championing inclusive fm services jean hewitt cromer portland bifm annual conference oxford 2006

Championing Inclusive FM services

Jean HewittJean Hewitt

Cromer Portland

BIFM ANNUAL CONFERENCEOxford 2006

BIFM ANNUAL CONFERENCE Oxford 2006

Agenda

Principles of Inclusive Service Managing the Mosaic Key Facts Sensory Impairments Further information


Principles of Inclusive Customer Services

• Equally welcoming to all• Accepting and Respecting difference• Communication that works

– Good eye & facial contact– Body Language

• Flexibility• Accessible buildings“engaging visitors, not just processing them!”


The FM’s influence is critical to inclusive service provision:

Reception

Security

Cleaners

Catering

Museum Guides

Trainers/Tutors

Contractors

External Suppliers

Postal Services

Building Services

Caretaking

Staff


3 keys to managing the mosaic:

1. Not necessarily admiring someone’s views or choices, but respecting other people’s ways, backgrounds, values and beliefs as different (not better or worse).

2. willingness to be flexible & take risk with new values, ideas and feelings

3. Acknowledging what you don’t know or understand, and be interested enough to address that ignorance


COMMUNICATION

Too much emphasis on difference,provokes stereotyping and allows usto disregard what is similar........... and ignore what we have in common.


Do our own prejudices prevent good customer service?

• Stereotypes• Disrespecting difference• Showing preference• Taking the easy way• Religion, culture, race, colour, appearance, age,

size, education, class, income, ability, disability


Another dimension

physical barriers in buildings barriers in the ability to reach barriers to the ability to see barriers to hearing, communication and

understanding


What is a disability?

“…a person has a disability if they have a physical or mental impairment which has a substantial and long term adverse effect on their ability to carry out normal day to day activities ”

DDA Part 1 - Definition


…..substantial and long term =

Not minor or trivialUsually lasting more than a year

Recently extended by DDA 2005

Intermittent and progressive conditions included from moment of diagnosis.


This may cover people with…..

impaired mobility visual impairment (2m) speech impediment hearing loss (9m+ Deaf & HoH) Tinnitus & loss of Balance reduced dexterity (inc RSI) Reduced ability to orientate & wayfind special educational needs incl. Dyslexia


and also…..

mental health conditions (1 in 4) severe arthritis (90% over 45) long term back problems respiratory and heart conditions epilepsy diabetes incontinence facial disfigurements


10.5+ million people 50% not readily visible 70% during working lives Increasing Impact –ageing population TABs


Therefore, an inclusive environment...... requires much more than the removal of

physical barriers.

challenges attitudinal and cultural barriers to ensure important information and services are equally available to all

requires continued diligence


External routes – unobstructed and dry Management of car parking spaces Internal layouts, spatial arrangements Acoustics and background noise Cleaning times, methodology, materials Maintenance regimes – lighting, HVAC Checking & reviewing assistive aids Controlling signage and displays

Back to welcome screen

The FM championing inclusive The FM championing inclusive servicesservices


What helps?

Equality Training for Staff

Clearly defined policies on interviewing, mentoring, appraisals and access to the workplace for all staff.

Regular consultation with users

Reviewing procedures & feedback regularly


The role of Policies & Procedures

Supplements/substitutes for other service provision shortfalls

Flexible to meet diverse user needs

Accommodate most potential users without special attention i.e. assumes variation in people needs and desire for independence


What helps?

Inviting atmosphere

Minimise distractions & noise

Keep reasonably to time

Flexibility

Keeping visitors informed

i.e. good customer service!


General Etiquette Tips

Offering assistance Communication

– height, visibility, lighting, style of language, body language, environment

re-evaluation opportunities


Sensory Impairments – loss or impairment to sight or hearing


Visual Impairments

(Blind, partially sighted, low vision)

Loss in visual acuity – eg. Macular Degeneration

Loss in visual field – affects peripheral vision eg tunnel vision

Loss in visual field and acuity

VIDEO


Assistive Technology

Websites, tape recorders

Readers; Audio Guides

Guide Dogs; White Cane

Good signage, swell paper

Tactile indicators/paving, Braille


Assistive Technology

Large print

W3C


Hearing Impairments 9mHearing Impairments 9m About 698,000 severely or profoundly deafAbout 698,000 severely or profoundly deaf

(Deaf, hearing impaired, hard of hearing)

1 in 1,000 born Deaf, 55% over 60

A hearing aid amplifies, but never fully corrects a loss

DUAL SENSORY IMPAIRMENT (DeafBlind) 24,000*


Communication Forms

Lip-reading (<60% accuracy) Gestures Finger spelling Finger spelling Sign Supported Language British Sign Language (BSL) Written form – pen, Palentype; SMS text, sub-

titles


What helps?

Maintain face/eye contact Sufficient lighting for lip-reading? Re-phrase rather than repeating lots Sometimes writing things down Plain English Patience!


Assistive TechnologyVibrating Pagers, pillows, wristwatches

Hearing Enhancement Systems

Portable Loop Conference Board

Infra-red

Induction Loop


Assistive TechnologyAssistive Technology

Inductive Couplers; Textphones & BT Inductive Couplers; Textphones & BT Typetalk relay service; mobiles (SMS)Typetalk relay service; mobiles (SMS)

Visual alerts to door bells, fire alarmsVisual alerts to door bells, fire alarms

Coupler Textphone


How inclusive are your services?

Trained staff? Support & Assistance available? Alternative formats offered? Hearing enhancement systems working? Clear notices and signs Unobstructed access maintained

Knowing your buildingsPlanning access AND egress


Can everyone……?

Get to, into and out of the buildings? Move around inside? Use your facilities? Get out in an emergency? Take part in activities? Feel included and welcomed?


• It is not a marginal issue.• It will have an increasing impact

Preventing discrimination is about removing the barriers but

– barriers are not always physical

Access is a journey, NEVER a destination!.


www.bifm.org – access and inclusion group

Disability Rights Commission www.drc-gb.org

Deafness & Hearing Loss www.rnid.org.uk

Visual Impairments www.rnib.org.uk

Cerebal Palsy: www.scope.org.uk

Mental Health www.mind.org.uk

Further Information


Cromer Portlandwww.cromer-portland.uk.com

Thank you for listening

Thank you for listening.

championing inclusive fm services jean hewitt cromer portland bifm annual conference oxford 2006

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