Service Animals

The uWaterloo Library is committed to welcoming people with disabilities who are accompanied by a service animal.
We will ensure that all staff dealing with the public are trained in how to interact with people with disabilities who are accompanied by a service animal.
The owner of the service animal is responsible for maintaining control over the service animal at all times. Further, the owner is responsible for any damages caused by the service animal.

A service animal is any guide, hearing or signal dog or other animal individually trained to assist a person with a disability.
The most common service animals are dogs; nowadays, other species, such as monkeys, ferrets, or miniature horses, are used to provide support.
For example, a mobility assistance animal may fetch, pull a wheelchair, or push an elevator button; a seizure response animal warns a person of an impending seizure or provides aid during a seizure.
Most service animals are identified by a 'uniform' such as a harness or vest.
Under the standard, an animal is a service animal if it is readily apparent that the animal is used by a person for reasons relating to his or her disability.
- Alternatively, the person may have a letter from a physician or nurse verifying that the animal is required for reasons relating to his or her disability.
- Typically, only staff in human resources or the disability services office would have access to medical documentation.

Pay attention to the owner.
Avoid petting or talking to a service animal; the animal is working and must not be distracted from its tasks.
If the animal is off-harness, request permission before petting or talking to it..
Do not request that the animal be left in a different location, such as outside an office.

If it is not readily apparent that an animal in the Library is a service animal, refer the issue to a manager or to the
Co-ordinator, Library Services for Persons with Disabilities (x33012), as appropriate.
- The Office for Persons with Disabilities (x35082) may be contacted for assistance.
You may ask if the animal is a service animal, or what services the animal provides.
You cannot ask questions about a person's disability.
If necessary, indicate that only service animals are allowed in the Library.
In a workshop or event, if someone is severely allergic to the service animal, it is best to separate the individuals.
- Speak to the individuals involved to find a solution that accommodates both.
- Contact the Co-ordinator, Library Services for Persons with Disabilities, for further assistance.

Department Head, Information Services and Resources, Porter

Library Associate/Coordinator, Services for Persons with Disabilities
November 1, 2011

AODA Toolkit • Customer Service Standard