Accessible Customer Service 無障礙客戶服務 Legislation

1. Accessible Customer Service無障礙客戶服務 Legislation • Accessibility for Ontarians with Disabilities Act, 2005 (AODA) • To achieve accessibility for persons with disabilities in Ontario by 2025 • Develop accessibility standards • Enforce the standards Apply to public and private sectors • Customer Service Standard (1 of 5 mandatory standards)

2. Accessible Customer Service無障礙客戶服務 Standard標準 • Principles • Dignity尊嚴 • Independence獨立 • Integration綜合 • Equal opportunity平等機會 • Respect尊重 • How • Flexible service • Putting the person first • One method does not work for all

3. Accessible Customer Service無障礙客戶服務 Yee Hong is committed to • Providing our services in a way that respects the dignity and independence of people with disabilities • Providing people with disabilities the same opportunity to access and benefit from our services, in the same place and in a similar way as other clients • Excellence in serving all our clients including people with disabilities • Developing and implementing policies and procedures to ensure compliance in our key service areas

4. Accessible Customer Service無障礙客戶服務 What is a “Disability”? • Disability殘障may be: • Physical, mental, developmental, learning • Visible or invisible • One or multiple • Severe or mild • Present at birth, or due to illness, injury or aging • Use the Right word:  Disability/Disabled  Handicapped, Retarded, Dumb

5. Accessible Customer Service無障礙客戶服務 • What is a Barrier 障礙 • Anything that stops a person with disability from • fully taking part because of that disability • Barriers may be • PHYSICAL, e.g. stairs, blockage • COMMUNICATION, e.g. small font size • TECHNOLOGY, e.g. telephones that are not hearing-aid compatible • SYSTEMIC, e.g. Policies and rules • ATTITUDINAL, e.g. Stereotype, Negative thoughts and action

6. Accessible Customer Service無障礙客戶服務 Communication is key to good Customer Service • Take the time – ask and identify client needs • Do not assume – ask before you assist • Listen attentively – be patient and flexible • Know the accommodations and services available

7. Accessible Customer Service無障礙客戶服務 Communicating with Person with.. • Vision Loss • Do not leave person in middle of room • Remove obstacles • Use large or high contrast print • Do not distract service animals • Hard of Hearing or Deaf • Find quiet place • Do not walk away while speaking • Speak facing client

8. Accessible Customer Service無障礙客戶服務Communicating with Person with.. • Physical Disabilities • Ask client how they wish to be assisted • Allow time for client to do things • Follow client’s lead re greetings • If in wheelchair, attempt to meet client at eye level • Ask before moving seating device

9. Accessible Customer Service無障礙客戶服務Communicating with Person with.. • Speech or Language Difficulties • Ask client to repeat if you do not understand • Be patient • Ask question that can be answered in yes or no • Keep pen handy, and offer if necessary • Determine if support person required • Mental Health Disabilities • Speak clearly and calmly • Listen carefully • Give information in clear, well organized manner

10. Accessible Customer Service無障礙客戶服務Communicating with Person with… • Learning, Intellectual or Developmental Disabilities • Provide information in logical, well organized way • Speak in short sentences • Speak directly to client, not support person • Be patient, and allow time for comprehension • if client does not understand, try another method of communication

11. Accessible Customer Service無障礙客戶服務 Communication may be augmented by.. • Assistive Device輔助設備 • Wheelchairs • Canes • Walkers • Computer software, etc. • Remember • Ask permission before moving device

12. Accessible Customer Service無障礙客戶服務 Communication may be augmented by.. • Service Animals輔助動物(Subject to infection control requirements) • Performs task for person with disability • Must be under the control of the individual • Documentation must be available to prove it is service animal • Remember • Do not distract, feed, pat or talk to them

13. Accessible Customer Service無障礙客戶服務 Communication may be augmented by.. • Support Persons支援人員 • Family member, friend • Trained professional, e.g. Sign language interpreter, etc. • Remember • Focus on client

14. Accessible Customer Service無障礙客戶服務 Quiz • What is the purpose of AODA • Achieve accessibility for Ontarians by 2025 • Ensure development of standards for accessibility • Oversee enforcement of accessibility standards • All of the above • You can always tell when someone has a disability • True • False

15. Accessible Customer Service無障礙客戶服務 Quiz • When you approach a person with disability, you should • Go ahead and help him even if he did not ask • Ignore him until he asks • Ask him “How may I help you”? • The principles of Accessible Customer Service are • Equal opportunity, Independence, Dignity and Integration • Special attention, Admiration, Praise and Appreciation • Accessible, Fast, Standardized, Simplified

16. Accessible Customer Service無障礙客戶服務 Quiz • If a person with a walker is sitting in a chair, you should move the walker without telling her • True • False • Under the Accessibility Standards for Customer Service, a support person may be a friend, family or trained professional • True • False

17. Accessible Customer Service無障礙客戶服務 Quiz • The Accessibility Standards for Customer Service is for • Staff • Volunteers • Service Providers • All of the above