AODA Customer Service Policy Statement | Red Door Family Shelter

AODA Customer Service Policy Statement

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The Red Door Family Shelter strives to provide services in a manner that is accessible to all of our clients, and respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Providing service to people with disabilities:

Red Door Family Shelter 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 take into account their disability.
We are committed to providing fully accessible telephone service to our customers. We will train staff 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 and relay services if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices:

We are committed to serving people with disabilities who use assistive devices to use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals & Support Persons:

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Red Door Family Shelter’s premises and receive services 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.

Feedback Process:

The ultimate goal of Red Door Family Shelter is to meet and surpass customer expectations while serving clients with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated. Feedback regarding the way Red Door Family Shelter provides services to people with disabilities can be made by e-mail, verbally or in writing via Red Door’s feedback form.

Our AODA Customer Service Standard policy is available upon request and will be provided in a format that takes into account a person’s disability. Please contact our AODA Coordinator Wanda Lougheed, Director of Client Services at (416) 915-5671, ext. 237 or at wlougheed@reddoorshelter.ca for information and to request a copy of our policy.

Red Door Shelter Accessibility Report

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