Accommodation can be provided upon request for accessible recruitment
AODA Customer Service Standard Policy
PURPOSE
In accordance with Ontario Regulation 429/07 and Customer Service Standard under the Accessibility for Ontarians with Disabilities Act, 2005, (AODA) the Quantum group of companies (Quantum Management Services Ltd., Quantum Technology Recruiting Inc., and Alternacare Inc.), hereinafter referred to as “Quantum”, is committed to the standards in meeting the accessibility needs of persons with disabilities.
SCOPE
The scope of this policy extends to all customers/clients who physically visit or contact a Quantum Ontario branch office and temporary or contract workers placed on an assignment for a Quantum client.
STANDARD
Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the services provided by and on behalf of Quantum. Quantum is committed to providing exceptional and accessible services for its candidates, clients and visitors. Services will be provided in a manner that respects the dignity and independence of all. The provision of services to persons with disabilities will be integrated wherever possible.
Definitions:
Accessible = Means customer service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, or entered; obtainable.
Disability = As defined by the AODA and The Ontario Human Rights Code, is:
a) Any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness;
b) A condition of mental impairment or a developmental disability;
c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
d) A mental disorder;
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; AODA Customer Service Standard Policy
Service Animal = An animal for a person with a disability, if it is readily apparent that the animal is used by the person for reasons relating to his/her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support Person = A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to services.
Customer/Client = Refers to candidates, clients and others within this context.
Assistive Device = A technical aid, communication device or medical aid, modified or customized, that is used to increase, maintain or improve the functional abilities of people with disabilities.
Barrier = As defined by the AODA, means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability. This includes a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.
ACCESSIBILITY OF SERVICES
Communication:
Quantum strives to communicate with customers/clients with a disability in a manner that takes into account both the disability and the person’s preferred method of communication. Common communication methods include telephone, email, in person and written.
The availability of accessibility services will be communicated to the customer/client upon contact, via telephone, email, company websites or posted signs where possible.
Assistive Devices, Service Animals and Support Persons:
Customers/clients with a disability are permitted to use their own assistive devices on Quantum premises, where possible. Should any barriers exist, then Quantum will make every reasonable effort to remove or limit the barrier based on the customer/client’s preferred method.
Customers/clients with a disability may be accompanied by a service animal while on Quantum premises. Quantum may request documentation to affirm. The service animal must be under the care and control of the individual at all times.
Customers/clients with a disability may be accompanied by a support person on Quantum premises. The person with a disability is not prevented from having access to the support person.
Notice of Temporary Service Disruptions:
Quantum shall post notices at the site of disruption when accessible services are not available. Any notice of disruption will contain the following:
- Reason for the disruption
- Anticipated duration
- Alternative facilities or services
Registration, Training and Testing:
Registration, testing and training at Quantum are done through various methods, such as, our websites, our platforms, third party platforms, email, hard copies, in person, etc.
Our websites and platforms are equipped with web accessibility functionality. This accessibility function is compliant within the WCAG 2.0 Level AA requirements.
The third-party platforms we subscribe to, as well as any emails you receive from us, can be made accessible utilizing computer/mobile device accessibility features.
While our processes are in place due in part to our current remote work standards, we are able to accommodate the registration, training, and testing functions in person, if appropriate, where possible. In that event specific disability requirements will be considered.
FEEDBACK AND COMPLAINTS AND INVESTIGATION
The opportunity to provide feedback in any method is communicated within each Quantum employee’s email signature. Feedback methods include by telephone, fax, in person, written and email. All feedback will be forwarded to management and Human Resources and a response will be provided within a reasonable timeframe in the appropriate communication method.
COMMUNICATION
Quantum utilizes various methods in communicating its policies and programs, such as, e-mail, onsite training, physical board postings, online, etc.
TRAINING
Temporary or contract workers placed on an assignment for a Quantum client will be trained on the AODA Customer Service Standard through Quantum’s online email link. This training will take place upon the start of the individual’s first assignment. The training includes a test and a confirmation code will be provided upon completion. Individuals are required to provide confirmation of training/testing completion by replying via email to the original sender. Results are documented in the candidate profile of the Applicant Tracking System (ATS).
EVALUATION
An evaluation of this policy will be conducted annually by Human Resources. Evaluation is done using various methods: surveys considering legislative updates, comparison against the standard, training effectiveness, audits, interviews, and/or observations and changes are made where required.
LEGISLATION
Ministry of Community and Social Services:
Accessibility for Ontarians with Disabilities Act
Accessibility Standards for Customer Service (Ontario Regulation 429/07)
Ontario Human Rights Code, R.S.O. 1990, c. H.19
AODA Integrated Accessibility Standard Policy
PURPOSE
In accordance with Ontario Regulation 191/11, Integrated Accessibility Standard (“IASR”) under the Accessibility for Ontarians with Disabilities Act, 2005, (AODA) the Quantum group of companies (Quantum Management Services Ltd., Quantum Technology Recruiting Inc., and Alternacare Inc.), hereinafter referred to as “Quantum”, is committed to the standards in meeting the accessibility needs of persons with disabilities.
SCOPE
The scope of this policy extends to all customers/clients who physically visit or contact a Quantum Ontario branch office, internal employees, candidates applying for internal positions and temporary or contract workers placed on an assignment for a Quantum client.
STANDARD
Under Ontario Regulation 191/11 – Integrated Accessibility Standard, Quantum’s policy states our commitment and application of the integrated standards of this regulation: Information and Communication Standard and the Employment Standard (note: the Transportation Standard and Design of Public Spaces Standard do not apply to Quantum).
In order to achieve our goals, Quantum has developed a multi-year Accessibility Plan which documents our strategy and commitment to meet the applicable standards of the IASR.
Definitions:
Accessible Formats = Materials that have been converted to accessible formats which may include, but are not limited to, large print, electronic formats and other formats usable by persons with disabilities.
Accommodation = A special arrangement made or assistance provided so that persons with disabilities can participate in the experiences available to others. Accommodation shall vary depending on the person’s specific accessibility needs.
Communication Supports = Methods and aids that facilitate effective communications with persons with disabilities that may include, but is not limited to, , alternative and augmentative communication supports, plain language, etc.
Disability = As defined under the AODA and the Human Rights Code as:
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;
b) A condition of mental impairment or a developmental disability;
c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
d) A mental disorder; or
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.
1. Information and Communication Standards
Quantum shall create, provide and receive information and communication in methods that are accessible to persons with disabilities.
If it is determined that it is not technically feasible to convert the information or communication, or the technology to convert these is not readily available the person requesting the information shall be provided with an explanation.
The opportunity to provide feedback in any method is communicated within each Quantum employee’s email signature. Feedback methods include by telephone, fax, in person, written and email. All feedback will be forwarded to management and Human Resources and a response will be provided within a reasonable timeframe.
Quantum shall make their company Internet and web content conform to the World Wide Web Consortium Web Content Accessibility Guidelines within the timelines of the legislative requirements.
2. Employment Standards
The employment standards builds upon the present requirements under the Ontario Human Rights Code in relation to accommodating persons with disabilities through the job application process and the employment relationship. It applies in respect to employees, volunteers, unpaid interns, and other persons.
At Quantum, we welcome all applicants of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status (including single status), gender identity, gender expression, receipt of public assistance (in housing only), record of offences (in employment only), sex (including pregnancy and breastfeeding), and sexual orientation.
The availability of accessible services will be posted on our website and in our emails. Should the applicant require and disclose their disability, Quantum shall take reasonable efforts to accommodate, where appropriate and possible, in the recruitment and selection process of employees, i.e. providing information in advance in an appropriate format, allowing support person, lighting and noise adjustments, etc. Accommodation requirements for temporary assignments shall be documented in Quantum’s ATS and shared with our clients, upon consent. Further to this, specific emergency response information shall also be documented and disclosed with consent. Upon placements at subsequent assignments, Quantum shall review the limitation and accommodation needs to assess ability to work.
Quantum shall maintain a return-to-work process for its workers who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The work process shall take into account individualized requirements for the worker. Should the individual be involved in a return to work process then the individual requirements shall be considered and/or updated during that time.
GENERAL STANDARDS
Transportation Standards:
The Transportation Standards requirements do not apply to the company.
Design of Public Spaces Standards:
The Design of Public Spaces Standards requirements do not apply to the company.
Multi-Year Accessibility Plan:
Quantum has created a multi-year Accessibility Plan outlining a phased-in approach to prevent and remove barriers and address the current and future requirements of the AODA. Quantum will prepare an annual status report on the progress and measures taken to implement our Accessibility Plan. The plan shall be reviewed and updated at least every five years or as required.
COMMUNICATION
Quantum utilizes various methods in communicating its policies and programs, such as, e-mail, onsite training, physical board postings, online, etc.
TRAINING
Employees, volunteers, unpaid interns, and other persons perform self-paced learning through Quantum’s online accessibility training that is appropriate to their duties. This training includes Ontario’s Accessibility Laws and the Human Rights Code upon the start of the individual’s first assignment. The training includes a test and a confirmation code will be provided upon completion. Individuals are required to provide confirmation of training/testing completion by replying via email to the original sender. Results are documented in the candidate profile of the Applicant Tracking System (ATS).
EVALUATION
An evaluation of this policy will be conducted annually by Human Resources. Evaluation is done using various methods: surveys considering legislative updates, comparison against the standard, training effectiveness, audits, interviews, and/or observations and changes are made where required.
LEGISLATION
Ministry of Community and Social Services:
Accessibility for Ontarians with Disabilities Act
Integrated Accessibility Standards (Ontario Regulation 191/11)
Ontario Human Rights Code, R.S.O. 1990, c. H.19
5 Year Accessibility Plan
CUSTOMER SERVICES STANDARDS POLICY
1. ACCESSIBILITY OF SERVICES
Communication methods and availability of services
Accessibility notices and service requests are on all email signatures and websites.
Physical office locations are accessible.
Recruitment Services (registration and recruitment processes) can be adapted to specific accessibility needs.
Requests for accommodation, such as Assistive Devices, Service Animals and Support Persons are accepted where possible.
STATUS: In progress
Assistive Devices, Service Animals and Support Persons; permitted to use and we will remove barriers
Requests for accommodation, such as Assistive Devices, Service Animals and Support Persons are accepted where possible.
Should an accessibility barrier be identified then appropriate steps shall be taken to remove the barrier.
STATUS: completed
Notice of Temporary Service Disruptions; posting notices when accessibility disruption
No further action to take.
If/when there is accessibility disruption, appropriate notices are posted with relevant information.
STATUS: completed/in progress
Registration, Training and Testing
Registration, testing and training at Quantum is done through various methods, such as, our websites, our platforms, third party platforms, email, hard copies, in person, etc.
Our websites and platforms are equipped with web accessibility functionality. This accessibility function is compliant within the WCAG 2.0 Level AA requirements.
The third-party platforms we subscribe to, as well as any emails you receive from us, can be made accessible utilizing computer/mobile device accessibility features.
While our processes are in place due in part to our current remote work standards, we are able to accommodate the registration, training, and testing functions in person, if appropriate, where possible. In that event specific disability requirements will be considered.
STATUS: completed
2. FEEDBACK, COMPLAINTS AND INVESTIGATION
The opportunity to provide feedback and the response therein.
The company shall respond accordingly to feedback on our accessible services. If there is a barrier identified, then the company shall take appropriate and reasonable efforts to correct.
STATUS: completed/in progress No further action to take.
INTEGRATED ACCESSIBILITY STANDARD POLICY
1. INFORMATION AND COMMUNICATION STANDARDS
Accessible communication methods and/or explanations, providing feedback and compliance with WCAG requirements
Our communication methods are via phone, email and texts. Email and texts and mobile phones can be accessible utilizing computer/mobile device accessibility features.
Our websites and platforms are equipped with web accessibility functionality. This accessibility function is compliant within the WCAG 2.0 Level AA requirements.
The following text is available in our email signatures and company websites:
The company shall respond accordingly to feedback on our accessible services. If there is a barrier identified, then the company shall take appropriate and reasonable efforts to correct.
STATUS: In progress
2. EMPLOYMENT STANDARDS
Accommodating employees with disabilities as per human rights legislation, advising of policies and procedures and the availability of support, providing formats and supports the employee would need to perform the job, developing individual accommodation plans as required (including upon return to work) requesting disclosure from new (and existing) employees and developing custom evacuation plans as required
The company’s policies are consistent with the definitions of disability in the Ontario Human Rights Code.
The policies for our internal employees are available in the employee handbook posted on a third-party website; the policy and/or handbook can be made available in hard copy form.
The policies for our temporary employees are available in our platform, with web accessibility functionality.
If/when an accessibility barrier is identified then appropriate steps shall be taken to remove the barrier.
Accommodation and evacuation plans for individuals who have voluntarily disclosed their disability(s) are developed as required.
New internal employees are asked to disclose accessibility requirements in their HR forms. The employee, together with HR will review and then collaborate on the plans required, if at all.
For our temporary employees, disability information is voluntarily disclosed/collected, documented appropriately in our applicant tracking system for appropriate assignment placement at our client sites and where necessary individual accommodation/evacuation plans will be coordinated.
When our internal workforce resumes a return to office in some capacity, then individual disability information will be collected/documented (voluntarily) in an
appropriate manner in our HRIS and where necessary individual accommodation/evacuation plans will be coordinated.
At that time and in that capacity, these details will be trained, oriented and posted appropriately for our on-site First Aiders, Fire Wardens and Fire Marshal and the employee’s manager. This plan is in progress.
STATUS: In progress
3. TRANSPORTATION STANDARDS
N/A
4. DESIGN OF PUBLIC SPACES
N/A