1. Disability Awareness Teresa Pedroso Disability Librarian

2. Aims of this session Recognise the basics of disability legislation Identify different types of disabilities To precise some facilities available for disabled readers Recognise the need for customer care

3. Legislation DDA and SENDA Disability Equality Duty Disability Equality Scheme 4 th December 2006 Equal opportunities between disabled and other people Obligation to take needs of disabled people into account in policies – impact assessments Transparent complaints procedure Anticipatory duty of all service providers

4. Definition of Disability ‘A physical or mental impairment which has a substantial and long-term adverse effect on a person’s ability to carry out normal day-to- day activities’ Impairment? – mobility, physical co- ordination, speech, hearing or eyesight, memory or ability to concentrate, severe disfigurement and progressive conditions

5. Discrimination Treating a disabled person less favourably than a non disabled person for a reason related to his/her disability without justification Refusing to provide a service Providing a lower standard of service on different term than to other people Failing to make a reasonable adjustment for someone with a disability

6. On the Front Line Good customer service / Common sense Disabled people are people first If in doubt ASK never ASSUME Be willing to change your assumptions – don’t be offended if help is refused How would you want to be treated? – Medical questions/Questions related to disability

7. Different Disabilities Visible / invisible Mobility impairment – e.g. wheelchair users Hearing impairment Visual impairment SpLD- Specific Learning Difficulties – e.g. Dyslexia Mental Health Difficulties and Medical Conditions

8. Mobility Impaired Wheelchairs, mobility scooters, canes, crutches, walking frames or NOTHING Access Lifts and stairs Book fetches – top shelf/lower level materials Are there areas the reader can’t get to? Alternatives – moving books to other libraries

9. Tips on addressing someone who has a mobility impairment Wheelchair – Private space Go to meet your reader Talk to your reader, not to his/her helpers Can you open the doors for them?

10. Hearing Impaired/Deaf 9 million people in the UK are deaf or hard of hearing Terminology – Deaf people and Deaf Community – Hard of hearing – Deafened people – Deafblind – Tinnitus

11. Tips on speaking to someone who is deafI Face the person Ask what is the best way to communicate Speak clearly – and not too slowly – Don’t exaggerate facial expressions – don’t cover your mouth – DON’T SHOUT! Don’t keep repeating – say it another way

12. Be patient Check understanding (yours and visitor’s) – Don’t pretend you understand when you don’t! Be clear and succinct – Don’t waffle Hearing Loops – Fixed and portable in reading rooms Fire alarms – Vibrating pagers/visual alarms/Peep Tips on speaking to someone who is deafII

13. Visually impaired 2 million people in the UK have sight problems Over 1 million could be registered as blind or partially sighted Terminology – Blind – Partially Sighted – Deafblind

14. Visually impaired Communication – Paper based Braille Moon Large print Clear print – Electronic – JAWS, WindowsEyes… – Audio - DAISY – Lip read – Verbal

15. Tips on speaking to someone who is blind I Word of mouth – verbal communication No eye contact - difficult Talk to the blind person directly Say ‘Hello’ and introduce yourself A light touch Say goodbye

16. Guiding Guide/ Assistance Animals allowed in libraries Don’t pet the guide dog – it’s working! Tips on speaking to someone who is blindII

17. Dyslexia and dyspraxia Invisible Specific Learning Difficulties [SpLDs] – Dyslexia, Dyspraxia, Dyscalculia Don’t use jargon Be clear Coloured acetates and paper – receipts Clear signs and notices Scanning and photocopying Longer loans

18. Autism and Asperger’s Autistic Spectrum Disorders Asperger’s Syndrome – Routine – dislike change – Obsessive behaviour – Pedantic Language Communication Patience Familiarisation

19. Other disabilities Speech Impairment – If you don’t understand – ask! – Use another medium (writing) – Wait for the reader to finish his sentence

20. Bi-polar Affective Disorder (manic depression) – Patience – Longer loans Epilepsy, Asthma, Diabetes – First Aid – Water and food in libraries

21. Disability and Language Avoid association with negative images – cripple; handicapped; lunatic; freak Avoid terms that invite pity Don’t define by disability – ‘wheelchair user’ not ‘wheelchair bound’ Do not worry if you say ‘See you later!’ People first

22. What does OULS do for readers? Longer loans Height adjustable desks and chairs Hearing loops Software – JAWS, textHELP Hardware – keyboards, mice http://www.bodleian.ox.ac.uk/services/disabili ty/aracu/aracu_resources http://www.bodleian.ox.ac.uk/services/disabili ty/aracu/aracu_resources ARACU

23. Further information Teresa.pedroso@bodleian.ox.ac.uk www.bodleian.ox.ac.uk/services/disability http://www.admin.ox.ac.uk/eop/disab www.rnid.org.uk www.rnib.org.uk www.nas.org.uk www.bdadyslexia.org.uk/ http://www.mind.org.uk/ http://www.skill.org.uk http://www.techdis.ac.uk /