introduction to the accessibility for ontarians with disabilities act (aoda)

Introduction to the Accessibility for Ontarians with Disabilities Act

(AODA)

Background• One in seven people have a disability. Over the next

20 years, that number will rise as the population ages. (MCSS AODA Website)

• People without a disability may not think twice about what they need to do in order to go to work, go shopping or see a movie. However, for many people with a disability, there can be obstacles which may prevent them from doing things. These obstacles are barriers to accessibility.

Background• Supporting accessibility simply means

helping people with disabilities take part in life’s activities.

• Isn’t that of what we do anyway as an agency?

AODA Background

KWH Vision StatementA community where everyone belongs and participates.

KWH Mission Statement

Together with families and the community, K-W Habilitation Services provides services and supports to

create opportunities for people with developmental disabilities to learn, work and live in the community.

AODA Background

• On June 13, 2005 the Accessibility for Ontarians with Disabilities Act (AODA) was passed

• Its goal is to develop mandatory accessibility standards to ensure that Ontario is accessible to people with disabilities by 2025

• Accessibility standards are the rules that businesses and organizations in Ontario will have to follow to identify, remove and prevent barriers to accessibility.

AODA Background

Accessibility standards will apply to five important areas:

• Customer Service (2012)• Employment (2012 – 2017)• Information And Communications (2012 – 2025)• Transportation (July 2011 – 2017 Public Transit)• Built Environment (effective January 2015)

AODA Background

How Accessibility standards become law:•Standards Development Committees (SDCs) draft proposed accessibility standards for the five key areas•Proposed accessibility standards put forward for public review•Feedback incorporated•Final proposed accessibility standards submitted to Minister of Community and Social Services (MCSS) •Within 90 days all, part, or revisions of proposed accessibility standards enacted as legislation

Customer Service Standard • First standard to become regulation came into

force January 1, 2008• Designated Public Sector compliance by

January 1, 2010• Other providers of goods and services

compliance by January 1, 2012• Applies to all organizations and businesses with

one or more employees

Customer Service Standard Requirements:1.Establish policies, practices and procedures on providing programs and services to people with disabilities.2.Use reasonable efforts to ensure that your policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.3.Conforms to all aspects of the Human Rights Code

Customer Service Standard Requirements:

4.Set a policy on allowing people to use their own personal assistive devices to access your programs and services.5.Communicate with a person with a disability in a manner that takes into account his or her disability.


6.Allow people with disabilities to be accompanied by their guide dog or service animal in those areas of the premises you own or operate that are open to the public, unless the animal is restricted in areas governed by other laws (e.g., health protection) If a service animal is excluded, use other measures to provide services to the person with a disability.


7.Permit people with disabilities who use a support person to bring that person with them while accessing programs or services that are open to the public or third parties.8.Where program fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.


9.Provide notice when facilities or services that people with disabilities rely on to access your programs or services are temporarily disrupted (e.g., ramps or elevators are not in service; programs cancelled).10.Train staff, volunteers and any other people who interact with the public or other third parties on your behalf, on a number of topics as outlined in the customer service standard.


11.Train staff, volunteers and any other people who are involved in developing your policies, practices and procedures on the provision of programs and services on a number of topics as outlined in the customer service standard.


12.Establish a process for people to provide feedback on how you provide programs or services to people with disabilities and how you will respond to any feedback and take action on any complaints. Make the information about your feedback process readily available to the public.

Who needs Accessibility?You can’t always tell when someone has a disability.

Disabilities come in many forms:•Visible•Non-visible•Permanent•Non-permanent

Types of Disabilities People can have one or a combination of the following:• physical disabilities• vision loss• deafness or being hard of hearing• intellectual or developmental disabilities• learning disabilities• mental health disabilities• other disabilities

General Tips for Service Interaction: • “May I help you?” - People with disabilities may know if

they need help and how you can provide it• Speak directly to the person, not to a support person• Not everybody with the same disability experience the

same things. Don’t make assumptions. People are not required to tell you about their disabilities

• Take time to get to know what the needs are and focus on meeting those needs, just like you would with any other individual

General Tips for Service Interaction: • Remember - some disabilities are not visible• Everyone has a range of needs and preferences and

so do people with disabilities• If you can’t understand what someone is saying,

politely ask him/her to repeat it• You may want to ask if the information you are

conveying needs to be repeated• Ask, “Do you understand this” or, “Do you need some

assistance with this?”

General Tips for Service Interaction:

Physical Disabilities• Not everyone with a physical disability requires a

wheelchair. People with arthritis, heart or lung conditions or amputees may also have trouble moving or standing

• Ask before you help then describe what you are doing or going to do or wait for their instructions


Physical Disabilities• Do not lean on or touch the person’s assistive device

(wheelchair, walker, cane)• In some situations, inform the person about

accessible features in the immediate environment (automatic doors, accessible washrooms, elevators, ramps)


Vision Loss• Few people with vision loss are totally blind. Many

have limited vision, tunnel vision, or see only outlines or the direction of light, and may need to use a magnifying glass, large print, Braille, white cane or guide dog.

• Don’t assume the person can’t see you.


Vision Loss• Don’t touch them without asking permission• Offer your elbow and walk slowly identifying barriers

or hazards• Don’t touch the service dog he/she is working!


Deaf, Oral Deaf, Deafened or Hard of Hearing• People who are profoundly deaf may identify

themselves as deaf or oral deaf.• A person may use a hearing aid, hearing ear dog,

amplification device, TTY, etc.• Attract the person’s attention before speaking and

face them directly


Deaf, Oral Deaf, Deafened or Hard of Hearing• Don’t shout• A well lit area helps for those who read lips• If a person is using a hearing aid, reduce background

noise or move to quiet area


Deafblind• A person who can neither see nor hear - to some

degree• Usually will have an intervener or support person• May use a service animal, communication board,

Braille, TTY


Deafblind• Identify yourself to the intervener when you approach

an individual who is deafblind but speak directly to the individual as you normally would

• Don’t assume what a person can or cannot do. They may explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with him/her.


Intellectual Disabilities• As always – be respectful• Don’t assume what a person can or can not do• Use plain language and speak naturally and clearly• Make sure the individual understands – may ask

directly, “do you understand this?”


Intellectual Disabilities• Provide one piece of information at a time• Ask if they would like the information repeated• You may also ask that the person repeat what they

have said.• If a support person is present, speak directly to the

individual – not the support person.


Learning Disabilities• Describes a range of information processing disorders

that can affect how a person acquires, retains, expresses, organizes or uses verbal or non-verbal information (e.g., dyslexia, dysgraphia – problems in writing and fine motor skills)

• Doesn’t mean they can’t learn; it means they may learn in a different way


Learning Disabilities• May take longer to process, understand and respond• Speak naturally, clearly and directly to the person• You may not know they have a learning disability

unless you are told.


Learning Disabilities• If you can see that they need assistance, ask

them how you can help• Be prepared to explain any material you provide

for the person • Be patient and willing to explain something again,

if needed


Mental Health• Often not as visible as other disabilities and you

may not know that there are mental health issues unless you are informed of it

• May include schizophrenia, phobias, depression, bipolar, anxiety and mood disorders


Mental Health• Be confident and reassuring• Listen carefully and focus on the person’s needs• If person appears to be in a crisis, ask them to tell

you the best way to help• Keep in mind reactions are not connected to you

personally; the customer may simply be showing symptoms


Other – Language/Speech• May include a stutter, lisp, slur, etc.• Don’t assume that just because a person has this

disability, that they also have another• Give your customer what ever time they need to get

their point across• Where possible, ask questions that can be answered

with “yes” or “no”• Don’t interrupt; let them finish what they are saying

Barriers to Accessibility Architectural:Physical factors of buildings or spaces that makes accessibility difficult for an individual. For example…•Inaccessible restrooms•Narrow doorways/hallways•Inaccessible floors/rooms•Stairways/no elevator or ramp•Poor lighting•Cluttered areas

Barriers to Accessibility Attitudes:Negative attitudes can discriminate against people with disabilities. For example…

•Expectations related to appropriate behaviour •Social stigma of people with disabilities•Negative language or labels•Uneducated perspectives on people with disabilities•Fear of people with disabilities

Barriers to Accessibility Environmental:An item which affects the area an individual spends time in. For example…

•Excessive noise•Flickering lights•Fragrances which can cause an allergic reaction

Barriers to Accessibility Financial: Anything that may mean, at an organizational level, that a service is restricted or eliminated because of a lack of sufficient finances. For example…

•Lack of funding to provide extra staffing for outings and vacations

•Lack of funding to cover programs above and beyond basic services

Barriers to Accessibility

• Can you think of other barriers to accessibility?• What other barriers have the people we

support encountered? • How can we work together to overcome these

barriers?

Accessibility at KW HabilitationIntegrated Accessibility Standards Regulation:•General

– Policies – Multi-Year Accessibility Plan– Employee Training (as relevant to role)– Procuring or acquiring goods, services or facilities (N/A)– Self-service kiosks (N/A)

Accessibility at KW HabilitationIntegrated Accessibility Standards Regulation:•Information and Communication Standard

– Accessible formats and communication supports– Accessible websites and web content– Educational and training resources (N/A)– Emergency procedures, plans or public safety

information

Accessibility at KW HabilitationIntegrated Accessibility Standards Regulation:•Employment Standard

– Recruitment, assessment and selection– Plans and processes

• Performance management or provide career development • Workplace emergency response information • Accommodation /RTW/ Modified Work

Accessibility at KW HabilitationIntegrated Accessibility Standards Regulation:•Transportation Standard (N/A)

– Conventional and specialized transit– Specialized transportation services– School boards – Hospitals, colleges and universities

Accessibility at KW HabilitationPolicies:•“Accessibility: Accessibility For Ontarians With Disabilities Act” – Services Policy Manual (SD 4.2)

•Emergency Preparedness & Response – Evacuation Section (Health and Safety Policy Manual Section 6.1)•Modified Work / Return to Work policies and practices (see Health and Safety Policy Manual)•Human Resources Policies (e.g., Employment Equity and Fairness – Section 1.6 ; Equal Opportunity – Section 4.1)

Accessibility at KW HabilitationEmployee Considerations - PracticesAccessibility considerations pertaining to the employment relationship.•Modified Work / Return to Work (policy and practice)•Safe Evacuation Process and Plan (policy and practices)•Recruitment / Selection / Promotion / Evaluation – implementing process that meet accessibility needs of staff and applicants (policies, practices and explicit statements)

Accessibility at KW HabilitationSample Recruitment/Selection Wording:

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, KW Habilitation will provide accommodations in the recruitment and selection process to applicants with disabilities. Applicants chosen to participate in the selection process should inform Human Resources of the nature of any accommodation(s) that may be required with respect to any materials or processes used to ensure their equal participation.

Accessibility at KW HabilitationEmployee Considerations - Training

•Customer Service Standard – “Public-facing staff” through on-line training– Managers/Supervisors – Management Day(s)– All Staff through orientation/training (nature of the work done)

•AODA overview– Ongoing training/orientation– “Equipping” staff to advocate/support persons in accessing

resources in the community


•Human Rights Training– All Staff through Orientation/Training – Annual Policy Review– On-Line Option– Staff Meetings


•Employer Practices– Policy Orientations/Trainings– Explicit information on postings, etc..– All Staff through orientation/training (nature of the work

done)– Policy Manual reviews– Health and Safety meetings/reviews

Accessibility at KW HabilitationCommunications

•Communicating Closures / Disruptions of Services – Website– Social Media– Radio– E-mail– Written / Posted Notices

•“Adverse Conditions” (HR Policy – 7.21)•Seasonal Memos regarding cancellation process


•Offering Different Formats– Recognizing we will need to respond to request for

information in different (i.e., more accessible) formats •Webpage

– Updating content– Meeting website Accessibility Standards:

2014 - WCAG 2.0 Level A 2021 - WCAG 2.0 Level AA


•Offering Accessible Information to Employees / Potential Employees

– Recruitment – Selection / Testing– Performance management, career development, and

redeployment– Awareness of Processes

Accessibility at KW HabilitationBuilt Environment

•Ongoing assessments/reviews of physical buildings by managers and staff•Infrastructure surveys (Operations Department)•Ongoing assessments of individual limitations/ restrictions (i.e., accessibility challenges)•Regular Health and Safety Inspections•Following New Building Code

Additional AODA Information:Ontario Regulation 429/07 made under the

Accessibility for Ontarians with Disabilities Act And Accessibility Standards for Customer Service

www.AccessON.ca/compliancewww.mcss.gov.on.cawww.e-laws.gov.on.ca

Human Rights Code : www.ohrc.on.ca

http://www.accesson.ca/compliance

http://www.mcss.gov.on.ca/

http://www.e-laws.gov.on.ca/

http://www.ohrc.on.ca/

Additional AODA Information:Training Resources - General:

http://www.accessforward.ca/http://www.accessforward.ca/trainingResources/ohrc

Training Resources - Human Rights Code :

http://www.ohrc.on.ca/en/learning/working-together-code-and-aoda

introduction to the accessibility for ontarians with disabilities act (aoda)

Documents