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AODA Customer Service Standard Policy

The mission of the Boys and Girls Club of Ottawa (BGCO) is to provide a safe, supportive place where children and youth can experience new opportunities, overcome barriers, build positive relationships and develop confidence and skills for life. Serving our youth members, their families and communities is important to our success as an organization. We are barrier-free in regards to charging no membership fees to our Members and we ensure that our facilities are open to community members as well.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by the BGCO. We will ensure that our staff is trained and familiar with assistive devices that may be used by Members, their family or other individuals while accessing our goods or services.

Guide Dogs, Service Animals and Service Dogs

A Member/visitor with a disability who is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public, unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Support Persons

If an individual with a disability is accompanied by a support person, BGCO will ensure that both persons are allowed to enter the premises together and that the Member/volunteer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the Member/volunteer priority to any conversation where confidential information might be discussed.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of BGCO. In the event of any temporary disruptions to facilities or services that Members/volunteers with disabilities rely on to access or use BGCO’s goods or services, BGCO will take reasonable steps to report such disruption in a timely manner through appropriate information channels. Every reasonable effort will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Feedback Process

Feedback about the delivery of our services to persons with disabilities is welcomed, as it may identify areas that require change and assist in continuous service improvement. BGCO shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Such feedback may be by telephone, in person, in writing or by delivering an electronic text via email. BGCO will make every effort to provide a response in the same format in which the dieback was received. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Submitting Feedback:

Feedback can be submitted to:

Colleen Mooney
Executive Director, Boys and Girls Club of Ottawa
2825 Dumaurier Ave.
Ottawa, ON
K2B 7W3
cmooney@bgcottawa.org
Telephone: 613-232-0925 Ext. 241
Fax: 613-230-0891

Training

Training will be provided to:

a) All current employees, volunteers, contractors who deal with the public and our members on behalf of the BGCO
b) New employees will be provide such training as part of their orientation
c) Those who are involved in the development and approval of customer service policies, practices and procedures

Click here to download the full Accessible Customer Service Policy.

Feedback can be submitted to:

Colleen Mooney
Executive Director, Boys and Girls Club of Ottawa
2825 Dumaurier Ave.
Ottawa, ON
K2B 7W3
cmooney@bgcottawa.org
Telephone: 613-232-0925 Ext. 241
Fax: 613-230-0891

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