Presentation Transcript

1. PLEASE NOTE: The following slides do not have audio support. These slides are to assist your place of worship in generating a discussion regarding accessibility and customer service within your place of worship. Next
2. Focus on case studies for: People who are visually impaired People who are hearing impaired People with mobility issues People with developmental disabilities Other (mental health, sensory, etc.) Optional Case Studies + Tips Next
3. Daphne and her friend Justin are attending the church potluck supper/fundraiser. One of the server’s noticed Justin’s guide dog, and said: “I’m sorry but because we serve food, your dog will have to stay outside.” Which of the following statements is true: The server was right, service animals are not allowed anywhere where food is prepared or served. The server must let Justin keep his guide dog with him in the church Although another law prevents animals from going where food is prepared, it makes an exception for service dogs in areas where food is served or sold. The server was just following church policy that dogs are not permitted – it doesn’t matter what the law says. A B C Please, select A, B, or C to continue
4. Daphne and her friend Justin are attending the church potluck supper/fundraiser. One of the server’s noticed Justin’s guide dog, and said: “I’m sorry but because we serve food, your dog will have to stay outside.” Which of the following statements is true: The server was right, service animals are not allowed anywhere where food is prepared or served. Sorry, ‘A’ is incorrect. Service animals are not allowed in areas where food is prepared, However they are allowed in areas where food is served. A Next http://www.canlii.org/on/laws/regu/1990r.562/20070813/whole.html
5. Daphne and her friend Justin are attending the church potluck supper/fundraiser. One of the server’s noticed Justin’s guide dog, and said: “I’m sorry but because we serve food, your dog will have to stay outside.” Which of the following statements is true: The server must let Justin keep his guide dog with him in the church Although another law prevents animals from going where food is prepared, it makes an exception for service dogs in areas where food is served or sold. Congratulations ! “B” is correct! B Next
6. Daphne and her friend Justin are attending the church potluck supper/fundraiser. One of the server’s noticed Justin’s guide dog, and said: “I’m sorry but because we serve food, your dog will have to stay outside.” Which of the following statements is true: The server was just following church policy that dogs are not permitted – it doesn’t matter what the law says. Sorry this choice is incorrect. Service animals are not allowed in areas where food is prepared, however they are allowed in areas where food is served. Church policy may exceed the guidelines of the law but may never break the law. C Next
7. Regulation 429/07 4.(2) If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall 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. Next
8. Visual Impairment Jody V. is a new attendee to your church. You notice that she is unable to read the words to the songs that are projected on the screen. You discover that she has macular degeneration, a chronic condition that causes central vision loss. Which of the following statements represent a good customer service response: Have someone sit beside her to whisper the words in her ear. Talk to Jody and ask if she might like to have songs and/or PowerPoint slides available in large print. Tell Jody that she must sit as close to the front as possible. A B C
9. Visual Impairment Jody V. is a new attendee to your church. You notice that she is unable to read the words to the songs that are projected on the screen. You discover that she has macular degeneration, a chronic condition that causes central vision loss. Which of the following statements are true: Have someone sit beside her to whisper the words in her ear. Sorry, ‘A’ is incorrect. This would not be in line with Regulation 429/07 section 3 (4) A Next
10. Visual Impairment Talk to Jody and ask if she might like to have songs and/or PowerPoint slides available in large print. Congratulations! ‘B’ is correct. This would be in line with Regulation 429/07 section 3 (4) B Next
11. Tell Jody that she must sit as close to the front as possible. Sorry, ‘C’ is incorrect. This would not be in line with Regulation 429/07 section 3 (4) If you notice that Jody is struggling, it is always good to ask, “How can I help?” C Next
12. Hearing Impairment Pat and Robin are in the same Sunday school class. They both wear hearing aids. Pat has some hearing, whereas Robin has a profound hearing loss. You need to ask them a question, but they are not looking at you. What do you do? [Click on the appropriate choice.] Yell loudly in their ears. Gently tap them on the shoulders and wait for them to look at you before you ask your question. Ignore them and focus your attention on kids that can hear. A B C
13. Hearing Impairment Yell loudly next to their ears. Sorry. ‘A’ is incorrect. Yelling at someone does not treat them with dignity and respect. A Back Next
14. Hearing Impairment Gently tap them on the shoulder and wait for them to look at you before you ask your question. Congratulations! ‘B’ is correct ! It is best to either gently tap them on the shoulders or wave your hand to catch their attention. B Next
15. Hearing Impairment Go ask someone else for the information. C Sorry: ‘C’ is incorrect. “Ignore them and focus your attention on kids that can hear” does not satisfy the requirement to communicate in a manner that takes into account a person’s disability. Back Next
16. Physical Disability Charles is a new attendee to your church and has been attending faithfully for several months. He is friendly but shy. Suddenly he stops attending church. When asked why he no longer attends, his response was that he found it difficult to maneuver his wheelchair to enter the washroom because it had a heavy door that swung in. He also found it difficult to exit the washroom. What could you do to assist Charles? Prop the door open during the service. Consider altering the door and/or layout of the washroom to better accommodate wheelchairs. Have someone assigned to assist Charles when he attends church. A B C
17. Physical Disability Prop the door open during the service. ‘A’ is not the best option. This may be effective if there is a way to guarantee privacy. Our aim is to be able to support Charles with respect, dignity, independence, integration and provide equal opportunities. A Back Next
18. Physical Disability Consider altering the door and/or layout of the washroom to better accommodate wheelchairs. Congratulations! ‘B’ is the best option. This choice reflects back to the principles: Dignity & Respect Independence Integration Equal Opportunity B Next
19. Physical Disability Have someone assigned to assist Charles when he attends church. ‘C’ is not the best option. This places barriers for Charles in that we take away his respect, dignity, independence, integration and does not provide equal opportunity.. C Back Next
20. Developmental Disability Jane regularly attends your church. She is personable, and greets everyone with a smile and a hello. She has a diagnosis of Autism (which is also a developmental disability). It is known that when Jane is bored she will often grind her teeth, and smack her lips loudly. She also has a very short attention span. This makes it very hard for Jane to sit quietly for long periods of time. It is also known that Jane reads very well, and although she is very personable, will not look anyone in the eye, nor hug anyone. What might you do to assist Jane through the service. Provide opportunities for Jane to use her gifts and talents within the service. Provide a special place for Jane at the rear of the sanctuary so she can enter and exit as needed. Ask Jane and her family how the congregation might support Jane best within worship and fellowship to enable Jane to be a full inclusive member of the congregation. A. B. C.
21. Developmental Disability Provide opportunities for Jane to use her gifts and talents within the service. A. This could be a viable option. Solutions to concerns are as unique as the person themselves. The best advice is to ask Jane and her family how her gifts and talents could be valued and included within the congregational community. Back Next
22. Developmental Disability Provide a special place for Jane at the rear of the sanctuary so she can enter and exit as needed. B. This could be a viable option. Solutions to concerns are as unique as the person themselves. The best advice is to ask Jane and her family how her gifts and talents could be valued and included within the congregational community. Back Next
23. Developmental Disability Ask Jane and her family how the congregation might support Jane best within worship and fellowship, to enable Jane to be a full inclusive member of your congregation. C. This would be the best option. Solutions to concerns are as unique as the person themselves. The best advice is to ask Jane and her family how her gifts and talents could be valued and included within the congregational community. Next
24. Alternative Measures A visitor who is blind attends a weekend service accompanied by a service animal. A member of your congregation has an acute sensitivity to pet dander, affecting breathing and her overall wellness. What might you do to assist both people? Ask if the dog could stay outside the sanctuary, and I could lead the person to their seat. I would assure them that they would be accompanied throughout the duration of the service. A. Let them know that pets are not allowed in church because there is food being served in the fellowship hall after the service. B. C. Ask both parties to generate a list of options to be considered.
25. Alternative Measures Ask if the dog could stay outside the sanctuary, and I could lead the person to their seat. I would assure them that they would be accompanied throughout the duration of the service. A. This could be an option. Solutions to concerns are as unique as the person themselves. The best advice is to ask the person with a disability and /or the church member to determine a solution so as to feel valued and included within the congregational community. Back Next
26. Alternative Measures 60. (1) (a) a service dog serving as a guide for a blind person or for a person with another medical disability who requires the use of a service dog, if the service dog is in an area of the food premise where food is served, sold or offered for sale; Health Protection and Promotion Act, Regulation 562, Section 60 (1a) Let them know that pets are not allowed in church because there is food being served in the fellowship hall after the service Sorry ! That is not the correct choice. 4.(2) If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall 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. Regulation 429/07 Section 4 (2) Back Next
27. Alternative Measures Ask both parties to generate a list of options to be considered. This could be an option. Solutions to concerns are as unique as the person themselves. The best advice is to ask the person with a disability and/or the church member to offer possible solutions. In this way, you can help all involved to be included in the problem solving process. Back Next
28. Tips & Resources Tips: Barriers Interaction & Communication Optional Activity Resources Next
29. Barriers toAccessibility Visible Invisible Next
30. Interaction & Communication Tips for Customer Service – Interaction Tips for Customer Service – Communication A.O.D.A. Customer Service Standard 3.(4) When communicating with a person with a disability, a provider shall do so in a manner that takes into account the person’s disability. Next
31. Deaf or Hard of Hearing Tips for Customer Service Use of audio loop equipment Speak directly to the person Use written notes Face person Do not SHOUT! Next
32. Physical Disabilities Tips for Customer Service Mobility devices Don’t touch, move or lean on Keep Ramp / Halls clear Counter / table Step around to provide service Provide Seating For those who cannot stand Next
33. Intellectual Disabilities Tips for Customer Service Exercise patience Speak directly to the person Use plain language Explain & give examples Allow person to make own decisions Next
34. Walking in Someone's Shoes An experiential exercise Put on a blindfold and have a partner guide you around your place of worship for 15 minutes. Place your hand on either the “guide’s” shoulder or elbow. 2. In a wheelchair, tour through your place of worship. Have each member place ear plugs in their ears for one entire worship service. What barriers did you discover? What did you learn from this experience? Next
35. This concludes the training for Accessibility for Ontarians with Disabilities, Customer Service Standard Click here to end your session Click here to print a certificate