Accessibility

Ministry of Children and Youth Services

Accessibility Standards for Customer Service Regulation

Declaration of Accessible Customer Services

The Accessibility Standards for Customer Service Regulation requires certain practices and procedures to be adopted by service providers in order to remove barriers to the customer experience of people with disabilities. Customers are provided goods and services on behalf of the government of Ontario in a manner that respects the dignity, worth and right to equity of all its customers, including customers with disabilities. The processes for providing goods and services from this service provider are designed to ensure the greatest independence for customers with disabilities.

Accessibility Legislation and Policy

Our customer service policies, practices and procedures reflect and respect the accessibility content of the Accessibility Standards for Customer Service Regulation, and the Ontario Public Service Accessible Customer Service Policy.

Support Persons

While obtaining goods and services, customers with disabilities will be allowed to have their support person with them at all times, in all public locations on these premises.

Service Animals

While obtaining goods and services, customers with disabilities will be allowed to have their service animals with them at all times, in all public locations, where permitted by law, on these premises.

If municipal legislation does not permit service animals on the premises, on-site accessibility assistance will be provided or an alternate source of accessible service provision will be suggested.

Service Disruptions

If a service delivery channel is temporarily disrupted, a notice will be posted informing customers with disabilities of why the service is disrupted, how long the disruption is anticipated to last, and how alternate means can be taken to obtain the services, wherever that is possible.

Customer Feedback

Customers with disabilities are encouraged to provide their comments in promotion of our services, suggestions for service improvements or file complaints. Feedback will be accepted in writing, in person, by telephone, and online. Customers will receive a response outlining the receipt of the feedback and the actions that will be taken to address any issues.

Training

All staff are trained on the use of various assistive devices used by customers with disabilities. Staff will strive to communicate with people with disabilities in a way that takes into account the disability and follows the accessibility principles.

Documentation on Accessible Customer Service

The following documents are available for handout upon request to all customers, including customers with disabilities, their support people, and third-party representatives of people with disabilities:

  • Ontario Public Service Accessible Customer Service Policy
  • Declaration of Accessible Customer Services
  • Notice of Accessible Customer Services Practices (Poster)

French Language Services

CPRI, and the Ministry of Community and Social Services and Children and Youth Services guarantees the right to services in French from the provincial government in govnerment offices in designated areas of the province.

MCSS/MCYS Vision for FLS

MCSS, through its mandate to "promote the stability and quality of life for Ontario Residents by strengthening the ability of communities to cope with social change and respond effectively to the social and economic needs of families and individuals in ways that reinforce personal dignity and independence" and MCYS, through its mandate to "give children the best possible start in life, prepare youth to become productive adults and make it easier for families to access the services they need at all stages of a child's development, have a special responsibility to promote the unique status and to respond to the particular needs of Francophone community.

CPRI is committed to this vision, and has created a list of services in the Southwest region offering programs and services in French. For further questions on French Language Services at CPRI please contact the Corporate Lead, Gillian Kriter at Gillian.Kriter@ontario.ca.  

[ {"term":"Commensurate","description":"To be Equal"},{"term":"emotional disorder","description":"There are several different emotional disorders, and people can have more than one. Someone with an anxiety disorder has a lot more than the usual amount of fears and nervousness. Someone with a depressive disorder often feels sad, irritable, hopeless, or moody. A person with an obsessive-compulsive disorder or trauma-related disorder may have thoughts or reactions that impact their thinking, feeling, and behaviour, causing major problems in their day-to-day life."},{"term":"evidence based practice","description":"Evidence based practice means applying the best available research results when making decisions."},{"term":"informed consent","description":"Informed consent means our workers will explain to you and your child:\r\n\r\nWhy the service is being proposed; \r\nThe nature of the service; \r\nWho will be providing the service; \r\nWhat are the expected benefits; \r\nWhat are the alternatives to having the service; \r\nWhat are the risks and side effects; \r\nWhat are the likely consequences of not having the service; \r\nWhat are the limits of confidentiality; \r\nbefore asking you to agree to the service."},{"term":"intellectual disability","description":"Someone with an intellectual disability has limitations in thinking and problem-solving skills (also called intellectual functioning) and day-to-day life and social skills (also called adaptive functioning). The problems begin in childhood and last for the person’s whole life. Each person with an intellectual disability is different and might need a different kind of support."},{"term":"Psychoeducation","description":"Information and teaching to empower a person with a mental health condition to cope with the condition effectively"},{"term":"Reactive attachment disorder ","description":"Reactive attachment disorder (RAD) is a very specific diagnosis that can only be made by a qualified psychiatrist, psychologist, or physician. RAD refers to a very limited set of circumstances in which children are thought to not have the opportunity to develop any specific attachment to a caregiver. Onset of the problems must begin before age five and cannot be due to another mental health or developmental problem, and the child must have reached a developmental age of at least 9 months old. Children with RAD cannot or do not seek or respond to any comfort, even when very distressed or hurt. Extremely insufficient care, such as neglect or repeated changes of primary caregivers, without meaningful contact with adults, is thought to “cause” the disorder."},{"term":"resilience","description":"An individual\\'s ability to adapt to stress and adversity"},{"term":"Trauma informed","description":"Trauma-informed care recognizes trauma symptoms in clients and the role that trauma has played in their lives."} ]