CLSH Policies and Bylaws


Community Living South Huron (CLSH) is committed to conforming to all aspects of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario Regulation 429/07 (Accessibility Standards for Customer Service) and the Ontario Human Rights Code. The Agency will strive to ensure all locations, owned, or operated by CLSH which are accessed by the public, provide barrier-free services, supports, environments and employment. The Agency recognizes the key principals of accessibility are independence, dignity, integration, and equality. All employees and volunteers are expected to actively support this policy and its procedures; non-compliance is subject to discipline, up to and including dismissal.


Assistive Device – is a technical aide, communication device, or medical aid modified or customized, that is used to maintain or improve the functional abilities of people with disabilities. Examples include, but are not limited to walkers, canes, wheelchairs, hearing aids, sign language interpreters.

Barrier – as defined in the Accessibility of Ontarians with Disabilities Act is anything that prevents a person with a disability from fully participating in all aspects of society because of their disability, including a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy, or a practice.

Disability – the term defined by the Accessibility for Ontarians with Disabilities Act and the Human Rights code refers to:

  1. a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  2. b) a condition of mental impairment or developmental disability.
  3. c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
  4. d) a mental disorder; or
  5. e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – as defined in Ontario Regulation 58 of the Blind Persons Rights Act is a dog trained as a guide for a person who is blind and having qualifications prescribed by the regulations under the Blind Persons Rights Act.

Premises – all locations owned and operated by Community Living-South Huron where the public has access.

Service Animal – A service animal for a person with a disability if:

  1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, because of visual indicators such as the vest or harness worn by the animal; or
  2. The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:
    • College of Audiologists and Speech-Language Pathologists of Ontario
    • College of Chiropractors of Ontario
    • College of Nurses of Ontario
    • College of Occupational Therapists of Ontario
    • College of Optometrists of Ontario
    • College of Physicians and Surgeons of Ontario
    • College of Physiotherapists of Ontario
    • College of Psychologists of Ontario
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

Support Person – In relation to a person with a disability, another person who accompanies them to help with communication, mobility, personal care, medical needs or with access to goods or services.

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

  1. The Provision of Goods and Services to Persons with Disabilities
  2. The Use of Assistive Devices
  3. The Use of Guide Dogs, Service Animals and Service Dogs
  4. The Use of Support Persons
  5. Notice of Service Disruptions
  6. Customer Feedback
  7. Training
  8. Notice of Availability and Format of Required Documents

1. Providing Services to People with Disabilities:

Community Living-South Huron is committed to excellence in providing supports and services to people with disabilities and will carry out all functions and responsibilities in the following areas:

  • The services must be provided in a manner that respects and promotes dignity, independence, and integration of persons with disabilities.
  • The provision of services to persons with disabilities and others must be inclusive unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the services.
  • Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the services.
  • We will work with the person with a disability to determine what method of communication works for them.

2. Assistive Devices:

The use of assistive devices by persons with disabilities to obtain, use or benefit from Community Living South Huron’s services will be recognized unless otherwise prohibited due to health and safety of privacy issues. In these situations, the Agency may offer a person with a disability other reasonable measures to assist them in obtaining and using Community Living South Huron’s services where applicable.

It is the responsibility of the person with a disability to ensure that their assistive device is operating in a safe and controlled manner.

3. Use of Guide Dogs and Service Animals:

Community Living South Huron is committed to welcoming people with disabilities who are

accompanied by a guide dog or service animal on the parts of our premises that are open to the

public and other third parties. All CLSH employees and volunteers dealing with the public are to be properly trained in how to interact with people with disabilities who are accompanied by a guide dog or service animal. If a guide dog, or service animal are prohibited by another law CLSH will explain to the person with a disability why the animal is excluded and will offer alternative methods to enable the person with a disability to access services when possible (for example, securing the animal in a safe location and offering the guidance of an employee)

4. Use of Support Persons:
Community Living South Huron is committed to supporting people with disabilities who are accompanied by a support person and will be welcomed to enter the Agency’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on the premises. Fees will not be charged for the support person for admission to programs or services.

5. Service Disruptions:

Where there is a temporary planned/unplanned disruption with CLSH services or facilities a notice will be provided and posted at the applicable site, on the Agency’s webpage/social media and through any other method that is reasonable in the given circumstances.

This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

In circumstances where an unexpected disruption occurs, the Agency will endeavor to provide and post the notice as quickly as possible.

6. Feedback Process:

The goal of Community Living-South Huron is to meet the expectations of people who are supported while welcoming family members and other visitors. Comments on CLSH’s services regarding how well those expectations are being met are welcomed and appreciated. Feedback may identify areas that require change and encourage continuous service improvements.

Feedback regarding the provision of services to people with disabilities can be made in person, by phone, e-mail, in writing or through the mail. A form for feedback or suggestions is attached to this policy for reference and is available on the Agency’s website (, and at the Administration Office (146 Main St., Dashwood, ON N0M 1N0). All feedback may be addressed to the Co-Executive Directors; the Agency will respond to all feedback received.

7.Training for Employees:

Community Living South Huron will provide training to all employees and volunteers who support people with disabilities or encounter any other person who may access the Agency’s premises, and all those who are involved in the development and approvals of customer service policies, practices and procedure.  All new hires or volunteers to the Agency will be trained on this policy within 30 days of commencement of their duties as well as provided an annual refresher. If any revisions occur with this policy staff will expected to complete the training on the changes.

Current and future employees will be trained through HR Downloads through two training session-

  1. A) AODA Customer Service
  2. B) Understanding Human Rights (AODA edition)

CLSH will ensure that our staff are trained and familiar with various assistive devices (lifts, wheelchairs, walkers, communication devices) we have on site or otherwise that we provide that may help people with disabilities. CLSH will keep a record of l training including the dates the training was provided.

8. Notice of Availability and Format of Required Documents

CLSH will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to provide the information to the person in a format that considers the person’s disability and is agreed upon between the requestor and the Agency.

We will provide the accessible format in a timely manner and, at no additional cost. A notice is displayed at the entrance of our administration building indicating alternative formats of the policy are available upon request.

Questions Regarding the Policy:

If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation will be provided upon request. Community Living South Huron will provide a copy of the policy, practices and procedures required under Ontario Regulation 429/07 upon request and a copy is also available on the Agency’s website,

If the Agency is requested to provide a person with a disability a document or information, Community Living-South Huron will endeavour to provide the information to the person in a format that considers the person’s disability.

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Community Living South Huron believes that to maintain quality services and growth, there must be open communications within the Agency and between the Agency and the community. To facilitate communication, everyone (i.e., person supported, parents/guardian, advocates, and the general membership) must have a method of airing issues in a positive and structured form.


  1. a) If a person supported has an issue with either a staff member or the way services are delivered by this Agency, that person supported (with the help of a family member or advocate, if necessary) shall speak to the Support Services Manager to resolve the issue. If the complaint relates to an allegation of abuse, the procedure outlined in Policy P5 will be followed, leading, if necessary to the notification of the police. If the person supported/parent/advocate is not satisfied with the answer, they shall meet with the Co-Executive Director(s) in search of a resolution. Again, if the answer is not satisfactory, the Co-Executive Directors will arrange a meeting with the President of the Board of Directors who will raise the matter with the Executive of the Board and eventually, if necessary, with the full Board. The decision of the Board is final. Depending on the circumstances; however, the Board or the person supported may refer the matter to the Ministry of Children, Community and Social Services (MCCSS). All matters that could be construed as serious occurrences will be reported to the MCCSS within the timeframes determined by the MCCSS and Agency Policy 54
    b) The Co-Executive Director responsible for human resources will investigate all complaints raised by staff members. If a staff member is dissatisfied with the resolution proposed they will be granted a meeting with the two Co-directors to seek a mutually agreeable solution. If after this meeting, the staff member is still unsatisfied they may file a grievance with the Union and follow the procedure outlined in the Collective Agreement.
    c) A member of the community who is dissatisfied with their treatment by staff, the conduct of a member of the Administration Team, policies, or procedures of the Agency or who has a specific complaint will be referred to the Co-Executive Directors. If the resolution proposed by the Co-Executive Directors is unacceptable, the complainant will be referred to the President of the Board who will arrange a meeting with the Executive and, if necessary, the full Board.
    All complaints, when possible, will be committed to writing as will the responses at each step.
  2. To ensure the review is fair and unbiased, no one with a potential conflict of interest (including a person supported by the Agency) will be permitted to serve on any part of the review process.
  3. Responses by the Admin Team and the Co-Executive Directors will be within seven days and by the full Board within 30 days after the next full Board meeting.

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