Information and Training Guide
For
The Accessibility for Ontarians with Disability Act, 2005
- The Accessibility for Ontarians with Disabilities Act, 2005, requires public and private sector organizations to comply with mandatory standards that remove and prevent barriers to accessibility for people with disabilities;
- The Act forms part of the Ontario Provincial Government’s plan to ensure that people with disabilities are able to participate in and enjoy the opportunities available to people without disabilities, by the year 2025;
- Five (5) sets of mandatory standards are introduced under the Accessibility for Ontarians with Disabilities Act. The standards require public and private sector organizations to remove and prevent barriers to accessibility for customers and employees with disabilities.
Accessibility for Ontarians with Disability Act, 2005 (AODA)
What are the five (5) mandatory Standards established by the AODA?
The five (5) mandatory standards are:
- Customer Service Standard
- Information and Communications Standards} Integrated Accessibility
- Employment Standards} Regulation
- Transportation Standards}
- Built Environment Standards
Accessibility Standard for Customer Service (Ontario Regulation 429/07)
What is the Customer Service Standard?
- The Accessibility Standard for Customer Service is the first set of the 5 standards to come into effect. It “establishes accessibility standards for customers service and it applies to every designated public sector organization and to every other person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario.” (Reg. 429/07)
- Compliance date for public sector organizations – January 1, 2010
- Compliance date for all other organizations – January 1, 2012
Accessibility Standard for Customer Service
Who must comply with the Customer Service Standard?
- The Customer Service Standard applies to all people or organizations, both public and private, that:
- Provide goods or services either directly to the public or to other businesses or organizations, and
- Have one or more employees in Ontario.
Providers in the following Sectors are affected:
- Private
- Non-Profit, and
- Public, including provincial and municipal governments, universities, colleges, hospitals, school boards and public transportation organizations.
Accessibility Standard for Customer Service
What are the accessibility standard requirements for Customer Service?
Ontario Regulation 429/07 requires providers to ensure that their policies, practices and procedures contain the following principles:
- Establish policies, practices and procedures that respect the dignity and independence of persons with disabilities
- The provision of goods and services to persons with disabilities and others must be integrated to enable a person with disability to obtain, use or benefit from the goods or services
- Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services
- Establish a policy that supports people with disability in using their own assistive devices when accessing services
- When communicating with a person with a disability, do so in a manner that takes into account the person’s disability
- Providers of goods or services and or their agents must establish policies to ensure that a person with disability who is accompanied by a guide dog or other service animal is permitted to enter the premises with the animal and to keep the animal with him or her, unless:-
- The service animal is excluded by law from the premises and if so, the provider of goods or services and or its agent must ensure that other measures are available to enable the person with disability to obtain, use or benefit from the provider’s goods or services
- Establish policy that ensures that a person with a disability who is accompanied by a support person, that both persons are permitted to enter the premises together and the person with a disability is in no way prevented from having access to the support person while on the provider’s premises
- Only if a support person is necessary to protect the health and safety of the person with disability or the health and safety of others on the premises, that the provider of goods or services may request a person with disability to be accompanied by a support person.
Advance Notice & Compliance Requirement:
- Where there is a fee requirement for admission to the premises or in connection with a person’s presence at the premises, it is the responsibility of the provider of goods or services to provide advance notice about the amount payable in respect of the support person.
- The provider of goods or services is required to give notice of any temporary disruption of its services to the public and such notice must include reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any.
- Notice of temporary disruption may be posted at a conspicuous place on premises owned or operated by the provider of goods or services, on its website or by other reasonable methods
- Every designated public sector organization and every other provider of goods and services that has at least 20 employees in Ontario must prepare a document that sets out the steps to be taken with a temporary disruption and, upon request, shall give a copy of the document to any person.
- Every designated public sector organization and every other provider of goods and services that has at least 20 employees in Ontario must establish customers service standard policies and have copies available to be given to any person.
HOW DO WE RECOGNIZE SOMEONE WITH A DISABILITY?
- It is often common to think of disabilities as people who are in wheelchairs or who have physical disabilities that are easily visible and obvious. It is however important to note that disabilities could be invisible and as such, it is difficult to recognize someone who has a disability.
- Accessibility for Ontarians with Disabilities Act, 2005, defines disability as:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
- A condition of mental impairment or a developmental disability;
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan of the WSIB Act, 1997; (handicap)
- ATTITUDE: This is one of the most difficult barriers to overcome. Why? Because it is always hard to change the way people normally think or behave. Some people don’t know how to communicate with those who have visible or invisible disabilities. For example, they would assume that someone with a speech problem is also intellectually handicapped and would speak to them in the manner as if they are speaking to a child; or forming ideas about the person because of stereotypes or a lack of understanding. Some may knowingly or unknowingly offend the individual with disability by offering help, or they ignore or avoid people with disabilities.
- Architectural or Structural barriers may result from design elements of a building such as stairs, doorways, the width of hallways and or room layout
- Information and Communication barriers can make it difficult for people to receive or convey information. For example, a person who is Deaf cannot communicate via standard telephone. On the other hand, small print size, low color contrast between text and background, confusing design of printed materials and the choice of language that is unclear or not easy to understand are all barriers to communication.
- Technology, or lack of it, can prevent people from accessing information. Everyday tools like computer, telephones and other aids can all present barriers if they are not set up or designed with accessibility in mind
- Systemic barriers may result from an organization’s policies, practices and procedures if they restrict people with disabilities, often unintentionally – for example, a clothing store with a “no refund” policy and no way for someone in a scooter to enter the changing room.
WHAT IS MEANT BY “ACCESSIBILITY”?
“Accessibility” means creating the physical and institutional environment and enabling facilities that will reasonably ensure that persons with disabilities have equal opportunity to access your goods or services as any other person without disability.
Has the AODA replaces the Human Rights Code or any other Legislation?
The answer is simply No! The Accessibility for Ontarians with Disabilities Act has not replaced the Human Rights Code or any other Legislation that set mandatory standards for people with disabilities. In fact, the AODA reinforces the legal requirements of other Legislations providing accessibility for people with disabilities.
Other related Legislations
- Human Rights Code
- Ontarians with Disabilities Act
- The Blind Persons Act
- The Mental Health Act
Why should an employee be responsible under AODA?
- Simply put, as an employee you are the representative of the “goods and or services provider” (employer) on the job. It is you the employee who is always in direct face to face contact (interaction) on a daily basis with members of the public, including people with disabilities. And, it is for these specific reasons that the AODA requires an employer to ensure that its employees are properly trained in regards to the requirements under AODA , and that employees provide the goods and or services in such manner that people with disabilities are treated equally and are not left behind.
- It is also important to understand that the essential background to the AODA Legislation is premised on the recognition of “the history of discrimination against persons with disabilities in Ontario,” hence, the purpose of the Legislation being to benefit all Ontarians by:-
- Developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025; and
- Providing for the involvement of persons with disabilities, of the Government of Ontario and of representatives of industries and various sectors of the economy in the development of the accessibility standards.
Topnotch Employment Customer Service Standard Policy
PURPOSE: In recognition that there has been a history of discrimination against persons with disabilities in Ontario, the Accessibility for Persons with Disabilities Act was legislated for the purpose of benefitting all Ontarians by:-
- Developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025; and
- Providing for the involvement of persons with disabilities, of the Government of Ontario and of representatives of industries and of various sectors of the economy in the development of accessibility standards.
Topnotch Employment Customer Service Standard Policy
OBJECTIVE: The objective of this policy is to meaningfully demonstrate Topnotch Employment Services’ commitment to the purpose of the Accessibility for Persons with Disabilities Act (AODA) and in so doing, through the process of this policy and training manual to ensure that all of its employees who are involved in providing goods and or services to the public are reasonably equipped with the relevant knowledge and understanding of the purpose and requirements of the Act.
Topnotch Employment Services believes that there should equally be a moral responsibility for all individuals and organizations to conduct themselves and businesses in a manner that ensures equality of opportunities for all and specifically, providing accessibility for persons with disabilities. It is recognized that people with disabilities, along with their families and friends, travel, shop, do business, engage in community activities, send their children to local school and attend school events as everyone else. By providing service that welcomes people with disabilities, we can together offer professional service to everyone. By embracing the principle of treating all people with individual respect, dignity and courtesy, we are embracing the core values and objectives of excellent customer service.
In furtherance of its purpose and objectives, Topnotch Employment Services shall implement all necessary measures to ensuring that its employees who are involved in the delivery of goods and or services to the public receive the information and training that would enable them to perform such services in accordance with the Act. And, it is expected that all employees will comply with the requirements of the Act. In addition, Topnotch Employment Services is committed to work along with its clients and supports their every effort in ensuring workers’ education, understanding and compliance. Recent statistics reveal that over one million Canadians have some form of disability that makes it difficult for them to read conventional prints and over forty – seven percent of Ontarians over age 65 have disabilities.
Topnotch Employment Services by way of this policy statement expresses its entire commitment and support for the purpose of the legislation. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment and Transportation, and eventually, for the Built Environment.
TRAINING MODULE 1
Staff Training
Who must be trained?
- Every person who deals with members of the public or other third parties on behalf of the provider of goods and or services, whether the person does so as an employee, agent, volunteer or otherwise.
- Every person who participates in developing the provider’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties. (Ontario Regulation 429/07, s.6 (1)).
What training is required?
Training must include a review of the purposes of the Act, the requirements of Regulation 429/07, as well as instructions about the following:-
- How to interact and communicate with persons with various types of disability;
- How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;
What training is required continued:
- How to use assistive device or provide assistance;
- Process for receiving and responding to feedback;
Purpose of Training:
Employers have an obligation under Regulation 429/07 of the Act, to ensure that all employees who are responsible for the provision of goods or services to the public are trained about the requirements and implications of the Accessibility for Ontarians with Disabilities Act, 2005. Training is not only to make employees become aware of the existence of the Act, but to ensure that each employee obtains the requisite knowledge and understanding of his /her responsibilities in delivering services to the public without any form of discrimination whatsoever, and at the same time, ensuring that every member of the public, including people with disabilities is treated equally and with respect for their dignity and independence.
MODULE 2
UNDERSTANDING DISABILITIES
Disabilities can take different forms – They can be visible, hidden, and permanent, or may occur only at certain times. Some different forms of disabilities are:
- Deaf-blind
- Hearing
- Intellectual
- Developmental
- Learning
- Mental Health
- Physical
- Speech or Language
- Vision
It is important to understand that disabilities vary and that being hard of hearing is different from being deaf. Similarly, having a low vision is different from being blind. Anyone can experience a disability at any time. Disability may also result from an illness or an accident and sometimes, it could be as a result of old age.
GENERAL COMMUNICATION GUIDE
As you meet people with various disabilities, you may be reserved about how you should behave towards that person – Be yourself and relax!
Bear in mind that a person with a disability is a person first and foremost and that first point of contact will set the stage for the service relationship.
- Treat people with disabilities with respect, dignity and consideration.
- Be proactive and extend the courtesy and familiarity as you do to others.
- Smile, relax, and bear in mind that people with disabilities want to experience helpful customer service
- You may offer to shake hands when introduced.
- Do not make assumptions about the type of disability or disabilities a person has.
- Remember that some disabilities are not visible. Take time to get to know the person’s needs.
- Ask first if the person wants help and how you can help. Listen carefully and follow instructions.
Follow the person’s cues and ask questions if you are not sure. Do not be offended if someone declines your offer of assistance.
- Patience, optimism and a willingness to find a way to communicate are your best tools.
- Exercise patience. People with some kinds of disabilities may take a little longer to understand and respond.
- If you can’t understand what someone is saying, just politely ask again.
- Do not make assumptions! The person is the expert of what he/she needs and how you can provide it; and is the best judge of what he or she can do. Do not make decisions for him or her based on your assumptions. Do not leave the person out of a conversation or activity because you feel uncomfortable or fear that he/she will feel uncomfortable. Include him/her as you would include anyone else. Let it be his/her decision not to participate.
- Speak directly to a person with disability, not to their interpreter or someone who is with them.
- Use plain language and speak in short sentences
- Do not touch or address service animals – they are working and have to pay attention at all times.
- Ask permission before touching the wheelchair or a piece of equipment.
- Familiarize yourself with the emergency procedure for persons with disabilities.
MODULE 3
TIPS FOR SERVING PEOPLE WITH DIFFERENT FORMS OF DISABILITIES
DEAF – BLIND DISABILITIES:
A person who is deaf-blind cannot see or hear to some extent. This makes it difficult for them to access information and manage daily activities. They are often accompanied by an intervenor, a professional who helps with communicating. Intervenors are trained in special sign language that involves touching the hands of the client in a two-hand, manual alphabet or finger spelling, and may guide and interpret for their client.
Tips on Serving Customers who are deaf-blind:
- Don’t assume what a person can or cannot do. Some people who are deaf-blind have some sight or hearing, while others have neither.
- A person who is deaf-blind is likely to explain to you how to communicate with him/her or may give you an assistance card or a note explaining how to communicate with him /her.
- Speak directly to the person as you normally would, not to the intervenor.
- Identify yourself to the intervenor when you approach the person who is deaf-blind.
- Don’t touch or address service animals – they are working and have to pay attention.
- Never touch a person who is deaf-blind suddenly or without permission, unless it’s an emergency.
HEARING IMPAIRMENTS:
People who have hearing loss may be deaf or hard of hearing. People who are hearing impaired may require assistive devices when communicating. They may also use e-mail, pagers, TTY telephone service or Bell Canada Relay Service.
Tips on Serving Customers with Hearing Impairments:
- Try to find out what is the person’s preferred method of communication. The majority of people who are Deaf communicate with sign language, however, the majority of deafened adults do not.
- Attract the customer’s attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.
- Always ask how you can help. Don’t shout.
- Make sure that you are in a well lit area where the person can see your face.
- Ensure that you face the person. Speak clearly, slowly, and expressively, without exaggerating words. Address the person, not the interpreter.
- If necessary, ask if another method of communicating would be easier, for example a pen and paper.
- Don’t put your hands in front of your face when speaking.
- Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood.
- Any personal (e.g., financial) matters should be discussed in a private room to avoid other people overhearing.
- Be patient. Communication for people who are deaf may be different because their first language may not be English. It may be American Sign Language (ASL).
- If the person uses a hearing aid, try to speak in an area with few competing sounds.
INTELLECTUAL OR DEVELOPMENTAL DISABILITIES:
People with intellectual or developmental disabilities may have difficulty doing many things most of us take for granted. Such disabilities can mildly or profoundly limit one’s ability to learn. You may not be able to know that someone has this disability unless you are told, or you notice the way people act, ask questions or use body language.
Customers with an intellectual or developmental disability may understand more than you think. They will appreciate the respect and consideration that is shown to them.
Tips on serving Customers with Intellectual or Developmental Disabilities:
- Don’t assume what a person can or cannot do.
- Use plain language and speak in short sentences.
- Make sure the person understands what you’ve said.
- If you can’t understand what the person is saying, don’t pretend. Just ask again.
- Provide one piece of information at a time.
- Be supportive and patient.
- Speak directly to your customer, not to their companion or attendant.
LEARNING DISABILITIES:
Learning disabilities can present a host of different communications difficulties for people. It can be subtle, as in having difficulty reading, or it can be more pronounced. It can interfere with a person’s ability to receive, express or process information. You may not be able to know that someone has a learning disability unless you are told, or notice the way a person acts, asks questions or uses body language.
Tips on Serving Customers with Learning Disabilities:
- Exercise patience and a willingness to find a way to communicate.
- When you are aware that someone with a learning disability needs help, ask how you can best help.
- Speak normally, clearly, and directly to the person.
- Be patient and wait – people with some kind of learning disabilities may take a little longer to understand and respond.
- Explore options to provide information in a way that works best for the. For example, have a paper and pen handy.
- If you are dealing with a child, be patient, encouraging and supportive.
- Always be courteous and patient and the person will let you know how to best provide service in a way that works for him/her.
MENTAL HEALTH DISABILITIES:
There is the possibility that you may not recognize someone with a mental health disability, unless you are informed of it. Therefore, usually, it will not affect customer service at all.
However, if you recognize someone is experiencing difficulty in controlling his/her symptoms or is in a crisis, you may need to help out. Remember to be calm and professional and let the person tell you how you can best help.
Tips for Serving Customers with Mental Disabilities:
- Treat a person with a mental health disability with respect and consideration.
- Be confident and reassuring. Listen carefully and work with the person to meet his/her needs.
- If someone appears to be in a crisis, ask him/her to tell you the best way you can help.
PHYSICAL DISABILITIES:
There are many types and degrees of physical disabilities, and not all require a wheelchair. People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting. Sometimes, it may be difficult to identify a person with a physical disability.
Tips on Serving Customers with Physical Disabilities:
- Speak normally and directly to the person. Don’t to the person who is with them.
- Ask before you help. Remember, people with physical disabilities often have their own ways of doing things.
- Be patient and the person will identify his/her needs to you.
- Don’t touch any assistive devices, including wheelchairs, unnecessarily unless it’s an emergency.
- Inform persons with physical disabilities of the available accessible features of the immediate environment, for example, automatic doors, accessible washrooms, etc.)
- Keep ramps, accessible doors and aisles unblocked. Avoid putting displays in front of entrances. Make sure that there is a clear path of travel to shelves and display racks.
- Ask permission before you push a person’s wheelchair.
- Never touch a service animal that is on duty (i.e. wearing its halter).
- Be careful not to lean over someone in a wheelchair to shake another person’s hands
- Never rest your coat or drink on the desktop attached to someone’s wheelchair.
- People who use canes or crutches often need their arms for balance. If you are asked to assist, gently hold their arm or offer your arm for support.
- Be aware of reach limits for people who use wheelchairs or persons of short stature.
- When talking with someone who uses a wheelchair, sit at eye level. If that’s not possible, stand at a slight distance to facilitate eye contact and avoid straining of the neck.
- Ensure there are warning signs when the floors are wet. Watch that floor mats are not bunched up making the floor impassable for someone using a wheelchair.
SPEECH OR LANGUAGE IMPAIRMENTS:
Some people have problems communicating. It could be as a result of cerebral palsy, hearing loss, or another condition that makes it difficult to pronounce words, causes slurring or stuttering, or not being able to express oneself or understand written or spoken language. Some people who have severe difficulties may use communication boards or other assistive devices.
Tips on Serving Customers with Speech or Language Impairments:
- Just because a person has one disability doesn’t mean they have another. For example, if a person has difficulty speaking; don’t assume they have an intellectual or developmental disability as well.
- If you don’t understand, ask the person to repeat the information.
- If you are able, ask questions that can be answered “yes” or “no”.
- Be patient and polite, and give the person whatever time he/she needs to get his/her point across.
- Don’t interrupt or finish the person’s sentences. Wait for them to finish.
- Always remember patience, respect and a willingness to find a way to communicate are your best tools.
VISION DISABILITIES
Vision disabilities reduce one’s ability to see clearly. Very few people are totally blind. Some have limited vision such as tunnel vision, where the person has a loss of peripheral or side vision, or lack of central vision, which means they cannot see straight ahead. Some can see the outline of objects while others can see the direction of light.
Impaired vision can restrict ones ability to read signs, locate landmarks or see hazards. In some cases, it may be difficult to tell if a person has a vision disability. Others may use a guide dog or a white cane.
Tips on Serving Customers with Vision Disabilities
- Identify yourself when you approach the person and speak directly to him or her.
- Speak normally and clearly.
- Never touch the person without asking permission, unless it’s an emergency.
- If you offer to assist, wait until you receive permission.
- Offer your arm (the elbow) to guide the person and walk slowly.
- Don’t touch or address service animals.
- If you are giving directions or verbal information, be precise and clear. For example, if you are approaching a door or an obstacle, say so.
ENVIRONMENTAL DISABILITIES – Tips for Serving People with Environmental Disabilities
- Many people are affected by fragranced products. The fumes or fragrance can trigger severe reactions.
- A recommendation would be to use non-scented products including, deodorants, anti -perspirants, perfumes, aftershave, leave-in hair products, lotions and hand creams.
- Avoid the use of fragrant or scented products.
- Maintain good ventilation and overall good indoor air quality.
- Use posters to remind members of the public to also avoid the use of fragrances and scented products.
TALKING ON THE PHONE – TIPS FOR TALKING ON THE PHONE
- Speak normally, clearly and directly.
- Don’t worry about how the caller’s voice sounds. Concentrate on what’s being said.
- Be patient, don’t interrupt and don’t finish the individual’s sentences. Give the individual time to explain him/herself
- Don’t try to guess what the individual is saying. If you don’t understand, don’t pretend. Just ask again.
- If you’re not certain what was said, just repeat or rephrase what you’ve heard.
- If the individual has great difficulty communicating, suggest you can call back when it’s convenient to speak with someone else.
MODULE 4
SERVICE ANIMALS AND GUIDE DOGS:
- Service animals, such as guide dogs, offer independence and security to many people with various disabilities. These animals provide services that help people function with greater self-sufficiency; prevent injuries; and summon help in a crisis.
- If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services will ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.
If a service animal is excluded by law from the premises, the provider of goods or services shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the services. (Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07, Ontario Ministry of Community and Social Services.)
- The individual service standard requires a provider to ensure that a person is permitted to be accompanied by his /her guide dog or other service animal in the areas of their premises that are open to the public or third parties. This means that the provider must allow the animal onto the premises and allow the person with disability to be accompanied by the animal.
AODA defines a Service Animal as …
- A dog trained as a guide for a blind person and having the qualifications prescribed by regulations under the Blind Person’s Rights Act
- An animal that is readily apparent as being used for purpose relating to a disability, or
- An animal for which the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
- Service animals are permitted in most public situations; however they are prohibited by law in areas such as food preparation areas.
- Service animals are generally highly trained and well behaved. You may ask the person to remove the animal if it is not under control.
- New types of service animals are being trained such as miniature horses for people with vision loss and animals that effectively reduce anxiety for people who have some forms of mental illnesses.
MODULE 5
SUPPORT PERSON
AOADA defines a Support Person as “Support person means, in relation to a person with a disability, another person who accompanies him/her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.” A support person may be a paid professional, a volunteer, a family member, or a friend.
Requirements of the Customer Service Standard
- Free access for the support person is not required but there must be an advance notice of any fee charged.
- Consent may be required if confidential information will be disclosed in support person’s presence.
If a person with a disability is accompanied by a support person, the provider of goods or services shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.
The provider of goods or services may require a person with a disability to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.
MODULE 6
CHOOSING THE RIGHT WORDS:
- Use inclusive language. Do not attach labels to people with or without disabilities
- Avoid putting the word “the” before the term for the disability – “The blind”, “the deaf”, and “the disabled” are not acceptable
- Categorizing individuals and putting them into subgroups takes away the individuality and the dignity of the person.
- Always avoid negative , disempowering words, like “victim”, “sufferer”, “afflicted”
- Use “accessible “parking and not “disabled” parking.
MODULE 7 – ACCESSIBILITY ICONS
- Access is available for people with limited mobility, including wheelchair users.
- A telephone device or number is equipped to support a teletypewriter for communication for people who are deaf, hard of hearing or speech-impaired.
- A venue provides hearing augmentation or access, which may include induction loop, FM and infrared systems.
- A telephone has a handset with amplified sound and/or adjustable volume controls.
- A television program or videotape is closed captioned for people who are deaf or hard of hearing.
- Sign language interpretation is provided for a lecture, tour, performance, conference or other program.
- Attempts have been made to allow access for people who are blind or have low vision; this could be used for guided tours or museum exhibitions, for example.
- Printed material is available in Braille.
- Services are adapted to meet the needs of people with partial sight.