Severn Lodge – All-Inclusive Family Resort in Muskoka Ontario
Accessibility
Our Commitment
Statement of Organizational Commitment
Severn Lodge is committed to being responsive to the needs of all its guests and staff in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to recognize the diverse needs of all guests and staff and respond by striving to provide goods, services and facilities that are accessible to all and comply with the principles of dignity, independence, integration and equal opportunity. As an employer, and a provider of goods and services, Severn Lodge is committed to ensuring its goods and services are provided in an accessible manner. Severn Lodge believes in accessibility for all and will strive to meet the accessibility needs of people with disabilities in a timely manner.
Policy
Severn Lodge will promote accessibility by ensuring that compliance is met for all regulations under the Accessibility for Ontarians with Disabilities Act, 2005. To ensure timelines are considered, Severn Lodge will establish a multi-year accessibility plan. This plan will outline our strategy to prevent and remove barriers to people with disabilities and will be reviewed at least once every five years. Severn Lodge will also prepare an annual status report on the progress taken to implement our multi-year accessibility plan. The status reports and multi-year accessibility plan will be posted on the Severn Lodge website and will be available in alternate formats, upon request, as soon as is practical.
Training
All Severn Lodge employees will be trained in accordance with the regulations outlined under the Accessibility for Ontarians with Disabilities Act, 2005. The training will include:
- An overview of the Act, other Ontario accessibility standards and all aspects of the Ontario Human Rights Code as it pertains to people with disabilities.
- How to interact and communicate with people with various types of disabilities, (As outlined in our policy?)
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person, (As outlined in our policy and procedures?)
- How to use the equipment or devices available on-site or otherwise that may help with the provision of goods or services or facilities to a person with a disability.
- What to do if a person with a disability is having difficulty accessing the provider’s goods, services, or facilities.
Training will be provided to all Severn Lodge staff as soon as possible after being hired. Training will also be provided in a timely manner after any changes are made to the policies. Severn Lodge will maintain records, which will note the details of the training provided, as well as the name of the person and date the training was completed.
Assistive Devices
Severn Lodge allows people with disabilities to use their own personal assistive devices when accessing our goods, services and facilities. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods, services or facilities.
Communication
Severn Lodge will provide alternate formats of information upon request in a timely manner and ensure the cost is no more than the regular cost provided to others if applicable. All alternate formats of communication will consider the individual needs of a person with a disability. Alternate formats can be requested by:
- Visiting Severn Lodge’s website Accessibility Page and submitting a request under Requests for Accessible Formats.
- Contacting Severn Lodge at 1-800-461-5817 and submitting a request.
Severn Lodge will ensure that all emergency procedures, plans and public safety information will be made available to the public and will provide accessible formats in a timely manner upon request.
Service Animals
Severn Lodge welcomes people with disabilities and their service animals. Service animals are permitted on all parts of our premises that are open to the public.
If staff cannot easily identify Service animals are identified in the following ways:
- It should be readily apparent that the animal is used by the person for the reasons relating to their disability; or
- A letter from a regulated health professional confirming that the person requires the animal for reasons relating to their disability.
Severn Lodge will allow service animals into all on premises facilities. Service animals will be allowed to accompany a person with a disability to allow them to access facilities and services. If a service animal is excluded from the premise an explanation will be provided and we will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our goods or services.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Standard Severn Lodge fees will be charged to the support person. Severn Lodge reserves the right to request the person with a disability be accompanied by a support person, if it is considered necessary to protect the health and safety of the person with a disability or others on the premises and there are no reasonable alternatives available.
Notice of Temporary Disruption
If a temporary disruption of service is planned, Severn Lodge will provide notice of the disruption promptly. The notice must:
- Include a detailed reason for the disruption.
- The anticipated length of the disruption of service.
- If alternate facilities or services are available, and details on where they can be accessed.
Notice will be given by posting the information in a conspicuous place on premises as well as by posting it on the Severn Lodge website. If Severn Lodge’s website should expect a temporary service disruption, advance notice, if possible, will be provided on the website.
Feedback Process
Severn Lodge welcomes feedback from our guests, staff, and members of the public relating to the accessible services provided at Severn Lodge as well as on the feedback process itself. All parties are encouraged to submit feedback in one of these manners; directly to the employee or Department involved in the service, by phone, through email or through our online comment card. All feedback will be directed to the General Manager and will be responded to in a timely manner.
If an employee receives feedback from a guest, they should:
- Notify their manager or General Manager of Severn Lodge.
- The information to be provided by the member of the public should include their personal contact information, the date, a description of the complaint, and the actions the member of the public requests to resolve the complaint.
- Severn Lodge will attempt to resolve the complaint in a timely manner and contact the member of the public once a resolution has been reached.
- The response from management should include: an explanation of how we will implement the suggestion, a response indicating further investigation or an explanation as to why we are unable to implement the suggestion.
For all other forms of communication
- Submitting feedback over the phone can be made at 1-800-461-5817.
- Submitting feedback by email can be made at info@severnlodge.ca
- Visiting the Severn Lodge website Accessibility Page and submitting the Feedback Form.
- Or writing a letter to Severn Lodge, 116 Gloucester Trail, Port Severn ON L0K1S0
Any requests for an alternate format of the Feedback Form should be done through either phone or email. All feedback and any resolutions will be recorded by the General Manager of Severn Lodge.
Notice of Availability of Documents
Severn Lodge will provide alternate formats of information to members of the public upon request. Requested documents will be provided in a timely manner and at the cost of Severn Lodge, not the public requestor. Severn Lodge will only provide alternate formats for documents that we produce.
Design of Public Spaces
Severn Lodge is committed to ensuring that accessibility is considered in all aspects of the built environment. Severn Lodge will comply with the Design of Public Spaces Standards when constructing and redeveloping public spaces.
Changes to Existing Policies
Any policies of Severn Lodge that do not respect and promote the principles of dignity, independence, integration and equal opportunity for all people with disabilities will be modified and removed.
This document is publicly available. Accessible formats are available upon request.
Severn Lodge Multi-Year Accessibility Plan
Created: July 25, 2023
Last Update: July 29, 2023
Severn Lodge strives to provide excellent service to all its patrons and to ensure access to its goods, services and facilities in a manner that respects the dignity and independence of all patrons with disabilities. This Mult-Year Accessibility Plan outlines Severn Lodge’s commitment to accessibility, integration and equal opportunity for all.
Statement of Commitment
Severn Lodge is committed to the Accessibility for Ontarians with Disabilities Act, its regulations, standards and all other relevant legislation concerning accessibility.
Severn Lodge is committed to providing an accessible environment in which all individuals have equal access to our facilities and services in a way that respects the dignity and independence of persons with disabilities. This includes creating and fostering inclusive and positive attitudes that are considerate and accommodating to all individuals, including persons with disabilities. Our commitment is to provide all customers, including those living with disabilities, the same opportunity to access our services in the same place and in a similar way to all others.
Purpose
The purpose of this plan is to outline the policies, procedures and actions that Severn Lodge will put in place to make its premises and services accessible to patrons with disabilities. This policy is intended to meet the requirements of Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code.
Customer Service Standards
Severn Lodge is committed to making sure all customers receive accessible services in a timely manner. Members of the public will receive a fair customer service experience that meets their needs. This will be achieved by:
- Reviewing and updating policies to make sure high quality, accessible service is available to all.
- Including accessibility requirements into staff training and orientation materials.
- Reviewing customer feedback and taking appropriate action to amend and enhance our customer response.
Current employees were trained on the Company’s Accessibility policy. New Hires are trained in accessible communications as well as the customer service standard during the New Hire Orientation that provided when they begin work.
Training
Severn Lodge has developed a training program, pursuant to the Company’s Accessibility policy, to ensure all current and new staff are knowledgeable on Ontario’s accessibility laws, as applicable, and on the Human Rights Code as it relates to people with disabilities.
- Severn Lodge has determined the training requirements of the accessibility standards referred to under the Ontario Regulation 191/11 and on the Ontario Human Rights Code as it pertains to persons with disabilities.
- Severn Lodge will utilize its training resources to determine appropriate training methods and delivery.
- Severn Lodge will maintain training dates and other information regarding who has been trained, including the number of individuals to whom the training has been provided.
- Severn Lodge will ensure training is provided on any related policy changes. Implementation Timeframe: Effective May 1, 2022 and ongoing as applicable.
Feedback
Severn Lodge has implemented accessible feedback procedures pursuant to the Accessibility Policy.
- Severn Lodge will advise customers and clients that feedback can be given in person, by mail, by phone: 1-800-461-5817, by fax or by e-mail to: info@severnlodge.com
- Severn Lodge has established a process for receiving and responding to feedback about the way it provides goods, services or facilities to persons with disabilities and the feedback process itself.
- Severn Lodge will advise the public that such feedback processes are available and that the company has prepared a document describing the accessibility feedback process, which is available upon request. Such documents specify the actions that Severn Lodge will take if a complaint is received. Such document is available on request.
- Severn Lodge will make known the supports that are available to facilitate the submission of feedback.
- Severn Lodge will commit to responding to feedback as soon as practicable. Implementation Timeframe: Effective July 15,2023 and ongoing as applicable.
Information and Communications
Accessible Formats and Communication Supports
Severn Lodge has taken or will take the following steps to make sure all publicly available information is made accessible upon request.
- Severn Lodge will respond to requests in a timely manner that takes into account the person making the request’s accessibility needs due to disability.
- Severn Lodge will consult with the person making the request in determining the suitability of an accessible format or communication support.
- Severn Lodge will have a process in place for persons with disabilities to be provided with information and communication in an accessible format and provide such information, in writing, when an accessible format is not feasible.
- Severn Lodge will train staff who may receive requests for accessible information on how to manage requests and obtain accessible formats.
- Severn Lodge will provide publicly available information at a cost that is no more than the regular cost charged to other persons.
- Severn Lodge will notify the public about the availability of accessible formats and communications supports.
Implementation Timeframe: By August 31, 2023 and ongoing as applicable.
Design of Public Spaces
Severn Lodge has provided opportunities for everyone to have access to public recreational spaces.
The Accessible Emergency Information and Workplace Emergency Response Information
Severn Lodge has prepared an accessible Individualized Workplace Emergency Response and Information Form and can provide accessible emergency information upon request.
Implementation Timeframe: By August 31, 2023.
Employment
Hiring
Severn Lodge has taken or will take the following steps to notify the public and staff that it will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.
- Severn Lodge will include a statement in any job advertisements that Severn Lodge will hire individuals with disabilities and will provide accommodations during the recruitment process.
- If a job applicant requests accommodation, Severn Lodge will consult with the individual and make adjustments that best suite his/her accessibility needs due to disability in relation to the materials or processes to be used and to the extent required by law.
- Severn Lodge will confirm, in any interview, that the company will hire individuals with disabilities.
- Severn Lodge will notify successful applicants of its policies for accommodating employees with disabilities in any offer letter.
- Severn Lodge will include in the Severn Lodge orientation training program a section on accessibility and the Ontario Human Rights Code, as appropriate.
- Severn Lodge will advise employees when any changes are made to the above policies.
- Severn Lodge will review existing policies and procedures, and where necessary, augment processes for persons with disabilities.
Implementation Timeframe: By January 1, 2024 and ongoing as applicable.
Policy Review
The Multi-Year Accessibility Plan is a tool for Severn Lodge to communicate its accessibility initiatives internally and to the public. Severn Lodge will update and review this plan at least once every five (5) years and update it as appropriate. The plan is next scheduled to be reviewed no later than July 31, 2028. The Plan will be posted on the company’s website.
Implementation Timeframe: By July 31, 2028 and ongoing as applicable.
For more information
For more information on this accessibility plan, please contact the Marriott Hotels of Canada Human Resources department.
Telephone: 1-800-461-5817 Email: severn@severnlodge.com
Please note accessible formats of this Multi-Year Accessibility Plan are available free upon request. We will consult with customers with disabilities making the request to determine the suitability of an accessible format or communication support provided.