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Introduction

The Hamilton Sports Group are committed to adhering to the current standards of the Integrated Accessibility Standards Regulation (IASR) Policy, Regulation 191/11, under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). In doing so, we affirm our commitment to providing quality services in a manner that respects the dignity and independence of people with disabilities.

 

Accessibility for Ontarians with Disabilities Act (AODA)

The AODA Multi-Year Accessibility Plan outlines the policies, achievements and actions that the Hamilton Sports Group and its subsidiaries have taken, and the work underway to improve opportunities for people with disabilities. The current plan covers a five-year period (2021-2026), to align with our strategic plan.

 

Statement of Commitment

The Hamilton Sports Group is committed to providing equal access and a barrier free environment for all stakeholders including our employees, clients/customers, job applicants, suppliers and any other visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005) and its associated standards and regulations. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We understand that changes do occur. Because of this, we are committed to reviewing our policies and procedures annually to ensure that we continue to maintain best practices and strive to meet the needs of individuals with disabilities in a timely and effective manner.

 

Standards of Accessibility under AODA:

General Requirements:

 

(i). Accessible Emergency Information

 

The Hamilton Sports Group are committed to providing clients with emergency information, plans or public safety information in an accessible way upon request.

 

The Hamilton Sports Group will continue to provide employees with disabilities with individualized emergency response information when necessary, and as soon as practical possible. If an employee who receives individualized workplace emergency response information requires assistance, with the employee’s consent, the workplace emergency response information will be given to the designated employee. The Hamilton Sports Group will continue to review the individualized workplace emergency response plans, when necessary, i.e. the location of the employee changes and/or there is a change in disability.

 

(ii). Accessibility policies and plans

 

The Hamilton Sports Group have developed, implemented and maintained a multi-year plan that outlines strategies and actions to identify, prevent and remove barriers for people with disabilities.

  • Policy review takes place within the organization and its subsidiaries annually.

(iii). Training

Accessibility and inclusion of people with disabilities is important for the Hamilton Sports Group organization and therefore the Hamilton Sports Group provide comprehensive training for all full-time, part-time and seasonal employees.

 

The Hamilton Sports Group provides training to all staff members, third party employees who work with the public, with our staff and with our patrons, and all those who are involved in the development and approvals of customer service policies, practices and procedures. All staff members training include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty accessing Hamilton Sports Group goods and services
  • The Hamilton Sports Group policies, practices and procedures relating to the customer service standard.

 

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

 

Customer Service Standard

 

The Hamilton Sports Group and their subsidiaries use reasonable efforts to ensure its policies, practices and procedures are consistent with the following principles:

  • We are committed to having assistive devices available for any person with a disability to obtain, use or benefit from our goods and services. All Hamilton Sports Group staff members are familiar with various assistive devices that may be used by customers and potential customers with disabilities while accessing our goods or services.
  • We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We also ensure that all staff and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
  • We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter the Hamilton Sports Group premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
  • We are committed to providing a fully accessible telephone service to our customers and potential customers. We train staff to communicate with customers and potential customers over the telephone in clear and plain language and to speak clearly and slowly. We offer to communicate with customers and potential customers by email, if telephone communication is not suitable to their communication needs or is not available.
  • We are committed to providing accessible invoices to all of our customers and potential customers. For this reason, invoices are provided in the following formats upon request: hard copy, large print, or e-mail. We answer any questions customers and potential customers may have about the content of the invoice in person, by telephone or through email.

 

Information and Communication Standards

The Hamilton Sports Group is committed to meeting the communication needs of people with disabilities. We will continue to consult with people with disabilities to determine that all their needs are being met. The goal of the Hamilton Sports Group is to provide unimpeded access to information for all users.

 

The Hamilton Sports Group have taken the following steps to ensure compliance with this standard:

  • A feedback process Feedback Process that meets and exceeds the expectations for customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated. Feedback regarding the way the Hamilton Sports Group provides goods and services to people with disabilities can be made by e-mail to customerservice@ticats.ca, verbally, or by letter. All feedback is directed to the Manager of Guest Experience. Customers and potential customers can expect to hear back from Hamilton Sports Group in 10 working days.
  • Our website has been designed to be user friendly for people with a range of needs

 

The Hamilton Sports Group have taken the following steps to ensure compliance with this standard:

  • Continue to evaluate the existing website and ensure that it is created in the most accessible way possible
  • Work with anyone who requests alternative formats
  • Establish a plan for formatting using options that cannot be done within the organization i.e. captioning, video description, audio or any other formatting.

 

Employment

 

The Hamilton Sports Group values all its employees and an inclusive and accessible workplace. In keeping with this commitment, the Hamilton Sports Group will put in place the following strategies:

  • Establish a plan for formatting using options that cannot be done within the organization i.e. captioning, video description, audio or any other formatting.
  • Notifying employees, job applicants, and members of the public about the availability of accommodation for applicants with disabilities in the recruitment, assessment and selection processes.
  • Notifying applicants selected that if selected the Hamilton Sports Group will consult with the applicant and provide or arrange for accommodation in a manner which takes in to account the applicant’s accessibility needs.
  • Notifying successful applicants of the current employee accommodation policies.
  • Notifying employees as soon as is practicable after starting employment and upon changes to policies on supporting employees with disabilities, including accommodation.
  • Consulting and working with any employee who requests accessible formats and communication supports for information needed to perform the job (information that is generally available to employees in the workplace).
  • Consulting with an employee on the suitability of an accessible format or communication support.
  • Providing individualized workplace emergency response information if needed.
  • Providing documented individual employee accommodation plans.
  • Taking into account the accessibility needs and individual accommodation plans of employees during the performance management, career development and advancement, and redeployment processes.

 

The goal of these new policies is to break down barriers and increase accessibility for persons with disabilities in the areas of information, communications and employment. This policy will be posted on the Hamilton Tiger-Cats and Forge FC websites and is available in alternative format upon request.

 

Notice of Temporary Disruption

 

The Hamilton Sports Group provide customers and potential customers with notice in the event of a planned or unexpected disruption in the facilities or services used by people with disabilities. This notice includes 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 and service counters on our premises.

 

Return to Work

 

The Hamilton Sports Group are committed to developing and putting in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

 

The Hamilton Sports Group have developed and maintained a return-to-work process for our employees who have been absent from work due to a disability and require disability related accommodations in order to return to work.

 

Modifications to This or Other Policies

 

We are committed to developing customer 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 the Hamilton Sports Group that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

Training about this Policy

Each Staff Member is informed of the Hamilton Sports Group Policies.

 

Evaluation of this Policy

The Hamilton Sports Group shall review this Policy and its effectiveness on an annual basis or more often as deemed necessary.

 

Revision History of this Policy

December 2014 – Development and implementation of Policy

April 2021 – Policy Updated

 

Required Forms

None

 

Legislation/ Standards/ Regulations

Accessibility for Ontarians with Disabilities Act (AODA)

Human Rights Code

 

Tim Hortons Field – Accessible Seating and Accessible Drop off Locations

 

The Hamilton Sports Group are committed to providing exceptional customer service for all fans and are happy to offer accessible seating throughout the venue. Accessible tickets can only be purchased by phoning the Hamilton Sports Group Head Office directly at 905-547-2287.

 

Fans that are in possession of a ticket for a standard seat but require an accessible seat, will need to exchange their ticket prior to the event, subject to availability. At the event, fans who show up and require, but do not hold, a ticket for an accessible seat, should visit our Box Office located at Gate 1A or any Fan Service location found on each concourse. Our Fan Services team will work with our ticket office to try to find a solution for the fan. Accommodations will be based on availability and cannot be guaranteed.

 

Tim Hortons Field offers 2 accessible pickup and drop off locations. These are located outside Gate 1A (Balsam Ave.) and Gate 4A (Melrose Ave).

 

Questions about this Policy

This policy exists to achieve service excellence to customers and potential customers with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation should be provided by, or referred to our Human Resources Advisor. This information can be provided through any Fan Service Location.