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Providing Quality Applied Behaviour Analysis Services to Durham Region since 1986


EFFECTIVE DATE: November 14, 2011 SECTION: 02-001
REVISION DATE: June 12, 2012 PAGE NO: 1 of 4
BOARD APPROVAL: May 24, 2013    

Lake Ridge Community Support Services (LRCSS) is committed to excellence in serving all caregivers and clients including those with disabilities.

Assistive devices

We will ensure that all our staff are trained and familiar with various assistive devices that may be used by caregivers and clients with disabilities while accessing our services.


We will communicate with caregivers and clients with disabilities in ways that take into account their disability.

Service Animals

We welcome people with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public. Service animals are also welcome in all LRCSS’ therapy areas.
For the purpose of this section, an animal is a service animal for a person
with a disability,

  1.  if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  2. if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Persons

A client/caregiver with a disability who is accompanied by a support person will be allowed to have that person accompany them on the premises.  LRCSS may require a person with a disability to be accompanied by a support person, but only if a support person is necessary to protect the health and safety of the person with a disability or the health or safety of others on the premises. 
In this section, “support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or our facilities for caregivers and/or clients with disabilities, LRCSS will promptly notify those affected.  A notice will be posted which will include the reason for the disruption, its anticipated length of time, and a description of any alternative facilities, if available.  

Training for Staff

Lake Ridge Community Support Services will provide training to all employees, students, and volunteers who deal with caregivers, clients or the public.
This training will be provided to staff within the first 3 months of employment.
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • LRCSS’ policy related to the customer service standard.
  • How to interact and communicate with caregivers and/or clients with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require that assistance of a service animal or a support person.
  • How to use the assistive devices of a caregiver and/or client with a disability.
  • What to do if a person with a disability is having difficulty in accessing LRCSS’ services.

Staff will also be trained when changes are made to our Policy.

Feedback process

Lake Ridge Community Support Services is committed to ensuring that it services meet optimum standards of accessibility for people with disabilities.  Comments regarding how well the expectations of accessibility are being met are welcome and appreciated.
Any person who wishes to provide feedback on the way LRCSS provides services to people with disabilities can voice their comments or concerns to the Human Resources Administrator in person, by telephone, in writing or email.
All feedback directed to the Human Resources Administrator will be forwarded to the appropriate person.  The consumer can expect to hear back from the Human Resources Administrator within 2 business days, if required.
Any consumer complaints regarding accessibility received by any staff should be brought to the attention of their immediate Supervisor who in turn will bring it to the Human Resources Administrator.  All responses to consumer feedback will be documented.