Accessible Customer Service Plan Providing Goods and Services to People with Disabilities
Dear Valued Customers,
We strive to improve accessibility for our customers with disabilities. We encourage your comments, questions and suggestions about the provision of our goods or services to people with disabilities. Please contact Human Resources by mail, by phone at (613) 233-1128 or by email at hrmanager [at] williscollege [dot] com to share your comments. Willis College of Business, Technology, Healthcare is committed to excellence in serving all customers including people with disabilities.
Willis College will ensure that our staff is 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. If these devices are new to Willis College, we will give enough notice to the individual with the disability using these devices that are staff will need to be trained on these new devices. Exceptions may occur in situations where Willis College has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises. As a result of this, if a customer with a disability is prevented from accessing goods or services at Willis College, Willis College will accommodate the customer by providing an alternative solution, in a timely manner, when and where feasible.
When requested, we will communicate with people with disabilities in ways that takes into account their disability.
Willis College will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities guided by the principles of dignity, independent and equality.
Upon request, customers with disabilities will be offered alternative communication formats that will meet the needs of the customer within a reasonable time frame.
Use of Service animals and Support Person(s)
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 employees, 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.
In the event a service animal is to be denied access to a facility, classroom or meeting room, other accommodations may be afforded, such as:
- Alternate meeting / class formats i.e. teleconferencing or online meeting where technology permits;
- Delivery of goods or service at an alternate time or location;
- Other assistive measures available to deliver a good or service to ensure quality of the outcome.
We are committed to welcoming people with disabilities who are accompanied by a service animal or support person(s). Any person with a disability who is accompanied by a service animal or support person(s) will be allowed to enter Willis College’s premises with his or her service animal or support person(s). At no time will a person with a disability who is accompanied by a service animal or support person(s) be prevented from having access to his or her service animal or support person(s) while on our premises.
The customer shall determine whether a service animal or support person(s) is necessary, however, where an employee or volunteer believes that a support person(s) should be in attendance to protect the health and safety of the customer or others, the following criteria shall be used in consulting with the customer:
- When there is a significant risk to the health and safety of the person with a disability or to others;
- When the risk cannot be eliminated or reduced by other means;
- When the assessment of the risk is based on consideration of the duration of the risk, the nature and severity of the potential harm, the likelihood that the potential harm will occur, and the imminence of the potential harm;
- When the assessment of the risk is based on the individual’s actual characteristics, not merely on generalizations, misperceptions, ignorance or fears about a disability.
Workshops and seminars sponsored by Willis College or by third parties outside of daily classroom use do occur at our facilities. For such events, service animals or support person(s) shall be permitted entry to Willis College’s facilities and meeting rooms that are open to the public, except: when there are fees applied by a third party and the support person(s) was not pre-registered and / or no vacancy exists. If admission to a workshop / seminar is permitted and fees are payable to a third party, the support person(s) will be permitted to attend the event at their own cost. Costs for services (i.e. food, etc.) will be the responsibility of the support person(s). If admission to a workshop / seminar to an event is permitted and fees are payable to Willis College the support person(s) is permitted to attend at no cost for admission. Cost for other services (i.e. food, etc.) will be the responsibility of the support person(s).
If a service animal or support person(s) is necessary for the health and safety of a person with disabilities, or for the health and safety of other persons, Willis College will require the accompaniment of a support person(s) on Willis College premises.
Students are required to provide their own service animal or support person(s). Students are expected to inform their Admissions representative at the time of enrolling in a program with Willis College that they will be attending classes with a service animal or support person(s). The Admissions representative will inform the Campus Manager that the new student will be attending classes with a service animal or support person(s).
Notice of temporary disruption
Willis College will provide customers with notice in the event of a planned or unexpected 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. Willis College will make customers aware of the disruption by:
- Placing notices at all public entrances and service counters on our premises.
- Willis Management and Instructors will inform students of the service disruption.
- Messages regarding the disruption will be posted on our website www.williscollege.com.
- If an unexpected disruption occurs, persons with disabilities will be accommodated by the use of other means to deliver the goods and services, which may include:
- Alternative location and time to provide the customer with the disability with the goods or services (i.e. an alternative classroom location, etc.).
- Any other appropriate assistive measures available to deliver the goods and services.
Willis College 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.
AODA customer service training will be provided to all full-time, part-time and contract employee’s as well as all volunteers. This training will be provided as a condition of employment to all new employees, contractors and volunteers. Training will be provided on an annual basis for current staff to ensure all employees, contractors and volunteers remain current with all policy and procedural changes.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Willis College’s 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
- How to use the assistive devices available on the premises that may help with the provision of goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing Willis College’s goods and services
- Willis College’s policies, practices and procedures relating to the customer service standard.
- Applicable 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.
Staff will also be trained when changes are made to your accessible customer service plan.
The ultimate goal of Willis College is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Willis College provides goods and services to people with disabilities can be made in person, by phone, by mail or by email.
All comments should be directed to:
Willis College of Business, Technology, Healthcare
85 O’Connor Street
Email: hrmanager [at] williscollege [dot] com
Feedback will be responded to in the format in which the feedback was received. The feedback will only outline actions that are appropriate.
Modifications to this or other policies
Any policy of Willis College that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Question about this policy
This policy exists to achieve service excellence to customers 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 Human Resources of Willis College.
For more info, CALL us now at (613)-233-1128 or Request Information though Human Resources by email at hrmanager [at] williscollege [dot] com