excellence in serving our residents, staff and or visitors and in making our facility accessible to all persons including those with disabilities.

The Integrated Accessibility Standards (the “IAS”) is a regulation under the Act the purpose of which is to ensure accessibility for persons with disabilities in the areas of (i) Information and Communication, (ii) Employment, (iii) Transportation and (iv) Design of Public Spaces.

The purpose of this policy (the “Policy”) is to identify and document how Russell Meadows Retirement Community currently achieves accessibility by meeting the requirements of the IAS and how it will continue to work towards improving accessibility for persons with disabilities.

For a more detailed explanation of Russell Meadows Retirement Community’s strategy to prevent and remove barriers for persons with disabilities please refer to Russell Meadows Retirement Community’s Multi-Year Accessibility Plan (“the “Accessibility Plan”) which is available on the Russell Meadows Retirement Community’s website at www.russellmeadows.com.

Our Commitment

We strive to provide our residents, staff and or visitors with services that reflects the principles of dignity, independence, integration and equal opportunity. Our commitment is to provide all residents, staff and or visitors including those with disabilities with the same opportunity to access, and benefit from our goods and services.

Russell Meadows Retirement Community is committed to developing, implementing and maintaining policies aimed at meeting the accessibility needs of persons with disabilities in a timely manner.

Providing Goods and Services to People with Disabilities

Russell Meadows Retirement Community is committed to removing barriers to accessibility for all our residents, staff and or visitors including those with disabilities.

  1. Communication – We will communicate with residents, staff and or visitors with disabilities in ways that take their disability into account. We will train our people on how to interact and communicate with persons with various types of disabilities.
  2. Telephone Services – We are committed to providing filly accessible telephone service to our residents, staff and or visitors. We will train our people to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with residents, staff and or visitors using the relay service or by email if telephone communication is not suitable for their needs or is not available.
  3. Assistive Devices – Russell Meadows Retirement Community welcomes our residents, staff and or visitors with disabilities and allows them to use their own personal devices. Russell Meadows Retirement Community also offers wheelchairs and other mobility aides for assistance. We will keep these items in good working order and will inform our residents, staff and or visitors of their availability or of any disruption of service. Please note that we do not have wheelchairs that residents may keep for the duration of their tenancy agreement. Not on Oxygen Tanks: Residents requiring the use of an oxygen tank may bring it with them into either building and on our bus; however, we ask that they inform the bus driver so that it can be determined if their current seat is the best accommodation for this assistive device.
  4. Documentation – All published documents can be made available in hard copy, large print and email if required.

 Support Persons

Russell Meadows Retirement Community welcomes support persons for any resident, staff and or visitors with disabilities. Everyone entering our home, including those acting as a support person, is required to sign in and out of our buildings.

If a resident, staff and or visitor and their support person come to an event ( open house, part or tour ); our staff will do their best to relocate them to a location where they can be seated together. The ability to do this will be based on availability and cannot be guaranteed. If they cannot be seated together, we will ensure that our resident, staff and or visitor can access their support person while in our home.

Service Animals

Russell Meadows Retirement Community welcomes service animals for any resident, staff and or visitors with disabilities. Service Animals may accompany the resident, staff and or visitor in areas open to the general public. Residents, staff and or visitors should ensure that they have the proper documentation that identifies their animal as a certified service animal.

Notice of Temporary Disruption

Russell Meadows Retirement Community will provide notice to the public when there is a temporary disruption of facilities or services used by our residents, staff and or visitors with disabilities to access our goods or services. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative services that may be available. We will post this notice in reasonable places including channel 69, all communication boards ad, where possible, the point of disruption. When possible, disruptions that are known in advance will be posted on channel 69 and all communication boards.

Employee Training

Russell Meadows Retirement Community will provide training to all employees and others who interact with our residents, staff and or visitors, as well as those who are involved in the development of corporate policies, practices and procedures. Russell Meadows Retirement Community will also ensure that the staff of third parties operating within our homes has received training on serving our residents, staff and or visitors with disabilities.

Training will cover the following:

The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard is as follows:

  • How to interact and communicate with residents, staff ad or visitors with various types of disabilities.
  • How to interact with residents, staff and or visitors with disabilities that use an assistive device or require the assistance of a service animal or support person.
  • Awareness of the location of our assistive devices and the persons who know how to use them.
  • What to do if a residents, staff and or visitors with a disability is having difficulty accessing our goods or services.

 

Those involved in policy development will receive additional training about providing goods or services to the public or services to the public or third parties. This training will be done as part of our mandatory training program each year. For all staff members that join our team after this point, this training will be provided within their new hire training classes. Ongoing training will be provided with respect to any changes to the Russell Meadows Retirement Community policies, practices and procedures.

 

Feedback

Russell Meadows Retirement Community is committed to providing exceptional customer service. We appreciate feedback from our residents, staff and or visitors on all issues, especially related to the way we provide goods and services to people with disabilities. All feedback should be directed to our Managing Partner in the method most preferred by the residents, staff and or visitors.

During an event, residents, staff and or visitors may visit our receptionist at the front desk located near by the main entrance. For all other methods, please use the contact information below:

Russell Meadows Retirement Community

475 Church Street Russell, On K49 0A9

Phone: (613) 445-5200 (during regular business hours)

Email: info@russellmeadows.com

Whenever possible, residents, staff and or visitors should include the date and location of their visit. If they wish to be contacted about their feedback, residents, staff and or visitors should provide their name and contact information. Russell Meadows Retirement Community will endeavour to provide timely responses to any feedback where requested.

Questions about This Policy

Any questions about this policy should be referred to Managing Partner at the contact information noted above.

APPLICATION

Unless otherwise limited herein, the Policy applies to all:

  1. employees and volunteers;
  2. persons who provide goods, services and/or facilities to residents, their families and friends, the public or other third parties on behalf of Russell Meadows Retirement Community; and
  • persons responsible for the development of Russell Meadows Retirement Community’s policies.

This Policy does not replace or affect existing legal obligations under the Human Rights Code R.S.O. 1990, c. H.19, as it may be amended from time to time, or any other applicable laws respecting the accommodation of persons with disabilities.

DEFINITIONS

  • Accessible Formatsmay include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.
  • Communication Supports – may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
  • Disability – means:
  1. 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, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder, or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
  •  New Internet Website means either a website with a new domain name or a website with an existing domain name undergoing a significant refresh.
  • Performance Managementmeans activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
  • Redeployment – means the reassignment of employees to other departments or jobs as an alternative to layoff, when a particular job or department has been eliminated.
  • Self-Service Kiosk means an interactive electronic terminal, including a point-of-sale device, intended for public use that allows users to access one or more services or products or both.
  • Unconvertible Information or Communication means information or communication that it is not technically feasible to convert, or if it is technically feasible to convert, the technology required to do so is not readily available.
  • Web Content Accessibility Guidelines (“WCAG”)means the international standard for making websites and web content accessible to people with a wide-range of disabilities. The IAS requires organizations to become compliant with two levels of the WCAG – Level A and Level AA.

IMPLEMENTATION

Responsibility for the implementation of the Policy is shared between all departments. For more information please see Russell Meadows Retirement’s Accessibility Plan available on the Company’s website.

GENERAL ACCESSIBILITY STANDARDS

  1. Accessibility Plan– Russell Meadows Retirement Community has established and implemented an Accessibility Plan, which outlines the Company’s strategy to prevent and remove barriers for persons with disabilities and meet the requirements of the IAS in accordance with the timelines set out therein.

Russell Meadows Retirement Community will maintain the Accessibility Plan in accordance with the requirements of the IAS. The Accessibility Plan will be reviewed and updated at least once every five (5) years.

The Accessibility Plan is posted on Russell Meadows Retirement Community’s website and will be made available in an Accessible Format upon request.

  1. Training

Russell Meadows Retirement Community will provide training to all existing employees, volunteers and all persons who participate in the development of AODA Policies.

Training will be provided on:

  1. the requirements of the IAS;
  2. the Human Rights Code as it pertains to persons with disabilities; and
  • the AODA Policies as required by the IAS.

The content of the training will be applicable to the individual’s duties.

Employees hired and volunteers accepted after the Compliance Deadline for Training will receive the required training prior to the initiation of employment.

Russell Meadows Retirement Community will keep a record of the training provided, including the dates on which the training is provided and the number of individuals to whom it is provided.

Russell Meadows Retirement Community will make every reasonable effort to ensure that contractors providing goods, services and/or facilities on the Russell Meadows Retirement Community’s behalf, have received the training required under the IAS.

  • Self-Service Kiosk

Russell Meadows Retirement Community will have regard to the accessibility for persons with disabilities when designing, procuring or acquiring Self-Service Kiosks.

  1. INFORMATION AND COMMUNICATION STANDARDS

The Information and Communication Standards do not apply to:

  1. products and product labels;
  2. Unconvertible information or communications; and
  • information that Russell Meadows Retirement Community does not control directly or indirectly through a contractual relationship.

Should Russell Meadows Retirement Community determine that information or a communication is unconvertible it will explain why and provide the person making the request with a summary of the said information or communication.

  1. Feedback Procedures

Russell Meadows Retirement Community will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of Accessible Formats and Communications Supports, upon request.

Russell Meadows Retirement Community will notify the public that Accessible Formats and Communications Supports are available in respect of its feedback procedures.

  1. Accessible Formats & Communication Supports

Russell Meadows Retirement Community will, upon request, provide or arrange for the provision of Accessible Formats and Communication Supports in order to make its communications or information about the goods, services and/or facilities it offers accessible to persons with disabilities.

Accessible Formats and Communication Supports will be provided in a timely manner and at a cost that is no more than the regular cost charged to other persons.

Russell Meadows Retirement Community will consult with the person making the request when determining the suitability of an Accessible Format or Communication Support and will notify the public of the availability of same.

  • Emergency Plans, Procedures or Public Safety Information

Russell Meadows Retirement Community will provide any emergency plans, procedures or public safety information that it makes available to the public in an Accessible Format or with appropriate Communication Supports, as soon as practicable, upon request.

  1. Accessible Websites and Web Content

By the Initial Website Compliance Deadline Russell Meadows Retirement Community will ensure that, where practicable, a New Internet Website and web content on such site(s) conforms with WCAG 2.0 Level A.

By the Final Website Compliance Deadline Russell Meadows Retirement Community will ensure that, where practicable, any website or content on that site(s) published after January 1, 2012 conforms with WCAG 2.0 Level AA to the extent required by the IAS.

When determining whether meeting the requirements of this section is practicable Russell Meadows Retirement Community will consider: i. the availability of commercial software or tools required to achieve web accessibility; and ii. the impact meeting the requirements of this section will have on projects planned before January 1, 2012.

The commitment to provide accessible websites and web content only applies to websites and web content that Russell Meadows Retirement Community controls directly or indirectly through a contractual relationship that allows for modification of the website or web content in question.

  1. EMPLOYMENT STANDARDS

The Employment Standards only apply to employees of Russell Meadows Retirement Community. They do not apply to volunteers, other unpaid individuals or contractors.

  1. Recruitment/Selection/Assessment

Russell Meadows Retirement Community will notify the public and employees of the availability of accommodation for job applicants during the recruitment process.

Russell Meadows Retirement Community will further notify all job applicants who are individually selected to participate in an assessment or selection process that accommodation is available upon request if the applicant requires accommodation due to a disability.

If an applicant requests accommodation, Russell Meadows Retirement Community 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.

  1. Notice to Successful Applicants

Russell Meadows Retirement Community will ensure that when making offers of employment, it notifies the successful applicant of its policies on accommodating employees with disabilities. – (add to interview questionnaire (phone screening), general orientation checklist and employee handbook).

 

  • Informing Employees of Supports

(the “Informing Employees of AODA Policies Compliance Deadline”) Russell Meadows Retirement Community will inform its existing employees of its policies on supporting employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.

Russell Meadows Retirement Community will provide employees with updated information whenever there is a material change to its policies on the provision of job accommodations for employees with disabilities.

All employees hired after the Informing Employees of AODA Policies Compliance Deadline will be notified of Russell Meadows Retirement Community’s policies on supporting employees with disabilities prior to the initiation of employment.

 

  1. Accessible Formats and Communication Supports for Employees

Russell Meadows Retirement Community will, upon the request of an employee with a disability, provide or arrange for the provision of Accessible Formats and Communication Supports in order to ensure that (i) information required by the employee to perform his/her job; and (ii) information generally available to employees in the workplace, is accessible to the employee with a disability.

Russell Meadows Retirement Community will consult with the employee making the request to determine the suitability of any Accessible Format or Communication Support. However, Russell Meadows Retirement Community reserves the right to determine the Accessible Format or Communication Support that will be provided in the circumstances.

  1. Workplace Emergency Response Information

If an employee has a disability and Russell Meadows Retirement Community is aware that, due to that disability, the employee requires an individualized workplace emergency response, information addressing such response will be provided to the employee as soon as practicable after Russell Meadows Retirement Community becomes aware of such requirement.

In such a case, with the employee’s consent, Russell Meadows Retirement Community will designate a colleague(s) to provide such individualized assistance and will ensure that this colleague is provided with a copy of employee’s individualized emergency response information.

Russell Meadows Retirement Community will review the individualized workplace emergency response information when (i) the employee moves to a different work location; (ii) the employee’s overall accommodations needs or plans are reviewed; and (iii) when Russell Meadows Retirement Community reviews its general emergency response policies.

  1. Documented Individual Accommodation Plans

Russell Meadows Retirement Community will have in place a written process for the development of documented individual accommodation plans for employees with disabilities. The process will include the following elements:

  1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
  2. The means by which the employee is assessed on an individual basis.
  • The manner in which Russell Meadows Retirement Community can request an evaluation by an outside medical or other expert, at its own expense, to assist in determining if accommodation can be achieved and, if so, how accommodation can be achieved.
  1. The manner in which the employee can request the participation of a representative from his or her bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
  2. The steps Russell Meadows Retirement Community will take to protect the privacy of the employee’s personal information.
  3. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
  • If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
  • The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

Where requested, an employee’s individual accommodation plan will include any information regarding the provision of Accessible Formats and Communications Supports.

Where required, an employee’s individual accommodation plan will include individualized workplace emergency response information as described in section.

  • Return to Work Process

Russell Meadows Retirement Community will have documented a return to work process for its employees who have been absent from 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 Russell Meadows Retirement Community will take to facilitate the employee’s return to work and will use the documented individual accommodation plans described in section 2V.

  • Performance Management

Russell Meadows Retirement Community will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when applying its performance management process.

  1. Career Development and Advancement

Russell Meadows Retirement Community will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing opportunities for career development and advancement to its employees with disabilities.

  1. Redeployment

Russell Meadows Retirement Community will take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.

 

  1. DESIGN OF PUBLIC SPACES STANDARDS

Russell Meadows Retirement Community will comply with the accessibility requirements of the Design of Public Spaces Standards when redeveloping or constructing new public spaces on or after January 1, 2017. For further information on existing or planned projects to redevelop or construct new public spaces see Russell Meadows Retirement Community’s Accessibility Plan.

CUSTOMER SERVICE STANDARDS

  1. PURPOSE AND POLICY STATEMENT

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability.

The Accessibility Standards for Customer Service (“the Standard”) has been established under the Act to ensure services are, where at all possible, equally accessible to every member of the public.

We at Russell Meadows Retirement Community strive to provide an accessible service to our residents and their families and friends. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.

  1. APPLICATION

The Policy applies to all persons who, on behalf of Russell Meadows Retirement Community, provide services to residents or their families and friends or who otherwise deal with the public or other third parties. This includes our employees, volunteers, agents and contractors.

The Policy also applies to all persons responsible for the development, implementation or oversight of Russell Meadows Retirement Community’s policies, practices and procedures.

  1. DEFINITIONS
    • Accessibility Report The report required to be filed pursuant to section 14 of the Act.
    • Assistive Device – Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.
    • Disability – means:
  1. 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, includes diabetes mellitus, epilepsy, a brain injury, any degree of

paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

  1. a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  1. a mental disorder, or
  2. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

 

  • Guide Dog – A guide dog as defined in section 1 of the Blind Persons Rights’ Act is a dog trained as a guide for a person who is blind and having qualifications prescribed by the regulations under the Blind Persons’ Rights Act.

 

  • Service Animal – An animal is a service animal for a person with a disability,
    • if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
    • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
  • Support Person – A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.
  • We”, “Our” and “Staff” means Russell Meadows Retirement Community and its employees, volunteers, agents and contractors.
  1. CORE PRINCIPLES OF THE POLICY

We endeavor to ensure that the Policy and related practices, policies and procedures are consistent with the following four (4) core principles:

  • DignityPersons with a disability are as deserving of quality service as any other person and should be treated in a manner consistent with this fact.
  • Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our services.
  • Integration – Wherever possible, persons with a disability should benefit from our services in the same place and in the same or similar manner as any other person. In circumstances where integration does not serve the needs of the person with a disability, services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
  • Independence – Services should, where possible, be provided in a way that respects the independence of persons with a disability. To this end, we will be willing to assist but will not do so without first attempting to get the permission of the person with a disability.
  1. IMPLEMENTATION

Russell Meadows Retirement Community has created an Accessibility Committee responsible for:

  1. Developing and implementing policies, practices and procedures aimed at providing accessible services to persons with a disability.
  2. Developing and implementing an accessibility training program as required by the Standard.
  • Developing and implementing a feedback procedure as required by the Standard.
  1. Filing Accessibility Reports as required under section 14 of the Act.
  2. PROVIDING SERVICES TO PEOPLE WITH DISABILITIES
    1. Policies, Practices and Procedures

Russell Meadows Retirement Community shall make all reasonable efforts to ensure that its policies, practices and procedures which impact the delivery of its services to the public or to other third parties are consistent with the principles of dignity, equality of opportunity, integration and independence as defined above.

  1. Communication

Russell Meadows Retirement Community strives to communicate with persons with a disability in a manner that takes into account the disability. Approaches for communication are set out in our accessibility training program.

  1. Assistive Devices

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our services.

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will make efforts to provide an alternative means of assistance to the person with a disability.

  • Accessibility at Our Premises

We offer the following facilities and services at Russell Meadows Retirement Community to which the Policy applies to enable persons with a disability to obtain, use or benefit from our services:

  • Assistive devices, services or methods offered such as a wheelchair or walker, grab bars, raised toilet seats, shower bench (ii) alternate formats of documents i.e. handout and in large print, (iii) assistance of a staff person to complete a form, (iv) assistance of a staff person to help with computer and/or website, (v) reception counters are in 2 levels to accommodate for a person of short stature or in a wheelchair, (vi) a chair in an entrance if a person’s disability prevents him or her from standing for lengthy period, chair or bench by elevators, (vii) improved lighting in certain areas for individuals with vision disabilities etc.

 

  • Service Animals                                                                                                               Persons with a disability may enter premises owned and/or operated by Russell Meadows Retirement Community accompanied by a Guide Dog or Service Animal, and keep the Guide Dog or Service Animal with them, if the public has access to such premises and the Guide Dog or Service Animal is not otherwise excluded by law.

If a Guide Dog or Service Animal must be excluded by law, we explain to the person why this is the case and explore alternative ways to meet the person’s needs.

  1. Support Persons                                                                                                                       A person with a disability may enter premises owned and/or operated by Russell Meadows Retirement Community with a Support Person and have access to the Support Person while on the premises.

Russell Meadows Retirement Community may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Russell Meadows Retirement Community occasionally holds functions and events for which it charges attendees an admission fee. We will ensure that, if a separate admission fee is to be charged for a Support Person, advance notice is provided of the existence and the amount of the admission fee to be charged.

  1. Notice of Temporary Disruptions

Russell Meadows Retirement Community will notify residents, their friends and families and the public if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our services. The notification will be made by posting a notice at the entrance of the applicable premises, on the home page of the Russell Meadows Retirement Community’s website or in some other location or by some other means as may be appropriate in the circumstances.

The notice will include the following information:

  1. That a facility or service is unavailable.
  2. The anticipated duration of the disruption.
  • The reason for the disruption.
  1. Alternative facilities or services, if available.
  1. TRAINING AND RECORDS

Russell Meadows Retirement Community will ensure all persons to whom this Policy applies receive the training required under the Standard.

  1. Content of Training

Training will include:

  1. A review of the purpose of the Act and requirements of the Standard.
  2. A review of the Policy.
  • How to interact and communicate with persons with various types of disabilities.
  1. How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
  2. How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use or benefit from our services.
  3. What to do if a person with a disability is having difficulty accessing our premises and/or services.
  1. Timing of Training

All persons to whom this Policy applies will receive the required training as soon as practicable after he or she is assigned the applicable duties. On-going training will occur as changes are made to policies, procedures and practices and as new individuals assume the applicable duties.

 

  1. Documenting Training                      Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance the requirements of the Standard.
  2. FEEDBACK PROCEDURE
    1. Receiving Feedback

Russell Meadows Retirement Community welcomes and appreciates feedback regarding the manner in which it provides services to persons with disabilities. Feedback can be provided in the following ways:

  1. In person at Russell Meadows Retirement Community, 475 Church Street, Russell, Ontario, K4R 1B7.
  2. By telephone at 613-445-5200
  • In writing to Eric Chartrand, Co-Owner and Managing Partner, Russell Meadows Retirement Community, 475 Church Street, Russell, ON, K4R 1B7 or by Email: ericchartrand@russellmeadows.com
  1. Electronically to www.russellmeadows.com or on a USB.
  1. Responding to Complaints

Russell Meadows Retirement Community will make reasonable efforts to resolve complaints at the time that they are made. If immediate resolution of a complaint is not possible the individual may submit a complaint to:

Eric Chartrand, Co-Owner and Managing Partner at ericchartrand@russellmeadows.com

Persons who wish to be contacted about their complaint must provide their contact information. The individual will then be contacted by a representative of Russell Meadows Retirement Community. Russell Meadows Retirement Community will make reasonable efforts to provide responses to complaints in a manner that is accessible to the complainant.

  1. DOCUMENTATION TO BE MADE AVAILABLE

This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

Notification of same shall be posted on Russell Meadows Retirement Community’s website and/or at a conspicuous place to which this Policy applies.

  1. FORMAT OF DOCUMENTS

Russell Meadows Retirement Community will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.

  1. QUESTIONS ABOUT THIS POLICY

For more information about the Policy or for questions regarding Russell Meadows Retirement Community’s policies, practices and procedures for accessible service please contact:

Eric Chartrand, Co-Owner and Managing Partner, Russell Meadows Retirement Community, 475 Church Street, Russell, Ontario, K4R 1B7. Phone: 613-445-5200, Email: ericchartrand@russellmeadows.com

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