Training Presentation January 2015 The Accessibility for Ontarians - - PDF document

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Training Presentation

January 2015

File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 The Accessibility for Ontarians with Disabilities Act, 2005

(AODA) became law on June 13, 2005

 Under this landmark legislation, the government of Ontario

will develop mandatory accessibility standards that will recognize, identify, remove and prevent barriers for people with disabilities in key areas of daily living.

 The standards will apply to private and public sector

• rganizations across Ontario.

 Standards will be developed to achieve real results in stages.

They will set milestones that must be reached every five years

• r less, so that Ontario is accessible to people with

disabilities by 2025.

 AODA pertains to improving accessibility standards for

people with disabilities in Ontario.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

1.

Accessible Customer Service Standard addresses business practices and training needed to provide better customer service to people with disabilities.

2.

Accessible Information and Communications Standards to address the removal of barriers in access to information.

3.

Accessible Built Environment Standards to address access into and within buildings and outdoor spaces and are expected to build on Ontario’s Building Code.

4.

Employment Accessibility Standards to address paid employment practices relating to employee-employer relationships, which could include recruitment, hiring, and retention policies and practices.

5.

Accessible Transportation Standards to address aspects of accessible public transportation and these standards are crucial to people with disabilities.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Currently, the only standard in effect is the Customer Service Standard. The Government

• f Ontario is working with development

committees, comprised of people with disabilities, government representatives, business owners and members of the general public to outline the standards that will be considered for the above mentioned standards.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND



Disability is defined in the AODA as any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness



Includes diabetes, epilepsy, brain injury, paralysis, amputation, lack

• f physical coordination, blindness, deafness or hearing impediment,

muteness or speech impediment



Physical reliance on a guide dog or other animal or on a wheelchair

• r other remedial appliance or device



Mental impairment or a developmental disability



Learning disability



Mental disorder



Injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND



Under the Accessibility Standards for Customer Service Regulations, an organization is required to:

• Establish Policies, practices and procedures that govern the

provision of goods and services to persons with disabilities

• Respects the dignity and independents of persons with

disabilities

• Integrated unless an alternate measure is necessary
• Equal opportunity to use and benefit from the goods and services
• Allow persons with disabilities to enter their premises

accompanied by a service animal or support person

• Give notice of temporary disruption in facilities or services that

allow persons with disabilities to benefit from the goods or services

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Under the Accessibility Standards for Customer Service Regulations, an organization is required to:

• Train all people who interact with the public or third parties on our
• rganizations behalf
• How to interact and communicate with people with various types of

disabilities

• How to interact with people with disabilities who use an assistive device
• r support person
• How to use equipment or devices available at your workplace to assist

providing goods or services to people with disabilities

• What to do if a person with a disability is having difficulty accessing the

goods or services provided

• Establish a process to receiving and responding to feedback about the

manner in which it provides goods or services to persons with disabilities and make information about the process readily available to the public

• Maintain documents containing the general policies, feedback processes

and training materials

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 Our current policies supporting the AODA:

• Accessible Customer Service and Integrated

Accessibility Standards Policy (I:\Policies)

• Multi-Year Accessibility Plan (I:\Procedures)

Both documents can be found on our server in IMS documents or a copy can be requested from your supervisor. Different formats are available upon request

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 Estimated that 15.5% of Ontarians have a disability and the

number is expected to grow as the general population ages

 15.5% of the population represents $25 billion in spending

power

 Influence the spending of 12-15 million other consumers  AODA Act will enact 4 more regulations every 5 hears for the

next 20 years to remove barriers in the following areas:

1. Customer Service 2. Information and Communication 3. Employment 4. Transportation 5. Built Environment

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 Forest City Castings is committed to excellence in serving all

customers including persons with disabilities

 We will communicate with persons with disabilities in ways that

take into account their disability

 We will train staff who communicate with customers on how to

interact and communicate with people with various types of disabilities

 Remember the following guidelines:

• Use the words “disability or disabled”
• Put people first,
• It is proper to say “person with a disability” not “disabled person”
• If you are not sure about a disability, it is better to wait until the individual

describes their situation to you rather than make your own assumptions

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Vision loss reduces a person’s ability to see clearly. Few people with vision loss are totally blind, many have limited vision. Vision loss can restrict your customers’ ability to read signs, locate landmarks, or see hazards.

General tips on how to interact with customers who have vision loss:



Don’t assume they can’t see you



Don’t touch your customer without asking permission



Don’t hesitate to use words such as “read”, “see” or “look”. These words are used by people with vision loss too.



Identify yourself when you approach your customer and speak directly to him/her



When providing printed material offer to read the information to the person



If you leave the room, let your customer know you are going.



Ask permission to offer your arm to guide them if needed



Don’t touch or speak to service animals– they are working and have to pay attention at all times



If you’re uncertain on how to provide directions, ask the person how to do so Types of assistive devices your customer might use:

• Braille
• Large Print
• White cane or guide dog

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

People who have hearing loss may be deaf, deafened, or hard of heading. People can be oral deaf in which they are unable to hear but prefer to talk instead of sign language. General tips on how to interact with customers with hearing loss:



Attract the customer’s attention before speaking. Generally, the best way is by gentle touch on the shoulder or with a gentle wave of your hand



Ask how you can help. Do not shout



If necessary, ask which communication method is easier for them



Make sure you are in a well-lit area where they can see your face and read your lips



Reduce background notice or move into an quieter area Types of assistive devices your customer might use:

• Hearing aid
• Paper and Pen
• Personal amplification device
• Support person such as sign language interpreter

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 People who are deafblind can neither hear nor see  A customer who is deafblind will likely tell you how they prefer to

communicate

 Ensure to speak directly to the customer and not to their support

person

 Do not suddenly touch a person who is deafblind or touch them

without permission Types of assistive devices your customer might use:

• Braille, large print or a portable white board
• Hearing aid
• White cane or service animal
• Support person

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

There are many types of physical disabilities and not all require a wheelchair. It may be difficult to identify a person with a physical disability. General tips on how to interact with customers with a physical disability:



If engaging in a long conversation who uses an assistive device such as a wheelchair consider sitting so you can make eye contact



Do not touch a persons assistive device without asking their permission



If granted permission to move the assistive device do not leave them in an unsafe, awkward or undignified position such as facing the wall Types of assistive devices your customer might use:



Elevator



Mobility device



Wheelchair, scooter, or walker



Support person

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Mental health disabilities are disorders of the brain that are caused by a combination of genetics and experience. These disabilities may be very difficult to discern, unless you are told specifically that someone has one. Some examples of this type of disability would be depression, schizophrenia, bipolar disorder, addictions and other anxiety or mood disorders. People with mental health disabilities may experience such things as confusion, mood swings, hallucinations (both auditory and visual), or have difficulty staying focused on certain tasks.

General tips on how to interact with customers with mental heath disabilities:



Speak to the person with the same respect you would for any other person.



Listen to what that person needs in order to access your goods or services.



If a person with a mental health disability seems to be in a crisis situation or unable to control their symptoms, stay calm and reassuring and ask how you might best help them.

Types of assistive devices your customer might use:



Service animal

• Retrieve and prompt person to take medicine



Support person

• Assist with complex tasks and help in high-stress environments

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Intellectual or developmental disabilities should not be confused with mental health

• disabilities. These types of disabilities can affect how a person learns, communicates
• r socializes, and can have various degrees of severity. Some examples of this type of

disability would include Autism/Asperger Spectrum or Down Syndrome.

General tips on how to interact with customers with an intellectual or developmental disability:



Treat someone with an intellectual/developmental disability like you would anybody

• else. Don’t assume how much they may or may not know, and treat them with respect.



Use simple language and short sentences.



Give one piece of information at a time and make sure the person understands the information before going on to the next thing.



Speak directly to the person, not their support person if they are accompanied.



Above all, be patient and encouraging. Types of assistive devices your customer might use:



communication board



Speech device



Service animal or a support person.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Refers to a broad range of disorders and can affect how a person acquires, organizes, expresses, retains and understands or uses verbal or non-verbal information. E.g. Dyslexia General tips on how to interact with customers who have learning disabilities:



As with other disabilities, ask how you can be of assistance.



Speak clearly and directly to the person.



Understand that it may take a bit longer for someone with a learning disability to process information or understand what you are saying.



Be patient if asked to explain things a second or third time. Types of assistive devices your customer might use:



Writing technologies



Calculator



Tape recorders or other reading technologies

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

With certain disabilities, some people may experience difficulty with pronouncing words, stuttering, or slurring words. They may also find it difficult to find or verbalize the right words, or have trouble controlling the pitch or loudness of their voice. Some examples of these impairments would be Aphasia, or as symptoms from Cerebral Palsy and hearing loss. General tips on how to interact with customers with a speech/language impairment:



Don’t make assumptions. Just because someone has a speech impairment, does not mean they have other disabilities as well.



If you are having difficulty, ask the person if they would prefer a different method

• f communication.



When possible, ask “yes” or “no” questions.



Don’t try to finish sentences for the person in order to speed things along, be patient and allow them to finish on their own. Types of assistive devices your customer might use:



Pen and paper



Communication board



Speech generating device

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

An assistive device is any kind of technology that promotes greater independence for people with disabilities by enabling them to perform tasks that couldn’t be accomplished otherwise. A person with a disability may have their

• wn assistive devices, or it may be something that is available on your premises

for their use. Below is a list of some of the more common types of assistive devices:



Mobility device (i.e. wheelchair, scooter, walker, crutches, etc.)



White cane



Hearing aid



Teletypewriter (TTY)



Oxygen tank



Mini recorder

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Some things to remember when providing service to someone who is using an assistive device are:



Always ask before moving or operating an assistive device. Don’t handle or touch someone’s assistive device without permission.



If you have permission to move or operate a person’s assistive device, follow their instructions on its use.



Never move items such as canes or walkers out of the reach of your customer.



Respect the person’s personal space. Do not crowd them or lean on them or their assistive device.



Inform the person of any accessible features in your immediate area (i.e. automatic doors, lifts, elevators, etc.)

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND



Service animal is a type of animal that assists an individual with a disability, and is typically accompanied by a letter from a medical practitioner or identification card from the Ministry or Attorney General.



Examples include guide dogs and animals trained to alert an individual to an oncoming seizure and lead them to safety.



Not all service animals wear special collars or harnesses. If you’re not sure if the animal is a pet or a service animal, ask your customer.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Some things to remember when providing service to someone who is using a service animal are:



Do not distract the animal by talking to, feeding, or petting the animal. Remember that the animal has a job to do and you may be interfering with its ability to help.



Always ask permission of the owner/handler before handling the harness or leash of a service animal.



Don’t make assumptions. If you aren’t sure if the animal is a service animal, ask the owner/handler.



You are not required to care for or clean up after the animal. This is the responsibility of the owner/handler. If asked, you may wish to provide some water for the animal.



If other people in the area are uncomfortable or express concerns with the presence of the animal, explain that the animal is a service animal and that the law requires you to allow them on your premises. If this poses a problem for any other person (i.e. someone has an allergy to the animal), offer to accommodate them in the best way that you can.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 A support person is someone who accompanies a person with

a disability to provide services or assistance with communications.

 Don’t assume you know which person is the support person  The support person can be a paid personal support worker,

volunteer, a friend or family member. He or she does not need to have special training or qualifications.

 Once you’ve determined who your customer is, speak directly

to them, not their support person

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 Forest City Castings will provide customers with notice in the

event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

 The notice will be placed at all public entrances and reception

areas on our premises.

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

The ultimate goal of Forest City Castings is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Communication options include:

 By telephone  In writing  By email  In person

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

Some people with disabilities may use alternate formats for accessing

• information. Under the Customer Service Standard, our organization is required

to provide information that takes a person’s disability into account. We may provide the previously mentioned documents or the information contained therein, in a mutually agreed upon way. This may include one of the following formats:



Large print format (make sure font size and style are agreed upon)



Electronic text



Braille



Sign Language



Closed Captioning



CD-ROM/DVD



Other agreed upon method

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File Ref 6.2 AODA Presentation Rev-A Origination By: Paisley McRae Controlled copy on server. Date: January 15, 2015 Issued By: ND

 Please complete the attached questionnaire  Thank you!

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