Purpose and Application:
Under the Accessibility for Ontarians with Disabilities Act, 2005, all municipalities must meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for customer service for Camp Manitou in accordance with Ontario Regulation 429/07. This policy applies to all full time or relevant employees of Camp Manitou.
Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated, easy to get at and capable of being reached, or entered; obtainable.
Disability is defined by the Act and includes any degree of physical infirmity, malformation or disfigurement and includes for example diabetes mellitus, epilepsy, brain injury, any degree of paralysis, amputation , lack of physical coordination , blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog, or other animal , or on a wheelchair or other remedial appliance or device. It also includes mental impairment, development disability, learning disability ,or mental disorder . Also included is where benefits were claimed or received under 1997 workplace Safety and Insurance Act.
Guide Dog means a dog trained for a blind person pursuant to the Blind Persons’ Rights Act.
Service Animal is an animal for a person with a disability and it is readily apparent such animal sis used by the person or the person provides a letter from a physician or medical personnel confirming the person requires such animal relating to the disability.
Camp Manitou Inc is committed to providing exceptional and accessible service to its customers in terms of dealing with parents and guardians of children who wish to send their children to Manitou. Additionally Camp Manitou is committed to providing accessible services to all of those that interact with the Camp in a manner that respects dignity and the independence of its customers. For example, parents with disabilities will be given an opportunity equal to that given to others to obtain, use or benefit from the goods and services provided by and on behalf of Camp Manitou. We welcome people with disabilities as well as their service animals, or support people, assistive devices and the like.
For safety reasons or physical limitations some of our facilities or services or programs may not be accessible to all people. Clients may communicate with us to find out which programs or facilities are or are not accessible to people with specific disabilities. We will also communicate with people with disabilities in ways that take into account their specific disability.
Camp Manitou is committed to excellence in serving all customers including people with disabilities. We wish every person whether with a disability or not to be treated with independence, integrity, have equal opportunity and dignity.
Every person who deals with members of the public which is our full time four staff team, or who is involved in developing our policies and practices around the provision of goods and services to the public will receive training regarding the good and services to persons with disabilities. This could involve summer office staff or contractors for example and includes camp staff, volunteers, agents, contractors and others who provide service on behalf of the camp.
Training will include the purpose of the Accessibility for Ontarians with Disabilities Act, how to interact and communicate with persons with various types of disabilities; specific knowledge of how to interact with persons who use an assistive device or require the assistance of a service animal or a support person or how to use equipment either being provided by that person or the Camp to help people with disabilities and of course what to di of a person with a disability is having difficulty accessing services.
Such Training will be provided to each person according to his or her needs and duties and as soon as practicable on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods and services to persons with disabilities.
Current Training involved for example providing the following information:
If you need to have a lengthy conversation with someone who uses a wheelchair or scooter consider sitting so you can make eye contact at the same level.
Do not touch other people’s equipment such as canes or wheelchairs without permission and don’t leave such items in an awkward or dangerous or even undignified position.
If someone has vision loss don’t assume they are completely blind. Make sure you identify yourself when you approach the person and speak directly to the customer. Offer if they would like any material read or printedout loud for them. Offer you elbow to guide them if they require it.
If someone has hearing loss make sure you are in a well lit area where they can see your face and read your lips. IF your customer uses a hearing made try to reduce background noise or move to a quieter area. If necessary ask the best way to communicate with them,, for example using a pen and paper.
IF someone has a speech impairment don’t assume they have any other disability. Use simple questions so they can answer in a yes or no. Don’t finish the person’s sentences and be patient. Remember that people with certain learning disabilities take longer to process information.
If someone has mental health disabilities be sure to treat that person with the same respect and consideration as anyone else, be confident calm and reassuring and if a customer appears to be in crisis ask them to tell you the best way you can help them.
With respect to specific assistive devices remember not to handle another person’s without their permission and never move them out of their reach. Let your customer know about any accessible features that are closely by such as phones, accessible washrooms, etc.
When dealing with a service animal remember this is not a pet so avoid touching or addressing them. If you are not sure if this is a pet or service animal ask the customer.
At Camp Manitou we always welcome support people to the workplace. Make sure they know they are permitted and can join in any meals for no charge. Remember to deal directly with the customer and not just the support person.
Likely the greatest training is common sense – that is always ask the customer how can I help you?
At Manitou if a parent or customer requires information in a bigger font or another language we will provide this if requested. We will also train our staff to read out information in person and help fill out any applications if the customer can not. One of the reasons we try to do home visits to many families is also to make sure we can get communicated to us as much information as necessary about the camper- and doing this in person is often the best way if a person has a disability that may limit their ability to communicate in writing.
If Camp Manitou is required to give a copy of document to a person with a disability the camp will take in to account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.
All camp staff even prior to this act were trained on providing golf carts to people who need mobility assistance on site- Manitou will provide golf carts to any people who can not walk on site. Also for those that park far away golf carts and other vehicles will be used to transport people to the camp so that they do not have to walk as far.
Camp Manitou accepts feedback from the public in a variety of methods including by phone, in person, by fax, and email. All feedback is reviewed by the Directors and any complaints will be investigated and follow up will be provided to the customer if requested.
Use of Service Animals:
IF a person with a disability is accompanied by a guide dog or other service animal, Camp Manitou will ensure that the person is permitted to enter the camp with the animal and to keep the animal with him or her. Where a service animal is excluded by law, Camp Manitou will ensure that other measures are taken to enable the person with a disability to obtain , use and benefit from the Camp’s goods and services. The service animal must be under the care and control of the individual at all times.
IF a person with a disability is accompanied by a support person, Camp Manitou will ensure that both persons are permitted to enter the camp facilities and that the person with the disability is not prevented from having access to such support person. In fact Camp Manitou may require a person with a disability to be accompanied by a support person when in a camp facility if it is necessary to protect the health and safety of the person with the disability or of others in the facility. IF there is a charge for such support person Camp Manitou will ensure notice is given in advance about the amount of such charge.
Notice of Temporary Disruptions:
Camp Manitou shall provide notice of disruption of services to the public explaining the reason for the disruption, the anticipated duration and alternative facilities or services if available. Such notice will be provided at the site with a notice physically posted, and if necessary in the camp web site.
Notice of availability of documents:
Camp Manitou will provide the public notice of availability of the documents required by the Accessibility Standards for Customers Service upon request. Notice of availability will be provided on the Camp Manitou web site or through other printed methods.