1. Our mission and commitment

The CVF’s mission is to support francophone women in Northern Ontario who fight against all forms of violence. To achieve its mission, the CVF continuously strives to provide its services in a manner that respects the dignity and independence of women in all their diversity, including women with functional limitations. We are also committed to giving women with disabilities the same opportunities as other users to access our services and to enable them to benefit from the same services in a similar way.

2. Communication

We undertake to provide our clients with telephone services that are entirely accessible. We train our staff to ensure they are able to communicate by telephone in plain and simple language and to speak clearly and slowly. If communication by telephone is not convenient or is unavailable, we offer to communicate by other means, such as email, TDD, Bell Relay Service, videoconference, etc. while taking into account the security and confidentiality aspects. For added security, if necessary, we could devise a code beforehand with a woman or a youth in order to verify her identity when she communicates by telephone (e.g. TDD, Bell Relay Service) or by computer (e.g. email).

3. Assistive devices

We are committed to providing services to women with functional limitations who use assistive devices. We ensure that our staff is trained and familiar with the various assistive devices that may be used by disabled customers to access our services.

4. Group sessions, meetings and community activities

We strive to make all our services, including group sessions and community activities, accessible to people with functional limitations. Where necessary, alternative solutions are offered.

• When advertising, we mention relevant information about accessibility:

• the cost of admission, where applicable, for the support person

• the use of wheelchair and other icons

• etc.

5. Use of service animals and support persons

     5.1 Service animals (including guide dogs)

We undertake to welcome women with functional limitations who are accompanied by a service animal in those parts of our premises that are open to the public or other third parties. We also ensure that all staff members, volunteers, trainees and other people who deal with customers receive sufficient training in how to interact with disabled people who are accompanied by a service animal.

In the event that a woman needs her service animal and another person already on the premises suffers from severe allergies to dogs, we will seek a compromise. Depending on the situation and who the allergic person is (e.g. another user, an employee, etc.), we could try to move the dog away from the allergic person, meet the woman needing her service dog and the allergic person at different times, etc.

The needs of the service animal are taken into account.

     5.2 Support persons

We are committed to welcoming women with functional limitations who are accompanied by a support person. All women with functional limitations accompanied by a support person are authorized to enter the CVF premises, including all our satellite offices, with the accompanying support person.

For reasons of confidentiality, the support person (including a sign language or tactile interpreter) will be asked to provide proof of confidentiality or to sign a form to this effect.

If the support person is male, his presence will not be permitted in the meeting room or group room. He may wait in the waiting room. In the meantime, if need be, the organization will see to it that the woman’s needs are met in other ways, as much as possible. We will never prevent a disabled woman accompanied by a support person from having access to that support person, if she so wishes, while she is on our premises. Since the policy of male presence on the organization’s premises must also be respected other options will be explored with her, if necessary.

6. Notice of temporary interruptions and breakdowns

CVF will notify its customers when facilities or services used by women with functional limitations are temporarily unavailable, whether this disruption is planned or unplanned. The notice will include the reason for the disruption, its expected duration and a description of any alternative facilities or services, if applicable.

The notice, in accessible format, will be placed on the main door; on the website and a message on the telephone and/or TDD voice mailbox. If it is safe to do so, and the disruption is inconveniencing a limited number of women, they may be contacted and alternatives discussed if necessary.

7. Staff training

The CVF provides training to all staff members, volunteers, trainees and others who deal with the public or other third parties on its behalf, as well as to all those involved in the development and approval of customer service policies, practices and procedures (e.g. Board of Directors). Training is also provided during the orientation period of any new employee (paid or volunteer) or Board member.

Training includes the following:

• A review of the objectives of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service.

• How to interact and communicate with people with various types of limitations.

• How to interact with people with disabilities who use an assistive device or who require a service animal or support person.

• How to use the equipment and accessories offered by the organization to better serve women with functional limitations.

• What to do if a woman with a particular type of functional limitation has difficulty accessing CVF services.

• CVF policies, practices and procedures related to the Client Service Standard. Staff receive training on policies, practices and procedures that affect the way direct and indirect services are provided to people with disabilities. Staff also receive, on an ongoing basis, when changes are made to these policies, practices and procedures.

8. Customer notification and document requests

CVF advises its clients that these policies, practices and procedures are available upon request. This notice is posted in our offices, on our website, etc. If we receive a request from a user for a copy of the policies, practices and procedures, it will be in a format that is accessible to her.

9. Changes to this or other policies

We are committed to developing client service policies that respect and promote the dignity and autonomy of people with functional limitations. Therefore, no changes will be made to this policy without first considering the impact on this group of people. Any CVF policy that does not respect and promote the dignity and autonomy of people with functional limitations will be modified or deleted.

Adopted on June 18, 2013