ACT Age-Friendly Business Awards

Transcription

1 < > ACT Age-Friendly Business Awards GUIDELINES Page 1 of 10

2 Table of Contents Introduction... 3 Eligibility... 3 Selection criteria... 3 Assessment process... 4 Why nominate?... 4 Timeline... 4 Lodgment of nomination forms... 5 Nomination validity... 5 Assistance with submissions... 5 Terms and conditions... 6 References... 7 Accessibility... 7 APPENDIX A: Examples of Age-friendly business practices... 8 Page 2 of 10

3 Introduction Wealth and consumer buying power has become increasingly concentrated in the older age groups. Business will need to tap into this market to remain competitive. The ACT Age-friendly Business Awards recognise businesses that provide a service that is relevant, respectful and appropriate for older customers. The key objectives are to: Recognise the efforts and achievements of businesses that provide an age-friendly service to older customers; Raise the business and community profile of their age-friendly achievements; and Encourage excellence in the ACT Business Sector by promoting the benefits of providing quality service that considers the needs of older customers. Eligibility The Awards are open to all ACT businesses. There are separate award categories for small business employers (1-19 employees) and larger business employers (20+ employees) The nominated business must have been in operation for at least six months and must be operational at the time of the presentation of the Award. Nominees must be businesses with an Australian Business Number (ABN) offering goods or services for sale. Businesses that have been found to be in breach of ACT or Commonwealth law or the Human Rights Act 2004 (ACT) will be excluded. Employers may apply directly or be nominated by a customer. Selection criteria Nominations will be considered on how well a business can demonstrate that they have initiatives in place that benefit older customers including best practice examples in advertising, communication the physical environment, respect and encouraging customer loyalty. Examples are included in Appendix A. Page 3 of 10

4 Assessment process The judging panel will comprise representatives from business, community and government. Nominations will be judged against the selection criteria. Judges cannot be nominated for an award and are required to declare any conflicts of interest. Winners will be announced and presented with an award at an awards ceremony at the ACT and Region Chamber of Commerce and Industry Annual Dinner on 21 May Why nominate? The Award winner will receive: One year s annual membership to the ACT and Region Chamber of Commerce and Industry for small business employers (1-19 employees) or an equivalent contribution to on year s annual membership to the ACT and Region Chamber of Commerce and Industry for large business employers (20+ employees); A professional development course conducted by the Chamber (for one employee); A half page advertisement in B2B magazine, valued at $1200 (GST incl.) (tbc) A framed Award certificate for display in their business premises; Dinner and admission for four guests at the 2014 ACT and Region Chamber of Commerce and Industry Annual Dinner; Recognition in local media and on the Chamber of Commerce and Industry website; Use of 2014 Age-friendly Business Award Winner logo; and Opportunities to showcase your company to your business peers Timeline Nominations open: 3 March 2014 Nominations close: 14 April 2014 Awards and prizes announced and presented: 21 May 2014 Page 4 of 10

5 Lodgment of nomination forms Nominations forms should be submitted online at by 14 April Nominees are encouraged to provide supporting material with their submission, which may include: testimonials, photos, and newspaper clippings, audio visual and other relevant material. Where it is not convenient to produce supporting documentation in digital format, post to: ACT Age-friendly Employer Awards c/- ACT Office for Ageing GPO Box 158 CANBERRA ACT 2601 Online and postal nominations will receive a return confirmation notice within five business days of receipt. If you do not receive a confirmation notice, please contact the ACT Office for Ageing at communitypolicy@act.gov.au or at before 14 April Nomination validity To be valid, submissions must: Be provided with the knowledge and agreement of the nominee; Be lodged no later than 5pm 14 April 2014; and Comply with the published award eligibility, guidelines and conditions of entry. Assistance with submissions If you require assistance in preparing a nomination or need any further information about the awards, please contact the ACT Office for Ageing at communitypolicy@act.gov.au or on Page 5 of 10

6 Terms and conditions 1. The judges decision will be final and no correspondence or discussion will be entered into. 2. In lodging a nomination for the Age-friendly Business Award, the businesses and individuals submitting give permission for the ACT Government and ACT Region Chamber of Commerce and Industry to publish details of the entry for the purpose of promoting these Awards. 3. Any photographic film, either still or motion, will remain the property of the ACT Government and ACT Region Chamber of Commerce and Industry who shall have free and full rights to use the name, photograph or film or recommendation of any nominee for the purposes of promoting the Awards or age-friendly business practice. 4. Businesses and individuals lodging an award submission agree to be available to attend the Awards Ceremony on 21 May Entry is conditional upon confirmation of eligibility by the judging panel. 6. Entry into the ACT Age-Friendly Business Awards constitutes acceptance of all terms and conditions. 7. By lodging this submission the nominator affirms that the nominee has not been found to be in breach of Human Rights legislation or currently disputing a claim under this legislation. 8. The ACT Government and the Awards Coordinator will not be responsible for the improper delivery or non-arrival of awards material. Page 6 of 10

7 References 1. Doyle,V and Gallagher, E. (2013). Creating and Age-friendly Business in B.C., Ministry of Health, British Columbia, Canada. 2. New York Academy of Medicine (2013). Age-friendly Local Business Guidelines. Retrieved from 3. ACT Government (2013). ACT Chief Minister s Inclusion Awards, ACT Government, Canberra ACT. Retrieved from 4. ACT Government (2011). ACT Business Guide to Older Customers, ACT Government, Canberra ACT. Accessibility The ACT Government is committed to making its information, services, events and venues, accessible to as many people as possible. If you have difficulty reading a standard printed document and would like to receive this publication in an alternative format such as large print or audio please telephone (02) If English is not your first language and you require the translating and interpreting services please telephone If you are deaf or hearing impaired and require the TTY typewriter service please telephone (02) Page 7 of 10

8 APPENDIX A: Examples of Age-friendly business practices Advertising Use multiple advertising formats to target older customers e.g. print, television, radio, online. Include images of older people in promotional material. Communication Make information easy to see, including good contrast in images and text. Design websites that are easy to see, understand and use. Ensure information is available in different formats. Use large, clear fonts for signage, printed materials, and websites; translate information in other languages. Offer large, clear subtitles for videos, music, and other multimedia that is important to your business. Provide written instructions to customers in addition to verbal instructions. Avoid automated telephone answering services that require customers pressing multiple numbers before connecting to a live person. Where they are used, ensure recorded verbal instructions are delivered slowly and clearly and can be repeated. Be mindful of possible vision and hearing impairments and respond appropriately, such as reading labels and locating items. Where frail older customers are accompanied by a younger relative or carer, service staff speak directly to the customer. Speak clearly, and at an appropriate speed, while looking directly at the person. Offer a quiet space where customers can discuss their business or concerns in privacy. Where appropriate, offer audio recordings in offices, room numbers, departments, building directories, and elevator call buttons for hearing impaired customers. Page 8 of 10

9 Physical environment Minimise stairs, but when present, ensure they have sturdy railings and non-slip surfaces. Keep pavements and aisles wide and free of obstacles to accommodate walkers and wheelchairs. Provide disabled parking spaces near the entrance of your business premises Consider installing a ramp to improve access for people using a wheelchair or walker. For business premises with large display areas, provide a courtesy wheelchair. Avoid heavy doors or install automatic doors. Provide a place where customers can sit and rest and ensure chairs are comfortable, sturdy, of adequate height, and equipped with arms for people who need to push themselves up. Offer priority service or checkout counters for older people. Provide easily accessible toilets. Avoid loud in-store music and background noise. Avoid hard floor surfaces which increase noise (especially in restaurants) Provide adequate glare-free lighting at the entrance and throughout the business. Place products on shelves that are reachable, or readily offer assistance to reach items. Consider a policy of giving preferential service to frail older people who are queuing to pay or seeking assistance. Include bus information in your advertising and promotional material to assist older customers who use public transport to plan their journey. Provide a drop off/delivery service. Respect Older adults are treated with patience and understanding. Staff are trained to avoid condescending behaviours (e.g., speaking too loudly, speaking too familiarly as in calling someone dear, or showing visible impatience). Staff know how to address people s needs without stereotyping or drawing conclusions about people based on their age or other characteristics. Page 9 of 10

10 Staff have options for serving customers in a more comfortable way. Staff are rewarded for being respectful. Staff respond to errors and complaints promptly and courteously. Staff are trained to handle incidents such as falls or confusion while preserving the customer s dignity. Staff know how to recognise signs that a person needs help, or is being financially abused e.g. a person s bank card is being used by an accompanying person without the apparent approval of the older person. Offer assistance to customers when taking items to their cars. Be mindful of the possible limited income of many older customers and be ethical by not pushing unwanted or unneeded products or services on to older customer. Encouraging customer loyalty Consider removing all barriers to employing older customer service staff you may find that they have greater rapport with older customers and awareness of agespecific needs. Consider providing corporate support to older persons and seniors community organisations through financial sponsorship or by donating free or discounted goods and services. Consider becoming an ACT Seniors Card Program participating business or consider an in-house seniors rewards program e.g. seniors days discounts or specials. Sell food, products, and/or services that are tailored to older adults. Consider the product and service preferences of older customers e.g. smaller households, smaller incomes and smaller appetites. Offer extra customer service for older adults such as providing a drink of water if asked. Offer multiple payment options such as cash, EFTPOS, lay by, cheque or credit card. For more examples or for further information on age-friendly business practices, visit Page 10 of 10