1. IMPACTS ON THE LIBRARY What do we have to do? What are the AODA requirements?

2. Training Train staff, volunteers,...: – who interact with the public or other third parties on your behalf. – who are involved in developing our policies, procedures and practices on the provision of library services. Document training framework and guidelines.

3. Policies, Practices, Procedures Establish policies/guidelines, practices and procedures for the provision of library services to persons with disabilities. – To be consistent with the 4 principles. – To be communicated with and accessible by users with disabilities.

4. Documentation Document in writing the accessible customer service policies, practices and procedures. – Notify customers (users) that these documents are available on request. – Alternate formats must be available.

5. Feedback Process Establish a feedback process [for users]. – Variety of ways – in-person, e-mail, telephone, web, etc. – Must specify how you will deal with feedback, and within what time-frame. Document the feedback process. – Make information about it public. – a and within reviewed by whom, response timelines...]

6. Communication Ensure that ways of communicating take into account a person’s disability. – Provide information in a format that is accessible to the user. – Use plain language.

7. Notice of Service Disruptions Document a process for providing notice of temporary disruptions [to users]. – Especially for facilities and services that are used by persons with disabilities. Notice must: – Include reasons, anticipated duration, any alternative facilities or services. – Be posted in a conspicuous place, website, etc.

8. Assistive Devices Set a process for people to use their own personal assistive devices to access library services. – FM systems – Wheelchairs, scooters – Walkers – Communication boards

9. Service Animals Allow service animals. Types of service animals: – Guide dog – Hearing or signal animal – Mobility assistance animal – Seizure response animal – Therapeutic assistance animal

10. Support Persons Allow support persons for users accessing library services. – Support person may be mandatory for health or safety reasons. Support persons: – Guides – Interpreters – Note-takers, scribes, readers – Personal care