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2009-2010 Accessibility Plan: Report on Status of Customer Service Requirements

The Accessibility Standards for Customer Service (Ontario Regulation 429/07) came into force on January 1, 2008.  All OPS ministries must comply with the Regulation by January 1, 2010.

To begin to transition OPS ministries to this regulation, this section has been added to the ODA Planning Template to highlight customer service initiatives. 

Focus Area: Customer Service
Commitment: Complete
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.
Implementation Timeframe: Sept 07 – Oct 09
Results Achieved: The Youth Admission Interview Tool has been reviewed and meets requirements.

Focus Area: Customer Service 
Commitment: Complete
The Youth Justice Services Division will evaluate the need for a policy on signage about service provision to people with disabilities.
Implementation Timeframe: Sept 07 – Mar 10
Results Achieved: Under the Accessibility Standards for Customer Service, notice about service disruption is required. Service disruption signs, in English and French, have been provided to youth justice facilities and probation offices across the province.

Focus Area: Customer Service
Commitment: On-going
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.
Implementation Timeframe: Sept 07 – Oct 2009
Results Achieved: The ministry continues to contract with the Geneva Centre for Autism to provide training to resource teachers and home visitors. To date, over 1,100 resource teachers and home visitors have received training as part of this initiative.

Focus Area: Customer Service
Commitment: Complete
The Youth Justice Services Division will implement Telephone Teletype (TTY) services in all youth probation offices.
Implementation Timeframe: Sept 07 – Nov 09
Results Achieved: Telephone Teletype (TTY) services are now available in all youth probation offices.

Focus Area: Customer Service
Commitment: On-going
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.
Implementation Timeframe: Sept 07 – Jan 09
Results Achieved: All staff working in the Youth Justice Division have taken part in the “May I Help You?” and “May I Help You? Supplementary” e-learning modules. Additionally, staff have received copies of the Accessibility Standards for Customer Service regulation and the Ontario Public Service Directives and Guidelines.

Focus Area: Customer Service
Commitment: Complete
The Youth Justice Services Division will review templates for Plans of Care and Case Management to identify any barriers to accessibility.
Implementation Timeframe: Sept 07 – Oct 09
Results Achieved: Templates for Plans of Care and Case Management have been reviewed and no barriers to accessibility were identified.

Focus Area: Customer Service
Commitment: On-going
The Information and Information Technology Accessibility Centre of Excellence will explore alternatives for enhancing teletypewriter (TTY) services in keeping with the Ontario Public Service (OPS) Quality Service Standards.
Planned Action: The Information and Information Technology Accessibility Centre of Excellence will continue to explore ways to enhance TTY services offered by the Ontario government including using its intranet site to publish best practices, policies and other TTY resources to promote the OPS Quality Service Standards.
Implementation Timeframe: Sept 07 – Mar 10
Results Achieved: Initial findings were analyzed and the Information and Information Technology Accessibility Centre of Excellence continues exploring alternatives for enhancing existing TTY services in the event that there is a requirement for an enterprise automated TTY service (e.g. software application to replace existing TTY systems).

Focus Area: Customer Service 
Commitment: On-going
The ministry will continue to assess and make plans to improve the accessibility of its offices and facilities for staff and clients with disabilities.       
Planned Action: As changes to an existing or new site are required, the Capital and Accommodation Services Branch will work to assess all ministry sites to identify where accessibility improvements are required with a view to enhancing the accessibility of our offices.
Implementation Timeframe:   Sept 07 – Mar 10
Results Achieved:  The ministry has completed a number of projects which have enhanced accessibility for staff and clients with disabilities.

Focus Area: Customer Service 
Commitment: On-going
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.
Implementation Timeframe:  Sept 08 – Mar 10
Results Achieved: The I&IT Accessibility Centre of Excellence provided on-request advice and guidance to the ministry regarding the TTY ordering process.  The I&IT Accessibility Centre of Excellence also explored alternatives to existing TTY services (e.g., software solutions).

Focus Area: Customer Service
Commitment: On-going
The ministry’s Capacity Development Office will support the delivery of a training session on accessibility awareness for ministry staff.
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: The Capacity Development Office promoted the in-class training and continues to promote the online training on providing accessible customer service on the MCYS Learns intranet page (under Complementary Learning Opportunities).

Focus Area: Customer Service
Commitment: On-going
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.
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: Staff have reviewed areas of the Day Nurseries Act regulations. A working group has been created to examine potential changes.

Focus Area: Customer Service
Commitment: Complete
The Early Learning and Child Development Branch will provide training opportunities to policy staff to increase their knowledge of disability and accessibility.
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: All policy and program staff have completed the two “May I Help You?” e-learning modules.

Focus Area: Customer Service
Commitment: On-going
The Renewal Strategies Office will promote and monitor the use of the Centre for Leadership and Learning’s online training on providing accessible customer service.
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: The ministry promoted and tracked uptake of the accessibility learning modules available through the Centre for Leadership and Learning.

Focus Area: Customer Service
Commitment: On-going
Consistent with the Accessibility Standards for Customer Service, the ministry will post detailed information about renovations to its offices when they will cause a disruption to service.
Planned Action: The ministry will notify staff and clients of any renovations that may occur in the building in a timely fashion by posting the information in a visible area.
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: Consistent with the requirements contained in the Accessibility Standards for Customer Service, the ministry is posting notices when its services are interrupted.

Focus Area: Customer Service
Commitment: Complete
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. Implementation Timeframe: Sept 08 – Mar 10
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.

Focus Area: Customer Service
Commitment: Complete
The Renewal Strategies Office will develop an action plan to ensure ministry compliance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07 by January 1, 2010.
Implementation Timeframe: Sept 07 – Mar 10
Results Achieved: A ministry action plan was developed to support compliance.

Focus Area: Customer Service
Commitment: On-going
The ministry will encourage staff to take plain language training and “May I Help You?” e-learning.
Planned Action: The ministry will continue to encourage staff to take training that will help in their understanding of providing accessible customer service. The ministry is encouraging all staff to complete “May I Help You” and “May I Help You Supplementary”
Implementation Timeframe: Sept 08 – Mar 10
Results Achieved: As of October 200
Focus Area: Customer Service
Commitment: On-going
The ministry will encourage staff to take plain language training and “May I Help You?”

Table of Contents

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