Disability access and inclusion plan 2012 2016.u 3498950r-1n_d11^23311346

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Disability access and inclusion plan 2012 2016.u 3498950r-1n_d11^23311346

  1. 1. Disability Access and Inclusion Plan 2012–2016This plan is available upon request in alternative formats such aslarge print, electronic format, audio or Braille.
  2. 2. The Main Roads Disability Accessand Inclusion Plan was producedin recognition that people withdisabilities, their families and carershave the same rights to access ourproducts and services and any othermember of the community. Disability Access and Inclusion Plan 2012–2016
  3. 3. ContentsManaging Director’s Message ................................................................................. 4Introduction ............................................................................................................ 5Improving Service to Customers ............................................................................. 6Main Roads Disability Access Policy ....................................................................... 7Why do we have a Disability Access and Inclusion Plan (DAIP)? .............................11How will we monitor our progress in implementing the DAIP? ...............................12How will we communicate the DAIP to our employees and the community?...........13How was this DAIP developed? .............................................................................14What has Main Roads done to improve access? ....................................................16How are we making our services more accessible? ...............................................17Outcome 1 ...........................................................................................................18Outcome 2 ............................................................................................................19Outcome 3 ........................................................................................................... 20Outcome 4 ........................................................................................................... 21Outcome 5 ........................................................................................................... 22Outcome 6 ........................................................................................................... 23Outcome 7 ............................................................................................................24Acknowledgments ................................................................................................ 25Feedback ............................................................................................................. 26 Disability Access and Inclusion Plan 2012–2016 3
  4. 4. Managing Director’s Message I am pleased to present Main Roads WA’s updated Disability Access and Inclusion Plan for 2012-2016. The new plan replaces that produced for 2007-2011 and follows a review which encompassed the views of people with a disability, their families and carers.Main Roads has a key role in ensuring the road network linkscommunities and provides efficient access to other modes oftransport for ALL road users, and the recent review provided anopportunity for Main Roads to fine-tune its policy.The Main Roads Disability Access and Inclusion Plan was originallyproduced in recognition that people with disabilities, their families andcarers have the same rights to access our products and services asany other member of the community.This updated Plan will continue to progress the work Main Roads isdoing in addressing the needs of people with disabilities and ensurewe provide improved service to our customers.Menno HenneveldManaging Director, Main Roads WA4 Disability Access and Inclusion Plan 2012–2016
  5. 5. IntroductionMain Roads Western Australia is one of the largest geographicallyspread road agencies in the world, covering 2.5 million squarekilometres, with a matching diversity in climate and road user needs.The organisation is responsible for Western Australia’s highways andmain roads under the State Government’s Transport portfolio.Main Roads Western Australia aims to achieve a safe and efficient road network aspart of an integrated transport system for all road users. This includes pedestrians,cyclists and people with disabilities.Main Roads is responsible for the management of:Construction and maintenance Traffic including:including: Traffic signals Freeways Road signs Major roads School zones Bridges Road markings Roadside rest areas Speed zoning Principal shared paths Traffic dataEnvironmental including: Roadside vegetation Construction impacts Disability Access and Inclusion Plan 2012–2016 5
  6. 6. Improving Service to CustomersEveryone who relies on, or uses the road network is by definition acustomer of Main Roads. Example of customers include Main Roadsemployees, motorists, cyclists, pedestrians, people with disabilities,adjacent landowners, professional road users such as truck drivers,couriers, taxi and the emergency services.To meet the diverse needs of these groups, Main Roads understands theimportance of integrating ‘excellence in customer service’ throughout theorganisation. Main Roads ensures that all staff are familiar with our customerservice philosophies through customer service training for all staff.Main Roads strives to develop relationships to better understand our customerrequirements by involving our customers in the consultation process. 2k12, ourstrategic plan, has a strong focus on driving excellence through strong collaborativerelationships and includes an Enhancing Relationships strategy.To ensure the strategy is effective Main Roads has identified a number ofkey indicators to measure its success including: Community Engagement Key Performance Indicators; Community Perception Surveys; Stakeholder Satisfaction Surveys; and A Customer Service Index.In addition, Main Roads continues to obtain input and feedback from specific sectionsof the community through advisory groups such as the Disability Advisory Group.Disability awareness training sessions, introduced in 2000, continue today to provideemployees with an awareness of customers with special needs and to ensure thatany specific requirements of this customer segment is considered in every part ofthe business.6 Disability Access and Inclusion Plan 2012–2016
  7. 7. Main Roads Disability Access PolicyMain Roads wants to:1. Make changes to what we do, to better meet the needs of people with disabilities, their families and carers.We will: Make sure that Main Roads follows the Disability Access Policy. Ensure that agents and contractors doing work on behalf of Main Roads follow the Main Roads Disability Access Policy. Plan and conduct any events according to the State Government Access Guidelines.2. Make changes to Main Roads buildings so more people with disabilities can use the buildings more easily.We will: Have all our public buildings checked using Australian Standards on Access to see if people with disabilities can easily use them. Consider the needs of people with disabilities who apply to become tenants of buildings purchased by Main Roads. Disability Access and Inclusion Plan 2012–2016 7
  8. 8. Main Roads Disability Access Policy3. Make sure people with disabilities are aware of what Main Roads does.We will: Develop all our public information to be in line with State Government Access Guidelines. Provide information about what Main Roads is doing or planning in ways that as many people as possible can understand. We will let people know that we will give them information in other ways if they ask. Examples of other formats are electronic, large print, audio and Braille. Ensure that what Main Roads wants to say can be seen or heard by everyone including people with disabilities. Use radio, newspapers our website, and other ways to get our messages across. Ensure that the Main Roads website meets web access guidelines so that people can easily access information about Main Roads.8 Disability Access and Inclusion Plan 2012–2016
  9. 9. Main Roads Disability Access Policy4. Make sure that Main Roads employees take the needs of people with disabilities into account.We will: Ensure Main Roads employees undertake disability awareness training to make them aware of the needs of people with disabilities. Ensure employees who do the planning and design of roads know that just following certain standards is often not good enough for people with disabilities. We will give them a real understanding of what is needed. Ensure employees who develop policy understand the needs of people with disabilities. Ensure employees who meet the public or send out information to the public, are aware of the needs of people with disabilities. Ensure agents and contractors who do paid work for us follow the Main Roads Disability Access Policy and meet the requirements of the legislation.5. Make sure people with disabilities can make complaints.We will: Provide complaints mechanisms which are customer friendly and flexible to meet the needs of all customers. Provide information about how to make complaints in a range of ways and formats so that as many people as possible can understand. Make sure that people with disabilities, their families and carers get any support they need to help them make a complaint. Disability Access and Inclusion Plan 2012–2016 9
  10. 10. Main Roads Disability Access Policy6. Make sure people with disabilities can have their say regarding Main Roads services, buildings, facilities and information.We will: Ensure we include people with disabilities when we try to find out what people think about plans for new roads or how Main Roads is doing its job e.g. customer surveys, public meetings. We will make sure that people with disabilities, their families and carers who want to have a say get the help they need to be involved. Aim for at least one person with a disability, a carer or person with professional knowledge of disability on appropriate customer service councils and consultative groups. Ensure that the Main Roads Disability Advisory Group and other people with disabilities, their families and carers can have a say about standards of roads and other designs that will affect them.7. Make sure people with disabilities can be employed by Main Roads.We will: Ensure the job application process is accessible to all people Ensure our workplaces are accessible and inclusive. Ensure staff with disabilities get the support they need to be successful in their jobs.10 Disability Access and Inclusion Plan 2012–2016
  11. 11. Why do we have a Disability Access andInclusion Plan (DAIP)?The Disability Services Act (1993, amended in 2004), requires allState and Local Government authorities to develop and implementa Disability Access and Inclusion Plan (DAIP). This is so people withdisabilities can access services provided by West Australian publicauthorities in ways that increase independence and opportunities forinclusion within the community. Disability Access and Inclusion Plan 2012–2016 11
  12. 12. How will we monitor our progress inimplementing the DAIP?ReviewMain Roads will be reviewing the DAIP every five (5) years and will report tothe Disability Services Commission by 31 July each year about its progress inimplementing the Plan.In addition, the Main Roads Annual Report will detail the implementation of the Plan.MonitoringThe Main Roads Disability Action and Inclusion Plan Steering Group will meetregularly to ensure that Main Roads delivers on its commitment to the DAIP.The Group consists of employees representing various business areas that aredirectly responsible for the strategies in the DAIP and that are required to reporton an as required basis.Terms of Reference have also beendeveloped to guide the Group throughthe Plan and ensure each strategy isactioned according to the DAIP’s InternalImplementation Plan.The Main Roads Disability Advisory Group,consisting of external community members,will be involved in supporting Main Roads WAmeet its commitment to the DAIP.12 Disability Access and Inclusion Plan 2012–2016
  13. 13. How will we communicate the DAIP to ouremployees and the community?Main Roads will make the DAIP available to its employees and thecommunity including people with disabilities, their families and carers.The plan will be available in alternative formats on request eitherat Main Roads offices or by email and will also be available on theMain Roads website.Availability of the DAIP will be promoted in the following ways: A notice in The West Australian newspaper; Information on the Main Roads website; Broadcast via Information Radio and other community radio stations; Copies mailed to key organisations and Main Roads stakeholders on request; and Presented to Corporate Executive and available to Main Roads employees on the Main Roads intranet as well as being promoted via internal communication channels. Disability Access and Inclusion Plan 2012–2016 13
  14. 14. How was this DAIP developed?The issues and strategies that are included in this Plan weredetermined through an extensive internal and external consultationprocess.E-QUAL Disability Consultants were engaged to undertake the consultationprocess and received a substantial response from employees (171 completedsurveys). All Main Roads employees were encouraged to contribute to this Planand were emailed a confidential survey to identify their level of awareness andunderstanding of access issues and encourage feedback. The internal DisabilityAccess and Inclusion Plan Steering Group and Main Roads Disability AdvisoryGroup (comprising external members), were also consulted and identified a numberof issues for inclusion in the DAIP.The public consultation process includeda survey which was available on the MainRoads website. The options to completethe survey face to face or via phone werealso available.The consultation was promoted widelyand included: An advertisement in The West Australian newspaper seeking feedback; A notice on the Main Roads website; Direct approaches to key disability and community service organisations including information radio.14 Disability Access and Inclusion Plan 2012–2016
  15. 15. How was this DAIP developed?The results of the public consultation were generally positive. Most responsesindicated that Main Roads is steadily working to improve access for people withdisabilities but many people felt that more could still be achieved. Important issuesfor the public include: Safe road crossings and the provision of audible and tactile signals; Easy access to information provided by Main Roads; Easy access to all Main Roads offices; and Access and safety around work sites during construction. Disability Access and Inclusion Plan 2012–2016 15
  16. 16. What has Main Roads done to improve access?Since the first Main Roads Disability Services Plan, a number of achievementshave been implemented to improve access to Main Roads services and facilities.For example: The widespread and responsive installation of audible and tactile traffic signals; The placement of tactile ground surface indicators to assist people with vision impairment; The progressive upgrade of roadside rest areas to be more accessible. This includes toilets, tables and benches; Main Roads liaises with the Association for the Blind of WA to arrange information in alternative formats including Braille; The use of the National Relay Service (NRS) at Main Roads head office in East Perth to facilitate communication for people with a hearing impairment; Main Roads has undertaken a comprehensive program of disability awareness training. In the consultation with staff about progress and issues in implementing the DAIP, 87% of staff reported moderate to high awareness of the access needs of people with disability; Main Roads remains committed to supporting its Disability Advisory Group and ensures they are able to provide valuable ongoing input to help guide access improvements; Main Roads employs people with disabilities in various capacities throughout the organisation; The development of the 2007 Customer Service Charter communicates our high level of commitment in providing excellent service to all customers.In the previous Disability Access and Inclusion Plan 92% of the strategieswere successfully completed.16 Disability Access and Inclusion Plan 2012–2016
  17. 17. How are we making our services moreaccessible?Our customers expect convenient and easy access to accurate andup to date information and, in order to achieve this, Main Roads isin the process of making significant improvements to the website.As an integral part of the improvement, the new website will be mademore accessible for people with disabilities.Main Roads has developed an Internal Implementation Plan which contains specificstrategies, tasks, timelines and responsibilities to guide its progress towards meetingthe outcomes of its DAIP.When Main Roads receivesfeedback on issues that are not theresponsibility of Main Roads WA,it will refer the issues to theappropriate parties as part ofits commitment to enhancingaccess and inclusion throughoutthe community. Disability Access and Inclusion Plan 2012–2016 17
  18. 18. Outcome 1People with disabilities have the same opportunitiesas other people to access the services of, and anyevents organised by Main Roads.STRATEGIES Ensure that all events organised by Main Roads are planned in accordance with the Disability Services Commission’s Creating Accessible Events checklist. Ensure tender documentation for Main Roads contracts includes information about disability access requirements1. Include disability access as an item in relevant Main Roads audit processes. Continue to progressively upgrade safety through the installation of audible signals and tactile paving at appropriate intersections. Continue to recommend to Local Government that they provide audible signals and tactile paving at appropriate intersections under their control.1 See the DSC brochure A guide to Disability Access and Inclusion Plans for State Government contract managers for suggested wording.18 Disability Access and Inclusion Plan 2012–2016
  19. 19. Outcome 2People with disabilities have the same opportunitiesas other people to access the buildings and otherfacilities of Main Roads.STRATEGIES Implement rolling program of access audits of Main Roads public buildings to ensure that they are assessed against the latest disability requirements. Schedule any remedial works to ensure the accessibility of Main Roads public buildings. Ensure that the construction of any new Main Roads public building or major refurbishments to existing Main Roads public buildings comply with the required universal access standards. Undertake a review of Main Roads Roadside Stopping Places Policy to ensure it includes disability requirements. Continue the program of upgrading the accessibility of roadside rest areas. Undertake annual review of Main Roads roadside stopping places and update website content (including links) annually. Continue to work with the relevant transport bodies to ensure seamless access to transport infrastructure. Disability Access and Inclusion Plan 2012–2016 19
  20. 20. Outcome 3People with disabilities receive information fromMain Roads in a format that will enable them toaccess the information as readily as other peopleare able to access it.STRATEGIES Continue to ensure all public information, including information about the accessibility of facilities and services, is available on the website and in alternative formats on request and its availability is promoted to staff and customers. Develop a process to ensure relevant staff are able to provide information in alternative formats on request in a timely manner. Ensure the Main Roads Style Guide is aligned with the State Government Access Guidelines for Information, Services and Facilities. Ensure all printed and digital information is developed in accordance with the State Government Access Guidelines for Information, Services and Facilities. Continue to utilise the National Relay Service to meet the communication needs of people with hearing impairments and ensure staff know how to use this service. Ensure the Main Roads website continues to comply with W3C Guidelines and documents are available on the website in accessible formats.20 Disability Access and Inclusion Plan 2012–2016
  21. 21. Outcome 4People with disabilities receive the same level andquality of service from the staff of Main Roads asother people receive.STRATEGIES Collate relevant access resources (e.g. Accessible Information guidelines, Access Resource Kit, Accessible Events checklists, Access to premises updates, List of Access consultants) and ensure these are readily available to staff and agents and contractors. Continue to conduct regular Disability Awareness Training for staff across the organisation. Identify and provide specific disability related training according to requirements in different areas of MRWA. Include a disability awareness section in the induction for new staff. Develop a staff skills register, for example staff who understand sign language or other languages, and use these skills and competencies to enhance customer service. Continue to promote Main Roads’ achievements to staff and the wider community e.g. through the State Government’s Accessible Communities Awards and internal newsletters. Disability Access and Inclusion Plan 2012–2016 21
  22. 22. Outcome 5People with disabilities have the same opportunitiesas other people to make complaints to Main Roads.STRATEGIES Ensure the complaints management system is accessible and inclusive of all community members.22 Disability Access and Inclusion Plan 2012–2016
  23. 23. Outcome 6People with disabilities have the same opportunitiesas other people to participate in any publicconsultation by Main Roads.STRATEGIES Continue to support the Main Roads Disability Advisory Group to provide advice on disability access and inclusion. Raise the profile of the Main Roads Disability Advisory Group by having them participate in the Customer Service Advisory Council. Increase the membership of the Disability Advisory Group to ensure more diversity such as disability type, age, regional interest. Ensure consultation documents for major initiatives and major projects are available for comment and are located on the website. Ensure that the access needs of people with disabilities are considered in all community consultations. Include question(s) on disability access in the annual Community Perceptions Survey. Disability Access and Inclusion Plan 2012–2016 23
  24. 24. Outcome 7People with disabilities have the same opportunitiesas other people to access employment at Main Roads.STRATEGIES Implement strategies to improve the attraction, recruitment and retention of employees with a disability.24 Disability Access and Inclusion Plan 2012–2016
  25. 25. AcknowledgmentsMain Roads would like to thank the following people and organisations for theirvalued contribution to the creation of this DAIP: Main Roads Disability Advisory Group Main Roads Disability Access and Inclusion Plan Steering Group E-QUAL Disability Consultants Main Roads employees who contributed through the staff survey Disability Services Commission, and The individual community members who provided their feedback Disability Access and Inclusion Plan 2012–2016 25
  26. 26. FeedbackMain Roads welcomes your feedback on the DAIP. Please contact Main Roads on:Phone: 138 138Fax: (08) 9323 4430National Relay Service – TTY/Voice – 133 677National Translating and Interpreting Service (TIS) – 131 450Email: enquiries@mainroads.wa.gov.au26 Disability Access and Inclusion Plan 2012–2016

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