Accessibility Policy

Our Commitment to Accessibility

Haven at Home is committed to ensuring equal access and participation for people with disabilities in all aspects of our services and operations. We are dedicated to treating people with disabilities in a way that allows them to maintain their dignity, independence, and equal opportunity.

Legislative Compliance

We strive to meet and exceed the requirements of:

• Accessibility for Ontarians with Disabilities Act (AODA)
• Integrated Accessibility Standards Regulation (Ontario Regulation 191/11)
• Ontario Human Rights Code
• Canadian Charter of Rights and Freedoms

Multi-Year Accessibility Plan

Haven at Home maintains a multi-year accessibility plan that outlines our strategy for preventing and removing barriers and meeting accessibility requirements. This plan is:

• Reviewed and updated at least once every five years
• Posted on our website
• Available in accessible formats upon request
• Reviewed annually for progress and improvements

Website and Digital Accessibility

Web Content Accessibility Guidelines (WCAG) 2.0 Level AA

Our website is designed to meet WCAG 2.0 Level AA standards including:

• Perceivable content: Alt text for images, sufficient color contrast, resizable text
• Operable interface: Keyboard navigation, no seizure-inducing content, adequate time limits
• Understandable content: Readable text, predictable functionality, input assistance
• Robust technology: Compatible with assistive technologies

Digital Features

• Screen reader compatibility
• Keyboard-only navigation support
• Descriptive link text and headings
• Video captions and audio descriptions where applicable
• Form labels and error identification
• Consistent navigation structure

Information and Communication Accessibility

Alternative Formats

We provide information in accessible formats upon request, including:

• Large print documents (minimum 18-point font)
• Electronic formats compatible with screen readers
• Audio recordings of written materials
• Braille (arranged through certified providers)
• Plain language versions of complex documents

Communication Supports

• Sign language interpretation (arranged with advance notice)
• Real-time captioning for meetings and consultations
• Written communication for clients who prefer visual information
• Verbal descriptions of visual content
• Assistive listening devices where available

Response Times

We will provide accessible formats and communication supports:

• Within a reasonable timeframe
• At no additional cost to the individual
• In consultation with the person requesting accommodation

Service Accessibility

Client Care Accommodations

We accommodate clients with disabilities through:

• Accessible care planning that considers individual needs and preferences
• Adaptive equipment recommendations and training
• Modified service delivery methods as required
• Barrier identification and removal in care environments
• Caregiver training in disability awareness and accommodation

Physical Environment

While we primarily provide in-home services, our office locations feature:

• Accessible entrances and pathways
• Barrier-free meeting and consultation rooms
• Accessible washrooms and facilities
• Reserved parking for persons with disabilities
• Clear signage and wayfinding

Employment Accessibility

Recruitment and Hiring

• Accommodate candidates with disabilities during recruitment and assessment
• Provide job postings in accessible formats
• Offer alternative assessment methods when required
• Ensure interview locations are accessible

Workplace Accommodations

• Conduct individualized accommodation assessments
• Provide accessible workstations and equipment
• Modify work arrangements as required
• Ensure emergency procedures include accommodation needs

Career Development

• Provide accessible training and development opportunities
• Accommodate participation in career advancement programs
• Ensure performance management processes are inclusive

Transportation Accessibility

When transportation is provided as part of our services:

• Use accessible vehicles where available
• Coordinate with accessible transportation providers
• Accommodate mobility devices and service animals
• Provide advance notice of transportation accessibility features

Service Animals and Support Persons

Service Animals

Service animals are welcome in all areas where the public is normally allowed. We understand the important role service animals play in supporting people with disabilities and will:

• Allow service animals to accompany their handlers
• Not separate handlers from their service animals
• Respect the working relationship between handler and animal

Support Persons

We welcome support persons and will:

• Allow support persons to accompany clients during services
• Provide clear information about any fees that may apply
• Ensure support persons can access the same areas as the client
• Respect confidentiality while including support persons appropriately

Training and Awareness

Staff Training Program

All Haven at Home staff receive training on:

• Disability awareness and respectful interaction
• AODA requirements and our accessibility policies
• Use of assistive devices and accommodation processes
• Emergency procedures for persons with disabilities
• Customer service standards for accessibility

Ongoing Education

• Annual refresher training for all staff
• Specialized training for specific roles and responsibilities
• Updates on new accessibility legislation and standards
• Disability awareness workshops and seminars

Feedback and Complaints

How to Provide Feedback

We welcome feedback about the accessibility of our services:

Accessible Feedback Methods

Feedback can be provided:

• In person at our office locations
• By telephone
• In writing (mail or email)
• Through our website contact form
• In alternative formats upon request

Response Commitment

We will:

• Acknowledge receipt of feedback within 2 business days
• Investigate accessibility concerns promptly and thoroughly
• Respond with resolution or action plan within 10 business days
• Document feedback and actions taken for continuous improvement

Barrier Identification and Removal

Barrier Assessment Process

We conduct regular assessments to identify barriers in:

• Physical environments and facility design
• Information and communication systems
• Service delivery methods and procedures
• Technology and digital platforms
• Policies and practices

Removal Strategies

When barriers are identified, we:

• Prioritize removal based on impact and feasibility
• Consult with persons with disabilities on solutions
• Implement temporary measures while permanent solutions are developed
• Monitor effectiveness of barrier removal efforts

Procurement and Third-Party Services

Accessible Procurement

When procuring goods and services, we:

• Consider accessibility criteria in vendor selection
• Specify accessibility requirements in contracts
• Work with suppliers to ensure accessible delivery
• Evaluate accessibility features of products and services

Third-Party Accountability

We require our contractors and partners to:

• Meet applicable accessibility standards
• Provide accessible customer service
• Accommodate persons with disabilities
• Report on accessibility compliance where appropriate

Emergency Procedures

Inclusive Emergency Planning

Our emergency procedures address the needs of persons with disabilities:

• Individual emergency plans for clients with disabilities
• Accessible evacuation procedures and routes
• Communication systems that reach all individuals
• Staff training on disability-specific emergency assistance

Emergency Information

Emergency information is available in:

• Large print and electronic formats
• Audio announcements and visual alerts
• Multiple languages as required
• Simple, clear language

Monitoring and Review

Annual Review Process

We conduct annual reviews of:

• Accessibility policy implementation
• Barrier identification and removal progress
• Training program effectiveness
• Feedback and complaint resolution
• Compliance with legislative requirements

Continuous Improvement

Our accessibility program includes:

• Regular consultation with disability community
• Benchmarking against accessibility best practices
• Investment in accessibility technology and training
• Collaboration with accessibility organizations

Resources and Support

For additional information about accessibility rights and resources:

• Accessibility for Ontarians with Disabilities Act Alliance: aodaalliance.org
• Accessibility Directorate of Ontario: ontario.ca/accessibility
• Ontario Human Rights Commission: ohrc.on.ca