This policy applies to all ManpowerGroup permanent and in-house (full time and part time) employees of Manpower Services Canada Limited (hereinafter referred to as ManpowerGroup).
ManpowerGroup of Companies in Ontario is committed to preventing, identifying and removing barriers that impede the ability of people with disabilities to access our goods and services.
ManpowerGroup of Companies in Ontario is committed to providing exceptional and accessible service for its customers. Goods and services will be provided in a manner that respects the dignity and independence to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of the ManpowerGroup of Companies in Ontario.
Purpose and Application
In June, 2005 the Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA). The purpose of this Act is to develop, implement and enforce standards of accessibility for all Ontarians.
Under the Accessibility for Ontarians with Disabilities Act, 2005 all municipalities must meet the requirements of accessibility standards established by the regulation. This policy establishes the accessibility standards for Customer Service for the ManpowerGroup of Companies in Ontario, Canada, in accordance with Ontario Regulation 429/07. This policy applies to all employees of the ManpowerGroup of Companies in Ontario, agents, volunteers and contracted service staff.
Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, or entered; obtainable.
Assistive Devices and Measures are supports made available by providers to improve access to care for patients with disabilities. For example, wheelchairs, volunteers, real-time captioning services (on-screen typing of what speakers are saying), sign language interpreters or deaf-blind interveners. Other examples include, Telephone Teletypes (TTY) to communicate with clients who are deaf, hard of hearing, have speech impairments or are deaf-blind (Guide to the Accessibility Standards for Customer Service, Ontario Regulation).
Disability (in accordance to the Human Rights Code of Canada) means:
a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog , or other animal or on a wheelchair or other remedial appliance or device;
b) A condition of mental impairment or a developmental disability;
c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d) A mental disorder, or
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
Guide Dog means a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s. 1 (1).
Service Animal is an animal for a person with a disability:
a) if it is readily apparent that the animal is used by the person for reasons relating to his/her disability; or
b) If you cannot easily identify that the animal is a service animal, you can ask the person to provide documentation from a regulated health professional. The documentation must confirm that the person needs the service animal for reasons relating to their disability.
Support Person means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
1) Accessibility Training Policy
a. Every person who deals with members of the public or who participates in developing ManpowerGroup of Companies in Ontario’s policies, practices and procedures governing the provision of goods and services to the
b. public; including Company staff, volunteers, agents, contractors and others who provide service on behalf of the ManpowerGroup of Companies in Ontario will receive training regarding the provision of goods and services to persons with disabilities.
c. The training will include the following information:
i. The purposes of the Accessibility for Ontarians with Disabilities Act,
ii. How to interact and communicate with persons with various types of disabilities,
iii. How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
iv. How to use equipment made available by the Company to help people with disabilities to access goods and services
v. What to do if a person with a disability is having difficulty accessing services.
d. Training will be provided to each person according to his or her needs and duties and as soon as is practicable on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities. A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept.
2) Feedback Process
ManpowerGroup of Companies in Ontario accepts feedback from the public in a variety of methods including:
Phone (416-225-4455 and ask for Human Resources)
In person (any of our branches or head office)
Mail (HR, 4950 Yonge Street, Suite 700, Toronto, Ontario, M2N 6K1)
Email ([email protected])
And, through The Complaint Record and Resolution form available at head office, the branches and the intranet which can be mailed or emailed.
All feedback is reviewed by a member of the HR team and brought to the Lead Team’s attention. Complaints are investigated and follow up is provided to the customer if requested.
3) Use of Service Animals and Support Persons
a. If a person with a disability is accompanied by a guide dog or other service animal, the ManpowerGroup of Companies in Ontario will ensure that the person is permitted to enter a ManpowerGroup of Companies in Ontario facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law. Where a service animal is excluded by law, ManpowerGroup of Companies in Ontario will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the Company's goods and services. The service animal must be under the care and control of the individual at all times.
b. If a person with a disability is accompanied by a support person, ManpowerGroup of Companies in Ontario will ensure that both persons are permitted to enter our company facility, and that the person with a disability is not prevented from having access to the support person. ManpowerGroup of Companies in Ontario may require a person with a disability to be accompanied by a support person when in a Company facility, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility. In such a situation you must waive the admission fee or fare for the support person, if one exists.
4) Notice of Temporary Disruptions
ManpowerGroup of Companies in Ontario shall provide notice of disruption of services to the public.
Any Notice of Disruption will contain the following:
Nature of the Disruption in Service
Reason for the disruption
Alternative facilities or services
Company staff will provide such notice in at least one of the following three methods:
Notice physically posted at the site of the disruption
Notice on Company website
In a local newspaper
5) Notice of Availability of Documents
a. ManpowerGroup of Companies in Ontario will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O. Reg 429/07) upon request. In Ontario notice of availability will be provided on the ManpowerGroup website and through other printed methods.
6) Format of documents
a. If the ManpowerGroup of Companies in Ontario is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, the Company will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.
7) Individualized workplace emergency response information and plan
ManpowerGroup will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability. If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, the employer must provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee. The emergency response plan will be provided in an accessible format or with appropriate communication supports.
The individualized workplace emergency response information will be reviewed:
When the employee moves to a different location in the organization
When the employee’s overall accommodations needs or plans are reviewed
When the employer reviews its general emergency response policies
The purpose of this information is to outline how an employee with a disability, if they require it, will be provided with assistance in the event of an emergency. An emergency can range from an acute event that requires medical attention to an event such as a fire where special evacuation procedures may be necessary. Managers are responsible for working with employees with disabilities to develop an individualized workplace emergency response plan. ManpowerGroup has developed a Workplace Emergency Response Information template to assist managers and employees to create this plan. Once a manager is aware that an employee with a disability will require assistance in the event of an emergency, they are to contact the Human Resources department by email at: [email protected] to access the Workplace Emergency Response Information Template. In consultation with the employee, the manager will use the Workplace Emergency Response Information template to determine the employee’s needs in the event of an emergency, and assist in the development of the employee’s workplace emergency information plan. If you have any questions or need assistance completing the template, contact Human Resources at the above email address. Once the employee’s emergency information has been developed, a signed copy of this information must be provided to the employee, the Manager and Human Resources for the employee’s personnel file.
Guide to the Accessibility Standards for Customer Service, Ontario Regulation
Standards of Accessibility under the AODA
Customer Service: Service delivery to the public; also includes business practices, employee training.
Transportation: This standard needs to reflect a variety of environments, financial capabilities of users/providers and the differing modes of travel including conventional and specialized modes, and on-demand taxi services.
Information and Communication: Information and communications provided to the consumer or end-user through print, telephone, electronic devices, and in person; also includes publications and software applications.The Built Environment: Access to, from and within buildings and outdoor spaces; also includes counter heights, aisle and door widths, parking, signage, pedestrian access routes and signal systems.
Employment: Hiring and retaining employees; also includes employment practices, policies and processes such as job advertisements and interviewing.
Principles of Customer Service:
Dignity: Refers to policies, procedures and practices that treat a person with a disability as a client who is as valued and deserving of effective and full service as any other client. They do not treat people with disabilities as an afterthought or force them to accept lesser service, quality or convenience. Service delivery needs to take into account how people with disabilities can effectively access and use services and show respect for these methods.
Independence: In some instances, independence means freedom from control or influence of others' freedom to make your own choices. In other situations, it may mean the freedom to do things in your own way. People who may move or speak more slowly should not be denied an opportunity to participate in a program or service because of this factor.
Integration: Integrated services are those services that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other clients. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities. Sometimes integration does not serve the needs of all people with disabilities. In these cases, it is necessary to use alternate measures to provide goods or services. Alternate measures are ways of serving people that are not completely integrated into the regular business activities of the organization, for example, email.
Equal Opportunity: Equal opportunity means having the same chances, options, benefits and results as others. In the case of services, it means that people with disabilities have the same opportunity to benefit from the way you provide services as others. They should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience.
7) Related and Supporting Documentation
a) ManpowerGroup of Companies Corporate Policies
b) Accessible Customer Service Training Records
c) Ontario Regulation 429/07, Accessibility for Ontarians with Disabilities Act, 2005 – Accessibility Standards for Customer Service
d) Ontario Ministry of Community and Social Services website
It is the manager’s responsibility to understand and abide by the requirements of this policy. The manager is responsible for communicating this policy with the employees they supervise and manage. The manager is to report any feedback received to Human Resources and to encourage employees to report complaints or incidents. Managers have a duty to ensure that their branch or department is conducting business that ensures persons with disabilities have full access to our goods and services.
Employees are expected to comply fully with this policy at all times . All employees are required to complete training that covers the practices and procedures governing the provision of goods or services to persons with disabilities. Employees are required to report any feedback or complaints surrounding AODA to Human Resources.
Accountability and Disciplinary Action
If it is determined that inappropriate conduct has occurred, ManpowerGroup will promptly ensure that the situation is dealt with and appropriate disciplinary action up to and including termination.
Any other type of violation or non-compliance with this policy will result in disciplinary action up to and including termination.
Date: August 2013 revised by Kendra Fleming
Date: June 2016 revised by Kendra Fleming
Multi-Year Accessibility Plan
The Accessibility Plan for ManpowerGroup is both a strategic vision as well as a multi-year plan. The Accessibility Plan describes how we will maintain exceptional customer service standards and employment standards by ensuring that ManpowerGroup is fully accessible to the public, including persons with disabilities. The Accessibility Plan will also ensure compliance with AODA guidelines and all provincial legislation requirements.
Commitment to Persons with Disabilities
ManpowerGroup is committed to excellence in serving all customers, including meeting the accessibility needs of persons with disabilities in a timely manner. ManpowerGroup aims to provide products and services that are accessible and can meet individual needs, to the extent practicable, by preventing and removing barriers to persons with disabilities. In doing so, ManpowerGroup remains committed to respect the dignity and independence of persons with disabilities.
Accessibility for Customers, Employees & General Public
ManpowerGroup has been building and maintaining an inclusive and accessible organization for many years.
ManpowerGroup will continue to make reasonable efforts to ensure that our company policies, procedures, and practices pertaining to employment and to the provision of products & services to the public and other third parties, align with the guiding principles of independence, dignity, integration and equal opportunity as set out in 2005 by Bill 118, the Accessibility for Ontarians with Disabilities Act (AODA).
We are committed to giving customers with disabilities the same opportunities to access our products & services, as well as giving employees with disabilities the same opportunities to deliver our products & services to customers. This policy applies to all ManpowerGroup staff members, including full time, part time and contract-personnel, who deal with the public.
ManpowerGroup is committed to meeting the legislative requirements established by AODA under the new Integrated Accessibility Standards effective January 1, 2014 as well as the Accessibility Standards for Customer Service already required prior to January 1, 2012. Accessibility Standards apply to every organization and to every person that provides goods or services to members of the public and that has at least one employee in Ontario.
ManpowerGroup will continue to provide education and training material to all employees and staff who deal with the public and other third parties on their behalf.
All ManpowerGroup employees were provided a copy of the ManpowerGroup Customer Service Standard Policy, prior to December 31, 2011.
All ManpowerGroup employees were also presented AODA Customer Service Standard training, prior to December 31, 2011.
The ManpowerGroup Customer Service Standard Policy was posted on the company Intranet, effective January 1, 2012.
All newly hired ManpowerGroup employees are required to complete a new employee orientation training program. Effective January 1, 2012 that process now includes a section on reviewing Accessibility and the Customer Service Standard Policy.
ManpowerGroup continually assesses the need for additional staff training in accordance with the distribution of new or amended company policies & procedures.
Information & Communications Standards
ManpowerGroup is committed to meeting the communication needs of all our customers, including persons with disabilities.
ManpowerGroup will continue to respond to all customer feedback in a timely manner and we will answer any questions customers may have as required either in person, by telephone or email/fax. Upon request, ManpowerGroup will aim to address the specific needs of any persons with a disability that requires assistance in communication or receiving alternative forms of information, to the extent practicable.
ManpowerGroup will take steps to review all new company websites and to evaluate content conformance on those sites with new standards, to the extent practicable (WCAG 2.0 Level A effective January 1, 2014). All ManpowerGroup web content will be assessed and evaluated on a regular basis for current accessibility conformance and potential barriers.
ManpowerGroup does not currently operate or maintain any public self-service kiosks.
ManpowerGroup is committed to fair and accessible employment and recruitment practices, and continues to comply with all current provincial Employment Standard Acts. Upon request, ManpowerGroup will provide, to the extent practicable, sufficient accommodations to all employees and applicants, including persons with disabilities. ManpowerGroup has also advised staff on the potential need to request assistance through Individualized Emergency Response Plans in the workplace.
ManpowerGroup does not currently operate or provide any public transportation services.
The Customer Service Standard Policy was made available on the ManpowerGroup website, including a Customer Feedback Form, effective January 1, 2012.
ManpowerGroup complied with all applicable Accessibility Standards for Customer Service by January 1, 2012 (for private sector organizations with 20 or more employees).
ManpowerGroup successfully filed the required online compliance report with the Government of Ontario prior to December 31, 2012.
ManpowerGroup complied with all new Integrated Accessibility Standards by January 1, 2014 (for large organizations with 50 or more employees in Ontario).
The Accessibility Policy and Accessibility Plan will be made available on the ManpowerGroup website, effective January 1, 2014.
The Accessibility Plan will be reviewed and updated no less than once a year by the Human Resources Manager.
Integrated Accessibility Standards training will be provided to all ManpowerGroup employees by January 30, 2015
Effective January 1, 2016 ManpowerGroup was complaint with Accessibility Standards by ensuring that all our Accessibility information was made public and all employment practices were made accessible.
All ManpowerGroup Accessible Customer Service policies and training were updated to reflect the changes that will take effective July 01, 2016. All employees will be notified and trained by email of these changes by July 01, 2016.
ManpowerGroup will continue to review all existing company policies & procedures when appropriate, and amend accordingly when required.
By January 1, 2017, ManpowerGroup will make new or redeveloped public spaces accessible.
By December 31, 2017, ManpowerGroup will file an Accessibility Compliance Report.
By December 31, 2020, ManpowerGroup will file an Accessibility Compliance Report.
By January 1, 2021, ManpowerGroup will make all websites and web content accessible.
By December 31, 2023, ManpowerGroup will File an Accessibility Compliance Report.
For more information on the Accessibility Plan, or to provide feedback on the Customer Service Standard Policy, please contact: