ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)

1. ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)

2. 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

3. 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

4. Objectives of Session • The AODA Act and the Accessible Customer Service Regulation • ACTA’sAODA and Accessible Customer Service Policy

5. 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

6. Introduction toBill 118

7. 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

8. 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

9. 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 person’s body and features of the society where he/she resides

10. Accessibility Standards • Customer Service • Integrated Standards: • Transportation • Information and Communications    • Employment • Built Environment

11. 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

12. 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

13. CustomerService 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

14. 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

15. 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

16. 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

17. Communicating with People with Disabilties

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

19. Communication (cont’d) 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 • Don’t touch without permission • If you have permission to move a wheelchair • DON’T place them in an awkward, dangerous, or undignified position

20. 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. • Don’t 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

21. Communication (cont’d) 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 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

22. Communication (cont’d) People who have hearing loss (cont’d) • How should you attract the customer’s 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

23. 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

24. Communication (cont’d) 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 client’s sentences • Be patient, don’t rush them – treat them with INDEPENDENCE AND DIGNITY

25. Communication (cont’d) People who have developmental or intellectual disabilities • Developmental or intellectual disabilities, such as Down Syndrome, Autism or Rett Syndrome, can limit a person’s 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:  • Don’t make assumptions about what a person can do • Use plain language • Provide one piece of information at a time

26. Communication (cont’d) 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 customer’s disability • Written words may be difficult to understand for some people with learning disabilities • Others may have problems with numbers and math

27. Communication (cont’d) People who have mental health disabilities • 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

28. Interacting with People with Disabilties

29. 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

30. 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.

31. 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 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

32. 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/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

33. 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

34. (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

35. 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

36. 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

37. Questions?