City of Brandon Employee Training Todays Agenda The Legislation The Accessibility for Manitobans Act The Customer Service Standard Regulation The MB Human Rights Code and Reasonable Accommodation ID: 935489
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Slide1
Accessible Customer Service
City of Brandon
Employee Training
Slide2Today’s Agenda
The Legislation
The Accessibility for Manitobans Act
The Customer Service Standard RegulationThe MB Human Rights Code and Reasonable AccommodationThe City’s Accessibility PolicyAccessible Customer Service BasicsCity processes, procedures & resources
Slide3Employee Guide to Ensuring Accessible Customer Service
Slide4Today
about 1 in 6 Canadians –
or 5.3 million – lives with a disability.
By 2030, that number will grow to 1 in 5, due in large part to our aging population.
Slide5How Can I Help You?
Part 1 – What Does Disability Mean to You?
Video Link Part 1
Slide6The
Accessibility
for Manitobans Act (AMA)
Slide7The 5 Standards of the Act
Customer
Service
Information and Communications Built Environments Employment
Transportation
Employee Guide Page 3
Slide8Accessible Customer Service Standard
Review
physical barriers
Consider communication needs of customers Allow service animals
Allow
assistive
devices
Inform
customers about our accessibility policies and procedures
Employee Guide Page 4
Slide9Accessible Customer Service Standard
Inform our customers when accessible services aren’t available
Invite customer feedback
Understand The Human Rights Code and provide reasonable accommodations Train staff on accessible customer service Employee Guide Page 4
Slide10Customer Service Standard Obligations
Identify, remove and prevent barriers
to accessible customer service, by having policies and practices that address:
Barrier-free AccessCommunications
Employee Guide Page 4
Slide11Customer Service Standard Obligations
Identify, remove and prevent barriers
to accessible customer service, by having policies and practices that address:
3) Service Animals4) Assistive Devices
Employee Guide Page 4
Slide12Customer Service Standard Obligations
Sharing our policies and procedures
Disruption
of Accessibility Services
Employee Guide Page 4
Slide13Customer Service Standard Obligations
7)
Feedback Process
8) Employee Training, including the Human Rights Code.
Employee Guide Page 4
Slide14The Manitoba Human
Rights Code
is the most important law in addressing discrimination
Employee Guide Page 5
Slide15Reasonable Accommodation
A reasonable accommodation is an adjustment made to a system based on a person’s proven need that makes the system fair for that person.
Employee Guide Page 5
Slide16City of Brandon
Policy #3012: Accessibility Policy
The City of Brandon believes in inclusion and commits that it will:
ensure equal access and participation for all people, regardless of their abilities; treat all people in a way that allows them to maintain their dignity and independence; identifying, removing and preventing barriers; and, meet the requirements of The Accessibility for Manitobans Act.
Employee Guide Page 6
Slide17Provincial Inspectors
Provincial Inspectors
Verify information and records
conduct investigationsThe City must provide what is requestedThe City’s Accessibility Coordinator must be informed of all inspection requestssubsequent actionsEmployee Guide Page 6
Slide18How Can I Help You?
Part 2 - Barriers to Accessibility
Video Link Part 2
Slide19Barriers to Participation
…
may be
structural… may affect information and communication… may be improved or made worse by new technology… may be accidental or systemic when they are a result of policies and common practices
…
Attitudes
can be the greatest barrier of all!
Slide20Accessible Customer Service Tips
Slide21Be prepared to provide seamless customer service:
Be ready to problem solve barriers
Use adaptive technologies
Be solution focusedIdentify and remove barriersKnow your service alternativesFocus on the customer’s needs and how your service can meet them
Employee Guide Pages 7 & 8
Slide22Accessibility Barriers and Tips to Address Them
Mobility Barriers – Page 9
Dexterity Disabilities – Page 9
Communications barriers affecting persons who are blind or have a visual impairment – Page 10
Slide23Accessibility Barriers and Tips to Address Them
Communications barriers affecting persons who are hard of hearing, deafened or deaf – Page 10
Communications barriers affecting persons who are deaf-blind – Page 11
Barriers to understanding – Page 12
Slide24Accessibility Barriers and Tips to Address Them
Barriers created by mental health issues – Page 12
Service Animals are Welcome – Page 13
Helping Customers with Assistive Devices – Page 13Helping Customers Accompanied by a Support Person – Page 14
Slide25Break/Exercise
Lip Reading Exercise
Sighted Guide Exercise
Coffee time one-handed – bell on one wristSimulation gogglesHearing “protection”
Slide26How Can I Help You?Part 3 – Providing Accessible Customer Service
Video Link Part 3
Slide27City of Brandon Procedures
Step by step instructions
Slide28Slide29Slide30Slide31The Accessibility Survey
Objectives
Employee Training
Reviewing accessibility issuesAccessible informationDocumentationAccessibility feedbackAccessibility devicesPlanning public events
Slide32The Accessibility Survey
Objectives
Signage
ParkingAccessible Washrooms
Slide33Employee Training Objective
To have all City of Brandon employees trained to a level of awareness about accessibility issues so that they can provide good customer service in all cases
.
Slide34Employee Training Objective
To encourage a problem-solving, solution-focused attitude – providing Accessible Customer Service is the responsibility of all City of Brandon employees.
Slide35Slide36Checklist for Identifying Barriers
Checklist to:
Evaluate a situation
Identify potential solutionsHelp by:Calling 729-2186Emailing ACS@brandon.ca Provide details
Employee Guide Page 16
Slide37Reviewing Accessibility Issues
A process to review accessibility issues in existing and proposed City of Brandon:
Facilities
PropertiesProgramsPracticesServices
Slide38Reviewing Accessibility Issues
When an accessibility issue is identified:
CityWorks
Review and correction by appropriate departmentReview and correction through Accessibility Coordinator
Slide39Accessible Information
In this photograph three workers are at the
Grand Valley Road dike setting up a large pump
to move water over the dike and back to the Assiniboine River.
Slide40Accessible Information
Plain language
Aligning
the text to the leftFont size of at least 12Using Arial or other sans serif fontArial vs Times New Roman Good contrast – black and white
Slide41Active Offer
This publication is available in alternate formats upon request.
Or
Disability accommodations are available by advance request. Or Dietary accommodations are available by advance request. Plus
For
more information, please contact:
Accessible City Services
410 – 9th Street
Brandon MB Phone: 204-729-2186
R7A 6A2 email: acs@brandon.ca
Employee Guide Page 20
Slide42Documentation
Minutes of meetings
Accessibility
surveyCity of Brandon Accessibility PlanPublished materialTraining curriculumRecords of training programs
Slide43Accessibility Feedback
Encouraging feedback
www.Brandon.ca/contact-us
Enquiry line 204 729-2186City CouncilCity Clerk’s Office 2207Council meetingsCommunity Question PeriodFormal delegation
Slide44Accessibility Devices
Ensuring availability
Elevators
Automatic door openersLarge print signsBraille signsRampsElectronic devices
Slide45Planning Public Events
Review location
Access to parking
Access to the buildingAccess in the building
Slide46The Accessibility Survey
Objectives
Signage
ParkingAccessible Washrooms
Slide47Manitoba Suppliers of Accommodation Services
American Sign Language Interpreter
Services
Computerized Note-Takers/ Captionists IntervenersBraille & alternate
formats
Audio format
E-text
Personal care attendant
Slide48Employee Guide
to
Providing Accessible
ServiceHard copy available for each officeElectronic version is available:Employee Self-Service – Company Documents (https://ess.brandon.ca/AvantiSelfService/)City Intranet – Commonly Used Forms, Policies & Procedures Document Library (
http://city.brandon.ca/SitePages/Home.aspx
)
City Website –
www.Brandon.ca/accessibility/accessibility-overview
Slide49Additional Material
Following the class please take a few minutes to review the
Employee Guide to Providing Accessible Service
in detail.
Slide50“…
In
our community, accessibility to City services affects all of us. Whether you live with a disability or know someone who has experienced barriers due to illness, injury or age, you will have become aware of the impact and significance of
accessibility…”Message from Accessibility Champion, Mayor Rick Chrest
Employee Guide Page 2
Slide51Review
What was something you learned today that you hadn’t realized before?