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Accessibility Standards for Customer Service

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Introduction

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Accessibility Standard for Customer Service, Donalda Club is dedicated to ensuring that our services are accessible and offer the same opportunities and benefits to all Members and Guests. We are also committed to ensuring that our services are provided in a manner that respects the dignity and independence of people with disabilities.

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Communication

Donalda Club is committed to excellence in serving all members and guests, including persons with disabilities, and we will carry out our functions and responsibilities in the following areas:

Communication:
Donalda Club will communicate with people with disabilities in ways that take into account their disability. We understand that communication styles vary and that not all persons with the same disability use the same communication modalities. Donalda Club makes every effort to ensure that our employees take this into consideration and, when not sure, to always ask our Members and Guests how best to communicate with them.

Telephone:
Donalda Club is committed to providing fully accessible telephone services. We train employees to communicate over the telephone in clear and plain language and to speak slowly. We will offer to communicate by e-mail or written documents if telephone communication is not suitable to their communication needs or is not available.

Billing:
Donalda Club is committed to providing accessible invoices to all of our members. For this reason, invoices will be provided in alternative formats upon request.

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Use of Service Animals and Support Persons

Service Animals:
Donalda Club is 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. We ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons:
Donalda Club is committed to welcoming people with disabilities who are accompanied by a support person. Any Member or Guest with a disability who is accompanied by a support person will be allowed to enter the Club's premises with his or her support person. At no time will a Member or Guest 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.

The person with a disability must ensure that all expenses incurred by their support person, such as food and beverage, be paid by them.
In certain cases, Donalda Club might require a person with a disability to be accompanied by a support person for health or safety reasons. Before making a decision, Donalda Club will:

• consult with the person with a disability to understand their needs "How may we help you"
• 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

In such a situation, Donalda Club will waive the admission fee or fare for the support person, if one exists.

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Assistive Devices

Donalda Club is committed to serving Members and Guests with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure our employees are trained and familiar with various assistive devices such as canes, wheelchairs, etc. that may be used by Members and Guests with disabilities while accessing our services.

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Notice of Temporary Disruption

Donalda Club will provide Members and Guests with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This clearly posted 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 displayed prominently at the Front Desk Reception and on our Club website.

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Employee Training

To make certain that our provision for services are accessible, Donalda Golf Club provides training to employees and others who deal with our Members and Guests.

The training includes the following:
• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08)
• Information about Donalda Club's policies, practices, and procedures relating to the AODA customer service standards
• How to interact and communicate with people with various types of disabilities
• How to interact with people who use an assistive device or require the assistance of a service animal or a support person
• What to do if a person with a disability is having difficulty in accessing our services
• How to use the equipment or assistive devices (wheelchairs) available at Donalda Club premises

Employees will also be trained when changes are made to these policies, practices and procedures.

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Feedback Process

Donalda Club is committed to ensuring that our customer service policies, practices and procedures respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. Any policy of Donalda Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Donalda Club is committed to exceeding expectations while serving Members and Guests with disabilities. Comments on our services are welcome and appreciated.

Customers who wish to provide feedback on the way Donalda Club provides goods and services to persons with disabilities can: email, phone, write, or give a verbal description.

Members and Guests can submit feedback to:
Contact: Grace Lennon, General Manager Address: 12 Bushbury Drive, Toronto, ON M3A 2Z7 Phone: 416-446-5870
E-mail: glennon@donaldaclub.ca Website: donaldaclub.ca
Alternatively, you can provide feedback:

• To the General Manager, Grace Lennon by completing a General Manager Suggestion / Comment card and placing the card in the GM Box located on the lower level of the Informal Dining area of the Club or visit him in his office Monday to Friday between 9:00 am and 5:00 pm.
• To Membership Services located in the administrative offices on the 2nd floor of Clubhouse in person, by mail, or call 416-446-5872 or by email at membership@donaldaclub.ca to share your comments or request a copy of our accessibility policy

Members, Guests, or Staff who wish to provide feedback can also complete an onsite Member feedback form or speak with the Manager on Duty.

Members or Guests who provide formal feedback will receive acknowledgement of their feedback within 10 business days, along with any resulting actions based on concerns or complaints that were submitted.

Integrated Accessibility Standards Policy

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Introduction

Donalda Club is committed to establish, maintain and implement policies as well as associated practices and procedures in the Integrated Regulation, specifically in the areas of information and communications, and to meet the accessibility needs of people with disabilities in a timely manner.

Donalda Club is committed to the establishment, implementation, maintenance and documentation of a multi-year accessibility plan, which outlines the Club's strategy to prevent and remove barriers with respect to the information and communications standard under the Integrated Regulation.

When providing information to, or communicating with, a person with a disability, Donalda Club will provide the information and communication in a manner that takes into account the person’s disability as provided in the customer service standard and under the Integrated Regulation. Donalda Club is committed to ongoing improvements to the accessibility of its information and communication systems offered to customers, employees, volunteers and members of the general public. The Club will provide or make arrangements for accessible formats and information and communication supports when a person with a disability requests them. Donalda Club will make accessible formats and communication supports available in a timely manner and at no additional cost other than the regular price charged to everyone for the same information.

Donalda Club is committed to providing training to employees, contractors, volunteers, other third parties acting on The Club’s behalf and whoever is involved in the policy process about the provision of accessible information and communication to persons with disabilities. All these individuals will be trained in providing accessible information and communications.

Donalda Club will conform to the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.0 as outlined in the Information and Communications Standard for accessible websites and web content.

Donalda Club will ensure that emergency procedures, plans or public safety information meet the needs of persons with disabilities, and will provide this information in an accessible format or with communications supports on request.

Donalda Club will ensure that it has processes for receiving and responding to feedback that are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports upon request.

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Commitment

The purpose of this Statement of Policy and Procedures is to create a statement of commitment (policy) that provides a framework within which accessibility plans and initiatives are to be created in order to move the Club towards the goal of improved accessibility for people with disabilities, specifically with regard to the information and communications standard in the Integrated Regulation. The commitments in this policy are intended to ensure that accessibility remains a priority in Donalda Club’s decision-making process and will serve to assist in ensuring that decisions improve accessibility and do not inadvertently create barriers

Scope:
This policy applies to the Donalda Club’s:
• Members
• Guests
• Employees
• Volunteers
• Applicants for employment with Donalda Club, who may require employment accommodation through the recruitment, assessment, selection and hiring process
• Contractors and subcontractors engaged by Donalda Club
• Any other third party providing goods, services or facilities on Donalda Club’s behalf

Responsibility:
The Human Resources Department is the administrative entity responsible for the creation and administration of this policy. It is the responsibility of this department to ensure the application of this policy and that the Club achieves compliance with the law. The Human Resources Department is responsible to ensure all employees are trained under the accessibility regulations and standards under the AODA, the Human Rights Code and all related policies, practices and procedures. Managers, immediate supervisors and department heads are responsible for ensuring that all employees follow the guidelines set out in this policy.

All employees, volunteers, contractors and subcontractors, any other person acting on behalf of Donalda Club and persons involved in the creation of Donalda Club’s policies are responsible for adhering to and following the commitments set out in this policy

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Accessibility Plan

Donalda Club will work to improve accessibility in information and communication systems by developing a multi-year accessibility plan by January 1, 2014. This plan will conform to the information and communications standard which outlines a phased-in strategy to prevent and remove barriers and address the current and future requirements of the standard. This plan is available to the public and can be found on the Club website. It will also be provided in alternative formats upon request. The multiyear accessibility plan will be reviewed and updated at least once every five years.

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Self-Service Kiosks

When Donalda Club does make use of self-service kiosk available to its members, guests and / or employees, Donalda Club will have regard to the accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks.

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Training Employees and Volunteers

Donalda Club will ensure that by January 1st 2015, training is provided to all employees, contractors, volunteers, other third parties acting on its behalf and all those involved in the creation and approval of its policies, practices and procedures on the requirements of the accessibility standards for information and communications referred to in the Integrated Regulation, on the policy, practices and procedures, and on the Human Rights Code as it pertains to persons with disabilities.

This training will be appropriate to the recipients' duties. It will be provided as soon as is practical. Further training will be provided on any changes that may be made to this policy or the requirements. Donalda Club will maintain a record of the dates when training is provided and the number of individuals to whom it was provided.

Information and Communication Standards

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Introduction

Donalda Club is committed to establish, maintain and implement policies as well as associated practices and procedures in the Integrated Regulation, specifically in the areas of information and communications, and to meet the accessibility needs of people with disabilities in a timely manner.

Donalda Club is committed to the establishment, implementation, maintenance and documentation of a multi-year accessibility plan, which outlines the Club's strategy to prevent and remove barriers with respect to the information and communications standard under the Integrated Regulation.

When providing information to, or communicating with, a person with a disability, Donalda Club will provide the information and communication in a manner that takes into account the person’s disability as provided in the customer service standard and under the Integrated Regulation. Donalda Club is committed to ongoing improvements to the accessibility of its information and communication systems offered to customers, employees, volunteers and members of the general public. The Club will provide or make arrangements for accessible formats and information and communication supports when a person with a disability requests them. Donalda Club will make accessible formats and communication supports available in a timely manner and at no additional cost other than the regular price charged to everyone for the same information.

Donalda Club is committed to providing training to employees, contractors, volunteers, other third parties acting on The Club’s behalf and whoever is involved in the policy process about the provision of accessible information and communication to persons with disabilities. All these individuals will be trained in providing accessible information and communications.

Donalda Club will conform to the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.0 as outlined in the Information and Communications Standard for accessible websites and web content.

Donalda Club will ensure that emergency procedures, plans or public safety information meet the needs of persons with disabilities, and will provide this information in an accessible format or with communications supports on request.

Donalda Club will ensure that it has processes for receiving and responding to feedback that are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports upon request.

Purpose:
The purpose of this Statement of Policy and Procedures is to create a statement of commitment (policy) that provides a framework within which accessibility plans and initiatives are to be created in order to move the Club towards the goal of improved accessibility for people with disabilities, specifically with regard to the information and communications standard in the Integrated Regulation. The commitments in this policy are intended to ensure that accessibility remains a priority in Donalda Club’s decision-making process and will serve to assist in ensuring that decisions improve accessibility and do not inadvertently create barriers.

Scope:
This policy applies to The Donalda Club’s:
• Members
• Guests
• Employees
• Volunteers
• Applicants for employment with Donalda Club, who may require employment accommodation through the recruitment, assessment, selection and hiring process
• Contractors and subcontractors engaged by Donalda Club
• Any other third party providing goods, services or facilities on Donalda Club’s behalf

Responsibility:
The Human Resources Department is the administrative entity responsible for the creation and administration of this policy. It is the responsibility of this department to ensure the application of this policy and that the Club achieves compliance with the law. The Human Resources Department is responsible to ensure all employees are trained under the accessibility regulations and standards under the AODA, the Human Rights Code and all related policies, practices and procedures. Managers, immediate supervisors and department heads are responsible for ensuring that all employees follow the guidelines set out in this policy.

All employees, volunteers, contractors and subcontractors, any other person acting on behalf of Donalda Club and persons involved in the creation of Donalda Club’s policies are responsible for adhering to and following the commitments set out in this policy.

Procedures:
Multi-year accessibility plan
Donalda Club will work to improve accessibility in information and communication systems by developing a multi-year accessibility plan by January 1, 2014. This plan will conform to the information and communications standard which outlines a phased-in strategy to prevent and remove barriers and address the current and future requirements of the standard. This plan is available to the public and can be found on the Club website. It will also be provided in alternative formats upon request. The multi-year accessibility plan will be reviewed and updated at least once every five years.

Training:
Donalda Club will ensure that by January 1st 2015, training is provided to all employees, contractors, volunteers, other third parties acting on its behalf and all those involved in the creation and approval of its policies, practices and procedures on the requirements of the accessibility standards for information and communications referred to in the Integrated Regulation, on the policy, practices and procedures, and on the Human Rights Code as it pertains to persons with disabilities.

This training will be appropriate to the recipients' duties. It will be provided as soon as is practical. Further training will be provided on any changes that may be made to this policy or the requirements. Donalda Club will maintain a record of the dates when training is provided and the number of individuals to whom it was provided.
Emergency response procedures, plans and public safety information
Donalda Club will ensure that its emergency response procedures, plans or public safety information is in place as required by law; and that these plans consider the needs of persons with disabilities and are available in an accessible format.

Feedback:
Accessible feedback process
Donalda Club will ensure that it has processes for receiving and responding to feedback that are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.

Donalda Club welcomes comments on its goods and services, including comments with respect to how we serve customers with disabilities.

If you have questions on this policy, want to provide feedback or have a complaint, please contact the Human Resources Department:

Contact: Antoinette Steede – Human Resources Manager
Address: 12 Bushbury Drive, Toronto, ON M3A 2Z7
Phone: 416-446-5871
E-mail: humanresources@donaldaclub.ca
Website: donaldaclub.ca

This policy is available in an alternative format upon request.

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Accessible Formats and Communication Supports

Donalda Club will create accessible communication standards that ensure the following:
• Upon request, Donalda Club provides or arranges for the provision of accessible formats and communication supports for persons with disabilities
• Donalda Club does so in a timely manner that takes into account the person's accessibility need
• If there is a cost, Donalda Club does not charge more for such formats and supports than it charges other persons
• Donalda Club consults persons with a disabilities as to what would be a suitable alternative format or communication support for them
• If the information or communications are unconvertible, upon request, the Club will provide an explanation of why it is unconvertible, and provide a summary of the unconvertible information or communications
• Donalda Club will create this requirement by January 1 2016, as required by the Integrated Regulation

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Accessible Websites and Web Content

Donalda Club will ensure that it has an accessible website and web content in place, and that all new Internet and intranet websites and the web content on those sites will conform to Level A of Version 2 of the Web Content Accessibility Guidelines by January 1, 2014.

Donalda Club’s Internet and intranet websites and the web content on those sites will conform to Level AA of version 2 of the Web Content Accessibility Guidelines by January 1 2021, as required by the Integrated Regulation.

Employment Standards

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Introduction

Policy:
Donalda Club is committed to meeting the accessibility needs of people with disabilities, in a timely manner, in its human resources practices, processes, policies and procedures. Donalda Club is committed to ensuring that people with disabilities have the same opportunity of access to employment opportunities and related services as do all prospective employees and employees. Donalda Club endeavors to have a barrier-free workplace for all by complying with all requirements of the regulation beginning in January 2016.

Any employment policy of Donalda Club that does not respect and promote the dignity and independence of applicants, prospective employees and employees with disabilities will be modified or removed.

This policy is available in an alternative format upon request.

Purpose:
The purpose of this Statement of Policy and Procedure is to create a statement of commitment that provides a framework within which accessibility plans and initiatives are to be created in order to move the Club towards the goal of improved accessibility for people with disabilities, specifically with regard to the employment standard in the Integrated Regulation.

Scope:
This policy applies to all applicants, prospective employees and employees, and all facilities of Donalda Club. However, it does not apply to volunteers and other non-paid employees.

Responsibility:
The Human Resources Department will ensure that the provisions of this procedure are incorporated into their employment practices, including recruitment, selection, and hiring. It is the responsibility of Human Resources, along with Senior Managers and Supervisors to ensure all employees are trained under the employment standards of the Integrated Regulation.

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Recruitment

Donalda Club will ensure that in its recruitment practices the public and their employees are made aware that it will provide accommodation for applicants with disabilities in its recruitment, assessment, and selection process.

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Recruitment, Assessment, or Selection Process

When Donalda Club selects job applicants for a job selection process, it will make applicants aware that, upon request, they have access to accommodation in relation to materials and processes that will be used for applicant selection and that take into account their accessibility needs due to disability.

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Notice to Successful Applicants

When Donalda Club makes an offer of employment, it will notify the successful applicant of its policy of accommodating employees with disabilities.

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Informing Employees of Supports

Donalda Club will inform employees of its policy of supporting employees with disabilities and procedures that provide for job accommodations. Donalda Club will make this information available as soon as practicable to new employees and will provide updated information as policies are revised.

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Accessible Formats and Communication Supports for Employees

Where an employee with a disability so requests, Donalda Club will consult with the employee to provide or arrange for accessible formats and communication supports in relation to information that is generally available to employees in the workplace and that the employee needs to perform his or her job. Donalda Club will consult with the employee to determine the suitability of accessible formats or communication.

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Workplace Emergency Response Information

Donalda Club will ensure that individualized workplace emergency response information is provided to employees who have a disability provided the disability is such that individualized information is necessary and the Club has been made aware of the need for accommodation due to the disability. Donalda Club will provide the necessary information as soon as practicable after becoming aware of the need for accommodation.

If an employee who receives individualized workplace emergency response information requires assistance, Donalda Club will, with the consent of the employee, provide such information to the person designated to provide assistance to the employee.

Donalda Club will review individualized workplace emergency response information:
• When the employee moves to a different location in the Club
• When the employee’s overall accommodations needs or plans are reviewed
• When the Club reviews its general emergency response procedures

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Documented Individual Accommodation Plans

Donalda Club will have a written process in place for the development of documented individual accommodation plans for employees with disabilities. Donalda Club will provide these individualized processes in accessible formats and supports.

Donalda Club’s written process will address:
• How the employee requesting accommodation can participate in the development of the individual accommodation plan
• The means by which the employee is assessed on an individual basis
• How the Club can request an evaluation by an outside medical or other expert, at the Club's expense, to assist in determining if accommodation can be achieved and, if so, how it can be achieved
• How the employee can request to have a workplace representative participate in the development of the accommodation plan
• The steps taken to protect the privacy of the employee's personal information
• The frequency with which the individual accommodation plan will be reviewed and updated and how this will be done
• How the reasons for denying an individual accommodation plan will be provided to an employee if accommodation is denied
• How the Club will ensure that the individual accommodation plan is provided in a format that takes into account the employee's accessibility needs due to a disability

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Return to Work Process

The return-to-work process required under the AODA does not replace or override any other return-to-work process created as a result of any other statutory obligations under the Workplace Safety and Insurance Act and requires Donalda Club to develop, put in place and document a return-to-work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

The process will include:
• An outline of the steps the Club will take to facilitate the return to work of employees who were absent because their disability required them to be away from work
• The use of documented individual accommodation plans as part of the process
• Accessibility awareness training for all staff involved in program or course design, delivery and instruction related to these responsibilities

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Performance Management, Career Development and Advancement, and Redeployment

Performance management:
In administering performance management processes in respect of employees with disabilities, Donalda Club will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans.

Career development and advancement:
Where the Club provides career development and advancement to its employees, Donalda Club will take into account the accessibility needs of employees with disabilities as well as any individual accommodation plans.

Redeployment:
Where Donalda Club has a redeployment process in place, it will take into account the accessibility needs of employees with disabilities as well as any individual accommodation plans during the redeployment process.

Training for staff:
Donalda Club will provide training on this policy, practices and procedures, the employment standards under the Integrated Regulation and the Human Rights Code as it pertains to the duty accommodate to all employees with disabilities. Training will be provided to all employees, contractors and volunteers.

Record keeping:
Donalda Club will maintain accurate records of training delivered to staff and make these records available for inspection as may be required.

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Questions About this Policy

If you have questions on this policy, want to provide feedback or have a complaint, please contact the Human Resources Department:

Contact: Antoinette Steede – Human Resources Manager
Address: 12 Bushbury Drive, Toronto, ON M3A 2Z7
Phone: 416-446-5871
E-mail: humanresources@donaldaclub.ca
Website: donaldaclub.ca

This policy is available in an alternative format upon request.

Integrated Accessibility Standards Multi-Year Plan

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Introduction

Introduction and Statement of Commitment:
The Integrated Accessibility Standards Regulation (IASR) under the Accessibility for Ontarians with Disabilities Act (AODA) required Donalda Club to develop a multi-year plan every five years to prevent and remove barriers for persons with disabilities.

Every five years, Donalda Club sets a course to prevent, identify and remove barriers for persons with disabilities. Through its multi-year accessibility plan, Donalda Club aims to become barrier-free by 2025.

This course includes complying with the following accessibility standards:
• Customer Service
• Information and Communications
• Employment
• Transportation (not applicable)
• The Built Environment

The 2012-2017 accessibility plan will help inform planning requirements under the Integrated Accessibility Standards Regulation (Integrated Regulation) enacted in July 1, 2011 under the Accessibility for Ontarians with Disabilities Act (AODA). The AODA requires Donalda Club to develop, implement, and enforce accessibility standards so that goods, services, facilities, accommodation, employment, buildings, structures and premises are accessible to persons with disabilities. The multi-year accessibility plan outlines the specific steps the Donalda Club is taking to improve opportunities for persons with disabilities and comply with the phased-in requirements of the Regulation beginning January 1 2012. Donalda Club remains committed to improving accessibility through the identification, removal and prevent of barriers in our Club.

Policy:
Donalda Club will establish, implement and maintain a multi-year accessibility plan, which outlines the Club’s strategy to prevent and remove barriers and meet its requirements. Specifically, the multi-year plan will:
Provide a framework for developing cohesive accessibility initiatives which identify, remove and prevent barriers
Set annual goals for specific improvements to accessibility
Establish action plans for meeting those goals and initiating accountability at various levels
Seek input and suggestions from the wider organizational community

Purpose
The purpose of this Statement of Policy and Procedure is to create a workable multi-year accessibility plan that outlines the Club’s strategy to prevent and remove barriers and meet its requirements under the Integrated Regulation. This plan will meet the needs of all customers and employees with disabilities, and provide a mechanism for planning, reviewing and evaluating the implementation of the AODA Accessibility Standards.

Responsibility:
This policy applies to members; guests; employees; volunteers; applicants for employment with Donalda Club who may require employment accommodation through the recruitment, assessment, selection, and hiring process; contractors and subcontractors engaged by Donalda Club and any other third party providing goods, services or facilities on Donalda Club’s behalf.

It is the responsibility of Donalda Club to assess current policies, practices and procedures, premises, access to goods and services, and information and communication systems to identify barriers for persons with disabilities. It is the responsibility of Donalda Club to address the identified barriers and develop a five-year plan for the removal and prevention of these barriers. Donalda Club will post the plan on the Club website, and provide all information relating to the plan in alternative formats upon request. Donalda Club will review and update the plan at least once every five years.

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Part I - General Requirements

General Requirements

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Part II - Information & Communication Standards

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Part III - Employment Standards