Providing Services to People with Disabilities
Our mission is to build public trust and confidence in local government. In fulfilling our mission, the City Clerk’s Office will at all times provide its services in a way that respects the dignity and independence of people with disabilities. We give people with disabilities the same opportunity to access our services in the same place, and in a similar way as others.
Given our commitment to respecting the dignity and independence of people with disabilities, any policy of the City Clerk’s Office that does not do this will be modified or removed.
Questions About This Policy
This policy exists to achieve service excellence to people with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation should be provided by the Chair, City Clerk’s Office Access, Equity and Human Rights Working Group.
We communicate with people with disabilities in ways that take into account their disability. We train our staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We provide fully accessible telephone service to all. We offer to communicate by email or TTY or other methods if regular telephone communication is not suitable to someone’s communication needs.
We serve all people with disabilities, including those who use assistive devices. We ensure that our staff are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services.We also ensure that staff know how to use the assistive devices at their respective work locations which are applicable to their positions.
Use of Service Animals and Support Persons
We welcome people with disabilities, including those who are accompanied by a service animal, on the parts of our premises that are open to the public and other third parties. The only areas not open to service animals due to health and safety concerns are the operational areas of the records centre and printing services. These locations are rarely used by third parties.
We welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter the City Clerk’s Office’s premises with his or her support person. 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. During an election or by-election, a support person assisting a voter will be required to take an oath, stating their commitment to confidentiality and that they will mark the ballot as directed by the voter (if the voter requests this type of assistance). The voter will also be required to take an oath stating they require assistance to vote. The City Clerk’s Office does not normally charge admission to access events or programs, but if we do, we will not charge support persons.
We ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by either a support person or a service animal.
Notice of Temporary Disruption
We give notice when our services are disrupted or our facilities closed in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice includes information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Depending on circumstances we post notice using such methods as signage, websites, email and media advisories.
Training for Staff
The City Clerk’s Office provides training to employees, including those who deal with the public and all those who are involved in the development and approval of customer service policies, practices and procedures. The training is in accordance with the Accessibility for Ontarians with Disabilities Act, 2005.
This training is provided to all staff who deal with the public or are involved in the development and approvals of customer service policies, practices and procedures within three months of their start date.
The goal of the City Clerk’s Office is to meet and surpass expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Once received, the feedback is redirected to the appropriate director, manager or supervisor. In-person feedback should be provided directly to the applicable manager or supervisor. We will acknowledge receipt of phone and email feedback within one business day. We will acknowledge receipt of faxed and mailed feedback within four days.
Feedback can be made by email, verbally and in writing. All written feedback will be directed to the City Clerk.