Ensuring services to our clients with disabilities
International Credential Assessment Service of Canada (ICAS) is committed to excellence in serving our clients, including those with disabilities. Clients with disabilities will be given the same opportunity to access our services, in the same place and in a similar way as other clients.
We will ensure that communication and services for those clients with disabilities takes into account his/her disability. Appropriate training will be provided to all staff.
We are committed to providing fully accessible telephone service to our clients. We will offer to communicate not only by telephone but also by email or other alternative communication methods. Staff will be trained to communicate with clients over the telephone in clear and plain language and will speak clearly and slowly.
We are committed to serving people with disabilities, who use assistive devices to obtain or use our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities.
Service Animals and Support Persons
We are committed to welcoming clients with disabilities who may be accompanied by a service animal. We will also ensure that all staff are trained to interact appropriately with clients with disabilities who are accompanied by a service animal.
We welcome clients with disabilities who are accompanied by a 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/her support person while in our office.
Temporary Disruption Notices
ICAS will provide clients with notice in the event of a planned or unexpected disruption in the facility and/or services usually used by clients with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facility or services, if available. This notice will be placed at all entrances, service counter of our office and a notification will appear on our website and in our telephone message.
ICAS will provide training as a part of each employee’s orientation. Training will include organizational policies and practices relating to customer service standards and appropriate interaction and communication with clients with various types of disabilities, with clients who use an assistive device and with clients who require the assistance of a service animal or support person,
ICAS is committed to ensuring that all clients including those with disabilities receive excellent service. Comments on our services and how well those expectations are being met are welcome and appreciated.
Feedback regarding the way ICAS provides services to people with disabilities can be made by email, in writing, by telephone and/or in person. This information can be found on our website www.icascanada.ca.
Policy Modifications and Updating
ICAS is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy or other policies before considering the impact on people with disabilities.
This policy serves to ensure excellent service for clients with disabilities. If anyone has a question about this policy, or if the purpose of a policy is not understood, an explanation will be provided by the service user’s direct contact with ICAS.
This policy will be made available on the ICAS website www.icascanada.ca, will be posted in the ICAS reception area and will be available by email upon request.