Below is the cleaned-up version of the policy. Replace “[Church Name]” with your specific church name as needed.

[Church Name]

1. Our Mission

The mission of [Church Name] is to [insert mission statement], in keeping with our charitable objects as outlined in our Letters Patent.

2. Our Commitment

In fulfilling our mission, [Church Name] is dedicated to providing its programs, ministries, goods, and services in a way that respects the dignity and independence of people with disabilities. We are committed to ensuring that individuals with disabilities have the same opportunities to access and benefit from our offerings as all other customers.

3. Providing Programs, Ministries, Goods, and Services to People with Disabilities

[Church Name] strives for excellence in serving all customers, including those with disabilities. Our responsibilities include:

3.1 Communication

Communicate with individuals in ways that accommodate their specific needs.
Train staff on effective communication strategies for interacting with people with various disabilities.

3.2 Telephone Services

Provide fully accessible telephone services using clear and plain language.
Train staff to speak clearly and slowly.
Offer alternative communication methods (email, text, or written letter) if telephone communication does not meet a customer’s needs.

3.3 Assistive Devices

Ensure that customers who use assistive devices can access and benefit from our programs, ministries, goods, and services.
Train staff on the proper use of various assistive devices.
Provide and maintain on-premises assistive devices (such as elevators) for customer use.

4. Use of Service Animals and Support Persons

Service Animals: Welcome individuals accompanied by a service animal in all public areas. Staff, volunteers, and other relevant personnel will be trained on how to interact with people accompanied by service animals.
Support Persons: Permit individuals with disabilities to be accompanied by a support person without any restrictions. At no time will a customer be prevented from accessing the support they require.

5. Notice of Temporary Disruption

Provide advance notice to customers if there is a planned or unexpected disruption in facilities or services used by people with disabilities.
Notices will include the reason for the disruption, its anticipated duration, and information about any alternative arrangements.
These notices will be displayed at all public entrances and service counters.

6. Training for Staff

Train all employees, volunteers, and individuals interacting with the public, as well as those involved in policy development, within one month of commencing their duties.
Provide annual refresher training sessions.
Training topics include:
The purpose of the Accessibility for Ontarians with Disabilities Act, 2005, and related customer service standards.
Effective communication and interaction with people with various disabilities.
How to assist individuals who use assistive devices or require the support of a service animal or support person.
Proper use of on-premises assistive devices (e.g., elevators).
Procedures to follow if a customer experiences difficulty accessing our programs, ministries, goods, or services.
Provide ongoing training when policies, practices, or procedures are updated.

7. Feedback Process

[Church Name] aims to exceed customer expectations, especially for those with disabilities.
We welcome feedback on how well we are meeting these expectations.
Feedback can be submitted via email at [insert email address]. All feedback will be directed to the Executive Director, and a response will be provided within 5 days.
Complaints will be handled according to our established complaint management procedures.

8. Modifications to this Policy

[Church Name] is committed to maintaining customer service policies that promote the dignity and independence of people with disabilities.
No changes will be made to this policy without first considering the impact on individuals with disabilities.
Any policy not aligned with this commitment will be modified or removed.

9. Questions About This Policy

If you have any questions or need clarification regarding this policy, please contact the Executive Director of [Church Name].

This policy is designed to ensure that all customers, especially those with disabilities, receive respectful and accessible service.

Accessibility Policy