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2016 Multi-Year Accessibility Plan REPORT
City of Hamilton Access and Equity Office
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Multi-Year Accessibility Plan 2016
Executive Summary
Achieving an accessible City is important to the City of Hamilton’s Mayor and Council, management and staff. To this end, the City of Hamilton is committed to ensuring that persons with disabilities have equitable access to the City’s programs, services, opportunities and resources. This commitment includes being in compliance with the Accessibility for Ontarians with Disabilities Act, (AODA) 2005 and the standards requirements, as well as undertaking activities and initiatives that will achieve the City’s stated goal.
Since 2013, the City of Hamilton has submitted Annual Multi-Year Accessibility Plan (MYAP) status reports providing an overview of the progress that the organization has made with respect to the City’s commitment to accessibility. The Multi-Year Accessibility Plan details departmental strategies, initiatives and activities to reaching the organization’s goals of creating an accessible organization and delivering exceptional and accessible services. The document also reports on the progress made during the year and sets out the measures and deliverables proposed for the year ahead. The Multi-Year Accessibility Plan further demonstrates the City of Hamilton’s compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards (Ontario Regulation 191/11).
The following strategic goals were developed for each accessibility standard to help us meet the requirements of AODA:
Information and Communications Standards: The City of Hamilton is committed to ensuring that information and communication and supports including the City’s website and self-service kiosks are fully accessible and available in accessible formats.
Employment Standards: The City of Hamilton is committed to ensuring that persons with disabilities who are potential employees will be accommodated and supported throughout the recruitment, assessment, selection and hiring process and when they are seeking advancement opportunities as employees.
Transportation Standards: The City of Hamilton is committed to ensuring that persons with disabilities access barrier free services and programs when using Hamilton Street Railway (HSR) and the Accessible Transit System (ATS) including DARTS.
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Design of Public Spaces Standards: The City of Hamilton is committed to ensuring that City facilities and open spaces are fully accessible and/or will provide accessibility measures to meet the needs of persons with disabilities when accessing programs, services, resources and opportunities.
Customer Service Standards: The City of Hamilton is committed to ensuring that persons with disabilities receive equitable, inclusive and accessible customer service that meets their needs when accessing and utilizing City’s services, programs, resources and opportunities.
AODA Risk-Assessment Audit - A Partnership with Audit Services To further ensure effective implementation of the AODA Integrated Accessibility Standards, the Access and Equity Office in partnership with Audit Services launched a new initiative in November 2015, the “Accessibility for Ontarians with Disability Act (AODA) Compliance Audit Pilot”. The purpose of the project was to help departments conduct their own AODA Accessibility Standards for Customer Service compliance self-assessment and subsequently the self- assessments can be used as a tool to measure compliance across the organization, to identify opportunities for improvements in areas of deficiency and to support the City’s efforts of achieving the requirements of the AODA Accessibility Standards for Customer Service.
Five citizen facing City service locations were selected for AODA Compliance Audit Pilot including Recreation, Planning, Parking and By-Law Services, Clerks, Customer Service, Access & Equity. The selected location in each Division completed their own self-assessment and submitted to Audit Services for analyzing. Then in the summer of 2016, the Risk Assessment tool was rolled out to the rest of the organization. Audit Services Division will prepare an independent validation report for a sample of locations as it relates to the criteria noted in the self-assessment tool. This new tool will support the organization’s collective efforts of achieving AODA Accessibility Standards for Customer Service compliance across the City and will promote a greater level of transparency and accountability. We believe that this work can help take us further in delivering sensational service to all residents, especially to persons with disabilities. A summary of the compliance risk assessment, grouped by theme, will be prepared by the Audit Services Division for submission to Audit, Finance and Administration Committee.
The multi-year plan also includes accessibility information from the Hamilton Public Library. Though the Library information is presented separately for this year, the library information will be integrated in future reports. Moving forward, the City of Hamilton will continue to proactively implement its obligations under the AODA, 2005 and its regulation requirements.
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Overview of the Ontarians with Disabilities Act, 2001 and Accessibility for Ontarians with Disabilities Act, 2005
The Ontarians with Disabilities Act, 2001, (ODA), was passed by the Province of Ontario and received Royal Assent on December 14, 2001 to “improve opportunities for persons with disabilities and to provide for their involvement in the identification, removal and prevention of barriers to their full participation in the life of the province”. The sections of the Ontarians with Disabilities Act which apply to municipalities were proclaimed on September 30, 2002 and apply to all Ontario municipalities. The Ontarians with Disabilities Act, 2001 continues to be in force until repealed in whole or part.
The Province of Ontario passed the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) on May 10, 2005 and received Royal Assent on June 13, 2005. The AODA is a provincial law that recognizes the history of discrimination against persons with disabilities in Ontario and will require the “…development, implementation and enforcement of standards” for accessibility to goods, services, facilities, employment, accommodation and buildings for persons with disabilities.
Ontario’s first accessibility standard, the Accessibility Standards for Customer Service, became law on January 1, 2008 and the Integrated Accessibility Standards (Information and Communication, Transportation and Employment) was enacted on June 3, 2011 while the Accessibility Standard for the Built Environment came into effect on January 1, 2013. These standards set out requirements that organizations, businesses and municipalities are legally required to comply with. On July 1, 2016, the Accessibility Customer Service Standards, Integrated Accessibility Standards and Built-Environment Standards were amended and became one entity and renamed the Integrated Accessibility Standards.
Large public sector organizations are required to produce annual status reports that highlight the progress made in advancing their Multi-Year Accessibility Plan strategies and in meeting the requirements of the Integrated Accessibility Standards Regulations. The City of Hamilton has provided compliance reports to the Province since 2010 and has been compliant in all areas. In addition, the City of Hamilton has been implementing the Barrier-Free Design Guidelines which is a made-in-Hamilton design guidelines that is over and above the requirements stipulated in the Ontario Building Code and the Built Environment Standards, for the most part.
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Multi-Year Accessibility Plan Strategic Direction 2013 – 2017 Summarized Table
Integrated Accessibility Compliant Strategic Goal Pages Standard Regulation () Section Part I: The City of Hamilton is General committed to ensuring that Section 1-8 persons with disabilities 34-36 have equitable access to the City’s programs, services, opportunities and resources. Part II: The City of Hamilton is Information & committed to ensuring that Communications information, communication Working towards Standards and supports including the achieving WCAG 37-40 Section 9-19 City’s website and self- Level AA service kiosks are fully compliance by accessible and available in 2021 accessible formats. Part III: The City of Hamilton is Employment committed to ensuring that Standards persons with disabilities, Section 20-32 who are potential employees, will be accommodated and 41-46 supported throughout the recruitment, assessment, selection and hiring process, as well as when they are seeking advancement opportunities as employees. Section IV: The City of Hamilton is Transportation committed to ensuring that Standards persons with disabilities Section 33-80 access barrier-free services and programs when using Hamilton Street Railway 47-54 (HSR) and the Accessible Transit System (ATS) including Disabled and Aged Regional Transportation System (DARTS).
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Integrated Accessibility Compliant Strategic Goal Pages Standard Regulation () Section Section IV.1: The City of Hamilton is Design of Public Space committed to ensuring that Standards City facilities and open Compliance (Accessibility spaces are fully accessible activities are Standards for the Built and/or will provide determined Environment) accessibility measures to yearly through 55-61 Section 80.1- 80.44 meet the needs of persons capital projects. with disabilities when accessing programs, services, resources and opportunities. Section IV.2: The City of Hamilton is Customer Service committed to ensuring that Standards persons with disabilities Section 80.45-80.51 receive equitable, inclusive and accessible customer 62-65 service that meets their needs when accessing and utilizing City’s services, programs, resources and opportunities.
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TABLE OF CONTENTS
A. Demographic Profile of Persons with Disabilities in Hamilton and Ontario……………………………………………………………………………… 11 B. City of Hamilton Policy Statement of Commitment to Accessibility and Persons with Disabilities………………………………….. 14 C. Organizational Alignment and Collaboration across Departments………………………………………………………………………………… 15 D. Identification of Participants……………………………………………………….. 15 Advisory Committee for Persons with Disabilities……… ….… 15 Staff Access and Equity Committee…………………………………. 17 Equity and Diversity Strategic Implementation Team…….. 18 E. City of Hamilton Vision, Mission, Culture and Priorities…………….. 18 F. Multi-Year Plan Overview…………………………………………………………….. 20 Highlights of Measures Taken in 2016………………………………….. 21 Advisory Committee for Persons with Disabilities…………… …… 28 Built Environment Working Group…………………………………………. 30 Transportation Working Group………………………………………………. 32
PART I: GENERAL 1. Purpose and Application…………………………………………………………….. 34 2. Definitions…………………………………………………………………………………… 34 3. Establishment of Accessibility Policies………………………………………. 34 4. Accessibility Plans………………………………………………………………………. 34 5. Procuring or Acquiring Goods, Services or Facilities...... …… 35 6. Self-service Kiosks………………………………………………………………… …... 35 7. Training…...... 35 8. Exemption from Filing Accessibility Reports...... 36
PART II: INFORMATION AND COMMUNICATIONS 9. Definitions and Exceptions………………………………………………………….. 37 10. Application…………………………………………………………………………………… 37 11. Feedback……………………………………………………………………………………... 37 12. Accessible Formats and Communication Supports……………………. 37 13. Emergency Procedure, Plans or Public Safety Information………. 38 14. Accessible Websites and Web Content…………………………………….… 38 15. Educational and Training Resources and Materials etc.……………. 39 16. Training to Educators………………………………………………………………….. 39 17. Producers of Educational or Training Materials…………………………. 40 18. Libraries of Educational and Training Institutions…………………….. 40 19. Public Libraries……………………………………………………………………………. 40
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PART III: EMPLOYMENT STANDARDS 20. Scope and Interpretation…………………………………………………………… 41 21. Schedule…………………………………………………………………………………….. 41 22. Recruitment, general…………………………………………………………………… 41 23. Recruitment, Assessment or Selection Process………………………… 42 24. Notice to Successful Applicants………………………………………………… 42 25. Informing Employees of Supports…………………………………………… 43 26. Accessible Formats and Communication Supports for Employees…43 27. Workplace Emergency Response Information……………………………… 43 28. Documented Individual Accommodation Plans……………………………… 44 29. Return to Work process……………………………………………………………… 44 30. Performance Management………………………………………………………….. 44 31. Career Development and Advancement……………………………………. 45 32. Redeployment……………………………………………………………………………… 45 33. Definitions………………………………………………………………………………….. 46
PART IV: TRANSPORTATION STANDARDS CONVENTIONAL AND SPECIALIZED TRANSPORTATION SERVICE PROVIDERS, GENERAL 34. Availability of Information on accessibility equipment, etc……… 47 35. Non -functioning Accessibility Equipment………………………………… 47 36. Accessibility Training…………………………………………………………………. 47 37. Emergency Preparedness and Response Policies…………………….. 47 38. Fares, Support Persons…………………………………………………………….. 47 39. Transition, Existing Contracts…………………………………………………… 48 40. Transition, Existing Vehicles……………………………………………………… 48
CONVENTIONAL AND SPECIALIZED TRANSPORTATION SERVICE PROVIDERS, ACCESSIBILITY PLANS 41. Accessibility Plans, Conventional Transportation Services……… 48 42. Accessibility Plans, Specialized Transportation Services………… 49 43. Accessibility Plans, Conventional and Specialized Transportation Services…………………………………………………………… 49
CONVENTIONAL TRANSPORTATION SERVICES PROVIDERS, GENERAL 44. General Responsibilities………………………………………………………….. 49 45. Alternative Accessible Method of Transportation…………………… 49 46. Fares………………………………………………………………………………………… 49 47. Transit Stops……………………………………………………………………………. 50 48. Storage of Mobility Aids, etc……………………………………………………. 50 49. Priority Seating………………………………………………………………………… 50 50. Service Disruptions…………………………………………………………………. 50 51. Pre-Boarding Announcements……………………………………………… 51 52. On-Board Announcements……………………………………………………. 51
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CONVENTIONAL TRANSPORTATION SERVICE PROVIDERS, TECHNICAL REQUIREMENTS 53. Requirements re grab bars, etc……………………………………………… 51 54. Floors and Carpeted Surfaces………………………………………………… 51 55. Allocated Mobility Aid Spaces…………………………………………………. 51 56. Stop-Requests and Emergency Response Controls………………… 51 57. Lighting Features……………………………………………………………………… 51 58. Signage…………………………………………………………………………………….. 51 59. Lifting Devices, etc…………………………………………………………………… 51 60. Steps………………………………………………………………………………………… 52 61. Indicators and Alarms……………………………………………………………… 52 62. Accessibility, Rail Cars……………………………………………………………… 52
SPECIALIZED TRANSPORTATION SERVICE PROVIDERS 63. Categories of Eligibility……………………………………………………………. 52 64. Eligibility Application Process…………………………………………………. 52 65. Emergency or Compassionate Grounds…………………………………. 52 66. Fare Parity……………………………………………………………………………….. 52 67. Visitors…………………………………………………………………………………….. 52 68. Origin to Destination Services………………………………………………… 52 69. Co-ordinated Service……………………………………………………………… 53 70. Hours of Service……………………………………………………………………… 53 71. Booking……………………………………………………………………………………. 53 72. Trip Restrictions………………………………………………………………………. 53 73. Service Delays………………………………………………………………………… 53 74. Companions and Children………………………………………………………. 53
OTHER TRANSPORTATION SERVICES 75. School Transportation……………………………………………………………… 53 76. Public Sector Organizations…………………………………………………….. 53 77. Ferries………………………………………………………………………………………. 53
DUTIES OF MUNICIPALITIES AND TAXICABS 78. Duties of Municipalities, General……………………………………………… 54 79. Duties of Municipalities, Accessible Taxicabs…………………………… 54 80. Duties of Municipalities, Taxicabs……………………………………………. 55
PART IV.1: DESIGN OF PUBLIC SPACES STANDARDS (ACCESSIBILITY STANDARDS FOR THE BUILT ENVIRONMENT) 80.1. Definitions………………………………………………………………………………. 55 80.2. Application…………………………………………………………………………….. . 55 80.3. Transition………………………………………………………………………………… 55 80.4. Slope Ratios……………………………………………………………………………. 55 80.5. Schedule…………………………………………………………………………………. 55
RECREATIONAL TRAILS AND BEACH ACCESS ROUTES, GENERAL
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80.6. Trails………………………………………………………………………………………… 55 80.7. Beach Access Routes………………………………………………………………. 55 80.8. Consultation, Recreational Trails……………………………………………. 55
TECHNICAL REQUIREMENTS FOR RECREATIONAL TRAILS 80.9. Technical Requirements for Trails, General……………………………… 55
TECHNICAL REQUIREMENTS FOR BEACH ACCESS ROUTES 80.10. Technical Requirements for Beach Access Routes, General……… 55
TECHNICAL REQUIREMENTS COMMON TO RECREATIONAL TRAILS 80.11. Common Technical Requirements, General……………………………….. 56 80.12. Boardwalks…………………………………………………………………………………… 56 80.13. Ramps…………………………………………………………………………………………… 56
EXCEPTIONS TO THE REQUIREMENTS FOR RECREATIONAL TRAILS AND BEACH ACCESS ROUTES 80.14. Exceptions, Limitations……………………………………………………………… 56 80.15. Exceptions, General………………………………………………………………….. 56
OUTDOOR PUBLIC USE EATING AREAS 80.16. Outdoor Public Use Eating Areas, Application…………………………… 56 80.17. Outdoor Public Use Eating Areas, General Requirements………… 56
OUTDOOR PLAY SPACES 80.18. Outdoor Play Spaces, Application……………………………………………… 57 80.19. Outdoor Play Spaces, Consultation Requirements…………………… 57 80.20. Outdoor Play Spaces, Accessibility in Design…………………………… 57
EXTERIOR PATHS OF TRAVEL 80.21. Exterior Paths of Travel, Application………………………………………… 57 80.22. Exterior Paths of Travel, General Obligation……………………………. 57 80.23. Exterior Paths of Travel, Technical Requirements…………………… 57
80.24. Exterior Paths of Travel, Ramps………………………………………………… 57 80.25. Exterior Paths of Travel, Stairs…………………………………………………… 57 80.26. Exterior Paths of Travel, Curb Ramps………………………………………… 58 80.27. Exterior Paths of Travel, Depressed Curbs………………………………… 58 80.28. Exterior Paths of Travel, Accessible Pedestrian Signals……………. 58 80.29. Exterior Paths of Travel, Rest Areas………………………………………….. 58 80.30. Exterior Paths of Travel, Limitations………………………………………….. 58 80.31. Exterior Paths of Travel, General……………………………………………….. 58
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ACCESSIBLE PARKING 80.32. Application, Off-Street Parking………………………………………………….. 58 80.33. Exceptions…………………………………………………………………………………… 58 80.34. Types of Accessible Parking Spaces…………………………………………… 58 80.35. Access Aisles………………………………………………………………………………. 59 80.36. Minimum Number and Type of Accessible Parking Spaces………. 59 80.37. Signage………………………………………………………………………………………. 59 80.38. Exception……………………………………………………………………………………. 59 80.39. On-Street Parking Spaces…………………………………………………………. 59
OBTAINING SERVICES 80.40. Application…………………………………………………………………………………. 59 80.41. Service Counters……………………………………………………………………….. 60 80.42. Fixed Queuing Guides………………………………………………………………… 60 80.43. Waiting Areas…………………………………………………………………………….. 60
MAINTENANCE 80.44. Maintenance of Accessible Elements………………………………………… 60
PART IV.2: CUSTOMER SERVICE STANDARDS 80.45. Scope and Interpretation…………………………………………………………… 62 80.46. Establishment of Policies……………………………………………………………. 62 80.47. Use of Service Animals and Support Persons……………………………. 62 80.48. Notice of Temporary Disruptions………………………………………………… 63 80.49. Training for Staff, etc………………………………………………………………….. 64 80.50. Feedback Process Required…………………………………………………………. 65 80.51. Format of Documents………………………………………………………………….. 65
Looking Forward 2017……………………………………………………………………………… 66 Appendix………………………………………………………………………………………………….. 68 Key Definitions……………………………………………………………………………….. 68
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A. Demographic Profile of Persons with Disabilities in Ontario and Hamilton
Preamble
The City of Hamilton lies within an area of 1,117.21 square kilometers on the western end of Lake Ontario and currently has a population of 509,635 people. Hamilton is currently the fourth most populated urban center in the Province of Ontario after Toronto, Ottawa-Gatineau and Mississauga, the third one in the Golden Horseshoe Area and the ninth in the national rank. The City of Hamilton is strategically located about one hour from Canada’s business and most populated urban centre, Toronto, and one hour from Niagara Falls and the United States Canada border.
The City Council is comprised of a Mayor elected at large and 15 ward Councillors, each representing a specific ward or area in the City. Fred Eisenberger is Hamilton’s 62nd Mayor and has been elected for the period of 2014 - 2018. The administration of the City is guided by a City Manager and a Senior Leadership Team representing department heads of each of the City departments including City Manager’s Office, Community & Emergency Services, Corporate Services, Planning & Economic Development, Public Health and Public Works.
City of Hamilton Mayor Fred Eisenberger and Members of Council
Back Row, L to R: Councillor Doug Conley, Councillor Scott Duvall, Councillor Arlene VanderBeek, Mayor Fred Eisenberger, Councillor Maria Pearson, Councillor Lloyd Ferguson, Councillor Tom Jackson; Back Row L to R: Councillor Sam Merulla, Councillor Matthew Green, Councillor Robert Pasuta, Councillor Brenda Johnson, Councillor Terry Whitehead, Councillor Chad Collins, Councillor Judy Partridge, Councillor Aidan Johnson Councillor Jason Farr
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Demographic Profile of Persons with Disabilities
As the City of Hamilton moves forward in addressing the barriers that affect persons with disabilities, it is important to have an understanding of the number of people with disabilities living in Hamilton, how persons with disabilities participate or do not participate in the community and how Hamilton compares to Ontario and Canada. This information will help in planning for and making programs, services and opportunities more inclusive and reflective of the community.
Before discussing the demographics, it must be noted that only data from 2011 is reported in this profile. The two sources of data used to previously report on persons with disabilities, namely the Participation and Activity Limitation Survey (PALS), a national survey which collected information on adults and children who have disabilities at the national, provincial and municipal level and the mandatory long-form Census, were not available beyond 2006.
In 2011, there were 120,250 persons with disabilities1 in Hamilton2 representing 23.6% of the total population (509,635).3 Hamilton’s percentage of persons with disabilities was higher than the provincial rate (20.3%) and the national rate (18.8%).4 Hamilton had the largest proportion of persons with disabilities as a percentage of the total population in comparison to Ontario and Canada. In fact, each age group of persons with disabilities, as a percentage of the total population, in Hamilton surpassed that of Ontario and Canada. What cuts across Hamilton, Ontario and Canada was the fact that after age 44, the prevalence of disability increases significantly in which over 50% of persons 85 years and over had disabilities. Compared to Ontario and Canada, Hamilton had the highest rate of disability for persons 85 years and over at 58%.
More females than males reported having a disability(ies) in 2011 in Hamilton, Ontario and Canada.5 In Hamilton, 53.6% females and 46.4% males surveyed reported having a disability(ies). Ontario shared a similar ratio in which 53.1% females and 47% males surveyed reported having a disability(ies).
1 All data regarding persons with disabilities were obtained from a 2011 National Household Survey (NHS) custom product through the Canadian Council on Social Development (see Note on page 11). 2 Hamilton is represented by the Census Subdivision. 3 All data regarding total populations were obtained from the NHS. Note: The total populations of the NHS and the Census differ due to differences in target populations and due to the higher non-response error rate of the NHS as a result of its voluntary nature. 4 2011 National Household Survey: Custom Product. 5 2011 National Household Survey: Custom Product.
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With respect to labour force activity in 2011, the participation rate6 (individuals who are either employed or looking for work) of the population aged 15 years and older was 37% for persons with disabilities in Hamilton compared to 62.8% for the total population. In Ontario, the participation rate for persons with disabilities was 40.3% compared to 65.5% for the total population.
Regarding employment for the population aged 15 years and older, the employment rate in 2011 for persons with disabilities in Hamilton was 33% compared to that of the total population at 57.3%. In Ontario, the employment rate for persons with disabilities was 36.1%, while the employment rate for the total population of Ontario was 60.1%. Canada had similar employment rates in which persons with disabilities had an employment rate of 36.7% compared to that of the total population at 60.9%. The top three industries of the total population 15 years and over included retail trade, health care and social assistance and manufacturing with different ranks.
In terms of the unemployment rate for the population aged 15 years and older, persons with disabilities in Hamilton had an unemployment rate of 10.7%, whereas the unemployment rate of the total population was 8.7%. Persons with disabilities in Ontario had an unemployment rate of 10.4% compared to that of the total population at 8.3%. In Canada, the unemployment rate of persons with disabilities was 10.1% compared to that of the total population at 7.8%. With regard to total income, the average individual income for persons with disabilities in Hamilton was at least $7,500 less than that of the total population for Hamilton, Ontario and Canada. The average individual income of persons with disabilities in Hamilton was $31,277 (gross) compared to that of $38,965 (gross) for the total population.
References Statistics Canada. (2012). Canadian Survey on Disability. Retrieved from http://www23.statcan.gc.ca/imdb-bmdi/document/3251_D6_T9_V1-eng.htm
Statistics Canada. (2011). Census. Retrieved from http://www12.statcan.gc.ca/nhs-enm/2011/dp pd/prof/details/page.cfm?Lang=E&Geo1=CMA&Code1=537&Data=Count&Searc hText=Hamilton&SearchType=Begins&SearchPR=01&A1=All&B1=All&Custom= &TABID=1
Statistics Canada. (2008). Glossary. Retrieved from http://www.statcan.gc.ca/pub/71-222-x/2008001/glossary-glossaire- eng.htm#a15 Statistics Canada. (2010). 2006 Participation and Activity Limitation Survey. Retrieved from http://www.statcan.gc.ca/pub/89-628-x/89-628-x2007002- eng.htm
6 Statistics Canada Glossary.
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Statistics Canada. (2011). National Household Survey. Retrieved from http://www12.statcan.gc.ca/nhs-enm/2011/dp- pd/prof/details/page.cfm?Lang=E&Geo1=CMA&Code1=537&Data=Count&Searc hText=Hamilton&SearchType=Begins&SearchPR=01&A1=All&B1=All&Custom= &TABID=1
B. City of Hamilton Policy Statement of Commitment to Accessibility and Persons with Disabilities
The City of Hamilton is committed to ensuring that Council, all levels of corporate management and staff, plan, implement and evaluate strategies and opportunities that sustain and maintain the rights of persons with disabilities and their families to barrier-free programs, services and opportunities. In so doing, the City implements the Accessibility for Ontarians with Disabilities Act, 2005 according to the legislation’s standards for: Information and Communications; Employment; Transportation; Design of Public Spaces (Built Environment) and Customer Service.
The City of Hamilton is committed to providing customer service to persons with disabilities in a manner that:
• respects their dignity and independence; • is integrated as fully as practicable into the method of service delivery; • ensures reasonable efforts are made to provide equitable opportunities to accessing goods and services; • allows persons with disabilities to benefit from the same services, programs and opportunities in ways that are based on their own needs and self-determination.
Achieving an accessible city is important to the City of Hamilton
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C. Organizational Alignment and Collaboration across Departments
There is tremendous collaboration across departments, largely facilitated by the work of the Staff Access & Equity Committee and the Equity and Diversity Strategic Implementation Team. The Access & Equity Office is responsible for the preparation of the Annual Multi-Year Accessibility Plan and for identifying and reporting the requirements to comply with the AODA, 2005. The Access & Equity staff provide support through interpretation of the Act, developing tools and offering information, education and awareness training to all employees of the organization.
The Staff Access & Equity Committee is made up of at least one staff member representing each department. The Equity and Diversity Strategic Implementation Team consists of at least one director and/or manager from each department, the General Manager and Corporate Sponsor of the Committee, the Manager, Access & Equity and the Director of Customer Service, Access & Equity. The support and collaboration among both teams has led to efficient dissemination of information across department, as well as with the Access & Equity Office. In addition, there is a heightened awareness of requirements of the AODA among staff due to the continuous flow and dissemination of accessibility-related information.
D. Identification of Participants
The City of Hamilton staff, management and Council offer their thanks and gratitude to the Advisory Committee for Persons with Disabilities for their dedication and commitment to helping make accessibility improvements by providing advice regarding the removal of barriers and ensuring that new barriers are not put in place and hence, improve the quality of life for persons with disabilities.
Advisory Committee for Persons with Disabilities
The City of Hamilton’s Advisory for Persons with Disability (ACPD) is the Accessibility Advisory Committee that has been appointed by Council to oversee the implementation of the AODA, 2005 and its associated standards. ACPD has established sub-committees to address each of the regulation areas set out by the act and provides significant input and monitors the implementation of the Multi-Year Accessibility Plan, the ODA and AODA 2005.
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In addition to the responsibilities noted above, the Advisory Committee advises staff and Council about the annual accessibility plan, including its preparation, implementation, effectiveness and reviews site plans and drawings under section 41 of the Planning Act, as selected by the Committee, assists with barrier identification experienced by persons with disabilities and in establishing priorities for ongoing review and developing new initiatives and in providing input to the staff preparing the Multi-Year Accessibility Plan.
ACPD Current Members: 2014-2018 Aznive Mallett, Chair Paula Kilburn, Vice Chair Elizabeth (Jane) Cardno Patty Cameron Clare Cruickshank Erin Lindeboom Kim Nolan Tim Murphy Tom Manzuk Tim Nolan Robert Semkow Mary Sinclair Sylvia Soto Terri Wallis
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Staff Access & Equity Committee
The Staff Access & Equity Committee is responsible for gathering information concerning accessibility initiatives in respective departments that are currently in place, those that are planned for the future, reviewing and identifying how and when the issues identified in the audit and through consultations will be addressed and assisting with the preparation of the Multi-Year Accessibility Plan.
Current Members: Cindy Mercanti, Director of Customer Service, Access & Equity, Corporate Services Maxine Carter, Manager, Access & Equity, Customer Service, Access & Equity, Corporate Services May-Marie Duwai-Sowa, Access & Equity Specialist, Access & Equity, Customer Service, Access & Equity, Corporate Services Sheila DuVerney, Senior Project Manager, Neighborhood & Community Initiatives, Emergency & Community Services Peter DeBoer, Assistant Fire Prevention Officer, Emergency & Community Services Jennifer Hohol, Senior Project Manager, Public Health Services Owen Quinn, Co-ordinator of Accessible Transit, Transit, Public Works Doug Waugh, Manager, Operations and Logistical Support, Emergency & Community Services Meghan Stewart, Landscape Architect, Environment and Sustainable Infrastructure, Public Works Bonnie MacPhail, Employee and Labour Relations, Human Resources, City Manager’s Office
Key Contacts: Aznive Mallett, Chair Advisory Committee for Persons with Disabilities c/o Corporate Services – Customer Service, Access & Equity Division 71 Main Street W., 2nd floor Hamilton, ON L8P 4Y5
Maxine Carter, Manager Access & Equity, Customer Service, Access & Equity City of Hamilton 71 Main Street W., 2nd floor Hamilton, ON L8P 4Y5 TEL: 905-546-2424 ext. 6419 FAX: 905-546-2652; EMAIL: [email protected]
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Cindy Mercanti, Director Customer Service, Access & Equity 71 Main Street W., 2nd floor Hamilton, ON L8P 4Y5 TEL: 905-546-2424 ext. 2654 FAX: 905-546-2652 EMAIL: [email protected]
Equity and Diversity Strategic Implementation Team
The Equity and Diversity Strategic Implementation Team provides strategic input to the implementation of corporate-wide initiatives with respect to equity, access, inclusion and diversity, ensuring that the principles are included in the City of Hamilton’s future decisions, policies, programs and other activities.
Current Members: Mike Zegarac, General Manager, Finance & Corporate Services, Chair Cindy Mercanti, Director of Customer Service, Access & Equity, Corporate Services Maxine Carter, Customer Service, Access & Equity, Corporate Services Colin McMullan, Manager, Neighbourhood & Community Initiatives, Emergency & Community Services Patti Tombs, Manager, Cultural Development, Planning & Economic Development Angela Storey, Manager, Business and Support Services, Public Works Susan Jacob, Manager, Design, Public Works Wendy Pigott, Strategic Projects and Services, Public Health
E. City of Hamilton Vision, Mission, Culture and Priorities (2016-2025)
Vision: To be the best place to raise a child and age successfully.
Mission: To provide high quality cost conscious public services that contribute to a healthy, safe and prosperous community, in a sustainable manner.
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Culture:
Collective Ownership
Steadfast Integrity
Courageous Change Sensational Service
Engaged Empowered Employees
Priorities Community Engagement & Participation Hamilton has an open, transparent and accessible approach to City government that engages with and empower all citizens to be involved in their community.
Economic Prosperity & Growth Hamilton has a prosperous and diverse local economy where people have opportunities to grow and develop.
Healthy & Safe Communities Hamilton is a safe and supportive city where people are active, healthy, and have a high quality of life.
Clean & Green Hamilton is environmentally sustainable with a healthy balance of natural and urban spaces.
Built Environment & Infrastructure Hamilton is supported by state of the art infrastructure, transportation options, buildings and public spaces that create a dynamic City.
Culture & Diversity Hamilton is a thriving, vibrant place for arts, culture, and heritage where diversity and inclusivity are embraced and celebrated.
Our People & Performance Hamiltonians have a high level of trust and confidence in their City government.
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F. Multi-Year Plan Overview Establishing, implementing and maintaining a multi-year accessibility plan is a key requirement under the Integrated Accessibility Standards. The year’s progress, updates on accessibility initiatives and activities undertaken by the City of Hamilton and the Hamilton Public Libraries, are reported in the multi-year accessibility plan. The multi-year plan will be reviewed and updated at least once every five years and shall be made available to members of the public in an accessible format, upon request.
Initiatives and Activities This section outlines accessibility initiatives, activities and consultations undertaken, progress made and regulation requirements achieved. The compliance activities are outlined with sections numbered to correspond with the Regulation requirements.
Looking Forward 2017 This section outlines what initiatives and activities have been initiated, scheduled to commence and pending completion in 2017, as well as future initiatives.
Accessible Sidewalk at York Boulevard, City of Hamilton
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Highlights of Measures Taken in 2016
Part I: General Highlights The City of Hamilton staff are continuing to implement the AODA, 2005 Integrated Accessibility Standards Staff training with respect to the AODA, 2005 Integrated Accessibility Standards (as per the Integrated Accessibility Standards, Ontario Human Rights and the City’s Accessibility policies and procedures) is ongoing including in-class Assistive Devices training, the City of Hamilton’s Accessibility Resource Toolkit, Accessible Customer Service Access-Ability e-learning webinar, creating accessible PDF and Word documents webinars and Braille Conversion Training Volunteers are being provided AODA 2005 Integrated Accessibility Standards Policies and Procedures accessibility awareness handbook All vendors, contractors, third party agents have been advised of the City of Hamilton accessibility training program and provided with the AODA, Integrated Accessibility Standard Policies and Procedures Handbook Staff across all departments continue to provide a number of assistive devices and make documents available in alternate formats to the public, upon request Accessibility is taken into consideration when staff are procuring goods, services or facilities The City continues to produce the annual Multi-Year Accessibility Plan, which is posted on the City’s website and made available to the public, in multiple alternate formats, upon request
Hamilton Public Library The Hamilton Public Library is continuing to implement AODA accessibility policies and procedures Library staff continue to provide assistance and documents, information and resources to the public in multiple, alternate formats, upon request The Library works with the Procurement division and ensures that accessibility is considered on all significant purchases of goods, services or facilities, except collections
Part II: Information and Communications Standards The City is currently implementing a proactive strategy to ensure the City’s website is within the compliance parameters of Level A and Level AA regulations Notices and information relating to the AODA Regulation are posted on the City’s website, eNet and conspicuous locations on City premises and available to the public, upon request An Accessibility statement or clause is included in flyers, posters and notices informing the public to contact staff to request accommodation for information session, public meetings and events
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Highlights of Measures Taken in 2016
Documents are provided to the public in multiple, alternate formats, upon request The public is informed of service or facility disruptions in a timely manner and notices are posted in conspicuous locations, and where appropriate, posted on the City’s website, social media, email, newspaper/media release and via the City’s Contact Centre
Hamilton Public Library A new JAWS licence was purchased for the library computers. Production of custom digital decks is currently underway with an expected launch date for winter 2016. The use of Magnus Cards will assist individuals who face challenges in navigating library spaces, borrowing items and accessing library cards. The “cards” used on a personal device provide sequential cues, both images and audio to follow. This will be a first in Hamilton. The Library’s website and web content are designed to be complaint with WCAG Level A. Compliance with WCAG 2.0 Level A and Level AA are highest priority in the work the Library does.
Part III: Employment Standards Human Resources held an Open House as a follow up to Employment Systems Review report (ESR) that provided employees with an opportunity to drop in and learn about accommodation and inclusion at the City of Hamilton. Human Resources staff developed a video to highlight the accommodation services provided within Human Resources and Access and Equity that will be disseminated across the corporation. Human Resources began the process of updating the departmental management teams with the progress made from the Employment Systems Review recommendations and to highlight accommodation practices. These presentations will continue through the fall of 2016. Staff continue to consult with Return to Work Specialists and the Access & Equity office, as required, to address accessibility needs of employees and individual accommodation plans. Potential employees are notified about the availability of accommodation when selected to participate in an assessment, selection or hiring process.
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Highlights of Measures Taken in 2016
Hamilton Public Library Information about accommodation support is provided to the public and staff in specific job postings and the public library website The Library has undertaken an initiative with Community Living and March of Dimes to hire more individuals with disabilities Information about accommodation support is provided to the public and staff in specific job postings and the public library website Accommodation Policy and Procedures have been developed and are pending review and approval
Part IV: Transportation Standards Transit services continue to be compliant in all areas within its stipulated timeframes Conventional transit (HSR) has measures in place to accommodate persons who rely on accessibility equipment if it fails to work Current information on accessibility equipment and features of vehicles, routes, services is available to the public through various methods including in-person, telephone, City’s website, printed material (Passenger Service Bulletins such as HSR “Bus News”) and it can be provided in an alternate format, upon request The City’s HSR fleet is fully accessible with features including low floors, bus stop announcements, ramps and kneeling features DARTS vehicles are fully accessible and are equipped with either a ramp (low floor vehicle) or lift (high floor vehicle) Some of the key issues addressed by the Advisory Committee for Persons with Disabilities (ACPD) include the review of the HSR and DARTS policies and procedures, the DARTS Audit Survey and the Taxi Service Review The Advisory Committee for Persons with Disabilities (ACPD) put forth a motion to Council that the City of Hamilton provide a financial incentive for taxi operators to convert an existing taxi license and vehicle into an accessible license and vehicle, such that persons with disabilities can receive an accessible taxi to their door at the same time of day and week as any other person who gets a taxi The Transportation Working Group put forth a recommendation through ACPD to Council that Provincial funding for Uber be allocated for Specialized Transit Service in Hamilton
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Highlights of Measures Taken in 2016
Part IV.1: Design of Public Spaces Standards (Accessibility Standards for the Built Environment) In June 2016, Indwell Community Homes opened the Rudi Hulst Commons which has 47 affordable housing units. Ten of the 47 units are barrier free and half of these are designed to the requirements of the City of Hamilton Barrier Free Design Guidelines. Several accessibility related capital construction and renovation projects were undertaken at various locations including Dundurn Castle, Battlefield Museum, Hamilton Steam Museum, Hamilton Children’s Museum and Hamilton Water and Macassa Lodge. Various accessibility features were constructed and/or redeveloped such as exterior paths of travel, ramps, stairs, curb ramps, service counters. All technical and AODA requirements were taken into consideration in the design, construction and redevelopment of public spaces and capital projects. Engineering Services staff within the Public Works Department consulted with the Advisory Committee for Persons with Disabilities, Facilities Management and Capital Project Division, Access and Equity Office and members of the public on several accessibility related projects. Contractors, architects and vendors are required to adhere to the City’s Barrier Free Design Guidelines. Over 100 Accessible Pedestrian Signals have been installed at various intersections throughout the city to date.
Hamilton Public Library Construction was completed at the Waterdown Library Civic Centre and the Seniors Recreation Centre. These projects were designed using the City of Hamilton Barrier Free Design Guidelines. Height adjustable furniture including additional public computer tables were provided at the new Waterdown Library Civic Centre. Two public consultations were conducted to present the plans and gather feedback from Ward 15 Seniors Advisory Group. Renovation of the first floor meeting rooms at the Central Library is complete. The space is completely redesigned and the layout is greatly improved. Accessibility features include a hearing loop system and barrier free stage. Two building projects began in 2016 including a new Binbrook Library and renovations to the Dundas branch. Both will be accessible libraries for the community.
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Highlights of Measures Taken in 2016
Part IV.2: Customer Service Standards In 2016, the Access & Equity office and Audit Services piloted an AODA self-assessment audit among five service locations to determine AODA compliance, identify gaps and develop measures to improve accessibility and service to persons with disabilities. The pilot also included site visits of selected service locations. Following the success of the self-assessment audit pilot, Audit Services Division and the Access & Equity office launched an organization-wide AODA risk-assessment audit this past year. The audit was completed by all departments and a report with recommendations for improvement is being developed by Audit Services, City Manager’s Office. Implementation of the AODA, 2005 Integrated Accessibility Standards Awareness training is ongoing (including assistive devices training e-learning, webinar and AODA handbook). Staff, volunteers, third party agents and consultants continue ongoing training and submission of the AODA Awareness Acknowledgement forms. Ongoing distribution of assistive devices to various departments to assist persons with disabilities access our services in a manner that they require Documents regarding accessibility policies, practices and procedures, the Annual Accessibility Multi-Year Plan and documents relating to the City’s programs, services and resources are provided to the public in multiple, alternate formats, upon request. The Community and Emergency Services Department completed installation of 911 text messaging for individuals who are deaf, hard of hearing and persons who have speech disabilities, to register for the service. These individuals can communicate with 911 dispatchers and fire dispatchers through text messaging. The Recreation Division updated the Advisory Committee for Persons with Disabilities on the progress made on the recreational needs assessment recommendations. The Recreation Division developed the “Commitment to Creating Safe Spaces” policy and procedures to ensure that recreation spaces are inclusive to marginalized populations. The Municipal Service Centres within the Corporate Services department continue to improve their service approach when serving individuals with disabilities. A new Customer Service on-boarding training program was launched in 2016 and includes AODA principles and practices. The training has a handbook and an on-line training component.
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Highlights of Measures Taken in 2016
Hamilton Public Library The Customer Service Standard accessibility policies and procedures are currently being implemented. All Hamilton Public Library staff and volunteers have completed the AODA Awareness training. Documents, information and resources are available to the public in multiple, alternate formats , upon request. The Library’s new website and web content are designed to be compliant with WCAG 2.0 Level A. Priorities include improvements to web forms and solving the issue of small amounts of text in slide carousel images.
Hamilton Public Library Website
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Advisory Committee for Persons with Disabilities (ACPD) Highlights of Initiatives and Activities
Throughout the year, the Advisory Committee for Persons with Disabilities (ACPD) and its working groups – Built Environment Working Group (BEWG) and Transportation Working Group (TWG) undertook various consultations with staff and consultants with respect to the City’s accessibility activities and initiatives, in addition to providing feedback and recommendations to staff and Council.
Highlights of Initiatives and Activities ACPD Chair and members made a delegation presentation to Council respecting the Accessible Transportation Services Review (DARTS, ATS, On Street Service Delivery) It was resolved that Hamilton Street Railway (HSR) consult with ACPD on all matters related to accessible transportation including but not limited to service delivery, policy development and implementation, revision of the complaints process and proposed new vehicle design ACPD established various working groups to address key items including the Integrated Standards Working Group, the Terms of Reference Working Group and a working group for Accessible Taxi Service (ATS) comprised of members of ACPD, City Licensing staff and Taxi Brokers/Owners ACPD provided input and suggestions to the Wheelchair and Scooter Breakdown Rescue Procedure and survey, facilitated by the Access and Equity Office ACPD reviewed the draft plan for the sidewalk standards which will include tactile warning indicators where the curb ramp is provided at pedestrian crossings, as required by the AODA Public Space Standards
ACPD put forth the following recommendations to Council: To investigate the feasibility of a three-year pilot program for a 100% “On Demand” Accessible Transportation System operated by the Taxi Industry That the City of Hamilton offer a financial incentive to taxi operators to make replacement vehicles accessible when they renew taxi licenses, replace older vehicles and purchase new vehicles That a letter be sent to the Ministry of Municipal Affairs and Housing, Ontario Building Code section advising that a 45˚angled forward facing diagonal grab bar be added to the design of all accessible washrooms, because it is vital to the safety and independence of those individuals requiring them
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Advisory Committee for Persons with Disabilities (ACPD) Highlights of Initiatives and Activities
That financial and administrative resources be put forward by Public Works, in consultation with CityHousing Hamilton, to update the City of Hamilton 2006 Barrier Free Design Guidelines and include updated requirements for accessible housing within City owned and operated housing facilities That buildings having recurrent disabled elevator issues be required to provide signage at the elevator(s) that directs residents to call the City of Hamilton and that staff consult with the ACPD to the nature and location of signage and report back to the Planning Committee with its recommendations for inclusion in the Property Standards By-law That the feasibility of convening a third-party complaint process to insulate the DARTS clients from any punitive measures of making complaints about the service DARTS be explored That there be an examination of ways to improve accessibility in Municipal Elections as part of the 2014-2018 Ward Boundaries Study
ACPD received various presentations and consultations from staff and the public including: An update respecting Accessible Taxis in Hamilton An overview of the Access & Equity Office roles and responsibilities The Wheelchair and Scooter Breakdown Rescue survey report The 911 Text Service for people who are deaf, deafened, hard of hearing or persons who have speech disabilities was completed and launched January 2016 The Light Rail Transit Team streetscape workshop for the proposed Light Rail Transit corridor The Transportation Master Plan, which include long range policies, vision, implementation and next steps An inventory of accessible affordable housing for individuals with disabilities and next steps Presentation respecting service dogs and the laws regarding training of service dogs
ACPD received correspondence with respect to: Repeal of sections of the Ontarians with Disabilities Act (ODA) Changes to the Accessible Customer Service Standard Amendments to the Accessibility for Ontarians with Disabilities Act (AODA)
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Advisory Committee for Persons with Disabilities (ACPD) Highlights of Initiatives and Activities
ACPD requested the following from staff: A copy of the City Hall Fire Exit Policy and/or a presentation on the subject matter A report from Transit, Licensing and Access and Equity Office regarding AODA complaints received
Intersection of King Street West and James Street, City of Hamilton
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Built Environment Working Group (BEWG) Highlights of Initiatives and Activities
The Built-Environment Working Group (BEWG) addressed several key issues during the past year including Accessibility Features at City Facilities (washrooms, stairs, rails etc.), Barrier-Free Design Guidelines (BFDG), Capital Projects, Accessible Pedestrian Signals (APS), Bus stop shelter design, and Accessible Housing.
Highlights of Initiatives and Activities BEWG members reviewed major capital projects and conducted accessibility tours of Tim Horton’s Stadium, Stone Church Seniors’ Housing, Westmount Recreation Centre and Waterdown Civic Centre. Tour reports were provided to staff for each tour highlighting any deficiencies and recommendations for review and further action BEWG provided recommendations to ACPD for the staff report respecting creating accessible washrooms on the Hamilton Beach Front Trail BEWG proposed recommendations to Facilities staff respecting deficiencies at City Hall including doors, handrails, washroom locks and decals BEWG is working on the development of an educational video and training tools for Accessible Pedestrian Signals (APS), to help the general public, and persons who are visually impaired and/or who may be hearing impaired, deaf, or deafened learn more about what the APSs are for and how to use them BEWG continues to serve as a key stakeholder for the City’s Barrier-Free Design Guidelines review process, by providing input and feedback
BEWG put forth the following recommendations to ACPD: That staff compile an update report of all past accessibility audit tours indicating actions to date The replacement of sidewalks on both sides of the street in the Mountain Brow Road reconstruction That the Housing Services Division adhere to the City of Hamilton’s Barrier Free Design Guidelines, in consultation with ACPD and BEWG in all future housing renovations and new construction projects
BEWG continued discussions with CityHousing staff regarding accessible social housing deficiencies, accessibility and affordability For health and safety purposes, BEWG recommended to ACPD that the City Hall floating staircase leading from the second floor to the first floor have warning strips installed at the top of the stairs on the second floor to let people know that they are approaching stairs
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Built Environment Working Group (BEWG) Highlights of Initiatives and Activities
BEWG initiated work on the development of a photo audit report of Urban Braille installed on sidewalks, curb cuts and crosswalks throughout the City to highlight examples which will be incorporated into the development of the design standards for sidewalks BEWG members provided feedback for an Accessibility Checklist for meeting rooms BEWG applauded the efforts made by the Heritage Awards Committee to make a number of heritage sites as accessible as possible
BEWG received presentations and consultations from staff and the public including: Updates on Accessible Pedestrian Signals An overview of the findings in the Housing Services Report A draft plan for sidewalk standards which will include the tactile warning indicators where the curb ramp is provided at pedestrian crossings, as required by the AODA Public Space Standards A report regarding the conditions of directional lines at intersections in the downtown core in the City of Hamilton An overview of the new process regarding accessibility requirements related to Strategic Planning, Capital and Compliance projects
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Transportation Working Group (TWG) Highlights of Initiatives and Activities
Transportation Working Group (TWG) focused largely on matters relating to Accessible Transportation Services, DARTS, HSR, Bus Features and Design, HSR Emergency Response Procedures and Emergency Bus Evacuation Procedures.
Highlights of Key Activities & Initiatives TWG reviewed the ATS and DARTS policies with respect to passenger contact at trip origin, pick up window, on board times and call returns. TWG discussed the Accessible Transit Services Review and provided input to the MV-1 vehicles. TWG referred a motion to ACPD for review and action noting that the DARTS AGM should be open to the public, since DARTS is a non-profit organization that is funded by the City of Hamilton and passenger fares.
TWG put forth the following recommendations to ACPD: That the City of Hamilton provide a financial incentive for taxi operators to convert an existing taxi license and vehicle into an accessible licence and vehicle, such that persons with disabilities can receive an accessible taxi to their door at the same time of day and same day of the week as any other person who requests a taxi That Provincial funding for Uber be allocated for Specialized Transit Service in Hamilton
TWG received presentations and consultations from staff and the public on items including: ATS performance reports highlighting number of DARTS trips, rate of on-time performance and trip denial rate A review of the City of Hamilton’s 10 Year Local Transit Strategy Branding and Marketing of Transportation for Hamilton
The City Council, management and staff offer a sincere thank-you to the Advisory Committee for Persons With Disabilities’ dedication and commitment to improving accessibility in the city, by providing advice regarding the removal of barriers and providing input and feedback on the implementation of accessibility initiatives and the AODA 2005 regulations.
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City of Hamilton Hamilton Public Library Report on initiatives & activities across departments
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PART I: General Requirements Report on initiatives & activities across departments
1. Purpose and application Not applicable
2. Definitions Not applicable
3. Establishment of accessibility policies The City of Hamilton continues to implement current accessibility policies, practices and procedures. There were enhancements made in some departments to facilitate effective implementation of the AODA, 2005 regulation requirements. Community & Emergency Services Department developed the “Commitment to Safe Spaces in Recreation” to ensure inclusive recreation services to marginalized populations including persons with disabilities. Community and Emergency Services Department also completed installation of 911 text messaging for those who are deaf, hard of hearing or who are speech impaired to register for the service and they can communicate with 911 dispatchers and fire dispatchers through text messaging.
Human Resources division held an Open House that provided employees with an opportunity to drop in and learn about accommodation and inclusion at the City of Hamilton. In May 2016, Human Resources commenced work on a video to highlight the accommodation services provided within Human Resources and Access and Equity and will be disseminated across the corporation. In addition, Human Resources began the process of updating departmental management teams with the progress made from the Employment Systems Review Recommendations and to highlight accommodation practices. These presentations will continue through the fall of 2016.
Hamilton Public Library: Staff continue to implement current accessibility policies, practices and procedures. There were no modifications or enhancements to existing accessibility policies, practices and procedures, as they have currently proven to meet operational needs.
4. Accessibility plans The Access and Equity Office continues to monitor departmental implementation of the AODA, 2005 and regulation requirements across the organization, as well as provide accessibility training, information and support to staff. The accessibility plan is available on the City’s website and provided to the public in multiple, alternate formats, upon request. During the past year, progress was made across departments on various accessibility measures highlighted within the multi-year plan.
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Hamilton Public Library: The Accessibility Plan initiatives and activities continue to be monitored and reported in collaboration with the City of Hamilton as highlighted in the Multi-Year Plan. The Accessibility Plan is updated annually and made available on the City of Hamilton and Hamilton Public Library websites and provided to the public, in alternate format, upon request. Accessibility initiatives and activities undertaken during the past year are highlighted in the multi-year plan.
5. Procuring or acquiring goods, services or facilities The City of Hamilton adheres to existing corporate procurement processes to secure goods, services or facilities. Accessibility considerations are outlined in the purchasing document including what vendors need to have in place before undertaking work with the City. Vendors are also required to complete the AODA, 2005 Customer Service Training.
Hamilton Public Library: Hamilton Public Library (HPL) works with the Procurement Division on all significant purchases of goods, services or facilities, except the purchase of library collections which is handled within HPL.
6. Self-service kiosks There are currently no self-service kiosks at City of Hamilton facilities except for electronic information screens at City Hall. Procurement staff have developed criteria for incorporating accessibility features when designing, procuring and acquiring self-service kiosks.
Hamilton Public Library: Kiosks were installed at the new Waterdown Library Civic Centre. Installation in a rural branch is contemplated for early 2017. The library kiosks have several features that assist persons with disabilities. For example, the customer can increase the font size on the screen, switch to high contrast display and use audio prompts. (http://www.bibliotheca.com/3/index.php/en-us/our-solutions/self-service.)
Conversations are ongoing with the manufacturer to make greater improvements including changing the placement of buttons on the touch screen to make it easier to reach and adding the option of text to speech.
7. Training The current AODA, 2005 Customer Service Awareness Training, Assistive Devices Training, AODA E-Learning Training is provided to staff and volunteers on an ongoing basis.
Additional AODA training has been incorporated into the Corporate Services Department new Customer Service Training program scheduled to launch in January 2017. The training includes a handbook and on-line components.
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Hamilton Public Library: All Hamilton Public Library staff and volunteers have completed the AODA Awareness training.
8. Exemption from filing accessibility Reports Not applicable.
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PART II: Information and Communications Standards Report on initiatives & activities across departments
9. Definitions and exceptions Not applicable.
10. Application Not applicable.
11. Feedback The Resident and Visitor Feedback Complaints Policy documents are available to the public at City service counters, on the City’s website and the Access and Equity Office, in multiple alternate formats, upon request. Persons with disabilities can provide their feedback in various formats including telephone, writing, texting, e-mail, CD.
Hamilton Public Library: There have been no changes to the feedback process. Documents describing the feedback process are provided to any person, upon request.
12. Accessible formats and communication supports Staff continue to implement the City’s Clear, Accessible and Large Print Guidelines when communicating or providing information to the public and persons with disabilities. Staff utilize a variety of accessible formats and communication supports to ensure adequate and accessible delivery of programs and services to persons with disabilities. Documents and information are available, (upon request) in multiple, alternate formats including Braille, large print, magnifiers, closed captioning for meetings, upon request. An “Accessibility Clause” is also included in promotional materials, flyers, event notices and public information session announcements. To ensure accessible public promotional material development, AODA guidelines are considered and included as part of the design.
Hamilton Public Library: Staff received daily requests for large print collections and all requests were met. As part of daily information services across 22 locations, there were an estimated 15,028 requests for an accessible item or materials in the past 12 months. This estimate is based on a week sample where library staff received 288 requests. This request category includes assistive devices but also other materials related to accessibility. Staff reported many requests for the Enroga enlarger and one request for the JAWs computer.
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13. Emergency procedure, plans or public safety information All public communication of emergency procedures, plans or public safety information is done in collaboration with Corporate Communications. Public safety communications are sent out during emergencies. All changes to internal emergency plans/procedures were communicated to staff directly affected by the changes.
Annual exercises were held to train staff on emergency procedures and plans. A training exercise was developed to test the Mass Casualty Plan in June 2016 with another exercise planned for November. An annual insert is prepared for the Hamilton Spectator during Emergency Preparedness week to communicate general public safety information which includes information from Public Health Services. Regular awareness messaging during emergencies or pending emergencies are sent out to staff and the public through departmental Communication Officers. Creation of a city-wide Mass Casualty Plan is in progress.
All departments had a review and test of their evacuation plans. Corporate Services made revisions to various aspects of the emergency plan (Incident Management Structure, position responsibilities, personnel, notification lists) and emergency specific guidelines during emergencies for staff and public. Community & Emergency Services Department made changes required by the Incident Command System.
Hamilton Public Library: No changes were made to the emergency procedure, plan and public safety information, other than routine updating. Each location had a fire drill and reviewed the plan, emergency boxes and procedures. The posted plans comply with the City requirements respecting accessibility, as they are in plain language and clear larger print font. A large print laminated sheet is kept in Emergency Supply boxes so that staff can share information with customers who may not have heard the alarm. In the case of an evacuation, staff approach customers to assist.
14. Accessible websites and web content The City’s comprehensive web redesign project is ongoing with the website at Level A compliance and continuing the systematic and comprehensive process to migrate the City’s website to Level AA compliance. Departments currently at Level AA compliance include Public Health and Tourism and Culture Division.
Educational and Training resources and materials for staff and the public were developed in compliance with Level A and Level AA standards. Corporate Services developed the Customer Service Training program to Level AA standards. IT services developed the Security Awareness Training, which aligned with level A accessibility standards.
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Online resources are available to staff and the public and can be accessed using appropriate software accommodations. If other formats are requested or if online material does not work or display correctly, accessible print material is made available. The Procurement and Risk Management Divisions within Corporate Services co-ordinates tax certificates and posts a message on the taxation website which states: “Note: Alternate formats of this document are available, if required. Send requests to [email protected] and specify which format will be most suitable for your accessibility needs. Hard copies are also available to be mailed to a postal address (https://www.hamilton.ca/home- property-and-development/property-taxes/request-tax-certificate).” Human Resources developed educational and training resources and materials related to Leadership Development to Level AA standards.
Hamilton Public Library: The Library’s website and web content are designed to be compliant with WCAG 2.0 Level A. Compliance with WCAG 2.0 Level A and Level AA is highest priority in the work the Library does. The Hamilton Public Library is in the process of creating the framework and content of the website solution. The Library subscribes to a web governance software application that allows for regularized monitoring of the website and web content to ensure ongoing compliance and to identify any unintended errors so that they can be addressed and corrected. New content/features/enhancements with AODA guidelines have been added and are compliant.
15. Educational and training resources and materials, etc. The Public Health Department developed training documentation for owners and operators of public spas, Tuberculin Skin Test Quick Reference Guide for use by physicians and Tick Identification Cards for the public. All electronic resources were made accessible through AODA compatible e-Modules with narration and access to speaker’s notes. PowerPoint presentations were also supplemented with narrated videos and limited images. The Community & Emergency Services Department, in collaboration with the Seniors Advisory Committee, developed a Seniors Housing Guide and Public Engagement Toolkit in compliance with the regulation requirements.
Hamilton Public Library: The Hamilton Public Library is continuing to ensure that all educational and training resources and materials were developed in compliance with the Integrated Accessibility Standards regulations.
16. Training to educators All staff including trainers, resource developers and educators within each department are required to complete the AODA, 2005 Customer Service Awareness which includes the Clear, Accessible and Large Print Guidelines.
Hamilton Public Library: Not applicable.
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17. Producers of educational or training material: Not applicable.
Hamilton Public Library: Not applicable.
18. Libraries of educational and training institutions: Not applicable.
Hamilton Public Library: Not applicable.
19. Public libraries: Not applicable.
Hamilton Public Library: There is an ongoing process to improve staff knowledge. A recent session at Hamilton Public Library Staff Day focused on Centre for Equitable Library Access (CELA), so that staff are ready to assist customers access thousands of additional library resources. Staff routinely respond to questions about material in many formats, large print, Daisy, audio, described video, as well as information on the web that can be accessed with software.
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PART III: Employment Standards Report on initiatives & activities across departments
20. Scope and Interpretation Not applicable
21. Schedule Not applicable
22. Recruitment, general The Human Resources division has established policies and procedures to accommodate and support potential employees throughout the recruitment process. Employees and the public are notified about the availability of accommodation during the recruitment process. There have been no changes to the policies and/or procedures since 2014/2015 when Human Resources updated its policies and procedure and accommodation communication on the website and job posting. The following language is included on the City of Hamilton website under Jobs at the City:
“Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.” (https://www.hamilton.ca/jobs-city/application-process/applying-job)
The information outlined below is included in each job posting:
“The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.”
Hamilton Public Library: Information about accommodation support is provided on the Public Library website and in specific job postings. Potential employees are also asked if any accommodations are required when they are called for interview or testing requests. Information about accommodation support is also discussed during AODA training. The following notification is provided for internal and external job posting:
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“The Hamilton Public Library is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.”
All current employees are aware of availability of accommodation through internal AODA training. Hamilton Public Library is also working with local agencies such as Community Living and March of Dimes to hire more individuals with disabilities.
23. Recruitment, assessment or selection process Applicants are notified about the availability of accommodation when selected to participate in an assessment or selection process.
Hamilton Public Library: Accommodation requests made by an applicant with disabilities during the recruitment process are accommodated.
24. Notice to successful applicants The Human Resources division’s standard employment offer letter to successful applicants includes the following wording:
“Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements”.
The standard employment offer letter can be provided in multiple, alternate formats, upon request. Successful applicants are informed by managers of policies for accommodating employees with disabilities during the on-boarding process. This is often done in person as part of department and program specific orientation in conjunction with the City’s accommodation policy and procedure.
Hamilton Public Library: The Hamilton Public Library has developed an “Accommodation Policy’”which is currently in draft. All employees have read and signed-off on the library’s Accessibility Policy which includes employment standards for employees with disabilities. All employees also complete the AODA training which provides information about the Employment Accessibility Standard and Human Rights Code. Modified work is also provided to employees such as limited time shelving materials at low heights and modified hours for employees to start later.
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25. Informing employees of supports There have been no changes to the process for informing employees with disabilities about job accommodations and supports. Managers inform employees of supports during the on-boarding process. This is often done in person as part of department and program specific orientation. Staff are reminded of supports on an ongoing basis through one-on-one meetings with managers and department-wide mail.
For current employees, Return to Work Services discusses job accommodation with employees when they have an absence and/or require/request accommodation. Brochures have been developed and are provided to employees regarding Short Term Disability, WSIB absences and on what will happen when an employee has a permanent medical restriction requiring accommodation.
Hamilton Public Library: Staff are informed about accommodation supports at point of hire, on boarding, through general workplace communications (i.e. one-on-one meetings, group/department meetings, job postings/HPLnet postings, JHSC, Union, policies and procedures etc.). Supports are discussed individually with staff who have planned absences due to illness or injury (i.e. surgical treatment, etc.), so they are aware of the modifications and supports available to them.
26. Accessible formats and communication supports for employees Accessible formats and communication supports for employees are facilitated by the City’s Return to Work Services and they are involved in all employee requests for accessible formats and communication supports related to performing their job duties. Human Resources division staff consult with employees with disabilities to determine the type and suitability of accessible formats and communication supports when a request has been made. Return to Work Services, will also respond to and/or make inquiries based on information received from the employee, treating practitioners or workplace. When it is identified that accessible formats are required (e.g. double monitors, word recognition software), the accommodation requirements are met, in compliance with the AODA requirements.
Hamilton Public Library: Employees with disabilities are provided with accessible formats and communication supports, upon request.
27. Workplace emergency response information Individualized plans are developed for employees with disabilities in accordance with AODA legislative requirements.
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Managers complete all relevant forms for employees who have a disability and these are done on a case-by-case basis based on the disability and are tailored to the needs of the employee. Individualized workplace emergency response plan information is available on the City’s intranet site for staff to access, as needed. Departments conduct regular fire drills to remind employees of workplace emergency response procedures and the need to complete individualized workplace emergency response forms for all employees with a disability.
Hamilton Public Library: There was an annual communication to all managers to review and/or initiate individualized emergency response plans and inform of any changes. If changes were necessary, new training to affected staff was provided. The Library uses a standard template and, as appropriate, affected staff are made aware.
28. Documented individual accommodation plans There have been no updates with respect to the implementation of individual accommodation plans. There have been no changes and/or modifications to the process and procedure of the individual accommodation plan. The Workplace Accommodations Procedure guides this practice. There have been some modifications to accommodation due to various reasons. For instance, Building Inspectors that are required to attend construction sites which cannot be made accessible until the building is completed. There are also instances in Tourism and Culture where buildings that have National heritage designations cannot be made 100% accessible. In such cases, alternate means of accommodation are sought in consultation with the individual.
Hamilton Public Library: Accommodation plans are done on a case-by-case basis in writing in consultation with the employee, manager, Union (as applicable) and Human Resources. An “Accommodation Policy” and procedures have been developed and pending review and approval.
29. Return to work process There have been no changes, revisions and/or modifications to any Return to Work policies and/or processes for employees with disabilities in the past 12 months.
Hamilton Public Library: There have been no changes to the return to work process.
30. Performance management The City of Hamilton is currently implementing a new organization-wide staff Performance Accountability and Development program.
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There have been no changes, revision or modifications to the performance management policies and process with respect to employees with disabilities in the past 12 months. All information related to Performance Management Accountability and Development is available internally on the City of Hamilton’s intranet site.
Hamilton Public Library: There have been no changes to the Hamilton Public Library performance management policies and process respecting employees with disabilities. HPL made a slight change to the rating system for casual staff, but this affects all casual staff and not just those with disabilities.
31. Career development and advancement There have been no changes, revisions or modifications to the career development and advancement policies or process, with respect to employees with disabilities over the past 12 months. As part of the new Performance Accountability & Development (PAD) tools, employees are expected to identify short term and long term employee career goals as well as development goals. Completion of goal setting through the use of these new tools is to be completed by all employees. Managers and supervisors review each PAD and provide support or make modifications, where necessary. Human Resources is committed to applying a broad diversity and inclusion lens in all its processes and practices.
Hamilton Public Library: Hamilton Public Library provides learning and development opportunities so that staff can advance in their careers and, where required, have provided accommodations in that regard as well. Policies and procedures have been developed for both Learning and Development opportunities in house and tuition assistance. All recruitment practices are posted openly for all staff to apply unless there are restrictions related to collective agreements. If an employee self identifies as requiring an accommodation, then HPL investigates and provides the required accommodation up to the point of undue hardship. The Library’s Health and Safety section works closely with managers to ensure any assistive devices are installed or accommodation work plans need to be designed and implemented.
32. Redeployment There have been no changes, revisions or modifications to the redeployment policies or processes with respect to employees with disabilities. There have been employees permanently accommodated and/or provided with temporary accommodations. Individual accommodation plans have been developed and/or modified in all cases as needed or required. Accessibility needs were taken into consideration and accommodated in employees’ new job functions through the return to work process.
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Hamilton Public Library: There have been no changes to the redeployment policies or processes with respect to employees with disabilities.
33. Definitions: Not applicable
Hamilton Public Library: Not applicable
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PART IV: Transportation Standards Report on initiatives & activities across departments
Conventional and Specialized Transportation Service Providers, General
34. Availability of information on accessibility equipment, etc. Current information on accessibility equipment and features of vehicles, routes and services is available to the public through various methods such as follows: in-person (i.e. operator knowledge), telephone, City’s website, printed material (Passenger Service Bulletins such as HSR “Bus News”); accessible formats are available upon request. Conventional transit (HSR) has measures in place to accommodate persons who rely on accessibility equipment if it fails to work; operators notify dispatch immediately regarding non-functioning accessibility equipment on vehicles. As a result, if accessibility equipment failure does occur, a replacement vehicle is dispatched to replace the vehicle with non-functioning equipment while on-route. If there are passengers on board the vehicle, then they would transfer to the replacement vehicle.
35. Non-functioning accessibility equipment If accessibility equipment on an HSR vehicle is not functioning, then HSR staff will take the appropriate measures to ensure that service disruption is minimal. For example, there is a process in place to replace the vehicle with the non-functioning equipment as soon as is possible. Refer to Item 34.
36. Accessibility training Transit staff have completed the required accessibility training; i.e. AODA Customer Service Standard Handbook, AODA Customer Service Awareness Training (e-learning).
37. Emergency preparedness and response policies Transit operators are trained in the area of emergency preparedness and response that provide for the safety of persons with disabilities (i.e. safe evacuation of vehicle due to emergency situation). Related policies are available to the public in an accessible format, upon request.
38. Fares, support persons The City enforces a no-fare policy for support persons when accompanying a person with a disability. No fare is charged to a support person who is accompanying a person with a disability when traveling on both conventional (HSR) and specialized (DARTS) transit.
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Conventional (HSR) - If a person with a disability requires a support person when traveling on conventional transit, then they are required to have an HSR Support Person Identification Card which they must show the bus operator when boarding the vehicle – in order to obtain an ID Card an application form must be completed and submitted to the Accessible Transportation Services (ATS) Office of the Transit Division for approval.
Specialized (ATS-DARTS) – If a person with a disability requires a support person when traveling on specialized transit, then there is no need for an ID Card as it will be identified at the time of trip booking, based on the passenger’s information on file, that they require the assistance of a support person (in order to use specialized transit, a person must be eligible and registered to use this service – an attending health care professional would indicate on the application form that a support person is required).
39. Transition, existing contracts No vehicles purchased through existing contractual obligations during the past 12 months.
40. Transition, existing vehicles No vehicles were retrofitted or modified within the past 12 months. All current vehicles comply with AODA requirements.
Conventional and Specialized Transportation Service Providers, Accessibility Plans
41. Accessibility plans, conventional transportation services Transit has a feedback process in place for managing, evaluating and taking action on customer feedback. As part of the Customer Service Standard implementation, a Customer Feedback form has been developed and made available in various public serving locations and alternate formats, upon request. Transit has an existing customer contacts system in place for both conventional (HSR) and specialized (DARTS and Taxi Scrip) transit. Customer contacts include the following: complaints, commendations, requests and suggestions. The number of contacts received varies from year to year. Members of the public including passengers have been informed of the availability of customer feedback for transit which is offered through various communication methods including in-person (i.e. customer service counter – ATS & GO Station), telephone, City website (transit section), e-mail and printed media (i.e. Passenger Service Bulletins such as “Bus News”).
Transit staff annually hold at least one public meeting (usually during the fall) involving persons with disabilities to ensure that they have an opportunity to review and provide feedback on the City’s accessibility plan (i.e. compliance with AODA Transportation Standards).
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42. Accessibility plans, specialized transportation services Transit staff prepare annual Performance Reports for specialized transit service (Accessible Transportation Services) which provides detailed statistics (i.e. number of trips: accommodated, cancelled, no shows, late). This information assists staff to ensure that there is sufficient service capacity available in the future which can reduce wait times for specialized transit service. Also, Transit staff annually forecast/plan for the appropriate budget requirements in order to accommodate anticipated trip demand for specialized transit.
43. Accessibility plans, conventional and specialized transportation services Both the City’s conventional transportation service provider and specialized transportation service provider have policies and procedures in effect regarding accessibility equipment failure, as follows: Conventional (HSR) & Specialized (DARTS) – operator notifies dispatch immediately regarding accessibility equipment failure and as a result, a replacement vehicle is dispatched to replace the vehicle with the equipment failure while on-route. If there are passengers onboard the vehicle, then they would transfer to the replacement vehicle. The vehicle with the equipment failure is brought back to the transit terminal where a work order is issued to repair the accessibility equipment. Conventional Transportation Service Providers, General
44. General responsibilities HSR is fully accessible utilizing low floor buses with accessibility features (i.e. ramps and “kneeling feature”) and ensures that adequate time is provided to persons with disabilities to safely board, be secured and de-board (alight) the bus. DARTS vehicles are fully accessible and are equipped with either a ramp (low floor vehicle) or lift (high floor vehicle).
45. Alternative accessible method of transportation Does not apply where specialized transit services are provided by a specialized transportation service provider in the same jurisdiction where the conventional transportation service provider provides transportation services.
46. Fares The same fee is charged for both conventional and specialized transportation. Refer to City of Hamilton website (HSR & ATS webpages) for information on fare parity as follows: http://www.hamilton.ca/hsr-bus-schedules-fares/fares/cash- tickets-and-passes http://www.hamilton.ca/hsr-bus-schedules-fares/accessible-transit/darts-fares- tickets-and-passes
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A temporary promotional transit fare special program was implemented in 2013, this allows passengers who require the use of a wheelchair, walker or scooter the option of paying the applicable fare or riding at no charge.
47. Transit stops There is a policy/procedure in place where if the official bus stop is not accessible, then HSR operators will ensure that persons with disabilities can board or deboard (alight) the bus at the closest available safe location along the same transit route. Conventional transit (HSR) operators are trained to follow procedures to ensure the accommodation of persons with disabilities while boarding or deboarding (alighting) the bus at the closest safe location – operators would either use their judgment to determine a safe stop or consult with the passenger regarding their preference in determining a safe location.
If a bus stop is temporarily inaccessible or if a temporary barrier exists, the transit (HSR) operator would stop the bus at a safe location either before or after the stop. The operator would also promptly report this to dispatch. If a bus stop is temporarily inaccessible (i.e. due to construction), then a staff member of Transit Supervision or Transit Planning would relocate the stop to a safe location.
48. Storage of mobility aids, etc. No fee is charged on conventional transportation for the storage of a mobility aid or mobility assistive device.
49. Priority seating Conventional transit (HSR) has both Priority and Courtesy seating on board all vehicles. Priority seating is for persons with disabilities, while Courtesy seating is for those persons who require a seat on board the vehicle, such as; seniors, expectant mothers and persons with young children. Signage for Priority and Courtesy seating is posted on board all vehicles. Information regarding Priority and Courtesy seating has been posted and advertised through the City’s Website and through printed publications, such as the HSR “Bus News”.
50. Service disruptions Conventional transit (HSR) has a policy/procedure in effect wherein alternate accessible arrangements to transfer persons with disabilities to their route destination can be achieved and this information is communicated to persons with disabilities through various methods (i.e. printed bulletins, City (HSR) website).
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51. Pre-boarding announcements Conventional transit (HSR) operators provide pre-boarding verbal announcements of the route, direction, destination or next major stop, upon request. Conventional transit (HSR) vehicles are equipped with features that provide electronic pre-boarding announcements and this system will be completely operational as of January 1, 2017.
52. On-board announcements Conventional transit (HSR) vehicles are equipped with features which provide automated verbal on-board announcements and electronic visual display of all destination points or stops while the vehicle is being operated on route. If this system is inoperable, then operators will provide manual verbal announcements of all destination points or stops. Conventional Transportation Service Providers, Technical Requirements 53. Requirements re grab bars, etc. All conventional transit (HSR) vehicles (buses) are equipped with grab bars, handholds, handrails or stanchions, as required.
54. Floors and carpeted surfaces Conventional transit (HSR) vehicles have floors that produce a minimal glare and are slip resistant.
55. Allocated mobility aid spaces Conventional transit (HSR) vehicles have a minimum of two (2) allocated mobility spaces which include an appropriate securement system (seatbelt in each space).
56. Stop-requests and emergency response controls Conventional transit (HSR) vehicles are designed to include accessible stop request features and emergency response controls.
57. Lighting features Conventional transportation vehicles are equipped with lights above or beside passenger access doors and are constantly lit when the door is open.
58. Signage Conventional transportation vehicles (HSR buses) currently display the route or direction of the transportation vehicle or its destination or next major stop.
59. Lifting devices, etc. Conventional transportation vehicles (HSR buses) are equipped with lifting devices or ramps.
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60. Steps Conventional transportation vehicles (HSR buses) are equipped with steps that are slip resistant and produce minimal glare.
61. Indicators and alarms Conventional transportation vehicles (HSR buses) are equipped with ramps or lifting devices that are in compliance with the regulation requirements (i.e. equipped with visual warning lamp indicator mounted on the exterior near the mobility aid accessible door and with an audible warning alarm).
62. Not applicable
Specialized Transportation Service Providers 63. Categories of eligibility A new eligibility policy and registration process for specialized transit service was implemented on Nov. 1/12. This policy includes various categories of eligibility, such as: Unconditional, Conditional and Temporary. This policy complies with the requirements of Section 63.
64. Eligibility application process A new eligibility policy and registration process for specialized transit service was implemented on Nov. 1/12. This includes an application process which complies with the requirements of Section 64.
65. Emergency or compassionate grounds The eligibility policy and registration process for specialized transit service includes procedures respecting the provision of temporary specialized transportation services, where the services are required because of an emergency or on compassionate grounds.
66. Fare parity Fare parity was implemented in 2013 wherein the same fare structure and same fare payment options were made available for conventional transportation services and specialized transportation services.
67. Visitors Specialized transit (DARTS Transportation) offered through ATS is available to visitors who are eligible for specialized transit in their home jurisdiction or who meet the eligibility requirements for ATS.
68. Origin to destination services Specialized transit (DARTS Transportation) offers origin to destination services within the entire service area (City of Hamilton) – this takes into account the abilities of all passengers and accommodates their abilities.
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For example, if a passenger is designated as “Do Not Leave Unattended”, then DARTS will transport the passenger independently from their origin to destination and the driver will “hand-off” the passenger to the caregiver or program staff at their destination.
69. Co-ordinated service Specialized transit (DARTS Transportation) has a designated transfer point in the City of Burlington (Joseph Brant Hospital) and provides connections with Burlington’s specialized transit provider (Handi-van).
DARTS also provides transportation for their passengers to/from other locations in Burlington, such as Burlington and Aldershot GO stations. All of these locations in Burlington are accessible (Burlington is only contiguous urban area with City of Hamilton).
70. Hours of service Specialized transit (DARTS) offers the same hours and days of service as conventional transit (HSR).
71. Booking Specialized transit (DARTS) provides same day service to extent available.
72. Trip restrictions Specialized transit (DARTS) does not restrict the number of trips that a person with a disability may request nor is there any policy or operational practice that limits the availability of service.
73. Service delays Specialized transit (DARTS) provides information on the duration of service delays through various communication methods, such as; phone system (i.e. automated messages) and website.
74. Companions and children Persons with disabilities are allowed to travel with their companions and/or dependents on specialized transportation (DARTS).
75-77. Not applicable
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Other Transportation Services Duties of Municipalities and Taxicabs 78. Duties of municipalities, general Conventional transit (HSR) staff have consulted with the public and persons with disabilities in the development of accessible design criteria to be considered in the construction, renovation or replacement of bus stops and shelters. These consultations were carried out at the City’s Transportation Subcommittee of the Advisory Committee for Persons with Disabilities (ACPD). Members of the public and ACPD identified issues/concerns with the accessibility of specific bus stop locations and identified accessible design criteria which should be considered in the construction, renovation or replacement of bus stops and shelters. Conventional transit (HSR) staff have undertaken a detailed review/audit of all HSR bus stops in order to examine the accessibility of each bus stop. ACPD members have been consulted on this initiative.
79. Duties of municipalities, accessible taxicabs Council is reviewing a recommendation by the Advisory Committee for Persons with Disabilities (ACPD) to investigate the feasibility of a three-year pilot program for 100% “On-demand” Accessible Transportation System operated by the Taxi Industry. ACPD has also recommended to Council that the City of Hamilton provide a meaningful financial incentive for taxi operators to convert an existing taxi license and vehicle into an accessible license and vehicle, such that persons with disabilities can receive an accessible taxi to their door at the same time of day and week as any other person who gets a taxi. In addition, the Transportation Working Group put forth a recommendation through ACPD to Council that Provincial Funding for Uber be allocated for Specialized Transit service in Hamilton.
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PART IV.1: Design of Public Spaces Standards (Accessibility Standards for the Built Environment) Report on initiatives & activities across departments
80. Duties of municipalities, taxicabs The City adheres to a fare parity policy for both conventional and specialized transportation. The same applies to taxi cabs.
NOTE: All City of Hamilton new construction projects, retrofits or redevelopments comply with the Barrier-Free Design Guidelines, in addition to the AODA 2005 Design of Public Spaces Standards.
80.1, 80.2, 80.3, 80.4, 80.5. Not applicable
Recreational Trails and Beach Access Routes, General
80.6. Trails There were no new trails constructed or redeveloped during the past 12 months.
80.7. Beach access routes There were no new trails constructed or redeveloped during the past 12 months.
80.8 (1). Consultation, recreational trails There were no new trails constructed or redeveloped during the past 12 months.
Hamilton Public Library: Section 80.8 (1), 80.9 (1), 80.10, 80.11, 80.12- Not applicable
Technical Requirements for Recreational Trails
80.9 (1). Technical requirements for trails, general There were no new trails constructed or redeveloped during the past 12 months.
Technical Requirements for Beach Access Routes
80.10. Technical requirements for beach access routes, general There were no new trails constructed or redeveloped during the past 12 months.
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Technical Requirements Common to Recreational Trails and Beach Access Routes
80.11. There were no recreational trails and beach access routes constructed or redeveloped within the past 12 months.
80.12. Boardwalks There were no new boardwalks constructed or redeveloped during the past 12 months.
80.13. Ramps There were 79 wheelchair ramps installed or upgraded in various locations across the City (Wards 4&5 = 14; Wards 6&7= 8; Wards 9, 10, 11, 12, 13, 14 & 15 = 15; Wards 1&3 = 31; Wards 2&8 = 11). Ramps were built to appropriate technical standards as outlined in the procurement document. The work was monitored for compliance by departmental project management staff and Public Works Department.
Hamilton Public Library: Wheelchair ramps were installed at the Waterdown Library Civic Centre and Seniors Recreation Centre. Two public meetings were held to present plans and gather feedback from Ward 15 Seniors Advisory Group.
80.14, 80.15. Exceptions, limitations, general In the past, trails were built to appropriate technical standards and designed to complement existing heritage landscapes at National Historic Sites.
Exceptions to the Requirements for Recreational Trails and Beach Access Routes, Outdoor Public Use Eating Areas
80.16 (1). Outdoor public use eating areas, application There were no outdoor public use eating areas constructed or redeveloped within the past 12 months.
Hamilton Public Library: Section 80.16, 80.17. 80.18 (1), 80.19, 80.20, 80.21 (1), 80.22, 80.23, 80.24 (1) – Not applicable
80.17. Outdoor public use eating areas, general requirements There were no outdoor public use eating areas constructed or redeveloped within the past 12 months.
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Outdoor Play Spaces 80.18 (1). Outdoor play spaces, application There were no outdoor play spaces constructed or redeveloped within the past 12 months.
80.19, 80.20: Outdoor play spaces, consultation requirements, accessibility in design Not applicable
Hamilton Public Library: Section 80.19, 80.20, Outdoor play spaces, consultation requirements, accessibility in design Not applicable
Exterior Paths of Travel 80.21 (1), 80.22, 80.23: Exterior paths of travel, application, general obligation, technical requirements Exterior paths of travel were constructed across the City at various locations and met all technical requirements. Engineering Services staff (Public Works Department) consulted with the Advisory Committee for Persons with Disabilities with respect to the AODA standards. The projects were monitored for compliance by Engineering Services staff (Public Works Department).
80.24 (1). Exterior paths of travel, ramps There was one exterior path of travel constructed at the Hamilton Museum of Steam and Technology (900 Woodward Avenue). The ramp was built to appropriate technical standards as outlined in the procurement documentation. The work was monitored for compliance by Tourism and Culture Division project management staff. All technical requirements were met.
Hamilton Public Library: Ramps were constructed at the Waterdown Library Civic Centre and Seniors Recreation Centre. All technical requirements were met.
80.25. Exterior paths of travel, stairs There were no stairs (exterior paths of travel) constructed within the past 12 months.
Hamilton Public Library: Stairs were constructed at the Waterdown Library Civic Centre and Seniors Recreation Centre. All technical requirements were met. Two public meetings were held to present plans and gather feedback from Ward 15 Seniors Advisory Group.
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80.26 (1). Exterior paths of travel, curb ramps Various curb ramps were constructed in locations across the City including Dundurn Castle and Battlefield Museum. The curbs were built to appropriate technical standards as outlined in the procurement documentation. The work was monitored for compliance by departmental project management staff.
Hamilton Public Library: Curb ramps were constructed at the Waterdown Library Civic Centre and Seniors Recreation Centre. All technical requirements were met.
80.27 (1). Exterior paths of travel, depressed curbs There were various depressed curbs constructed across the city. All technical requirements were met. Project staff consulted with the Advisory Committee for Persons with Disabilities for compliance with AODA standards. The Public Works Operations division was involved in the redevelopment of private residential depressed curbs only.
Hamilton Public Library: Section 80.27 (1), 80.28, 80.29, 80.30, 80. 31, 80.32, 80.33: Not applicable
80.28. Exterior paths of travel, accessible pedestrian control signals The City of Hamilton has been installing accessible pedestrian signals at various intersections across the City since 2008, with over 140 accessible signals installed to date. Traffic division staff consults with the Advisory Committee for Persons with Disabilities on an ongoing basis to discuss the list of proposed, pending and completed intersections.
80.29. Exterior paths of travel, rest areas There were no rest areas constructed or redeveloped within the past 12 months.
80.30, 80.31, 80.32, 80.33 (1), Exceptions, general limitations, application, off- street parking: Not applicable
Accessible Parking
80.34. Types of accessible parking spaces The parking lot and accessible parking spaces at the Hamilton Museum of Steam and Technology (900 Woodward Avenue) were redeveloped by a contractor and met all appropriate standards as laid out in the Procurement documentation provided by Procurement staff. The work was monitored for compliance by Tourism and Culture project management staff.
Community & Emergency Services Department also completed the addition of accessible parking spaces at the Ancaster Seniors Centre. All requirements were met.
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Hamilton Public Library: Accessible parking spaces were constructed at the Waterdown Library Civic Centre and Seniors Recreation Centre.
80.35 (1). Access aisles Access aisles were provided in each of the parking projects in compliance with all AODA technical standards, as outlined in the Procurement Division documentation. The work was monitored for compliance by departmental project management staff.
Hamilton Public Library: Access aisles were provided in both Waterdown Library Civic Centre and Seniors Recreation Centre projects and met all technical requirements.
80.36 (1). Minimum number and type of accessible parking spaces Accessible parking spaces were designated in compliance with regulation requirements.
Hamilton Public Library: Accessible parking spaces for the Waterdown Library civic Centre and Seniors Recreation Centre project were designated in compliance with regulation requirements.
80.37. Signage Accessible parking permit signage for all projects was provided in compliance with regulation requirements.
Hamilton Public Library: Accessible parking permit signage for Waterdown Library Civic Centre and Seniors Recreation Centre was provided in compliance with regulation requirements.
80. 38 (1). Exception Not applicable
80.39 (1). On-street parking spaces The City did not construct or redevelop any on-street parking spaces within the past 12 months.
Hamilton Public Library: Not applicable
80.40. Application: Not applicable
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Obtaining Services
80.41 (1). Service counters There were several service counters constructed in various departments and locations including the Hamilton Children’s Museum and Hamilton Water Customer Service Counter. Community & Emergency Services Department redeveloped the reception counter at Macassa Lodge.
Each departmental staff consulted with the Health Safety and Wellness division of Human Resources to appropriately design the counters in compliance with AODA requirements.
Hamilton Public Library: Service counters were constructed at the Waterdown Library Civic Centre and Seniors Recreation Centre and Central Library 2nd floor. All AODA regulation requirements were met. Two public meetings were held to view plans and gather feedback.
80.42. Fixed queuing guides Not applicable
Hamilton Public Library: Section 80.42, 80.43 Not applicable
80.43. Waiting areas There were no new waiting areas constructed within the past 12 months. Community & Emergency Services Department redeveloped the waiting area at Macassa Lodge. All regulation requirements were met.
Maintenance
80.44. Maintenance of accessible elements The City adheres to the same maintenance requirements of accessible elements as any other element in public spaces. In case of emergency or preventative maintenance, elements are repaired expeditiously by the City’s building and maintenance section. Departments follow the corporate “Disruption Notice Policy” for dealing with temporary disruptions when accessible elements are not in working order. Signage is posted in large print to notify the public and employees of accessible elements that are out of order and additional communication through email, web content or phone is provided to the public and employees depending on the length of repair required. Accommodation is also made to meet and provide services to individuals with disabilities in an accessible area, or at alternate service locations. For all maintenance related issues, departments contact corporate Facilities.
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Hamilton Public Library: The Hamilton Public Library has established accessibility policies and procedures including the “Disruption of Service Procedure” which addresses planned or unplanned disruption of library services to the public. During maintenance of accessible elements or a disruption in service, staff provide notices in Large Print in conspicuous locations at the location of the disruption. In case of power failure, notices are posted. Communication of temporary accessible service disruptions to staff and the public is facilitated by section managers and the Manager, Communications and Community Development or alternate.
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PART IV.2: Customer Service Standards Report on initiatives & activities across departments
80.45. Scope and Interpretation Not applicable
80.46. Establishment of policies There were no changes or modifications to the City of Hamilton accessibility policies, practices and procedures. There were enhancements made to service delivery processes in some departments such as the Corporate Services on-boarding and training program, which includes the implementation of a self-assessment tool for staff. All new staff are required to take the AODA program (handbook and on-line course) as part of their orientation.
Hamilton Public Library: There were no changes or modifications made to current accessibility policies, practices and procedures.
80.47. Use of service animals and support persons Staff continue to implement the “Service Animals Policy” and the “Support Persons for Persons with Disabilities” policies across departments. There were eight interactions noted across departments and no issues were identified. Members of the City’s Advisory Committees also attend committee meetings regularly with their service animals and/or support persons and there have been no issues identified.
The City of Hamilton welcomes and provides equitable access for persons with disabilities accompanied by a guide dog or service animal to all facilities and City premises. Persons with disabilities are permitted to enter any City facility with their service animals and are permitted to keep their animal with them, unless the animal is excluded by law from the premise. In addition, the City is committed to ensuring equitable access to all goods, services, programs and opportunities for persons with disabilities, who are accompanied by support persons.
Hamilton Public Library: There were no changes to the Accessibility Policies respecting service animals and support persons.
Staff routinely interact with customers with service animals and customers accompanied by a support person but this is not tracked. No issues or concerns have been raised by staff and the public. Staff are trained to appropriately serve customers with disabilities.
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80.48. Notice of temporary disruptions The City has an established “Disruption Notice Policy” and departments adhere to the outlined procedures when dealing with temporary disruptions. Signage is posted in large print to notify the public and employees and additional communication is made available via email, web content or telephone Accommodation is also made to meet and provide services to individuals with disabilities in an accessible area, or at alternate service locations.
Human Resources Inclement Weather Policy was updated to provide more clarity with regard to roles and responsibilities when there are disruptions to service based on weather events. The link to the policy can be found at the following website address: http://www2.hamilton.ca/NR/rdonlyres/6C606C3C- A833-4B70-85BF-DF3ED03FD19B/0/InclementWeatherPolicyFinal.pdf. Generally disruptions of service have been minimal and no complaints have been received.
Some of the disruptions noted across departments include: Corporate Services: Stoney Creek Municipal Service Centre required early closure. Information was communicated via the City’s website, a media release, Twitter and signage at the location directing citizens to our other locations. No issues or concerns where identified during the disruption.
Human Resources: There was one closure due to inclement weather that lasted one day. As per the Corporate Policy regarding Service Disruptions, the public was notified by Corporate Communications through the City Manager’s Office.
Planning & Economic Development: The Hamilton Children’s Museum was temporarily closed for major structural reconstruction. Temporary programming was provided at other museum sites.
Public Health: The dental bus experienced eight service disruptions in the past 12 months. To notify clients of the service disruption, closure notices were posted on the City of Hamilton website and Twitter. The City of Hamilton Call Centre was also alerted of the closure and email notifications sent to community partners. Where possible, clients were directed to services available through the dental clinics.
Due to severe weather conditions, the Mobile Van Program was cancelled this past winter. Unfortunately, staff were unable to accommodate clients in other service locations, due to inclement weather across the area. The Alcohol, Drug and Gambling Services Program experienced one service disruption and cancellation notices were sent out electronically and by phone to clients.
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During the holiday shutdown between Christmas and New Year's, many department services operate with essential staff for emergency work only. During this time, alternate contact information is shared when department offices are closed as applicable. Any closures due to severe winter weather are communicated through the City of Hamilton Corporate Communications Team and through signs posted at all key doors at service locations.
Hamilton Public Library: The established process for addressing disruption to library services is working well. Notices are posted quickly and the website updated. Hamilton Public Library has streamlined its “back end” so that web notices are consistent and are already pre-populated with appropriate details (e.g. closest accessible branches). Customers in the library are notified and quite often staff can assist (e.g. bring library materials to a customer or customers, be redirected to alternate accessible libraries if that is a better solution). There were 18 disruptions of service recorded in the last 12 months.
80.49. Training for staff, etc. The current AODA, 2005 Integrated Accessibility Standards Training including Assistive Devices Training, AODA E-Learning Training, webinars and Accessible Customer Service Standard and Human Rights Training pertaining to persons with disabilities are provided to staff and volunteers on an ongoing basis. All new staff receive AODA Integrated Accessibility Standards Training during the orientation process. Staff and volunteers are required to complete refresher training every five years or when there are changes to the AODA policies and procedures.
Additional AODA principles and elements have been incorporated into the Corporate Services Department new Customer Service Training program that is pending launch in January 2017. The training includes a handbook and on-line components.
Hamilton Public Library: All Hamilton Public Library staff and volunteers have completed the AODA Awareness training. Staff are trained with a 10 unit e-learning module that covers the Integrated Accessibility Standards Regulation and the Human Rights Code. Volunteers receive training on the Customer Service Standards. A new training cycle is scheduled to launch in 2017, as refresher training is provided on a three year cycle.
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80.50. Feedback process required The Resident and Feedback Complaints Policy documents are available to the public at City service counters, on the City’s website and from the Access and Equity office, in multiple alternate formats, as well as, upon request. Persons with disabilities can provide their feedback in various forms including telephone, writing, texting, e-mail, CD. Managers are required to resolve any accessibility issues in an expeditious manner, but can also consult with the Access and Equity to ensure compliance with the AODA, 2005. Departments such as Public Health have made recent changes to their departmental feedback process, where a point person has been identified within the department to assist in supporting accessibility complaints related to internal accessibility processes.
Hamilton Public Library: There have been no changes to the feedback process within the past 12 months. Documents describing the feedback process are provided to any person, upon request. Access and Equity has assisted in reviewing and resolving some ramp issues at the new Waterdown, additional railings installed, anti-slip surface treatment applied to all sloped walkways. Additional changes to assist in resolving issues and making for a better customer experience include additional book return placed at entrance, increased contrast banding on stairs, additional signage for parking lot, additional way finding, adjustments to exterior doors, new connection to sidewalk on adjacent street to make it easier for pedestrians.
80.51. Format of documents Staff continue to implement the City’s Clear, Accessible and Large Print Guidelines when communicating or providing information to the public and persons with disabilities. Staff utilize a variety of accessible formats and communication supports to ensure adequate and accessible delivery of programs and services to persons with disabilities. Documents and information are available (upon request) in multiple, alternate formats including Braille, large print, magnifiers, closed captioning for meetings upon request. An Accessibility Clause is also included in promotional materials, flyers, event notices and public information session announcements. To ensure accessible public promotional material development, AODA guidelines are considered and included as part of the design.
Hamilton Public Library: There have been no changes to the format of documents. Documents are made available to the public in multiple, alternate formats. An Accessibility Clause is included in all public notices. Feedback regarding the clause in the Spring Program Guide was used to adjust the design of the page in terms of layout and contrast. The library received one request for an accessible format document and it was for large print newsletter. The Communications Department provides the document to the customer quarterly when the new program guide is issued.
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Looking Forward 2017
City of Hamilton The City of Hamilton will continue to implement its Multi-Year Accessibility Strategic Goals in 2017, as well as facilitate the following accessibility initiatives and activities:
Identifying barriers to accessibility in the City of Hamilton’s policies, procedures, programs, services, facilities and transportation and ensure staff are working to prevent or remove barriers on an ongoing basis Developing, promoting and implementing specialized and advanced accessibility training initiatives to all staff Facilitating the completion of Good Shepherd Non Profit Homes consisting of 35 affordable housing units, four of which are barrier-free Facilitating the grand re-opening of Dalewood Community Centre scheduled for Winter 2017 Facilitating the renovation to Beverly Grightmire Arena renovation, which is currently in the design stage The review and update process of the Barrier Free Design Guidelines The development of an educational video and training tools for accessible pedestrian signals, to help the public understand what they are for and how to use them Completing the organization-wide risk-assessment audit and making necessary improvements to accessible service delivery processes
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Looking Forward 2017
Hamilton Public Library Hamilton Public Library will continue ongoing implementation of the following projects currently underway:
Production of digital decks (Magnus Cards) to assist individuals who face challenges in navigating library spaces, borrow items and get library cards. The “cards” used on a personal device provide sequential cues, both images and audio to follow. This will be a first in Hamilton. Initiating an upgrade of the current software module to create all web forms within AODA compliance. A process to translate text from images embedded in slide carousel, into an accessible format. Migrating the library to WCAG Level AA conformity by IT Services. Renovation of the Dundas Library which will include improved accessible entrance, new barrier free washrooms and a rebuilt exterior ramp. Construction of the new Binbrook library with an expected completion date for spring 2018. The new library is a one floor design that is double the size of the current branch and will meet all accessibility requirements in the code and guidelines. Construction of an accessible entrance at the York Boulevard entrance of the Central Library. Service desk replacement at Dundas, Binbrook and Sherwood and Central (3rd floor) libraries.
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Appendix
Key Definitions The following key definitions in the ODA, 2001 and the AODA, 2005 are considered when developing and implementing the City of Hamilton Annual Accessibility Plan.
Accessible formats may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.
Barrier anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice; (“obstacle”).
Making an organization accessible requires regard for visible and invisible barriers to participation. Some of these barriers are:
Architectural or structural barriers may result from the design of a building such as stairs, doorways, the width of hallways and even room layout.
Attitude is perhaps the most difficult barrier to overcome. Some people don’t know how to communicate with those who have visible or non-visible disabilities or they simply discriminate against them because of stereotypes and myths and misconceptions that perpetuate. Some people may feel that they could offend the individual with a disability by offering help or they ignore or avoid people with disabilities altogether.
Information and communication barriers can make it difficult for people to receive or convey information. Things like small print size, low colour contrast between text and background, confusing design of printed materials and the use of language that is not clear or plain can all cause difficulty.
Technology, or lack of it, can prevent people from accessing information. Everyday tools like computers, telephones and other aids can all present barriers.
Systemic barriers can occur through policies and procedures. These are any practices or rules that restrict people with disabilities – for example, denying access to a person with a service animal.
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Disability: a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device, a condition of mental impairment or a developmental disability, b) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, c) a mental disorder, or d) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)
Communication supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
Communications means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.
Conversion ready means an electronic or digital format that facilitates conversion into an accessible format.
Guide dog means a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act.
Information includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.
Mobility aid means a device used to facilitate the transport, in a seated posture, of a person with a disability.
Mobility assistive device means a cane, walker or similar aid.
Support person means, in relation to a person with a disability, another person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.
Service Animal means an animal is a service animal for a person with a disability, if the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal.
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