Accessibility Customer Service Volunteer Guide

Transcription

1 Accessibility Custmer Service Vlunteer Guide Accessibility Ontari Disability Act (AODA) and Serve-Ability & Integrated Accessibility Standards Regulatin (IASR) Training

2 "The Exchange is a beautiful place fr peple, prgrams, and partnerships Caledn based space Cmmunity inclusive Cllabratively fcused Beynd the physical space, the Exchange Cllabrative is a philsphy that leverages pprtunities t address cmmunity needs because we are better tgether." The Exchange Cllabrative partners are cmmitted t meeting the required regulatins fr cmpliance f vlunteers. We value and take pride in serving all custmers including peple with disabilities. Accessible custmer service is nt nly abut the physical building and the envirnment; it is als abut understanding that peple with disabilities may have different needs and hw yu may address these needs. 2

3 Ontari Human Rights Cde Duty t Accmmdate Accessibility fr Ontarians with Disabilities Act, 2001 (AODA) Infrmatin and Cmmunicatin Standards Integrated Accessibility Standards Regulatin (IASR) Purpse: T imprve pprtunities fr peple with disabilities by identifying and remving barriers t full participatin. Purpse: Accessibility fr Ontarians with Disabilities Act, 2005 (AODA) T achieve a fully accessible Ontari by Custmer Service 2. Built Envirnment 3. Emplyment 4. Infrmatin and Cmmunicatin 5. Transprtatin What is Accessible Custmer Service? AODA Standards Custmer Service Standard Flexible service that meets the needs f an individual custmer Putting the persn first Understanding that sme methds f service may nt wrk fr all peple Allwing fr cmments and suggestins n hw t imprve accessible custmer service Prviding as much ntice as pssible if there is a disruptin in service Principles f Accessible Custmer Service Dignity Independence Integratin Equal Opprtunity 3

4 As a vlunteer what is my rle? 1. Help t identify and remve barriers that prevent peple with disabilities frm fully participating in the cmmunity 2. Take time t understand the needs f each custmer 3. Ask hw yu can help 4. Be pen t wrking with peple with disabilities t find the best slutin 5. Put peple first. Persn with a disability puts the fcus n the persn. 6. Wait until the individual describes their situatin t yu, instead f making assumptins. General Custmer Service Tips Treat all clients with respect. Give them yur full attentin. Offer a variety f methds f cmmunicatin, such as read infrmatin alud, write dwn instructins, draw a diagram etc. Understand the nature and scpe f the services yur rganizatin prvides. Accept feedback. Peple with Disabilities Apprximately 1.8 millin Ontarians, 15.5% f the ppulatin The numbers are increasing as the ppulatin gets lder In 2026 apprximately 16% f peple in Canada will have a disability General Types f Disabilities Physical Hearing Visin Deaf-Blind Speech Mental Health Learning Other Disabilities Intellectual Sensry: Taste, Smell, Tuch Other cnditins: Cancer, Diabetes, Asthma.. Temprary disabilities 4

5 Physical Physical Disabilities include a range f functinal limitatins frm minr difficulties in mving r crdinating ne part f the bdy, thrugh muscle weakness, tremrs, and a paralysis. Physical disabilities can be cngenial such as Muscular Dystrphy; r acquired, such as tendnitis. A physical disability may affect an individual s ability t: Perfrm manual tasks such as hlding a pen, turning a key r griping a dr knb Mve arund independently Cntrl the speed r crdinatin f mvements Reach, pull r manipulate bjects Have strength r endurance Tips fr Custmer Service Wheelchairs and ther mbility devices are part f a persn s persnal space, dn t tuch, mve r lean n them. If yu have permissin t mve a persn s wheelchair, dn t leave them in an awkward, dangerus r undignified psitin, such as facing a wall r in the path f pening drs. Keep ramps and crridrs free f clutter. If a cunter is t high r wide, step arund it t prvide service. Prvide seating fr thse that cannt stand in line. Hearing Hearing lss can cause prblems in distinguishing certain frequencies, sunds r wrds. A persn wh is deaf, deafened r hard f hearing may be unable t: Use a public telephne Understand speech in nisy envirnments Prnunce wrds clearly enugh t be understd by strangers Tips fr Custmer Service Face the persn and keep yur hands and ther bjects away frm yur face and muth. If pssible cmmunicate in a quiet, well lit area s that they can see yur face and read yur lips Dn t shut. Speak clearly If necessary, write ntes back and frth t share infrmatin. 5

6 Visin Visin disabilities range frm slightly reduced visual acuity t ttal blindness. Visin lss can result in: Difficulty reading r seeing faces Difficulty maneuvering in unfamiliar places Inability t differentiate clurs r distances A narrw field f visin The need fr bright light r cntrast Night Blindness Tips fr Custmer Services Verbally identify yurself when yu apprach and speak directly t the persn. If the persn uses a service animal d nt tuch r apprach the animal, it is wrking. Verbally describe the setting, frm, and lcatin as necessary Offer yur arm t guide the persn. D nt grab r pull. Speech Speech disabilities invlve the partial r ttal lss f the ability t speak. Typical disabilities include prblems with: Prnunciatin Pitch and ludness Harseness r breathiness Stuttering r slurring If pssible cmmunicate in a quiet area. Tips fr Custmer Service Give the persn yur full attentin. Dn t interrupt r finish their sentences. Be patient. Dn t assume that a persn with speech impairment als has anther disability. Whenever pssible, ask questins that can be answered with yes r n. Ask them t repeat as necessary r write their message. 6

7 Deaf-Blindness Deaf-Blindness is a cmbinatin f hearing and visin lss. The result fr a persn wh is deaf-blind is significant difficulty accessing infrmatin and perfrming daily activities. Deaf-blindness interferes with cmmunicatin, learning, rientatin and mbility. Peple wh are deaf-blind cmmunicate using varius sign language systems, Braille, telephne devices, cmmunicatin bards, and any cmbinatin theref. Tips fr Custmer Service Direct yur attentin t yur custmer nt the intervener. Understand that cmmunicatin can take sme time, please be patient. Mental Health Mental Health disabilities include a range f disrders hwever there are three main types f mental disability: Anxiety Md Behaviral Peple with mental health disabilities may seem edgy r irritated; act aggressively; be perceived as pushy r abrupt; be unable t make a decisin; start laughing r get angry fr n apparent reasn. Tips fr Custmer Service Treat each persn as an individual by shwing them the same respect and cnsideratin yu have fr everyne else If they appear t be in crisis, ask them t tell yu the best way t help. Try t reduce stress and anxiety in situatins. Stay calm and curteus, even if the custmer exhibits unusual behavir, fcus n the service they need and hw yu can help. Take client away frm situatin, nise and distractins t facilitate ne n ne service. 7

8 Learning Learning disabilities include a range f disrders that effect verbal and nn-verbal infrmatin acquisitin, retentin, understanding and prcessing. Peple with a learning disability have belw average, average r abve average intelligence, but take in and prcess infrmatin and express knwledge in different ways. Learning disabilities can result in difficulties in reading, prblem slving, time management, way finding and prcessing infrmatin. Tips fr Custmer Service Learning disabilities are generally invisible and ability t functin varies greatly. Respnd t any requests fr verbal infrmatin, assistance in filling in frms and s n with curtesy. Allw extra time t cmplete tasks if necessary. Intellectual Intellectual disabilities affect a persn s ability t think and reasn. It may be caused by genetic factrs such as Dwns Syndrme, expsure t envirnmental txins, such as Fetal Alchl Syndrme, brain trauma r psychiatric disrders. A persn with an intellectual disrder may have difficulty with: Understanding spken and written infrmatin Cnceptual infrmatin Perceptin f sensry infrmatin Memry Tips fr Custmer Service Use clear, simple language. Be prepared t explain and prvide examples regarding infrmatin. Prvide ne piece f infrmatin at a time. Remember that the persn is an adult and unless yu are infrmed therwise, can make their wn decisins. Be patient and verify yur understanding. 8

9 Sensry Smell disabilities can invlve the inability t sense smells, r a hypersensitivity t durs and smells. A persn with a smelling disability may have allergies t certain durs, scents r chemicals r may be unable t identify dangerus gases, smke, fumes and spiled fd. Tuch disabilities can affect a persn s ability t sense texture, temperature, vibratin r pressure. Tuch sensatins may be reduced r heightened resulting a hypersensitivity t tuch, temperature, r the ppsite, numbness and the inability t feel tuch sensatins. Taste disabilities can limit the experience f the fur primary taste sensatins; sweet, bitter, salty and sur. A persn with a taste disability may be unable t identify spiled fd r nxius substances. Other Other disabilities result frm a range f ther cnditins, accidents, illnesses and diseases including ALS, asthma, diabetes, cancer, HIV/AIDS s, envirnmental sensitivities, seizure disrders, heart disease, strke and jint replacement. Temprary Temprary disabilities result frm a range f ther cnditins, accidents, seizure disrders; heart disease, strke and jint replacement are a few examples. 9