Accessibility

Multi-Year Accessibility Plan

Tibidabo Home

July 2026

Purpose

This Multi-Year Accessibility Plan is developed in accordance with the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It outlines Hansen Ottawa's ongoing commitment to identifying, removing, and preventing barriers for people with disabilities, whether they are employees, contractors, customers, or visitors.

This plan is guided by our Accessible Service Policy and covers:

Our commitment to reviewing and updating this plan every 5 years
Staff training
Definitions of key terms
The provision of goods and services to persons with disabilities
The use of assistive devices, service animals, and support persons
Notice of temporary service disruptions
Customer feedback on accessibility
Availability of documents in accessible formats

Our Commitment

Tibidabo Home is committed to providing an accessible experience for all customers, staff, and visitors, including people with disabilities. We aim to deliver our services in a way that respects the dignity and independence of every individual, so that people with disabilities can benefit from the same services, in the same places, in substantially the same way as everyone else.

We will review this plan every 5 years and update it as needed to keep it current and effective. Ongoing identification of barriers is a shared responsibility across Tibidabo Home, and improvements will be incorporated into this plan wherever possible.

Training

All Tibidabo Home employees, and anyone else who deals with the public on our behalf, receive training on accessible customer service. New hires are trained by the end of their first week.

Training covers:

An overview of the AODA and the Customer Service Standard
Tibidabo Home's accessible service policy
How to interact and communicate with people with different types of disabilities
How to interact with people who use assistive devices, service animals, or support persons
How to help someone with a disability access our workplace or job sites
What to do if someone with a disability is having difficulty accessing our services

Staff are retrained whenever our accessible service policy is updated.

Definitions

Disability: Any degree of physical disability, infirmity, malformation, or disfigurement caused by bodily injury, birth defect, or illness, including but not limited to diabetes, epilepsy, brain injury, paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impairment, muteness or speech impairment, or physical reliance on a guide dog, wheelchair, or other assistive device. This also includes a mental impairment or developmental disability, a learning disability, a mental disorder, or an injury for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.

Assistive Devices: Devices used to assist persons with disabilities in carrying out activities or accessing our goods and services, such as wheelchairs, hearing aids, canes, and screen readers.

Service Animals: Any animal used by a person with a disability for reasons relating to that disability.

Support Person: A person who accompanies someone with a disability to assist with communication, mobility, personal care, medical needs, or access to goods and services.

The Provision of Goods and Services to Persons with Disabilities

Tibidabo Home will use reasonable efforts to ensure our policies, practices, and procedures are consistent with the following:

Our goods and services are provided in a way that respects the dignity and independence of persons with disabilities
Services for persons with disabilities are integrated with those provided to persons without disabilities, unless an alternative measure is necessary
Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use, and benefit from our goods and services
Communication with persons with disabilities takes their disability into consideration
People with disabilities may bring their service animal, assistive device, or support person onto our premises, and staff are trained accordingly

Assistive Devices and Other Measures that Assist with Accessibility

An assistive device is any tool, technology, or piece of equipment that a person with a disability uses to help with daily living, such as a wheelchair, hearing aid, or white cane. Our staff are trained and familiar with the various assistive devices that may be used by people with disabilities accessing our workplace.

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises open to the public, and our staff is trained in how to interact with service animals.

A person with a disability accompanied by a support person will be allowed to have that person accompany them on our premises.

Exceptions may occur where Tibidabo Home has determined that an assistive device poses a risk to the health and safety of the individual or others on the premises. In these cases, Tibidabo Home will offer other reasonable measures to help the person obtain, use, and benefit from our goods and services, wherever such measures are available. It is the responsibility of the person with the disability to ensure their assistive device is operated safely at all times.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for visitors with disabilities, such as power outages or construction, Tibidabo Home will notify visitors promptly. This notice will include the reason for the disruption, its anticipated length, and a description of alternative facilities or services, if available. Where possible, we will notify visitors ahead of time of any foreseeable disruptions and do our best to accommodate their needs.

Feedback

Feedback is encouraged and always welcome. Visitors who wish to share feedback on how Tibidabo Home has provided accessible services can do so by phone, in person, through email, or other methods. All feedback will be directed to Tibidabo Home's Human Resources Director. Visitors can expect to hear back within 2-3 business days. Complaints will be addressed according to our regular complaint management procedures.

Availability and Format of Documents Required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07)

This publication is available through:

Tibidabo Home's website
Hard copies made available to all staff
Accessible formats of the plan available upon contact with our Administration team

All documents required by the Accessibility Standards for Customer Service, including Tibidabo Home's Accessible Service Plan, policies, procedures, and practices, notices of temporary disruptions, training records, and written feedback process, are available upon request.