Heighton | Auto Group

 

MULTI-YEAR ACCESSIBILITY PLAN – MCKEOWN MOTORS LIMITED

* Please be advised that McKeown Motors Limited operates under the name Jim Thompson Chrysler and is a subsidiary of Heighton Auto Group.

 

MESSAGE FROM THE COO

 

Dear Valued Customers and Partners,

At Jim Thompson Chrysler, we firmly believe that everyone should have equal access to the products and services we offer. For us, accessibility is more than a compliance measure—it’s about fostering an inclusive environment where all individuals can engage with our brand and fully experience what we have to offer.

As part of our ongoing commitment to providing exceptional service, we continually assess and improve the accessibility of our physical locations, digital platforms, and customer interactions. We understand the importance of ensuring that people of all abilities can enjoy the convenience, safety, and satisfaction that our vehicles bring.

Our team is dedicated to providing accessible solutions in every aspect of our business. This includes creating welcoming facilities, offering adaptive technologies in our vehicles, and maintaining customer service processes that are simple and easy to navigate. We are also committed to ongoing training for our staff, ensuring they can assist customers with diverse needs and deliver the best possible experience.

At Jim Thompson Chrysler, we are proud to break down barriers and promote an environment of inclusion. We remain steadfast in our mission to make mobility accessible for everyone.

Thank you for being a valued member of the Jim Thompson Chrysler family.

Sincerely,

Kyle Lothian
COO & Owner

Jim Thompson Chrysler

 

INTRODUCTION

Jim Thompson Chrysler strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.

Jim Thompson Chrysler is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians.

The plan is reviewed and updated at least once every 5 years.

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies

We maintain records of the training, including the dates on which the training was provided and the number of individuals to whom it was provided.

 

SECTION 1. PAST ACHIEVEMENTS TO REMOVE AND PREVENT BARRIERS

CUSTOMER SERVICE

Achievement: Ensuring physical accessibility of customer service areas. This includes providing accessible seating and accessible washrooms. Consideration for wheelchair users, customers with mobility aids, or those with vision impairments is critical.

Achievement: Providing personal assistance where necessary. Our staff is trained to offer assistance for customers who may require help with physical tasks (e.g., navigating an area, carrying items) or communicating with staff. This results in our customers with disabilities feeling supported and empowered, knowing that help is available when needed.

INFORMATION AND COMMUNICATIONS

Achievement: Making digital platforms and services accessible to all users. This includes ensuring that our website complies with Web Content Accessibility Guidelines (WCAG) 2.0, so that users with visual impairments or other disabilities can easily navigate our online platforms. This has allowed our customers with disabilities to interact with our business online as independently as possible, ensuring that there are no barriers to accessing services, making purchases, or receiving information.

EMPLOYMENT

Achievement: Jim Thompson Chrysler is committed to providing accessible job opportunities for individuals with physical and cognitive disabilities in accordance with the AODA. We offer a wide range of positions across various levels that feature flexible work arrangements, accessible workstations, and assistive technologies. Our hiring process is inclusive, with accommodations available at every stage, from application to interviews. Additionally, we ensure that all employees, regardless of ability, have access to professional development, mentorship, and ongoing support. By fostering an inclusive and supportive work environment, we strive to provide equal opportunities for success and growth for all employees.

TRAINING

Achievement: Providing mandatory accessibility training to all staff members. This ensures that all employees are aware of the needs of individuals with disabilities and understand how to assist them effectively. This includes recognizing barriers, offering support, and using accessible communication methods. Our employees are prepared to assist customers with disabilities appropriately and sensitively, fostering an inclusive environment.

TRANSPORTATION

Achievement: Jim Thompson Chrysler offers a complimentary shuttle service for our service customers, and customers can easily book shuttle rides using accessible means, through text or phone call, and can request any necessary accommodations. Our shuttle van has space for mobility devices to be stored during transport and allows service animals to accompany their handlers to assist any individuals with disabilities.

DESIGN OF PUBLIC SPACES

Achievement: We are committed to ensuring accessibility for all individuals, in line with AODA standards. We have a wheelchair-accessible washroom available for customers and staff, ensuring convenience and comfort for those with mobility needs. Additionally, our staff are thoroughly trained in customer service assistance to support individuals with disabilities, providing a welcoming and inclusive experience. This training ensures that all employees are equipped to assist customers effectively, ensuring their needs are met with respect, understanding, and professionalism.

SECTION 2. STRATEGIES AND ACTIONS

CUSTOMER SERVICE

Jim Thompson Chrysler is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.

Strategy: As part of our ongoing commitment to improving customer service and accessibility, we are working to update a primary communication channel with the introduction of a new phone system. This upgrade is designed to enhance the ease and efficiency of customer communication, making it simpler for all customers—regardless of their abilities—to get the assistance they need. This upgrade is planned for the 2025 year and will allow for:

• Easy access to departments, whether customers are calling about technical support, billing inquiries, or product information, they will be able to reach the appropriate team quickly.
• More accessible service for customers with disabilities, including those with hearing or mobility impairments.
• Faster, more efficient service through intelligent routing and reduced wait times.
• Greater flexibility for customers who may prefer to use voice, text, or other assistive technologies.
• Better customer satisfaction, thanks to an improved overall communication experience.

As part of our continued commitment to customer accessibility and service excellence, we will regularly review and update our communication tools, including this new phone system. We are always open to feedback from our customers and will continue to make improvements to ensure that every customer’s experience is seamless, respectful, and accommodating.

INFORMATION AND COMMUNICATIONS

Jim Thompson Chrysler is committed to making our information and communications accessible to people with disabilities.

Strategy: Improve Social Media Marketing practices. To be inclusive, we need to ensure that our social media content is accessible to people with a wide range of disabilities, including visual, auditory, and cognitive impairments.  We are currently working to implement the following practices into all content posted to our social media pages:

- Alternative Text (alt text) descriptions for images, graphics, and videos. This helps screen readers convey the content of images to users who cannot see them.

- Captions or Subtitles for videos to ensure that people with hearing impairments can understand the content. We will ensure that the captions are synced with the video, accurate, and easy to read.

EMPLOYMENT

Jim Thompson Chrysler is committed to fair and accessible employment practices.

Strategy: At Jim Thompson Chrysler, we are committed to making job applications and employment opportunities accessible to everyone who wants to join our team. We will continue to ensure that our application process is inclusive by providing multiple ways to apply, including alternative formats such as large print and electronic submissions for those with visual or cognitive disabilities. During the hiring process, we offer accommodations such as extended interview times or assistance with assessments to ensure all candidates are able to demonstrate their skills. Our ongoing efforts aim to create a welcoming environment where everyone, regardless of ability, has an equal opportunity to join and thrive at Jim Thompson Chrysler.

TRAINING

Jim Thompson Chrysler is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.

Strategy: Implementation and integration of a web-based HR infrastructure to streamline training, tracking and reporting of all AODA and company-required training is ongoing. Key elements of our new training plan include:

• Training Modules, Assessments, & Certifications that break down required training into modules, include quizzes or assessments at the end of each module to ensure understanding and retention of material, and a certification or acknowledgment that they have met the training requirements.
• Multiple Learning Modalities will be offered to allow employees to access training via multiple formats, including online courses, in-person sessions, and video presentations, to accommodate different learning preferences and accessibility needs.
• Support for Employees with Disabilities will be available with managers being trained on how to assist employees with disabilities in accessing the HR tool, as well as how to provide accommodations for training.
• Tracking Features to track employee participation, completion rates, and assessments within the HR tool.
• Automated reminders for employees to complete their AODA and other required training, as well as reminders for refresher courses or recertification.
• Reporting tools to generate reports that provide an overview of training progress across the organization, identifying areas where employees need further training or assistance.

To ensure ongoing compliance with AODA and other accessibility standards, we will be periodically reviewing and updating our training content and the HR tool itself. We will regularly assess whether the tool remains accessible and if the training content needs to be updated to reflect changes in the law or organizational practices.

DESIGN OF PUBLIC SPACES

Jim Thompson Chrysler will meet accessibility laws when building or making major changes to public spaces.

Strategy: Over the next five years, during any necessary building maintenance or major changes, we are committed to further enhancing accessibility in alignment with AODA standards. We will seize every opportunity to implement additional features such as ramps, power doors, and other accessibility improvements, ensuring that our facilities remain fully accessible to all individuals, including those with mobility challenges. This proactive approach will allow us to continually improve the accessibility of our physical spaces, creating a more inclusive environment for both employees and customers.

 

FOR MORE INFORMATION

For more information on this accessibility plan, please contact:

Shaun Whitman, General Manager – shaun@thompsonchrysler.ca

Kyle Lothian, COO & Owner – kyle@heightonauto.ca

Our accessibility plan is publicly posted at:

jimthompsonchrysler.com

Standard and accessible formats of this document are free on request from:

Jessica Therrien, Executive Assistant – jtherrien@thompsonchrysler.ca – 613-389-4426