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 Canlan Ice Sports Corp.
Ontario Operations Accessibility Plan
Updated July 10 2015.

Message from our President & CEO:
An excerpt from our Mission Statement: 

“We will provide highly desirable products and services in clean, safe, fun and friendly facilities, aiming to exceed the diverse recreational needs of sports enthusiasts of all ages, gender and ethnicity within the markets that we serve.

We will be the brand of choice to our customers because of our excellent operations & service, the employer of choice to our team members because of the importance we place on them and a model of integrity for suppliers, partners, and the communities we support because we fulfill our commitments.”

In context of our Mission Statement and requirements under the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario’s accessibility laws, we commit to treating people with disabilities in a way that allows them to maintain their dignity and independence, whether customer or employee.  We desire equal access and participation for the diverse needs they may have.

Introduction
Canlan Ice Sports is a leading operator of recreational facilities.  We operate in a “retail service environment” within the sports and recreation industry; with a focus on ice (primarily hockey programs for both adults and youth), turf and court sports.  In Ontario we have 6 “ice primary” business units / facilities and 1 ‘Sportsplex’ non-ice, turf and court sports operation. 

Section One: Past Achievements to Remove and Prevent Barriers

Customer Service

“Committed to providing accessible customer service to people with disabilities.”

Reference:  Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.

  • Accessibility Customer service standard policy developed and published (2013).
    • Employee customer service training developed and completed per Ontario Regulation 429/07. All existing Ontario employees completed training in 2013.  The training is hosted on “Canlan College”, new hire employees are trained during orientation / on-boarding.
  • Accessibility Policy developed and published (2015)
  • Operations accessibility plan developed and published (2015).
  • Communication feedback channels established and implemented.
  • Notice of disruption practices implemented.
  • Barrier review and actions:
    • Facility signage updated, improving directions.
    • Website information updated.
    • Minor repairs made to elevator units.
    • Entrance / exit upgrades in certain facilities.

Information and Communication
Committed to making our information and communications accessible to people with disabilities.”

  • Website updated, AODA section created, Customer Service Policy added.
  • Communication feedback channels established and implemented.
  • Notice of disruption practices implemented

Employment
“Committed to fair and accessible employment practices.”

  • Canlan’s recruiting and hiring policies, practices and training were reviewed and updated. Accommodation statements are included with job postings.
  • Specific departments (example:  IT) and Managers awareness of accommodation requests / requirements.
  • Canlan College (computer based training) programs include audio and visual components.  As needed employee’s managers are instructed to provide additional assistance as required.
  • Canlan’s performance management process is paper based.  As needed employee’s managers are instructed to provide additional assistance as required.
  • Career or Advancement Opportunities:  All opportunities are posted on Canlan’s career site which is accessible through Canlan’s intranet.  When employees may not have direct access to the intranet, managers are instructed to provide additional assistance as required.

Procurement
“Committed to considering accessibility for people with disabilities when designing, procuring or acquiring goods and services or when planning major construction / re-construction projects”

  • Managers responsible for purchasing goods or services have committed to incorporating accessibility criteria where affordable and practical. 

Self-service Kiosks - Not applicable, none in place or planned.

Training
“Committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.”

  • Employee customer service training developed and completed per Ontario Regulation 429/07.

Other

  • Executive Action Item:  Plan Review July 9, 2015.


Section Two: Strategies and Actions Planned for 2015 – 2021

Customer Service

“Committed to providing accessible customer service to people with disabilities.”

  • Maintain current practices.
  • Respond to customer feedback in a timely manner
  • Review feedback and as we are able, make adjustments or changes.
  • Monitor for changes in regulations and requirements; update policies, practices and training.

Information and Communications
“Committed to making our information and communications accessible to people with disabilities.”

  • Website upgrades:  Canlan is fully updating its website (www.icesports.com) and will meet Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws on or before March 31, 2016.
  • Canlan will publish on its website it’s Accessibility Policy and Accessibility plan on or before August 15, 2015.  The Accessibility Policy will have an audio feed developed and published by October 31, 2015.  PDF copies of the documents will also be available via link, at time of publishing the data on our website.
  • Maintain current practises.

Employment
“Committed to fair and accessible employment practices.”

  • Ensure hiring managers (newly hired or promoted) are effectively trained with respect to recruiting, interviewing and hiring; inclusive of accommodation.
  • Continue current practises.
  • Monitor for changes, update policies, practices and training as required.
  • Recognizing possible advancements in technology currently in place or possibly acquired, consideration will be given for accessibility for people with disabilities.

Procurement
"Committed to considering accessibility for people with disabilities when designing, procuring or acquiring goods and services or when planning major new or re-construction projects”

  • Continue current practises.
  • Major renovation, re-construction, new construction: Will incorporate accessibility criteria where affordable and practical, as part of the major projects.  None planned at present.
  • Monitor for changes, update policies, practices and training as required.

Self-service Kiosks - Not applicable, none in place or planned.

Training
“Committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.”

  • Canlan’s Accessibility Policy and Plan (2015) will be circulated and reviewed by Ontario Managers by August 31, 2015.  Copies of all policies will be incorporated in our policy binders, available to all employees, by same date.
  • Continue current practice regarding new hire employees.
  • Ontario wide (all employees) Customer Service refresher training through 2017.
  • Monitor for changes in regulations and requirements; update policies, practices and training.

Other

  • Executive Action Item:  Plan Review in January of each year.
  • Formal Plan Update:  on or before July 2019.  

For more information:

PDF of AODA Accessibility Plan

 
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