Date created: October 15, 2019
Last updated: February 9, 2026
Purpose
The Schlegel-UW Research Institute for Aging (RIA) is committed to respecting the dignity and independence of all people. We strive to provide opportunities for individuals to participate in, and benefit from, our products and services regardless of their ability, and we are committed to equal opportunity and access for all of our current and future employees.
We achieve this by removing and preventing barriers to accessibility and meeting the requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA, 2005) and Ontario’s accessibility laws.
Additionally, the RIA is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. The RIA understands that obligations under the AODA, 2005 and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to persons with disabilities under any other law.
The RIA’s AODA Policy (the “Policy”) outlines the organization’s overall approach to supporting people living with disabilities, including members of the organization and the public. The Policy applies to employees, researchers, students, volunteers, board members, third party participants, and any others who interact with the public on behalf of the RIA.
Definitions
“Disabilities” and “Person living with a Disability” means the same as the definition of “disability” found in the Ontario Human Rights Code. Therefore “disability” means:
- 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 coordination, 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,
- a condition of mental impairment or a developmental disability
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Policy
The RIA will strive to ensure that its policies, practices, and procedures are consistent with the following principles:
- The dignity and independence of persons living with a disability will be respected at all times:
- During the provision of goods or services;
- When within the RIA building;
- During recruitment and selection; and
- During employment.
- The methods of providing products or services to persons of all abilities will be integrated whenever possible. When necessary, an alternate method, whether temporary or on a permanent basis, will be used to enable a person living with a disability to obtain, participate in, or benefit from the goods or services.
Training and Education
All employees, volunteers, and those who provide services on behalf of the RIA will receive training in regards to AODA. The training outlines the organization or individual’s roles and responsibilities as it pertains to people living with disabilities. Training will be delivered as soon as is practicable and records will be maintained.
Training and education will include:
- The Customer Service Standard module provided through the Government of Ontario (AccessForward) which provides training on providing accessible customer service and how to interact with people living with disabilities;
- Working Together: The Code and the AODA provided through the Ontario Human Rights Commission which provides training on the Code to learn about how the Code and Ontario’s accessibility laws work together and how they are different; and
- The RIA’s relevant policies, practices, and procedures.
The RIA will provide ongoing training in connection with any changes to its policies, practices, and procedures that govern the provision of products or services to persons living with disabilities.
Assistive Devices
An assistive device is an auxiliary aid such as communication aids, cognition aids, personal mobility aids, and medical aids (e.g., canes, crutches, wheelchairs, hearing aids, oxygen tank, etc.). The RIA will ensure goods, services or facilities are accessible by individuals using assistive devices wherever possible or when requested.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person living with a disability can access our goods, services or facilities.
Service Animals
A service animal is any animal trained to do work or perform tasks for the benefit of a person living with a disability. The RIA recognizes the right of persons living with disabilities to be accompanied by their service animal to facilitate independence in accessing goods, services and facilities.
Accommodation will be made for service animals, taking into consideration the safety of others and laws that exclude service animals. If a service animal is excluded by another law, this will be communicated with the person living with a disability and other measures will be provided to ensure that the individual is able to access products and services.
If the need for a service animal is not clear, the person living with a disability must be prepared to show a letter from a regulated health care professional confirming that the service animal is required.
Support Persons
A support person is any person whether a paid professional, volunteer, family member, or friend who accompanies a person living with a disability in order to help with communication, personal care or medical needs or with access to products and services. A person living with a disability who is accompanied by a support person will be allowed to have the person accompany them while at the RIA, or during any engagement in RIA activities.
If confidential information will be discussed/shared, the RIA should seek consent (when possible) from the person living with a disability as well as obtaining a signed confidentiality agreement.
If there is a fee for services provided by the RIA and the organization determines that a support person is required, the RIA will waive the admission fee or fare (if applicable) for the support person.
Temporary Service Disruptions
The RIA will provide notice of a planned or unexpected disruption to the facilities or services.
This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternate facilities and services, if available. The information will be posted in accessible locations.
Examples of when notices are provided include:
- Reduced entrance/exit access due to construction or maintenance
- Outbreak of illness
- Reduced access to assistive devices due to maintenance
- Equipment malfunction (e.g., elevator shut-downs)
Communication and Information
The RIA communicates and provides information to people living with a disability in ways that address their needs. The RIA ensures website(s) meet the Web Content Accessibility Guidelines 2.0 Level AA and produces accessible documents, considering both print and digital accessibility.
Information about the availability of accessible formats and communication support will be available on the RIA’s website and can be provided in alternate formats, upon request.
When requests for accessible formats and communication support are made by persons living with a disability, the RIA uses the feedback process outlined in this Policy to ensure requests take into account the needs of the individual, are addressed in a timely manner, and are provided at no additional cost.
Feedback Process
The RIA welcomes feedback to help us identify barriers and to respond to and resolve concerns, taking into account the needs of people living with disabilities. This includes feedback from the public on how we provide accessible customer service, and from employees on their experience in the workplace.
Feedback may be provided in the following ways:
- Through email;
- By telephone;
- In-person; and
- Through other avenues as requested (for example, questionnaires).
The RIA is prepared to provide individuals with accessible formats for feedback upon request.
All feedback, including complaints, will be recorded and directed to the appropriate individual or department, including (but not limited to) Operations, Communications, and/or Human Resources.
The RIA is responsible for:
- Engaging the appropriate member(s) and/or team(s) of the RIA to review the feedback;
- Consulting with the person living with a disability to ensure their needs are considered in identifying a resolution;
- Responding to feedback and resolving concerns in a timely manner; and
- Maintaining confidentiality as appropriate.
Recruitment, Selection and Employment
The RIA is committed to ensuring that its recruitment and hiring processes are inclusive and barrier-free. The RIA notifies employees, job applicants and the public that accommodations can be made during recruitment and hiring. The RIA notifies job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. If accommodations are requested, the RIA consults with the applicant and provides or arranges for suitable accommodation.
The RIA notifies employees that support is available for those living with a disability as soon as practically possible after they begin their employment. The RIA will consult with employees when an accommodation request has been made. When required, the RIA will develop individual accommodation plans for employees.
The RIA has a written process in place for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
Where needed, the RIA will also provide customized emergency information to help an employee living with a disability during an emergency. With the employee’s consent, the RIA will provide workplace emergency information to designated persons who are providing assistance to that employee during an emergency.
The RIA will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodation needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies.
The RIA’s performance management, career development and redeployment processes take into account the accessibility needs of all employees.
Administration of the Policy
The RIA may amend the Policy from time to time as it deems appropriate. The Policy will at all times be applied in accordance with all applicable law. If the Policy is amended, the RIA will provide a copy of the amended Policy within 30 days of the changes being made.
The RIA will also provide a copy of the Policy to all new employees, volunteers, and those who provide services on behalf of the RIA within the first 30 days of their work with us. The RIA will retain a copy of the Policy for three years after the Policy ceases to be in effect.
Further Information
This Policy is publicly available. Accessible formats are available upon request.