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Service Corporation International (Canada)
ULC Accessibility for Ontarians with Disabilities
Policy and Procedures

SCOPE
STATEMENT OF COMMITMENT
ACCOUNTABILITIES AND RESPONSIBILITIES
GENERAL DEFINITIONS
      Accessible Formats
      Assistive Device
      Barrier
      Communication Supports
      Disability

PART 1 - PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
      1.       PURPOSE & BACKGROUND
      2.       STATEMENT OF COMMITMENT AND ACCOUNTABILITIES
      3.       SCOPE
      4.       ADDITIONAL DEFINITIONS:
                  4.1. Guide Dog
                  4.2. Service Animal
                  4.3. Support Person
      5.       THE PROVISION OF GOODS AND SERVICES TO PERSONS WITH DISABILITIES
                  5.1. Communication
                  5.2. Telephone Services
                  5.3. Assistive Devices
                  5.4. Billing/Invoicing
                  5.5. Use of Service Animals
                  5.6. Employment
                  5.7. Allergies
                  5.8. Facilities
                  5.9. Notice of Temporary Disruption
      6.       TRAINING FOR ASSOCIATES
      7.       AVAILABILITY AND FORMAT OF DOCUMENTS (ALTERNATIVE FORMATS)
      8.       MODIFICATIONS TO THIS OR OTHER POLICIES
      9.       FEEDBACK PROCESS
      10.    QUESTIONS ABOUT THIS POLICY
      11.    ADMINISTRATION
      12.    SCHEDULE 1 – SCIC’s ACCESSIBLE CUSTOMER SERVICE PRINCIPLES
                  12.1. Dignity
                  12.2. Independence
                 12.3. Integration
                  12.4. Equal Opportunity
     13.    SCHEDULE 2 – AODA Feedback Form

PART 2 – INTEGRATED ACCESSIBILITY STANDARDS REGULATION POLICY
      1.       PURPOSE & BACKGROUND
      2.       STATEMENT OF COMMITMENT AND ACCOUNTABILITIES
      3.       ACCESSIBILITY PLAN
      4.       TRAINING ASSOCIATES AND VOLUNTEERS
      5.       INFORMATION AND COMMUNICATIONS STANDARDS
                  5.1. Feedback
               5.2. Accessible Formats and Communications Supports
               5.3. Accessible Websites and Web Content
      6.       Employment Standards
                  6.1. Recruitment
                  6.2. Recruitment, Assessment or Selection Process
                  6.3. Notice to Successful Applicants
                  6.4. Informing Associates of Supports
                  6.5. Accessible Formats and Communication Supports for Associates
                  6.6. Workplace Emergency Response Information
                  6.7. Documented Individual Accommodation Plans
                  6.8. Return to Work Process
                  6.9. Performance Management, Career Development and Advancement & Redeployment
     7.       QUESTIONS ABOUT THIS POLICY

PART 3 – MULTI-YEAR ACCESSIBILITY PLAN
      ACCESSIBILITY PLAN
      1.       STATEMENT OF COMMITMENT AND ACCOUNTABILITIES
      1.       CUSTOMER SERVICE
      2.       INFORMATION AND COMMUNICATIONS
      3.       POLICIES AND TRAINING
      4.       EMPLOYMENT
      5.       ACCESSIBILITY PLAN REVIEW
      6.       FEEDBACK
      7.       QUESTIONS ABOUT THIS PLAN OR RELATED POLICY & PROCEDURE

SCOPE

The Accessibility for Ontarians with Disabilities Act, 2005 ("the AODA") is a provincial act with the purpose of developing, implementing and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

STATEMENT OF COMMITMENT

Service Corporation International (Canada) ULC (“SCIC”) is committed to providing a respectful, welcoming, accessible, and inclusive environment for all persons with disabilities in a way that is respectful of the dignity and independence of people with disabilities and in a manner which takes into account the person's disability and embodies the principles of integration and equal opportunity.

SCIC is committed to becoming a barrier free environment and meeting the requirements of all existing legislation and its own policies and goals related to identifying, removing and preventing barriers to people with disabilities that might interfere with their ability to interact with SCIC.

SCIC ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities.

SCIC is committed to, and will strive to ensure that, the Accessibility for Ontarians with Disabilities Act (AODA), 2005, its regulations, standards and all other relevant legislation concerning accessibility, are rigorously observed in a timely fashion.

ACCOUNTABILITIES AND RESPONSIBILITIES

SCIC Executive Committee Is Accountable To And Responsible For:

The governance of the policy.
Compliance with legislative requirements, including fiscal responsibility, human costs and human rights issues.
Support and promotion of the policy in their area of direct report and throughout the organization.
Driving the culture to a high level of understanding regarding disability and accommodation.

SCIC Directors And Managers Are Accountable To And Responsible For:

Fostering open and constructive communication.
Demonstrating sensitivity to and respect confidentiality of information.
Raising awareness to facilitate understanding of the policy.
Participating and co-operating to facilitate workplace accommodation.

SCIC Associates Are Accountable To And Responsible For:

Participating and cooperating with all parties to facilitate workplace accommodation.

SCIC Human Resources Is Accountable To And Responsible For:

Participating and cooperating with all parties.
Acting as a resource for all parties and participants.
Supporting and educating managers in their obligations.

GENERAL DEFINITIONS

Accessible Formats

Include, but are not limited to accessible electronic formats, Braille, text transcripts, large print, recorded audio, and other formats accessible to persons with disabilities.

Assistive Device

A technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that members and guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Barrier

As defined by the Ontarians with Disabilities Act, 2001, anything that prevents a person with a disability from fully participating in all aspects of society because of his/her disability. This includes:

a physical barrier
an architectural barrier
an informational or communications barrier
an attitudinal barrier
a policy, practice and procedure barrier

Communication Supports

Include but are not limited to sign language, plain language and other communication supports that facilitate effective communications.

Disability

A key feature of the AODA is its definition of "disability". Under the AODA, the definition of "disability" is the same as the definition in the Ontario Human Rights Code [2]: Any degree of physical disability, infirmity, malformation or disfigurement including, but not limited to:

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;
Physical reliance of 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 & Insurance Act, 1997.

The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go. This is a broad definition, and one that must be considered closely when educating our associates in the appropriate response to our customers.

PART 1 - PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

1. PURPOSE & BACKGROUND

In compliance with the Accessibility for Ontarians with Disabilities Act, 2005 “AODA”, the purpose of this policy is to outline responsibilities of associates (employees, volunteers and other third parties) who act on behalf of Service Corporation International Canada ULC (SCIC) in providing goods, services and opportunities to people with disabilities.

The objective of this policy is to identify what the equal treatment provisions of the Ontario Human Rights Code, through the AODA and the Service Regulation, require with respect to service delivery to persons with disabilities and addresses the following:

The Provision of Goods and Services to Persons with Disabilities;
The Use of Assistive Devices;
The Use of Guide Dogs and Service Animals;
The Use of Support Persons;
Notice of Service Disruptions;
Customer Feedback;
Training; and
Notice of Availability and Format of Required Documents.

2. STATEMENT OF COMMITMENT AND ACCOUNTABILITIES

SCIC is committed to providing a respectful, welcoming, accessible, and inclusive environment in the provision of goods and services for both customers/clients and employees alike. SCIC is committed to, and strives to ensure that, the AODA, the standards and all other relevant legislation concerning accessibility, are rigorously observed. SCIC ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities.

People with disabilities will be given an equal opportunity to obtain, use and benefit from SCIC’s products and services in a way that is respectful of the dignity and independence of people with disabilities and in a manner, which takes into account the person's disability.

All goods and services provided by SCIC shall follow the principles of dignity, independence, integration and equal opportunity [1].

3. SCOPE

3.1.This policy applies to the provision of goods and services at premises owned and/or operated by SCIC as well as any interactions with employees and customer/clients via telephone, email or written mail.

3.2.This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of SCIC.

4. ADDITIONAL DEFINITIONS:

4.1. Guide Dog

A highly-trained working dog that has been trained at one of the special facilities to provide mobility, safety and increased independence for people who are blind.

4.2. Service Animal

The Service Regulation [3] defines a "service animal" as "an animal for a person with disability". In this policy, a service animal is:

any animal used by a person with a disability for reasons relating to the disability; or
where the person provides a letter from a physician confirming that they require the animal for reasons relating to their disability; or
where the person provides a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized guide dog or service animal training school.

4.3. Support Person

A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

5. THE PROVISION OF GOODS AND SERVICES TO PERSONS WITH DISABILITIES

SCIC will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

ensuring that all customers receive the same value and quality;
allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
taking into account individual needs when providing goods and services; and
communicating in a manner that takes into account the customer's disability.

5.1. Communication

We communicate with people with disabilities in ways that take into account their disability. We train personnel on how to interact and communicate with people with disabilities.

Our Information Technology websites meet the requirements of WCAG 2.0 Level AA.

5.2. 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 by e- mail, TTY, and other services, which may become available if telephone communication is not suitable to their communication needs or is not available.

5.3. 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 options that may be used by people with disabilities while accessing our goods, services or opportunities.

5.4. Billing/Invoicing

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.

5.5. Use of Service Animals

A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails. If a guide dog or service animal is excluded by law, SCIC will try to offer alternative methods to enable the person with a disability to access goods and services, when possible.

Recognizing a Guide Dog and/or Service Animal

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, SCIC may request verification from the customer. Verification may include:

a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
a valid identification card signed by the Attorney General of Canada; or,
a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal

The customer/client that is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all time.

5.6. Employment

We are committed to welcoming people with disabilities with respect to recruitment, employment, training, career development and career progression.

5.7. Allergies

If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, SCIC will make all reasonable efforts to meet the needs of all individuals.

5.8. Facilities

We are committed to ensuring that our premises and related services are welcoming and accessible to people with disabilities. As appropriate, we are willing to provide necessary alterations to our facilities to accommodate people with disabilities.

5.9. Notice of Temporary Disruption

SCIC will provide 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. The notice will be placed at all public entrances [4].

6. TRAINING FOR ASSOCIATES

6.1. SCIC will ensure that all persons to whom this policy applies will receive training as required by the applicable legislation.

6.2.Training is developed and delivered in various formats and includes training on the following:

The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the integrated standards.
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 learn about the use of various assistive devices.
What to do if a person with a disability is having difficulty in accessing SCIC’s goods and services.
SCIC’s policies, practices and procedures relating to the integrated standards.

6.3. Associates will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. AVAILABILITY AND FORMAT OF DOCUMENTS (ALTERNATIVE FORMATS)

7.1. All documents required by the Accessibility Standards for Customer Service, including SCIC's Accessibility Policy, notices of temporary disruptions, training records, and written feedback process are available upon request, subject to the Freedom of Information and Protection of Privacy Act ("FIPPA"). When providing these documents to a person with a disability, SCIC will endeavour to provide the document, or the information contained in the document, in a format that takes the person's disability into account. Notice of the availability of documents required by the Accessibility Standards for Customer Service will be posted on will be posted on this webpage.

7.2. SCIC shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by SCIC, the website and/or any other reasonable method. In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:

goods or services that are disrupted or unavailable
reason for the disruption
anticipated duration
a description of alternative services or options

8. MODIFICATIONS TO THIS OR OTHER POLICIES

All SCIC policies and procedures will be developed or updated so as to respect and promote the dignity and independence of persons with disabilities.

9. FEEDBACK PROCESS

9.1.The ultimate goal of SCIC is to meet and exceed expectations of people with disabilities. Comments regarding how well those expectations are being met are welcomed and appreciated.

9.2. Please complete the Customer Feedback Form, save it, and email the form to [email protected].

9.3. All feedback is directed to Human Resources and responses will follow within ten (10) business days.

10. QUESTIONS ABOUT THIS POLICY

The purpose of this policy is to provide a framework through which SCIC can achieve service excellence for people with disabilities. If anyone has questions about this policy, please contact:

Adele Warner
Service Corporation International Canada ULC.
Director of Human Resources, Canada
604-806-4105
[email protected]

1835 East Hastings Street
Vancouver, BC V5L 1T3

11. ADMINISTRATION

If you have any questions or concerns about this policy or its related procedures please contact: [email protected].

[1] See the definitions of dignity, independence, integration and equal opportunity in Schedule 1 (section 12).

[2] Ontario Regulation 429/07, Section 4(9)(a-b)

[3] See Availability and Format of Documents section (section 7) for further information

12. SCHEDULE 1 – SCIC’s ACCESSIBLE CUSTOMER SERVICE PRINCIPLES

12.1. Dignity

The principle of respecting the dignity of a person with a disability means treating them as customers and clients who are as valued and as deserving of high quality and timely service as any other customer. Persons with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience. The delivery of goods and services must take into account how persons with disabilities can effectively access and use them.

12.2. Independence

In some instances, independence means freedom from control or influence of others -- freedom to make one's own choices. In other situations, it may mean the freedom to do things in one's own way. People who may move or speak more slowly or differently must not be denied an opportunity to participate in a program or service because of this. Staff must allow persons with disabilities to take the time they need, without rushing them or taking over a task for them if someone prefers to do it themselves in their own way.

12.3. Integration

The provision of goods or services to persons with disabilities and others must be integrated to allow persons with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, programs and services including practices and procedures are designed to be accessible to everyone, including persons with disabilities.

12.4. Equal Opportunity

Equal opportunity means having the same chances, options, benefits and results as others. In the case of services it means that persons with disabilities have the same opportunity as others to obtain, use and benefit from the way goods or services are provided. They should not have to make significantly more effort to access or obtain services. They should also not have to accept lesser quality or more inconvenience.

13. SCHEDULE 2 – AODA Customer Feedback Form

PART 2 – INTEGRATED ACCESSIBILITY STANDARDS REGULATION POLICY

1. PURPOSE & BACKGROUND

The following policy has been established by SCIC to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

Service Corporation International (Canada) ULC (“SCIC”) is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities

2. STATEMENT OF COMMITMENT AND ACCOUNTABILITIES

People with disabilities will be given an equal opportunity to obtain, use and benefit from SCIC's products and services in a way that is respectful of the dignity and independence of people with disabilities and in a manner, which takes into account the person's disability.

3. ACCESSIBILITY PLAN

In order to achieve our goals, SCIC has developed a multi-year Accessibility Plan which documents SCIC’s strategy and commitment to meet the applicable standards of the regulation.

The Accessibility Plan was developed in consultation with the SCIC Executive Committee that helped to identify barriers that prevent a person with a disability from fully participating in aspects of society because of his or her disability (such as attitudinal, information or communication, technology, organizational and physical) within the stated goals of the regulation.

The Accessibility Plan will be reviewed and updated at least once every five (5) years.

4. TRAINING ASSOCIATES AND VOLUNTEERS

SCIC will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Ontario Human Rights Code as it pertains to persons with disabilities, to:

all necessary persons and volunteers
all persons who participate in developing SCIC’s policies; and,
all other persons who provide goods, services or facilities on behalf of the company

4.1. The training will be appropriate to the duties of the associates, volunteers and other persons.

4.2. Associates will be trained when changes are made to the accessibility policy. New associates will be trained as soon as practicable.

4.3. SCIC will keep a record of the training it provides.

5. INFORMATION AND COMMUNICATIONS STANDARDS

5.1. Feedback

SCIC will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

5.2. Accessible Formats and Communications Supports

5.2.1. Upon request, SCIC will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

5.2.2. SCIC will consult with the person making the request in determining the suitability of an accessible format or communication support.

5.2.3. SCIC will also notify the public about the availability of accessible formats and communication supports.

5.3. Accessible Websites and Web Content

SCIC will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

6. Employment Standards

6.1. Recruitment

SCIC will notify its associates and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

6.2. Recruitment, Assessment or Selection Process

6.2.1. SCIC will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

6.2.2. If a selected applicant requests an accommodation, SCIC will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

6.3. Notice to Successful Applicants

When making offers of employment, SCIC will notify the successful applicant of its policies for accommodating associates with disabilities, upon request.

6.4. Informing Associates of Supports

SCIC will continue to inform its associates of its policies (and any updates to those policies) used to support associates with disabilities, including policies on the provision of job accommodations that take into account an associate’s accessibility needs due to disability. This information will be provided to new associates as soon as practicable after commencing employment.

6.5. Accessible Formats and Communication Supports for Associates

6.5.1. Upon the request of an associate with a disability, SCIC will consult with the associate to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other associates.

6.5.2. In determining the suitability of an accessible format or communication support, SCIC will consult with the associate making the request.

6.6. Workplace Emergency Response Information

6.6.1. SCIC will provide individualized workplace emergency response information to associates who have a disability, if the disability is such that the individualized information is necessary, and if SCIC is aware of the need for accommodation due to the associate’s disability. SCIC will provide this information as soon as practicable after becoming aware of the need for accommodation.

6.6.2. Where the associate requires assistance, SCIC will, with the consent of the associate, provide the workplace emergency response information to the person designated by SCIC to provide assistance to the associate.

6.6.3. SCIC will review the individualized workplace emergency response information when the associate moves to a different location in the organization, and/or when the associate’s overall accommodations needs or plans are reviewed.

6.7. Documented Individual Accommodation Plans

6.7.1. SCIC currently accommodates the needs of its employees with disabilities as required under the Ontario Human Rights Code.

6.7.2. SCIC will develop individualized accommodation plans for its associates with disabilities, as SCIC is made aware. The process by which SCIC will consult, develop, determine, document, review and routinely update the individualized accommodation plan has been formalized.

6.7.3. SCIC will implement and maintain measures effective to maintain the privacy of its employees with disabilities.

6.7.4. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

6.7.5. In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.

6.8. Return to Work Process

6.8.1. SCIC maintains a documented return to work plan for its associates who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

6.8.2. The return to work process outlines the steps SCIC will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

6.8.3. The above stated return to work process will not replace, hinder or override any other return to work process created by or under any other statute (i.e., the Workplace Safety Insurance Act, 1997).

6.9. Performance Management, Career Development and Advancement & Redeployment

SCIC will take into account the accessibility needs of associates with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to associates, or when redeploying associates.

7. QUESTIONS ABOUT THIS POLICY

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:

Adele Warner
Service Corporation International Canada ULC.
Director of Human Resources, Canada
604-806-4105
[email protected]

1835 East Hastings Street
Vancouver, BC V5L 1T3

PART 3 – MULTI-YEAR ACCESSIBILITY PLAN

ACCESSIBILITY PLAN

In order to achieve our goals, Service Corporation International (Canada) ULC (“SCIC”) has developed a multi-year Accessibility Plan which documents SCIC’s strategy and commitment to meet the Accessibilities for Ontarians with Disabilities Act (AODA).

The Accessibility Plan will be reviewed and updated at least once every five (5) years.

SCIC will regularly review the progress and measures taken to implement SCIC’s Accessibility Plan. The Accessibility Plan can be provided in an accessible format on request.

1. STATEMENT OF COMMITMENT AND ACCOUNTABILITIES

As part of SCIC’s commitment to accessibility, this multi-year Accessibility Plan has been developed outlining the company’s strategy and the actions that have, and will be, implemented to prevent and remove barriers from its workplace, and to improve opportunities for persons with disabilities. This multi-year Accessibility Plan outlines the steps SCIC is taking to meet its requirements under the AODA and focuses on SCIC’s initiatives in respect of the AODA’s Accessibility Standards in making Ontario an accessible province for all Ontarians.

SCIC is committed to providing a respectful, welcoming, accessible, and inclusive environment for all persons with disabilities in a way that is respectful of the dignity and independence of people with disabilities and in a manner, which takes into account the person's disability and embodies the principles of integration and equal opportunity.

SCIC ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities.

SCIC is committed to, and will strive to ensure that, the AODA, 2005, its regulations, standards and all other relevant legislation concerning accessibility, are rigorously observed in a timely fashion.

2. CUSTOMER SERVICE

SCIC is committed to excellence in serving all customers including people with disabilities. SCIC complied with the AODA’s Customer Service Standard with the following initiatives that were implemented, and are ongoing:

An accessibility policy was put in place so SCIC’s employees, volunteers and customers can know what to expect.
SCIC’s staff and volunteers are trained to serve customers of all abilities.
A written record of accessibility training provided by SCIC is maintained.
Service animals and support persons are generally welcomed on SCIC premises.
Accessible ways for people to provide feedback on how SCIC provides goods and services to people with disabilities is available.
SCIC will investigate a provision of a sign language interpreter to individuals with a hearing impairment.

3. INFORMATION AND COMMUNICATIONS

SCIC currently provides accessible formats and communication supports for persons with disabilities upon request. SCIC provides notice to the public of this availability and consults will the person making such a request to determine the suitability of an accessible format or communication support.

SCIC requires that all new SCIC web content be built to meet the World Wide Web Consortium Content Accessibility Guidelines (WCAG) 2.0 standard. SCIC is committed to ensuring all SCIC internet websites and web content conform with Level AA of the WCAG 2.0 by June 30, 2021, as required by the AODA’s Information and Communications Standard.

Information and Communication Initiatives:

SCIC will consider incorporating emergency procedures and safety plans into Environmental Health and Safety (EHS) audit process.
SCIC will consider adding information related to emergency and safety plans to the new hire onboarding process.
SCIC will consider adding subtitles to its sales software, including Beacon.

4. POLICIES AND TRAINING

SCIC has and will continue to implement policies and initiatives in accordance with the AODA by taking the following steps:

Implementing policies outlining SCIC’s commitment to accessibility.
Providing training to SCIC’s associates and volunteers on accessibility and human rights legislation, as it pertains to people with disabilities.
SCIC will provide awareness of its accessibility standards training through various company communications.
SCIC will consider providing supplementary training on responding to employees requesting individualized workplace emergency response information.
The Company will review and update its accessibility standards training as needed and as per any legislation changes.

This plan will be reviewed once every five years.

5. EMPLOYMENT

In accordance with the AODA’s Employment Standards section, the following initiatives were implemented, and/or are ongoing:

Ensure SCIC’s employment processes for hiring will be accessible.
Ensure SCIC’s employment processes for retention and career development are accessible.
Document SCIC’s processes for developing individual accommodation plans and return-to-work plans.
Provide individualized workplace emergency response information to employees who have a disability where SCIC is aware of the need for accommodation.
SCIC will ensure that all relevant associates have been AODA trained by December 31, 2021.
SCIC will ensure that successful job candidates receive notification regarding AODA policy.

6. ACCESSIBILITY PLAN REVIEW

This multi-year Accessibility Plan will be reviewed and updated at least once every five (5) years. The current Accessibility Plan will be reviewed, and updated as appropriate.

7. FEEDBACK

SCIC has ensured it has accessible ways to receive and respond to feedback. SCIC will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities and will respond to feedback promptly.

SCIC submitted its accessibility compliance report confirming compliance with its accessibility obligations as of June 30, 2021.

8. QUESTIONS ABOUT THIS PLAN OR RELATED POLICY & PROCEDURE

For more information on this Accessibility Plan, please contact:

Adele Warner
Service Corporation International Canada ULC.
Director of Human Resources, Canada
604-806-4105
[email protected]

1835 East Hastings Street
Vancouver, BC V5L 1T3

Service Corporation International (Canada) ULC Accessibility for Ontarians with Disabilities Policy and Procedures

SCOPE

STATEMENT OF COMMITMENT

ACCOUNTABILITIES AND RESPONSIBILITIES

GENERAL DEFINITIONS

PART 1 - PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

PART 2 – INTEGRATED ACCESSIBILITY STANDARDS REGULATION POLICY

PART 3 – MULTI-YEAR ACCESSIBILITY PLAN

Service Corporation International (Canada)
ULC Accessibility for Ontarians with Disabilities
Policy and Procedures