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