Maple Multi-Year Accessibility Plan

Customer Service Accessibility

We’re committed to making our customer service accessible and training our staff on providing accessible service.

Action:

We implemented the following actions in 2020 since our company increased to more than 50 employees:

• Hired multiple dedicated vendors to work on the accessibility of our digital applications.
• Hired a dedicated contractor to work on company-wide accessibility requirements and strategy.
• Assessed and initiated remedial actions to ensure our consumer-facing digital applications are accessible.
• Initiated an employee survey to ascertain knowledge of what a disability is, the number of employees self-identifying as having a disability, and interest in developing accessible policies.
• Developed HR policies, procedures, and practices for addressing accessibility
• Ensured HR policies, procedures, and practices are consistent with principles of independence, dignity, integration and equality.
• Implemented a specific policy on allowing people to use their own assistive devices.
• Empowered the use of support people for accompanying persons with disabilities
• Created feedback mechanisms for persons with disabilities.
• Accommodated the provision of documents in PDF, email, and large font as required.
• Introduced a policy that permits service animals.
• Reported to the Government on compliance.
• Developed and published Maple’s statement of commitment, multi-year plan, and policies pertaining to accessibility.

Integrated Accessibility Standards Regulation

1. Accessible Emergency Information

We’re committed to providing customers and employees with publicly available emergency information in an accessible way upon request. We’ll also provide employees with disabilities with individualized emergency response information when necessary.

Planned Action:

Information about emergency procedures will be made available in an accessible format as soon as practicable, upon request.

2. Workplace Emergency Response Information

Where Maple is made aware that an employee has a disability and that there’s a need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.

Planned Action:

• When we become aware of the need to accommodate an employee’s disability, we’ll assess requirements and if necessary, will complete an individual emergency response as soon as possible.
• If the employee requires workplace emergency assistance, with their consent, we’ll provide the workplace emergency response information to the designated person who will be providing assistance to the employee.
• We’ll review the individual workplace response information when:
  • The employee moves to a different location in the organization;
  • The employee requests us to do so;
  • When the general emergency response is reviewed.

Required compliance date: December 31, 2020
Status: Completed

3. Training

We’ll provide training to employees, volunteers, health practitioners, and persons participating in the development and approval of our policies, including appropriate training on the requirements of the Integrated Accessibility Standards Regulation (“IASR”), Ontario’s accessibility laws, and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers, health practitioners and any other staff members.

We’ll take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2022:

Planned Action:

• Develop and implement appropriate training materials.
• Create a plan for refresher training to ensure ongoing awareness.
• Keep and maintain a record of training provided, including training delivery dates, and the number of individuals to whom it was provided.
• Ensure that training is provided on any changes on an ongoing basis.

Required compliance date: January 1, 2023
Status: Complete

4. Equal Access to Medical Records

Planned Action:

• Develop text alternative support for complex documents and images, including scanned files.
• Implement a mechanism to offer visually impaired patients access to their medical records in a confidential manner via our applications.

Required compliance date: January 1, 2026
Status: In Discovery