Waterfront Neighbourhood Centre is committed to making our services accessible to everyone. We comply with the customer service standards of the Accessibility for Ontarians with Accessibility for Ontarians with Disabilities Act, 2005. If you would like information about our compliance, have a comment or question, please contact us as shown below.
Providing Services to People with Disabilities
Waterfront Neighbourhood Centre (WNC) is a non-profit, City of Toronto agency managed by a volunteer board of local community residents. WNC provides programs and services to the residents of the neighbourhood bounded by Strachan Avenue, Yonge Street, Front Street and Lake Ontario. If you live outside our neighbourhood, you may join as an Associate Member. Please note that non-members pay a 10% surcharge.
- Our services
Since its beginning in 1991, Waterfront Neighbourhood Centre (Formally Harbourfront Community Centre) has offered a safe and supportive environment for our diverse, multi-cultural neighbourhood. We respond to the particular needs of vulnerable children, youth-at-risk and isolated adults as well as work closely with community members to improve the quality of life for everyone living in our downtown neighbourhood.
- Our commitment
In fulfilling our mission, Waterfront Neighbourhood Centre will at all times provide its services in a way that respects the dignity and independence of people with disabilities. We give people with disabilities the same opportunity to access our services in the same place, and in a similar way as others.
- Providing service to people with disabilities
WNC is committed to excellence in service, including service to people with disabilities, and we carry out our functions and responsibilities in the following areas:
We communicate with people with disabilities in ways that take into account their disability. We train our staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
- Telephone services
We offer to communicate by email, regular phone or other methods if regular telephone communication is not suitable to someone’s communication needs.
- Assistive devices
We serve all people with disabilities, including those who use assistive devices. We ensure that our staff are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services.We also ensure that staff know how to use the assistive devices at their respective work locations which are applicable to their positions.
- Use of service animals and support persons
We welcome people with disabilities, including those who are accompanied by a service animal, on the parts of our premises that are open to the public and other third parties. The only areas not open to service animals due to health and safety concerns are the food preparation areas for the kitchen, café and children’s programs.We welcome 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 Waterfront Neighbourhood Centre’s 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. During an election or by-election, a support person assisting a voter will be required to take an oath, stating their commitment to confidentiality and that they will mark the ballot as directed by the voter (if the voter requests this type of assistance). The voter will also be required to take an oath stating they require assistance to vote. Waterfront Neighbourhood Centre does normally charge admission to access events or programs. We will not charge support persons to access events or programs.We ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by either a support person or a service animal.
- Notice of temporary disruption
We give notice when our services are disrupted or our facilities closed in the event of a planned or unexpected disruption in the facilities or services usually 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.Depending on circumstances we post notice using such methods as signage, websites, email, and media advisories.
- Training for staff
Waterfront Neighbourhood Centre provides training to employees, including those who deal with the public and all those who are involved in the development and approval of customer service policies, practices and procedures. The training is in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. This training is provided to all staff who deal with the public or are involved in the development and approvals of customer service policies, practices and procedures within three months of their start date.
- Feedback process
The goal of Waterfront Neighbourhood Centre is to meet and surpass expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.Feedback regarding the way Waterfront Neighbourhood Centre provides services to people with disabilities can be made by e-mail, verbally, and in writing. All written feedback will be directed to Waterfront Neighbourhood Centre:
Waterfront Neighbourhood Centre
627 Queen’s Quay West
Toronto, ON M5V 3G3
Once received, the feedback is redirected to the appropriate director/manager/supervisor. In person feedback should be provided directly to the applicable manager/supervisor.We will acknowledge receipt of phone and email feedback within one business day (24 hours). An acknowledgement will be sent to fax and mailed feedback within 4 business days of receipt.
- Modifications to this or other policies
Given our commitment to respecting the dignity and independence of people with disabilities, any policy of Waterfront Neighbourhood Centre that does not do this will be modified or removed.
- Questions about this policy
This policy exists to achieve service excellence to people 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:
Acting Executive Director
Waterfront Neighbourhood Centre
627 Queen’s Quay W.
Toronto, ON M5V 3G3
May 18, 2021