The Children’s Aid Society of London and Middlesex (CASLM) is committed to providing excellent customer service in a way that respects the dignity, independence, integration and equality of people with disabilities. The Society will comply with the Accessibility for Ontarians with Disabilities Act and its regulations. People with disabilities will have the same opportunity to access Society services so that they may benefit from the same services, in the same place and in a similar way as any other person.

Approved by Senior Leadership Team- 11 January 2012


All Board members, staff, foster/adoptive parents, volunteers and students are trained as to how to interact and communicate with people with various types of disabilities. The Society must also ensure that third parties (i.e. contractors) have received training in this area.

Telephone Services

The Society is committed to providing a fully accessible telephone service to our clients, care providers and children/youth. Any client with a hearing or speech disability is invited to contact the Society via the "Bell Relay Service" at 1 800 855 1155 or 711, or the "Rogers Message Relay Service (MRS)" at 1 800 668 9286. 

Assistive Devices

The Society is committed to serving people with disabilities who use assistive devices in order for them to benefit from our services. All staff are trained and familiar with various assistive devices that may be used by clients, care providers and children/youth with disabilities while accessing our services.

Use of Service Animals and Support Persons

The Society supports the use of service animals in assisting visitors, care provicers, children/youth and employees with physical, mental and/or sensory disabilities at all locations which are open to the public.

A service animal may only be excluded when: 

The service animal is disruptive and the partner is not effectively controlling it.

The presence of the service animal would fundamentally change the nature of the job, program, service or activity.

The service animal’s presence, behavior or actions pose an unreasonable or direct threat to property or the health or safety of others.

Risk may not be remote or speculative, such as thinking an animal might bite someone or will annoy others. Allergies or a fear of animals are generally not sufficient conditions to exclude a service animal however, in rare cases, a staff person’s allergy or phobia may be so severe that the presence of an animal prevents him/her from performing his/her duties. In these situations, the affected person may request an accommodation, such as keeping the animal and the affected person separate as much as possible. Accommodations may be arranged with the Director of Human Resources.

The Society welcomes to its various office locations, support people who accompany those with a disability. Due to the sensitive nature of our work, a support person is expected to sign a ‘Confidentiality Agreement- Support Person’ (Form 2023). The staff person assigned to the family and/or child/youth will review this document with the support person and obtain his/her signature at the initial meeting.

Core Services

Meeting client’s, care providers and children/youth on site -Trained staff will make every reasonable effort to meet the needs of disabled people. There are meeting rooms on the main levels of our buildings. As CASLM offices are secure buildings, care providers and children/youth will be met by a staff member in the lobby who will assist them in entering the secure areas.

On-Site Medical Clinic- The Medical Clinic is located on the second floor at 1680 Oxford St. and is accessible by elevator, which includes braille buttons and voice over speaker assistance.

Disruption in Service

The Society will provide staff members with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities (i.e. elevator or automatic doors being out of service). This will be done via email or announcement so that alternative arrangements can be made.

Staff members, with the assistance of the Human Resources Department, if required, will make every effort to find an alternative to the disruption in service.

Written notice of the disruption in services will be provided to people with disabilities by placing signs at all public entrances and service counters. This notice will include the reason for and the expected duration of the disruption along with any available alternatives.


The CASLM provides training to all Board members, staff, foster/adoptive parents, volunteers, students and others who deal with the public. Training for new staff and staff returning from an extended leave will occur within one month of commencing or recommencing duties. This training is found on the OACAS web portal and all records of training will be held by the Human Resources Department.

Training includes: 

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and its requirements

How to interact with care providers and children/youth with various types of disabilities

How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person

What to do if a person with a disability is having difficulty accessing our service

Ontario Human Rights as it regards to people with disabilities

Availability of Accessibility Documents

Each of CASLM’s locations has a printed copy of this document available for perusal by the public. Staff will print a copy of the document upon request, found in the Global section of the Service Delivery Manual on the intranet. If the person is unable to read a printed copy, staff will read the document aloud. The document is also available to the public on our website.

Feedback Process

The CASLM encourages feedback about its accessibility, including customer service, website, employment practices, operations, etc. Feedback regarding the way in which the CASLM provides services to people with disabilities can be made, in person to the Human Resources Department, by email (hrdepartmentcaslondon [dot] on [dot] ca) or by telephone. Anyone providing the feedback can expect to hear back from a Human Resources Consultant within four business days.

Click here to access our Multi-Year Accessibility Plan

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