Client Service Policy

CAVALLUZZO 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 AODA.

CAVALLUZZO is committed to providing its clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.

Implementation Timeframe: Effective immediately and ongoing

CAVALLUZZO will ensure training is provided to partners, employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code (the "Code") as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees and other staff members.

CAVALLUZZO will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessibility laws:

• CAVALLUZZO will provide written training materials and/or a presentation to explain: (1) the requirements of the accessibility standards referred to in the Integrated Standard, O. Reg 119/11; and (2) the requirements of the Code as it pertains to persons with disabilities (as required by section 7 of the Integrated Standard, O. Reg 119/11); and
• CAVALLUZZO will continue to provide Customer Service Training for all employees who deal with members of the public and/or other third parties (as required by section 6 of the Customer Service Standard, O. Reg 429/07).

Implementation Timeframe: By January 1, 2015 and ongoing

Except where meeting this requirement is not practicable, if CAVALLUZZO develops a new website or significantly refreshes its existing website between January 1, 2014 and January 1, 2021, it will ensure the new or significantly refreshed website and content on the website conforms with WCAG 2.0, Level A.

CAVALLUZZO will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:

• CAVALLUZZO will provide clients and members of the public with a number of feedback options including: email, phone, fax and personal visit to one of our offices.

CAVALLUZZO will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:

• CAVALLUZZO will provide clients and members of the public with information in an accessible format upon request.
• CAVALLUZZO will respond to such requests as soon as practicable.

Implementation Timeframe: By January 1, 2014 to January 1, 2021 as identified above

CAVALLUZZO is committed to fair and accessible employment practices.

We will take the following steps to notify the public and staff that, when requested, CAVALLUZZO will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

• Prospective applicants will be advised of the availability of accommodations by the Manager, Human Resources for Support Staff Applications, the Student Committee for Articling and Summer Students Applications and the Associate Committee for Associate Lawyers Applications.
• CAVALLUZZO will notify employees of its ability to provide accommodations on any job postings.

Consistent with its obligations under the Human Rights Code, CAVALLUZZO will develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

We will ensure the accessibility needs of employees with disabilities needs are taken into account consistent with our obligations under the Ontario Human Rights Code if CAVALLUZZO is using performance management, career development and redeployment processes.

CAVALLUZZO will take the following steps to prevent and remove other accessibility barriers identified:

• Assess, review, and alter (if required) policies and procedures on a frequent basis to ensure compliance with the AODA.

Implementation Timeframe: January 1, 2016 and ongoing

CAVALLUZZO will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to its offices in public spaces. 

Implementation Timeframe: January 1, 2017 and ongoing

In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

Implementation Timeframe: Effective immediately and ongoing

CAVALLUZZO will review and update this policy at least once every five years. The first version of this policy will be reviewed no later than January 1, 2019. 

Providing Services to People with Disabilities

Our mission at Cavalluzzo Shilton McIntyre Cornish LLP (CAVALLUZZO) is to provide expert legal services to all of our clients, irrespective of their level of ability.   We wish to ensure that persons with disabilities receive full opportunity of access to our services in a manner that respects their dignity and human rights.   We are committed to making all reasonable efforts to achieve this.

Client service and quality of work are our priorities with all of our clients.  As part of our commitment to make all reasonable efforts to ensure that our clients with disabilities receive full benefit of these priorities, we will focus on the following undertakings:

• Methods of communication: 
  We will communicate with people with disabilities in ways that take into account their disability.  We will train staff on methods of communication that may be effective in working with a variety of clients with individual disabilities and to be open to requests for alternative means of communication.
• Means of communication:   
  If telephone communication is not suitable to the needs of clients with disabilities, we will offer to communicate by email or regular mail.  We will consider any other communication means suggested by our clients that may be specific to their individual circumstances.
• Assistive devices:  
  Clients with disabilities requiring the use of assistive devices should feel comfortable in accessing our services.  We will ensure that our staff are familiar with various assistive devices that may be used by clients with disabilities while accessing our services.
• Billing documents:  
  We are committed to providing accessible accounts to our clients.  Hard copy, large print or email format is available on request.  We welcome any requests specific to other needs.  We will answer any questions clients may have about the content of an invoice.  This may be done in person, by telephone, by email or other reasonable means according to the need of any client with a disability.
• Service animals:
  Our welcome to our clients with disabilities to our premises extends to the service animals they require.  We will ensure that all staff, volunteers and others dealing with our clients and the public are trained on how to interact with persons with disabilities who are accompanied by a service animal.
• Support persons:
  Our welcome to our clients with disabilities to our premises extends to the support people that they require.  Support people attending with clients with disabilities will be permitted to enter our premises and engage our facilities with the client requiring their services.  At no time will we prevent a client with disability from having access to his or her support person while on our premises.

We will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances on our premises and on our website if the duration of the disruption will be longer than a 24 hour period.

We will provide training to all partners, employees, volunteers, and others who deal with the public or other third parties on our behalf.  All persons involved in the development and approval of client service policies, practices, and procedures will have this training.  Individuals in the following positions will be trained:  lawyers, articling students, support staff, and support staff managers.  

New staff or partners will receive training as soon as practicable after they commence their duties.  Training will include the following topics:

• the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the client service standards;
• methods for interacting and communicating with people with various types of disabilities;
• information on assistive devices and appropriate interaction with persons with disabilities who require the use of assistive devices;
• appropriate interaction with persons with disabilities who require the use of a service animal and expectations concerning contact with the service animal;
• appropriate interaction with persons with disabilities who require the use of support people and expectations concerning interaction with support people;
• what to do if a person with a disability is having difficulty accessing our services; and
• our policies, practices, and procedures relating to the client service standard.

Applicable staff will be trained on policies, practises and procedures that affect the way services are provided to people with disabilities.  Staff will also be trained on an ongoing basis when changes are made to these policies, practises and procedures.

The ultimate goal of CAVALLUZZO is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way CAVALLUZZO provides  services to people with disabilities can be made by email, facsimile or verbally. All feedback will be directed to Aileen J. Hunter, Director, Finance & Administration. Clients can  expect to hear back within a two week period.
Complaints will be addressed and responded to at our earliest convenience.

We are committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of CAVALLUZZO that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This policy exists to achieve service excellence to clients with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Aileen J. Hunter, Director, Finance & Administration.

This Policy will be available on our website, www.cavalluzzo.com.

CAVALLUZZO will make best efforts to provide copies of this Policy in accessible formats, such as large print, if requested.

Notification to the Public of Disruptions in Service 

Sample 1 
Dear Clients:
The elevators will be out of service from ____ to _____  for routine maintenance. To access the offices of Cavalluzzo Shilton McIntyre Cornish, please press the buzzer on the front door of Telefilm Canada, located in the foyer of this building. Telefilm will contact us to meet our client to provide alternate means for accessing our services. We regret any inconvenience this may cause. If you have questions or concerns, please call our receptionist at 416-964-1115.
Thank you.
Cavalluzzo LLP

Sample 2 
Dear Clients:
Our accessible washroom is out of service due to a broken pipe. A repair person will be on the premises tomorrow to fix it. In the interim, we have made arrangements for our clients to use the accessible washroom at Telefilm Canada, which is accessed from the foyer of this building. Please press the buzzer on their front door to reach their receptionist.
Thank you.
Cavalluzzo LLP