Accessible Customer Service Policy Statement
Purpose and Scope:
Windsor Public Library (WPL) will strive to insure that all library facilities, services and resources are accessible to people with disabilities. WPL defines a disability as any physical condition which deprives a customer of access to its facilities, services and resources.
In fulfilling our mission, the Windsor Public Library strives at all times to provide its resources and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our resources and services and allowing them to benefit from the same services and in a similar way as other customers
Related Procedures / Policies:
Circulation Procedures, Workplace Violence and Harassment, Respectful Workplace
The Windsor Public Library is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
1. Providing resources and services to people with disabilities
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff, who communicate with customers, on how to interact and communicate with people with various types of disabilities.
b. Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by hard copy, e-mail and TTY if telephone communication is not suitable to their communication needs or is not available.
c. Assistive devices / software
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our resources and services. We will ensure that our staff is trained and is familiar with various assistive devices that may be used by customers with disabilities while accessing our resources or services.
We will also ensure that staff knows how to use the following assistive devices / software available at the Central Library:
- Jaws – screen reader
- Zoom text – screen / text magnification
- Duxbury – braille translator
- Braille embosser
- Kurzweil – text reader
- Closed circuit television
Training will be made available to staff when other devices / software is acquired.
d. Notification of overdue materials / holds
We are committed to providing accessible notification to all of our customers. For this reason, notification will be provided in the following formats, upon request: e-mail, telephone / TTY and hard copy.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
e. Notice of temporary disruption
The Windsor Public Library will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.
2. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
3. Training for staff
The Windsor Public Library 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 customer service policies, practices and procedures.
This training will be provided as soon as staff 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
- How to use the numerous pieces of adaptive equipment
- What to do if a person with a disability is having difficulty in accessing the library’s resources and services
- The library’s policies, practices and procedures relating to the customer service standard.
- All staff will be trained on policies, practices and procedures that affect the way resources and services are provided to people with disabilities.
Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
4. Feedback process
The ultimate goal of the Windsor Public Library is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Windsor Public Library provides goods and services to people with disabilities can be made in person, by telephone, mail, or e-mail. All feedback will be directed to the Accessibility Services librarian. Customers can expect to hear back in 7 days.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
5. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of the Windsor Public Library that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
6. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Board of the Windsor Public Library.
Effective Date: October 21, 2009
Authority: Windsor Public Library Board
Filed: Windsor Public Library Procedures Manual