Goods and Services Provided:

Hopewell Children’s Homes Inc. is committed to excellence in serving all customers, including persons with disabilities.

Hopewell Children’s Homes Inc. provides the following goods and services to persons with disabilities:

  • Respite care (includes personal care, meals, activities, outings, social opportunities, etc.)

  • Residential supports (includes personal care, meals, activities, outings, social opportunities, etc.)

  • Play Sense (includes cooking, arts, crafts, games, sensory room, exercise, etc.)


Hopewell Children’s Homes’ facilities are committed to offering supports and services that are individualized and tailored to provide everyone with an equal opportunity to obtain, use and benefit from such offerings in a manner that respects the dignity and independence of those involved.


Assistive Devices:

Persons with assistive devices are entitled to use personal assistive devices while accessing any of Hopewell goods and services. The agency will provide appropriate training to employees on identifying and interacting with commonly used assistive devices as well as persons who require them. Personal assistive devices include, but are not limited to, service animals, communication, cognition, mobility and medical aids. In addition to assistive devices that are provided by the customer, Hopewell also provides on-site assistive devices. On-site assistive devices include, but are not limited to, wheelchair lifts, van lifts, walkers, standers, listening devices, and support persons.



Hopewell. will communicate with persons with disabilities in ways that take into account their disability and needs. Persons with disabilities will be offered alternative communication and information formats, where necessary. Accessible formats of communication may include, but are not limited to, large print, recorded audio and electronic formats, braille, written as opposed to verbal communication, or communication through the use of an assistive device or service.

Service Animals: (O. Regulation 299/10, 25(3)):

Hopewell allows service animals onto its premises and allows a person with a disability to be accompanied by his/her service animal in areas that are open to the public. Hopewell recognizes that service animals may assist persons with disabilities in a variety of ways. Hopewell. allows a resident to be accompanied by his/her service animal in all resident approved areas of the premises. Hopewell. will train employees on interacting with a person who uses a service animal.

Hopewell recognizes that there may be rare situations where another person’s health and safety could be seriously impacted by the presence of a service animal on the Agency’s premises (ex. persons with allergies to animals). Hopewell will fully analyze all options for safely allowing persons that could be negatively impacted by the presence of a service animal onto the premises. The options that the Agency will consider include, but are not limited to, creating distance between two individuals, eliminating in-person contact, notifying the person with the allergy, and any other measures that would allow the person to safely access the agency’s premises.

Support Persons:

Hopewell will allow persons with a disability to be accompanied by a support person while accessing the agency’s goods and services. Hopewell recognizes that people with disabilities who use a support person are often unable to attend places or participate in activities without that support person. The agency will provide appropriate training to employees on interacting with a support person.

Notice of Temporary Disruption:

In the event of a planned or unexpected disruption of services or facilities for customers with disabilities, Hopewell which includes Hope Home, Stephanie Home, Ooster House, Montana Road, Wilton Place, PlaySense and Gowdy Ave, will promptly notify customers. A notice of temporary disruption will be clearly posted at the affected location, and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.


Hopewell will provide training to employees, volunteers and other persons who deal with the public and/or third parties on the Agency’s behalf. Individuals in the following positions will receive training: Management, Coordinators, Nurses and Front-line workers (support workers). This training will be provided to staff within 30 days of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.

  • Hopewell’s plan related to the customer service standard.

  • Instruction on how to interact and communicate with people with various types of disabilities.

  • Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.

  • Instruction on how to use the elevator lift, the mechanical lifts, the van lifts, walkers, standers, and the hopsa harness.


Staff will receive additional training when changes or updates are made to the plan.

Feedback / Complaints Process (Policy Directives for Service Providers 1.0):

Hopewell recognizes that receiving feedback provides a valuable opportunity to learn and/or improve. To that end, every person has the right to make a complaint or offer a suggestion or compliment on the way in which the Agency provides its goods and services. Feedback will be accepted by phone, letter, email or in person, and a response will be made in the same format that the complaint or feedback was given. All feedback will be directed to the appropriate program manager, and a response will be given within 72 hours. If extensive investigation is required, the person will be notified and given a timeline. If a resident wishes to offer feedback or has a complaint and needs assistance, a parent or advocate may act on his/her behalf.