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Compass is committed to excellence in serving all clients, including people with disabilities. Consistent with agency values, Compass believes that each person is a unique individual, deserving of our respect and being treating with dignity. We support practices that treat all people fairly and provide equitable access to our services that embrace the cultural diversities of our community and the individual perspectives of the people served.

Compass follows the definition of disability as outlined within the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (2005). In this Act, “disability” means, a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness. b) A condition of mental impairment or a developmental disability. c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language. d) A mental disorder. e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

This policy provides a guideline for the provision of Compass services to individuals with disabilities and is consistent with the Accessibility Standards for Customer Service Regulation 429/07 guidelines (2009) affiliated with the Accessibility for Ontarians with Disabilities Act (2005) (AODA).

Compass will make every reasonable effort to provide services that are accessible to persons with disabilities and that respect the dignity and independence of persons with disabilities. We will ensure that service provision is integrated, except when alternate measures are necessary, to enable persons with disabilities to obtain, use or benefit from Compass services. We will provide persons with disabilities with equal opportunity to obtain, use or benefit from Compass services.


We will make every effort to communicate with people with disabilities in ways that take into account their disability. Staff will ask the person with the disability or designate for his/her preferences or recommendations about particular communication strategies. Where possible, staff will adapt or accommodate our standard methods of communication. The person with a disability will not be charged an additional cost for adaptation of materials, such as translating a passage into Braille or reprinting a brochure with larger type. Assistive devices Compass will allow clients, employees, students or volunteers with disabilities to use personal assistive devices to use services from Compass. Staff training to support the use of assistive devices will be undertaken as needed and in consultation with the person with the disability.

Service animals

We will accommodate the use of service animals for persons with disabilities. We will consult directly with the person with the disability or designate regarding instructions for accommodating the service animal and will provide training for staff as needed.

Support Persons

Consistent with our family-centred approach to service, Compass welcome’s the inclusion of support persons in all aspects of service. Where appropriate and in situations in which there is access to confidential clinical information, staff may request that the support person complete an oath of confidentiality (such as the situation of a support person who assists a parent to participate in a Triple P group with other clients).

Persons with Mobility Disabilities

The physical structure of Compass is accessible at all sites at the exception of the site located in Little Current, Manitoulin Island. Compass has access to an office on the main floor of that building to accommodate the needs of clients presenting with mobility challenges. At the Chapleau site, clients would need assistance in accessing the site. Staff would need to ensure, that they open the front doors to allow clients who are wheelchair bound to access the platform that facilitates entry to the building. Notice of temporary disruption In the event of a planned or unexpected disruption to services or facilities for persons with disabilities, Compass will notify clients promptly.

Training for Staff

To promote a culture of accommodation and respect for disabilities, all employees, students, volunteers and Board of Directors will be provided training pertaining to the Accessibility Standards by means of participating in an on-line certification course. Training will include an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard. All new employees are required to provide a certification of completion for their personnel file. For employees who have received the training an annotation of their participation has been included in their personnel file.

Feedback Process

There are a number of mechanisms by which clients may provide feedback on the way Compass provides services to people with disabilities. At the time of the initial appointment for clinical service, clients are advised of their right to provide feedback or to voice a complaint and are informed of the process for feedback. The client rights and responsibilities form provides a written reference for clients.

Guidelines Ontario Human Rights Code Accessibility for Ontarians with Disabilities Act (2005) (AODA) Workplace Safety and Insurance Act, 1997 Accessibility Standards for Customer Service Regulation 429/07 guidelines (2009)

* Updated December 2014.

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