This policy is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). ServiceMaster understands that obligations under the AODA and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

 

This policy applies to every employee who deals with customers or other members of the public on behalf of the Company in Ontario, whether the person is a full-time, part-time, or a contract employee.

 

ServiceMaster is committed to excellence in serving all members of the public including people with disabilities. ServiceMaster is also committed to providing accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process and to employees.

 

Definition

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading. 

 

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

 

Roles and Responsibilities

Management

• Develop and implement policies, practices and procedures to ensure the accessible provision of goods and services to persons with a disability 
• Develop and include AODA in orientation training 
• File Accessibility Reports as required under section 14 of the Act 
• Conduct a thorough review of the Accessibility for Ontarians with Disability Act policy at least annually 
• Inform staff of their responsibilities and provide on the job training on how to handle customers with disabilities 
• Provide resources and accommodations to applicants and employees with disabilities

 

Employee

• Comply with this policy and the AODA

 

Guidelines – Accessibility Standards for Customer Service

Regulation 429/07, this section addresses the following:

• The Provision of Goods and Services to Persons with Disabilities
• The Use of Assistive Devices
• The Use of Service Animals
• The Use of Support Persons
• Notice of Service Disruptions
• Customer Feedback
• Notice of Availability and Format of Required Documents

 

The Provision of Goods and Services to Persons with Disabilities

ServiceMaster will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by: 

• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customer’s disability.

 

ServiceMaster is committed to meeting the communication needs of people with disabilities. When requested, we will consult with individuals with disabilities to determine their information and communication needs. 

 

Assistive Devices

Individuals with disabilities may use their own assistive devices as required when accessing services provided by ServiceMaster. 

 

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. 

 

Service Animals

A customer with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law.

 

Exclusion Guidelines:

If a service animal is excluded by law, ServiceMaster will explain why the service animal is prohibited and offer alternative methods to enable the person with a disability to access services, when possible.

 

Recognizing a Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, ServiceMaster may request verification from the customer. Verification may include a letter from a physician, nurse, audiologist, speech-pathologist, chiropractor, occupational therapist, optometrist, or mental health therapist confirming that the person requires the animal for reasons related to the disability. 

 

Care and Control of the Animal:

The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times. ServiceMaster is not required to provide care or food for the service animal. Employee’s should not distract, touch, or offer treats to the animal that is on official duty to provide assistance to their owner with a disability. 

 

Support Persons

If a customer with a disability is accompanied by a support person, ServiceMaster will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. 

 

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any such conversation.

 

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of ServiceMaster. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use ServiceMaster’s services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

 

Notifications:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options 

 

When disruptions occur ServiceMaster will provide notice by posting notices at the reception desk and/or notifying individuals with appointments or those who may be impacted.

 

Feedback Process

Customers who wish to provide feedback on the way ServiceMaster provides services to people with disabilities can submit their feedback with one of the following methods:

Phone: 289-814-2150

Email: claims@srvmfire.com

Mail: 3265 Wharton Way, Suite 19

         Mississauga, ON  L4X 2X9

Fax: 905-238-6808

 

Responding to Feedback:

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

 

The manner in which feedback is provided to ServiceMaster will be taken into consideration when responding to comments, including complaints.

 

Notice of Availability and Format of Documents

ServiceMaster shall notify customers that the documents related to this policy may be provided upon request and in a format that takes into account the customer’s disability in a timely manner by including information on the ServiceMaster website.  

 

ServiceMaster will consult with the person making the request to determine the suitability of the format or communication support. 

 

Guidelines – Integrated Accessibility Standards

In accordance with the Integrated Accessibility Standards Reg. 191/11, this section addresses the following:

• Procurement of Goods and Services
• Information and Communication Standards
• Employment Standards
• Design of Public Spaces

 

Procurement of Good and Services

ServiceMaster incorporates accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so. 

 

If ServiceMaster determines that it is not practicable to incorporate accessibility criteria and features when procuring or acquiring goods services or facilities, it shall provide, upon request, an explanation.

 

Information and Communications

Accessible Websites and Web Content: 

Should ServiceMaster launch a new internet website or significantly refresh an existing internet website, ServiceMaster will ensure that the website and all content that has been posted since January 1, 2012 will confirm with WCAG 2.0, Level A.

 

ServiceMaster will confirm with the WCAG 2.0 Level AA by January 1, 2021. 

 

Accessible Emergency Information:

Upon request, ServiceMaster will provide publicly available emergency information to customers in an accessible way.

 

Multi-Year Accessibility Plan:

ServiceMaster has established and implemented a multi-year accessibility plan which is available on the Company website. The purpose of this document is to outline the Company’s strategy to prevent and remove barriers. This plan is reviewed and updated every five (5) years. Accessible format of the plan is available upon request.

 

Employment

Notification to Applicants about Accommodation in the Recruitment Process:

ServiceMaster is committed to fair and accessible employment practices. ServiceMaster will develop standard language to be included in all jobs posted, whether published publicly or internally, to notify our personnel and the public of our commitment to accommodate applicants with disabilities in the recruitment process. 

 

ServiceMaster will notify job 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 the selected applicant requests an accommodation, ServiceMaster will consult with the applicant and provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to a disability. 

 

Notification to Applicants Selects the Accommodations are Available upon Request:

When making offers of employment, ServiceMaster will notify the successful applicant of its policies for accommodating employees with disabilities. 

 

Individualized Workplace Emergency Response Information:

ServiceMaster provides individualized workplace emergency response information to employees who have a disability, upon request. An Emergency Plan can be requested from the Supervisor. 

 

For any employee who wishes to disclose the need to have an emergency response plan, their Supervisor will work with them to complete an Emergency Evacuation Plan. 

 

Individual Accommodation Plan (IAP):

ServiceMaster provides individual accommodation plans to employees who have a disability, upon request. Employees may make a request at any time during their employment. 

 

Once the request has been made, the Supervisor will work together with the employee to create and implement an IAP. 

 

Review and Update of Plans:

Once plans have been finalized, an annual review will be required to ensure effectiveness. Only members associated with the plan will receive information regarding the arrangement.

 

Both the Individualized Workplace Emergency Response Plan and the IAP will be updated when:

• The employee moves to a different department; 
• The employee’s overall accommodations needs or plans are reviewed; and 
• The employee moves to a different location within the Company.

 

Career Development:

When undertaking any performance management, career development and redeployment processes, ServiceMaster will ensure that the accessibility needs of all personnel with disabilities needs are taken into account. This will include a review of any IAPs that are currently in place. 

 

Where an individual identifies any accessibility barriers, ServiceMaster will take steps to remove the barriers identified. 

 

Accessible Formats and Communication Supports:

Any information that needs to be accessible for employees will be addressed in their IAP and provided upon request. 

 

Return to Work Process:

Should an employee acquire a disability during employment at ServiceMaster, the Company with work with the employee to allow an effective and healthy return to work. 

 

Design of Public Spaces

ServiceMaster will meet Accessibility Standards for the Design of Public Spaces when building or making major modification to public spaces. Due to the nature of our business, public spaces will typically include only service-related elements like service counters, fixed queuing lines and waiting areas. 

 

ServiceMaster will endeavor to prevent service disruptions to the accessible parts of its public spaces. To reduce the risk of service disruptions, ServiceMaster will periodically inspect the accessible portions of its public spaces. 

 

Accessibility Reports

ServiceMaster will file an online accessibility report on the Government of Ontario’s website by the applicable deadlines defined in the Accessibility for Ontarians with Disabilities Act. Reports will be made available to the public upon request. 

 

Training

Training will be provided to: 

• all employees who deal with the public or other applicable third parties that act on behalf of ServiceMaster; and, 
• those who are involved in the development and approval of customer service policies, practices and procedures. 

 

Training Content:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005. 
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
  • use assistive devices;
  • require the assistance of a service animal; or
  • require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing our services.
• ServiceMaster’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities. 
• A review of the Integrated Accessibility Standards Reg. 191/11.
• A review of the Ontario Human Rights Code where related to people with disabilities.

 

Training Schedule:

Training will be provided to new employees, volunteers, agents and/or contractors who deal with the public or act on our behalf ServiceMaster during orientation or as soon as practicable. Revised training will be provided in the event of changes to legislation, procedures, practices and/or policies.

 

Record of Training:

ServiceMaster will keep a record of training that includes the dates training was provided and the number of employees who attended the training.