ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE
Accessibility for Manitobans Act (AMA)
Comprehensive Policy
St. Paul's (Middlechurch) Anglican Church
Intent
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Manitoba Regulation 171/2015 under the Accessibility for Manitobans Act, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All services provided by The Parish of St. Paul's (Middlechurch) Anglican Church (“the Church”) shall follow the principles of dignity, independence, integration and equal opportunity.
Scope
This policy applies to the provision of services at St. Paul's (Middlechurch) Anglican Church, 299 Balderstone Rd. West St. Paul, MB.
This policy applies to the Church employees and officers of the Church who deal with the public or other third parties that act on behalf of the Church, including when the provision of services occurs off premises such as in the delivery of services.
The section of this policy that addresses the use of service animals applies at 299 Balderstone Rd., West St. Paul, MB.
Definitions
Accessibility – Related to this legislation, accessibility means giving people of all abilities opportunities to participate fully in everyday life. Accessibility refers to the ability to access and benefit from a system, service, product or environment.
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.
Customer – for the purposes of this policy will mean any individual accessing the Church for information or services.
Disability – A disability is a condition that limits a person’s daily activities. Persons with disabilities may have long-term physical, mental, intellectual or sensory impairments, which, in interaction with various barriers, may hinder their participation on an equal basis with others. A disability, aging, an injury and other life events may temporarily or permanently affect mobility, dexterity (use of hands), vision, hearing, communication, understanding or mental health.
Service Animal - A service animal is defined in The Human Rights Code to be “an animal that has been trained to provide assistance to a person with a disability that relates to that person's disability.” While an animal may not have received formal training, if the person relying on the animal can demonstrate that it is an integral part of their disability related treatment program, the animal may be considered a “service animal.”
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 services.
General Principles
In accordance with the Accessibility Standards for Customer Service, Manitoba Regulation # 171/2015, this policy addresses the following:
- The Provision of Goods and Services to Persons with Disabilities
- Communication
- The Use of Assistive Devices
- The Use of Support Persons
- The Use of Service Animals
- Maintain Barrier-Free Access
- Notice of Temporary Service Disruptions
- Customer Feedback
- Training
The Provision of Goods and Services to Persons with Disabilities
- The Church is committed to the Accessibility for Manitobans Act and its accessibility standards.
- The Church is committed to excellence in serving all people including those with disabilities.
- Our policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity for all people with disabilities. Any policies of the Church that do not respect and promote these principles will be modified or removed.
Communication
The Church will communicate with people disabled by barriers in ways that take into account the nature of the barrier. This may include the following:
- Easy to read fonts and plain language
- paper and pen available at entrance
- Staff and officers of the Church will be trained to recognize barriers to communication and work with the congregant/visitor to determine what method of communication works best for them.
Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing services provided by the Church.
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 services. For example, where elevators are not available 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 congregant/visitor.
Support Persons
If a customer with a disability is accompanied by a support person, the Church 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, the Church will make every reasonable attempt to resolve the issue.
Consent will be obtained from the congregant/visitor, prior to any conversation where confidential information might be discussed.
Although in many (most) cases there would be no charge for a support person, if payment is required by a support person for admission to any event hosted by the Church, the Church will ensure that notice is given in advance by posting notice of admission fees for support persons where the Church event fees are posted.
Service Animals
A customer with a disability who is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to service animals.
If a service animal is excluded by law, the Church will offer alternative methods to enable the person with a disability to access services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Care and Control of the Animal:
The congregant/visitor that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.
Balancing Rights:
If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, the Church will make all reasonable efforts to meet the needs of all individuals. Reasonable assessment of the situation will be required and a decision would be applied in favour of the party who would experience the greater discrimination.
Maintain Barrier-Free Access
The Church will maintain barrier-free access by:
- Keeping hallways and waiting/meeting rooms clear of clutter such as boxes
- Keep entrance ways cleared of snow and ice
- Ensure that the placement of standing signage is not a tripping hazard
- Have space for mobility devices in the waiting area
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of the Church. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use the Church 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.
Notifications will include:
- services that are disrupted or unavailable reason for the disruption
- anticipated duration
- a description of alternative services or options
When disruptions occur, the Church will provide notice by:
- Calling congregants through the emergency phone list.
- Posting on the website
Feedback Process
The Church shall provide customers with the opportunity to provide feedback on the service provided to people with disabilities. Information about the feedback process will be readily available to all people and notice of the process will be made available on the Church website. Feedback forms will be available at the entranceway.
Submitting Feedback:
People can also submit feedback by phone to the Church office at (204) 339-3978 or by email at st.paul.middlechurch@gmail.com.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted in a timely fashion.
Training
Training will be provided to:
- all employees and Officers of the Church who deal with the public or other third parties at the Church.
Training will include:
- A review of the background and purpose of the Accessibility for Manitobans Act
- A review of the requirements of the Accessibility Standards for Customer Service, Manitoba Regulation 171/2015
- 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 or
require the assistance of a service animal or a support person.
- Instructions on what to do if a person with a disability is having difficulty accessing our goods, services, or facilities.
- Staff will be informed and/or trained when changes are made to our accessible customer service policies.
- Training Schedule:
- The Church provided training to staff . Training will be provided to new employees and Officers of the Church who deal with the public or act on our behalf during orientation. Additional training will be provided in the event of changes to legislation, procedures and/or practices.
- Record of Training:
- The Church is keeping a record of training including the dates training was provided and the number of employees who attended the training.
- Administration
- If you have any questions or concerns about this policy or its related procedures please contact the Church at 204-339-3978 or by email st.paul.middlechurch@gmail.com.
- This policy and its related procedures will be reviewed as required in the event of legislative changes.
Customer Service Feedback Form
Thank you for visiting St. Paul's (Middlechurch) Anglican Church. We value your opinion and will strive to meet everyone’s needs.
Please tell us the date of your visit:
- Were you satisfied with the customer service we provided you?
Yes
No
Somewhat
Comments
- Was our customer service provided to you in an accessible manner?
Yes
No
Somewhat
Comments
- Did you experience any problems accessing our services?
Yes
No
Somewhat
Comments
Contact Information
Name: Phone Number:
Email: