Advent HealthCare-Valleyview Residence
Accessible Customer Service Plan

Valleyview Residence is committed to excellence in serving all customers and other individuals associated with Valleyview Residence, including people with disabilities.

Assistive devices

  • We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
  • Wheelchair/Walker Access: Valleyview Residence is completely wheelchair/walker accessible.


  • We communicate with individuals with disabilities in ways that take into account their disability.

For the Hearing Impaired we:

  • Speak directly to the individual so they can read our lips if they are able.
  • Offer pen and paper for written communication if they are unable to read lips.

For the Visually Impaired we:

  • Offer to read out loud to individuals.
  • Post policies printed in large, plain format.
  • Post on our website in simple formatting which is easy to read.

For Deaf blind:

  • We communicate with an accompanied intervener or support person.

For People with Speech or Language Impairments:

  • We speak slowly and clearly, communicate by pen and paper, or their choice of communication method.
  • We are patient while allowing the individual to finish their sentences. When possible we ask questions that can be answered with a "yes", or "no".

For People who have Learning Disabilities:

  • We speak slowly and are patient when communicating with someone with a learning disability.
  • We take into account the customer's disability when communicating with them.

For Customers who have Intellectual/Development Disabilities:

  • We do not make assumptions about what they can and cannot do. We use plain language when communicating with them and provide information one piece at a time.

For those who have Mental Health Disabilities:

  • We demonstrate the same respect and consideration we show everyone else. When communicating, we are confident, calm and reassuring, and if in a crisis situation ask the individual to tell us the best way we can help.
  • For any disabled persons attempting to access our services, we individualize accommodation as required. As technology continues to change and improve, we will provide the best solution available at that time

Service Animals:

  • We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
  • We are aware that a service animal is not a pet and will refrain from touching or addressing the animal.
  • If we are unaware as to whether or not the animal is a pet or a service animal, we request the individual to provide documentation from a regulated health professional. The documentation must confirm that the
    person needs the service animal for reasons relating to their disability.

Support Persons:

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises and at our program sites. Fees will not be charged for support persons for admission to Valleyview Residence programs unless there is cost related to aspects of the program the support person may partake in such as food services. We will notify customers of this through a notice posted on our premises and in promotional materials regarding the event which will be distributed prior to admission and attendance to the program.

In certain cases, Valleyview Residence might require a person with a disability to be accompanied by a support person for health or safety reasons
Valleyview Residence will:
• consult with the person with a disability to understand their needs.
• consider health or safety reasons based on available evidence.
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

Notice of temporary disruption to accessibility:

  • Should a temporary disruption occur for disability access to a service we will post a notice in our ground floor lobby area, in the immediate proximity of the service including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. In addition, appropriate staff will also be informed of the disruption so that they can communicate this to individuals who could be affected.

Training for staff:

  • Valleyview Residence will provide training to all employees and volunteers who interact with customers or with the general public.
  • New employees who interact with customers will be trained during orientation, and it will be included in their orientation reference materials.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standards plan.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • What to do with a person with a disability who is having a difficulty in accessing Valleyview Residence's services.

Feedback Process:

We strive to improve accessibility for our customers with disabilities. We would like to hear your comments, questions and suggestions about the provision of our goods or services to people with disabilities. Please contact the Administrator: Mike Savatovich, in person, by phone, at (416)398-0555 Ext . 1103 or by email to share your comments or request a copy of our accessibility policy or feedback process. We would also be pleased to provide copies of these policies, if requested, in alternative formats. Should you request it and/or if your feedback requires follow up, our Administrator will be in contact with you within 10 business days of receiving your feedback form.

This Accessible Customer Service Plan is meant to promote and respect the dignity and independence of people with disabilities.




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