Accessible Service Policy

Accessible Service at Camp White Pine

Accessible Customer Service Plan

Camp White Pine is committed to excellence in serving all clients including people with disabilities whenever possible. However, for safety reasons, or physical limitations, some of Camp White Pine’s facilities, services, or programs may not be accessible to all people. Clients may communicate with us to find out which programs and facilities are or are not accessible to people with certain disabilities. We will also communicate with people with disabilities in ways that take into account their disability.

Support persons & Service Animals

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. A reduced rate will be charged for support persons, depending on length of stay. We also welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as ramps or washrooms, Camp White Pine will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on the affected building and be announced at meal times if applicable.

Training for staff

We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services. Camp White Pine will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Directors, staff who deal with rental groups and staff who deal with the public will receive this training.

This training will be provided to staff upon hiring and as needed thereafter.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Camp White Pine’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the assistive devices.
  • What to do if a person with a disability is having difficulty in accessing our goods and services
  • Staff will also be trained when changes are made to our plan.

Staff training can be found here.

Feedback process

Customers who wish to provide feedback on the way Camp White Pine provides goods and services to people with disabilities can e-mail or let our staff know in person. All feedback will be directed to the Director. Customers can expect to hear back in 2 days. Complaints will be addressed according to our organization’s regular complaint management procedures. Modifications to this or other policies. Any policy of Camp White Pine’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.