Accessibility forOntarians withDisabilities Act, 2005(AODA)Training on Accessibility Standards for Customer Service,Oliver & Bonacini Restaurants
DID YOU KNOW?1 in 7 Ontarians have a disability.Over the next 20 years, that number will rise as the population ages.
PURPOSE OF AODA TRAINING:• How to welcome guests with disabilities• How to serve guests with different kinds of disabilities• How to help guests who use assistive devises• What to do when guests with disabilities need help accessing O&B’s goods and services• How to communicate and provide notice of temporarily unavailable facilities or services• How to gather feedback
CORE PRINCIPLESThese are important principles to always remember whencommunicating and interacting with people.INDEPENDENCE DIGNITY INTEGRATION EQUALITY
CORE PRINCIPLES DIGNITY shall mean respecting and treating every person including persons with a disability as valued and as deserving of effective and full service as any other person. INDEPENDENCE shall mean freedom from control or influence of others, freedom to make your own choices. INTEGRATION is the intermixing of people or groups previously segregated. EQUALITY is the state of being equal especially in status, rights and opportunities.
DEFINITION OF DISABILITIESDisabilities includes different severity, visible as well as non-visible disabilities, anddisabilities of which may come and go.Some persons with disabilities may require an assistive device.
ASSISTIVE DEVICESAn assistive device is a tool, technology or other mechanism that enables a personwith a disability to do everyday tasks and activities, such asmoving, communicating or lifting. Personal assistive devices can includewheelchairs, hearing aids, white canes or speech amplification devices.
If you notice a person having any difficulty accessing a good or service agood starting point is to simply ask.“How may I help you?”It is expected that someone requiring an additional need identifythemselves.
REMEMBER: Information about a disability is personal and private and must betreated confidentially.
Lets look deeper and define some of the different disabilities that apply tothe customer service standard.
PHYSICAL DISABILITIES:Only some people with physical disabilities use wheelchairs, some may usecrutches while some may have difficulty walking longer distances.
PHYSICAL If you have to have a lengthy conversation with someone in a wheelchair or scooter, consider sitting so to be at eye level with your guest. If you have permission to move someone’s wheelchair, do not leave them in an awkward, dangerous or undignified position, such as facing a wall or in the path of opening doors.
PHYSICAL Seat guests with physical disabilities at an easily accessible table. Don’t touch or handle assistive devices without permission. Don’t move assistive devices or equipment out of your guests reach. If a guest is waiting to be seated offer them a chair to sit.
PHYSICAL Let your guests know about accessible features in the immediate environment that are appropriate to their needs (accessible washrooms, ramps, etc.) As per the request of a guest we may book accessible transit to pick up guests from all of our locations.
VISION LOSS DISABILITIESVision loss can restrict someone’s ability to read, locate landmarks or seehazards.Some people may use a guide dog or a white cane, while others may not.
VISION LOSS Don’t assume the individual who appears to have a vision loss can’t see at all. Many people who have low vision may still have some sight. Identify yourself when you approach someone using an assistive devise and speak directly to the person. Offer your elbow to guide them if needed.
VISION LOSS Seat your guest at an easily accessible table in a well lit section of the restaurant. O&B does not have Braille Menus, however you can: Ask if they would like you to read any printed material out loud to them (example, a menu, signs or fees). Always face the guest and speak directly to them, do not yell or shout.
VISION LOSS Service animals are allowed in all O&B locations except for in the back of house. A service animal is not a pet, they are working animals. Avoid touching, feeding or addressing service animals. If you’re not sure if the animal is a pet or a service animal, ask your guests. A service animal will be issued an official card. Service animals are not only used to assist people with vision disabilities, for example some are hearing alert animals and trained to alert oncoming seizures.
HEARING LOSSPeople who have hearing loss may be deaf, deafened or hard of hearing.They may also be oral deaf– unable to hear, but prefer to talk instead of usingsign language.
HEARING LOSS Once a guest has identified themselves as having hearing loss, make sure you seat them in a well-lit area where they can see your face and read your lips. If possible seat your guests in a quieter area and reduce the background noise.
HEARING LOSS Before speaking, attract the persons attention such as a gentle touch on the shoulder or slight wave of your hand. If necessary, ask if another method of communicating would be easier (for example, using a pen and paper).
DEAFBLIND DISABILITIESA person who is deafblind may have some degree of both hearing and visionloss.Many people who are deafblind will be accompanied by an intervener, aprofessional support person who helps with communication.A person who is deafblind is likely to explain to you how to bestcommunicate, perhaps with an assistive card or note.
DEAFBLIND Support person might help the person with a disability with a variety of things from communicating, to helping with mobility, personal care or medical needs. Welcome the support person. Speak directly to the guest, not to the support person. Support persons are not given a special fee or discounted price at O&B.
SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIESVarious disabilities such as cerebral palsy, hearing loss or other conditions maymake it difficult for a person to pronounce words or may cause slurring.Learning Disabilities refers to a variety of disorders which can affect how a persontakes in or retains information. Important – Don’t assume that a person with a speech impairment also has another disability.
SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIES Whenever possible, ask questions that can be answered with “yes” or a “no”. Use simple language. Be patient. Don’t interrupt or finish the individual’s sentences. If a person has difficulty reading the menu or understanding material, be patient and read the items to them.
INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIESDevelopmental or intellectual disabilities may limit a person’s ability tolearn, communicate, do everyday activities and live independently.Mental health issues may affect a person’s ability to think clearly, concentrateor remember things and can range in terms of severity. Important - Don’t make an assumption of what a person can do. Treat them with the same respect and consideration you have for everyone else.
INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIES When speaking to a person with a disability be confident, calm and reassuring. If a person appears to be in a crisis, ask them to tell you the best way to help.
COMPLYING AND PREVENTING BARRIERSOliver & Bonacini Restaurants respects our duty to do our best inaccommodating every person that walks through our doors.The more barriers we can eliminate, the better we can provide exceptionalcustomer service to all individuals.
COMMUNICATIONO&B is committed to providing accessible service to persons withdisabilities. Posted online at www.oliverbonacini.com is O&B’s Accessibilityfor Ontarians with Disabilities Act, Standards for Customer Service policy.We will also communicate online any temporary disruptions in facilities orservices that people with disabilities usually use to access an O&B’s goodsor services, including the reason, duration and any alternatives available.
WE WELCOME FEEDBACK!People are able to leave feedback online, in person, to a manager, viatelephone or mail.O&B Employees can also leave comments regarding the way O&B providesgoods and services to persons with disabilities on the internal website.Contact information can be found online at www.oliverbonacini.com.O&B will respond to all complaints and comments in a timely manner.
THANK YOU!Now that you have completed this training we hope that implementingthe customer service standard, accessibly will simply become a part ofyour everyday service.