Purpose: This plan and policy outlines the policies and actions that Vena Solutions will put in place to improve opportunities for people with disabilities.
Scope: This plan and policy applies to all employees, contractors, temporary staff, or customers within Ontario of Vena Solutions and its subsidiaries.
Policy: Vena Solutions is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Accessible Emergency Information: Vena Solutions is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualised emergency response information, as required.
Training: Vena Solutions will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. Vena Solutions will create online and in-person training around providing customer service to individuals with disabilities and ensure all new and existing employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015.
Information and Communications
- Vena Solutions is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.
- Vena Solutions will review the Level A requirements of the WCAG 2.0, compare existing website functionality against these requirements, and update our website as needed to ensure ongoing conformance with WCAG 2.0, Level A by January 1, 2014.
- Vena Solutions will provide information on how to submit feedback on accessibility requirement requests by clicking on the Contact Us link on our corporate website by January 1, 2015.
- Vena Solutions review the Level A requirements of the WCAG 2.0, compare existing website functionality against these requirements, and update our website as needed to ensure conformance with WCAG 2.0, Level AA by January 1, 2021.
Employment
Vena Solutions is committed to fair and accessible employment practices.
We will take the following steps to notify the public and staff that, when requested, Vena Solutions will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:
- Communicate clearly on our careers website and in job descriptions that Vena will make accommodations for those with disabilities during the recruitment process
- Include the importance of accommodating those with disabilities during interview skills training
- Reiterate, in all communications to candidates, that Vena will make accommodations for those with disabilities throughout the recruitment process
Vena Solutions will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
- Communicate in writing and in email to existing employees that Vena will provide accommodation to employees at any point during their employment with Vena
- Communicate, during new hire orientation, to new employees that Vena will provide accommodation to employees at any point during their employment with Vena
- Complete assessment forms for those employees with disabilities to ensure their specific requirements are addressed
Accessible Customer Service Plan
Purpose: This plan outlines the policies and actions that Vena Solutions will undertake in order to provide goods and services to people with disabilities.
Scope: This plan applies to all customers within Ontario of Vena Solutions and its subsidiaries.
Policy: Vena Solutions is committed to excellence in serving all customers including people with disabilities.
Assistive Devices: We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
Communication: We will communicate with people with disabilities in ways that take into account their disability.
Service Animals: We 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.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Vena Solutions will notify customers 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 of temporary disruption will be placed on our website.
Training
Vena Solutions will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Vena Solutions’ plan related to 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 a support person
- What to do if a person with a disability is having difficulty in accessing Vena Solutions’ goods and services
Staff will also be trained when changes are made to our accessible customer service plan.
Feedback Process: Customers who wish to provide feedback on the way Vena Solutions provides goods and services to people with disabilities can do so by contacting Vena Solutions. Information on how to submit feedback on accessibility requirement requests by clicking on the Contact Us link on our corporate website.
All feedback, including complaints, will be addressed by the Customer Success team. Customers can expect to receive a response on their request within five business days.
Notice of Availability: Vena Solutions will notify the public that our policies are available upon request by posting them on our corporate website under the Contact Us link.
Modifications to This or Other Policies: Any policy of Vena Solutions that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
