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Board Representatives

 Gordon Orr, President

Gordon Orr, Hons B.A. was born and raised in Windsor.  He obtained his Honours Bachelor of Arts degree in Communication Studies from the University of Windsor. Gordon is currently the Chief Executive Officer of Tourism Windsor Essex Pelee Island.  Over the years Gordon has been involved with many boards, charitable organizations and fundraising events including Alzheimer’s Society of Windsor Essex, Arts Council Windsor & Region, Windsor Regional Chamber of Commerce After Business Committee, Windsor International Film Festival and 2009 Special Olympic Summer Games and Past President of the Rotary Club of Windsor-Roseland. In 2008 he was awarded a 10 Year Volunteer Service Award by the Ontario Ministry of Citizenship & Immigration.  A self declared movie watcher, he has also spent 17 years as a Movie Reviewer for AM800 CKLW.  Gordon has been a supporter of Maryvale since 2005 having served on both the Board of Directors and the Public Relations and Fundraising Committee.

Gordon Orrprésidente

Gordon Orr, bacc. spécialisé, est né à Windsor où il a grandi. Il a obtenu son diplôme du Département de communication, baccalauréat ès arts, de l’Université de Windsor. Gordon est présentement président-directeur général de Tourism Windsor Essex Pelee Island. Au cours des années, Gordon a collaboré à plusieurs conseils, oeuvres de charité et campagnes de financement incluant : Alzheimer’s Society of Windsor Essex, Arts Council Windsor & Region, Windsor Regional Chamber of Commerce After Business Committee, Windsor International Film Festival et 2009 Special Olympic Summer Games. Il est président sortant du « Club Rotary » de Windsor-Roseland. En 2008, il a reçu une Distinction du ministère des Affaires civiques et de l’Immigration de l’Ontario pour souligner des dix années d’activités et de services bénévoles. Un mordu autoproclamé du cinéma, il a été, pendant 17 ans, critique de films à AM800 CKLW. Gordon contribue à Maryvale depuis 2005; il a siégé au conseil d’administration ainsi qu'au comité des relations publiques et du financement.



Alison Keys, Secretary Treasurer

Alison Keys, CPA, CA was born and raised in Windsor, Ontario.  She graduated from the University of Windsor with an Honours Bachelor of Commerce degree and obtained her Chartered Accountant designation in 2000. Alison is currently the Director, Corporate Accounting & Control at Green Shield Canada.  She joined the Maryvale Board of Directors in 2014 and is a member of the Finance and Human Resources Committee.

Alison Keyssecrétaire, trésorier, directrice

Alison Keys, CPA, CA est né et a grandi à Windsor, en Ontario. Elle est diplômée de l'Université de Windsor avec un baccalauréat en commerce et a obtenu son titre de comptable agréé en 2000. Alison est actuellement le directeur, Comptabilité corporative et contrôle chez Green Shield Canada. Elle a rejoint le Conseil d'administration Maryvale en 2014 et est membre du Comité des finances et des ressources humaines.

Dr. Robert C.T. Clark, C. Psych, Director

Dr. Clark is a registered psychologist in the province of Ontario, with a practice in clinical and school psychology. He earned his Ph.D. from the University of Windsor in 2011, after having completed a residency at BC Children’s Hospital in Vancouver. Dr. Clark has extensive experience in the treatment and assessment of child and adolescent mental health conditions. Following the completion of his training, he served as the Mental Health Lead for the Windsor-Essex Catholic District School Board, and later as a staff psychologist at the University of Windsor’s Student Counselling Centre. He is currently in private practice at Paragon Psychological Services. Dr. Clark’s volunteer experience includes a term as a board member for the Windsor-Essex County Distress Centre. 

Dr. Robert C.T. Clark, C. Psychdirecteur

Le Dr Clark est un psychologue agréé de la province de l'Ontario. Il pratique la psychologie clinique et scolaire. Il a obtenu son doctorat de l'Université de Windsor en 2011, après avoir terminé une résidence au BC Children's Hospital de Vancouver. Le Dr Clark possède une vaste expérience du traitement et de l'évaluation des problèmes de santé mentale chez les enfants et les adolescents. Après avoir terminé sa formation, il a occupé le poste de responsable de la santé mentale au conseil scolaire du district catholique de Windsor-Essex, et plus tard, en tant que psychologue du personnel au Student Counselling Centre de l'Université de Windsor. Il est actuellement en pratique privée chez Paragon Psychological Services. L'expérience de bénévolat du Dr Clark comprend un mandat à titre de membre du conseil d'administration du Centre de détresse du comté de Windsor-Essex.

Carl Cohen, Director

Carl Cohen, B. Comm, LL.B., was born and raised in Windsor and currently practices with Miller Canfield Paddock and Stone, LLP.  Carl is a graduate of McGill University and obtained his LL.B degree from Osgoode Hall Law School. He is also involved in a family business in Windsor, Merchants Paper Company Windsor Limited, where he served as President of the Company and is now Chair of the Board of Directors.  He has been President of B'nai Brith Windsor Lodge, Congregation Beth El of Windsor, Jewish National fund of Windsor. He is an active member at the Rotary Club of Windsor 1918, and past chair of their Membership and Children's Assistance Committees.  He received an honourary LL.D. degree from Assumption University in 2008. He is the recipient of the Negev Award from the Jewish National Fund and received a Queens Counsel (Q.C.) appointment in 1979.

Carl Cohen, directeur

Carl Cohen, B. Comm, LL.B., est né à Windsor où il grandi. Il travaille présentement au cabinet MilCanfield Paddock and Stone, LLP. Carl est diplômé de l'Université McGill et a obtenu son diplôme en LL.B. d’Osgoode Hall Law School. Il est aussi engagé dans une entreprise familiale, Merchants Paper Company Windsor Limited, au sein de laquelle il a été président; il est présentement président du conseil d’administration. Il a été président de B'nai Brith Windsor Lodge, Congregation Beth El of Windsor, Jewish National Fund de Windsor. Il est membre actif du « Club Rotary » de Windsor 1918 et ancien président de leurs Membership and Children's Assistance Committees. Il a reçu un diplôme LL.D. honorifique de l’Assumption University en 2008. On lui a décerné la Negev Award du Jewish National Fund et il a reçu une nomination au Queens Counsel (Q.C.) en 1979.



Nancy Gignac, Director

Nancy Gignac, B.A., M.Ed., worked as an elementary school teacher and administrator with the Greater Essex County District School Board. She also served as the Supervising Principal of Special Education. Nancy has been a sessional instructor with the Faculty of Education at the University of Windsor, Queen’s University and St. Clair College. She has served on the Board of Directors for the Windsor-Essex Children's Aid Society and  Maryvale Adolescent and Family Services as both Board member and President; the Family Mental Health and Addictions Committee at Windsor Regional Hospital; and is on the Board of Directors for the Human Rights Legal Support Centre in Toronto. She is a strong advocate for children and youth.

Nancy Gignac, directrice

Nancy Gignac, B.A., M.Ed., a enseigné au niveau élémentaire et a été administratrice du Greater Essex County District School Board. Elle a aussi agi en tant que directrice surveillante en éducation spécialisée. Nancy a été chargée de cours à temps partiel à la faculté d’éducation de l’Université de Windsor, à l’Université Queen’s et au St.-Clair College. Elle a siégé au conseil d’administration de la société d’aide à l’enfance de Windsor et au Maryvale Adolescent and Family Services en tant que membre du conseil et présidente; au Family Mental Health and Addictions Committee au Windsor Regional Hospital et au Family Mental Health and Addictions Committee au Windsor Regional Hospital. Elle siège au conseil d’administration de Human Rights Legal Support Centre à Toronto. Elle défend fermement les intérêts des enfants et des jeunes.

Maureen Greff, Director

Maureen Greff, FCPA, FCA was born in Vancouver and moved to Windsor, her father’s hometown as a young girl. She obtained her Honors Business Administration – Bachelor of Commerce, Accounting from the University of Windsor. Maureen attained her CPA designation in 1975 and was elected with the prestigious designation of FCPA in 2013. She has been the Chief Operating Officer for Kamsel Leasing Inc. for the past 20 years and has been the president of Bio Science Laboratory (Ontario) Limited for 45 years. Her extensive volunteer experience includes Board positions for the St. Peter’s Seminary Foundation and the Good Shepherd Catholic Women’s League.


Maureen Greff, Directrice

Maureen Greff, FCPA, FCA est née à Vancouver et déménagé à Windsor, la ville natale de son père en tant que jeune fille. Elle a obtenu son Honours Business Administration - Baccalauréat en commerce, comptabilité de l'Université de Windsor. Maureen a obtenu sa désignation CPA en 1975 et a été élue avec la désignation prestigieuse de FCPA en 2013. Depuis 20 ans, elle a été chef de l'exploitation de Kamsel Leasing Inc. et a été présidente de Bio Science Laboratory (Ontario) Limited pour 45 ans. Sa vaste expérience bénévole comprend les postes du conseil d'administration pour la Fondation du séminaire de Saint-Pierre et la Ligue des femmes catholiques du Bon Pasteur.

Ian Henderson, Director

Ian Henderson was born in Montreal, raised in Toronto, and holds a BA from The University of Western Ontario in Economics. His jewellery career started in London with Birks and changed after purchasing The Gold Shop from the Estate of Pearce Lettner. Ian has been active in a number of community activities including the BBB, Art Gallery of Windsor, Windsor Symphony, the Rotary Club of Windsor-1918, The Salvation Army, and the Templar Knights. He has served on the Board at Maryvale for six years, as a member of the Finance Committee, Public Relations Committee, and Human Resource Committee.

Ian Henderson, directeur

Ian Henderson est né à Montréal et a grandi à Toronto; il possède un BA en sciences économiques de l’University of Western Ontario. Sa carrière de bijoutier a débuté à London chez Birks et a pris un nouveau tournant lorsqu'il a acheté The Gold Shop de la succession de Pearce Lettner. Ian s’est engagé dans plusieurs activités communautaires incluant le BBB, Art Gallery of Windsor, l’Orchestre symphonique de Windsor, le « Club Rotary » de Windsor 1918, l’Armée du Salut et Templar Knights. Il a siégé au conseil de Maryvale pendant six ans en tant que membre du comité des finances, du comité des relations publiques et du comité des ressources humaines.


Cathy Mombourquette, Director

Cathy Mombourquette, Hons. B. Comm, was born and raised in Windsor and a graduate of the University of Windsor.  She has over 15 years of management experience in the private, public and not for profit sectors in communications, public relations, marketing and fundraising. A history of helping the community, she has built schools in Africa, lent her expertise to over 20 local volunteer boards and committees and has raised money for many charities and causes. In addition to her Honors Bachelor of Commerce Degree, she holds a post-graduate Certificate in Professional Communications Management.  Cathy has been with Maryvale for 9 years and is currently Chair of the PR and Fundraising Committee.

Cathy Mombourquette, directrice

Cathy Mombourquette, bacc. spécialisé en B. Comm., est née à Windsor où elle a grandi; elle est diplômée de l’Université de Windsor. Elle a plus de 15 ans d'expérience en gestion dans le secteur privé, public et non pas pour les secteurs à but lucratif dans les communications, les relations publiques, le marketing et la collecte de fonds. Une histoire d'aider la communauté, elle a construit des écoles en Afrique, a prêté son expertise à plus de 20 conseils d'administration bénévoles locaux et des comités et a recueilli des fonds pour de nombreuses organisations caritatives et les causes. En plus de son Honors baccalauréat en commerce, elle est titulaire d'un post-universitaire Certificat professionnel de gestion des communications. Cathy a été avec Maryvale depuis 9 ans et siège actuellement sur son PR et le Comité de collecte de fonds.


Ruth Stewart, Director


Ruth Stewart, LL.B, was born and raised in Essex County and obtained her law degree from the University of Windsor. She is currently a partner in the law firm of Chapman Gordon Gardin Stewart LLP and practices solely in the area of personal injury law. Over the years Ruth has been involved with many charitable organizations and fundraising events. She has been a supporter of Maryvale since the early 1990s, serving on the Personnel and Finance Committees and as Past President.

Ruth Stewart, directeur

Ruth Stewart LL.B, est née dans le Comté d’Essex où elle a grandi; elle a complété avec succès son diplôme en loi à l’Université de Windsor. Elle est présentement associée dans le cabinet d’avocats Chapman Gordon Gardin Stewart LLP et elle exerce de façon indépendante en loi liée aux préjudices personnels. Au fil des ans, Ruth s’est engagée dans plusieurs organismes caritatifs et campagnes de financement. Elle soutient la cause de Maryvale depuis le début des années 1990; présidente sortante, elle siège au comté du personnel et au comité des finances.


Dennis Wipp

Dennis Wipp was born and raised in Windsor. He enjoyed a 39 year career in the Financial Services sector, and retired with 20 years of service from United Communities Credit Union (formerly Woodslee Credit Union) as their President and CEO. He is Past Director of the Ontario Credit Union Managers Association and Past Chair of the Windsor and Essex County Managers Association.  During his 32 year career with the Credit Union system he was involved with numerous National and Provincial committees and associations.  Dennis is currently Vice-President of the Windsor and Essex County Cancer Centre Foundation.  He has served on the Maryvale Board for eight years, and is currently Chair of the Property & Maintenance Task Force. 

Dennis Wipp

Dennis Wipp est né à Windsor où il a grandi. Pendant 39 ans, il a fait carrière dans le secteur des services financiers et a pris sa retraite après 20 ans de service comme président puis directeur général au sein de United Communities Credit Union (autrefois Woodslee Credit Union). Il est président sortant de Ontario Credit Union Managers Association et ancien président de Windsor and Essex County Managers Association. Pendant ses 32 ans de carrière au sein du système « Credit Union », il a participé à de nombreux comités et organismes nationaux et provinciaux. Denis est présentement vice-président de Windsor and Essex County Cancer Centre Foundation.





Purpose & Policy Statement

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability.

A standard for customer service (“the Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.  We at Maryvale are committed to providing a barrier-free environment for our customers.  The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.


The Policy applies to all persons who, on behalf of Maryvale, deal with members of the public or other third parties.  This includes our employees, volunteers, agents and contractors. 


Accessibility Report – The report required to be filed pursuant to section 14 of the Act.

1.1  Assistive Device - Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.

1.2  Disability – Has the same definition as is provided under the Act and Human Rights Code, R.S.O. 1990, c. H.19. 

1.3  Service Animal - An animal is a service animal for a person with a disability,

(a)      if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b)     if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. 

1.4  Support Person – A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.

1.5  We”, “Our” and “Staff” means Maryvale and its employees, volunteers, agents and contractors.


We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:


2.1  Dignity - Persons with a disability must be treated as valued customers as deserving of service as any other customer. 

2.2  Equality of Opportunity- Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services. 

2.3  Integration - Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer.  In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs. 

2.4  Independence– Goods and services must be provided in a way that respects the independence of persons with a disability.  To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.



Maryvale has created an Accessibility Committee responsible for:


    i.         Developing and implementing policies, practices and procedures to ensure the accessible provision of goods and services to persons with a disability.

     ii.          Developing and implementing an accessibility training program as required under the Act.


    iii.          Developing a feedback procedure as required under the Act.

    iv.          Filing Accessibility Reports as required under section 14 of the Act.



                 I.           Communication


A.     Accessible Mediums of Communication

Maryvale strives to communicate with members of the public in a manner that is accessible.  Mediums of accessible communication we currently employ include:

a)     Website

b)     Email

c)      Written form

d)     Verbal

e)     Interpreter for the hearing impaired

f)      Interpreter for language differences

B.     Communicating with Persons with a Disability

Maryvale strives to communicate with persons with a disability in a manner that takes into account the disability.  Approaches for communication are set out in our accessibility training program.


               II.          Assistive Devices

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services. 

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier.  If we are not able to remove the barrier we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her.  We will make best efforts to provide an alternative means of assistance to the person with a disability.

Staff will receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.

              III.          Accessibility at Our Premises

We offer the following services to enable persons with a disability to obtain, use or benefit from our goods and services:

·       The assistance of a staff person to help complete forms

·       Accompaniment of staff to aid in making facility entirely accessible

·       Ramps will be provided wherever physically possible

·       Interpreters (given a reasonable amount of time to obtain) will be provided

·       Waiting areas with seating both private and public for use by client and/or support worker

·       Literature will be available in large print

·       Support workers and support aids are permitted

Staff will receive training on how to use facilities or services made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.

             IV.          Service Animals

Persons with a disability may enter premises owned and/or operated by Maryvale accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.

If a service animal must be excluded, we explain to our customer why this is the case and explore alternative ways to meet the customer’s needs.

If it is not readily apparent that the animal is a Service Animal, Maryvale may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his/her disability.

Staff will receive training on how to interact with persons with a disability accompanied by a Service Animal.

               V.          Support Persons

A person with a disability may enter premises owned and/or operated by Maryvale with a Support Person and have access to the Support Person while on the premises.

Maryvale may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Staff will receive training on how to interact with persons with a disability who are accompanied by a Support Person.


             VI.          Notice of Temporary Disruptions

Maryvale will notify customers if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our goods and services.  The notice will be posted at the entrance of the applicable premises and on the home page of the Maryvale website. 


The notice will include the following information:

                              i.              That a facility or service is unavailable.

                            ii.              The anticipated duration of the disruption.

                          iii.              The reason for the disruption.

                           iv.              Alternative facilities or services, if available.



Maryvale will provide training, and ongoing training as required under the Act, to all persons to whom this Policy applies as well as to those persons charged with developing this Policy and related procedures and practices. 


A.     Content of Training

Training will include:

                 i.              A review of the purpose of the Act and requirements of the Standard.

               ii.              A review of the Policy.

              iii.              How to interact and communicate with persons with various types of disabilities.

           iv.         How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.

             v.          How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.

           i.          What to do if a person with a disability is having difficulty accessing our premises and/or services.


B.     Timing of Training

Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties.


C.     Documenting Training

Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance the requirements of the Act.




A.     Receiving Feedback

Maryvale welcomes and appreciates feedback regarding this Policy and its implementation.  Feedback can be provided in the following ways:

                 i.              In person at Maryvale.

               ii.              By telephone at 519-258-0484.

              iii.              In writing to Maryvale, 3640 Wells Street, Windsor, Ontario N9C 1T9. 

              iv.              Electronically to This email address is being protected from spambots. You need JavaScript enabled to view it. or on disk.

                v.              www.maryvale.ca – Contact page – email link


B.     Responding to Feedback

Maryvale has a feedback protocol to enable it to receive and respond to comments, including complaints. Maryvale feedback protocol is available upon request.



This Policy, and related practices and protocols, shall be made available to any member of the public upon request.



Maryvale will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account. 


The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a law in Ontario that allow the government to develop specific standards of accessibility and to enforce them.


Who are people with disabilities?

        Any individual with any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury or birth defect

        Any illness  including diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device

        Mental impairment /disorder or a developmental disability/learning disability

        An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance  Act


There are two kinds of Barriers - Visible and Invisible

        A barrier is anything that keeps someone with a disability from fully participating in all aspects of society because of their disability.

        Attitude – is a major barrier that’s within our power to change – how do we communicate with someone with a disability – our formation of  assumptions about individuals

        Architectural or Structural Barriers

        Information and Communication Barriers – Deaf cannot communicate via a standard phone

        Technology – prevent people from accessing information

        Systemic – policies, practices and procedures restrict people with disabilities

What is the customer service standard?

Ontario’s accessible customer service standard is now the law. It came into force on January 1, 2008. People, businesses and other organizations that provide goods or services to the public or to other businesses or organizations in Ontario have legal obligations under the standard. The standard is aimed at making their customer service operations accessible to people with disabilities.

General tips on providing service to customers with disabilities:

        If you’re not sure what to do, ask your customer, ”May I help you?” They will know if they need help and how you can provide it.

        Speak directly to the person with a disability, not to his or her support person or companion.

        Avoid stereotypes and make no assumptions about what type of disability or disabilities the person has.

        Take the time to get to know your customer’s needs and focus on meeting those needs.

        Be patient.

        Make an effort to learn about appropriate language when referring to people with disabilities.

        If you cannot understand them politely ask them to repeat themselves.

        Don’t touch or speak to service animals.

        Don’t touch assistive devices, including wheelchairs, without permission.


Vision Loss or Impairment

Types of assistance:


        Large print

        Magnification devices

        White cane

        Guide dog

        Support person such as a sighted guide



        Offer your elbow to guide the person

        Don’t assume they can’t see you at all and never touch them without asking permission

        Identify landmarks or other details to orient your customer

        Don’t touch or speak to service animals – they are working

        If you need to leave your customer let him or her know you are leaving and when you will be back

        Be clear and concise when giving directions e.g. Two steps behind you, a metre to your left

        Offer to read printed information


Deaf, Oral Deaf, Deafened or Hard of Hearing

Types of assistance:

        Hearing aid

        Paper and pen

        Personal amplification device

        Phone amplifier

        Relay Service

        Teletypewriter (TTY)

        Hearing ear dog

        Support person such as a sign language interpreter


A person who is deaf blind can neither see nor hear to some degree. This results in difficulties in accessing information and managing daily activities. Many people who are deaf blind will be accompanied by an intervener, a professional who helps with communicating.


        Attract the customer’s attention before speaking. A gentle touch on the shoulder or a gentle wave of your hand.

        Ask how you can help. Don’t shout.

        Move to a well-lit area where your customer can see your face.

        Don’t put your hands in front of your face when speaking.

        Ask if another method of communicating would be easier, for example, using a pen and paper.

        Be patient if you are using a pen and paper to communicate.

        Look at and speak directly to your customer. Address your customer, not the interpreter or support person.

        If the person uses a hearing aid, reduce background noise or move to a quieter area.

        Don’t assume that the customer knows sign language or reads lips.


How to interact and communicate with customers who have physical disabilities

Types of assistance:


        Mobility device (wheelchair, scooter, walker, cane, crutches)

        Support Person


Mental Health Disabilities

Types of assistance:

        Service animal

        Support person



        Treat a person with a mental health disability with the same respect and consideration you have for everyone else.

        Be patient.

        Be confident and reassuring. Listen carefully and work with your customer to try to meet their needs.

        If someone appears to be in crisis, ask him or her to tell you the best way to help

Customers who have intellectual or developmental disabilities

Types of assistance:

        Communication board

        Speech generating device

        Service animal

        Support person


Customers who have learning disabilities

Types of assistance:

        Alternative technology for writing


        Scanning or reading technology

        Tape recorders, mini pocket recorders


        Ask how you can help

        Speak naturally, clearly and directly to your customer

        Allow extra time if necessary – people may take a little longer to understand and respond

        Remember to communicate in a way that takes into account the customer’s disability.

        Be patient and be willing to explain something again, if needed.


Customers who have speech or language impairments

Types of assistance:

        Communication board

        Paper and pen

        Speech generating device

        Support person



        Don’t assume that because a person has one disability, they also have another. EG. Difficulty speaking, doesn’t mean they have an intellectual or developmental disability.

        Ask your customer to repeat the information if you don’t understand.

        Ask questions that can be answered “yes” or “no” if possible.

        Don’t interrupt or finish your customer’s sentences. Allow enough time as they may speak more slowly. Wait for them to finish.


Communicating using a TTY and Bell Relay Service

        A teletypewriter (TTY) is a device that allows users to send typed messages across phone lines. Many people who are Deaf, oral deaf, deafened, hard of hearing or deaf blind use TTYs to call other individuals.

        This device generally has a keyboard and display that lets the user send and receive typed messages over telephone lines. People who are deaf blind may use an additional large print or Braille display to read the typed messages.

        A stand-alone TTY must communicate with another TTY. TTY users can directly call other TTY numbers or they can call a Relay Service. The Bell Relay Service number is 1-800-855-0511. The Relay Service operator will receive the messages on a TTY and relay the messages, by standard phone, to a person who does not have a TTY. A standard phone user can also place a call through the Relay Service operator to a TTY user.

     Ask your customer if they are comfortable and okay with their information being translated through a third party. Let them know that some information may be sensitive in nature.