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Accessibility Plan 2008-2009: Report on Status of Customer Service Commitments

This section of the plan is about accessibility activities that affect customer service. It includes the results of the ministry’s 2007-2008 commitments. During the year, the ministry also takes advantage of new opportunities to improve accessibility and additional achievements that occurred in 2007-2008 but were not the result of a commitment made in last year’s accessibility plan are also included here. Finally, the section reports new commitments and planned activities for next year, December 2008 to December 2009.

Focus Area: Customer Service
Impact: Service
Commitment: Completed
The Youth Justice Services Division will communicate Child and Family Services Act and ministry requirements for the provision of appropriate services for clients with specific disabilities or needs to ministry service providers.
Results Achieved:
All Service Description Schedules, as well as standards in the Youth Justice Manual, have been updated with current requirements for service to youth with disabilities. Processes are in place for updates as new requirements are developed.
Implementation Timeframe: September 2008

Focus Area: Customer Service
Impact: Service, Policy and Program
Commitment: Completed
Youth Justice Services Division reception staff will receive the Accessibility Directorate of Ontario’s online training, May I Help You? Welcoming Customers with Disabilities, which is available on the website of the Ontario Public Service Centre for Leadership and Learning.
Results Achieved:
All regional reception staff in the division have completed the online accessible customer service training. All new Youth Justice Services Division regional staff will be asked to complete the training as part of their orientation. The division’s Integration Branch and Regional Offices will monitor to ensure that new staff complete the training.
Implementation Timeframe: January 2008 - September 2008

Focus Area: Customer Service
Impact: Policy
Commitment: Completed
The Strategic Planning Branch of the Strategic Policy and Planning Division will research the well-being of children and youth, including those with disabilities, using a number of indicators in the areas of health, education, social inclusion and economic opportunity.
Results Achieved:
The branch has worked with partners in many ministries to compile research on the well-being of all of Ontario's children and youth including those with disabilities. The first profile will not contain enough information about children and youth with disabilities to comprehensively report on their status. Over the long term, this research may include more information on this sub-population and will help inform policy and program development discussions across government.
Implementation Timeframe: September 2007 – November 2008

Focus Area: Customer Service
Impact: Service
Commitment: Completed
The Child and Parent Resource Institute (CPRI) will implement desktop videoconferencing telepsychiatry services to provide better access to services for children, youth and their families or caregivers in underserved communities.
Results Achieved:
The “Western Hub” of the Ontario Child and Youth Telepsychiatry program became fully operational in 2007 and has helped more than 146 clients receive psychiatric consults through videoconferencing. Client survey results show clients highly value obtaining “specialty” services in their local community through this new technology.
Implementation Timeframe: September 2007 - December 2007

Focus Area: Customer Service
Impact: Service
Additional Achievement: Completed
The Child and Parent Resource Institute provided a presentation promoting inclusion, equality and accessibility to its staff. Together We Rock!, is an awareness session developed and delivered by a professional speaker who uses augmentative communication and talks of his own experiences as a person with a disability. In addition, all staff of the Institute were required to complete the May I Help You? Welcoming Customers with Disabilities online training offered by the Centre for Leadership and Learning.
Implementation Timeframe: September 2007 - October 2008

Focus Area: Customer Service
Impact: Service
Commitment: Completed
Thistletown Regional Centre will facilitate the training of all staff on providing effective customer service to people with disabilities.
Results Achieved:
Over 80 current full-time staff took the May I Help You? Welcoming Customers with Disabilities online training. The training is about providing effective customer service to people with disabilities.
Implementation Timeframe: September 2007 – November 2008

Focus Area: Customer Service
Impact: Service
Additional Achievement: Completed
As part of National Access Awareness Week, ministry staff were offered the opportunity to attend accessibility expos in each region of the province. The expos offered a variety of presentations, exhibits and workshops on topics such as guide dog etiquette, working with someone with a visual disability, and learning disabilities.
Implementation Timeframe: May 2008 – June 2008

Focus Area: Customer Service
Impact: Service
Additional Achievement: Completed
Staff in the Central East Region of the Program Management Division included information on accessibility in an employee orientation binder.
Implementation Timeframe: September 2007 to October 2008

Focus Area: Customer Service
Impact: Service
Additional Achievement: Completed
The Human Resources Strategic Business Unit included information about disability and accessibility in orientation information for new staff.
Results Achieved:
The Human Resources Strategic Business Unit updated two key accessibility resources posted on the ministry’s online orientation pages: Accommodating People with Disabilities: We All Share the Responsibility and Employment Accommodation: Responsibilities of Ministry Staff. In addition, new links to accessibility resources were added to both documents.
Implementation Timeframe: June 2007 – November 2008

Focus Area: Customer Service
Impact: Policy
Commitment: Completed
Corporate Policy and Intergovernmental Affairs Branch will continue to consider the accessibility needs of Ontarians with disabilities in federal/provincial/territorial relations.
Results Achieved:
The Canada-Ontario Labour Market Agreement for Persons with Disabilities was extended to March 31, 2009. This agreement helps to improve employment outcomes for persons with disabilities. In addition, the branch monitored initiatives for persons with disabilities through participation in the Federal/Provincial/Territorial Benefits and Services for Persons with Disabilities working group.
Implementation Timeframe: September 2007 – November 2008

Focus Area: Customer Service
Impact: Service
Commitment: Ongoing
The ministry’s Youth Justice Services Division will review the Youth Admission Interview Tool that was implemented across the province in both open and secure youth justice residential services. The tool may support early identification and subsequent planning of care for clients with disabilities and other needs.
Results Achieved:
The Youth Admission Interview Tool has been implemented successfully in all regions. The tool allows for the identification of medical, physical or emotional needs and related care and program requirements. During the summer and fall of 2008, the division’s Integration and Operational Support Branches conducted a review of the tool since its implementation. The review indicated that the tool been completed in 94% of the admission in youth centres and that 89% of the youth interviewed believed the results had been used by staff to meet their needs.
Planned Actions: During 2008-2009 the Youth Admission Interview tool will be implemented in the three new directly operated youth centres.
Implementation Timeframe: September 2007 – March 2009

Focus Area: Customer Service
Impact: Service
Commitment: Ongoing
The Youth Justice Services Division will evaluate the need for a policy on signage about service provision to people with disabilities.
Results Achieved:
In late 2008, the division’s regional management team and Operational Policy Standards and Program Development Unit began a process to develop a policy on signage about service provision to people with disabilities.
Planned Actions: The division will develop a policy by spring 2009.
Implementation Timeframe: September 2008 – March 2009

Focus Area: Customer Service
Commitment: Ongoing
The Specialized Services and Supports Branch of the Policy Development and Program Design Division will support training for resource teachers and home visitors working with children with autism spectrum disorders in a child care setting.
Results Achieved:
The ministry continues to contract with the Geneva Centre for Autism to provide training to resource teachers and home visitors. To date, 1,166 resource teachers and home visitors received training as part of this three-year initiative.
Planned Actions: The ministry, through the Geneva Centre for Autism, will provide training for more resource teachers and home visitors to assist them in supporting children with autism spectrum disorders in child care settings.
Implementation Timeframe: September 2007 – March 2009

Focus Area: Customer Service
Impact: Service
Commitment: New
The Youth Justice Services Division will implement TTY (Telephone Teletype) services in all youth probation offices.
Planned Actions:
Probation offices in each of the division’s four regions will implement TTY services and reception staff will be trained. Managers will be made aware of the ministry Guide to Effective TTY Services.
Implementation Timeframe: December 2008 – December 2009

Focus Area: Customer Service
Impact: Service
Commitment: New
The Youth Justice Division will ensure all staff providing services to the public are familiar with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Accessibility Standards for Customer Service regulation. Orientation of all new staff will also include training in this area.
Planned Actions:
Staff will be directed to review the Accessibility for Ontarians with Disabilities Act and the Accessibility Standards in Customer Service requirements on the AccessOn.ca website. Knowledge of the Ontarians with Disabilities Act will be incorporated into the recruitment process for front-line staff.
Implementation Timeframe: December 2008 - December 2009

Focus Area: Customer Service
Impact: Policy
Commitment: New
The Youth Justice Services Division will review templates for Plans of Care and Case Management to identify any barriers to accessibility.
Planned Activities:
The division’s regional management teams will work with the Operational Policy Standards and Program Development Unit to review the templates for any barriers to accessibility and revise them accordingly. If any revisions are needed, the division will implement revised templates throughout the regions.
Implementation Timeframe: December 2008 – December 2009

Focus Area: Customer Service
Impact: Service
Commitment: New
The Centre of Excellence for Information and Information Technology (I&IT) Accessibility of the Children, Youth and Social Services I&IT Cluster will facilitate the ordering of TTYs (Telephone Teletypes) by ministry offices.
Planned Actions:
The Centre of Excellence will develop TTY ordering information and will coordinate the posting of the information on the Infrastructure Technology Services intranet page.
Implementation Timeframe: January 2009 - July 2009

Focus Area: Customer Service
Impact: Policy, Program, Service
Commitment: New
The ministry’s Capacity Development Office will support the delivery of a training session on accessibility awareness for ministry staff.
Planned Actions:
The ministry will provide training for policy and other ministry staff. Topics may include information about accessibility and interacting with individuals with different types of disabilities. Training opportunities will be communicated to staff as they arise.
Implementation Timeframe: December 2008 - December 2009

Focus Area: Customer Service
Impact: Policy
Commitment: New
The Early Learning and Child Development Branch of the Strategic Policy and Planning Division will review acts and regulations that pertain to the operation and management of licensed child care programs to identify and remove barriers to children and parents with disabilities.
Planned Activities:
The branch will review the Day Nurseries Act and a related regulation, Ontario Regulation 262, barriers to children and parents with disabilities as they relate to licensed child care.
Implementation Timeframe: December 2008 - December 2009

Focus Area: Customer Service
Impact: Policy
Commitment: New
The Early Learning and Child Development Branch will provide training opportunities to policy staff to increase their knowledge of disability and accessibility.
Planned Actions:
Awareness training opportunities will be identified and offered to policy staff. Training will include discussions on accessibility requirements or issues affecting the areas of early learning and child development.
Implementation Timeframe: December 2008 - December 2009

Focus Area: Customer Service
Impact: Service
Commitment: New
The Human Resources Strategic Business Unit will promote and monitor the use of the Centre for Leadership and Learning’s online training on providing accessible customer service.
Planned Actions:
In 2009, all ministry staff will be asked to complete the online training course May I Help You? Welcoming Customers with Disabilities training and the supplement to this course entitled: May I Help You Supplementary -- 10 Things You Need to Know about Accessible Customer Service. The Human Resources Strategic Business Unit will monitor completion of the training.
Implementation Timeframe: January 2009 – December 2009

Focus Area: Customer Service
Impact: Policy
Commitment: New
The Financial Planning and Business Management Branch of the Business Planning and Corporate Services Division will revise the ministry’s procurement policies to address accessibility considerations.
Results Achieved: The ministry’s draft procurement policy has been revised to include a section on the Ontarians with Disabilities Act with a link to the Act.
Planned Actions: Staff procurement training will include information on accessibility considerations. Training is planned for December 2008.
Implementation Timeframe: September 2007 –January 2009

Focus Area: Customer Service
Impact: Services
Commitment: New
The Financial Planning and Business Management Branch of the Business Planning and Corporate Services Division will explore methods of tracking accessibility expenditures by using IFIS Chart of Accounts coding. Such information could assist in future evaluation of efficient methods of providing accessible services.
Planned Actions: The branch will determine tracking requirements and any options available for IFIS coding.
Implementation Timeframe: November 2008 –December 2009

Focus Area: Customer Service
Impact: Services
Commitment: New
The Human Resources Strategic Business Unit will develop an action plan to ensure ministry compliance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07 by January 1, 2010.
Planned Actions:
A plan including activities at various levels of the ministry will be developed to address the following:
* development and documentation of policies, procedures and practices on providing services to people with disabilities;
* directions and procedures for communicating with a person with a disability;
* training of ministry staff;
* providing information about how to access accessible services and on feedback mechanisms; and
* providing notice when facilities or services that people with disabilities rely on are disrupted.

Ministry divisions will implement the plan.
Implementation Timeframe: December 2008 to December 2009


Table of Contents

  1. Introduction
  2. Report on Status of Customer Service Commitments
  3. Report on Other Accessibility Commitments
  4. For More Information