BentallGreenOak (Canada) Limited Partnership ("BentallGreenOak") is committed to providing excellent service and accessibility to our employees and all our clients including tenants, prospective tenants, members of the public and third parties. The purpose of this policy is to provide a framework through which BentallGreenOak can achieve service and employment excellence for people with disabilities in accordance with various provincial and federal legislation in Canada.
The scope of this policy includes our commitment to accessibility in our employment and customer service standards.
BentallGreenOak is committed to providing a respectful, welcoming and inclusive environment to all our employees with disabilities. Our employment standards will incorporate best practice and regulatory requirements throughout the employment experience.
Working closely with the building owners, BentallGreenOak is committed to providing a respectful, welcoming and inclusive environment to all individuals who seek access to the buildings we manage and the services we provide. All employees are expected to comply with the spirit and intent of this policy when providing services to our customers or otherwise representing or conducting business on behalf of BentallGreenOak.
As defined by the Accessibility for Ontarians with Disabilities Act, a barrier is anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or practice.
For the purpose of this policy, the term "disability" includes:
For the purposes of this policy, the term "employee" refers to any person regarding whom BentallGreenOak pays wages or a salary, has control over their assigned work and has a right to control the details of their work. This includes, but is not limited to fulltime, part-time, seasonal and contract employees.
For the purposes of this policy, an animal is a service animal for a person with a disability if:
For the purposes of this policy, a "support person" is a person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
BentallGreenOak is committed to providing accessible customer service to people with disabilities in a manner consistent with the principles of dignity, independence, integration and equal opportunity.
When communicating with persons with a disability, BentallGreenOak employees will take into account the particular individual's needs and circumstances upon request. All communication will be provided in a manner that respects the dignity and independence of persons with disabilities.
Persons with disabilities will be permitted to obtain, use or benefit from goods or services through the use of their own assistive devices. In the event a person with a disability is hindered from accessing any goods or services offered, we will use our best efforts to deliver the same service in another way upon request.
We are committed to providing accessible telephone service to our customers. If telephone communication provides a barrier to a person with a disability, we will offer to communicate by e-mail or fax.
We are committed to providing accessible invoices and we will provide our invoices in an alternative accessible format upon request. We will answer any questions customers may have about the content of invoices in person, by telephone or email.
We welcome persons with disabilities who are accompanied by a service animal. If a service animal is excluded by law, we will suggest appropriate alternatives and provide assistance to ensure that the person is able to access, obtain, use or benefit from our services where possible.
We welcome persons with disabilities who are accompanied by an identified Support Person. Any person with a disability who is accompanied by a Support Person will be allowed to access any of our services and facilities with his or her Support Person.
We are aware that persons with disabilities rely on certain services and facilities we provide. Temporary disruptions in services and facilities will occur from time to time. We will provide notice when there is a temporary disruption in those services or facilities that people with disabilities usually rely upon. This notice will include information about the reason for the disruption, its anticipated duration, and, if applicable, a description of alternative facilities or services that may be available. Notice of service disruptions will be provided as soon as practical after we become aware of the disruption, or in advance in the case of planned disruptions.
Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places such as in the entrances, lobbies and elevator banks of our managed buildings.
BentallGreenOak will ensure that all employees, agents and third parties who interact with customers on its behalf receive customer service training as required to meet service standards and regulatory requirements. This training shall be provided on an ongoing basis whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times. An electronic record of the training will be kept in an online database.
Training will include the following:
BentallGreenOak is committed to providing accessible employment to people with disabilities in a manner consistent with the principles of dignity, independence, integration and equal opportunity.
BentallGreenOak will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment, assessment and selection processes. If a request is made, the applicant will be consulted and provision of a suitable accommodation will be provided or arranged in a manner that takes into account the applicants accessibility needs due to disability.
We will inform our employees of our policies to support our employees with disabilities that will include the provision of job accommodation due to a disability. Employees will also be provided updated information whenever there is a change to existing policies on job accommodation. For new employees we will provide this information as soon as practicable.
When an employee with a disability so requests it, BentallGreenOak will consult with the employee to provide or arrange for the provision of accessible formats and communication support for information that is needed for the employee to do their job, for information that is readily available to employees in the workplace and consult with the employee making the request to determine the suitability of the accessible format or communication support.
BentallGreenOak will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability. Any employee who requires a Workplace Emergency Response Information Plan is required to request one.
Consent of the employee is required prior to BentallGreenOak sharing workplace emergency response information with the person designated by the employer to provide assistance to the employee, Once consent is received, BentallGreenOak shall provide the workplace emergency response information to the person designated to provide emergency assistance.
This information will be kept current as the employees overall needs for accommodation is changed and as BentallGreenOak reviews its general emergency response policies.
BentallGreenOak will have in place a written process for the development of documented individual accommodation plans for employees with disabilities who request it that will include the guidelines provided in provincial and federal legislation relating to accessible employment.
If requested, it shall include information regarding accessible formats and communication support, individualized workplace emergency response information and any other accommodation that is to be provided.
BentallGreenOak will have in place a documented return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. This does not replace or override any other return to work process created by or under any other statute.
The Performance Management, Career Development and Advancement processes at BentallGreenOak shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans (5.5), when using these processes in respect of employees with disabilities.
We welcome questions and feedback about how we deliver services to people with disabilities. Customers and Employees can submit feedback and questions in person, at the building in question or by email, in writing or by any other means, to the People and Talent Team at BentallGreenOak.
If the feedback raises serious concerns with respect to the delivery of services or employment practices to persons with disabilities, we will provide a response to the concerns in a timely manner. The author of the feedback will be provided a response in the format requested (or the most appropriate format where no request was made) outlining corrective actions we will or will have taken.
This Policy and any corresponding practices and procedures will be made available to any person on request. We will post notice of the availability of these documents on our website.
Upon request, we will provide this Policy and any other forms in a format that takes into account the disability of the person submitting the request.
We are committed to developing customer service policies and employment standards that respect and promote the dignity and independence of people with disabilities. All BentallGreenOak policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.
The Managing Director and Co-Head, People and Talent is responsible for this policy. The People and Talent Team will provide advice and assistance in the interpretation and administration of this policy.
This Multi-Year Accessibility Plan aligns to the requirements for Ontario's AODA (Accessibility for Ontarians with Disabilities Act).
BentallGreenOak is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
BentallGreenOak is committed to providing the customers and clients with publicly available information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.
BentallGreenOak will provide training to Ontario employees to meet the requirements of Ontario's accessibility laws and the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of staff members.
BentallGreenOak will take the following steps to ensure Ontario employees are provided with the training needed to meet Ontario's accessible laws by January 1, 2015:
BentallGreenOak is committed to meeting the communication needs of people with disabilities.
BentallGreenOak will take the following steps to ensure existing feedback processes are accessible to people with disabilities in Ontario upon request by January 1, 2015:
BentallGreenOak will take the following steps to make sure all publically available information in Ontario is made accessible upon request by January 1, 2016:
BentallGreenOak will take the following steps to make all websites and content conform to WCAG 2.0, Level AA by January 1, 2021:
BentallGreenOak is committed to fair and accessible employment practices.
We will take the following steps to notify the public and staff that, when requested, BentallGreenOak will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:
BentallGreenOak will take the following steps by January 1, 2016 to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees in Ontario that have been absent due to a disability:
We will take the following steps to ensure the accessibility needs of employees with disabilities in Ontario are taken into account in performance management, career development and redeployment processes:
BentallGreenOak will meet the Accessibility Standards for the Design of Public Space when building or making major modifications to public spaces in Ontario. Public spaces include:
BentallGreenOak will put procedures in place to prevent service disruptions to its accessible parts of its public spaces.
In the event of a service disruption to the accessible parts of public spaces, we will notify the public of the service disruption and alternatives available.
In accordance with the AODA legislation, this Multi-Year Accessibility Plan will be updated once every five years.
This document is available to the public and in alternate format and accessible communication supports upon request.
Multi-Year Accessibliity Plan Revised: April 6, 2016
Next Scheduled Review Date: April 2021