Towards a More Inclusive Library

Complying with the AODA Customer Service Standard

Annie Bélanger Janet Wason

April 2010

Why?

• The Standard permeates every aspect of our public-facing work.

• It’s everyone’s responsibility.

Overview

• AODA – AODA Customer Service Standard– Impacts on the Library– The University

• Guideline Development– Working Group– Process for doing

• Sustainability– Ongoing compliance– Overview of staff sessions– Ongoing training

Outcomes

• Understand the AODA Customer Service Standard.– Accessibility vs. Accommodation– Our obligations– Our commitment

• Know how to approach revisions of guidelines, procedures, and practices.

• Set the direction for future training and sustainable compliance.

Modules Q&A• Did you have questions about the

Modules?

• Anything you’d like to know more about?

• What did you take away? One example?

Overview of AODA

Accessibility for Ontarians with Disabilities Act, 2005

(AODA)• The Vision: to make Ontario fully

accessible by 2025.• Only jurisdiction in Canada with legislation

setting out a comprehensive goal of accessibility in areas that affect the daily life of persons with disabilities.

• First jurisdiction in the world to move to a regulatory system of legislation mandating accessibility.

AODA – The Five Standards

Now law:• Customer Service (2008)Under ministerial review:• Built Environment• Employment• Information and Communications• Transportation

AODA – The Standards, cont’d

• Public and private sector compliance.• Inclusive, consensus-based approach

to developing standards:– Persons with disabilities and their

service organizations were part of the development process.

Accessibility

• Environment is what disables people.• We need to design for universal

access.– Plan in order to prevent barriers.

• Accessibility is everyone’s responsibility.

Ask yourself: Is there anything “here” that

might present a barrier?

Ontarians with Disabilities Act, 2001 (ODA)

• What is it?– Public sector required to develop and file an

accessibility plan. • Library’s endeavours resulted in our accessibility

plan, September 2003.– http://www.lib.uwaterloo.ca/News/UWLibDocs/access/plan.h

tml

– Highlighted the definitions of ‘disability’ and ‘barrier’.

• Why is the AODA better? The ODA:– Has no regulations. – Is based on the idea of accommodation.

ODA & Accommodation

• Assumption of ‘normal’ activity• Responsibility of ‘disabilities’ office• Modify environment one person at a

time– Reactive rectification of barriers

• Requires person to disclose

A ‘barrier’ is anything that stops a person with a disability from fully taking part in society

because of that disability.

Shift in Approach

Accommodation• Disability or problem

is with the person• Reactive• Individualized solution

Accessibility• Problem is with the

environment• Proactive• Integrate accessibility

in planning• Universal design

Note: The duty to accommodate continues!

Barriers• Types:

– Physical

– Architectural

– Information or communications

– Attitudinal

– Technological

– Systemic

• Key insight:– Think in terms of barriers; don’t focus on the person’s

[dis]ability.

Can you think of an example of each type of barrier?

Print Disabilities

• Prevent people from reading standard print.• Can be due to a visual, perceptual or

physical disability.– E.g., vision impairment, a learning disability or a

disability that prevents the physical holding of a book.

• For full access, ensure the provision of:– Publications in multiple formats, such as Braille,

audio, large print and electronic text.– Assistive technology From: Library and Archives

Canada: Initiative for Equitable Library Access

Full Participation The Vision

• A video:– http://www.youtube.com/watch?v=zWzU

F293uX0– Steve Kuusisto

• A professor of creative writing at the University of Iowa.

• Joint appointment in public humanities at the Carver Center for Macular Degeneration.

• What caught your attention?

Waterloo & the AODA Customer Service

Standard

A Closer Look

• The Vision: Ontario is the only jurisdiction in the world to require public and private sector organizations to train their staff on accessible customer service.

Who is Responsible?

• Faculty & Staff– Full-time; Part-time– Contract; co-op; casuals

• Volunteers• ... Anyone acting on our behalf...

Definition of ‘Customer Service’

• Interaction between a customer and a service provider of goods and service.

• Customer is one who engages in such an interaction in order to receive goods or services.– May be voluntary or involuntary.

• Providers include third parties and volunteers.

Who are the Library’s Customers?

• Students• Faculty & Staff• Visitors• …

Q&A – Who are Your Customers?

• Acquisitions• Cataloguing• Circulation• Facilities• Information Services

and Resources• Library Administration• Site Libraries• Special Collections• Systems

Four Principles

• DIGNITY– Self-respect, respect of others

• INDEPENDENCE– Do things without unnecessary help from others

• INTEGRATION – Same service, same way

• EQUALITY OF OPPORTUNITY – Same options, chances, and benefits

UNIVERSITY

What is the University doing for compliance?

What the University is Doing…

• The University has created policy statements to comply with the AODA.

• The University is offering training using the COU modules.

• More information available on the homepage of the Office for Persons with Disabilities.– http://www.adm.uwaterloo.ca/infosa/disa

bilities/