final join conference panel presentation-nov 22-12

Sharon M. MyattPanel Moderator

Ontario JOIN(Job Opportunity Information Network)

Welcoming Remarks

Taru VirkamakiConsultant and Project Manager

Ontario JOIN (Job Opportunity Information Network)

JOIN Platinum Standards Project Overview

Project PhasesResearchFinal Research Report ReceivedOrientation and PlanningProject Manager HiredProject Management Tools Developed--Critical Path, Official WorkplanProject LeadershipJOIN Board of DirectorsSteering Committee RecruitedCommunity ConsultationIn-Depth Survey DevelopedFocus GroupsFirst Draft of JOIN Platinum Standards

Research: Key Findings from Global ResearchBest practices literature emphasized changes required to achieve disability competence:

Corporate CultureVisioning and LeadershipEnsure Core Values and Mission Statement states that diversity among customers and employees is valued. Display Core Values in prominent locations. Identify corporate vision and goals regarding disability competence and inclusivity.Internal InvestmentEnsure that senior management leads accessibility effortsTie management performance goals to achievement of disability goalsEnsureDepartments have disability action plans Time and money is allocated to meeting departmental goalsEmployees participate in creating the accessibility strategyChampion Disability-related initiatives by establishing a Disability Council or Committee

TrainingEnsure employees clearly understand the legal obligation and its rationale, and the business, economic, and ethical case for ensuring accessibilityShare examples of service excellence and fair employment best practices during regular briefings with employeesIncludeInclude disability awareness in all diversity training Include accommodations for persons with disabilities in all skills training courses Monitoring, Tracking and AssessmentMeasure results and track what works Assess employees’ understanding and sharing of organization’s vision to normalizing accessibilityTrack adjustments requested and made, to develop and retain institutional knowledge.Use feedback from disability champions to improve policies, procedures and actions

Research: Key Findings from Global ResearchCorporate Culture (continued)

Benchmarking Become leaders by encouraging disability competence in other organizations EstablishLinks with other organizations to measure disability competenceThat disability accessibility and inclusivity is integral to business, and ensure that all employees understand the goal of disability competence.

Research: Key Findings from Global ResearchCorporate Culture (continued)

Customer Service MustFeature a concerted effort to remove physical and cultural barriersCultivate a customer base of persons with disabilities by offering responsive goods and services targeted to their needs and preferences

Employment MustCultivate disability competence in recruitment, employee integration, performance evaluation, and return to work processes. Actively seek candidates with disabilities to strengthen the employee base

Research: Key Findings from Global ResearchThree Standards

Information and Communications MustExtend accessibility beyond the availability of alternate media and technologyConsider how people with disabilities are represented in all corporate communications, as this reflects the knowledge and attitudes of the organization

Community Consultation

Survey Process and Results

Developed in-depth on-line survey

Initially tested among Project Steering Committee members and a selection of JOIN’s Business Leadership Network and Membership OrganizationsInvited to:Review and assess questions, survey flowEvaluate survey experienceDetermine time to completeProvide critique

Received feedback and modified surveyFinal survey distributed to 268 Ontario employers

Community Consultation--Profile of Survey Respondents


Survey Process and ResultsWhen the Customer Service Standard of the AODA became law on January 1, 2008, what were the first steps you took to address your compliance requirements?


Survey Process and ResultsHow would you rate the level of knowledge about the AODA Standards amongst all staff within your organization?


Survey Process and ResultsHow confident do you feel that you have met all obligations to all of your customers?

Community ConsultationSurvey Process and Results - Information and CommunicationsEmergency Procedures and PlansThe deadline for compliance for this requirement was January 1, 2012. Did your business or organization meet the Compliance deadline?

Community ConsultationSurvey Process and Results - Employment StandardHas your business or organization begun planning how to make its recruitment and employment processes accessible to meet all the requirements of the Employment Standard?

Community ConsultationFocus Groups

Three Focus Groups were held in:

The Greater Toronto areaOttawa (in partnership with EARN)London (in partnership with the Ability First Coalition and PIE London & Middlesex)


Focus Group Results

Focus Groups consisted of:


Focus Group ResultsWhat is your overall knowledge of the AODA standards?

Community ConsultationFocus Group Key Findings - Customer Service StandardPersons with disabilities should be hired to conduct random test or audit services, perhaps as mystery shoppers, at businesses or organizations regarding accessibility and adherence to customer service standard requirements.Businesses or organizations should ensure the procurement process for contracting with Third Parties which includes a clause that states their organization retains the right to test Third Party employees on customer service standard training to ensure they are compliant.Compliance with all requirements of the Standard must be audited and tested with special emphasis on training.Training should include specific information about various disabilities to help debunk stereotypes and myths that persist about disabilities and persons with disabilities. Training should be expanded to include an organization’s vision and values for accessibility and inclusion, and the proper etiquette for interacting with persons with a disability with respect and sensitivity. Meeting of all compliance requirements should be monitored at the highest levels of an organization, and accountability should begin at the top.

Community ConsultationFocus Group Key Findings - Employment StandardThe Standards should include internships as they are helpful for persons with disabilities to experience corporate culture.Need to include educating the employer about having discussions with employees with disabilities and what the discussions can or should be. E.g. “Can I talk to you about this or can I not?” It’s not a discriminatory act to discuss disability needs with an employee with a disability. Need to add an education piece for the management and the rest of staff on appropriate ways to discuss employees with disabilities. We should include information about self-disclosing. The best practice from a service provider perspective is to encourage self-disclosure.A Platinum Standard for employers to develop an inclusion lens. The tool looks at all areas under the AODA and to let an employer know all that they have to consider.


Focus Group Key Findings - Information and Communications StandardShould consider other methods for offering information about a business’/organizations’ job opportunities, and goods and services in acknowledgement of the fact that many persons with disabilities may be living in poverty and do not have access to computers or the Internet.Key consideration is to incorporate persons with disabilities on accessibility teams from end to end. They should be part of any product development, including Websites.


Focus Group Key Findings - OtherParticipants commented that JOIN needs to audit the government on the Platinum Standards throughout all levels, or if not all, then at least one level of the government should be audited.Include persons with disabilities in product development and design, it is necessary to look at different industries, and the people who are designing society. Companies are designing products in isolation. It is the complication of the legislation that it focuses on individual companies instead of legislating industries to develop accessible products.

Ontario JOIN Platinum StandardsInclusion and Accessibility

Currently finalizing development incorporating results from surveys, community consultation, research on global best practices

Next steps: Test Audits Large private company Small not-for-profit entity

Cam CrawfordDirector of Research at the Institute for Research and

Development on Inclusion and Society – IRIS

Member, OJOIN Steering Committee

The following is drawn from a synthesis of research (literature and statistics)

Statistical sources: o HALS (Health and Activity Limitation Survey)o PALS (Participation and Activity Limitation Survey)o SLID (Survey of Labour and Income Dynamics)

These are all major Statistics Canada surveys

The employment rate of people with disabilities is consistently lower than that of people without

disabilities, but has been improving (HALS & PALS)

© [email protected]

The gap in employment for people with disabilities has historically persisted

across gender lines, but is narrowing (PALS)


Employment levels vary by age…(but worsen in relative terms for people with disabilities as they get

older) (PALS 2006)


Employment levels vary by age…(and are highest in middle adulthood) (SLID 2009)


Employment rates increase with increases in education level (PALS 2006)


Highest level of educational certification has increased, showing disability status* (SLID, 1999, 2004, 2008)


Work-related training makes a difference

Training is associated with positive employment outcomesoLack of work-related training is reported as one of the main barriers to employment by people with disabilities who are outside of the labour forceoVarious reports have pointed to the problem of lack of training for people with disabilities


Geography matters

The employment gap between people with and without disabilities has been longstanding in all jurisdictionsoBut the gap has tended to be largest from Quebec eastwards


Employment levels vary by whether job supports are needed (PALS 2006*)

* People active in the labour force at some point from 2001-2006© [email protected]

Employment levels vary by whether needed job supports are available (PALS 2006*)

* People active in the labour force at some point from 2001-2006© [email protected]

Marked differences in employment rates by type of disability (PALS)

Employment levels decrease with severity of disability (PALS 2006)


Employment levels also vary in relation to…

Public perceptions and attitudes towards disability Cause of disability Age at disability onset A range of other factors

But…

For youth, defined by in one recent study as 23 to 26 years, with severe disability (Carter, Austin & Trainor, 2012), the single strongest predictor of having a paying job at or above the minimum wage two years after leaving high school is…oHaving a job for pay while attending high school

Youth with ‘severe disability’ (Carter, Austin & Trainor, 2012) included…

450 youth with intellectual disability, autism or multiple disability and who, at the beginning of a six-year research cycle, were either oNot in school or oIn school but exempted from mandated standardized testing or o(Two of) not well able to read and understand common signs, tell time on a hand clock, count change, look up telephone numbers or use a telephone

Future directions

Facilitate access to post-secondary education and training and the supports needed to succeed, thereFacilitate transitions from school to work, and ensure necessary supports are available to youth and employersLearn about what works well and continue to build on successes with upcoming cohorts of young peopleImplement individualized, client-focused, well-coordinated approachesIn the absence of PALS (it’s been cancelled), ensure we have a good alternative disability data system so we can track progress and keep a focus on factors that help account for what works!


Kim CoulterChief Operating Officer

JVS TorontoChair, OJOIN Steering Committee

Platinum Employment Standard

RecruitmentRecruitment

Recruit through career fairs that focus on students and job seekers with disabilitiesJob postings: available in alternative formats highlight any physical demands focus on bona fide requirements & core skill sets for the role ensure web portals are fully accessible e.g. screen readers ensure applications are available in different formatsJob offers: provide accommodation policies at time of hire include flexible work arrangements whenever possible

Platinum Employment StandardAccommodationAccommodationEstablish:Processes for an employee to participate in the development of his/her accommodation planSchedules for reviewing and updating an employee’s accommodation planProcedures for providing a rationale if an employee’s accommodation plan has been deniedEnsure:Individual accommodation plans are provided in an accessible format according to the employee’s accessibility needs Staff & management have training on the scope of disabilityCentralized budget that provides resources for accommodation measures


AccommodationAccommodation continued…..

InformEmployees of the availability of accommodation measures and the process for requesting an accommodation MeasureSatisfaction of employees through an annual satisfaction survey


ScreeningScreening

Ensure alternative room set-ups taking into consideration access for interview rooms e.g. Well lit rooms , larger space for wheel chairs, working dogs, support workers, family ; minimal distractions, quietProvide supports e.g. note pads, hard copy of interview questions, support workers or family to provide assistanceExplore job shadowing and short-term job trials for those who require additional supports to demonstrate ability to perform the job


OnboardingOnboarding

Ensure employees are provided with accessible information & communication supports necessary to perform his/her job Establish a mentorship or buddy program Ensure trainers/coaches have extensive training on supporting employees with disabilities & developing materials in alternative formats. E.g Braille, plain language, accessible pdf files, accessible on-line training, large print. Extend the probationary period for employees with disabilities who have excellent motivation, attendance & attitude, but require additional coaching/timing to hit optimal targets for performanceProvide external Job Coaches


Retention Retention

Use objective & measurable performance appraisal criteria to ensure employees are not penalized for accommodationRevisit accommodation requirements if employees change rolesEnsure new managers are educated in requirementsEnsure new work locations provide accommodations required


Career Planning & AdvancementCareer Planning & Advancement

Identify employees who face barriers to their career advancement related to their disability, differences and accommodation requirements and take specific actions are taken to overcome them.Track and monitor results of Career Advancement for employees with disabilities in a meaningful way. Review employment systems to ensure that the needs of employees with disabilities are identified and fulfilled from the hiring process through career advancement


Performance Management Performance Management

Ensure managers are held accountable for their efforts in creating an inclusive work environment for all Performance manage managers to ensure opinions or attitudes are not influencing assessment of performance of employees with disabilities or that assumptions about a person's ability to perform a task are not being madeProvide education sessions on performance management of employees with disabilities to ensure biases and misconceptions do not occurEnsure professional development opportunities are facilitated by trained professionals who understand accommodation, different learning styles, different methodologies and individual coaching best practices. Ensure all training materials are available in different formats


MeetingsMeetings

Site check for: accessibility of meeting rooms & entrances; movement of wheelchairs, walkers, etc.; audio systems; lighting, etc.Prepare in advance: requests for accommodations, scheduling of interpreters and notetakers, print materialsEnsure: scent free environment; chairs are briefed on best practices; one voice at a time; review evacuation plans.


Return to WorkReturn to Work

Conduct job task analysis early in the return to work process to determine accommodations, supports or other job changes to enable a person with a disability to maintain their positionProvide information package and educational sessions to ensure broad awareness of the return to work processComplete modifications to employee accommodation plans in consultation with all parties.


Return to WorkReturn to Work

Regularly monitor and measure the number and nature of leaves and implement measures for improvementReport to senior management all research, improvement and quality measuresEducate and raise awareness among employees about the business benefits of inclusion and accessibility through educational workshops and learning sessionsProvide regular training and awareness sessions on invisible and episodic disabilities such as mental health and wellness, not just physical disabilities.


Evacuation and SafetyEvacuation and Safety

Regularly re-visit evacuation plans and performs test evacuations to ensure there are no potential barriers for employees with disabilitiesAsk employees if they require assistance for evacuation or during an emergency.

Pina D’IntinoInformation Technology and SolutionsSr. Manager, Enabling Solutions and

Support ManagementScotiabank

Member, OJOIN Steering Committee

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Platinum Information and Communications Standard

Feedback

Train management, employees and volunteers on feedback/complaint policies and procedures appropriate to their positionIncludes actions & solutions front line employees and volunteers can initiate for fast resolution of complaints

Track feedback from customers and employees with disabilities by type of complaint action required timeliness of response to complainant follow-up action

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Feedback continued.... Establish:Accountability process for customer feedback Report is submitted quarterly to senior management/Board of Directors containing type of complaint or feedback, action taken, and response to customer.

Ensure:Customers and employees with disabilities as well as any feedback/complaints received are included in planning processes for continuous service improvementEmployees and volunteers are recognized for innovative and timely resolutions to customer feedback/complaints.

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Emergency ResponseInstall audible alarm and visual alarms when signally building evacuation to assist persons who are deaf or hard of hearing to evacuateReview emergency and evacuation plans annually. Include customer and employee feedback in review. Third Party security staff have disability awareness training, and are well-versed in emergency response and evacuation protocolsEncourageSelf-disclosure from employees and volunteers with disabilities in order to have individualized emergency response plans in place.

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WebsitesFundAllocate a budget for the IT and website department for disability plansPlanIT department planning team includes customers and employees with expertise in disabilities to inform disability competence and accessibility strategyDisability action plans with annual goals established in IT and website department to achieve accessibilityTrack Monitor Accessibility plans are monitored, and progress to achieving disability goals is tracked.

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Integrative Management PlanningAnnual budget planning process for all departments includes an accessible technology budget lineAnnual monitoring and review process in all departments regarding information and communications to determine progress toward achieving accessibility plans and targets.Public relationsIT & websiteInternal communicationsHRMarketing

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Products and ServicesPersons with disabilities--customers and employees (and volunteers)--are integral part of new product or services design from end to end to ensure accessibility is a fundamental consideration

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Platinum Customer Service Standard

Marketing ResearchIncludes strategy to include persons with disabilities in focus groups/surveys to learn their preferences and requirementsDetermine the extent to which persons with disabilities from all groups are accessing services, using or buying products

MarketingEstablishMarketing team that includes customers and employees with expertise in disabilities to inform disability competence and accessibility strategyAnnual action plan targets customers with disabilities in new product and services development

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Marketing continued....TrackTrack and review information from persons with disabilities who disclose their disability while accessing products and services PromoteActively market accessibility in services for customers with disabilities and availability of accessible products for customer use

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Public/Media RelationsIncludePersons with disabilities in annual Public & Media plans as part of strategy teamProvide Education about various disabilities to ensure that persons with a disability on the team are not required to ‘speak for all persons with disabilities’PromoteAccessibility in services for customers with disabilities and availability of accessible products for customers use

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Public/Media Relations continued....

EnsureOrganizations supported through sponsorships or partnered with in cross-promotions are disability competent and able to demonstrate thatAll literature and campaigns include positive images of persons with disabilities as customers and employees, and displayed engaged in activities with other customers and/or employeesPublic/media releases are available in alternate, accessible formats

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final join conference panel presentation-nov 22-12

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