Accessible Customer Service Plan

Transcription

1 Accessible Custmer Service Plan December 2011

2 Affiliated Services fr Children and Yuth (ASCY) Diversity & Inclusivity Guiding Principles The fllwing plicies are t guide ASCY s custmer service delivery. These are fr all emplyees thse wh visit ur sites r use ur services, prgrams and supprts We will prvide equal access t gds r services be accessible e.g. facilities, website, etc. ffer appintments, training and meetings at varied times and in cmmunitybased lcatins have prfessinal educatin and netwrking pprtunities accessible t all wh wrk r live in Hamiltn and wrk with children and yuth ensure apprpriate prgrams and services are pen t all children, families and prfessinals wh wrk with children and yuth be respectful and sensitive t the needs f each persn supprt independence create a culture t make things pssible in a manner that supprts the persn s preferences, when pssible treat all peple with dignity Our Mandate ASCY exists fr the ptimal develpment f all children thrugh investment wrthy f the results. 2

3 Our Cmmitment We are cmmitted t prviding: cmmunity prfessinals and learners with the knwledge, resurces and current skills t supprt the ptimal develpment f all children families with the skills, knwledge and resurces t supprt the ptimal develpment f all children children s services that are: high quality integrated c-rdinated based n current best practices and evaluatin children s services that are: timely reflective f current best practices based n their individual needs and strengths family-centred and facilitate their ptimal develpment Our gal is t: prvide gds and services in a way that respects the dignity and independence f all peple give peple with disabilities equal pprtunity t access ur gds and services which: allws them t benefit frm the same services, in the same place and in a similar way as ther clients, members, etc. takes int accunt their preferences in the manner in which we assist them 3

4 Prviding Gds & Services t Peple with Disabilities We are cmmitted t excellence in serving all thse including thse with disabilities wh: enter ur sites use ur prgrams and services Cmmunicatin We will cmmunicate with peple with disabilities in ways that meet their needs. T ensure this, we will: access sign language and cultural interpreters when pssible and requested train staff prvide resurces t thse wh cmmunicate with clients, members and thers using ur sites and services n hw t interact and cmmunicate with peple with different types f disabilities i. Telephne Services T meet client needs, we will: prvide fully accessible telephne service t ur clients, members and thse using ur sites and services train staff t cmmunicate ver the telephne in clear and plain language and t speak clearly and slwly ffer t use , TTY r ther mdes f cmmunicatin that are accessible t bth ur staff and thse we are cmmunicating with ii. Assistive Devices Assistive devices may include: canes wheelchairs 4

5 TTY ther devices T meet the needs f thse using assistive devices wh use ur sites and services, we will train staff n: the different types f assistive devices hw t use assistive devices at ur sites: TTY wheelchair access buttns at main drs accessible washrms small magnifying devices at receptin and the Prfessinal Resurce Library (PRL) member area The main site lcatin at 526 Upper Paradise Rd. is wheelchair accessible with sidewalk ramps wheelchair access buttn at the main dr wheelchair accessible washrm Our Early Wrds lcatin at 1160 Upper Paradise Rd. is wheelchair accessible with wheelchair access buttn at the main dr, hwever, there are n wheelchair accessible washrms n-site. iii. Invicing We will prvide accessible invices t all ur clients and members. We will: prvide invices in different frmats when requested hard cpy electrnic cpy large print answer questins abut the cntent f the invice by 5

6 telephne in persn by appintment Service Animals We welcme peple with disabilities wh are accmpanied by a service animal. They are welcme in the areas that are pen t the public and ther third parties. We will train all staff, vlunteers and thers dealing with the public in hw t interact with thse accmpanied by a service animal. Supprt Persns We welcme peple with disabilities wh are accmpanied by a supprt persn. A supprt persn is smene wh is helping r supprting a persn with a disability and is recgnized by the persn with a disability as their supprt persn. At n time will a persn with a disability be prevented frm having access t their supprt persn while at ur site. Fees will nly be charged t supprt persns fr meals r materials if this part f the fee fr individuals attending training, events, meetings r functins. We will infrm ur clients, members and thers wh use ur sites abut ur plicy regarding supprt persns: thrugh a ntice psted n ur sites Prfessinal Educatin Brchure prmtinal flyers/infrmatin fr events 6

7 Prfessinal Resurce Library Membership Guidelines newsletters r e-newsletters Accessible Custmer Service Plan psted n ur Agency website. Ntice f Temprary Disruptin If there is a disruptin in access t ur sites r services, we will pst ntices: at the public entrances f the site affected at r as apprpriate n the Prfessinal Educatin Calendar at The ntices will clearly state: the reasn fr the disruptin the expected length f time f disruptin where clients may access services, if available Emergency Planning In an emergency, ur first pririty is the safety f emplyees and visitrs using ur buildings. Evacuatin Prcedure The fllwing steps will be taken in an emergency situatin in which individuals need t leave the building. 1. Individuals attending training events and thse using the Prfessinal Library Services are required t sign-in. 2. Generally, a staff representative is present fr client visits r meetings. 3. During business hurs, receptin keeps a lg f emplyees present in the building. 7

8 4. Staff will help thse in their immediate area and guests (clients, members, thse attending meetings) t leave the building and ensure everyne is well away frm the building. a. In the event the ASCY main site needs t be evacuated, the RG lcatin at 536 Upper Paradise Rd. can be used as a temprary place f shelter and vice versa if the circumstances allw. b. In the event the EW site needs t be evacuated, individuals can meet at the nrthwest crner f the parking lt. 5. During ff-hurs, staff will survey their immediate area and the entire building t ensure everyne has left the premises (i.e.: ffice area, washrms, meeting rms, etc.) 6. Staff will clse ffice, meeting rms, washrm drs, etc. as they exit the building. 7. If there is a fire, staff will pull the fire alarm and/r call Any Managers n-site are respnsible t ensure emplyees and visitrs safely exit the building. 9. If an emplyee feels he/she requires additinal supprt r assistance t exit safely in an emergency situatin, the emplyee s immediate Manager will develp a plan t help this emplyee and discuss the plan with thse wh wuld be invlved. 10. Any visitrs wh request a cpy f the Evacuatin Prcedure will be given a cpy f the infrmatin in the manner r frmat which wrks best fr that individual. The infrmatin will be prvided in a prmpt manner, hwever, in sme circumstances, there may be a delay f up t 24 business hurs t present the infrmatin in the requested frmat. 8

9 Training fr Staff Affiliated Services fr Children and Yuth (ASCY) will prvide training t emplyees, vlunteers and thers wh deal with the public r ther third parties n ur behalf. Individuals in the fllwing psitins will be trained: Managers Prfessinal Educatin Cnsultants Early Literacy Specialists Prject Staff Prfessinal Resurce Librarians & Prgram Supprt Administrative Supprt/Receptin/Intake Persnnel Speech & Language Pathlgists Family Supprt Wrker Early Childhd Visin Cnsultants Cmmunicative Disrders Assistants Cmmunity Screeners Bard f Directrs Third-Party Cnsultants/Trainers (presenters, independent cntractrs wrking with the public) Vlunteers wh are under the direct respnsibility f ur Agency Students n placement with the Agency This training will be: prvided within 1 mnth f beginning with the Agency part f the rientatin prcess r during a grup training sessin, if available All emplyees will be asked t sign a frm stating they have: read the Affiliated Services fr Children and Yuth (ASCY) Accessible Custmer Service Plan 9

10 read ther training materials lcated n the ASCY/Early Wrds (EW) shared server, r cmpleted a grup training sessin as utlined belw Training will include: the purpse f the Accessibility fr Ontarians with Disabilities Act, 2005 the requirements f the custmer service standard hw t interact and cmmunicate with peple with varius types f disabilities hw t interact with peple with disabilities wh use: an assistive device a service animal a supprt persn hw t use TTY r ther assistive devices available n-site t help prvide gds r services t peple with disabilities what t d if a persn with a disability is having difficulty in accessing gds and services the Agency s plicies, prcedures and practices relating t the custmer service standard Please nte: a cmplete verview f the infrmatin cvered in the grup presentatin is utlined in the Appendices. Vlunteers and independent cntractrs wh deal with the public r third parties will be asked t sign a frm stating they have: read the ne-page handut highlighting infrmatin frm the Affiliated Services fr Children and Yuth (ASCY) Accessible Custmer Service Plan If an emplyee r thers dealing with the public n behalf f Affiliated Services fr Children and Yuth (ASCY) have any questins abut the Accessibility Standards fr 10

11 Custmer Service legislatin, please cntact the staff presenter r Directr f Organizatinal Effectiveness. Staff will als be trained n an nging basis when changes are made t these plicies, practices and prcedures. Feedback Prcess The ultimate gal f ASCY is t meet and surpass the expectatins f clients, members and thers we serve wh have disabilities. We welcme and appreciate cmments n hw well we are meeting thse expectatins. Feedback regarding the way we prvide gds and services t peple with disabilities can be made: by verbally in writing by using the suggestin bx lcated in the ASCY Prfessinal Resurce Library thrugh ur feedback frm n ur website All feedback will be sent t the Directr f Organizatinal Effectiveness. Anyne wh gives feedback will hear back in 3 t 5 business days. Cmplaints will be addressed using ur regular cmplaint prcedures. 11

12 Mdificatins t this r ther Plicies We will develp custmer service plicies that respect and prmte the dignity and independence f peple with disabilities. N changes will be made t this plicy befre cnsidering the impact n peple with disabilities. Any plicy f Affiliated Services fr Children and Yuth (ASCY) that desn t respect and prmte the dignity and independence f peple with disabilities will be mdified r remved. Questins abut this Plicy This plicy exists t achieve service excellence t ur clients, members and thers we serve with disabilities. The Directr f Organizatinal Effectiveness will respnd t any questins abut this plicy. In Clsing Our Agency cnsiders this a wrk in prgress as we cntinue t learn and build ur awareness, knwledge and capacity in prviding gds and services t individuals with disabilities. 12

13 Backgrund Appendix A In May f 2008, Affiliated Services fr Children and Yuth (ASCY) participated in a pilt Diversity Assessment with the Hamiltn Centre fr Civic Inclusin (HCCI). We frmed a wrking grup t make recmmendatins abut hw we culd be mre inclusive. We develped Guiding Principles fr Diversity and Inclusivity fr ur Agency. These have recently been adapted t align with the cre principles f the Accessibility Standards fr Custmer Service (Ontari Regulatin 429/07). The Diversity/Inclusivity Wrking Grup remains active within ur rganizatin. They are becming familiar with the new legislatin which cmes int effect n January 1, Tgether we will bring ur Guiding Principles and the legislatin t life as the wrking grup, alng with the agency as a whle, will cntinue t: increase ur knwledge enhance ur plicies implement practices What is the Accessibility Standards fr Custmer Service Legislatin? The Accessibility Standards fr Custmer Service (Ontari Regulatin 429/07) came int effect n January 1, The Act states that if yu are a prvider f gds r services and have ne r mre emplyees in Ontari, yu are required t cmply with the regulatin. Public sectr rganizatins such as hspitals, schls, municipalities, clleges and universities were required t cme int cmpliance with the Act by January 1, Nn-prfit rganizatins, private businesses and ther service prviders are required t cme int cmpliance by January 1,

14 The Accessibility Standards fr Custmer Service legislatin is part f a brader Act the Accessibility fr Ontarians with Disabilities Act, 2005 (AODA). This brader Act is wrking twards making Ontari accessible fr peple with disabilities by 2025 and includes: custmer service transprtatin emplyment infrmatin and cmmunicatins built envirnment - buildings and ther structures The intent f the Accessibility Standards fr Custmer Service is t: fster an appreciatin fr the unique and individual needs f peple with disabilities prvide gds and services in a manner that meets the client s needs t the best f ur ability The Accessibility Standards fr Custmer Service invlves: develping and dcumenting plicies, practices and prcedures n prviding gds r services t peple with disabilities ensuring the plicies, practices and prcedures are available t the public training staff, independent cntractrs, vlunteers and thers wh deal with the public prtcls and practices n dealing with peple with disabilities wh: have service animals use a supprt persn use assistive devices have ther cmmunicatin preferences 14

15 prviding infrmatin n hw we will ntify the public f any temprary disruptin t services ways clients, members and thers can give feedback n gds and services prvided and hw we will respnd t the feedback in a timely manner 15

16 APPENDIX B Accessibility Training fr Affiliated Services fr Children and Yuth: Facilitatr s Guide 1. Handuts: Awareness Quiz, Training Resurce Bklet, Tip Sheets, Test Yur Knwledge Quiz, Evaluatin Frm. Ensure everyne in attendance has signed in with name and date. Awareness quiz n the table fr participants t d as they arrive. Opening questins fr discussin: a. Hw much d yu knw abut disabilities? b. Hw much d yu knw abut serving peple with disabilities? c. What are sme cmmn perceptins abut peple with disabilities? d. Hw knwledgeable are yu n the rights f peple with disabilities? Take up Awareness Quiz. Pints t cnvey as yu take up the quiz : Remving Barriers: A majr barrier fr peple with disabilities is attitudes. Remving physical barriers is a start and can be the easiest t remve. Building accessibility int the life and peratin can help avid cstly accessibility mistakes r the creatin f unintentinal barriers. Statistics: abut ne in seven (1.85 millin) Ontarians has a disability. Over 47% f peple ver the age f 65 have disabilities. As the general ppulatin ages, the number f peple with disabilities will increase. Spending Pwer: Custmers with disabilities frm a significant cnsumer grup with a spending pwer f $21-25 billin a year (Ryal Bank f Canada). Peple 16

17 with disabilities like t eat ut, wrk, travel and enjy retirement. With disabilities is an untapped labur market ptential. Training Resurce Guide fr Small Businesses and Organizatins. Briefly utline the guide and highlight frm pages 10-11, the lime green statements f the rganizatin s duties and bligatins under the Act. Pwer pint presentatin. Stp and pause as needed t ensure everyne understands r has any thughts r questins. Let participants knw that the tip sheets bklet prvided as a handut is frm the website recmmended tips. Have participants take a few minutes t g thrugh the tip sheets and discuss with a partner which nes they felt were mst relevant t them r thse n which they felt they needed mre training r infrmatin. Take up as a grup discussin. Test yur knwledge quiz. Give participants 5-10 minutes t cmplete. Fllw-up questins t encurage discussin and learning while taking up the quiz: What pints std ut fr yu the mst during tday s presentatin? Hw can yu/we imprve service fr custmers r clients with disabilities? What d we d well in terms f serving clients using the principles f dignity, independence, integratin and equality f pprtunity? Next Steps? Recmmendatins? Yur suggestins are imprtant, s please fill in the evaluatin frm and indicate any additinal thughts r cncerns. Als, cntact Jyce Minten r me if yu think f anything else after yu have left tday. 17

18 Direct participants t: Ontari.ca/AccessON fr mre infrmatin and resurces as well as Serve-Ability fr mre training. Highlight and shw the CD Let s Talk that is als available fr participants t watch (enhanced training), ther resurces: fr PwerPint r radi versins, Ontari Nn-prfit Netwrk/ Enabling Nn-prfits Ontari fr webinars, chats and resurces. Hand in attendance and evaluatins t Directr f Organizatinal Effectiveness. Fllw-up with feedback in evaluatins. Training Outline fr E-Learning: 1) The Directr f Organizatinal Effectiveness will meet with new emplyees t review Agency and Human Resurce plicies and prcedures. Included in this will be a time scheduled fr yu t cmplete n-line Accessibility Standard Training. 2) One cpy f the Serve-Ability- Transfrming Custmer Service DVD will be made available at ASCY ffices and ne cpy will be lcated at Early Wrds in their respective Health and Safety areas. The End User Agreement is lcated n the ASCY shared drive fr yu t read prir t cmmencing the DVD. 3) Cpies f the Accessibility Tip Sheets are lcated in the main ffice areas f each site and als in the ASCY Resurce Library. It is suggested that yu have the tip sheets n hand t review thrughut yur e-learning sessin (the tip sheets are als lcated in the Resurce Sectin f the DVD). 4) Please set aside ne hur fr yur training in a cmfrtable, quiet envirnment withut interruptin. 5) Questins t ask yurself while ging thrugh the training: What pints std ut fr yu the mst during tday s presentatin? 18

19 What can yu/we d t imprve service fr custmers r clients with disabilities? What d yu think we d well in terms f serving clients r custmers using the principles f dignity, independence, integratin, and equal pprtunity? Next steps? Any recmmendatins? Yur suggestins are imprtant s please be sure t reprt any additinal thughts r cncerns. Please let us knw if there is anything else we can prvide t supprt yur educatin in this area. 6) Yu may want t stp the presentatin frm time t time t write dwn any questins, cncerns r feedback yu may have n the Standard. 7) When yu have cmpleted yur e-learning, be sure t read and sign the Declaratin Frm that will be prvided. Please give the cmpleted frm with any recmmendatins t the Directr f Organizatinal Effectiveness. 8) Yu can als access Ontari.ca/AccessON fr mre infrmatin and resurces. We als have Let s Talk, an additinal resurce and DVD which highlights the impact f this Standard n individuals with a disability and is highly recmmended viewing. 19