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  2. 2. Table of ContentsIntroduction 1Report on Accessibility Achievements for 2009-2010 3Report on Accessible Customer Service Requirements 5Information and Communication Commitments 10Other Accessibility Commitments 12 Accessibility Improvement Initiatives to Identify, Remove or Prevent Barriers in preparation for AODA standards currently under development. ............................................................................................... 12Act(s) and Regulation(s) being reviewed to Identify Barriers to Persons withDisabilities 15Glossary of Terms/Acronyms 16For More Information 17 i
  3. 3. IntroductionThe Accessibility for Ontarians with Disabilities Act (AODA), 2005 sets out the roadmapto make Ontario accessible by 2025. Under this act, accessibility standards are beingdeveloped and implemented to break down barriers in key areas of everyday life.These standards will increase accessibility for people with disabilities in the areas ofcustomer service, information and communications, employment, transportation and thebuilt environment.The Government of Ontario is preparing to lead the way towards an accessibleprovince. In 2010 the Government of Ontario was the first public service organization toreport compliance with the first standard — Accessibility Standards for CustomerService Regulation (Ontario Regulation 429/07).As we await the additional standards under the AODA, we are guided by the OntarioHuman Rights Code and obligations set out in the Ontarians with Disabilities Act, 2001(ODA).Each year, the government sets the course to prevent, identify and remove barriersthrough annual accessibility plans required under the ODA.Building on last year’s plan, the 2010-2011 accessibility plan will continue moving theMinistry of Community Safety and Correctional Services (MCSCS) toward the goal of anaccessible province for all Ontarians.MCSCS is committed to being an OPS leader in accessibility. As a result, we areintegrating accessibility into the MCSCS culture while continuing to maintain compliancewith the AODA Customer Service Regulation. 1
  4. 4. MCSCS accessibility initiatives include showcasing staff who have dedicated their timeand effort to accessibility causes as “accessibility champions”, hosting educationalsessions for staff on a variety of accessibility topics, and continuing to support staff andmanagement in integrating accessibility into their business operations.Through the accomplishments related to the ODA in previous years, accessibilityplanning has laid a strong foundation for MCSCS to build on. MCSCS will continue tohelp make Ontario more accessible for people with disabilities and a more inclusivesociety for all Ontarians.To view other ministries’ Accessibility Plans please visit: 2
  5. 5. Report on Accessibility Achievements for 2009-2010Focus Area: Customer ServiceAchievements• 94% of Ministry staff across the province have completed the OPS May I Help You? Parts 1 and 2 training courses as of November 2010.• 90% of Ministry managers across the province have completed the ODA: Maximizing the Contribution of Employees with Disabilities program training course as of November 2010.• The Ontario Provincial Police (OPP) completed their Video Relay Interpreting (VRI) Project. VRI equipment has been installed in one detachment and employees have been trained on how to use the new technology.• MCSCS has continued to work with the Ministry of the Attorney General to implement the Site Accessibility Information Project. The Site Accessibility Information Project was launched across the province.• The Ministry Accessibility Council has continuously monitored the Accessibility Intranet webpage to ensure all links are operating and to update the website with new information.• MCSCS created and implemented a long-term solution to track compliance with online training requirements for the AODA Customer Service Standards that includes quarterly reports to ensure all Ministry staff complete the training.• Emergency Management Ontario created an on-line course for all emergency responders and anticipates launching the product in Fall or Winter 2010.• An internal feedback mechanism was created on the Ministry’s Accessibility Intranet webpage to allow employees to submit ideas and suggestions about accessibility, as well as stories about “Accessibility Champions” in the Ministry.Focus Area: Information and CommunicationAchievements• All new Ministry forms created by eForms are in an accessible format. 3
  6. 6. • The Ministry’s website is accessible by using Stellent 10GR3 as the content management tool and is served by Windows Server 2003 Web Edition as the hosting platform.• The OPP website is accessible according to W3C standards and all downloadable forms are in an accessible format.• The Ministry hosted an accessibility lunch and learn on creating accessible formats.• The Ministry accessibility leads hosted educational sessions for managers and staff on accessibility requirements and led pro-active accessibility initiatives to integrate accessibility into the organization’s culture.• The Ministry accessibility leads participated in consultations regarding the upcoming accessibility standards at the request of the Ministry of Community and Social Services and their potential implications to MCSCS and its stakeholders.Focus Area: EmploymentAchievements• The OPP delivered nine in-person training sessions to supervisors on Disability Management, Employment Accommodation, and Return to Work Strategies.• The Ontario Correctional Services College conducted three EAP Services for Managers training sessions.• A link to employment accommodation information was posted on the MCSCS intranet website.Focus Area: Built EnvironmentAchievements• The Ontario Police College completed two accessibility-related projects that involved renovating an existing lounge and installing a new elevator in the Administration building. There was also significant design work undertaken at the Ontario Police College for a new tuck shop and training office.• Emergency Management Ontario distributed the Disruption Notification Checklist to all Ministry Continuity of Operations Planning (COOP) Coordinators.• The Ministry is working to ensure built environment projects currently underway are accessible. 4
  7. 7. Report on Accessible Customer Service RequirementsThe Accessibility Standards for Customer Service (Ontario Regulation 429/07) cameinto force on January 1, 2008. All OPS ministries were required to comply with theRegulation by January 1, 2010.The OPS was the first public organization to file their compliance report with theAccessibility Directorate of Ontario in January 2010. In order to sustain compliance withthe Accessibility Standards for Customer Service Regulation, it is vital that ministriescontinue to look for opportunities through their accessibility planning process, tocontinue embed accessibility in all areas of planning, programs and policies.Focus Area: Customer ServiceCommitment: NewThe Ministry will host an Accessibility Roundtable to provide a forum for participants todiscuss barriers facing persons with disabilities when interacting within the Correctionalsystem and ways to improve working conditions and service delivery for all withinCorrectional Services.Planned Action(s): Participants will have the opportunity to provide advice, supportand guidance to assist the Deputy Minister, Correctional Services in meeting therequirements of provincial legislation and Ontario Public Service (OPS) directives onaccessibility.Participants are being asked to share their expert knowledge to help shape planning inCorrectional Services to ensure accessibility requirements are met and employees,inmates and clients alike are able to benefit equitably from the Ministry’s programs,policies and practices.Implementation Timeframe: November 2010 – December 2011 5
  8. 8. Focus Area: Customer ServiceCommitment: New – CompletedThe Ministry has created a unique training review tool to ensure accessibility isincorporated into various training programs offered in the Ministry.Planned Action(s):The Ministry accessibility leads partnered with various training entities in the Ministry tocreate a new tool to use when reviewing curriculum. This training review tool touchesupon the key areas identified in the AODA Customer Service Standard to ensure real-life accessibility examples encountered in the workplace are included and discussed incurrent training curricula.Implementation Timeframe: March 2010 – December 2011Focus Area: Customer ServiceCommitment: NewA joint union-employer sub-committee will examine accessibility in adult institutions.Planned Action(s): The Accessibility for Inmates with Disabilities Committee has beenestablished. Its mandate is to review policies and procedures for inmates withdisabilities.Implementation Timeframe: December 2010 – December 2011 6
  9. 9. Focus Area: Customer ServiceCommitment: NewReview, respond and report accessibility feedback received through various channelsby all divisions within the Ministry.Planned Action(s):Ministry will continue to receive and respond to accessibility feedback according toprescribed timelines set out by the OPS Service Standards. Quarterly reports will beprovided to senior management to highlight accessibility feedback received in eachquarter to address recurring feedback.At a Ministry level, analysis will be conducted on accessibility feedback to identifytrends. Strategies will be devised to address trends in feedback and remove anysystemic barriers that may exist.Implementation Timeframe: January 2010 – December 2011Focus Area: Customer ServiceCommitment: NewThe Ministry will host learning sessions to educate staff on a variety of accessibility-related topics in the OPS.Planned Action(s):The Ministry will host quarterly accessibility lunch and learn sessions on a breadth ofaccessibility topics to integrate accessibility into the Ministry’s culture. Among thefeatured accessibility topics are: creating accessible documents; managing stress; anda mental health awareness session.Implementation Timeframe: May 2010 – December 2011 7
  10. 10. Focus Area: Customer ServiceCommitment: New – CompletedThe Ministry accessibility leads will engage procurement subject-matter experts toprovide information on how to consider accessibility in the procurement process.Planned Action(s): The Ministry accessibility leads hosted a presentation forprocurement subject-matter experts within MCSCS to identify ways to consideraccessibility when clients are procuring services. Upon request, the Ministryaccessibility leads participated in consultations regarding accessibility in theprocurement process.Implementation Timeframe: January 2010 – December 2011Focus Area: Customer ServiceCommitment: OngoingThe Ministry will continue the project to increase accessibility to law enforcementservices by members of the Deaf and hard of hearing community.Planned Action(s): The OPP will continue to evaluate the success of the VRI projectand explore the possibility of expanding it to additional locations.Implementation Timeframe: September 2008 – December 2011Focus Area: Customer ServiceCommitment: OngoingAs the Ministry moves beyond the implementation phase of Accessibility Standards forCustomer Service (Ontario Regulation 429/07) the Ministry will ensure that it is incompliance with the training requirements on an ongoing basis.Planned Action(s): The Ministry will create quarterly reports for 2010-2011 to identifyany new employees who have not taken the mandatory accessibility training to ensurethey complete the courses. The Ministry has also created a long-term solution to 8
  11. 11. tracking employees who have completed their mandatory training for accurate record-keeping.Implementation Timeframe: September 2008 – December 2011Focus Area: Customer ServiceCommitment: OngoingThe Ministry will inform employees about accessibility planning and how they canparticipate in related activities within the Ministry by promoting staff participation incultural change.Planned Action(s):Employees who volunteer their time to accessibility causes will be featured as Ministry“Accessibility Champions” on the accessibility intranet page. The intent is to showcasestaff who have devoted their time and efforts to accessibility causes and encourageothers to partake in similar volunteer activities related to accessibility.Implementation Timeframe: September 2008 – December 2011 9
  12. 12. Information and Communication CommitmentsInformation and the methods of communication are key to delivering many governmentprograms and services to the public. It is essential that we provide the same quality andservice to everyone in the province.In anticipation of the pending standards guiding Information and Communications, thegovernment of Ontario is continuously looking for opportunities to prevent and removebarriers to person with disabilities when creating, procuring, conveying, receiving ordistributing information and communications to the public.Focus Area: Information and CommunicationCommitment: NewThe Ministry will continue to ensure internal and external web content is accessibleaccording to OPS standards.Planned Action(s): The Ministry will continue to ensure their internet and public-facingwebsites are made accessible according to corporate OPS direction.Implementation Timeframe: December 2010 – December 2011Focus Area: Information and CommunicationsCommitment: NewThe Ministry will continue to build upon the knowledge acquired from the May I HelpYou One and Two OPS training program on providing accessible customer service topersons with disabilities.Planned Action(s):The Ministry will profile the new accessibility videos created by the Diversity Office onthe Ministry’s Accessibility Intranet website. These videos will educate staff on various 10
  13. 13. accessibility-related areas to expand their knowledge on timely accessibility topics in theOPS.The Ministry accessibility leads participated in a pilot program conducted by a learningorganization to test user-friendliness of online accessibility-related training.Implementation Timeframe: December 2010 – December 2011Focus Area: Information and CommunicationsCommitment: NewTTY lines continue to be made available and used effectively. Policy, guidelines andcriteria for TTY lines will be available and embedded in the operation of TTY lines.Planned Action(s): The Communications Branch will continue to ensure that staff whoare responsible for answering the TTY line are trained on how to use the device and onthe AODA Customer Service Standards through mandatory training courses.Implementation Timeframe: December 2010 – December 2011Focus Area: Information and CommunicationsCommitment: OngoingThe Ministry will continue to ensure that any new forms developed for the public areavailable in an accessible format.Planned Action(s): Ministry will continue to work through MGS, Forms Services toproduce forms in an accessible format.Implementation Timeframe: September 2008 – December 2011 11
  14. 14. Other Accessibility CommitmentsAccessibility Improvement Initiatives to Identify, Remove orPrevent Barriers in preparation for AODA standards currentlyunder development.In anticipation of the upcoming standards the Government of Ontario has plannedseveral corporate initiatives in the following areas, Transportation, Employment, BuiltEnvironment and others. The goal of these focus areas is to make it easier for peoplewith disabilities to travel in Ontario, ensure accessibility for people with disabilitiesacross all stages of the employment life cycle and break down barriers in buildings.Many of the corporate initiatives identified for 2010-2011 aim to support ministries intheir journey towards compliance with the upcoming standards.To review a list of corporate initiatives please refer to the Ministry of GovernmentServices 2010-2011 Accessibility Plan.Focus Area: EmploymentCommitment: OngoingThe Ministry will continue its efforts to ensure that managers are aware of theirresponsibilities in relation to employment accommodation, return to work andaccessibility and know how to access the appropriate tools and resources as needed.Planned Action(s): The Ministry will continue to partner with the Ontario CorrectionalServices College, the Centre for Employee Health, Safety and Wellness (Ministry ofGovernment Services) and the Career Development Bureau (OPP) to provideemployment accommodation training opportunities to managers. The Ministry willcontinue to monitor compliance with the mandatory online training module “ODA:Maximizing the Contribution of Employees with Disabilities”. In May 2010, accessibilitywas a key topic at the Correctional Services Managers meeting. David Lepofsky wasthe keynote speaker and discussed how to integrate accessibility into the organizationalculture and operations.Implementation Timeframe: September 2008 – December 2011 12
  15. 15. Focus Area: Built EnvironmentCommitment: OngoingThe Ministry will enhance accessibility of its new and existing buildings and facilities forpersons with disabilities.Planned Action(s): The Ministry will incorporate the Standards for Barrier-Free Designof Ontario Government Facilities into new facilities being built along with, wherepossible, retrofitting of Ministry facilities. Additionally, through the Annual Capital Planaccessibility considerations are made through the Rehabilitation and Remediation forOPP detachments.Built environment projects that are currently underway include: Forensic Services andCoroner’s Complex; Toronto South Detention Centre/Toronto Intermittent Centre; andSouth West Detention Centre.AIS has formed a new sub-committee who will consult with subject-matter experts toexamine accessibility in new adult institutions for barrier-free design while still meetingsafety and security concerns.The Forensic Services and Coroner’s Complex (FSCC) is currently under developmentand is slated for completion late in 2012. It will house the Office of the Chief Coroner,the Ontario Forensic Pathology Service, and the Centre of Forensic Services in a state-of-the-art forensic facility that has included Barrier-Free Accessibility as an importantcomponent. The barrier free design strategy includes appropriate circulation paths andaccess to all levels of the facility.The OPP has undertaken an accessibility review of its General Headquarters andSudbury office. Once the review is completed, recommendations will be examined.Implementation Timeframe: September 2008 – December 2011 13
  16. 16. Focus Area: Built EnvironmentCommitment: OngoingThe Ministry will continue to assist with determining the most effective way to provideaccess for persons with disabilities.Planned Action(s): The Ministry continues to assist where required to provide accessfor persons with disabilities to Ministry facilities, such as drop off zones. As notedpreviously, new facilities and the Rehabilitation and Remediation process willincorporate access for persons with disabilities.Implementation Timeframe: September 2008 – December 2011Focus Area: Built EnvironmentCommitment: Ongoing – CompletedAlternative Service Delivery Locations are locations which Ministries use when anemergency or incident affects a primary service delivery location. EmergencyManagement Ontario has developed a draft Alternate Service Delivery LocationAccessibility Checklist to aid in ensuring accessibility in these locations.Planned Action(s): The Alternative Service Delivery Location Accessibility Checklisthas been completed and provided to all provincial ministries for use in Continuity ofOperations Planning.Implementation Timeframe: September 2008 – December 2011 14
  17. 17. Acts, Regulations, and Policies beingreviewed to prevent Barriers to Persons with DisabilitiesIn support of the commitment to remove and prevent barriers for persons withdisabilities, the Government of Ontario will continue to review all new legislation, andpolicies under development to identify and remove barriers.This will help make services accessible to Ontarians and accommodate the needs ofpeople with all different abilities.To help meet this commitment, MCSCS will use OPS corporate resources, such as theInclusion Lens that was recently created by the OPS Diversity Office, when undertakingreviews of new legislation and policies under development.The Inclusion Lens is an innovative and unique tool that takes a broad approach toinclusion, diversity, equity and accessibility. By asking a series of key questions, theInclusion Lens can help identify various barriers that an individual may face in accessingprovincial programs and services. 15
  18. 18. Glossary of Terms/AcronymsAIS – Adult Institutional ServicesAODA – Accessibility for Ontarians with Disabilities ActFSCC – Forensic Services and Coroner’s ComplexMCSCS – Ministry of Community Safety and Correctional ServicesODA – Ontarians with Disabilities ActOPP – Ontario Provincial PoliceOPS – Ontario Public ServiceVRI – Video Relay Interpreting 16
  19. 19. For More InformationQuestions or comments about the ministry’s accessibility plan are always welcome.Please phone:General inquiry number: 1-416-317-9911 or 1-416-326-5000TTY number: 1-416-326-5511 or 1-866-517-0572Toll-free number: 1-866-517-0571E-mail: jus.g.sgcs.webmaster@ontario.caMinistry website address: the Ministry of Community and Social Services Accessibility Ontario webportal. The site promotes accessibility and provides information and resources on howto make Ontario accessible province for everyone.Alternate formats of this document are available free upon request from:ServiceOntario PublicationsPhone: 1-800-668-9938TTY: 1-800-268-7095 Queen’s Printer for OntarioISSN 1710-0569Ce document est disponible en français. 17