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Accessible Formats and Communication Supports

To request a communication support or accessible document, please Contact Us

Delisle Youth Services (DYS) is committed to ensuring the provision of equal treatment to people with disabilities with respect to the use and benefit of DYS services, programs, goods, and facilities in a manner that respects their dignity and that is equitable in relation to the broader public in the areas of customer service, information, communication, and employment.

DYS is committed to meeting the communication needs of people with disabilities, in accordance with the Integrated Accessibility Regulation developed under the Accessibility for Ontarians with Disabilities Act (AODA), 2005, S.O.2005, C.11., and in support of DYS accessibility policies. As per our commitment, any member of the public may request a copy of any publicly available communications or documents released by DYS in an accessible format (also referred to as “accessible communication”). Likewise, any individual may request communication supports in personal communications with DYS or accessible formats for any materials or documents that pertain to them (policy – BOR 125).

What is accessible communication?

Some individuals may experience challenges such as vision loss, poor hearing, or learning disabilities that make standard documents difficult to understand. Accessible communication benefits all audiences by making information clear, direct, and easy to understand, taking into consideration the various barriers to accessing information and providing opportunities for feedback.

DYS communicates with users in a variety of ways, including in-person, through print materials, and via online spaces such as websites and social media. Providing clear and concise communication is important to ensure that all users have equal access to information. This may be done through providing individuals with accessible formats or communication supports upon request. Accessible formats and communication supports may change the way in which the information is presented, but the message will remain the same.

The most common examples of accessible formats may include large-text documents or plain text versions of verbal communications. Some common communication supports may include video captioning or transcripts, sign language interpretation, or verbal explanations of written documents.

What information can I request in an accessible format?

Our commitment to providing accessible information applies to any materials or documents produced by DYS or on behalf of DYS for release to the public or to the person to whom the information pertains.

It does not apply to unconvertible information or information that DYS does not control directly or indirectly through a contractual relationship.

Who can request information in accessible format?

Any member of the public, employee, volunteer, client, student, or contractor of DYS may request that information be made available to them in an accessible format.

How do I request information in an accessible format?

Requests for an accessible format or communication support can be received by any staff in person, by phone, or in electronic formats such as emails or service requests. If you would like to make a request, please Contact Us or connect with your direct service provider if you are a client of DYS. Upon receipt of a request, staff will work with you to complete the request form which is to be forwarded to Human Resources for record-keeping purposes only. The request is to be responded to by the appropriate staff, who will respond to the person making the request and consult with them to provide or make arrangements to provide accessible formats and communication supports. Accessible formats and communication supports shall be provided:

  • In a timely manner;
  • In a manner that takes into account the person’s accessibility needs; and
  • At a cost that is no more than the regular cost charged to other persons.

Once the appropriate format or support is determined with the requestor, staff shall provide or arrange for the provision of the accessible formats and/or communication supports for persons with disabilities.

If a staff member determines that information is unconvertible, they shall, in consultation with Human Resources, provide the person requesting the information or communication with: (a) a written explanation as to why the information or communications are unconvertible; and (b) a summary of the unconvertible information or communication.


The timeframe for the conversion process of a document into an accessible format, or the provision of a communication support, can vary depending on the media chosen, the size, complexity, quality of source documents and the number of documents to be converted. The information requested shall be provided in a timely manner depending on the factors previously noted.


Delisle Youth Services welcomes and appreciates receiving and responding to feedback regarding this process and its implementation. Feedback can be provided by telephone, electronically via email, in writing or in person to Human Resources. To provide feedback, please visit our Contact Us page.