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OCH and ARRIV Multi-Year Accessibility Plan 2023-2028


OCH is committed to providing excellent customer service to our staff and residents, including people with disabilities. OCH will continue to develop and implement policies, practices and procedures that are consistent with the principles of dignity, independence, and equal opportunity. 


In accordance with the requirements set out in the Integrated Accessibility Standards Regulation (IASR), OCH will: 

  • Continue to develop, implement and maintain policies on how it will achieve accessibility 
  • Ensure that written policies are available to the public in accessible format, upon request 
  • Establish, review and update this plan at least once every five years 
  • Post this plan on its website 
  • Provide this plan in an accessible format, upon request 


OCH will provide training to employees and other staff members on the requirements of the IASR and on the Ontario Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees. 

In accordance with the IASR, OCH will: 

  • Determine and ensure that appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to people with disabilities, is provided to employees in a way that best suits the duties of the employees 
  • Ensure that the training is provided to employees as soon as practicable 
  • 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 
  • Ensure that the training is provided on any changes to the prescribed policies on an ongoing basis, as needed 

Completion date: January 1, 2015


OCH is committed to meeting the communication needs of people with disabilities. OCH will consult with people with disabilities to determine their information and communication needs. 

1. Feedback

  • In accordance with the IASR, OCH will ensure that existing and new processes for receiving and responding to feedback are accessible to people with disabilities 
  • Individuals will have the option of providing feedback in person, via email and by telephone 

2. Publicly Available Information

Planned Action 

  • In accordance with the IASR, OCH will provide or arrange for the provision of accessible formats, upon request in a timely manner, more broadly, as a general principle, where accessible formats and communication supports for people with disabilities are requested 
  • Provide or arrange for the provision of such accessible formats and communications supports 
  • Consult with the person making the request to determine the suitability of the accessible format or communication support 
  • Provide or arrange for the provision of accessible formats and communication supports in a timely manner that takes into account the person’s accessibility needs due to disability, and at a cost no more than the regular cost charged to other persons 
  • Notify the public about the availability of accessible formats and communication supports 

3. Accessible Emergency Information

OCH is committed to providing customers and clients with publicly available emergency information in an accessible format, upon request. OCH will also provide employees with disabilities with individualized emergency response information when necessary. 

The following measures have been implemented by OCH: 

  • Emergency procedures, plans and public safety information that are prepared by OCH and made available to the public, will be made available in an accessible format, upon request 
  • Individualized workplace emergency response information procedures have been developed for employees with disabilities, as required 
  • Where required, OCH provides assistance to specific employees with disabilities, with the employee’s prior consent, to help them evacuate the workplace in case of an emergency or disaster. These plans for providing assistance have been set out in individualized emergency plans for the employees 
  • These individualized emergency plans have been communicated to the employees’ respective managers, on an ‘as needed’ basis 
  • On an ongoing and regular basis, in compliance with the addressed 

4. Accessible Websites and Web Content

In accordance with the IASR, OCH will: 

  • Ensure its internet websites and web content that are controlled within Ontario conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG)2.0 
  • Advise staff responsible for websites and web content of the requirements of the IASR 
  • Expand corporate awareness of requirements for compliance with Information and Communication Standards of AODA 


OCH is committed to fair and accessible employment practices. 

1. Recruitment

  • In accordance with the IASR, OCH will take the following steps to notify the public and staff that, when requested, OCH will accommodate people with disabilities during the recruitment and assessment processes and when people are hired: 
  • Review and, as necessary, modify existing recruitment policies, procedures, and processes 
  • Specify that accommodation is available for applicants with disabilities, on the website and on job postings 
  • Notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used in the assessment/selection process 
  • If an applicant requests accommodation, consult with the applicant and arrange for suitable accommodations in a manner that takes into account the applicant’s individual accessibility needs 
  • Include information about accommodation policies into offers of employment 
  • Provide new hires with copies of accommodation policies 


2. Individual Accommodation Plans/Return to Work Process

OCH has a process for developing individual accommodation plans and return-to-work plans for employees that have been absent due to a disability. 

OCH’s existing policies include steps that OCH will take to accommodate an employee with a disability and to facilitate an employee’s return to work after absence due to a disability. OCH will review and assess the existing policies to ensure that they include a process for the development of documented individual accommodation plans for employees with a disability if such plans are required. 

OCH will ensure that the process for the development of documented individual accommodation plans includes the following elements, in accordance with the provisions of the IASR: 

  • The manner in which the employee requesting accommodation can participate in the development of the plan 
  • The means by which the employee is assessed on an individual basis 
  • The manner in which OCH, can request an evaluation by an outside medical or expert, at OCH’s expense, to assist in determining if and how the accommodation can be achieved 
  • Steps that are in place to protect the privacy of the employee’s personal information 
  • The frequency with which the individual accommodation plans will be reviewed and updated and the manner in which this will be done 
  • A requirement to provide the employee with the reasons for the denial if an individual accommodation plan is denied 
  • The method of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs 


If Individualized accommodation plans are established, OCH will ensure that they include: 

  • Individualized workplace emergency response information as required 
  • Information regarding accessible formats and communication supports that have been provided for or arranged, in order to provide the employee with: 
  • Information that is needed in order to perform the employee’s job 
  • Information that is generally available to employees in the workplace 
  • Identify any other accommodation that is to be provided to the employee 


3. Performance Management, Career Development and Redeployment

OCH will consider the accessibility needs and the disabilities of an employee, as well as individual accommodation plans: 

  • When using its performance management process 
  • When providing career development and advancement 
  • When redeploying employees 

In accordance with the IASR, OCH will: 

  • Review, assess and, as necessary, modify existing policies, procedures and practices to ensure compliance with the IASR 
  • Consider the accessibility needs of the employees with disabilities and, as applicable, their individualized accommodation plans, when: 
  • Assessing performance 
  • Managing career development and advancement 
  • Redeploying employees 


OCH meets the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. In the event of a service disruption, OCH will notify the public of the service disruption and alternatives available. 

Processes for preventative and emergency maintenance of the accessible elements and for dealing with temporary disruptions when accessible elements are not in working order include: 

  • Conducting regular inspections for accessible and life safety equipment in all buildings throughout the year 
  • Providing tenants access to OCH’s 24-hour Call Centre to have their needs addressed during planned and temporary service disruptions (dispatching staff for repair or direct tenant support) 
  • Notifying tenants during extended service disruptions and providing direct support, including providing all impacted individuals with reasonable alternative solutions where necessary and dispatching emergency maintenance services immediately when notified of a service disruption 


For more information on this accessibility plan, call 613-731-1182.

Accessible formats of this document are available free upon request from:


One of the most important elements of the Accessibility for Ontarians with Disabilities Act Customer Service Standard is ensuring customers know the ways to share feedback with OCH about our accessible customer service. 

How to share your feedback 

  • Call the OCH Call Centre at 613-731-1182 24 hours a day, seven days a week 
  • Visit your nearest OCH office — Monday to Friday, 8:30 a.m. to 4 p.m. 
  • Email us: 
  • See other ways to contact us 

When will you hear back from us? 

Typically, you can expect to hear back from OCH staff within two business days for non-emergencies.