Providing Goods and Services to People with Disabilities

1. Background

Fully Managed Inc. is subject to legislation which has been enacted with the goal of developing standards that would improve accessibility for people with disabilities. Such legislation requires Fully Managed to be compliant with several customer service accessibility standards. 

2. Purpose

This policy is intended to meet current legislative requirements and applies to the provision of goods and services to our clients, not the goods themselves.
This policy aims to ensure that persons with disabilities are provided equal opportunity to obtain, use and benefit from Fully Managed’s goods and services. Reasonable efforts will be made to ensure that:

• Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities,
• The goods procured for and services provided to persons with disabilities are integrated with the provision to others unless an alternate measure is necessary to allow a person with a disability to benefit from the goods and services. The alternate measure may be temporary or permanent,
• Communication with a person with a disability is conducted in a manner that considers their disability, and
• People with disabilities may use assistive devices, service animals and support persons as is necessary to access Fully Managed goods and services. If a service animal is excluded by law from a premise, other measures will be made available for the person with a disability to access our offices as required.

3. Scope

The part of the policy that deals with the use of service animals and support persons applies only to goods and services provided by Fully Managed at premises owned or operated by Fully Managed.

4. Our mission

Fully Managed is a diversified technology company committed to excellence in serving all customers including people with disabilities.

5. Our commitment

In fulfilling our mission, Fully Managed is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

6. Providing goods and services to people with disabilities

Fully Managed is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

• Communication: We will communicate with people with disabilities in ways that consider their disability. We will train team member who communicate with customers on how to interact and communicate with people with various types of disabilities.
• Telephone services: We are committed to providing fully accessible telephone service to our customers. We will train team member to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by e-mail or other services if telephone communication is not suitable to their communication needs.
• Assistive devices: We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We will ensure that our team members are trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our goods or services. We will ensure that our service team members are trained in the use of the various assistive devices provided by Fully Managed, for individuals with disabilities while accessing our facilities or services.
• Billing: We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, and e-mail.

We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

7. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal to our offices when invited to any of our premises. We will ensure that all team members meeting with a client at one of our offices are trained in how to interact with people 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 a Fully Managed’s office for a meeting 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.
Fees will not be charged for support persons for admission to Fully Managed’s premises.

8. Training for team member

Fully Managed will ensure that all team members to whom this policy applies receive training as required by applicable legislation.

This training will be provided as soon as practicable following a new team member commencing employment with Fully Managed.
 
Training will include the following:

• The purposes of applicable law - including the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard,
• 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 at Fully Managed that may help with the provision of services to persons with disabilities,
• What to do if a person with a disability is having difficulty in accessing Fully Managed’s goods and services, and
• Fully Managed’s policies, practices, and procedures relating to the customer service accessibility standard

Applicable team members will be trained on policies, practices, and procedures that affect the way goods and services are provided to people with disabilities. Team members will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

9. Modifications to this or other policies

We are committed to developing customer service accessibility policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

10.Questions about this policy

The purpose of this policy is to provide a framework through which Fully Managed can achieve service excellence for people with disabilities. If anyone has questions about this policy, please contact: 
 
Erin Hill, People & Culture Manager
Fully Managed Inc.
(780)-809-8236
erin.hill@fullymanaged.com
 

Integrated Accessibility Standards Policy

The following policy has been established by Fully Managed Inc. to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005. 

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. 

Fully Managed is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities

Accessibility Plan

Fully Managed will develop, maintain, and document an Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities. 
The Accessibility Plan will be reviewed and updated at least once every five years and will be posted on the company’s website. Upon request, Fully Managed will provide a copy of the Accessibility Plan in an accessible format.

Training Team Members

Fully Managed will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to all team members in Ontario.

The training will be appropriate to the duties of the team members and will be trained when changes are made to the accessibility policy. New team members will be trained as soon as practicable.
Fully Managed will keep a record of the training it provides.

Commitment

Fully Managed is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
This policy will be implemented in accordance with the time frames established by the Regulation.
 

INFORMATION AND COMMUNICATIONS STANDARDS

Feedback

Fully Managed will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

Accessible Formats and Communications Supports

Upon request, Fully Managed will provide or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that considers the person’s accessibility needs due to disability. 

Fully Managed will consult with the person making the request in determining the suitability of an accessible format or communication support. 

Fully Managed will also notify their customers about the availability of accessible formats and communication supports.

Accessible Websites and Web Content

Fully Managed will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.
 

EMPLOYMENT STANDARDS

Recruitment

Fully Managed will notify its team members and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Recruitment, Assessment or Selection Process

Fully Managed will notify applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. 

If a selected applicant requests an accommodation, Fully Managed will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that considers the applicant’s accessibility needs due to disability.

Notice to Successful Applicants

When making offers of employment, Fully Managed will notify the successful applicant of its policies for accommodating team members with disabilities, upon request.

Informing Team Members of Supports

Fully Managed will continue to inform its team members of its policies (and any updates to those policies) used to support team members with disabilities, including policies on the provision of job accommodations that consider a team member’s accessibility needs due to disability. This information will be provided to new team members as soon as practicable after commencing employment.

Accessible Formats and Communication Supports for Team members

Upon the request of a team member with a disability, Fully Managed will consult with the team member to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other team members.

In determining the suitability of an accessible format or communication support, Fully Managed will consult with the team member making the request.

Workplace Emergency Response Information

Fully Managed will provide individualized workplace emergency response information to team members who have a disability, if the disability is such that the individualized information is necessary, and if Fully Managed is aware of the need for accommodation due to the team member’s disability. Fully Managed will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the team member requires assistance, Fully Managed will, with the consent of the team member, provide the workplace emergency response information to the person designated by Fully Managed to provide assistance to the team member.

Fully Managed will review the individualized workplace emergency response information when the team member moves to a different location in the organization, when the team member’s overall accommodations needs are communicated to Fully Managed.

Documented Individual Accommodation Plans

Fully Managed will maintain a written process for the development of documented individual accommodation plans for team members with disabilities.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.

Return to Work Process

Fully Managed maintains a documented return to work process for its team members 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 outlines the steps Fully Managed will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (i.e., the Workplace Safety Insurance Act, 1997).

Performance Management, Career Development and Advancement & Redeployment

Fully Managed will consider the accessibility needs of team members with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to team members, or when redeploying team members.

Questions about this policy

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas ofinformation and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:

Erin Hill, People & Culture Manager
Fully Managed Inc.
(780)-809-8236
erin.hill@fullymanaged.com