AODA – Integrated Accessibility Standards Regulation

(IASR) Information and Communications Policy

This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Information and Communications Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of information and communications services and materials for people with disabilities.

All information and communications materials and services provided by SSA shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats – Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication Supports – Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Conversion Ready – An electronic or digital format that facilitates conversion into an acceptable format.

Kiosk – An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

Scope

This policy applies to all individuals employed and/or engaged by SSA, or those who participate in developing SSA’s policies, practices and procedures governing the provision of goods, services or facilities to the public and every other person who deals with members of the public or other third parties on behalf of SSA.

Establishment of Multi-Year Accessibility Plan

SSA established a multi-year accessibility plan.

Training Requirements

SSA will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities. Training will also be provided to individuals who are responsible for developing SSA’s policies, and all other persons who provide goods, services or facilities on behalf of SSA.

Training will be provided as soon as is reasonably practicable, but no later than 3 months’ post employment. Training will be provided on an ongoing basis to new employees and as changes to SSA’s accessibility policies occur.

Feedback Process

SSA will ensure that all feedback processes (both internal and external) are made accessible to clients/customers or employees, upon request.

In accordance with the customer service standards, SSA will make known the availability of accessible feedback formats.

Accessible Formats and Communication Supports

Unless deemed unconvertible, SSA will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.

SSA will take into account the person’s accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability.

SSA will make the availability of accessible formats and communication supports publicly known.

Design of Public Spaces

SSA office space is an accessible space.   SSA will comply with the design of public space requirements in any future renovation to the extent required by the Regulation 191/11, and will maintain public spaces in accordance with the Regulation 191/11.

Website Accessibility

SSA website and all web content conforms with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level AA, as required by the applicable law.

Emergency Procedures, Plans or Public Safety Information

SSA will ensure that all publicly available safety and emergency information (e.g. evacuation procedures, floor plans etc.) is provided in an accessible format or with appropriate communication supports, upon request.

Exceptions

The Information and Communications Standard does not apply to:

• Products and product labels;
• Unconvertible information or communications; or
• Information that the organization does not control either directly or indirectly through a contractual relationship

Unconvertible Information or Communications

If it is determined, in consultation with the requesting party, that information or communications are unconvertible, SSA will ensure that the individual who made the request is provided with an explanation and a summary of the information.

SSA will classify information or communications as unconvertible where:

• It is not technically practicable to convert; or
• The technology required to make the conversion is not readily available.

AODA – Integrated Accessibility Standards Regulation

(IASR) Customer Service Policy

This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards, Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by SSA shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

• Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• A condition of mental impairment or a developmental disability;
• A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• A mental disorder; or
• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – an animal is a service animal for a person with a disability if

• The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
• The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
  • A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
  • A member of the College of Chiropractors of Ontario;
  • A member of the College of Nurses of Ontario;
  • A member of the College of Occupational Therapists of Ontario;
  • A member of the College of Optometrists of Ontario;
  • A member of the College of Physicians and Surgeons of Ontario;
  • A member of the College of Physiotherapists of Ontario;
  • A member of the College of Psychologists of Ontario; or
  • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or

The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Guidelines

SSA will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• Ensuring that all customers receive the same value and quality;
• Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the customer’s disability.

The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by SSA.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Exclusion Guidelines

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) SSA will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Recognizing a Guide Dog, Service Dog and/or Service Animal

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, SSA may request verification from the customer.

Care and Control of the Animal

The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.

Allergies

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, SSA will make all reasonable efforts to meet the needs of all individuals.

The Use of Support Persons

If a customer with a disability is accompanied by a support person, SSA will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, SSA will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of SSA. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use SSA’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• Goods or services that are disrupted or unavailable;
• Reason for the disruption;
• Anticipated duration; and
• A description of alternative services or options.

Notification Options

When disruptions occur, SSA will provide notice by:

• Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the SSA website;
• Contacting customers with appointments;
• Verbally notifying customers when they are making a reservation or appointment; or by any other method that may be reasonable under the circumstances.

Customer Feedback

SSA shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by poster in our reception, notice on our website and notice in the form of receipt of this policy. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Submitting Feedback

Customers can submit feedback to:

Please note that Employees can address their concerns to: hrbp-americas@irissoftware.com

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any SSA employee.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training

Training will be provided to:

• Every person who is an employee of, or a volunteer with SSA in Ontario
• Every person who participates in developing SSA’s policies in Ontario
• Every other person who provides goods, services or facilities on behalf of SSA in Ontario

Training Provisions

Regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Customer Service Standards.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
  • use assistive devices;
  • require the assistance of a guide dog, service dog or other service animal; or
  • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing your services.

SSA’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

SSA will provide training as soon as practicable. Training will be made available to new employees, volunteers, agents and/or contractors on a quarterly basis. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.

Administration

If you have any questions or concerns about this policy or its related procedures, please contact:

Please note that Employees can address their concerns to: hrbp-americas@irissoftware.com

AODA – Integrated Accessibility Standards Regulation

(IASR) Employment Policy

This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of accessible employment for persons with disabilities.

All employment services provided by SSA shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats – Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication Supports – Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Performance Management – Activities related to assessing and improving employee performance, productivity and effectiveness with the goal of facilitating employee success.

Redeployment – The reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

Training Requirements

SSA will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities. Training will also be provided to individuals who are responsible for developing SSA’s policies, and all other persons who provide goods, services or facilities on behalf of SSA.

Training will be provided as soon as is reasonably practicable, but no later than three months’ post employment. Training will be provided on an ongoing basis to new employees and as changes to SSA’s accessibility policies occur.

Recruitment, Assessment and Selection

SSA will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available,

upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, SSA will consult with the applicant and provide or arrange for suitable accommodation.

Successful applicants will be made aware of SSA’s policies and supports for accommodating people with disabilities.

Accessible Formats and Communication Supports for Employees

SSA will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.

If an employee with a disability requests it, SSA will provide or arrange for the provision of accessible formats and communication supports for the following:

• Information needed in order to perform his/her job; and
• Information that is generally available to all employees in the workplace.

SSA will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

Workplace Emergency Response Information

Where required, SSA will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace, and will be created in consultation with the employee.

This information will be reviewed when:

• The employee moves to a different physical location in the organization;
• The employee’s overall accommodation needs or plans are reviewed; and/or
• SSA reviews general emergency response policies.

Performance Management, Career Development and Advancement

Performance management processes related to assessing and improving employee performance, productivity and effectiveness will take into account the accessibility needs of employees with disabilities, as well as any individual accommodation plans.

The Company will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans when providing career development and advancement to its employees. Career development and advancement includes providing additional responsibilities within an employee’s current position, the movement of an employee from one job to another which may provide greater responsibility, compensation and/or place the employee at a higher level in the organization, or any combination of these.

Redeployment

The accessibility needs of employees with disabilities will be taken into account in the event of redeployment. Individual accommodation plans will be consulted, as required.