The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”)

The Customer Service Standard

January 2012

Agenda1. Goals of Training2. Introduction

– The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”)– The Customer Service Standard

3. Barriers4. Providing Goods and Services to Persons with Disabilities5. Assistive Devices – Service Animals and Support Persons6. Difficulty Accessing Goods and Services7. Policy Review

Goals of TrainingTo provide you with an understanding of:

– AODA and the Customer Service Standard; – Common barriers to serving people with disabilities;– How to help customers who use assistive devices;– Best practices on how to serve customers with various

disabilities;– What to do when a customer with a disability needs help

accessing the goods and services of our Company.

IntroductionUnder AODA the government is developing mandatory accessibility standards that will work to identify, remove and prevent barriers for people with disabilities in key areas of their daily living such as the physical environment, communication, employment, transportation and customer service.

Introduction (cont’d)The Customer Service Standard is based upon the theory that customers with disabilities may have different needs than persons without disabilities and, as such, it is necessary to find the best way to help them access the services of our Company.

Introduction (cont’d)

There are four components to achieving compliance with the Customer Service Standard:

– Policy, Practice and Procedural Requirements;– Operational Requirements;– Training Requirements; and– Special Requirements for companies with 20 or more

employees.

Introduction (cont’d)All employees, volunteers and contractors who deal directly with the public or other organizations in offering the goods and services must be trained on the Customer Service Standards.

Four Core Principles

1.1. DignityDignity

2.2. IndependenceIndependence

3. Equal 3. Equal OpportunityOpportunity

4. 4. Integrative Integrative MannerManner

Four Core Principles

• Provide goods and services to persons with disabilities with DignityDignity – ensure that a person with a disability can maintain his/her self-respect. Do not treat a person with a disability as an afterthought or force them to accept lesser service.

• Allow a person with a disability to maintain IndependenceIndependence when providing goods and services to them – do not make assumptions that a person with a disability is not capable of independence.

Four Core Principles (cont’d)

• Provide service to a person with a disability in an IntegrativeIntegrative mannermanner – allow the person to benefit from the same service, in the same manner and in the same or a similar way to other customers.

• Allow for Equal Opportunity Equal Opportunity – provide a person with a disability the same opportunity as others to benefit from the way in which our Company provides service.

The following slides address some of the various types of disabilities and provide you with some tips for providing customer service to persons with these disabilities in a manner that is conscientious of the four core principles.

Dignity, Independence, IntegrativeDignity, Independence, Integrative, Equal Opportunity Equal Opportunity

Four Core Principles

Attitude• Perhaps the most difficult barrier to overcome because it is

hard to change the way people think or behave.• Some people don’t know how best to communicate or

provide service to those who have visible or invisible disabilities.

• There is a fear that they will offend an individual with a disability.

Barriers

Architectural or Structural Barriers• May result from design elements of a building such as

stairs, doorways, the width of hallways and even the layout of rooms.

Barriers

Information and Communication Barriers• Some elements can make it difficult for people to receive or

convey information– A person that is hearing impaired can not

communicate with a standard telephone.– Small print size and low contrast can make it difficult

for a person that is visually impaired to read signs.– The use of language that isn’t clear can cause

difficulty for people with intellectual disabilities.

Barriers

Technology• The presence or lack of technology can prevent people

from accessing information.• Everyday tools such as computers, telephones and other

aids can all present barriers if they are not set up with accessibility in mind.

Barriers

Systemic Barriers• An organization’s policies, practices and procedures can

restrict people with disabilities

Barriers

Providing Goods and Services to Persons with Disabilities

General tips on providing service to customers with disabilities include the following:

1. Be patient. If you are not sure what to do, ask your customer “Do you require any help?”

2. Speak directly to the person with the disability, not to his or her support person or companion.

3. Avoid stereotypes and make no assumptions about what type of disability or disabilities a person may have.

4. With some kinds of disabilities it may take a little longer to understand and respond. A good start is to listen carefully.

5. Do not touch or speak to service animals – they are working and must pay attention at all times.

6. Do not touch assistive devices, including wheelchairs, without permission.

Providing Goods and Services to Persons with Disabilities (cont’d)

Types of Disabilities• Vision Loss• Hearing Loss• Deafblind• Physical Disabilities• Mental Health Disabilities• Intellectual or Developmental Disabilities• Learning Disabilities• Speech or Language Disabilities

Vision Loss

• Vision loss reduces a person’s ability to see clearly. Few people with vision loss are totally blind. Many have limited vision such as tunnel vision or a lack of central vision.

• Vision loss can restrict our customers’ ability to read signs, see whiteboards/TV screens, or see hazards. Some of these customers may use a guide dog or white cane, but others may not.

Types of Assistive Devicescustomers with vision loss might use

• Braille• Large Print• Magnification Devices• White Cane• Guide Dog• Support Person such as a sight guide

Best practices for interacting and communicating with customers with vision loss

• Do not assume customers with vision loss cannot see you.• When providing directions or instructions, be precise and

descriptive.• If you need to leave your customer on their own, let him or her

know you are leaving and that you will be back.• Identify yourself when you approach your customer and speak

directly to him or her even if accompanied by a support person.

Best practices for interacting and communicating with customers with vision loss

• When providing printed information, offer to read or summarize.• Use your normal speaking voice; visually impaired people are

not necessarily hearing impaired.• Do not touch customers with vision loss without first asking

permission; offer your elbow to guide them if needed.

Hearing Loss

• People who have hearing loss may be deaf, deafened, oral deaf or hard of hearing.

• Oral deaf is a person who was born deaf or became deaf before learning to speak, but is taught to speak and may not typically use American Sign Language.

Types of Assistive Devicescustomers with hearing loss might use

• Hearing Aid• Paper and Pen• Personal Amplification Device (e.g. Pocket talker)• Teletypewriter (TTY)• Hearing ear dog• Support person such as a sign language interpreter

Best practices for interacting and communicating with customers with hearing loss

• Attract the customer’s attention before speaking by a gentle touch on the shoulder or with a gentle wave of your hand.

• Ask how you can help. Do not shout to try to make yourself understood.

• Make sure you are in a well-lit area and do not put your hands in front of your face when speaking. Some people read lips.

Best practices for interacting and communicating with customers with hearing loss

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

• Look at and speak directly to your customer. Address your customer, not the interpreter or support person.

• If your customer uses a hearing aid, reduce background noise or move to a more quiet area.

Deafblind

• A person who is deafblind can neither see nor hear to some degree. Many people who are deafblind will be accompanied by an intervener, a professional who helps with communication.

Best practices for interacting and communicating with customers who are deafblind

• Do not assume what a person can or cannot do. Some people who are deafblind have some sight or hearing, while others have neither.

• A customer who is deafblind is likely to explain to you how to communicate with him or her.

• Speak directly to your customer.• Do not suddenly touch a person who is deafblind or touch them

without permission.

Physical Disabilities

• There are many different types and varying degrees of physical disabilities, not all of which require a wheelchair.

• People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting.

• It may be difficult to identify a person with a physical disability.

Types of Assistive Devicescustomers with physical disabilities might use• Elevator• Mobile Devices (e.g. wheelchair, scooter, walker, cane,

crutches)• Support Person

Best practices for interacting and communicating with customers with physical disabilities

• If you need to have a lengthy conversation with someone in a wheelchair or scooter, consider sitting so that you can make eye contact.

• Ask before you help. People with physical disabilities often have their own ways of doing things.

Best practices for interacting and communicating with customers with physical disabilities

• Do not touch items or equipment, such as canes or wheelchairs, without permission.

• Respect your customer’s personal space. Do not lean over them or on their assistive device.

Mental Health Disabilities

• Mental health disability is a broad term for many disorders that can range in severity.

• Mental health issues can affect a person’s ability to think clearly, concentrate or remember things.

• A person with a mental health disability may have hallucinations (e.g., hearing voices, seeing or feeling things that aren’t there), depression or acute mood swings (e.g., from happy to depressed with no apparent reason for the sudden change).

Best practices for interacting and communicating with customers with mental health disabilities• Treat a person with a mental health disability with the same

respect and consideration you have for everyone else.• Be patient.• Be confident and reassuring. Listen carefully and work with

your customer to try to meet their needs.• If someone appears to be in a state of crisis, ask him/her to tell

you the best way to help them.

Intellectual or Developmental Disabilities

• People with intellectual or developmental disabilities, such as Down Syndrome, may have difficulty doing many things most of us take for granted.

• These disabilities can mildly or profoundly limit a person’s ability to learn, communicate, socialize and take care of their everyday needs.

• You may not know that someone has this type of disability unless you are told.

Types of Assistive Devicescustomers with intellectual disabilities might use

• Speech generating devices – used to pass on a message using a device that “speaks” when a symbol, word or picture is pressed

• Communication boards (e.g., a Bliss Board) – used to pass on a message by pointing to symbols, words or pictures

• Service Animal• Support Person

Best practices for interacting and communicating with customers with intellectual disabilities

• Do not make assumptions about what a person can or cannot do.

• Use plain language.• To confirm that your customer understands what you have said,

consider asking the person to repeat the message back to you in his or her own words.

Best practices for interacting and communicating with customers with intellectual disabilities

• If you cannot understand what is being said, simply ask again.• Provide one piece of information at a time.• Be supportive and patient.

Learning Disabilities

• Refers to a variety of disorders that can affect how a person acquires, organizes, expresses, retains, understands or uses verbal or non-verbal information.

• Having a learning disability does not mean a person is incapable of learning. Rather, it means they learn in a different way.

• Examples include dyslexia (problems in reading and related language-based learning), dyscalculia (problems in mathematics), or dysgraphia (problems in writing and fine motor skills).

Best practices for interacting and communicating with customers with learning disabilities

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

• Speak naturally, clearly, and directly to your customer.• Be patient and allow extra time if necessary – people may take

a little longer to understand and respond.• Remember to communicate in a way that takes into account the

customer’s disability.

Speech or Language Disabilities

• Some people have problems communicating because of their disability. Cerebral palsy, hearing loss or other conditions may make it difficult for persons with these disabilities to pronounce words or may cause slurring or stuttering.

• The disabilities above may also prevent the person from expressing themselves or prevent them from understanding written or spoken language. Some people may use a communication board or other assistive devices.

Best practices for interacting and communicating with customers with language disabilities

• Do not assume that because a person has one disability, they also have another. For example, if a customer has difficulty speaking, it does not mean they have an intellectual or developmental disability as well.

• Ask your customer to repeat the information if you do not understand.

Best practices for interacting and communicating with customers with language disabilities

• Ask questions that can be answered “yes” or “no” if possible.• Try to allow enough time to communicate with your customer as

they may speak more slowly.• Be patient. Do not interrupt or finish your customer’s

sentences. Wait for them to finish.

Review Question

A person with profound hearing loss might use which of the following assistive devices to communicate with you

a) Hearing Aidb) Pen and Paperc) Support person such as a sign language interpreterd) Personal Amplification Device (eg. Pocket talker)e) All of the above

Review Question

Best practices for serving a customer with a speech impairment include all of the following except

a) Ask your customer to repeat the information if you do not understandb) Ask questions that can be answered “yes” or “no” if possiblec) Try to allow enough time to communicate with your customers as they may

speak more slowlyd) Help by anticipating what they will say and finishing their sentences

Review Question

A customer with a developmental disability enters your workplace. As you assist the customer it is important that you:

a) Use plain language and speak in short sentencesb) Be supportive and patientc) Provide one piece of information at a timed) All of the above

Review Question

Which of the following is not a best practice for providing excellent customer service to a customer who has vision loss?

a) Don’t touch or speak to service animals. They are working and need to pay attention at all times

b) Don’t identify landmarks or other details to orient your customer to the environment around him or her

c) Don’t assume the individual can’t see youd) Don’t touch your customer without first asking permission (eg. Take their arm

to guide them)

Support for Persons with Disabilities – Assistive Devices

• An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting.

• It helps the person to maintain their independence at home, at work and in the community.

• There are a variety of assistive devices that some of our customers may use, depending on their disability. Many will use personal assistive devices, meaning they are provided and brought along by the individual.

Assistive Devices - Service Animals

• Think of a service animal as an animal with a job to do for a person with a disability.

• People with vision loss may use a guide dog, but there are other types of service animals as well.– Hearing alert animals help people who are deaf, deafened, oral

deaf or hard of hearing. – Other service animals are trained to alert an individual to an

oncoming seizure.

Assistive Devices – Service Animals (cont’d)

• Under the Customer Service Standard, service animals must be allowed on parts of the premises that are open to the public, unless the animal is otherwise excluded by law (i.e. a restaurant kitchen).

Assistive Devices – Service Animals (cont’d)

• Under the Customer Service Standard, an animal is a service animal if it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or if the person has a letter from a physician or nurse verifying that the animal is required for reasons relating to his or her disability.

Assistive Devices – Service Animals (cont’d)

• If it is not obvious that the animal is a service animal, you are not required to allow the animal on the premises if the person does not have a letter from a physician or nurse, or an identification card from the Ministry of the Attorney General.

• Remember that a service animal is not a pet. It is a working animal.

• Avoid touching or addressing service animals – they are working and must pay attention at all times.

• If you are not sure if the animal is a pet or a service animal, ask your customer.

Best practices for interacting and communicating with customers with a service animal

Assistive Devices – Service Animals (cont’d)

• How do I serve a customer if their animal is not allowed on the premises because of another law?

Assistive Devices – Service Animals (cont’d)

Where an animal is excluded by law from the premises, consider explaining why the animal is excluded. Explore or discuss with your customer another way of providing goods or services. For example:

• Bring goods or services to the person in a part of your premises where the animal is not restricted.

• Offer a safe location where the service animal can wait, if the person is able to be separated from the animal while obtaining the service, and offer assistance to the person with a disability while he or she is separated from the service animal.

Assistive Devices - Support Persons

• A support person is an individual hired or chosen to accompany a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to goods or services.

– The support person can be a paid personal support worker, volunteer, a friend or a family member.

• Welcome support persons into our Company.

– Customers with disabilities must be allowed to use their support persons while accessing our services on our premises.

• A customer with a disability might not introduce their support person. If you are not sure which person is the customer, take your lead from the person using or requesting the services or simply ask.

• Once you have determined who your customer is, speak directly to them, not to their support person.

• If you are discussing confidential matters with your customer, make sure they want the support person present.

Best practices for interacting and communicating with customers with a support person

Review Question

Many customers with disabilities will have/use their own personal assistive devices, such as wheelchairs, scooters or walkers. It is important that you:

a) Not touch or handle your customers assistive devices without permissionb) Not move your customers assistive device out of their reachc) Not leave your customers in an awkward, dangerous or undignified position

such as facing a wall or in the path of opening doorsd) All of the above

Review Question

Which of the following should you not do when serving a customer with a disability?

a) Speak directly to your customer, not to his or her personal support personb) Grab the arm of your customer with vision loss to pull him or her in the

direction you are movingc) If the customer uses a hearing aid, reduce background noise or move to a

quieter aread) Ask your customer to repeat any information you didn’t understand when it

was said the first time

Review Question

Which of the following should you not do when serving a customer who uses an assistive device, service animal or support person?

a) Speak directly to your customerb) Pet a service animal because it is so cute and you love animalsc) Request permission to move your customers wheelchaird) Be aware of how to use specific assistive devices offered in your workplace

Difficulty Accessing Goods or Services

What can I do to help my customer access services?

• All customers have their own specific needs or preferences. Being positive, flexible and open to suggestions will help to create an excellent customer experience. An excellent starting point is to ask your customer how you can help them access our goods or services.

Difficulty Accessing Goods or Services (cont’d)

Often, excellent customer service for people with disabilities can be achieved through simple and effective solutions to challenges. For example:

• A customer is in a wheelchair and cannot enter the office because of the step at the door. You could offer assistance to the customer at the door or you can escort them so they may enter though the side doors of the building.

• A customer is deaf and does not have a sign language interpreter with him. Ask the customer, in writing, if using a pen and paper to communicate would be a good way to serve him or her.

• Our doors do not have automatic door openers, so please be prepared to open the door if required.

• Refer persons with disabilities to the feedback procedure with respect to feedback.

Difficulty Accessing Goods or Services (cont’d)

AODA Customer Service Standards

• XYZ Company Ltd. has implemented a policy pertaining to the Customer Service Standard.

• XYZ Company Ltd. strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

AODA Policy Review (cont’d)• XYZ Company Ltd. is committed to excellence in serving all

customers including people with disabilities and we will carry out our functions and responsibilities in the following areas: – Assistive devices - We are committed to serving people who

need assistive devices to obtain, use or benefit from our goods and services.

– Communication - We will communicate with people with disabilities in ways that take into account their disability.

AODA Policy Review (cont’d)

Service animals• We are committed to welcoming people with disabilities who

are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.

AODA Customer Service Standards(cont’d)Support persons• We are committed to welcoming people with disabilities

who are accompanied by a support person. • At no time will a person with a disability who is

accompanied by a support person be prevented from having access to his or her support person while on our premises.

AODA Customer Service Standards (cont’d)Notice of temporary disruption• In the event of a planned or unexpected disruption to

services or facilities or services usually used by people with disabilities, XYZ Company Ltd. will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

• The notice will be placed at the main entrance of our building.

AODA Customer Service Standards (cont’d)

Training• XYZ Company Ltd. will provide training to employees

who deal with the public or other organizations on behalf of XYZ Company Ltd. and all those who are involved in the development and approval of customer service policies, practices and procedures.

• This training will be provided to employees during their orientation to the Company.

AODA Policy Review (cont’d)Training will include• An overview of the Accessibility for Ontarians with Disabilities Act,

2005 and the requirements of the customer service standard.• How to interact and communicate with people with various types of

disabilities.• How to interact with people with disabilities who use an assistive

device or require the assistance of a service animal or a support person.

• What to do if a person with a disability is having difficulty accessing XYZ Company Ltd.’s services.

AODA Policy Review (cont’d)Feedback process• The ultimate goal of XYZ Company Ltd. is to meet and surpass

customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

AODA Policy Review (cont’d)• Customers who wish to provide feedback on the way XYZ Company

Ltd. provides goods and services to people with disabilities can e-mail John Doe at jdoe@xyzcompanyltd.com and can expect to hear back within 48 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.

AODA Policy Review (cont’d)Modifications to this or other policies• Any policy of XYZ Company Ltd. that does not respect and promote

the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our goods and services will be modified or removed.

Questions about this policy• This policy exists to achieve service excellence to customers with

disabilities. If anyone has questions about this policy kindly contact John Doe at 905 222 3333 or email jdoe@xyzcompany.com .

Questions and Answers

• Questions? Feel free to ask!

Thank You!

Thank you for your participation in the AODA Customer Service Standard Training Program.