Accessible Customer Service Policy March 2012

Approved by: WEST Board of Directors – September 25, 2017

Manual:Accessibility Standards Issued: March 16, 2012
Section: Administration Effective: March 28, 2012
Subject: Accessible Customer Service Policy Pages: 9
Issue to: All Manual Holders Replaces: Accessible Customer Service Plan September 2011
Approved by: WEST Board of Directors (approved Date: March 28, 2012
Approved by: WEST Board of Directors Date: September 30, 2013
Approved by: WEST Board of Directors Date: September 29, 2014
Approved by: WEST Board of Directors Date: September 21,2015
Approved by: WEST Board of Directors Date: September 19,2016
Approved by: WEST Board of Directors Date: January 16,2017
Approved by: WEST Board of Directors Date: September 25,2017

1. Policy

1.1. Women’s Enterprise Skills Training of Windsor Inc. (WEST Inc.) will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  1. a) The purposes of the Accessibility for Ontarians with Disabilities Act and the requirements of the Accessibility Standards for Customer Service;
  2. b) Information regarding WEST Inc. policies, practices and procedures relating to the customer service standards;
  3. c) How to interact and communicate with people with various types of disabilities;
  4. d) What to do if a person with a particular type of disability is having difficulty accessing your goods or services;
  5. e) How to interact with people with disabilities who use an assistive device, service animal or support person;
  6. f) How to use the equipment or assistive devices that may be available in WEST Inc.

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, practices and procedures.

2. Purpose

2.1. The purpose of this Statement of Policy and Procedure is that WEST Inc. is required to provide training to all employees, volunteers, contractors, and others who deal with the public on WEST Inc.’s behalf. WEST Inc. must also train all others who are involved in the development of policies, practices and procedures.

2.2. This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

3. Scope

3.1. This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of WEST Inc. including when the provision of goods and services occurs off the premises of WEST Inc.

3.2. This policy shall also apply to all persons who participate in the development of the WEST Inc.’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

4. Responsibility

4.1. It is the responsibility of managers, immediate supervisors and department heads to ensure that all employees follow the guidelines set out in this policy.

4.2. Each manager, immediate supervisor and department head is responsible to ensure all employees are trained under the Accessibility Standards for Customer Service and this policy, practices and procedure.

5. Definitions

5.1. “Assistive Device” is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

5.2. “Disability” the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  1. a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  2. b) A condition of mental impairment or a developmental disability;
  3. c) A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. d) A mental disorder; or
  5. e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

5.3. “Guide Dog” is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

5.4. “Service Animal” as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

  1. a) It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  2. b) If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

5.5. “Service Dog” as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

  1. a) It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
  2. b) Or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

5.6. “Support Person” as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

6. General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

6.1. Provision of Goods and Services

WEST Inc. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  1. a) Ensuring that all customers receive the same value and quality;
  2. b) Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  3. c) Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  4. d) Taking into account individual needs when providing goods and services; and
  5. e) Communicating in a manner that takes into account the customer’s disability.

6.2. Assistive Devices

Customer’s own Assistive Device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by WEST Inc.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business.

6.3. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Food Service Areas:

A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) WEST Inc. will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Applicable Laws:

Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.

Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, WEST Inc. may request verification from the customer.

Verification may include:

  1. a) A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  2. b) A valid identification card signed by the Attorney General of Canada; or,
  3. c) A certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, WEST Inc. will make all reasonable efforts to meet the needs of all individuals.

6.4. Support Persons

If a customer with a disability is accompanied by a support person, WEST Inc. will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations WEST Inc. will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

Admission Fees

If payment is required by a support person for admission to the premises WEST Inc. will ensure that notice is given in advance by posting notice of admission fees for support persons where WEST Inc. fees are posted.

6.5. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of WEST Inc. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use WEST Inc.’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

  1. a) goods or services that are disrupted or unavailable
  2. b) reason for the disruption
  3. c) anticipated duration
  4. d) a description of alternative services or options

Notifications Options:

When disruptions occur WEST Inc. will provide notice by:

  1. a) Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the WEST Inc. website;
  2. b) Contacting customers with appointments;
  3. c) Verbally notifying customers when they are making a reservation or appointment; or d. By any other method that may be reasonable under the circumstances.

6.6. Customer Feedback

WEST Inc. shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by being posted on the Health and Safety bulletin board. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Submitting Feedback

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any WEST Inc. employee. Any employee receiving feedback from a client must forward this information to the Human Resources Department immediately.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

6.7. Training

Training will be provided to:

  1. a) All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of WEST Inc.; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,
  2. b) Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

  1. a) A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  2. b) A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  3. c) Instructions on how to interact and communicate with people with various types of disabilities.
  4. d) Instructions on how to interact with people with disabilities who:
    1. i) Use assistive devices;
    2. ii) Require the assistance of a guide dog, service dog or other service animal; or
    3. iii) Require the use of a support person (including the handling of admission fees).
  5. e) Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  6. f) Instructions on what to do if a person with a disability is having difficulty accessing your services.
  7. g) WEST Inc.’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

WEST Inc. will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training

WEST Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

6.8. Notice of Availability and Format of Documents

WEST Inc. shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by WEST Inc., the WEST Inc.’s website and/or any other reasonable method.

7. Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Rose Anguiano Hurst, WEST Inc. Executive Director
Director@westofwindsor.com
519-256-6621 Ext. 222

Amendment to Accessible Customer Service Policy – (Approved by Board of Directors January 16, 2017)

To add the following to Accessible Customer Service Policy:

5.0 Definitions

5.7 “Accessible Formats” Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

5.8 “Communication Supports” Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

6.0 General Principles

6.9 Accessible Formats and Communication Supports

Unless deemed unconvertible, Women’s Enterprise Skills Training Of Windsor Inc. will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.

Women’s Enterprise Skills Training Of Windsor Inc. will take into account the person’s accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability.

Women’s Enterprise Skills Training Of Windsor Inc. will make the availability of accessible formats and communication supports publicly known.

6.9.1 Exceptions

The Information and Communications Standard does not apply to:

  • Products and product labels;
  • Unconvertible information or communications; or
  • Information that the organization does not control either directly or indirectly through a contractual relationship.

6.9.2 Unconvertible Information or Communications

If it is determined, in consultation with the requesting party, that information or communications are unconvertible, Women’s Enterprise Skills Training Of Windsor Inc. will ensure that the individual who made the request is provided with an explanation and a summary of the information.

Women’s Enterprise Skills Training Of Windsor Inc. will classify information or communications as unconvertible where:

  • It is not technically practicable to convert; or
  • The technology required to make the conversion is not readily available.

6.10 Recruitment, Assessment and Selection

  • Women’s Enterprise Skills Training Of Windsor Inc. will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Women’s Enterprise Skills Training Of Windsor Inc. will consult with the applicant and provide or arrange for suitable accommodation.
  • Successful applicants will be made aware of Women’s Enterprise Skills Training Of Windsor Inc. policies and supports for accommodating people with disabilities.

Click on the button below to view and download the Accessible Customer Service Policy:

Accessible Customer Service Policy (PDF)

AODA Self-Certified Accessibility Report

AODA Self-Certified Accessibility Report

 QuestionAnswer
1.Is your organization complying with the requirements of the Customer Service Standard that came into effect prior to this report? Yes
2.Do you have policies, practices and procedures on providing goods or services to people with disabilities? Yes
3.Have you established and documented a process to receive and respond to feedback on how your goods or services are provided to people with disabilities, including actions that you will take when a complaint is received?Yes
4.When asked, do you provide tailored emergency response information for your employees who have disabilities?Yes
5.Do you make your accessibility policies available to the public?Yes
6.Have you established, implemented, maintained and posted a multi-year accessibility plan?Yes
7.When asked, do you provide emergency procedures, plans or public safety information to the public in an accessible format?Yes
8.Do your new internet websites and the content in them conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A?No
9.Do you ensure that every person who deals with the public or other third parties on behalf of your organization, and every person who participates in developing your policies, practices and procedures on providing goods or services, receives training about providing goods or services to people with disabilities?Yes

WEST plans to incorporate this required content no later than 2021 as required.

Rapport sur l’accessibilité autocertifié pour la LAPHO

 QuestionRéponse
1.Votre organisation respecte-t-elle les exigences des Normes d’accessibilité pour les services à la clientèle qui sont entrées en vigueur avant la publication de ce rapport?Oui
2.Disposez-vous de politiques, de pratiques et de procédures régissant la fourniture de biens et de services aux personnes handicapées?Oui
3.Disposez-vous d’un processus officiel vous permettant de recevoir des commentaires sur votre offre de biens et services aux personnes handicapées et de répondre à ces commentaires? Ce processus couvre-t il également les mesures à prendre en cas de plainte?Oui
4.Fournissez-vous, sur demande, des renseignements individualisés relatifs aux interventions d’urgence à vos employés handicapés?Oui
5.Rendez-vous publiques vos politiques en matière d’accessibilité?Oui
6.Votre organisation a-t-elle élaboré, mis en œuvre, tenu à jour et affiché un plan d’accessibilité pluriannuel?Oui
7.Fournissez-vous vos mesures et plans d’urgence ou de sécurité publique en format accessible aux personnes qui le demandent? Oui
8.Vos nouveaux sites Web et leur contenu sont-ils conformes aux Règles pour l’accessibilité des contenus Web (WCAG) 2.0 niveau A? Non
9.Offrez-vous une formation sur la fourniture de biens et de services aux personnes handicapées à toute personne qui traite avec les membres du public ou d’autres tiers pour le compte de l’organisation et à toute personne qui participe à l’élaboration des politiques, des pratiques et des procédures sur la fourniture de biens et de services de l’organisation?Oui

Click on the button below to view and download the AODA Self-Certified Accessibility Report:

AODA Self-Certified Accessibility Report (PDF)

Emergency Preparedness Policy and Procedure March 2012

Approved by: WEST Board of Directors – September 25, 2017

Manual: Human Resources Issued: March 28, 2012
Section: Health and Safety Effective:
Subject: Emergency Preparedness Policy and Procedure Pages: 8
Issue to: All WEST Staff and Volunteers Replaces: NEW
Approved by: Board of Directors Date: Approved in Principle March 28, 2012
Approved by: WEST Board of Directors Date: September 30, 2013
Approved by: WEST Board of Directors Date: September 29, 2014
Approved by: WEST Board of Directors Date: September 21,2015
Approved by: WEST Board of Directors Date: September 19,2016
Approved by: WEST Board of Directors Date: September 25,2017

1. Policy

1.1. WEST Inc. is committed to protecting the health and safety of its employees, volunteers, clients, visitors, and guests on, in or around the premises.

1.2. Women’s Enterprise Skills Training of Windsor Inc. (WEST) has a legal responsibility to maintain a safe working environment for all staff. This obligation also extends to the participants, clients, and visitors of WEST.

1.3. The Emergency Preparedness Policy and Procedure describes in detail, the roles and responsibilities of the Director of Emergency Operations, the Emergency Management Committee and all staff and volunteers at WEST in the event of an emergency, and outlines how they may support The City of Windsor if the emergency warrants community assistance.

1.4. The Emergency Management Plan unifies the efforts of WEST Inc. departments, senior management, and staff to provide a comprehensive approach to respond to and reduce the impacts of emergencies.

1.5. WEST Inc. shall implement its Emergency Management Plan in the event of any emergency that threatens the safety, health, and environment of WEST staff, clients, volunteers, and visitors.

2. Purpose

2.1. The intent of the Emergency Response Plan is to ensure human safety; minimize damages to property; assure rapid and responsive communication to all parties involved and remain compliant with Ontario Regulation 191/11 Accessibility for Ontarians with Disabilities Act, 2005.

3. Scope

3.1. The Emergency Response Plan shall apply to WEST Inc., its employees, volunteers, visitors, customers and guests on, in, or around the premises of WEST Inc. at all times.

4. Definitions

4.1. “Emergency” is defined as a serious, unexpected, and often dangerous situation requiring immediate action (Oxford Universities Press, 2011).

4.2. “Emergency Management” is the universal term for the systems and processes for mitigating, preparing for, responding to and recovering from emergencies and disasters.

4.3. “Emergency Response Team” individuals authorized by the Director of Emergency Operations that possess the knowledge, experience and training to safely respond to an emergency situation utilizing the incident command system.

4.4. “Emergency Operations Center” refers to the WEST Boardroom where there Emergency response team will meet in the event of an emergency.

4.5. “Level 1 Response (Day-to-Day Emergency)” is an incident that can be handled by the normal operational staff of WEST Inc. where operational procedures and local resources are adequate. The Emergency Management Committee is activated if required.

4.6. “Level 2 Response (Major Emergency)” is an incident that would require several functional units within the plan to be activated and coordinated (e.g. major fire, dangerous weather, civil disturbance, building collapse). The Emergency Management Committee will meet at the designated Emergency Operations Centre (EOC) to provide support and coordination.

4.7. “Level 3 Response (Disaster)” is an emergency of such magnitude that it affects the City of Windsor in whole or in part requiring the city to enact a State of Local Emergency (e.g. tornado, chemical evacuation, major blizzard). As in the Level 2 Response, WEST Inc. will activate the Emergency Management Committee if required; to not only provide support and coordination to WEST but to also coordinate its efforts with the City of Windsor’s Emergency Operations Centre.

4.8. “Preparedness” is the development and implementation of emergency policies, procedures and plans to ensure an effective response to the impact of hazards.

4.9. “Response” is the action taken immediately before, during or directly after an emergency occurs.

5. Responsibilities

5.1. The Director of Emergency Operations is the Joint Health and Safety Committee Management Representative and will:

  • Appoint the Emergency Management Coordinator and ensure appropriate membership of the Emergency Management Committee.
  • Provide appropriate funding levels for emergency management planning.
  • Provide the direction and control of emergency operations at WEST Inc.
  • Authorize the implementation of the Emergency Management Plan.
  • Authorize expenditures required to respond to any emergency.
  • Ensure all persons with responsibilities under the Emergency Management Plan receive appropriate training.

5.2. The Emergency Management Committee will:

  • Provide recommendations to the Emergency Management Policy, Emergency Management Plan and related procedures.
  • Ensure communication and implementation of Emergency Planning and Procedures to all members of the University community.
  • Recommend new emergency situations to be covered by the Emergency Management Plan or other changes to the mandate of this Policy.
  • Participate in drills and/or exercises and recommend improvement.
    • Upon implementation of a Level 2 or Level 3 emergency response, all members of the Emergency Management Committee will report to the Emergency Operations Centre (EOC).
    • Co-ordinate the activities of their unit in accordance with their responsibilities as indicated in the Emergency Management Plan and their respective unit’s plan or as determined by the Director of Emergency Operations.
  • Arrange periodic drills to test the effectiveness of current evacuation procedures.

Members can be assigned to act in any given capacity for the duration of any emergency. The powers and responsibilities of the Emergency Management Committee are for the duration of the emergency unless otherwise directed.

5.3. All Staff and Volunteers of WEST Inc. will:

  • Be prepared for emergencies.
  • Evacuate a building or area upon activation of a fire alarm system, other alarm systems or upon direction from emergency personnel.
  • During other emergencies follow the direction of emergency personnel.
  • Attend required training courses.
  • Read emergency information brochures.
  • Know the location of the nearest emergency escape route/fire exit and fire alarm pull station.
  • Know the City of Windsor emergency telephone number 911

6. Emergency Procedures

6.1. Fire

6.1.1. If you hear a fire alarm all individuals on, in or around the premises, including employees, customers, visitors, contractors, etc. will:

  • Remain calm and encourage others to remain calm.
  • Evacuate the building immediately, using the nearest and safest exit.
  • Close all doors behind you as you leave.
  • Report to the designated “Emergency Evacuation Area” in the City Parking Lot located at the Pelisser entrance.
    • Immediately report any employee(s), customer (s), visitor(s), contractor(s) or individual(s) who have remained in the building or refused to leave.
  • Dial 911 to notify the authorities and follow any and all instructions. Provide your name, correct address of the fire and the location of the fire in the building.
  • Use the fire extinguisher only if you have been trained and authorized to do so.
  • Do not return until it has been declared safe to do so by the Fire Department.

6.1.2. If you are unable to leave your work station, or have returned to it due to fire or heavy smoke:

  • Remain calm.
  • Close all doors to prevent the entry of smoke and fire.
  • Dial 911 to notify the authorities and inform them of who and where you are.
  • Signal to the Fire Fighters, by any means possible, to draw attention to you.
  • If possible, seal all cracks where smoke can get in.
  • Crouch low to the floor if smoke begins to enter your area.
  • Move to the nearest protected location in the room or area.
  • Wait to be rescued and remain calm.
  • Do not leave the area.
  • Do not panic or jump.
  • Listen for instructions or information which may be given by authorized personnel.

6.2. Natural Disasters

A “weather watch” means that conditions are favourable for severe weather to develop. A “weather warning” means that severe weather has been sighted in the vicinity.

  • Remain calm and encourage others to remain calm.
  • Account for all employees, volunteers, visitors, customers and guests ensuring that everyone is safely inside the facility.
  • Close all windows, curtains and blinds.
  • Instruct all individuals to move away from windows and doors.
  • If necessary, gather individuals into the basement. If a basement is unavailable, gathering in bathrooms or other enclosed area will suffice.
  • Listen to weather reports for updates and instructions.
  • Do not leave the basement or enclosed area until the weather warning has been lifted.

6.3. Chemical, Biological, Radiological and Nuclear Hazards

In the event that a contaminant, virus, or other harmful agent poses an immediate threat, all individuals, including employees, volunteers, clients, visitors, and guests are to:

  • Notify the Executive Director or Programs Manager in the absence of the ED, of the situation immediately.
  • Remain calm and encourage others to remain calm.
  • Evacuate the building immediately.
  • Report to the designated “Emergency Evacuation Area”.
  • Dial 911 to notify the authorities and follow any and all instructions.

6.4. Bomb Threat

In the event of a bomb threat, all threats will be treated as real in order to protect lives and property.

  • Remain calm and encourage others to remain calm.
  • Evacuate the building immediately.
  • Report to the designated “Emergency Evacuation Area”.
  • Dial 911 to notify the authorities and follow any and all instructions.

6.5. Water, Heat or Utility Disruptions

In the event of a power outage:

  • Remain calm and encourage others to remain calm.
  • Gather flashlights and other needed supplies.
  • Check on all employees, volunteers, clients, visitors, and guests to ensure their safety.
  • If the power outage is prolonged, the Executive Director shall consider sending everyone home for the remainder of the day.

In the case of other utility disruptions, all attempts will be made to determine the cause of the disruption and the probable length of shutdown. Where required, the local utility provider shall be contacted to assess and resolve the situation. If the shutdown is prolonged, dismissing employees for the day shall be considered by management.

6.6. Missing Person Procedure

The purpose of the Missing Person Procedure is to ensure that all necessary steps are taken when an employee, volunteer, client, visitor, or guest cannot be accounted for during an emergency.

  • The Emergency Management Committee will engage in a systematic search, both inside and outside the premises, when safe to do so and may request the assistance of employees.
  • Search areas shall include rooms, bathrooms, offices, and all other areas in, on, or around the premise.
  • Should a search of the premises prove unsuccessful, the Emergency Response & Assessment Team shall notify the authorities by calling 911.
  • Provide a description of the missing person, or a photograph where available. The authorities will assume control of the search at this point.
  • All previously contacted persons and law enforcement shall be notified if the missing person turns up due to search, or of their own accord.

6.7. Non-Compliance

All individuals occupying space controlled by WEST Inc. are subject to the requirements of this policy. Violations of this policy or the refusal to evacuate any building or area or the refusal to follow the directions of emergency personnel during an emergency is unacceptable and will be subject to the appropriate corrective administrative discipline.

6.8. Emergency Survival Kit

One of the best ways to prepare for an emergency, regardless of the type, is to prepare am Emergency Survival Kit. As a best practice, emergency survival kits should include enough supplies for employees, volunteers, visitors, customers and guests to survive for 72 hours.

Important items to include in the kit are:

  • Candles;
  • Matches sealed in a water proof bag;
  • Fire retardant blankets;
  • Flashlight(s);
  • Ample batteries;
  • Telephone(s) that will work in a power outage;
  • A well-stocked first aid kit;
  • Non-perishable food;
  • Manual can opener;
  • Whistle to serve as an extra communication device;
  • Cases of bottled of water.

Other items can include spare clothes and personal hygiene items.

7. Business Continuity Planning

Women’s Enterprise Skills Training of Windsor Inc. (WEST) has adopted this Business Continuity Planning Policy to ensure that the appropriate critical areas (including personnel and physical equipment) are identified and supported during any disruption so that our organization may continue to operate.

WEST is committed to the ongoing success of our operation and will ensure that our doors will be open for business regardless of the situation.

7.1. Members of the Business Continuity Planning Team

7.1.1. The BCP Team is a taskforce of WEST employees with responsibilities for the development of business continuity plans.

7.1.2. The team is comprised of the following WEST staff:

  • Rose Anguiano Hurst, WEST Executive Director
  • Joan Simpson, Joint Health and Safety Committee Management Representative
  • Vidhya Selvaraj, Joint Health and Safety Committee Employee Representative
  • Naheed Ahmed-Salman, Childminding Coordinator

7.2. Business Continuity Plan/ Planning Team Members

7.2.1. BCP Team

  1. a) Establish a chain of command based on an updated organizational chart to ensure that all employees are aware of the reporting structure, and the employees that will be tasked with covering extra duties in the event of managerial absences.
  2. b) Determine the necessity of backup systems/equipment.
  3. c) Establish a plan for the implementation of necessary communications to employees, and when specific actions will be taken.
  4. d) Make sure that everyone knows their roles – managers, employees, union, health and safety committees etc. to avoid confusion.

7.2.2. Human Resources and Finance Department

  1. a) Keep an up-to-date list of all employees for communication purposes.
  2. b) During the disruption, track which staff members are available to come to work.
  3. c) Review potential contractual or legal implications of established service level agreements and penalties for non-performance of business arrangements.
  4. d) Ensure the continued operation of payroll, finance and accounting systems.
  5. e) Establish an up-to-date list of contact information for staff and clients.

7.2.3. Executive Director

  1. a) Be prepared to make decisions about when to stay open, when to close to visitors, or when to close WEST completely.
  2. b) Ensure the security of the building in the event of mass absenteeism.
  3. c) Determine equipment that is essential to the business processes of WEST and ensure that these will be accessible and operational.
  4. d) Ensure that core business activities can be sustained over several months.
  5. e) Ensure access to equipment, facilities, utilities, first aid supplies, office supplies, computers, machinery, tools, vehicles and communications equipment.

8. Emergency Response Plan – Alternative Formats

WEST Inc. is dedicated to ensuring the Health and Safety of all of our employees, volunteers, visitors, customers and guests. As such, we will provide our Emergency Response Plan in a format that takes into consideration individual needs.

It is critical that all of our employees, volunteers, visitors, customers and guests know and understand our Emergency Response Plan, if the information provided to you is unclear or in a format that prevents you from fully knowing and understanding our process, please contact the following person as soon as possible:

Rose Anguiano Hurst, WEST Executive Director

Telephone: 519 256 6621 ext. 222
Email:  director@westofwindsor.com
In person: 647 Ouellette Ave. Suite 201 Windsor, ON N9A 4J4

WEST Inc. will work with the individual, as soon as practicable, to identify solutions and options that take into consideration their needs. Alternative options include but are not limited to:

  • Enlarged text;
  • Braille format;
  • Communication support either in person or over the phone;
  • Documents provided via email.

If requested, and upon approval by the individual, the individual Emergency Response and Fire Evacuation Plan shall be shared with the person designated to provide assistance to the individual.

9. Administration

This document was created on March 27, 2012 and is to be used as the Emergency Response Plan for WEST Inc. its employees, management team, volunteers, participants, clients and guests.

Click on the button below to view and download the AODA Self-Certified Accessibility Report:

Emergency Preparedness Policy Procedure (PDF)

WEST’s Multi –Years Accessibility Plan

DateInformation and Communication Standard Employment Standard
2014

  • Feedback form

  • Consider accessibility when purchasing or designing electronic kiosks

(WEST) must notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants must be informed that these accommodations are available, upon request, for the interview process.
To write on job posting: “accommodations available upon request”
Before 2021

  • Accessible Websites and web content Conform with WCAG 2.0 level AA by January 1, 2021

(WEST) should consult with the employee making the request to determine the best way to provide the accessible format or communication support.

Click on the button below to view and download WEST’s Multi –Years Accessibility Plan:

WEST’s Multi –Years Accessibility Plan (PDF)