Accessible Customer Service

Threads of Life PA-06.01: Accessible Customer Service Plan

The Association for Workplace Tragedy Family Support, known as “Threads of Life”, provides Family Support programs and services to Canadian families affected by a workplace fatality, life-altering injury or occupational disease. Threads of Life’s premises are venues rented or permitted for hosted events. It is Threads of Life’s policy to ensure compliance with this plan in the selection of its premises.

Member: as established under s.5 (Membership) of Threads of Life By-law No.1 (Amended April 2007).

Customer: any person, including a Member, donor, volunteer or business partner who uses the programs or services of Threads of Life.

Providing Goods and Services to People with Disabilities

Threads of Life is committed to excellence in serving all customers, including Members, donors, volunteers and business partners, including people with disabilities. Threads of Life will provide its Family Support programs and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.

Assistive devices

An assistive device is any device used by people with disabilities to help with daily living. Assistive devices include a range of products such as wheelchairs, walkers, white canes, oxygen tanks, electronic communication devices.

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service animals

A service animal is an animal that is being used because of a person’s disability and this is either readily apparent or is supported by a letter from a medical practitioner.

We welcome people with disabilities and their service animals.

Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A support person is one who assists or interprets for a person with a disability as they access the services of Threads of Life.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Where arrangements are made with Threads of Life a minimum of one (1) week in advance of a scheduled event, fees will not be charged for support persons.

We will notify customers of this through a notice posted on our website, threadsoflife.ca. We will also provide written confirmation to any customer who requests to book a support person for registration for an event hosted by Threads of Life.

Communication

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

Removing barriers

A barrier to accessibility is anything that prevents a person with a disability from fully participating in all aspects of the services of Threads of Life.  This includes, but is not limited to, a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier.

Accommodation is a means, through reasonable efforts, of preventing and removing barriers that impede individuals with disabilities from participating fully in the services of Threads of Life.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at a hosted event, Threads of Life will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.The notice will be placed in a conspicuous location at the sign-in or registration area.

Training for staff and select volunteers

Threads of Life will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.Individuals in the following positions will be trained:

  • All paid staff,
  • All Board of Directors,
  • All Volunteer Family Guide volunteers,
  • All Speakers Bureau volunteers, 
  • All Trade Show volunteers, and
  • One (1) community-designated individual from each Steps for Life planning committee.

All staff in all provinces must complete training. All volunteers in positions must:
1. Complete the e-Learning “Customer Service” training module (Ontario-based)* found at http://www.accessforward.ca), in order to understand how to better serve customers with disabilities.
2. Obtain a Certificate/Record of Training for completing the above training module, and send a copy to your Program Manager.
3. Review Policy PA-06 Accessible Customer Service Policy and PA-06.01 Accessible Customer Service Plan.
*The Ontario module is required for all Threads of Life staff in all provinces. Volunteers who have taken comparable accessible customer service training for their job or another volunteer role have the option to provide a certificate as proof of equivalent training completed.

Staff will also be trained when changes are made to our plan.

Feedback Process

Customers who wish to provide feedback on the way Threads of Life provides goods and services to people with disabilities can do so by mail, fax, email or verbally.All feedback will be directed to Threads of Life’s Executive Director, Shirley Hickman, at shickman@threadsoflife.ca or 1-888-567-9490.

Customers can expect to hear back within 3 business days.

Complaints will be addressed according to Threads of Life’s regular complaint management procedures.

Modifications to this or other policies Any policy of Threads of Life that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
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