Accessibility Policy
(Employment and Customer Service)

 
POLICY STATEMENT
Mad River Golf Club ensures it meets the requirements of both the Employment Standard and Customer Service Standard included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act.
 
The Employment Standard requires Mad River Golf Club to make its workplace and employment practices accessible to potential or current employees with disabilities. The Customer Service Standard outlines requirements for removing barriers for people with disabilities so they can access goods, services and/or facilities. All goods and services provided by Mad River Golf Club shall follow the principles of dignity, independence, integration, and equal opportunity. Please note that this standard applies to the provision of goods and services to the public or other third parties, and not to the goods themselves.
 
APPLICATION
This policy applies to all employees who work at Mad River Golf Club. It is the responsibility of all employees to be familiar with and abide by the terms of this policy.
 
Definitions
 
“Assistive Device” means a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
 
“Disability” as defined by the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code refers to:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

 
“Guide Dog” means a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58: Guide Dogs under the Blind Persons' Rights Act, to provide mobility, safety and increased independence for people who are blind.
 
“Performance Management” means activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
 
“Service Animal” as defined by the Customer Service Standard included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act refers to:
 
An animal is a service animal for a person with a disability if:

1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:

• A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
• A member of the College of Chiropractors of Ontario;
• A member of the College of Nurses of Ontario;
• A member of the College of Occupational Therapists of Ontario;
• A member of the College of Optometrists of Ontario;
• A member of the College of Physicians and Surgeons of Ontario;
• A member of the College of Physiotherapists of Ontario;
• A member of the College of Psychologists of Ontario; or
• A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

 
“Support Person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
 
CUSTOMER SERVICE STANDARD – PROCEDURES AND GUIDELINES
In accordance with the Customer Service Standard, this Policy addresses the following:

1. Provision of Goods and Services to Persons with Disabilities
2. Use of a Customer’s Own Assistive Device(s)
3. Use of Guide Dogs, Service Animals, and Service Dogs
4. Use of Support Persons
5. Notice of Service Disruptions
6. Customer Feedback
7. Training
8. Notice of Availability and Format of Required Documents

 
A. Provision of Goods and Services to Persons with Disabilities
Mad River Golf Club will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety   risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customer's disability.

B. Use of a Customer’s Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Mad River Golf Club.
 
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
 
C. Guide Dogs, Service Animals, and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal, or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, service animals and/or service dogs.
 
Food Service Areas
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law. As per section 14 of the Ontario Regulation 493/17 Food Premises under the Health Protection and Promotion Act, other types of service animals are not permitted into food service areas.
 
Exclusion Guidelines
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Mad River Golf Club will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
 
Applicable Laws

• Section 44 (2) of the Ontario Regulation 31/05: Meat under the Food Safety and Quality Act: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
• Section 14 of the Ontario Regulation 493/17 Food Premises under the Health Protection and Promotion Act: Normally does not allow live birds or animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow service animals as defined by the Customer Service Standard to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
• Section 11 of the Dog Owners' Liability Act: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

 
Recognizing a Guide Dog, Service Dog and/or Service Animal
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Mad River Golf Club may request verification from the customer.
 
Care and Control of the Animal
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
 
Allergies
If a health and safety concern present itself for example in the form of a severe allergy to the animal, Mad River Golf Club will make all reasonable efforts to meet the needs of all individuals.
 
D. Use of Support Persons
If a customer with a disability is accompanied by a support person, Mad River Golf Club will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person, and that Mad River Golf Club will not charge the support person any fees or fares.
 
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, Mad River Golf Club will make every reasonable attempt to resolve the issue.
 
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
 
E. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Mad River Golf Club. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Mad River Golf Club’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
 
Notifications shall include (unless not readily available or known):

• the goods and/or services that are either being disrupted or unavailable;
• the reasons for the disruption;
• its anticipated duration; and
• a description of alternative facilities or services, if any, that are available

 
Notification Options
When disruptions occur, Mad River Golf Club will provide notice by:

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Mad River Golf Club website;
• contacting customers with appointments;
• verbally notifying customers when they are making a reservation or appointment; or
• by any other method that may be reasonable under the circumstances.

This policy is available in accessible formats or communication supports, upon request.
 

 Customer Feedback

Mad River Golf Club shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on the Mad River Golf Club website. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (handwritten, delivered, website or email), will be available upon request.

 

Submitted Feedback

Customers can submit feedback to:            
 
Sandy Higgins
Marketing Manager
2008 Airport Road Box 1100
Creemore, ON L0M 1G0
705-428-3673
[email protected]
 

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

 

MULTI-YEAR ACCESSIBILITY PLAN                                                                                    

AUTHOR: TRISH CARMAN, HUMAN RESOURCES

APPROVED BY: GARY WARD, GM/COO

RELEASE DATE: MARCH 2024

REVISION DATE: NA

MESSAGE FROM THE CHIEF OPERATING OFFICER

On behalf of the Board of Directors, our membership, and our employees I am pleased to share with you the Mad River Golf Club’s Multi-Year Accessibility Plan (2024-2027). We recognize that planning for accessibility helps us create an environment where all members and guests can continue to enjoy all amenities throughout all life stages. As our Club community strives to provide a barrier-free environment for years to come, this will require full participation from all stakeholders who enjoy the property. Together, we must ensure that our Club is fully accessible to all. I appreciate the commitment made by the Board of Directors, all Club governance, employees, and the membership to ensure that the Club remains accessible to all who wish to experience the Mad River life.

Gary Ward, General Manager and Chief Operating Officer

INTRODUCTION

The Mad River Golf Club strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. The Mad River Golf Club is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities. Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians. The plan is reviewed and updated at least once every 5 years. We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

GUIDELINES

Customer Service Access to Goods and Services

The Mad River Golf Club will seek to provide barrier-free access to the company’s goods and services for all customers. Where barriers cannot be removed, alternate means for accessing goods or services will be provided to the best of the company’s ability.

Actions Taken:

• Member Satisfaction Surveys have been distributed to look for opportunities to improve our services and processes in an effort to make it faster, easier and more efficient to do business with the Mad River Golf Club in an accessible environment.
• All employees have been trained on interacting with customers of all abilities and we maintain records of the training that is provided.
• Assistive devices and service animals are permitted on all Mad River Golf Club premises locations in areas where customers have access.
• Support persons that accompany a person with a disability are welcome in areas where the public or third parties are permitted and or served.
• Customers are informed when accessible services are temporarily unavailable.
• The Joint Health and Safety Committee meets every 2^nd month and has been tasked with addressing any accessibility concerns brought forth by any concerned persons.

Actions Planned:

• Continue to train new employees on accessible customer service through external platform prior to start date.
• Continue enabling customers to use assistive devices and welcoming the assistance of service animals and support persons, when required.
• Continue to communicate when accessible services are temporarily unavailable using methodologies appropriate for the circumstances.
• Continue reviewing emergency procedures to ensure customers with varying abilities are assisted in building emergencies.

Information and Communications

The Mad River Golf Club understands the importance of accessible digital and non-digital forms of communication and will do its best to provide accessible types of communication and information to all individuals with disabilities. Such accessible formats and communication supports will be provided upon request, in a timely manner and at no additional cost.

Service Disruptions

Service disruptions may occur for reasons that may or may not be within the control or knowledge of the Mad River Golf Club. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice.

When disruptions occur, the company will:

• Post notices in the nearest accessible entrance to the service disruption,
• Update the company website with information about the disruption;

The company will make every reasonable effort to indicate when services will resume and suggest alternatives that can be utilized during the disruption. In some circumstances, such as in the situation of unplanned temporary disruptions or emergencies, advance notice may not be possible.

Actions Taken:

• Implemented our accessible customer service feedback process. Feedback can be provided in multiple formats including phone, email, and TTY.

Actions Planned:

• Develop processes to ensure information can be made accessible to people with disabilities upon request.
• Develop guidelines and best practices for creating accessible documents.
• Work with employees that create documents that are accessible.
• Develop best practices to make email communication more accessible.
• Continually improve accessibility of our information and communications by reviewing feedback received and conducting accessibility audits to identify accessibility barriers and striving for barrier removal.

Employment

The Mad River Golf Club will continue to make every effort to identify, remove, and prevent barriers by developing inclusive employment procedures that support persons with disabilities with accommodations during the recruitment and selection stages, and throughout the employment life cycle.

Recruitment and Hiring

The Mad River Golf Club understands that improving workplace accessibility and ensuring an accessible recruitment and selection process for applicants with disabilities can expand the pool of talented candidates. Upon request, the company will provide candidates with reasonable accommodations during the interview and selection process. Where an accommodation is requested, the company will consult with the applicant to arrange suitable accommodations, such as providing the application in an alternate or accessible format. The company interview process will focus on experience and skills and will not discriminate against candidates who have a disability or require an accommodation. The Mad River Golf Club is committed to hiring decisions that are unbiased and based on qualifications and past experience. Successful candidates will be made aware of policies and supports for accommodations upon completion of the recruitment process.

Our Club is an inclusive work environment and as such has a workplace accommodation policy in place.

• Job applicants who are selected for an interview and/or testing will be notified that accommodations are available, upon request. Processes have been established to consult with any applicant who requests an accommodation in a manner that takes into account the applicant’s unique abilities.
• When offers of employment are made, we notify the successful applicants of the policy for accommodating employees with disabilities.

Actions Planned:

• Continue addressing barriers to recruitment.
• Continue to accommodate employees, as appropriate.

Training

The Mad River Golf Club recognizes that skills development and career planning can enrich the employment experience, increase engagement, and reduce turnover for individuals with disabilities. The company will align training and development programs to meet the needs of employees with disabilities and provide training as soon as reasonably practicable upon the person being assigned to applicable duties. Training programs will be designed with flexibility to allow customization for the individual requirements of the employee, such as providing training materials in accessible or conversion-ready formats that take into account the need of the employee. The company will consider employee barriers when implementing performance management processes, or when offering career development, employment support, or advancement opportunities.

Communication

The Mad River Golf Club will provide or arrange for accessible formats and communication supports for employees, upon request. The company will consult with the employee to determine the specific barrier and the best way to provide support. Such accessible formats and communication supports are conversion-ready and will be provided in a timely manner and at no additional cost to employees. When communicating with or providing information to an employee who requires accommodation or assistance due to a disability, the company will ensure that all communication with the individual is completed in a manner that takes into account the individual’s disability. Where an assistive device is used, the company will reasonably accommodate the use of the device.

Actions Taken:

• All employees have taken the required AODA training.
• AODA training is included in the On-Boarding/Orientation process and completion is required prior to scheduling a start date.
• Mandatory training continues to be provided to all new employees.
• Our external training platform allows managers to check their direct report’s training compliance on demand.
• Organization-wide training compliance check reports are run as needed.

Actions planned:

• The Mad River Golf Club will enforce a refresher training cycle at least every three years or as changes occur to ensure knowledge remains current.

Design of Public Spaces

The Mad River Golf Club will work to ensure that the built environment, including building interior and exterior, are designed to facilitate barrier-free access to goods or services for members, guests, and employees. If areas of the built environment are not accessible for certain individuals with disabilities, the company will work with the individual to provide an alternate means of access.

Actions Taken:

• Continuously improve physical accessibility in all The Mad River Golf Club facilities.
• Continue to implement accessibility improvements.
• Continue to respond to temporary disruptions when accessible elements in public spaces are not in working order by notifying the public and prioritizing remediation.
• Continue to maintain accessible elements in public spaces through monitoring and regularly planned preventative maintenance of accessible elements.

Transportation

Actions Taken:

• Sidewalks and roadways are accessible and facilitate easy and safe mobility throughout Mad River Golf Club property.

Actions Planned:

• Continue to research and incorporate methods to improve accessibility on all Mad River Golf Club roadways and walkways.

CONCLUSION

The Mad River Golf Club is committed to the prevention, identification, and removal of accessibility barriers. The Multi-Year Accessibility Plan will be monitored by the Joint Health and Safety Committee and Club Governance on an annual basis and status updates will be posted on the Club’s website.

The Multi-Year Accessibility Plan will be updated in 2029 in consultation with employees, members, and visitors with disabilities. Accessibility is everyone’s responsibility and will be incorporated by design into the work of all Club departments. The Club’s Multi-Year Accessibility Plan will coordinate across all service areas to create a shift in the workplace culture with respect to attitudes about accessibility and disability.

The Mad River Golf Club will demonstrate and maintain accessibility excellence as an inclusive employer, service provider and community supporter. For inquiries about this plan or to request an alternate format, please contact [email protected] or 705-428-3673.