1. Towards an Accessible Ontario Essex County Accessibility Workshop October 27, 2011 Accessibility Directorate of Ontario Ministry of Community and Social Services

2. 2 Ontario is a Province of Firsts The passage of the Accessibility for Ontarians with Disabilities Act (AODA), 2005, made Ontario the first jurisdiction in the world to move from legislation that reacts to complaints to one that takes a proactive approach to mandating accessibility. Ontario is the first jurisdiction in Canada with legislation that sets out a clear goal and timeframe to make Ontario fully accessible Ontario is the first province to create standards that will break down barriers that prevent people with disabilities from fully participating in the important areas of everyday life Standards are focused on Customer Service, Information and Communications, Transportation, Employment and the Built Environment Ontario is the first jurisdiction in the world that requires public and private sector organizations to train their staff on how to provide accessible customer service

3. 3 Profile of Disability in Ontario The numbers  About 1.85 million people in Ontario have disabilities; that’s 15.5% of Ontario’s population  As the population ages, the number of Ontarians with a disability will increase, as will the need for accessibility The case for employment  Untapped labour market potential  Unemployment rate five times as high The case for accessible businesses  People with disabilities do business, shop and travel with their friends and families in our communities, just like everyone else  By learning how to serve people with disabilities, businesses may attract more customers, build customer loyalty and improve their services for everyone

4. 4 Why Accessibility Makes Sense  The number of seniors aged 65 and over is projected to more than double from 1.7 million in 2008 to 4.1 million by 2036  By 2017, for the first time, seniors will account for a larger share of the population than children aged 0-14  Boomers represent 40% of the income share in Ontario  As they age, it is expected that they will drive society to meet their needs and demands  This is a huge demographic that cannot be ignored

5. 5 Accessibility Benefits Everyone  Accessibility not only helps people with disabilities, it benefits: –seniors (especially those with mobility difficulties) –families travelling with young children (strollers, wagons, etc.) –visitors with luggage

6. 6 Potential Economic Impacts  Government of Ontario commissioned the Martin Prosperity Institute (MPI) to study the benefits of accessibility  MPI report “Releasing Constraints: Projecting the Economic Impacts of Increased Accessibility in Ontario” shows that: –Accessibility is an investment in future prosperity –With a labour/skills shortage, Ontario may be increasingly dependent on a workforce:  currently with disabilities; and/or  working beyond current retirement age – when accessibility issues more readily impact labour market participation/ productivity after age 65 –Consumers are increasingly represented by the disability community –Need to market to and develop products for persons with disabilities in order for Ontario businesses to compete and succeed

7. 7 Potential Economic Impacts  Through implementation of accessibility standards, Ontario could expect revenue increases and multiplier benefits across the economy  Tourism and retail are examples of two sectors that should see increased revenue: –Tourism could see a 3 – 7% increase in visits and could result in additional tourism expenditures of $700 million to $1.6 billion over the next five years –Retail could see increase in sales ranging from $3.8 to $9.6 billion over the next 5 years

8. 8 The Accessibility for Ontarians with Disabilities Act (AODA)  Vision: An Accessible Ontario by 2025  AODA is about enforceable accessibility standards  Standards will foster integrating accessibility into regular business and capital planning

9. 9 AODA: Current Standards  Accessibility standards address key areas of daily living: –Customer Service –Information and Communications –Employment –Transportation –Built Environment  Inclusive, consensus-based approach to developing standards by involving: –People with disabilities –Representatives of industries and economic sectors –Ontario government ministries –Broad public consultation  Standards apply to public, broader public, not-for-profit and private sectors

10. 10 Accessibility Standards for Customer Service  The customer service standard (Ontario Regulation 429/07) was the first accessibility standard under the AODA  It came into force January 1, 2008 Timelines for compliance and reporting:  Broader Public Sector (BPS) compliance date was January 1, 2010: 100% compliance reporting rate  Organizations in the private and non-profit sectors must comply by January 1, 2012. Organizations with 20 or more employees will be required to file a report in 2012.

11. 11 The AODA: Who has to comply?  Applies to all organizations in the public, private and non-profit sectors that: –provide goods, services or facilities directly to the public or to other businesses or organizations –have at least one employee in Ontario – are provincially regulated.  Requirements will be phased in over time, giving businesses and organizations time to integrate the accessibility requirements into their regular business processes.

12. 12 Customer Service Standard Highlights  Set up policies, practices and procedures on: –providing goods or services to people with disabilities –the use of assistive devices –service animals and support persons – must be allowed in areas open to the public  Ensure policies, practices and procedures are consistent with key principles of: –independence –dignity –integration –equality of opportunity

13. 13 Customer Service Standard Highlights  Provide training to: –staff, volunteers, contractors, and anyone who deals with the public on behalf of the provider –anyone involved in developing customer service policies, practices and procedures  Communicate in a manner that takes a person’s disability into account  Let people know ahead of time what, if any, admission fee will be charged for a support person  Let the public know when facilities or services are temporarily not available  Set up a process to receive and respond to feedback

14. 14 Customer Service Standard Documentation Requirements  Designated public sector organizations and organizations with 20 or more employees, must: –document in writing all policies, practices and procedures for providing accessible customer service to people with disabilities –let customers know that these documents are available on request –provide this information to a person with a disability in a format that takes into account his or her disability

15. 15  Covers three new accessibility standards - Information and Communications, Employment and Transportation  Became law on June 3, 2011 and requirements began to come into effect on July 1, 2011  Harmonizes common requirements across the three standards and also includes specific requirements for each  Timelines for compliance with requirements staggered between 2012 and 2021 Integrated Accessibility Standards Regulation: Three standards, one regulation

16. 16 Open and Inclusive Development Process  The public had a total of four opportunities to review and/or provide feedback on proposed requirements of the IASR  Standards Development Committees (SDCs) were required to post their initial proposed standards for public feedback (generally 60-80 days)  Government posted SDCs’ final proposed standards for public information  45-day Open for Business Strategy posting in fall 2010  45-day AODA posting from February 1 to March 18, 2011

17. 17 Integrated Accessibility Standards Regulation Highlights General  Develop policies to support each standard  Establish and maintain multi-year accessibility plans outlining strategies to prevent and remove barriers –Public sector to consult with people with disabilities when establishing, reviewing and updating accessibility plans

18. 18 Integrated Accessibility Standards Regulation Highlights Information and Communications  Makes the ways organizations send and receive information and communications accessible, e.g. websites, alternate formats Employment  Removes barriers to joining the workforce and promotes inclusive workplaces that accommodate disabilities Transportation  Supports barrier-free travel for work and leisure

19. 19 Emergency Procedure Requirements  By January 1, 2012, organizations are required to have individualized emergency response information prepared for employees with disabilities. This may be as simple as making current emergency information available in an accessible format or with a communication support. In some cases, employees may need special measures to ensure their safety and security needs are met.  By January 1, 2012, organizations that prepare emergency procedures, plans or public safety information and make them available publicly must provide this information in accessible formats or with communications supports on request.

20. 20 Accessibility Reporting under the AODA  Businesses and organizations covered by an accessibility standard will be required to file a report, unless specifically exempted by regulation –Customer Service: organizations with fewer than 20 employees are exempt –IASR: organizations with fewer than 50 employees are exempt  Reports to be filed on-line, in a simple checklist format  AODA requires obligated organizations to make accessibility reports available to the public

21. 21  Changes will be reflected in two legislative components: –Ontario Building Code – areas such as: entrances, doorways and corridors public washrooms –AODA – outdoor spaces such as: play spaces pedestrian trails accessible parking spaces  Focus is on a go-forward basis (will not apply to retrofit) Accessible Built Environment

22. 22 Public Education Strategy The Accessibility Directorate reaches out to obligated organizations to help them meet requirements of accessibility standards:  Develop and distribute information and resources through key channels:  key events and conferences  ministry website  stakeholder websites, newsletters and publications  Strategic public and private sector partnerships with key provincial umbrella organizations  AODA Contact Centre (ServiceOntario) dedicated to answering enquiries about the AODA and accessibility standards

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24. 24 EnAbling Change Partnership Program 2011-12

25. 25 Highlights of Regulatory Requirements Compliance  Establishes an Administrative Monetary Penalties Program that prescribes the administrative penalties –Use of administrative monetary penalties will be considered an avenue of last resort when all other compliance assistance and improvement options have been exhausted  Designates the Licence Appeal Tribunal (LAT) to hear appeals of Directors Orders under the AODA –The LAT will hear appeals from organizations of director’s orders, but not individual complaints. Individuals who feel that their human rights have not been met would continue to complain to the Ontario Human Rights Commission  In order for compliance and enforcement activities to apply to the Customer Service Regulation, a housekeeping amendment of Ontario Regulation 429/07 (Customer Service Standard) is required

26. 26 Approach to Compliance - Summary Beyond compliant: Incentives in future COMPLIANCE ASSISTANCE - general Compliant with education and outreach efforts COMPLIANCE IMPROVEMENT Non-compliant or did not file : Returned to compliance by: 1:1 contact Desk audit Field visit ENFORCEMENT Persistent non- compliance: Consider I&E COMPLIANCE ASSISTANCE - targeted Compliant with compliance assistance: Help desk Automated reminders Notice of non- compliance

27. 27 Getting to 2025 An Accessible Transit System  Conventional transit: -Accessible vehicles -Audio announcements -Clearly marked priority seats -Free travel for support persons  Para transit: -Coordinated services -Access for visitors -Travel with companions

28. 28 Getting to 2025 An Accessible Retail Sector  Possibilities for customers: –Audio functionality for online shopping –Larger change rooms –Product instructions available via email –Flexible return policies  For job applicants: –Accessible formats –Accommodation plans in place

29. 29 Getting to 2025 An Accessible Municipality  Accessible council meeting minutes  Posted multi-year accessibility plans  Ongoing community consultation  Accessible online services  Accessible emergency preparedness information  Accessibility features in procurement  High level of website accessibility  Policies in place for accessible taxis

30. 30 Appendix A: Links and Resources AccessON www.ontario.ca/AccessON AODA Contact Centre (ServiceOntario) Toll-Free: 1-866-515-2025 TTY: 416-325-3408 / 1-800-268-7095 Fax: 416-325-3407 ServiceOntario Publications (to order resources online): www.publications.serviceontario.ca