Transcript Slide 1

ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT
(AODA)
Why AODA?
• Customer Service Standard ensures all
businesses in Ontario, identifies, removes,
and prevents barriers linked with
accessibility to customer service
• Ontario’s new accessibility standard
ensures people with disabilities receive
the same great customer service
Why Should We Care?
• It’s the Law
• Compliance with Bill 118 is enforced by the
Ministry of Community and Social Services
• Compliance is a key priority for companies
providing customer service
• Fines up to $50,000/day for individuals
• Fines up to $100,000/day for companies
Objectives of Session
• The AODA Act and the Accessible Customer
Service Regulation
• ACTA’s AODA and Accessible Customer
Service Policy
Objective cont’d
Knowledge at end of session:
• Purpose of AODA and requirements of the Accessible
Customer Service Regulation
• Interaction/communication with clients with disabilities
• Customers who use assistive devices
• Service animals
• Clients accompanied by a support person
• Access to our goods and services
Introduction to
Bill 118
Ontarians with Disabilities Act
• The Ontarians with Disabilities Act passed and
was given Royal Assent in December 2001
• It took 7 years to have this Act passed
• However the Act was full of legal jargon and did
not address all of the issues
Accessibility for Ontarians with
Disabilities Act (AODA)
• AODA became law in 2005 overriding the ODA
• Its goal is to have Ontario accessible by 2025 by removing
barriers in different areas
• Mandatory accessibility standards are being developed for all
businesses providing goods or services to the public
• All Ontario businesses will have to follow Accessibility
Standards to identify, remove, and prevent accessibility
barriers
What Is A Disability?
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AODA adopts a broad definition of disability encompassing physical,
developmental, mental health, and learning disabilities
Disabilities is an umbrella term, covering:
– Impairment: problem in body function or structure
– Activity Limitation: difficulty encountered executing a task or action
– Participation Restriction: problem an individual experiences in
involvement in life situations
Disability is a complex phenomenon, that reflects an interaction between
features of a person’s body and features of the society where he/she
resides
Accessibility Standards
• Customer Service
• Integrated Standards:
– Transportation
– Information and Communications
– Employment
– Built Environment
Accessibility Standards (cont’d)
• Phased-in approach to implementation of
Standards
• Full compliance by 2021
• As of January 1, 2012, all businesses
providing goods and services to public
must be compliant with the AODA
Customer Service Standard
Customer Service Standard
• Is accessible customer service about
ramps or automatic door openers?
• It’s about understanding that people with
disabilities may have different needs
• Providing accessible customer service can
be easy
Customer Service Standard (cont’d)
• Ensures that Ontario businesses providing goods and
services to the public establish policies, practices, and
procedures consistent with these four priorities:
– Independence
– Dignity
– Integration
– Equal opportunity
Customer Service Standard (cont’d)
Compliance in the following areas:
• Allowing customers to select their preferred method of
communication/service and maintain their independence
and dignity
• Providing the same opportunity to access goods and
services as other customers
• Allow access to goods and services in a way that is
integrated with other customers, unless another method
is necessary
Ontario is #1
• Ontario is the first province in
Canada to ensure people with
disabilities are entitled to
customer service standards
• Customers with disabilities have
an annual spending power of
$25B
Fact or Myth?
1 in 7 Ontarians have a disability
Deaf people who use sign language cannot speak
When assisting someone with a vision or physical
disability you should always take them by the arm
People with mental illness are always violent and
should be avoided
Communicating with People
with Disabilties
Communication
• Different degrees and types of disabilities
• Responding to customers’ needs leads to
outstanding customer service
• If not sure how to communicate, ASK
Communication (cont’d)
People with Physical Disabilities
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Only some people use a wheelchair
Someone with a spinal cord injury may have crutches
Some may have difficulty walking longer distances
1. Speaking at length with someone who uses a wheelchair or scooter
• Sit and make eye contact on same level
2. Items such as canes or wheelchairs
• Don’t touch without permission
3. If you have permission to move a wheelchair
• DON’T place them in an awkward, dangerous, or undignified
position
Communication (cont’d)
People with Vision Loss
Vision loss can restrict someone’s ability to read, locate landmarks, or see hazards.
Some customers have a guide dog or white cane, while others may not.
1. Don’t assume the individual cannot see you when you are aware they have
vision loss
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Many people who have low vision still have some sight
2. When you approach the client you should:
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Identify yourself and speak directly to the client
3. You have a document or a feedback form; do you ask them to review it?
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Ask if they would like you to read any printed material out loud to them
4. When providing directions or instructions:
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Be precise and descriptive
5. If needed, offer your elbow to guide them
Communication (cont’d)
People who have hearing loss
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People with hearing loss may be Deaf, Deafened, or Hard of Hearing
Some may also be Oral Deaf
– unable to hear, but prefer to talk instead of using sign language
These terms describe different levels of hearing and/or the way person’s
hearing was reduced or lost
Once client identifies themselves as having hearing loss:
– make sure you are in a well-lit area where they can see
your face and read your lips
Communication (cont’d)
People who have hearing loss (cont’d)
1. How should you attract the customer’s attention before speaking?
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Try a gentle touch on the shoulder or wave of your hand
2. If your customer uses a hearing aid you should:
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Reduce background noise or move to a quieter area
3. If necessary, ask if another method of communicating would be easier
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For example, using a pen and paper
Communication (cont’d)
People who are deafblind
• A deafblind person may have both hearing and vision loss
• Many people who are deafblind will be accompanied by an
intervenor, a professional support person who helps with
communication
• A customer who is deafblind is likely to explain to you how to
communicate with them
• Speak directly to the intervenor, not to your client
Communication (cont’d)
People with speech or language impairments
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Cerebral palsy, hearing loss, or other conditions may make it difficult for people to
pronounce words or cause slurring
Some people who have severe difficulties may use assistive devices
Should you assume that a person with a speech impairment also has another
disability?
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What type of questions should you ask? Ones that require a long answer?
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No
Whenever possible, ask questions that can be answered with “yes” or “no”
Do not interrupt or finish your client’s sentences
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Be patient, don’t rush them – treat them with INDEPENDENCE AND DIGNITY
Communication (cont’d)
People who have developmental or intellectual disabilities
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Developmental or intellectual disabilities, such as Down Syndrome, Autism
or Rett Syndrome, can limit a person’s ability to:
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Learn, communicate, do everyday physical activities, or live independently
You may not know that someone has this disability unless you are told
Tips:
• Don’t make assumptions about what a person can do
• Use plain language
• Provide one piece of information at a time
Communication (cont’d)
People who have learning disabilities
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Learning Disabilities encompasses a number of disorders, such as Dyslexia:
– Dyslexia affects how a person takes in or retains information
– You may recognize the disability when a person has difficulty reading material or
understanding information
Be patient – some people with learning disabilities may take longer to process
information, understand, or respond
Try to provide information in a way that takes into account the customer’s disability
Written words may be difficult to understand for some people with learning
disabilities
Others may have problems with numbers and math
Communication (cont’d)
People who have mental health disabilities
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Some mental health issues affect a person’s ability to think clearly, concentrate or
remember things
Mental health disability – broad term for many disorders ranging in severity
Some clients may experience anxiety due to hallucinations, mood swings, phobias or
panic disorder
Tips:
• If you sense or know a customer has a mental health disability be sure to treat them
with the same respect and consideration you have for other clients
• Ask customer to tell you the best way to help if they appear to be in crisis
• Be confident, calm, and reassuring
Interacting with People with
Disabilties
Interacting
How to interact with people who use assistive devices, and how to use any
equipment that your organization provides to help customers with
disabilities
– What is an Assistive Device?
• tool, technology or other mechanism that enables a person with a
disability to do everyday tasks/activities: i.e. moving,
communicating, or lifting
– Personal Assistive Devices
• wheelchairs, hearing aids, white canes, or speech amplification
devices
Interacting
Assistive Devices (cont’d)
Tips:
• Don’t move assistive devices or equipment, such as canes and
walkers, out of your customer’s reach
• Let customers know about accessible features in the immediate
environment that are appropriate to their needs
– e.g. public phones with TTY service, accessible washrooms, etc.
Interacting
How to interact with a person who has a service animal, or guide dog
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People with vision loss may use a guide dog, but there are other types of service
animals as well
Hearing alert animals help people who are Hearing Impaired
Other service animals alert a person if there’s an oncoming seizure
Under the standard, service animals must be allowed on the parts of our premises
that are open to the public
Tips:
• A service animal is NOT a pet – avoid touching or addressing them
• If you are not certain if it is a pet or service animal, ASK your client
Interacting
How to serve a person accompanied by a support person
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Some people with disabilities may be accompanied by a support person, such as an
intervenor, personal support worker, volunteer, family member, or friend
What could a support person help your customer with?
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communication, mobility, personal care, or medical needs
Welcome support people to workplace/business/meetings
Support persons must be permitted in the part of your premises open to the public
Tips:
• If you’re not sure which person is the customer, take lead from the person
using/requesting goods/services, or simply ASK
• Speak directly to client, not to support person
Interacting
How to assist people with disabilities who need
help accessing your goods or services
• If your client is having difficulty accessing your services,
e.g. online quoting, what is a good starting point?
– simply ask “How can I help you?”
• Your customers are your best source for information
about their needs
• Solutions can be simple
(Your company name)’s AODA Policy/
Customer Service Standard
• Paper copies available at receptions for clients
who request a copy
• Posted on Bulletin boards:
– Include location
• E-copies posted on Website
• Larger print available
Customer Feedback Form
• A good way to learn about barriers that exist in our
workplace is to collect comments from our clients with
disabilities
• We invite customers to give feedback on how we provide
accessible customer service
• It’s important that we let them know how they can access
the form:
– in person, by telephone, in writing, via email, or
otherwise
Temporary Disruption
• For example, if we know in advance the
elevators will be out of service for
maintenance, information will be posted on
our website as soon as possible
Questions?