1. Customer Service Accessibility Standards
Presented by the Diocese of Rupert’s Land and MNO Synod

3. What Customer Service Accessibility Standard is NOT
This is NOT a Diocesan or MNO Synod based initiative – this is a Government of Manitoba Standard
This is NOT about alterations to your physical building.
This is NOT OPTIONAL
4. This is NOT difficult

4. Presentation Objectives
Learn about The Accessibility for Manitobans Act (AMA) and types of barriers.
Customer Service Standard under the AMA
Tips on Accessible Customer Service
How does this apply to the Diocese of Rupert’s Land and MNO Synod

7. The AMA’s Accessibility standards cover the following areas and will be introduced in phases.
Phase One:
Customer Service Standard (introduced Nov 2015 – compliance by November 2018)
Other Phases which do not affect us at this time:
Employment (draft legislation)
Information and Communication (in progress)
Transportation
Built Environment (Public Spaces)

8. What The Accessibility Act for Manitobans
IS ABOUT
Meeting communication needs of clients, such as providing large print materials, hearing assistive devices and designing websites that are reader-friendly
Allowing assistive devices, such as walkers, wheelchairs and oxygen tanks
Welcoming customers accompanied by support persons
Allowing service animals in public areas
Removing clutter, snow and ice, and other tripping hazards in hallways, entrances and elevator lobbies
Notifying customers when elevators and accessible washrooms are out of order and making alternate arrangements if possible
Receiving and responding to feedback about accessibility
Training employees on accessible customer service

9. Section 2:
The Accessible Standard for Customer Service

12. Preparing for Accessible Customer Service
Put the customer first; let the principles of independence, dignity, access and equality guide you.
Obligations
Identify barriers to Accessible Customer Service
Remove barriers to Accessible Customer Service
Prevent the creation of barriers to Accessible Customer Service
Provide equivalent customer service

15. WORDS with DIGNITY Language is powerful Use respectful terms when
referencing persons with disabilities.
Use…
Instead of…
person with diabetes, arthritis, etc.
afflicted with
suffers from
person with a disability
the disabled
the handicapped
person with a mental illness
person with a mental health issue
the mentally ill
insane
crazy
psychotic
person who is hard of hearing
person who is Deaf
the Deaf
person who is Deaf-Blind
deaf and dumb
deaf mute
person who is blind
person who is visually impaired
the blind

16. WORDS with DIGNITY continued USE… INSTEAD OF…
person with Downs Syndrome
Person with an intellectual disability
Person with a developmental disability
Downs
Imbecile
Mentally retarded
Mentally challenged
Person who stutters
Person with a communication disability
Stutterer
Speech handicapped
Person with a mobility disability
Person with a spinal cord injury
Physically challenged
Crippled
Person who uses a wheelchair
Confined to a wheelchair
Wheelchair bound
Accessible parking
Accessible washroom
Handicapped parking
Handicapped washrooms
Person without a disability
Normal
If in doubt, ask

17. Creating Customer Service Practices and Policies
Section 3:
Creating Customer Service Practices and Policies
Becoming accessible means developing policies on how your organization will provide service to customers with disabilities.
Remember the principles of independence, dignity, and equal opportunity as you create your policies.

19. Sample Policy/Practices/Processes
Communication/Information
All staff will communicate with people disabled by barriers in ways that take into account the nature of the barrier. This may include:
How can I help? Paper and pen, patience, assistive
devices etc.
Staff will understand how to provide information in alternate formats on request.
Large print worship bulletins, review of website etc.

20. Sample Policy/Practices/Processes (continued)
Assistive Devices
People with disabilities may use their personal assistive
devices when accessing our goods, services or facilities.
Assistive devices will not be touched or moved
without permission, offer different space if required,
be patient with the person
Support Persons
A person with a disability is welcomed to be
accompanied by a support person.
No fee, speak directly to person with disability

21. Sample Policies/Practices/Processes (continued)
Service Animals
Barrier Free Access
Notice of Temporary Disruptions
Feedback Process
Training

22. How does this apply to the MNO Synod and Diocese of Rupert’s Land?
Section 4
How does this apply to the MNO Synod and Diocese of Rupert’s Land?
The Diocese of Rupert’s Land has created a policy for the office at 935 Nesbitt Bay. The MNO Synod will be using this as their template.
Individual churches will need to create their own policy and do their own review of their policies and practices as outlined in this workshop.
This will need to be submitted to the government for their input and once the final policy has been accepted you will have fulfilled the governmental requirements.

23. Disabilities Issues Office: Here to Help!
Questions?
Comments?
If you have any questions, please call
(204) or visit: