accessibility and customer service - community living …€¦ · · 2017-03-03someone who has a...

Accessibility and Customer Service

2017 Training Module

Table of Contents

1. Ontario Human Rights Code

2. Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

3. Integrated Accessibility Standards Regulation (IASR)

4. How the Code and AODA work together

5. What is a Disability?

6. Barriers to Accessibility a. Physical Barriers b. Information and Communication

Barriers c. Systemic Barriers d. Attitudinal Barriers

7. Accessible Customer Service

7. Best Practices in Customer Service a. Someone who has a Physical Limitation b. Someone who has a Hearing Limitation c. Someone who is Deaf-Blind d. Someone who has a Visual Impairment e. Someone who has an Intellectual or

Developmental Disability f. Someone who has a Communication

Difference g. Someone who has a Learning Disability h. Someone who has a Mental Health

Disability

8. Personal Assistive Devices

9. Service Animals

10. Support Persons

11. Temporary Disruption of Service

12. Accessing Goods and Services

13. Conclusion

Ontario Human Rights Code

(The Code)

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The Code has primacy. This means that Ontario laws (with a few exceptions) have to follow the Code.

Its goal is to provide for equal rights so as to create a climate of respect where everyone feels part of the community and can contribute fully.

The Code says people with disabilities must be free from discrimination where they work, live, and receive services, and their needs must be accommodated.

The Code is not meant to punish. When discrimination happens, the goal is to fix the situation to provide equal opportunity for the person with a disability.

Ontario Human Rights Code (The Code)

Accessibility for Ontarians with

Disabilities Acts, 2005 (AODA)

Integrated Accessibility

Standards Regulation (IASR)


Disabilities Act ,2005 (AODA)

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The goal of the AODA is for Ontario to be accessible by 2025, by removing and preventing barriers so that people with disabilities can participate more fully in communities. As part of the AODA, the Government of Ontario is developing and enforcing mandatory province-wide accessibility standards in key areas of daily life. The first regulation under the AODA was the Ontario Regulation 429/07 - Accessibility Standards for Customer Service.






Integrated Accessibility Standards

Regulation (IASR)

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The next three standards – Information and Communications, Employment and Transportation – are contained in one regulation called the Integrated Accessibility Standards Regulation or IASR for short. The IASR under the AODA requires training about the Code and how it helps people with disabilities.




IASR

How the Code and AODA

work together

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The Code and the AODA work together in various ways to promote equality and accessibility.

The Code has primacy. It overrides the AODA and other provincial laws when there is a conflict.

The AODA sets accessibility standards that organizations must meet. The human rights principles of the Code help to inform and guide how AODA standards are to be met.

The Code and the AODA are both provincial laws, and both use the same definition of “disability”.






The AODA uses the same definition of “disability” as the Code, which includes both visible and non-visible disabilities:

• any degree of physical disability (including any visual, hearing or speech impediment), or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

• an intellectual or a developmental disability,

• a learning disability;

• a mental health disability;

• including multiple disabilities.

Disability impacts the lives of many Ontarians, and the numbers of people with disabilities is increasing. Today, 15.5% of Ontario’s population has a disability and this number will continue to grow as the population ages.

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What is a Disability?

A disability itself is not a barrier, but barriers exist that can exclude people with disabilities.

When you think about accessibility, it is important to be aware of both visible and invisible barriers. A barrier is anything that keeps someone with a disability from fully participating in all aspects of society.

Barriers to Accessibility

• Physical barriers; • Information and Communication barriers; • Systemic barriers; • Attitudinal barriers.

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There are different types of Barriers:

Physical Barriers

These are design elements that prevent a person who has a disability from accessing a place or service.

Physical barriers include things like: • providing steps but no ramps or elevators;

• doorways that are too narrow for someone who uses a scooter or wheelchair;

• items left in a hallway blocking safe passage and;

• lack of colour contrast between flooring, walls and furniture.


Information and Communication Barriers

Information and Communication barriers are things or situations that make it difficult for people to receive or give information.

Information and Communication barriers include:

• small print size, low colour contrast between text and background or confusing design of printed materials;

• the use of language that isn’t clear or easy to understand;

• signs that are not clear or easy to understand;

• denying a person extra time needed to receive or give information.

Technology, or lack of it, can also prevent people from accessing information. Everyday tools like computers, telephones and other aids can all present barriers if they are not set up or designed with accessibility in mind.


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Systemic Barriers

Systemic barriers can happen when an organization has policies, practices and procedures that restrict a person who has a disability. For example, a clothing store with a “no refund” policy and no way for someone in a scooter to enter the change room.

If there are no policies, practices and procedures on accessibility and how to interact with person who has a disability, that is also a systemic barrier.

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Attitudinal Barriers

Attitude can be the biggest barrier, but it is within our power to change.

Attitude is perhaps the most difficult barrier to overcome because it’s hard to change the way people think or behave.

“Ableism” is a tendency to see people with disabilities as less worthy, underestimating their potential, or excluding them from decisions that affect them.

The agency’s goal is to provide goods and services in a manner that respects the dignity and independence of persons with disabilities by providing a person who has a disability equal opportunity and benefit as people who do not have a disability.


Accessible Customer Service

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If you always start with the person first … you will never go wrong!

Use respectful, inclusive language that emphasizes the person rather than a medical diagnosis. In any interaction it means addressing the person first, then their request and then incorporating accommodations in YOUR actions to assist the person to get what they need or want.

Employees should also tell their manager of any physical, technical, communication method, policy or practice that poses a barrier for a person who

has a disability.

Accessible customer service can mean many things. Mostly, it is the understanding that each individual may need a slightly different type of response from us that will accommodate their unique style of communication and interaction.

Accessibility is about removing barriers, not a person’s disability.

For example, a person who has a visual impairment may need to have information read aloud to them; an individual with a learning disability may need to have instructions written down; and someone who uses a wheelchair may need help finding a route they can use.

“Accessible customer service is good customer service”- courteous, respectful, helpful and prompt.

Accessible Customer Service

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Best Practices in Customer Service

Someone who has a Physical Limitation

1. Speak using a normal voice and directly to the person. Use normal vocal tone and rhythm. Please be patient and allow the person time to respond as muscular control for speech may come into play for that particular person.

2. People with different physical abilities often have their own preferred way of doing things. Ask before you help.

3. Wheelchairs and other mobility devices are part of the person’s personal space – do not touch, move or lean on them.

4. Provide the person information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.) in a respectful and discrete manner.

5. Keep all interior ramps and corridors free of clutter.

6. If a counter is too high or wide, step around it to provide service.

7. Respectfully and privately offer seating for those that cannot stand in line.

8. Be patient. People will identify their needs and requests to you.


Someone who has a Hearing Limitation

1. Attract the person’s attention before speaking. The preferred way is a gentle touch on the shoulder if you are standing close or by gently and discretely waving your hand.

2. Always ask how you can help. Don’t shout. Speak clearly.

3. Be clear and precise when giving directions, and repeat or rephrase if necessary.

4. Face the person and keep your hands and other objects away from your face and mouth.

5. People with hearing impairments may use sign language and will require an interpreter to communicate to a person whose hearing is not affected. Always direct your attention and words to the person - not the interpreter.

6. Any personal (e.g. financial) matters should be discussed in a private room to avoid other people overhearing.

7. If the person uses a hearing aid, try to speak in an area with few competing sounds.

8. If necessary, write notes back and forth to share information.

9. Don’t touch service animals - they are working and have to pay attention at all times.


Someone who is Deaf-Blind

1. Do not assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others may have neither.

2. A person who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them.

3. Do not touch or address a person’s guide dog or service animal - they are working and have to pay attention at all times.

4. Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency.

5. Understand that communication can take some time - be patient.

6. Direct your attention to the person, not the Intervener.

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Someone who has a Visual Impairment

1. Verbally identify yourself before making any physical contact such as shaking hands.

2. If the person uses a guide dog or service animal, do not touch or approach the animal - it is working.

3. Verbally describe the setting, location and things like the paperwork or forms as necessary to your discussion.

4. Offer your arm to guide the person. Ask the person if they may have a preference as to what side you stand or which arm you might offer. Do not grab or pull at the person’s arm, hand, shoulder.

5. Never touch the person without asking permission, unless it is an emergency.

6. Don’t leave the person in the middle of a room. Offer them a seat and then show them to the chair or guide them to a comfortable location.

7. Don’t walk away without saying good-bye.


Someone who has an Intellectual or Developmental Disability

1. Don’t assume what a person can or cannot do.

2. Use accessible language – some people call it plain language.

3. Be prepared to explain and provide examples regarding information.

4. Remember that the person is an adult and unless you are informed otherwise, can make their own decisions.

5. Be patient and verify their and your understanding.

6. If you can’t understand what is being said, don’t pretend. Just ask again.

7. Provide one piece of information at a time.

8. Speak directly to the person - not to their companion or support person.

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Someone who has a Communication Difference

1. If possible, meet and interact in a quiet environment.

2. Give the person your full attention. Don’t interrupt to finish their sentences.

3. Ask them to repeat if necessary, or to write their message.

4. If you are able, ask questions that can be answered ‘yes’ or ‘no’.

5. Verify their and your understanding.

6. Patience, respect and willingness to find a way to communicate are your best tools!

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Someone who has a Learning Disability

1. Respond to any request for verbal information

2. Provide any forms in “check box” format where available.

3. Fill in forms and documents with courtesy.

4. Allow extra time to complete tasks if necessary.

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Someone who has a Mental Health Disability

1. Treat each person as an individual. Ask what would make him/her the most comfortable and respect his/her needs to the maximum extent possible.

2. Try to reduce stress in situations (i.e. extending time lines where able).

3. Stay calm and courteous, even if the person acts in a way that makes them look anxious (i.e. nervous ticks or pacing).

4. Focus on the what they need and how you can help.

5. Always be open to the possibility that the person may need to come back at a time when they determine it is best for them.

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An assistive device is anything built, used, designed, made or adapted that helps a person do every day tasks. They belong to the person using them and they are part of that person’s personal space.

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Personal Assistive Devices

Some examples of Personal Assistive Devices include:

• Teletypewriters (TTY); • Assistive Listening Systems; • Augmentative or Alternate

Communication Devices; • Wheelchairs; • Hearing Aids and; • Special Eating Utensils.

If any person uses personal assistive devices and you have not received training on how to properly activate these devices, you must find out who is on location that is trained

to help those who need to access the device.

You've probably seen someone with vision loss who uses a guide dog but there are other types of service animals who help people with other disabilities as well:

• Hearing alert animals help people who have a hearing impairment;

• Animals trained to alert an individual to an oncoming seizure;

• Service animals trained to assist people with Autism, Mental Health Disabilities, Physical Disabilities and other disabilities.

Service Animals

People who have a disability and are accompanied by a service animal are welcome on agency premises open to the public unless the animal is excluded by law or it is deemed unsafe for the animal to be allowed on the premises. If that is the case, other measures will be used to ensure the person has access to services.

Avoid touching, talking to or making eye contact with the service animal: they are working animals and need to stay focused.

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Support Persons

We welcome and understand the important role of a support person for a person with a disability. A support person can be a paid professional, volunteer, family member or a friend.

To ensure the health and safety of all, the agency may request, depending on the needs of the person, that a person’s support professional is with them when visiting the agency.

If the agency is hosting an event or function and there is a charge to attend, then advance notice will be given if a person’s support person would also be required to pay the charge.

To protect the privacy of a person supported by the agency, the support person may be requested to agree to the provisions of the agency’s Confidentiality Policy and sign an Oath

of Confidentiality.

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Temporary Disruption of Service

If there is a planned or unexpected, partial or complete disruption in agency service normally available to the public, a notice will be posted in a prominent place on the physical premises, posted on the agency’s website or by any other reasonable means considering the circumstances.

The notice of the temporary disruption must include:

• the reason; • the anticipated length of time; • if any alternative services are

available.

Accessing Goods and Services

Common situations and simple things we can do to help people:

• If the absence of a functioning automatic door prevents someone from opening the door, offer to open the door manually.

• If a person is having trouble reading, discreetly ask them if they would like for you to read it to them.

• If a person cannot hear what you are saying, ask if she or he would like you to write out what is being said.

• Above all…SMILE. Stay calm. Ask “How can I help?” Be open to suggestions.

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Community Living Windsor has the following accessibility policies listed below: Multiyear Accessibility Plan Accessibility Policy and Procedure Best Practice for Customer Service Located under the accessibility tab on the Community Living Windsor Website. Customer Service Policy and Procedure Located under the Resource tab on the Community Living Windsor Website.

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Community Living Windsor Accessibility Policies

If an employee requires workplace information in an accessible format they can contact Nicole Morassut, Health and Wellness Manager at 519-974-4221 x208 or fill out the Accessibility Request Form located under the accessibility tab on the Community Living Windsor Website.

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Workplace Information

If you have any questions or concerns about the information found within this module, please contact

Nicole Morassut, Manager, Health and Wellness at 519-974-4221 x208 or your Manager.

Conclusion

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accessibility and customer service - community living …€¦ · · 2017-03-03someone who has a...

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