For information purposes only 1

Inclusive Customer ServiceFrom Here to There:

The material contained in this presentation is for information purposes only.

For information purposes only 2

• Customer: the person receiving the service

• Person with a disability: language that is respectful of the individual

• Person-first language: recognizes that service is to the person, not to the disability

Terminology

For information purposes only 3

Session AGENDA

• The Accessibility For Ontarians with Disabilities Act (AODA)

• People with Disabilities• Accessible Customer Service• Accessibility Directorate of Ontario• Implementation and Resources

Inclusive Customer Service Agenda

For information purposes only 4

Accessibility in Ontario must become

widespread and commonplace, so that

people with disabilities can count on it,

on a daily basis.

For information purposes only 5

Context• Accessibility for Ontarians with Disabilities Act (AODA)

became law in 2005

• The Accessibility Directorate of Ontario (ADO) is responsible for supporting and monitoring compliance

• As each Accessibility Standard is developed, compliance is province-wide and mandatory

For information purposes only 6

Underlying Principles of the AODA

• Independence• Dignity• Integration• Equal Opportunity

Based on the Ontario Human Rights Code (OHRC)

For information purposes only 7

The Process of Developing the Standards

The Accessibility Standards have been, and are being, developed through a transparent and inclusive process with extensive community participation.

People with disabilities, representatives from the nonprofit, business, and public sectors, as well as staff from related provincial ministries, provided input.

For information purposes only 8

AODA Standards

• Customer Service Standard was the first to become law

• The Integrated Accessibility Standards, which combine transportation, information & communication, and employment, became law July 3, 2011

• The proposed Built Environment Standard is not yet law. It is with government for consideration

For information purposes only 9

The Customer Service Standard

By January 1, 2012, Nonprofit organizationsin Ontario must provide goods and services

in a way that makes them accessible topeople with disabilities

For information purposes only 10

Accessible customer service is about understanding that people with disabilities may have specific needs.

It can be as simple as asking “How can I help?” and making small changes to meet the need.

For information purposes only 11

Serve-Ability e-learning Course & Tools• Valuable training resource developed by the ADO

45 minute e-learning course on AccessON web site http://www.mcss.gov.on.ca/mcss/serve-ability/splash.html

• Printed material includes: Training Resource for Small Business and Organizations Compliance Manual for Businesses and Organizations

For information purposes only 12

AODA Overview of Disability• Any degree of physical disability• Mental impairment or developmental disability• A learning disability• A mental disorder• An injury/disability under Workplace Safety and

Insurance Act, 1997

For information purposes only 13This material is for information purposes only.

For information purposes only 14

• Visible and non-visible disabilities

For example:Depression is a mental illness that is not visible

For information purposes only 15

• Disabilities that are episodic in their effect

For example: Multiple Sclerosis can effect sufferers differently each day

• Disabilities of different severity

For example: Arthritis severity often increases over time

For information purposes only 16

FACT: More than 15% of Ontarians live with a disability

REALITY: The other 85% can be described as currently ‘abled’

GOAL: Equitable and Respectful services for all Ontarians

As the population of Ontario ages, the percentage of Ontarians living with a disability will increase.

For information purposes only 17

For information purposes only 18

Barriers to Accessibility

• Attitude: stereotypes and language that focus on a person's disability rather than on their abilities

• Physical: an ‘accessible’ building where the washroom entrance is too narrow to accommodate a wheelchair

• Communication: information provided only in print and only in one font size

www.mcss.gov.on.ca/en/mcss/programs/accessibility/understanding_accessibility/understanding_barriers.aspx

For information purposes only 19

The Purpose of the Accessibility Directorate of Ontario

Develop, implement and enforce standards that will make goods, services, facilities, accommodation, employment, buildings, structures and premises accessible to Ontarians with disabilities.

For information purposes only 20

ADO’s Role in the Compliance Process

• Provide ADO resources, education and guidance to organizations in Ontario as they comply with the AODA

• Provide the AODA Contact Centre to answer enquiries about the AODA and the Standards

Support and consultation are embedded in the complianceprocess. Penalties are a means of last resort.

For information purposes only 21

Compliance is Mandatory

The Act gives the government the authority to set monetary penalties to enforce compliance.Penalties will be used only after all compliance assistance efforts have been exhausted. Penalties for non-compliance can range from $200 to $15, 000; continued non-compliance up to $50,000 per day for Directors & $100,000 per day for an organization.

For information purposes only 22

Organizations with at least one paid

employee (full, part-time or seasonal)

providing goods or services in Ontario

must comply with Customer Service

Standard requirements.

For information purposes only 23

Organizations with 20 or more

employees have additional

requirements related to

documentation and reporting.

For information purposes only 24

For information purposes only 25

Policies, Practices and Procedures

All 11 Requirements need policies, practices and procedures. Grouped in useful categories:

Assistive devices, service animals and support person(s) Communication Training

For information purposes only 26

Policies, Practices and Procedures re:Assistive devices, service animals, support person(s)

Permit people with disabilities to• Use personal assistive devices• Be accompanied by their service animal• Be accompanied by a support person

For information purposes only 27

Policies, Practices and Procedures re:Communication• Communicate in a manner that takes into account a

person’s disability• Provide notice of temporary disruption in service• Where admission fees are charged, give advance

notice of admission fee for support person• Provide clear accessible process for organization to

receive feedback and respond to complaints

For information purposes only 28

Policies, Practices and Procedures re:Training

Train staff, volunteers and others• who prepare policies, practices and procedures • who provide direct service to the public, to other

organizations or businesses in Ontario • when someone is new to the organization• when services or circumstances change

For information purposes only 29

Training Must Include

• Purpose of AODA and requirements of Standard• Four core principles• Organization-specific policies, procedures and

practices for serving people with disabilities • Information about various types of disabilities and

ways to provide services effectively & respectfully

For information purposes only 30For information purposes only.

For information purposes only 31

Organizational Process• Determine person(s) to be responsible for

preparing policies, practices and procedures• Identify who needs to be trained• Establish training roster and schedule• Communicate plans and progress to engage

commitment from everyone in organization

For information purposes only 32

Becoming and Staying Compliant • Use audit tools during implementation• Conduct regular review of policies & process• Provide training when circumstances, policies

or personnel (staff/volunteers) change• Evaluate feedback received

For information purposes only 33

Resources on USB• PowerPoint slide deck August 26, 2011• H-out: Requirements of the Customer Service Standard• From Here to There: CSS Workbook• Notes for Executive Director and Board of Directors• AODA Information for E.D., Board, staff and volunteers• Tip sheets on serving customers with disabilities• AODA CSS: Guide, Compliance Manual & Training Resource

For information purposes only 34

Topics Covered

• Purpose of AODA • Overview of Disabilities• Role of the ADO• Requirements of the Customer Service Standard• Implementation• Resources

For information purposes only 35

Inclusive Customer ServiceFrom Here to There:

The material contained in this presentation is for information purposes only.

Web siteswww.ontario.ca/AccessON www.volunteertoronto.ca www.search.e-laws.gov.on.ca/en/search/#LegalAdvice

For information purposes only 36

Coming together is a beginning. Keeping together is progress. Working together is success. - Henry Ford

For information purposes only.