Accessibility

This policy outlines OCP’s commitment to meeting the current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. OCP understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. OCP’s accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Our mission

The Ontario College of Pharmacists regulates pharmacy to ensure that the public receives quality services and care.

Our commitment

In fulfilling our mission, OCP 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 committed to complying with both the Ontario Human Rights Code and the AODA. We are 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 all members of the public.

Providing goods and services to people with disabilities

OCP is committed to excellence in providing goods and services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

• Teletypewriter (TTYs)
• Bell Relay Service Allowing person extra time to communicate
• Asking how the person communicates “Yes/No”
• Alternative communication systems (AAC) and can include gestures, vocalizations etc.

We will train staff on how to interact and communicate with people with various types of disabilities and will work with the person with a disability to determine what method of communication works for them.

Publications

We will provide our publications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g., length of document, format required).

Telephone services

We are committed to providing fully accessible telephone service to all members of the public. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with people by TTYs or Bell Relay Service and email if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

We are committed to providing goods, services and access to facilities to people with disabilities who use assistive devices. Persons with disabilities may use their own assistive devices as required. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other reasonable measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined a member of one of the following Colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists of Ontario

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In certain cases, OCP might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

• the person with a disability
• others on the premises

Before making a decision, OCP will:

• consult with the person with a disability to understand their needs
• consider health or safety reasons based on available evidence
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, OCP will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities, or services, if available.

Examples of services/facilities include but are not limited to:

• Board Meetings
• Discipline Hearings
• Applications and Renewals
• Reception and other meeting spaces

The notice will be made publicly available in the following ways:

• placed at all public entrances on our premises
• posted on our website

Training

OCP will provide accessible customer service training to:

• all employees and volunteers
• anyone involved in developing our policies
• anyone who provides goods, services or facilities to customers on our behalf.

Training will include:

• purpose of the 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 support person
• availability of assistive devices
• what to do if a person with a disability is having difficulty in accessing OCP’s goods, services or facilities
• OCP’s policies, practices and procedures relating to the customer service standard.

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process

Our goal is to make it easy for you to contact us and we offer equal access to our goods, services and facilities. We are committed to service excellence and comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback will help us identify barriers and respond to concerns.

If you are not satisfied with the level of service you received, you are encouraged to contact us. Qualified OCP representatives are on hand to take your questions, provide information and lead you to appropriate resources, depending on the nature of your questions. This service is open to the public Monday to Friday between 8:30 a.m. and 5:00 p.m.

You can provide feedback in the following ways:

• Call toll-free: 1-800-220-1921
• Via email at [email protected]

All feedback, including complaints, will be handled in the following manner:

• Feedback will be directed to the Manager, Human Resources and/or Director, Corporate Services
• Customers can expect to hear back in 3-5 business days

OCP will make sure our feedback process is accessible to people with disabilities by providing or arranging accessible formats and communication supports, on request.

Notice of availability of documents

OCP will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following way:

• Under the Accessibility section on www.ocpinfo.com

OCP will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of OCP that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Related Documents

For more details on strategies and actions to prevent and remove barriers to accessibility and to meet the requirements under the AODA and its Regulations refer to OCP’s Multi-Year Accessibility Plan.

Our objective

To govern the provision of Services provided by OCP in accordance with Integrated Accessibility Standards (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

These standards were developed to identify, remove and prevent barriers and increase accessibility for persons with disabilities in the areas of information, communication and employment.

OCP is governed by this policy as well as the Accessibility Standards for Customer Service Policy in compliance with the AODA to meet the accessibility needs of persons with disabilities.

Our commitment

OCP 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 persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under AODA.

This policy, in its entirety, will be implemented in accordance with the time frames established by the Regulation.

Accessibility Plan

OCP has developed and will, maintain and document an Accessibility Plan outlining the organization’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities. The Accessibility Plan will be reviewed and updated at least once every five years and will be posted on the company’s website. Upon request, we will provide a copy of the Accessibility Plan in an accessible format.

Training for staff

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

• All its employees and managers in Ontario
• All persons who participate in developing OCP’s policies

The training will be appropriate to the duties of the employees and other persons. Employees and Managers will be trained when changes are made to the accessibility policy. New employees will be trained during orientation, within one month of their start date.

We will track and maintain a record of the training we provide.

Information and Communications Standards

Feedback

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

Accessible Formats and Communication Supports

Upon request, we 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. We will consult with the person making the request in determining the suitability of an accessible format or communication support. We will also notify the public about the availability of accessible formats and communication supports.

Accessible Websites and Web Content

We 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.

Employment Standards

Recruitment

We will notify our employees and the public about the availability of accommodation for applicants with disabilities in our recruitment process.

Recruitment, Assessment or Selection Process

We 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.

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

Notice to Successful Applicants

When making offers of employment, we will notify the successful applicant of its policies for accommodating employees with disabilities.

Informing Employees of Supports

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

Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, we will consult with the employee 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 employees. In determining the suitability of an accessible format or communication support, we will consult with the employee making the request.

Workplace Emergency Response Information

We will provide individualized workplace emergency response information, as it relates to OCP head office locations, to employees who have a disability, if the disability is such that the individualized information is necessary, and if we are aware of the need for accommodation due to the employee’s disability. We will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the employee requires assistance, we will, with the consent of the employee, provide the workplace emergency response information to the person(s) designated by OCP to provide assistance to the employee.

We will review the individualized workplace emergency response information when the employee moves to a different location at OCP head office or when the employee’s overall accommodations needs or plans are reviewed.

Documented Individual Accommodation Plans

We will maintain written internal procedures for the development of documented individual accommodation plans for employees with disabilities. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans. In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided to the employee.

Return to Work Process

We will maintain a documented return to work process for employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process outlines the steps we will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

Performance Management, Career Development and Advancement & Redeployment

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

Built Environment

We are committed to incorporating barrier free design principles when building or making major modifications to public spaces including those spaces specified in the Regulation.

Questions about this policy

Questions about this policy may be referred to [email protected] or 1-800-220-1921.

The Ontario College of Pharmacists is committed to making all information available on www.ocpinfo.com inclusive, accessible and navigable for people with disabilities. We are committed to treating people with disabilities in a way that maintains their dignity and independence.

With this in mind, OCP is taking steps to ensure that www.ocpinfo.com complies with the Web Content Accessibility Guidelines 2.0 (WCAG) established by the World Wide Web Consortium and meets the accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

OCP will ensure that:

• All web content uploaded since January 2014 conforms with WCAG 2.0 Level A
• All web content will conform with WCAG 2.0 Level AA by January 1, 2021

About Accessibility on this Site

OCP’s website was intentionally designed to be accessible to the widest possible audience. It is compatible with popular screen reading software and was designed for those who may not be able to use a mouse. This website can be navigated using the keyboard on your computer or using other assistive devices. There are various things you can do to change the look of this site to make it easier for you to read and use. You can make the text bigger or smaller and skip directly to the main content on a page.

Accessible formats and communication supports

OCP will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports shall be provided in a timely manner, taking into account, the person’s accessibility needs to determine the suitability of an accessible format or communication support. The public shall be notified about the availability of accessible formats and communication supports.

Accessible formats may include but are not limited to, large print, recorded audio and electronic formats, Braille and other formats used by persons with disabilities.

Making Requests

OCP will respond to individual requests for accessible formats and communication supports regarding any content on www.ocpinfo.com. Requests for accessible formats can be made by emailing [email protected] or via our toll-free number 1-800-220-1921. OCP will address requests for accessible formats and communications supports for persons with disabilities in a timely and appropriate manner.