1. Accessibility forOntarians withDisabilities Act, 2005(AODA)Training on Accessibility Standards for Customer Service,Oliver & Bonacini Restaurants

2. DID YOU KNOW?1 in 7 Ontarians have a disability.Over the next 20 years, that number will rise as the population ages. 3. PURPOSE OF AODA TRAINING: How to welcome guests with disabilities How to serve guests with different kinds of disabilities How to help guests who use assistive devises What to do when guests with disabilities need help accessing O&Bsgoods and services How to communicate and provide notice of temporarily unavailablefacilities or services How to gather feedback 4. CORE PRINCIPLESThese are important principles to always remember whencommunicating and interacting with people.INDEPENDENCEDIGNITY INTEGRATION EQUALITY 5. CORE PRINCIPLESDIGNITY shall mean respecting and treating every person including personswith a disability as valued and as deserving of effective and full service as anyother person.INDEPENDENCE shall mean freedom from control or influence ofothers, freedom to make your own choices.INTEGRATION is the intermixing of people or groups previously segregated.EQUALITY is the state of being equal especially in status, rights andopportunities. 6. DEFINITION OF DISABILITIESDisabilities includes different severity, visible as well as non-visible disabilities, anddisabilities of which may come and go.Some persons with disabilities may require an assistive device. 7. ASSISTIVE DEVICESAn assistive device is a tool, technology or other mechanism that enables a personwith a disability to do everyday tasks and activities, such asmoving, communicating or lifting. Personal assistive devices can includewheelchairs, hearing aids, white canes or speech amplification devices. 8. If you notice a person having any difficulty accessing a good or service agood starting point is to simply ask.How may I help you?It is expected that someone requiring an additional need identifythemselves. 9. REMEMBER: Information about a disability is personal and private and must betreated confidentially. 10. Lets look deeper and define some of the different disabilities that apply tothe customer service standard. 11. PHYSICAL DISABILITIES:Only some people with physical disabilities use wheelchairs, some may usecrutches while some may have difficulty walking longer distances. 12. PHYSICAL If you have to have a lengthy conversation with someone in a wheelchair or scooter, consider sitting so to be at eye level with your guest. If you have permission to move someones wheelchair, do not leave them in an awkward, dangerous or undignified position, such as facing a wall or in the path of opening doors. 13. PHYSICAL Seat guests with physical disabilities at an easily accessible table. Dont touch or handle assistive devices without permission. Dont move assistive devices or equipment out of your guests reach. If a guest is waiting to be seated offer them a chair to sit. 14. PHYSICAL Let your guests know about accessible features in the immediate environment that are appropriate to theirneeds (accessible washrooms, ramps, etc.) As per the request of a guest we may book accessible transit to pick up guests from all of our locations. 15. VISION LOSS DISABILITIESVision loss can restrict someones ability to read, locate landmarks or seehazards.Some people may use a guide dog or a white cane, while others may not. 16. VISION LOSSDont assume the individual whoappears to have a vision loss cantsee at all. Many people who have lowvision may still have some sight.Identify yourself when you approachsomeone using an assistive deviseand speak directly to the person.Offer your elbow to guide them ifneeded. 17. VISION LOSSSeat your guest at an easilyaccessible table in a well lit sectionof the restaurant.O&B does not haveBrailleMenus, however you can:Ask if they would like you to readany printed material out loud tothem (example, a menu, signs orfees).Always face the guest and speakdirectly to them, do not yell orshout. 18. VISION LOSSService animals are allowed in allO&B locations except for in theback of house.A service animal is not a pet, theyare working animals. Avoidtouching, feeding or addressingservice animals.If youre not sure if the animal isa pet or a service animal, askyour guests. A service animal willbe issued an official card.Service animals are not only usedto assist people with visiondisabilities, for example some arehearing alert animals and trainedto alert oncoming seizures. 19. HEARING LOSSPeople who have hearing loss may be deaf, deafened or hard of hearing.They may also be oral deaf unable to hear, but prefer to talk instead of usingsign language. 20. HEARING LOSS Once a guest has identified themselves as having hearing loss, make sure you seat them in a well-lit area where they can see your face and read your lips. If possible seat your guests in a quieter area and reduce the background noise. 21. HEARING LOSS Before speaking, attract the persons attention such as a gentle touch on the shoulder or slight wave of your hand. If necessary, ask if another method of communicating would be easier (for example, using a pen and paper). 22. DEAFBLIND DISABILITIESA person who is deafblind may have some degree of both hearing and visionloss.Many people who are deafblind will be accompanied by an intervener, aprofessional support person who helps with communication.A person who is deafblind is likely to explain to you how to bestcommunicate, perhaps with an assistive card or note. 23. DEAFBLINDSupport person might help the person with adisability with a variety of things fromcommunicating,to helpingwithmobility, personal care or medical needs.Welcome the support person.Speak directly to the guest, not to the supportperson.Support persons are not given a special fee ordiscounted price at O&B. 24. SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIESVarious disabilities such as cerebral palsy, hearing loss or other conditions maymake it difficult for a person to pronounce words or may cause slurring.Learning Disabilities refers to a variety of disorders which can affect how a persontakes in or retains information. Important Dont assume that a person with a speech impairment also has another disability. 25. SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIES Whenever possible, ask questions that can be answered with yes or a no. Use simple language. Be patient. Dont interrupt or finish the individuals sentences. If a person has difficulty reading the menu or understanding material, be patient and read the items to them. 26. INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIESDevelopmental or intellectual disabilities may limit a persons ability tolearn, communicate, do everyday activities and live independently.Mental health issues may affect a persons ability to think clearly, concentrateor remember things and can range in terms of severity.Important - Dont make anassumption of what a person can do.Treat them with the same respectand consideration you have foreveryone else. 27. INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIESWhen speaking to a personwith adisabilitybeconfident, calmandreassuring.If a person appears to be in acrisis, ask them to tell you thebest way to help. 28. COMPLYING AND PREVENTING BARRIERSOliver & Bonacini Restaurants respects our duty to do our best inaccommodating every person that walks through our doors.The more barriers we can eliminate, the better we can provide exceptionalcustomer service to all individuals. 29. COMMUNICATIONO&B is committed to providing accessible service to persons withdisabilities. Posted online at www.oliverbonacini.com is O&Bs Accessibilityfor Ontarians with Disabilities Act, Standards for Customer Service policy.We will also communicate online any temporary disruptions in facilities orservices that people with disabilities usually use to access an O&Bs goodsor services, including the reason, duration and any alternatives available. 30. WE WELCOME FEEDBACK!People are able to leave feedback online, in person, to a manager,viatelephone or mail.O&B Employees can also leave comments regarding the way O&B providesgoods and services to persons with disabilities on the internal website.Contact information can be found online at www.oliverbonacini.com.O&B will respond to all complaints and comments in a timely manner. 31. THANK YOU!Now that you have completed this training we hope that implementingthe customer service standard, accessibly will simply become a part ofyour everyday service.