Accessibility & the AODA

MS Canada takes its responsibilities toward accessibility very seriously. All staff and volunteers in Ontario must undergo accessibility training and must acknowledge their understanding of the accessibility and customer service policy.  

Near the end of this document, you will find a link to free online Accessibility for Ontarians with Disabilities Act (AODA) training of the customer service module. This is an additional resource that we encourage all volunteers to complete as it offers a comprehensive overview of the requirements for providing customer service in ways that are accessible to people with disabilities. Please note that this additional training will take 30- 40 minutes to complete.

MS Canada’s very purpose is to connect with and interact with people living with multiple sclerosis. We need to be attuned to their needs, as well as the needs of other people with disabilities that we interact with: staff, volunteers, event participants, donors, the general public. Accessibility for all is vital to our mission. 

We have a desire and an obligation to accommodate people with disabilities to the point of ‘undue hardship’. In all cases, work with the person to achieve a workable solution.  

All staff and volunteers should have an understanding of our accessibility standards for customer service policy.  

Every person with disabilities has different needs with regard to accommodation – what works for one person may not work for another. In some cases, their needs may not be consistent, especially in relation to a person with multiple sclerosis, whose symptoms may change from day to day.  

Some of the practical applications of these policies are: 

Assistive devices 

  • All spaces, whether they be event locations, office space, support group meetings, etc., should be accessible.  
  • Watch for aisles wide enough for a walker or wheelchair. 
  • Tidy cords, debris, or other tripping hazards. Ensure all walkways are clear. 
  • Do not touch a person’s assistive devices without their permission.  

Communication 

  • Work with the person to find the best way to offer information, such as reading it out loud, offering an electronic version, or a print-out with a larger font, etc. The person will know best what will work for them.  
  • When referring to people with disabilities, put the person first: “Person with disabilities” versus “Disabled person”. Preferred language will vary between individuals, and so if you are not sure how someone identifies, the best thing to do is ask them.
  • Design flyers, pamphlets, emails, etc. with consideration to visual disabilities: contrasting, clear fonts, and pictures or pictographs to reinforce the message. 
  • When speaking to a person using a wheelchair, try to sit down so you are eye level with them. 
  • Consider offering a written copy of text of a visual presentation, or to have someone do a ‘whisper translation’. 
  • When doing a visual presentation, avoid saying “As you can see from this slide…”. You don’t have to read it verbatim either; try rewording the message as you present. 
  • When speaking with a person with a hearing disability, make sure you are in a brightly lit space, reduce background noise as best you can, and turn to face them directly so they can see your mouth move. Keep your hands away from your face.  

Service animals 

  • People with service animals are welcome at all MS Canada events and functions. 
  • Service animals are not pets, they are working animals. Do not pet or address the animal, as it might distract them from their job.  

Support persons 

  • Support persons might be caregivers, translators, or assistants. They are assisting the person with disabilities, but they are not the same person. Address any questions directly to the person with disabilities. If you’re not sure, ask.  

Notice of temporary disruption 

  • If an unplanned or unexpected disruption to our services occurs (e.g., office must close due to inclement weather), we must notify any participants / visitors.  
  • The notice should include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or customer services, if available.   

Other tips: 

  • Don’t make assumptions about a person’s needs – ask. 
  • With a person with visual impairments, ask before taking their arm to guide them. They may simply need verbal direction, or for you to walk beside them. 
  • Ask only for sufficient information to accommodate. You only need to know that someone needs larger font, but don’t need to know their medical diagnosis that makes that requirement necessary.  
  • At all times, respect the dignity and independence of the people we work with.  

The key to accessibility is working with the person with disabilities. Ask them what their needs are, and work with them to accommodate them as best as possible. 

Free training on accessibility is available here. 

Ontario Human Rights Code   

To provide feedback or request further information:   

Phone: 1-800-268-7582

Email:  volunteer@mscanada.ca