AODA Customer Service Standard


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AODA Customer Service Standard

  1. 1. For information purposes only Inclusive Customer Service From Here to There: The material contained in this presentation is for information purposes only.
  2. 2. <ul><li>Customer: the person receiving the service </li></ul><ul><li>Person with a disability: language that is respectful of the individual </li></ul><ul><li>Person-first language: recognizes that service is to the person, not to the disability </li></ul>For information purposes only <ul><ul><ul><li>Terminology </li></ul></ul></ul>
  3. 3. Session AGENDA <ul><li>The Accessibility For Ontarians with Disabilities Act (AODA) </li></ul><ul><li>People with Disabilities </li></ul><ul><li>Accessible Customer Service </li></ul><ul><li>Accessibility Directorate of Ontario </li></ul><ul><li>Implementation and Resources </li></ul>For information purposes only Inclusive Customer Service Agenda
  4. 4. <ul><li> Accessibility in Ontario must become widespread and commonplace, so that people with disabilities can count on it, on a daily basis. </li></ul>For information purposes only
  5. 5. Context <ul><li>Accessibility for Ontarians with Disabilities Act (AODA) became law in 2005 </li></ul><ul><li>The Accessibility Directorate of Ontario (ADO) is responsible for supporting and monitoring compliance </li></ul><ul><li>As each Accessibility Standard is developed, compliance is province-wide and mandatory </li></ul>For information purposes only
  6. 6. Underlying Principles of the AODA <ul><li>Independence </li></ul><ul><li>Dignity </li></ul><ul><li>Integration </li></ul><ul><li>Equal Opportunity </li></ul>For information purposes only Based on the Ontario Human Rights Code (OHRC)
  7. 7. The Process of Developing the Standards <ul><li>The Accessibility Standards have been, and are being, developed through a transparent and inclusive process with extensive community participation. </li></ul><ul><li>People with disabilities, representatives from the nonprofit, business, and public sectors, as well as staff from related provincial ministries, provided input. </li></ul>For information purposes only
  8. 8. AODA Standards <ul><li>Customer Service Standard was the first to become law </li></ul><ul><li>The Integrated Accessibility Standards, which combine transportation, information & communication, and employment, became law July 3, 2011 </li></ul><ul><li>The proposed Built Environment Standard is not yet law. It is with government for consideration </li></ul>For information purposes only
  9. 9. <ul><li>The Customer Service Standard </li></ul>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. 10. <ul><li>Accessible customer service is about understanding that people with disabilities may have specific needs. </li></ul>For information purposes only It can be as simple as asking “How can I help?” and making small changes to meet the need .
  11. 11. For information purposes only <ul><li>Serve-Ability e-learning Course & Tools </li></ul><ul><li>Valuable training resource developed by the ADO </li></ul><ul><ul><li>45 minute e-learning course on AccessON web site </li></ul></ul><ul><li>Printed material includes: </li></ul><ul><ul><li>Training Resource for Small Business and Organizations </li></ul></ul><ul><ul><li>Compliance Manual for Businesses and Organizations </li></ul></ul>
  12. 12. AODA Overview of Disability <ul><li>Any degree of physical disability </li></ul><ul><li>Mental impairment or developmental disability </li></ul><ul><li>A learning disability </li></ul><ul><li>A mental disorder </li></ul><ul><li>An injury/disability under Workplace Safety and Insurance Act, 1997 </li></ul>For information purposes only
  13. 13. For information purposes only This material is for information purposes only.
  14. 14. <ul><li>Visible and non-visible disabilities </li></ul>For information purposes only <ul><ul><ul><li>For example: </li></ul></ul></ul><ul><ul><ul><li>Depression is a mental illness that is not visible </li></ul></ul></ul>
  15. 15. <ul><li>Disabilities that are episodic in their effect </li></ul>For information purposes only <ul><ul><ul><li>For example: </li></ul></ul></ul><ul><ul><ul><li>Multiple Sclerosis can effect sufferers </li></ul></ul></ul><ul><ul><ul><li>differently each day </li></ul></ul></ul><ul><li>Disabilities of different severity </li></ul><ul><ul><ul><li>For example: </li></ul></ul></ul><ul><ul><ul><li>Arthritis severity often increases over time </li></ul></ul></ul>
  16. 16. <ul><li>FACT: More than 15% of Ontarians live with a disability </li></ul><ul><li>REALITY: The other 85% can be described as currently ‘abled’ </li></ul><ul><li>GOAL: Equitable and Respectful services for all Ontarians </li></ul>For information purposes only As the population of Ontario ages, the percentage of Ontarians living with a disability will increase.
  17. 17. For information purposes only
  18. 18. Barriers to Accessibility <ul><li>Attitude: stereotypes and language that focus on a person's disability rather than on their abilities </li></ul><ul><li>Physical: an ‘accessible’ building where the washroom entrance is too narrow to accommodate a wheelchair </li></ul><ul><li>Communication: information provided only in print and only in one font size </li></ul><ul><li> </li></ul>For information purposes only
  19. 19. The Purpose of the Accessibility Directorate of Ontario <ul><li>Develop, implement and enforce standards that will make goods, services, facilities, accommodation, employment, buildings, structures and premises accessible to Ontarians with disabilities. </li></ul>For information purposes only
  20. 20. ADO’s Role in the Compliance Process <ul><li>Provide ADO resources, education and guidance to organizations in Ontario as they comply with the AODA </li></ul><ul><li>Provide the AODA Contact Centre to answer enquiries about the AODA and the Standards </li></ul><ul><li>Support and consultation are embedded in the compliance </li></ul><ul><li>process. Penalties are a means of last resort. </li></ul>For information purposes only
  21. 21. Compliance is Mandatory <ul><li>The Act gives the government the authority to set monetary penalties to enforce compliance. </li></ul><ul><li>Penalties will be used only after all compliance assistance efforts have been exhausted. </li></ul><ul><li>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. </li></ul>For information purposes only
  22. 22. <ul><li>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. </li></ul>For information purposes only
  23. 23. For information purposes only Organizations with 20 or more employees have additional requirements related to documentation and reporting.
  24. 24. For information purposes only
  25. 25. Policies, Practices and Procedures <ul><li>All 11 Requirements need policies, practices and procedures. Grouped in useful categories: </li></ul><ul><ul><li>Assistive devices, service animals and </li></ul></ul><ul><ul><li>support person(s) </li></ul></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Training </li></ul></ul>For information purposes only
  26. 26. Policies, Practices and Procedures re: Assistive devices, service animals, support person(s) <ul><li>Permit people with disabilities to </li></ul><ul><li>Use personal assistive devices </li></ul><ul><li>Be accompanied by their service animal </li></ul><ul><li>Be accompanied by a support person </li></ul>For information purposes only
  27. 27. Policies, Practices and Procedures re: Communication <ul><li>Communicate in a manner that takes into account a person’s disability </li></ul><ul><li>Provide notice of temporary disruption in service </li></ul><ul><li>Where admission fees are charged, give advance notice of admission fee for support person </li></ul><ul><li>Provide clear accessible process for organization to receive feedback and respond to complaints </li></ul>For information purposes only
  28. 28. Policies, Practices and Procedures re: Training <ul><li>Train staff, volunteers and others </li></ul><ul><li>who prepare policies, practices and procedures </li></ul><ul><li>who provide direct service to the public, to other organizations or businesses in Ontario </li></ul><ul><li>when someone is new to the organization </li></ul><ul><li>when services or circumstances change </li></ul>For information purposes only
  29. 29. Training Must Include <ul><li>Purpose of AODA and requirements of Standard </li></ul><ul><li>Four core principles </li></ul><ul><li>Organization-specific policies, procedures and practices for serving people with disabilities </li></ul><ul><li>Information about various types of disabilities and ways to provide services effectively & respectfully </li></ul>For information purposes only
  30. 30. For information purposes only For information purposes only.
  31. 31. Organizational Process <ul><li>Determine person(s) to be responsible for preparing policies, practices and procedures </li></ul><ul><li>Identify who needs to be trained </li></ul><ul><li>Establish training roster and schedule </li></ul><ul><li>Communicate plans and progress to engage commitment from everyone in organization </li></ul>For information purposes only
  32. 32. Becoming and Staying Compliant <ul><li>Use audit tools during implementation </li></ul><ul><li>Conduct regular review of policies & process </li></ul><ul><li>Provide training when circumstances, policies or personnel (staff/volunteers) change </li></ul><ul><li>Evaluate feedback received </li></ul>For information purposes only
  33. 33. Resources on USB <ul><li>PowerPoint slide deck August 26, 2011 </li></ul><ul><li>H-out: Requirements of the Customer Service Standard </li></ul><ul><li>From Here to There: CSS Workbook </li></ul><ul><li>Notes for Executive Director and Board of Directors </li></ul><ul><li>AODA Information for E.D., Board, staff and volunteers </li></ul><ul><li>Tip sheets on serving customers with disabilities </li></ul><ul><li>AODA CSS: Guide, Compliance Manual & Training Resource </li></ul>For information purposes only
  34. 34. Topics Covered <ul><li>Purpose of AODA </li></ul><ul><li>Overview of Disabilities </li></ul><ul><li>Role of the ADO </li></ul><ul><li>Requirements of the Customer Service Standard </li></ul><ul><li>Implementation </li></ul><ul><li>Resources </li></ul>For information purposes only
  35. 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. 36. For information purposes only Coming together is a beginning. Keeping together is progress. Working together is success. - Henry Ford For information purposes only.