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  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 What is a “Disability”?

Accessible Customer Service 無障礙客戶服務  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 What is a Barrier 障礙 Anything that stops a person with disability from fully taking part because of that disability

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. Achieve accessibility for Ontarians by 2025 b. Ensure development of standards for accessibility c. Oversee enforcement of accessibility standards d. All of the above 2. You can always tell when someone has a disability a. True b. False

Accessible Customer Service 無障礙客戶服務 Quiz 3. When you approach a person with disability, you should a. Go ahead and help him even if he did not ask b. Ignore him until he asks c. Ask him “How may I help you”? 4. The principles of Accessible Customer Service are a. Equal opportunity, Independence, Dignity and Integration b. Special attention, Admiration, Praise and Appreciation c. 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. True b. False 6. Under the Accessibility Standards for Customer Service, a support person may be a friend, family or trained professional a. True b. False

Accessible Customer Service 無障礙客戶服務 Quiz 7. The Accessibility Standards for Customer Service is for a. Staff b. Volunteers c. Service Providers d. All of the above