CMHA Haldimand-Norfolk Branch
Accessible Client Service Plan
- Assistive Devices - CMHA HN Branch will ensure that our staff are trained and familiar with various assistive devices that may be used by clients while accessing our services.
- Communication - Agency staff will communicate with people with disabilities in ways that take into account their disability.
- Service Animals - CMHA HN Branch welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
- Support Persons - A person with a disability who is accompanied by a support person will be allowed to have that person accompany them whilst receiving services. Fess will not be charged for support persons.
- Service Disruptions - In the event of a planned or unexpected temporary disruption to services / facilities, CMHA HN Branch will notify service users / clients with disabilities via a clearly posted notice at the affected facility and on our agency Website, that will include information about the reason for disruption, its anticipated length of time and alternate facilities or services if available.
- Training for Staff - CMHA HN Branch will provide training to all staff / volunteers, upon successful completion of their probationary period that will include: - An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard; - This Agency’s plan related to the customer service standard; - How to interact and communicate with people with various types of disabilities;
- Training for Staff (cont’d); - How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person; - How to use equipment / devices such as TTY, wheelchair lifts, etc. that may help with providing services to people with disabilities, as required / requested; - What to do if a person with a disability is having difficulty in accessing our services. – Staff will also be trained when changes are made to plan.
- Feedback Process - Clients who wish to provide feedback on the way CMHA HN Branch provides services to people with disabilities can phone, e-mail, write to us using the suggestion box or speak directly to any staff member. All feedback will be directed to Executive Director. Clients can expect to hear back in five (5) working days. Complaints will be addressed according to our Agency’s regular complaint management procedures.
- Modifications to this or other policies - Any policy of the CMHA HN Branch that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Board approved, October 25, 2011
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Effective January 2012, CMHA has a Board approved "Accessible Client Service Plan". See the Plan.
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