About Us

MIssion, Vision & Values

Our Mission

Goodwill provides work opportunities and skill development for people with barriers to employment or independence, and affordable housing for seniors.

Our Vision

Our vision is to enrich our community by improving the lives of people with disabilities or barriers to independence by providing essential programs and services and through partnerships and the responsible use of community resources.

Our Values

We put people first.
We will conduct ourselves with honesty and integrity.
We will hold our staff and volunteers accountable.
We will seek opportunities to incorporate our mission into our business operations.
We will constantly seek out opportunities to collaborate.
We will encourage innovation and risk taking to achieve our mission.
We will provide opportunities for the growth and development of people.
We will strive for excellence.
We believe in the power of work.

AODA Policy

Goodwill Niagara 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.


To ensure all Goodwill Niagara programs and services are accessible to everyone in the community in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer Service. The organization shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to all principles and practices which promote accessibility throughout the organization.




In keeping with its mission Goodwill Niagara is committed to providing accessible, quality services and goods to persons with disabilities in a manner that promotes dignity,independence, integration and equal opportunity.


Goodwill Niagara shall, at all times, make available its services and goods to persons with disabilities in accordance with the Accessibility Standards for Customer Service prescribed under the Accessibility for Ontarians with Disabilities Act, 2005 as amended.


These policies and procedures apply to all goods and services that are delivered by Goodwill Niagara, by any means including in person, by telephone, electronically, by mail, visually,orally or by written means.


This policy applies to all Goodwill Niagara staff, volunteers, and third parties who deal with the public on behalf of Goodwill Niagara.




Goodwill Niagara is committed to excellence in serving all customers including people with disabilities.


  1. Training


Goodwill Niagara will provide training to all employees, volunteers and others.


The training will be provided to staff with the implementation of this legislation and for newly hired employees, as part of their initial overall orientation training.


The training shall include:


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

·      Goodwill Niagara’s Customer Service Policy;

·      How to interact and communicate with people in various types of disabilities;

·      How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or supporting person;

·      How to use the automatic door openers to assist a person with a disability;

·      What to do if a person with a disability is having difficulty in accessing Goodwill Niagara’s goods and services.


The Director of Human Resources shall ensure written training records are maintained, indicating the date on which training was provided, the type of training and the name of the attendee.  


  1. Service Animals


We welcome people with disabilities and their service animals.  Service animals are allowed on the part of our premises that are open to the public.


The Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reasons related to a person’s disability; or (2) if the person provides a letter from the doctor, nurse, psychologist, physiotherapist, chiropractor, or optometrist confirming that the animal is required for reasons relating to the disability.



  1. Assistive Devices


We will ensure that our staff have been trained and are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.



  1. Support Persons


Goodwill Niagara employees will do their utmost to properly provide services to people with disabilities and their support persons. Staff will be properly trained to identify support persons who may be a paid professional,volunteer, family member or friend that may accompany a customer in order to help with communication, mobility, personal care or medical needs or with access to goods and services.



  1. Communication


We will communicate with people with disabilities in ways that take into account their disability.



  1. Notice of Temporary Disruptions


In the event of a planned or an unexpected disruption to services or facilities for customers with disabilities, Goodwill Niagara will post notices promptly, including the reason(s) for the disruption, the anticipated length of time, and description of alternative facilities or services, if available.


  1. Feedback


Goodwill Niagara is committed to continuous improvement.  To this end, anyone who wishes to provide any feedback about how to provide goods or services to a person with a disability and/or improve the Policy, Training Materials and/or this Protocol may do so by contacting the Director of Human Resources for Goodwill Niagara.


All feedback shall be acknowledged by the Director of HR, in writing.  Any action taken as a result of a feedback should be communicated to the person as soon as possible.


Notices will be posted in customer service areas that will notify customers that their feedback is welcomed and valued for the continual improvement of services to people with disabilities.


Staff will make note of feedback given in person, verbally or in writing, online, by telephone, any other means. A simple to use, accessible process for customers to provide feedback or complaints will be in place.



  1. Emergency Situations


Staff will be familiar with emergency procedures and how to assist customers or staff who may require help during an emergency.



  1. Communications and Availability of     Documents


All documents required under the Accessibility Standards for Customer Service, including Goodwill Niagara’s Policy, training materials, training records, notices, feedback records and this Protocol, shall be retained by the head office of Goodwill Niagara.


When providing any documentation to a person with a disability, Goodwill Niagara shall do so in a manner and a format that takes into account the person's disability.



  1. Modifications to This or Other Policies


Any policy of Goodwill Niagara that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.



  1. Questions, Compliments, or Complaints


Anyone with compliment, complaint, question or concern about the Policy,Training Materials or Protocol may contact the Director of Human Resources in person, in writing, by email, by telephone:


Vice President of Operations

Goodwill Niagara

271 Ridley Road,

St. Catharines, Ontario L2S 0B3


Telephone: 905.685.8777 ext 22

Fax: 905.685.7656 Email: nel@goodwillniagara.com


Goodwill Niagara will acknowledge your questions, concerns, compliments and complaints and will provide a written response, together with its findings,within three to five business days of receiving your correspondence.

About Us
Contact Us
Phone: 905-685-8777Email: info@goodwillniagara.com
© 2019 Goodwill Niagara Charitable Number: 140591645 RR0001