CI-P1 - Accessible Customer Service Procedure

Prairie Spirit School Division (PSSD) is committed to creating and maintaining an accessible, inclusive and non-discriminatory workplace and learning environment for all members of the PSSD community. An inclusive environment values diversity and difference and is based on mutual respect, dignity for all, independence, integration, and equal opportunity to work and learn at PSSD. 

For the purpose of this procedure, customers refer to staff, students and community members.

PSSD strives for excellence in serving all students and staff including persons disabled by barriers. Whether a person’s disability is apparent or not, all individuals shall be treated with courtesy and have their need for accommodation respected. 

The purpose of this procedure is to: 

1. Establish PSSD’s commitment to an accessible and inclusive learning and working environment.  As well as to outline and define PSSD’s responsibility to provide a barrier-free environment for all staff, students and community members to the greatest extent possible. 

2. To provide adequate information and awareness to foster a supportive and inclusive teaching, learning and working environment. 

3. To ensure that PSSD meets all legal obligations and complies with The Manitoba Human Rights Code and The Accessibility for Manitobans Act and all accessibility standards. 

PSSD shall provide reasonable accommodation to meet the needs of its staff, students, parents and community members with disabilities in a timely and proactive manner providing the accommodation does not: 

• Create undue hardship; 

• Alter the essential requirements of a program or course;

• Threaten the integrity of contracts of employment by significantly altering essential job requirements or responsibilities;

• Position PSSD in violation of any legislative requirement. 

PSSD will ensure that a fee relating to accommodating a person who is disabled by a barrier is imposed only if PSSD cannot reasonably accommodate the person and/or if it results in an undue hardship to PSSD. 

Any policies or procedures of PSSD that do not respect and promote the principles of dignity, independence, integration and equal opportunity for persons disabled by barriers will be modified or removed. 

PSSD will establish, implement, and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers at PSSD. This document will be updated every two years.

Scope 

This procedure applies to: 

• All staff including full-time, part-time, casual, and contract; 

• All students including full-time and part-time; 

• Board members; 

• Volunteers, visitors and all other persons who provide goods, services or facilities on behalf of PSSD. 

Service Standards 

PSSD makes every reasonable effort to ensure that its policies and procedures are consistent with the principles of mutual respect, dignity, independence, integration and equal opportunity by: 

• Ensuring that all staff, students, parents and community members receive the same value and quality of service; 

• Using alternative methods when possible to ensure that staff, students, parents and community members with disabilities have access to the same services, in the same place, and in a similar manner; 

• Taking into account individual needs when providing services; and

• Communicating in a manner that takes into account the staff, students, parents and community member’s disability. 

Barrier-Free Access 

PSSD’s Accessibility Plan outlines future efforts and strategies related to barrier-free access that PSSD is committed to, including expected outcomes. 

Notice of Temporary Disruption of Services 

In the event of a planned or unexpected disruption of services, PSSD will provide notice about the disruption, the reason for the disruption, its anticipated length (if known) and a description of alternative facilities or services, if available. Notices may be displayed on PSSD premises or the website or by other means that are reasonable in the circumstances. 

PSSD may not be able to provide advance notice during an emergency disruption. 

Communications 

PSSD is committed to communication with persons disabled by barriers in a timely manner that takes into account the person’s disability and makes reasonable efforts to have the person with the disability understand both the content and intent of its communications. All PSSD staff, students, and Board members are expected to be mindful of the way in which they communicate and use respectful terms. 

PSSD will make the availability of accessible formats and communication supports publicly known, and will take into account the person’s accessibility needs when customizing individual requests.

PSSD will provide or arrange for the provision of accessible format and communication supports for persons disabled by barriers upon request unless the product is deemed unconvertible. In this case, the person shall be provided with an explanation as to why the information or communication was unconvertible and a summary of the unconvertible information or communications. 

Assistive Devices 

PSSD is committed to serving persons disabled by barriers who use assistive devices. Persons disabled by barriers may use their own assistive devices as required when accessing services provided at PSSD. PSSD may in some circumstances have available assistive devices that the staff, students and parents can use while on PSSD premises. 

In cases where the assistive device presents a safety, privacy or confidentiality concern and where accessibility is an issue, other reasonable measures will be used to ensure access to the service required at PSSD.  In these cases, the Student Services Administrator, HR Manager and IT Director, as appropriate, will support the individual.

Support Persons

PSSD welcomes persons disabled by barriers and their accompanying support person. 

Given the nature of the information that may be discussed in the presence of a support person, PSSD may require that the person disabled by barriers give his or her consent to PSSD to discuss confidential information in the presence of the support person. If the person disabled by barriers has concerns about discussing confidential information in the presence of the support person, they may ask the support person to leave during any discussion. 

Service Animals 

Persons disabled by barriers may bring their service animal on PSSD premises and buildings. 

Refer to Animals in Schools (IM-P1) Procedure.

In the event that a service animal’s access is not permitted, PSSD will make all reasonable efforts to accommodate the individual and will suggest other alternatives and provide assistance.

Feedback 

PSSD welcomes feedback on how we provide accessible service to all staff, students, parents and community members by completing the Accessibility Requests and Feedback form available on the Prairie Spirit School Division website (https://www.prairiespirit.mb.ca/). This feedback will help PSSD identify barriers and respond to concerns. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve PSSD services. 

PSSD will ensure that our feedback process is accessible to persons disabled by barriers by providing accessible format and communication supports, on request. 

PSSD documents the actions it takes in response to feedback received and ensures that documentation is available upon request in a manner suitable for persons disabled by barriers. 

Training 

PSSD is committed to providing mandatory accessible customer training to:

• Staff

• Board members; and 

• Volunteers; 

Training provided to staff includes instruction on what to do if a person disabled by a particular barrier is having difficulty accessing services. Training is provided upon hire through the onboarding process and when related procedures are updated. 

Accessible customer service training includes: 

• Reviewing the key requirements of the Human Rights Code (Manitoba), The Accessibility for Manitobans Act and the Customer Service Standard Regulation, and other standards as they become law. 

• An overview of PSSD’s policy on Accessibility. 

• Instruction on the meaning of accommodation and the importance of an inclusive workplace and learning environment. 

• An overview of how to interact and communicate with persons disabled by barriers. 

• Demonstrations on how to use any equipment or assistive devices available at PSSD to assist persons disabled by barriers if necessary. 

• Instruction on how to interact with persons disabled by barriers who use an assistive device or require the assistance of a service animal or support person. 

Public Events 

PSSD will take reasonable measures when public events are held to ensure that: 

• Notice of the event will be provided in a way that is accessible. 

• PSSD shall evaluate the school space prior to engaging and will attempt to secure a location that has accessible parking, entrance ways, doors, and washrooms. 

• Persons disabled by barriers can request reasonable accommodations. Upon request, physical and communication needs will be provided to the greatest extent possible. 

Documentation 

PSSD will document all policies and procedures related to accessible customer service and will make reasonable efforts to provide these documents upon request. 

PSSD website includes PSSD’s Accessibility Plan.   All accessibility procedures are included in the Policy and Procedural manual.

Confidentiality 

PSSD is committed to protecting the privacy of staff, students, Board members, and volunteers. At the same time, PSSD requires sufficient information to reasonably evaluate and respond to a request for accommodation. Staff, students, Board members and volunteers are encouraged to provide information concerning their needs and accommodations. 

All personal information disclosed to PSSD shall be governed by privacy legislation and PSSD’s Privacy and Access to Information procedure. 

Administration 

The Superintendent and HR Manager are responsible for ensuring this procedure is adhered to. 

Review: This procedure will be reviewed by the Accessibility Working Committee every five years. This procedure shall remain in effect until amended or revoked regardless of the five-year review. 

References: 

Legislation: 

• 1. The Manitoba Human Rights Code 

  2. The Accessibility for Manitobans Act Customer Service Standard Regulation 

  3. The Freedom of Information and Protection of Privacy Act and Regulations 

  4. The Personal Health Information Act and Regulations 

PSSD Documents: 

• Policy 13. Safe and Respectful Schools

• GCG-P1: Professional Staff Hiring

• GED-P1: Support Staff Hiring

• IFD-P1 - Appropriate Educational Programming 

• IJC-P1: Respect for Human Diversity

• IM-P1: Animals in the Schools

• PSSD Accessibility Plan 

Definitions: 

Accommodation: This is the process of removing unreasonable burdens or barriers based on a physical and/or mental health disability that limits individual’s access to opportunities and benefits available. This includes modifying duties. Examples may include adjusting duties and tasks, hours of work, rules, standards, policies, and environments to ensure that it does not negatively impact an individual based on their disability. Accommodations may be temporary or permanent in nature. 

Assistive Device: Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Examples of personal assistive devices may include a wheelchair, walker, hearing technology, or a personal oxygen tank. Barrier: For a person who has a physical, mental, intellectual or sensory disability, a barrier is anything that interacts with that disability in a way that may hinder the person’s full and effective participation in society on an equal basis. 

Reasonable Accommodation: An accommodation is reasonable when there is an adequate process used to decide on the type, degree and possibility of accommodation, and the effort and actions taken by the responsible party are sufficient. 

Service Animal: A service animal as defined in the Manitoba Human Rights Code is an animal that has been trained to provide assistance to a person disabled by barriers that relates to that person’s disability. 

Undue Hardship: Undue hardship is defined as more than minimal hardship and must be based on actual evidence of hardship and not merely assumptions or prejudices. Various factors are considered when assessing undue hardship including financial implications, health and safety risks, legitimate operational requirements, disruption to a collective agreement, and the potential of the accommodation to negatively impact workplace morale. In addition, the Manitoba Human Rights Commission considers the nature, size and scope of a business or organization directly to what is reasonable accommodation in the circumstances.

Date: December 2025