Accessibility
Plan 2009-2010
Ministry of Agriculture, Food and Rural Affairs
Table of Contents
Introduction
The Accessibility for Ontarians with Disabilities Act, 2005 sets out
the roadmap to make Ontario accessible by 2025. Under this act, accessibility
standards are being developed and implemented to break down barriers in
key areas of everyday life.
These standards will increase accessibility for people with disabilities
in the areas of customer service, information and communications, employment,
transportation and the built environment.
The Government of Ontario is preparing to lead the way towards an accessible
province, beginning in January 2010 when the first standard - for customer
service - comes into force.
Each year, the government sets the course to prevent, identify and remove
barriers through annual accessibility plans required under the Ontarians
with Disabilities Act, 2001 (ODA).
The ministry is committed to improving accessibility through identifying,
removing and preventing barriers, working together within our ministry,
across government and in our relationships with our stakeholders.
Building on last year's plan, the 2009-10 accessibility plans will continue
moving the Ministry of Agriculture, Food & Rural Affairs (OMAFRA)
towards the goal of an accessible province for all Ontarians.
An executive summary of all Government of Ontario Ministry Accessibility
Plans is available at: http://www.mcss.gov.on.ca/mcss/english/ministry/accessibilityPlans/ministries_accplans10.htm.
Report on Status of Customer Service
Requirements
The Accessibility Standards for Customer Service (Ontario
Regulation 429/07) came into force on January 1, 2008. All OPS ministries
must comply with the Regulation by January 1, 2010.
OMAFRA is committed to a barrier-free and accessible workplace,
where every employee and customer is treated fairly, equitably and with
dignity. Accessibility is important so that our stakeholders are able
to access the Ministry services that they require, and it is vital so
that our employees with disabilities can reach their full potential.
OMAFRA has built on its commitments as outlined in previous
ODA plans in order to fully comply with the Accessibility Standards for
Customer Service (O. Reg 429/07), as outlined below:
Focus Area:
Does the organization have policies, practices and procedures
on providing goods or services to people with disabilities?
Impact: Service
Commitment: (Completed) Improve services for
people with disabilities.
Planned Action:The ministry undertook in its
2008-2009 ODA plan to establish an accessible customer service policy,
as well as associated practices and procedures, in accordance with the
requirements of the new accessible customer service standards. The policy
will identify a process for feedback and the promotion of that process
to the public.
Implementation Timeframe: September 2008 - October
2009
Results achieved: The commitment has been fully achieved.
OMAFRA worked closely with the OPS Diversity Office at the Ministry of
Government Services (MGS) to implement initiatives in order to bring OMAFRA
into compliance with all requirements of the Customer Service Standard
by January 1, 2010. This included working with the ministry committee
established to review the OPS Service Directive, in order to ensure adoption
of the OPS Customer Service Policy for the provision of services to people
with disabilities. OMAFRA also reviewed its policies, practices and procedures
for provision of services to external stakeholders to ensure compliance
with the Customer Service Policy. The ministry provided training to all
staff and management about the policy, as part of its training strategy.
Focus Area:
Does the organization's policies address the use of assistive devices?
Impact: Service
Commitment: (Completed) OMAFRA undertook in its
2008-2009 ODA plan to introduce a policy allowing people to use their
own personal assistive devices to access its goods and services.
Planned Action: Adopt the OPS Customer Service Policy
and review existing policies, practices and procedures reviewed to ensure
compliance.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
By adopting the OPS Customer Service Policy and reviewing its existing
policies, practices and procedures, OMAFRA has established a policy enabling
people with disabilities to use their own assistive devices to access
ministry goods and services. In addition, the ministry provided training
to all its staff and management regarding its available assistive devices,
including its TTY services.
Focus Area:
Does the organization's policies, practices and procedures require the
organization to take a person's disability into account when communicating
with the person?
Impact: Service
Commitment: (Completed) Implement OPS Customer Service
Policy.
Planned Action: Adopt the OPS Customer Service Policy
and review the existing policies, practices and procedures reviewed to
ensure compliance. Provide awareness training to OMAFRA staff and management.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
The OPS Customer Service Policy was adopted and existing policies, practices
and procedures were reviewed to ensure compliance. All OMAFRA staff and
management were provided May I Help You? training (modules 1 & 2)
and OMAFRA-specific training, increasing awareness about how to best serve
people with disabilities.
Focus Area:
Does the organization permit people with disabilities to keep their service
animal with them on the parts of your premises that are open to the public
or other third parties, except where the animal is excluded by law, and
is this included in policies practices and procedures?
Impact: Service
Commitment: (Completed) Allow people with disabilities
to be accompanied by their guide dog or service animal in those areas
of the premises owned or operated by the ministry that are open to the
public, unless the animal is excluded by another law. If a service animal
is excluded by law, use other measures to provide services to the person
with a disability.
Planned Action: The ministry will review current practices
and identify specific measures to address the need for a guide dog or
service animal on ministry premises.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
By adopting the OPS Customer Service Policy, OMAFRA has established a
policy enabling people with disabilities to be accompanied by their service
animal in those areas of the premises that are open to the public, unless
excluded by another law. And, if excluded by another law, other measures
will be used to provide services to the person with disabilities.
Focus Area:
Does the organization permit people with disabilities to enter parts
of the premises that are open to the public or other third parties with
their support person, and provide notice of any fee charged for the support
person or waive the fee, and is this included in policies, practices and
procedures?
Impact: Service
Commitment: (Completed) Permit people with disabilities
who use a support person to bring that person with them while accessing
goods or services in premises open to the public or third parties. Where
admission fees are charged, provide notice ahead of time on what admission,
if any, would be charged for a support person of a person with a disability,
or waive the fee.
Planned Action: The ministry will review current practices
and identify specific measures to address the need for support persons
on ministry public premises, including any appropriate notice regarding
admission fees.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
By adopting the OPS Customer Service Policy, OMAFRA has established a
policy enabling people with disabilities to be accompanied by a support
person. Where admission fees are charged, the fees will be waived, per
the OPS Customer Service Policy.
Focus Area:
Does the organization post a notice in a conspicuous place on the premises,
website, or by another reasonable method, of any temporary disruption
in facilities or services that people with disabilities usually use to
access goods or services, including the reason, duration, and any alternatives
available?
Impact: Service
Commitment: (Completed) Provide notice when facilities
or services that people with disabilities rely on to access or use your
goods or services are temporarily disrupted.
Planned Action: Utilize current processes for managing
service disruptions and the recommended Service Disruption Notice Protocol.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
OMAFRA has worked within existing building management committees and practices
to implement the recommended Service Disruption Protocol as developed
by the OPS Diversity Office.
Focus Area:
Has the organization established and documented a process to receive
and respond to feedback on how its goods or services are provided to people
with disabilities, including actions that the organization will take when
a complaint is received?
Impact: Service
Commitment: (Completed) Implement processes for
enabling feedback.
Planned Action: Utilize current processes for obtaining
feedback from external ministry stakeholders.
Implementation Timeframe: September 2008 - October
2009
Results Achieved: This commitment was fully achieved.
By utilizing existing feedback channels through the Correspondence Unit
and Client Services Branch, stakeholders with disabilities are able to
provide feedback about ministry services by telephone, fax, e-mail, letter
and in person.
Focus Area:
Does the organization make information about its feedback process readily
available to the public, including how feedback may be provided?
Impact: Service
Commitment: (Completed) Implement process for enabling
feedback, and post a statement describing the feedback on the ministry
website.
Planned Action: Utilize current processes for obtaining
feedback from external ministry stakeholders, and post a statement outlining
the feedback channels on the ministry's website.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
By utilizing existing feedback channels through the Correspondence Unit
and Client Services Branch, stakeholders with disabilities are able to
provide feedback about ministry services by telephone, fax, e-mail, letter
and in person. A statement outlining the channels available to provide
feedback is posted on OMAFRA's public website.
Focus Area:
Does the organization ensure that every person who deals with the public
or other third parties on behalf of the organization and every person
who participates in developing the organization's polices, practices and
procedures receive training about providing goods and services to people
with disabilities?
Impact: Service
Commitment: (Completed) Implement a training strategy.
Planned Action(s):
The ministry will develop a strategy to ensure that organizations that
provide services on behalf of the ministry are aware of the requirements
of the accessible customer service standards and are provided with information
about how to meet these standards.
The ministry will ensure required employees complete the "May I
Help You? training (modules 1 & 2) and the OMAFRA-specific training.
The ministry will maintain and update its intranet website to inform
staff about the ODA, the AODA and accessibility.
The ministry will consider accessibility when planning events and conferences,
meeting its commitments as stated in the OPS Customer Service Policy.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: OMAFRA has exceeded the requirements
of the Customer Service Standard by training all staff and management.
Its training strategy also includes processes for ensuring new staff and
management are trained. A comprehensive series of intranet pages was created
to increase awareness of the ODA and AODA, a series of events was undertaken
to improve broad accessibility awareness, OMAFRA has provided information
to staff and management about planning accessible events, and training
has been provided on the OPS Customer Service Policy. The commitment was
fully achieved.
Focus Area:
Does this training include the organization's policies, practices and
procedures required under the Customer Service Standard and all the topics
listed in section 6(2) or the standard?
Impact: Service
Commitment: (Completed) Implement training strategy.
Planned Action: Implement a strategy including required
May I Help You? training (modules 1 & 2) and OMAFRA-specific training
to ensure compliance.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
Part three of the training, the OMAFRA-specific training, includes a review
of the policies for providing services to people with disabilities, and
to complete the training staff are required to read the OPS Customer Service
Policy.
Focus Area:
Does the organization have a written training policy that includes a
summary of the contents of the training and details when training is to
be provided, and does the organization keep records of the dates that
training was provided and how many people were trained?
Impact: Service
Commitment: (Completed) Implement training strategy.
Planned Action: Develop and implement a training strategy
outlining when training is provided, and maintain records.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
OMAFRA has a training policy that outlines the contents of the training,
the multiple options for receiving the training, and the methods for tracking
the completion of training.
Focus Area:
Does the organization post a notice in a conspicuous place on its premises,
website, or by another reasonable method, that the documents required
by the Customer Service Standard are available upon request, and are these
documents provided in a format that takes a person's disability into account?
Impact: Service
Commitment: (Completed) Post required documents.
Planned Action: Work with the OPS Diversity Office to
post the required documents.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved.
OMAFRA has provided a link to the required documents on the accessibility
page it has created on its public website. Links to this information are
provided on its staff intranet site to provide easy access to the information.
Report on Other Accessibility
Commitments
Accessibility Improvement Initiatives to Identify, Remove or
Prevent Barriers in Preparation for AODA Standards Currently Under Development.
In the near future, the OPS will be obligated to comply with four new
standards in the areas of transportation, information and communication,
employment and the built environment. This section identifies the status
of ODA planning on readiness and preparation for these new standards currently
under development.
Focus Area: Built Environment
Impact: Service
Commitment: (Completed) Improve ergonomic standards
in employee workstations.
Planned Action: Adopt ergonomic standards for employee
workstations at OMAFRA's Guelph head office location.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was fully achieved
through completion of OMAFRA's Furniture Refresh project. Layouts for
new workstations were designed in accordance with OPS Barrier Free Design
Guidelines and reflect current industry standards for ergonomic design.
As part of the project, a process was developed whereby employees complete
an ergonomic self assessment to identify concerns with their new workstations.
Issues that were not resolved through minor self adjustments were referred
to an ergonomic specialist who conducted a thorough assessment to determine
requirements. The supplier of the office equipment offers a line of ergonomic
accessories including adjustable keyboard arms, visual display tools,
footrests and laptop stands that can easily be incorporated into the workstation
to meet individual needs.
Focus Area: Built Environment
Impact: Regulation
Commitment: (Completed) Provide comment to the AODA
Built Environment Standard.
Planned Action: Participation on advisory committee
to the Built Environment Standards Development Committee.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was achieved, as the
ministry was an active participant on an inter-ministry advisory committee
designed to provide input to the Accessible Built Environment Standards
Development Committee. When the new standard is enacted, the ministry
will work with the Ontario Realty Corporation and our stakeholders to
determine what modifications or improvements are needed to meet the requirements
of the new standard and to be a role model to our private sector partners.
Focus Area: Built Environment
Impact: Service
Commitment: (Completed) Improve infrastructure at Grenville
Street office
Planned Action: Improve accessibility for people with
disabilities.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was achieved, as OMAFRA
improved accessibility to its Grenville Street office by adding three
accessible doors to the 11th floor offices. The total cost for this infrastructure
improvement was $28,000.
Focus Area: The Built Environment
Impact: Service
Commitment: (Completed) Improve infrastructure at OMAFRA's
Elora office
Planned Action: Improve accessibility for people with
disabilities.
Implementation Timeframe: September 2008 - October 2009
Results Achieved: This commitment was achieved, as OMAFRA
improved accessibility to its field office by including three accessible
doors and a ramp in the construction of its Elora regional office. The
total cost for this infrastructure improvement was $17,000.
Focus Area: Built Environment
Impact: Service
Commitment: (Ongoing) Identify physical barriers
to improve infrastructure at OMAFRA's offices.
Planned Action: Improve accessibility for people with
disabilities.
Implementation Timeframe: September 2008 - March 2011
Results Achieved: As part of a review of OMAFRA's existing
policies, practices and procedures, program managers are identifying barriers
for providing services to people with disabilities. This will include
an identification of physical barriers in OMAFRA's offices. OMAFRA also
introduced an electronic suggestion box on the accessibility pages on
its intranet site to encourage staff to identify barriers to accessibility.
In addition, as part of awareness-building among its staff and management,
OMAFRA conducted a day-using-a-wheelchair event, after which barriers
identified by participants were shared with the facilities management
of OMAFRA's Guelph head office.
Focus Area: Employment
Impact: Service
Commitment: (Ongoing) Improve emergency evacuation procedures
for people with disabilities
Planned Action: Undertake Emergency Management activities
to accommodate employees with disabilities
Implementation Timeframe: September 2008 - March 2011
Results Achieved: Information for people with disabilities
was incorporated in the Emergency Handbook for employees. Training was
provided to management and staff regarding assisting people with disabilities
in an emergency situation, including the establishment of a buddy system.
Information about providing assistance to people with disabilities in
the event of an emergency was also incorporated into the AODA OMAFRA-specific
training that has been provided to all staff and management. Continued
awareness activities will be provided over the coming years.
Focus Area: Employment
Impact: Service
Commitment: (Ongoing) Include people with disabilities
in the recruitment process.
Planned Action: The ministry will inform managers with
regard to the need to accommodate persons with disabilities in the recruitment
process as part of planned recruitment awareness training
Implementation Timeframe: September 2008 - March 2011
Results Achieved: OMAFRA is committed to a barrier-free
and accessible workplace where every employee and customer is treated
fairly, equitably and with dignity. Accessibility is important so that
our employees with disabilities can reach their full potential. Through
the ongoing development and implementation of the ministry's diversity
strategy, of which accessibility is a key pillar, the ministry is developing
a strategy that will provide managers with the tools they require to ensure
people with disabilities are accommodated through the recruitment process
and are provided the resources they require within the work environment.
Focus Area: Information and Communications
Impact: Service
Commitment: (Ongoing) Improve services for people with
disabilities on the ministry's public website and internal Intranet site.
Planned Action: Advances will be made in the adoption
of barrier free technology for the ministry's Internet and / or Intranet
sites.
Implementation Timeframe: September 2008 - March 2011
Results Achieved: OMAFRA introduced a new Intranet site
in 2008, providing improved navigation features and enhanced performance
for people with disabilities. Printed pages are also formatted for easier
reading. A comprehensive series of accessibility pages was introduced
on the Intranet site. On its public website, a newly designed Foodland
Ontario website providing improved accessibility for people with disabilities
was launched in October 2008. An accessibility page outlining ministry
services for people with disabilities was launched in the fall of 2009,
bringing the ministry into compliance with the requirements of the Customer
Service Standard. And the ministry will continue to make ongoing improvements
to the accessibility of its web content.
For More Information
- Questions or comments about the ministry's accessibility plan are
always welcome.
Please phone: 519-826-3135
General inquiry number: 519-826-3100
TTY number: 519-826-7402
1-800 number: 1-888-466-2372
E-mail: accessibility.omafra@ontario.ca
- Ministry website
Visit the Ministry
of Community and Social Services Accessibility Ontario web portal.
The site promotes accessibility and provides information and resources
on how to make Ontario a barrier-free province.
Alternate formats of this document are available free upon request
from:
ServiceOntario Publications
Phone: 1-800-668-9938
TTY: 1-800-268-7095
Queen's Printer for Ontario
ISSN # 1710-291X
Ce document est disponible en français.
