thinking_about_inclusion

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Christine Burke and Simon Goldsmith

Thinking About InclusionTaking personal and corporate responsibility for welcoming

everyone


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WelcomeThis little book is to help you make your services open and welcoming to

everyone. It doesnt matter whether your services are public, private orvoluntary, nor whether people pay at the point of use or not.

We have included some exercises andactivities. These are to help you and your stathink about things that could exclude peoplewho might use the services you provide(building based and non-building based).

The term customer is used throughout thisbooklet to denote people who use or purchaseyour services. This is in order to describeeverybody, including disabled people andpeople with learning disabilities or hiddenimpairments. Our intention is to help youconsider how you can make sure that everyoneis included and supported to use or take part in

your services.The term inclusion is also used throughout thebooklet. It means everyone in the communityis welcome. Also that there are no barriers(whether physical, emotional or attitudinal) andthat they know they are welcome.

Also included is a toolkit to help you assess

your practice and develop an action plan thatwill make your organisation accessible to alland expand your customer base.

We hope you nd this useful and that thisbooklet can complement your own evaluation

processes . We would welcome your feedbackor indeed the chance to talk more about theideas and action.

This booklet was written as an outcome of ourwork in developing inclusive practice which canbe found in The Accomplished Community.See our website to download this guide:

www.learningdisabilities.org.uk/publications
http://www.learningdisabilities.org.uk/publicationshttp://www.learningdisabilities.org.uk/publications


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Do you pride yourself on customer satisfaction? Yes No

How do you know what yourcustomers think of your services? Yes No

1. Do people come back?

2. Do people come back more than once?

3. Do they have a choice?

4. Do they recommend you to others?

5. What do they say about you?

6. What proportion of your sta class themselves asdisabled?

7. What might prevent disabled people to work for yourorganisation?

8. Are disabled people hired as volunteers?

9. Is there a career progression for volunteers?

10. How do you know if you are including everyone?

If the answer to thisquestion is yes, thisbooklet is for you.

If the answer to any ofthese questions is noor I dont know, youmay nd this bookletuseful.


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Who is missing from your services?

Yes No

Wheelchair users

People with learning disabilities

Non-English speakersPeople with autism

Visually impaired

Hearing impaired

Older people

People with dementia

People with hidden impairments

People with mental health issues

Who else do you think is missing?

Are they: missing altogether? coming less requently than others? less satisfed?


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A bit about inclusionIts easy to say you want to welcome more people and expand your

customer base. But making it happen can feel hard.We are not always aware of peoples diverseneeds. Sometimes we make mistakes, or areafraid of getting it wrong. Sometimes we area bit afraid of people who seem dierent.This may tempt us to create separateprovision for people like them.

But history has taught us that this createsisolation and sometimes abuse.

It can also give the wrong message to thewider community that some people cannotbe included.


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The right to be valuedWe are born in a world that values people dierently. This aects how

others treat us, and also how we feel about ourselves.We are not born with such judgements aboutthe value of people. We learn this from ourfamilies, television, news and social media,books, friends and peers.

When people are asked to make a judgementin terms of how the world values them, we ndresponses are consistent about who mattersand who does not. Celebrities are often at thetop of the list and disabled people are often at

the bottom.

This is one of the challenges of inclusion. Itis important to understand how we learn ourattitudes towards people and how this aectshow we treat them. If we believe that peoplecannot learn and have no capacity to grow

or enjoy the same things as others, we maydeliver services that separate them from therest of us.

Specialist services have often segregatedpeople and they have taught communitiesabout how they respond. We have much tolearn from turning the tables and listeningclosely to colleagues in mainstream services

who work with the public every day,The more we understand this, the more weappreciate that we all want similar things inlife. It is our dierences that make the world anexciting place to be.


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On the following pages are some thingsyou can do with your sta to:

- get them to think about who may beexcluded and why

- develop an action plan to make yourorganisation open to all.

The sets of questions have been suggestedto promote discussion that will help with youraction plan. Youll also nd a self-assessmenttoolkit that can be used to help with your

action planning.

The exercises are intended to help your stato think about how they support customersand how they are made to feel welcome.You can use this information as an onlineexercise for your sta to answer and thinkabout on their own, or you can bring them

together to discuss the questions. We nd ithelps if sta can nd time to work together,as it enhances their creative thinking andteam work.


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Exercise one:on being valuedUse these questions to help sta to think about all aspects of yourservices, from marketing to delivery and customer care. It will helpwith developing ideas about how to reach your potential customersand ensure they feel welcome.

- How do we show all our customers thatthey are valued?

- How can we show these things to allcustomers and potential customers?

- If we treat people the same, is that thesame as treating them of equal value?

- Do we value people for theirachievements and abilities, or for theirqualities and humanity?

- How have we learned to judge theworth of another?

- How do we make sure everyone is

valued and supported to access everypart of our activity?

- Make an assessment as to how easyyour service is to use?

- What is happening outside that makethings dicult?

- What is happening inside that makes itdicult?


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Exercise two:every picture tells a storyUse the pictures that follow as a discussion point with your sta. Askthem to look at the pictures and say what they feel about the messagethey relay. Use the following points to guide your conversation.

- Are there physical barriers to people

using your services? Ask people toidentify physical barriers in their owndepartment and write a list.

- How do we communicate informationin ways that are accessible to everyone,particularly to people who have dicultyreading?

- How could we support everyone to usethe same service oer? What could bethe benets? (For example, friendships,

learning, opportunities for everyoneto contribute, etc.) If you are oering aseparate service for one section of thecommunity, ask why? And discuss whatstops that section of the communityparticipating alongside others.


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Exercise three:more about being valuedThe aim of this exercise is for sta to consider the steps and actionsthat help people to feel welcome and that they belong.

Ask people to discuss:

- What makes you feel welcome?

- How do you welcome people in yourhouse?

- How do you make people feel welcomein your place of work?


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Getting the basics in place

Yes/No If no, by when?Who is

responsible?

Do you have clear and shared valuesand principles across your organisationto support your work with all possiblecustomers in the community?

Do you have a 3/5 year strategy for thiswork?

Are you able to state your recentachievements and current priorities foraction in this area of work?

Are you clear who is involved and who isleading this work?

Self-assessment template

This self-assessmentis only intendedas a guide to helpyou check yourunderstandingof what needs tohappen to make yourbuildings and practice

accessible to all.We have created awork template of thisassessment toolkit foryou to use to assessyour organisation/service. To download,see the websites

below:

www.learningdisabilities.org.uk/publications

www.valuesinc.co.uk
http://www.learningdisabilities.org.uk/publicationshttp://www.valuesinc.co.uk/http://www.valuesinc.co.uk/http://www.learningdisabilities.org.uk/publications


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Having an eective plan in place for meeting specic needs


responsible?

Do you have an action plan withclear priorities and outcomes, andarrangements in place to make ithappen and for monitoring and review?

Does the plan clearly identifyresponsibilities for action?

Does the plan include the dierentneeds of dierent local communities?

Getting the basics in place


responsible?

Do you have a system for agreeingspecic outcomes related to a broad

range of access issues and monitoringprogress?

Do you have a breakdown (withnumbers) of dierent communities inyour area?


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Promoting equality


responsible?

Have you decided what should be doneto eliminate discrimination?

Do you ensure that all sections of thecommunity have fair access to yourservices?

Have you decided how your sta willshow all customers that they are valued?

Do you have a broad range of positiveimages in display that represents thediversity of their local community?

Have you decided how to attract missingcustomers?

Having an eective plan in place for meeting specic needs


responsible?

Does the plan show how it will befunded?

Does the plan include an eectivetraining programme that includesdisability awareness?


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Promoting equality


responsible?

Have you decided how you are goingto make sure that sta are treatingeveryone according to their needs?

(Equal does not mean the same).

Have you decided how to make sure thateveryone is valued and supported toaccess every part of your organisation?

Have you decided how you will ensuredisabled people are to be supported toparticipate in all activities?

Have you decided how your sta aregoing to make sure you are able toinclude everyone in activities?

Have you decided how you will createan ethos of inclusion throughout theorganisation and avoid the pitfall ofsegregation?

Have you decided what should be doneto promote positive attitudes towardsdisabled people?


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Questions relating to your buildingAdapted from a questionnaire used by Shoppers Anonymous, West Sussex

Outside the buildingYes/No

If no, bywhen?

Who isresponsible?

Is it easy to get to your service by public transport?

Is there a clear sign to your building/service?

Is the entrance clearly marked and accessible toall?

When you ask local people about your organisation,do most know where it is?

Does the building look nice from outside?Overall, does the service/building look welcoming?

Could you see the opening/closing times?

Are the opening time signs easy to read?

Is the area outside safe?

Is it easy to open the door?

Is there a bell to ring if someone needs help?

Is the bell low enough for everyone to reach?


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Questions relating to your building

Outside the buildingYes/No

If no, bywhen?

Who isresponsible?

Is there car parking nearby?

Is the parking charge reasonable?

Does the car park have blue badge spaces?

Is it easy to access dropped pavements?

Inside the buildingYes/No

If no, bywhen?

Who isresponsible?

Is the oor clear immediately inside?

Is there a low-level counter for people using awheelchair?

Is the temperature comfortable?

Is there a customer toilet available?

Are there clear signs for the toilets?

Is there an accessible toilet?

Is it clear where you need to go to ask for theaccessible toilet key?


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Questions relating to your building

Inside the buildingYes/No

If no, bywhen?

Who isresponsible?

Is the approach to the accessible toilet clear?

Is the accessible toilet clear of obstructions insideand outside?

Are there comfortable chairs to sit on?

Is there easy read information available?

Are all areas accessible to wheelchair/pushchairusers?

Is there a lift available to upper oors?

Are signs big enough to read?

Is it easy to nd your way around the building and todierent activities?

Is there a notice board for information?

Is the notice board accessible and easy to use by allcustomers?

Do images on notice boards represent allcustomers?

Customer service


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Customer service

Yes/No

If no, bywhen?

Who isresponsible?

Are sta members available to help?

Are sta welcoming when you approachthem?

Are sta members easily identied?

Do sta smile?

Do sta greet customers politely?

Do sta use eye contact?

Are the sta friendly and helpful?Are sta prepared to oer help if needed?

Do sta members take time and considercustomers needs when they ask for helpor assistance?

Are sta members able to answer customersquestions? Or know whom to ask?

Do sta members have access tocommunication aids if a customer needs one?

Do sta have name badges with large print oncolour contrast?


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Developing anaction planDrawing on the results of the exercises you have chosen to use:

- Ask your sta to list all the thingsthat they feel are barriers to includingeveryone

- Ask them to look at all the barriers andsuggest solutions to each barrier

- Use the information to inform youraction plan.


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Practical thingsyou can do now

- Install at least one low reception desk

- Ensure communication is oered indierent formats including person toperson

- Move mops, buckets and stored goodsout of accessible toilets (for disabledpeople)

- Know where the key to the accessibletoilet is

- Use plain English with simple pictures tohelp make your point or instruction clear

- Smile

- Dont cover your mouth when you talk,so that people can lip read

- Listen to your customers and ask whatwould help them to be included

- Ensure your website makes it clear thateveryone is welcome

- Treat people with learning disabilitiesas adults and nd out what would helpthem to use all your services

- Review your room layouts to ensureclear passageways and aisles

- Publicise how easy and accessible youare


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Building Inclusive Kent CommunitiesOur Community Partners

Libraries & Archives

Tonbridge and Malling

Tunbridge Wells

Swale

Libraries & Archives

V l I


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Values Inc.An independent community based organisation that works on project management anddelivery of work that pushes new boundaries in the area of social service transformation andwhole community responses to overcoming the barriers faced by disabled people. ValuesIncorporated has developed, in partnership with The Avenues Group, Community Futures

Kent, a community organisation run by, and with a learning disability to open up mainstreamservices to all.www.valuesinc.co.uk

Foundation for People with LearningDisabilitiesWe work to break down the economic and social barriers and prejudice that people withlearning disabilities face throughout their lives.

We promote the rights, quality of life and opportunities of people with learning disabilitiesand their families. We do this by working with people with learning disabilities, their familiesand those who support them to:

- Do research and develop projects that promote social inclusion and citizenship- Support local communities and services to include people with learning disabilities

- Make practical improvements in services for people with learning disabilities- Spread knowledge and information.

www.learningdisabiities.org.uk
http://www.valuesinc.co.uk/http://www.learningdisabiities.org.uk/http://www.learningdisabiities.org.uk/http://www.valuesinc.co.uk/


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Values Incorporated


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Foundation for Peoplewith Learning Disabilities

Colechurch House1 London Bridge Walk

LondonSE1 2SX

Telephone:020 7803 1100Email:[email protected]:www.learningdisability.org.uk

Registered charity numberEngland 801130Scotland SC039714

Values Incorporated 2012

changinglives

75 Claremount RoadHextableSwanleyKentBR8 7QS

Email:

[email protected]:www.valuesinc.co.uk
mailto:info%40fpld.org.uk?subject=http://www.learningdisability.org.uk/http://www.learningdisability.org.uk/mailto:simon%40valuesinc.co.uk%0D?subject=mailto:simon%40valuesinc.co.uk%0D?subject=http://www.valuesinc.co.uk/http://www.valuesinc.co.uk/mailto:simon%40valuesinc.co.uk%0D?subject=http://www.learningdisability.org.uk/mailto:info%40fpld.org.uk?subject=

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