ACCESSIBLE CUSTOMER SERVICE PLAN
Providing Goods and Services to People with Disabilities
Camp Muskoka is committed to excellence in servicing all customers including people with disabilities.
Assistance Devices: We encourage the use of various assistive devices (walkers, scooter, TTYs, Amplification Systems), however, we do not provide Assistive Devices. Staff will be available to assist customers, as appropriate.
Based on the outdoor environment of Camp Muskoka, it is the primary responsibility of the person bringing the assistive devices to ensure their functionality in such an environment. Camp Muskoka will do its best to ensure the opportunity of use of these devices, however is not responsible for the damage of any special equipment, modifications to the equipment due to outdoor use, weather conditions, etc.
Communication: We will communicate with people with disabilities in ways that take into account their disability.
Service Animals: We welcome people with disabilities and their service animals (guide dogs, hearing alert animals, seizure alert animals). Service animals are allowed wherever the general public is allowed. A person with a disability accompanied by a service animal is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is unable to accompany the customer (Aerial Park), or otherwise excluded by law from the premises (kitchen, first aid centre), or by other health and safety requirements. If they are excluded, Camp Muskoka will ensure that other measures are available for the person with disability to obtain, use or benefit from our services and programs.
Support Persons: A person with a disability who is accompanied by a support person will be allowed wherever the general public is allowed. In some cases, we may require a support person in order to protect the person with a disability or others on the premises. At this time, Camp Muskoka does not provide support persons.
For Summer Camp program guests, external support persons may be permitted to accompany campers on a case by case basis, as approved by the Executive Director. Support persons will require a Police Check and Vulnerable Sector Check screening, and will be required to pay 50% of the regular fee. If approved, they will both be allowed to enter the premises and not be prevented from having access to each other.
For Outdoor Education Leadership Centre program guests, where a fee is applicable and a support person is required by the guest with a disability, an external support person may be permitted to accompany a guest on a case by case basis, as approved by the group organiser and the Executive Director. The support person may be required to pay 50% of the regular rate of fees in order to attend, and must meet the staff screening requirements of the group organisers.
Notice of Temporary Disruption: In the event of a planned or unexpected disruption (such as scheduled maintenance procedures, or unexpected occurrences, such as power outages) to services or provide facilities for customers with disabilities, Camp Muskoka will notify customers promptly to ensure that our guests on site are aware of any such interruption and the impact that it may cause.
The communication will include key information with respect to the reason for and duration of the interruption, and the alternatives to the services being offered. The notice will be placed in a relevant prominent locations on our premises and, when appropriate, shall be placed on our website.
Training For Employees: Camp Muskoka will provide training to all employees who deal with the public or other third parties on their behalf. This training will be provided to all current employees, and will be part of the regular orientation for all new employees. Training will include:
· An overview of the Accessibility for Ontarians with Disabilities Act (AODA) and the customer service standard.
· Camp Muskoka’s plan related to 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.
· What to do if a person with a disability is having difficulty in accessing Camp Muskoka’s goods and services.
Employees will also be trained when changes are made to our accessible customer service plan.
Feedback Process: Camp Muskoka values your feedback. To provide feedback, or ask questions, on the programs and services for people with disabilities, please contact Camp Muskoka through one of the following sources: Email: firstname.lastname@example.org Phone: 1-705-645-6000 or toll free 1-888-734-CAMP (2267)
We value your interest in helping us assure that we are providing the best possible services to persons with disabilities and welcome all feedback, suggestions, and comments. All feedback will be directed toward Executive Director and will receive a response back within 5-7 days. Complaints will be forwarded to the appropriate management delegate and followed up on with them.
Modifications to this or other Policies: Any policy of Camp Muskoka that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.