Transcript Yee Hong Center for Geriatric Care General Staff Meeting

Accessible Customer Service
無障礙客戶服務 Legislation

Accessibility for Ontarians with Disabilities Act,
2005 (AODA)
To achieve accessibility for persons with disabilities in
Ontario by 2025
 Develop accessibility standards
 Enforce the standards
Apply to public and private sectors


Customer Service Standard (1 of 5 mandatory
standards)
Accessible Customer Service
無障礙客戶服務 Standard 標準

Principles






Dignity 尊嚴
Independence 獨立
Integration 綜合
Equal opportunity 平等機會
Respect 尊重
How



Flexible service
Putting the person first
One method does not work for all
Accessible Customer Service
無障礙客戶服務
Yee Hong is committed to
 Providing our services in a way that respects the
dignity and independence of people with disabilities
 Providing people with disabilities the same
opportunity to access and benefit from our services,
in the same place and in a similar way as other
clients
 Excellence in serving all our clients including people
with disabilities
 Developing and implementing policies and
procedures to ensure compliance in our key service
areas
Accessible Customer Service
無障礙客戶服務
What is a “Disability”?

Disability 殘障 may be:






Physical, mental, developmental,
learning
Visible or invisible
One or multiple
Severe or mild
Present at birth, or due to illness,
injury or aging
Use the Right word:
 Disability/Disabled
 Handicapped, Retarded, Dumb
Accessible Customer Service
無障礙客戶服務
What is a Barrier 障礙
Anything that stops a person with disability from
fully taking part because of that disability

Barriers may be



PHYSICAL, e.g. stairs, blockage
COMMUNICATION, e.g. small font size
TECHNOLOGY, e.g. telephones that are not
hearing-aid compatible


SYSTEMIC, e.g. Policies and rules
ATTITUDINAL, e.g. Stereotype, Negative thoughts
and action
Accessible Customer Service
無障礙客戶服務
Communication is key to good
Customer Service




Take the time – ask and identify client needs
Do not assume – ask before you assist
Listen attentively – be patient and flexible
Know the accommodations and services
available
Accessible Customer Service
無障礙客戶服務
Communicating with Person with..

Vision Loss





Do not leave person in middle of room
Remove obstacles
Use large or high contrast print
Do not distract service animals
Hard of Hearing or Deaf



Find quiet place
Do not walk away while speaking
Speak facing client
Accessible Customer Service
無障礙客戶服務
Communicating with Person with..

Physical Disabilities





Ask client how they wish to be assisted
Allow time for client to do things
Follow client’s lead re greetings
If in wheelchair, attempt to meet client at eye level
Ask before moving seating device
Accessible Customer Service
無障礙客戶服務
Communicating with Person with..

Speech or Language Difficulties






Ask client to repeat if you do not understand
Be patient
Ask question that can be answered in yes or no
Keep pen handy, and offer if necessary
Determine if support person required
Mental Health Disabilities



Speak clearly and calmly
Listen carefully
Give information in clear, well organized manner
Accessible Customer Service
無障礙客戶服務
Communicating with Person with…

Learning, Intellectual or Developmental
Disabilities





Provide information in logical, well organized way
Speak in short sentences
Speak directly to client, not support person
Be patient, and allow time for comprehension
if client does not understand, try another method
of communication
Accessible Customer Service
無障礙客戶服務
Communication may be augmented by..

Assistive Device 輔助設備





Wheelchairs
Canes
Walkers
Computer software, etc.
Remember

Ask permission before moving device
Accessible Customer Service
無障礙客戶服務
Communication may be augmented by..

Service Animals 輔助動物 (Subject to
infection control requirements)
 Performs task for person with disability
 Must be under the control of the
individual
 Documentation must be available to
prove it is service animal

Remember

Do not distract, feed, pat or talk to them
Accessible Customer Service
無障礙客戶服務
Communication may be augmented by..

Support Persons支援人員



Family member, friend
Trained professional, e.g. Sign language interpreter,
etc.
Remember

Focus on client
Accessible Customer Service
無障礙客戶服務 Quiz
1.
What is the purpose of AODA
a.
b.
c.
d.
2.
Achieve accessibility for Ontarians by 2025
Ensure development of standards for accessibility
Oversee enforcement of accessibility standards
All of the above
You can always tell when someone has a
disability
a.
b.
True
False
Accessible Customer Service
無障礙客戶服務 Quiz
3.
When you approach a person with disability, you
should
a.
b.
c.
4.
Go ahead and help him even if he did not ask
Ignore him until he asks
Ask him “How may I help you”?
The principles of Accessible Customer Service
are
a.
b.
c.
Equal opportunity, Independence, Dignity and
Integration
Special attention, Admiration, Praise and Appreciation
Accessible, Fast, Standardized, Simplified
Accessible Customer Service
無障礙客戶服務 Quiz
5.
If a person with a walker is sitting in a chair,
you should move the walker without telling
her
a.
b.
6.
True
False
Under the Accessibility Standards for
Customer Service, a support person may be
a friend, family or trained professional
a.
b.
True
False
Accessible Customer Service
無障礙客戶服務 Quiz
7.
The Accessibility Standards for Customer
Service is for
a.
b.
c.
d.
Staff
Volunteers
Service Providers
All of the above