Accessibility for Ontarians with Disability Act (AODA)

“Assistive devices” shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).

“Employees” shall mean every person who deals with members of the public or other third parties on behalf of YNCU, whether the person does so as an employee, agent, volunteer or otherwise.

“Persons with disabilities” shall mean those individuals who have a disability.  “Disability” as defined under the Ontario Human Rights Code is:

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 a 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, 1997.

“Service animals” shall mean any animal individually trained to do work or perform tasks for the benefit of a person with a disability.

“Support persons” shall mean any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to products or services.

YNCU 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 approval of Member service policies, practices and procedures. Individuals in the following positions will be trained:

Member Service Representatives, Financial Service Representatives, Wealth Advisors, Managers, Board of Directors, Head Office, Administrative Employees, and Branch Employees. New employees will receive this training within the first 30 days after the employee 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;

What to do if a person with a disability is having difficulty in accessing YNCU's products and services;

YCNU's policies, practices and procedures relating to the Customer Service Standard;

Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be notified when changes are made to these policies, practices and procedures.