Accessible Customer Service Policy (AODA)

Accessible Customer Service Policy (AODA)

Intent

Fire Monitoring of Canada Inc. is committed to providing accessible customer service in accordance with the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. This policy sets out the standards for the provision of goods, services, and facilities to the public.

Statement of Commitment

Fire Monitoring of Canada Inc. is committed to providing an accessible environment for all clients, employees, job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005. We strive to provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace. The company ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a respective and timely manner.

Definitions

Guide dog: A dog trained as a guide for a blind person that has completed a training program at a designated training facility set out in the Guide Dogs Regulation.
Service animal: An animal is a service animal for a person with a disability if:

  • The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators, such as the vest or harness worn by the animal; or
  • The person provides documentation from a designated regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability.

Support person: In relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care, medical needs, or access to goods, services, and facilities.

Guidelines

Fire Monitoring of Canada Inc. makes every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:

  • Allowing customers with disabilities to do things in their own ways and at their own pace, as long as this does not present a health and safety risk;
  • Using alternative methods of access when necessary to ensure that customers with disabilities have access to the same goods, services, and facilities in a similar manner;
  • Taking into account individual accommodation needs when providing goods and services; and
  • Communicating in a manner that takes into account the customer’s disability, and applicable codes and standards.

Upon request, the company provides a person with a disability with a copy of this policy, or the information contained within it, in a format that meets their accessibility needs. Requests should be directed to the General Manager.

Persons with disabilities may use their own assistive devices as required when accessing goods or services or facilities. In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, the General Manager should be informed so that other reasonable measures can be put in place to ensure the access of goods and services.

Guide Dogs and Service Animals

Customers with disabilities who are accompanied by a guide dog or other service animal are welcome to access premises open to the public and keep the animal with them, unless the animal is otherwise excluded by law. “No pet” policies do not apply to guide dogs or service animals. If a customer’s guide dog or service animal is excluded by law, Fire Monitoring of Canada Inc. offers alternative methods to enable the person with a disability to access goods, services, and facilities.

In the instance that it is not readily apparent that the animal is a guide dog or service animal, employees may respectfully ask whether an animal is a guide dog or service animal but must not ask the nature of the person’s disability or purpose of the animal. If they reveal the animal is not a guide dog or service animal, they should be asked to remove the animal from the premises promptly.

The customer who is accompanied by a guide dog or service animal is responsible for maintaining control of the animal at all times. If a service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the owner, this should be reported to the General Manager who may ask them to remove their service animal from the premises.

Support Persons

If a customer with a disability brings a support person, FMC will ensure both individuals can enter the premises together, and the customer will not be prevented from accessing the support person. If situations arise where potentially confidential information needs discussion, the company must obtain consent from the customer before mentioning any such information in the presence of the support person.

The company may require a person with a disability to be accompanied by a support person while on the premises. This being if the support person is necessary to protect the health and safety of the person with the disability or others in the workplace, and there are no other reasonable measures that can be taken to ensure this. The company consults with the person with the disability and assess available evidence before making such a decision. Employees are informed of any such arrangements.

Notice of Temporary Disruptions

Fire Monitoring of Canada Inc. makes all reasonable efforts to provide notice of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services. In some circumstances, notice may not be possible.

When disruptions occur without notice, the company informs customers by:

  • Posting written notices in conspicuous places, including at the point of disruption and all entrances;
  • Informing customers verbally upon arrival; and
  • on FMC’s website and social media

The following information is provided regarding the disruption, unless it is not readily available or known:

  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Expected duration; and
  • A description of alternative services or options that are available.

Employees are informed of this information as soon as reasonably possible in the event of a disruption. So that they can inform customers and respond to inquiries efficiently.

Training

Workplace training is provided to employees, volunteers, those who participate in the development of company policies, and any other person who provides goods, services, or facilities on behalf of the company.

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • A review of the requirements of the customer service standards;
  • Instructions on how to interact and communicate with people with various types of
    disabilities;
  • Instructions on how to interact with people with disabilities who use assistive devices or
    require the assistance of a guide dog or other service animal or a support person;
  • Instructions on how to use equipment or devices that are available at our premises or
    that we provide that may help people with disabilities;
  • Instructions on what to do if a person with a disability is having difficulty accessing our
    services; and
  • Policies, procedures, and practices of the company pertaining to providing accessible
    customer service to customers with disabilities.

Fire Monitoring of Canada Inc. provides training as soon as practicable. Training is provided to new employees, volunteers, agents, and contractors on orientation. Revised training is provided in the event of changes to legislation, procedures, policies, or practices.

The company keeps a record of training that includes the dates training was provided and the number of employees who attended the training. Where required, retraining is provided to ensure compliance with the company’s policies and procedures.

Customer Feedback

FMC has established a feedback process to provide the public with the opportunity to provide feedback on how facilities are provided to customers with disabilities. You may share feedback verbally (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail).

The company addresses feedback received on a case-by-case basis and takes any actions necessary to remedy any issues. If you wish to submit feedback, please direct such feedback to the General Manager.

To download the Accessible Customer Service Policy, CLICK HERE

To download the Accessibility Compliance Report, CLICK HERE

 

Accessible Employment Policy (AODA)

Intent

Fire Monitoring of Canada Inc. provides accessible employment in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. This policy sets out the company’s commitment to standards for accessible employment. The policy does not apply to volunteers or other individuals who are not paid.

Statement of Commitment

Fire Monitoring of Canada Inc. is committed to providing an accessible environment for all clients, employees, job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations. We provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace and ensuring that new barriers are not created. The company ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence.

Definitions

Accessible formats: Includes but not limited to large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.
Communication supports: Includes but not limited to captioning, alternative and augmentative communication supports, plain language, sign language, and other supports that facilitate effective communication.
Redeployment: The reassignment of an employee to another department or job in the company.

Guidelines

Hiring

Accommodations are available from the beginning of the recruitment process. All job postings include information about the availability of accommodations. Applicants selected to participate in an assessment or the selection process receive information that accommodations are available upon request. If an applicant requests an accommodation, the company consults with them and provides or arranges suitable accommodation that meets their individual needs. The company informs successful applicants of its policies for accommodating employees with disabilities when extending an offer of employment.

Accessible Workplace Information

Fire Monitoring of Canada Inc. ensures that it informs new employees of the policies and supports available for employees with disabilities as soon as reasonably possible after they begin employment. Additionally, all employees are notified of any updates to existing policies. The company has the following policies to support employees with disabilities:

  • Accessible Customer Service Policy
  • Human Rights Policy

Upon request, the company provides or arranges for the provision of accessible formats and communication supports for employees with disabilities regarding information needed to perform their job and other information that is generally available to all employees in the workplace.  Individualized workplace emergency response information is also provided to an employee with a disability where necessary. An employee who requires workplace information in an accessible format or with communication supports should contact The General Manager. The company will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

Individual Accommodations

Fire Monitoring of Canada Inc. creates and documents individual accommodation plans for employees with disabilities upon request. An employee with a disability who requires an individual accommodation plan should inform the General Manager. These plans include:

  • Information regarding accessible formats and communication supports, where requested;
  • Individualized workplace emergency response information, where necessary; and
  • Details of any other accommodation provided.

Where an employee is absent from work due to a disability and requires accommodations to return to work, the company will develop and document individual return-to-work processes.

Performance Management and Career Development

The company considers the accessibility needs of employees with disabilities in all aspects of the employment relationship, including during performance management processes, career development or advancement opportunities, and in the event of redeployment. Individual accommodation plans are consulted as part of these processes.

To download the Accessible Employment Policy, CLICK HERE

Accommodation Policy

Intent

Fire Monitoring of Canada Inc. is committed to providing an inclusive environment. The company provides accommodation up to the point of undue hardship for needs arising from the prohibited grounds of discrimination under the Human Rights Code of Ontario.  This policy outlines the accommodation process and the responsibilities of different parties in that process.

Definitions

Bona fide occupational requirement (BFOR): The organization considers job requirements as a bona fide occupational requirement (BFOR) when adopting them for a purpose or goal that is rationally connected to the functions of the position. They do so in good faith, believing that these requirements are necessary to fulfill the purpose or goal and reasonably necessary to accomplish it.
Undue hardship: Occurs when providing an accommodation would cause excessive costs for the organization and outside sources of funding are unavailable or insufficient, or where the accommodation would create a health or safety hazard.

Guidelines

Fire Monitoring of Canada Inc. accommodates individuals up to the point of undue hardship, modifying or adjusting processes or work when necessary to address the needs of the individual based on a prohibited ground of discrimination under the Human Rights Code of Ontario. The prohibited grounds of discrimination are:

  • Age
  • Ancestry
  • Citizenship
  • Colour
  • Creed
  • Disability (mental or physical)
  • Ethnic origin
  • Family status
  • Gender expression
  • Gender identity
  • Marital status
  • Place of origin
  • Race/colour
  • Record of offences
  • Sex
  • Sexual orientation
  • Accessibility in Employment

Accommodations are made available from the beginning of the recruitment and selection process.  Applicants are informed that accommodations are available upon request.

The accommodation process may begin in one of three ways:

  • An employee or job applicant requests accommodation;
  • The company becomes aware that an accommodation may be required.
  • An authorized third party requests accommodation on behalf of an employee or candidate.

Requests for accommodation should be submitted to the General Manager. These requests do not need to be in writing and do not require the individual to identify or disclose personal details beyond what is necessary for the accommodation request. The company takes all requests for accommodation seriously and responds in a timely manner. Individuals who request accommodation are not subject to any reprisal or threat of reprisal for making such a request.

Where a supervisor or manager becomes aware that an accommodation may be required, the duty to inquire is engaged. A private meeting is held with the employee to determine whether there are any unmet needs related to a prohibited ground and whether accommodations are necessary.

Individual Accommodation Plans

Once the General Manager identifies the need for accommodation, they consult with the employee or candidate to determine the required type of accommodation and develop an individual accommodation plan. To determine appropriate accommodations, we may need additional information beyond the initial accommodation request; however, we request only the information essential to confirm and arrange the accommodation. Employees are expected to cooperate in the accommodation process and provide any necessary information to support the accommodation request promptly.

At its discretion, the company may provide interim accommodation measures while developing and implementing formal accommodations.

The General Manager collaborates with the individual requiring accommodation, any applicable healthcare professionals, and third-party experts as required to create an individualized accommodation plan.

Accommodations may be temporary or permanent based on the requirements of the individual.

The company examines all options and proposes the accommodation that provides equal opportunity, benefits, and privileges to what others experience, that is inclusive, and that respects dignity and individual needs of the employee or candidate. The accommodation provided may not necessarily be the individual’s preferred accommodation, but their preferences are taken into consideration.

The company makes every reasonable effort to accommodate employees in their current position.  Where all options for accommodation have been exhausted in their current role, employees may be offered an alternate role.

Plan Concerns

If the company proposes an accommodation and the employee has concerns that it will not meet their needs, they should immediately communicate their concerns to the General Manager. When concerns are raised, the company may hold discussions. If an employee cannot identify their concerns about the accommodation or declines a reasonable offer of accommodation proposed by the company, the company fulfills its duty to accommodate and is not obligated to provide an alternative option.

Once both the individual requesting accommodation and the General Manager agree upon the proposed accommodation, they document the accommodation plan in writing and sign it.

All information collected during the accommodation process is kept confidential and shared only as necessary to provide the accommodation.

BFORs and Undue Hardship

If Fire Monitoring of Canada Inc. cannot accommodate an individual’s needs without experiencing undue hardship or due to a BFOR, the company will explain its reasoning to the individual. Where the company cannot provide full accommodation, the company may be able to provide partial accommodation.

Monitoring

Fire Monitoring of Canada Inc. recognizes that accommodation needs may change over time or require adjustment. Individuals on an accommodation plan should promptly inform the company if their needs change or if their accommodation is not working effectively, allowing the company to make necessary adjustments.

To download the Accommodation Policy, CLICK HERE.

Multi-Year Accessibility Plan

Message from the CEO

Fire Monitoring of Canada Inc. (FMC) commits to providing an accessible environment for all clients, employees, job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations.Striving to create an accessible and welcoming environment for everyone, we actively identify and remove barriers in our workplace while ensuring that we avoid creating new ones. The company ensures that it provides persons with disabilities with equal opportunities. We commit to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence.

FMC takes its role in providing an accessible world seriously. We will continue to build its services in  such a way that we improve accessibility for both our employees and our customers.

 Introduction

FMC strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.

FMC is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians.

We review and update the plan at least once every 5 years.

As soon as we hire someone, we promptly train them and provide training regarding any changes.

Policies.

We maintain records of the training provided. Including the dates on which the training was provided and the number of individuals to whom it was provided.

Past Achievements to Remove and Prevent Barriers

FMC has completed the following accessibility initiatives across the organization. When presented with feedback from employees or customers, FMC takes these requests seriously and investigates and implements ways in which we can make our service more accessible.

Customer Service

FMC has remained in compliance with accessible customer service standards, and considers accessibility when implementing any changes to our services. To our recollection, we have not received any feedback from customers about accessibility. However, we have had internal feedback from employees on how we can improve their workspace. We received this feedback verbally, and we made changes to improve customer service for the employee. We implemented some items to make customer service more accessible:

  • Payments are available to be made by credit card via a web portal. Making it easier for those who can’t mail cheques to pay.
  • Permitted payments by credit card to be made over the phone.
  • Ability to receive all invoices via e-mail
  • Allow – upon request – access to a read-only access to customers’ monitored accounts in our Signals Receiving entre (SRC) for account review

Information and Communications

FMC has implemented the following to make information and communications more accessible:

  • You can find all company Health & Safety Documents online through a company internal website, as well as within the office.

Employment

FMC has implemented the following to employment more accessible:

  • Installed adjustable height desks within our SRC area
  • Installed ground-level static-free flooring in our Thorold SRC are to improve accessibility (instead of raised flooring)
  • Installed wider doors for entrance into our SRC for improved accessibility
  • Designed our Thorold SRC mantrap area to be larger to accommodate better accessibility
  • Re-designed employee workspace to better suit their ability
  • Installed Automatic Door Operator in Kitchener office to improve accessibility
  • Implemented a Diversity, Equity and Inclusion Policy

Training

FMC has implemented the following training initiatives:

  • All new employees must complete AODA Customer Service Training as part of their orientation
  • All new employees must complete Human Rights Training as part of their orientation

Strategies and Actions

Customer Service

FMC is committed to providing accessible customer service to people with disabilities. We will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.

  • Implement SMS-based alarm messaging when codes and standards allows us to do so to improve communications
  • All documents sent to customers are accessible.
  • Provide a self-service web portal for customers. This is so they may obtain documents and make requests in a way that best suits them

Information and Communications

FMC actively commits to ensuring that we actively make our information and communications accessible to people with disabilities.

  • Provide SMS Messaging for alarm monitoring clients where codes and standards allow
  • Ensure TTY is available for those who require it on alarm calls
  • Ensure all internal documents are in an accessible format

Employment

FMC will plan to do the following to improve employment at FMC:

  • Adhere to company DEI Policy during the hiring process & make accommodations during the hiring process immediately
  • Install door operators on entry doors to offices and SRCs in the next 3 years
  • Continually review workspaces to ensure they are accessible
  • Install Ramp in St. Catharines SRC in the next 5 years
  • Ensure that any company events are accessible (immediately)

 

Training

FMC commits to providing training on the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as they apply to people with disabilities.

  • All new hires are trained during the orientation process
  • Re-train all employees on AODA Customer Service & Human Rights (Next 3 months)

To download the Multi-Year Accessibility Plan, CLICK HERE.