Sustainability The role of the “enhanced training” group in ensuring ongoing compliance throughout the Library.

Ongoing Compliance

Your Role Ensure that departmental guidelines, procedures and practices are (and remain) accessible. Assist in implementation of library guidelines. Ensure that training is available to staff. – Ongoing training in connection with changes made to relevant policies, procedures and practices. – Training about accessibility related to new duties. – Training for new staff.

Plan, Ready, Set = Accessible Practise inclusive, universal design. Plan for accessibility from the start. Remember the 4 principles: dignity, independence, integration and equal opportunity. Be flexible! Ask yourself: Are there any implications for accessibility in this decision?

Staff Sessions Let’s take a look at what the staff sessions will contain.

Overview Full Participation – The Vision video Q&A about the modules – A few scenarios Highlights of the modules – Daily Commitment* – Communication Pact* – Tips* What the University and the Library is doing

Daily Commitment Every interaction is an opportunity for accessible service. – Model best practices for interacting and communicating with persons with disabilities. – Proactively identify and report barriers. – Know what to do when someone encounters a barrier in your department. – Inform people about feedback process.

Communication PACT P ay calm, individual attention to the other person A sk “How may I help?” to meet needs C ommunicate clearly, patiently T reat the other person with respect, as a unique individual What are some communication tips from the modules?

Great Service: How may I help?

INCREASING ACCESSIBILITY EVERY DAY STAFF SESSION Let’s look at some tips to meet the 4 principles! With thanks to Accessibility at Western! (

This person can’t figure out what the customer is saying.

Tip: Keep pen and paper handy and offer it to the person.

Increasing Independence: Assistive Devices An extension of a person’s capabilities Increase independence

Tip: “Please don’t lean over, touch, or move my Assistive Device; it’s an extension of me.”

Talking with a person in a wheelchair for more than a short while?

Tip: Get eye to eye; avoid neck strain.

Maintaining Dignity Allow service animals. Types of service animals: – Guide dog – Hearing or signal animal – Mobility assistance animal – Seizure response animal – Therapeutic assistance animal

Tip: Working Dog - do not pet or distract.

Tip: Pay attention to the owner.

Maintaining Dignity: Service Animals

Maintaining Dignity: Support Persons Welcome support persons. Support persons: Guides Interpreters Note-takers, scribes, readers Personal care

Tip: “Talk to me, not to my support person.” Interpreter

Your Role Applying the 4 principles to daily services provision. Meeting your Daily Commitment. Ensuring your Communication PACT. How Library Services for Persons with Disabilities can help? Helps fulfill the duty to accommodate. Ensures the provision of assistive learning tools. Provides support for students and Library staff. Liaisons with OPD for provision of: – Assistive devices as required. – Specialized library services. – Alternate formats. – Additional support for students.

Q&A – What else would you like staff sessions to include? Let’s talk about areas you feel your staff should receive more info, clarification… – Anything we have you feel is unnecessary? Why? – What else?

TRAINING LEVELS Let’s talk about training levels required for staff moving forward.

Casuals, Contracts, Coops High level of public interactions: – Training using COU modules – Small group / one-on-one discussion with training lead Low level of public interactions: – Training using COU modules – OR Booklet

Regular Staff New Staff: – Training using COU modules – Small group follow-up once a semester Led by training lead or department head Cross-departmental Existing Staff: – Refreshers – Guideline sessions – Additional based on duties assigned

Managers, Supervisors +... Enhanced training for those that have a strong involvement in at least one of the following: – the development and establishment of guidelines/procedures/policies. – the development/planning of public-facing workflows. – the development of training for staff (e.g. creation of training plan – not only the delivery of training). + Not all supervisors require this level of training.

TOOLS & RESOURCES

Compliance Tools Guide to the Accessibility Standards for Customer Service – serv-reg&doc=guide&lang=en serv-reg&doc=guide&lang=en Compliance Manual: Accessibility Standards for Customer Service – serv-reg&doc=workbook&lang=en serv-reg&doc=workbook&lang=en

Resources Guide to planning accessible meetings – doc/gpim/page08.shtml doc/gpim/page08.shtml Office for Persons with Disabilities – bilities/ bilities/ Disability Awareness Kit – State Library of Victoria, Australia – come.htm come.htm

Readings Canadian Library Association: Canadian Guidelines on Library and Information Services for People with Disabilities – esources/PositionStatements/Canadian_Guidel ines_1.htm esources/PositionStatements/Canadian_Guidel ines_1.htm American Library Association: Library Services for People with Disabilities Policy – issues/libraryservices.cfm issues/libraryservices.cfm