How Can I Help? An introduction to the Accessibility Standards for Customer Service

Agenda By the end of this Webinar you will gain a greater understanding of: Disabilities and Barriers Steps to Compliance Where to go for more help

Introduction With a history of discrimination against persons with disabilities, Ontario’s Ministry of Community and Social Services introduced the Accessibility for Ontarians with Disabilities Act (AODA) with the intention of achieving an accessible Ontario by The Act allows for the creation of standards or Regulations in the areas of employment, delivery of goods and services, transportation, communication and the built environment.

Introduction The Government has worked with several committees comprised of people with disabilities, business owners and members of the public to develop the regulations. The Accessibility Standards for Customer Service is the first regulation legislated. The regulation applies to both private and public sector organizations that provides goods and services to the public in Ontario and that have one or more employees in Ontario. According to the regulation, public sector employers must be in compliance by January 1, 2010 and private sector organizations must comply by January 1st 2012.

Introduction A second regulation, the Integrated Accessibility Standards, has also been released and it covers off the areas of transportation, employment standards, information and communication. Compliance dates vary and extend as far out as January Future regulations, still to be developed, will cover off the area of the built environment, facilities and structures.

Disabilities and Barriers

The AODA along with the regulations require organizations to identify and remove barriers preventing people with disabilities from fully participating in daily life. The regulations also require organizations to develop policies and procedures to prevent barriers from occurring in the future.

Disabilities and Barriers A disability is defined as: Any degree of physical disability, infirmity, malformation or disfigurement caused by bodily injury, birth defect or illness. A condition of mental impairment, mental disorder, developmental disability, learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.

Disabilities and Barriers Examples of disabilities include but are not limited to: Hearing impairment Vision impairment Speech impediment Restricted Mobility Mental Health, Intellectual disability, Learning disability A person prone to seizures

Disabilities and Barriers Barriers are defined as something that keeps a person with a disability from fully participating in all aspects of society. Barriers can be visible or invisible and include the following: Attitude Architectural or Structural Information and Communication Technology Systemic

Disabilities and Barriers Attitude is a barrier that refers to the way people think and behave. Architectural and Structural barriers result from the design and layout of the building or facility. Information and Communication are shared between people in many different forms, some of which may be confusing, difficult or impossible to convey or receive a message.

Disabilities and Barriers Technology can actually be an aid or an assistive device however in other cases, technology can become a barrier if not set up with accessibility in mind. Systemic barriers result from the way we are accustomed to doing business.

Disabilities and Barriers When developing policies and procedures, an organization must consider their workplace and how they offer goods and services. As barriers are encountered, the organization must determine a suitable way to ensure these barriers are overcome. All policies, practices and procedures must be consistent with the principles of dignity, independence, integration and equal opportunity. This is the first step to achieving compliance with the standard.

The Customer Service Standard

Customer Service Standard There are several components required to meet compliance for all organizations. The required components include:  Establishing policies, procedures and practices  Ensuring the above are consistent with the principles  Allowing people with disabilities to use their assistive devices  Allowing service animals and support persons  Provide notice of disruption  Provide training  Establishing a method for feedback

Customer Service Standard Organizations with more than 20 employees must also document in writing all their policies and notify the ministry of their progress. Furthermore, they must let customers know their documents are available upon request and the documents shall be provided in a manner that takes into account the person’s disability.

Customer Service Standard There are many ways to provide accessibility. Anything from changing a procedure to installing a device, or simply asking “How can I help?” By staying consistent with the principles listed below, your organization can ensure all policies and practices comply with the accessibility standards for customer service. Independence Dignity Integration Equal opportunity

Customer Service Standard Independence means freedom of control or influence. Dignity means treating all customers as valuable and deserving. Integration means providing services to people with disabilities in the same fashion as other customers. Equal Opportunity means the person with a disability has the same opportunity, benefits, options, chances and results as any other person.

Customer Service Standard Step 2 to achieving compliance requires organizations to allow a person with a disability to use their assistive devices or to be accompanied by a service animal (unless otherwise prohibited by law) or support person. Here it is important for the organization to consider their facility to ensure current practices do not interfere or contradict the principles or standard.

Customer Service Standard Step 3 to achieving compliance requires an organization to provide notice of temporary disruption. Organizations who regularly provide assistive devices to their customers have an obligation to inform when they are out of service.

Customer Service Standard Step 4 to achieving compliance requires an organization to provide training to all staff who interact with the public as well as third parties who provide goods and services on behalf of the organization. Training on company policies and practices must be provided. Additionally, staff must learn how to operate the assistive devices the organization offers, how to communicate with people with various disabilities and how to interact with service animals and support persons should be covered.

Customer Service Standard The last step to achieving compliance requires the establishment of a method or process for receiving and responding to customer feedback.

Where to go from here?

Next Steps Still feel like you need more information? OSG is offering free Accessibility Information Seminars this fall throughout Ontario! Seminars will provide detailed information regarding the steps to compliance along with tips to communicating with people with disabilities, understanding different assistive devices and learning how to interact with support persons and service animals.

Next Steps Sample policies, disruption notices and customer feedback forms will also be provided at the seminar. Register at or call for seminar dates, locations and further information. Be smart, be aware, be informed, be safe.