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/
Thursday, September 29, 2011
Friday, September 23, 2011
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/
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/
Saturday, September 17, 2011
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
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
Tuesday, August 30, 2011
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
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
Wednesday, August 24, 2011
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
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
Tuesday, August 16, 2011
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
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
Saturday, August 6, 2011
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/
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/
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