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Accessibility: Policies and Procedures

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Assistive devices and alternative formats

Use of personal assistive devices

Individuals to whom Morneau Shepell provides services may need to do so with the use of assistive devices, such as communication aids, cognition aids, personal mobility aids, and medical aids. 

These assistive devices may include:

  • manual and motorized wheelchairs
  • canes, crutches and walkers
  • white canes
  • hearing aids
  • magnifiers
  • oxygen tanks
  • electronic communication devices

Availability of assistive devices

Morneau Shepell strives to enable people with disabilities to benefit from the same quality of service as other customers. 

Publicly-accessible areas of Morneau Shepell’s premises include the following assistive devices, as appropriate: 

  • automatic door openers
  • elevator or ramp
  • handicapped bathrooms

If a particular location in which Morneau Shepell services are offered presents barriers to a particular individual, alternative arrangements will be sought to permit such person to access Morneau Shepell services at another location or in an alternative manner.

Alternative formats

Morneau Shepell recognizes that people with disabilities may use alternative methods to access information or services and will endeavour to provide services in an alternative format upon request.  An alternative format can be requested by completing an Alternative Format Request Form.

Service animals and support persons

Service animals

Service animals are animals which have been trained to assist people with different kinds of disabilities to overcome barriers. A few examples of service animals include dogs used by people who are visually impaired, hearing alert animals for people who are hearing impaired, and animals trained to alert an individual to an oncoming seizure and lead them to safety.

To be considered a service animal under the Customer Service Regulation, it must be either readily apparent (obvious by its appearance or by what it is doing) that the animal is being used because of a person’s disability or the person with a disability must provide a letter from a physician or nurse confirming that the person requires the animal because of his or her disability.

Morneau Shepell will permit any person with a disability to enter its publically accessible premises with a service animal and to keep the animal with him or her, unless the animal is otherwise excluded by law.

Support persons

A support person is an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs, or with access to goods or services. Personal care needs may include, but are not limited to, physically transferring an individual from one location to another or assisting an individual with using the restroom. Medical needs may include, but are not limited to, monitoring an individual’s health or providing medical support by being available in the event of a seizure. A support person may be a paid professional, a volunteer, a family member, or a friend of the person with a disability. He or she does not necessarily need to have special training or qualifications.

If a person with a disability is accompanied by a support person, Morneau Shepell will permit both persons to enter its premise together.  In some cases, the support person may have to agree to rules or requirements that are specific to Morneau Shepell’s services.

Morneau Shepell may require that a person with a disability access its services with the participation of a support person where accessing the services without a support person would pose a significant risk to the health and safety of the person with a disability.


Morneau Shepell will provide training to all employees in a client facing or policy-development role to increase awareness and encourage respect for the core principles of independence, equality, dignity, integration and equality of opportunity for people with disabilities.

Content and method of training

Morneau Shepell employees will be required to complete an interactive on-line training program which will address topics including:

  • the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service;
  • how to interact and communicate with people with various types of disabilities;
  • the purpose of assistive devices and how to interact and communicate with people who use them;
  • the purpose of service animals and how to interact with people who use them;
  • the purpose of support persons and how to interact with people who are accompanied by a support person; and
  • what to do if a person with a disability is having difficulty in accessing Morneau Shepell services.

Morneau Shepell employees will also be required to read Morneau Shepell’s Policies, Practices and Procedures for Accessible Customer Service document in addition to any other internal documents on accessibility at Morneau Shepell.

Record of training

Morneau Shepell will keep a record of all training provided under the Accessibility for Ontarians with Disabilities Act and the Customer Service Regulation,  including the dates on which the training was provided and the number of individuals who have received the training.

Accessibility reporting

Morneau Shepell will file an accessibility report at the end of the calendar year in accordance with the Customer Service Regulation of the Accessibility for Ontarians with Disabilities Act, 2005.