AODA/IASR Multi-Year Accessibility Plan

Introduction and Statement of Commitment

In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (the “AODA”). It is the goal of the Ontario government to make Ontario accessible by 2025. The Integrated Accessibility Standards Regulations (“IASR”) under the AODA require that the Shaw’s Ice Cream establish, implement, maintain, and document a multi-year accessibility plan which outlines the organization’s strategy to prevent and remove barriers for persons with disabilities and to meet its requirements under the IASR.

Under the AODA, the following accessibility standards set certain requirements that are applicable to the Shaw’s Ice Cream:

  • Customer Service.
  • Information and Communications.
  • Employment; and
  • Accessibility Standards for the Built Environment

This multi-year plan outlines Shaw’s Ice Cream’s current AODA plan as outlined in the Shaw’s Ice Cream Integrated Accessibility Standards Regulation Policy HR1.09.1 and its strategy to prevent and remove barriers to address any future requirements of the AODA.

In accordance with the requirements set out in the IASR, Shaw’s Ice Cream will:

  • Establish, review, and update this plan in consultation with persons with disabilities.
  • Post this plan on its website (www.shawsicecream.com).
  • Report as required on its website the implementation of this plan.
  • Provide this plan in an accessible format, upon request; and
  • Review and update this plan at least once every five years.

 

Customer Service Standards

Commitment

Shaw’s Ice Cream’s commitment as outlined in the Shaw’s Ice Cream Integrated Accessibility Standards Regulation Policy HR1.09.1 has been in compliance with the Accessible Customer Service Regulation under the AODA and will continue to comply with the Customer Service Standards under the IASR.

Shaw’s Ice Cream is committed to excellence in serving all customers, including persons with disabilities and it will carry out its functions in a manner which delivers an accessible customer service experience.

Shaw’s Ice Cream is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. This commitment will be integrated wherever possible and will ensure that persons with disabilities will benefit from the same services, in the same place and in a similar way as other customers.

Action Taken

The following measures have been implemented by Shaw’s Ice Cream:

  • Ensuring all persons who, on behalf of Shaw’s Ice Cream, deal with the public or other third parties, and all those who are involved in the development and approvals of customer service policies, practices, and procedures, as well as all others providing services to our customers, are trained to communicate and provide the best possible customer service to all customers, including persons with disabilities.
  • Ensuring such persons are familiar and will support various assistive devices that may be used by customers with disabilities who are accessing Shaw’s Ice Cream’s goods or services.
  • Ensuring completion of accessibility training is tracked and recorded.
  • Ensuring customers accompanied by a service animal in areas of Shaw’s Ice Cream’s open to the public and other third parties, are accommodated.
  • Ensuring that if a person with a disability is accompanied by a support person, the support person is accommodated. If the support person is assisting the customer participating in a Shaw’s Ice Cream’s event or program, but that person is not participating in the event/program on his or her own behalf, the support person is not charged a fee to attend the event/program.
  • Providing public with notice in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities, by placing such notices at all public entrances and service counters on Shaw’s Ice Cream’s premises. If the disruption is long-term, Shaw’s Ice Cream’s will post an announcement on its website informing customers of the location, duration of the disruption and alternate solutions.
  • Continuing to welcome and appreciate feedback from persons with disabilities through multiple communication channels; a feedback form is available for employees. The website hopes to integrate with the new ERP system that links to a feedback form for customers.
  • An “Accessibility” section has been added to the footer of the website www.shawsicecream.com, to communicate the accessible customer service policy including related procedures and guidelines; and
  • Completing compliance reports for accessibility when required to do so.

Emergency Procedure, Plans, or Public Safety Information

Commitment

Shaw’s Ice Cream is committed to providing and maintaining premises that respect the dignity and independence of persons with disabilities.

Action Taken

The following measures are implemented by Shaw’s Ice Cream:

Emergency procedures, plans and public safety information that are prepared by Shaw’s Ice Cream and made available to the public, will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

  • An Accessible Format Request Form was developed and is available on-line on the Shaw’s Ice Cream website. Upon receipt of a request from the public for such documentation for an accessible format Shaw’s Ice Cream staff will accommodate accordingly.

Workplace Emergency Response Information

Commitment

Where Shaw’s Ice Cream is aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.

Action Taken

The following measures have been or will be implemented by Shaw’s Ice Cream:

  • Individualized workplace emergency response information procedures will be developed for employees with disabilities, as required.
  • Workplace Emergency Response Information forms have been prepared for employees who have disclosed a disability and who are being accommodated according to their disabilities.
  • Where required, Shaw’s Ice Cream will provide assistance to disabled employees, with the disabled employees’ prior consent, to help them evacuate the workplace in case of an emergency or disaster.
  • Individualized emergency plans will be communicated to the employees’ respective managers and Safety personnel, on an ‘as needed’ basis.
  • On an ongoing and regular basis, and as per the applicable terms of the IASR, Shaw’s Ice Cream will review and assess general workplace emergency response procedures and individualized emergency plans to ensure accessibility issues are addressed. AODA compliance has also been added to the Joint Health and Safety Committee agenda.

Training

Commitment

Shaw’s Ice Cream is committed to implementing a process to ensure that all employees and persons participating in the development and approval of Shaw’s Ice Cream’s policies, are provided with appropriate training on Shaw’s Ice Cream policy and the requirements of the

IASR / Ontario Human Rights Code as it pertains to persons with disabilities and are provided with such training as soon as practicable.

Training is performed with all new employees and yearly with all other employees. The Employee Handbook also provides the AODA/IASR program outline and resources to supporting individuals with disabilities.

Action Taken

The following measures have been implemented by Shaw’s Ice Cream:

  • Establish an internal committee with the responsibility for developing appropriate training.
  • Determine and ensure that appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities, is provided to all employees.
  • Ensure that the training is provided to persons referenced above as soon as practicable.
  • Keep and maintain a record of the training provided, including the dates that the training was provided and the number of individuals to whom it was provided.
  • Ensure that training is provided on any changes to the prescribed policies on an ongoing basis.

Information and Communication Standards

Commitment

Shaw’s Ice Cream is committed to making company information and communications accessible to persons with disabilities. Shaw’s Ice Cream will incorporate new accessibility requirements under the information and communication standard to ensure that its information and communications systems and platforms are accessible and are provided in accessible formats that meet the needs of persons with disabilities.

1. Feedback, Accessible Formats and Communication Supports

Action Taken

The following measures were implemented by the Shaw’s Ice Cream:

  • Ensure that existing and new processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request and in a timely manner.
    • More broadly, as a general principle where accessible formats and communication supports for persons with disabilities are requested:
    • Provide or arrange for the provision of such accessible formats and communication supports.
    • Consult with the person making the request to determine the suitability of the accessible format or communication support.
    • Provide or arrange for the provision of accessible formats and communication supports in a timely manner that takes into account the person’s accessibility needs due to disability, and at a cost no more than the regular cost charged to other persons.
    • Notify the public about the availability of accessible formats and communication supports.

Feedback communication platforms include suggestions boxes, the website feedback format, at training events, during performance reviews, during safety inspections and during the interview process.

2. Accessible Websites and Web Content

  • Shaw’s Ice Cream public website www.shawsicecream.com will meet AODA/IASR compliance by mid 2022 during the website update initiative 2021.
  • New website content is coded in a compliant fashion to empower third-party consumer tools.
  • Adoption of standards in Internet technology to ensure the public websites are compatible with the above-mentioned tools.
  • AODA compliance is included as criteria in selecting technology vendors for new website development initiatives.

Planned Action:

In accordance with the IASR, Shaw’s Ice Cream will:

  • Ensure development of its next generation digital platform for public websites, mobile applications, in-store media, and information technology infrastructure meet AODA/IASR and that partnering vendors have necessary expertise with such technology.
  • Use guiding principles in the development of new corporate intranet applications as outlined by the Ontario Government’s new Online Design Program standard, which specifies compliance with international accessibility guidelines, WCAG 2.0.
  • Expand awareness of requirements for compliance with Information and Communication Standards of AODA.

Employment Standards

1. Recruitment

Commitment

Shaw’s Ice Cream is committed to fair and accessible employment practices that attract and retain employees with disabilities. This includes providing accessibility across all stages of the employment cycle.

Action Taken

The following measures are implemented by Shaw’s Ice Cream:

Recruitment General

Shaw’s Ice Cream will notify employees and the public of the availability of accommodation for applicants with disabilities in the recruitment process. This will include:

  • A review and, as necessary, modification of existing recruitment policies, procedures, and processes.
  • Specifying that accommodation is available for applicants with disabilities, on the Shaw’s Ice Cream website and on job postings.
    • Working with suppliers to ensure external Web pages are compliant with the Information and Communication Standards under the IASR’s requirements.

Recruitment, assessment, and selection

Shaw’s Ice Cream will notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used in the assessment/selection process. This will include:

  • A review and, as necessary, modification of existing recruitment policies, procedures, and processes.
  • Inclusion of availability of accommodation notice as part of the script in the scheduling of an interview and/or assessment.
  • If a selected applicant requests an accommodation, consult with the applicant, and arrange for provision of suitable accommodations in a manner that takes into account the applicant’s accessibility needs due to disability.

Notice to Successful Applicants

When making offers of employment, Shaw’s Ice Cream will notify the successful applicant of its policies for accommodating employees with disabilities. This will include:

  • A review and, as necessary, modification of existing recruitment policies, procedures, and processes.
  • Inclusion of notification of Shaw’s Ice Cream’s policies on accommodating employees with disabilities in offer of employment letters.

2. Informing Employees of Supports

In accordance with the IASR, Shaw’s Ice Cream will inform all employees of policies that support employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.

Action Taken

The following measures are implemented by Shaw’s Ice Cream:

  • Informing current employees and new hires of Shaw’s Ice Cream policies supporting employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s needs due to disability.
  • Providing information under this section as soon as practicable after the new employee begins employment, specifically in the orientation process.
  • Keeping employees up to date on changes to existing policies on job accommodations with respect to disability.
  • Where an employee with a disability so requests it, Shaw’s Ice Cream will provide or arrange for provision of suitable accessible formats and communications supports for: o Information that is needed in order to perform the employee’s job.
    • Information that is generally available to employees in the workplace.
    • In meeting the obligations to provide the information that is set out in the paragraph above, Shaw’s Ice Cream will consult with the requesting employee in determining the suitability of an accessible format or communication support.

3. Documented Individual Accommodation Plans/Return to Work Process

Commitment

Shaw’s Ice Cream will incorporate new accessibility requirements under the IASR to ensure that barriers in accommodation and return to work processes are eliminated and corporate policies surrounding accommodation and return to work are followed, where applicable.

Action Taken

The following measures have been implemented by Shaw’s Ice Cream:

Shaw’s Ice Cream existing policies include steps that Shaw’s Ice Cream will take to accommodate an employee with a disability and to facilitate an employee’s return to work after absenteeism due to disability.

Shaw’s Ice Cream will review and assess the existing policies to ensure that they include a process for the development of documented individual accommodation plans for employees with a disability if such plans are required.

Shaw’s Ice Cream will ensure that the process for the development of documented individual accommodation plans includes the following elements, in accordance with the provisions of the IASR:

  • Include in the process the manner in which the employee requesting accommodation can participate in the development of the plan.
  • Include in the process the means by which the employee is assessed on an individual basis.
  • Include in the process the manner in which Shaw’s Ice Cream can request an evaluation by an outside medical or other expert, at Shaw’s Ice Cream’s expense, to assist Shaw’s Ice Cream in determining if and how accommodation can be achieved.
  • Steps are in place to protect the privacy of the employee’s personal information.
  • Outline the frequency in which individual accommodation plans will be reviewed and updated and the manner in which this will be done.
  • Provide the employee with the reasons for the denial if an individual accommodation plan is denied.
  • Include in the process the means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs.
  • If individual accommodation plans are established, ensure that they include:
  • Individualized workplace emergency response information that is required;
    • Any information regarding accessible formats and communication supports that have been provided for or arranged, in order to provide the employee with: ▪ Information that is needed in order to perform the employee’s job.
    • Information that is generally available to employees in the workplace.
    • Identify any other accommodation that is to be provided to the employee.

Shaw’s Ice Cream will ensure that the return-to-work process as set out in its existing policies outlines the steps the Shaw’s Ice Cream will take to facilitate the employee’s return to work after a disability-related absence, outlines the development of a written individualized return to work plan for such employees, and requires the use of individual accommodation plans, as discussed above, in the return-to-work process.

4. Performance Management and Career Development

Commitment

Shaw’s Ice Cream will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:

  • When using its performance management process in respect of employees with disabilities.
  • When providing career development and advancement to its employees with disabilities.

Action Taken

The following measures have been implemented by Shaw’s Ice Cream:

  • Review, assess and, as necessary, modify existing policies, procedures and practices to ensure compliance with the IASR.
  • Take the accessibility needs of employees with disabilities and, as applicable, their individualized accommodation plans, into account when:
  • Assessing performance
  • Managing career development and advancement
  • Review, assess and, as necessary, include in Performance Management, accessibility criteria.
  • Take into account the accessibility needs of employees with disabilities when providing career development and advancement to its employees with disabilities, including notification of the ability to provide accommodations on internal job postings.

Design of Public Spaces Standards (Accessibility for the Build Environments)

Commitment

Shaw’s Ice Cream is committed to designing public spaces that are free from barriers and accessible to all persons we serve while undertaking new construction or planned significant alterations.

Action Taken

In accordance with the IASR, Shaw’s Ice Cream implemented the following:

  • Shaw’s Ice Cream shall comply with the AODA Design of Public Spaces Standards (Accessibility Standards for the Built Environment) when undertaking new construction or planned significant alterations of public spaces.