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Henry's Multi-Year Accessibility Plan

Henry's is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act ("AODA").

This accessibility plan outlines the policies and actions that Henry's will put in place to improve opportunities for people with disabilities.

In accordance with the requirements set out in AODA's Integrated Accessibility Standards Regulations (the "IASRs"), Henry's will:

  • Post this plan on the appropriate corporate websites;
  • Report, as required, on the appropriate corporate websites on the progress of the implementation of this plan;
  • Provide this plan in an accessible format, upon request; and
  • Review and update this plan at least once every five (5) years.

Where this Plan specifies that documents, alternative formats or communication supports are available upon request, such requests should be directed to Human Resources at 1-800-461-7960, by email to HR@henrys.com or by mail to Human Resources at 119 Church Street, Toronto ON M5C2G5.

Customer Service Standard

The following have been in place since January 1, 2012:

  • Ensuring all persons who, on behalf of Henry's, deal with the public or other third parties, and all those who are involved in the development and approvals of customer service policies, practices and procedures, as well as all others providing services to our clients, are trained to communicate and provide the best possible customer service to all customers, clients, family members and visitors, including persons with disabilities
  • Ensuring staff are trained and familiar with various assistive devices that may be used by persons with disabilities who are accessing Henry's goods or services
  • Ensuring completion of accessibility training is tracked and recorded
  • Ensuring persons accompanied by a guide dog or other service animal in areas of Henry's open to the public are accommodated
  • Ensuring that if a person with a disability is accompanied by a support person, the support person is accommodated. If the support person is assisting the client participating in a Henry's event or program, but that person is not participating in the event/program on his or her own behalf, the support person is not charged a fee to attend the event/program
  • Providing notice in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities, by placing such notices at all public entrances on Henry's premises
  • Continuing to welcome and appreciate feedback from persons with disabilities through multiple communication channels;
  • Including the above-mentioned items in a Henry's HR policy on AODA - Accessibility Standard for Customer Service which is accessible to all employees and is included on our website www.henrys.com.
  • Reporting compliance with the customer service standard on the Accessibility Compliance Reporting tool at ServiceOntario's One-Source for Business website

Emergency and Public Safety Information

The following have been in place since January 1, 2012:

Emergency procedures and public emergency safety information that is prepared by Henry's and made available to the public is made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Accessibility Policy and Multi-Year Accessibility Plan

The following have been in place since January 1, 2014:

  • Henry's Accessibility Policy was implemented January 1, 2014. The Policy affirms Henry's commitment to meeting the accessibility needs of persons with disabilities in a timely manner and governs the way that Henry's will achieve accessibility;
  • Henry's created this Multi-Year Accessibility Plan outlining the company's phased-in strategy for identifying, removing and preventing barriers to accessibility
  • The multiyear accessibility plan is posted on our corporate website (www.henrys.com) and will be provided in alternate formats upon request
  • The Plan will be reviewed and updated at least once every five years.

Information and communication standards

Acccessible Websites and Web Content: From January 1, 2014, Henry's new or substantially refreshed websites and web content will conform to Level A of the Worldwide Web Consortium's Web Content Accessibility Guidelines (WCAG 2.0). Henry's will ensure that all of its websites and web content posted after January 1, 2012 will comply with WCAG 2.0 Level AA by 2021.

Planned Action:

Compliance will be incorporated into all website project management.

Feedback, Accessible Formats and Communication Supports:

Henry's will ensure that:

  • By January 1, 2015 in Ontario, its processes for receiving and responding to feedback are accessible, by providing or arranging for the provision of accessible formats and communication supports upon request
  • By January 1, 2016 in Ontario, upon request Henry's will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, in a timely manner and at no extra cost

Planned Action:

  • Henry's will arrange to convert communications and documents to alternate formats as requested by persons with disabilities and inform all employees who may receive or respond to feedback with information as to how to obtain alternate formats or communication supports from the service provider
  • Feedback will be accepted at stores, by the Human Resources at 1-800-461-7960 and asking to speak with Human Resources, by email to HR@henrys.com or by mail to Human Resources at 119 Church Street, Toronto ON M5C2G5
  • Requesting persons will be consulted as to the suitability of an accessible format or communication support

Employment

By January 1, 2016 in Ontario, accessibility will be integrated into Henry's employment-related practices, as follows:

Recruitment

Planned Action:

  • Review and, as necessary, modify existing recruitment, assessment, and selection procedures and processes
  • Notify all job applicants and the public that accommodation is available during the recruitment process on request, by specifying same in job postings and on the careers section of the corporate website
  • Specify that accommodation is available for applicants with disabilities in recruitment-related materials and during scheduling of interviews and assessments
  • If an applicant requests accommodation, consult with the applicant and arrange for the provision of suitable accommodation that takes into account the applicant's needs due to disability
  • When making offers of employment, notify the successful applicant of Henry's policies for accommodating colleagues with disabilities
  • Develop and provide appropriate training to colleagues responsible for recruitment, assessment, selection and on-boarding to ensure these planned actions are delivered, and accommodation requests are fulfilled in an effective and timely manner

Workplace

Planned Action:

  • Review and, as necessary, modify existing orientation and on-boarding processes to ensure new colleagues are provided information about Henry's accessibility policies as soon as practicable after employment commences, including a description on Henry's intranet
  • Develop a procedure, which may include a posting on Henry's intranet, to advise colleagues whenever there is a change to existing policies on the provision of workplace accommodations
  • Develop and provide appropriate training to managers and colleagues responsible for supporting the individualized accommodation plan process that will ensure the efficacy of the process on a continuing basis

Return to work from Disability-Related Leaves

Planned Action:

  • Review and, as necessary, modify and document existing return to work processes for colleagues who have been absent from work due to a disability and require accommodation in order to return to work
  • Ensure documented individual accommodation plans comprise part of the return to work process
  • Develop and provide appropriate training to managers and other colleagues responsible for supporting the return to work process for colleagues who require accommodation in order to return to work, and a training schedule for same that will ensure effective execution of the return to work process on a continuous basis

Performance Management, Career Development and Redeployment

Planned Action:

  • Review and, as necessary, modify existing performance management, career development and redeployment processes to ensure that the accessibility needs and individual accommodation plans of colleagues with disabilities are taken into account
  • Develop and provide appropriate training to managers and other colleagues responsible for supporting or impacting performance management, career development and advancement, and redeployment processes, and a training schedule for same that will ensure compliance with the processes on a continuous basis

Henry's Premises

Action taken:

In 2013, purchasing process for self-service kiosks now incorporates regard for technical and structural features such as height of the kiosk, availability of a headset jack, etc in consideration of accessibility needs of people with disabilities.

Planned Action:

By January 1, 2017 in Ontario, accessibility will be integrated into new or redeveloped Henry's public spaces in accordance with the criteria established by Ontario's Integrated Accessibility Standards, including but not limited to the following:

  • Accessible spots will be marked with clear signage. Outdoor sidewalks and walkways, including associated ramps, will have a surface that is firm and stable
  • Off-street parking will include signed parking spaces and access aisles for persons with disabilities, including van accessible spaces
  • At least one service counter in each store will accommodate mobility aids in respect of counter height, knee clearance and clear floor space. All such service counters will be clearly identified with signage
  • Develop and implement procedures for preventative and emergency maintenance of the accessible elements in Henry's public spaces, as well as how to deal with temporary disruptions when accessible elements are not in working order

Training

By January 1, 2015 in Ontario, Henry's will ensure that training is delivered to all employees, contractors, volunteers and those who provide services on Henry's behalf on the standards set by provincial legislation regarding accessibility.

Planned Action:

  • Develop and implement appropriate training materials
  • Ensure training is provided before or as soon as possible after the trainee commences duties and whenever Henry's alters its policies and practices regarding accessibility
  • Create a plan and schedule for periodic refresh training to ensure ongoing awareness and understanding
  • Keep and maintain a record of the training provided, including the dates that the training was provided and the number of individuals to whom it was provided
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