Arjo Canada Inc.’s Commitment to Accessibility

Arjo Canada Inc. (“Arjo”) is committed to implementing, maintaining and enhancing accessibility with respect to employment and the use of all Arjo goods, services, programs and facilities in a timely manner for all persons with disabilities in a manner that:

• Respects their dignity and independence;

• Ensures reasonable efforts are made to provide an opportunity equal to that given to others; and

• Allows persons with disabilities to benefit from the same services, in the same place, and in a similar way to others, to the greatest extent possible.

 

Arjo Canada Inc.

General Accessibility Policy & Multi-Year Plan

April 2021

 

I. PURPOSE AND SCOPE

The purpose of this General Accessibility Policy and Multi-Year Plan (the “Accessibility Policy and Plan”) is to outline Arjo Canada Inc.’s (“Arjo”) commitment to improving accessibility and our strategy to identify, prevent and remove barriers to accessibility for persons with disabilities. 

This Accessibility Policy and Plan is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 (the “IASR”) made pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”).

II. STATEMENT OF COMMITMENT

Arjo is committed to treating all 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 accessibility needs of people with disabilities in a timely manner, and will do so by identifying, preventing and removing barriers to accessibility, and by meeting the accessibility requirements under the AODA.

III. GENERAL REQUIREMENTS

a. Establishment of Accessibility Policies and Plans

Arjo has established a Customer Service Accessibility Policy and an Employee Accommodation and Return to Work Policy in addition to this Accessibility Policy and Plan. All documents will be available upon request in an accessible format.

Arjo will update this Accessibility Policy and Plan at least every five (5) years to reflect progress and will consult with customers, employees and other stakeholders in the development and implementation of this Accessibility Policy and Plan.

b. Training

Arjo is committed to training all Ontario employees, volunteers, persons who participate in developing Arjo’s policies, and other persons who provide goods, services or facilities on behalf of Arjo (collectively referred to as “staff”), on Ontario’s accessibility laws, including the requirements of the IASR and the Ontario Human Rights Code, RSO 1990, c H 19 (the “Code”) as it relates to individuals with disabilities.

Training will be provided in a way that best suits the duties of its staff. Training will be provided to new employees on an ongoing basis. The training includes the following:

i. An overview of Ontario’s accessibility laws, including the AODA, the Customer Service Standard, the IASR and the Ontario Human Rights Code as it pertains to individuals with disabilities;

ii. How to interact and communicate with people with various types of disabilities;

iii. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;

iv. How to use the accessibility features that may help a person with a disability access Arjo’s goods, services, or facilities; and

v. What to do if a person with a disability is having difficulty in accessing Arjo’s goods and services.

Arjo will take the following steps to ensure staff are provided with the training needed to meet Ontario’s accessibility laws:

i. Assess duties and specific training needs of Ontario staff;

ii. Deliver training modules for all Ontario staff in accordance with Arjo’s Customer Service Accessibility Policy (the “Customer Service Training”);

iii. Deliver training modules on the accessibility requirements under the AODA, IASR and the Code (the “IASR Training”) to staff;

iv. Conduct the Customer Service Training and IASR Training on an ongoing basis for new Ontario staff, and when changes are made to Arjo’s accessibility policies, practices and procedures;

v. Determine an appropriate mechanism for managing and tracking completion of training by Ontario staff, and keep records of training provided in accordance with the requirements of the AODA.

c. Reporting Compliance

Arjo will file accessibility reports with Ontario’s Ministry of Seniors and Accessibility and Infrastructure every three years or as otherwise required under the AODA and IASR.

IV. INFORMATION AND COMMUNICATIONS

a. Feedback

Arjo welcomes all feedback, including feedback about the delivery of our goods, services, or facilities to people with disabilities. Arjo also welcomes feedback regarding its feedback process.

Individuals who wish to provide feedback to Arjo may do so in person or by:

Info.Canada@arjo.com

Arjo Canada Inc.

90 Matheson Blvd West

Suite 350, Mississauga ON, L2R 3R3

Feedback Forms can also be made available upon request in accessible formats.

All feedback, including complaints, will be directed to Kaitlyn Landon, Human Resources Manager. Individuals can expect to receive a response, if requested, within 10 business days.

Arjo will take the following steps to ensure our existing feedback process is accessible to people with disabilities upon request:

i. Conduct an assessment of the feedback process to ensure feedback mechanisms are accessible to persons with disabilities;

ii. As needed, consult with the person making the request or providing the feedback as to the suitability of feedback mechanisms available;

iii. As needed, provide alternative formats or communication supports for individuals to provide feedback;

iv. Notify the public about the availability of accessible formats and communications supports with respect to the feedback process by posting a notice on the Arjo Canada website

b. Accessible Formats and Communication Supports

Arjo is committed to meeting the communication needs of people with disabilities.

When requested, Arjo will provide publicly available information and communications materials in accessible formats or with communication supports in a timely manner and at no additional cost to the individual.

This includes publicly available information about our goods, services and facilities, as well as publicly available emergency information. When requested, Arjo will consult with people with disabilities to determine their information and communication needs.

Arjo will take the following steps to make sure all publicly available information is made accessible upon request:

i. Review accessible formats and communication supports currently available at Arjo;

ii. Review the current process in place for requesting accessible formats and communication supports;

iii. As needed and where practical, update the current the process for requesting accessible formats and communication supports;

iv. As needed and where practical, create additional accessible formats and communication supports for publicly available information;

v. Develop a process for responding to, approving or declining a request;

vi. Notify the public by posting a notice on the Arjo Canada website that, in accordance with AODA, accessible formats or communications supports may be made available on request.

c. Accessible Websites and Web Content

Arjo strives to ensure that our online content is easily accessible for all customers and employees.

Where practicable, Arjo will ensure that any new websites and content on any new websites conform with level A and level AA of the Web Content Accessibility Guidelines (WCAG) version 2.0 as recommended by the World Wide Web Consortium (W3C), in accordance with the AODA.

By January 1, 2021, where practicable, Arjo will take the following steps to make all websites and content conform with WCAG 2.0, Level AA, as required by the AODA:

i. Ensure IT and Marketing are aware of the IASR requirements with respect to accessible websites and web content;

ii. Ensure IT and Marketing conduct an assessment of current web functionality and take the necessary steps to ensure compliance and adequate accessibility features are in place by 2021.

V. EMPLOYMENT

Arjo is committed to fair and equitable employment practices. In accordance with this commitment, Arjo will take steps to identify existing barriers to accessibility and solicit employee feedback on how to minimize and eliminate those barriers.

a. Recruitment, Assessment and Selection Process

Arjo will notify its employees, the public and job applicants about the availability of accommodation for applicants with disabilities in the recruitment process by posting a notice on the Arjo Canada website and on its internal intranet website for Ontario. In addition, Arjo will:

i. Conduct a review of all mechanisms for job postings in Ontario;

ii. Incorporate language into all job postings in Ontario notifying applicants that Arjo will accommodate disabilities during the recruitment and selection process;

iii. Incorporate language into all notifications to applicants who are selected to participate in the assessment or selection process in Ontario that accommodation is available upon request in relation to the materials or process to be used;

iv. Ensure that any job applicants self-identifying as requiring accommodation in the recruitment process are consulted with to determine their individual accommodation needs;

v. Review the current hiring process (tests, assessments, interview rooms) to ensure barriers may be removed or accessible features provided, upon request;

vi. Review employment policies and procedures to ensure they reflect our commitment to employment practices which attract and retain employees with disabilities.

b. Notification of Supports

Arjo will take the following steps to notify successful applicants and employees of our workplace supports and policies for accommodating employees with disabilities:

i. Incorporate a section in each offer letter regarding Arjo’s accommodation policies and provide information on where employees can access additional information;

ii. Incorporate training and awareness of Arjo’s workplace supports and accommodation policies into orientation procedures;

iii. Provide updated information to employees whenever there is a change to its existing accommodation policies;

iv. Notify employees of its workplace supports and accommodation policies and any changes to those policies by posting a notice on its internal intranet website for Ontario

c. Accessible Formats and Communication Supports

Where an employee with a disability requests it, Arjo will consult with an employee to provide or arrange for the provision of accessible formats or communication support for the following:

i. Information that is needed for the employee to perform his or her job;

ii. Information that is generally available to employees in the workplace.

Arjo will consult with the employee making the request in determining the suitability of an accessible format or communication support.

d. Documented Individual Accommodation Plans

Arjo has developed a written process for developing individual accommodation plans for employees with disabilities. This process is documented in the Arjo Canada Inc. Workplace Accommodation Policy and Procedures and can be found on the Arjo Intranet. The process for developing individualized accommodation plans has been developed in accordance with the requirements of the AODA and the Code.

e. Return to Work Process

Arjo has developed a return to work process for its employees who have been absent from work due to a disability. This process is documented in the Employee Accommodation and Return to Work Policy. The process has been developed in accordance with the requirements of the AODA and the Code.  

f. Performance Management, Career Development and Advancement

Arjo will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account when Arjo is using performance management, career development and/or redeployment processes:

i. Assess current performance review, career development and/or redeployment processes to ensure accessibility features are incorporated and accessibility needs are considered;

ii. Consider any individualized accommodation plans when conducting performance assessments, managing career development, or redeploying employees;

iii. Ensure promotion criteria, practices and processes take into account the accessibility needs of employees with disabilities, as well as individualized accommodation plans;

iv. Ensure equal opportunities for employees with disabilities to undertake professional development, such as attending courses or seminars.

g. Workplace Emergency Response Information

Arjo 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 the employer is aware of the need for accommodation as soon as practicable.

Arjo will take the following steps to ensure individualized workplace emergency response information and plans are in place:

i. Develop and implement a process for consulting with employees to determine accommodation needs;

ii. Where accommodation needs are identified, work with employees requiring accommodation to develop an individualized workplace emergency response plan;

iii. Ensure consent is obtained from the employee to share information with those designated to provide assistance to the employee in the event of an emergency;

iv. Review the individualized workplace emergency response plan and information when the employee moves to a different location in Arjo, when the employee’s accommodation needs or plans are reviewed, and when Arjo reviews its general emergency response policies.

h. Privacy and Confidentiality

All records associated with accommodation requests will be maintained in a secure location, separate from employees’ personnel files and will only be shared with persons who need the information.

Arjo and all individuals involved in the accommodation process will comply with the requirements of the AODA to protect personal information.

VI. DESIGN OF PUBLIC SPACES

Arjo will meet the Accessibility Standards for the Design of Public Spaces when building new public spaces or making major modifications to current public spaces where applicable. Currently Arjo does not have any public spaces.

VII. MODIFICATIONS TO THIS AND OTHER POLICIES

Arjo is committed to developing accessibility policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this Accessibility Policy and Plan before considering the impact on persons with disabilities.

Any policy of Arjo that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

For more information about Arjo’s Accessibility Policy and Plan, contact Kaitlyn Landon, Human Resources Manager.

By Mail:	Arjo Canada Inc. 90 Matheson Blvd West Suite 350, Mississauga ON, L2R 3R3
By Email:	Info.Canada@arjo.com
By Phone:	(905) 238-7880
By Fax:	AHCA.PO@arjo.com

Arjo will post this Accessibility Policy and Plan, as well as its Customer Service Accessibility Policy on its website and on its internal intranet website for Ontario.

 

CUSTOMER SERVICE STANDARD POLICY

I. Purpose and Scope

Arjo is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity. Our goal is to provide all customers, including those with disabilities, with the same opportunity to access and use Arjo's goods and services. If a barrier to accessing our goods and services cannot be removed, we will seek alternative ways to access the goods and services.

This Customer Service Standards Policy (the “Policy”) applies to the delivery of all goods and services by Arjo in the province of Ontario. This policy applies to all Arjo employees, contractors, and volunteers who work in Ontario, as well as third parties who provide goods, services or facilities on behalf of Arjo.

The following policies and practices are intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act (“AODA”) and its Customer Service Standards. 

II. Providing Goods and Services to People with Disabilities

a. Accessible Formats and Communication Supports

Arjo will communicate with customers with disabilities in ways that take into account their disability. We will train employees who communicate with customers on how to help identify potential barriers to access and to interact and communicate with people with various types of disabilities. When requested, Arjo will provide accessibility policies and other information and communications materials in accessible formats or with communication supports in a timely manner and at no additional cost to the individual. This includes publicly available information about our goods, services and facilities as well as publicly available emergency information. Arjo will consult with people with disabilities to determine their information and communication needs.

b. Assistive Devices

Arjo will ensure that our staff are trained and familiar with various assistive devices we have on site, if any, or that we provide, if required, that may be used by customers with disabilities while accessing our goods and services, including but not limited to: mobility aids, hearing aids and other devices, visual aids, communication aids.

If an assistive device may pose a risk to health and safety of the customer or others on the premises, Arjo will accommodate the customer by providing an alternative where possible. 

c. Service Animals and Support People

Service animals such as guide dogs, hearing dogs, seizure response dogs, and other certified service animals shall be permitted entry to Arjo  premises that are open to the public unless otherwise excluded by law. Where excluded by law, Arjo will ensure that other measures are made available to enable the customer with a disability to access or use the goods and services.

A support person shall also be permitted to accompany a person with disabilities to all Arjo  facilities that are open to the public.

Individuals are required to provide their own support person(s) and to confirm that Arjo  is authorized to communicate with the support person with respect to the individual’s personal information.

Arjo will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

d. Notice of Temporary Service Disruption

If any services to accommodate disabled customers are interrupted in a way that would limit them from gaining access to Arjo's facilities, goods or services, customers will be notified. Notice of the temporary interruption will be placed on Arjo's website and/or another conspicuous location, and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

III. Training

Arjo will provide customer accessibility training to all of its employees and volunteers who work in Ontario and provide goods or services, and all those who are involved in the development and approvals of customer service policies, practices and procedures. 

Training will include the following:

• The purposes of the AODA legislation 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 support person.
• How to use personal assistive devices on premises to help with the provision of goods or services to people with disabilities.
• What to do if a person with a disability is having difficulty accessing Arjo's goods and services.
• Arjo's policies, practices and procedures relating to accessible customer service.

Training will be provided during orientation and on an ongoing basis when changes are made to these policies, practices and procedures.

IV. Feedback

Customers who wish to provide feedback about the accessibility of our goods, services and facilities can contact Arjo's Human Resources Manager using one of the following methods:

Phone: 1 800-665-4831 Ext. 88415

Email: Info.Canada@arjo.com

Mail: Arjo Canada Inc.

90 Matheson Blvd West

Suite 350, Mississauga ON, L2R 3R3

Arjo will respond to feedback requests within fourteen (14) business days.

V. Notice of Availability

A hard copy of the Policy is available upon request by calling and/or emailing, 1 800-665-4831 Ext. 88415 and/or Info.Canada@arjo.com. The Policy will be made available in an accessible form, upon request.

VI. Modifications to Policies

Arjo  is committed to developing accessibility policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this Policy before considering the impact on persons with disabilities.

Any policy of Arjo that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Administration

Human Resources is responsible for the administration of this policy. If customers or employees have any questions regarding this policy, they may contact Human Resources at 1 800-665-4831 Ext. 88415 or Info.Canada@arjo.com.

Dated:

June 30, 2021

Kaitlyn Landon Human Resources Manager