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Multi-Year Accessibility Plan

This 2014-18 accessibility plan outlines the policies and actions that Michaels of Canada, ULC (“Michaels”) will put in place to improve opportunities for people with disabilities.

Statement of Commitment

Michaels 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 (“AODA”).

Accessible Emergency Information

Michaels will provide its customers and associates with publicly available emergency information in an accessible way, upon request. We will also provide disabled associates with individualized emergency response information when necessary.

Training

Michaels will provide accessibility training to its associates and vendors on Ontario’s accessibility laws and Human Rights Code as it relates to disabled persons. Michaels has taken the following steps to ensure associates are provided with AODA Customer Service Standards training:

  • All customer-facing Ontario associates received and acknowledged AODA Customer Service Standards training through Michaels training module, Michaels University.
  • All customer-facing Ontario new hires receive training.
  • Training also provided to District Managers, Zone Human Resource Directors, Zone Vice President, and Michaels Store Support personnel.

Michaels will continue to create and provide additional accessibility training to its associates that comports with AODA requirements, to include accommodating disabled associates and providing reasonable accommodation.

Information and Communications

Michaels is committed to meeting the communication needs of people with disabilities. We will engage our associates and customers in interactive dialogue to determine their information and communication needs. Michaels has made its website content accessible based upon its interpretation of WCAG 2.0, Level A standards.

Michaels has taken the following steps to ensure existing feedback processes are accessible to disabled persons upon request by January 1, 2015:

  • Michaels has established accessible means of communication for its customers to provide feedback on our goods and services. Customers may communicate with us in writing via email at custhelp@michaels.com or they may communicate with us verbally by contacting our customer service line at 1-800-MICHAELS. Customers also may participate in our classroom programs with the assistance of their chosen support person (who participates in the class for free). For our hearing impaired customers, Michaels will hire an interpreter as needed.
  • Michaels has established accessible means of communication for its associates to raise issues through its Open Door Policy protocols. Associates may contact us verbally through a Confidential telephone hotline or they may speak directly to any member of management. Alternatively associates may contact us in writing through email or letter. Job coaches, where applicable, are another means of communication through which our associates may communicate with us.

Michaels will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:

  • Develop a protocol for customer service, store management and classroom teams to respond to these requests uniformly and consistently.
    • Explore as part of the protocol, providing large font materials, providing materials in braille, and notifying customers verbally of our policies (over the phone, on website).

Employment

Michaels is committed to fair and accessible employment practices. Michaels engages its customers, applicants, and associates in an interactive dialogue to meet their needs and provide reasonable accommodation. By January 1, 2016, Michaels will take the following steps to notify the public and associates that, when requested, Michaels will accommodate people with disabilities during all phases of the employment relationship (recruitment, application, hire, promotion etc.).

  • Include accessibility guidelines in Associate Handbook and Field HR Manual updates.
  • Partner with Canadian Benefits provider to ensure compliance with accessibility guidelines and duplicate ADAAA accommodation protocols, where applicable.
  • Provide accessibility training to any and all associates involved in the recruiting, hire, promotion, termination processes.
  • Partner with HR in Ontario (ART and Stores) to ensure accessibility needs of associates with disabilities are taken into account if associates are being performance managed (duplicate ADAAA accommodation protocols, where applicable).

Design of Public Spaces

Michaels will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include: service-related elements like service counters, fixed queuing lines, waiting areas and POS devices.

In the event of a service disruption, Michaels will notify the public of the service disruption and alternatives available.

For More Information

For more information on this accessibility plan, please contact Amy Scott, Associate General Counsel at scotta@michaels.com or at 1-972-409-4243 (United States).

Accessible formats of this document are available upon request.