PRACTICES AND PROCEDURES
ACCESSIBLE CUSTOMER SERVICE POLICY
For
OLINDA-RUTHVEN UNITED CHURCH
1907 Queen Boulevard
P. O. Box 370
Ruthven, Ontario N0P 2G0
office@ruthvenpc.com
www.ruthvenpc.com
The mission statement of Olinda-Ruthven United Church:
MISSION STATEMENT
"To Love, To Serve, To Spread God's Word."
In fulfilling our mission, Olinda-Ruthven United Church is committed to include people
with disabilities as full and active participants. We will remove barriers and
attitudes that exclude people with disabilities from full and active participation.
All people are encouraged to practice their faith and use their gifts in worship,
service, study and leadership.
PROVIDING PROGRAMS, GOODS AND SERVICES
TO PEOPLE WITH DISABILITIES
Olinda-Ruthven United Church is committed to excellence in serving all participants,
including people with disabilities. As a congregation we will use reasonable
efforts to ensure that its policies, practices and procedures are consistent and
accessible by all.
This document, approved by the Official Board of Olinda-Ruthven United Church
establishes the policies, practices and procedures governing the provision of its
goods or services to person with disabilities.
COMMUNICATION
Olinda-Ruthven United Church will communicate with people with disabilities in
ways that take into account their disability. We will provide publications in
formats that are accessible for people with disabilities. We will train staff and
volunteers on how to interact and communicate with
people with various types of disabilities.
TELEPHONE SERVICES
We will commit to providing accessible telephone services to our participants.
We will train office staff and volunteers to communicate with participants over the
telephone in clear and plain language and to speak clearly and slowly. We will offer
to communicate with participants by email if telephone communication is not
suitable to their communication needs, or is not available.
ASSISTIVE DEVICES
Olinda-Ruthven United Church is committed to serving people with disabilities who use
assistive devices to participate in and benefit from our programs, goods and
services. We will ensure that people are permitted to use their own personal
assistive devices to access the sanctuary for worship and other applicable programs,
goods and services. We will familiarize and train ushers, staff, and volunteers on
how to use the various assistive devices that may be used by participants with
disabilities while accessing our programs, goods and services. Upon a participants
request, we will make every effort to provide the requested assistive device and or
service and to cover relevant financial expenses, upon approval from the Board.
ACCESSIBILITY COMMITTEE/OFFICER
Olinda-Ruthven United Church is committed to the establishment of an Accessibility
Committee to oversee all issues relating to accessibility in consultation with
our Board. The Accessibility Committee will be comprised of people with a
sincere interest in insuring our Church is accessible for all persons.
The Accessibility Committee will establish policies on providing accessible
programs, goods and services to participants with disabilities that are in compliance
with the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
The Accessibility Committee will monitor our programs, goods and services to
ensure that practices and procedures are consistent with our governing policies.
The Accessibility Committee will coordinate accessibility training and training
materials for all relevant staff and volunteers. The Committee will ensure that
assistive devices provided by our Church are in good working order and that
request for assistive devices are met, as per approval from the Board. The
Accessibility Committee will be responsible for developing feedback procedures,
reviewing feedback on accessibility and responding to any complaints or concerns.
USE OF SERVICE ANIMALS AND SUPPORT PERSONS
Olinda-Ruthven United Church is committed to welcoming people who are accompanied by
a service animal on 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 are trained on how to interact with people who are accompanied
by a service animal. 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 allowed to enter Olinda-Ruthven United Church premises
with his or her support person. Fees will not be charged for support persons
accompanying a participant to any service or program.
NOTICE OF TEMPORARY DISRUPTION
Olinda-Ruthven United Church will provide participants with notice in the event of a
planned or unexpected disruption in the facilities or services usually used by
people with disabilities. This notice will include information about the reason
for the disruption, the anticipated duration, and a description of alternative
facilities or services, if available. This notice will be delivered through the
use of the weekly church bulletin, email, telephone answering machine message, a
telephone call from an appropriate person, and/or a notice placed upon Church
doors and our website as well as a listing if necessary in the local newspaper.
TRAINING FOR STAFF AND VOLUNTEERS
Olinda-Ruthven United Church’s Accessibility Committee will be responsible for
coordinating training for all employees, volunteers and others who deal with
participants or other third parties on our behalf, and all those who are
involved in the development and approvals of accessibility policies, practices and procedures.
FEEDBACK PROCESS
The ultimate goal of Olinda-Ruthven United Church is to meet and surpass
expectations while serving participants with disabilities. Comments on our
programs, goods and services regarding how well those expectations are being met
are welcome and appreciated. Feedback regarding the way Olinda-Ruthven United
Church provides programs, goods and services to people with disabilities can be
made verbally to our ushers, staff and volunteers, email, telephone and by using
a feedback form found in the Narthex of our Church and entrance to our Hall.
All feedback will be directed to our Accessibility Committee. Participants can
expect to hear back within of 2 weeks/14 days/when possible. All those
providing feedback will have their confidentiality respected.
By Email – office@ruthvenpc.com
By Telephone – 519.326.3138
By Canada Post –
Olinda-Ruthven United Church
1907 Queen Blvd. Box 370
Ruthven, Ontario. N0P 2G0
Attention Chair – Accessibility Committee – Phyllis Hicks
Complaints will be addressed according to the procedures outlined by the
Accessibility Committee. Complaint procedures will be documented by the
Accessibility Committee and made available to the congregation.
MODIFICATIONS TO THIS OR OTHER POLICIES
Olinda-Ruthven United Church is committed to developing accessibility policies that
respect and promote the dignity and independence of people with disabilities.
No changes, therefore, will be made to this policy before considering the impact
on people with disabilities and their families. Any policy of Olinda-Ruthven
United Church that does not respect and promote the dignity and independence of
people with disabilities will be modified or removed upon approval of the Board.
QUESTIONS ABOUT THIS POLICY
This policy seeks to achieve service excellence to participants with disabilities.
If anyone has a question about the policy, or its purpose, an explanation or
reply will be provided by the Chair of the Accessibility Committee.