Henry's Multi-Year Accessibility Plan

Henry's is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act ("AODA"), the Accessibility for Manitobans Act, An Act Respecting Accessibility in Nova Scotia, the Accessible British Columbia Act, and any other similar and applicable legislation or laws.

This accessibility plan supports the Henry’s Accessibility policy and outlines the policies and actions that Henry's will put in place to improve opportunities for people with disabilities.

Henry's will:

• Post this plan on the appropriate corporate websites;
• Report, as required, on the appropriate corporate websites on the progress of the implementation of this plan;
• Provide this plan in an accessible format, upon request; and
• Review and update this plan at least once every five (5) years.

Where this Plan specifies that documents, alternative formats or communication supports are available upon request, such requests should be directed to Customer Service, by e-mail at CustomerService@henrys.com, or by calling 1-844-976-1699 from Monday to Friday between 9:00 am to 8:00 pm EST, or Saturday and Sunday from 10:00 am to 6:00 pm EST; or by mail to Customer Service at 350 Creditstone Road, Unit #104, Concord, ON L4K 3Z2.

Customer Service Standard

The following have been in place since January 1, 2012:

• Ensuring all persons who, on behalf of Henry's, deal with the public or other third parties, and all those who are involved in the development and approvals of customer service policies, practices and procedures, as well as all others providing services to our clients, are trained to communicate and provide the best possible customer service to all customers, clients, family members and visitors, including persons with disabilities.
• Ensuring staff are trained and familiar with various assistive devices that may be used by persons with disabilities who are accessing Henry's goods or services.
• Ensuring completion of accessibility training is tracked and recorded.
• Ensuring persons accompanied by a guide dog or other service animal in areas of Henry's open to the public are accommodated.
• Ensuring that if a person with a disability is accompanied by a support person, the support person is accommodated. If the support person is assisting the client participating in a Henry's event or program, but that person is not participating in the event/program on his or her own behalf, the support person is not charged a fee to attend the event/program.
• Providing notice in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities, by placing such notices at all public entrances on Henry's premises.
• Continuing to welcome and appreciate feedback from persons with disabilities through multiple communication channels.
• Including the above-mentioned items in a Henry's HR policy on AODA - Accessibility Standard for Customer Service which is accessible to all employees and is included on our website (www.henrys.com).
• Reporting compliance with the customer service standard on the Accessibility Compliance Reporting tool at ServiceOntario's One-Source for Business website.

Emergency and Public Safety Information

The following have been in place since January 1, 2012:

• Emergency procedures and public emergency safety information that is prepared by Henry's and made available to the public is made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Accessibility Policy and Multi-Year Accessibility Plan

The following have been in place since January 1, 2014:

• Henry's Accessibility Policy was implemented January 1, 2014. The Policy affirms Henry's commitment to meeting the accessibility needs of persons with disabilities in a timely manner and governs the way that Henry's will achieve accessibility;
• Henry's created this Multi-Year Accessibility Plan outlining the company's phased-in strategy for identifying, removing and preventing barriers to accessibility
• The multi-year accessibility plan is posted on our corporate website (www.henrys.com) and will be provided in alternate formats upon request
• The Plan will be reviewed and updated at least once every five years.

Information and communication standards

Acccessible Websites and Web Content: From January 1, 2014, Henry's new or substantially refreshed websites and web content will conform to Level A of the Worldwide Web Consortium's Web Content Accessibility Guidelines (WCAG 2.0). Henry's will ensure that all of its websites and web content posted after January 1, 2021 comply with WCAG 2.0 Level AA.

Feedback, Accessible Formats and Communication Supports:

The following have been in place since January 1, 2016: 

• In Ontario, the processes for receiving and responding to feedback are accessible, by providing or arranging for the provision of accessible formats and communication supports upon request
• Upon request, Henry's will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, in a timely manner and at no extra cost
• Henry's will inform all employees who may receive or respond to feedback with information as to how to obtain alternate formats or communication supports from the service provider
• Feedback will be accepted at stores, by Customer Support at 1-844-976-1699 , by email to CustomerService@henrys.com or by mail to Customer Service at 350 Creditstone Road, Unit #104, Concord, ON L4K 3Z2
• Requesting persons will be consulted as to the suitability of an accessible format or communication support

Employment

Recruitment

The following have been in place since January 1, 2016:

• Recruitment, assessment, and selection procedures and processes are reviewed and modified to build accessibility into Henry’s employment related practices
• All job applicants and the public are notified that accommodation is available during the recruitment process on request, by specifying same in job postings and on the corporate website. This includes   accommodation for applicants with disabilities in recruitment-related materials and during scheduling of interviews and assessments
• If an applicant requests accommodation, Henry’s will consult with the applicant and arrange for the provision of suitable accommodation that takes into account the applicant's needs due to disability
• When making offers of employment, Henry’s will notify the successful applicant of Henry's policies for accommodating colleagues with disabilities

Planned action: 

• By January 1, 2026 Henry’s will develop and provide appropriate training to all leaders responsible for recruitment, assessment, selection and on-boarding to ensure accessibility is integrated into all employment practices and accommodation requests are fulfilled in an effective and timely manner

Workplace

The following have been in place since January 1, 2016:

• New colleagues are provided information about Henry's accessibility policies as soon as practicable after employment commences, including a description on Henry's intranet and through orientation and onboarding processes

Planned action:

• By December 31, 2028, Henry’s will develop a procedure, which may include a posting on Henry's intranet, to advise colleagues whenever there is a change to existing policies on the provision of workplace accommodations
• By December 31, 2028 Henry’s will develop and provide appropriate training to managers and colleagues responsible for supporting the individualized accommodation plan process that will ensure the efficacy of the process on a continuing basis

Return to work from Disability-Related Leaves

The following have been in place since January 1, 2023:

• Return to work processes for colleagues who have been absent from work due to a disability, and require accommodation in order to return to work, are documented and individual accommodation plans comprise part of the return to work process

Planned action:

• By January 1, 2026 Henry’s will develop and provide appropriate training to managers and other colleagues responsible for supporting the return to work process for colleagues who require accommodation in order to return to work, along with an ongoing training schedule, which will ensure effective execution of the return to work process on a continuous basis

Performance Management, Career Development and Redeployment

Planned action:

• By December 31, 2028: Review and, as necessary, modify existing performance management, career development and redeployment processes to ensure that the accessibility needs and individual accommodation plans of colleagues with disabilities are taken into account
• By December 31, 2028: Develop and provide appropriate training to leaders and other colleagues responsible for supporting or impacting performance management, career development and advancement, and a training schedule for same that will ensure compliance with the processes on a continuous basis

Henry's Premises

Action taken:

• In 2013, purchasing process for self-service kiosks now incorporates regard for technical and structural features such as height of the kiosk, availability of a headset jack, etc in consideration of accessibility needs of people with disabilities. The needs of people with disabilities is considered when designing, procuring or acquiring self-service kiosks.
• As of 2017 in Ontario, accessibility has been integrated into new or redeveloped Henry's public spaces in accordance with the criteria established by Ontario's Integrated Accessibility Standards, including but not limited to the following:
  • Any new or redeveloped Henry’s sidewalks and walkways, including associated ramps, stairs, curb ramps, depressed curbs, pedestrian signals and rest areas will comply with the requirements set by provincial legislation relating to accessibility, including Outdoor sidewalks and walkways, including having a surface that is firm and stable
  • Accessible spots are marked with clear signage. 
  • Any new or redeveloped off-street parking includes signed parking spaces and access aisles for persons with disabilities, including van accessible spaces
  • When Henry’s constructs or redevelops service counters, at least one will accommodate mobility aids in respect of countertop height, knee clearance and floor space. All such service counters will be clearly identified with signage. 
  • Any new or redeveloped waiting Areas and Event Spaces will have at least one seating space which is not fixed in which an individual using a mobility aid can sit, wait, or access and participate in an event.
  • Procedures for preventative and emergency maintenance of the accessible elements in Henry's public spaces, as well as how to deal with temporary disruptions when accessible elements are not in working order, are developed and implemented

Planned Action:

• By December 31, 2028, all existing Henry's public spaces will be modified in accordance with the accessibility criteria established by Ontario's Integrated Accessibility Standards, including;
  • All Henry’s sidewalks and walkways, including associated ramps, stairs, curb ramps, depressed curbs, pedestrian signals and rest areas will comply with the requirements set by provincial legislation relating to accessibility, including Outdoor sidewalks and walkways, including having a surface that is firm and stable
  • Accessible spots are marked with clear signage. 
  • Off-street parking includes signed parking spaces and access aisles for persons with disabilities, including van accessible spaces
  • All Henry’s retail locations have at least one service counters which will accommodate mobility aids in respect of countertop height, knee clearance and floor space. All such service counters will be clearly identified with signage. 
  • Waiting Areas and Event Spaces, including learning labs, will have at least one seating space which is not fixed in which an individual using a mobility aid can sit, wait, or access and participate in an event.

Training

The following have been in place since, 2015:

• Henry's will ensure that appropriate AODA training material  is developed and delivered to all employees, contractors, volunteers and those who provide services on Henry's behalf on the standards set by provincial legislation regarding accessibility.
• Training is provided before or as soon as possible after the trainee commences duties and whenever Henry's alters its policies and practices regarding accessibility
• Keep and maintain a record of the training provided, including the dates that the training was provided and the number of individuals to whom it was provided

Planned Action:

• By December 31, 2028 Henry’s will create a plan and schedule for periodic refresh training to ensure ongoing awareness and understanding of accommodation imperatives.

Created: December 2014
Last Updated: December 2023