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AODA Customer Service Standard


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A brief powerpoint on some of the primary information you need to know to be complia

A brief powerpoint on some of the primary information you need to know to be complia

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  • 1. For information purposes only Inclusive Customer Service From Here to There: The material contained in this presentation is 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
    For information purposes only
        • Terminology
  • 3. Session AGENDA
    • The Accessibility For Ontarians with Disabilities Act (AODA)
    • People with Disabilities
    • Accessible Customer Service
    • Accessibility Directorate of Ontario
    • Implementation and Resources
    For information purposes only Inclusive Customer Service Agenda
  • 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
    For information purposes only Based on the Ontario Human Rights Code (OHRC)
  • 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
    For information purposes only By January 1, 2012 , Nonprofit organizations in Ontario must provide goods and services in a way that makes them accessible to people with disabilities
  • 10.
    • Accessible customer service is about understanding that people with disabilities may have specific needs.
    For information purposes only It can be as simple as asking “How can I help?” and making small changes to meet the need .
  • 11. For information purposes only
    • Serve-Ability e-learning Course & Tools
    • Valuable training resource developed by the ADO
      • 45 minute e-learning course on AccessON web site
    • Printed material includes:
      • Training Resource for Small Business and Organizations
      • Compliance Manual for Businesses and Organizations
  • 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
  • 13. For information purposes only This material is for information purposes only.
  • 14.
    • Visible and non-visible disabilities
    For information purposes only
        • For example:
        • Depression is a mental illness that is not visible
  • 15.
    • Disabilities that are episodic in their effect
    For information purposes only
        • For example:
        • Multiple Sclerosis can effect sufferers
        • differently each day
    • Disabilities of different severity
        • For example:
        • Arthritis severity often increases over time
  • 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
    For information purposes only As the population of Ontario ages, the percentage of Ontarians living with a disability will increase.
  • 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
    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 compliance
    • process. 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. For information purposes only Organizations with 20 or more employees have additional requirements related to documentation and reporting.
  • 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
  • 30. For 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. For information purposes only Inclusive Customer Service From Here to There: The material contained in this presentation is for information purposes only. Web sites /AccessON
  • 36. For information purposes only Coming together is a beginning. Keeping together is progress. Working together is success. - Henry Ford For information purposes only.