27/06/2012 11:28 AM United Methodist Committee on Relief writes: - - PDF document

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27/06/2012 11:28 AM United Methodist Committee on Relief writes: - - PDF document

27/06/2012 11:28 AM United Methodist Committee on Relief writes: The Body of Christ cannot be complete until all people are accepted into their communities of faith. However, a welcome sign outside the church is not enough. The sign may say,


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“The Body of Christ cannot be complete until all people are accepted into their communities of faith. However, a welcome sign outside the church is not enough. The sign may say, "Welcome," but the steps may say, "You must be able to walk up stairs to enter." ….. …..Before churches can become truly welcoming communities for persons with disabilities, our procedures, and the way we communicate must be evaluated and made accessible.” United Methodist Committee on Relief writes:

Accessibility for Ontarians with Disabilities Act, 2005 (A.O.D.A.)

Customer Service

Standards developed & approved Effective January 1, 2012

Employment Transportation Information & Communication Built Environment

Standards drafted, awaiting Government approval No date set

Effective January 1, 2015 Integrated Accessibility Standards developed & approved in August 2011

For more information on this Integrated Accessibility Standard go to: http://www.e-laws.gov.on.ca/html/source/regs/english/2011/elaws_src_regs_r11191_e.htm

UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer UNIT 3 Training UNIT 4 Next Steps Optional Case Studies + Tips

  • Reg. 429/07
  • Scope of Regulation
  • Specific Requirements
  • Role

Case Studies

  • Problem solving obstacles to

break down barriers

  • Tips for Customer Service

Accessibility Officer Specific Tasks Next Steps

  • Future phases
  • FAQ’s

Training

  • Staff
  • Volunteers
  • Leadership

Unit 1 will focus on:

  • The SCOPE OF REGULATION 429/07
  • Specific REQUIREMENTS for places of worship
  • The ROLE of an Accessibility Officer/Committee

UNIT 1

  • Reg. 429/07

For complete copy of Regulation 429/07 click here: http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

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Our interaction with all those who come through our doors or access

  • ur services.

Regulation 429/07 Core Principles:

  • 1. Respect & Dignity
  • 2. Independence
  • 3. Integration
  • 4. Equal Opportunity

What does "Customer Service" refer to in a church context?

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Optional Case Studies + Tips

What do I need to do to comply?

You must provide accessible customer service.

  • Select a POINT PERSON (an ACCESSIBILITY OFFICER)

This person will likely seek support of other ministry leaders in the church (an ACCESSIBILITY COMMITTEE).

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Accessibility for Ontarians with Disabilities Act, (AODA) Customer Service Standard It’s the law!

Fines if found guilty:

  • up to $100,000 per day to your organization
  • plus $50,000 to each Director

A.O.D.A. Enforcement:

  • Inspections
  • Compliance orders
  • Administrative penalties

http://www.aoda.ca/?p=1322

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Optional Case Studies + Tips

The Accessibility Customer Service standard is a voluntary standard. Places of Worship can decide whether or not to put it into practice.

True False

The Accessibility Customer Service standard is a voluntary standard. Places of Worship can decide whether or not to put it into practice. Sorry, this statement is FALSE.

The Customer Service standard is law, and therefore not voluntary. All places of worship must act in accordance to Regulation 429/07 prior to January 1, 2012.

For complete copy of Regulation 429/07 click here: http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

The Accessibility Customer Service standard is a voluntary standard. Places of Worship can decide whether or not to put it into practice. Congratulations! False is the correct choice.

The Customer Service standard is law, and therefore not voluntary. All places of worship must act in accordance to Regulation 429/07 prior to January 1, 2012.

For complete copy of Regulation 429/07 click here: http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

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3 (1) Establish policies, practices & procedures 3 (2) Ensure policies, practices & procedures align with core principles 3 (3) Establish policies on assistive devices 3 (4) Communicate in a manner that takes into account his/her disability 4 (2) Allow guide dogs or service animals 4 (4) Permit persons with disabilities to be accompanied by a support person 4 (6) Provide information regarding fees charged 5 (1) Train staff, volunteers 6 (1) Establish a process for feedback 7 (1) Provide notice of service disruption 9 (1) Documentation

  • Reg. Requirement
  • 1. Policies
  • 2. Equipment
  • 3. Service Disruptions
  • 4. Problem Solving

http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

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  • Additional resources:

– Ministry of Community and Social Services www.accesson.ca/compliance – Customer Service Standard http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

  • Sample goals / Terms of reference, etc.

http://www.christian-horizons.org/accessibility.html

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Optional Case Studies + Tips

UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer UNIT 3 Training UNIT 4 Next Steps Optional Case Studies + Tips

  • Reg. 429/07
  • Scope of Regulation
  • Specific Requirements
  • Role

Unit 2 Specific Tasks of Accessibility Officer or Committee Member Click on Red Unit 3 button to go directly to Training.

Unit 2 will focus on the role of the accessibility officer/committee

UNIT 2

Accessibility Officer

  • To coordinate & oversee accessibility tasks
  • To communicate with the Board/Leadership

Accessibility tasks include:

  • 1. Developing policies and procedures (including training)
  • 2. Recommending/obtaining equipment & supporting its use
  • 3. Communicating service disruptions
  • 4. Responding to accessibility complaints & problem solving

Note: Training and Documentation will be required in all four areas.

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Optional Case Studies + Tips

http://www.christian-horizons.org/accessibility.html

For Policy Templates click here

2nd: identify gaps

1st: current policies

3rd: develop

  • r revise
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Include:

  • Name
  • Date(s)
  • Signature

(This record should be kept on file.) Sample templates:

Jane Doe Library Jim Dean Pastor Rev. J. Dean

My Church

  • J. C. Smith

December 29, 2011 J.C. Smith 12/29/2011

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Click here

Personal Assistive Device

  • do not touch or handle without permission

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STOP!! DO NOT USE!! ELEVATOR UNDER REPAIR STOP!! Ramp under REPAIR.

“If, in order to obtain, use or benefit from a provider’s goods or services, persons with disabilities usually use particular facilities or services of the provider and if there is a temporary disruption in those facilities or services in whole or in part, the provider shall give notice of the disruption to the public.”

  • Ont. Reg. 429/07s.5(1)

Identify facilities, services or systems

List of Facilities & Services

  • Elevators
  • Ramps
  • Others

List of Systems or Services

  • Accessible washrooms
  • Amplification systems
  • Others

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Prepare a “DISRUPTION IN SERVICE” notice.

“Notice of disruption must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities

  • r services, if any, that are available. Ont. Reg. 429/07 s.5(2)

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“Every provider of goods or services shall establish a process for receiving and responding to feedback about the manner in which it provides goods or services to persons with disabilities and shall make information about the process readily available to the public. Ont. Reg. 429/07 s. 7(1)

Determine how to make information about the complaint process available to the public.

Information on your feedback process could include:

  • Where public can provide feedback
  • What information should be provided
  • Who is responsible for receiving feedback
  • What actions will be taken
  • Whether or not to expect an answer
  • How long it should take

Click here for a Template

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Optional Case Studies + Tips

“Every provider of goods or services shall establish a process for receiving and responding to feedback about the manner in which it provides goods or services to persons with disabilities and shall make information about the process readily available to the public.”

Determine how to receive feedback.

  • Ont. Reg. 429/07 s. 7(1)

Different Communication Methods

Online Accessibility Feedback Form * Name:

Click here to enter text.

Date: Feedback:

Click here to enter text.

Date Rec’d:

Click here to enter a date.

Rec’d by:

Click here to enter text.

Accessibility Officer Response:

Click here to enter text.

Respond by:

Click here to enter a date.

* Your privacy is important to us. Every effort will be made to keep your name confidential.

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Optional Case Studies + Tips

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UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer Tasks UNIT 3 Training

UNIT 4 Next Steps

Optional Case Studies + Tips Recommend equipment Equipment used properly Communicate disruptions Develop policies & procedures Respond to complaints

UNIT 3

Training

Unit 3 will focus on training to serve people with disabilities.

Training will include how to:

  • Review policies and procedures
  • Use assistive equipment and other supports
  • Communicate, including service disruptions
  • Respond to accessibility complaints

Training should include:

  • How to access policies.
  • How often are they reviewed or revised?
  • Signatures and dates.
  • Discussion on how it applies to ministry.

Review policies, practices and procedures and how it applies to your role Policies and procedures for your place of worship should be developed and in place prior to training being provided.

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What is a policy?

What you intend to do.

What is a practice?

What you actually do.

What is a procedure?

How you will carry out the policies. The Accessibility Officer/Committee will:

  • Determine who must be trained
  • 1. Deals directly with congregants
  • 2. Developing policies / procedures
  • Coordinate training
  • Decide on the format of training

If more than 20 paid employees….

  • Send documentation of training to A.O.D.A.
  • Include a summary of the contents of the training

Regulation 429/07 section 6(6). “Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall keep records of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.”

  • Ont. Reg. 429/07, Section. 6 (6).

Examine:

  • What is available
  • How does it work
  • Who may use it
  • Maintenance & repairs
  • Notification if broken

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Optional Case Studies + Tips

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* Clear instructions… …interact with guide dog or service animal? …assistance of support person? …what to do if fees are charged?

“How can I help you?”

Optional Case Studies & Tips

Core Principles:

  • 1. Respect & Dignity
  • 2. Independence
  • 3. Integration
  • 4. Equality of Opportunity

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Online / In person Newsletters / liturgy’s Notifications

Barriers Seek Feedback

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STOP!! DO NOT USE!! ELEVATOR UNDER REPAIR

Service Disruptions

  • Provide notice (post sign)
  • Contact specific people
  • Inform Accessibility Officer
  • Communicate anticipated duration
  • Apologize for inconvenience
  • If repairs take longer - inform

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Optional Case Studies + Tips

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Responding to Complaints

  • Choose a process for responding to feedback

 Who addresses feedback  What actions will be taken

  • Information about feedback process made available

 acknowledgement of complaint  anticipated response

  • 7. (1) Every provider of goods or services shall establish a process for receiving and responding to feedback

about the manner in which it provides goods or services to persons with disabilities and shall make information about the process readily available to the public. (3) The feedback process must specify the actions that the provider of goods or services is required to take if a complaint is received.

  • Ont. Reg. 429/07 s.7(1)(3)

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– Ministry of Community and Social Services www.accesson.ca/compliance – Customer Service Standard http://www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm – Templates

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Customer Service Policy Statement Terms Of Reference

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UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer UNIT 3 Training UNIT 4 Next Steps Optional Case Studies + Tips

Use assistive equipment Communicate, including service disruptions Respond to accessibility complaints

  • Future Accessibility Regulations
  • Frequently Asked Questions

UNIT 4

Next Steps

Unit 4 will focus on next steps Accessibility for Ontarians with Disabilities Act, 2005

Employment Transportation Information & Communication Built Environment

Standards drafted, awaiting Government approval No date set

Has passed Ontario Government approval and compliance is due January 2015.

For more information on this Integrated Accessibility Standard go to: http://www.e-laws.gov.on.ca/html/source/regs/english/2011/elaws_src_regs_r11191_e.htm

Integrated Accessibility Standard

July 2011 – Ontario government approved next phase

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When must my place of worship comply to the Customer Service Standard?

What do I include in a record of training? Where can I go to find more information on compliance resources? There were resources listed throughout this course. Where can I find the links?

Why is Christian Horizons making this e-learning session available for our place of worship?

Your place of worship must comply before January 1, 2012

The accessibility standards for customer service apply to the designated public sector organizations on and after January 1, 2010 and to other providers of goods

  • r services on and after January 1, 2012. O. Reg. 429/07, s. 2.

Back to FAQ’s

Documentation of training:

  • Name of place of worship
  • Completion date of training
  • Accessibility Officer signature
  • Names & signatures of attendees

Back to FAQ’s

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Optional Case Studies + Tips

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For further information that will help providers comply with customer service standard visit the Ministry of Community and Social Services website at www.AccessON.ca/compliance To obtain information in an alternate format contact: Accessibility for Ontarians with Disabilities Act (AODA) Contact Centre (ServiceOntario) Toll Free: 1-866-515-2025 Website: www.AccessON.ca/compliance

Back to FAQ’s

Visual:

http://www.cnib.ca/en/living/ http://www.ccbnational.net/new/index.php?Links_of_Interest http://www.eyecanada.ca/Computer%20Instructions.htm

Hearing:

http://www.hearingfoundation.ca/cms/en/HearingLoss/HearingAssistiveTechnology.aspx?menuid=91 http://www.hearinginstituteltd.com/pdf/Sound%20Advice%202.pdf

Autism:

http://www.autismontario.com/client/aso/ao.nsf/Durham/Teens+&+Adults?OpenDocument http://www.children.gov.on.ca/htdocs/English/topics/specialneeds/index.aspx http://www.autismontario.com/Client/ASO/ao.nsf/web/ASD+An+Overview Back to FAQ’s

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Click here for more resources

  • Disability Concerns - Christian Reformed Church - Everybody Serves. Disability Concerns helps churches become healthier

communities that intentionally seek to end the isolation and disconnectedness of …. www.crcna.org/pages/disability.cfm

  • Abilities Church Ministry - Uniting the church and community through the Biblical mandate of inclusion! http://www.abilitieschurch.org/
  • 100 Huntley Street - report on the Abilities Church Ministry a 10 minute video- http://www.100huntley.com/video.php?id=8QTxxFjAp84\
  • Joni and Friends' Church Relations department equips, trains, and mobilizes the church to reach out and embrace people affected by
  • disability. http://www.joniandfriends.org/church-relations/resource-list/
  • Accessibilitychurch.ca http://sites.google.com/site/accessiblechurch/AccessibleChurch/barriers
  • Augmentative and Alternative Communication Community Partnerships- Canada (ACCPC) provides training, resources and information

about communication assistants and communication accessibility for people who use communication displays and devices. Tel: 416- 444-9532. Website: www.accpc.ca

  • The Assistive Devices Program from the Ontario Ministry of Health and Long-Term Care can provide information about communication

devices and services in Ontario. Tel: 1-800-268-6021 (Toll-free in Ontario only) In Toronto, call 416-327-8804. TTY: 1-800-387-5559. Website: www.health.gov.on.ca/english/public/program/adp/adp_mn.html

  • The Aphasia Institute, Toronto supports people who have aphasia as a result of a stroke or accident. Tel: 416-226-3636. Website:

www.aphasia.ca

  • The Canadian Hearing Society provides services for people who are deaf or have a hearing loss. Tel: 1-877-347-3427. In Toronto: 416-

928-2504. TTY: 1-877-347-3429. In Toronto TTY: 416-964-0023. Website: www.chs.ca

Back to FAQ’s

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Click here for more resources

  • Communication Access for people who have communication disabilities (CA) is operated by

Augmentative Communication Community Partnerships Canada (ACCPC) This project aims to explore issues related to communication accessibility and equal opportunity to community businesses, organizations and services for people with communication disabilities. http://www.communication-access.org/ep/intro

  • Ontario Association of Speech-Language Pathologists and Audiologists provides information on

speech and language services. Tel: 1-800-718-6752. In Toronto: 416-920-3676. Website: www.osla.on.ca

  • The Canadian Deafblind and Rubella Association Ontario Chapter provides services for people

who are deafblind. Tel: 1-877-760-7439. TTY: 519-759-3597. Website: www.cdbraontario.ca

  • Together We Rock: Building Accessible and Inclusive Communities provides presentations and

resources that promote accessibility in schools. Tel: 905-404-9590. Website: www.togetherwerock.com

  • International Society for Augmentative and Alternative Communication: Canadian Chapter

provides information about augmentative and alternative communication. Tel: 416-385-0351. Website: www.isaac-online.org Back to FAQ’s

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UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer UNIT 3 Training UNIT 4 Next Steps OPTIONAL Case Studies & Tips Future Phases Frequently Asked Questions

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UNIT 1

  • Reg. 429/07

UNIT 2 Accessibility Officer UNIT 3 Training

UNIT 4 Next Steps

Optional Case Studies + Tips

Core Principles:

  • 1. Respect & Dignity
  • 2. Independence
  • 3. Integration
  • 4. Equal Opportunity

Thank you for taking part in this e-learning session. Please be sure to document the date, location of this training and any specific reviews of your church policies.

To also review helpful Case Studies and some helpful tips CLICK HERE To print out a Certificate of AODA Customer Service Standard training CLICK HERE