QNCH shall use reasonable efforts to ensure that its policies, practices, and procedures are consistent with the following principles:

• Dignity and Independence – The housing and services will be provided in a manner that respects the dignity and independence of persons with disabilities. We will always be willing to assist a person with a disability but will not do so without the express permission of the person.
• Integration – The provision of goods or services to persons with disabilities and others will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from goods and services.
• Equality of Opportunity – Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from goods or services.

Our commitment

In fulfilling our mission, QNCH will strive to ensure that our policies, practices, and procedures are consistent with the principles outlined in the Accessibility Standards for Customer Service, specifically:

• Our Housing and services will be provided in a manner that respects the dignity and independence of persons with disabilities.
• Persons with disabilities will be given the same opportunity provided to other members of the public to access our housing and services.

Persons with disabilities are encouraged to contact us to identify and discuss whether the provision of our programs and services could be provided in ways that would better consider their disability.

Communication

• We will always endeavour to communicate with persons with disabilities in ways that take into account their disability.
• We will communicate with members of the public in person, in writing, by electronic mail, telephone, and through relay services.
• We will strive to communicate with the public over the telephone in clear and plain language and to speak clearly and slowly.
• We will train board, committee members staff/contracted staff and volunteers who communicate with the public on how to interact and communicate with persons with various types of disabilities.

Assistive Devices

We will always endeavor to serve persons with disabilities who use assistive devices to access our housing and services.

We will ensure our staff, contracted staff, and appropriate volunteers are familiar with various assistive devices that may be used by persons with disabilities while accessing our housing and services.

Use of Service Animals

We recognize that some individuals with disabilities may require the use of service animals to access our housing and services. We welcome persons with disabilities who are accompanied by a service animal to all parts of our premises and to keep the animal with them.

We will also ensure that all staff, contracted staff, and volunteers dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

We recognize that some individuals with disabilities rely on support persons for assistance while accessing our housing and services. A person with a disability and their support person will be allowed to enter our premises. They will not be prevented from having access to each other while on the premises. Support persons accompanying or assisting individuals with disabilities may be required to abide by our conflict of interest and confidentiality policies.

Notice of Temporary Disruptions

QNCH will provide the public with notice in the event of a planned or unexpected disruption to housing programming or services usually accessed by persons 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 of the disruption will normally be posted at all public entrances to our premises. Depending on the nature of the disruption, notice will also be provided on outgoing telephone messages and on our website.

Training

QNCH will provide training to its board, committee members, staff, contracted staff, and appropriate volunteers who deal with the public, and all those who are involved in the development and approvals of public service policies, practices, and procedures, about the provision of services to persons with disabilities.

Board, committee members, staff, contracted staff, and volunteers will be trained on an ongoing basis when changes are made to these policies, practices, and procedures. New staff will be trained as part of their orientation upon employment.

Training will include the following:

• A review of this policy and any other practices and procedures relating to the Accessibility Standards for Customer Service.
• The purposes of the Nova Scotia Accessibility Act, 2017 and the requirements of Accessibility Standards for Customer Service.
• How to interact and communicate with people with various types of disabilities, including those who use assistive devices, service animals or support persons.
• How to use any equipment or devices available on our premises, or otherwise, that may assist with the provision of programs or services to persons with disabilities.
• What to do if a person with a disability is having difficulty in accessing QNCH Housing and services.

QNCH will keep a record of the training it provides.

Feedback Process

The goal of this policy is to meet service expectations while serving persons with disabilities. Comments on our programs and services regarding how well those expectations are being met are welcome and appreciated.

QNCH will let the public know what methods are available for giving feedback. If a method is not suitable, individuals may request another method. Privacy will be respected, and all feedback will be reviewed for possible action that can be taken to improve access to our programs and services.

Feedback received will be directed to Queens Neighbourhood Co-operative, President, P.0. BOX 1963, Liverpool, Nova Scotia, BOT 1P0, and will be addressed in accordance with our normal complaints administration procedures and timelines. Where possible, complaints will be addressed immediately. However, some complaints may require more time to address, and must be reviewed for action, possibly at a higher level. Click here to access QNCH Contact Form and Contact Information.

QNCH’s responses to feedback from the community will endeavour to be in a format that is accessible to the complainant.

Modifications to Policies

We are committed to ensuring that our public service policies, practices, and procedures respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. Any policy of QNCH affecting service to the public that does not respect and promote the dignity and independence, integration, and equal opportunity of persons with disabilities will be modified or removed.