AODA compliance: Benefits of being ahead of the game

As many of you already know, the AODA Customer Service Standard was the first of five accessibility standards to be enacted by the Ontario government in order to increase and promote accessibility in Ontario. 

The Customer Service Standard applies to the provision of goods or services to “customers”, which includes the public or other third parties.

What are the requirements under the Customer Service Standard?

• To create policies, practices and procedures for the provision of goods and services to people with disabilities;
• To know how to communicate with persons with disabilities;
• To allow the use of the use of service animals and support persons on parts of your organization’s premises open to customers;
• To allow use of assistive devices by persons with disabilities;
• To provide notification of temporary disruption in facilities or services;
• To provide a feedback process;
• To train all employees and other third parties that interact with customers on your organization’s behalf.

What is next for AODA?

There are a number of AODA obligations under the Integrated Accessibility Standard that will need to be complied with in the next couple of years. More specifically, these include obligations under the Information and Communication Standard as well as the Employment Standard. Some of these deadlines are rapidly approaching, and will likely require significant modifications to current policies, practices and procedures.

Under the Employment Standard, for instance, organizations may need to make changes to policies and practices throughout the whole lifecycle of employment commencing with the hiring process. The 

Employment Standard includes requirements in the following areas:

• The recruitment process
• Accessible formats and communication supports
• Workplace emergency response information
• Individualized accommodation plans
• The return to work process
• Performance management
• Career development and advancement
• Redeployment

Current policies related to hiring, job posting, accommodation, and performance evaluation will need to be reviewed and modified as necessary and new policies may need to be created in order to be compliant.

Can you share any examples of 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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Integrated Accessibility Standard

As well as compliance with the 13 requirements of the Customer Service Standard, the Integrated Accessibility Standard, published on June 7, 2011, requires all private and public companies to be in compliance with the 

Emergency Response and Planning for customers and employees with disabilities.  These pieces needed to be completed by January 1, 2012. 

The Integrated Accessibility Standard has specific compliance requirements in the areas of Information and Communication and Employment.  As well, this Standard requires all public and private companies to do the following:

• Develop an organizational statement of commitment to the values of accessibility. 
• Have a plan that covers how the company will prevent and remove barriers to accessibility (i.e., visible or invisible).  The plan has to be reviewed and updated at least once every five years
• Training in accessibility and disability as it relates to the Human Rights Code. 

When planning for compliance, it is important to develop key partnerships as more complex standards are implemented across the province.  I can support your company to meet accessibility compliancy requirements by making accessibility a natural part of your business.  In addition to providing subject matter expertise and/or consulting support, I can develop and deliver training on the Ontario Human Rights Code and accessibility policy development. 

As the Accessibility for Ontarians with Disabilities Act (2005)(AODA) is implemented throughout the province there is potential for future change.  To learn more about compliance and the Accessibility for Ontarians with Disabilities visit:  www.accessibilitycompliance.ca .  My goal in the next couple of months is to allow companies to discover and share some of the evidence that is required to ensure compliance with the many components of the Integrated Accessibility Standard.

Can you share any examples of 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 @ 416-579-1035 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 @ 416-579-1035 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 

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

Learning disabilities

Using words
Don't say	Say
learning disabled learning disordered dyslexic autistic	a person with a learning disability or people with learning disabilities a person with dyslexia a person with autism a person with Autism Spectrum Disorder

Learning disabilities are information processing disorders. They can affect how a person acquires, organizes, expresses, retains, understands or uses verbal or non-verbal information.

Here are some examples:

• dyslexia (problems in reading)
• dyscalculia (problems in mathematics)
• dysgraphia (problems in writing and fine motor skills).

People with learning difficulties may have problems communicating.

You may not know that a person has a learning 

disability unless you are told.

Tips on how to interact with people who have learning disabilities

• Patience and a willingness to find a way to communicate are your best tools.
• When you know that someone with a learning disability needs help, ask how you can best help.
• 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. For example, have a paper and pen handy.
• If you're dealing with a child, be patient, encouraging and supportive.
• Be courteous and patient. The person will let you know how to best provide service in a way that works for them.