Statement of Customer Service Accessiblity Standards

In concert with our MISSION, Developmental Services Resource Centre – Waterloo Region (DSRC) strives, at all times, to provide goods and services in a way that respects the dignity and independence of people with all disabilities.

We are 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.

We are committed to excellence in serving all customers, including people with disabilities, and demonstrate that commitment in the following areas and manner:

Communication

  • We will communicate with people with disabilities in ways that take into account their disability.
  • We will communicate via a variety of media, e.g., in person, by telephone, by email, by letter, etc., to accommodate the individual’s disability.
  • We will train staff who communicate with customers on how to interact and communicate with people with various disabilities, using a variety of media, in clear and plain language.

 

Use of Service Animals and Support Persons

  • We welcome people with disabilities who are accompanied by a service animal into those parts of our physical environments that are open to the general public or certain other areas, so long as it is not otherwise excluded by law, and the health and well being of other disabled individuals that might be present in those environments, is not compromised by the presence of the service animal.
  • We will train our staff, volunteers and others who deal with customers, in how to interact with people with disabilities who are accompanied by a service animal.
  • We welcome people with disabilities who are accompanied by a support person into our physical environments. While in our environments, the person will not be prevented from having access to his/her support person.

 

Notice of Temporary Disruption

  • We provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include the reason for the disruption, its anticipated duration and a description of alternate facilities or services, if available. The notice may be written; and placed at public entrances to our premises or provided to customers by hard copy or Email; or may be verbal, and conveyed in person, or by telephone.

Training of Staff

  • We will, at staff Orientation, provide training: to all employees, volunteers and others who deal with the public in the provision of goods and services; and to Sunbeam staff who write, monitor or enforce policies and practices re: provision of goods and services; in A.O.D.A., its Regulations, and in Sunbeam’s Customer Service Standards, Policies and Procedures.

Sunbeam Centre’s DSRC staff positions to receive such training include: Director, DSRC; Manager, Program Services; Receptionist; Administrative Assistant; Data Entry Clerk; Intake Worker; Information Resource Assistant; Service Coordinator; Respite Coordinator; Ontario Early Years Coordinator; Behaviour Consultant; Social Work Consultant; Speech-Language Pathologist; Health Care Consultant; TAY Coordinator; Autism Consultant; ABA Consultant; and other positions that may be created.

More specifically, this training will include:

  • purpose of A.O.D.A., its Customer Service standards, and organization customer service policies & procedures;
  • interacting/communicating with people with a variety of disabilities; and any Assistive devices, service animals or support persons they may use;
  • use of equipment and assistive devices employed by the organization;
  • how to assist an individual having difficulties accessing DSRC goods and services.

Sunbeam Centre will provide ongoing training if/when policies and procedures are altered and will keep records of the training provided, including dates of same.

Feedback Process

  • We will meet and surpass customer expectations while serving customers with disabilities. Feedback, including complaints, regarding provision of our goods and services to people with disabilities and our Customer Service Standards may be made to the Executive Director, in person, by telephone, in writing (by letter or electronically) or otherwise; including the use of a ‘Feedback/Complaint Submission Form’, found on this website.

Customers can expect a response from the Director, or delegate, within two business days of its arrival. Such response shall be communicated in person, by telephone, in writing (by letter or electronically) or otherwise, and in any case, will be in a format that takes into account the disability (if any) that the feedback provider has.