ACCESSIBLE CUSTOMER SERVICE TRAINING County of Essex November 2009.
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Transcript of ACCESSIBLE CUSTOMER SERVICE TRAINING County of Essex November 2009.
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ACCESSIBLE CUSTOMER SERVICE TRAINING
County of EssexNovember 2009
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Did you know…
Approximately 15.5% or 1.85 million Ontarians have a disability, up from 13.5% in 2001
Estimated that by 2025 approximately 3 million Ontarians will have a disability – representing 20% of the population
Not every disability is visible Examples include: vision disabilities,
deafness or being hard of hearing, intellectual or developmental disabilities and mental health disabilities
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Benefits of Accessibility Economic Benefits
Accessibility generates new spending in the retail, tourism and hospitality sectors
People with disabilities in Canada have an estimated annual consumer spending power of $25 billion
Social Benefits Universal perspective to accessibility
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Consequences of Inaccessibility Inaccessible organizations will be
left behind Untapped labour market potential Loss of business opportunities Penalties under the AODA
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Legislation Governing Accessibility in Ontario Ontarians with Disabilities Act
(ODA) 2001 Accessibility planning for government
and broader public sector – still in effect
No standards. Limited enforcement ODA expected to be repealed when all
the standards are in place under the AODA
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Legislation Governing Accessibility in Ontario Accessibility for Ontarians with
Disabilities (AODA) Provides for standards with timelines
for compliance, in accessing goods, services, buildings and employment
Standards will foster integrating accessibility into regular business and capital planning
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AODA Compliance with standards for
accessing goods, services, buildings and employment
File certified accessibility reports by both public and private sector organizations
Reports will focus on specific requirements in the standards
Enforcement and inspection will apply
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Enforcement under the AODA Enforcement provisions
established in AODA Timeframes for compliance
established in Standards AODA establishes that ‘inspectors’
will have the power to require production of documents and records and to question people
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Enforcement under the AODA The Director may make
compliance orders (after notice and an opportunity for submissions) and impose administrative penalties
Orders may be appealed to a tribunal
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It is an offence to… Furnish false or misleading
information in an accessibility report
Fail to comply with an order Obstruct or fail to answer relevant
questions of an inspector Provide false or misleading
information to an inspector or withhold relevant information
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It is an offence For a director or officer of
corporations to fail to take all reasonable care to prevent the corporation from committing an offence
The penalty: a director or officer may be fined up to $50,000 per day
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Penalties for offences Fine of up to $50,000 for persons
or organizations for each day or part-day that an offence occurs or continues
Greater fines for corporations: up to $100,000 per day
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What can we expect in AODA standards? Accessibility standards regulations
will contain requirements for the identification and removal of barriers with respect to goods and services
And for the prevention of the erection of such barriers
There will be implementation time frames
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A ‘barrier’ is defined in AODA Anything that prevents a person with
a disability from fully participating in all aspects of society because of the disability
Barriers may be physical, architectural, attitudinal, an information or communication barrier, a technological barrier, or policy or a practice
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‘Disability’ is also defined Any degree of physical disability Including but not limited to diabetes, epilepsy,
brain injury, paralysis, amputation, lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog or other animal or wheelchair or appliance
Mental impairment or developmental disability Learning disability or dysfunction in
understanding or using symbols or spoken language
Mental disorder Injury for which WSIB claimed or received
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Five Standards Development Committees Customer Services – regulation
now in effect Transportation Accessible Information and
Communications Accessible Built Environment Employment Accessibility
For status visit www.AccessON.ca
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Talk to Me T – take the time to ask, May I help
you? A – Ask, don’t assume. Never assist
unless asked to. L – Listen attentively and speak
directly to the person with the disability
K – Know the accommodations and services available in your community.
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Accessibility Standard for Customer Service – O.R. 429/07 Came into force on January 1, 2008 First accessibility standard under AODA Applies to all organizations that provide goods
and services to customers in Ontario and have at least one employee
It does not apply to services provided internally within an organization
Goods themselves are not covered; it’s the manner in which they are provided – their ‘provision’ – that must be done in an accessible manner
Contracted-out providers must also comply
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Main area covered in O.R . 429/07
Development of policies, practices, procedures (including specific attention to personal assistive devices)
Service animals and support persons Training of employees Provision of notice of disruption Establishment of a system for feedback Reporting requirements
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Timelines for Compliance Municipalities and other
designated public sector organizations must comply with the customer service standard by January 1, 2010
Other providers of goods and services (including private sector) must comply by January 1, 2012.
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Policies, Practices and Procedures – what is required?
Organizations shall establish: Policies (what they intend to do) Procedures (how they will do it) and Practices (day to day implementation,
including behaviour of employees) Governing their provision of goods
or services to persons with disabilities
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Principles Providers must use reasonable
efforts to ensure that policies, practices and procedures are consistent with the core principles:
Dignity Independence Integration Equality of opportunity
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Other basic requirements under O.R. 429/07 Policies must deal with allowing the use of
personal assistive devices Providers shall communicate in a manner
that takes into account the person’s disability
Designated public sector organizations and private sector organizations with over 20 employees shall prepare document(s) describing their policies, practices and procedures
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Service Animals Providers operating out of premises to
which the public has access must ensure entry by a person with a disability accompanied by a guide dog or other service animal, and must permit the person to keep the animal with him or her
One exception is if the animal is excluded by law and then you must ensure other means are available
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Service Animal definition A dog trained as a guide for a blind person
and having the qualifications prescribed by the regulations under the Blind Persons’ Rights Act
An animal that is readily apparent as being used for purpose relating to a disability
Includes an animal where the person provides a letter from a physician or nurse confirming the animal is required for reasons relating to disability
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Support Persons Permit people with disabilities who use a
support person to bring that person with them while accessing goods or services in premises open to the public or third parties
Where confidentiality is important because of the information discussed, you may require the support person to sign a confidentiality agreement
In rare instances, an organization may require a person with a disability to be accompanied by a support person
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Where admission fees are charged, notice must be provided ahead of time on what admission, if any, would be charged for a support person with a disability
Notice of Admission Charges
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Notice of Service Disruption Notice must be given when facilities or services
that people with disabilities rely on to access or use your goods or services are temporarily disrupted
This notice must include reasons for the disruption, anticipated duration and a description of alternative facilities or services if any that are available
The notice may be given by posting information at a conspicuous place on premises, posting on website or other reasonable method
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Training of employees, volunteers, contractors Training must be provided to
everyone in your organization who; Interacts with the public as well as other
third parties who act on your behalf Influences the development of policies,
practices and procedures Identifying who to train depends on
actual roles of people, not their job descriptions
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Training Content Purposes of the AODA and requirement of
the customer service standard Instruction on how to interact and
communicate with people with various types of disabilities
Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animals or a support person
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Training Content (cont’d) Instruction on how to use equipment or
devices available to your premises or that you provide otherwise, that may help people with disabilities access your services, such as TTY telephone, elevators, lifts, accessible interactive kiosks or other technology; and
Instruction on what to do if a person with a disability is having difficulty accessing your services
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When must training be done January 1, 2010 for public sector January 1, 2012 for private sector If policies, practices and
procedures on the provision of goods or services to people with disabilities change, you must provide updated training to those individuals who require such training as soon a practicable
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Training Records Public sector organizations or other
organizations with 20 or more employees must keep records of the training provided, including the dates when the training is provided and the number of individuals to whom it is provided.
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Feedback Process Organizations must establish a process for
receiving and responding to feedback about the manner in which they provide goods and/or services to persons with disabilities
Information about the feedback process must be made available to the public
The process must allow feedback in person, by phone, in writing or electronically
The feedback process must indicate what actions you will take after you have received a compliant.
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Documentation Required Public sector organizations and private sector
organizations that have more than 20 employees must:
Have documentation in writing of all your policies, practices and procedures for providing accessible customer service and meet other document requirements set out in the standard
Notify customers that documents required under the customer service standard are available upon request
When giving documents required under the customer services standard to a person with a disability, provide the information in a format that takes into account the person’s disability
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Accessibility Directorate of Ontario Public education and awareness Provide compliance assistance support to
obligated sectors Establish Standards Development Committees
to develop accessibility standards Assist Accessibility Standards Advisory Council
in fulfilling its mandate Consult and partner with organizations to
support compliance assistance Enforcement of the AODA and its standards
through compliance assurance framework
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Resources Contact centre dedicated to answering calls
regarding the AODA and the regulations (Toll-free: 1-866-515-2025/TTY:416-325-3408/1-800-268-7095)
www.AccessON.ca/compliance - A one-stop shop for AODA information and resources to assist organizations in complying with accessibility standard regulations including: A guide to the accessible customer service
standard Tools, tip sheets and ‘how to’ primers Resources in various media formats Strategic public and private sector partnerships
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Essex County Accessible Customer Service Policy #09-001
Adopted by Essex County Council on May 6, 2009
Purpose – County committed to being responsive to the needs of all our residents and visitors – to do this must ensure all good and services are being provided in an accessible manner
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Reasonable efforts will be made to ensure goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
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Essex County Accessible Customer Service Policy #09-001 (cont’d) Definitions – Person with Disability –
consistent with definition in AODA and Ontario Human Rights Code
Service Animals - readily apparent used by person for reasons related to disability
Can require letter from physician or nurse confirming require service animal
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Definitions (cont’d) – Support Person – person who
accompanies a person with a disability to help with communication, mobility, personal care or medical needs or access to goods or services
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Who does this policy apply to?. All County of Essex employees and
policy makers of the County that have any interaction with the public and to all volunteers and contractors who have interaction with the public on our behalf
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Procedure and Practices – general procedures and practices setout in policy.
Specific procedures and practices for each Department have also been documented
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Feedback Process The feedback process included our
Policy allows for complaints or general comments to be submitted to us in a number of different formats including:
On-line through our website www.countyofessex.on.ca
E-mail to [email protected]
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Feedback (cont’d) Telephone Department Head or
designate responsible for receiving the complaints or comments
TTY call through TEXTNET – phone number is 1-877-624-4832
Copy of the Feedback form is included in your ACS Reference Manual – Tab 7
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Feedback – (cont’d) Our policy provides a commitment
of 30 days for a response to be provided to anyone providing a comment/complaint
If some expertise is required to deal with the complaint it can be directed to the Essex County Accessibility Advisory Committee
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Feedback (cont’d) If no resolution can be reached
between the complaint and the Department Head – refer to CAO
Failing resolution with CAO, complaint has option of presenting issue to County Council
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Service Disruption The County must provide notice if there is
going to be some kind of planned services disruption which will prevent a person with a disability from accessing our services
Notice must include reason for disruption, duration and a description of alternate facilities or services if any available
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Essex County Accessible Customer Service Policy #09-001 (cont’d)Service Disruption (cont’d) Our policy requires the ‘notice’ will be
posted at a conspicuous place at the facility involved, on the County website and audio messages will be recorded on the automated telephone attendant for the facility
With enough notice it may be put in a newspaper or local radio
As much notice as possible will be given for temporary service disruptions
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Procedures and Practices1. Communications – takes into
consideration a person’s disability2. Training – appropriate training if
interact with the public3. Service Animals – permitted in
County facilities open to the public unless excluded by law
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Procedures & Practices (cont’d) Support Persons – are permitted to
accompany a person with a disability to County premises normally open to the public
If there is admission charged, our policy is that we provide advance notice if the support person will be charged
Our practice has been to waive admission fees for support workers
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Format of Documents No one format is accessible to all
people Our policy requires that, upon
request, we SHALL give the person a document or information contained in the document that is in a format that takes into account a person’s disability
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Format of Documents (cont’d) Where possible follow CNIB’s Clear
Print Standards Font size no smaller than 12 Contrasting colours – black text, white
background Verdana or Arial fonts (not-decorative) Wide spacing between letters & lines
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Format of Documents (cont’d) Printed materials of the County
produced for the public should contain the note “ALTERNATE FORMATS ARE AVAILABLE UPON REQUEST” and include relevant contact information.
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Format of Documents (cont’d) Persons requesting documents in
alternate formats will be consulted with, to determine what format best meets their needs
Document conversions will be done in a timely manner depending on the complexity of the conversion
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Format of Documents (cont’d) Conversion will be done in-house if
possible If there is a cost involved to make
the document conversion, the department of origin shall be responsible for the cost of the conversion, materials and distribution, not the public requestor.
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Training The County policy specifies that
every person who deals with the public on behalf of the County, whether they be an employee, volunteer, agent or other shall receive training on accessible training
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Essex County Accessible Customer Service Policy #09-001 (cont’d)
Assistive Devices Our policy specifies that we will allow
people with disabilities to use their own assistive devices
If a person isn’t able to access our goods and services using their own assistive devices, we need to try to find a way to deliver the service that will meet the needs of that individual
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Additional Resources The Association of Municipal
Managers, Clerks and Treasurers of Ontario (AMCTO) has launched an ‘Accessibility Toolbox’ which can be accessed by anyone at: http://www.accessiblemunicipalities.ca/
The information provided is not just applicable to municipalities