Customer Service and Care Policy Statement

Policy

​Realcare inc. is committed to providing accessible care and services to people with disabilities in a way that considers each person’s independence, dignity, integration and equal opportunity. Realcare Inc. will develop policies, practices and procedures, and training modules so as to ensure compliance with the Accessibility for Manitobans Act (AMA). Our Care providers and administrators are responsible for ensuring that communication and services are provided in a way that is accessible and takes into account the principles of AMA.

Realcare will establish and implement practices, procedures, and policies to identify, remove or prevent accessible barriers it is responsible for, so individuals disabled by barriers can benefit from its goods or services. If an existing barrier cannot reasonably be removed,  Realcare will seek to provide access to its goods and services in and alternative way.

 

 

Policy availability
Realcare Inc. will maintain its Accessibility Policy on our website. It will be available to the public and will be provided in an accessible format when requested.

 

 

Information and communications
When providing information to, or communicating with, a person with a disability, Realcare Inc. will provide, on request, the information and communication in an accessible format or with a communication support. Realcare Inc. will work in consultation with the person with the disability to provide the information in a timely manner that takes into account the person's disability.

​

Accessible service
Realcare Inc will strive to provide care and services in the client’s home and in hospital and care facilities that meet the client’s individual needs including but not limited to the use of assistive devices, support persons or service animals.

​

Support persons
We encourage any person with a disability to be accompanied by a support person at any point in the onboarding of their care plan as well as when they are receiving care or services from Realcare inc. No fee will be charged by Realcare Inc. to accommodate the presence of a support person.

 

Service animals

If a client is accompanied by a service animal we will ensure that the staff member providing services to that client is willing to work alongside said animal.

• We aim treat a service animal

  • as a working animal 

  • do not distract a service animal from its job by petting, feeding or playing with it, unless given permission by the person with the service animal to do so.

• If we have concerns, we may ask if the animal has been trained to help a person with a disability-related need. We may also ask about the type of assistance the animal offers. 

• We do not inquire about the disability or a person’s diagnosis or request that the animal demonstrate a task. 

• We expect the person who is handling the service animal to maintain control of the animal at all times, physically or through voice, signal or other means. 

•  If the service animal is showing signs of not being controlled (i.e., by barking, whining or wandering), we may provide a warning to the handler to control the animal. 

• If the service animal continues to misbehave, we may ask the handler to remove the animal from the premises.

•  If another law prohibits service animals (e.g., sterile laboratories, and food preparation areas), we explain why the animal cannot enter the space and discuss with the person another way of providing goods or services.

 

Communication

To meet communication needs, when appropriate during a care-needs assessment, regular or periodic communication with the client or during a care-visit we offer to communicate in different ways, such as writing things down, reading things out loud, and taking extra time to explain things.

 

Accessibility requests and feedback process
A form for accessibility requests or feedback is available on the Realcare website. Requests and feedback can also be communicated by phone at any time during office hours or after hours via our answering service.

Realcare will ensure accessible features of the built environment are available for use as intended. A  notice will be  provided if any  feature is temporarily unavailable. The notice will include the reason for the disruption, an estimated time of re-availability of the feature, and if any, alternative means for accessing our goods and services.

​

Training

Realcare Inc. will provide training to employees on accessibility requirements under The Accessibility for Manitobans Act and the Accessible Customer Service Standard and the Accessible Employment Standard.