An Accessible Experience For All
We believe in an internet that’s accessible to everyone, and our website experience should reflect that commitment.
The Klick Group uses the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA as a reference to ensure the web content made available from this site is accessible for individuals with disabilities and is user friendly for everyone.
Klick - AODA Multi-Year Accessibility Plan
Multi-year Accessibility Plan
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) mandates that each organization prepares a multi-year accessibility plan outlining the organization’s strategy to prevent and remove barriers, and meet its requirements under the regulation. This Multi-Year Accessibility Plan (Accessibility Plan) outlines Klick’s compliance with the AODA, sets out Klick’s upcoming and ongoing obligations pursuant to the AODA, and identifies how Klick will meet those obligations.
This plan includes an overview of work completed up to and including 2022, as well as new actions to be completed over the next three years. Objectives identified within this plan are both long and short-term, several of which will be ongoing throughout the life of the plan.
This plan aligns with the standards under the AODA. Its focus is on implementing the requirements of the Integrated Accessibility Standard Regulation (IASR).
Review & Monitoring
Klick’s Multi-Year Accessibility Plan will be posted on our corporate website and will be provided in alternate formats upon request. The plan will be reviewed and updated at least once every five years. As required by IASR, Klick will file an accessibility report with the Accessibility Directorate of Ontario every two years.
The Klick Accessibility Team is responsible for monitoring the progress of Klick’s Accessibility Plan to determine if targets are being met.
Introduction
Klick has been in compliance with the Accessibility Standards for Customer Service Regulation since 2010. We continue to ensure that, in our day-to-day activities, we fulfill all the requirements of this Regulation in keeping with the principles of dignity, independence, equality, and integration.
For example:
- We welcome feedback and provide contact information for providing feedback. All feedback received is directed to the Klick Accessibility Team.
We believe in an internet that’s accessible to everyone, and that our website experience should reflect that philosophy. The Klick Group uses the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA as a reference to ensure the web content made available on our website is accessible for individuals with disabilities and is user friendly for everyone.
Appendix A
Deliverables under AODA, Customer Service Standard, already achieved
AODA – Client Service Standard
Past Achievements to remove & prevent barriers
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Status |
|---|---|---|---|---|---|
Policies, Practices, Procedures | -Establish Accessible Customer Service Plan detailing practices and procedures on providing goods or services to persons with disabilities according to principles independence, dignity, integration and equality of opportunity, as set out in the regulation - Ensure that the Plan document is available in alternative format, upon request | - Accessible Client Service Plan written, approved and posted - Document is available in accessible format, upon request - Plan is communicated ongoing via employee bulletin boards, etc. | Klick Accessibility Team and General Manager i.e. persons responsible | Ongoing | Ongoing |
Communication | - Ensure that Klicksters communicate with a person who has a disability in a manner that takes into account their disability | -Include this commitment in Klick’s Accessible Customer Service Plan -Include in the content of Accessible Customer Service training | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | ✔ |
Employment | - Every employer shall notify its team members and the public about the availability of accommodation for applicants with disabilities in its recruitment processes | -Notify candidates of accommodations upon request through entire hiring process -Applicants are notified via job posting of company’s commitment to providing equal opportunities -Training provided to new team members during their onboarding training. | Klick Accessibility Team and General Manager i.e., persons responsible | June, 2020 | ✔ |
Use Of Service Animals And Support Persons | - Include in our Accessible client Service Plan information on procedures related to a person who has a disability and is accompanied by a service animal or support person | -Information on procedures around a person with disability being accompanied by a service animal or a support person - Plan is communicated on an ongoing basis via employee bulletin boards, etc. | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | ✔ |
Notice Of Temporary Disruptions | - In the event of a planned or unexpected disruption to services and/or facilities for clients who have disabilities, Klick will notify clients promptly -The notice will be clearly posted and will include information about the reason for the disruption, its anticipated length of time, and description of alternative services, if available | - Include this information in Accessible Customer Service Plan - Include in the content of Accessible Customer Service training | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | ✔ |
Training For Staff | -Provide training to team members, volunteers, and others who deal with the public or other third-parties on our behalf
| -Training provided to new team members during their onboarding training - Training includes:
-Refresher training is provided as required, based on any changes to policies, practices or procedures -Training is documented, including dates and number trained | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | On-going |
Feedback Process | - Establish process for receiving and responding to feedback - Make information about feedback process publicly available | - Feedback process created - Information about feedback process made publicly available | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | ✔ |
Notice of Availability of Documents | - Ensure customers are notified that the documents covered by AODA regulation are available upon request | - Documentation prepared and available, upon request - Notice of availability of documents posted in a conspicuous location | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 | ✔ |
Format of Documents | - Ensure that alternate format of documents covered by AODA regulation is available, taking into account person’s disability | - Alternate format of documents available, upon request | Klick Accessibility Team and General Manager i.e., persons responsible | Jan 1, 2012 As Needed | ✔ |
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR), already achieved
AODA – Integrated Accessibility Standards Regulation
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Workplace Emergency Response Information (includes but not limited to: violence and harassment policies, pandemic plan, hazardous material incident response plan, fire emergency procedures and first aid plan) | - Ensure individualized workplace emergency response information is provided to team members who have a disability, if the disability is such that the individualized information is necessary and Klick is aware of the need for accommodation due to the employee’s disability - Ensure this information is provided as soon as practicable after we become aware of the need for accommodation due to the team member’s disability. Review the individualized workplace emergency response information: a) when the team member moves to a different location in the organization; b) when the team member’s overall accommodations needs or plans are reviewed; and c) when general emergency response policies are reviewed | - Individualized workplace emergency response information developed for any team members who require it, and Klick is aware of the need for accommodation - Individualized emergency response information provided to team members who have disabilities, upon request - Procedures for review of individualized emergency response information as required by IASR developed | Klick Accessibility Team and General Manager i.e. persons responsible | Jan 1, 2012 As Needed | ✔ |
Accessibility Policies | - Develop, implement and maintain policies governing how Klick achieves or will achieve accessibility through meeting its requirements under IASR and become more accessible - The policy will include a statement on organizational commitment to meet the accessibility needs of persons with disabilities in a timely manner | - Prepared policy and posted in a conspicuous location - Prepared policy includes a commitment statement to meet the accessibility needs of persons with disabilities in a timely manner - Policies are communicated on an ongoing basis via employee bulletin boards, etc. | Klick Accessibility Team and General Manager i.e. persons responsible | Jan 1, 2014 Ongoing | ✔ |
Create Accessibility Plan | - Establish, implement, maintain and document a multi-year accessibility plan, which outlines Klick’s strategy to prevent and remove barriers and meet its requirements IASR - Post the accessibility plan on our website and provide the plan in an accessible format upon request - Review and update the accessibility plan at least once every five years | - Multi-year plan developed - Plan posted on the company website and made available in accessible formats, upon request - Plan to be reviewed annually and updated every 5 years or sooner, if required | Klick Accessibility Team and General Manager i.e. persons responsible | Jan 1, 2014 Ongoing | ✔ |
Procuring Or Acquiring Goods, Services Or Facilities | - Incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so. | - Requirements about Procuring or Acquiring Goods, Services or Facilities do not apply to Klick | N/A | N/A | N/A |
Self-Serve Kiosks (Self-serve kiosk is defined as interactive electronic terminal, including a point- of-sale device, intended for public use that allows users to access one or more services or products or both) | - Incorporate accessibility features when designing, procuring or acquiring self-serve kiosks | - Klick currently does not have self-serve kiosks | N/A | (Jan 1, 2014) As Needed | N/A As Needed |
Appendix B
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR)
AODA – Integrated Accessibility Standards Regulation
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Training | - Ensure that training is provided on the requirements of the accessibility standards as per IASR and on the Human Rights Code as it pertains to persons with disabilities - The training is required for all employees; all persons who participate in developing the organization’s policies; and all other persons who provide goods, services or facilities on behalf of the organization - Ensure refreshment training in respect of any changes to the IASR is provided, as needed and as soon as practicable | - Training to meet the requirements under IASR and Human Rights Code as it pertains to persons with disabilities developed and implemented - Training is available to employees is in an accessible format - Completion of all training is tracked - Refresher training is provided respect of any changes to the IASR - Klick developed and launched interactive online accessibility training for its employees and required all employees to complete it - The module is accessible to screen reading devices and can be provided in other accessible formats upon request. New employees are required to complete this training module during their onboarding | Klick Accessibility Team and General Manager i.e. persons responsible | Ongoing | |
Accessible Feedback Processes | - Ensure feedback processes are accessible to persons with disabilities by providing accessible formats or arranging for communication support, upon request - Notify public about availability of accessible formats and communication supports | - Feedback process has been established under the customer service standards Strategy to ensure that all employees and customers are aware of the feedback process as well as the availability of accommodation developed - The feedback process is communicated on an ongoing basis via employee bulletin boards, etc | Klick Accessibility Team and General Manager i.e. persons responsible | Ongoing |
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR)
AODA – Integrated Accessibility Standards Regulation
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Accessible Formats And Communication Support | - Arrange for the provision of accessible formats and communication supports for persons with disabilities upon request, in a timely manner, at cost no more than regular charge to others) - Consult with the person making the request in determining the suitability of an accessible format or communication support - Notify the public about the availability of accessible formats and communication supports | - Process to facilitate this obligation prepared Budget for implementation of different communication supports - Strategy to ensure that all employees and customers are aware of the feedback process as well as the availability of accommodation developed - Upon request, consult with the person making the request to determine suitability of accessible format or communication support | Klick Accessibility Team and General Manager i.e. persons responsible | As Needed | ✔ |
Recruitment, General | - Notify our employees and the public about the availability of accommodation for applicants with disabilities in our recruitment processes | - Communication to notify potential applicants about the availability of accommodation prepared | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | ✔ |
Recruitment, Assessment Or Selection Process | - Notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used - Upon accommodation request, consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability | - Communication to notify potential applicants selected to participate in an assessment or selection process that accommodations are available upon request relation to the materials or processes to be used prepared - Applicants consulted about the nature of accommodation required - Applicants accommodated during the hiring and selection process, upon request | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | ✔ |
Recruitment, Notice To Successful Applicants | - When making offers of employment, notify the successful applicant of our policies for accommodating employees with disabilities | - Policy for accommodating employees with disabilities developed - Training on the policy provided at orientation for new employees - Policies communicated on ongoing basis via employee bulletin boards, etc | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | ✔ |
Informing Employees Of Supports | - Inform team members of our policies used to support our employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability - Provide this information to new employees as soon as practicable after they begin their employment - Provide updated information to our employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability | - Training on the policy for employees with disabilities for existing employees organized Policies communicated on an ongoing basis via employee bulletin boards, etc. - Training on the policy provided at orientation for new employees - Refresher training organized whenever there is a change to existing policies, as soon as practicable | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | ✔ |
Accessible Formats And Communication Supports For Employees | - Where a team member with disability so requests it, Klick will consult with the team member to provide or arrange for the provision of accessible formats and communication supports for: a) information that is needed in order to perform the employee’s job; and b) information that is generally available to team members in the workplace - Klick will consult with the team member making the request in determining the suitability of an accessible format or communication support | - Upon request from a team member, consult with the said team member to determine best suited accessible format and/or communication support for providing the requested information | Klick Accessibility Team and General Manager i.e. persons responsible | Jan 1, 2016 As Needed | ✔ |
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR) Continued
AODA – Integrated Accessibility Standards Regulation
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Individual Accommodation Plans | - The process for the development of documented individual accommodation plans shall include the following elements: 1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan 2. The means by which the employee is assessed on an individual basis 3. The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to determine if and how accommodation can be achieved 4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan. 5. The steps taken to protect the privacy of the employee’s personal 6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done 7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee 8. The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability | - Klick will continue to review its existing accommodation process. Identify elements of AODA requirements that need to be incorporated into the existing accommodation process - Each plan includes accessible formats and communication | Klick Accessibility Team and General Manager i.e. persons responsible | Jan 1st, 2016 As Needed | On-going |
Return to work process | - The return to work process shall a) outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and b) use individual documented accommodation plans, as described in Section 28, as part of the process | - Steps to be taken to help facilitate the team members return to work when they have been absent due to a disability - Individual plans are integrated in the return to work process | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | On-going |
Performance Management & Career Development | - Use performance management in respect of it’s team members shall take into account the accessibility needs of our team members with disabilities, as well as individual accommodation plans, when using it’s performance management process | - Klick will take into account the accessibility needs of individuals with disabilities, as well as accommodation needs with regard to performance management Policies communicated on an on-going basis (bulletin boards, etc) | Klick Accessibility Team and General Manager i.e. persons responsible | On-going | On-going |
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR)
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Built Environments | - Incorporate accessibility features when constructing and/or redeveloping public access environments (after Jan 1, 2017) - The standard applies to public spaces constructed or redeveloped after January 1, 2017, as follows: Recreational trails and paths of travel* Beach access routes* - Outdoor public use eating areas* Outdoor play spaces* - Service counters and waiting areas (e.g. reception areas) Accessible parking *These types of public access areas do not apply to Klick | - The requirements of the built environments do not currently apply to Klick | N/A Klick Accessibility Team and General Manager i.e. persons responsible | (Jan 1, 2017) As Needed | N/A As Needed |
Deliverables under AODA, Integrated Accessibility Standards Regulation (IASR), 2021 and beyond
| Requirement | Deliverables | Activities | Person/Team Responsible | Deadline | Completed |
|---|---|---|---|---|---|
Accessible websites and web content | - Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA, and shall do so in accordance with the schedule set out in this section | - Klick’s current websites adhere to WCAG 2.0 Level A - Klick will continue to ensure website content and new consolidated websites are accessible in accordance with World Wide Web Consortium’s web content accessibility guidelines. Provide resources required Budget for any software and other resources (including consultants as required) | Klick Accessibility Team and i.e. persons responsible | Jan 1st, 2021 | On-going |
Moving Forward
This plan demonstrates Klick’s ongoing efforts to eliminate barriers to its services and facilities. Klick will remain actively engaged in incorporating accessibility into all aspects of its work in the future.
Feedback on the accessibility of Klick’s facilities and services is welcome. Contact the Klick Accessibility Team:
Klick Accessibility Team
Sean Brice
Facilities Director
175 Bloor Street East, North Tower, 3rd Floor, Toronto, Ontario M4W 3R8
Telephone: (416) 214-4977
Email: sbrice@klick.com
A Feedback-Friendly Culture
Just as we always adapt and change as a company, we constantly work to discover and implement new solutions that make our website experience even smoother. You can also play a key role when it comes to helping us make our experiences more accessible.
Please send your questions or comments to webaccessibility@klick.com.