Ontario Accessibility standards | Quartet
500-214 King St W, Toronto ON, M5H 3S6
+1 416-483-8332

Accessibility Standards

The Accessibility for Ontarians with Disabilities Act

Quartet Service Inc. strives at all times to provide its goods and 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 goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.  Quartet is committed to excellence in serving all customers including people with disabilities.

Quartet Service Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

QUARTET SERVICE INC. MULTI YEAR ACCESSIBILITY PLAN AND POLICY (2014-2021)
This 2014-21 accessibility plan outlines the policies and actions that Quartet Service Inc. (Quartet) will put in place to improve opportunities for people with disabilities.

Introduction

The Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA) in 2005. It is the goal of the government of Ontario to make Ontario accessible by 2025.  Quartet is committed to complying with the Accessibility for Ontarians with Disabilities Act, 2005 and all of the standards under it in order to meet the accessibility needs of persons with disabilities in a timely manner.

The regulations associated with the Integrated Accessibility Standards (hereafter referred to as the “IASR”) under the AODA require that effective January 1, 2014, Quartet establish, implement, maintain and document a multi-year accessibility plan which outlines the organization’s strategy to prevent and remove barriers for persons with disabilities and to meet its requirements under the IASR.

Under the AODA, the following accessibility standards set certain requirements that are applicable to Quartet:

  • Customer Service;
  • Information and Communications; and
  • Employment

This multi-year plan outlines Quartet’s strategy to prevent and remove barriers, to address the current and future requirements of the AODA, and to fulfill our commitment as outlined in Quartet’s Accessibility Policies. In accordance with the requirements set out in the Integrated Accessibility Standards Regulations (IASR), Quartet will:

  • Post this plan on its website (www.quartetservice.com);
  • Provide this plan in an accessible format, upon request; and
  • Review and update this plan at least once every five years


ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE:

Statement of Commitment
Quartet Service Inc. (Quartet) strives at all times to provide its goods and 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 goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
Quartet is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas: 

Assistive devices
We are committed to serving people who need assistive devices to obtain, use or benefit from our goods and services.

Communication
We will communicate with people with disabilities in ways that take into account their disability.

Service animals
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.

Support persons
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 Quartet’s 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.

Training
Quartet will provide training to employees, volunteers and others who deal with the public or other organizations on behalf of the Company and all those who are involved in the development and approval of customer service policies, practices and procedures.This training will be provided to employees within the first three months of employment.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 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 Quartet’s goods and services

STATUS:  COMPLETED

Feedback process
The ultimate goal of Quartet 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.

Customers who wish to provide feedback on the way Quartet provides goods and services to people with disabilities can access our feedback mechanism through our website or via phone. All feedback will be directed to the Communications Manager.  Customers can expect to hear back in 1-2 business days.  Complaints will be addressed according to our organization’s regular complaint management procedures.

STATUS:  COMPLETED

INTEGRATED ACCESSIBILITY STANDARDS REGULATION:

Statement of Commitment
Quartet is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessible Emergency Information
Quartet is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request.

We will also provide employees with disabilities with individualized emergency response information when necessary.  If an employee who receives individualized workplace emergency response information requires assistance, with the employee’s consent, Quartet will provide the workplace emergency response information to the person designated by the organization to provide assistance to the employee.

Quartet will review the individualized workplace emergency response information when:

  • the employee moves to a different location in the organization;
  • the employee’s overall accommodations needs or plans are reviewed; and/or
  • Quartet reviews its general emergency response policies. 

STATUS: COMPLETE

Training
Quartet will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Quartet will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:

  • All employees will be required to complete Quartet’s online AODA training course within one month of employment with the company or within one month of notification of new training requirements.  Training includes the AODA – Employment Standards, Customer Service and the Ontario Human Rights Code in relation to disability.
  • Proof of completion of training reports will be maintained and retained.
  • Quartet will ensure that training is provided on any changes to the prescribed policies on an ongoing basis.

STATUS: IN PROGRESS

Information and communications
Quartet is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

Quartet will take the following steps to make all new websites and content on those sites conform with WCAG 2.0, Level A by January 1, 2014:

  • Quartet will run any website changes through www.AChecker.ca, an IDI web accessibility checker and make any necessary revisions to ensure compliance.

STATUS: COMPLETE & ONGOING

Quartet will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:

  • Ensure that feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request. The organization will notify the public about the availability of accessible formats and communication supports.
  • Except as otherwise provided for under the IASR, provide or arrange for the provision of accessible formats and communication supports upon request for persons with disabilities in a timely manner that takes into account the person’s accessibility needs.
  • Consult with the person making the request in determining the suitability of an accessible format or communication support.
  • Notify the public about the availability of accessible formats and communication supports.

STATUS: COMPLETE

Quartet will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:

  • All publicly available information can currently be made accessible upon request (on a case by case basis) through our website.

STATUS: IN PROGRESS

Quartet will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021:

  • Quartet will run the website www.quartetservice.com through www.AChecker.ca or similar web accessibility checker when any updates and changes are made to ensure compliance.  Quartet will make any necessary revisions by January 1, 2021.

STATUS: FUTURE DATED

Employment

Quartet is committed to fair and accessible employment practices.

Component 1: Recruitment Process (General)

  • Quartet will notify employees and the public about the availability of accommodation for job applicants with disabilities in the recruitment process.
  • Any employment advertisements will state that accommodations will be made for people with disabilities during the recruitment process.

o   The following language will be used:

“Please let us know if we can provide disability-related accommodations to support your participation in all aspects of our Recruitment Process.”

STATUS: IN PROGRESS

Component 2: Recruitment Process (Assessment or Selection)

  • Quartet will notify job applicants when individually selected to participate in our Assessment or Selection process that accommodations are available upon request in relation to the materials or processes to be used by our organization in the recruitment process.

Notification will occur during a telephone ‘pre-screening’ interview.  The following language will be used:

“Our organization will, on request, provide accommodations for disabilities to support your participation in our Assessment/Selection process.”

  • If an applicant requests an accommodation, our organization will consult with and provide the applicant with suitable accommodation based on the applicant’s accessibility needs.

STATUS: IN PROGRESS

Component 3:  Notice to Successful Applicants

  • When making offers of employment, Quartet will notify the successful applicant of our policies for accommodating employees with disabilities in the workplace.
  • This will be done through during a face-to-face meeting, via email, and/or in the Employee Handbook that is given to successful candidates with their contract of employment.

The following language will be used:

Our organization is here to support our employees with disability-related needs at any time during employment. Please do not hesitate to contact us about any necessary accommodations.”

STATUS: IN PROGRESS

Component 4: Informing Employees of Supports

  • Quartet will inform employees of the policies used to support employees with disabilities.
  • Where a change to existing policies regarding accessibility accommodations occurs, we will provide updated information to employees with disabilities.

STATUS: IN PROGRESS

Component 5: Accessible Formats and Communication Supports

In accordance with the IASR, Quartet will:

  • Inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
  • Provide the information required to new employees as soon as practicable after they begin their employment.
  • Provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
  • Where an employee with a disability requests it, consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:
  • Information that is needed in order to perform the employee’s job; and
  • Information that is generally available to employees in the workplace.
  • Quartet will consult with the employee making the request in determining the suitability of an accessible format or communication support.

STATUS: IN PROGRESS

Component 6: Workplace Emergency Response Information

  • Workplace Emergency Response Information generally is made up of: the organization’s emergency procedures, plans, and information (i.e. violence and harassment policies, pandemic plan, fire emergency procedures, first aid plan).
  • Quartet will create and provide individualized Workplace Emergency Response Information to employees who have a disability.
  • With the employee’s consent, we will provide the Workplace Emergency Response Information to the person designated to provide assistance to a disabled employee during a workplace emergency.

STATUS: COMPLETED

Component 7: Documented Individual Accommodation Plans

  • Individual accommodation plans are a formal way of recording and reviewing the workplace related accommodation that we will provide to an employee with a disability.
  • Quartet has developed and has in place a written process for the creation of documented individual accommodation plans for employees with disabilities.

STATUS: IN PROGRESS

Component 8: Return to Work Process

  • Quartet has developed and has in place a documented Return to Work process for employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work.

STATUS: COMPLETED

Component 9: Performance Management

  • The accessibility needs of employees with disabilities will be taken into consideration by our organization when implementing Performance Management programs
  • Quartet will take into account the accessibility needs of employees with disabilities in our Performance Management by doing the some or all of the following:

o   Review an employee’s Accommodation Plan to understand the employee’s accommodation needs and determine whether it needs adjusting to improve his or her performance on the job;

o   Have documents related to Performance Management, such as performance plans, available in accessible formats

o   Provide informal and formal coaching and feedback in a manner that takes into account an employee’s disability

STATUS: IN PROGRESS

Component 10: Career Development and Advancement

  • The accessibility needs of our employees with disabilities will be taken into account if/when Career Development and Advancement processes are implemented.
  • Quartet will consider the accessibility needs of employees with disabilities and if required will adjust their supports to fit their new roles.

STATUS: IN PROGRESS

Component 11: Redeployment

  • “Redeployment” means the reassignment of employees to other departments or jobs within our organization.
  • When redeploying employees, Quartet will take into account the accessibility needs of our employees with disabilities, as well as individual accommodation plans, if applicable.

STATUS: IN PROGRESS

Quartet will take the following steps to prevent and remove other accessibility barriers identified:

  • Any accessibility barriers will be brought to the attention of Human Resources and action will be taken to make any modifications necessary.

More Information
For more information on this accessibility plan, please contact Kathryn Cronin-Santos at:

Phone: 416-440-3934
Email: kcroninsantos@quartetservice.com

Accessible formats of this document are available free upon request from kcroninsantos@quartetservice.com.

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