Policy: Accessible Customer Service

Epic Opportunities is committed to complying with the Accessibility Standard for Customer Service under The Accessibility for Manitobans Act.  Organizational policies and measures reflect the principles of dignity, independence, integration and equal opportunity for people with disabilities.

This commitment to complying with the applicable legislation means that Epic Opportunities will:

• Identify barriers to accessible customer service
• Remove barriers to accessible customer service
• Prevent new barriers to accessible customer service from forming
• Provide equivalent customer service to all people

If a barrier to accessing services cannot be removed, Epic Opportunities will seek to provide alternate ways to access these services.

In order to meet the communication needs of all persons accessing the organization’s services, Epic Opportunities commits to the following:

• When appropriate and necessary, we will offer to communicate in different ways (e.g. providing an interpreter with advanced notice of the required accommodation, writing things down, reading things out loud, or taking extra time to explain things).
• We will offer person-specific supports or resources to ensure that each person has the tools they need to participate and understand communication.
• All of our publications will include the statement “This publication is available in alternate formats on request”, and will specify how a person can request an alternative format.
• We will use signs and documents that are easy to read, using larger fonts and colour contrast and ensuring that messages are not printed on images.
• We will write signs and documents in plain language.

Epic Opportunities will accommodate the use of assistive devices such as wheelchairs, walkers, communication devices, or any other tool or piece of equipment necessary to enhance full access and remove barriers experienced by a person living with a disability. The following practices and measures will guide the accommodation:

• We will not touch or move a device without permission from the person using the device.
• We will ensure that those who support the use of an assistive device are trained in how to use the device.
• In cases where there are unavoidable health or safety concerns related to the use of an assistive device, we will reduce these risks to the extent possible, and also seek to use other measures to ensure that the person requiring the device is still able to access our services and physical environments.

Epic Opportunities welcomes support persons, and will let the public know in advance if support persons have to pay admission or service fees.  To accommodate for support persons, the following practices and measures will be implemented:

• We will address the individual requiring the support person unless specifically requested by the individual to do otherwise.
• We will make space for the support person on-site and ensure that the individual has access to their support person at all times.
• Where we have the ability or authority to do so, we will waive or reduce the admission or service fee for support persons, and let the public know in advance if admission or service fees cannot be waived or reduced.
• We will share information about fees for support persons with the public in advance by posting this with our event communications. This may include posting on our website, on social media, in newsletters, through event posters, brochures, or pamphlets, or any other means to get the information out in a timely manner.

In addition, Epic Opportunities will allow service animals onto our premises.  We will treat the service animal as a working animal and not distract it from its job unless given permission by the person requiring the service animal.

Epic Opportunities is committed to maintaining a barrier-free environment in all of its physical spaces, including those we rent for events and meetings.  We will organize our space so there is ample room for people with wheelchairs, electric scooters, and walkers.  We will ensure that seating accommodates people of varying sizes and abilities.  We will keep our environments free of clutter, avoiding physically limiting factors and hazards.

Epic Opportunities will communicate with the public when any of our accessibility features becomes temporarily unavailable.  When doing so, we will state the reason for the disruption, how long it is likely to last, and whether there are other ways we can provide access during the period of disruption.

Epic Opportunities welcomes and responds to feedback regarding accessibility.  We document the actions taken to respond to this feedback, and share this feedback upon request in a format that meets the individual’s communication needs.

Epic Opportunities provides required training on accessible customer service to all employees and volunteers, including reasonable accommodations under The Human Rights Code Manitoba.  The training will include how to interact and communicate with people who face barriers to accessing our services, use assistive devices, or are assisted by a support person or service animal. All training will be documented, and include updates to policies, practices, and accommodation measures.