Customer Service Accessibility Policy

CUSTOMER SERVICE ACCESSIBILITY POLICY – Habitat Huronia & RESTORE

Habitat for Humanity Huronia Inc. - Restore is a local, non-profit, faith-based organization working for a world where everyone has a safe and decent place to live. Our mission is to mobilize volunteers and community partners in building affordable housing and promoting homeownership as a means to breaking the cycle of poverty.

In fulfilling our mission, Habitat for Humanity Huronia Inc. - Restore strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services, in the same place and in a similar way as customers, donors, volunteers, employees and partners.

PROVIDING SERVICES TO PEOPLE WITH DISABILITIES

Habitat for Humanity Huronia Inc. - Restore is committed to excellence in serving all customers, donors, volunteers, employees and partners including people with disabilities and we will carry out our functions and responsibilities in the following areas:

• Communication We will communicate with people with disabilities in ways that take into account their disability. We will train staff and volunteers on how to interact and communicate with people with various types of disabilities.
• Telephone services We are committed to providing fully accessible telephone service to our customers, donors, volunteers, employees and partners. We will train staff and volunteers to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate by other means including letter mail, email or facsimile if telephone communication is not suitable to their communications needs or is not available.
• Assistive devices We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our employees and volunteers are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods, support or services. We will ensure that employees and volunteers know how to use the assistive devices available at our premises for those with disabilities. A wheel chair basic style is stored by the cash area.
• Documentation We are committed to providing all written communication including invoices, charitable tax receipts, letters etc. in a format that is accessible to all of our customers, donors, volunteers, employees and partners. This may include large print, email etc. We will answer any questions about the content of any written document in person, by telephone or email.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

We are committed to welcoming people with disabilities who are accompanied by a service animal on the areas of our premises that are open to the public and other third parties. We will ensure that all staff, 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.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Habitat for Humanity Huronia Inc. - Restore 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. We also encourage volunteers with support people to help them back into society.

NOTICE OF TEMPORARY DISRUPTION

Habitat for Humanity Huronia Inc. - Restore will provide customers, donors, volunteers, employees and partners 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. The notice will be placed at all public entrances and cash counters on our premises.

SERVICES AVAILABLE

Habitat for Humanity Huronia Inc. - Restore will offer services such as carryout, loading and unloading and level entry parking for goods pickup and receiving. We will also offer pickup from inside the home for people with disabilities, insurance is in place to cover this in-house pickup service

TRAINING FOR STAFF

Habitat for Humanity Huronia Inc. - Restore will provide training to all employees, volunteers and others who deal with the public and other third parties on their behalf, and all those who are involved in the development and approvals of policies, practices and procedures.

Individuals in the following positions will be trained: Reception, customer service representatives, and sales associates, ReStore managers, volunteer coordinators, truck drivers, receivers etc.

This training will be provided during initial training of staff and volunteers as they commence their duties.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements for 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 any assistive devices maintained by Habitat for Humanity Huronia Inc. - Restore to assist people with disabilities.
• What to do if a person with a disability is having difficulty accessing Habitat for Humanity Huronia Inc. - Restore’s goods and services.
• Habitat for Humanity Huronia Inc. - Restore’s policies, practices and procedures relating to these customer service standards.

Applicable staff and volunteers will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff and volunteers will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

FEEDBACK PROCESS

The ultimate goal of Habitat for Humanity Huronia Inc. - Restore is to meet and surpass public expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Habitat for Humanity Huronia Inc. - Restore provides services to people with disabilities can be made by letter, email, voicemail or in person. All feedback should be directed to: CEO Lee Pigeau [email protected] A response may be expected within 10 days.

POLICY MODIFICATIONS AND QUESTIONS

We are committed to developing customer service polices that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Any policy of Habitat for Humanity Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence for people with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact CEO Lee Pigeau with any questions and/or concerns, at Habitat for Humanity Huronia Inc. [email protected] telephone 705-727-0802