This document provides information about Ontario's Accessibility for Ontarians with Disabilities Act (AODA) and the requirements for organizations to comply with the Customer Service Standard. It outlines key principles of independence, dignity, integration and equal opportunity. It discusses terminology, barriers to accessibility, and the role of the Accessibility Directorate of Ontario in developing standards and enforcing compliance. It details the 11 requirements organizations must meet through policies, procedures, training and other measures to provide accessible customer service.

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 http://www.mcss.gov.on.ca/mcss/serve-ability/splash.html 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.

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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 www.mcss.gov.on.ca/en/mcss/programs/accessibility/understanding_accessibility/understanding_barriers.aspx 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.

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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

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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 www.ontario.ca /AccessON www.volunteertoronto.ca www.search.e-laws.gov.on.ca/en/search/#LegalAdvice

36. For information purposes only Coming together is a beginning. Keeping together is progress. Working together is success. - Henry Ford For information purposes only.