This policy applies to all Davenhill Senior Living staff, volunteers, Board Members and members of standing and ad hoc committees established by Davenhill Senior Living. This policy has been established to assist any of the above listed persons as well as Davenhill Senior Living residents, residents’ family and friends, congregation members, contractors, service providers and visitors and all persons who have no ongoing connection to Davenhill Senior Living but who use Davenhill Senior Living facilities.
1. Our Vision
Known for our Christian heritage and exceptional value, we exceed the independent, assisted and memory care needs of mature adults of all faith traditions.
2. Our Commitment
In fulfilling our mission, Davenhill Senior Living strives at all times to provide its goods and services (collectively “Services”) in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our Services and allowing them to benefit from the same Services, in the same place and in a similar way as other individuals.
3. Providing Goods and Services to People with Disabilities
Davenhill Senior Living is committed to excellence in serving all individuals including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with individuals on how to interact and communicate with people with various types of disabilities.
3.2 Telephone Services
We are committed to providing fully accessible telephone service to all individuals we deal with. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly, as might be required. We will offer to communicate with individuals by mail, fax, email, TTY relay service or other means available and mutually agreed upon if telephone communication is not suitable to their communication needs or is not available.
3.3 Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our Services. People with disabilities are welcome to bring and use their own personal assistive devices and/or use assistive devices provided by Davenhill Senior Living. We will ensure that our staff is trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing the Services we provide.
3.4 Printed Materials
We are committed to providing our printed materials in ways that are accessible to all people with disabilities. To do so we will work with persons with disabilities to find reasonable ways of providing printed materials in formats that will be accessible to them. For example large print, e-mail, reading short passages from Davenhill Senior Living printed materials to those with disabilities that make it difficult to read such materials.
4. Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
An animal is considered to be a service animal for a person with a disability if:
It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
The person provides a letter form a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
We are committed to welcoming people with disabilities who are accompanied by a support person on the parts of our premises that are open to the public and other third parties. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. Fees that may be associated with Services provided to a person with a disability will be payable by the person with the disability. Any fees that may be payable for Services provided to the support person, while accompanying the person with the disability, will be clearly communicated.
5. Notice of Temporary Disruption
Davenhill Senior Living will provide individuals with notice in the event of a planned or unexpected disruption in the facility or Services usually used by persons 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. The notice will be placed at appropriate locations where it is most likely be seen by persons requiring those facilities or Services.
6. Training of Staff
Davenhill Senior Living will provide training on the policies, practices and procedures that affect the way Services are provided to people with disabilities. This training will be provided to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development of approvals of service policies, practices and procedures. This training will be provided within 3 months after staff commence their duties and will be reinforced with annual training thereafter as well as when changes are made to these policies, practices and procedures.
Training will include the following:
The purpose of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard.
How to interact and communicate 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 support person.
What to do if a person with a disability is having difficulty in accessing Davenhill Senior Living Services.
Davenhill Senior Living policies, practices and procedures relating to the customer service standard.
7. Feedback Process
The ultimate goal of Davenhill Senior Living is to meet and surpass expectations while serving individuals with disabilities. Comments on our Services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way Davenhill Senior Living provides Services to people with disabilities can be made in person, by email to email@example.com a note in our suggestion box, fax to 416-923-1343, or by mail to Davenhill Senior Living, 877 Yonge St, Toronto, ON, M4W 3M2. Individuals can expect to receive a response to their feedback (if necessary) in 10 business days.
8. Modifications to this or Other Policies
We are committed to developing accessible service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Davenhill Senior Living that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Questions About this Policy
This policy exists to achieve service excellence to individuals with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Janice Pitts, Executive Director of Davenhill Senior Living.