Accessibility Policy and Multi-Year Accessibility Plan

Integracare Inc. · Living Assistance Services · Eldercare Home Health · Guardian Home Care

Last reviewed: September 2026 · Next full review: by September 2031

Our commitment

Integracare Inc. provides care to people of every ability, and many of our clients live with a disability. We are committed to meeting the accessibility needs of people with disabilities in a timely way, and to treating every person with dignity and independence. We meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its Integrated Accessibility Standards Regulation, and the Ontario Human Rights Code.

This policy covers Integracare Inc. and the brands it operates: Integracare, Living Assistance Services, Eldercare Home Health and Guardian Home Care. It applies to our employees, our caregivers, and anyone who provides services on our behalf. In Manitoba, it also meets the requirements of the Accessibility for Manitobans Act for our Winnipeg operations.

Serving clients and families

• Assistive devices. People may use their own assistive devices when receiving our services. Our caregivers are trained to work with the devices our clients use at home.
• Communication. We communicate with each person in a way that takes their disability into account.
• Service animals. Service animals are welcome in all areas of our offices that are open to the public.
• Support persons. A person with a disability may bring a support person with them. We never charge a fee for a support person.
• Service disruptions. If a planned or unexpected disruption affects a service people with disabilities rely on, we tell the affected clients and families promptly by phone, text or email. We explain the reason, how long it is expected to last, and what alternatives are available.

Training

Everyone who works for us, including every caregiver, and everyone who helps develop our policies, completes training on the accessibility standards and on the Human Rights Code as it applies to people with disabilities. Training covers how to communicate with people with different disabilities, how to help someone who uses an assistive device, a service animal or a support person, and what to do when someone has trouble using our services. New staff are trained as soon as practical after they join, and everyone is retrained when this policy changes in a meaningful way. A copy of each person's training certificate is kept in their employee file.

Information and communication

• Accessible formats. On request, we provide information in an accessible format, such as large print or an electronic format that works with a screen reader, or with communication support. We do this promptly and at no extra cost, and we talk with the person to find the format that works for them.
• Websites. As of September 2026, all 4 of our websites meet the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA: integracarehomecare.ca, laservices.ca, eldercarehomehealth.com and guardianhomecaretoronto.com. Every change to our websites is checked automatically against WCAG 2.0 AA before it is published.
• Emergency information. On request, we provide our emergency procedures and public safety information in an accessible format.

Employment

• Recruitment. Every job posting and this policy tell applicants that accommodation is available throughout hiring. When we invite someone to an interview or assessment, we tell them that accommodation is available if they need it, and we work with them to arrange it.
• Job offers. Our offer letters explain our policies for accommodating employees with disabilities.
• Informing employees. We tell all employees about our policies for supporting employees with disabilities, and we tell them again whenever those policies change.
• Individual accommodation plans. We have a written process for developing an individual accommodation plan with an employee who needs one. The employee takes part in building the plan, and we keep their personal information private.
• Return to work. We have a written process for helping employees return to work after an absence related to a disability.
• Emergency response. Employees with a disability who need help in an emergency receive an individual emergency response plan, made with their consent.
• Performance and career development. Managers take each employee's accessibility needs and accommodation plan into account in performance reviews, career development and job changes.

Our offices

When we build or renovate an office space that the public uses, we will meet the Design of Public Spaces Standards.

Multi-year accessibility plan, 2026 to 2031

Completed

• September 2026: brought all 4 websites to WCAG 2.0 Level AA and added an automated check that tests every change before it is published.
• September 2026: reviewed and updated this policy and plan, and published it on all 4 websites.

Next steps

Feedback and questions

We welcome feedback on how we serve people with disabilities, and questions about this policy. You can reach us in person, by phone, by mail, by email, or through the contact form on any of our websites. On request, we respond in an accessible format. We acknowledge all feedback and tell you what we will do about it.

Copies of this policy, and of our other accessibility documents, are available in an accessible format on request.

Lisa Sundarsingh, Vice President, Care Operations Integracare Inc., 396 Moore Avenue, Toronto, Ontario M4G 1C7 Phone: 416-421-4243 Email: lisa@integracare.ca