Our Commitment
PortfolioAid (collectively, “the Company”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws, including the Accessibility for Ontarians with Disability Act, 2005 (AODA).
This document (the “Accessibility Policy”) outlines the Company’s accessibility policies in two areas:
- The Company’s commitment to treat all employees in a way that respects their dignity and independence. This is aligned with the “Integrated Accessibility Standards” under the Accessibility for Ontarians with Disabilities Act, 2005.
- The Company’s commitment to offering products and services to persons with disabilities that are consistent with the principles of dignity, independence, integration and equal opportunity. This is aligned with the Accessibility Standards for Customer Service, Ontario Regulation.
This policy is reviewed at least annually, updated as required and posted on our public website. To request these documents in other accessible formats, please contact us.
Email: accessibility@portfolioaid.com
Phone: 416-479-9710
Multi-Year Accessibility Plan
PortfolioAid maintains a documented Multi-Year Accessibility Plan (collectively, “the Plan”) outlining the Company’s objectives to prevent and remove barriers from its workplace and to improve opportunities for individuals with disabilities. The Plan will be reviewed and updated at least once every two years, or more frequently where required. The Plan will be posted on the Company’s website and upon request, a copy will be provided in an accessible format.
Training Employees
PortfolioAid will ensure accessibility training is provided to all personnel and is appropriate to the duties of each employee. Training will adhere to applicable requirements of the Accessibility Legislation and where appropriate, the Human Rights Code as it relates to individuals with disabilities. Training will also be provided when applicable changes are made to the Company’s accessibility policies, or when an employee changes jobs to a role which requires additional training due. Records of the training will be maintained.
Part I. Employment Standards
Recruitment, Assessment, Selection Process & Onboarding
PortfolioAid will ensure employees and the public are aware that accommodations for applicants with disabilities in the recruitment processes can be made. Appropriate messaging has been added to job postings and career landing pages on our website. The Company is committed to ensuring that the recruitment process is inclusive to persons with disability and that accommodations can be made upon request. Processes are in place to ensure accessibility policies are communicated and requests can be made, received and addressed for accommodation during the recruitment process as well as onboarding. Successful applicants are made aware of Company policies for accommodating employees with disabilities and all employees are required to attest to having read and understood the Company’s Accessibility Policies at least once annually.
Accessible Formats & Communications (for employees)
Processes exist to ensure there is a means for employees to submit accessibility requests and that those requests will be acted upon in a timely manner. The employee will be consulted in determining and delivering on the suitable accessible formats and communication supports.
Workplace Emergency Response Information
PortfolioAid is prepared to provide individualized workplace emergency response information to employees who have a disability or their support person as soon as reasonably possible, and upon request. Once the individualized information is prepared and shared with the individual, it will be reviewed as required.
Documented Individualized Accommodation Plan
PortfolioAid is prepared to develop a documented individual accommodation plan for each employee with a disability who requires such information. The employee requesting such information will participate in the development of the plan. The employee will be assessed on an individual basis and measures will be taken to ensure the individuals privacy will be taken into account. Once the plan is developed and implemented, it will be reviewed whenever necessary.
Return to Work Process
PortfolioAid is prepared to develop a documented return-to-work process for each employee who has been absent from work due to disability and require disability-related accommodation in order to return to work. The process shall outline steps to facilitate the return and take into consideration the employees documented accommodation plan, if applicable. Once the plan has been implemented, it will be monitored and evaluated to ensure it is suitable for the employee.
Performance Management, Career Development & Advancement, and Redeployment
PortfolioAid takes into account the accessibility needs of employees with disabilities, as well as any individual accommodation plans, when initiating performance management processes. Policies are in place to ensure that accessibility needs and individual accommodation plans are taken into consideration when providing career development and advancement opportunities to employees as well as when redeploying individuals with disabilities.
Part II. Information & Communications
Accessible Formats, Communication Supports & Feedback/Complaints Process
PortfolioAid will ensure that its process for receiving and responding to feedback is accessible to persons with disabilities upon request. An Accessibility Committee is assigned to monitoring and responding to any feedback or inquiries in a timely manner. The Committee is responsible for providing, or arranging for the provision of, accessible formats and communications supports, upon request. The committee is will consult the individual making the request to determine the appropriateness of accessible format or communication support given the person’s accessibility needs.
Accessible Websites and Web Content
As the Company continues to refresh its existing public facing website, it will take into account the applicable WCAG requirements. PortfolioAid has began identifying any existing gaps and put together a plan to oversee the website changes over a multi-year period.
Part III. Customer Service
PortfolioAid is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. The Company understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. We are committed to complying with both the Ontario Human Rights Code and the AODA. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Communication
Personnel will communicate with persons with disabilities in ways that takes into account their disability. This means staff will work with the individual to determine the method of communication which works for them.
Assistive Devices
PortfolioAid is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. As part of PortfolioAid Accessibility Plan, the Company will be working on a training program for staff to become familiar with the assistive devices that are available for customers to use in accessing our goods and services. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other reasonable measures will be used to ensure the person with a disability can access our goods, services or facilities.
Use of Service Animals
Persons with disabilities may bring their service animal on the parts of our premises that are open to guests or the public. Any person with a disability who is accompanied by a service animal will be allowed to have that support person accompany him/her on company premises. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
- Explain why the animal is excluded; and
- Discuss with the customer individual another way of providing goods, services or facilities
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In certain cases, PortfolioAid might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
- The person with a disability; or
- Others on the premises
Before making a decision, PortfolioAid will:
- Consult with the person with a disability to understand their needs;
- Consider health or safety reasons based on available evidence; and
- Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.
The individual’s privacy rights will be taken into consideration when accompanied by their support person.
Temporary Service Disruptions
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities PortfolioAid will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Training
PortfolioAid will provide accessible customer service training to:
- All employees and volunteers
- Anyone involved in developing our policies
- Anyone who provides goods, services or facilities to customers on our behalf.
Staff will be trained on accessible customer service during the onboarding process after being hired. Training will include:
- Purpose of the AODA and the requirements of the customer service standard;
- PortfolioAid’s policies 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 a support person.
As part of PortfolioAid Accessibility Plan, the Company will be working on a training program for staff to include:
- How to use equipment or devices which may help with providing goods, services or facilities to people with disabilities.
- What to do if an individual with a disability is having difficulty in accessing the Company’s goods and services.
Staff will also be trained when changes are made to our accessible customer service policies.
Feedback process
PortfolioAid welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Customers who wish to provide feedback on the way PortfolioAid provides goods, services or facilities to people with disabilities can provide feedback in the following way:
Email: accessibility@portfolioaid.com
Phone: 416-479-9710
All feedback, including complaints, will be handled in the following manner:
Feedback will be directed to the Accessibility Committee.
PortfolioAid will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Modifications to This or Other Policies
Any policies of PortfolioAid that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Notice of Availability of Documents
Documents related to accessible customer service, are available upon request. PortfolioAid will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Email: accessibility@portfolioaid.com
Phone: 416-479-9710