Accessibility Standards for Customer Service
Providing Goods and Services to People with Disabilities
Policy: Camp Lau-Ren is committed to excellence in serving campers, staff and volunteers including people with disabilities consistent with the Accessibility for Ontarians with Disabilities Act (AODA) principles of independence, dignity, integration and equality of opportunity. Camp Lau-Ren will strive to meet the accessibility needs of persons with disabilities in a timely manner.
Definitions: Disabilities include physical disabilities, vision, deafness or hearing disabilities, intellectual or developmental disabilities, learning disabilities and mental health disabilities. The five accessibility standards are:
- Customer Service Standard
- Information and Communication Standard
- Employment Standard
- Transportation Standard
- Design of Public Spaces Standard
Purpose: The purpose of this policy is:
- to ensure that Camp Lau-Ren meets the accessibility standards as set out in the AODA
- to ensure that staff and volunteers are aware of their responsibilities and receive appropriate training.
1. Customer Service Standard:
a) Assistive devices: Camp Lau-Ren will ensure that our staff are trained and familiar with various assistive devices that may be used by our campers, staff and volunteers with disabilities while accessing our camp and services.
b) Service animals: Camp Lau-Ren welcomes campers, staff and volunteers with disabilities and their service animals. Service animals are allowed in the same areas of the camp as the person with the disability. For instance, if the person with the disability is a camper, the service animal would be allowed in the Dining Hall, Craft Hall, Camper Cabin, Camper Washrooms and outside areas.
c) Support persons: A camper, staff or volunteer with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. A fee in the amount of $100.00 will be charged to the support person for a regular 6-day camp time period or a daily rate of $17.00.
We will notify campers, staff, and volunteers of this fee by including such information in the staff manual and on the camp website.
d) Feedback Process: Campers, staff and volunteers who wish to provide feedback on the way Camp Lau-Ren provides goods and services to people with disabilities can write or email their feedback. All feedback will be directed to the Camp Executive Director(s) who will then pass on this feedback to the Board of Directors. Customers can expect to hear back from the Executive Directors within 5 working days. Complaints will be addressed according to Camp Lau-Ren’s regular complaint management procedures.
Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for use by campers, staff and volunteers with a disability, Camp Lau-Ren will notify such persons promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
2. Information and Communication Standard:
a) Communication: Camp Lau-Ren will communicate with campers, staff and volunteers with disabilities in ways that take into account their disability.
b) Notice of Temporary Disruption: In the event of a planned or unexpected disruption to services or facilities for use by campers, staff and volunteers with a disability, Camp Lau-Ren will notify such persons promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available.
c) Camp Lau-Ren will make documents required under the Customer Service Standards available on request to the person in a format that takes into account the person’s disability.
d) Emergency Information and Procedures: Camp Lau-Ren will provide individualized workplace emergency response information to staff, volunteers or campers who have a disability if the disability is such that individualized information is necessary.
e) Public Safety Information: When asked, Camp Lau-Ren will provide publicly available emergency information, such as evacuation plans or brochures, in an accessible format.
3. Employment Standard:
a) Recruitment: Camp Lau-Ren will inform applicants that accommodations will be provided for those with disabilities, including accommodation, related to material or processes used during recruitment upon request.
b) Accommodation: Camp Lau-Ren will develop and document individual accommodation plans for staff or campers with disabilities.
4. Transportation Standard:
The accessibility transportation standard applies to conventional transportation service providers and specialized transportation service providers. Camp Lau-Ren will provide accessible transportation for staff, volunteers and campers if required (e.g., under emergency situations).
5. Design of Public Spaces:
Camp Lau-Ren will take into consideration accessibility needs when constructing or re-developing public spaces which include:
- recreational trails and beach access routes
- outdoor public use eating areas
- outdoor play spaces
- exterior paths of travel
- accessible parking
- obtaining services (service counters, queuing guides, waiting areas)
Training: Camp Lau-Ren will provide accessibility training to employees, volunteers and others who deal with the public or other third parties on our behalf.
Individuals in the following positions will be trained:
- Board Members
- Executive Director(s)
- Summer Staff
- Volunteer Directors, Leaders & Counsellors
The training will be provided to staff:
- At the Director/Leader workshop in March of each year for volunteer Leaders and Directors
- At Training Weekend of each year for volunteer Counsellors
- At Camp set-up week for Summer Staff
- In March of each year for Board members
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Camp Lau-Ren’s plan related to the relevant accessibility standards
- 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 support person
- How to use/install the removable ramps available on-site at camp
- What to do if a person with a disability is having difficulty in accessing Camp Lau-Ren’s goods and services
Staff will also be trained when changes are made to Camp Lau-Ren’s plan.
Modifications to this and other policies: Any policy of Camp Lau-Ren that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.