1
Report to Rapport au:
Finance and Economic Development Committee Comité des finances et du développement économique 7 April 2015 / 7 avril 2015
and Council et au Conseil 15 April 2015 / 15 avril 2015
Submitted on March 30, 2015 Soumis le 30 mars 2015
Submitted by Soumis par: Kent Kirkpatrick, City Manager / directeur municipal
Contact Person Personne ressource: Steve Box, Director of Corporate Programs and Business Services Department ext. 24200 Steve.Box@ottawa.ca
Ward: CITY WIDE / À L'ÉCHELLE DE LA File Number: ACS2015-CMR-OCM-0002 VILLE SUBJECT: 2014-2015 City of Ottawa Municipal Accessibility Plan Update Report
OBJET: Rapport de mise à jour sur le Plan d’accessibilité municipal de la Ville d’Ottawa de 2014-2015
REPORT RECOMMENDATIONS
That the Finance and Economic Development Committee recommend that Council:
1. Receive for information the 2014-2015 City of Ottawa Municipal Accessibility Plan (COMAP) update report. 2
2. Receive for information the Ontario Municipal Social Services Association (OMSSA) Guide to Conducting Accessible Meetings and the Provincial Guide to Accessible Festivals and Outdoor Events as outlined in this report.
RECOMMANDATIONS DU RAPPORT
Que le Comité des finances et du développement économique recommande au Conseil :
1. De recevoir à titre d’information le rapport de mise à jour sur le Plan d’accessibilité municipal de la Ville d’Ottawa de 2014-2015 (PAMVO);
2. De recevoir à titre d’information du Guide to Conducting Accessible Meetings de l’Association des services sociaux des municipalités de l’Ontario (OMSSA) (OMSSA) et le Guide to Accessible Festivals and Outdoor Events du gouvernement de l’Ontario, comme l’indique ce rapport.
EXECUTIVE SUMMARY
In accordance with the Ontarian’s with Disabilities Act (ODA), 2001 and the Accessibility for Ontarian’s with Disabilities Act (AODA), 2005 this report outlines progress on the 2012-2016 City of Ottawa Municipal Accessibility Plan (COMAP). It also demonstrates the City’s compliance with the requirements of the Act and the City’s progress in preventing and removing barriers for people with disabilities in its services, programs, policies, communications, transportation and facilities.
COMAP demonstrates the City’s commitment to making accessibility a part of everyday business. Every year, departments review their services, programs and facilities to identify gaps and barriers to accessibility. These gaps and barriers are discussed and initiatives are identified to eliminate or mitigate barriers. The Accessibility Office, established in 2005, monitors progress and supports departments in the achievement of their accessibility objectives in addition to planning and collaborating on the implementation of corporate-wide legislated requirements.
The City is currently compliant with all applicable requirements and associated timelines under the AODA Accessibility Standards for Customer Service Regulation (ASCS) and the Integrated Accessibility Standards Regulation (IASR). The City will report to the Province of Ontario on compliance by the end of 2015 as required in the Act.
The work to implement the remaining requirements, including the Design of Public Spaces Standards and the Accessible Websites and Web Content, will continue to be a 3 focus for the corporation in 2015. Ongoing training efforts will be maintained as required. In addition, the City will continue to refine its business processes, policies and practices to streamline operations and to ensure alignment with our legislative requirements. This includes, but is not limited to, ensuring accessibility features, design and criteria are included in the City’s procurement unless not practicable.
The Province of Ontario does not provide any specific funding to implement the AODA and its regulations. As a result, additional incremental costs may be incurred to introduce accessible criteria and features when procuring goods, services and facilities. The Accessibility Design Standards have been designed to reflect a reasonable and responsible approach based on cost effective best practices and they will be applicable to new and redeveloped City-owned and leased construction only. The City of Ottawa already follows a best practice model for considering accessibility early in the planning and design phase of construction projects. For retrofit, alterations and additions to existing facilities owned, leased or operated by the City, the standards will be applied to the greatest extent possible and funded through the Comprehensive Asset Management program (ACS2012-PAI-INF-0007).
The respective departmental work program outlined in this report has been completed within existing budget allocations and any additional budget requirements will be identified for future budget consideration.
SOMMAIRE
Conformément à la Loi de 2001 sur les personnes handicapées de l’Ontario (LPHO) et à la Loi de 2005 sur l’accessibilité pour les personnes handicapées de l’Ontario (LAPHO), le présent rapport fait état des progrès réalisés à l’égard du Plan d’accessibilité municipal de la Ville d’Ottawa (PAMVO) 2012-2016. Le rapport illustre également la conformité de la Ville aux exigences législatives ainsi que ce qu’elle fait pour prévenir et éliminer les obstacles pour les personnes handicapées dans ses services, programmes, politiques, communications, services de transport et installations.
Le PAMVO est le moyen dont la Ville dispose pour montrer son engagement à favoriser l’accessibilité dans ses activités quotidiennes. Chaque année, les services municipaux examinent leurs services, leurs programmes et leurs installations pour voir s’il y aurait des lacunes ou des obstacles à l’accessibilité. Les lacunes et obstacles font ensuite l’objet de discussions, et des initiatives sont prises pour les éliminer ou en atténuer les conséquences. Le Bureau de l’accessibilité, fondé en 2005, surveille les progrès accomplis et appuie les services dans l’atteinte de leurs objectifs d’accessibilité, en plus 4 de travailler à la planification et de collaborer à la mise en œuvre des exigences législatives à l’échelle de la Ville.
À l’heure actuelle, la Ville respecte toutes les exigences et les échéances correspondantes applicables en vertu des Normes d’accessibilité pour les services à la clientèle et des Normes d’accessibilité intégrées, deux règlements pris en application de la LAPHO. Elle présentera son rapport de conformité à la province de l’Ontario d’ici la fin de 2015, comme l’exige la LAPHO.
En 2015, le respect des autres exigences, comme celles des Normes pour la conception des espaces publics et celles qui portent sur les sites et les contenus Web accessibles, continuera d’être une priorité pour la Ville. Les projets de formation en cours se poursuivront, au besoin. De plus, la Ville continuera de parfaire ses processus opérationnels, ses politiques et ses pratiques, pour simplifier ses activités et les rendre conformes aux exigences législatives. Il sera entre autres question d’intégrer des critères et options d’accessibilité au processus d’approvisionnement de la Ville, dans la mesure du possible.
La province de l’Ontario n’offre aucun financement particulier pour la mise en œuvre de la LAPHO et de ses normes. Par conséquent, l’intégration de critères et d’options d’accessibilité dans le processus d’approvisionnement en biens, en services et en installations pourrait entraîner des coûts supplémentaires. Les normes de conception accessible ont été conçues en fonction d’une stratégie raisonnable et responsable, fondée sur des pratiques exemplaires économiques, et elles ne s’appliqueront qu’aux projets de construction et de réaménagement. La Ville d’Ottawa suit déjà un modèle de pratiques exemplaires dans sa manière d’envisager l’accessibilité au début des processus de planification et de conception des projets de construction. Quant à la rénovation, à la modification et à l’agrandissement d’installations que la Ville possède, loue ou exploite, les normes s’appliqueront dans la mesure du possible, et les travaux seront financés par le Programme de gestion intégrale des actifs (ACS2012-PAI-INF- 0007).
Le programme de travail du service en question, décrit dans le présent rapport, a été réalisé en respectant l’enveloppe budgétaire actuelle, et toute augmentation des dépenses sera envisagée dans le cadre de la prochaine planification budgétaire.
BACKGROUND
This update represents the 13th City of Ottawa COMAP report in keeping with the ODA, 2001. The annual update report demonstrates to Council, the public and the Province, 5 the City’s commitment to meeting its legislative obligations. This report presents results of the previous year’s accessibility initiatives in all areas of City services and describes the upcoming year’s initiatives aimed at enhancing services to people with disabilities who live, work and play in the City of Ottawa.
In early 2012, the City created its first multi-year (five-year) accessibility plan which described the manner in which the City intended to meet the applicable clauses contained in the Regulations. The City provided its latest bi-annual AODA compliance report to the Province in December 2013.
The AODA and its associated transportation clauses do not apply to the City’s Transit Services as they are federally and independently regulated. The Province has confirmed that there is no requirement to report on compliance with the public transportation and specialized transportation clauses in the City’s compliance reports. Transit Services does however provide annual accessibility updates through the COMAP reports, is committed to the spirit and intent of the AODA and has undertaken a number of initiatives towards that end.
In 2014, the Province conducted a five-year review of both the AODA and the ASCS. The City responded to both reviews and outlined our commitment to the AODA.
Ottawa, like many municipalities in Ontario, faces increased financial pressures as a result of the implementation of the provincial accessibility standards. The lack of AODA specific provincial funding continues to present a significant barrier to implementation. Operational budget pressures remain an ongoing consideration in the context of the City’s legislative obligations and growing expectations from the public.
The recommendations and results of the provincial review are attached to this report as Document 1. Should the provincial review result in any future legislative changes the City will make the appropriate modifications to our workplan as required.
DISCUSSION
2014 Accessibility Updates and Achievements:
The City is currently in the fourth year of its five-year Accessibility Plan and is compliant with all currently legislated requirements and timelines of both the ASCS and the IASR.
Requirements of ASCS include:
Establishment of accessible policies, practices and procedures; Accommodation for use of service animals and support persons; 6
Notice of temporary disruptions in service; Training for staff, volunteers and third parties; Feedback process for providers of goods and services; Notice of availability of documents; and, Accessible format of documents.
Requirements of the IASR include:
Establishment of accessibility policies; Developing accessibility plans; Procuring or acquiring goods, services, facilities and self-service kiosks; Training on the standard and the Ontario Human Rights Code; Providing feedback; Accessible formats and communication supports; Emergency procedure, plans or public safety information; Accessible websites and web content; Accessible public libraries and library materials; Recruitment, assessment or selection process, notice to successful applicants for employment; Informing employees of accessible supports; Accessible formats and communication supports for employees; Documented individual accommodation plans and workplace emergency response information; Return to work process; Performance management, career development and advancement; and, Redeployment.
Compliance with each of the clauses is verified annually through the Accessibility Office by each department. Each department is asked to complete an annual Compliance Questionnaire and Attestation. This document, certified by each departmental General Manager or Director, is reported to the province bi-annually. This process has been updated in 2014 to align with the Province’s compliance verification process.
In 2014, work continued on the implementation of the two remaining legislative requirements within provincial timelines:
1. The implementation of accessibility in the Design of Public Spaces legislation; and,
2. The accessibility of web sites and web content. 7
Design of Public Spaces:
In 2012, Council adopted the City’s first comprehensive Accessibility Design Standards (ADS) for the built environment. Although prior to the new ADS, the City had been progressive in its approach to barrier removal, the ADS reflect province-wide best practices. The standards aim to make all new or redeveloped City-owned and leased buildings and infrastructure accessible to Ottawa residents. The City recognizes that addressing accessibility issues as early as possible in the planning and design phases of new construction and retrofit projects is the most practical and cost-effective way to create accessible and inclusive environments.
The Ottawa Accessibility Design Standards are:
Mandatory for all new construction and redevelopment of existing facilities, owned, leased or operated by the City of Ottawa; Intended to be applied to the greatest extent possible for retrofit, alterations or additions to existing facilities owned, leased or operated by the City of Ottawa; Encouraged to be implemented by other sectors and organizations within Ottawa; and, Recognized as addressing the needs of diverse users, with or without disabilities, to ensure inclusive environment for all.
As part of Council’s approval of the ADS in November 2012, the authority for the maintenance of the ADS was delegated to the Deputy City Manager, Planning and Infrastructure and the General Manager, Infrastructure Services to make technical changes or clarifications to the ADS when deemed necessary and to report back to Committee and Council annually through the City of Ottawa Municipal Accessibility Plan (COMAP) report and to the Accessibility Advisory Committee (AAC).
The City recognizes that accessibility requirements and related best practices are continually evolving. The ADS, as do other design standards and guidelines, advance over time to reflect changing legislative requirements (Ontario Building Code, Canadian Standards Association, Accessibility for Ontarians with Disabilities Act) and alignment with other City guidelines (various infrastructure design guidelines, construction specifications) and policies (Comprehensive Asset Management Policy, Right-of-Way Lighting Policy,) and By-laws (Traffic and Parking Bylaw).
In 2013, the Infrastructure Services Department established the Accessibility Standards Conflicts Subcommittee with representatives from the various stakeholder departments directly involved in making the City’s built environment more accessible to all Ottawa 8 residents. The mandate of the Subcommittee was to undertake on a formal basis the following:
Identify/compile inconsistencies and/or conflicts between the City of Ottawa Accessibility Design Standards and existing City standards/ policies/ guidelines; Make recommendations for revisions to the ADS and/or existing City standards/ guidelines with respect to issue resolution; Develop new sections as identified by departments and update document(s) for implementation; and, Resolve issues deemed by staff to be not “practicable” as defined by Legal Services in relation to the ADS.
Since its inception, this Subcommittee has met on a regular basis (generally monthly) and resolved over 270 areas of discrepancy within the ADS, and between the ADS and other legislated requirements or City standards, guidelines, bylaws, policies and practices. Through the process of making recommendations, the Subcommittee gave preference to recommendations which afforded the greatest accessibility whenever operationally feasible while working within delegated budget authorities. The recommendations respected the following requirements:
Eliminate conflicts between regulatory requirements; Align with the City of Ottawa Comprehensive Asset Management Policy and other City policies; and, Ensure the maintenance of established levels of service.
The ADS are governed by the following legislative requirements: the Accessibility for Ontarians with Disabilities Act (2005) and the Ontario Building Code. More specifically, the AODA release of the O. Reg. 191/11 Integrated Accessibility Standards PART IV.1 Design Of Public Spaces Standards (Accessibility Standards For The Built Environment) was released after the 2012 Ottawa ADS were adopted. Since 2001, with the introduction of the Ontarians with Disabilities Act, municipalities have been required to:
"In deciding to purchase goods or services through the procurement process for the use of itself, its employees or the public, the council of every municipality shall have regard to the accessibility for persons with disabilities to the goods or services1."
1 Ontarians with Disabilities Act, 2001 section 13 9
When the AODA Integrated Regulation was released in 2011, Section 5 of the Act substantially increased the City’s obligation by stating that effective January 1, 2013, designated public sector organizations:
"Shall incorporate accessibility design, criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so” and “if the designated public sector organization determines that it is not practicable to incorporate accessibility criteria when procuring or acquiring goods, services or facilities it shall provide, upon request, an explanation.2”
The City’s Accessibility Design Standards were developed to ensure consistent application of accessibility in the planning of the built environment and to better meet accessible procurement obligations to consider accessible design criteria and features when procuring built environment elements in new construction or redeveloping existing City amenities such as roads, pathways and parks3.
To meet the Provincial legislation many municipalities across Ontario currently use Accessibility Standards in the Built Environment. More than 60 municipalities and organizations use the City of London Facility Accessibility Design Standards (FADS) that were adopted in 2007.
Other municipalities such as Toronto, Markham, York Region and County of Norfolk developed their own Accessibility Standards in the Built Environment. The City of Ottawa based our Standards on Markham’s as they were the most current standards available and represented a measured approach based on best practices and constructability. Like Ottawa, municipalities across Ontario are working to ensure designs of their public spaces are inclusive and are consistent with their legislative obligations. The desire was to meet the requirements of the legislation, not surpass them; however best practices are also included for use when operationally practical.
Beyond the legislation, there were numerous other references consulted, including the Canadian Standards Association Standard B651-12 for “Accessible Design for the Built Environment” and the “Illustrated Technical Guide to the Accessibility Standard for the Design of Public Spaces” issued by the Global Alliance on Accessible Technologies and Environments, among others.
2 AODA Integrated Accessibility Standards Regulation, 2011 section 5 3 City of Ottawa Accessibility Design Standards, 2012 section 1 10
The current update to the ADS will be issued in Q2 2015. A more detailed description of the changes will be included in the next COMAP report to be issued in 2016. The updated ADS will also include many best practices, elaborate on technical details to clarify the application of the standards, and remove conflicts and discrepancies with other City standards and guidelines. In addition, the updated ADS will include new sections on transit stations and on accessibility during construction. Work is also ongoing on a section on the visitability of housing.
Beyond the work of the Subcommittee on the updates to the ADS, in 2014 the Infrastructure Services Department (ISD) provided an increased focus on accessibility during construction. The following represents some of the key actions taken by ISD in 2014:
Hosted in February 2014 a joint city/industry (consultants and contractors) workshop on “Mobility Matters” with a focus on accessibility on and around construction projects. Issued March 2014 updates to the City’s Standard Tender Documents with a particular focus on curb ramps, the application of tactile walking surface indicators and more prescriptive requirements for accessibility during construction. Held an information session with City staff and industry in April 2014 focused on updates to construction specifications with a particular focus on curb ramps, the application of tactile walking surface indicators and requirements for accessibility during construction. Held 11 “Lunch & Learn Sessions” for City and industry staff focused on accessibility requirements during construction. Acquired a wheelchair to test site conditions for accessibility and to increase awareness of all involved in construction projects. Increased resources (Traffic Inspectors) on construction projects with a greater focus on mobility requirements. Made presentations to departmental management teams and General Managers in Public Works, Planning & Growth Management and the Rail Implementation Office to ensure consistency of application of standards, particularly curb ramps and tactile walking surface indicators.
Additional activities are planned in 2015 to further advance accessibility of the built environment and City of Ottawa construction projects.
Web sites and Web content: 11
The IASR states that the City must ensure that:
“Effective January 1, 2014, all new and refreshed internet websites and web content on those sites must conform to Web Content Accessibility Guidelines (WCAG) 2.0 Level A; and, by January 2021, all internet websites and web content on all sites must conform to WCAG 2.0 Level AA.4”
The requirement affects all externally purchased and internally developed parts of the web, published after January 1, 2014 including: the framework, Council Reports, content, PDF’s, applications, video and audio, maps, public information and any external purchase of service or products for the development of any new domains, applications or third party hosted websites.
The main objective of the standard is to be as inclusive of as many groups of individuals as possible and the more WCAG success criteria that are adhered to, the more accessible a website will be. In light of this, in 2011, a decision was made by senior management to meet the WCAG 2.0 Level AA requirement (which has 38 success criteria) as soon as possible where practical to make City web content more accessible and to avoid duplication of effort.
The City currently has approximately 24,000 web pages on Ottawa.ca and various departments have over 20,000 additional web pages on approximately 20 other City websites. These include larger websites such as Ottawa Public Library, OC Transpo and the Confederation Line and smaller sites like Ottawa 2017. There are also approximately 55 public facing web applications. As content and other technical aspects are updated or replaced they must be made compliant with the exception of captions (live) and audio descriptions (pre-recorded).
The City has consulted with the Province of Ontario, numerous other municipalities and private sector experts to guide the City’s WCAG Implementation Strategy. Considerations include:
Creating a new, effective, client centric governance model which establishes clear roles, responsibilities and decision-making authority to direct the future of all City websites without compromising individual service strategies;
4 AODA Integrated Accessibility Regulation 191/11 section 14 12
Requiring all departments with information on any of the City websites (and third party websites owned or controlled by the City) to follow the same standards and processes;
Requiring all contractors working for or on behalf of the City of Ottawa to produce WCAG 2.0 Level AA compliant products;
Mandating the use of corporately approved guidelines and tools;
Providing resources to support implementation of the Strategy;
Provide staff training and support of the Strategy;
Requiring ongoing coordination and cooperation between key City departments;
Support ongoing testing and auditing of all City owned and controlled web elements using auditing process and methodologies approved by senior management; and,
Review of testing tools to incorporate more automated processes and tools once available.
To ensure the City’s success with the requirement, the following changes are occurring:
Service Ottawa (SO) has established a new Web Governance Model;
The WCAG Workplan, approved by Council on April 10, 2013, has been incorporated into a WCAG Implementation Strategy that has been approved by the executive and senior management;
The Accessible Web Publishing Procedure approved by Executive Committee in July 15, 2013 has been modified to include testing and auditing of web content and this change will be introduced in 2015; and,
A new Web Testing and Auditing Manual was developed and will be implemented in 2015.
The training of staff and the development of accessible web content and websites will continue to be a focus at the City moving forward. There is a significant learning curve associated with the introduction of WCAG requirements. The United States of America has recently introduced new legislation (Section 508 of the Rehabilitation Act and Section 255 of the Communication Act) which requires WCAG compliance. This change may have a positive impact on the City of Ottawa’s ability to meet the WCAG 13 requirements as a broader segment of the private sector will now be focused on technologies, tools, strategies and applications that help to meet this requirement.
Training of Third Parties:
In 2014 significant modifications to the business process associated with training of third party contractors and accessible procurement were undertaken to improve the City’s ability to report compliance. In relation to the training, the IASR states that the City:
“…shall ensure that the Integrated Accessibility Standards and the Human Rights training is provided to (c) all other persons who provide goods, services or facilities on behalf of the organization as soon as practicable and shall keep a record of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.5”
The AODA Customer Service Standard includes a similar training requirement with the training and recording requirement is for contracted staff “who deal with members of the public on behalf of the provider.”
Since 2010, the following steps have been taken to comply with this requirement:
1. A new clause in the City’s Terms and Conditions procurement document is used in City contracts over $15,000 outlining the responsibility of contractors to train, keep records and provide their training data to the City or the Province upon request; 2. A notice was posted on MERX and on Ottawa.ca to advise all potential contractors of the obligations; 3. Letters were mailed out in 2010 and 2011 to a priority group of 378 of our approximate 10,000 contracted organizations who have direct contact with the public on behalf of the City such as security companies, food services providers, etc. The mail-out resulted in a limited response; approximately 94 agencies reported to the City that they had trained some or all of their staff; 4. The Accessibility Office (AO) along with the Community Sustainability Branch met with the Ottawa Business Improvement Areas (BIAs) in January 2011 to outline compliance requirements of the AODA Customer Service Standard; 5. In 2012 and 2013 the AO delivered ASCS and IASR training to the public and promoted these training opportunities to our contractors.
5 AODA Integrated Accessibility Regulation 191/11 section 7 14
To confirm best practices for compliance with this regulation, the City has formally asked the Province for confirmation that the City process meets compliance obligations. As a result of this review the City has confirmed that the Province of Ontario does not train contractors directly but, rather, proactively provides training materials to contractors. Provincial suppliers are notified that they must be prepared to provide information to Ministry representatives indicating when the training took place and the number and names of personnel who received training, at any time during the Term of the Contract or afterwards. This obligation is supported by templates and other resources developed by the central procurement business area, Supply Chain Ontario.
The AO also undertook a review of how other municipalities across Ontario met this specific requirement. The municipal scan found that there is no consistent approach to how this section of the legislation is met (information was obtained from eight municipalities).
Following the review, Executive Committee made the decision on November 27, 2014 to remain consistent with the provincial practice, and continue our current practice of formally informing existing and potential contractors of the AODA training requirements through the City’s Terms and Conditions. Contractors currently sign a statement that confirms their compliance to and adherence with the City’s Terms and Conditions.
Following upon this decision, the City’s Terms and Conditions document and the contractor web information was updated and now includes the Provincial Contractor’s AODA Fact Sheet and a link to the two Provincial online training courses.
In addition to improving alignment with the provincial processes, the recent changes have strengthened the City’s messaging to contractors regarding the importance of their legislative obligations to train their employees on AODA and to keep records of the dates and names of employees trained. The City also proactively provides training resources to contractors such as the online, no cost, provincially-developed AODA training courses.
Accessible Procurement:
The AODA’s IASR states that effective January 1, 2013, the City:
“….shall incorporate accessibility design, criteria and features when procuring or acquiring goods (including kiosks), services or facilities, 15
except where it is not practicable to do so. If it is not practicable to do so, it shall provide, upon request, an explanation6.”
In preparation for January 1, 2013, the implementation date of the IASR procurement clause, a number of corporate steps were undertaken to support corporate compliance with this standard. For example:
The City’s process for procuring or acquiring goods, services or facilities, except when it is not practicable to do so, was changed to meet our legislative requirement; Supply Branch updated several procurement documents and forms, for purchases over $15K, to notify contractors of the AODA requirements in relation to accessibility through the General Terms and Conditions. Notification of these requirements continues to be posted on Ottawa.ca.; A “Six Step Accessible Procurement Guidelines” document was developed and distributed to managers and purchasing staff. It includes a six step tool for all staff to follow to ensure the incorporation of accessibility in all purchasing activities; and, An accessible procurement workshop was launched in late 2012 to further assist employees who undertake significant procurement activities. To date, over 1,790 management and staff from all departments have participated in the AODA procurement workshops to help them incorporate accessible features into their purchases.
Collectively, these steps helped ensure that staff are trained on this legislative requirement and that the City’s formal process for purchases over $15K in value, includes consideration of accessibility.
In 2014, the Finance Department reported that accessibility design, features and/or criteria were included in 75.4% of 2,157 new corporate contracts representing $426.5M of the total $596.6M spent. This represents an increase over 2013, when it was reported that accessibility design, features or criteria were included in 36% of contracts representing $267.5M of the $600M spent. This improvement in reporting demonstrates that the accessible procurement workshops have been effective.
Specific to new construction; in 2014, 88.9% of 505 new construction contracts included accessibility design, criteria and features. This represents over $313M of the $321.2M spent in new construction. As outlined in the legislation, a record of the rational and justifications for not incorporating accessibility design criteria and features is maintained on the purchasing file and can be made available upon request. While accessibility was
6 AODA Integrated Accessibility Regulation 191/11 section 5 16 considered in all procurements, there are numerous goods and services procured by the City for which accessible features are not applicable as opposed to not included. For example many commodities, such as diesel fuel, gasoline, equipment and vehicle repair and maintenance, water purification chemicals and mechanical parts, do not have accessibility features, design or criteria. In the accessibility inclusion rate calculations, adjusting out purchases where accessibility is not applicable rather than not included leads to more accurate rates presented. Finance will modify the Purchase Order form to create a third field “not applicable” for these types of purchases to ensure more efficient reporting.
In 2014, a corporate review was conducted of existing internal departmental purchasing processes. On November 27th, executive and senior management approved the development and implementation of a corporate-wide process to demonstrate clear compliance for purchases under $15K. This new tracking process for purchases under $15K has been introduced in 2015.
Training:
The requirement to train employees and volunteers on accessibility remains a priority for the City and includes training on Accessible Procurement, Manager’s Compliance, Creating Accessible Word Documents, Accessible Customer Service and the IASR. Training records for all employees and volunteers are maintained as required by the legislation in City databases and closely monitored on a quarterly basis.
The Accessible Customer Service training was first launched in 2009 and includes:
Overview and intent of the AODA;
“Talk to Me” video, defining disability, barrier and handicap, and emphasizing the importance of asking, “How may I help you?”;
“Why what you say is important” exercise, emphasizing the importance of “person- first” language; and,
Strategies for providing accessible customer service to people with various types of disabilities.
The Accessible Customer Service training has been a part of the City’s new employee orientation since 2010 and is delivered monthly. In 2014, the City continued to maintain an Accessible Customer Service training rate of 92% of its employees.
The IASR training was first launched in 2011, and includes an overview of: 17
General Requirements; The Ontario Human Right Code; Procurement; Information and Communications; Employment; Transportation; and, Design of Public Spaces (Built Environment).
The City continues to maintain an IASR training rate of 93% of all employees.
It is not practicable to achieve 100% training rates for the Accessible Customer Service or the IASR trainings due to staff turnover, fluctuations in seasonal staffing levels, parental leaves, sick leaves, casual staffing and retiring staff. In 2014, the Accessible Customer Service and the IASR trainings were consolidated into one in-class session called “The AODA: Accessibility for All” program delivered within the new City employee orientation. Both trainings continue to be available as either a stand-alone in-class option or as an online course.
Additionally, job-specific training is also offered. New Managers AODA Compliance Training provides new managers with an overview of their responsibilities as managers under the AODA. This training session provides an opportunity for managers to learn about specific tools designed to assist them with the provision of workplace accommodation plans, information and communication supports options and the development of Individual Work Emergency Response Information plans.
The City’s Procurement Workshop provides an overview of the General Requirements related to accessible procurement, including both corporate and departmental processes for applying the Six Steps to Accessible Procurement tool. By applying an accessibility lens, participants engage in hands-on exercises to explore options and opportunities to incorporate accessible criteria, design and features into procurement of departmental purchases.
To support the production of accessible web content and the creation of accessible formats and communication supports, the Creating Accessible Word Documents training is offered. To date, this training has been delivered to 400 staff in class and the the online version of the training has been accessed over 600 times. Additionally, a total of more than 370 staff and managers have been trained on new testing tools, CommonLook (CL) Office and Common Look PDF, which allow them to verify the accessibility of their documents before they are published on City websites. 18
In addition to employees and contractors, the City is also obligated to train volunteers in the Accessible Customer Service and IASR. In 2014, an additional 435 volunteers were trained in Accessible Customer Service and over 630 were trained in IASR to ensure that City of Ottawa volunteers provide high quality and accessible service when representing the City.
Feedback:
The City continues to actively invite feedback on how City services are delivered to people with disabilities, as per legislative requirement. The feedback is forwarded to the appropriate City department, responded to within established service levels, documented and tracked. Feedback is collected in a variety of ways; including by phone at 3-1-1 and Next Talk TTY (Teletypewriter), by email to the Accessibility Office and in person at any of the City’s Client Service Centre locations. Feedback is accepted in accessible formats and residents are provided with communication supports upon request. In 2014, the Accessibility Office responded to 146 accessibility-related service requests/feedback from Ottawa residents, employees, businesses and visitors.
In 2014, the themes of the 146 service requests/feedback related to the accessibility of City services, received by the Accessibility Office includes:
Internal and external Built Environment - 44 per cent; Customer Service - 27 per cent; Information and Communication - 20 per cent; Transportation through the Accessibility Office - 4 per cent; Accessible Format Requests - 3 per cent; and, Employment - 2 per cent.
The standard response time for receipt of service inquiries is two working days and response time from the appropriate departmental response and/or action follows within two weeks for most inquiries. In addition, other departments (excluding Transit Services) reported that they responded to approximately 400 direct departmental accessibility inquiries in 2014. The majority of these inquires were on the built environment. Departments also directly received 50 requests for accessible formats related to City billing. Transit Services does not report any direct departmental statistics on accessibility inquiries, complaints or feedback through COMAP. 19
2014 Departmental specific initiatives update:
ELECTIONS:
During the 2014 Municipal Elections, the Elections Office built on the success of the 2010 Elections Accessibility Project to ensure compliance with the AODA, the related standards and the accessibility-related provisions of the Municipal Elections Act, 1996.
Additional processes were put in place with regards to Elections staff recruitment, assessment and selection. During the employment period, disability-related accommodations were offered and made available. These requests were obtained in part by including an accommodation field on the Elections Application for Employment form. Staff ensured accommodations were made for all election workers who requested them. Examples of these accommodations include providing low tables, chairs with armrests or assistance with transporting heavy items.
There were a total of 571 places for Special Advance Voting, Advance Day 1, Advance Day 2, and Voting Day. Each voting place underwent an extensive site inspection aided by the accessibility audit checklist that was developed in 2010 in consultation with the corporate Accessibility Office. Other considerations taken into account included the availability of staff washrooms and parking. Upon completion of the inspections, improvements were made to address barriers for electors and workers, such as the installation of ramps, curb cut adjustment, and/or installation of accessible parking signage.
The following accessibility tools were available to electors at all voting places:
Large Print Ballot;
Plastic Braille Template;
Braille Listing of Candidates;
Magnifying sheets; and,
Cell Phones with Elections Call Centre staff on standby.
The use of ImageCast Evolution (ICE) vote tabulators increased accessibility for many voters. ICE vote tabulators allowed electors with a variety of disabilities to mark and cast their ballot privately and with greater independence while using an Accessible Voting Session. The Accessible Voting Session features included: 20
Bilingual audio through headphones;
Bilingual visual support through a 19-inch screen with adjustable angles and zoom feature to increase the ballot font size; and,
An assistive device input port for ballot navigation and voting, including:
o ATI (Audio-Tactile Interface with Braille);
o Sip ‘n’ Puff device; and,
o Left and Right color coded paddles.
ICE vote tabulators were available to electors at:
o All special advance voting places;
o Ward-wide advance voting places; and,
o Voting places in selected seniors residences and long-term care facilities.
Other new initiatives, tools, procedures and services introduced included feedback cards that were distributed to the Supervisor Deputy Returning Officer at all voting places to hand out to electors. These cards listed ways to contact the Elections Office to provide accessibility feedback. As well all content, maps and portable document files that were published on Ottawa.ca/vote met the WCAG 2.0 Level AA guidelines for accessibility.
During the third quarter (Q3) of 2014, Elections Office staff met with the members of the Accessibility Advisory Committee (AAC) to review the planned Election-period accessibility initiatives. They received overall positive feedback from the Committee.
The Elections Office also reached out to the public to promote accessibility during the period leading up to the Election, including: demonstrating the City’s accessible voting process, tools and technology and providing the public with the opportunity to try the ICE vote tabulator in six Ottawa Public Library branches. Demonstrations also took place on AccessAbility Day on July 13, 2014 and at the International Summit on Accessibility held at the Shaw Centre.
CUSTOMER SERVICE:
The City of Ottawa held its 11th annual AccessAbility Day on Sunday, July 13, 2014 in partnership with the inaugural International Summit on Accessibility held at the Shaw 21
Centre. Over 100 local residents attended the Opening Plenary of the Summit; “Moving from Intention to Action”. The opening session was moderated by Rich Donovan and the Right Honourable Lieutenant Governor David Onley. The event included the opportunity to attend a Resource Fair featuring accessibility related products and services. Feedback from residents about the event was very positive.
In order to ensure that City meetings and events are inclusive of employees, residents and visitors with disabilities the City has adopted two new provincial resources; the Ontario Municipal Social Services Association (OMSSA) Guide to Conducting Accessible Meetings (Document 2) and the Provincial Guide to Accessible Festivals and Outdoor Events (Document 3). These new guides have replaced the City’s Draft Accessible Events Planning Toolkit and are intended to be used to the greatest extent possible for City run public events. The City will also provide these resources to external event organizers as a resource for their information.
2014 saw the continuation of two parking control officers from By-Law and Regulatory Services (BLRS) being dedicated to the fraudulent use of accessible parking permits. Twenty Part I charges were issued in 2014 for illegal use of accessible parking permits. The accessible parking permits which are seized by BLRS are returned to the Province and typically the Province requires any holder of a permit that is charged with fraudulent permit use to re-apply for a permit.
For many residents with disabilities, snow removal from private residences is essential to enhancing mobility. The City funds two core programs: SnowGo and SnowGo Assist. In 2014, the responsibility for both programs was transferred from Public Works to Community and Social Services. The SnowGo Program provides a matching service for seniors and people with disabilities looking to hire vetted individuals or contractors to clear snow from private driveways and walkways. Residents who participate in this program are responsible for paying the individual or contractor removing the snow. During the 2013-2014, SnowGo assisted over 440 participants and used $65K in funds.
The SnowGo Assist Program provides financial assistance to eligible low-income seniors or persons with disabilities directly to hire an individual or contractor to clear snow from private driveways and walkways. SnowGo Assist had 266 participants and expended approximately $52K in 2014.
The Ottawa Public Library recognizes the value of assistive technologies in promoting access to goods and services. Assistive listening devices have been purchased and made available for customers to utilize at library-based programs and events. The 22
Accessibility Status library card has been changed to provide longer borrowing periods for those customers with disabilities, upon request.
In partnership with Alternative Learning Styles and Outlooks (ALSO), the Library created and distributed Reading and Parent Project (RAPP) literacy packs to support language and literacy development of all children including those with disabilities and their parents. The packs include an American Sign Language signed DVD, a book and activity sheets with tips for parents. Pictogram signage has also been installed to indicate the non-fiction collections across library branches.
To be more inclusive and accessible to residents across the city, Ottawa Public Health (OPH) made changes to their workshop locations and formats for their Fall Prevention and Pregnancy Circles programs.
As part of its efforts to provide accessible customer service to people with cognitive and mental health disabilities, Parks, Recreation and Cultural Services (PRCS) continues to deliver behaviour management training through three unique courses offered by the Thinking in Pictures Educational Services and Children’s Hospital of Eastern Ontario (CHEO) Partnerships and Advocacy Division (Mind Masters Training) to approximately 400 camp staff. In addition, the Ottawa Distress Centre provided a three hour suicide prevention training session to youth workers in PRCS. This workshop emphasized how to recognize the warning signs of suicide and how to communicate with, and get help and resources to, a person at risk.
INFORMATION AND COMMUNICATION:
To provide enhanced accessibility of electronic documents, Information Technology Services (ITS) have delivered on-going instructor-led classroom training workshops for City staff on Creating Accessible Documents in Word. ITS continues to promote accessibility awareness in all aspects of their training materials and classroom delivery to City staff. The department played a key role in coordinating the rollout of CommonLook (a program that assists with verifying WCAG 2.0 Level AA compliance) to delegated staff. ITS also consults and advises on WCAG 2.0 requirements and reviews various applications and documents upon request. As well, a new version of Marval (an ITS recording and inquiry tracking program used by the Corporate Service Desk) was launched with AODA compliant training material. The Corporate Service Desk continues to assist City staff with various technology accessibility inquiries.
When providing new security installs or repairing existing security applications, Corporate Security continues to apply the Accessibility Design Standards. This is done 23 in consultation with the person requiring the accommodation and may include items such as key pads installed at an appropriate height and audible/visible alarm notifications. This ongoing initiative provides an enhanced service to all users including people with disabilities.
EMPLOYMENT:
In partnership with Human Resources (HR), PRCS continues to work towards improving access to paid employment positions within the department for individuals with a disability. During 2014, a pilot employment project was initiated at Greenboro Community Centre and it is currently being evaluated.
HR continued to deliver departmental and interdepartmental training on diversity to over 2,000 employees in 2014. This training provides employees with a better understanding of learning and other disabilities, as well as the principles of equity and diversity and how they, in turn, foster a respectful workplace.
HR continued its tracking and monitoring of workplace accommodation requests from employees and applicants. A workplace accommodation is the modification of the work environment for employees to successfully work and/or return to work from an absence due to illness or injury, to enable them to work efficiently and safely. Approximately 600 accommodations (temporary and full-time) were provided to employees and applicants. In addition, protocols for accommodation during staff assessments were developed for managers involved in the hiring process and placed on the City Intranet for easy access.
Three Diversity Cafes, informal educational sessions, were held in 2014 to increase awareness and dialogue focusing on challenges people with disabilities face in employment. A total of 70 employees participated.
In 2014, a Corporate Diversity and Inclusion Management Committee was established to assist in the implementation of the Corporate Diversity and Inclusion Plan. Terms of Reference were developed and a management working group, chaired by the City Manager, was established with representation from all departments. The first meeting was held in October 2014.
The City hosted the 2nd Annual Employment Accessibility Resource Network (EARN) Conference in April at City Hall; over 150 participants attended. The EARN Network fosters collaboration among employment service providers, community-based service 24 providers and other stakeholders to enhance employment outcomes for residents with disabilities.
In addition, EARN held its 1st Annual Career Fair at City Hall in October to directly connect job seekers with employers. Nineteen (19) employers and approximately 125 job seekers with disabilities attended. HR participated in monthly conference calls with EARN employers and service providers to discuss current job openings with the goal of finding employment for people with disabilities. In efforts to prepare for entry into the work force, HR participated in mock interviews for graduating students of the Ottawa Carleton District School Board’s Adaptive Learning Program. The department also participated in an employer panel for clients of employment service providers.
As well, the City partnered with EARN and the Conference Board of Canada to organize a conference on the Employment Standards of the AODA.
Finally, HR continued to conduct outreach with the general public via educational institutions (elementary and high schools, colleges and universities) to promote employment opportunities to students with disabilities. The department:
Delivered over 40 “Careers with the City” presentations to more than 500 participants; Attended over 12 career fairs with educational institutions, targeted community groups and Employment Ontario Centres a total of over 4,000 participants were present at these events; and, Participated in networking and information sharing events with various organizations focusing on the diversity groups.
BUILT ENVIRONMENT:
The City continued efforts across departments towards building barrier-free new construction and redevelopment. For example, Community and Social Services (CSSD) completed four affordable housing projects which contained 136 new units and included 30 barrier-free units. An additional 34 units are under construction, of which 4 units will be barrier-free.
PRCS has continued to compile and expand upon the inventory of accessible features at PRCS facilities, community buildings and outdoor spaces and this information is available on Ottawa.ca. The City has conducted accessibility audits at more than 825 City facilities such as recreation complexes, community centres, field houses – this 25 represents more than 90 per cent of sites which are eligible for review. Audits were also conducted on park elements such as wading pools, gazebos and spray-pads.
Recent facility retrofits included:
Installation of power door operators at various facilities such as: the Ray Friel Recreation Complex, the Blackburn Hamlet Library, the Roy G. Hobbs Community Centre, the Nepean Sportsplex, the 6th Floor of the Mary Pitt Centre, the Main Library East Entrance, the Metcalfe Library and the Bob MacQuarrie Orleans Recreation Complex; Cupboard and counter replacement in Pottery Studio at the McNabb Community Centre; Installation and way finding map modifications at the Walter Baker Sports Centre; Addition of five accessible parking spaces at the Kanata Leisure Centre; Installation of handrails in arena stands at Nepean Sportsplex and Walter Baker Sports Centre; Accessibility upgrades to the surface of the playground at Wilfred Murray Park; Design and installation of accessible washrooms at Lansdowne TD Place arena; Installation of a small ramp at the entrance of the canteen at Mooney’s Bay; and, Installation of pool stairs at the Bob MacQuarrie Orleans Recreation Complex.
Through Public Works, Audible Pedestrian Signals are installed at all new and reconstructed signal locations. The City also retrofits existing signals as funding becomes available. Currently, Public Works is evaluating and testing new technologies to enhance audible signalized intersections. There are 790 intersections equipped with Audible Pedestrian Signals, representing 69.3 per cent of our signalized network.
Community and Social Services oversaw the renovation of the female washroom on the first floor at the Forward Avenue Emergency Shelter including shower grab bars, accessible sink, bath and shower fixtures and partitions. Doors were widened and automated to meet accessibility standards and an accessible shower stall was installed.
Ottawa Public Library continued its on-going work in retrofitting library branches to increase accessibility for customers. 2014 projects included:
New accessible (height adjustable) service desks at Beaverbrook, Richmond, Rockcliffe Park, Greenboro, Greely, Main and Carlingwood branches; Elevator replacements at the Rosemount and Alta Vista branches; New, wider security gates were installed at Cumberland, Greenboro, Carlingwood and Main branches; 26
The development of pictogram signage for non-fiction collections; Two accessible door operators installed on the doors leading from the accessible parking stalls in the Main branch parking garage; Library shelves installed or modified to meet accessibility requirements and ensure accessible path of travel requirements in the Carlingwood branch and the Main branch’s children’s area.
TRANSPORTATION:
In 2014, Transit Services continued to enhance barrier-free access to transit stations and facilities including:
Installing 43 power door operators at ten Transitway stations, providing customers with improved access to the following stations and shelters (Bayshore, Greenboro, Heron, Lycée Claudel, Mackenzie King, Place d’Orléans, Smyth, South Keys, Walkley & Westboro);
Modernizing 6 elevators at four stations to improve reliability and accessibility (Riverside, Walkley, Pleasant Park & Heron stations);
Replacing older wooden handrails at 11 stations (Billings Bridge, Greenboro, Heron, Lincoln Fields, Lycée Claudel, Place d’Orléans, Queensway, Riverside, Smyth, Walkley & Westboro) and making adjustments to handrails at three additional stations (Bayshore, Pleasant Park and South Keys) to improve ease of use, grasp and visibility;
Increasing lighting at seven stations (Terry Fox, Lincoln Fields, Westboro, Iris, Dominion, St. Laurent and Queensway) improving visibility on pathways and platforms, in stairwells, and at elevators;
Lowering service counters at the Place d’Orléans and Lincoln Fields sales centres;
Rebuilding the exterior pathway and stairs leading from Data Centre Road to Heron Station;
Improving the accessibility of the pathways leading from Riverside Drive to both Lycée Claudel and Riverside Stations; and,
Expanding accessible parking at Trim Park & Ride from 11 to 15 spaces and adding a short-term accessible parking space and passenger loading zone at the Lincoln Fields Station. 27
In partnership with Public Works, Transit Services reviewed operating procedures and communications regarding snow removal around bus stops and shelters. This resulted in the creation of an improved process for identifying and classifying snow removal issues reported by customers through 3-1-1 and customer service call centres. This process will be monitored over the winter months and coordination with Public Works will continue throughout the 2014/ 2015 winter season.
With respect to age-friendly services, Transit Services produced a draft submission for the accessible design and placement of on-street bus stops and shelters. This was provided to the City of Ottawa Accessibility Standards Subcommittee for their inclusion in the updated City of Ottawa Accessibility Design Standards in 2015.
Transit Services continued partnerships and ongoing engagement with numerous community groups and stakeholders throughout 2014 including:
Continuing a funding partnership with three rural community support services agencies to provide transportation services to seniors and persons with disabilities in the rural area. As part of this partnership, these agencies expanded their services to provide rural-to-rural accessible transportation specifically for persons who use mobility devices. This service began in July 2013 and continued throughout 2014;
Participating in other community outreach sessions on the public transportation options and choices available to seniors and persons with disabilities. These sessions were with: Developmental Services Ontario, Kanata Chinese Seniors Support Centre, Canadian Automobile Association, Association of Social Workers of Ottawa, Stroke Survivors Ottawa, Canadian Hearing Society, Centre culturel d'Orléans, Redwood Seniors Residence, Wabano Centre for Aboriginal Health, and Ottawa Parks and Recreation; and,
Continuing a work placement program for 16 persons with disabilities in partnership with a number of agencies and organizations including Ottawa-Carleton Lifeskills and the Ottawa-Carleton District School Board.
Transit Services Travel Training Program, a comprehensive instructional program designed to teach people with disabilities, seniors and new immigrants to travel safely and independently on conventional transit, had another successful year in 2014. Of the 2, 270 individuals who were provided travel training in 2014, 36 per cent (810) now use transit independently and 54 per cent (1,220) now use transit with the assistance of a support person or are still in training. 28
The Next-Stop Announcement System, a communication support available on all conventional transit to notify transit customers both audibly and visually of bus stop locations en route, achieved a 98 per cent success rate in 2014.
Efforts continued to promote awareness and availability cooperative seating for persons with disabilities on public transit. A multi-media communication campaign was also launched to encourage more positive and friendly behaviours when using transit. There were five key messages highlighted in the campaign; one of them encourages riders to give up their seats to those who need them. Transit Special Constables delivered this message to about 9,600 students in 48 presentations at schools and events throughout the community.
The use of the Taxi Coupon Program which provides discounted taxi fares for Para Transpo customers has also increased, providing more flexibility while maintaining accessibility for customers. In 2014, a total of 1,758 customers purchased taxi coupons. This is an increase from 1,602 such purchases in 2013.
As part of the Para Transpo Vehicle Replacement Plan, the contract was awarded for the new Para Transpo vehicles. Two pilot buses were received in 2014 for testing purposes. All other new vehicles are expected to be delivered in the late summer of 2015.
Transit bus operators received a Pro-in-Motion refresher training course that included the requirements of Transit Services’ Accessible Customer Service Policy. This training was consistent with the the spirit and intent of the AODA. The three-day course is aligned with the City’s Customer Service Excellence program and includes the following components:
Diversity and inclusion module, which speaks to providing excellent customer service to the full diversity of customers; Driving for safety and service excellence module, which focuses on driving behaviours operators can use to enhance customer safety and comfort; and, On-road training wherein operators are asked to focus on ensuring a smooth ride for all customers.
2015 Accessibility Plan:
This year marks the last year of the City’s 5- year Accessibility Plan. The main focus for 2015 will be to: 29
Update of the City’s Accessibility Design Standards which includes the Design of Public Spaces; Test and audit WCAG compliant web sites and web content; Implement the adjusted procurement process for purchases under 15K; Implement departmental specific 2015 initiatives; Conduct consultation with residents with disabilities and other stakeholders to create the City’s 2016 - 2020 Accessibility Plan; and, Report compliance with the Province by year’s end.
2015 WCAG IMPLEMENTATION:
Service Ottawa (SO), the department which oversees Ottawa.ca the City’s main web site, will assume the lead role for the WCAG Implementation Strategy as part of the Web Governance Steering Committee. SO will coordinate various overarching actions and compliance issues with the support of Information Technology Services (ITS), Corporate Programs and Business Services (CPBS) and departments. Adjustments to the roles and responsibilities will be discussed amongst lead departments and brought forward to senior management for approval. CPBS will conduct spot checks to validate departmental findings for the purpose of reporting to the Province of Ontario on overall compliance with AODA.
The City will monitor progress towards the WCAG requirement in order to report to the Province. Reporting is required by the end of 2015 and every two years thereafter. Monitoring will better enable the City to provide equal access for all citizens to information posted on City of Ottawa websites by removing barriers caused by current practices.
These changes will require increased collaboration with several key City departments including ITS, SO and City Clerks and Solicitor (CCS) and the Accessibility Office (CPBS).
2015 PROCUREMENT:
Departments have been directed to adopt the new corporate process for verifying and recording when accessible features, design and criteria are not incorporated in City purchases under $15K. Departments which choose not to follow the corporate process may develop their own departmental process as long as the process receives approval from Legal Services. Departments must ensure that records are kept when it is not practicable to incorporate accessibility into their purchases. These records are saved through the City’s formal record retention system and are available upon request. 30
Supply Branch will continue to monitor, analyse and report annually on the percentage of City purchases that incorporate accessible features to the Accessibility Office for purchases over $15K. In addition Supply Branch will also work to incorporate accessible features, design and criteria into any refreshed and new standing offers.
2015 Departmental Accessibility Initiatives:
CUSTOMER SERVICE:
To enhance the experience of residents and visitors to City events, a workshop will be developed based on the new provincial guides on accessibility of meetings, festivals and events adopted by the City. The workshop will be delivered to City departments and will highlight how to build accessibility into all the physical and content aspects of an event or meeting to ensure everyone can participate fully, including people with disabilities.
The Equity and Inclusion Diversity Snapshots, originally published in 2010, are quick reference booklets for City staff to help identify people who are at risk of exclusion. The snapshot underlines the contributions of diverse populations, highlights the barriers they face and outlines a vision of an inclusive city. In 2015, Community and Social Services staff will review all snapshots including the Snapshot on People with Disabilities.
In 2015, Economic Development and Innovation (EDI) will support several accessibility training opportunities scheduled and hosted by local Business Improvement Areas (BIAs) in Ottawa to increase BIA understanding of accessibility requirements, share tools to raise accessibility awareness and assist local private businesses to meet compliance with AODA.
Infrastructure Service Department (ISD) will develop and post information on Ottawa.ca to inform residents of the purpose and use of tactile warning surface indicators that are being installed at new and redeveloped City intersections. These indicators provide directional support for people with vision loss.
Through its Breast-Feeding Buddies Program, Ottawa Public Health will answer questions and give information though text messaging as needed. This will help new mothers in their own homes instead of having to travel to a clinic for this support.
INFORMATION AND COMMUNICATION:
ITS will continue to offer and integrate accessibility content into computer training to support City staff in the creation of accessible documents. The department will review 31 existing course content to identify gaps and create a work plan to integrate accessibility techniques into course materials on an ongoing basis. ITS will continue to support accessible technology across the corporation, will consult and advise on WCAG 2.0 Level AA requirements and will review various applications and documents upon request.
EMPLOYMENT:
In 2015, Human Resources will establish a Diversity and Inclusion resource page on the City’s Intranet. There will be a number of new documents developed such as a Frequently Asked Questions (FAQs) document on assistive technologies to help staff support residents.
The Diversity and Inclusion Branch will continue its various training programs (Diversity Cafes, Learning My Way, etc.) to promote a respectful and inclusive workplace and increase awareness and dialogue to better understand accessibility issues as they relate to people with disabilities.
The Recruitment and Staffing Unit will continue its outreach initiatives to promote employment opportunities and attract people with disabilities to work at the City of Ottawa. Strategies will include tailored presentations to various segments of the population to strengthen an understanding of how to use the City’s e-recruitment tool on Ottawa.ca.
In April 2015, the City will host the annual EARN Conference and in October a Career Fair will be offered. Human Resources continues to actively participate in EARN activities and other outreach and recruitment programs in the community to increase employment opportunities for people with disabilities.
BUILT ENVIRONMENT:
In early 2015, two new housing projects, Clementine Place and Résidence Renaissance, will begin construction. In addition, two new affordable housing projects, Longfields Development and Michele Heights, were approved for funding in 2014/2015. Construction for these projects is scheduled to start in late 2015. Combined, these housing projects will create 182 new housing units of which 50 are designed as barrier- free (accessible) units.
ISD’s Retrofit Program, which allocates $2M per year to remove barriers identified in accessibility audits in City facilities, play structures and pathways, may include in 2015, subject to Strategic Initiative budgetary approval: 32
Bob MacQuarrie Recreation Complex pool washrooms and change rooms retrofit; Ottawa School of Art installation of entrance ramp; Ottawa East Community Centre entrance ramp installation; Heron Road Multi-Service Centre installation of a ramp for gym access; and, St. Laurent Don Gamble Recreation Complex pool washrooms and change rooms retrofit.
In addition, various physical barrier removals are planned for the following City facilities:
Canterbury Community Centre; West Ottawa Tennis Club; Dalhousie Community Centre; Glebe Community Centre; Kingsmere Field house; Meadowvale Terrace Field house; Nepean Sportsplex Lawn bowling Pavilion; Rockcliffe Community Centre and Library; and, Pinecrest Recreation Complex.
ISD will continue to dedicate a half-day education session on accessibility and the built environment as it relates to construction, including a presentation on best practices and a panel discussion. Attendees will include the National Capital Heavy Construction Association (NCHCA)/Consulting Engineers of Ontario (CEO), the City of Ottawa and design consultants.
Community and Social Services will monitor the implementation of the Older Adult Plan (OAP) and associated accessibility-related actions throughout 2015. These may include OAP-funded accessibility improvements in City facilities, the installation of benches and improved sidewalk maintenance/traffic crossing at signalized intersections in areas with high concentrations of seniors.
In 2015, Service Ottawa will develop a plan for an accessibility-based retrofit of the Client Service Centre at 110 Laurier based upon the recommendations from the 2014 building audit.
TRAINING:
In 2015, the City will continue to provide ongoing training to staff and volunteers on Accessible Customer Service and the IASR. In 2015, the Accessibility Office will revise 33 its online versions of AODA courses to update this online learning opportunity with additional City-specific information.
The Accessibility Office will continue to provide supplemental accessibility training such as the Accessible Procurement Workshop and New Manager Training as required.
The Accessibility Office will also work with departments, as needed, to customize training to ensure that the training is specific to departmental needs. The Office will also develop a short course on the principles of Accessible Customer Service to refresh concepts on previous lessons from prior ASCS trainings. As well, train-the-trainer workshops are provided to customize job specific accessibility-related instruction.
TRANSPORTATION:
In 2015, Transit Services will continue to make improvements to transit stations and facilities including:
Expanding accessible parking and improving passenger loading areas at a number of Park & Rides including Eagleson, Place d’Orléans and Terry Fox; Modernizing older on-street bus stops and facilities; Enhancing emergency callbox signage with tactile and Braille text; and, Improving stair surfaces at various stations.
A whitepaper report will be presented to the Transit Commission in the second quarter of 2015 which will provide information on Para Transpo's service standards. It will also include background information from the transportation industry on eligibility criteria, trip cancellation, trip prioritization and booking. Once the whitepaper report is approved, OC Transpo will start public consultations in the third quarter of 2015. Feedback received from the consultations will inform the development of the final recommendations for Para Transpo operations on these topics. These recommendations will be presented to the Transit Commission in 2016.
In 2015, an initiative to make real-time vehicle location information available to staff will be rolled out. Using this GPS technology, staff will see the location of contracted Para service vehicles to provide better estimated arrival times to customers.
To make Para Transpo booking and fare payment easier and more convenient, there will be a pilot of the new Para Transpo fare-payment system. It will be made available to a sample group of customers with the goal of full system implementation in 2015. 34
Transit Services are also looking to develop and implement an integrated voice response (automated telephone) and online booking system once the fare-payment system is fully functional.
Community outreach will also continue in 2015, including three “transportation choices” presentations to rural seniors and persons with disabilities. These sessions are planned for the spring of 2015 in partnership with the Council on Aging.
ACCESSIBILITY EVALUATION AND PLANNING:
In 2015, the City will conduct outreach on its 2012-2016 multi-year Accessibility Plan. New ideas and creative input will be solicited on topics including the City’s accessibility trainings, processes, procedures, web presence and City services.
On May 29, 2015, the City will host the City’s 12th annual AcessAbility Day event. This event will focus on consultation and outreach to residents with disabilities on the City’s next multi-year plan. The event will also honour our collective success towards the AODA with entertainment and a celebratory lunch for attendees.
REPORT COMPLIANCE WITH THE PROVINCE:
In December 2015, the City must report compliance to the Province. Towards this end, the City conducts annual verification with departments on all compliance aspects of the AODA. All departments are required to complete the City’s Accessibility Compliance Questionnaire and Attestation. The Attestation contains questions on all applicable clauses of the Act and requires departments to review their processes and practices to ensure the ASCS and IASR requirements remain part of everyday operations. The annual results are reported to Legal Services and are used to identify any gaps in order to assist in future accessibility planning.
RURAL IMPLICATIONS
The Accessibility programs, services and initiatives identified in this report consider rural communities and their needs.
CONSULTATION
The City’s Accessibility Office meets regularly with, and receives feedback from, Accessibility Advisory Committee (AAC) representatives during the course of the year. In addition, many departmental projects are presented to AAC to ensure accessibility is duly considered. 35
For 2014, the AAC and/or the community were consulted on: Para Transpo advanced booking procedure, accessibility features of the Lansdowne Shuttle, plans for the Innovation Centre renovation at Bayview Yards, accessible parking considerations at 474 Elgin Street, event plans for the City Services Public Showcase, accessibility plans for the 2014 Municipal Elections, a review of the refresh (2015-2018) Older Adult Plan and Priorities, supported the City’s response letter of the AODA Customer Service Standards review to the Province and provided support in the review of the City of Ottawa Municipal Accessibility Plan Report.
COMMENTS BY THE WARD COUNCILLOR(S)
This is a City-wide report.
ADVISORY COMMITTEE(S) COMMENTS
The City’s AAC has been made aware that the Accessibility Office (AO) is preparing an annual progress report on the City of Ottawa Municipal Accessibility Plan (COMAP) outlining the accomplishments in the 2014 calendar year. The committee appreciates the efforts of the AO and all city staff towards creating an accessible, open and inclusive city. The AAC looks forward to working with staff in the development of a new multi- year COMAP and with OC Transpo regarding improving their accessibility (attached as Document 4).
LEGAL IMPLICATIONS
The AODA requires ongoing compliance which is monitored through the Accessibility Office and certified to the Province bi-annually through the City Clerk and Solicitor Office. Given that this report is offered for information, there are no further legal implications.
RISK MANAGEMENT IMPLICATIONS
There are risk implications associated with meeting the AODA legislative obligations. These risks are monitored and brought forward to appropriate staff as required.
ASSET MANAGEMENT IMPLICATIONS
The City of Ottawa already follows a best practice model for considering accessibility early in the planning and design phase of construction projects. For retrofit, alterations and additions to existing facilities owned, leased or operated by the City, the standards will be applied to the greatest extent possible and funded through the Comprehensive Asset Management program (ACS2012-PAI-INF-0007). 36
FINANCIAL IMPLICATIONS
The Province of Ontario does not provide any specific funding to implement the AODA and its regulations. As a result, additional incremental costs may be incurred to introduce accessible criteria and features when procuring goods, services and facilities. The Accessibility Design Standards have been designed to reflect a reasonable and responsible approach based on cost effective best practices and they will be applicable to new and redeveloped construction only. The City of Ottawa already follows a best practice model for considering accessibility early in the planning and design phase of construction projects. For retrofit, alterations and additions to existing facilities owned, leased or operated by the City, the standards will be applied to the greatest to the greatest extent possible and funded through the Comprehensive Asset Management program (Ref. No. ACS2012-PAI-INF-0007).
The respective departmental work program outlined in this report has been completed within existing budget allocations and any additional budget requirements will be identified for future budget consideration.
ACCESSIBILITY IMPACTS
All initiatives described in this report are designed and developed to decrease or eliminate barriers for people with disabilities and older adults.
ENVIRONMENTAL IMPLICATIONS
All initiatives described in this report are designed and developed with consideration for the environment.
TECHNOLOGY IMPLICATIONS
As described in the WCAG sections of this report, technology plays a significant role in providing the City with the ability to meet the AODA accessible websites and web content clauses. ITS and Service Ottawa is engaged in the WCAG Implementation Strategy.
TERM OF COUNCIL PRIORITIES
The contents of this report include City activities and initiatives that will positively impact Communities, client service, transportation and mobility as well as web governance issues. 37
SUPPORTING DOCUMENTATION
Document 1 - Second Legislative Review of the Accessibility for Ontarians with Disabilities Act, 2005 Document 2 - OMSSA Guide to Conducting Accessible Meetings Document 3 - Provincial Guide to Accessible Festivals and Outdoor Events Document 4 – Memo to the Accessibility Advisory Committee
DISPOSITION
The Corporate Accessibility Office coordinates efforts to meet AODA compliance requirements throughout the corporation. Specific initiatives, goals and programs outlined in the five-year plan have been assigned to operational departments and progress is monitored by Corporate Programs and Business Services.