Guest Standards
PROVIDING GOODS AND SERVICES TO PERSONS WITH DISABILITIES
Stella’s is committed to achieving accessibility and meeting the needs and abilities of all. Stella’s values diversity and believes in inclusion. Stella’s strives to provide its goods, services and access to its premises in a way that respects the dignity and independence of its guests. Stella’s is committed to meeting the requirements of the Accessibility for Manitobans Act.
Training is provided to employees during orientation and thereafter. Here is an overview of our accessibility guidelines:
MEETING COMMUNICATION NEEDS
Stella’s will meet the communication needs presented by their guests through training and by offering to communicate in different ways and taking time to understand and respond to what is needed. Signs, documents and electronic communication will use plain language and be easy to read.
ASSISTIVE DEVICES
Persons with disabilities may use their own assistive devices when accessing Stella’s goods, services or premises and Stella’s will train its employees in appropriate interaction involving an assistive device.
For example, staff will not touch or move assistive devices without customer’s permission.
In cases where the assistive device presents significant and unavoidable health or safety concerns Stella’s will attempt to use other measures to ensure that the person can have meaningful access.
SUPPORT PERSONS
Stella’s welcomes support persons. Space is made available for support persons so that the guest always has access to their support person. Employees are trained to deal with both the guest and the support person respectfully, which includes addressing the guest directly unless requested by the guest to do otherwise.
SERVICE ANIMALS
Stella’s proudly welcomes service animals in all public areas of our restaurants.
Under Manitoba’s Accessibility for Manitobans Act, a service animal is defined as an animal trained to assist a person with a disability in a way that relates to their disability. In some cases, this assistance may be visible—such as guiding a guest who is blind—while in others, including non-visible disabilities, it may not be immediately apparent.
Service animals may or may not wear identifying equipment such as a vest or harness, as this is not required in Manitoba.
If it is not clear that an animal is a service animal, our team may politely ask whether the animal is trained to assist with a disability-related need. Guests are never required to disclose their disability, and documentation will not be requested.
For the safety and comfort of all guests, service animals must remain under control at all times. An animal that is calm, focused, and responsive to its handler is considered under control. If a service animal is behaving in a disruptive or unsafe manner—such as excessive barking, growling, jumping on others, or acting aggressively—we may need to take steps to ensure a safe environment, which could include asking the guest to make alternative arrangements.
We are committed to providing an inclusive, respectful, and welcoming experience for all guests.
MAINTAINING ACCESSIBILITY FEATURES
To ensure barrier free access to our goods, services and premises, Stella’s maintains accessibility features so that they can be used as intended. Our accessibility features include:
- ground level entrances
- accessible washrooms
- automatic doors
- accessible parking where Stella’s has a parking lot
- having a table ready for a wheelchair
- keeping hallways, ramps and waiting areas clear of clutter
- keeping entranceways cleared of snow and ice
- ensuring the placement of standing signage is not a tripping hazard; and
- allowing space for mobility devices.
Stella’s organizes space so that there is sufficient room to accommodate people of varying sizes as well as those who use assistive devices, support persons or service animals.
NOTICE OF SERVICE DISRUPTIONS
If Stella’s ability to provide accessibility features is disrupted, Stella’s will provide notice of that disruption including the reason for the disruption, the anticipated duration and whether there are other ways to access our goods, services and/or premises. The notices will be provided by posting in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the disruption, and if appropriate, on the applicable website. We will also verbally advise guests when they are seeking a reservation and contacting guests with existing reservations.
Services/Facilities that are affected by this policy include the accessible washrooms, and automatic doors.
FEEDBACK PROCESS
Persons wanting to provide feedback on Stella’s accessibility features and practices can do so via the Manager on Duty. Formal feedback submitted to the restaurant or head office will be reviewed and documented. Documentation will be available upon request. Any communication needs of the individual will be respected in these responses.
Employee Standards
WORKPLACE EMERGENCY RESPONSE INFORMATION
Stella’s will provide emergency response information to employees with disabilities. This is done through the collection of information in the Employee Emergency Information Worksheet from an employee with disability, this information and will help in creating an individualized emergency response.
For employees who identify the need for assistance during an emergency, Stella’s will, with the consent of the employee, provide their workplace emergency response information to the persons designated by Stella’s to provide assistance to these employees.
RECRUITMENT
During the recruitment process, Stella’s will inform applicants with disabilities of the availability of reasonable accommodations that are available to them upon request in respect of the assessment and selection process.
Stella’s will notify job applicants selected to participate in an assessment or selection process that accommodations are available upon request.
HIRING AND OFFER
If a selected applicant requests for accommodation, Stella’s will assess the request and may require additional information to support the need for accommodation. Stella’s will consult with the applicant to determine appropriate accommodation based on the needs of the applicant. Once agreed upon, HR will work with the relevant parties to implement the accommodation promptly.
All information regarding a candidate’s disability and accommodation request will be kept confidential and shared only with those involved in the process.
COMMUNICATION NOTICE
Stella’s will notify successful applicants, when making offers of employment, of its practices and policies for accommodating employees with disabilities.
Employees will continually be informed about measures, practices and policies that accommodates persons living with disabilities, including updates whenever there is a review of the policy. Stella’s will consult with employees upon request, to identify formats or communication supports needed to be used when providing information to such employees and ensure that the identified accessible formats or communication supports are used when providing information to such employees.
ACCOMMODATION
Upon request of employees with a disability, Stella’s will develop and implement an individualized accommodation plan for employees.
The individualized accommodation plan would include:
- accessible formats and communication support used in providing information, if requested.
- workplace emergency response information, if required
- manner and timing within which the accommodation is to be provided.
Stella’s will meet the communication needs of employees by providing them with a copy of their accommodation plan or an explanation for denying the request to introduce a plan in a format that is accessible to the employee.
RETURN TO WORK PROCESS
Stella’s is committed to supporting employees who have been absent from work due to any form of disability. Stella’s will provide reasonable accommodation in respect of one or more barriers that disable the employees on returning to work.
Stella’s aims to facilitate a smooth transition and promote the well-being of our employees. An individualized accommodation plan will be created for such employees.
ACCESSIBILITY TRAINING
Stella’s is committed to training employees that are responsible for the policy development and implementation.