2.       2012 CITY OF OTTAWA MUNICIPAL ACCESSIBILITY PLAN (COMAP) UPDATE REPORT

 

MISE À JOUR DU RAPPORT SUR LE PLAN D’ACCESSIBILITÉ MUNICIPAL DE LA VILLE D’OTTAWA (PAMVO) 2012

 

 

COMMITTEE RECOMMENDATIONS

 

That Council:

 

1.      Receive for information the 2011-2012 City of Ottawa Municipal Accessibility Plan (COMAP) report;

 

2.      Approve the 2012-2016 City of Ottawa Municipal Accessibility Plan as outlined in this report;  

 

3.      Approve the City of Ottawa Accessibility Policy to replace the Standards for Accessible Customer Service policy;

 

4.      Approve the Accessible Formats and Communication Supports Procedures in lieu of the Multiple Formats Policy; and,

 

5.      Approve the Accessibility Impacts Checklist as outlined in this report.

 

 

RECOMMANDATIONS DU COMITÉ

 

Que le Conseil :

 

1.      prenne connaissance du rapport sur le Plan d’accessibilité municipal de la Ville d’Ottawa (PAMVO) 2011-2012;

 

2.      approuve le Plan d’accessibilité municipal de la Ville d’Ottawa 2012-2016 tel qu’il est exposé dans le présent rapport;

 

3.      approuve le remplacement de la Politique sur les normes d’accessibilité pour les services à la clientèle par la Politique sur l’accessibilité de la Ville d’Ottawa;

 

4.      approuve les Procédures concernant les formats accessibles et les aides à la communication en remplacement de la Politique relative aux supports multiples;

 

5.      approuve la liste de vérification des incidences sur l’accessibilité telle qu’elle est exposée dans le présent rapport.

 

 

 

 

 

 

DOCUMENTATION

 

1.      Director, Corporate Programs, Outreach and Business Services report dated 27 March 2012 (ACS2012-CMR-OCM-0006).

 

2.      Extract of Finance and Economic Development Committee Minutes dated 3 April 2012.

 

 

 

Report to / Rapport au :

 

Finance and Economic Development Committee

Comité des finances et du développement économique

 

and Council / et au Conseil

 

27 March 2012 / le 27 mars 2012

 

Submitted by / Soumis par :

Steve Box, Director, Corporate Programs, Outreach and Business Services /

Directeur, Programmes municipaux, Rayonnement et Services opérationnels,

City Manager’s Office / Bureau du directeur municipal

 

Contact Person / Personne-ressource : Robyn Guest, Program Manager, Policy Coordination, Outreach and Access / gestionnaire de programme, Coordination des politiques, rayonnement et accès

 

City Wide/À l’échelle de la Ville

Ref N°: ACS2012-CMR-OCM-0006

 

 SUBJECT:

 

2012 CITY OF OTTAWA MUNICIPAL ACCESSIBILITY PLAN (COMAP) UPDATE REPORT

 

OBJET :

 

MISE À JOUR DU RAPPORT SUR LE PLAN D’ACCESSIBILITÉ MUNICIPAL DE LA VILLE D’OTTAWA (PAMVO) 2012

 

 

REPORT RECOMMENDATIONS

 

That the Finance and Economic Development Committee recommend that Council:

 

1.                  Receive for information the 2011-2012 City of Ottawa Municipal Accessibility Plan (COMAP) report;

 

2.                  Approve the 2012-2016 City of Ottawa Municipal Accessibility Plan as outlined in this report;  

 

3.                  Approve the City of Ottawa Accessibility Policy to replace the Standards for Accessible Customer Service policy;

 

4.                  Approve the Accessible Formats and Communication Supports Procedures in lieu of the Multiple Formats Policy; and,

 

5.                  Approve the Accessibility Impacts Checklist as outlined in this report.

RecommandationS du rapport

 

Que le Comité des finances et du développement économique recommande au Conseil :

 

1.                  de prendre connaissance du rapport sur le Plan d’accessibilité municipal de la Ville d’Ottawa (PAMVO) 2011-2012;

 

2.                  d’approuver le Plan d’accessibilité municipal de la Ville d’Ottawa 2012-2016 tel qu’il est exposé dans le présent rapport;

 

3.                  d’approuver le remplacement de la Politique sur les normes d’accessibilité pour les services à la clientèle par la Politique sur l’accessibilité de la Ville d’Ottawa;

 

4.                  d’approuver les Procédures concernant les formats accessibles et les aides à la communication en remplacement de la Politique relative aux supports multiples;

 

5.                  d’approuver la liste de vérification des incidences sur l’accessibilité telle qu’elle est exposée dans le présent rapport.

 

 

Executive Summary

 

The annual COMAP Report is provided to Committee and Council in accordance with the Ontarians with Disabilities Act (ODA) 2001 and describes the work completed by the City of Ottawa to make services more accessible.

 

For 2011, this includes maintaining compliance with the following:

 

-       Accessibility Standards for Customer Service Regulation 429/07;

-       Implementing specific 2011 requirements from the AODA Integrated Accessibility Regulation (IAR) 191/11; and,

-       Reporting on additional non-legislated initiatives that remove and prevent barriers for residents and visitors.

 

In addition, the COMAP report provides highlights of the upcoming initiatives which demonstrate how the City will continue addressing the identification, removal and prevention of barriers to persons with disabilities through our by-laws, policies, programs, practices and services. Details about the initiatives undertaken in 2011 are provided in Document 1 to this report.

 

Beginning in 2012, the COMAP plan will be presented in a multi-year format covering the years 2012 to 2016 (Document 2). The newly legislated multi-year plan provides a full view of how the City will meet the remaining requirements contained in the AODA Integrated Accessibility Regulation enacted on July, 1 2011. The COMAP report also contains information on both legislated and non-legislated COMAP initiatives.

The new 2011 regulation required a review of all City policies to ensure alignment with the legislation. In 2011, an internal Accessibility Policy Committee was struck to assess which by-laws, policies and procedures would require modification to be compliant. In consulting with Legal Services and the Corporate Business Services branch, it was determined that over 50 corporate and departmental policies required modification to meet the new requirement. Amongst those requiring significant modifications were two corporate accessibility policies; the Accessibility Standards for Customer Service Policy and the Multiple Formats Policy. 

 

To address the Accessibility Standards for Customer Service Policy, the Accessibility Office, in consultation with the Accessibility Working Group (AWG), combined all of the requirements of the AODA Accessible Standards for Customer Service Regulation with the requirements in the AODA IAR Regulation to create a new corporate Accessibility Policy (Document 3).  This newly formed Policy will replace the existing Accessibility Standards for Customer Service Policy.

 

Additionally, the Multiple Formats Policy, approved by Council in 2002, was enhanced to include both accessible formats and communication supports in keeping with the new legislation. The Multiple Formats Policy, under advisement of the Corporate Business Services branch, is being changed from a policy to a corporate procedure and will be called the Accessible Formats and Communications Supports Procedure.  As a procedure, it will better assist staff in determining how to best meet the information and communication requests of the community. The new Accessible Formats and Communications Supports Procedure is attached as Document 4 to this report.

 

The compliance date for the multi-year plan and the requirement to develop, implement and maintain policies in line with the new IAR Regulation is January 1, 2013. 

 

In addition to the provincially legislated requirements identified above, on October 13, 2011, Council approved motion FEDCO 10/1 which directed staff to immediately include a section called “Accessibility Impacts” in all reports to Committee and Council and to develop an “Accessibility Impacts Checklist” to assist staff planning projects and writing committee reports. The Accessibility Impacts Checklist (Document 5) was created in consultation with the Accessibility Advisory Committee (AAC), the AWG and the Senior Management Committee.

 

 

Background

 

This report is the City of Ottawa’s 10th COMAP in keeping with the introduction of the Ontarians with Disabilities Act (ODA) in 2001. Under the ODA the City must:

·         prepare annual accessibility plans in consultation with the public;

·         make them available to the public;

·         create and maintain an Accessibility Advisory Committee; and,

·         seek advice from the committee on the accessibility for persons with disabilities to a building, structure or premises, or part of a building, structure or premises:

(a) that the Council purchases, constructs or significantly renovates;

(b) for which the Council enters into a new lease; or,

(c) that a person provides as municipal capital facilities under an agreement.

 

COMAP serves to showcase the achievements and initiatives the City has undertaken to improve accessibility to City programs and services for all Ottawa residents. 

 

COMAP demonstrates the City’s commitment to making accessibility a part of everyday business. The annual COMAP plans have advanced and strengthened the City’s commitment towards the full inclusion of citizens with disabilities in the City of Ottawa. Barriers have been removed in many areas including: City owned buildings and play structures; transportation services; and the evaluation and development of City policies and procedures to promote inclusion.

 

In addition to the Ontarians with Disabilities Act, 2001, which remains in force until it is repealed, the province enacted the Accessibility for Ontarians with Disabilities Act (AODA) in 2005. 

 

Under the AODA, private, public and non-profit organizations are required to identify, remove and prevent barriers in order to make the province accessible for all people with disabilities by the year 2025. Through the AODA, the Provincial Government has identified the following five key areas for the development of accessibility standards across all organizations, municipalities and sectors:

1.    Customer service (direct services and policies);

2.    Information and communications (public-facing, written and electronic);

3.    Employment (recruitment, retention and succession planning);

4.    Transportation (provincially mandated and taxis); and,

5.    Built environment (new construction and major renovations).

 

The first Standard enacted in 2008 was the Accessibility Standards for Customer Services Regulation. In March 2010, the City of Ottawa filed its first successful compliance report with the Province of Ontario.  

 

In 2010, following the receipt of feedback from municipalities across Ontario concerning the difficulties of implementing several standards with overlapping compliance requirements and deadlines, the Ministry of Community and Social Services revised three of the four remaining AODA standards into one integrated regulation. The Integrated Accessibility Regulation, enacted in 2011, streamlined general accessibility requirements. These include information and communication, employment and transportation standards.

 

The last anticipated AODA standard is the Built Environment Regulation. The anticipated provincial release date for the Built Environment Regulation is not known at this time. However, staff continues to liaise with the province to ensure the City is properly prepared to respond to the regulation when enacted.

 

 

DISCUSSION

 

The City of Ottawa Accessibility Working Group (AWG) is composed of staff from the Corporate Accessibility Office, representatives from all City departments, and the membership of the Accessibility Advisory Committee. In 2011, this group focused on maintaining compliance with the AODA Accessible Customer Service Regulation and ensuring that the 2011 Integrated Accessibility Regulation requirements are completed within the required compliance timelines.

 

In relation to the AODA Customer Service Regulation, the City achieved the following in 2011:

 

·         Trained more than 25,000 staff, summer hires, volunteers and third party contractors;

·         Ensured Accessible Customer Service Training is maintained for new employees;

·         Senior Management Committee committed to exceed the legislative requirements and train all staff in Accessible Customer Service regardless of job or function;

·         Initiated a feedback process to receive and respond to feedback on how the City provides goods or services to persons with disabilities;

·         Advertised and implemented an outreach campaign to inform residents about the new feedback process and accessible request form on our website;

·         Responded to more than 150 service requests through the Accessibility Office;

·         Responded to 172 other service requests regarding accessibility from operational departments (excluding Transit Services); and,

·          Ensured signage is strategically placed at City customer service counters and displayed on ottawa.ca to notify residents of the availability of accessible services.

 

In relation to the AODA Integrated Accessibility Regulation (AODA IAR), the City undertook the following initiatives in 2011:

 

·         Developed a multi-year accessibility plan entitled 2012-2016 COMAP, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this regulation.

·         Established an internal working group to interpret the legislation, conduct a gap analysis and determine what actions are required to meet the legislation;

·         Connected with the Accessibility Advisory Committee (AAC) for ongoing feedback on the multi-year plan;

·         Consulted with stakeholders on the issues of information and communication, employment and transportation;

·         Hosted the eighth annual AccessAbility Day to obtain feedback on the 2012-2016 COMAP (Document 2).

 

In 2011, staff worked to meet the requirements of the AODA IAR to develop, implement and maintain policies that:

·         Demonstrate the City’s commitment to meeting the accessibility needs of persons with disabilities in a timely manner; and,

·         Govern how the City will achieve accessibility through meeting the regulatory requirements.

 

To meet these requirements, the Accessibility Office, in consultation with the AWG, Legal Services and the Corporate Business Services branch, undertook an extensive policy review in 2011. More than 50 corporate and departmental City by-laws, policies, procedures and standard operating procedures have been modified to reflect the AODA IAR. This report recommends a new overarching Accessibility Policy (Document 3) which includes all of the AODA requirements from both regulations and will replace the Accessibility Standards for Customer Service Policy originally approved in 2009. This change ensures a streamlined approach to accessibility throughout the corporation.

 

During the policy review, it was determined that the Multiple Formats Policy (2002) required significant revisions in order to become compliant with the legislation. The new provincial clause proved to be much more prescriptive about steps that need to be followed to provide accessible formats and communication supports. As a result, staff is recommending the approval of the Accessible Formats and Communication Supports Procedure to replace the existing Multiple Formats Policy. The new procedure will help staff streamline their operations to best serve the community in accordance with the new regulations. The Accessible Formats and Communication Supports Procedures retain the original intent of the Multiple Formats policy and provide clear steps for staff as directed by the legislation.

 

Other IAR compliance requirements that were met in 2011 included:

·         Implementing a process to provide Individual Workplace Emergency Response Information Plans (IWERIP) to all employees with disabilities who request one. The IWERIP is the individualized emergency response information plan designed with the employee to meet their needs in an emergency evacuation situation;

·         Advertising the availability of the City’s Emergency Plan and the City’s Emergency Public Safety information in accessible formats or with communication supports, upon request through 311, in person or through the accessible online form;

·         Ensuring Ottawa Public Library notifications were provided to residents regarding the availability of accessible materials in the locations where they exist; and,

·         Conducting a review of our Accessible Taxi service in relation to the Integrated Accessibility Regulation to help ensure compliance (to make certain there is no charge for the transportation of mobility aids and assistive devices and introducing a process and timeline for taxis to have their registration and identification numbers available in large print on the back of the passenger side seating).

 

In 2011, additional non-legislative initiatives have been undertaken across the corporation to remove and prevent barriers for our employees, residents and visitors. For more information on 2011 non-legislative initiatives please refer to Document 1 of this report.

 

 

Highlights of the 2011 non-legislative initiatives include:

 

Accessibility Impacts Checklist

 

On October 13, 2011, Council approved motion FEDCO 10/1 which directed staff to immediately include an “Accessibility Impacts” section in all reports to Committee and Council. This section should include a description of the actions taken to ensure that staff review proposed projects, prior to Council approval, for any potential positive or negative impact on people with disabilities and seniors. This motion also directed staff to work with the AAC to develop an “Accessibility Impacts Checklist” to assist staff in determining the impact of their work on people with disabilities and seniors.

 

The Accessibility Office worked with the AAC to determine the best approach to developing a checklist and, once developed, to review the content of the checklist.  In addition, the checklist was reviewed from an operational perspective by each departmental AWG representative as well as by the Senior Management Committee. 

 

The intent of the Accessibility Impacts Checklist is to help staff establish accessibility requirements and impacts for their respective projects, policies and programs. The checklist also helps report authors in the:

  1. identification of barriers which need to be removed or prevented;
  2. provision of a record of accessibility improvements undertaken related to the project; and,
  3. development of procedures and work planning based on the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), and regulations there under, as well as the City of Ottawa Accessibility Policy.

The checklist will also be used by managers and report authors for periodic assessment of their department’s position on accessibility and the integration of persons with disabilities and seniors into their business lines.

Together, the AODA, the Accessibility Standards for Customer Service and the Integrated Accessibility Standard inform the accessibility requirements of the City and will form an integral component of each legislative decision moving forward.

 

Consistently and comprehensively considering accessibility questions in all report writing at the City, and applying accessibility principles to all aspects and elements of Council’s decision-making process will help ensure that decisions at the City incorporate accessibility for all. All City reports will be evaluated to ensure that new programs, policies and procedures are accessible to all possible users. Following approval by Council, the checklist will be reviewed annually to reflect changes in municipal, provincial and federal law.

 

 

Customer Service

 

The Office of Protocol has implemented new initiatives to improve accessibility at its special events. Residents with disabilities are invited to contact the Office of Protocol in advance of a special event so that staff can work with residents to explore needs related to accessibility to ensure suitable and practicable accommodations. In 2011, the Office of Protocol was able to accommodate all requests received including Communication Access Real Time Translation (CART) services for residents with hearing impairments, food menu options for residents with specific disability related dietary needs and the provision of American Sign Language (ASL) interpretation at events to promote inclusion.

 

Customer service improvements were also made to recreation program information communications and to the application process for child care and social assistance. As well a process was developed for residents to provide feedback on the accessibility of City services, communications and programs. Furthermore, text to speech software for interactive voice response messaging was introduced this year leading to increased accessibility and enabling residents to follow up on the progress of their requests without having to travel to a City Service Centre.

 

The City of Ottawa held its 8th annual AccessAbility Day on December 9, 2011 at City Hall. In addition to entertainment and a keynote address by Paralympics’ medalist Chelsea Larivière, this year’s event featured a consultation session for persons living with disabilities, service providers and members of the general public. This year’s consultation allowed residents to share their experiences and offer feedback on the accessibility of City services in three areas: Information and Communication Supports, Employment, and Transportation.

 

Employment

 

The Community and Social Services Department initiated a new project led by Community Liaison Officers (CLO’s) to link Ontario Works clients and Ontario Disability Support Program recipients to City programs and community services. Innovative training and employment opportunities, such as the entry level City of Ottawa employment opportunities, have been introduced this year. These projects have helped social service recipients access intensive workplace job training and potential employment opportunities.

 

Human Resources  continues to review its policies, procedures and programs to ensure that internal staffing and external hiring practices, including training development and retention opportunities, are inclusive in both their design and their implementation.

 

In partnership with United Way, the City is participating in the Employment Accessibility Resource Network (EARN) initiative that brings together employers and service providers with a goal of increasing employment opportunities for people with disabilities in Ottawa.

 

 

Information and Communication

 

In October 2011, the Service Ottawa department was created.  This department is responsible and accountable for managing the customer experience whenever residents initiate an information request, service request or transaction at the City. The ottawa.ca website has been changed to make it easier for residents to find information and now provides over 145 on-line service requests, options for payments, registrations and permits.  It also provides a web-based option whereby residents can view the status of their service request on-line. This allows residents with disabilities the capacity to self-serve at any time of day and from any location of their convenience.

 

Tactile signage has been installed in 25 branches of the Ottawa Public Library to assist in providing information to those with visual impairments. Assistive workstations were installed to improve access for persons with disabilities at 24 Library branches. In addition, a new dedicated e-mail address was created for library users to inquire about accessibility issues and concerns.

 

The Community and Social Services department received additional funding from the province to install accessible equipment and infrastructure at their Employment Ontario Centre at 370 Catherine Street. The equipment includes: Braille keyboards, monitors, headsets, document holders, and the addition of a touch screen personal computer.

 

Built Environment

 

In 2011, an accessibility study was completed by the Asset Management branch to develop a methodology to prioritize the order in which City buildings will be selected for retrofits to meet the Accessibility for Ontarians with Disabilities Act, 2005 – Accessible Built Environment (AODA-ABE). This study also analyzed the level of magnitude of repairs required to reach accessibility standards within current budget allocations. A multi-level strategy was developed to achieve the greatest number of retrofitted buildings within the existing budget.

 

The City of Ottawa’s Infrastructure Services continued its sucessful development of  accessible buildings and parks through its Acessibility Program. This program encourages construction that exceeds the Ontario Building Code through the use of the City of Ottawa Draft Accessibility Design Guidelines that are based on the Canadian Standards Association (CAN/CSA B651-04) Accessible Design for the Built Environment.

 

Projects completed in 2011 using the City of Ottawa Draft Accessibility Design Guidelines included:

 

·         Centrepointre Theatre Expansion

·         City of Ottawa Archives and Library Material Handling Centre

·         Huron Early Learning Centre

·         Carslbad Springs Community Centre

·         Fire Station No. 46

·         Goulbourn Arena Expansion

·         Greenboro Community Centre Expansion

·         McKellar  Fieldhouse

·         Fire Station No. 47

·         Qualicum Fieldhouse

·         Greely Library

 

Additionally, tactile and way finding signage was added at 11 City facilities in 2011.

 

The Walter Baker Sports Centre completed renovations to remove barriers and increase accessibility for all patrons. This included the creation of a barrier free route providing access for persons with mobility devices, mothers with strollers, and emergency first-responders as well as a way finding pathway and tactile map.

 

Retrofit work such as accessible exterior ramps, accessible sidewalk and walkways, entrance modifications, parking, curb cuts, passenger loading areas and universal accessible washrooms has continued throughout 2011 making improvements to 26 City facilities.

 

Audible Pedestrian Signals (APS) were installed at all new and reconstructed signals across city intersections. Currently, 570 APS intersections, representing 51% of our signalized network are completed. This represents an increase of five per cent over the previous year.

 

Transportation

 

Although federally regulated, Transit Services continues to strive to meet the spirit and intent of the provincial AODA. In July 2011, the Next Stop Announcement System was fully installed on all OC Transpo buses. The announcements provide customers with auditory and visual information in fully bilingual format on next stops and route destinations as well as interior electronic signage which provides the route number, destination and current time. In addition, Transit Services fleet achieved 100% low floor accessible buses which provide an accessible lowered entry on buses across the entire bus fleet. New vehicle acquisitions will continue to meet the technical vehicle requirements of the Highway Traffic Act which are consistent with AODA and established specifications for accessibility features such as allocated mobility spaces, grab bars, floor surfaces and lighting.

 

Accessible customer service training was provided to more than 1,300 Transit Services staff in 2011. Learning disabilities awareness training was also completed by more than 20 managers and supervisors. In addition, training on the Web Content Accessibility Guidelines (WCAG 2.0) web accessibility guidelines was also provided to members of Transit’s web services team.

 

The City continues to exceed the provincial average for the provision of accessible taxi plates in Ontario. Ottawa has issued 16.5 accessible taxi plates/100,000 population; the Ontario mean based on the Ontario Municipal Benchmarking Initiative (OMBI), is 3.2 plates/100,000 population. The By-law and Regulatory Services Branch continue to monitor the use of accessible taxi plates.

 

CONCLUSION

 

Staff from all departments continues to work to ensure compliance with the AODA Customer Service Regulation and that the AODA Integrated Accessibility Regulation requirements for 2011 are completed.

 

With the approval of the attached documents (including the 2012-2016 COMAP, the Accessibility Policy, the Accessible Formats and Communication Supports Procedure and the Accessibility Impacts Checklist) the City of Ottawa is demonstrating full compliance with the 2011 AODA IAR requirements and an ongoing commitment to making Ontario accessible by 2025.

 

 

RURAL IMPLICATIONS

 

COMAP initiatives are designed to improve services, programs and facilities city-wide.

 

 

CONSULTATION

 

Since 2001, the City of Ottawa has maintained both an Accessibility Advisory Committee and an internal Accessibility Working Group. These committees play a vital role in the development of the annual COMAP report for the City of Ottawa. Several internal sub-committees in the areas of policy, emergency management, training, information and communication and employment were initiated in 2011 to develop the IAR Implementation Plan. These sub-committees were struck to:

 

·         Assist in the interpretation of each clause;

·         Determine City’s readiness to meet the legislative requirements;

·         Identify gaps;

·         Create work plans to meet corporate and legislative timelines; and,

·         Determine areas of responsibility for implementation within the City of Ottawa.

 

Additional external consultation on the plan was conducted during the 2011 AccessAbility Day Celebration on December 9th 2011. Following a presentation on the AODA requirements and current City practices, members of the public were invited to provide their feedback on the accessibility of the City’s information and communications services, employment services and transportation services.  Additional feedback was gathered for a two week period following the AccessAbility event both by email and by telephone. The information and ideas were collated and integrated into actions in the AODA IAR Implementation Plan or included in COMAP as non-legislated actions or initiatives. 

 

 

LEGAL IMPLICATIONS

 

The AODA requires ongoing compliance, which is monitored through the Accessibility Office and certified to the Province by the City Clerk and Solicitor, when required. As long as the City remains in compliance with the AODA, there are no legal impediments associated with this report. 

 

 

RISK MANAGEMENT IMPLICATIONS

 

There is no risk implications associated with this report

 

 

FINANCIAL IMPLICATIONS

 

As the City’s new Accessibility Policy and Information and Communication Supports Procedure are implemented, there may be an increase in the cost associated with the conversion of documents into accessible formats or for the provision of Communication Supports such as sign language interpretation or CART (Communication Access Realtime Translation).  It is not possible for the Accessibility Office to forecast the potential increase in cost therefore departments have been asked to closely monitor requests to ensure budget pressures are added annually by individual departments as required. There are no other financial implications associated with the approval of the recommendations in this report.

 

The Approved 2012 Operating & Capital Budget does include increased costs for specific departmental accessibility initiatives and the $2.0 million for accessibility retrofit work to existing building and park assets approved by Council through the Term of Council Priorities Report

 

 

ACCESSIBILITY IMPACTS

 

All initiatives described in this report and in the 5 year COMAP plan are designed and developed to decrease or eliminate barriers for people with disabilities and seniors.

 

 

Technology Implications

 

Most technology implications associated with meeting the AODA IAR Regulation derives from the compiance with WCAG 2.0 level A and Level AA for City of Ottawa websites.

 

 

City Strategic Plan

 

The work completed within COMAP is directly linked and is in support of Council’s strategic objective of achieving equity and inclusion for an aging and diverse population. The 5 year plan specifically identifies how the City will accommodate the needs of a diverse and aging population by:

·         effectively planning and implementing changes to major infrastructure development and service delivery;

·         maintaining a corporate focus and commitment to implementing the AODA provincial standards; and,

·         introducing a project schedule that ensures the City's ability to implement and maintain full compliance by the final provincial deadlines.

These strategies will help ensure that the City meets its legislative requirements and is able to best serves the residents of Ottawa.

 

 

DISPOSITION

 

The Corporate Accessibility Office will action initiatives outlined in this report. Specific initiatives, goals and programs outlined in the 5 year plan have been assigned to operational departments and progress will be monitored by the City Manager’s Office.

 

 

ATTACHMENTS:

 

DOCUMENT 1 – 2011 COMAP Initiatives

DOCUMENT 2 - 2012-2016 COMAP (Previously distributed and held on file with the City Clerk)

DOCUMENT 3 - Accessibility Policy

DOCUMENT 4 - Accessible Formats and Communication Supports Procedures

DOCUMENT 5 - Accessibility Impacts Checklist

DOCUMENT 6 – Memo from the Accessibility Advisory Committee

 

DOCUMENT 1

City of Ottawa

2011 Municipal Accessibility Plan

Customer Service Initiatives

Project Title

Goals

Achievements / Next Steps

AODA Standards Implementation Plan

Develop a comprehensive multi-year implementation plan for the remaining four AODA Standards

The attached 2012 – 2016 City of Ottawa Municipal Accessibility Plan describes how and when the City of Ottawa will meet the AODA IAR (Document 1)

AODA Accessible Customer Service Standard Maintenance and Monitoring

Train new staff that deal with the public and develop policy.

 

Continue to develop and review Corporate and Departmental policies, procedures, practices that assist in the area of Accessible Customer Service, as per City of Ottawa Accessible Customer Service Policy. 

 

Monitor compliance and prepare a report.

To date more than 25,000 staff, summer hires, volunteers and third party contractors have received AODA training. As part of the AODA IAR implementation plan, Senior Management Committee has approved a recommendation that all staff be trained in Accessible Customer Service regardless of job or function.   In 2011, the Accessibility Office has responded to more than 150 service requests pertaining to accessibility and departments have responded to more than 172 others collectively (excluding Transit Services).

Ensuring signage is strategically placed at City customer service counters and displayed on ottawa.ca to inform residents of the availability of accessible services.

2011 Compliance report completed.

 

Alternative Bill Formats- for residents upon request

Provide billing information in a format that meets resident’s needs. Finance, Revenue Branch partnered with T-Base Communication to provide and automate bills & notices in E Text, Braille & Large Font for water bills, interim and final tax bills and other notices; in a bilingual format.

Billing pilot will be completed in June 2012.  Although enrolment is still low, revenue has more than doubled its uptake in enrolment in the program.  Revenue branch will continue to assess feedback during the Interim bill of 2012 and will also assess feedback from clients prior to finalizing the new format on a permanent basis.

 

Equity and Inclusion Lens  Implementation-

Goal is to use this tool to identify and remove systematic barriers to services that can exist for typically marginalized groups, including persons with disabilities. The implementation plan for 2011 included the provision of Equity and Inclusion coaching and training across the Corporation and the evaluation of the Equity and Inclusion tool.

Over 175 staff participated in 12 Equity and Inclusion Lens workshops that were delivered for managers and staff in 2011. Also in 2011, staff developed evaluation plan in relation to the application of the lens.

 

Ottawa Public Health (OPH) Accessibility Customer Service Policy

The goal was to create a department specific Accessible Customer Service Policy which speaks to the nature of the business completed by Ottawa Public Health.

The policy has been completed and has been approved by the Ottawa Public Health. The policy’s main purpose is to promote access and equity in order to meet the requirements of the Ontario Public Health Standards for priority populations, including service to persons with disabilities.  

 

Outreach to Business Improvement Areas (BIAs)

 

As part of its support of Business Improvement Areas (BIAs), the Economic Development branch will connect the BIAs with the Accessibility Directorate of Ontario and the City’s Accessibility Office.  The goal is to further facilitate the BIAs compliance with the Customer Service Standard of the AODA which will apply to the membership of many local BIAs by the year’s end. 

 

Met with the Executive Directors of BIAs in Q1 2011 and identified BIA needs. Provided printed and electronic materials from the Province in regards to the Customer Service Standard.

Developed new templates for the BIA Executive Directors to circulate to their membership.

Use of the Corporate/Accessibility Event Toolkit at Public Engagement Events

While City initiatives have always endeavoured to make public events accessible, the Corporate/Accessibility Event Toolkit has been developed to guide public and stakeholder consultations. For example in 2011, staff used this toolkit in the development of public consultations and for numerous protocol events. The goal was to remove barriers to ensure the full participation of all residents.

 

The toolkit  was used by departments including Protocol to make City events more accessible.

 

Accessible Parking Provisions

Two Parking Control Officers will be dedicated to addressing the fraudulent use of accessible parking permits.

Two Parking Control Officers continue to be dedicated to addressing the fraudulent use of accessible parking permits. This will continue to be an ongoing initiative of By-law and Regulatory Services.

Apply an accessibility lens to security features in facilities

Corporate Security to apply the accessibility lens when providing new security installs or repairing existing security applications. This is done in consultation with the client and may include items such as: key pads installed at an appropriate height, audible and visible alarm notifications. This will provide an enhanced service to all users, including people with disabilities.

This continues to be an ongoing initiative within Security and Emergency Management.  Corporate Security has rolled the application of the accessibility lens into their day-to-day business.

Develop  a process to track Parks, Recreation and Cultural Services (PRCS) projects in respect of Customer Service Standards

 

Monitor the policy implementation of the AODA Customer Service Standard in Parks, Recreation and Cultural Services. Establish management representation on Accessibility Working Group sub-committees in respect of the Integrated Standard( Built Environment, Emergency / Public Safety, Communications)

Policy review completed with Accessibility Office Consultant; policy changes pending approval from Cross-Sectoral Integration Committee (CSI) (delegated authority).

Management representatives attending sub-committee meetings. New manager representative for built environment assigned to Accessibility Working Group.

Service Excellence: Parks, Recreation and Cultural Services -  Client Experience

Focus on helping residents participate in recreation programs, and use PRCS services and facilities. Emphasis will be on the experience of clients after they enter a facility or register for a program. Barriers may be cultural, physical, financial, gender or age based.

Service Excellence Project:

Increase/ upload information on facilities in respect of physical accessibility features/fixed assets. Checklist shared with operators for creation of the data base. A listing of the facility’s features will be added to the 20 major facilities posted on ottawa.ca

Service Ottawa – Citizen Centric Services

The Citizen Centric Services Project will improve how the City engages, interacts with and provides services and information to citizens, businesses and clients.

Overall improvements to achieve better Information, better Communication and better Service Options via:

-new software being developed to track inquiries and requests related specifically to accessibility issues.

-residents can now obtain PIN replacement and barcodes for PRCS program registrations on-line.

-services being co-located within existing facilities to offer better and more convenient service options for clients (i.e. Library co-located with a PRCS facility)

 

Parks, Recreation and Cultural Services Special Needs Strategy Report/Master Plan           (Customer Focus)

Utilizing CLASS registration data, program inventory, and health and social service demographic data for the planning of service delivery and marketing to persons with disabilities 2011-2014.

PRCS Special Needs Marketing Plan completed for 2011-2014 including rationale for new and existing program streams, and authority for approvals (CSI Committee) for new program development and service changes.

Recreation Master Plan – Social Recreation Strategy/Financial Framework

Reports to Committee were anticipated in the 4th quarter of 2011.  When the reports are tabled they will speak to finances associated with Parks, Recreation and Cultural Services and proposed principles and strategies to ensure Parks, Recreation and Cultural Services are accessible and affordable to all, including individuals with disabilities, over the next 10 – 15 years. 

Strategies and reports compiled for management approval.

Draft Special Needs report developed, pilots testing completed, and policy changes underway.

Parks, Recreation and Cultural Services - Special Needs Cross-Sectoral Integration  Committee

Review of internal processes i.e. approval process for Special Need programs, content and fees - ensure all special need programs have a consistent risk management approach and that client satisfaction undertakes a service excellence perspective.

Cross -Sectoral Integration Committee established. Notice of decision & approval processes to ensure consistent approaches.

 

Parks, Recreation and Cultural Services Special Needs Section to all branches

Scheduling meetings with all units to review AODA Management Compliance to ensure that all Supervisors have a clear understanding of internal processes, policies and procedures.

 

Completed for Business Integration teams.

Public Works  Snow Go and Snow Go Assist Program

Snow removal assistance program for Seniors and People with Disabilities.

Snow removal assistance for seniors and people with disabilities. In 2010-2011 the Snow Go program had 504 participants and used $56,294.81 in funds. The Snow Go Assist program had 224 participants and used $43,940.92 in funds.

 

The Senior Citizens Council administers the program on behalf of the City of Ottawa.

 

Community and Social Services Accessibility - Child Care and availability of off-site appointments

In 2011, the Child Care Subsidy Unit will continue to offer “home visits” to clients who are unable to attend in office appointments at our four locations due to a disability i.e. clients with limited mobility, clients who are hospitalized, etc.

Implemented and ongoing.

Accessibility Training-Municipal Home Child Care Advisors

Municipal Home Child Care Advisors and Ontario Works Child Care staff will continue to provide on-going training to Municipal Home Child Care providers. To train all Home Providers so they are aware of, and familiar with, the standard of making customer service accessible for all people with disabilities.

All MHCC and OWCC staff has been trained.

All existing providers were also trained and future training will be given to all new providers.

 

Access to Services / Child Care Applications

The Online Application service for Child Care applications commenced with the City of Ottawa’s Application Screening Unit on November 8, 2010. This new service will increase accessibility for residents requiring services.

Since its initial implementation, the application screening unit has received a total of 626 Online Child Care applications (i.e. from November 8, 2010 to December 31, 2011).

By Q2 of 2012, the Child Care Subsidy Unit will be introducing a more user-friendly online applications tool.

Access to services / Online Application Process for Ontario Works Assistance

The Ontario Ministry of Community and Social Services (MCSS) is leading a technology and business process renewal initiative called the Social Services Solutions Modernization Project (SSSMP) to enhance the delivery of social assistance.

The initial phase of this project is the introduction of the online application for social assistance which is a new, more convenient and accessible delivery method in which people can apply for Ontario Works, Ontario Disability Supports Program and/or ACSD (Assistance for Children with Severe Disabilities) online. This new service will increase accessibility for all residents requiring these services, including persons with disabilities.

 

The online service for applications to the Ontario Works program started on April 12, 2011 and has been very successful.

This service is available 24 hours a day,7 days per week, in English or French at :  www.ontario.ca/ social assistance. The service is confidential and convenient and can be accessed from the privacy of your own home or from any computer. 

From April 12, 2011 to December 31, 2011, a total of 1985 online applications for Ontario Works Financial Assistance have been received through the Application Screening unit.

In partnership with the City of Ottawa’s Service Ottawa Program, effective 2013 (or possibly sooner), applicants who use this service will also have the ability to schedule an appointment at one of the 4 local Social Service Centres via the online system.  

As part of a continuous improvement philosophy and Service Excellence standards, the Application Screening Unit continues to explore opportunities to better promote the Online Application Service. The following are some examples of initiatives taken to enhance this service:

·      Local business practices, protocols and/or procedures are being evaluated for  effectiveness;

·      Applicant feedback is captured and, if appropriate, forwarded to provincial offices.

Additional future considerations for enhancing this service include developing comprehensive marketing and communication strategies for the Online Service in consultation with internal and external stakeholders and conducting formal surveys with staff and clients.

City of Ottawa

2011 Municipal Accessibility Plan

Information and Communication Initiatives

Project Title

Goals

Achievements / Next Steps

Accessibility Web Audit compliance-

Increase accessibility to ottawa.ca and prepare for AODA Information and Communications Standard.  Information Technology Services (ITS) will continue to develop new and/or update existing framework templates and improve practices in continuing to work towards compliance with accessibility legislation. 

Ongoing

 

Community and Social Services - Community Funding to Agencies

Sensitization Campaign.  In 2010, agencies receiving renewable funding from the City will be invited to attend the annual Accessibility Day (December 2nd) at City Hall.

Funding Agreements.

In March 2011, all Community Funding agreements will be amended to include requirements related to AODA.

 

In 2011, all funded agencies were formally invited to attend Accessibility Day in December.

The new Provincial Accessibility Standards books were distributed to all funded agencies by community funding staff.

The Community Funding Unit’s Policy and Procedures Manual includes requirements related to AODA.

Funding agreements have been amended to include requirements related to AODA.

Ottawa Public Library - Tactile signage & pictogram signage

Through a grant from the Southern Ontario Library Service, the Ottawa Public Library is able to proceed with the purchase and installation of tactile signage in all branches. In addition, the OPL will pilot Dewey pictogram signage at the Main Library. This initiative will enhance accessibility and improve customer service.

Tactile signage was installed in 2010, with a few branches also outfitted in Jan 2011. There are 8 branches that have not yet received tactile signage, and some additions are needed in previously completed branches. Plans continue with implementation of the pictogram pilot project at the main branch as well as installation of tactile signage.

 

Ottawa Public Library - Assistive Workstations

Finalized the rollout of assistive stations for every branch- will be completed in 2012. Review and update of software offered.

Assistive workstations in 24 branches completed to date - remaining 9 branches to be installed in 2012.

 

Ottawa Public Library - Accessibility Office email

Creation of an email inbox for the OPL Accessibility Office for staff and users to inquire about accessibility issues/concerns.

 

Creation of inbox completed.

Email address added to “contact us” tab of the “specialized services” section of the OPL website.

 

Ottawa Public Library - Website accessibility

Acquisition of upgraded software (Camtasia 7) for easier captioning of instructional videos. Various tests and research to improve accessibility of new website, with accessibility to be tackled in a bigger way with new design work through 2012.

 

Work will continue with website changes in 2012 and plans for another accessibility audit of the website (previously done in 2010). 

Ottawa Public Library - Training

Introduction of training sessions on Learning Disabilities (“Learning My Way”), and Mental Health in the workplace

 

Ongoing training.

Ottawa Public Library - Policies & Procedures

City AODA policies adapted for OPL 

Ongoing.

Review the Multiple Formats Policy

As per AODA guidelines, public information must allow for multiple formats to ensure accessibility for all.

The City of Ottawa’s current Multiple Format Policy will be reviewed and updated.

 

Corporate Communications has created a new Communications Policy that establishes standards for all communication products.

The Multiple Formats Policy has been replaced by the Accessible Formats and Communication Supports Procedure in line with the AODA IAR.

 

ServiceOttawa - Website Redesign -

ServiceOttawa will lead an Information Architecture (IA) review of ottawa.ca in 2011 as part of the City’s Citizen Centric Services, Service Excellence initiative. It will include a channel shift to self-service measures, create a virtual knowledge base, dynamic publishing using Oracle’s Site Studio Content Management System, complete a study to research what features citizens would be looking for to enhance their transitions.  Such as on-line shopping and payment self-service experience, a review of the existing Web 2.0 proposed strategy and develop a ‘go forward’ enterprise web strategy to align with the Service Ottawa vision.

 

The City’s interim look and feel introduced Oracle’s Site Studio Content Management System, streamlined City information by similar services based on consultations with citizens, met the AODA requirements for new content, and introduced over 145 self-serve features.

 

ServiceOttawa – Citizen Centric Services  - ottawa.ca

The Citizen Centric Services ottawa.ca Sub-project will improve how the City engages, interacts and provides services and information to citizens, businesses and clients via an improved ottawa.ca website.

The ottawa.ca website was revamped to make it easier for residents to find information. More than 145 online service requests are available including: options for payments, registrations and permits, a web-based option to view the status of their service requests online; all of which allows residents with accessibility challenges to self-serve any time of day from any location of convenience (home, office, satellite centre, etc.). 

 

Corporate Communications and ServiceOttawa - Review of the Accessible Web Design Guidelines -

The development of a formalized web publishing policy, which will include guidelines and standards for web publishing.  The web publishing policy will adhere to the AODA guidelines.

Service Ottawa is leading the development of a formalized web publishing toolkit in concert with Communications and Information Technology (IT), which will:

·         include guidelines and standards for web publishing,

·         limit and guide content super users,

·         provide the back-bone for a corporate training program to content owners. 

The web publishing tool-kit is being written specifically to ensure adherence to the AODA guidelines.

 

ServiceOttawa department - TTY

Continue to explore the best use of existing resources and forthcoming technology to provide ongoing service to those with hearing related and communication disabilities.

The current TTY initiative will be reviewed in 2012, including, if determined as beneficial, expanding to other areas. 

 

ServiceOttawa – Citizen Centric Services – Improved call management -

The Citizen Centric Services Project will improve how the City engages, interacts with and provides services and information to citizens, businesses and clients via an improved call management and telephone (integration) system.

The improved customer service management system and telephone integration with VoIP technology allows the City to send emailed or telephone status updates to clients on how his/her service request is progressing, ensures the information the client receives is accurate every time, regardless of which channel s/he uses (in-person, telephone or web); provides the resident with an option to participate in an automated telephone survey, allows the resident to receive timely information about unforeseen events through recorded messaging on 311 phone lines and will let the client know if his/her matter is a duplicate request. 

 

City of Ottawa

2011 Municipal Accessibility Plan

Employment Initiatives

Project Title

Goals

Achievements / Next Steps

Community Liaison Officers (CLOs) –

This project, with the use of Community Liaison Officers, will target community agencies, groups and associations within the city of Ottawa that serve Ontario Works and Ontario Disabilities Support Program (ODSP) recipients. Feedback received from community agencies reveals a need for Community and Social Services Department (CSSD) to better link City programs and services with the community in order to provide improved access and seamless service delivery.  The intent of this project is to respond to the needs of the community and the residents we serve.

The CLO’s completed 28 agency surveys, and several client and staff focus groups to determine the level of knowledge regarding CSSD programs, and to gauge the satisfaction of our services and programs. As a result of the gaps and opportunities identified, several changes were implemented at each Social Service Centers such as Open Houses organized for agencies, Agency Hubs, Agency Advisory Group, developing new partnerships, and development of a CSSD brochure.

 

Community and Social Services - Virtual Work Project

The ‘Virtual Work’ Training activity will target Ontario Works participants and referred ODSP recipients who have disabilities/mental health issues, older workers, persons fleeing abuse, or those who live in rural areas with limited access to transportation. 

Staff will learn how to assist clients to develop virtual businesses, specifically, they would learn:

-How to identify resources and competencies that individuals require in order to succeed in home-based virtual employment

-How to identify internet-based job development strategies and match clients to these opportunities

-About the technologies commonly used for home-based assignments

-About the legalities of home-based employment

Virtual Work training was provided to clients who self identified as interested in this type of employment. While virtual employment opportunities exist, and clients are interested in this type of employment, success was moderate. Clients were not highly successful in connecting with, and bidding for, opportunities. 126 clients participated in training, resulting in 11 short-term placements. A further attempt was made to connect clients to virtual work opportunities when the trainer of Academy of Remote Employment trained 8 clients in person, and then attempted to act as broker to place clients directly into employment.

Community and Social Services department - Youth Zone On- the Move

This project, with the help of Employment specialists, will target community agencies, high schools and public libraries within the City of Ottawa that serve marginalized low income youth including Ontario Works and Ontario Disability Support Program (ODSP) recipients. The intent of this project is to respond to the needs of the community and the residents we service by increasing access to employment preparation supports, information and opportunities.

In 2011, 545 youth in the community were

provided with pre-employment support and information about employment opportunities.

In 2012, YZJ on-the-move will continue to provide pre-employment  workshops in the community.

Community and Social Services - City of Ottawa Entry Level Employment Opportunities Project

This project will target Ontario Works and referred ODSP recipients who meet the requirements of City of Ottawa entry-level positions (i.e. administration services clerk, laundry attendant, custodian)[1] The City’s Human Resource Department is reviewing its staffing protocols with the goal of hiring employees that are representative of the demographic profile of the community that it serves (includes 11 demographic profiles including people with disabilities).

Re-connect, prepare and support clients in the workplace

Provide intensive workplace job training and job retention

Create real opportunities so that clients can move forward along the pre-employment/training continuum

Maximize opportunities for synergies and integration across services and programs (i.e. Housing, Childcare, Long Term Care and possibly expand to other corporate positions)

 

63 clients were placed into entry level positions with the Long Term Care, Parks and Recreation, Social Services Operations, Employment Services Unit, the Application Screening Unit, Community Funding and Housing branches.

 

23 clients were extended in their placements after the 3 month initial placement.

 

31 clients left OW due to the placement and 19 remain off of OW and are still employed by the City of Ottawa.

 

This pilot has been completed.

Community and Social Services - Youth Futures Project

This program will target low income youth whose immediate family members have not previously attended post-secondary education. This program is designed to break the cycle of inter-generational poverty and build the educational capacity for young people that might not otherwise interact with or experience post-secondary education. The youth futures program is divided into three components:

1) Leadership Training,

2) Paid employment, and

3) A post secondary experience.

Youth Futures is a partnership between Ottawa Community Housing, the City of Ottawa and the University of Ottawa.

 

Since 2008, over 150 low income and marginalized youth have participated in Youth Futures.

In 2011, 51 youth “graduated” from the program. Last year 100% of the participants came from Community Development Framework priority neighbourhoods, 78% were residing in social housing and 55% of the participants were recipients of Ontario Works.

 

Community and Social Services Training- Awareness of Poverty- “Getting Ahead: Bridges out of Poverty

This project targets community agencies within the City of Ottawa, City staff, Ontario Works participants and referred ODSP recipients. Currently Community and Social Services Department delivers a two-week Employability Skills Workshop (ESW) for harder to employ clients. 

 

14 “Getting Ahead” workshops were delivered to over 144 participants in 2011 and outcomes also included referrals to ODSP and leaving an abusive relationship.

Community and Social Services - Community Funding Partners

The Community Funding project was developed to issue a one-time funding grant (2011) to selected non-profit community agencies to provide Enhanced Employment Services to vulnerable clients in receipt of social assistance.  The defined target group was social assistance recipients with disabilities; mental health and substance abuse issues; individuals who are homeless or at-risk of homelessness; youth at risk; older workers; aboriginals; newcomers; and people fleeing abuse.

 

The specifics of the outcomes were determined on a project-by-project basis. Through the 11 projects that were funded, there was a commitment to serve 391 clients overall. Although not all projects met their targets, there were 413 clients served through these projects which slightly exceeded the project target.

This was funded in 2011 only, and will not be provided in 2012.

 

 

Community and Social Services - Youth Employment and Career Fair

The annual Youth Employment and Career Fair has been held at the Jim Durrell complex each spring since 2007. The intent of the event is to provide low income, visible minority and marginalized youth with access to employment opportunities, career planning and community support information.

Over the past 5 years, almost 3200 youth from across the city have participated in the event.

Community and Social Services - Accessible Employment Ontario Centre (EO)

370 Catherine St, 1st Floor

The centre received some one time provincial funding to install new equipment in the Employment Ontario (EO) centre.   The equipment will be used directly by clients accessing the EO centre to further our commitment to accessibility for all citizens. 

Funding was provided to purchase accessible equipment and infrastructure to support clients with their job search, particularly those with disabilities (i.e. Braille keyboards, 27’’ monitors, headsets and phones, Documents holder, Apple Pro compute, iPads and cradles, MS software: publisher, acrobat and Photoshop, Touch screen PC, Webcams,

Wi-Fi printer, color printers)

Community and Social Services department - Job Development for Ontario Disability Support Program (ODSP) clients

Job Developers meet with local employers to create paid employment opportunities for Ontario Works participants.  Employers are provided an array of services from staff, including human resources services and job retentions supports.  Employers are also paid up to $4500.00 over a six month period to hire, support and provide on job training to OW participants.

Specific job opportunities have been negotiated using this incentive for ODSP clients who require additional training and supports due to disabilities or barriers.

Human resources department- Employment Promotion-

Continue to develop strategies to move towards a City workforce that is representative of the community it serves.

 

Worked with all departments to develop departmental Diversity and Employment Equity Plans where there is significant under-representation of the designated groups including people with disabilities.

Integrated a self-identification questionnaire into the new e-recruitment tool to allow the designated groups including people with disabilities to self identify as part of the application process.

Partnering with United Way, service providers and other key employers, created the Employment Accessibility Resource Network (EARN) and officially launched EARN at City Hall in Oct. 2011.  The goal of EARN is to provide “meaningful employment opportunities for people with disabilities”.

Launched a training program “Learning My Way”, a program to better understand people with learning disabilities and trained staff in various departments such as Library Services, EPS, Transit Services and Community and Social Services

Supported staff with hearing impairments by contracting sign language interpreters at the interview phase or in attending courses at the Learning Centre. 

Continued our participation at career fairs and visitation programs to educational institutions at the elementary, secondary and post-secondary level; including: Algonquin College, la Citè Collegial a, Youth Zone Fair, and the Grade 8 job fair.  These events reached over 10,000 students

 

Human Resources department - Training

Promote a respectful workplace for all employees

 

A total of 78 training sessions focusing on Respectful Workplace, Diversity Training and Learning My Way (a program to better understand people with learning disabilities) were delivered to nearly 2,000 employees.

 

Human Resources department - AODA Employment Standards Review-

Prepare for compliance with AODA Employment Standard

 

Updated HR policies and procedures to ensure compliance with AODA.

Delivered a presentation on employment to the community as part of the AccessAbility Day Consultation

 

 

 

 

 

City of Ottawa

2011 Municipal Accessibility Plan

Built Environment Initiatives

 

Project Title

Goals

Achievements / Next Steps

Planning and Growth Management - Create Accessibility Lens for the Built Environment  to be used in work done to increase accessibility to residents

To include the creation of a checklist based on the Built Environment Standard and Ottawa Accessible Design Guidelines. Information workshops to be provided for appropriate City staff (planning, approvals, inspections, design).

 

In 2012, the Planning and Growth Management Department will lead the development of an Accessibility by Design checklist for Planners to use in the Development Review Process. This checklist will list all existing Provincial and City planning guidelines and policies with respect to accessibility to ensure that the application is reviewed through an accessibility lens. Staff training on the checklist as well as the profiling of case studies of applications where accessibility improvements have been made will increase overall awareness of accessibility as part of the development review process.

 

Infrastructure Services - Tactile Directory Maps ONGOING

As recommended by the Alliance for Equality of Blind Canadians (AEBC) to provide tactile directional support will be implemented.

 

 

 

 

 

 

 

 

 

 

 

 

Additional goal for 2011 is to provide maps at the Walter Baker Sports Complex. 

Tactile and Way Finding Signs at various recreation facilities:

-       Walter Baker Sports Complex,

-       Merivale Centennial Arena,

-       Bell Arena,

-       Tanglewood Park Community Centre,

-       Huntley Community Mess Hall,

-       Kars Community Centre,

-       Foster Farm Community Centre,

-       Ron Maslin Playhouse,

-       Ron Kolbus Community Centre,

-       Erskine Johnston Arena,

-       Johnny Leroux Stittsville Arena and Community Centre.  

The City introduced a Tactile Way Finding map (first floor and second floor) at the Walter Baker Sports Centre to assist people with visual impairments. An audio description of this map is available as an mp3 (51.63MB), wmv (227.69MB) or Windows audio file (91.01MB), as part of the audio version of the Walter Baker Sports Centre Word Map.

Infrastructure Services - Provide corporate expertise on built environment accessibility including new builds

Continue to provide guidance and support in reviewing Corporate built environments. Work with appropriate groups to ensure that modifications and new builds meet accessibility standards and guidelines.

 

The City of Ottawa continued its sucessful development of new buildings and parks construction to exceed Ontario Building Code through the implementation of the City of Ottawa Draft Accessibility Design Guidelines primarily based on the CAN/CSA B651-04 Accessible Design for the Built Environment.

 

Completed Projects include:

-       Centrepointre Theatre Expansion

-       City of Ottawa Archives and Library Material Handling Centre

-       Huron Early Learning Centre

-       Carslbad Springs Community Centre

-       Fire Station No 46

-       Goulbourn Arena Expansion

-       Greenboro Community Centre Expansion

-       McKellar  Fieldhouse

-       Fire Station No. 47

-       Qualicum Fieldhouse

-       Greely Library

Infrastructure Services - Retrofit Program

Barrier removal-

Utilize approved budget and conduct retrofit work to remove barriers identified through audits of existing City facilities and play structures/pathway systems.  $2,000 000 has been requested to include activities in the following areas:

 

Specialized Way Finding signage study.

 

Installation of washroom accessories to retrofit existing facilities – i.e.) Nepean Creative Arts Building, Bernard Grandmaitre Arena.

 

Temporary modular ramping solutions for various City venues.

 

Major accessible connection/link being constructed in Lowertown Complex with Le Patro

 

Installation of  power door operators and required door hardware in locations

 

Installation of power door operators at various facilities:

-       Carleton Heights Community Centre

-       Goulbourn Recreation Complex

-       Walter Baker Sports Centre 

-       St-Laurent Don Gamble Recreation Complex

-       Bob Macquarrie Orleans Recreation Complex

-       Huntley Community Centre

-       Deborah Anne Kirwan

-       Ben Franklin Place

 

Accessible Exterior Ramps:

-       Cavanagh Community Centre

-       Carleton Lodge

-       Walter Baker Sports Centre

-       Vernon Library

 

Accessible Sidewalk/Walkway:

-       Nepean Sportsplex

-       Pinhey’s Point

 

Entrance Modifications:

-       Bearbrook Community Centre

-       Bob Macquarrie Orleans Recreation Complex

 

Parking/Curb Cuts/Passenger Loading Area:

-       Alta Vista Library

-       Lowertown Complex

-       Goulbourn Museum

 

Universal Accessible Washrooms:

-       Centre D’Accueil Champlain

-       Goulbourn Museum

-       Munster Community Centre

-       Ron Kolbus Community Centre

-       McNabb Community Centre

-       Carling Family Shelter

-       Mooney’s Bay Beach Building

 

 

Upgrade lighting in exercise room at the Terry Fox Athletic Facility

 

Pavement markings of pathway at Nault Park

 

Design Work - completed:

accessible washrooms at the Carling Family Shelter

accessible ramp at Brewer Pool. 

accessible washrooms (Curling Rink and Arena) at the Nepean Sportsplex. 

Limited Use Limited Access (LULA) lift at McNabb Community Centre.

Ramp at Dempsey Community Centre. 

Public Works department - Audible Pedestrian Signals-

The goal is to increase the proportion of intersections equipped with Audible Pedestrian Signals (APS) to 50% of all intersections by 2015. Audible Pedestrian Signals are installed at all new and reconstructed signals as well as the retrofit of existing signals as funding is made available. In 2011, the City will begin to evaluate and test new technologies to enhance audible signalized intersections. 

 

Currently, 570 APS intersections, representing 51% of our signalized network are completed.  Council approved funding to complete retro-fitting at approximately 65 intersections was approved as part of the 2012 budget.

Community and Social Services - Access to Housing

Assess benchmarking results and identify program development opportunities.

 

In 2011, 4 new accessible units at 260 Tompkins Avenue and 19 accessible units completed at Beaver Barracks have been completed. 

Community and Social Services department- Accessibility- Increase Accessibility in Emergency Shelters

Retrofit one City-owned unit to be fully accessible in Emergency Family Shelters

 

Preliminary sketches produced to convert two rooms and one kitchen work station at the Carling site to be fully accessible.  The project will be tendered in 2012.

Ottawa Public Library - Increased branch accessibility- various renovations

Renovate various Library branches to make them more accessible.

 

Alta Vista branch: Exterior accessibility improvements completed including: repairs to the ramp and handrails, an accessible loading zone, two new accessible parking spaces, pedestrian crossings signage added.

Vernon branch:  Exterior Accessibility improvements completed to: reconfigure a new barrier free access ramp, add new door with automatic door operators and add new floor, steps and new handrails. 

Ruth E. Dickinson branch: All public washrooms were upgraded to allow for accessibility.

Vanier branch: New elevator installed to create accessibility to the 2nd floor. Installed new accessible washroom.

Richmond branch: The accessible ramp was replaced with a new improved ramp. The accessible parking space was moved to the front of the building next to the stairs and near the bottom of the ramp.

City of Ottawa

2011 Municipal Accessibility Plan

Transportation Initiatives

Project Title

Goals

Achievements / Next Steps

Transit Services - Automated On-board Next Stop Announcements

Automated on-board next stop announcements provide customers with auditory and visual information in fully bilingual format on next stops and route destinations, as well as interior electronic signage which provides the route number, destination and the current time.

Transit Services’ goal is to complete the installation of the automated next stop announcement system on its entire bus fleet in 2011.

Transit Services’ Next Stop Announcement System (NSAS) was fully installed on all OC Transpo buses as of July 2011.

Transit Services - Travel Training Program

 

Transit Services’ Travel Training program will be expanded to include 1,000 travel training passes, distributed to a minimum of 40 community agencies.

The program is delivered in partnership with schools, community groups, organizations and agencies that provide travel training services to seniors, new immigrants and to persons with disabilities throughout the Ottawa area.

Transit Services distributed 1,000 travel training passes to more than 50 community agencies in 2011.

The Travel Training manual, which was done in partnership with the Canadian Mental Health Association, was completed and also distributed to community agencies.

An instructional video on how to board or exit a bus with a mobility device was completed and posted on the octranspo.com website.

Accessibility Training – Transit Services Staff -

Transit Services will provide accessible customer service training to staff who deal with public and develop policy.

 

Accessible customer service training was provided to more than 1,300 Transit Services staff in 2011.

Learning disabilities awareness training was also completed by more than 20 managers and supervisors. As well, training on WCAG 2.0 web accessibility guidelines was also provided to members of Transit’s web services team.

Transit Services- Accessibility Audit Implementation – Policy and Procedures

 

Transit Services’ goal is to complete its new accessible customer service policy in early 2011. The policy will reflect the spirit and intent of the AODA’s Accessibility Standards for Customer Service Regulation.

 

Transit Services will also work towards completing a number of written procedures relating to the provision of services to persons with disabilities, and in keeping with the spirit and intent of the AODA

Transit Services’ new Accessible Customer Service Policy came into effect in June 2011. The policy provides guidelines for the delivery of accessible customer service to persons with disabilities, and reaffirms Transit Services’ commitment to providing services and programs that are accessible to all.

The Accessible Customer Service Policy is being used as a benchmark to guide the review of existing practices and the development of new procedures in support of accessibility. In 2011, procedures for Transit staff were developed in regard to: boarding customers with service animals on transit vehicles; travel training; feedback on the delivery of programs, goods and services to persons with disabilities; boarding customers with support persons; pre-boarding announcements; notification of in-service bus ramp disruptions; bus stop recovery and obstructions; boarding and alighting customers who use assistive devices; and, next stop announcements. Procedures and practices are also in place to ensure that persons with disabilities are accommodated if a vehicle’s accessibility equipment, such as a bus ramp or the automated next stop announcement system, is not functioning properly, and to ensure the defect is reported and repaired.

Transit Services - Accessibility Audit Implementation – Facility Improvements -

 

Transit Services will continue to make accessibility related facility improvements in 2011 and 2012 to address items identified in the audit and by its customers. These enhancements will continue to make our facilities and services more accessible to persons with disabilities. These include:

-Lowering of shelter heating controls

-Lowering of Bell pay phones

-Installing power doors at some transit facility entrances

-Continuing to modernize elevators

-Improving the handrails in transit stations

-Modifying curb ramps

-Improving station signage

 

Among the accomplishments in 2011, Transit Services:

Incorporated ramps, as well as elevators, into the design of the new Longfields Station, to provide customers with enhanced access to the upper and lower platforms

Lowered the height of heating controls at transit stations, and removed obstructions in front of the controls

Changed font on all Telidon information displays to provide improved colour-contrast for customers

Additional changes in the built environment, including installing power doors, lowering Bell pay phones, improving signage and life-cycle modernization of elevators, are in progress.

Transit Services - Conventional Transit Vehicle Technical Requirements

Transit Services will ensure that the conventional vehicles it acquires meet all legislated technical accessibility requirements.

Transit Services’ vehicle acquisitions will continue to meet the technical vehicle requirements outlined in Ontario Regulation 629 of the Highway Traffic Act, which are consistent with the AODA and establish specifications for accessibility features such as allocated mobility spaces, grab bars, floor surfaces and lighting.

Transit Information and Communications

Transit Services will continue to communicate with persons with disabilities in a manner that takes into account their disability and respects their dignity and independence. 

In 2011, Transit Services made changes to the content and organization of the Accessible Transit section of the octranspo.com website, including the addition of information on the size of assistive devices, accessible formats, the new Accessible Customer Service Policy, and vehicle and facility accessibility features. Text and font sizes in this section were also modified to make it more accessible for persons with vision loss. 

Improvements were also made to OC Transpo’s mobile web browser. Available to smartphone users, Mobi now provides information to customers on cancelled trips, detours and the status of elevators at Transitway stations.

To enhance employee awareness, a new “Accessibility Matters” column was added to OC Transpo’s internal newsletter, Transpo Express. This regular feature highlights issues and new developments in accessibility.

 

Transit Services - Cooperative Seating Campaign -

Transit Services will continue to work to increase customer awareness of cooperative seating.

 

In 2011, Transit Services completed the second phase of its cooperative seating communications campaign, which included: bus cards and online promotion on octranspo.com; posters in 126 schools, and at Transitway and O-Train stations; Share the Ride brochures on buses; and shelter poster ads. As part of this campaign, Transit Services also partnered with Algonquin College's public relations and television broadcasting students to create an entire social media campaign for cooperative seating. The social media campaign was a great success – resulting in more than 23,000 hits to the videos posted online.

Transit Services also used the buses’ Next Stop Announcement System to run on-board public service announcements every 30 minutes. These announcements, which ran in the fall of 2011, encouraged customers in the cooperative seating areas to be courteous and offer their seats to those customers who may have difficulty standing in a moving vehicle.

 

Transit Services – Community Pass

Transit Services continues to offer a discounted Community Pass to ODSP recipients and registered Para Transpo customers.

 

In 2011, Transit Services sold 57,950 Community Passes, or about 4,829 per month.

Transit Services - Accessible Bus Fleet and Routes

Transit Services will continue to replace its existing fleet with fully accessible low-floor buses; achieving 99% accessible (1,023 out of 1,033) by March of 2011.

 

Transit Services’ fleet reached 100% fully accessible low-floor buses and routes in July 2011.

Install and Replacement of Transit Shelters

Transit Services will install 55 new accessible shelters in 2011.

Transit Services completed the installation of 55 new accessible bus shelters in 2011.

 

Transit Services - Taxi Coupon Program

Transit Services will continue to promote the Taxi Coupon Program. This program provides registered Para Transpo customers with an additional transit option by offering coupons to reduce the cost of taxi fares.

In 2011, 1,099 Para customers used taxi coupons.

 

Expanding Para Transpo’s Interactive Voice Response System

Transit Services will be looking at expanding the use of  Para Transpo’s Interactive Voice Response (IVR) system. The technology being investigated would allow customers to be automatically notified when their Para Transpo vehicle is minutes away.

Currently being investigated.

Para Transpo Vehicle Purchasing Plan

Transit Services will develop a replacement strategy  for Para Transpo’s fleet of buses. 

Vehicle product, designs and options currently being reviewed and analyzed.

Emergency and Protective Services - accessible taxicabs

Ottawa has issued 16.5 accessible taxi plates/100,000 populations – the mean in Ontario, per Ontario Municipal Benchmarking Initiative, is 3.2/100,000. Continue to monitor the use of these plates.

Although no additional accessible plates were issued in 2011, the OMBI information and Ottawa’s place in Ontario remains unchanged. 

Emergency and Protective Services - “Access for All” Award

Recognizes an accessible taxicab driver who provides exceptional service for persons with disabilities.  The award will be presented as part of the Taxi Appreciation Celebration on June 14th 2011.   

Marc Khouri was awarded the “Access for All” Award.  Marc has been driving for West-Way for nine years.  He was recognized by his customers for his caring service and positive attitude.