Disability Awareness Training: Inclusive libraries start with us Staff Development Day, Nov Patti-Lynne McLeod and Toby Willis-Camp Outreach Services 1

So why disability awareness training? Saskatchewan has a disability rate of 15%, which translates to over 100, 000 individuals. This is higher than the national average of 13.7% Individuals with a wide variety of disabilities come through our doors. Some disabilities are visible, some are invisible. Regina Public Library staff need to feel supported, confident and comfortable providing services to these individuals. 2

Breakdown of disability in Saskatchewan Pain (71.4 per cent), Flexibility (53.1 per cent) Mobility (50.1 per cent) Hearing (24.4 per cent) Mental/psychological (22.8 per cent) Dexterity (21.8 per cent) Other (ranked highest to lowest): sight, memory, learning, and developmental from People Before Systems (June 2015) 3

Power of Words Words are important and powerful tools in shaping ideas, perceptions and attitudes. Words and how we use them make a difference in the way we think about and relate to people. 4 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Power of Words Activity Everyone raise their hands. We will now read a series of statements with two options. Keep your hand raised if you choose Option A. Lower your hand if you choose Option B. Don’t think too hard – choose quickly! 5

Person First Language 6 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Examples of People First Language SAY…INSTEAD OF… People with disabilitiesThe handicapped or disabled She has a learning disabilityShe’s learning disabled Brain injuryBrain damaged She uses a wheelchairShe is confined to a wheelchair/is wheelchair bound He has a physical disabilityHe’s a quadriplegic/is crippled. 7 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Communication Strategies 8

Cognitive Accessibility AreaDefinition MemoryAbility to remember what has been learned Problem-solvingAbility to understand what happened and possible actions to try AttentionAbility to focus on the task at hand Language comprehensionAbility to understand text and/or oral instructions Visual comprehensionAbility to decode images Perception & processingAbility to bring together information into meaningful chunks 9 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Cognitive Walkthrough - activity 10 BCLA (2014) Library Services for Patrons with Disabilities Workshop

What have we learned? 11 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Cognitive Ramping 1. Get it straight in your head first 2. Start at the beginning 3. One thing at a time 4. One step at a time 5. Use repetition 6. Watch your words 12 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Cognitive Ramping 7. Avoid acronyms 8. Consider readability 9. Go to the person 10. Use pictures 11. Demonstrate or show a video 12. Adapt 13 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Helping Patrons Who Have Vision Loss Identify yourself If the person needs to be guided, you can offer your arm. If the person has a guide dog, walk on the side opposite the dog. As you are walking, note out loud any obstacles such as stairs. Don’t touch the person’s cane or guide dog. If the person puts the cane down, don’t move it. Offer to read written information to patrons who have vision loss. Count out change so that they know which bills are which. 14

Helping Patrons Who Have Hearing Loss Face the person and speak clearly Don’t shout Write your message down if necessary Avoid talking too fast or using complex sentences Keep your hands away from your face Avoid sudden changes of topic Rephrase sentences rather than repeating them When you are working with an interpreter, speak directly to the person you are trying to communicate with, NOT the interpreter. 15

Helping Patrons Who Use Wheelchairs or Other Mobility Devices Don’t push or touch a person’s wheelchair; it’s part of her personal space. Wait for instructions before pushing a chair or lifting its handles. Keep the ramps and wheelchair-accessible doors to your building unlocked and unblocked. Keep entrances, aisles, and ramps clear. Be aware of a person’s reach limits. Place as many items as possible within their grasp. When talking to a person using a wheelchair, grab your own chair and sit at her level. If that’s not possible, stand at a slight distance, so that she isn’t straining her neck to make eye contact with you. 16

Communication tips ①Identify yourself ②Speak directly and clearly to the person ③Listen-speak-listen ④Show and tell or walk and talk (repeat) ⑤Ask for help if you are having difficulty understanding ⑥Make eye contact at the eye level of the person ⑦Show respect and patience 17 BCLA (2014) Library Services for Patrons with Disabilities Workshop

The agent of remedy can be the individual, an advocate or anyone who affects the arrangements or interactions You can make a difference. 18 BCLA (2014) Library Services for Patrons with Disabilities Workshop

Resources and Further Reading Accessibility Standard for Customer Service: Training Resource. Government of Ontario, Accessibility Standard for Customer Service: Training Resource Accessible Library Services for Persons with Disabilities. Ontario Library Association, n.d. Accessible Library Services for Persons with Disabilities Desjardins, M. (2010) “Invisible disabilities,” Feliciter 56(3): Hingsburger, D. (2013) “Cognitive ramping: Principles of plain language and accessible communication,” The Direct Support Workers Newsletter, 2(10), content/uploads/2013/03/sss-vol-2-issue-10-oct.pdf content/uploads/2013/03/sss-vol-2-issue-10-oct.pdf 19

Resources and Further Reading Con’t Roberts, Ann and Richard J. Smith. Crash Course in Library Services to People with Disabilities. Santa Barbara CA: Libraries Unlimited, Saskatchewan. Disability Strategy Consultation. (2014) Our experience, our voice: The reality of today, the opportunity to shape tomorrow.Disability Strategy Consultation Saskatchewan. Saskatchewan Disability Strategy. (2015) People Before Systems: Transforming the Experience of Disability in Saskatchewan.Saskatchewan Disability Strategy Services to People with Print Disabilities Working Group. BCLA. (2014) Disability Awareness Toolkit. Available at The Library Toolshed.The Library Toolshed United Spinal Association. Disability Etiquette. (2015) Tips on Interacting with People with Disabilities.Disability Etiquette 20