Americans with Disabilities Act Implementation Plan
Glencroft Center for Modern Aging (d/b/a for Friendship Retirement Corporation)
Plan period: November 6, 2026 – November 5, 2029

Download the complete Americans with Disabilities Act Implementation Plan (PDF, 13 pages)

The complete PDF includes the signed policy statement and printable complaint forms in English and Spanish.

Policy Statement

Glencroft Center for Modern Aging (GCMA) a d/b/a for Friendship Retirement Corporation is committed to ensuring digital and physical accessibility for people with disabilities. We strive to ensure that our programs, services, facilities, and website are accessible to all individuals.

Our Commitment

We are committed to complying with the Americans with Disabilities Act (ADA) and applicable Arizona accessibility laws. We actively work to improve accessibility and usability for everyone.

Website Accessibility

We aim to ensure our website conforms to Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards.

To support accessibility, we:

  • Provide alternative text for images
  • Use clear headings and structured content
  • Ensure keyboard navigability
  • Maintain sufficient color contrast
  • Provide accessible documents whenever possible

Accessibility is an ongoing effort, and we regularly review our website to improve usability.

Physical Accessibility

We work to make our facilities and events accessible. This includes accessible parking, entrances, restrooms (where applicable), and reasonable accommodation for programs and services.

Feedback

We welcome feedback on the accessibility of our organization and website. If you encounter barriers or have suggestions for improvement, please contact our ADA Coordinator.

John Thorhauer, CEO
Glencroft Center for Modern Aging

Rights Under the ADA – English

Notifying the Public of Rights Under the ADA

Glencroft Center for Modern Aging (GCMA)

The Glencroft Center for Modern Aging operates its programs and services without regard to disability in accordance with the Americans with Disabilities Act (ADA) of 1990, Section 504 of the Rehabilitation Act of 1973. Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under ADA may file a complaint with Glencroft Center for Modern Aging.

For more information on the Glencroft Center for Modern Aging civil rights program, and the procedures to file a complaint, contact ADA Coordinator via email (grants@glencroft.com), by phone (623) 847-3199, or in person at 8611 N 67th Ave, Glendale, AZ 85302. For more information, visit www.glencroft.com/ada.

A complainant may file a complaint directly with the City of Phoenix Public Transit Department or the Federal Transit Administration (FTA) by filing a complaint directly with the corresponding offices of Civil Rights: City of Phoenix Public Transit Department: ATTN: ADA Coordinator, 302 N. 1st Ave., Suite 900, Phoenix AZ 85003 FTA: ATTN: Title VI Program Coordinator, East Building, 5th Floor-TCR 1200 New Jersey Ave., SE Washington DC 20590

Para información en Español llame Mike McCammond at (623) 847-3004.

The above notice is posted in the following locations: All FTA funded vehicles, the GCMA Transportation Managers Office and public bulletin boards at Glencroft.

This notice is also posted online at Glencroft.com/ada

ADA Complaint Procedures – English

Glencroft Center for Modern Aging welcomes comments, compliments, and complaints from individuals about their experiences using Glencroft Center for Modern Aging services. This input helps us identify areas needing improvement, and commendations are always appreciated.

All complaints are carefully reviewed, and those submitted by individuals who experience accessibility or ADA-related problems are additionally reviewed for adherence to Glencroft Center for Modern Aging policies by ADA Coordinator.

To file an ADA-related service complaint, customers may contact Glencroft Center for Modern Aging using any of the following methods:

Glencroft Center for Modern Aging will investigate the complaint and promptly communicate a response to the customer with 10 business days.

All submittal methods will result in the Customer Relations department receiving the complaint information and entering it into the customer comment database, which documents every complaint received and all related follow-up activities.

Customers with an ADA-related complaint will receive a complaint confirmation/tracking reference number, usually within the same day but no later than ten (10) business days from the day Glencroft Center for Modern Aging receives the complaint.

If the customer does not receive a response within the ten (10) day timeframe, he or she can call Mike McCammond at (623) 847-3004 to obtain the confirmation/tracking reference number. The responsible Glencroft Center for Modern Aging operating divisions or administrative departments investigate all complaints and implement any corrective actions to be taken.

Complaints involving ADA or accessibility elements receive an additional review by Chief People Officer after the investigation has been completed. After the ADA Compliance oversight review has been completed, the ADA Coordinator will provide a written reply to the customer, to the contact address provided, within ninety (90) days of receiving the complaint. All complaints are investigated within a few weeks, but some may require more extensive investigation, or require more time to identify corrective measures. In any case, a written reply will be provided to the customer within ninety (90) days.

Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.

Aviso del Decreto ADA – Español

Notificando los Derechos del Público Bajo el Decreto ADA

Glencroft Center for Modern Aging

Glencroft Center for Modern Aging opera sus programas y servicios sin tomar en cuenta discapacidades, en conformidad con el Decreto de Americanos con Discapacidades (ADA) de 1990, Sección 504 del Decreto de Rehabilitación de 1973. Cualquier persona que crea que ha sido agraviada por cualquier práctica discriminatoria ilegal bajo el decreto ADA puede registrar una queja con Glencroft Center for Modern Aging.

Para más información sobre el programa de derechos civiles de GCMA’s, y los procedimientos para registrar una queja, comuníquese con ADA Coordinator domicilio electrónico (grants@glencroft.com), o teléfono (623) 847-3004, o visite nuestra oficina administrativa en: 8611 N 67th Ave, Glendale, AZ 85302.

Para más información, visite www.glencroft.com/ada.

Un/a demandante puede registrar una queja directamente con el Departamento de Transporte Público de la Ciudad de Phoenix o con la Administración Federal de Transporte “FTA”, registrando una queja directamente con la oficina correspondiente de Derechos Civiles. Ciudad de Phoenix: City of Phoenix Public Transit Department, ATTN: ADA Coordinator, 302 N. 1st Ave., Suite 900, Phoenix AZ 85003 Administración Federal de Transporte: Federal Transit Administration, ATTN: Title VI Program Coordinator, East Building, 5th Floor-TCR 1200 New Jersey Ave., SE Washington DC 20590

The above notice is posted in the following locations: All FTA funded vehicles, the GCMA Transportation Managers Office and public bulletin boards at Glencroft.

This notice is also posted online at Glencroft Center for Modern Aging (Glencroft.com/ada)

Proceso de Quejas del Servicio Relacionado con el Decreto ADA – Español

Glencroft Center for Modern Aging les da la bienvenida a los comentarios, los cumplidos, y las quejas de los clientes, con respecto a sus experiencias usando los servicios de Glencroft Center for Modern Aging. Los comentarios de nuestros clientes nos ayudan a identificar las áreas que necesitan mejoramientos, y los cumplidos siempre son apreciados.

Todas las quejas de los clientes se consideran cuidadosamente, y a aquellas enviadas por clientes que hayan tenido problemas de accesibilidad o relacionadas con el decreto ADA Compliance Coordinator les hará una revisión adicional para asegurar el cumplimiento de las normas de Glencroft Center for Modern Aging.

Para registrar una queja de servicio relacionada con el decreto ADA, los clientes se pueden comunicar con usando cualquiera de los siguientes métodos:

Glencroft Center for Modern Aging investigará la queja y le comunicará oportunamente la respuesta al/la cliente dentro de 10 días laborales.

Todos los métodos de envío darán como resultado que el departamento de Relaciones con el Cliente reciba la información de la queja y la ingrese en la base de datos de comentarios del/la cliente, en la cual se documenta cada queja recibida y todas las actividades de seguimiento relacionadas. Los clientes con una queja relacionada con el decreto ADA recibirán un número de referencia de confirmación/rastreo de la queja, generalmente dentro del mismo día, pero a más tardar diez (10) días laborales a partir del día en que Glencroft Center for Modern Aging reciba la queja. Si el/la cliente no recibe una respuesta dentro del plazo de diez (10) días, puede llamar a Mike McCammond al (623) 847-3004 para obtener el número de referencia de confirmación/rastreo.

Las divisiones operativas o los departamentos administrativos responsables de Glencroft Center for Modern Aging investigan todas las quejas e implementan cualquier acción correctiva que se deba tomar. Aquellas quejas que involucren al decreto ADA o a elementos de accesibilidad recibirán una revisión adicional por Chief People Officer después de que se haya completado la investigación. Después de que se haya completado la revisión de supervisión de cumplimiento bajo el decreto ADA, Relaciones con el Cliente proveerá una respuesta por escrito al/la cliente, al domicilio de contacto proporcionado, dentro de los noventa (90) días después de que se reciba la queja. Todas las quejas se investigan dentro de unas cuantas semanas, pero algunas pueden requerir una investigación más extensa o requerir más tiempo para identificar medidas correctivas. En cualquier caso, se proveerá una respuesta por escrito al/la cliente dentro de los noventa (90) días.

Ya sea que nuestros clientes presenten quejas sobre problemas con el servicio o que compartan una buena experiencia, nosotros agradecemos la oportunidad de servirles.

Complaint Forms / Formularios de queja

Download the ADA complaint form in English (PDF pages 7-8)

Descargar el formulario de queja en español (páginas 12-13 del PDF)

Alternative formats and languages are available upon request. For assistance, contact Mike McCammond at (623) 847-3004 or grants@glencroft.com.