Trinity United ChurchAccessibility Standards for Customer ServicePolicy StatementMarch 2012This policy contains statements that meet the requirements of theCustomer Service Standard and other items that are good practices.This policy will be revised as other standards are introduced under theAccessibility for Ontarians with Disabilities Act, 2005.

1.Our MissionWe believe God is calling Trinity United Church to: reach out and serve the wider communityand the world; to nurture spirituality in people of all ages; and to be a safe, open, welcomingand inclusive community of faith.2.Our CommitmentIn fulfilling our mission, Trinity United Church strives at all times to provide its programs, goodsand services in a way that respects the dignity and independence of people with disabilities. Weare also committed to giving people with disabilities the same opportunity to access ourprograms, goods and services and allowing them to benefit from the same services, in the sameplace, and in a similar way as other participants.3.Providing Programs, Goods and Services to People with DisabilitiesTrinity United Church is committed to excellence in serving all participants, including peoplewith disabilities and we will carry out our functions and responsibilities in the following areas:WorshipSunday School and NurserySocial EventsClubs and Groups meeting in our spaceMealsFunerals and Weddings3.1Communication We will communicate with people with disabilities in ways that take into accounttheir disability. We will provide publications in formats that are accessible for people withdisabilities such as large print bulletins or other items by request. We will train staff and volunteers on how to interact and communicate with peoplewith various types of disabilities.3.2Telephone Services We are committed to providing accessible telephone services to our participants. We will train office staff/volunteers to communicate with participants over thetelephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with participants by; email, TTY (Teletype), relayservices or other means which would accommodate the individual, if telephonecommunication is not suitable to their communication needs, or is not available.2

3.3Assistive Devices We are committed to serving people who use assistive devices to participate in andbenefit from our programs, goods and services. We will ensure that people are permitted to use their own personal assistive devicesto access the sanctuary for worship and other applicable programs, goods andservices. We will familiarize staff/volunteers with the various assistive devices that may beused by participants with disabilities while accessing our programs, goods andservices. Trinity United Church will provide assistive devices it deems necessary for accessingworship and other applicable programs, goods and services. The availability of thesedevices will be indicated by the appropriate signage/symbols (where possible) onour church website, literature and event advertising.o Ushers and other staff/volunteers will be trained on how to use theassistive devices available on our premises, including: Large print Bulletins FM system for enhanced listening Access to our Lift to ensure ease of access to our various floors Upon a participant’s request, we will make every effort to provide the requestedassistive device and/or service and to cover relevant financial expenses, uponapproval from the Board/Council.3.4Accessibility Committee/Liaison We are committed to designating an Accessibility Liaison and establishing anAccessibility Committee to oversee all issues relating to accessibility in consultationwith the Board/Council. The Accessibility Committee will report to the Ministry andPersonal Committee. Upon establishing an Accessibility Committee, committee membership will becomprised of champions of accessibility for people with disabilities, includingcongregants with disabilities or family members, congregants professionally orpersonally interested in accessibility, members of the Board/Council, and membersof the staff (including maintenance staff). The Accessibility Liaison/Committee will have several roles:o The liaison/committee will establish policies on providing accessibleprograms, goods and services to participants with disabilities that are incompliance with the Accessibility Standards for Customer Service,Ontario Regulation 429/07.o The liaison/committee will monitor our programs, goods and services toensure that practices and procedures are consistent with our governingpolicies.o The liaison/committee will coordinate accessibility training and trainingmaterials for all relevant staff and volunteers.o The liaison/committee will ensure that assistive devices provided by ourchurch are in good working order and that requests for assistive devicesare met, as per approval from the Board/Council.o The liaison/committee will be responsible for developing feedbackprocedures, reviewing feedback on accessibility and responding to anycomplaints or concerns.3

4.Use of Service Animals and Support Persons We are committed to welcoming people who are accompanied by a service animalon parts of our premises that are open to the public and other third parties. We will ensure that all staff, volunteers and others dealing with participants aretrained on how to interact with people who are accompanied by a service animal. We will communicate directly with the participant when possible rather than theirsupport person. We are committed to welcoming people who are accompanied by a support person.Any person with a disability who is accompanied by a support person will be allowedto enter Trinity United Church premises with his or her support person. Fees will not be charged for support persons accompanying a participant to an eventof activity. Participants will be informed of any fees, which are unavoidable by anotice that will be posted in Trinity United Church premises and made availablethrough our Church Bulletin and Sunday announcements.5.Notice of Temporary DisruptionTrinity United Church will provide participants with notice in the event of a planned orunexpected disruption in the facilities or services usually used by people withdisabilities. This notice will include information about the reason for the disruption, theanticipated duration, and a description of alternative facilities or services, if available.The notice will be delivered to participants by means of our Sunday Bulletin, our Sundayannouncements and if possible phones call or email.6.Training for Staff and VolunteersTrinity United Church’s Accessibility Liaison/Committee will be responsible forcoordinating training for all employees, volunteers and others who deal withparticipants or other third parties on our behalf, and all those who are involved in thedevelopment and approvals of accessibility policies, practices and procedures.Individuals holding the following positions will be trained:MinisterLay MinisterMinister of MusicOffice AdministratorNight ReceptionCustodianSunday Custodians-----reminder placed with Sunday DutiesUshers and GreetersUser Groups – Day and Night4

7.Feedback ProcessThe ultimate goal of Trinity United Church is to meet and surpass expectations whileserving participants with disabilities.Comments on our programs, goods and services regarding how well those expectationsare being met are welcome and appreciated. Feedback regarding the way Trinity United Church provides programs, goods andservices to people with disabilities can be made by pointing out the location of ourSuggestion Box and feedback cards, email, phone call, verbally. All feedback will be directed to the Accessibility Liaison/Committee. Participants can expect to hear back in 5 working days. Confidentiality will be respectedComplaints will be addressed according to the procedures outlined by the AccessibilityLiaison/Committee. Complaint procedures will be documented by the AccessibilityLiaison/Committee and made available to the congregation. (Sample feedback formscan be found on pages 6,7 and 8)8.Modifications to this or Other PoliciesWe are committed to developing accessibility policies that respect and promote thedignity and independence of people with disabilities. No changes, therefore, will be made to this policy before considering the impact onpeople with disabilities or their families. Any policy of Trinity United Church that does not respect and promote the dignityand independence of people with disabilities will be modified or removed. The Accessibility Committee will undertake an annual review of existing policies toincorporate any legislated changes that have been made.9.Questions about This PolicyThis policy seeks to achieve service excellence to participants with disabilities. If anyonehas a question about the policy or its purpose, an explanation or reply will be providedby the Accessibility Liason/Committee Chair.5

111 McIntyre St. E. North Bay, Ontario P1B 1C5Phone (705)474-3310 Fax (705)474-3311Email: [email protected] Webpage: www.trinitynorthbay.caDear Valued Participant,We strive to improve accessibility for our participants with disabilities. We would like to hearyour comments, questions and suggestions about the provision of our programs, goods andservices to people with disabilities. Participant feedback forms are available from Wanda in theOffice or the table outside Wanda’s Office, or on our website: www.trinitynorthbay.caPlease call 705-474-3310 or e-mail [email protected] to share your comments, orrequest a copy of our accessibility policy. You can also leave your feedback form in the boxlocated in the Narthex.Thank you:Accessibility Liaison/Committee Member6

111 McIntyre St. E. North Bay, Ontario P1B 1C5Phone (705)474-3310 Fax (705)474-3311Email: [email protected] Webpage: www.trinitynorthbay.caParticipant Feedback FormThank you for attending Trinity United Church. We value all people and strive to meeteveryone’s needs.Please tell us the date and time you attend Trinity United Church:Did we respond to your needs today (Circle one)?YesNoWere our programs/service provided to you in an accessible manner (Circle one)?YesSomewhat (please explain below)No (please explain below)Was our church accessible for you (Circle one)?Yes (please explain below) Somewhat (please explain below)NoPlease add any other comments you may have:Contact information (option)*:(*Please note: There may be privacy implications for organizations collecting personal information. Placesof worship should seek their own legal advice regarding the privacy implications of collecting personalinformation in this manner)Thank youAccessibility Committee7

111 McIntyre St. E. North Bay, Ontario P1B 1C5Phone (705)474-3310 Fax (705)474-3311Email: [email protected] Webpage: www.trinitynorthbay.caRecord of Participant FeedbackDate feedback received:Name of participant (optional):Contact information (if appropriate)*:(*Please note: There may be privacy implications for organizations collecting personal information. Placesof worship should seek their own legal advice regarding the privacy implications of collecting personalinformation in this manner)Details:Follow-up:Action to be taken:Accessibility Liaison/Committee Member:Date:8

Note: This policy document is patterned after a template provided by the London Conference,The United Church of Canada, 111 – 747 Hyde Park Road, London, Ontario N6H 3S3 -PURPOSE: This policy is designed to outline practices and procedures in place atTrinity United Church to help identify and remove barriers that impede a person's abilityto access services. It was adopted by the Trinity United Church Council on (date)This policy contains statements that meet the requirements of the Customer ServiceStandard of the AODA (Accessibility for Ontarians with Disabilities Act, 2005), and otheritems that are good practices. This policy will be revised as other standards areintroduced under the AODA.AODA web ms/accessibility/index.aspxThroughout this document:Disability (as defined in the AODA) means:a) any degree of physical disability, infirmity, malformation or disfigurement that iscaused by bodily injury, birth defect or illness and, without limiting the generality of theforegoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis,amputation, lack of physical co-ordination, blindness or visual impediment, deafness orhearing impediment, muteness or speech impediment, or physical reliance on a guidedog or other animal or on a wheelchair or other remedial appliance or device,(b) a condition of mental impairment or a developmental disability,(c) a learning disability, or a dysfunction in one or more of the processes involved inunderstanding or using symbols or spoken language,(d) a mental disorder, or(e) an injury or disability for which benefits were claimed or received under theinsurance plan established under the Workplace Safety and Insurance Act, 1997;Support person means, in relation to a person with a disability, another person whoaccompanies him or her in order to help with communication, mobility, personal care ormedical needs or with access to goods or services. The support person can be a paidpersonal support worker, volunteer, a friend or a family member. He or she does notnecessarily need to have special training or qualifications.Service animals An animal is a service animal if it is readily apparent that the animal isused by the person for reasons relating to his or her disability, or if the person has aletter from a physician or nurse verifying that the animal is required for reasons relatingto his or her disability. Service animals are used by people with many different kinds ofdisabilities. Examples of service animals include dogs used by people who are blind,hearing alert animals for people who are deaf, deafened or hard of hearing, and animalstrained to alert an individual to an oncoming seizure and lead them to safetyAssistive devices are tools, technologies or other mechanisms that enable a personwith a disability to do everyday tasks and activities such as moving, communicating orlifting. They help the person to maintain their independence at home, at work and in thecommunity. There are a variety of assistive devices that some people may use,depending on their disability. Personal assistive devices, refer to those that are ownedand brought along by the individual (such as a walker or a personal oxygen tank), whileothers may be provided by the Church.9


Phone (705)474-3310 Fax (705)474-3311 Email: [email protected] Webpage: Dear Valued Participant, We strive to improve accessibility for our participants with disabilities. We would like to hear your comments, questions and s