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HomeMy WebLinkAboutCAO 01-09City o PICKERING REPORT TO Executive Committee Report Number: CAO 01-09 Date: January 12, 2009 .,. From: Thomas J. Quinn Chief Administrative Officer Subject: Customer Service - Accessibility Standards for Customer Service Policy - Accessibility for Ontarians with Disabilities Act (AODA) - Ontario Regulation 429/07 - Customer Service Policy - File: A-3150/A-3100 Recommendation: 1. That Report CAO 01-09 regarding Customer Service and the Accessibility Standards for Customer Service Standards be received; 2. That Council approve policy ADM 160, Customer Service; 3. That Council approve policy ADM 90, Accessibility Standards for Customer Service 4. That the appropriate Officials of the City of Pickering give effect thereto. Executive Summary: The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario Legislature with the goal of creating standards to improve accessibility across the province. The AODA allows the government to develop specific standards of accessibility that are designed to help make Ontario more accessible. The first standard that has been developed is the Accessible Customer Service Standard which came into force on January 1, 2008. This standard outlines what organizations must do in order to ensure that customer service is accessible to everyone, including people with disabilities. All public sector organizations with more than 20 employees must comply with the standard by January 1, 2010. A team of City staff have worked together to ensure relevant policies and procedures are in place in order to meet the standards. For a status summary of each policy and procedure, please refer to Appendix I. While the City has had Customer Service Best Practices in effect for numerous years, the timing is now appropriate to formalize our service standards into policy format. Much consideration was given to incorporating our existing policy with our Customer Service Accessibility Standards policy. It was determined that matters were significant enough in nature to warrant individual policies. This will assist us in our staff training and awareness initiatives. 01 Report CAO 01-09 January 12, 2009 Customer Service Page 2 n9 Council is requested to approve the Customer Service Policy (Attachment 1) and the Accessibility Standards for Customer Service Policy (Attachment 2). Financial Implications: $18,500 - 2009 Budget Accounts 2129 Customer Care $12,500 Training Costs - Account 2129.2392 Consulting & Professional 3,500 Promotional & Training Supplies - Account 2129.2396 Photo Mapping & Printing $16,000 Sustainability Implications: Implementing the Accessibility Standards for Customer Service will indirectly affect all of our Sustainable Pickering objectives. Education and awareness is a key component of the Sustainable Pickering Journey. It is important for our residents to understand what sustainability means and how we all need to work together to become a more sustainable community. With the new .accessibility standards in place, more residents will have an opportunity to learn about what they can do in their day-to-day lives, to share their sustainable practices and ideas and to participate in environmental and social events. Accessibility Standards for Customer Service will help the City work towards having a healthy society. With more residents able to access information, and become involved in City programs and services, we are ensuring that a broader range of our community is being served. These standards allow us to reach a demographic of our population that we may not have been successful at including in the past, thus furthering our mission to become a more sustainable, socially cohesive community. Background: On June 13, 2005, the Accessibility for Ontarians with Disability Act, (AODA) received Royal Assent, and is now law. The purpose of the Act is to "develop, implement and enforce accessibility standards in order to achieve accessibility for all Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025." Accessibility Standards are to be developed in the following five areas: 1. Customer Service (Ontario Regulation 429/07 into effect January 1, 2008) 2. Transportation (under review with the Province - no action required to date) 3. Information and Communication (released November 17, 2008 for public comment) 4. Built Environment (under review with the Province - no action required to date) 5. Employment (under review with the Province - no action required to date) For a summary of each standard please refer to Attachment 3. Detailed information on each standard can be found on Access Ontario's website: www.accesson.ca CORP0227-07/01 revised Report CAO 01-09 Customer Service January 12, 2009 Page 3 03 The AODA applies to both public and private sectors. As a municipality, the City of Pickering must comply with Ontario Regulation 429/07 by January 1, 2010. The private sector must comply by January 1, 2012. In order to meet the requirements of the regulation the City must establish policies and processes governing the provision of its goods and services to persons with disabilities and it must provide training to its employees on delivering customer services to people with disabilities. The Regulation states that failure to comply can result in a fine of not more than $100,000 for each day or part of day on which the offence occurs or continues to occur. The City of Pickering has a team of staff who have been working towards meeting the requirements of The Accessibility Standards for Customer Service, Ontario Regulation 429/07. The Standard requires the following from all public sector organizations: 1. Policies & Procedures - establish policies, practices & procedures on providing goods or services to persons with disabilities. 2. Use of Assistive Devices - set a policy on allowing people with disabilities to use their own personal assistive devices, or to use any that the City may provide to access goods and services. 3. Core Principles - use reasonable efforts to ensure that all policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity. 4. Communication - communicate with a person with a disability taking into account his or her disability. 5. Training - train staff, volunteers, contractors and third parties who act on our behalf as outlined in the Standard. All training must be complete by January 1 2010. 6. Service Animals - allow guide dogs or service animals to accompany persons with disabilities into all public areas. 7. Support Workers - permit support persons to accompany persons with disabilities into all public areas. Provide notice if any admission charge would apply to the support worker. 8. Service Disruptions - provide notice in advance of facility closures or service disruptions, and how long.the disruption is expected to last. 9. Feedback Process - establish a procedure for persons with disabilities to provide feedback on how you provide goods or services; how you will respond to feedback; and how you will take action on complaints. The staff team has completed all of the relevant policies and procedures, and retained the services of Accessibility Experts to conduct a portion of our training, and review all of the policies and procedures to ensure compliance. We are pleased to advise that all documents comply with the Act, and are consistent with the principles of dignity, integration, equal opportunity and independence. All documents have also been CORP0227-07/01 revised Report CAO 01-09 I! , Customer Service Page 4 reviewed and are fully supported by the Pickering Accessibility Advisory Committee. Documents will be available to the public and will be posted on the City's Accessible Pickering website link. A summary chart of the work undertaken to-date is attached as Attachment 4. Attachments: 1. Customer Service Policy (ADM 40) 2. Accessibility Standards for Customer Service Policy (ADM 90) 3. AODA Standards Overview 4. Accessibility Standards for Customer Service - Summary Chart Prepared By: y Hod d's on Manager, Customer & Administrative Services jh Approved/Endorsed By: Thoydas"J. Quiri,pj Chief Administrative Officer Recommended for the consideration of Pickering City Council , A Th'o , s J. Quirt , RD CM '6hief Administrative Officer The remainder of training will be completed in 2009. This will include full-time, part- time, term, volunteers, and those who provide service on our behalf will be completed in part by our training service provider, and the remainder will be completed in-house. See Attachment 4 page 4 for additional information. January 12, 2009 CORP0227-07101 revised CL? Oo ICKERING 1ATTACHMML--TO REPORT' 0 ? r CITY POLIC05 Policy Title: CUSTOMER SERVICE Policy Number: ADM 160 Reference: Date Originated: Date Revised: January 2009 Approval: Chief Administrative Officer Policy Objective The City of Pickering provides services to our citizens, businesses and other community stakeholders. Every effort will be made to ensure we provide cost-effective, citizen- centred service that is accessible, timely, knowledgeable, competent, courteous, caring and fair. The policy will set out standards and procedures to meet our customer service objectives. Index 01 Definitions 02 Training 03 Response Timelines 04 Feedback 05 Accessibility Standards 01 Definitions 01.01 Customers a) all staff b) Mayor & members of Council c) other political representatives d) citizens and visitors to the City of Pickering e) businesses f) volunteers and agents recognized by the City g) all community stakeholders 06 01.02 Service Level Standard - A standard defining customer service best practices 01.03 Accessibility Standards - Ontario- regulation 429/07 created under the Accessibility for Ontarians with Disabilities Act, 2005, (AODA) which provides for standards to enhance the accessibility of an organization. 02 Training Customer service training is the cornerstone of our customer service program. All employees (including full time, part-time, term and temporary) receive training on the City's customer service program. Customer service training is included in our employee orientation sessions. Training is based on our service level standards including: • customer care values • telephone/voicemail standards • email standards • correspondence standards • complaint resolution • accessibility standards 03 Response Timelines In order to ensure effective response timelines to citizen requests, concerns or enquiries the service expectations have been determined for the following categories and outlined in Appendix 1. • mailed or faxed correspondence • email standards • telephone and voicemail • complaint resolution 04 Feedback Customer feedback is an integral component of our service delivery program at the City of Pickering, providing us opportunities to learn and improve. We value feedback about our programs and services and recognize the right of our citizens to make a complaint, compliment or suggestion about our services. We are committed to using customer feedback to improve/enhance our service delivery. All customer feedback is monitored by our Customer Care Centre, tracked, and responded to. Policy Title: Customer Service Page 2 of 5 Policy Number: ADM 160 07 05 Accessibility Standards The City will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles: 05.01 The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities. 05.02 The provision of goods or services to persons with disabilities and to others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable the person with a disability to obtain, use or benefit from the goods or services. 05.03 Persons with disabilities must be given an opportunity equal to that given to others to obtain, use or benefit from the goods or services. 05.04 We will use reasonable efforts to ensure that the policies, procedures and practices are consistent with the following principles: • dignity • independence • integration, except when alternate measures are necessary to meet the needs of people with disabilities • equal opportunity Refer to the Accessible Customer Service Standards Policy Policy Title: Customer Service Page 3 of 5 Policy Number: ADM 160 0 8 Service Level Standard Guidelines APPENDIX 1 Summary The City of Pickering will make reasonable efforts to strive toward meeting or Ayno,orlinrr nur see ir.P level exnectations aiven the nature of the enquiry or concern. Service Level Standards Summary Response Timeline Mailed or Faxed 15 Business Days Correspondence • responded to within 15 business days of receipt 5 Business Days Initial Acknowledgement • if a conclusive response is not expected within 15 business days of receipt then an interim acknowledgement must be sent within 5 business days Email Standards 30 Minutes • checked within the first 30 minutes of your arrival, and return from lunch checked prior to end of the business day 2 Business Days • Emails should be acknowledged within 2 business days of receipt. Interim acknowledgement indicating a response time - must be sent within 2 business days if a conclusive response is not expected within 15 business days. 15 Business Days • for response Out of Office Assistant • The Out of Office Assistant should be utilized in the same fashion, as one would do for voicemail. If you are going to be away from the office for a period of one business day or more the Out of Office Assistant should include your expected date of return and alternate contact. Auto Reply Feature • The Out of Office Assistant should be utilized in the same fashion, as one would do for voicemail. If you are going to be away from the office for a period of one business day or more the Out of Office Assistant should include your expected date of return and alternate contact. Policy Title: Customer Service Page 4 of 5 Policy Number: ADM 160 APPENDIX 1 09 Service Level Standards Summary Response Timeline TelephoneNoicemail 3 Rings • Answered within 3 rings. 1 Business Day • Calls should be returned within one business day. Answered Live Daily • Voicemail messages must be kept current and changed daily at a minimum. Complaint 1 Business Day Resolution Our best practice service expectation is that complainants will (includes telephone, receive an initial response within 1 business day, and will be email, etc.) provided with the anticipated action and timeframe where appropriate. We should strive to reasonably achieve these standards given the nature of the enquiry. Policy Title:. Customer Service Policy Number: ADM 160 Page 5of5 C4u, U0 10 PI CKERING [ATTACHMEN-r#.,, 2 v TO REPORT s? ??`? CITY POLICY Policy Title: ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE Policy Number: ADM 090 Reference: Date Originated: Date Revised: Accessibility for Ontarians with Disabilities December 2008 Act, 2005 Approval: Chief Administrative Officer Point of Contact: Manager, Customer & Administrative Services Policy Objective This outlines the corporate policy with respect to the establishment of accessibility standards for customer service in accordance with Ontario Regulation 429/07 created under the Accessibility for Ontarians with Disabilities Act, 2005. Index 01 Definitions 02 General 03 Scope & Responsibilities 04 Customer Service Policies, Practices and Procedures 05 Communication 06 Notice of Temporary Disruption 07 Service Animals 08 Support Persons 09 Assistive Devices 10 Training 11 Feedback 12 Emergency Preparedness II 01 Definitions: 01.01 Accessibility Standard - Ontario Regulation 429/07 created under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) which provides for standards to enhance the accessibility of an organization ("the standard"). 01.02 Assistive Device - Any device that is designed and/or adapted to assist a person to perform a particular task (For example, canes, crutches, walkers, wheel chairs, personal sound amplification devices, ventilators etc.) 01.03 Disability-- a) 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 coordination, 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 b) a condition of mental impairment or a developmental disability c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language d) a mental disorder e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997 01.04 Customers - a) all staff b) Mayor and members of Council c) other political representatives d) citizens and visitors to the City of Pickering Policy Title: Accessibility Standards for Customer Service Nage 2 or ti Policy Number: ADM 090 e) businesses f) volunteers and agents recognized by the City g) all community stakeholders 02 General: 02.01 The AODA was enacted in 2005 in order to facilitate the development of specific standards with respect to improving accessibility across the province. Ontario's first accessibility standard, the customer service standard, came into force on January 1, 2008. The standard outlines what organizations must do in order to ensure that customer service is accessible to everyone, including people with disabilities. All public sector organizations with more than twenty employees must comply with the standard by January 1, 2010. 03 Scope and Responsibilities: 03.01 City staff are to be trained on how to provide customer service to people with disabilities in accordance with the core principles of the accessibility standard. Training must be delivered to any employee, volunteer, and/or agent as well as any other individual who might reasonably be expected to interact with the public on behalf of the City or influence the development of policies, practices and procedures. The level of training and awareness will be determined by the Manager, Customer & Administrative Services in consultation with departments and Human Resources. 04 Customer Service Policies, Practices and Procedures: 04.01 The City of Pickering will make reasonable efforts to ensure that its policies, practices and procedures are consistent with the core principles of the standard: • dignity • independence • integration, except when alternate measures are necessary to meet the needs of people with disabilities equal opportunity. By considering these principles.when developing policies, practices, and procedures; accessibility planning becomes Policy Title: Accessibility Standards for Customer Service Page 3 of 8 Policy Number: ADM 090 13 entrenched within the decision making process and satisfies the spirit with which the AODA, 2005 was enacted. 04.02 Dignity and Independence - Customer service will be provided in a manner that respects the dignity and independence of people with disabilities. People with disabilities should not be forced to accept lesser service, quality or convenience as a result of their disability. Service delivery must consider how people with disabilities can effectively access and use the services provided. Awareness and respect of any individual is paramount when providing customer service. 04.03 Integrated Services - that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar manner as other customers. Service provision and associated procedures will be inclusive of all customers and clients. There are occasions when customer service must be provided using alternative measures which are not integrated. Alternative measures will only be employed when they cannot be integrated and are the only means of providing customer service to a person with a disability. 04.04 Equal Opportunity - People with disabilities will be given an equal opportunity to use and benefit from services provided by the City. People with disabilities should not be required to put forward a greater effort in order to access, use and/or benefit from a service. As a result, additional services may be extended to people with disabilities in order to ensure they do not need to put forward a greater effort. 05 Communication: 05.01 Communication will be provided in a manner that takes into account an individual's disability. Consideration is given to the way in which individuals express, receive and process information without making assumptions about a particular disability. Individuals with the same disability may process information in different ways. The City will continue to review the nature, manner and methods with which it communicates to people with disabilities in an attempt to improve the accessibility of information and services. 05.02 Website - The Marketing & Business Development section is responsible for the overall look of the City's internet sites. The City of Pickering will provide its internet sites in a format that is accessible to persons with disabilities unless it is not technically Policy Title: Accessibility Standards for Customer Service Hage 4 of b Policy Number: ADM 090 feasible to do so. The City's website uses a preset font type and size for optimal layout, but in all cases the font and size is determined by users to meet their specific needs. Information is readily available in HTML format with Adobe PDF as the standard for documents, forms and reports. The City is committed to use of World Wide Web Consortium (W3c.org) best practice technologies when they are available and appropriate for a task and use of the latest versions when supported. These strategies include: • use of navigation mechanisms in a consistent manner • essential components of the page work without a mouse • providing information about the general layout of a site (eg. a site map or table of contents) • good colour contrast between foreground & background • easily readable text. Text size can be adjusted by the user using browser controls • providing a text equivalent for no-text elements (e.g. via "alt or "alternate" text tags). This includes: images, graphical representations of text (including symbols, image map regions, animations, applets and programmatic objects, audio files, audio tracks of video • use of full text pages • use of style sheets to control layout and presentation 05.03 Print Material - The City's Communications Standard Operating Procedure provides for documentation standards related to print material (date and time standards, numeric standards, font sizes, spelling conventions, correspondence and report templates). The need for accessible fonts in printed materials must be balanced with the need for a strong corporate identity and consistency in documentation. Consideration must also be given to the fact that there is no "one size fits all" solution to fonts in printed information. The City will provide any document produced by'the City in an alternate format upon request, unless it is not technically feasible to do so and subject to the Municipal Freedom of Information of Privacy Act. Alternate formats can include, but are not limited to web access, large print versions of the document or a text only electronic file which can then be read by a computer or printed in Braille. Requests for information in alternate format will be sent to the Customer Care Centre and forwarded to the department most responsible for the document. Staff will consult with the requestor to determine the most appropriate format, and will make every effort to provide the information in the preferred format as soon as possible. Policy Title: Accessibility Standards for Customer Service Page 5 of 8 Policy Number: ADM 090 05.04 Assistive Listening Devices - Are available to the public for use at public meetings. This device can only be used in the Council Chambers. The availability of Assistive Listening Devices is also included as a resource on our Accessible Pickering website page, along with our promotional material. Assistive Listening Devices are provided with portable or temporary sound systems when a participant in the function has requested that a device be made available, and it is technically feasible to provide the device within a reasonable cost. Any expenses incurred to meet the request will be the responsibility of the department or division organizing the function. Three days notice to the Clerks Division is required. 05.05 TTY - Alternative service channel for the hearing impaired. TTY lines are available at the Customer Care Centre, Councillors' Office, Pickering Recreation Complex and Pickering Central Library. TTY lines are promoted on print material and on the City website. Instructions on its use are located with the TTY, in the City Directory and on the intranet. 06 Notice of Temporary Disruptions: 06.01 People with disabilities may rely on certain systems or amenities to access a City facility or utilize a service. Disruptions to these can provide complications for people with disabilities as they may have to book accessible transit or make alternate arrangements. As a result, public notice will be provided when facilities, amenities or services are temporarily unavailable or when they are expected to be temporarily unavailable. Such public notice might relate to facility renovations and repairs including maintenance of escalators, accessible pool lifts and/or washrooms. Notice will be provided for anything that may reasonably prohibit or limit the use of a service or facility by a person with a disability. The Notice will be conspicuously displayed at the premises with which the disruption has occurred. If feasible, it will be posted on the City's website under the Accessible Pickering section and communicated by various other means as deemed necessary (i.e., media release. Accessible Pickering dedicated telephone line etc). The content of the notice will include the reason for the disruption, the expected duration and, if any, alternative options provided. A procedure and template is available for staff to ensure consistent messaging (refer to Service Disruption SOP). 07 Service Animals: 07.01 Service animals are used by people with various kinds of disabilities including those who are blind, deaf, hard of hearing or those who Policy Title: Accessibility Standards for Customer Service Page 6 of 8 Policy Number: ADM 090 may need to be alerted of an oncoming seizure. People requiring service animals are permitted to be accompanied by the animal when in areas open to the public or third parties. This requirement does not apply where an animal is excluded by law from being on the premises or if the presence of the service animal adversely effects the health and/or safety of other users (For example, regulations under the Health Protection and Promotion Act, 1990 and the Food Safety and Quality Act, 2001 prohibit animals from entering into areas where food is prepared, stored or sold). Where a service animal is excluded by law, the City will make reasonable efforts to ensure goods and services can still be provided by alternative means (refer to Support Persons SOP). 08 Support Persons: 08.01 A support person is an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or to assist with accessing services. People with disabilities are permitted to be accompanied by a support person in any area that is open to the public if that support person is essential to protect the health and safety of the person with a disability or the health and safety of others in the premises. Reasonable efforts will be made to ensure that people with disabilities are not prevented from having access to their support person while on the premises. In some cases, it may be necessary for the support person to provide consent to regulations specific to the service provided or, if necessary, agree to a confidentiality clause (refer to Support Persons SOP). 09 Assistive Devices: 09.01 Assistive devices include specialized aids and devices that enable people with disabilities to carry out their everyday activities. These include, but are not limited to, wheelchairs, hearing aids, adaptive computer technologies, ventilators, walkers, crutches and personal sound amplification devices. The City will make reasonable efforts to ensure that assistive devices can be used to access services. 10 Training: 10.01 Accessible customer service training/awareness is provided to every employee or agent who interacts with the public on behalf of the City as well as those who participate in developing policies, practices and procedures governing the provision of customer service. A form of ongoing training will be provided to individuals and/or groups as soon as practicable after that individual or group is Policy Title: Accessibility Standards for Customer Service Page 7 of 8 Policy Number: ADM 090 17 assigned the applicable duties. Any substantive amendment to a policy, practice and procedure with respect to the provision of accessible customer service may also necessitate further training. 11 Feedback: 11.01 Through the City's Customer Feedback process, any individual will have the opportunity to submit feedback regarding the provision of accessible customer service. The process articulated in the Customer Service Feedback Procedure provides details concerning the feedback methods, review process as well as what actions will be undertaken when feedback is received. A specific point of contact with respect to feedback relating to accessibility issues will be communicated to service users through various channels. Individuals may provide feedback in person (orally), by telephone, in writing, or electronically by diskette or email. 12 Emergency Preparedness: 12.01 The Operations & Emergency Services Department is responsible for Emergency Preparedness ensuring our community emergency planning and response activities incorporate emergency management practices that have the greatest impact on to the needs of people with disabilities. This includes but is not limited to: • notification • evacuation • emergency transportation • sheltering • access to medications, refrigeration, and back-up power • access to their mobility devices or service animals while in transit or at shelters • access to information. Refer to the Community Emergency Preparedness Plan. Policy Title: Accessibility Standards for Customer Service Page 8 of 8 Policy Number: ADM 090 ATTACHMENT # :?- TO REPORT "I AODA Standards Overview Area of Responsibility/Status Accessible Customer Service Standard All drafts completed for final The first standard adopted into regulation is the Customer approvals. Team members Service Standard which came into force January 2008. This include: regulation involves providing goods and services to all Manager, Customer & citizens, including those with disabilities. Customer service Administrative Services; will be provided in a manner that is respectful, dignified and Supervisor, Customer Care accommodating to those with disabilities. Full compliance Supervisor, Culture & of this standard is required for all public services. Recreation; Coordinator, Records & Elections; and Coordinator, Community Recreation Programs Information and Communication Standard Many of the requirements of Accessibility for the Information and Communication the standard are covered Standard was released on November 17, 2008 for public under the Communications comment. The date for comment is February 2009. The Procedure which has been Standards Development Committee continues to examine completed through the and review elements of accessible communication review of the Accessible measures and informational tools such as websites, Customer Service Standard. brochures and questionnaires. It will devise standards that will help to ensure businesses and organizations Changes to our website, communicate with, and provide information to consumers of signage and other formats all abilities. will be under review. Transportation Standard Significantly a Regional The Transportation Standard relates specifically to modes of responsibility, but may have transportation for accessibility, and it is the only one that is some impact related to our sector specific. Although it was released to the public, it has taxi cab licensing. gone back to the Transportation Standards Development Committee for further amendments. Employment Standard Human Resources Division The Employment Standard Development Committee to lead a team to ensure continues to meet to develop accessibility measures specific compliance. to employment of people with disabilities. The area of focus is recruitment, selection and hiring, retention and working conditions. Built Environment Chief Building Official & The Standards Development Committee of the Built Director, Operations & Environment Standard is looking at accessibility for public Emergency Services (or open spaces, streetscape elements as well as for building designates) - lead the team. elements in a range of facility types. It will consider access to, from and within buildings and outdoor spaces and may include pedestrian access routes, signal systems, door widths and counter heights. Note: It is anticipated that the implementation of all standards and related policies will be achieved in consultation with the Accessibility Advisory Committee. C:ihl PICKEG [ATTACHMENT #-:'2L- TO REPORT Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation Current Status Establishment of policies, Customer Service The following policies have practices and procedures Standards have been been drafted for Council's • Establish policies, practices and established, and staff Approval. procedures on providing have been trained, goods/service to persons with however, it was not Policies disabilities specific to addressing • Customer Service Policy accessibility issues. • Accessible Standards for • Must be consistent with the Customer Service Policy following principles: Our accessibility plan o Maintain dignity and identifies other Standard Operating independence physical barriers. Procedures (SOPs) o Provide integrated service, The following Standard unless an alternate is We currently have Operating Procedures (SOP's) necessary TTY devices at the have been drafted for CAO o Address use of assistive Customer Care approval: devices to obtain/use/benefit Centre, Council from goods/service Office, Recreation Program Cancellations & o Communication with a person Complex and the Service Disruptions with a disability must take into. Central Library. Accessible Meetings account the disability • Communications • Document practices, policies, • Complaint Resolution & procedures on the above and Customer Feedback provide copies as requested • Service Animals & Support Persons City of Pickering I Accessibility Standards for Customer Service PIS KERI Nor Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation Current Situation and Impact Use of service animals and support This was permitted. Standard Operating persons No formalized policy. Procedure drafted • Applies if goods/services are provided to the public or other third parties at premises owned or operated by the provider and if the public/third party have access to the premises • Persons with disabilities are permitted to enter the building with a guide dog/service animal and keep with them unless the animal is otherwise excluded by !aw • If the animal is excluded by law, other measures must be available to enable the person with a disability to obtain/use/benefit from the goods/services Support persons were • If the person with a disability is not required to pay admission to assist a accompanied by a support person, person with a both persons are permitted to enter disability in a the premises together recreation program or • Provider of goods/services may service. require a person with a disability to be accompanied by a support person when on the premises, if necessary to protect the health or safety of the person with a disability or the health and safety of others on site • If an admission fee is required to enter the site, notice must be given in advance about the amount, (if any), to be charged for the support person City of Pickering I Accessibility Standards for Customer Service 4 4'. Accessibility for Ontarians with Disabilities Act 29 Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation - Pickering Current Situation and Impact Use of service animals and support persons Document practices, policies, procedures on the above and provide copies as requested Notice of temporary disruptions Facility closures are Standard Operating • If persons with disabilities usually posted in facilities. Procedure drafted. use particular facilities or services, notice of a temporary disruption Planned facility New Accessible Pickering (whole or in part) must be given to closures are posted section on website includes the public on the Community reference information. Page when possible. • Notice must include the reason for The process includes. the disruption, anticipated duration Road Closure Internal and external and a description of alternate notifications are communication and updating services/facilities is available added to the website, website. • Notice must be given in a and provided to the conspicuous place on premises, on Customer Care the corporate website and any Centre as a resource other such method as reasonable to field calls. in the circumstances • Document practices, policies, procedures on the above and provide copies as requested City of Pickering I Accessibility Standards for Customer Service A .11 JJI-RUNG Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation - Pickering Current Situation and Impact Training for staff Additional AODA Pilot Groups have been • Ensure that the following people Training trained in 2008. This includes are trained about serving Requirements were 2 - 3 hour in-depth sessions customers with disabilities: announced during the for a cross section of selected first quarter of 2008. staff covering front-line staff, o Every person who deals with the supervisors and managers (50 public or other third parties on City staff were staff). 1 - one hour session behalf of Pickering, whether the prepared to attend a for 50 staff (includes a cross person is an employee, agent, train the trainer representation of staff). This volunteer or otherwise session, and group includes those who may o Every person who participates in incorporate training have limited customer service developing policies, practices initiatives throughout interaction with persons with and procedures governing the 2008-2009. This will disabilities but must be fully provision of goods and services be included in future aware of the legislation and Customer Service barriers that are faced. • Training must include: Orientation sessions o How to interact and as well. Additional staff training and communicate with persons with awareness will be completed various types of disabilities in 2009. The training plan is o How to interact and currently in the process of communicate with persons who being finalized. 3 hour use an assistive device, guide sessions have been dog/service animal, or support scheduled for a majority of person staff. In-house training will be o How to use equipment or conducted for part-time and devices available at Pickering or term staff, volunteers, and provided by Pickering that may firefighters. An e-learning assist module is currently under o What to do if a person with a review for some staff, particular type of disability is volunteers and contractors. having difficulty accessing Pickering's goods and services Supply & Services will include • Training must be provided to each the training requirements for person as soon as practical once contractors and other service assigned duties provider contracts/proposals • Training must be provided on an etc. This will also be ongoing basis if referenced on the bidders policies/procedures/practices are page of the website. A mass changed mailing to all who currently provide services on behalf of City of Pickering I Accessibility Standards for Customer Service j r r' ?l :t x 111 CRERINK ? Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Training for staff (continued) • Must document training policy, which contains a summary of the content of training and details of when the training is to be provided • Keep records of training sessions, dates and numbers of participants the City to increase awareness of the legislation. This will assist in avoiding delays in our process. Budget impact for training requirements, promotion has been included in the 2009 budget. City of Pickering I Accessibility Standards for Customer Service ?i PIC KLRI`elt.:?s Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation - Pickering Current Situation and Impact Feedback process for providers of A customer service Standard Operating goods or services feedback program Procedure has been drafted. (website, general • Organizations shall establish and facilities) existed but Changes to the feedback maintain an accessible process to needed to be section of the website have obtain, consider and take expanded. been made. necessary action on feedback with respect to accessible customer Promotion of feedback will be service including any complaints ongoing through community • Establish a process for-receiving page, website and feedback and responding to feedback about boxes. the manner in which it provides Additional feedback boxes for goods or services to persons with all facilities have been built will make disabilities and and installed remaining information-on the program readily facilities. available to the public • The feedback process must be available in person, by telephone, in writing, or by delivering an electronic text by email/diskette or otherwise • The feedback process must specify the actions that Pickering is required to take if a complaint is received • Document practices, policies, procedures on the above and provide copies as requested City of Pickering I Accessibility Standards for Customer Service t - Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation - Pickering Current Situation and Impact Notice of availability of Included in SOP for Accessible documents Meetings & Documents • Providers shall notify persons to whom it provides goods or services that the documents required by this regulation are available upon request • Notice may be given by posting the information at a conspicuous place on premises owned or operated by the provider, by posting on the website or by such other method as is reasonable in the circumstances Format of documents We complied through Included in SOP for Accessible • If a provider of goods/services is our website material. Meetings & Documents required by this Regulation to give a copy of a document to a Changes have been included person with a disability, the Large print version of in the Communications SOP provider shall give the documents can be (formally our Writing Style document, or the information requested. We provide Guide). This has been expanded to include contained in the document, in a larger font promotional Accessibility Standards and format that takes into account ' material for our seniors Media Releases s disability the person programs. . • The provider of goods/services and the person with a disability may agree upon the format to be used for the document of information City of Pickering I Accessibility Standards for Customer Service l';t K L IN Accessibility for Ontarians with Disabilities Act Accessibility Standards for Customer Service Summary Standard Regulation Initial Situation - Pickering Current Situation and Impact Communicate Accessible The 2008 Accessibility Included in Customer Customer Service Plan is currently Service Policies and related Organizations shall communicate available on our website, SOP's. how to access their: and print versions are • Accessible customer service available at the "Accessible Pickering" policy Customer Care Centre. section on the website which • Alternative customer services includes Committee meeting • Accessible customer service Our City Directory has a dates, promotional feedback process staff resource section materials„ service disruption identifying Accessibility updates, listing of available The above information shall be Resources contact assisted devices and new provided through relevant service information (i.e., customer service feedback changes including in person, by Canadian Hearing forms. telephone, by electronic means or Society, CNIB, by mail. Community Care, This will also include Community Living, and finalized policies. Durham Association for Family Respite Services Additional promotional etc). materials will be created including Community Page ads. Website. The design of the website is currently under review by the Marketing & Business Development section to revitalize the website and to ensure our website is W3 compliant prior to the final legislation of the Information & Communication Standard. Some examples of the W3 requirement include the following enhancements: • increase/decrease font sizes • alternate formats • change contrasts • Browse aloud • interactive hyper links • images labelled • text only Budget provisions will be included in the 2009/10 website budget. City of Pickering I Accessibility Standards for Customer Service 4