Principles of the Accessibility for Ontarians for Disabilities Act

Principles of the Accessibility for Ontarians for Disabilities Act

The Standards of the AODA and the Accessibility for Ontarians for Disabilities Act talk about principles of Accessibilities.  These principles are important for people with disabilities as they help achieve accessibility.  These principles as they move to practices that help with full inclusion.  These principles include dignity, independence, integration and equal opportunity.  We must start to discuss the meaning and practice of each principle to help form the practices of a barrier free Ontario. Organizations must create policies, practices and procedures that are guided by the principles. 

What does the principle of integration mean?

The principle of integration is designed to combine services so that people with disabilities are included in any services.  Integrated services are those that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities.

Sometimes integration may not be suitable because of other laws or does not serve the needs of people with disabilities.  In this case, alternate measures need to be examined.  This means that people with disabilities may to need to access the goods or services in a different place or in a different way. 

Can you share any examples of how a good or service is designed to respect the principle of integration for people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

Principles of the Accessibility for Ontarians for Disabilities Act

The Standards of the AODA and the Accessibility for Ontarians for Disabilities Act talk about principles of Accessibilities.  These principles are important for people with disabilities as they help achieve accessibility.  These principles as they move to practices that help with full inclusion.  These principles include dignity, independence, integration and equal opportunity.  We must start to discuss the meaning and practice of each principle to help form the practices of a barrier free Ontario. Organizations must create policies, practices and procedures that are guided by the principles. 

What does the principle of independence mean?

For many people, independence means freedom from control or influence of others.  This often happens naturally at certain points for many people.  For people with disabilities, independence is even more important.  Independence means the ability make your own choices and to do things their own way.  This may mean that all people have an opportunity to participate in a program or service because of this factor. 

In terms of Customer Service, it is important to listen and respond respectfully to the needs of individual customers.  This could mean speaking directly to the person and listening to their needs. 

Can you share any examples of how a good or service is designed to respect the principle of independence for people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Principles of the Accessibility for Ontarians for Disabilities Act

The Standards of the AODA and the Accessibility for Ontarians for Disabilities Act talk about principles of Accessibilities.  These principles are important for people with disabilities as they help achieve accessibility.  These principles as they move to practices that help with full inclusion.  These principles include dignity, independence, integration and equal opportunity.  We must start to discuss the meaning and practice of each principle to help form the practices of a barrier free Ontario. Organizations must create policies, practices and procedures that are guided by the principles. 

What does the principle of dignity mean?

Policies, procedures and practices that respect the dignity of a person with a disability are those that treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer. They do not treat people with disabilities as an afterthought or force them to accept lesser service, quality or convenience. Service delivery needs to take into account how people with disabilities can effectively access and use services and show respect for these methods. By respecting the idea of dignity, the person with a disability is not being interfered. 

Can you share any examples of how a good or service is designed to respect the principle of dignity for people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Barriers to Accessibility

The Accessibility for Ontarians with Disabilities Act states that by 2025, Ontario will be barrier free and completely accessible.  What does barriers mean?  In terms of accessibility, barriers are obstacles. A barrier is anything that keeps someone with a disability from fully participating in all aspects of society because of their disability. Barriers to accessibility are obstacles that make it difficult — sometimes impossible — for people with disabilities to do the things most of us take for granted — things like going shopping, working, or taking public transit.

When we think of barriers to accessibility, most of us think of physical barriers — like a person who uses a wheelchair not being able to enter a public building because there is no ramp. This is a visible barrier.  The following are other visible barriers:

There are architectural barriers.  These result from not designing a building to allow access for all people. 

Information and communication barriers make difficult for people to receive or convey information.  This means that printed materials and the use of language need to be clear and easy to understand.

Technology barriers are those that prevent people from accessing information.  This means that computers and any other technology have to be designed and set up with accessibility in mind. 

The fact is there are many kinds of barriers. Some are visible. Many are invisible.  When you think about accessibility, it is important to be aware of both visible and invisible barriers.

Attitudinal barriers are the most difficult barrier to overcome.  Some people don’t know how to communicate with others with visible and invisible disabilities.  This means that based on an attitude, someone may offend people with disabilities by making assumptions.  This means that people with disabilities are not included. 

Systemic barriers can result from an organization’s policies, practices and procedures if they restrict people with disabilities, often unintentionally, from being included in a service.

What are some barriers that are present for customers with disabilities?  How can these barriers to be removed? 

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person who are deaf-blind.

An person who is deaf-blind has a combined loss of vision and hearing. This makes it difficult for people to access information. Most people who are deaf-blind are accompanied by an intervenor, a professional who helps with communicating.

Here are some tips on how to interact with people who are deaf-blind:

* Don't assume what a person can or cannot do.

* A person who is deaf-blind will probably give you a card or a note explaining how to communicate with them.

* Speak directly to the person as you normally would, not to the intervenor.

* Don't touch or address service animals — they are working and have to pay attention at all times.

* Never touch a person who is deaf-blind suddenly or without permission unless it's an emergency.

What else can you do to help a customer with who is deaf-blind feel more welcomed and served?

Do you know someone who is deaf blind??

 How can this help you when communicating with them?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Learning Disability.

Learning disabilities are information processing disorders. They can affect how a person acquires, organizes, expresses, retains, understands or uses verbal or non-verbal information. You may not know that a person has a learning disability unless you are told. People with learning difficulties may have problems communicating because they have problems, reading, in mathematics or with writing.
Here are some tips on how to interact with people with a learning disability.

* Patience and a willingness to find a way to communicate are your best tools.

* Speak normally and clearly, and directly to the person.


* Take some time — people with some kinds of learning disabilities may take a little longer to understand and
 respond.

* Try to find ways to provide information in a way that works best for them.

* Be courteous and patient. The person will let you know how to best provide service in a way that works for them.
What else can you do to help a customer with a learning disability feel more welcomed and served?
 Do you know someone with a learning disability??
How can this help you when communicating with them?

 If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Speech or Language Disability.

Some people have problems communicating. It could be due to cerebral palsy, hearing loss or another condition that makes it difficult to pronounce words or causes slurring or stuttering. Others may use a communication board or other assistive device to help them communicate.

Here are some tips on how to interact with people with a visual disability.

* Just because a person has one disability doesn't mean they have another, don't assume they have an intellectual or developmental disability as well.

* If you don't understand, ask the person to repeat the information.

* If possible, ask questions that can be answered ‘yes’ or ‘no.’

* Be patient and polite. Give the person whatever time they need to get their point across.

* Don't interrupt or finish the person's sentences. Wait for them to finish.

What else can you do to help a customer with a speech or language disability feel more welcomed and
served?
 Do you know someone with a speech or language disability?? How can this help you when communicating with them?
 If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Speech or Language Disability. 

Some people have problems communicating. It could be due to cerebral palsy, hearing loss or another condition that makes it difficult to pronounce words or causes slurring or stuttering.  Others may use a communication board or other assistive device to help them communicate.  

Here are some tips on how to interact with people with a visual disability.

* Just because a person has one disability doesn't mean they have another, don't assume they have an intellectual or developmental disability as well. 

* If you don't understand, ask the person to repeat the information. 
* If possible, ask questions that can be answered ‘yes’ or ‘no.’

* Be patient and polite. Give the person whatever time they need to get their point across.
* Don't interrupt or finish the person's sentences. Wait for them to finish.

What else can you do to help a customer with a speech or language disability feel more welcomed and served?  Do you know someone with a speech or language disability??
  How can this help you when communicating with them?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/ 

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Physical Disability. 

There are many types and degrees of physical disabilities. Not all physical disabilities require a wheelchair.  People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting.  Some people develop physical disabilities after an accident or require some assistance temporarily.

Here are some tips on how to interact with people with a physical disability.

* Speak normally and directly to your customer.

* People with physical disabilities often have their own ways of doing things. Ask before you help.

* Be patient. People will tell you what they need.

* Don't touch assistive devices, including wheelchairs, unless it's an emergency.

* Remove obstacles and rearrange furniture so they have clear passage.

What else can you do to help a customer with a physical disability feel more welcomed and served?

 Do you know someone with a physical disability??  How can this help you when communicating with them?

 If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/ 

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Visual Disability. 

Visual disabilities reduce a person's ability to see clearly.  There are many degrees of vision loss. Few people with vision loss are totally blind. Many have limited vision. People with vision loss may use a guide dog or a white cane. Others may not. You may not always be able to tell if a person has vision loss. As people age, some may lose their vision slowly.

Here are some tips on how to interact with people with a visual disability.

* Identify yourself when you approach the person and speak directly to them.

* Speak normally and clearly.

* Never touch the person without asking permission, unless it's an emergency.

* Offer your arm (the elbow) to guide the person and walk slowly.

* Don't touch or address service animals — they are working and have to pay attention at all times.

* If you're giving directions or verbal information, be precise and clear. For example, if you're
approaching a door or an obstacle, say so. 

* Identify landmarks or other details to orient the person to the environment around them.

* Don't walk away without saying good-bye.

What else can you do to help a customer with a visual disability feel more welcomed and served?

  Do you know someone with a visual disability??

  How can this help you when communicating with them?

 If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/ 

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Hearing Loss. 

There are many degrees of hearing loss.  As many people age, they develop a hearing loss to a certain degree.  People who have hearing loss may be deaf (a person with profound hearing loss) or hard of hearing (a person with some hearing loss).  People with profound hearing loss may communicate using sign language, while others may use assistive devices such as hearing aids to help them communicate.  
Here are some tips on how to interact with people with a hearing loss
.
* Attract the person's attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.
* Look at and speak directly to the person. Address them, not their interpreter.
* If necessary, ask if another method of communicating would be easier, for example a pen and paper. 
* Don't put your hands in front of your face when speaking.
* Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood. 
* Be patient. Communication for people who are deaf may be different because their first language may not be English. It may be American Sign Language (ASL) or Langue des signes québécoise (LSQ). 
* If the person uses a hearing aid, try to speak in a quiet area. Background noise can be distracting.

What else can you do to help a customer with a hearing loss feel more welcomed and served?  Do you know someone with a hearing loss??  How can this help you when communicating with them?

 If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Training under this standard has to include how to interact and communicate with people that have various types of disabilities. Training can also include appropriate terminology.

People all across society have wanted a change in certain terms.  This means that people with disabilities would like terminology that is more positive.  The underlining message with the AODA and all its standards is a focus on differing abilities rather than on deficits in abilities.  It is important to understand language when dealing with customers with disabilities.  There are many types and degrees of disabilities. 

When discussing disabilities, remember these words:






Don't say
* the
handicapped
* the invalid
* patient
* the disabled
Say
* a person with a disability
Remember that a disability can happen to any one at any time.  For some, the disability can happen because of an illness or an accident.  Sometimes, disability is developed as a person ages.  Some people are born with a disability.  
Depending on the situation and the person’s needs, there are a variety ways to make communication more accessible and ensure the message is understood.  Finding the right words can be a daunting experience, but if you aim to stay positive social words, you are going in the right direction. This strategy also works when it comes to training. 
Sometimes communication can be made accessible if the needs of people with disabilities are considered in the planning stages of any service.  Using plain, positive language can help make communication easier to read and understand.  
We will be discussing some specific disabilities in the upcoming posts.  This will help all people understand disability and ensure inclusion of all people in all parts of life.  
What is your company or organization doing to the use of appropriate terminology for customers with disabilities? If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

The AODA and the Human Rights Code

The Integrated Accessibility Standard has specific training requirements for following the Human Rights Code around Accessibility. In fact, the AODA states that no part of this Act can diminish the legal requirements of the Human Rights Code.

The Standards of the AODA obligate large organizations to complete specific accommodations. The goal is that all large and small, public and private companies will be in compliance with the AODA by 2025. The Human Rights Codes expects compliance unless the organization can prove undue hardship. This can include financial ability, health and safety requirements, and other technical feasibility. When planning for compliance with the standards of the AODA, your company has to follow the law, i.e., the Human Rights Codes. Remember that the Human Rights Code of Ontario overrides all of the Laws and Standards in Ontario. It is important to consider this when planning for compliance with all standards.

The Standards designed under the AODA are to ensure system wide changes across the province. They are designed so that people with disabilities in the province of Ontario can participate in all parts of life in Ontario. It is the only legislation that was signed by all three parties in the Legislature. That means that all governments have to take this very seriously.

What is your company or organization doing to ensure compliance with the Standards of the AODA and ensure the Human Rights Code is still legal?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Integrated Accessibility Standard

Accessibility Plan: What does it mean?

The new Accessibility Standard requires that every large organization file an Accessibility Plan by January 1, 2013. This Plan has to cover a 5 year plan and must be reviewed and updated regularly. Each plan has to include your company’s strategy to prevent and remove barriers for anybody with a disability. This definition of disability includes visible and invisible disabilities and also temporary, episodic and permanent disabilities.
The prevention of barriers means that there are policies, practices and procedures that ensure that all people with disabilities are included in all parts of your company.

The removal of barriers includes an examination of all of your company’s policies and practices to ensure that none of them are inadvertently excluding people with disabilities. This has to be done in an organized and efficient fashion and needs to ensure that policies are examined with an accessibility lens. To begin, each company should examine the following sections: customer service, information and communication, built environment and employment.

According to the Integrated Accessibility Standard this accessibility plan needs to be available to the public and available in accessible formats. It also has to be reviewed and update every five years. The Accessibility Directorate of Ontario will be examining this to ensure that compliance is key and people with disabilities are included in all parts of your company’s life.

What is your company or organization’s plan for the examination, removal and prevention of barriers for people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Integrated Accessibility Standard

Training:  What is different?  

The New Integrated Accessibility Standard has to provide training in all parts of the new standard, i.e., Information and Communication, Transportation and Employment.  This has to be done by the designated dates.  The one thing that is different is that each organization has to provide training in the Ontario Human Rights Code.  In particular, the Human Rights Code training has to include the parts that pertain to people with disabilities.  

This training has to be provided to all employees, volunteers and all people who participate in developing your company’s policies as well as all people who provide goods, services or facilities on behalf of your company.  

The training can be personalized to your company’s needs.  This training has to be appropriate to the duties of employment, volunteers and other persons.  This training has to be done as soon as practicable and ongoing as changes to the policies continue.  This training should be on-going as barriers to people with disabilities are removed or prevented.  

Each company has to keep a record of training providing the dates of training, what was covered and the number of individuals which training was provided.  This part of training has to be done by January 1, 2014 for large organizations.  

How will these changes to training requirements change/update your training plan for compliance with the Integrated Accessibility Standard?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Ensuring Compliance in the Long Run

An important piece of the Customer Service Standard is ensuring that the standard is implemented and cleared for auditors from the Accessibility Directorate of Ontario – the regulator of the AODA.  The Customer Service Standard requires each private sector company to be in compliance with all 13 requirements.  The use of the Accessibility report for customer service standard would form the basis of a customized checklist of the proper documentation required for filing compliance as well as keeping records for future audits.  

This would also 

* develop a consistent approach for the new integrated accessibility standard (released June 7th, 2011)
* develop key messages for targeted staff regarding accessible customer service and accessibility
* help to make accessibility a natural part of your business
* allow for a review of your business services to ensure all are in compliance with the AODA
* A review of corporate policies that have an impact on accessibility
* An accessibility audit of company/organization’s buildings.


How is compliance audited in your company/organization??

Is there a separate approach?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/

Many companies have developed a compliance strategy to aid with the implementation of the requirements of the Customer Service Standard. This is a first, essential step as it ensures consistency with the new Integrated Accessibility Standard compliance. The communication strategy has to include accessibility best practices that will be implemented effectively and efficiently across your company. As well, it has to communicate to the staff the ways in which a multi-year accessibility plan will be implemented. The support begins with the leadership and the development of a compliance action plan. This plan will be implemented and communicated through reports. This communication is both internally and externally. This will help with compliance with all standards.



How is support and guidance offered in your company/organization?

How would you like it to be offered??

What do you need to do to successfully implement the Customer Service Standard?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/

Ensuring Compliance in the Long Run

An important piece of the Customer Service Standard is ensuring that the standard is implemented and cleared for auditors from the Accessibility Directorate of Ontario – the regulator of the AODA. The Customer Service Standard requires each private sector company to be in compliance with all 13 requirements. The use of the Accessibility report for customer service standard would form the basis of a customized checklist of the proper documentation required for filing compliance as well as keeping records for future audits.

This would also
* develop a consistent approach for future standards (released June 7th, 2011)
* develop key messages for targeted staff regarding accessible customer service
* help to make accessibility a natural part of your business
* allow for a review of your business services to ensure all are in compliance with the AODA
* A review of corporate policies that have an impact on accessibility
* An accessibility audit of company/organization’s buildings.


How is compliance audited in your company/organization??

Is there a separate approach?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Release of the integrated accessiblilty standards

The Ministry of Community and Social Services has released the new Integrated Accessibility Standard on June 7, 2011. This new standard combines the Information and Communication, Employment and Transportation Standard. Large and small organizations will need to file regular compliancy reports for the Customer Service Standard and this Integrated Standard. You can read more about it at:

http://www.e-laws.gov.on.ca/html/source/regs/english/2011/elaws_src_regs_r11191_e.htm#BK0


This regulation also asks each company to develop and file an Accessibility Plan over many years. This ensures compliance with making Ontario completely barrier free, which is the goal of the Accessibility for Ontarians with Disabilities Act. The training requirements have increased to include volunteers and content on the Ontario Human Rights Code.


As you work toward compliance with the Customer Service Standard, ensure that when planning for compliance, it is important to develop key partnerships and compliance with all regulations implemented across the province.

What have you and your company done to ensure you are ready for compliance with the Integrated Accessibility Standard?

In the future, you will see more information on compliance with the Customer Service Standard and the Integrated Accessibility Standard. Let me know if you have any specific questions.

Training and the Customer Service Standard

Training is an important step in the Customer Service and all upcoming standards. This is key in enabling an attitude change across the province for people with disabilities.


This standard targets two classes of staff:

-those providing goods and services to the public
-those developing and approving policies about the provision of goods and services


There are 3 requirements revolving around training in the AODA and in specific the Customer Service Standard. In order to ensure that the training requirements are met, there are a few things to consider.
 These include:
* The establishment of a written training plan that include training all applicable employees about the AODA, the Customer Service Standard and the individual company’s Accessible Customer Service Policy.

* A written training policy has to be developed and implemented that includes a summary of the contents of training and details of when the training will be provided.

* Note: In order to ensure compliance with section 6.2 of the Customer Service Standard, each required employee must be trained in the AODA, the Customer Service Standard and your individual company’s policy on Accessible Customer Service.


An effective strategy would ensure significant changes in attitudes toward
customers with disabilities.


How is training being done in your company?? What resources or tools are available for training?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

What is a disability?

According to the AODA:

“disability” means,

(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b) a condition of mental impairment or a developmental disability,

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d) a mental disorder, or

(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)


It is important to discuss the definition of a disability in order to ensure that there is a consistent policy and procedure for helping customers with disabilities in accessing your goods and services. There are many types of visible and invisible disabilities to consider.


Can you share some experiences when you dealt successfully with a customer with a disability?? What were some of the main things to remember?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/

Communicating with Customers with Disabilities

A key part of the Customer Service Standard is that all staff communicate with customers that takes into account the customer’s disability. How does one do that successfully?


There are many parts to communication including the sending, receiving and understanding of information. In order to comply with the standard, the person much consider how a disability affects the way a person expresses, receives or processes information.


Here are some tips to help:

* Don’t make assumptions based on his or her disability.
* Where possible, it is helpful to ask the person directly how to communicate with them.
* It is best to ask, how may I help you?
* Make the original communication more accessible. This means that accessibility is used in the planning stages of communication. This includes simple language, captioning, close captioning and large print.
* You may need to change your usual method of communication or start to use assistive devices or services (e.g., phone lines, online, print signs, media, talking).
* The most important tip is to find a suitable communication method depending on the situation or circumstance you are in. Having a variety of options often helps the customer with the disability as well as the person serving.


What are some other tips for communicating successfully with customers with disabilities?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Identifying Where Accessibility is required in your organization

The use of a gap analysis is an essential first step as it examines what the companies involved know presently about the AODA and in particular the Customer Service Standard. The development of a gap analysis has to be linked closely to the Accessibility report on the Customer Service Standard. This would help in the gathering of baseline data and analyzing gaps to compliance within locations and departments. This tool will also help analyze all points of customer contacts in your company/organization. It is an essential way to begin to examine how each customer point of contact is currently abiding to the AODA Customer Service Standard and what changes are required for compliance.


This tool is beneficial as it:
* Provide key personal with instructions and spreadsheet and FAQs for reference
* Provide support (via email) to key personal in the event of questions/concerns during the fact finding process

* Analyze the total number of customer service points and identify the key changes required
* Help reinforce the company/organization’s leadership with respect to accessibility.


How has your company identified the gaps in accessibility customer service?

Is there another tool you can use to access all these points?



If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

The AODA and Leadership for Change

The purpose of the AODA is to make Ontario accessible to persons with disabilities. By accessibility, it is the removal of barriers so that all citizens can fully embrace all aspects of life in Ontario. A key part of change, in particular a change in attitude is development of key messages from leadership in every organization.


Leadership


* The public sector as well as other larger organizations have leveraged the work of the Diversity Office to include the Accessibility Leadership Committee.
* Key messages from leadership within the company are an essential first step. The strategy will inspire managers and employees to consider accessibility in everything they do. It will also help the company become a leader in accessibility and create a more a diverse and inclusive workforce.
* The requirement to establish accessibility policies is best met by a consistent approach, so that the company’s messages and intention to provide high quality, accessible customer service is consistently shared with and applied to the all customers. This message can be consistent with the ideas of Corporate Social Responsibility.


How is the leadership in your organization/company addressing the AODA and the Customer Service Standard?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

The Accessibility for Ontarians with Disabilities Act and Corporate Social Responsibility

The Accessibility for Ontarians with Disabilities Act and Corporate Social Responsibility


You can make accessibility a natural part of your business by embracing the ideals of corporate social responsibility.
Corporate Social Responsibility is defined as:
* Business would embrace responsibility for the impact of their activities on the environment, consumers, employee, communities stakeholders and all other members


These are possibilities for you to use the ideals of CSR and comply with the AODA through:


* Ethical Consumerism


* Globalization and market forces


* Social Awareness and Education


* Ethics Training


The requirement to establish accessibility policies is best met by a consistent approach, so that the company’s messages and intention to provide high quality, accessible customer service is consistently shared with and applied to the all customers.
The strategy will inspire managers and employees to consider accessibility in everything they do. It will also help the company become a leader in accessibility and create a more a diverse and inclusive workforce.



How can you apply the ideas of Corporate Social Responsibility and Accessibility in your business?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

A Business Case for Accessibility

People with disabilities live and work in all parts of Ontario.

Profile of Disability in Ontario
About one in seven (1.85 million) Ontarians has a disability
As population ages, the number will increase
Accessibility is good for your business in two ways.
* The case for employment
o Untapped labour market potential
* The case for accessible businesses
People with disabilities like to eat out, travel, work and participate in everyday activities
Why accessibility is good for your business? Did you know? 
About 1.85 million people in Ontario (that’s 15.5% of the population) have a disability.
47.2% of people over the age of 65 have disabilities.


(These numbers come from the Ministry of Community and Social Service Website: www.accesson.ca).


What have you done to increase accessibility in your business?
What can you do to increase accessibility in your business?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question 1 b?

Does your organization use reasonable efforts to ensure that these policies are consistent with the principles of independence, dignity, integration and equality of opportunity?


The second part of this question deals with the principles as presented in the Accessibility for Ontarians with Disabilities Act (AODA). These principals are important to customers with disabilities, as well as other Ontarians. These principles allow people with disabilities to fully participate in all parts of life of Ontario.


Let’s discuss what some of these principles mean according to the AODA.


Dignity means that the customer with a disability feels valued and gets the full services of any other customer. This means that your service delivery takes into account how people with disabilities can be shown respect while accessing your goods and services.


In terms of people with disabilities, independence means freedom from control and the ability to make your own choices and do things your way. In terms of serving customers while keeping this principle in mind, this means that a staff member takes her/his time to ensure the customer’s needs are met.


The simplest definition of integration is allowing all customers with disabilities access to the same services. This could mean that they benefit the same level of service, in the same way as customers with no disabilities. This may mean that there are alternative measures made to ensure the customer with the disability has access to the same service.


Equal opportunity means that you are giving the same chance, options and choices as customers with no disabilities. This may mean that customers should not have to make a significant effort to access your good or service.


What do these principles mean to you and how your company/organization is run?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Twelve: Does your organization post a notice at a conspicuous place on your premises, on your website, or by another reasonable method, that the documents required by the Customer Service Standard are available upon request, and do you provide those documents in a format that takes a person’s disability into account?

What does it look like for you to check yes to this question??

To mark yes to this questions means that the notice is available to the public about how to get documentation related to the Customer Service Standard (e.g., policies, service disruption notices, training plans). The notices are placed in an obvious place on your premises as well as available in other formats.


Some sample evidence include sample notice is provided (e.g., website link and/or poster). The notice states that alternate formats are available. There could also include a link to the company’s Accessible Customer Service Policy. Notice is available in a variety of formats (e.g., websites, posters, audio, etc).


Is there anything else that could be done to ensure that a company can check YES to this eleventh question?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Eleven: Does your organization have a written training policy that includes a summary of the contents of training (per question 10) and details of when the trains is to be provided, and does your organization keeps records of the dates that training was provided and how many people were trained.

The required people to be trained for the Customer Service Standard are:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?

What does it look like for you to check yes to this question??

To mark yes to this questions means that your training policy is aligned with the company’s Accessible Customer Service Policy. These documents need to address that training requirements are consistent with the Customer Service Standard. The training strategy includes details of what is covered in training and when it is provided. A record of the dates of training, how it was provided and how many people were trained is being kept.


Some sample evidence include that the individual Customer Service Policy speaks to training requirements that are consistent with the Customer Service Standard. The company has a written training plan that includes the type of training to be provided and timing of training and the plan aligned with the company’s Accessible Customer Service Policy. There is a list of which staff must receive training and has assurance that this staffs were trained. The company also has to have a record of dates that training was provided, content covered and how many people were trained.


Is there anything else that could be done to ensure that a company can check YES to this eleventh question?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Ten: Does this training include your organization’s current policies, practices and procedures required under the Customer Service Standard and all the topics listed in section 6(2) of the standard?

The required people to be trained for the Customer Service Standard are:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?


What does it look like for you to check yes to this question??

To mark yes to this questions means that training includes information about the company’s Accessible Customer Service Standard. All of the topics listed in section 6(2) of the standard are addressed in the specific training plan.


Some sample evidence include a specific training strategy and plan that is written. The training plan is aligned with the company’s Accessible Customer Service Policy. This includes an orientation on any policies or topics listed in section 6(2) of the standard.


Is there anything else that could be done to ensure that a company can check YES to this tenth question?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Nine: Does your organization ensure that the following people receive training about providing your goods or services to people with disabilities:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?

What does it look like for you to check yes to this question??

To mark yes to this questions means that records are kept detailing training taken by staff and third party service providers. These records need to include the dates training was provided.
The contents of the training need to meet the requirements of section 6 of the Customer Service Standard.



Some sample evidence must be a list of obligated staff and service providers who must receive training under the regulation. A detailed training record is developed and kept. This recorder must show the obligated staff, date training was completed and content of the training. The content MUST align with the Customer Service Standard (which includes 4 major training components). An orientation checklist for each training site should include training in accessible customer service.


Is there anything else that could be done to ensure that a company can check YES to this ninth question?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Eight: Does your organization make information about its feedback process readily available to the public, including how feedback may be provided (e.g., in person, by telephone, in writing, by e-mail, on diskette or otherwise)?

What does it look like for you to check yes to this question??

The answer yes should come from information about the feedback process being available to the public.



In order to provide proof, there should be a statement confirming what channels feedback may be provided (e.g., in person, written, phone, email, online, disk or other). Information about the feedback options are included in various notices including websites, posted notices and/or comment cards.


Is there anything else that could be done to ensure that a company can check YES to this eighth question?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Seven: Has your organization established and documented a process to receive and respond to feedback on how its goods or services are provided to people with disabilities, including actions that your organization will take when a complaint is received?

What does it look like for you to check yes to this question??

Your company or organization should have a mechanism in place that accepts feedback on the manner in which goods or services are provided to people with disabilities.
The feedback process allows people to provide feedback either in person, by telephone, in writing, by email, online, on disk or by another acceptable method.

The feedback process should specify the actions your staff must take when a complaint is received.

Some things that might support the claim are having a feedback mechanism available. The development of a written statement showing the means that feedback may be provided (e.g., in person, in writing, etc). A plan for addressing feedback received and reports of feedback and follow up action would benefit the company’s evidence.


Is there anything else that could be done to ensure that a company can check YES to this seventh question?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question Six: Does your organization post a notice at a conspicuous place on your premises, on your website, or by another reasonable method, of any temporary disruption in facilities or services that people with disabilities usually use to access your organization’s goods or services, including the reason, duration and any alternatives available?

What does it look like for you to check yes to this question??

There is a temporary disruptions (planned or unexpected) of facilities or services notice that is utilized, especially in places that are usually used by people with disabilities.
Information is included in the notice about the reason for the disruption, its duration and a description of alternative facilities or services, if available.
When the need arises, the notice is in an obvious place on the premises, posted on the company’s website or another method that is reasonable.


Some things that might support the claim are to have a sample disruption notice on file. This sample should include a place for the reason for the disruption, duration and description of alternative facilities or services that might be available. Please remember that a statement has to include where notices are posted. Also, it is a good idea to keep a record of when notices were necessary and reasons or descriptions of the different types of disruptions.


Is there anything else that could be done to ensure that a company can check YES to this sixth question?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question five: Does your organization permit people with disabilities to enter the parts of your premises that are open to the public or other third parties with their support person, and provide notice of any fee charged for the support person and is this included in your policies, practices and procedures?

What does it look like for you to check yes to this question??


This question ensures that when the need arises there are policies, practices and procedures in place
that fees for the support person are waived. This means that people with disabilities would be allowed
to be accompanied by a support person when on parts of your premises that are open to the public or other third parties.
 As well as the over-arching policy, there is anecdotal evidence that support person are permitted . There also need to be no complaints to the contrary and a copy of the specific policy outlining the practices and procedures related to support persons.


Is there anything else that could be done to ensure that a company can check YES to this fifth question.

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question four:  Does your organization permit people with disabilities to keep their service animals with them on the parts of your premises that are open to the public or other third parties, except where the animal is excluded by law, and is this included in our policies, practices and procedures?


b) Is a service animal is excluded by law from your premises, does your organization ensure that alternate measures are available to enable the person to access your goods or service?

What does it look like for you to check yes to this question??
This question ensures that when the need arises there are policies, practices and procedures in place that provide anecdotal evidence that animals are permitted. It is important that guide dogs and other service animals are allowed to accompany people with disabilities on parts of your premises that are open to the public, except where excluded by law. If guides dogs or others service animals are excluded by law, an alternate way is provided for people with disabilities to access your goods or services.


As well as policies, practices and procedures in place there needs to be anecdotal evidence that animals are permitted. It is also important that there are no complaints to the contrary. There also needs to be a list of areas within your organization that animals are excluded by law AND alternate methods for providing goods and services can be described, based on actual practice.


Is there anything else that could be done to ensure that a company can check YES to this fourth question.


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question three:  Does your organization’s policies, practices and procedures require your staff and yourself to take a person’s disability into account when communicating with the person/customer?

What does it look like for you to check yes to this question??

The best way to address this question is to ensure that your company/organization’s Accessible Customer Service Policy speaks to taking a person’s disability into account when communicating with the person/customer. It is also important to have evidence that staff change the usual method of communication (even subtly) to meet the needs of individual customers.


Is there anything else that could be done to ensure that a company can check YES to this third question.


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question three: Does your organization’s policies, practices and procedures require your staff and yourself to take a person’s disability into account when communicating with the person/customer?


What does it look like for you to check yes to this question??

The best way to address this question is to ensure that your company/organization’s Accessible Customer Service Policy speaks to taking a person’s disability into account when communicating with the person/customer. It is also important to have evidence that staff change the usual method of communication (even subtly) to meet the needs of individual customers.


Is there anything else that could be done to ensure that a company can check YES to this third question.


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question two:  Does your organization’s policies address the use of assistive devices by people with disabilities to access your organization’s goods or services, or any available alternative measures that enable them to do so?


What does it look like for you to check yes to this question??

The best way to address this question is to ensure that your company/organization’s Accessible Customer Service Policy speaks to the use of assistive devices. The policy could also include requirements for alternate measures as needed. Individual policies and procedures would need to address the use of assistive devices and have a requirement for alternate measures as needed.


Is there anything else that could be done to ensure that a company can check YES to this second question.


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility report on the customer service standard

Question one: Does your organization have policies, practices and procedures on providing goods or services to people with disabilities?

What does it look like for you to check yes to this question??

The first thing to do is develop an Accessible Customer Service Policy. This would cover all principles of the Accessibility for Ontarians with Disabilities Act (AODA) including independence, dignity, integration and equality of opportunity.
This policy needs to put in a place the public can get access to it --- for example the company website.
The company also link the policy to other policies on Customer Service. This would ensure that accessibility is a part of your everyday business.
This first step is important as it sets the company’s tone for the remainder requirements and allows for a plan to be in place for continued compliance.


Is there anything else that could be done to ensure that a company can check YES to this first question.

If you are interested in learning more about Accessibility for Ontarian s with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca