Appendix A – Accessible Customer Service
Appendix B – Integrated Accessibility Standard
Appendix C – Use of Service Animals
Appendix D – Caption & E-text
Appendix E – The Medical Accommodation for the Medical Use of Medicinal Cannabis on Campus
Accessible Customer Service Standard
As per ACSS 429/07, Fleming College will follow the principles of independence, dignity, integration and equality of opportunity in its provision of goods and services to members of the public with disabilities.
In such cases where a person with a disability requires the use of their own personal assistive devices in order to access the goods and services provided by the College, they are welcome to do so. Assistive devices include, but are not limited to the following examples: hearing aids, wheelchairs, electronic organizers, magnifying devices, electronic voice synthesizers.
If the use of a support person is required in order to access the goods and services provided by the College, persons with disabilities are welcome to bring such support persons with them to the College. A support person may be a trained professional, friend or family member – whomever the person with a disability deems appropriate.
Specifically, the College will:
- Use reasonable efforts to ensure that its policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.
- Continue to make every reasonable accommodation for the individual needs of self-identified persons (students and employees) with documented disabilities as per the Ontario Human Rights Code.
- Ensure all members of the College community communicate with a person with a disability in a manner that takes into account his or her disability.
- Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.
- Train staff, volunteers, contractors and any other people who interact with the public or other third parties on the College’s behalf on a number of topics as outlined in the customer service standard.
- Train staff, volunteers, contractors and any other people who are involved in developing College policies, practices and procedures on the provision of goods or services on a number of topics as outlined in the customer service standard.
The College will communicate services and procedures to the public in an accessible manner, including their provision in alternative formats where requested. This includes posting this policy, the Multiyear Accessibility Plan and Annual Report and associated documentation on the College’s website.
An electronic form is available on the College’s
Accessibility web page to request a document in alternate format.
The College shall provide notice when facilities or services that people with disabilities rely on to access or use the College’s goods or services are temporarily disrupted. The notice will include information about the reason for the disruption, length of disruption and a description of alternate facilities or services. A notification from the Fleming Safe app will be sent out to all Fleming staff and students.
Feedback on this Policy may be provided by a person with a disability in the manner deemed most appropriate to them, such as in person, by telephone, in writing, or by fax or email.
Feedback may be provided directly to:
599 Brealey Drive
Peterborough, ON K9J 7B1
Phone: (705) 749-5520 Ext. 1133
Fax: (705) 749-5522
Feedback will be used to improve customer service. In addition, the author of the feedback will be provided with a response in the format in which the feedback was received. The feedback may outline actions deemed appropriate, if any.
Integrated Accessibility Standard
As per the IASR 2011, Fleming College will maintain the Accessibility and Inclusion Policy #3-341, governing how it will achieve accessibility and uphold its commitment to meeting the accessibility needs of persons with disabilities in a timely manner. Specifically, the College will:
- Implement this policy in all aspects of its operations.
- Make this policy document publicly available, and in an accessible format upon request.
The College will establish a multi-year accessibility action plan outlining its strategy to prevent and remove barriers, and meet its requirements under the IASR. Specifically, the College will:
- Establish this plan in consultation with persons with disabilities or an advisory committee.
- Post this Accessibility Plan on its website and provide the plan in an accessible format upon request.
- Review and update its accessibility plan once every three to five years in consultation with persons with disabilities and the Accessibility Advisory Committee.
Each year, the College will prepare an annual status report on the steps taken to implement the accessibility plan, post this status report on its website, and provide it in an accessible format, upon request.
Also, Fleming College will:
- Incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is impracticable to do so.
- Incorporate accessibility features when designing, procuring or acquiring self-service kiosks.
- Provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code.
Training will be provided for those responsible for developing College policies, and for all others who provide goods, services or facilities on behalf of the College.
Accessible Information and Communication
As per the IASR 2011, Fleming College is committed to ensuring information and communications are accessible. Specifically, the College will:
- Make feedback processes accessible to people with disabilities by providing, or arranging to provide, accessible formats and communications supports, upon request.
- Notify the public about the availability of these accessible formats.
- Provide or arrange to provide, upon request, accessible formats and communication supports in a timely manner and at no additional cost to a person with a disability. The College will take into account the person’s accessibility needs when addressing the request.
- Provide public emergency procedures, plans, and public safety information in an accessible format or with appropriate communication supports as soon as practicable, upon request.
- Ensure that new web content conforms to the Web Content Accessibility Guidelines (WCAG) 2.0 at Level AA. Web content includes any information that resides on an extranet or intranet web site.
- Provide training materials and learning resources in accessible formats that take into account the needs of students with disabilities.
- Make student records and program information available in accessible formats, upon request, such as course requirements, descriptions, and availability.
- Provide accessibility awareness training related to accessible program or course delivery and instruction to faculty and instructors. The College will keep a record of the training provided, including the dates on which the training was provided, and the number of individuals to whom it was provided.
- Ensure that libraries within the College will provide accessible or conversion-ready materials within its collections for individuals with disabilities, upon request. These may include print materials, digital or multimedia resources, or specific materials for a person with a disability.
As per the IASR 2011, Fleming College is committed to ensuring its employment practices are accessible. Specifically, the College will:
- Notify all applicants that accommodations are available throughout the recruitment process and provide suitable accommodations upon request.
- Ensure that prospective employees requiring accommodation will be assessed against the essential duties of the job.
- Notify employees of the policies supporting employees with disabilities and provide information on these policies to new employees upon hire.
- Provide accessible formats and communications supports for job or workplace information upon request.
- Provide accessible workplace emergency response information to all employees and individualized emergency response plans for employees who self-identify as having a disability and who request such a plan, as soon as practicable.
- Provide information to persons designated to provide emergency assistance upon consent of the employee with the disability.
- Review individualized workplace emergency response information annually, or as required.
- Ensure there is a formal, documented return-to-work procedure.
- Ensure there are formal, written procedures for documented individual accommodation plans.
- Implement early and safe return-to-work strategies with care and commitment to support the employee’s well-being and ability to handle the essential responsibilities of the position.
- Include accessibility considerations in performance management, career development and advancement, and redeployment processes.
As per the IASR 2011, the College is committed to continually ensuring its transportation services and contracted services are accessible to both employees and students. In order to ensure that employees and students with disabilities can participate in any curricular or extra-curricular activity organized by the College, accessible transportation will be provided to upon request.
Fleming College is committed to incorporating barrier-free principles in the construction of new facilities and during the renovation of existing structures. The College will adhere to the principles of respect for dignity, individualized accommodation, integration and full participation as outlined under the Ontario Human Rights Code.
The College will incorporate barrier-free principles in all renovations to existing buildings taking into consideration the constraints of the existing structures. Where it is not possible to incorporate barrier-free design principles, comparable alternative accommodations will be arranged.
Use of Service Animal
Persons with disabilities who rely on the service of a guide dog or other service animal are welcome to bring such animals with them to the College in order to access the goods and services provided. The College shall ensure that people with disabilities who use a service animal or support person are permitted to bring that service animal or support person with them when accessing academic services and/or events at the College.
The only exception to this practice is where such animals are prohibited by law.
Service Animal A service animal is any animal trained to do work or perform tasks for the benefit of a person with a disability. Service animals include guide dogs and signal dogs. Examples of the kinds of tasks performed by service animals include guiding persons with vision impairments, alerting individuals with hearing impairments to sounds or intruders or dangers, pulling a wheelchair, retrieving dropped items etc. Service animals are not pets. Service animals may or may not wear specialized equipment such as a harness, backpack or special collar. The person provides documentation from a regulated health professional confirming that the person requires the animal for reasons relating to the disability.
or Therapy Animal An emotional support or therapy animal is one that provides its owner with companionship and emotional support. These animals are not service animals and do not have the same public access rights a service animal has.
Partner The person with a disability who uses a service animal to provide assistance with daily tasks.
Creating an Inclusive Environment for Individuals Who Use Service Animals
Students using service animals should have access to any space on campus that other students have access to. Employees using service animals should have access to any space on campus that other employees have access to. Members of the public/visitors using service animals should have access to any space on campus that other members of the public/visitors have access to.
Remember that service animals are working and as such should be left alone to do their work. This includes:
- maintain a respectful distance from the partner and the animal;
- do not touch the animal without asking permission from its partner;
- do not feed the animal;
Interact with the person using the service animal the way you would anyone else. Do not ignore or isolate them from activities and interactions that others are engaged in.
Care and Management of Service Animals
The partner is responsible for all management and care of the service animal, in accordance with the following:
- Service animals must be accompanied by their partners at all times. The exception to this is when the partner is in a location that prohibits animals. At such times, the animal must be crated nearby.
- Service animals must be under the control of its partner at all times and compliant with any commands made by them.
- The service animal must be on a harness or leash or crated at all times. If the service animal must be left alone, the partner must secure the animal in an appropriately-sized, well-ventilated crate.
- Any aggressive behaviour (e.g., barking, growling, biting) exhibited by a service animal will not be tolerated.
- The service animal should not engage in disruptive behaviours (e.g., grooming, interacting with others, interfering with the personal items of others) and should not block aisles, passageways or emergency exits.
- The service animal must be housetrained.
- The partner must ensure the service animal’s needs are met (food, water, grooming, exercise breaks) and is responsible for cleaning up waste left by the animal immediately.
Certain programs (e.g., Culinary, Nursing) may require additional procedures to meet the health and safety requirements for the operation of their learning spaces, such as labs and simulation spaces.
Conflicting/Competing Disability Accommodations
If a student has a medical condition that is impacted by the presence of a service animal, they should meet with a counsellor to discuss their accommodation needs. They will be required to provide their counsellor with documentation completed by their healthcare professional which describes their accommodation needs. The counsellor will facilitate an appropriate solution in consultation with the student’s Dean and the Human Rights Officer.
If an employee has a medical condition that is impacted by the presence of a service animal, they should meet with their supervisor to discuss their accommodation needs. They will be required to provide their supervisor with documentation completed by their healthcare professional which describes their accommodation needs. The supervisor will facilitate an appropriate solution in consultation with the Human Rights Officer.
Verifying Service Animals as Appropriate Accommodations
In some cases the person using a service animal will have a disability that makes it obvious that they need the service animal, for example a visually impaired person with a guide dog. In cases such as these, it may not be appropriate to ask the person to verify their need for a service animal.
In other cases the disability may be known but the person’s need for accommodation or the manner in which the service animal is meeting that need may not be apparent. In these cases, the individual should only be asked for information that is necessary to evaluate the disability-related need for the accommodation. For example, if the person has a clear mobility impairment and they want to have an assistance dog, it may be appropriate to ask for supporting documentation or demonstration of the disability related need for the animal. However, if your role at the College is not to determine disability accommodations, you should refer the person to a counsellor (for students) or their supervisor (for employees) or the Human Rights Officer (for campus visitors).
When the College requires written verification of disability status or disability related need, such documentation must be written by a qualified medical professional or other qualified third party who, in their professional capacity has knowledge about the person’s disability and the need for reasonable accommodation.
When requested, documentation for students or employees with a disability who use a service animal should include the following:
- name and credentials of professional or evaluator;
- description of the current relevant functional limitations;
- specific tasks the service animal will perform to meet the accommodation needs of the individual or assist with the functional limitations.
Use of Therapy or Emotional Support Animals
As mentioned in the definitions, emotional support animals do not have the same legislated public access rights that service animals have. However, that does not preclude the possibility that an emotional support animal may in some circumstances be an appropriate option for accommodation for a person with a disability.
If a student would like to request the accommodation of a therapy animal, they must discuss their accommodation needs with their counsellor and provide disability-related documentation from a qualified healthcare professional. If an employee would like to request the accommodation of a therapy animal, they must discuss their accommodation needs according to the College’s Return to Work and Medical/Disability Accommodation procedures available on the College Website for practices and protocols.
Dispute Resolution Process
In the event of a disagreement about an accommodation, service quality, or an animal exclusion, a student should confer with their counsellor. If the matter is not resolved, the student may consult with the Director of Counselling & Accessible Education Services. An employee with a similar disagreement should follow the dispute resolution protocols in the Return to Work and Medical / Disability Accommodation procedures or consult with the HR Consultant. For matters not resolved at that level, the employee may choose to pursue a complaint under the College’s Harassment and Discrimination complaint procedures available on the College website for policies and procedures.
A visitor with a disagreement should consult with the Human Rights and Inclusion Specialist. For matters not resolved at that level, the visitor may choose to pursue a complaint under the College’s Harassment and Discrimination complaint procedures available on the College website for policies and procedures.
Caption & E-text Policy
All media resources purchased and used in the College must be captioned or caption able and all text books used for instructional purposes must be available in an e-text format. All new instructional, informational, marketing and promotional audiovisual materials produced by the College will be produced with captions on the master tape to ensure all subsequent copies will be captioned. This will include all course materials posted on D2L (or other similar course management systems) for student use.
For the purposes of this policy, the term media includes VHS video, DVD, digitally streamed video files using web based applications and any other format that includes an audiovisual component.
Captioned media displays the audio content of a program as text onscreen and synchronized with the dialogue of the speaker and additional auditory information such as sound effects. This provides accessibility for individuals who are deaf, deafened or hard of hearing while also benefiting individuals with diverse learning abilities and whose primary language is not English (American Sign Language Interpreters and computerized note takers who provide support services to students registered with Accessibility Education Services cannot effectively translate or transcribe media). Media may be available with closed or open captioning.
Closed captioned media provides the option of having the captions appear on the screen through a decoder, which is built into the television.
Open captioned media does not require a decoder as the captioning is permanently part of the picture and cannot be turned off.
E-Text includes traditional print material (i.e. textbooks) produced in electronic file formats such as MS Word, HTML or Adobe PDF. This format can be adapted to the users’ needs such as Braille, large print or audio files with a variety of software and hardware.
All faculty members and staff will only show captioned media in the classroom and will only assign captioned media as a course requirement.
College representatives will purchase the open and/or closed captioned version of new instructional media and other audiovisual materials. If a particular product is not available with captioning, and the College requires that particular product, the purchaser will request the assistance of Library Services in obtaining written permission from the copyright owner to add captions to the video.
Please note that permission must be obtained prior to purchase, as a condition of purchase. In the event that permission is denied, a suitable captioned alternative will be sought. Faculty utilizing media from their own personal or departmental collections (original or commercial productions) are responsible for ensuring it is captioned. In the case of commercially produced videos, appropriate public performance rights and licenses must be available for viewing at the College either in the classroom or on D2L. For further information and assistance, contact the Colleges Copyright Technician at the Library Website.
In this regard the role of the Library Services will be:
- To maintain a library of captioned media resources that are available for faculty, staff and student use
- To maintain a record of all permissions for captioning and the digitization of copyrighted media resources
- To assist faculty by:
- identifying materials that are captioned prior to purchase;
- assisting with obtaining permission to caption;
- finding suitable, alternative media products that are captioned
- coordinating the process for captioning media resources for which permission to caption has been obtained
Purchasing will forward all purchase orders for media resources to Library Services for review to ensure that all resources acquired are captioned or caption able.
In regard to the showing of media, the campus IT department will:
- ensure that all classroom and presentation equipment is caption compatible and that the default on all TV’s etc. is set to provide open captioning.
- provide specific instructions on the existing instruction sheets for faculty so that it will be easier for them to show captioned media in their classroom.
- ensure that this information is incorporated into faculty training on AV equipment.
- seeking, in regard to manuals and course packs, approval from the copyright clearance vendor at least four months in advance in order to get permission to convert text to media.
The Medical Accommodation for the Medical Use of Medicinal Cannabis on Campus
The College affirms the rights of all persons, including those with disabilities, to have equal access to opportunities in employment, education, accommodation or business dealings with the College and will make efforts to provide reasonable accommodations to those who may request them, including for accommodations related to medical cannabis.
Cannabis: For the purpose of this document the definition of cannabis (marijuana) shall be the same as the definition found in the Controlled Drugs and Substances Act as amended from time to time.
Reasonable: Those accommodations which do not impose undue hardship on the College. Examples of undue hardship may include but are not limited to significant alteration to the fundamental nature of the learning outcomes and/or the academic standards of a program or course; significant alteration to a work process that would disadvantage other employees; substantial economic hardship to a College program or department that would affect its economic viability; significant adverse impact on learning opportunities for other students; the health and safety of other students or employees and/or safety hazards to other persons or property; or significant disruption of College operations. What is reasonable must be determined objectively on a case-by-case basis, based on all the circumstances of the case. Where there is more than one reasonable approach to accommodation, the College reserves the right to choose the approach that is best suited to its operational and academic requirements.
How to Request an Accommodation for Medical use of Cannabis
Students, Visitors, and Community Members
Students, visitors or community members requesting accommodations have a responsibility to communicate their needs in sufficient detail and sufficiently in advance of their actual need for accommodation to enable the College to give reasonable consideration to their request. Individuals requesting accommodation are also responsible for cooperating in the consultation process which will enable the College to conduct appropriate due diligence in responding to their request. This will involve the individual requesting accommodation providing appropriate documentation to support their request which demonstrates an approved medical need to possess and/or ingest cannabis. Typically, a licensed producer-issued client label in the individual’s name will suffice, although the College may request additional supporting documentation as necessary.
Students who are living in or visiting a Fleming College residence and are requesting accommodations to use medicinal cannabis in or on the property nearest the residence, and/or to store medicinal cannabis in their residence room, must make their request for accommodation to the appropriate Residence Manager:
Sutherland Campus, Peterborough
Frost Campus, Lindsay
705-324-9144 ext. 3329
Students, visitors, or community members who are requesting accommodations to use medicinal cannabis elsewhere on College property must make their request to:
Sutherland Campus, Peterborough
Frost Campus, Lindsay
Kim English (Manager, Health & Safety)
The Human Rights and Inclusion Specialist is also available for consultation and assistance in making requests for accommodation for medicinal cannabis:
or call the human resources main line ext. 1434
Students may also contact their Student Administrative Council (Sutherland) or Student Association (Frost) representative for support. Once the request has been received, the responding manager will meet with and consult with the individual requesting accommodation, review the request and request and review supporting documentation. The manager will consult with others as appropriate including Faculty or Academic Leadership, the Human Rights Officer and/or Campus Security to discuss potential accommodations and to arrange implementation. A decision will be communicated in writing with respect to the accommodation request.
Individuals who are not able to resolve their accommodation request directly through this process may choose to pursue a complaint under the College’s Harassment and Discrimination Prevention Policy complaint procedures.
Requests for accommodation related to medicinal cannabis for employees will be reviewed in accordance with the College’s Return to Work and Medical / Disability Accommodation Policy and the Return to Work / Medical Accommodation Procedure. Disputes arising will be addressed according to that procedure. Employees may contact their Union representative for support if they have one.
Safety and Other Considerations
In all cases medicinal cannabis accommodation requests will be considered with a view to evaluating whether and, if so, to what degree to which they affect the safe and effective working and learning environment at the College. This consideration will include but is not limited to:
- where the use of a prescription substance such as medicinal cannabis by the individual may result in an unsafe working or learning environment and/or where the individual may cause risk to themselves or others, or cause damage to College property
- the direct exposure of others to chemicals contained within the by-products of the combustion of medicinal cannabis such as second-hand smoke
- where an employee works in a role which requires that they exercise judgement or provide consistent customer service, and their capacity to do so will be impaired as a result of ingestion of medicinal cannabis
- where the use of or possession of medicinal cannabis is otherwise prohibited by program requirements including where the individual may be required to drive or operate hazardous or potentially hazardous equipment
The College may request that the individual provide additional medical information in order to ensure it is able to carry out appropriate due diligence with respect to these considerations.
Individuals who are found to have ingested cannabis without having previously received approval for a medical accommodation or who appear to be under the influence of cannabis prior to or while engaging in safety-sensitive work or learning activities may be removed from class or their workplace. Such consumption of cannabis which is not related to an approved medicinal cannabis accommodation may result in significant disciplinary action being taken against the individual
In accordance with the College’s Smoking and Tobacco Use Policy (#4-413), the smoking of cannabis cigarettes (“joints”) is prohibited within College-owned buildings and facilities and in Designated Smoking Areas. The College’s accommodation of cannabis in a combustible format will be limited to vaping in specific locations designated by the College, and only once explicit approval has been received by the individual requesting it.