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Our commitment to accessibility

PURPOSE

The Heart and Stoke Foundation of Ontario (HSFO) is committed to excellence in serving our supporters (volunteers, donors, and staff). We are committed to giving people with disabilities the same opportunity to access our goods and services, both electronically and in person, in a manner that respects the dignity and independence of persons with disabilities.

The Heart and Stroke Foundation is committed to creating an accessible environment for all Ontarians as articulated in our Diversity Statement:

The Heart and Stroke Foundation is committed to creating a welcoming and supportive environment that embraces difference. We are an inclusive organization that values, respects and empowers its employees, volunteers and the people that it serves, and responds to the needs of Ontario’s diverse communities through all its mission activities.

POLICY GUIDELINES

The Heart and Stroke Foundation is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Communications
HSFO will communicate with persons with disabilities in ways that take into account their disability. This means employees will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting HSFO goods, services and facilities.  

We will train our service staff on how to interact and communicate with our diverse user community and people with various types of disabilities.

Assistive devices
We will ensure that our staff responsible for customer interaction is familiarized with various assistive devices that may be used by customers with disabilities while accessing our services.

Billings
We are committed to providing accessible invoices to all of our customers. Invoices can be provided upon request in formats such as: hard copy, large print, email, etc. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

Use of service animals and support persons
We are committed to welcoming persons 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 persons with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter Heart and Stroke Foundation 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.

Notice of temporary disruption
HSFO will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, the 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

HSFO will provide training to all employees 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. 

Training will include:

  • The purpose of the AODA and the requirements of the customer service standard and the HSFO policies related to this standard
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a disability is having difficulty accessing our goods and service (e.g. a public brochure, material on the website)
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person
  • How to use the equipment or assistive devices available at HSFO premises

Timeline for Training
Training will be provided as soon as practicable upon an individual being assigned the applicable duties as well as on an ongoing basis as changes occur to the HSFO’s policies, procedures and practices governing the provision of goods or services to persons with disabilities.

FEEDBACK PROCESS

The ultimate goal of the Heart and Stroke Foundation of 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.

a)  HSFO shall create and maintain a feedback process so that members of the public are able to comment on the provision of goods and services to people with disabilities.  

b)  The feedback process allows for comments in person, by telephone, in writing or by delivering an electronic text by email, or other reasonable method.

c)  The feedback process specifies the actions that will be taken by the Heart and Stroke Foundation if complaints or suggestions are received.

Questions about this policy:

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by the Manager, Facilities, Leases & Contracts of The Heart and Stroke Foundation, Ontario. Please email Tony Carpino at tcarpino@hsf.on.ca.