Accessibility

Pro-Bel Group Company Accessibility for Ontarians with Disabilities Act Po Policies

  • Customer Service Policy and Procedure
  • Integrated Accessibility Standards Policy
  • Pro-Bel Group Limited Multi-Year Accessibility Plan

Pro-Bel Group Customer Service Policy and Procedure

Providing Goods and Services to People with Disabilities

Background

Pro-Bel Group Limited is subject to legislation which has been enacted with the goal of developing standards that would improve accessibility for people with disabilities. Such Legislation requires Pro-Bel Group to be in compliance with a number of customer service accessibility standards.

Purpose

This policy is intended to meet current legislative requirements and applies to the provision of goods and services to the public, not the goods themselves.

  1. This policy aims to ensure that persons with disabilities are provided equal opportunity to obtain, use, and benefit from Pro-Bel goods and services. Reasonable efforts will be made to ensure that:
  • Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
  • The goods and services provided to persons with disabilities are integrated with the provision to others unless an alternative measure is necessary to allow a person with a disability to benefit from the goods and services.
  • Communication with a person with a disability is conducted in a manner that takes into account his or her disability.
  • People with disabilities may use assistive devices, service animals and support persons as is necessary to access Pro-Bel Group goods and services. If a service animal is excluded by law from a premise, other measures will be made available for the person with a disability to access the goods or services.

Scope

a) This policy governs the provision of goods and services by Pro-Bel Group at all Pro-Bel Group operated facilities, as well as the provision of Pro-Bel goods and services off the premises by Pro-Bel Group employees, agents and/or contractors who act on behalf or represent Pro-Bel Group.

b) The part of the policy that deals with the use of service animals and support persons applies only to goods and services provided by Pro-Bel Group at premises owned or operated by Pro-Bel Group.

Our Mission

Pro-Bel Group is a diversified engineering company committed to excellence in serving all customers including people with disabilities.

Our Commitment

In fulfilling our mission, Pro-Bel is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services services and allowing them to benefit from the same services, in the same place and in a similar way to our other customers.

Providing goods and services to people with disabilities

Pro-Bel Group is committed to excellence in serving all customers including people with Disabilities and we will carry out our functions and responsibilities in the following areas:

• Communication: We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

• Telephone services: We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, TTY, and other services which may become available if telephone communication is not suitable to their communication needs or is not available.

• Assistive devices: We are committed to serving people disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our goods or services. We will ensure that our service employees are trained in the use of the various assistive devices provided  by Pro-Bel Group for individuals with disabilities while accessing our facilities or services.

• Billing: We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, and email.

We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

Use of service animals and support persons

We are 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 and other third parties. We will also ensure that our staff dealing with the public are properly trained in hoe to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Pro-Bel Group’s premises with his or her support person. At no time will a person 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.

Notice of Temporary disruption

Pro-Bel Group Limited will provide customers 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.

The notice will be placed at all public entrances on our premises.

Training for Staff

Training will include the following:

  • The purposes of applicable law- including 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 with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use the equipment or devices available at Pro-Bel Group that may help with the provision of services to persons with disabilities.
  • What to do if a person with a disability is having difficulty accessing Pro-Bel Group’s goods and services.
  • Pro-Bel’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changed are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of Pro-Bel Group is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Pro-Bel Group provides goods and services to people with disabilities can be made by letter, email or verbally. All feedback will be directed to Pro-Bel Group’s Management Group. Customers can expect to hear back within 5 business days.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Questions about this policy

The purpose of this policy is to provide a framework through which Pro-Bel can achieve Service excellence for people with disabilities. If you have questions please contact Trish Parro Human Resources Manager at 905-427-0616 or at Pro-Bel Group 765 Westney Road South Ajax, Ontario L1S6W1

Integrated Accessibility Standards Policy

The following policy has been established by Pro-Bel Group 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.

Pro-Bel Group is by this policy as well as the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

Accessibility Plan

Pro-Bel Group will develop, maintain and document an Accessibility Plan outlining the company’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 company’s website. Upon request, Pro-Bel Group will provide a copy of the Accessibility Plan in an accessible format.

Training Employees

Pro-Bel Group 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 Pro-Bel Group’s policies; and,
• All other persons who provide goods, services or facilities on behalf of the company.

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 as soon as practicable.

Pro-Bel Group will keep a record of the training it provides.

Commitment

Pro-Bel Group is committed to treating 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.

INFORMATION AND COMMUNICATION STANDARDS

Feedback

Pro-Bel Group will continue to ensure that it’s process for receiving and responding to feedback is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request.

Accessible Formats and Communication Supports

Upon request, Pro-Bel Group 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.

Pro-Bel Group will consult with the person making the request in determining the suitability of an accessible format or communication support.

Pro-Bel Group will also notify the public about the availability of accessible formats and communication supports.

Accessible Websites and Web Content

Pro-Bel Group 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 when it is impracticable.

EMPLOYMENT STANDARDS

Recruitment

Pro-Bel Group 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

Pro-Bel Group 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, Pro-Bel Group 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, Pro-Bel Group will notify the successful applicant of its policies for accommodating employees with disabilities upon request.

Informing Employees of Supports

Pro-Bel Group 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 accommodation that takes 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, Pro-Bel Group 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, Pro-Bel Group with the employee making the request.

Workplace Emergency Response Information

Pro-Bel Group 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 Pro-Bel Group is aware of the need for accommodation due to the employee’s disability, Pro-Bel Group will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Pro-Bel Group will, with the consent of the employee, provide the workplace emergency response information to the person designated by Pro-Bel Group to provide assistance to the employee.

Pro-Bel Group 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

Pro-Bel Group will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communication 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

Pro-Bel Group 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 Pro-Bel Group 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 (ie., the Workplace Safety Insurance Act, 1997).

Performance Management, Career Development and Advancement & Redeployment

Pro-Bel Group 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 deploying employees.

Questions about this policy

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in areas of information and communication and employment. If anyone has a question about the policy please contact Trish Parro Human Resources Manager at 905-427-0616 or write to her at Pro-Bel Group Limited 765 Westney Road South
Ajax, Ontario L1S6W1

Pro-Bel Group’s Multi-Year Accessibility Plan

As part of Pro-Bel Group's commitment to accessibility, our multi-year accessibility plan outlines our strategy and the actions that have been and will be implemented to prevent and remove barriers and to meet our requirements under the Accessibilities for Ontarians with Disabilities Act (AODA). This multi-year accessibility focuses on our initiatives in respect of the AODA’s Accessibility Standards including:

  • Customer Service
  • Information and communications
  • Policies and training
  • Employment
  • Design of Public Spaces
  • Feedback

This plan applies to Pro-Bel Group Limited and its related firms as required by the AODA.

Customer Service

Pro-Bel Group is committed to excellence in serving all customers including people with disabilities. Pro-Bel Group is complying with AODA’s Customer Service Standard during 2024 and the following initiatives will be ongoing.

  • An accessibility policy will be put into place so Pro-Bel Group’s employees and customers know what to expect.
  • Pro-Bel Group’s staff will be trained to serve customers of all abilities.
  • A written record of accessibility training provided by Pro-Bel Group is maintained.
  • Service animals and support persons are welcomed on Pro-Bel Group’s premises.
  • Accessible ways for people to provide feedback on how Pro-Bel Group provides goods and services to people with disabilities was made available.

Information and Communications

Pro-Bel Group currently provides accessible formats and communication supports for persons with disabilities upon request. Pro-Bel Group provides notice to the public of this availability and consults with the person making such a request to determine the suitability of an accessible format or communication support.

As well, it is currently a Pro-Bel Group web requirement that all new web content be built to meet the World Wide Web Consortium Content Accessibility Guidelines (WCAG) 2.0 standard. Pro-Bel Group is committed to ensuring all Pro-Bel Group internet websites and web content conform with Level AA of the WCAG 2.0 by December 31,2024 as required by 
the AODA’s Information and Communication Standard.

Policies and Training

Pro-Bel Group has and will continue to implement policies and initiatives in accordance with the AODA by taking the following steps:

• Implementing policies outlining Pro-Bel Group’s commitment to accessibility. To be implemented by August 20, 2024
• Providing training to Pro-Bel Group’s employees on accessibility and human rights Legislation, as it pertains to people with disabilities. To be implemented by August 20, 2024 and ongoing as new employees join the company.

This plan will be reviewed once every five years.

Employment

In accordance with AODA’s Employment Standards, Pro-Bel Group is implementing the following initiatives prior to January 1, 2025:

• Ensure Pro-Bel Group employment processes for hiring, retention and career development are accessible.
• Document Pro-Bel Group’s processes for developing individual accommodation plans and return-to-work plans.
• Provide individualized workplace emergency response information to employees who have a disability where Pro-Bel Group is aware of the need for accommodation.

Accessibility Plan Review

This multi-year Accessibility Plan will be reviewed and updated at least once every five years. This Accessibility Plan will be implemented by January 1, 2025.

Accessibility Feedback

In 2024 Pro-Bel Group ensured it had accessible ways to receive and respond to feedback. Pro-Bel Group will continue to ensure that it’s process for receiving and responding to feedback is accessible to persons with disabilities and will respond to feedback promptly.

For more information on this Accessibility Plan, please contact:

Patricia Parro
Pro-Bel Group -Human Resources Manager
905-427-0616
765 Westney Road South
Ajax, Ontario
L1S 6W1

Upon request, a copy of this Accessibility Plan will be provided in an accessible format, Free of charge.