Providing Services to People with Disabilities



Monica Place is committed to excellence and the continual improvement process of access for people with disabilities to our facilities and services for our residents, staff, volunteers, contractors, visitors and other members of the community.

Monica Place promotes accessibility as prescribed by the Accessibility for Ontarians with Disability Act through our policies, procedures and practices governing the provision of its services to people with disabilities and the identification and removal of barriers.

People with disabilities will be permitted the accompaniment by support persons, guide dogs or other service animals while accessing our services at Monica Place.

This Accessible Customer Service Plan will be reviewed and if necessary revised once per year.  Any revisions will be communicated to residents, staff, volunteers, contractors and the community by the way of email, postings and updates on the Monica Place website page.  This plan will also be available upon request in a manner that takes into account the person’s disability.


Assistive devices

Assistive devices are used by people with disabilities to help with daily living.  They include a broad range of products such as wheelchairs, walkers, canes, white canes, oxygen tanks, portable chalk boards and electronic communication devices that people may bring to our premises.

We will ensure that our staff is trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services.  The policy on how to serve people with disabilities who use personal assistive devices is consistent with the principles of dignity, independence, integration and equal opportunity.


We will communicate with people with disabilities in ways that take into account their disability.

If a person with a disability has difficulty communicating due to the disability and perhaps competing noise or commotion; the person may request from our staff to provide a quiet and secure area to continue the communication.

When communicating with a person with a disability, staff and volunteers are instructed to do so in a manner that takes into account the person’s disability.

Service animals

Service animals are animals that are individually trained to perform tasks for people with disabilities, such as guiding people who are for example:  blind, alerting people who are deaf, pulling wheelchairs, alerting or protecting a person who is having a seizure, or performing other special tasks.

We welcome people with disabilities and their service animals.  People with disabilities will be permitted the accompaniment by support persons, guide dogs or other service animals while accessing services at Monica Place.   Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A support person is an individual hired or chosen to accompany a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to goods or services.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

If there is a fee charged to the support person for admission or participation in services at Monica Places, we will notify the individual of this through a notice posted on our premises or directly with the individual.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for individuals with disabilities, Monica Place will notify individuals promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

This notice will be placed at 231 Herbert Street, Waterloo and 150 Ainslie Street North, Cambridge.

Training for staff

Monica Place will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.  This includes the Board even though they may not be directly involved in providing services to people with disabilities.

Individuals in the following positions will be trained:

–          Reception, DCW I, DCW II, Kitchen Coordinator, Community Housing and Support Coordinator, Community Support Facilitator, Counsellor, Management, Volunteers

Training will be provided to staff at commencement of employment, annually, and as requested.   Staff will also be trained on an ongoing basis when changes are made to these policies, procedures and practices.

Training will include:

Feedback process

The opportunity for the public to provide feedback on services provided by Monica Place can be done through mail, our webpage via email, telephone, or in person.  Notice of the availability of the feedback document will be posted in our lobby on the facilities.  They will be provided upon request and communicated in a manner that takes into account the person’s disability.

All feedback will be directed to the Executive Director.

Customers can expect to hear back in 15 working days.

Complaints will be addressed according to our organization’s regular complaint management procedures.


Accessibility for Ontarians with Disabilities Act 2005

Video for Training:!