STATEMENT OF COMMITMENT
ExperiencePoint is committed to providing an inclusive and accessible experience and environment for all of our employees, candidates & clients including people with disabilities. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will use a reasonable continuous improvement approach to ensure that our policies, practices and procedures governing the provision of our products and service to people with disabilities are consistent with the following principles:
- Products and Services are provided in a way that respects the dignity and independence of persons with disabilities;
- People with disabilities are able to benefit from the same products and services, in the same place and in a similar way as other employees, candidates and clients; and
- People with disabilities have opportunities equal to others to obtain, use and benefit from ExperiencePoint’s products and services.
For the purposes of this policy: “Disability” means:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co‐ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other mobility or accessibility appliance or device;
- A condition of mental impairment or a developmental disability;
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- A mental disorder; or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
“Service animal” means an animal accompanying a person with disabilities where it is readily apparent that the animal is used by the person for reasons relating to their disability or where the person provides a letter from a physician or nurse confirming that they require the animal for reasons relating to the disability. This definition includes guide dogs used by the blind or visually impaired.
“Support person” means, in relation a person with disabilities, another person who accompanies them in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
APPLICATION OF POLICY
This policy applies to ExperiencePoint products and services that are provided to the public. This policy applies to all employees and visitors at ExperiencePoint, who are accountable for providing products and services to people with disabilities.
PROVIDING PRODUCTS AND SERVICES TO PEOPLE WITH DISABILITIES
ExperiencePoint is committed to serving our clients and employees with authenticity and excellence, including people with disabilities, and will carry out our roles and responsibilities by:
- Communicating with people with disabilities in ways that take into account their disability.
- Serving people with disabilities who use assistive devices. Ensuring that people with disabilities who are accompanied by their guide dog or other service animals are permitted to enter the premises of ExperiencePoint with the animal and to keep the animal with them, unless the animal is excluded by law from the premises.
- Ensuring that people with disabilities who are accompanied by a support person are permitted to enter ExperiencePoint’s premises with their support person. At no time will people with disabilities who are accompanied by their support person be prevented from having access to their support person while on ExperiencePoint premises.
People with disabilities may enter ExperiencePoint’s premises with a support person and have access to the support person while on the premises. In certain circumstances, ExperiencePoint may require people with disabilities to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health and safety of the person with disabilities or the health or safety of others on the premises.
A person with disabilities may be accompanied by a guide dog or other service animal when on ExperiencePoint’s premises. In the event that service animals are excluded by law from the premises or a part thereof (e.g. an area where food is being prepared), ExperiencePoint will provide other resources or support to enable the person with disabilities to access the products and services offered by ExperiencePoint.
NOTICE OF TEMPORARY DISRUPTION
ExperiencePoint will notify the public in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about its anticipated duration, and a description of alternative facilities or services, if available. Notice will be posted on the doors of the device (i.e. elevator door), or communicated by such method as is reasonable in the circumstances.
TRAINING FOR EMPLOYEES
ExperiencePoint will train its employees and other individuals who provide services to the public on ExperiencePoint’s behalf on the provision of its services to persons with disabilities. This policy will also be shared as soon as practicable with new hires as part of our onboarding process. ExperiencePoint’s training includes the following topics:
- The purposes 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 guide dog, service animal or a support person;
- How to use or access the equipment or devices available on ExperiencePoint’s premises or otherwise that may help with the provision of products and services to people with disabilities;
- What to do if a person with a particular type of disability is having difficulty in accessing ExperiencePoint’s products and services; and
- This policy.
ExperiencePoint will provide training on an ongoing basis when changes are made to ExperiencePoint’s products, policies, practices and procedures governing the provision of services to people with disabilities.
ExperiencePoint welcomes any feedback regarding the methods we use to provide products and services to people with disabilities. Individuals may provide their feedback in person, by telephone, in writing, or by e-mail to:
20 Duncan St. Suite 200, Toronto, ON M5H 3G7
416-369-9888 | [email protected]
The Accessibility Team will review and assess all feedback received with respect to ExperiencePoint’s accessibility practices and policies. If the feedback is in the nature of a complaint, the comment(s) or allegation(s) will be investigated, unless they are made in bad faith, or are frivolous or vexatious. When investigating complaints, those employees who directly interacted with the complainant or those who would typically interact with the complainant, if any, will be asked to comment on the allegation(s) made in the complaint. After reviewing and investigating a complaint, the Accessibility Team will provide a written response to the individual who provided the feedback. Responses shall be provided within a reasonable amount of time and will depend on the complexity of the issues raised.
We are committed to ensuring that our feedback process is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.
CHANGES TO THIS POLICY
Changes will not be made to this policy unless the impact of the changes on people with disabilities has been considered. Any ExperiencePoint policy that does not respect and promote the dignity and independence of people with disabilities will be reviewed and subsequently modified or removed.
If anyone has a question about this policy, or if its purpose is not understood, please contact the Accessibility Team. ExperiencePoint welcomes suggestions from clients and employees for improving this policy and the manner in which we provide our products and services to people with disabilities.
REQUESTS FOR AODA COMPLIANCE DOCUMENTS
Upon request, ExperiencePoint will provide a copy of this policy to any person. If applicable, when a request for this policy is received, ExperiencePoint will provide the document or information in a format that takes into account the requestor’s accessibility needs.
Accessible formats of this document are available free of charge upon request.
MULTI-YEAR ACCESSIBILITY PLAN
ExperiencePoint is committed to providing an inclusive and accessible experience for all of our employees, candidates & clients, including people with disabilities. We will use a reasonable continuous improvement approach as outlined below, to ensure that our policies, practices and procedures governing the provision of our products and service are inclusive and accessible to people with disabilities.
ACCESSIBLE EMERGENCY INFORMATION
ExperiencePoint is committed to providing employees and clients at our office with emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
ExperiencePoint will provide training to employees 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.
ExperiencePoint will take the following steps to ensure employees are provided with the necessary training:
- Post our Accessibility Policy and training guide on our internal website
- Ensure all current employees and new employees have received the Accessibility Policy and training guide
INFORMATION AND COMMUNICATIONS
ExperiencePoint 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.
ExperiencePoint has taken the following steps to ensure our website conforms with WCAG 2.0, Level AA by January 1, 2021:
- Review new website content and ensure it is up to date with WCAG 2.0., Level AA
- Make any amendments as necessary
ExperiencePoint has taken the following steps to make sure existing feedback processes are accessible to people with disabilities upon request:
- List feedback process in Accessibility Policy
- Encourage people with feedback to contact the Accessibility Team at [email protected] or 416-369-9888
- We are committed to ensuring that our feedback process is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.
ExperiencePoint has taken the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:
- Upon request, provide publicly available information in different ways (ex: Large print, read aloud etc.)
ExperiencePoint is committed to equitable, inclusive and accessible employment practices.
We will take the following steps to notify candidates and employees that, when requested, ExperiencePoint will accommodate people with disabilities during our recruitment process and when people are onboarded:
- Update all public job postings with ExperiencePoint’s commitment to accessibility and process for requesting accommodation.
- Work with the People Operations team to ensure that, upon request, we will make accommodations for candidates with disabilities during the recruitment process and when people are onboarded
ExperiencePoint develops and implements individual accommodation plans and return-to-work plans for employees that have been absent due to a disability.
ExperiencePoint will take the following steps to prevent and remove other accessibility barriers identified:
- Provide an open forum for reporting any accessibility barriers and needed accommodation.
- Form an Accessibility Team: In 2021 ExperiencePoint will form an Accessibility team with representatives from our People Operations, Customer Support and Product Teams to ensure Accessibility improvements and requests are actioned in a timely manner in accordance with Ontario law.
For more information on this accessibility plan, please contact the Accessibility Team at:
- Phone: 416-369-9888
- Email: [email protected]
- 2016 All employees retrained on AODA laws and practices
- 2019-2020 ExperiencePoint’s website redesigned and relaunched in compliance with WCAG 2.0., Level AA
- 2021 Accessibility Updates to ExperienceChange simulation released
Accessible formats of this document are available free of charge upon request.
The following is ExperiencePoint’s accessibility policy for visually impaired participants in our simulations.
ExperienceChange is playable for someone who is visually impaired if they are playing on a team in a workshop setting. ExperiencePoint Inc. will provide participants with key materials (Players Guide, Change Theory and Interview Transcripts) suitable for screen readers.
The technology upon which the ExperienceChange simulation is based and the way in which it is currently architected makes accessibility difficult to achieve and it can be difficult for individuals to play in a self-directed format. Therefore, at this current time, we cannot support single-user self-directed use of the simulation.
ExperienceInnovation is playable for someone who is visually impaired if they are playing on a team in a workshop setting. Please note that the ‘observation phase’ may require individualized accommodation as it currently makes use of extensive photographs.
To view our full Accessibility Standards for Customer Service please contact [email protected]