Accessibility Policy

/Accessibility Policy
Accessibility Policy 2019-07-19T10:09:44-05:00



Revised and Approved by the Board of Directors:  March 25, 2019

  1. Statement of Commitment:

CCMHC is committed to meeting the needs of people with disabilities by preventing and removing barriers to accessibility wherever possible.  CCMHC will strive to provide its services in a way that respects the dignity and independence of people with disabilities. CCMHC will ensure that our premises are welcoming and accessible to people with disabilities, their support person(s) and animals.  CCMHC meets, and will continue to meet, accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11.

2.  Scope: This policy applies to all employees and students of CCMHC.

3.  Policy:

3.1 CCMHC will maintain its accessibility policies in written format.  These policies will be available on the CCMHC website and in accessible formats when requested.

3.2 CCMHC will maintain a multi-year accessibility plan.  This plan will outline CCMHC’s commitment to deliver accessible services and will be reviewed a minimum of every 4 years.  This plan will be made available on the CCMHC website and in accessible formats when requested.

3.3 When providing information to or communicating with a person with a disability, CCMHC will provide this information and communication in a manner that will consider their disability and ensure it is accessible to the individual.

3.4 CCMHC is committed to implementing an accessible website and website content that will comply with the Web Content Accessibility Guidelines (WCAG 2.0).

3.5 CCMHC is committed to providing training to employees and others who provide services on behalf of CCMHC.  This training will include:

3.5.1   Integrated Accessibility Regulations and Accessible Customer Service Standards;

  • Human Rights Code and its relevance to people with disabilities;
  • Changes made to CCMHC Accessibility policies.

3.6 CCMHC will incorporate accessibility requirements under the Integrated Accessibility Standard Regulations when building or re-developing a public space identified under the Accessibility Standard for the Design of Public Spaces.

  • Responsibility:

 The Executive Director has overall responsibility to ensure the CCMHC meets the standards as set out in the Accessibility for Ontarians with Disability Act and its regulations.

  • The Executive Director ensures that this policy and the multi-year accessibility plan is reviewed at a minimum every 4 years.


Core Principles

 Crossroads will endeavor to ensure that all procedures are consistent with the following four (4) core principles:

  1. DignityPersons with a disability must be treated as valued persons as deserving of service as any other person.
  2. Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our services.
  • Integration – Wherever possible, persons with a disability should benefit from our services in the same place and in the same or similar manner as any other person. In circumstances where integration does not serve the needs of the person with a disability, services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
  1. Independence – Services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

Customer Service Standard:

CCMHC will meet all the requirements of the AODA, Customer Service Standard, including creating a policy which includes: training of staff and volunteers regarding assistive devices that could be used by other staff, volunteers, clients, family members or visitors to the agency; tracking of training records; accommodation for the use of support animals wherever possible; providing notice of a disruption in service; and welcoming feedback from people with disabilities. The details are provided in the Multi-Year Accessibility Plan, Accessibility Standard for Customer Service.

Integrated Accessibility Standards Regulation (IASR):

CCMHC, as a non-profit organization with less than 50 employees, is committed to meeting the requirements of the IASR prior to the due dates set out in the Regulation, which range from January 1, 2014 to January 1, 2021 as listed below:

January 1, 2014      requirements:

  • This policy has been written and will be revised over time, as the required items listed below are completed.
  • A Multi-Year Accessibility Plan has been completed and is available on
  • New content on our website will conform to the WCAG 2.0 Level A guidelines by January 1, 2021.

January 1, 2015 requirements:

  • Training for staff and others will be provided on the Ontario Human Rights Code as it pertains to persons with disabilities.
  • Offers of employment will include notification of our policies on accommodation for persons with disabilities.
  • Accessible formats (eg large print or audio) for feedback processes will be available, if possible, and upon request.

January 1, 2017 requirements:

  • Our employees and the public will be notified about the availability of accommodation for applicants during the recruitment process.
  • Candidates who are selected to go through the recruitment process will be notified that accommodation is available upon request.
  • The offer of employment will include notification of our policies on accommodation, or inclusion of the policy itself.
  • If possible, CCMHC will provide accessible formats and communication supports to an employee, upon request, and as required to do their job, and in consultation with the employee.
  • CCMHC will develop a process to develop documented individual accommodation plans for disabled employees.
  • CCMHC will develop and implement a Return to Work process for employees who have been absent from work due to a disability.
  • CCMHC will take into account the accessibility needs of disabled employees as well as individual accommodation plans with regard to performance management and career development.

January 1, 2021

  • CCMHC’s website and all content will conform to WCAG 2.0 Level AA by this date, as required.


CCMHC is committed to providing and maintaining premises that respect the dignity and independence of persons with disabilities.

Emergency procedures, plans and public safety information that are prepared by CCMHC and made available to the public, will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request;

The request for emergency procedures, plans and public safety information in an accessible format, as well as feedback relating to accessibility issues in general, may be made in any of the following ways:

  • In person at the Reception desk at 1755 Courtwood Crescent in Ottawa;
  • By telephone at 613-723-1623×225. Ask for the Director of Finance;
  • In writing to: Director of Finance, CCMHC, 1755 Courtwood Crescent, Ottawa, ON K1Y 3B7
  • By fax: (613) 723-7393 to the attention of the Director of Finance;
  • Electronically by sending an email to:;
  • By completing CCMHC’s Accessibility Feedback Form which may be found at Reception and on CCMHC’s website

Those who make such a request may expect to hear back within 72 hours of leaving their request, provided that contact information has been provided by the requestor.


Where CCMHC is aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.

The agency has made a commitment to provide individualized workplace emergency response information procedures which will be developed for employees with disabilities, as required;

Where required, CCMHC provides assistance to specific disabled employees, with the disabled employees’ prior consent, to help them evacuate the workplace in case of an emergency or disaster. These plans for providing assistance will be set out in individualized emergency plans for the employees, upon notification by the employee’s supervisor to the Executive Director or Associate Executive Director.

These individualized emergency plans will be communicated to the employees’ respective supervisor and the Joint Health and Safety Committee, on an ‘as needed’ basis;

On an ongoing and regular basis, and as per the applicable terms of the IASR, CCMHC will review and assess general workplace emergency response procedures and individualized emergency plans to ensure accessibility issues are addressed.

Accommodation of Ambulatory Disabilities in case of Elevator Outage

CCMHC maintains office availability on the first floor for clients to be seen in case of elevator malfunction.