Accessibility Training & Education PART 1 Customer Service Standards Regulation 429/07 Integrated Accessibility Standards Regulation 191/11

Exceptional Experience Every Time

This online training & education module can be made available in an accessible format upon request.

Please contact Human Resources.

Accessibility for Ontarians with Disabilities Act (2005) • Requires that all service providers remove barriers faced by people with disabilities. • The AODA legislates the creation of accessible standards in 5 areas of daily living by 2025. 1) 2) 3) 4) 5)

Customer Service Customer Service Standards Regulation 429/07 Transportation Integrated Information & Communications Accessibility Employment Standards Built Environment Regulation (IASR)

191/11

Why AODA? • The Ontario Government recognizes that persons with disabilities are no different than anyone else in terms of the services they have a right to expect. • The goal of AODA is to make Ontario fully accessible and barrier free by 2025. – Applies to public, private and non-for-profit businesses across Ontario who have one or more staff. It also covers volunteers & unpaid workers.

Ontario’s Human Rights Code • Provides for equal rights and opportunities, and freedom from discrimination. • Recognizes the dignity and worth of every person in Ontario. • Applies to the areas of employment, housing, facilities and services, contracts, and membership in unions, trade or professional associations. This also covers volunteers and unpaid workers.

The Human Rights Code & AODA • The Code & AODA work together to promote equality & accessibility • The Code overrides AODA and other provincial laws when there is a conflict • Under the Code, when a person with a disability needs accommodation, there is a duty to accommodate. • AODA sets accessibility standards that organizations must meet. The principles of the Code inform & guide how AODA standards are to be met.

What is a disability? • • • • •

Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness A condition of mental impairment or a developmental disability A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language A mental health disorder An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, WSIB

AODA 429/07

CUSTOMER SERVICE REGULATION

General Guidelines for Serving People with Disabilities • • • • • • • •

Identify yourself (name / position) Treat the person with dignity and respect Ask if you can help and what they would like help with (e.g. take my arm), do not make assumptions Try to appear comfortable and relaxed when assisting the person Don’t raise your voice unless asked to Don’t be afraid to ask someone to repeat something you didn’t understand While acknowledging the presence of an interpreter, attendant or companion, address the person with the disability directly Don’t touch anything (service dogs, wheelchairs, canes) without asking; a person’s assistive device is considered a part of their personal space

Communication It is important to remember that people with disabilities are individuals with the same attitudes, interests and personalities as the general population If you don’t know what to do..

“ASK”

T A L K

Take the time to ask, “May I assist you?” Ask, don’t assume. Never assist unless asked.

Listen attentively, and speak directly to the person with a disability Know the accommodations and special services at Headwaters

The person with the disability is the best resource for information on how to help

Hearing Loss Disabilities • There are several different types of hearing loss: hard-of-hearing, deafened, oral deaf, and culturally deaf. • As with other disabilities, hearing loss has a wide variety of causes and degrees. • People who are affected may require assistive devices or an American Sign Language (ASL) Interpreter when communicating.

Hearing Loss Disabilities DO

• Attract the person’s attention before speaking by waving your hand and say ‘hello’ from outside of their personal space • Look at and speak directly to the person • Speak clearly, slowly and keep your hands away from your face • Reduce background noise • Use pen & paper to communicate if necessary • Ensure appropriate lighting

DON’T • Don’t shout • Don’t use an intercom • Don’t block your face when speaking

Hearing Loss Disabilities Services/Accommodations available: • Teletypewriter (TTY) Text Phone Devices • Pocket Talker • Sign Language/Interpretation Services

Visual Disabilities • Vision loss reduces a person’s ability to see clearly. Few people with vision loss are totally blind. • Some have limited vision, such as the loss of side, peripheral or central vision. Some can see the outline of objects, while others can see the direction of light. • People with cataracts often have unclear vision, and see things through a “foggy window.”

Visual Disabilities DO

• Address the person by name & identify yourself • Speak directly to the person in a normal tone of voice • Ask if the person needs assistance & how you can help • Identify landmarks & any hazards along the route • Describe any procedures such as tests, medication administration

DON’T • Don’t assume the person can’t see you • Don’t leave the person without advising them where you are leaving them. Show them to a chair, or guide them to stand by a wall, door, etc. • Never interfere with a guide dog by petting or distracting or offering it food.

Visual Disabilities Services/Accommodation available: • See policies on Accessibility, and Service Animals/Pet Therapy • Elevators are equipped with Braille buttons • Guide dogs are permitted by Legislation

Physical Disabilities • Are hard to generalize & can result from birth defects, injuries/accidents, post surgical recovery &/or medical conditions such as arthritis, muscular dystrophy, multiple sclerosis, cerebral palsy, dementia…just to name a few • Physical disabilities may restrict a person’s ability to walk, talk, sit, stand, speak, comprehend, grasp objects, as well as other difficulties • Physical disabilities may be temporary or permanent in nature

Physical Disabilities DO • Speak clearly & directly • The patient may require extra time for appointments ( to change, get in and out of the room, communicate) • Enquire what time the patient needs to meet his/her ride and allow time to get there • Provide information about accessible features of the immediate environment (washrooms, automatic doors, etc.)

DON’T • Try not to rush patient when they are changing or moving from one area to another • Don’t delay the patient if he/she has a scheduled ride or assistive service

Physical Disabilities Services/Accommodation available: • Wheelchairs are available in the lobby. • Many washrooms are marked accessible. • Accessible parking spots are available in all parking lots • All entrances are accessible and have sliding doors without curbing.

Speech Language Disabilities • A person with a speech disability is unable to produce speech sounds correctly or fluently, sometimes due to voice strength or aphasia. • Some people with speech disabilities have difficulties with articulation & stuttering. • A person with a language disability has trouble understanding others (receptive language) or sharing thoughts, ideas and feelings (expressive language).

Speech Language Disabilities DO

• If you are able, ask questions that can be answered with Yes or No • If the person points to pictures, symbols or letters, say them out loud as he/she points to them. It can help to write down words as the person selects them • Be patient. Allow the person time to answer or ask questions • Use short, clear and simple sentences during interactions

DON’T • Don’t assume they have an intellectual disability • Do not speak loudly or slowly

Mental Health Disabilities • Mental health disabilities are usually not visible. Most of the time, you will not know that a person has a mental health disability • Sometimes, a mental health disability may present itself through “odd” or very different behaviour • You may have no way of knowing for sure

Mental Health Disabilities How do I recognize a mental health disability? • Inability to think clearly • Hallucinations - hearing things, seeing things, feeling things, smelling things that are not there • Mood swings for no apparent reason • Poor concentration • Difficulty remembering • Lack of motivation

Mental Health Disabilities DO

• Treat the person with the same • • •

•

respect & consideration you have for everyone else Be patient & calm If the situation warrants, get extra help Familiarize yourself with any Headwaters policies/procedures for dealing with crisis situations involving mental health disabilities Make an effort to learn about resources available at Headwaters and in the community to assist people with mental health disabilities

DON’T • Don’t panic • Don’t show frustration • Try not to agitate the patient

Services/Accommodations Available • Accessible Entrances - All main entrances are accessible at ground level and without curbing. Equipped with automatic doors door openers. • Accessible Parking • Accessible Elevators - Equipped with Braille buttons • Accessible Washrooms - We have accessible washrooms and they are marked with a wheelchair symbol • Easy Access Doors - Internal doors have lever handles. Emergency Department and Main Entrance doors are automatic • Handrails - In all main hallways except Main Lobby.

Services/Accommodations Available • Portable Patient Lift & Ceiling Lifts • Wheelchairs - Available in Emergency and Main Entrance. • Service/Pet Therapy Animals - See Pet Therapy & Service Animals Policy on the Intranet. • Pocket Talkers - Allows a patient to use headphones to hear sound/voices amplified through a mini-microphone system. Available from Switchboard. • Sign Language Interpreters & Interpretation/Translation- Visit the Intranet or contact your Manager to find out how to request these services. • Teletypewriter (TTY) Text Phone Devices - Portable device available at Switchboard.