Integrated Accessibility Standard

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Accessible formats and communication supports

12. (1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities,

(a) in a timely manner that takes into account the person’s accessibility needs due to disability; and

(b) at a cost that is no more than the regular cost charged to other persons.

(2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

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.

Ask before you offer to help -- don't just jump in. People with disabilities know if they need help and how you can provide it.

*Find a good way to communicate. A good start is to listen carefully. Use plain language and speak in short sentences.

*Look at the person, but don't stare. Speak directly to a person with a disability, not to their interpreter or someone who is with them.

The policy must speak to all the requirements in the Integrated Accessibility Standard (remember to include Information and Communications, Employment, Transportation and Customer Service).

All public sector organizations must prepare this document for the public. This means that the documents must be made accessible. It is a good idea to ensure your company has accessible formats of the Accessibility Policy available.

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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

PART II INFORMATION AND COMMUNICATIONS STANDARDS

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Feedback

11. (1) Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.

(2) Nothing in this section detracts from the obligations imposed under section 7 of Ontario Regulation 429/07 (Accessibility Standards for Customer Service) made under the Act.

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

What does compliance look like for this requirement??

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.  It is also important for the feedback channels be made available in accessibility formats.  Your company must also ensure that the public is made aware of the availability of accessible formats. 

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

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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

The Integrated Accessibility Standard

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Requirement:

7. (1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to,

(a) all employees, and volunteers;

(b) all persons who participate in developing the organization’s policies; and

(c) all other persons who provide goods, services or facilities on behalf of the organization.

What does compliance look like for this requirement??

The most noteworthy change is the new requirement that organizations provide training on the Human Rights Code as it pertains to persons with disabilities

The required training is to be provided to an obligated organization’s employees, volunteers, persons who participate in developing the organization’s policies, and “all other persons” who provide goods, services or facilities on behalf of the organization.  This includes employees, volunteers, persons who participate in developing the organization’s policies, and all other persons who provide goods and services on behalf of the organization.

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.

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 Human Rights Code. An orientation checklist for each training site should include training in accessible customer service.

The Final Regulation makes it clear that its requirements do not replace, nor are they a substitute for, the requirements established under the Human Rights Code (the “Code”), nor will the standards limit any rights under other pieces of legislation.

The training “shall be appropriate to the duties” of these individuals.  The training must occur as soon as practicable and following any changes to the applicable policies. The training shall be appropriate to the duties of the particular individual, and most Obligated Organizations are required to keep training records, including the date of the training and the individuals trained.

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

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 Integrated Accessibility Standard

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Requirement:

3. (1) Every obligated organization shall develop, implement and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements referred to in this Regulation.

(2) Obligated organizations, other than small organizations, shall include a statement of organizational commitment to meet the accessibility needs of persons with disabilities in a timely manner in their policies.

What does compliance look like for this requirement??

This requirement expects the development of an Accessibility Policy. This policy indicates how your company will achieve accessibility.  Each organization must examine all company policies and procedures to examine how barriers for people with disabilities will be removed.  The policy must speak to all the requirements in the Integrated Accessibility Standard (remember to include Information and Communications, Employment, Transportation and Customer Service).  

All public sector organizations must prepare this document for the public.  This means that the documents must be made accessible.  It is a good idea to ensure your company has accessible formats of the Accessibility Policy available. 

What are you doing to ensure compliance with this individual requirement?

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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Accessibility and the Integrated Accessibility Standard

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Requirement:   

The Government of Ontario, Legislative Assembly, designated public sector organizations and large organizations shall,

(a) establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation;

(b) post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and

(c) review and update the accessibility plan at least once every five years.

What does compliance look like for this requirement??

This requirement requires the development of a Multi-Year Accessibility Plan.  This plan will outline how your company is going to prevent and remove barriers (both visible and invisible). This plan should cover all principles of the Accessibility for Ontarians with Disabilities Act (AODA) including independence, dignity, integration and equality of opportunity. 

This plan 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 Accessibility (including Customer Service, Information and Communication, and Employment).  This would ensure that accessibility is a part of your everyday business.

What are you doing to ensure compliance with this individual requirement?

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