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Accessible Customer Service plan

Providing programs and services to people with disabilities.

The Club is committed to excellence in serving all customers.

Assistive Devices

The Club will ensure that our team is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

The Club will communicate with people with disabilities in ways that take into account their disability.

 Website

The Boys & Girls Clubs of Kawartha is committed to creating an accessible online environment for its visitors and to making its web documents available to everyone. The Clubs website has been designed to conform to industry-standard guidelines that help make the website more accessible to all users and is compatible with screen readers.

Service Animals

The Club will 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 on our premises. Fees will not be charged for support persons other than admission to locations visited. The Club will notify customers of this upon registration of participants.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, participants, service recipients or other relevant customers will be notified either by phone or other technological source. The Club will post a notice promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at the locations where the disruption has occurred.

Training for the Club Team

The Club will provide training to employees, formal volunteers and others who deal with the public or other third parties on their behalf. Individuals in all positions; full and part-time in addition to all volunteers will be trained. Training to staff will be provided within 90 days of hire.

Training will include

-An overview of the Accessibility for Ontarian's with Disabilities Act, 2005 and the requirements of the customer service standard.
-the Club's plan related to the customer service standard.
-How to interact and communicated with people with various types of disabilities.
-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 any equipment that people with disabilities may access to enable them equal and optimum use of programs and services.
-What to do if a person with a disability is having difficulty in accessing Club programs and services.
Staff will also be trained when any changes are made to the plan.

Feedback Process

Customers who wish to provide feedback on the way the Club provides programs and services to people with disabilities can provide feedback verbally, by phone (705) 324-4493, or at info@bgckl.com. All feedback will be directed to the Office Coordinator. Customers can expect to hear back within three business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

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