Toronto City Mission’s Policy on Accessibility for Ontarians with a Disability 

1. Commitment
Toronto City Mission (TCM) is committed to ensuring equal access and participation for people
with disabilities. We are committed to treating people with disabilities in a way that allows
them to maintain their dignity and independence. We believe in integration and we are
committed to meeting the needs of people with disabilities in a timely manner. We will do so
by removing and preventing barriers to accessibility and meeting our accessibility requirements
under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws. This
includes increasing accessibility for persons with disabilities in the areas of information,
communications and employment.

2. Disability
The definition of a Disability as applicable under the Accessibility for Ontarians with a Disability
Act may be found in the Ontario Human Rights Code. This is a condensed definition:

• Any degree of physical infirmity, malformation or disfigurement that is caused by bodily
  injury, birth defect or illness;
• A condition of mental impairment or disorder, a developmental or learning dysfunction.

“Disability” includes, but is not limited to, such things as epilepsy, paralysis, impaired vision or
hearing, speech impediment, reliance on a guide dog, wheel chair or other assistive devices.

3. Access to Goods and Services
It is the policy of TCM to do our best to provide our services to those with disabilities by:

• Providing access to the premises as far as possible by reasonable accommodation
• Providing access to written information and other forms of communication in a format that accommodates a Disability as reasonable
• Respecting the independence of disabled individuals by allowing them independence as
  necessary, while also providing reasonable assistance as might be requested by them
• Respecting the dignity of disabled individuals
• Considering means of integration and equal opportunity for disabled individuals

4. Support Persons
It is the policy of TCM to allow disabled individuals to be accompanied by a support person
when accessing the services.

5. Service Animals and Assistive Devices
It is the policy of TCM to allow service animals on the premises and in all situations where a
disabled individual requires the service animal to access services, except in circumstances
where the animal is excluded by law from the premises, such as in places where food is being
prepared. We will also not prevent the use of assistive devices on the premises, and will not
interfere with such devices without the permission of the owner/user.

6. Temporary Disruptions
If any methods of accommodating disabled individuals are interrupted, TCM will post a notice in
a conspicuous place. Such notice will advise of alternate arrangements available, if any.

7. Training for Staff
TCM will provide training to all employees and others who deal with the public and all those
who are involved in the development and approval of service policies, practices, and
procedures, as it relates to their specific roles.
Training will include the following:

• The purposes 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 a support person.
• What to do if a person with a disability is having difficulty in accessing our services.
• How to use or operate any equipment on the premises or otherwise which is specifically
  designed to assist people with disabilities (i.e. elevators), and what to do if a person
  with a disability is having difficulty in accessing said equipment.
• TCM’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 services
are provided to people with disabilities. Staff will also be trained on an ongoing basis when
changes are made to these policies.

8. Employment
Toronto City Mission is committed to fair and accessible employment practices which include
the following:

• Upon request, supports are available for those with disabilities throughout the hiring
  process.
• TCM will develop individual accommodation plans for employees with a disability.
• Where needed, TCM will also provide customized emergency information to help an
  employee with a disability during an emergency.
• TCM’s performance management, career development and redeployment processes will
  take into account the accessibility needs of all employees.

9. Feedback
Toronto City Mission will accept and consider feedback from anyone who has any concern
about the Accessibility Policy and its implementation. Feedback may be submitted in writing, by
email, or by telephone to the Human Resources Coordinator:

Toronto City Mission
Attn: Human Resources
2610 Birchmount Road
Toronto, ON M1W 2P5
info@torontocitymission.com
416-922-6223

10. Modifications to this or other policies
Any policy of Toronto City Mission that does not respect and promote the dignity and
independence of people with disabilities will be modified or removed.

11. Availability of Documents
All documents relating to the Accessibility for Ontarians with Disabilities Act (AODA) will be
made available upon request and in a format reasonably accommodating Disabilities. Requests
can be made in writing, by email, or by telephone. Please address your request to the person
set out in section 9 of this policy.