ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT

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ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES
ACT (AODA)
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Why AODA?

• Customer Service Standard ensures all businesses
  in Ontario, identifies, removes, and prevents
  barriers linked with accessibility to customer
  service
• Ontarios new accessibility standard ensures
  people with disabilities receive the same great
  customer service

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Why Should We Care?

• Its 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

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Objectives of Session

• The AODA Act and the Accessible Customer Service
  Regulation
• ACTAs AODA and Accessible Customer Service
  Policy

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Objective contd

• 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

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Introduction toBill 118
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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

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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

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What Is A Disability?

• 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 persons
  body and features of the society where he/she
  resides

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Accessibility Standards

• Customer Service
• Integrated Standards
• Transportation
• Information and Communications   
• Employment
• Built Environment

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Accessibility Standards (contd)

• 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

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Customer Service Standard

• Is accessible customer service about ramps or
  automatic door openers?
• Its about understanding that people with
  disabilities may have different needs
• Providing accessible customer service can be easy

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Customer Service Standard (contd)

• 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

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Customer Service Standard (contd)

• 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

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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

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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

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Communicating with People with Disabilties
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Communication

• Different degrees and types of disabilities
• Responding to customers needs leads to
  outstanding customer service
• If not sure how to communicate, ASK

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Communication (contd)

• People with Physical Disabilities
• Only some people use a wheelchair
• Someone with a spinal cord injury may have
  crutches
• Some may have difficulty walking longer distances

• Speaking at length with someone who uses a
  wheelchair or scooter
• Sit and make eye contact on same level
• Items such as canes or wheelchairs
• Dont touch without permission
• If you have permission to move a wheelchair
• DONT place them in an awkward, dangerous, or
  undignified position

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Communication (contd)

• People with Vision Loss
• Vision loss can restrict someones ability to
  read, locate landmarks, or see hazards. Some
  customers have a guide dog or white cane, while
  others may not.
• Dont assume the individual cannot see you when
  you are aware they have vision loss
• Many people who have low vision still have some
  sight
• When you approach the client you should
• Identify yourself and speak directly to the
  client
• You have a document or a feedback form do you
  ask them to review it?
• Ask if they would like you to read any printed
  material out loud to them
• When providing directions or instructions
• Be precise and descriptive
• If needed, offer your elbow to guide them

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Communication (contd)

• People who have hearing loss
• 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 persons 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

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Communication (contd)

• People who have hearing loss (contd) 
• How should you attract the customers attention
  before speaking?
• Try a gentle touch on the shoulder or wave of
  your hand
• If your customer uses a hearing aid you should
• Reduce background noise or move to a quieter area
• If necessary, ask if another method of
  communicating would be easier
• For example, using a pen and paper

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Communication (contd)

• 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

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Communication (contd)

• People with speech or language impairments
• 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?
• No
• What type of questions should you ask? Ones that
  require a long answer?
• Whenever possible, ask questions that can be
  answered with yes or no
• Do not interrupt or finish your clients
  sentences
• Be patient, dont rush them treat them with
  INDEPENDENCE AND DIGNITY

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Communication (contd)

• People who have developmental or intellectual
  disabilities 
• Developmental or intellectual disabilities, such
  as Down Syndrome, Autism or Rett Syndrome, can
  limit a persons ability to
• Learn, communicate, do everyday physical
  activities, or live independently
• You may not know that someone has this disability
  unless you are told
• Tips 
• Dont make assumptions about what a person can do
• Use plain language
• Provide one piece of information at a time

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Communication (contd)

• People who have learning disabilities 
• 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 customers disability
• Written words may be difficult to understand for
  some people with learning disabilities
• Others may have problems with numbers and math

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Communication (contd)

• People who have mental health disabilities
• Some mental health issues affect a persons
  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

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Interacting with People with Disabilties
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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

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Interacting

• Assistive Devices (contd)
• Tips
• Dont move assistive devices or equipment, such
  as canes and walkers, out of your customers
  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.

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Interacting

• How to interact with a person who has a service
  animal, or guide dog
• 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 theres
  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

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Interacting

• How to serve a person accompanied by a support
  person
• 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?
• communication, mobility, personal care, or
  medical needs
• Welcome support people to workplace/business/meeti
  ngs
• Support persons must be permitted in the part of
  your premises open to the public
• Tips
• If youre 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

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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

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(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

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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
• Its important that we let them know how they can
  access the form
• in person, by telephone, in writing, via email,
  or otherwise

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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

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Questions?