Appendix B

 

 

 

 

 

 

ACCESSIBILITY TRAINING

 

Customer Service

 

 

Reference Guide
ACKNOWLEDGEMENTS

 

The City of Ottawa expresses sincere appreciation to the many people who contributed experiences and expertise, ideas and advice to the development of the Accessibility Training: Customer Service materials.

 

Project Team

·        Donna Quiggin, Portfolio Manager Special Needs

·        Elizabeth Seaton, Consultant Training and Development

·        Lois Emburg, Manager, Human Rights & Employment Equity

·        Mary Reid, Accessibility Specialist

·        Nathan Adams, Training Coordinator

 

Special mention to

·        Lucie Kean-Frank, Business Analyst

·        Penny LeClair, City of Ottawa Accessibility Advisory Committee

 

For testing the materials, thank you to:

·        Ottawa Public Library

·        Parks & Community Services

·        Focus Group and pilot participant

 

Special thanks to

www.intersol.ca

http://www.theherringtongroup.ca

 

 

United Spinal Association

Communication Tips were adapted from United Spinal Association’s, publication ‘Disability Etiquette’.  To download this publication free of charge, go to www.unitedspinal.org or call 1-800-444-0120 to order printed copies.

 

Canadian Hearing Society and Canadian Hard of Hearing Association

TTY tips were adapted from information provided by the Canadian Hearing Society and Canadian Hard of Hearing Association.

 

Canadian National Institute for the Blind

Clear Print Accessibility Guidelines was adapted from CNIB’s publication ‘Clear Print Accessibility Guidelines’. To download this publication free of charge, go to www.cnib.ca or call (613) 563-0000 to order printed copies.

 

HRSDC, Government of Canada

Choosing the Right Words was adapted from Way with Words.  To download this publication free, go to http://www.hrsdc.gc.ca

 

We sincerely hope these materials will be useful and instructive as we make accessibility a part of our everyday business. 

 

Corporate Accessibility Office

Organization Development and Performance

City Operations

City of Ottawa

Mail Code: 01-70

accessibilityoffice@ottawa.ca

2009

Table of Contents

INTRODUCTION.. 5

City of Ottawa Commitment to Accessibility.. 6

Purpose and Summary of Accessibility Legislation Purpose and Summary of Accessibility Legislation.. 9

City of Ottawa Policies related to Regulation 429/07. 13

Communication Tips & Language.. 18

Tips for Providing Accessible Customer Service.. 20

Service Animals and Guide Dogs.. 30

Support Person.. 33

Language:  Choosing the Right Words.. 35

Accessibility Icons.. 39

Tips for Clear Print.. 44

Adaptive Equipment and Uses.. 50

TELEPHONE TELETYPES (TTY) 51

Glossary Of Terms.. 52

Web Resources And Links.. 58

Ontario Regulation 429/07. 63


INTRODUCTION

ACCESSIBILITY TRAINING: CUSTOMER SERVICE

 

This Reference Guide is designed to serve as a practical reference tool and a training resource for employees with the City of Ottawa.  

During Accessibility Training: Customer Service, you will be asked to refer to this Reference Guide for comprehensive information, tips and techniques related to delivering accessible customer service.

 Accessible customer service is becoming an every day part of doing business.  Accessible services add value and are part of the providing service excellence. Accessibility benefits everyone.

After training is completed, keep this Reference Guide in an easy to find place. 

When you need a quick reminder on how to respond to a particular situation, go to the relevant section for the information you need. 

Use this guide as a job aid to help you act quickly in providing a respectful and inclusive approach to citizens who have a disability.

 

  

 

 

 

 

Section 1

City of Ottawa’s commitment to Accessibility


City of Ottawa Commitment to Accessibility

 

Introduction

 

To further its commitment to citizens with disabilities and to ensure that municipal services are accessible to all, the City of Ottawa initiated the Accessible Municipal Services Training Project. The purpose of this initiative is to inform and support front-line staff in their delivery of accessible services, as well as inform policy makers, builders and planners.

 

Council’s direction

 

The inclusion of people with disabilities is a corporate-wide vision directed by Council through the 2007-2010 City Strategic Direction, Ottawa 20/20 and City of Ottawa Municipal Accessibility Plans (COMAP). As the City continues to build a caring and inclusive community, it has recognized that inclusion means all citizens regardless of disability or type of disability: visible or non-visible disabilities.

 

Accessibility improves services and results in greater civic participation and economic benefits. Features designed for accessibility have become incorporated into our day-to-day activities and business; from automatic door openers to accessible web designs, plain language documents to simultaneous text portrayal of meeting proceedings. Benefits go far beyond the person for whom the features were intended. Accessibility features are without exception, good for the whole community.

 

One of the goals of the City of Ottawa’s Corporate Accessibility portfolio is that accessibility considerations will become an everyday part of doing business.

 

This is being led at every level of the organization. Employees are taking the initiative to ensure their services are accessible to people with disabilities, senior management is setting strategic directions for greater access. While the City is aware that not all barriers have been identified or removed, progress is being made towards full accessibility.

 

 

City of Ottawa’s Priority Areas for Accessible Customer Service

 

Efforts will continue so that disability related barriers will not limit participation of residents, visitors and employers.  Bringing this vision to reality requires the continued attention, dedication and skills of all City staff.  We are also relying on managers and staff and community to help in identifying barriers that need to be removed.  Diligence is required to prevent the introduction of new barriers during changes in service, installation of new technologies or policy reviews.


The City of Ottawa Strategic Direction has identified priority areas that include efforts to:

·        have the entire transit fleet accessible by 2017

·        ensure people who are economically disadvantaged are included in the work of Council and policy development

·        ensure that everyone has the opportunity to take part in cultural and recreational programs

·        recognize and balance the needs of all citizens as they access City services

·        develop a 10-year renewal plan for sidewalks, street signals and stop signs that will fully close the infrastructure renewal gap by 2017.

 

 

 


 

 

 

 

 

 

Section 2

Purpose and Summary of Accessibility Legislation
Purpose and Summary of Accessibility Legislation

a.      Ontarians with Disabilities Act (ODA), 2001

 

In 2001, the Province of Ontario enacted the Ontarians with Disabilities Act (ODA). This Act requires public sectors to report on the identification, removal and prevention of barriers faced by persons with disabilities.

 

The ODA requires public sector organizations including municipalities to prepare and make public annual accessibility plans.

 

b.     Accessibility for Ontarians with Disabilities Act (AODA), 2005

 

In 2005, a second piece of accessibility legislation was enacted called the Accessibility for Ontarians with Disabilities Act (AODA), 2005.   The AODA is designed to achieve a fully accessible province by 2025 through the development, implementation and enforcement of accessibility standards.

 

This Act recognizes that people with disabilities should have the same kind of opportunities as everyone else, including doing the things that most of us take for granted — going to work or school, shopping, taking in a movie or eating out.  The AODA addresses standards in 4 common areas of:

1. Customer service

2. Information and communications

3. Employment

4. Built environment

 

     as well as sector specific areas:

5. Transportation

 

c.      Accessibility Standards for Customer Service ON Regulation 429/07

 

Effective January 1, 2008, the provincial government regulated the first of four common standards to support the AODA: Accessibility Standards for Customer Service Ontario Regulation 429/07.

 

This regulation is designed to ensure people with disabilities have equal opportunity to obtain and benefit from goods and services as others.   Regulation 429/07 requires the following principles are followed when providing service to people with disabilities:

·        Dignity

·        Independence

·        Integration

·        Equality of opportunity

 

Municipalities and other designated public sector organizations must comply with this legislation by January 1, 2010.   Private and non-profit sectors must comply by January 1, 2012.

 

Specific Obligations of the Accessibility Standards for Customer Service: Regulation 429/07

 

Regulation 429/07 requires every designated public sector organization and all other providers of goods or services in Ontario who have at least one employee in Ontario to:

 

1.      Establish policies, practices and procedures on governing the delivery of goods or services to people with disabilities.

 

2.      Establish a policy that supports people in using their own assistive devices when accessing services

 

3.      Use reasonable efforts to ensure policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.

 

4.      Communicate with a person with a disability in a manner that takes into account his or her disability.

 

5.      Allow the use of guide dogs, support animals or a support person by people with disabilities when accessing a good or service

 

6.      Provide advance notice if fees are changed for support persons when accompanying a persons with a disability

 

7.      Provide notice when public facilities or services are temporarily disrupted.

 

8.      Establish a process to receive and act on feedback about accessibility of services.

 

·         The City will establish a process for receiving and responding to feedback about the manner in which it provides goods or services to people with disabilities;

 

·         The process must allow feedback in person, by telephone, in writing, electronically (email, on diskette or otherwise);

 

·         The process must specify actions to be taken if complaint is received (the standard does not specify what the response must be); information about the process must be made available to the public.

 

9.      Ensure employees, volunteers, and 3rd parties (who deliver services on behalf of the City) who deal with the public and/or are involved in policy development receive training in accessibility.  This training must include:

a.      The AODA and requirements of Customer Service Standard

b.      How to interact and communicate with persons with various types of disability, persons who use an assistive device or require the assistance of a guide dog, service animal or a support person

c.      What to do if a person with a particular type of disability is having difficulty accessing services

d.      How to use equipment or devices available on premises

 

·         When must training be done?

o       Current employees, agents, summer students, part time employees, volunteers…by January 1,2010

o        New employees, agents, volunteers … as soon as practicable

o       Ongoing training on changes to policies, practices, procedures, new equipment, etc.

 

10. Make publicly available, a document that describes how the standard is implemented.

 

d.     Conflict with Other Laws

 

If there is a conflict between the AODA or its regulated accessibility standards and any other provincial law, the final authority is the law that gives people with disabilities the most access.

 

e.      Other Relevant Legislations

 

The following legislations are relevant to accessibility.

·         Ontario Human Rights Code

The Ontario Human Rights Code (the Code) protects against discrimination and harassment. The Ontario Human Rights Commission administers the Code and is responsible for making sure that the Code is respected.

Under the Ontario Human Rights Code, everyone has the right to be free from discrimination because of handicap or perceived handicap in the social areas of employment, services, goods, facilities, housing, contracts and membership in trade and vocational associations. This right means that people with disabilities have the right to equal treatment.  Accessibility standards regulated under the AODA gives service providers specific instructions about accommodations that are to be put in place or available for people with disabilities.

·         Ontarians with Disabilities Act

Through the Ontarians with Disabilities Act, (ODA) public sector organizations including Government ministries, municipalities, hospitals, school boards, and universities are mandated to prepare annual accessibility plans and to make these plans available to the public.

 

NOTE: Links and additional information about these and other relevant legislations can are found on Ozone, under Accessibility resources.  These include: The Blind Persons Act and the Mental Health Act.

 

 

 

 

 

 

 

 

Section 3

City of Ottawa Policies related to Regulation 429/07
 City of Ottawa Policies related to Regulation 429/07

 

 

1.      Duty to Accommodate Policy-- City of Ottawa

 

The City of Ottawa is committed to providing equal treatment with respect to employment without discrimination and accommodating employees and potential employees in a manner which:

 

a.      respects their dignity

b.      is equitable

c.      enhances their ability to compete for jobs, perform their work and fully participate in employment at the City.

 

The City will provide an inclusive, barrier-free work environment that (/) allows people with disabilities to contribute as full members of their work teams to enjoy the same employment rights as other staff, whether as candidates for employment or as employees.

 

The City is also committed to providing equal access to transportation, buildings, goods and services.

 

 

The main objectives of this policy are:

 

·         to enable equitable participation in the City's employment practices, employment applications and advertisements;

·         to enable equitable participation in the City's residential or commercial tenancy;

·         to enable equitable participation in the City's goods, services, accommodation or facilities customarily available to the public;

·         to enable equitable participation in the City's statements, publications, notices, signs, symbols, emblems or other representations that are published, issued or displayed before the public;

·         to assist employees with disabilities return to work after an occupational or non-occupational injury or illness; and

·         to ensure accessibility by building accommodation into City standards when designing employment systems processes, and facilities.

 

Application:

 

This policy applies to the provision of services to the public, to City of Ottawa employees as well as to individuals applying for employment with the City of Ottawa and members of the general public who require access to City transportation, buildings, goods and services.

 


2.      Multiple Formats Policy--City of Ottawa

 

The City of Ottawa will provide documentation in multiple formats for people with disabilities.  We will:

 

·         Prepare one or more documents describing our policies, practices and procedures with respect to the provision of goods or services to people with disabilities, including all the topics listed standard 429/07.

·         Notify customers that the documents required under this standard are available upon request by posting the notice in a conspicuous place on the premises we own or operate, by posting the notice on your website, or by another method that is reasonable in the circumstances.

·         Provide a copy of the required documents to anyone who asks for them.

·         When providing documents required by the customer service standard to a person with a disability, do so in a format that takes into account the person’s disability.

 

The main objectives of this policy are:

 

·        To ensure that all citizens, regardless of ability, have the tools they require to participate in the civic process;

·        To ensure that all staff, regardless of ability, have the tools they require to fulfil their professional duties and have equal access to all information;

·        To ensure that the City of Ottawa is as inclusive and barrier-free as possible in a cost effective manner;

·        To ensure that the City's website and employee Intranet site is as accessible as possible.

·        To ensure equal electronic access to information.

 

Application:

 

The policy applies to all City employees and people with disabilities.

The policy also applies to materials produced by the City of Ottawa for release to the public. For the moment, it concentrates on those formats that complement conventional print material. However, the policy is not meant to be the definitive word on multiple formats. Changes in technology, regulated accessibility standards and communication needs of consumers require a complete review of this policy scheduled to take place in 2009 – 2010.

 

 

 

 


Supplementary Note

 

Like Duty to Accommodate, the Multiple Formats policy was developed prior to the AODA being enacted. While neither conflict with AODA, further policies will be developed to reflect new AODA requirements.


3.      Other Obligations related to Regulation 429/07--City of Ottawa

 

The City of Ottawa will review existing policies for consistency with the principles described in regulation 429/07, as well as develop new policies to meet specific obligations of this regulation.  As described in the regulation, this will include policies related to the following key areas: 

 

a.      Policies, practices and procedures on the provision of goods or services to people with disabilities

 

Description of customer service policies, practices and procedures on the provision of goods or services to people with disabilities.

 

b.     Service animals and support persons

 

Policies, practices and procedures with respect to the entry of service animals and support persons to those areas of the premises that are owned or operated by the City of Ottawa, where we provide goods or services, and that are open to the public or other third parties.

 

c.      Notice of temporary disruptions

 

The steps that will be taken in connection with a temporary planned or unexpected disruption to facilities or services that people with disabilities usually use to access City of Ottawa goods or services, including what alternative facilities or services, if any, can be made available during the temporary disruption.

 

d.      Training

 

The City of Ottawa policy for providing training related to accessible customer service.

 

e.      Feedback process

 

The City of Ottawa process for receiving and responding to feedback on the manner in which we provide goods or services to people with disabilities.

 

 

 

 

 

 

 

 

 

 

 

Section 4

Communication Tips & Language

 

 

 

 

 

 


 

General Communication Tips

 

As you meet people with various disabilities, you may be apprehensive about how you should behave towards that person. Be yourself and relax!

 

Remember a person with a disability is a person first, and foremost.  The first point of contact you have will set the stage for the service relationship.

 

·         When meeting someone, be proactive and extend the same familiarity as you do to others.

 

·         You can offer to shake hands when introduced.

 

·         Ask first if the person wants help and how you can help. Listen and follow instructions. Follow the person's cues, and ask if you are not sure. Don't be offended if someone declines your offer of assistance.

 

·         Don’t make assumptions! The person is the expert about what they need and how they need it; and is the best judge of what they can or cannot do. Don’t make decisions for others based on your assumptions. Do not leave the person out of a conversation or activity because you feel uncomfortable or fear that he/she will feel uncomfortable. Include him or her as you would anyone else. Let it be their decision whether or not to participate.

 

·         Speak directly to the person, not to their companion, aide or interpreter. Just talk to that person as you would with anyone else.

 

·         Don’t be embarrassed if you use common expressions such as “It was good to see you,” See you later” or “Did you hear about this?”, even if these expressions seem out of place given the disability.

 

·         Explore options to assist the person; ask for ideas from colleagues;

 

·         Be flexible.

 

 


 

Section 5

Tips for Providing Accessible Customer Service

 

1.                      People with Physical Disabilities (Mobility, Dexterity)

2.                      People with Vision Impairments

3.                      People with Hearing Impairments (Deaf, deafened or hard of hearing)

4.                      People who are Deaf-Blind

5.                      People with Speech or Language Impairments

6.                      People with Intellectual or Developmental Disabilities

7.                      People with Learning Disabilities

8.                      People with  Mental Health Disabilities

9.                      People with Environmental Disabilities

10.                 Talking on the Phone

 

 

 

 

 


Tips for Serving  People with Physical Disabilities (Mobility, Dexterity)

·         Mobility disabilities refer to physical limitations that may restrict an individuals’ ability to move around, perform manual tasks, or participate in certain activities. A physical disability can be present at birth, or may be the result of a medical condition, or injury.

 

·         Keep ramps, accessible doors and aisles unblocked. Avoid putting displays in front of entrances. Make sure that there is a clear path of travel to shelves and display racks.

 

·         Speak normally and directly to the individual who is accessing services. Do not address your comments through someone who may be accompanying them.

 

·         Ask before you help.

 

·         Be patient. People will identify their needs to you.

 

·         Don't touch or lean on someone’s assistive device, especially wheelchairs or walkers.

 

·         Provide information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.).

 

·         Ask permission before you push a person's wheelchair.

 

·         Never touch a service animal that is on duty (i.e. wearing its halter).

 

·         Be careful not to lean over someone in a wheelchair to shake another person’s hand.

 

·         Never set your coat or drink on the desktop attached to someone’s wheelchair.

 

·         People who use canes or crutches often need their arms for balance. If you are asked to assist, gently hold their arm or offer your arm for support.

 

·         People who have limited mobility may lean on a door for support as they open it. Pushing the door open from behind or unexpectedly opening the door may cause them to fall. Even pulling out or pushing in a chair may present a problem.

 

·         Always ask and receive permission before helping.

 


·         Be aware of reach limits for people who use wheelchairs or persons of short stature.

 

·         Place as many items as possible within reach. Some people have limited use of their hands, wrists or arms. Be prepared to offer assistance with reaching for, grasping or lifting objects, opening doors or display cases, operating vending machines or other equipment. If a service counter is too high for a customer to see over, step around it to provide service. Have a clipboard handy if filling in forms or providing signatures is expected.

 

·         When talking with someone who uses a wheelchair, sit at eye level. If that’s not possible, stand at a slight distance to facilitate eye contact and avoiding straining of the neck.

 

·         Chairs with arms or with higher seats can be easier to use for some people with limited mobility.

 

·         Ensure there are warning signs when the floors are wet. Watch that mats are not bunched up making the floor impassable for someone using a wheelchair.

 

·         People who do not have a visible disability may have needs related to their mobility. For example, a person with a respiratory or heart condition may have trouble walking long distances or walking quickly. Provide benches or chairs for people to sit and rest on.

 


Tips for Serving People with Vision Impairments

         Identify yourself before you make physical contact with the person.

         When you approach your customer speak directly to them.

         Speak normally and clearly.

         Never touch your customer without asking permission, unless it’s an emergency.

         Offer to orient the person to the surroundings.

         If you offer assistance, wait until you receive permission.

         Offer your arm (the elbow) to guide the person and walk slowly.

         Ask permission before touching a service animal or a person’s mobility assistive device.

         If you’re giving directions or verbal information, be precise and clear. For example, if you’re approaching a door or an obstacle, say so.

         Don't just assume the individual can't see you.

         Don't leave your customer in the middle of a room. Show them to a chair, or guide them to a comfortable location.

         Identify landmarks or other details to orient your customer to the environment around them.

         Don't walk away without saying good-bye.

         Be patient. Things may take a little longer.  Schedule more time.

         Be specific when giving directions, or warnings.

Documentation

         Offer information in large print, clear font, appropriate spacing.

         Bold white letters on black background is preferred.

         Avoid using all uppercase letters.

         Use good lighting but not too bright.

         Avoid shiny paper.

 

 

Tips for Serving People with Hearing Impairments (Deaf, deafened or hard of hearing)

         Find out what the person’s preferred communication method is. The majority of people who are Deaf communicate with sign language however the majority of deafened adults do not.

         Attract the customer’s attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.

         Always ask how you can help. Don’t shout.

         Make sure you are in a well-lit area where your customer can see your face.

         Face the person. Speak clearly, slowly, and expressively, without exaggerating words.  Address your customer, not their interpreter.

         If necessary, ask if another method of communicating would be easier, for example a pen and paper.

         Don’t put your hands in front of your face when speaking.

         Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood.

         Any personal (e.g., financial) matters should be discussed in a private room to avoid other people overhearing.

         Be patient. Communication for people who are Deaf may be different because their first language may not be English. It may be American Sign Language (ASL) or SLR.

         If the person uses a hearing aid, try to speak in an area with few competing sounds.

         Speech reading (lip reading) is difficult for people who are Deaf.

         Follow the lead when the person does ask you to speak up, or slow down.

         Rephrase, rather than repeat.

         Instead of asking: “Do you understand?” it is better to ask, “Am I clear?”

         Be respectful and patient. Give the other person time to respond.

Tips for Serving People who are Deaf-Blind

         Don’t assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others have neither.

         A customer who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them.

         Speak directly to your customer as you normally would, not to the intervener.

         Identify yourself to the intervener when you approach your customer who is deaf-blind.

         Don’t touch or address service animals – they are working and have to pay attention at all times.

         Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency.

         Never leave the person without telling them that you are going. Ensure they are comfortable and know their surroundings, before you leave.

 


Tips for Serving People with Speech or Language Impairments

         Just because a person has one disability doesn’t mean they have another. For example, if a customer has difficulty speaking; don't assume they have an intellectual or developmental disability as well.

         If you don’t understand, ask your customer to repeat the information.

         If you are able, ask questions that can be answered 'yes' or 'no'.

         Be patient and polite, and give your customer whatever time he/she needs to get his/her point across.

         Don’t interrupt or finish your customer’s sentences. Wait for them to finish.

         Patience, respect and a willingness to find a way to communicate are your best tools.

         Choose a quiet environment

         Repeat what the person just said for verification, or ask the person to repeat or to write it down


Tips for Serving People with Intellectual or Developmental Disabilities

         Don’t assume what a person can or cannot do.

         Speak directly to your customer, not to their companion or attendant.

         Use plain language and speak in short sentences.

         Make sure your customer understands what you’ve said.

         If you can’t understand what’s being said, don’t pretend. Just ask again.

         Provide one piece of information at a time.

         Be supportive and patient.

         When questioning, verify responses by repeating the question in a different way.

         Be patient and ensure the person has sufficient time to give their message.


Tips for Serving People with Learning Disabilities

         Patience and a willingness to find a way to communicate are your best tools.

         When you know that someone with a learning disability needs help, ask how you can best help.

         Speak normally and clearly, and directly to your customer.

         Take some time — people with some kinds of learning disabilities may take a little longer to understand and respond.

         Try to find ways to provide information in a way that works best for them. For example, have a paper and pen handy.

         If you’re dealing with a child, be patient, encouraging and supportive.

         Be courteous and patient and your customer will let you know how to best provide service in a way that works for them.

         Ask the person how you can best relay information.

         Allow extra time for reading.

         Give verbal explanations.

         It may be easier for the person to function in a quiet environment without distractions.

 

Tips for Serving People with Mental Health Disabilities

         Treat a person with a mental health disability with the same respect and consideration you have for everyone else.

         Be confident and reassuring.  Listen carefully and work with your customer to meet their needs.

         If someone appears to be in a crisis, ask them to tell you the best way to help.

         Give the person time to answer or respond to enquiries.

         Offer to meet privately, where noise and distractions can be reduced.

         Be patient and open.

 

 

Tips for Serving People With Environmental Disabilities

         Many people are affected by fragranced products. The fumes or fragrance can trigger severe reactions.

         A recommendation would be to use non-scented products including, deodorants, anti-perspirants, perfumes, aftershave, leave-in hair products, lotions and hand creams.

         Avoid the use of fragrant or scented products.

         Maintain good ventilation and overall good indoor air quality.

         Use posters to remind members of the public to also avoid the use of fragrances and scented products.

Tips for Talking on the Phone

         Speak normally, clearly and directly.

         Don’t worry about how the caller’s voice sounds. Concentrate on what’s being said.

         Be patient, don’t interrupt and don’t finish your customer’s sentences. Give your customer time to explain him/herself.

         Don’t try to guess what your customer is saying. If you don’t understand, don’t pretend. Just ask again.

         If you’re not certain what was said, just repeat or rephrase what you’ve heard.

         If a telephone customer is using an interpreter or a TTY line, just speak normally to the customer, not to the interpreter.

         If your customer has great difficulty communicating, suggest you can call back when it’s convenient to speak with someone else.

 

 

 


 

 

 

 

Section 6

Service Animals and Guide Dogs

 


 

Service Animals and Guide Dogs

Service animals, such as guide dogs, offer independence and security to many people with various disabilities. These animals provide services that help people function with greater self-sufficiency; prevent injuries; and summon help in a crisis.

 

 If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services will ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.

If a service animal is excluded by law from the premises, the provider of goods or services shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the services.

 The above is the legislation obligated by the Accessibility Standards for Customer Service, Ontario Regulation 429/07 

 Source: “Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07”, Ontario Ministry of Community and Social Services

http://209.167.40.96/page.asp?unit=cust-serv-reg&doc=guide&lang=en&page=7#toc_l2_c22

 

The customer service standard requires a provider to ensure that a person is permitted to be accompanied by his or her guide dog or other service animal in the areas of their premises that are open to the public or third parties. This means that the provider must allow the animal onto their premises and allow the person with a disability to be accompanied by the animal.

AODA defines a Service Animal as…

·         A dog trained as a guide for a blind person and having the qualifications prescribed by regulations under the Blind Person’s Rights Act

·         An animal that is readily apparent as being used for purpose relating to a disability, or

·         An animal for which the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Some types of Service Animals

·         Hearing

·          Vision

·          Seizure Alert

·         Blood Sugar Alert

·          Companion

 

 

 

·         Service animals are permitted in most public situations; however they are prohibited by law in areas such as food preparation areas.

 

·         While you may inquire whether an animal is a service animal, the person may not have information identifying it as such.

 

·         Service animals are generally highly trained and well behaved. You may ask the person to remove the animal if it is not under control.

 

·         New types of service animals are being trained such as miniature horses for people with vision loss and animals that effectively reduce anxiety for people who have some forms of mental illnesses.


 

 

 

 

Section 7

 Support Person


 

Support Person

If a person with a disability is accompanied by a support person, the   provider of goods or services shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises

The provider of goods or services may require a person with a disability to be accompanied by a support person  when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

The above is the legislation obligated by the Accessibility Standards for Customer Service, Ontario Regulation 429/07 

 Source: “Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07”, Ontario Ministry of Community and Social Services

http://209.167.40.96/page.asp?unit=cust-serv-reg&doc=guide&lang=en&page=7#toc_l2_c22

 

 

AODA definition of a Support Person

"Support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

A support person may be a paid professional, a volunteer, a family member, or a friend

 

Requirements of the Customer Service Standard

·        Free access for the support person is not required but there must be an advance notice of any fee charged.

·        Consent may be required if confidential information will be disclosed in support person’s presence.

 


 

 

 

 

 

Section 8

Language:  Choosing the Right Words

 


Language:  Choosing the Right Words

 

·        Use inclusive language

 

·        Avoid attaching labels to people with or without disabilities

 

·        The Word ‘normal’ is not appropriate when referring to someone without a disability. 

 

·        Avoid putting the word “the” before the term for the disability

 

o        “The blind”, “the deaf”, and “the disabled” are not acceptable terms.

 

o        Categorizing individuals and putting them into subgroups takes away the individuality and the dignity of the person.

 

o        Avoid using” those” people, “those” citizens or other labelling words.

 

·        Use language that addresses the person first:

 

o        Person who uses a wheelchair

o        Person who is Deaf

o        Person with a mental illness

o        Person without a disability

 

·         Always avoid negative, disempowering words, like ‘victim’, ‘sufferer’, ‘afflicted’.

 

·        Use accessible parking

 

o        The provincial parking program which is administered by the City is now called the Accessible Parking Program. This program uses accessible parking placards, as opposed to disabled parking placards.


 

The following words and phrases will help you choose language that is neither demeaning nor hurtful. Most people with disabilities prefer you use these terms.

 

Instead of

Please use

Afflicted by cerebral palsy, multiple sclerosis, arthritis, etc.

Person who has cerebral palsy.
Person who has multiple sclerosis.
Person who has arthritis, etc.
Person with a disability.

Aged (the)

Seniors

Autistic

A person with autism.
A person who has autism.

Birth defect, congenital defect, deformity

A person who has a congenital disability.
A person with a disability since birth.

Blind (the), visually impaired (the)

A person who is blind.
A person with a vision disability.

A person with vision loss.

A person with a visual impairment

A person with low vision.

Brain damaged

A person with a brain injury.
A person with a head injury.

Confined to a wheelchair, wheelchair bound

A person who uses a wheelchair.

Crazy, insane, lunatic, psycho, mental, mental patient, maniac, neurotic, psychotic, unsound mind, schizophrenic

A person with a mental health disability. 

A person who has depression.
A person with schizophrenia.

Cripple, crippled, lame

A person with a disability.
A person with mobility impairment or, more specifically, a person who walks with crutches.
A person who uses a walker.
A person who uses a mobility aid.
A person with arthritis, etc.

Deaf (the), hearing impaired (the)

A person who is Deaf (person with profound hearing loss who communicates using sign language.)

A person who is deafened (deaf later in life.)

A person who is hard of hearing (person with hearing loss who communicates primarily by speech.)

A person with a hearing loss.

When referring to the Deaf community and their culture (whose preferred mode of communication is sign language) it is acceptable to use “the Deaf.”

Deaf and dumb, deaf mute

A person who is deaf without speech.

Deaf-Blind (the)

Person who is deaf-blind (person who has any combination of visual and auditory impairments

Differently Abled

A person with a disability

Disabled (the)

People with disabilities

Elderly (the)

Seniors, older adults

Epileptic

Person who has epilepsy

Fits, spells, attacks

Seizures

Handicapped (the)

Person with a disability. The term handicapped may be used when referring to an environmental or attitudinal barrier as in “a person who is handicapped by a set of stairs leading to the entrance”

Hidden disability

Non-visible disability

Invalid

Person with a disability

Learning disabled, learning disordered, the dyslexics

A person with a learning disability or people with learning disabilities

Mentally retarded, idiot, simple, retarded, feeble minded, imbecile

A person with an intellectual disability. A person with a developmental disability

Midget, Dwarf

A person of short stature

Mongoloid, Mongolism

Person with Down Syndrome. One can use this terminology only when it is directly relevant.
Generally use a person with an intellectual or developmental disability

Normal

Person who is not disabled. . Specifically, a person who is sighted, a hearing person, a person who is ambulatory

Patient

Person with a disability. The word patient may be used when referring to a relationship between and medical professional and a client

Physically challenged

Person with a physical disability

Spastic

Person who has muscle spasms

Stutterer

A person with a speech impairment or impediment

Victim of/suffers from/ stricken with cerebral palsy, multiple sclerosis, arthritis, etc.

Person who has cerebral palsy. Person who has multiple sclerosis, etc. Person with a disability

Visually impaired (the)

A person with a visual impairment. A person with low vision. A person with vision loss.  A person with a vision disability

 

Source:  Ontario Ministry of Community and Social Services http://www.mcss.gov.on.ca/mcss/english/how/howto_choose.htm

Original source is HRSDC, Government of Canada:  Way with Words http://www.hrsdc.gc.ca/eng/disability_issues/reports/way_with_words/page06.shtml

 

 

 

 

 

Section 9

Accessibility Icons 


 

 Accessibility Icons

 

Access (Other Than Print or Braille)

for Individuals Who Are Blind or Have Low Vision

Access for Low Vision

 

 

 

 

 

This symbol may be used to indicate access for people who are blind or have low vision, including: a guided tour, a path to a nature trail or a scent garden in a park; and a tactile tour or a museum exhibition that may be touched.

 

 

Symbol for Accessibility

Accessibility Symbo

 

 

 

 

 

The wheelchair symbol should only be used to indicate access for people with limited mobility including people who are using mobility devices due to a disability. For example, the symbol is used to indicate an accessible entrance, bathroom or that a phone or sink is lowered for wheelchair users.  A ramped entrance is not completely accessible if there are no curb cuts, and an elevator is not accessible if it can only be reached via steps.

 

 

Audio Description

Audio Description for TV, Video and Film

 

 



 

 

A service for persons who are blind or have low vision that makes the performing arts, visual arts, television, video, and film more accessible. Description of visual elements is provided by a trained Audio Describer through the Secondary Audio Program (SAP) of televisions and monitors equipped with stereo sound.

 

 

 

 

Telephone Typewriter (TTY)

Telephone Typewriter (TTY)

 

 

 

 

 

 

This symbol represents a devise that is also known as a text telephone (TT), or telecommunications device for the deaf (TDD). The TTY is used with the telephone for communication with and between people who are Deaf, deafened, hard of hearing, and/or have speech impairments.

 

Volume Control Telephone

Volume Control Telephone

 



 

 

 

This symbol indicates the location of telephones that have handsets with amplified sound and/or adjustable volume controls.

 

 

Assistive Listening Systems

Assistive Listening Systems

 

 

 

 

 

This symbol represents systems that transmit amplified sound via hearing aids, headsets or other devices to assist people who are hard of hearing. They include infrared, loop and FM systems.

 

Sign Language Interpretation

Sign Language Interpretation

 

 

 

 

 

 

This symbol indicates that Sign Language Interpretation is provided for a lecture, tour, film, performance, conference or other program.

 

 

 

 

 

Accessible Print (18 pt. Or Larger)

Large Print Symbol

 

 

 

 

 

 

This symbol represents availability text printed in 18 pt. Or larger font.

 

 

Information

Information Symbol

 

 

 

 

 

 

This symbol is used to indicate the location of the information or security desk, where there is more specific information or materials concerning access accommodations and services.

 

Closed Captioning (CC)

Closed Captioning (CC) Symbol

 

 

 

 

 

 

This symbol indicates a choice for whether or not to display captions for a television program or videotape. TV sets that have a built-in or a separate decoder are equipped to display dialogue for programs that are captioned.

 

Opened Captioning (OC)

Open Captioning (OC) Symbol

 

 

 

 

 

 

This symbol indicates that captions, which translate dialogue and other sounds in print, are always displayed on the videotape, movie or television program.

 

 

 

 

 

 

 

 

Braille

Braille Symbol

 

 

 

 

 

 

This symbol indicates that printed material is available in Braille, including exhibition labelling, publications and signage.

 

 

 

 

 

 


 

 

 

 

 

Section 10

Tips for Clear Print 

 

 

 


 

Clear Print Techniques

 

The following information was compiled in part with information from the Canadian National Institute for the Blind.

Paper Choice and Printing

Use a matte or non-glossy finish to reduce glare. Avoid glossy paper as glare from the paper may make it difficult to read. Reduce distractions by not using watermarks or complicated background designs. As a general rule, if the text is showing through from the reverse side, then the paper is too thin.

Type size

 

The size of the type (known as point size) is a very important in determining legibility. A type size between 12 and 18 point (equivalent to a minimum height of 2 mm or more) is more readable. More people will be able to read the information if a larger point size is used. In all cases, consider your audience when choosing point size.

Type styles

 

Blocks of capital letters, underlined or stylised text are all harder to read. Using a word or two in capitals is acceptable, but avoid using capitals for continuous text. Underlining text or setting it in italics should always be avoided and an alternative method of emphasis used. When emphasizing a word or passage, use a bold or heavy font.

Numbers

 

If you print documents with numbers in them, choose a typeface in which the numbers are clear. Readers with sight problems can easily misread 3, 5, 8 and 0.

Colour

 

Printed material is most readable in black and white. If you are using coloured text, restrict it to the title, headlines, or highlighted material. When choosing colour provide the greatest contrast possible.

Type weight

 

People with sight problems often prefer bold or semi-bold weights to normal ones. An example of appropriate fonts include; Arial Rounded MT Bold, Arial, Gautami Bold or Verdana Bold. Avoid light type weights. Opt for fonts with medium heaviness and avoid light type with thin strokes. Examples of fonts with light strokes include; Eras Light, Felix Titling, or any of the script fonts.


Contrast

 

A stronger contrast between the background and the text will make the document more legible. The contrast will be affected by the size and weight of the type. Black text on a white background provides best contrast. Good examples are:

 

 

Poor choices:

 

Yellow, Orange or Pink Lettering on White Background

 

Font Style

 

Avoid highly stylised typefaces, such as those with ornamental, decorative or handwriting styles (sometimes referred to as “serif fonts”). Choose standard fonts with easily recognizable upper and lower-case characters. Arial and Verdana are good choices and are known as “sans serif” fonts.                                                      

 

Opt for Plain

Instead of Fancy Avoid Highly Stylized Fonts

1.1       


Leading

 

The space between one line of type and the next (known as leading or commonly “line spacing”) is important. As a general rule, the space between the lines should be double the space between words on a line. Leave space between lines. Do not squeeze words or lines closer together. Heavier typefaces will require slightly more leading.

Word spacing and alignment

 

Keep to the same amount of space between each word. Do not condense or stretch lines of type. We recommend aligning text to the left margin as it is easy to find the start of the next line and keeps the spaces even between words. You should avoid justified text as the uneven word spacing can make reading more difficult. Don’t crowd your text: keep a wide space between letters. Choose a moonscape font rather than one that is proportionally spaced.

Examples of appropriate fonts include: Arial, Tunga, and, Estrangelo Edessa. Examples of fonts with difficult to read spacing include: French Script MT, or Monotype Corsiva.

Columns

 

Make sure the margin between columns clearly separates them. If space is limited, use a vertical rule. Separate text into columns to make it easier to read. It requires less eye movement and less peripheral vision. Use wide binding margins or spiral bindings if possible. Flat pages work best for vision aids such as magnifiers.

Reversing type

 

If using white type, make sure the background colour is dark enough to provide sufficient contrast.

Setting text

 

Avoid fitting text around images if this means that lines of text start in a different place, and are therefore difficult to find. Set text horizontally as text set vertically is extremely difficult for a partially sighted reader to follow. Avoid setting text over images or textures as this will affect the contrast.

Forms

 

Partially sighted people tend to have handwriting that is larger than average, so allow extra space on forms. This will also benefit people with conditions that affect the use of their hands, such as arthritis.

Navigational aids

 

It is helpful if recurring features, such as headings and page numbers, are always in the same place. A contents list and rules to separate different sections are also useful. Leave a space between paragraphs as dividing the text up gives the eye a break and makes reading easier.

 

 

 

CLEAR PRINT CHECK LIST

 

The following check list will help guide you through the kind of changes you may need to consider:

Printed Material

Have you considered the appropriateness of the font, font size, and design of the printed information?

Font Style

Serif fonts have small lines and edges to each letter. Most visually impaired people prefer sans serif fonts, such as Arial, rather than serif fonts, such as Times New Roman

 

An example of sans serif type (Arial)

An example of serif type (Times New Roman)

Font Size

Below 12 point (the size of font) is difficult for many people to read. 18 point is the accepted size for conversion to large print for visually impaired people.

Layout

Align text from the same point on the left hand side rather than justifying text (each word finishing in the same place on the left and right hand margin). This creates uneven spaces between words and makes it difficult for people to follow

Columns

Use a maximum of two columns per page and have a good size space between the columns

Design

·         Page after page of print without gaps or distinguishing features is difficult to navigate.

·         Photos and text enhance information – a picture can say more than many words.

·         Overprinting text across pictures may look artistic but is very difficult for anyone to read.

·         The paper you use is important –high gloss paper can cause reflections which make reading difficult.

·         Pastel colours are preferable to bright neon colours

Pictures

·         Pictures are a useful way of making information accessible to people who are deaf, people with learning disabilities or any customer who has difficulty reading. They can be used to enhance text or instead of text

 

·         Always include a text phone and fax number and accessibility symbols (if appropriate) on information and flyers, brochures etc.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Section 11

Adaptive Equipment and Uses

 

TTY


TELEPHONE TELETYPES (TTY)

 

A TTY is a an electronic device with a keyboard and a small screen that used by people who are Deaf, people who are deafened, people who are hard of hearing, and people with a speech impediment, to communicate via telephone using a text-based system. If both the caller and the receiver have a TTY, the call can take place directly person to person.

 

TTY’s have been in use for over 25 years. When the first machines were developed in the 1960s, they were called “TTY’s” (Telephone Teletypes). In the 1970s and 1980s, these devices were improved, made smaller and easier to use, and were mass-produced. The newer machines were called “TDD’s” (Telecommunication Devices for the Deaf). TDD appears to limit the use of the device to people who are Deaf.

 

In Canada the appropriate term is TTY. The term “ATS” is the correct Quebec French version to use. TTY is the acronym for teletypewriter or as it is sometimes referred to, a text telephone.

 

The increasing use of e-mail and text messaging, among other technologies, has broken down many communications barriers. Emerging technologies will bring more progress in the future and may, in time, supplement the use of TTY’s. At the moment, however, TTY’s are still the most widely used devices for communicating with people who cannot use the standard telephone network (Canadian Human Rights Commission website – 2005-08-03).

 

A number of advanced models on the market have additional features such as auto answer, a printer, memory, and built-in ring flasher. One TTY model is adaptable to cell phones and another has a larger visual display for deaf-blind people.

Instead of speaking and listening, people communicate by typing back and forth to one another. A telephone receiver or handset is placed in the special acoustic cups built into the TTY (some models can be plugged directly into a telephone jack). As conversation is typed, the message is sent over the phone line, just as it would be in a spoken telephone conversation except callers can read each other’s response on the TTY’s text display.

If one of the parties does not have a TTY, people can still communicate through a telephone relay operator using a toll-free number.  Bell Canada has had a relay-system in place for many years. The contact number to connect to a Bell Relay Operator is 711 from a TTY or 1-800-855-0511 from a telephone. There is no charge for this service for local calls.


 For information about how to use a TTY and TTY Etiquette, refer to Ozone Accessibility resource.


 

 

 

 

 

Section 12

Glossary Of Terms

 

 


GLOSSARY OF TERMS 

Accessible

A general term used to describe something that can be easily accessed or used by people with disabilities. 

Accessible Formats / Alternate Formats / Multiple Formats

An accessible or alternate format is a format other than print to enable access by a person with a disability.   Common accessible formats include: large print; audio cassette; Braille; CD/DVD; descriptive video; signed video; on-screen text / e-text: plain language or easy read.  A tactile diagram or pictograms may be a component of an accessible format document.

 

Accommodations

Accommodations are measures used to make something accessible to an individual with a disability by removing a barrier to that person.  Some types of accommodation measures include the provision of assistive devices or services, and changes to policies, programs or procedures to support a person with a disability.

 

Accommodations can be individual or one-off’s, universal or IT-based personalization systems.

 

Adaptive or Assistive Technology (AT)

 

Technological tools (computers and communication devices) that facilitate computer access for people with disabilities. Technology solutions may involve simple, readily available adjustments such as using built-in access devices on standard computers, or unique combinations of software and hardware such as those needed for voice or Braille output.

[U.S. Assistive Technology Act of 1998]

Alternative Input Devices

 

Alternative Input Devices enable control of the computer through means other than a standard keyboard or pointing device: examples include: smaller or larger keyboards, eye and head operated pointing devices and “sip-and-suck systems” controlled by breathing.

 

 


 

American Sign Language (ASL) -

Langue des signes québécoise (LSQ) -

 

In Canada, there are two main sign languages:  American Sign Language (ASL) and Langue des signes québécoise used by people who are deaf.  These are visual languages with unique vocabulary, grammar, syntax and social rules of use.  Meaning is conveyed through signs that are composed of specific hand shapes, palm orientation, movement and location of the hands, and signals on the face and body. 

Assistive Devices

Assistive Devices is any item, piece of equipment, or product system, including those acquired commercially, modified, or customized, used to increase, maintain, or improve functional capabilities of individuals with disabilities. [U.S. Assistive Technology Act of 1998]

Augmentative and Alternative Communication

Augmentative and Alternative Communication  refers to any device, system, or method (other than natural speech) that improves or enhances an individual's ability to communicate including symbol systems, letter boards, objects of reference systems, speech generating devices and computer software.

 

Barrier

 

 

Barrier is anything that prevents people with disabilities from participating fully in society because of the disability

 

Barriers may be visible or non-visible

·         Physical, architectural, technological barrier

·         Attitudinal barriers

·         Policy or a practice barrier

·         Information or communications barrier 

 

Braille

 

Braille is a series of raised dots that can be read with the fingers by people who are blind or whose eyesight is not sufficient for reading printed material.

Browsealoud

 

Browsealoud - Icon

Browsealoud is a software program available on liscenced websites for downloading by the user. It reads aloud what is on the site as the cursor is moved over the screen. This is used by people with mild vision loss, some forms of learning disabilities or people with low literacy or reading skills.

 

 


 

CART

(Communication Access Real-time Captioning)

 

CART or real time captioning is the instant translation of the spoken word into text using a stenotype machine, notebook computer and real-time software. The text appears on a computer monitor or other display. This technology is primarily used by people who are deafened, oral deaf, hard-of-hearing, or have cochlear implants.

Clear Print

Clear print is a design approach that considers the needs of people with vision loss or people with cognitive disabilities or low literacy by focusing on basic design elements, for example: font style, type size, contrast, and page navigation. The examples below should be considered for all forms of written communication including: flyers, notices, newsletters, pamphlets, application forms and web site pages. Clear Print uses words, graphics, and white space that follow simple structures. Choosing words that are of common usage in language and familiar to the culture of the reader will ensure that everyone is included.


Described Video

Provides audio descriptions of what appears on a screen in video format, described video enables someone to hear what is being portrayed visually.

 

Disability

 

Disability is defined by the Ontario Human Rights Code definition of “disability”:

·         any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device

·         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 disorder, or

·         an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997 (“handicap”).

Discrimination

The denial of equal treatment in employment, the provision of goods, services and facilities to the public, and in the administration of contracts based on prohibited grounds as defined by human rights legislation (City of Ottawa Equity & Diversity Corporate policy.  Disability is one of 16 prohibited grounds of discrimination defined by the Ontario Human Rights Code.

 

Handicap

A handicap refers to the environment and not the person; and includes barriers and situations that place people at a disadvantage in relation to their peers or broader society.

 

Interpreter

 

Sign Language Interpreters

Interpreters facilitate communication between people who use sign language, ASL and LSQ and people who use spoken languages, i.e. English or French.

Oral Interpreters

Oral Interpreters facilitate communication in group situations where Deaf, deafened or hard of hearing individuals rely on speech reading. The oral interpreter mouths the words of the speaker, changing them when necessary to synonyms that are more visible on the lips.

 

Intervener

An intervener provides a professional service, paid or voluntary, to facilitate the interaction of a person who is deaf-blind with other people and the environment.

 


Langue des signes québécoise.  LSQ


 

 

 

American Sign Language (ASL) and Langue des signes québécoise are visual languages where meaning is conveyed through signs composed of specific hand shapes, palm orientation, movement and location of the hands, and signals on the face and body.  ASL and SLQ are distinct languages with unique vocabulary, grammar, syntax and social rules of use. They are the primary languages used by Deaf people in Canada. 

 

On-screen Keyboards

 

On-screen keyboards that are located on the computer screen and activated by touch or a pointing device, switch or mouse code input system

 

Personal Communication Assistant

A person chosen and directed by an individual with a communication disability to assist when communicating with another person, including face-to-face, written or telephone situations.

 

Plain Language

 

A way of writing and presenting information and complex messages so that they are easy to read, understand and use; includes writing to a reading level of grade 4, eliminating jargon and unnecessary words, using familiar words in a conversation style, and using of uncomplicated sentence structure and grammar.

Refreshable Braille Display

 

Refreshable Braille Display is an electronic devices used to read text on a computer screen through a tactile display of Braille characters.  These displays include directional keys that assist in navigation.

 

Screen Enlargers

 

Screen Enlargers are software’s that are used to enable the text or image to on screen to be larger in size.

 

Screen Readers

 

Screen Readers are software programs that read out loud what is on the computer monitor through digitized speech. Screen reader programs do not require the use of a mouse or other devices that require sight.  Jaws is a widely used screen reader program.

 

Storyboard

 

A Storyboard is a tool used to provide information through the use of pictures.

 

Telephone Teletypes (TTY)

 

A TTY is a an electronic device with a keyboard and a small screen that used by people who are Deaf, and some people who are deafened or hard of hearing to communicate via telephone using a text-based system.

Universal Design

(UD)

Universal Design is the design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design.

.

 

 

Voice Recognition Systems

 

Voice Recognition Systems are computer software programs that enable people to control their environment, including computers, by voice instead of a mouse or keyboard.

 

Way-Finding

Way-Finding is the process of using spatial and environmental information to find one’s way in the built environment.

 


 

 

 

 

 

Section 13

Web Resources And Links

 

 


 

WEB RESOURCES AND LINKS

 

AccessON

 

Tools and resources designed to assist organizations comply with AODA accessibility standards.

 

http://www.accesson.ca

 

 

MCSS (AODA)

 

AODA legislation, accessibility standards, compliance tools and resources, useful tips, including communication, setting up accessible meetings

 

http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario

 

 

HRSDC, Government of Canada:  Way with Words

Guidelines for appropriate words to use when referring to a person with a disability

http://www.hrsdc.gc.ca/eng/disability_issues/reports/way_with_words/page06.shtml


 

 

ADDITIONAL SITES LISTED ON OZONE

 

We encourage you to visit the Accessibility Resource Page on Ozone, where you will find links to internal and external resources relevant to understanding, disability-related accommodations, legal requirements, community and government resources, City of Ottawa by-laws and policies, and significant reports.

 

These links include:

 

For Appropriate Words and Terminology

A Way with Words suggests appropriate terminology to use when referring to people with disabilities

 

A Way with Words and Images

Introduction and Table Microsoft Word Format

 

 

 

Accessibility Definitions

Provides definitions of specific disabilities, as well as medical diagnosis that result in disability, as compiled from disability organizations

 

Definitions 

 

Provides definitions and information on alternate formats

 

Alternate Formats Link

 

Provides definitions and information on assistive technologies (computer access).

 

 

Legislations    

 

Ontario Human Rights Code 

 

Employment Standards Act

 

Ontarians with Disabilities Act

 

Accessibility for Ontarians with Disabilities Act

 

 


Tips: How To

 

Planning Inclusive Meetings

 

Inclusive Meetings for the Deaf

 

Dawn (full version)


Dawn
(abridged version)

To set up an accessible meeting or event. It provides meeting and conference organizers with practical tips and advice to ensure participation of people with disabilities.

 

Checklist

To prepare an Accessible Presentation. It provides tips on equal access to presentations for people with disabilities.

 

 

Disability Access Symbols

Appropriate Icons (Internet source)

Appropriate Icons (file)

 

Symbols to help advertise accessible services

 

 

Training Tools

 

Summary of the AODA

Understanding the AODA. An Introduction to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

 

http://www.accesson.ca/

Support to AODA compliance (MCSS resources)

 

http://www.accessibilitytoolbox.com/

Accessibility for Municipalities (AMTCO resources)

 

 

 


 

 

 

 

 

Section 14

ONTARIO REGULATION 429/07

 

 

 

 

 

 


 

Ontario Regulation 429/07

 

Made under the

accessibility for ontarians with disabilities act, 2005

Made: July 25, 2007
Filed: July 27, 2007
Published on e-Laws: July 31, 2007
Printed in the Ontario Gazette: August 11, 2007

accessibility standards for customer service

CONTENTS

 

1.

Purpose and application

2.

Effective dates

3.

Establishment of policies, practices and procedures

4.

Use of service animals and support persons

5.

Notice of temporary disruptions

 

6.

Training for staff, etc.

7.

Feedback process for providers of goods or services

8.

Notice of availability of documents

9.

Format of documents

10.

Commencement

Schedule 1

Boards, Commissions, Authorities and Agencies

Schedule 2

Broader Public Sector

 

Purpose and application

   1.  (1)  This Regulation establishes accessibility standards for customer service and it applies to every designated public sector organization and to every other person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario.

   (2)  In this Regulation,

“designated public sector organization” means the Legislative Assembly and the offices of persons appointed on the address of the Assembly, every ministry of the Government of Ontario, every municipality and every person or organization listed in Schedule 1 or described in Schedule 2 to this Regulation;

“Provider of goods or services” means a person or organization to whom this

Regulation applies.

Effective dates

   2.  The accessibility standards for customer service apply to the designated public sector organizations on and after January 1, 2010 and to other providers of goods or services on and after January 1, 2012.

Establishment of policies, practices and procedures

   3.  (1) Every provider of goods or services shall establish policies, practices and procedures governing the provision of its goods or services to persons with disabilities.

   (2)  The provider shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

    1.  The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.

    2.  The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.

    3.  Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

   (3)  Without limiting subsections (1) and (2), the policies must deal with the use of assistive devices by persons with disabilities to obtain, use or benefit from the provider’s goods or services or the availability, if any, of other measures which enable them to do so.

   (4)  When communicating with a person with a disability, a provider shall do so in a manner that takes into account the person’s disability.

   (5)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare one or more documents describing its policies, practices and procedures and, upon request, shall give a copy of a document to any person.

Use of service animals and support persons

   4.  (1)  This section applies if goods or services are provided to members of the public or other third parties at premises owned or operated by the provider of the goods or services and if the public or third parties have access to the premises.

   (2)  If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.

   (3)  If a service animal is excluded by law from the premises, the provider of goods or services shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the provider’s goods or services.

   (4)  If a person with a disability is accompanied by a support person, the provider of goods or services shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.

   (5)  The provider of goods or services may require a person with a disability to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

   (6)  If an amount is payable by a person for admission to the premises or in connection with a person’s presence at the premises, the provider of goods or services shall ensure that notice is given in advance about the amount, if any, payable in respect of the support person.

   (7)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare one or more documents describing its policies, practices and procedures with respect to the matters governed by this section and, upon request, shall give a copy of a document to any person.

   (8)  In this section,

“guide dog” means a guide dog as defined in section 1 of the Blind Persons Rights’ Act;

“service animal” means an animal described in subsection (9);

“support person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

   (9)  For the purposes of this section, an animal is a service animal for a person with a disability,

  (a)  if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

  (b)  if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Notice of temporary disruptions

   5.  (1)  If, in order to obtain, use or benefit from a provider’s goods or services, persons with disabilities usually use particular facilities or services of the provider and if there is a temporary disruption in those facilities or services in whole or in part, the provider shall give notice of the disruption to the public.

   (2)  Notice of the disruption must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.

   (3)  Notice may be given by posting the information at a conspicuous place on premises owned or operated by the provider of goods or services, by posting it on the provider’s website, if any, or by such other method as is reasonable in the circumstances.

   (4)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document that sets out the steps to be taken in connection with a temporary disruption and, upon request, shall give a copy of the document to any person.

Training for staff, etc.

   6.  (1) Every provider of goods or services shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:

    1.  Every person who deals with members of the public or other third parties on behalf of the provider, whether the person does so as an employee, agent, volunteer or otherwise.

    2.  Every person who participates in developing the provider’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

   (2)  The training must include a review of the purposes of the Act and the requirements of this Regulation and instruction about the following matters:

    1.  How to interact and communicate with persons with various types of disability.

    2.  How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.

    3.  How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability.

    4.  What to do if a person with a particular type of disability is having difficulty accessing the provider’s goods or services.

   (3)  The training must be provided to each person as soon as practicable after he or she is assigned the applicable duties.

   (4)  Training must also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.

   (5)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document describing its training policy, and the document must include a summary of the contents of the training and details of when the training is to be provided.

   (6)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall keep records of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.

Feedback process for providers of goods or services

   7.  (1)  Every provider of goods or services shall establish a process for receiving and responding to feedback about the manner in which it provides goods or services to persons with disabilities and shall make information about the process readily available to the public.

   (2)  The feedback process must permit persons to provide their feedback in person, by telephone, in writing, or by delivering an electronic text by email or on diskette or otherwise.

   (3)  The feedback process must specify the actions that the provider of goods or services is required to take if a complaint is received.

   (4)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document describing its feedback process and, upon request, shall give a copy of the document to any person.

Notice of availability of documents

   8.  (1) Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall notify persons to whom it provides goods or services that the documents required by this Regulation are available upon request.

   (2)  The notice may be given by posting the information at a conspicuous place on premises owned or operated by the provider, by posting it on the provider’s website, if any, or by such other method as is reasonable in the circumstances.

Format of documents

   9.  (1)  If a provider of goods or services is required by this Regulation to give a copy of a document to a person with a disability, the provider shall give the person the document, or the information contained in the document, in a format that takes into account the person’s disability.

   (2)  The provider of goods or services and the person with a disability may agree upon the format to be used for the document or information.

Commencement

   10.  This Regulation comes into force on January 1, 2008.

 

Schedule 1
Boards, Commissions, Authorities and Agencies

    1.  Agriculture, Food and Rural Affairs Appeal Tribunal.

    2.  Agricorp.

    3.  Alcohol and Gaming Commission of Ontario.

    4.  Algonquin Forestry Authority.

    5.  Assessment Review Board.

    6.  Board of negotiation continued under subsection 27 (1) of the Expropriations Act.

    7.  Cancer Care Ontario.

    8.  The Centennial Centre of Science and Technology.

    9.  Child and Family Services Review Board.

  10.  College Compensation and Appointments Council.

  11.  Each community care access corporation as defined in section 1 of the Community Care Access Corporations Act, 2001.

  12.  Consent and Capacity Board.

  13.  Conservation Review Board.

  14.  Criminal Injuries Compensation Board.

  15.  Crown Employees Grievance Settlement Board.

  16.  Custody Review Board.

  17.  Deposit Insurance Corporation of Ontario.

  18.  Echo: Improving Women’s Health in Ontario.

  19.  Education Quality and Accountability Office.

  20.  Environmental Review Tribunal.

  21.  Financial Services Commission of Ontario.

  22.  Financial Services Tribunal.

  23.  Fire Marshal's Public Fire Safety Council.

  24.  Fire Safety Commission.

  25.  Greater Toronto Transit Authority.

  26.  Greater Toronto Transportation Authority.

  27.  Health Professions Appeal and Review Board.

  28.  Health Professions Regulatory Advisory Council.

  29.  Health Services Appeal and Review Board.

  30.  Human Rights Tribunal of Ontario.

  31.  Landlord and Tenant Board.

  32.  Legal Aid Ontario.

  33.  Licence Appeal Tribunal.

  34.  Liquor Control Board of Ontario.

  35.  Each local health integration network as defined under section 2 of the Local Health System Integration Act, 2006.

  36.  McMichael Canadian Art Collection.

  37.  Metropolitan Toronto Convention Centre Corporation.

  38.  Niagara Escarpment Commission.

  39.  Niagara Parks Commission.

  40.  Normal Farm Practices Protection Board.

  41.  Office of the Employer Adviser.

  42.  Office of the Worker Adviser.

  43.  Ontario Civilian Commission on Police Services.

  44.  Ontario Clean Water Agency.

  45.  Ontario Educational Communications Authority.

  46.  Ontario Electricity Financial Corporation.

  47.  Ontario Energy Board.

  48.  Ontario Farm Products Marketing Commission.

  49.  Ontario Film Review Board.

  50.  Ontario Financing Authority.

  51.  Ontario Food Terminal Board.

  52.  Ontario French-language Educational Communications Authority.

  53.  Ontario Health Quality Council.

  54.  Ontario Heritage Trust.

  55.  Ontario Highway Transportation Board.

  56.  Ontario Human Rights Commission.

  57.  Ontario Infrastructure Project Corporation.

  58.  Ontario Labour Relations Board.

  59.  Ontario Lottery and Gaming Corporation.

  60.  Ontario Media Development Corporation.

  61.  Ontario Mental Health Foundation.

  62.  Ontario Municipal Board.

  63.  Ontario Northland Transportation Commission.

  64.  Ontario Parole and Earned Release Board.

  65.  Ontario Pension Board.

  66.  Ontario Place Corporation.

  67.  Ontario Police Arbitration Commission.

  68.  Ontario Racing Commission.

  69.  Ontario Realty Corporation.

  70.  Ontario Review Board.

  71.  Ontario Securities Commission.

  72.  Ontario Special Education Tribunal (English).

  73.  Ontario Special Education Tribunal (French).

  74.  Ontario Tourism Marketing Partnership Corporation.

  75.  Ontario Trillium Foundation.

  76.  Ottawa Congress Centre.

  77.  Owen Sound Transportation Company.

  78.  Pay Equity Hearings Tribunal.

  79.  Pay Equity Office.

  80.  Province of Ontario Council for the Arts.

  81.  Public Service Grievance Board.

  82.  Royal Ontario Museum.

  83.  St. Lawrence Parks Commission.

  84.  Science North.

  85.  Smart Systems for Health Agency.

  86.  Social Assistance Review Board.

  87.  Social Benefits Tribunal.

  88.  Soldiers’ Aid Commission.

  89.  Trillium Gift of Life Network.

  90.  Walkerton Clean Water Centre.

  91.  Workplace Safety and Insurance Appeals Tribunal.

  92.  Workplace Safety and Insurance Board.

 


Schedule 2


broader public sector

 

    1.  Every district school board as defined in section 1 of the Education Act.

    2.  Every hospital as defined in section 1 of the Public Hospitals Act.

    3.  Every college of applied arts and technology established under the Ontario Colleges of Applied Arts and Technology Act, 2002.

    4.  Every university in Ontario, including its affiliated and federated colleges, that receives operating grants from the Government of Ontario.

    5.  Every public transportation organization in Ontario, including any municipally operated transportation services for persons with disabilities, that provides services for which a fare is charged for transporting the public by vehicles that are operated,

            i.  by, for or on behalf of the Government of Ontario, a municipality, a local board of a municipality or a transit or transportation commission or authority,

           ii.  under an agreement between the Government of Ontario and a person, firm, corporation, or transit or transportation commission or authority, or

          iii.  under an agreement between a municipality and a person, firm, corporation or transit or transportation commission or authority.