FCCC is committed to provide services in a way that respects the dignity and independence of people with disabilities.  Information regarding any temporary disruption to our services can be found in our newsflash on this website.  FCCC’s policy and training information are available upon request.

FCCC Client Service Policy Statement: Providing Goods & Services to People with Disabilities

The purpose of this policy is to comply with the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.

  1. Our mission: The mission of Frontenac County Childcare Centre (FCCC) is to strive to provide the highest quality childcare and positive experiences for all of our families.
  2. Our commitment: In fulfilling our mission, FCCC strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services in the same place and in a similar way as other clients.
  3. Providing goods and services to people with disabilities: Frontenac County Childcare Centre is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
    1. Communication: We will communicate with people with disabilities in ways that takes into account their disability.
      We will train staff, students and volunteers who communicate with clients on how to interact and communicate with people with various types of disabilities.
    2. Telephone services: We are committed to providing fully accessible telephone services to our clients. We will train staff to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.
      We will offer to communicate with clients by e-mail if telephone communication is not suitable to their communication needs or is not available.
    3. Assistive devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff, students and volunteers are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.
    4. Billing: We are committed to providing accessible invoices to all of our clients. For this reason, invoices will be provided in the following formats upon request hard copy, large print & e-mail.
      We will answer any questions clients may have about the content of the invoice in person, by telephone or e-mail.
  4. Use of service animals and support persons: 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 will also ensure that all staff, volunteers & students 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 will be allowed to enter FCCC’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.
  5. Notice of temporary disruption: FCCC will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will be placed at all public entrances on our premises if possible. This notice will include information about the reason for the disruption, its anticipated duration and a description of any alternative options. Closures due to weather will be broadcast on local radio stations. Clients will be informed of closures that happen during the normal hours of operation by phone or other manner that supports the client with a disability.
  6. Training for staff: FCCC will provide training to all employees, students, volunteers and all those who are involved in the development and approvals of service polices, practices and procedures.
    Training will include the following:
    1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
    2. How to interact and communicate with people with various types of disabilities.
    3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    4. How to use the assistance devices on the premises.
    5. What to do if a person with a disability is having difficulty in accessing FCCC’s services.
    6. FCCC’s policies, practices and procedures relating to the customer service standard.
    Applicable staff, students and volunteers will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff, students and volunteers will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
  7. Feedback process: The ultimate goal of FCCC is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
    Feedback regarding the way FCCC provides services to people with disabilities can be made by way of our annual parent satisfaction surveys or communication with site supervisors and/or senior management. It is the expectation of FCCC that any complaints that are made in regards to our provision of services to people with disabilities be responded to in a timely manner. Clients can find the FCCC “Procedure to Address Concerns” in the parent handbook.
  8. Modifications to this or other policies: We are committed to developing client 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 FCCC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
  9. Questions about this policy: This policy exists to achieve service excellence to clients with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, an explanation should be provided by, or referred to, the on-site supervisor and/or senior management.

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Location: 153 Van Order Drive, Kingston ON K7M 1B9
Phone: 613-547-0734

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