Accessibility for Ontarians with Disabilities

Accessibility Plan

The accessibility requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 (the standard) under the Accessibility for Ontarians with Disabilities Act, 2005 (the AODA) [Integrated Accessibility Standards Regulation (IASR) S.27(1)].

The AODA is a provincial act that was passed with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to programs, services, facilities, accommodation, employment, buildings, structures and premises.

This policy applies to all staff members of the organization.

Statement of Commitment
Toronto North Support Services is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.
This policy applies to all staff members at the organization.

Communication with Persons with Disabilities
Staff members will communicate with people with disabilities in a manner that takes into account their disability. We will work with the person with a disability to determine what method of communication works for them.

Assistive Devices
People with disabilities may provide their own assistive devices for the purposes of obtaining, using and benefiting from the organization’s services that are made available to the public.

Service Animals
The organization welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law from the premises, the organization will ensure that alternate means are available to enable the person with a disability to access our programs and services.

Support Persons
The organization welcomes people with disabilities who are accompanied by a 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. In the event that a fee is charged in relation to a support person’s presence on the premises or to attend an organization-sponsored event, advanced notice of the fee will be provided.

Admission Fees
If TNSS charges an admission fee in connection with a support person’s presence at an event or function, TNSS will ensure that notice is given in advance about the amount, if any, that is payable in respect of the support person accompanying a person with a disability.

Notice of Temporary Disruption
The organization will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where they have control over such facilities or services. This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The organization will provide notice by posting information in visible places on our premises or on our web site, or by any other method that may be reasonable under the circumstances.

Training for Staff
The organization will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • An overview of the AODA and the requirements of the standard
  • Information regarding the organization’s policies, practices and procedures relating to the standard
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your goods or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use the equipment or assistive devices that may be available at the organization

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Toronto North Support Services is committed to creating a diverse workforce and an inclusive, supportive workplace where everyone is treated with respect. We recognize that we have a responsibility to provide a barrier-free work environment and equitable employment opportunities for all our employees.

Toronto North Support Services will accommodate job candidates and employees in accordance with governing law that protects against harassment and discrimination. Additionally, we’re committed to providing reasonable accommodations for applicants with disabilities throughout the entire recruitment process, accommodations are available upon request in relation to the materials or processes to be used.

Our managers are trained on workplace accommodation and accessibility needs for persons with disabilities. We make every effort to match job seekers to opportunities and to better understand the accessibility needs of all applicants.

Procurement of Goods, Services, Facilities and Kiosks
When procuring goods, services, self-service kiosks or facilities, TNSS will incorporate accessibility criteria and features, unless it is not practicable. If not practicable, TNSS will provide an explanation, upon request.

Workplace Accommodation for People with Disabilities
Accommodating people with disabilities is an important part of our commitment to an inclusive, supportive and accessible workplace. We develop individual accommodation and return-to-work plans for employees who miss work due to a disability or medical requirement.

Our managers along with Human Resources oversees the assessment, coordination and fulfillment of our accommodations policy. Our Human Resources Manager works with employees, managers and third party providers to ensure we meet all workplace accommodation needs quickly and efficiently.

Performance, Career Development and Redeployment
Toronto North Support Services strives to meet the accessibility needs of all employees. Managers and Human Resources work with employees to provide accommodations and remove barriers to performance, career development or redeployment. Managers work to ensure employees receive the support and resources they need to succeed at work.

Employees returning to Toronto North Support Services after a disability-related absence work with their manager and Human Resources to develop a return-to-work plan, for a smooth transition back to the workplace. Managers and return to work supervisors work proactively to prevent and remove any accessibility barriers an employee may face with the goal of safe return to work in their full capacity.

Accessible Websites & Web Content
Websites and web content controlled directly by TNSS or through a contractual relationship that allows for modification of the product will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.1, at Level A and AA in accordance with the schedule set out in the AODA Integrated Accessibility Standards.

Design of Public Spaces
It’s important that our offices are accessible to everyone. To ensure our buildings are accessible, we follow the Accessibility for Ontarians with Disabilities Act, 2005 and the Integrated Accessibility Standards Regulation (collectively “AODA”) for Design of Public Spaces Standards.

We work with our building management to ensure to ensure our spaces are fully accessible.

Feedback Process
Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given:
By mail: 2-132 Railside Rd., North York ON, M3A 1A3
By e-mail:
By telephone: 416-499-5969 extension 0.

Modifications to this or Other Policies
Any policies of Toronto North Support Services that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Availability of Documents Required by the Standard
Documents required by the standard are available upon request. When providing a document to a person with a disability, the organization will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.

Multi-Year Accessibility Plan 2017-21

Accessibility Statement for