AODA & COMPLIANCE REPORTS
Compliance Reports – Updated 2021
Compliance Reports
2020 Accessibility Compliance Report – ACR-55210
2017 Accessibility Compliance Report – ACR-19729
Accessibility Standards for Customer Service – January 1, 2012
Introduction
Communication
Angus Glen Golf Club will communicate with people with disabilities in ways that take into account their disability. We understand that communication styles vary and that not all persons with the same disability use the same communication modalities. Angus Glen Golf Club makes every effort to ensure that our employees take this into consideration and, when not sure, to always ask our Guests how best to communicate with them.
In addition, we train employees to communicate over the telephone in clear and plain language and to speak slowly. We will offer to communicate by e-mail if telephone communication is not suitable to their communication needs or is not available.
Use of Service Animals and Support Persons
Angus Glen Golf Club is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Angus Glen Golf Club is also committed to welcoming people with disabilities who are accompanied by a support person. Any Guest with a disability who is accompanied by a support person will be allowed to enter the Club’s premises with his or her support person. At no time will a Guest with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Assistive Devices
Angus Glen Golf Club is committed to serving Guests with disabilities who use assistive devices to obtain, use or benefit from our services. We ensure our employees are trained and familiar with various assistive devices such as canes, wheelchairs, etc. that may be used by Guests with disabilities while accessing our services.
Notice of Temporary Disruption
Angus Glen Golf Club will provide Guests 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, its anticipated duration, and a description of alternative facilities or services, if available.
Employee Training
- 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 who use an assistive device or require the assistance of a service animal or a support person.
- What to do if a person with a disability is having difficulty in accessing our services and.
- The Angus Glen Golf Club’s policies, practices, and procedures relating to the AODA customer service standard.
Feedback Process
- Lori Saint, General Manager, lsaint@angusglen.com
- 905-887-0090 ext.709
- 10080 Kennedy Road
- Markham, Ontario
- www.angusglen.com
AODA Customer Service Policy
Introduction
The following policy has been established by Angus Glen Golf Club to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005.
These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.
Angus Glen Golf Club is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.
COMMITMENT
Angus Glen Golf Club is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
This policy will be implemented in accordance with the time frames established by the Regulation.
ACCESSIBILITY PLAN
(This plan can be found below under “INTEGRATED ACCESSIBILITY STANDARDS MULTI-YEAR PLAN“)
Angus Glen Golf Club will develop, maintain and document an Accessibility Plan outlining the Golf Club’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.
The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the Golf Club’s website. Upon request, Angus Glen Golf Club will provide a copy of the Accessibility Plan in an accessible format.
SELF-SERVICE KIOSKS
Angus Glen Golf Club will have consideration for accessibility when designing, procuring or acquiring our self-serve kiosks to better serve persons with disabilities.
TRAINING EMPLOYEES AND VOLUNTEERS
Angus Glen Golf Club will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:
– all its Employees;
– all persons who participate in developing Angus Glen Golf Club’s policies; and,
– all other persons who provide goods, services or facilities on behalf of the Club
The training will be appropriate to the duties of the Employees and other persons. Employees will be trained when changes are made to the accessibility policy. New Employees will be trained during New Employee Orientation. Angus Glen Golf Club will keep a record of the training it provides.
Information and Communication Standards
FEEDBACK
Angus Glen Golf Club will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.
ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS
Upon request, Angus Glen Golf Club will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.
Angus Glen Golf Club will consult with the person making the request in determining the suitability of an accessible format or communication support.
Angus Glen Golf Club will also notify the public about the availability of accessible formats and communication supports.
ACCESSIBLE WEBSITES AND WEB CONTENT
Angus Glen Golf Club will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.
Employment Standards
RECRUITMENT
Angus Glen Golf Club will notify its Employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.
RECRUITMENT, ASSESSMENT OR SELECTION PROCESS
Angus Glen Golf Club will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Angus Glen Golf Club will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
NOTICE TO SUCCESSFUL APPLICANTS
When making offers of employment, Angus Glen Golf Club will notify the successful applicant of its policies for accommodating Employees with disabilities.
INFORMING EMPLOYEES OF SUPPORTS
Angus Glen Golf Club will continue to inform its Employees of its policies (and any updates to those policies) used to support Employees with disabilities, including policies on the provision of job accommodations that take into account an Employee’s accessibility needs due to disability. This information will be provided to new Employees as soon as practicable after commencing employment.
ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS FOR EMPLOYEES
Upon the request of an Employee with a disability, Angus Glen Golf Club will consult with the Employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other Employees.
In determining the suitability of an accessible format or communication support, Angus Glen Golf Club will consult with the Employee making the request.
WORKPLACE EMERGENCY RESPONSE INFORMATION
Angus Glen Golf Club will provide individualized workplace emergency response information to Employees who have a disability, if the disability is such that the individualized information is necessary, and if Angus Glen Golf Club is aware of the need for accommodation due to the Employee’s disability. Angus Glen Golf Club will provide this information as soon as practicable after becoming aware of the need for accommodation.
Where the Employee requires assistance, Angus Glen Golf Club will, with the consent of the Employee, provide the workplace emergency response information to the person designated by Angus Glen Golf Club to provide assistance to the Employee.
Angus Glen Golf Club will review the individualized workplace emergency response information when the Employee moves to a different location in the organization, when the Employee’s overall accommodation needs or plans are reviewed.
DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS
Angus Glen Golf Club will maintain a written process for the development of documented individual accommodation plans for Employees with disabilities.
If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.
In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.
RETURN TO WORK PROCESS
Angus Glen Golf Club maintains a documented return to work process for its Employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.
The return to work process outlines the steps Angus Glen Golf Club will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
This return to work process will not replace or override any other return to work process created by or under any other statute (i.e., the Workplace Safety Insurance Act, 1997).
PERFORMANCE MANAGEMENT, CAREER DEVELOPMENT AND ADVANCEMENT AND REDEPLOYMENT
Angus Glen Golf Club will take into account the accessibility needs of Employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to Employees, or when redeploying Employees.
Questions About This Policy
This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:
Roberta Edwards
Human Resources Manager
Phone: 905-887-0090 ext.204
Email:redwards@angusglen.com
Website:www.angusglen.com
Integrated Accessibility Standards Multi-Year Plan
Part 1 General Requirements.
| Section | Initiative | Description | Compliance Date |
| 3 | Establishment of Accessibility Policies | 3.(1) Every obligated organization shall develop, implement and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements under the accessibility standards referred to in this Regulation. | January 1, 2014 |
| 4 | Accessibility Plans | 4.(1) Large organizations shall, a) establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization‘s strategy to prevent and remove barriers and meet its requirements under this Regulation; b) post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and c) review and update the accessibility plan at least once every five years. |
January 1, 2014 |
| 6 | Self-Serve Kiosks | 6.(2) Large organizations and small organizations shall have regard to the accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks. | January 1, 2014 |
| 7 | Training | 7.(1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to, (a) all employees, and volunteers; (b) all persons who participate in developing the organization‘s policies; and (c) all other persons who provide goods, services or facilities on behalf of the organization. |
January 1, 2015 |
Part 2 Information and Communication Standards
| Section | Initiative | Description | Compliance Date |
| 11 | Feedback | 11.(1) Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for accessible formats and communications supports, upon request. | January 1, 2015 |
| 12 | Accessible Formats & Communication Supports | 12.(1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, a) in a timely manner that takes into account the person‘s accessibility needs due to disability; and b) at a cost that is no more than the regular cost charged to other persons.12.(2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support. 12.(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports. |
January 1, 2016 |
| 13 | Emergency Procedures, Plans or Public Safety Info | 13.(1) In addition to its obligations under section 12, if an obligated organization prepares emergency procedures, plans or public safety information and makes the information available to the public, the obligated organization shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request. | January 1, 2012 |
| 14 | Accessible Websites & Web Content | 14.(2) Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG)2.0, initially at Level A and increasing to Level AA, and shall do so in accordance with the schedule set out in this section. | January 1, 2014 All web content must conform with WCAG 2.0 Level A. January 1, 2021 All internet websites and web content must conform with WCAG 2.0 Level AA, other than, • success criteria 1.2.4 Captions (Live) • success criteria 1.2.5 Audio Descriptions (Pre-recorded). |
Part 3 Employment Standards
| Section | Initiative | Description | Compliance Date |
| 22 | Recruitment – General | 22. Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes. | January 1, 2016 |
| 23 | Recruitment, Assessment or Selection Process | 23. (1) During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.23. (2) If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant‘s accessibility needs due to disability. | January 1, 2016 |
| 24 | Notice to Successful Applicants | 24. Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities. | January 1, 2016 |
| 25 | Informing Employees of Supports | 25.(1) Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee‘s accessibility needs due to disability.25.(2) Employers shall provide the information required under this section to new employees as soon as practicable after they begin their employment.25.(3) Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee‘s accessibility needs due to disability. | January 1, 2016 |
| 26 | Accessible Formats & Communication Supports for Employees | 26. (1) In addition to its obligations under section 12, where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for,(a) information that is needed in order to perform the employee‘s job; and (b) information that is generally available to employees in the workplace.26. (2) The employer shall consult with the employee making the request in determining the suitability of an accessible format or communication support. |
January 1, 2016 |
| 27 | Workplace Emergency Response Information | 27.(1) Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee‘s disability.27 (2) If an employee who receives individualized workplace emergency response information requires assistance and with the employee‘s consent, the employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.27. (3) Employers shall provide the information required under this section as soon as practicable after the employer becomes aware of the need for accommodation due to the employee‘s disability.28. (4) Every employer shall review the individualized workplace emergency response information, (a) when the employee moves to a different location in the organization; (b) when the employee‘s overall accommodations needs or plans are reviewed; and (c) when the employer reviews its general emergency response policies. |
January 1, 2012 |
| 28 | Documented Individual Accommodation Plans | 28.(1) Employers, other than employers that are small organizations, shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.28. (2) The process for the development of documented individual accommodation plans shall include the following elements:· The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.· The means by which the employee is assessed on an individual basis.· The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer‘s expense, to determine if and how accommodation can be achieved.· The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.· The steps taken to protect the privacy of the employee‘s personal information.· The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.· If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.· The means of providing the individual accommodation plan in a format that takes into account the employee‘s accessibility needs due to disability. | January 1, 2016 |
| 29 | Return to Work Process | 29.(1) Every employer, other than an employer that is a small organization,(a) shall develop and have in place a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and(b) shall document the process.29. (2) The return to work process shall,(a) outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and (b) use individual documented accommodation plans, as described in section 28, as part of the process.29. (3) The return to work process referenced in this section does not replace or override any other return to work process created by or under any other statute. |
January 1, 2016 |
| 30 | Performance Management | 30.(1) An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities. | January 1, 2016 |
| 31 | Career Development & Advancement | 31.(1) An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities. | January 1, 2016 |
| 32 | Redeployment | 32.(1) An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities. | January 1, 2016 |
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