Member Service Policy

Providing Services to People with Disabilities


Purpose

In keeping with our values of Integrity and Compassion Kindred is committed to providing its services in a way that respects the dignity and independence of people with disabilities.

Scope

This policy covers all staff that deal in any way with external parties (this includes; members, clients, vendors, suppliers, consultants and any other third parties).

Policy

Kindred strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities. Kindred is also committed to ensuring that members with disabilities receive accessible services with the same quality and timeliness as others do.

This policy is intended to meet our requirements under the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Support Persons

  1. Persons with a disability may enter any area of any Kindred location, which is open to other members, accompanied by a support person and may have access to that support person at all times.
  2. Kindred may require a person with disability to be accompanied by a support person, in situations where it is necessary to protect the health and safety of the person with a disability, or health and safety of others on the Kindred premises.
  3. Consent (verbal and/or written) from the person with a disability is required when communicating confidential information to the person with a disability, in the presence of a support person.

Disruption of Services

  1. Kindred will provide members with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

  2. The notice will be placed at all entrances, service counters and on our website.

Assistive Devices

  1. We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by members with disabilities while accessing our services.

Feedback Process

  1. The ultimate goal of this policy is to meet and surpass member expectations while serving members with disabilities. Comments on our services regarding how well expectations are being met are welcome and appreciated.
  2. Feedback regarding the way Kindred provides services to people with disabilities can be made by filling out a feedback form on www.kindredcu.com or calling our Head Office (519) 746-1010 and asking to be connected to any member of the Human Resources department.

Communication

  1. Kindred will communicate with persons with disabilities in ways that take into account their disability. This means staff will communicate in a means that enables persons with disabilities to communicate effectively for purposes of accessing Kindred services.
  2. Kindred will train staff who communicate with members on how to interact and communicate with persons with various types of disabilities.

Service Animals

  1. Persons with a disability may enter any area of a Kindred location, which is open to other members, accompanied by a service animal and keep the animal with them. While on the Kindred premises it is the responsibility of the person with the service animal to control the animal at all times.
  2. In the event that a Kindred staff or member is allergic to animals, alternative arrangements will be negotiated.

Training

  1. Kindred will provide training to all new and existing staff.  Training will be provided to new staff members as a part of their corporate orientation and will be completed within the first month of their start date.
  2. Training will include the following:
    1. The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
    2. How to interact and communicate with people with various types of disabilities
    3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    4. What to do if a person with a disability is having difficulty in accessing Kindred’s services
    5. Kindred’s policies, practices and procedures relating to the customer service standard
 
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