PMFRC Accessibility Standards for Customer Service

1. Our mission
   The mission of the Petawawa Military Family Resource Centre (PMFRC) is to enrich the lives of individuals and families of the military community through positive action, education and support.
   
   
2. Our commitment
   In fulfilling our mission, the PMFRC 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 also 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 other customers.
   
   
3. Providing goods and services to people with disabilities
   The PMFRC is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
   
   3.1 Communication
   We will communicate with people in ways that take into account their disability.
   
   We will train staff who communicate with customer on how to interact and communicate with people with various types of disabilities.
   
   
   3.2 Telephone Services
   We are committed to providing fully accessible telephone service to our customers.  We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
   
   We will offer to communicate with customer by e-mail, TTY and large print if telephone communicating is not suitable to their communication needs or is not available.
   
   
   3.3 Assistive devices
   We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.  We will ensure that our staff is trained and familiar with various assistive devices that may be used by customer with disabilities while accessing our goods and services.
   
   We will also ensure that staff know how to use the following assistive devices available on our premises for our customers:
   - Computers
   - TTY
   
   
   3.4 Billing
   We are committed to providing accessible invoices to all of our customers.  For this reason, invoices will be provided in the following formats upon request:
   - Hard copy
   - E-mail
   - Large Print
   - Verbally (with a copy of the bill for the customer)
   
   We will answer any questions customers may have about the content of the invoice in person, by telephone, or email.
   
   
4. Use of service animals and support persons
   We are 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 and other third parties.  We will also ensure that all staff, volunteers and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
   
   We are committed to welcoming people with disabilities who accompanied by a support person.  Any person with a disability who is accompanied by a support person will be allowed to entre the PMFRC’s premises with his or her support person..  At no time will a person 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.
   
   Fees will not be changed for support persons for admission to the PMFRC’s premises.  Customers will be informed of this by a notice that will be posted in PMFRC’s premises and website.
   
   
5. Notice of temporary disruption
   PMFRC will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.  This notice will include information about the reason for the disruption, its anticipated duration, and description of alternative facilities or services, if available.
   
   The notice will be placed at all public entrances and service counters on our premises.
   
   
6. Training for staff
   The PMFRC will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practises and procedures.  Individuals in the following positions will be trained:
   
   - Supervisory Staff
   - Customer Service Representatives
   - Administrative Assistants
   - Program Leaders and Support Workers
   
   This training will be provided within 3 weeks after staff commences their duties.
   
   

   Training will include the following:

   • The purposes 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 a support person;
     
   • How to use the computer, TTY, word programs, and e-mail;
     
   • What to do is a person with a disability is having difficulty in accessing PMFRC’s goods and services;
     
   • PMFRC’s policies, practises and procedures related to the customer service standard.
     
     Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities.  Staff will also be trained on an ongoing basis when changes are made to these policies, and practises and procedures.
     
     
7. Feedback process
   The ultimate goal of the PMFRC is to meet and surpass customer expectations while servicing customers with disabilities.  Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
   
   Feedback regarding the way that PMFRC provides goods and services to people with disabilities can be made by e-mail, verbally, on feedback card or ever the telephone.  All feedback will be directed to the Executive Director.  Customers can expect to hear back in 7 days.
   
   Complaints will be addressed according to complaint categories already established in our company’s complaint procedures.
   
   
   7.1  Feedback locations/contacts:
   
   PMFRC (Administrative Location)
   10-16 Regalbuto Ave.
   Petawawa ON, K8H 1L3
   Tel (613) 687-1641
   Fax (613) 687-1858
   
   The Family Centre
   12 Reichwald Cres.
   Petawawa, ON K8H 1J4
   Tel (613) 687-7587
   Fax (613) 687-9960
   
   Lil’ Troopers Day Care
   P-106 28 Craftsman Road
   Petawawa, ON K8H 2X3
   Tel (613) 687-5511 local 2977
   
   South Side Community Centre
   1578 Wolfe Ave.
   Petawawa, ON K8H 2S9
   Tel (613) 687-2104
   Fax (613) 687-1045
   
   Employment Services (Petawawa)
   3025 Petawawa Blvd. Unit D
   Petawawa ON K8H 1X9
   Tel (613) 687-1717
   Fax (613) 687-2319
   
   Employment Services (Deep River)
   1 Champlain St. Unit A
   Deep River ON K0J 1P0
   Tel (613) 584-1717
   Fax (613) 584-1710 
   
   E-mail: kimberley.hetherington@forces.gc.ca 
   
   Customer Feedback Form [.doc]
   
   
8. Modifications to this or other policies
   We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  Therefore, no changes will be made to this policy before considering the impact on people with disabilities.  Any policy of PMFRC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
   
   
9. Questions about this policy
   This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about the policy, or if the purpose of the policy is not understood, and explanation should be provided by, or referred to the Executive Director of the PMFRC.

South Side Community Centre
1578 Wolfe Ave., Petawawa

South Side Community Centre
1578 Wolfe Ave., Petawawa