Accessibility Policies



This 2011-2023 accessibility plan outlines the
policies and actions that will be put in place to
improve opportunities for people with disabilities.


In fulfilling our mission, Catholic Community Services of York Region  (CCSYR) is committed to providing its programs and services in a way  that respects the dignity and independence of persons with disabilities.  Our agency is committed to giving persons with disabilities the same  opportunity to access our programs and services to benefit from those  services, in the same place and in a similar way as other clients.


November 2011

1. Accessible Customer Service Policy

Developed this policy to meet the requirements of Accessibility  Standards for Customer Service, Ontario Regulation 429/07 under the  Accessibility for Ontarians with Disabilities Act 2005, and applies to the  provision of goods and services to the public or other third parties, not  to the good themselves.

  • All goods and services provided by CCSYR shall follow the principles  of dignity, independence, integration and equal opportunity.

  • This policy applies to employees, volunteers, agents and/or  contractors who deal with the public or other third parties that act on  behalf of CCSYR, including when the provision of goods and services  occurs off the premises of CCSYR such as in: delivery services, in  schools, Welcome Centres, Satellite Offices, and third party delivery  agencies.

  • This policy addresses the following:

         a. Use of assistive devices

         b. Use of guide dogs, service animals and service dogs

         c. Use of support persons

         d. Notice of Service Disruptions

         e. Customer Feedback Process

         f. Training

         g. Notice of availability and format of required documents.

2. Accessibility Standard for Customer Service Compliance Checklist

Designed this checklist using the requirements listed under the  Accessibility Standards for Customer Service Ontario Regulation 429/07  to assist CCSYR staff in becoming compliant by January 2021.

  • Developed practices and procedures that follow policy guidelines that  are consistent with the core principles of independence, dignity,  integration and equal opportunity.

  • Developed communication plans and strategies that consider clients  and take into account individual disabilities.

  • Developed other measures to enable client to access CCSYR goods and  services in the event that the assistive device presents a safety  concern or where accessibility might be an issue.

3. Customer Service Feedback Form

  • Designed this form in order to make it available to clients and to see if  the service provided was accessible and/or there are problems in  accessing our services and comments regarding the same.

  • Clients may provide feedback by completing an onsite Customer Service  Feedback Form or may give their feedback verbally to any CCSYR staff  person.


December 2011 to January 2012

  • Staff and volunteers completed the AODA Training.

  • Program Managers acknowledged that their team have read and  understand the Accessibility Standards for Customer Service Policy of  CCSYR and that they will adhere to its guiding principles.

2014 – 2017

  • Provided training to Management about rights and responsibilities  under the Code and the Accessibility for Ontarians with Disabilities Act (AODA).

  • Included in the training the Integrated Accessibility Standard  Regulations (IASR) and the Ontario Human Rights Code, as it relates to  people with disabilities.

2017 – 2021

  • Continued to train new staff, placement students and volunteers  through the onboarding process and trained existing staff with respect  to any changes to accessibility policies.

March – October, 2019

  • Retrained staff and volunteers


  1. Workplace Accommodation Policy

It is the policy of CCSYR to provide accommodated opportunities to employees who have experienced an injury, or have a known physical  or mental impairment as defined under the Ontario Human Rights  Code.

 November 2011

  • If a reasonable workplace accommodation is implemented, the  Executive Director or a designate shall periodically confer with the  employees with the disability to determine continuation,

  • discontinuation or modification of the workplace accommodation. ∙ Give individualized emergency response information.

  • Get their consent, then share this information with anyone designated  to help them in an emergency.

  • Review the emergency response information when:

    • the employee changes work locations

    • there are changes in the employee’s overall accommodation  needs

    • there are changes in the organization emergency response  policy.

2. AODA Customer Service Fact Sheet

January 2012

  • Summarized interesting facts and what to do on day-to-day situations  when meeting a person with disability (blind, visually impaired,  deafblind) and offering assistance.

February 2012

  • The Executive Director sent memo/email to all Program Managers to  review the updated AODA policy with their staff, make a list and have  them sign off.

    • Updated policy that reflects the new AODA requirements.

    • Incorporated in the policy the AODA Customer Fact Sheet.


January 1, 2014

  • Re-launched CCSYR’s website with knowledge of WCAG 2.0  guidelines.


CCSYR 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 needs of people 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 (AODA).

AODA Updates and Compliance

April 2012

  • Updated the Human Resources Policy Manual – to include under the  Equal Employment/Accessibility/Accommodation:

    • Workplace Accommodation Policy

    • Accessible Customer Service Policy

December 24, 2012

  • Filed 2012 Customer Service Accessibility Report

December 11, 2014

  • Filed the AODA Self-Certified Accessibility Report

December 2014

  • Established an outline and determined what would be done to implement Integrated Accessibility Standards Regulation (IASR) requirements.

  • Implemented requirements of multi-year plan.

January 1, 2015

  • Undertook the following steps to make sure existing feedback  processes are accessible to people with disabilities upon request:

    • Ensured that the Customer Service Feedback Form is available at  all CCSYR’s location.

    • Posted statement on CCSYR website about availability of accessible formats/supports, upon request.

    • Posted the process for providing feedback about the delivery of  services to persons with disabilities on CCSYR’s website.

December 19, 2017

  • Filed 2017 Accessibility Compliance Report

December 17, 2020

  • Updated website accessibility

 December 30, 2020

  • Reviewed AODA Multi-Year Plan re: Website requirements ∙ Website and web content conforms to WCAG 2.0 Level AA.

June 2021

  • Reviewed and updated this plan

  • Ensured ongoing compliance

 June 28, 2021

  • Filed 2020 Accessibility Compliance Report

2021 – 2023

  • To review and update this plan and ensure that persons with disability  have full access to goods, services, facilities, accommodations,  employment, building structures and premises by January 1, 2025.

December 31, 2023

  • To file Accessibility Compliance Report

Updated: June 30, 2021

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