AODA Multi-Year Accessibility Plan

1. Message from the CEO

I am pleased to celebrate our organization’s commitment to accessibility with IBC’s Multi-Year Accessibility Plan.

IBC is committed to treating all people in a way that allows them to maintain their dignity and independence. Our staff understand the importance of reasonable accommodation and equal opportunity, and the role these factors play in a fair workplace and a fair society. We are committed to meeting the needs of people with disabilities or other physical or mental conditions, and we will continue to prevent and remove barriers to accessibility while fulfilling the requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

From communicating with consumers in a text size and colour that allows them to access the important information on our website to ensuring that every IBC employee is offered accessible career development opportunities, IBC’s sights are firmly fixed on this Multi-Year Accessibility Plan and reviewing this plan every 5 years.

I am grateful for the contributions of IBC employees who have worked to ensure this plan meets or exceeds all AODA expectations and who will listen and learn to gain greater understanding of how our employees, member organizations and consumers interact with IBC. I challenge all IBC staff to use the AODA framework within our daily work and to consistently use an accessibility lens when working with our colleagues, our member organizations and the consumers that rely upon IBC’s industry leadership.

I look forward to improving accessibility at IBC, and I am eager for the experience in the coming years that will shape IBC's future accessibility goals.

Sincerely,

Celyeste Power
President and CEO
Insurance Bureau of Canada

2. Introduction

Insurance Bureau of Canada (IBC) is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

The plan is reviewed and updated at least once every 5 years.

3. About IBC

IBC is the national industry association representing the vast majority of Canada's home, car and business insurance companies. We rely on the collective expertise of our members and leadership team to create policy positions, advocate for a competitive and sustainable market and influence meaningful change in the insurance industry.

4. IBC Statement of Commitment

IBC is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in reasonable accommodation and equal opportunity. We are committed to meeting the needs of people with disabilities, physical or mental condition that limits a person’s movements, senses, or activities, in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

IBC is committed to continue developing, implementing and maintaining policies governing how it will achieve accessibility through meeting the requirements under AODA and its associated regulations, the Customer Service Accessibility Standard and the Integrated Accessibility Standard ("IASR"). To facilitate that commitment, IBC will establish, maintain and document a multi-year accessibility plan that will be reviewed and updated every 5 years to identify progress made in addressing barriers. The plan is posted on the IBC website.

5. Accessibility Plan

5.1 Customer Service Accessibility Standard

IBC is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.

IBC uses reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

Services are provided in a manner that respects the dignity and independence of persons with disabilities.
The provision of services to persons with disabilities, and others, is integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis.
Persons with disabilities may use assistive devices and/or support persons in the access of goods or services.
Persons with disabilities and their service animals are accommodated in all aspects of service provision unless the animal is otherwise excluded by law.
IBC employees, when communicating with a person with a disability, will do so in a manner that takes into account the person's disability.

The following measures have been implemented by IBC:

Notice of Temporary Disruption: We notify consumers if there is a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice is posted on our website. The notice includes the following information: the service that is unavailable; the reason for the disruption; the anticipated duration of the disruption; and alternative services, if available.
Training and Record Keeping: We ensure that all personnel, and all those who are involved in the development of the IBC’s policies, practices and procedures, are trained. The training is provided as soon as possible after hiring or engagement, on commencement of new or additional duties that require training, and on an ongoing basis when changes are made to the applicable policy, practices or procedures. Completion of Training is tracked
Feedback Process: We welcome feedback from the public regarding this policy and its implementation. Feedback regarding the way the IBC provides services to people with disabilities can be made verbally, bye email or in writing
All feedback will be directed to IBC’s HR representative (currently Medina Kadija) by email and phone.
All feedback collected from clients, staff or the general public is reviewed and analyzed to identify potential gaps in customer services, and to ensure appropriate actions are taken.

5.2 Accessibility and Emergency Information

New employees are informed during the orientation process of IBC’s emergency procedures and are required to inform Human Resources on a confidential basis of any disability to allow us to prepare in case of an emergency. Employees and contractors with disabilities while employed will be provided with special instructions in case of emergency and evacuation. The workplace emergency response information will be written and included in the employee’s individual accommodation plan.

5.3 Training

IBC will provide training to all employees and contractors interacting with the public, on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, contractors and other staff members. The training will describe the action our organization will take to prevent and remove barriers.

IBC will take the following steps to ensure employees are provided with the required training:

New employees and contractors will receive individual training during the orientation session offered to new employees.
AODA training modules will be available on IBC Central for employees to review at their own convenience.

5.4 Information and Communication

IBC is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs. We want to achieve the most effective and efficient access to information for all users.

IBC has taken the following steps to make all new websites and content on those sites conform to Web Content Accessibility Guidelines (WCAG) 2.0, Level A. (As of January 1, 2015).

Text Sizing and Colour - IBC commits to ensuring that text size – at standard view – is legible (size 11 font or greater) and has a colour contrast ratio of 4.5:1 for standard text or 3:1 for large-sized text (over size 18 font or size 14 font if bolded).

IBC has taken the following steps to make all websites under its control and their content conforms to WCAG 2.0, Level AA.

IBC has commenced evaluating key websites accessible to the public against WCAG 2.0. In developing new Internet websites and refreshing existing Internet websites IBC takes into account the applicable WCAG requirements.

IBC has taken the following steps and ensured all publicly available information has been made accessible upon request since January 1, 2016.

IBC will provide alternative formats or communication supports for persons with disabilities upon request.
Alternative formats or communication supports will be provided in a timely manner and, if reasonable, at the same cost charged to other persons.
IBC will consult with the person making the request to determine the suitability of an accessible format or communication support.

Communication and Information Technology will help identify information formats and delivery methods IBC currently uses, and develop consistent processes for providing or arranging for suitable alternative formats or communication supports.

5.5 Employment Standards

IBC is committed to fair and accessible employment practices. IBC will take the following steps to notify the public and staff that, when requested, IBC will accommodate people with disabilities during the recruitment and assessment process.

Job posting

The following statement will to be added to all new job postings to inform prospective applicants that accommodations are available to support applicants with disabilities during the interview and assessment process. “Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please contact Human Resources Department at HRInfo@ibc.ca. IBC will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.

Interview and assessment

The applicants will be notified individually by telephone or email when invited to participate in an interview or assessment. The caller or emailer will indicate that accommodations are available upon request in relation to the materials or processes to be used.
If the applicant requests an accommodation, the recruiter shall consult with the applicant and arrange for the provision of a suitable and reasonable accommodation in a manner that takes into account the applicant’s accessibility needs.

Notifying the successful applicants

The offer of employment will refer to the accommodation process IBC has in place and provide reasonable accommodations for employees with disabilities. A contact name will be included in the letter to prepare for the appropriate arrangements prior to the beginning of employment.

5.6 Accommodation Plan for People with Disabilities

IBC is committed to providing reasonable accommodations for people with disabilities. IBC will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees who have been absent due to a disability.

Individual accommodation

When an employee with a disability requests an accommodation, the following process will be followed:
1. Recognize the need for accommodation
2. Gather relevant information and assess needs
3. Write a formal, individual accommodation plan
4. Implement, monitor and review the accommodation plan.

5.7 Return-to-Work Process

At IBC, we are committed to supporting employees who have been absent from work due to a non-work-related or work-related disability and who require an accommodation in order to return to work. Therefore, Human Resources have put in place the following return-to-work process to facilitate an employee’s safe and timely return to work:

Initiate the return-to-work process
Make and maintain contact with the employee on leave
Develop a return-to-work plan
Monitor and evaluate the return-to-work process.

IBC will create an information package about the return-to-work program. The package will include:

The role of the Employee
The role of the Manager
The role of the Return-to-Work Coordinator
The role of the Health Care Provider.

5.8 Performance Management, Career Development and Redeployment

IBC will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account if using performance management, career development and redeployment processes.

Performance Management

The manager will take into account and consider individual accommodation plans or accessibility needs when managing employee performance, including consideration of:

Location of the interview
Format of the skills assessment tests
Room set-up
Interview timeline
Support person if necessary.

Career Development

Individual accommodation plans or accessibility needs will be considered to provide accessible professional development. At IBC, professional development is part of the performance management review.

Redeployment

IBC will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans when reassigning employees within the company as the result of the elimination of a particular job or department.

Feedback

IBC welcomes and appreciate feedback regarding this policy and its implementation. Feedback may be provided by contacting the HR Department at HRInfo@ibc.ca.

IBC will make reasonable efforts to respond to feedback and/or to respond and resolve complaints in a manner that is accessible to the complainant.

Contact Details

For more information on this accessibility plan, please contact:

Medina Kadija
Phone: 647-549-8716
Email: mkadija@ibc.ca

Accessible formats of this document are available from IBC free of charge upon request.