Accessibility & Accommodation
Thrive Youth is committed to providing equal opportunity to all of our participants. Thrive Youth provides an inclusive environment that respects the dignity and independence of diverse communities, including persons with disabilities. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Thrive Youth will provide services and tools in a manner that respects the dignity and independence of persons with disabilities. Thrive Youth will also establish policies, practices, and procedures which are consistent with the accessibility standards established under the AODA to identify, remove, and prevent barriers to persons with disabilities.
Procedures / Guidelines
Thrive Youth will support our participants in using our services in the following ways:
1. Providing Goods and Services
Information and Communication
We will train our staff on communication methods to support our diverse user community and persons with various types of disabilities, respecting their dignity and independence.
Information about our products and services will be accessible, accurate, and up to date. It will be made available in our offices and on our website. This information will contain relevant contact details including a telephone number, address, and e-mail address.
We will train our service staff and volunteers on accessible customer service, including the availability of alternative formats and other supports.
We will train our staff to communicate with our users and community members over the telephone clearly and in a respectful manner that accommodates requested communication forms or methods.
We are committed to providing fully accessible telephone service to our customers.
2. Thrive Youth Programs & Events
This section outlines Thrive Youth’s policy and procedures for providing accommodation to individuals with disabilities during their attendance at Thrive Youth-run programs and events.
As a not-for-profit organization with limited resources, Thrive Youth may review and revise this policy from time to time in light of the needs of program participants as well as its own financial resources.
Accommodation for Deaf Persons and Persons with Hearing Loss
Deaf persons and persons with hearing loss seeking accommodation for a Thrive Youth program or event must contact Thrive Youth and indicate the specific accommodation(s) being requested. Requests for such accommodation may be made by e-mail to firstname.lastname@example.org. All e-mail requests should indicate “Request for Accommodation” in the subject line.
The body of the e-mail should indicate the specific program and date for which the accommodation is required.
Thrive Youth will cover the cost of a sign language interpreter and/or transcription services during scheduled programs or events only.
Sign language and transcription services require bookings to be made at least one month in advance of the date for which the service is required. Thrive Youth cannot guarantee that it will be able to schedule a sign language interpreter or transcriber where the request is made less than one month in advance.
While Thrive Youth will make every effort to arrange for accommodation services where requested, in some cases, sign language interpretation and transcription services may not be available on the requested date. Thrive Youth cannot guarantee that it will be able to provide sign language interpretation and transcription where no such services are available.
Where Thrive Youth is unable to obtain a sign language or transcription services, the attendee may:
(a) arrange for their own sign language interpreter(s) or transcriber. Thrive Youth will reimburse the participant for the cost up to the rates charged by the Canadian Hearing Society for sign language interpretation.
Thrive Youth reserves the right to not provide sign language interpretation and/or to limit the number of sign language interpreters provided where the cost would be unduly prohibitive. In such a case, Thrive Youth will make every effort to accommodate the sign language interpreter and/or the transcription services arranged at the attendee’s expense.
Accommodation for Blind and Partially Sighted Attendees
Thrive Youth offers the assistance of a support person to blind or partially sighted attendees.
Blind or partially sighted individuals who wish to request a support person to assist them at an Thrive Youth program or event may do so by either:
(a) Telephone – Lori Collinge (416) 639-6109
(b) E-mail to email@example.com. All e-mail requests must indicate “Request for Accommodation” in the subject line in order to ensure that the request is processed as soon as possible.
Blind or partially sighted attendees may arrange for their own support person to assist them at a Thrive Youth program or event.
Where deemed necessary, Thrive Youth will attempt to secure a support person to assist the blind or partially sighted attendee at the program or event. Thrive Youth cannot guarantee that it will be able to secure a support person to assist the attendee where the request is not made at least one month in advance.
Accommodation for Attendees Requiring Support Persons or Animals
Support Animals: Persons with a disability may enter Thrive Youth premises or program or event venues accompanied by a service animal, and keep the animal with them, in areas to which the public has access, providing the animal is not otherwise excluded by law. If it is not evident that an animal is a service animal, a Thrive Youth representative may request documentation from a regulated health professional. While visiting our premises or program or event venues, it is the responsibility of the person with the service animal to ensure the animal is in a working harness at all times.
Support Persons: Persons with a disability may be accompanied by a support person and have access to that individual at all times. Thrive Youth will arrange to have the support person sit with the individual with the disability. Thrive Youth may require a person with a disability to be accompanied by a support person while on our premises in situations where it is necessary to protect the health and safety of the person with a disability. Before making a decision regarding a support person, Thrive Youth will consult with the person with the disability, consider health and safety implications; and assess if there is another reasonable way to protect the health and safety of the person with a disability and others on the premises.
Thrive Youth requests that those attending programs with a support person contact our offices either:
(a) by telephone at (416) 639-6109 or,
(b) by e-mail at firstname.lastname@example.org. as soon as possible to advise of this request so that Thrive Youth may make arrangements for the support person.
Accommodation for Attendees with Physical Access Disabilities
While Thrive Youth books its programs in facilities which are accessible to those with physical access disabilities, Thrive Youth has limited control over the facilities in which the events take place. Thrive Youth will work with the facility to make every effort to make its programs accessible to persons with physical access disabilities.
Requests for specific accommodation at Thrive Youth programs may be made directly to the Executive Administrator & Office Manager either:
(a) by telephone at (416) 639-6109 or
(b) by e-mail email@example.com.. All e-mail requests must indicate “Request for Accommodation” in the subject line to ensure that the request is processed as soon as possible.
3. Notice of Temporary Disruption
Thrive Youth will make every effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. We will not necessarily be able to give adequate notice in the case of a temporary emergency disruption.
In order to make information accessible, large print signs and notices will be displayed at the entrance to our facilities and notices will be posted on our website.
4. Training for staff
Thrive Youth will ensure that all of our staff and volunteers receive training as required by the Accessibility Standards for Customer Services. In addition, training will be provided to new employees as part of their orientation and on a continuing basis as required. A record of training will be kept by the Human Resources Department.
Training will include:
The Human Rights Code
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
- The requirements of the Accessibility Standards for Customer Services.
- Information about Thrive Youth policies, procedures, and guidelines pertaining to the provision of services to users with disabilities.
- How to interact and communicate with people with various types of disabilities.
- What to do if a person with a disability is having difficulty accessing Thrive Youth services.
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person.
- How to use the equipment or devices available by Thrive Youth that may help with the provision of services to persons with disabilities.
All staff will be trained on policies, practices, and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
5. Feedback Process
The ultimate goal of Thrive Youth is to meet expectations while working with clients with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Thrive Youth provides services to people with disabilities can be made by contacting:
Comments and Complaints
Comments or complaints regarding Thrive Youth’ provision of services to persons with disabilities can be made to:
Executive Office of Thrive Youth
585 Dundas St. E, 3rd Floor
Toronto, ON M5A 2B7
By Phone: (416) 639-6109
By Email: firstname.lastname@example.org.
Complaints and feedback will be received and addressed by the Executive Office in accordance with our complaints administration procedures. Thrive Youth will arrange for accessible formats and communication supports upon request.
Office hours are from 9:00 AM to 5:00 PM, Monday to Friday.
6. Modification to This or Other Policies
Thrive Youth is committed to developing and updating user service policies that are inclusive and that respect the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
Copies of this Policy
Thrive Youth recognizes that persons with disabilities use methods other than standard print to access information. If Thrive Youth is required to give a copy of this policy to a person with a disability, Thrive Youth will provide the policy, or the information contained in the policy, in a format that takes into account the person’s disability.
Alternatively, Thrive Youth and the person with the disability may agree on an alternate format for the document or information.
7. Question About this Policy
All questions regarding this policy should be directed to Lori Collinge – email@example.com.
Human Rights Code (R.S.O 1990)
Related DAREarts Policies (Available Upon Request)
- 2.1 Anti-Oppression/Discrimination
- 2.2 Accessibility & Equitable Access
- 2.4 Accessibility (AODA) – Ontario