Preface This document is intended as a guide and should not be construed as constituting legal advice.

It does not replace the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) or any policies of the Accessibility Directorate of Ontario as final authority.

Table of Contents

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Preamble . 4 Aim . 6 Objective .. 6 Mission Statement . 6 Purpose of the Plan ... 6 Accessibility Coordinator ... 7 Commitment to Accessibility Planning . 7 Disability .... 7 Barrier .... 8 Evidence of Wesways Commitment to addressing potential barriers ...... 8 Barriers Wesway will Address in 2011-12 . 9 Barrier Identification Methodologies 9 Review & Monitoring Process . 10 Communication of the Plan . 10 Appendices Accessibility Policies 11

Preamble The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) received Royal Assent in June 2005. The purpose of the legislation is to develop, implement and enforce standards in order to achieve accessibility for all Ontarians. Until the new standards under the AODA come into effect, the Ontarians with Disabilities Act, 2001 (ODA) remains in place. Wesway is required to be compliant with the Act by January, 2012. As part of the AODA legislation that goes into effect January 1, 2012, all organizations with more than 20 employees must have such a plan. Given the work Wesway does in helping families of individuals with disabilities, we have sought to remain ahead of the curve and thus have released our accessibility plan well ahead of the deadline. This is Wesways first formal Accessibility Plan, although we have made accessibility a priority for many years. Given the legislative obligations as well as the type of organization Wesway is, we decided to look at our entire accessibility strategy and come up with a plan that would lay the foundation to become barrier free in the next few years. We aim to be accessible far ahead of the 2025 deadline under the AODA. This plan for 2011-2012 has been prepared by the Communications Engagement Coordinator at Wesway. To summarize, the report describes: 1. The measures that Wesway has employed in the past 2. The measures that Wesway will take during the year 2011-2012 to identify, remove and prevent barriers for people with disabilities who work in or use any of the Wesway facilities (Main Offices, Luther Court, Andras Court (until its closure in 2011), and the two new Respite Homes on Jean Street (Opening late 2011). To develop, implement and enforce the mandatory standards, the Accessibility for Ontarians with Disabilities Act (2005) calls on the

business community public sector not-for-profit sector people with disabilities or their representatives

to develop, implement and enforce mandatory accessibility standards.

These standards are the rules that businesses and organizations in Ontario will have to follow to identify, remove and prevent barriers to accessibility. The first standard to come into effect is the Accessibility Standards for Customer Service. Ontario is also developing standards or an integrated standard in the areas of:

built environment (buildings and other structures) employment information and communications transportation

Wesway will likely be subject to compliance in three of the four above standards. Because of this, it was decided that we would begin to look at these areas to ensure we do everything in our ability to become more accessible well ahead of the deadlines set by provincial regulations. Wesways Accessibility Plan will be revised annually.

Aim The aim of this report is to: 1. Briefly highlight the measures that Wesway has undertaken in the past, up to September 1, 2011 2. Identify the measures that we will take between September 1, 2011 and March 31, 2012 3. Clearly define how we will offer our service to persons with varying disabilities Objectives This report intends to: 1. Describe the process by which Wesway will identify, remove and prevent barriers to people with disabilities 2. Review previous efforts to remove and prevent barriers to people with disabilities 3. List the policies, programs, practices, and services that Wesway will review in 2011-12 to identify barriers to people with disabilities 4. Describe the measures WESWAY will take in 2011-12 to identify, remove and prevent barriers to people with disabilities; and 5. Describe how WESWAY will make this accessibility plan available to the public Our Mission Wesway provides personalized respite services. Wesway builds community partnerships and promotes inclusion through community development. Wesway envisions a model of respite support services to meet the needs of community with respect and dignity. Purpose of the Accessibility Plan The Wesway Accessibility Plan will: 1. Ensure Wesways compliance to the AODA 2. Track and report progress 3. Show the implementation of other initiatives that help make Wesway and its services more accessible to all people

Accessibility Coordinator Wesway has appointed the Communications Engagement Coordinator as the Accessibility Coordinator, who will bring accessibility issues forward as required. The Wesway Accessibility Coordinator will: 1. Review legislation, and seek out templates or other data to assist in developing a plan 2. Prepare a report on measures taken to identify, remove and prevent barriers to persons with disabilities 3. Seek support and consult with others as necessary 4. Assist when required, in developing mechanisms for addressing any recommendations that come forward through legislation or other source 5. Draft and maintain the annual Accessibility Plan, 6. Make the Accessibility Plan available to the public after it is approved Wesway commitment to accessibility planning Wesway is committed to: 1. The continual improvement of accessibility 2. The participation, where possible, of people with disabilities in developing and reviewing of our annual accessibility plans 3. Working to ensure policies and procedures are consistent with the principles of accessibility Disability: Definition The Accessibility for Ontarians with Disabilities Act adopts the broad definition for disability that is set out in the Ontario Human Rights Code. Disability is: a) 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

New lift system installed on South Staircase

impediment, deafness or hearing impediment, muteness or speech impediment or physical reliance on a guide dog or other animal or a wheelchair or other remedial appliance or device, b) A condition of mental impairment or a developmental disability c) A learning disability, or dysfunction in one of the processes involved in understanding or using symbols or spoken language d) A mental disorder, or e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997. What is a barrier? A barrier is anything that could prevent or hinder a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice. Evidence of Commitment to Addressing Potential Barriers 1. Training provided to all staff on: a. How to provide customer service to persons with varying disabilities b. How to use on site assistive devices such as lifts, as well as how to respond when a person with a disability asks to use their own assistive device c. Allowing Service Animals onto Wesway premises d. Welcoming Support Persons who accompany a person with a disability 2. Creation of a customer feedback system 3. Use of onsite and electronic notification of building closures or when other accessible services are unavailable 4. A new ground level accessible entrance and reception area at the Wesway office 5. A large secondary ramp to exit the building from the upper level 6. A powered lift has been installed to allow access between the upper level of the office and the newer reception area 7. Accessible entrances at Wesways Respite Homes, as well as lifts and elevators present at the Respite Homes, where stairs would be an obstacle

8. Accessible washroom facilities at all three Wesway locations, including wide automatic doors, large turnaround spaces and stalls, grab bars etc. 9. Providing alternative accessible services such as large format print, upon request 10. New font standard for readability by persons with vision impairments 11. Improved marking of Accessible Parking space in main parking lot Barriers Wesway Will Address By March 31, 2012 Physical: 1. Signage on office washroom doors is currently too high to be read by some persons using mobility devices such as wheelchairs 2. Signage fonts inside and Improved Accessible Parking Markers outside of the main office is potentially too small to read by those with vision disabilities. There is a need for a larger sign on Wesway office building Information: 1. Improvements to accessibility features on Wesway website 2. Use of a consistent format for notification of any service disruptions, such as office closures. Barrier identification methodologies As part of developing our Accessibility Plan, we will ask staff (and where applicable, the families we serve, and persons in any role that would be qualified to identify potential barriers) for feedback on how we are doing in terms of addressing accessibility in our workplace. Improvements will continue to be made based on the input we receive, or as new legislation or standards become available. Temporary ramp to new
entrance

Review and monitoring process The Accessibility Coordinator will continue to review suggestions and recommend both short and long term objectives. He/she will continue to monitor any barriers that may be identified at any of the Wesway locations. The Coordinator will also commit to making reports or presentations within the office, or to the public where necessary.

Accessible identifiers on washroom doors

Communication of the plan This Accessibility Plan will be available in print format at our office and at the Respite Homes. A digital version will be available on our website. If requested, the Plan can be made available in large print.

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ACCESSIBILITY POLICIES

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Communication
Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
Wesway communicates with people with disabilities in ways that take into account their specific communication needs, strengths and preferences.

PROCEDURES:
1. Employees and volunteers receive sensitivity training on how to interact and communicate with people effectively and respectfully. 2. Employees and volunteers strive to meet the particular needs of individuals by offering to communicate in a variety of ways, such as: telephone in person email hard copy large print 3. Wesway strives to ensure that written communications are clear and easy to understand, using a distinct and easily distinguishable font style. Office employees use the Verdana font when creating documents. Font sizes in general communications are kept at a minimum of 11 point. When asked by an individual for a large print format document, this font size is increased to a minimum of 14 points, and if possible 16 points. 4. Employees and volunteers are trained to communicate with individuals over the telephone in clear and plain language, to speak clearly and slowly and to use other communication services, as necessary.

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5. Employees and volunteers who provide direct respite services receive training on the specific communication needs, strengths and preferences of individuals with whom they are matched.

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Service Animals
Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
Wesway is committed to welcoming people with disabilities who are accompanied by a service animal.

PROCEDURES:
1. Employees, volunteers and others dealing with the public are trained in interacting with people with disabilities who are accompanied by a service animal.

2. Employees and volunteers do not touch or interact with a service animal

without permission from the animals owner. Employees and volunteers who provide direct respite services receive specifically tailored training if they are matched with an individual who uses the support of a service animal.

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Assistive Devices
Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
Persons with disabilities are welcome to obtain, use or benefit from Wesways services through the use of their own assistive devices, or any that exist at any Wesway location.

PROCEDURES:
1. Employees and volunteers who provide direct respite services receive training on the specific assistive devices that may be used to support the individuals with whom they are matched. 2. Employees who work at the Respite Homes receive training on the use of assistive devices owned by Wesway and located at the Respite Homes, such as lift and transfer devices etc. 3. Office employees receive training on Wesways assistive devices located at the office. 4. Individuals with disabilities are welcome to use their own assistive devices as required.

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Service Disruptions
Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
In the event that a temporary disruption occurs that would limit a person with a disability from gaining access to Wesway services, Wesway makes the disruption known to individuals and families, including information about the reason for the disruption, its anticipated duration and alternate service locations if applicable.

PROCEDURES:
1. Individuals/families using or planning to use the service at the time of the disruption are contacted by telephone, email, in person or by the most timely and effective means of communication possible. 2. A notice of the service disruption is posted at the Wesway office and the Respite Home locations, as necessary. 3. Messages are posted on the Wesway website at www.wesway.com, as necessary 4. Notices of service disruption are communicated through the Wesway voicemail system, as necessary. 5. Notices may also be communicated by out of office email responders, as necessary.

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Support Persons
Section: Accessibility Standards Sub-Section: Policy No. Approval Date: Reviewed/Revised: Signature:

POLICY STATEMENT:
People with disabilities who may or may not be accompanied by a support person are welcome on Wesways premises.

PROCEDURES:
1. Any person with a disability will always have access to his or her support person while on Wesway premises.

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Accessibility Training
Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
Wesway provides AODA customer service training for employees, volunteers and others who may deal with the families we serve and with the general public.

PROCEDURES:
1. All employees and applicable volunteers receive sensitivity training which includes components on the following accessibility-related areas: The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard Communication Assistive devices Service animals Support persons Assistive devices Feedback process 2. Employees and volunteers are required to review all relevant policies and procedures on a regular basis.

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Accessibility Feedback Process

Section: Accessibility Standards Approval Date: Reviewed/Revised: Signature:

Sub-Section: Policy No.

POLICY STATEMENT:
Wesway is committed to accessibility for individuals with disabilities and feedback is welcomed. We offer multiple means of providing feedback on our accessibility.

PROCEDURES:
1. Feedback may be provided in person at the Wesway office, by telephone, in writing or electronically. 2. All feedback is reviewed in a timely manner by an appropriate Wesway employee. 3. Feedback is tracked and analyzed to facilitate continuous improvement in the way we provide service to individuals with disabilities. 4. If the feedback constitutes a complaint about Wesways accessibility, attempts are made to resolve it immediately. If this cannot be achieved, the complaint is forwarded to the Executive Director or designate. The Executive Director or designate responds within ten business days using the same means of communication that was used to provide the feedback. All reasonable efforts are made to resolve the complaint.

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