1. Introduction to the Accessibility for Ontarians with Disabilities Act (AODA)

2. Background One in seven people have a disability. Over the next 20 years, that number will rise as the population ages. (MCSS AODA Website) People without a disability may not think twice about what they need to do in order to go to work, go shopping or see a movie. However, for many people with a disability, there can be obstacles which may prevent them from doing things. These obstacles are barriers to accessibility.

3. Background Supporting accessibility simply means helping people with disabilities take part in life’s activities. Isn’t that of what we do anyway as an agency?

4. AODA Background KWH Vision Statement A community where everyone belongs and participates. KWH Mission Statement Together with families and the community, K-W Habilitation Services provides services and supports to create opportunities for people with developmental disabilities to learn, work and live in the community.

5. AODA Background On June 13, 2005 the Accessibility for Ontarians with Disabilities Act (AODA) was passed Its goal is to develop mandatory accessibility standards to ensure that Ontario is accessible to people with disabilities by 2025 Accessibility standards are the rules that businesses and organizations in Ontario will have to follow to identify, remove and prevent barriers to accessibility.

6. AODA Background Accessibility standards will apply to five important areas: Customer Service (2012) Employment (2012 – 2017) Information And Communications (2012 – 2025) Transportation (July 2011 – 2017 Public Transit) Built Environment (effective January 2015)

7. AODA Background How Accessibility standards become law: Standards Development Committees (SDCs) draft proposed accessibility standards for the five key areas Proposed accessibility standards put forward for public review Feedback incorporated Final proposed accessibility standards submitted to Minister of Community and Social Services (MCSS) Within 90 days all, part, or revisions of proposed accessibility standards enacted as legislation

8. Customer Service Standard First standard to become regulation came into force January 1, 2008 Designated Public Sector compliance by January 1, 2010 Other providers of goods and services compliance by January 1, 2012 Applies to all organizations and businesses with one or more employees

9. Customer Service Standard Requirements: 1.Establish policies, practices and procedures on providing programs and services to people with disabilities. 2.Use reasonable efforts to ensure that your policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity. 3.Conforms to all aspects of the Human Rights Code

10. Customer Service Standard Requirements: 4.Set a policy on allowing people to use their own personal assistive devices to access your programs and services. 5.Communicate with a person with a disability in a manner that takes into account his or her disability.

11. Customer Service Standard Requirements: 6.Allow people with disabilities to be accompanied by their guide dog or service animal in those areas of the premises you own or operate that are open to the public, unless the animal is restricted in areas governed by other laws (e.g., health protection) If a service animal is excluded, use other measures to provide services to the person with a disability.

12. Customer Service Standard Requirements: 7.Permit people with disabilities who use a support person to bring that person with them while accessing programs or services that are open to the public or third parties. 8.Where program fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.

13. Customer Service Standard Requirements: 9.Provide notice when facilities or services that people with disabilities rely on to access your programs or services are temporarily disrupted (e.g., ramps or elevators are not in service; programs cancelled). 10.Train staff, volunteers and any other people who interact with the public or other third parties on your behalf, on a number of topics as outlined in the customer service standard.

14. Customer Service Standard Requirements: 11.Train staff, volunteers and any other people who are involved in developing your policies, practices and procedures on the provision of programs and services on a number of topics as outlined in the customer service standard.

15. Customer Service Standard Requirements: 11.Train staff, volunteers and any other people who are involved in developing your policies, practices and procedures on the provision of programs and services on a number of topics as outlined in the customer service standard.

16. Customer Service Standard Requirements: 12. Establish a process for people to provide feedback on how you provide programs or services to people with disabilities and how you will respond to any feedback and take action on any complaints. Make the information about your feedback process readily available to the public.

17. Who needs Accessibility? You can’t always tell when someone has a disability. Disabilities come in many forms: Visible Non-visible Permanent Non-permanent

18. Types of Disabilities People can have one or a combination of the following: physical disabilities vision loss deafness or being hard of hearing intellectual or developmental disabilities learning disabilities mental health disabilities other disabilities

19. General Tips for Service Interaction: “May I help you?” - People with disabilities may know if they need help and how you can provide it Speak directly to the person, not to a support person Not everybody with the same disability experience the same things. Don’t make assumptions. People are not required to tell you about their disabilities Take time to get to know what the needs are and focus on meeting those needs, just like you would with any other individual

20. General Tips for Service Interaction: Remember - some disabilities are not visible Everyone has a range of needs and preferences and so do people with disabilities If you can’t understand what someone is saying, politely ask him/her to repeat it You may want to ask if the information you are conveying needs to be repeated Ask, “Do you understand this” or, “Do you need some assistance with this?”

21. General Tips for Service Interaction: Physical Disabilities Not everyone with a physical disability requires a wheelchair. People with arthritis, heart or lung conditions or amputees may also have trouble moving or standing Ask before you help then describe what you are doing or going to do or wait for their instructions

22. General Tips for Service Interaction: Physical Disabilities Do not lean on or touch the person’s assistive device (wheelchair, walker, cane) In some situations, inform the person about accessible features in the immediate environment (automatic doors, accessible washrooms, elevators, ramps)

23. General Tips for Service Interaction: Vision Loss Few people with vision loss are totally blind. Many have limited vision, tunnel vision, or see only outlines or the direction of light, and may need to use a magnifying glass, large print, Braille, white cane or guide dog. Don’t assume the person can’t see you.

24. General Tips for Service Interaction: Vision Loss Don’t touch them without asking permission Offer your elbow and walk slowly identifying barriers or hazards Don’t touch the service dog he/she is working!

25. General Tips for Service Interaction: Deaf, Oral Deaf, Deafened or Hard of Hearing People who are profoundly deaf may identify themselves as deaf or oral deaf. A person may use a hearing aid, hearing ear dog, amplification device, TTY, etc. Attract the person’s attention before speaking and face them directly

26. General Tips for Service Interaction: Deaf, Oral Deaf, Deafened or Hard of Hearing Don’t shout A well lit area helps for those who read lips If a person is using a hearing aid, reduce background noise or move to quiet area

27. General Tips for Service Interaction: Deafblind A person who can neither see nor hear - to some degree Usually will have an intervener or support person May use a service animal, communication board, Braille, TTY

28. General Tips for Service Interaction: Deafblind Identify yourself to the intervener when you approach an individual who is deafblind but speak directly to the individual as you normally would Don’t assume what a person can or cannot do. They may explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with him/her.

29. General Tips for Service Interaction: Intellectual Disabilities As always – be respectful Don’t assume what a person can or can not do Use plain language and speak naturally and clearly Make sure the individual understands – may ask directly, “do you understand this?”

30. General Tips for Service Interaction: Intellectual Disabilities Provide one piece of information at a time Ask if they would like the information repeated You may also ask that the person repeat what they have said. If a support person is present, speak directly to the individual – not the support person.

31. General Tips for Service Interaction: Learning Disabilities Describes a range of information processing disorders that can affect how a person acquires, retains, expresses, organizes or uses verbal or non-verbal information (e.g., dyslexia, dysgraphia – problems in writing and fine motor skills) Doesn’t mean they can’t learn; it means they may learn in a different way

32. General Tips for Service Interaction: Learning Disabilities May take longer to process, understand and respond Speak naturally, clearly and directly to the person You may not know they have a learning disability unless you are told.

33. General Tips for Service Interaction: Learning Disabilities If you can see that they need assistance, ask them how you can help Be prepared to explain any material you provide for the person Be patient and willing to explain something again, if needed

34. General Tips for Service Interaction: Mental Health Often not as visible as other disabilities and you may not know that there are mental health issues unless you are informed of it May include schizophrenia, phobias, depression, bipolar, anxiety and mood disorders

35. General Tips for Service Interaction: Mental Health Be confident and reassuring Listen carefully and focus on the person’s needs If person appears to be in a crisis, ask them to tell you the best way to help Keep in mind reactions are not connected to you personally; the customer may simply be showing symptoms

36. General Tips for Service Interaction: Other – Language/Speech May include a stutter, lisp, slur, etc. Don’t assume that just because a person has this disability, that they also have another Give your customer what ever time they need to get their point across Where possible, ask questions that can be answered with “yes” or “no” Don’t interrupt; let them finish what they are saying

37. Barriers to Accessibility Architectural: Physical factors of buildings or spaces that makes accessibility difficult for an individual. For example… Inaccessible restrooms Narrow doorways/hallways Inaccessible floors/rooms Stairways/no elevator or ramp Poor lighting Cluttered areas

38. Barriers to Accessibility Attitudes: Negative attitudes can discriminate against people with disabilities. For example… Expectations related to appropriate behaviour Social stigma of people with disabilities Negative language or labels Uneducated perspectives on people with disabilities Fear of people with disabilities

39. Barriers to Accessibility Environmental: An item which affects the area an individual spends time in. For example… Excessive noise Flickering lights Fragrances which can cause an allergic reaction

40. Barriers to Accessibility Financial: Anything that may mean, at an organizational level, that a service is restricted or eliminated because of a lack of sufficient finances. For example… Lack of funding to provide extra staffing for outings and vacations Lack of funding to cover programs above and beyond basic services

41. Barriers to Accessibility Can you think of other barriers to accessibility? What other barriers have the people we support encountered? How can we work together to overcome these barriers?

42. Accessibility at KW Habilitation Integrated Accessibility Standards Regulation: General –Policies –Multi-Year Accessibility Plan –Employee Training (as relevant to role) –Procuring or acquiring goods, services or facilities (N/A) –Self-service kiosks (N/A)

43. Accessibility at KW Habilitation Integrated Accessibility Standards Regulation: Information and Communication Standard –Accessible formats and communication supports –Accessible websites and web content –Educational and training resources (N/A) –Emergency procedures, plans or public safety information

44. Accessibility at KW Habilitation Integrated Accessibility Standards Regulation: Employment Standard –Recruitment, assessment and selection –Plans and processes Performance management or provide career development Workplace emergency response information Accommodation /RTW/ Modified Work

45. Accessibility at KW Habilitation Integrated Accessibility Standards Regulation: Transportation Standard (N/A) –Conventional and specialized transit –Specialized transportation services –School boards –Hospitals, colleges and universities

46. Accessibility at KW Habilitation Policies: “Accessibility: Accessibility For Ontarians With Disabilities Act” – Services Policy Manual (SD 4.2) Emergency Preparedness & Response – Evacuation Section (Health and Safety Policy Manual Section 6.1) Modified Work / Return to Work policies and practices (see Health and Safety Policy Manual) Human Resources Policies (e.g., Employment Equity and Fairness – Section 1.6 ; Equal Opportunity – Section 4.1)

47. Accessibility at KW Habilitation Employee Considerations - Practices Accessibility considerations pertaining to the employment relationship. Modified Work / Return to Work (policy and practice) Safe Evacuation Process and Plan (policy and practices) Recruitment / Selection / Promotion / Evaluation – implementing process that meet accessibility needs of staff and applicants (policies, practices and explicit statements)

48. Accessibility at KW Habilitation Sample Recruitment/Selection Wording: In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, KW Habilitation will provide accommodations in the recruitment and selection process to applicants with disabilities. Applicants chosen to participate in the selection process should inform Human Resources of the nature of any accommodation(s) that may be required with respect to any materials or processes used to ensure their equal participation.

49. Accessibility at KW Habilitation Employee Considerations - Training Customer Service Standard –“Public-facing staff” through on-line training –Managers/Supervisors – Management Day(s) –All Staff through orientation/training (nature of the work done) AODA overview –Ongoing training/orientation –“Equipping” staff to advocate/support persons in accessing resources in the community

50. Accessibility at KW Habilitation Employee Considerations - Training Human Rights Training –All Staff through Orientation/Training –Annual Policy Review –On-Line Option –Staff Meetings

51. Accessibility at KW Habilitation Employee Considerations - Training Employer Practices –Policy Orientations/Trainings –Explicit information on postings, etc.. –All Staff through orientation/training (nature of the work done) –Policy Manual reviews –Health and Safety meetings/reviews

52. Accessibility at KW Habilitation Communications Communicating Closures / Disruptions of Services –Website –Social Media –Radio –E-mail –Written / Posted Notices “Adverse Conditions” (HR Policy – 7.21) Seasonal Memos regarding cancellation process

53. Accessibility at KW Habilitation Communications Offering Different Formats –Recognizing we will need to respond to request for information in different (i.e., more accessible) formats Webpage –Updating content –Meeting website Accessibility Standards:  2014 - WCAG 2.0 Level A  2021 - WCAG 2.0 Level AA

54. Accessibility at KW Habilitation Communications Offering Accessible Information to Employees / Potential Employees –Recruitment –Selection / Testing –Performance management, career development, and redeployment –Awareness of Processes

55. Accessibility at KW Habilitation Built Environment Ongoing assessments/reviews of physical buildings by managers and staff Infrastructure surveys (Operations Department) Ongoing assessments of individual limitations/ restrictions (i.e., accessibility challenges) Regular Health and Safety Inspections Following New Building Code

56. Additional AODA Information: Ontario Regulation 429/07 made under the Accessibility for Ontarians with Disabilities Act And Accessibility Standards for Customer Service www.AccessON.ca/compliance www.mcss.gov.on.ca www.e-laws.gov.on.ca Human Rights Code : www.ohrc.on.cawww.ohrc.on.ca

57. Additional AODA Information: Training Resources - General: http://www.accessforward.ca/ http://www.accessforward.ca/trainingResources/ohrc Training Resources - Human Rights Code : http://www.ohrc.on.ca/en/learning/working-together- code-and-aoda