Accessible Customer Service Policy

Policy Statement

The purpose of this policy is to articulate Huron County Library’s commitment to providing accessible customer service. Huron County Library is committed to the independence and integration of persons with disabilities and all who live, learn, work, play and invest in our community.

Responsibility for Implementation

The responsibility for the implementation of this policy lies with the County Librarian, acting according to the general policy established by the Board. This authority may be delegated to other staff by the County Librarian.

Regulations

1. Services and Programs
Huron County Library will make every reasonable effort to ensure that services and programs are accessible by:

1.1. Encouraging the use of assistive devices to access our services and programs;
1.2. Encouraging the inclusion and access of support persons accompanying people with disabilities;
1.3. Waiving fees for support persons assisting users and when fees are required providing advance notification;
1.4. Permitting service animals to assist users and provide alternative accommodation when necessary.

2. Communication
Huron County Library will make every effort to communicate with users in a manner that enables the use of services and programs by providing:

2.1. Reasonable notification of all interruptions that especially relate to the provision of services and programming for people with disabilities;
2.2. The Accessible Customer Service Standard Policy and, upon request, making it available in alternative formats;
2.3. A feedback process that enables increased integration of users and accessibility to services;
2.4. Information on the provision of customer service for people with disabilities and accessible services and programs.

3. Training
Huron County Library, in collaboration with the Corporation of the County of Huron, provides training on how to provide customer service to people with disabilities to:

3.1. Those who participate in developing policies and procedures on the provision of service to the public;
3.2. Every person who deals with the public on behalf of Huron County Library;
3.3. New workers who deal with the public on behalf of Huron County Library.

Related Documents

Huron County Library. Mission, Vision and Values Statement. 2012.
County of Huron. Integrated Accessibility Standard Regulated Policies. 2012
Province of Ontario. Accessibility for Ontarians with Disabilities Act, 2005. S.O.c.11.
Province of Ontario. Accessibility Standards for Customer Service, Ontario Regulation 429/07.

Approved January 23, 2013