Accessible Customer Service Training Regulation (Regulation: Accessibility Standards for Customer Service, 6) Monitor the sustainment plan for Accessible Customer Service Training for staff, volunteers and 3rd party agencies, in order to continue to comply with the Accessible Customer Service Regulation, under the Accessibility for Ontarians with Disabilities Act (AODA). Ongoing Corporate Services, Facilities and Property Management, Accessibility Coordinator and Resources, Talent Management On an ongoing basis, new full and part time staff, and volunteers receive Accessible Customer Service training. Specific targeted training sessions or meeting discussions regarding serving customers with disabilities is available upon request. Accessible Elections Review of elections manuals, training, technology and software in preparation of the October 2014 Municipal Election. Implementation of the work plan for the 2014 Municipal Election. Corporate Services, Office of the City Clerk, Director, Legislative Services and Clerk Elections manuals, training, technology and software will be finalized by summer 2014 in preparation for the October 2014 Municipal Election. Voting locations will be audited for accessibility. There will be hall monitors and accessible voting equipment available. Accessible Information and Communication Initiatives Accessible Formats and Communication Supports (IASR, 12) Review relevant policies. Reinforce Accessible Customer Service Training Develop Vendor list. Develop guidelines for accessible public information materials. 2014 Corporate Services, Communications, Senior Communications Advisor Public information materials include the standard message: If you require this information in an alternate format, please call 3-1-1 (905-615-4311 if outside city limits). Accessible Document Training will continue to be provided to staff in 2014, this includes how to create accessible PDFs. Initial training sessions began in February 2013. An Accessible Documents Reference Guide was compiled to accompany the in-class training, and is also available on the staff intranet site. At the annual City Manager’s Leadership Conference, an exhibit was put together to educate all about how to create accessible electronic and print documents. Accessible Feedback Processes Develop accessible on line feedback processes in addition to other methods. 2013 Corporate Services, Communications, Current feedback processes are accessible and allow residents to provide feedback in a variety of methods (i.e. e-mail, phone, TTY, in person).
A new on-line Library Catalog was made available in December 2012 with the contract requirement to conform to IASR requirements as part of the procurement of the Library system. Accessible Employment Initiatives Employee Accommodations Recruitment planning, screening and selection process provides accommodations. Accommodations are provided to employees. Return to work process with related applicable accommodations is in place. Performance management, career development and redeployment take into consideration the Revise policy and work processes for recruitment; workplace emergency response; employee accommodation; disability management and return to work; performance management; career development and employee redeployment. Develop targeted training for all Resources staff, Managers/Supervisors, and all employees on the changes to policy and process as a result of the employment standards. Communicate employment policies and processes to all staff. 2013 Corporate Services, Human Resources, Manager, People Planning, and Manager, Employee Health Services Recruitment, assessment or selection process: All job postings include mandatory language informing applicants about available accommodation. AODA Employment - Recruitment Guide developed for all persons conducting recruitment. Developed Essential Duties Worksheet Scripts developed for invite to interview (email & telephone) to inform applicants about available accommodation. Scripts developed for invite to testing (email & telephone) to inform applicants about available accommodation. Process developed for discussing accommodation with candidate who requests it. Outlined in recruitment guide. Compiled & resources to support accommodations in recruitment process AODA interview etiquette guidelines developed for use by all persons conducting recruitment. Accessibility policy includes all elements of the Employment standard regulations. Revised recruitment policies, as part of the recruitment review. City IASR mandatory e-learning and face-to-face training includes information regarding recruitment. Notice to successful applicants: Language to offer letter and offer e-mail templates.
A Communication Plan was prepared and delivered through website, event, media releases and print. Announcements on the bus. (IASR, 52) Pre-boarding and on-board announcements (visual and auditory) have been implemented on all MiWay buses. The Standard Practice Instruction (SPI) will be revised. 2011/ 2012 Transportation and MiWay, Transit Planner Automated Announcements were installed on all MiWay buses in 2010. The SPI was revised in 2012. Service Disruptions (IASR, 35, 47, 50) Non-functioning accessibility equipment on buses will be repaired as soon as practicable. Revisions to existing policies regarding the steps taken to accommodate persons with disabilities will be done. The SPI regarding “Passenger drop off/pick up after snowfall” will be revised. 2011/ 2012 Transportation and Works, MiWay, Transit Planner SPI’s on service disruptions and boarding at a safe location have been revised. Currently issues alerts on route detours when they are known in advance. Information is posted online at miway.ca, as well at affected terminals and stops. MiWay staff are working towards improving communication of alerts with customers via social media, i.e. Twitter. Taxicabs (IASR, 79) Include information in the City’s Accessibility Plan about consulting with the Accessibility Advisory Committee regarding the proportion of accessible taxicabs in Mississauga. 2013/ 2014 Transportation and Enforcement Division, Manager Mobile Licensing Enforcement Currently, there are 36 accessible taxicabs for Mississauga. On March 18, 2013 an Accessible Transportation Subcommittee (of the AAC) meeting was held. The Manager, Mobile Licensing described the current situation with respect to accessible taxicab service in Mississauga A public meeting with AAC and the Public Vehicle Advisory Committee was held in June, 2013. A review of how other municipalities are implementing the IASR requirement: “to consult with persons with disabilities regarding the proportion of on-demand accessible taxicabs in the community” was conducted. A communication strategy was developed and implemented in December, 2013 to notify residents and visitors to Mississauga to let us know about their