HumanaCare's AODA Policy

HumanaCare Organizational Resources Inc. is committed to adhering to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). This Act ensures that all Ontarians have fair and equitable access to programs & services and to improve opportunities for persons with disabilities. The Act has a phased in approach, but the end goal will be to have all businesses in Ontario comply with these areas:

  • Customer Service Standards
  • Information and Communication
  • Employment
  • Transportation
  • Built Environment

Purpose of this Policy

The purpose of this policy is to outline responsibilities of employees, volunteers and others who deal with the public or other third parties on behalf of HumanaCare, Inc. in providing goods and services to people with disabilities in compliance with the Accessibility for Ontarians with Disabilities Act, 2005. The Regulations, under the AODA, establish accessibility standards companies must meet when dealing with members of the public, including requirements for information, communications, training and employment.

Who this policy includes?

This policy applies to all employees, volunteers and others who deal with the public or other third parties on HumanaCare’s behalf in the province of Ontario. If we have employees, volunteers etc. that are based outside of Ontario this policy does not apply to them by law; although, we want to ensure that everyone adheres to these principles.


Our Policy Details

Our Commitment
HumanaCare strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. HumanaCare will review our commitment every five (5) years and ensure barriers to accessibility are addressed. HumanaCare will provide the necessary training to staff to ensure compliance.

Accessible Emergency Information
HumanaCare is committed to providing our customers and clients with publicly available emergency information in an accurate way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers and clients by alternate methods if telephone communication is not suitable to their communication needs or is not available.

Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefitting from HumanaCare’s services. If the assistive devices, determined by HumanaCare, poses a risk to the health and safety of a person with a disability or the health and safety of others on the premises, we may request that the assistive device to removed or stopped. The person with a disability must ensure that their assistive device is operated in a safe and controlled manner at all times.

We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties and where the animal is not prohibited by governing law. HumanaCare staff may ask the owner to provide appropriate supporting documentation of the service animal if need be. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. It is the responsibility of the person with the disability to ensure that their service animal is kept in control at all times; including controlling the behaviour of the animal, cleaning up after the animal, and being responsible for any damage the animal may cause to HumanaCare or its landlord’s property.

Support Person
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter HumanaCare’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption
HumanaCare will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. This notice will be placed at all public entrances of properties owned by HumanaCare.


Our Procedure

HumanaCare is committed to fair and accessible employment practices. HumanaCare will make all reasonable efforts to accommodate persons with disabilities throughout the selection process.

HumanaCare will work with persons with a disability to make adjustments to the selection process in a way that best suits their needs.

HumanaCare will work with employees with disabilities to develop a formal, written, individualized accommodation plan which will be reviewed and updated as need be. HumanaCare staff will be advised of our commitment to accommodating employees with disabilities in order to provide equal opportunity of employment.

We will work with the employee, their medical provider and/or insurance provider to take develop and put in place process for developing individual accommodation plans and return to work policies for employees that have been absent due to a disability.

HumanaCare will take into account the accessibility needs of employees with disabilities and individual accommodation plans through our performance management process in using performance management, career development and advancement of its employees with disabilities.

Training for Staff
HumanaCare will provide training to all employees, and others who are expected to deal with members of the public or other third parties on our behalf. Training is delivered to all full time and part time staff. Training will include the following:

  • Accessibility for Ontarians with Disabilities Act, 2005 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 a support person;
  • How to use equipment or devices that are available at your premises or that may help customers with disabilities;
  • What to do if a customer with a disability is having difficulty accessing your service; and Developed policies, procedures and practices surrounding the legislation.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Information and Communication

HumanaCare is committed to meeting the communication needs of people with disabilities. We will take steps to ensure new content to HumanaCare’s web site conforms to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level and fully compliance by 2021.

Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All HumanaCare’s policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.

Feedback Process
Comments on our services and our accessibility program regarding how well our program is doing are welcome and appreciated. Feedback regarding the way HumanaCare provides goods and services to people with disabilities can be made to Human Resources, in writing, in email, in person, or telephone, at the following address:

  • Email with the subject “AODA”
  • In writing to the Attention to Human Resources
  • By telephone requesting Human Resources
  • In person to Reception or HR at our 7030 Woodbine, Suite 102, Markham office

The customer is requested to provide their name, email address and phone number. Once feedback is received, the following actions are taken to respond:

  • The feedback is directed to the appropriate person at HumanaCare for action
  • The feedback is assessed for appropriate action (note: the customer service standard does not require a response to be provided for all feedback)
  • Customers who require feedback can expect an answer within 5 business days

The feedback process is readily available to the public through:

  • A notice on the HumanaCare website
  • Signs in the reception areas
  • Other communication channels, as appropriate:

Human Resources

7030 Woodbine Ave. Suite 102
Markham, ON L3R 6G2
Phone: 800-661-8193

Questions about this policy this policy exists to achieve service excellence to customers with disabilities. Questions about this policy can be directed to Human Resources at HumanaCare at This policy is available in alternate formats upon request.


Jamie Marcellus, President

Last Updated: Dec 19, 2016