1. AODA Awareness for Volunteers
2018

2. Accessibility for Ontarians with Disabilities Act (AODA)
Background
Ontario’s Human Rights Code (and other human rights codes across Canada) prohibit discrimination against people on the grounds of disability in the provision of services.
Requirement by law
The Royal College is required by law to ensure that staff and volunteers are aware of the legislation and appropriately trained.

3. Accessibility for Ontarians with Disabilities Act (AODA)
The Purpose of AODA – Ontario’s Accessibility Standard:
AODA aims to give people with disabilities the
same fair and equitable access to programs and
services as people without disabilities.
AODA requires that all staff and Volunteers are aware of their responsibilities.

4. Accessibility for Ontarians with Disabilities Act (AODA)
Our Commitment
The Royal College is committed to treating all people in a way that allows them to maintain their dignity and independence through integration and equal opportunity. We are committed to meeting the needs of people with disabilities in an appropriate and timely manner, and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
The Royal College ensures that its policies, practices and procedures are consistent with the core principles of AODA.

5. Accessibility for Ontarians with Disabilities Act (AODA)
The Royal College aims to ensure its policies, practices and procedures are consistent with the 4 core principles of AODA
Dignity — Goods and services are provided in a manner that is respectful to persons with a disability and does not diminish the person’s importance.
Independence — Accommodating people’s disabilities means respecting their right to be independent and to choose the way they wish to receive goods and services.
Integration — Wherever possible, services will be provided in a manner that enables people with disabilities to fully benefit from the same services, in the same place and in the same or a similar way as others. This may require alternative formats and flexible approaches; it means inclusiveness and full participation. This is a fundamental human right.
Equal Opportunity — Service is provided to persons with disabilities in a way that their opportunity to access goods and services is equal to that given to others.

6. AODA Awareness for Volunteers
Why is AODA awareness important to RC volunteers?
Under AODA’s “Customer Service Standard” Royal College staff and volunteers are required to consider a person’s disability when interacting with them, e.g., during Royal College committee meetings and other events, or administering exams. This includes:
Allowing assistive devices & service animals and/or support persons
Informing a person who has a disability when accessible facilities or services are temporarily unavailable.

7. AODA Interacting with People who have Disabilities
Tips for interacting with people who have physical or mobility disabilities
Ask before you help; people with disabilities often have their own ways of doing things
If you have permission to move a person’s wheelchair, ensure they are comfortable, dignified and safe
If you need to have a lengthy conversation with someone who uses a wheelchair or scooter, consider sitting so you can make eye contact at the same level
Think ahead; remove any items that may cause a physical barrier, such as boxes left in an aisle
Keep in mind that a person’s physical disability may not be visible or obvious. For example, a person may have difficulty standing for long periods of time and may ask to sit while waiting.

8. AODA Interacting with People who have Disabilities
Tips for interacting with people with vision loss:
Identify yourself when you approach; speak directly to the person if they are with a companion/support person
Ask if they would like you to read any printed information out loud to them, e.g., in an exam environment, ask if they would like you to read the instructions that are taped to the wall outside the exam room
Identify landmarks or other details to orient the person to the surroundings. For example, if you’re approaching stairs or an obstacle, say so
If you need to leave the person, let them know, and guide them to a comfortable location before you leave.

9. AODA Interacting with People who have Disabilities
Tips for interacting with people with hearing loss:
As needed, attract the person’s attention before speaking; try a gentle touch on the shoulder or a hand gesture
Maintain eye contact. Use body language, gestures and facial expression to help you communicate
If necessary, ask if another method of communicating would be easier, for example, using a pen and paper
When using a sign language interpreter, look and speak directly to the person, not to the interpreter.

10. AODA Interacting with People who have Disabilities
Tips for interacting with people with speech or language disabilities:
Some conditions may make it difficult for a person to pronounce words or express themselves, and they may use a communication board or other assistive devices
If the person uses a communication device, take a moment to read visible instructions for communicating with them
Don’t assume that a person who has difficulty speaking doesn’t understand you.

11. AODA Interacting with People who have Disabilities
Tips for interacting with people with learning disabilities:
Be patient and allow extra time if needed. People with some learning disabilities may take a little longer to process information, or to understand and respond
Try to provide information in a way that works for that person (e.g. some people with learning disabilities find written words difficult to understand, while others may have problems with numbers and math)
Be willing to rephrase or explain something again in another way, if needed.
Tips for interacting with people with developmental disabilities:
Don’t make assumptions about what a person can or cannot do
Don’t exaggerate your speech or speak in a patronizing way
Provide one piece of information at a time
If you’re not sure of what is being said to you, confirm by summarizing or repeating what was said, or politely ask them to repeat it
Ask the person if they would like help reading any material or completing a form, and wait for them to respond.

12. AODA Interacting with People who have Disabilities
Tips for interacting with people with mental health disabilities:
If you sense or know that a person has a mental health disability, treat them with the same respect and consideration you have for everyone else
Be confident, calm and reassuring; respect personal space
Limit distractions that could affect the person’s ability to focus or concentrate
Respond to the person’s immediate behaviour and needs. Don’t be confrontational. If needed, set limits with the person as you would others. For example, “If you scream, I will not be able to talk with you.”

13. AODA Interacting with People who have Disabilities
Tips for interacting with people who use service animals:
Don’t touch or distract a service animal; it’s not a pet, but rather a working animal and has to pay attention at all times
If you’re not sure if the animal is a pet or a service animal, …ask
The person is responsible for the care and supervision of their service animal.
Tips for interacting when a support person is present:
Confirm with the person whether they wish the support person to be present while confidential matters are being discussed
Identify ahead of time if there are situations where a support person might be required to accompany a person with a disability for health or safety reasons, and consider how you would handle such situations.

14. AODA Interacting with People who have Disabilities
Tips for providing over-the-phone service:
Speak normally; clearly and directly
Don’t interrupt or finish the person’s sentences. Give the person time to explain or respond
If the person is using an interpreter or a telephone relay service, speak normally to the person, not to the interpreter
If you encounter a situation where, after several attempts, you and the person cannot communicate with each other, consider making alternate arrangements that may work better.

15. Accessibility for Ontarians with Disabilities Act (AODA)
The Royal College welcomes your feedback.
If, while working on behalf of the Royal College, you encounter any accessibility issues with providing services to people with disabilities, please contact us at:
Tel: , or toll free: X 224
Regular mail: Royal College of Physicians and Surgeons of Canada, Echo Drive, Ottawa, ON K1S 5N8 Canada

16. AODA – Additional Information
We recommend you review the Royal College AODA staff policy at:
Royal College AODA Staff Policy
To view AODA customer service standard in more detail – a video here:
Customer service standard (35 minutes)
To view the AODA Regulation: