Multi-Year Accessibility Plan

Scarborotown Chrysler Dodge Jeep Ram Ltd.

Multi-Year Accessibility Plan
2014 - 2019


1.    OUR COMMITMENT

Scarborotown Chrysler Dodge Jeep Ram Ltd.  (Scarborotown) is committed to providing equal treatment and opportunity to people with disabilities with respect to accessing services, accommodation and employment in a way that respects their dignity and independence.  Scarborotown strives to meet the needs of people with disabilities in a timely manner and will do so by preventing and creating a barrier-free environment under the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA"). 

The Integrated Accessibility Standards, Regulation 191/11 ("IASR") under the AODA establishes standards to address barriers that persons with disabilities face in the areas of information and communications, employment and the design of public spaces.

This 2014 - 2019 Multi-Year Accessibility Plan (the "Plan") outlines the phased-in strategy and actions that Scarborotown will implement at its operations to improve accessibility for individuals with disabilities, remove barriers and address future requirements of AODA.  The Plan also incorporates and references our existing accessibility policies and practices in an effort to streamline the Company's efforts in achieving its accessibility goals, and to comply with all applicable laws.

In accordance with the requirements set out in the IASR, Scarborotown will:

·         Establish, review and update this Plan in consultation with persons with disabilities;

·         Post the Plan on our website;

·         Provide the Plan in an accessible format, upon request; and

·         Review and update the Plan at least once every five (5) years.


2.    DEFINITIONS

i.       Assistive Device - Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.

ii.       Disability -

a)          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,

b)      a condition of mental impairment or a developmental disability,

c)      a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

d)      a mental disorder, or

e)      an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; ("handicap")

iii.       Service Animal - An animal is a service animal for a person with a disability,

b)        if it is readily apparent that the animal is used by the person for reasons relating to the individual's disability; or

a)        if the person provides documentation from a regulated health professional confirming that the person requires the animal for reasons relating to their disability. 

iv.       Support Person - A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services or facilities.

v.       "We", "Our", "Staff" and "the Company" means Scarborotown and its employees, volunteers, agents and contractors.

 

 

3.    CUSTOMER SERVICE STANDARDS

i.    Commitment

Scarborotown is committed to excellence in serving all customers, including persons with disabilities, and will provide goods, services and facilities in a way that is accessible and respects the dignity and independence of persons with disabilities.

ii.   Actions

·      Scarborotown maintains an accessibility policy in respect of customer service, as well as appropriate feedback mechanisms with respect to that policy, as referenced above. The Company will continue to comply with this policy and review it periodically for any required changes to promote accessibility within our customer service operations. Scarborotown also has procedures in place to prevent/notify the public of service disruptions to the accessible parts of its public spaces.

·      All persons who, on behalf of Scarborotown, deal with the public or other third parties, and all those who are involved in the development and approvals of customer service policies, practices and procedures, as well as others providing services to customers, are trained on an on-going basis to communicate with persons with disabilities. Training includes the following:

o   Review of the purpose of the AODA and the requirements of the Customer Service Standard;

o   How to interact and communicate with people with various types of disabilities;

o   How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;

o   How to use the alternative means to help provide goods or services to people with disabilities;

o   What to do if a person with a disability is having difficulty in accessing the Company's goods and services; and

o   The Company's policies, practices and procedures relating to the Customer Service Standard.

·      All employees, volunteers and others dealing with the public are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing Company services.

·      Training for new employees occurs as part of the orientation process where the new Employee Handbook is provided and appropriate policies relating to AODA noted during the orientation.

·      Scarborotown provides fully-accessible telephone service to customers and communication with customers if telephone communication is not suitable to their needs and employees are fully trained on the use of this service.

·      The Company ensures accommodation to customers serviced by a guide dog or other service animal in public areas of its premises.

·      Where a person with a disability is accompanied by a support person, the support person is also accommodated in public areas of Company premises.

·      Customers are notified in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities by placing standard notices of temporary disruption on the Company website and posted within the Dealership. 

·      Feedback is encouraged from persons with disabilities through multiple accessible ways, including in person, by telephone, by mail or by e-mail. 

·      Scarborotown will be assessing whether it is appropriate to place a refreshment station in the downstairs customer service area for those who are unable due to their disability to attend the 2nd floor cafeteria area - Assessment of this to begin in the Fall 2018. At present, customers who are unable to attend the 2nd floor cafeteria are asked by an employee if they would like a refreshment and/or food item brought to them.

 

4.    INFORMATION AND COMMUNICATION STANDARDS

i.      Commitment

Scarborotown is committed to making information and communications accessible to persons with disabilities. The Company will incorporate new accessibility requirements under the information and communication standards to ensure that its information and communications systems and platforms are accessible to meet the needs of persons with disabilities.

ii.    Actions

·      Scarborotown understands that, as of January 1, 2014, AODA requires it to consider the needs of people with disabilities when designing, procuring or acquiring self-service kiosks. At the time of the development of this policy, Scarborotown did not employ the use of kiosks.  In future, should Scarborotown implement the use of kiosks, the Company will canvass its operations to determine whether it has any involvement in designing, procuring or acquiring self-service kiosks. To the extent such involvement is identified, the Company will implement a policy and/or practice to ensure that accessibility issues are considered.

·      Upon request, all major Company publications, including advertising, promotional materials and the Employee Handbook will be provided in accessible formats and/or with communication supports for customers and employees.

·      The accessible format and/or communication support will be provided or arranged in a timely manner that accounts for the person's needs due to disability and at a cost no more than the regular cost charged to other persons.

·      We will enquire with Chrysler to determine if accessible formats will be created over time to ensure that Scarborotown has the most effective services available for those with disabilities.

·      Scarborotown has instituted in the policy a mechanism for receiving and responding to feedback from customers and employees.

·      If Scarborotown develops new internet websites, the Company will ensure that the websites and web content conform with the World Wide Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA - Full Compliance by January 1, 2021.

5.    TRAINING AND RECORDS

i.    Commitment

Scarborotown will provide training to employees, contractors, volunteers and others including any third-parties who deal with the public on our behalf, as well as to those persons charged with developing this Policy and related procedures and practices to appropriately provide service to customers with a disability.

ii.      Actions

·      Scarborotown has completed the training required by the Accessibility Standards for Customer Service under AODA; most recently in June, 2018 and will continue to provide updated training to new employees as required by AODA and refresher training for all employees may be conducted if required. The content and delivery of such training will be determined based on Scarborotown's internal training resources and the job duties of employees, volunteers and other staff.  Records of all training is kept on file.

6.    EMPLOYMENT STANDARDS

i.       Commitment

Scarborotown is committed to fair and accessible employment practices in all stages of the employment cycle that will respect the dignity and independence of current and prospective employees with disabilities.

ii.      Actions

·      Individualized workplace emergency response information procedures are developed for employees who disclose a disability and require assistance during an emergency. 

·      Scarborotown reviews and assesses general workplace emergency response procedures and individualized emergency plans on an on-going basis, where necessary.

·      In the recruitment process, Scarborotown has posted information about the availability of accommodation for job applicants with disabilities.  Job applicants who are individually selected for an interview and/or testing are notified that accommodations for material to be used in the process are available, upon request. 

·      When an applicant requests accommodation, Scarborotown consults with the applicant to arrange for accommodation in a manner that takes into consideration the applicant's disability.

·      When arranging interviews with candidates, Scarborotown will ask candidates if they require an e-mail confirming the details of the interview.

·      If a selected applicant requests accommodation, we will consult with the applicant and arrange for suitable accommodation in a manner that takes into consideration accessibility needs.

·      Through the recent release of Scarborotown's new Employee Handbook effective September 1, 2018, all current and new employees are informed of workplace policies that support employees with disabilities, including accommodation policies that take into consideration needs due to disability.

·      New employees will be informed of workplace policies that support employees with disabilities as soon as practicable through the distribution of the Employee Handbook, and if necessary, in an accessible format.

·      Scarborotown is currently working on the creation of a Return to Work Program to be released later this Fall that will help facilitate an employee's return to work after absenteeism due to disability.  Individual plans are then created on an as needed basis.

·      On an ongoing basis, Scarborotown will review, assess and modify, if necessary, existing policies, procedures and practices on performance management, career development and redeployment to ensure compliance with the IASR. This will occur annually during the review of the Employee Handbook.

 

7.    DESIGN OF PUBLIC SPACES

i.    Commitment

Scarborotown will meet its AODA accessibility obligations in respect of the design of public spaces when building or making major modifications to public spaces, including service counters, fixed queuing lines and waiting areas. In order to ensure that accessibility issues are taken into consideration Scarborotown will continue to review with the building landlord all applicable building code requirements.

ii.   Actions

·         During workplace inspections conducted by the Joint Health and Safety Committee, elements of accessibility are reviewed to ensure appropriate accessibility to our location with the aim of removing barriers if possible.

8.    WORKPLACE EMERGENCY RESPONSE AND PUBLIC SAFETY INFORMATION

i.    Commitment

Scarborotown is committed to providing our customers with any publicly available emergency information in an accessible manner, upon request. We will also provide employees with disabilities with individualized emergency response information where necessary, in accordance with AODA. The Company will take steps to determine whether employees require individualized emergency response information on an ongoing basis as part of our facilities, human resources, and occupational health and safety functions.

ii.   Actions

·         Any emergency procedures, plans and public safety information relating to Scarborotown's premises that are prepared by the Company and made available to the public, are available in accessible formats or with communication supports upon request and are created during the time of need.

9.    MODIFICATION OF THE PLAN

This Plan will be reviewed and updated by Scarborotown at least once every 5 years. At the time of revision, information regarding accessibility policies and practices adopted by the Company in accordance with the Plan or otherwise will be included in the revised Plan.

For more information about this plan, please contact, Ed Caldana:

              i.            In person at 4960 Sheppard Ave. East, Toronto, Ontario M1S 4A7

            ii.            By telephone at (416) 298-7600 Ext. 295

           iii.            In writing to 4960 Sheppard Ave. East, Toronto, Ontario M1S 4A7

           iv.            Electronically to edc@scarborotown.com

 
Scarborotown will maintain its accessibility policies in a written format. It will be made available to the public and accessible formats of this document will be provided free upon request.