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Tag Archive for: Accessibility

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A Practical Guide to Barrier Free Design

There is a greater awareness in society that our buildings and spaces must be more accessible to all.  In Ontario, the Accessibility for Ontarians with Disabilities Act (AODA) is ensuring that all businesses are accessible by 2025 in many ways, including design of public spaces.

Today we focus on the physical environment.  This is where barrier free design comes into focus.  What is barrier free design? It involves designing spaces, both public and private, to allow access for the greatest majority of people.

Some common barriers include:

  •  Curbs
  •  Uneven sidewalks
  •  Stairs
  •  Heavy doors
  •  Absence of handrails

In the following video from our OT-V series we discuss these obstacles and how occupational therapists promote accessibility, and assist individuals and businesses with creating a barrier free environment.

 

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Accessible Transportation

As the Uber debate rages on, it’s time to stop and think about a sometimes unaddressed transportation issue:  accessibility.  Ensuring that there’s equitable and accessible on-demand public transportation, via taxi and driver services, in every Ontario city is a vital need.  Learn more in the following from Spinal Cord Injury Ontario.

Spinal Cord Injury Ontario:  Fair and Equitable Transportation Vehicle-for Hire Services in Every City of Ontario

 

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The Business of AODA

Julie Entwistle, MBA, BHSc (OT), BSc (Health / Gerontology)

As an occupational therapist, business owner, and MBA, I can’t help but to reflect on the colossal legislation that is the Accessibility for Ontarians with Disabilities Act, or AODA.  If you are not familiar, the AODA is Ontario’s way of making the province accessible by 2025 by addressing the following key areas so that people with disabilities can more fully participate in their communities:  customer service, employment, information and communication, transportation, and design of public spaces.

Here are some real examples of poor service that demonstrate why such a legislation is needed:

  • A few months back I was taking an ailing relative to an appointment at a lawyer’s office.  We arrived and the building was poorly marked.  We tried a couple of entrances and walked around the building a few times.  We finally found the entrance and were met with three flights of long and windy stairs.  We climbed these slowly and when greeted by the lawyer he said “you should have told me stairs were a problem and I could have met you at home”.  My response was “how could we have known that your office was on the third floor of a commercial building that lacked and elevator, and if a home visit was an option, this was never explained to us”.  NOT AODA compliant.
  • The other day I was at the bank waiting for an appointment.  A patron with a cane ventured in and promptly tripped on the scatter rug that was not lying flat on the floor.  Two staff quickly ran to her side and started reefing on her shoulders to get her back into standing.  The teller told me that people trip on those mats “all the time”.  NOT AODA compliant.
  • Or, the story of a client of mine who uses a wheelchair and ventures into a large department store where a “greeter” puts a sticker on him that says “I am special”.  NOT AODA compliant.

Would you, or the people of your organization, make these mistakes?  Do you even know what the mistakes are?  Does your organization know how to manage these situations better, with tact, and preventatively?

My business hat tells me that business owners will respond to the AODA in one of three ways: “it won’t happen to me”, “tick the box” or “this is important”.

It Won’t Happen to Me

These are the group of owners that will ignore the legislation and not fear the result.  They won’t care about the impression they leave on people that may try to access their services but can’t.  Or the people that may try to get into their building and can’t.  Or the people that will try to use their website and can’t.  They won’t concern themselves with the comments lost consumers may spread about how they felt or how unfortunate it was to encounter such correctable barriers.   These owners feel confident in the fact that not being able to meet the needs of a disabled customer will not impact their reputation or bottom line.  They sleep well and don’t concern themselves morally or ethically with the possible ill experience of one lost consumer who really just wanted to have equal access.

Tick the Box

These owners will review the legislation and will make sure they do the bare minimum.  They will send someone from HR, or one employee, to a one hour seminar on how to provide service to people with disabilities and that person will return and teach the rest of the team.  They will “tick the box” that they did some AODA customer service training and will hope that this is enough.  These owners do care about potential customers with disabilities and recognize that while 15% of people in Ontario have a disability, even more are caregivers, parents of a disabled child, or that the demographic shift with the aging population will make AODA even more important.  While they care, they don’t care enough to actually ensure they get it right.  They feel the bare minimum will be better than nothing, and will hope that their staff at the least don’t upset or hurt someone that may try to access their building, or their services.

This is Important

This is the group of concerned owners that want to hit the nail on the head.  They don’t believe in doing the bare minimum because they are interested in providing amazing service to all customers.  These owners are forward thinkers that recognize the growing number of disabled consumers, and see how the ripple effect from one person’s great experience can transfer to a story told to many.  These owners want to have caring and compassionate staff that are comfortable helping a visually impaired client sign forms, or a client with a hearing impairment to get information over the phone.  They embrace everyone that enters their building and know how to offer great service without saying the wrong thing or without the fear of coming across as condescending or ignorant.

I guess what box you fit into will ultimately depend on your:

1. Risk tolerance – can you tolerate a bad reputation, poor social media reviews or comments, or the threat of being sued over failure to comply?

2.  Values – do you care about people with disabilities and the experience they get from your organization?  Do you value being seen as caring, compassionate, and accommodating?

3.  Resources – do you have the time, interest or resources to invest in thorough and proactive solutions?  Will you take the time to explore the options and to provide your team with the most practical and useful training?

4.  Goals – is one of your goals to provide exceptional service to all?  Do you see a customer as a customer, all having equal value and an equal opportunity to not only benefit from your service, but to also benefit your bottom line?  If your goal is business success then the AODA is nothing to ignore.

Let me demystify how my examples earlier could have been handled better:

  • When we called the lawyer to book our appointment, his receptionist could have simply indicated “please be aware that we have three flights of stairs to our office and the building is not equipped with an elevator.  If that may pose a challenge for you or your relative, please be aware that we can also meet you at home”.
  • When the lady fell at the bank, the staff could have asked “do you need us to call 911 for help, are you okay to try and stand, or how can we help you”?  Then, before lifting her by the arms they should have asked “how can we best help you back into standing, will holding your arms to help you rise be okay for you”?
  • The “greeter” at the department store could have simply greeted my client in the wheelchair to say “I hope our store is easy for you to manage and that you can access all the things you are looking for.  If you need any assistance, or would like to consider using one of our scooters, I am here to help”.

What kind of owner are you?

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Think Before You Speak

Have you ever been in that uncomfortable place of wondering what to say to someone with a disability?  That cognitive and emotional process of wanting to offer support, but not wanting to offend?  Or worrying about offending by offering support?  Or worrying about offending by not offering support?  It can be a conundrum.  Check out the following from SCI Ontario that discusses disability word choices.  And take a look at our previous post:  “Mind Your Mouth—The Language of Disability” for even more tips.

SCI Ontario:  The Quick and Dirty on Disability Word Choices

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The Handicapped Parking Police

Julie Entwistle, MBA, BHSc (OT), BSc (Health / Gerontology)

One of my former clients was a teenager when he broke his neck falling out of a truck.  As a result, he was required to use a wheelchair for all mobility.  One day I arrived and he was wearing a t-shirt that said “I am in it for the parking”.

We are all aware of handicap parking spots.  These wider spots are conveniently located at the front of a parking lot, near an entrance to the building, close to a sidewalk with a curb cut, and are typically marked with bright yellow and blue paint or a sign reminding you the spot has special use.

In the news this week I read two very different stories about these parking spaces:

The first  was about a woman who parked in a handicap spot to enter Tim Horton’s.  When she returned to her vehicle she was confronted by a man about her choice of parking spot.  In the altercation she threw her coffee at him.  He recorded the interaction and posted the video online and it went viral – over a million views in a few days.   See the full story here.

The second describes the challenges a young woman frequently faces when using her handicap permit.  Recently she returned to her vehicle to find a note saying “stupidity is not a disability” and has had other similar messages left on her car in the past.  Yet in her case she has a condition that justifies her use of the pass, but the condition is not one that other people can see and thus understand.   See the full story here.

As an occupational therapist that is frequently requested to complete Accessible Parking Permit Applications, let me explain how this works.  To receive a permit, you must complete a Service Ontario application and this needs to be signed by a physician, occupational therapist, nurse, physiotherapist, chiropractor or chiropodist.  The form outlines the types of disabilities that qualify including those that cause mobility, breathing or cardiac impairments, or poor vision.  As some people with significant ailments like these can’t drive, they can still get a permit to be used as a “passenger”.  The professional signing the form is asked to indicate if the condition is “permanent”, “subject to change” or “temporary”.  This allows professionals to indicate that someone with a leg fracture, for example, may only need the pass for three months, or that is it “subject to change” if they have a condition that is likely to improve.  If you are curious about this form, and how it works, you can access it here.

So what happens when you don’t have a permit and you park in a handicap spot?  First of all, in the absence of an urgent situation, you are a jerk.  If caught, the fine is steep at $450.00.  In one article, The Toronto Star reported that the City had issued over 5,000 tickets since 2005 for one particular handicapped spot, totalling $1.9M.  Second, you may be subject to comments, ridicule or confrontation by others who judge you harshly for what most would consider an ignorant decision.  Third, you have just made life a little bit harder for someone that could use a break.  These spots are designed to reduce the physical risk of prolonged walking for people that might not be able to walk far, that might struggle to manage a wheelchair or walker over uneven terrain or a curb, or for those that are at risk of injury or falls when walking outdoors.  For people that struggle to leave the house and have difficulty managing in the community, being able to park close to a store may mean the difference between going out or not.  Your ignorance may reduce their confidence to venture out again.  Shame on you.

And what about the opposite?  What happens when you judge and ridicule someone that has a permit when you, apparently an expert in disability, feels that this is not required?  You are still being a jerk.  Not only are you making someone who already struggles to feel worse about their condition, but you are also passing judgement on the process that is in place to qualify people, including the professional that decided they met the criteria in the first place.  While I can appreciate that some people may feel they are being helpful to “police” these spots, it is important to trust the process and to respect that people may have these permits for reasons that are unseen.  Instead of taking your time to write a degrading note, perhaps consider two other options:

1.      Say nothing, do nothing, and don’t react emotionally.  The situation is none of your business.  If they stole their grandmother’s parking permit to try and skirt the drive-thru, well Karma is a bitch.

2.      Have compassion.  If someone went through the process of getting a pass, then they need it and have struggles that you don’t understand.

Have I ever turned down an application for a parking pass?  Yes, because someone didn’t qualify.  I trust my colleagues also do the same.  And no, my experience is that people with mobility, vision, breathing or heart problems are not “in it for the parking”.

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Accessibility — There’s an App For That!

Check out the great new app, Access Now, created by Maayan Ziv, a young photographer and entrepreneur from Toronto who lives with muscular dystrophy.  Maayan created Access Now to help others learn about access to places across the world.  Anyone can use the app to search and learn about the accessibility offered at public spaces and to post and share information about the accessibility of places you have visited.  Check it out now!

Access Now

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Changes to Ontario’s Accessible Parking Permits

Someone with an illness, injury or disability often will require an accessible parking permit allowing them to park in the marked, accessible spaces closest to the building they are wanting to access.  Unfortunately, these spaces are often misused by those who do not need them which inhibits access for those who require them.  Some new changes to accessible parking permits in Ontario will help to reduce misuse and make parking more accessible for those who really need it.  Take a look at the following from the Ontario Government explaining the important changes which have come into effect.

Ministry of Government and Consumer Relations:  Ontario Introduces New Accessible Parking Permits

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AODA: Making Ontario Accessible. How Can an OT Help?

Julie Entwistle, MBA, BHSc (OT), BSc (Health / Gerontology)

As an occupational therapist, business owner, and MBA, I can’t help but to reflect on the colossal legislation that is the Accessibility for Ontarians with Disabilities Act, or AODA.  If you are not familiar, this is Ontario’s way of making the province accessible by addressing the following key areas so that people with disabilities can more fully participate in their communities:  customer service, employment, information and communication, transportation, and design of public spaces.  This a catch-all legislation aimed to create a culture of acceptance for people of all abilities.

So where does occupational therapy fit into this and why is this legislation important?

Occupational therapists help people with disabilities to function more safely and independently in any environment in which they need to manage.  That includes at home, work or school, for leisure pursuits, and in the community, and often involves helping people to obtain devices, products or services.  Based on my own experiences, I thought I would share my thoughts on the importance of this legislation by sharing real examples of situations where a company or employee got it wrong when trying to provide service to a consumer with a disability:

Example 1:  A few months back I was taking an ailing relative to an appointment at a lawyer’s office.  We arrived and the building was poorly marked.  We tried a couple of entrances and walked around the building a few times.  We finally found the entrance and were met with three flights of long and windy stairs.  We climbed these slowly and when greeted by the lawyer he said “you should have told me stairs were a problem and I could have met you at home”.

Example 2: The other day I was at the bank waiting for an appointment.  A patron with a cane ventured in and tripped on the scatter rug that was not lying flat on the floor.  Two staff quickly ran to her side and started pulling her up by her shoulders to get her back into standing.  The teller told me that people trip on those mats “all the time”.

Example 3: Also recently, I ventured into the community to help a client purchase an appropriate bed.  The salesperson at the store told my client (who uses a wheelchair) that he “knows about people like him”.  When my client transferred onto one of the beds in the showroom, the salesperson tried to physically assist him, and continued to try and assist even after my client told the salesperson he did not need help.  Then, after the transfer the salesperson (standing behind my client) pulled the transfer board out from under him suddenly causing my client to lose his balance.

Example 4: Or, the story of a client of mine who uses a wheelchair and ventures into a large department store where an employee at the front of the store puts a sticker on him that says “I am special”.

These scenario’s highlight why the AODA legislation is necessary.  Everyday people with disabilities are poorly serviced, spoken down to, underestimated, or encounter barriers when trying to access a product or service.  With an estimated 15% of Canadians having a disability, and the number growing rapidly with the aging population, this equates to millions of consumers that are not able to access products and services, or who are being poorly treated or physically or emotional jeopardized when they do.  Or, expanding this further, these poorly serviced consumers often shop with an attendant, family or friends, doubling the number of people witnessing this problem.

Can you see the problems in these examples?  Would you handle these situations differently?  Has your employer provided you with the education and training to know how to provide proper service to people with physical, mental or emotional impairments, visual or hearing disorders, or how to optimally service someone who may be unable to speak or write, or who shops with a support person or service dog?  Can people with physical disabilities access your building, use the washroom?  If not, your employer is already missing the mark on the AODA legislation.

While many business owners may feel that the AODA legislation is unimportant or does not need sufficient attention, I would argue that this is not something to ignore.  Not properly training staff on the ways to service all people well runs the risk of impacting a business’s reputation, sales, and overall profitability.  Imagine, for example, that I disclosed the names of the businesses above?  What would you think of those establishments?  Or, perhaps worse, if my clients went online following and shared their experiences with others on social media?  Complained to a manager?  Or got hurt and decided to sue?  Or, looking more positively, we can turn this on its head and talk about how companies would be perceived, talked about, and celebrated for getting it right.  People share great stories too and many people with disabilities have a network and community of others that they liaise with for support.

Occupational therapists have the skills, training and experience to show others how to properly service people with disabilities, from barrier-free environments to effective communication and respectful and caring interactions.  Much like you hire a plumber to fix a tap, a mechanic to fix your car, or a lawyer to draft your will, hire an occupational therapist to help you and your business become AODA compliant.

Visit our AODA Training and Education page to learn more on the services we offer.

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Accessible Clothing Can Be Fashionable Too!

Julie Entwistle, MBA, BHSc (OT), BSc (Health / Gerontology)
Co-Written with Jacquelyn Bonneville, Occupational Therapist

As occupational therapists, we often see clients experience issues with dressing after an injury or as a result of a disability.  How do you dress when you have one arm?  Or, how can you don pants, socks and shoes when you have not feeling or movement in your lower body?  What about managing zippers and buttons with reduced fine motor control?  Spasms, reduced range of motion, the inability to stand for dressing, or body changes that make clothing options limited?  There are many reasons why dressing can become a problem.

As a society use fashion for several reasons – to manage the weather, for privacy from sensitive parts, and as an expression of ourselves.  Clothing and clothing choices are important.

Business-wear and athletic wear are two areas of fashion that are generally limiting for persons with dressing challenges.  For this blog we wanted to introduce some simple, but still fashionable and functional, adaptations that can help manage the task of dressing if this has become difficult!

Lock Laces or Elastic Shoe Laces

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Elastic and lock shoelaces are permanently tied, and allow for stretch of the shoe when putting it on or taking it off. This makes it a functional, inexpensive solution for anyone who doesn’t want to worry about their laces coming undone (especially athletes!), or for people who struggle with tying their shoelaces tight enough, or with the intricacies of actually tying the laces.  Note that often these are great in combination with a long handled shoehorn.

Nike Flyease LeBron Sneakers

Nike LeBron Flyease Sneakers (http://store.nike.com/us/en_us/pd/zoom-lebron-soldier-9-flyease-basketball-shoe/pid-10327129/pgid-10327127)

Nike recently announced their release of slip-on ‘wrap-around-fasten’ shoes that are fashionable, basketball style high-top sneakers (designed with basketball superstar LeBron James). Though designed for young adults with Cerebral Palsy initially, this shoe is suitable for anyone who wants some stylish sneakers, without the hassle of laces. See the press release for more information and a video explaining the story behind these sneakers.

Under Armour Magzip

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Zippers are often an integral part of our Canadian Fall and Winter attire to help secure our clothing to keep us warm. Zippers can actually be very challenging to co-ordinate for many reasons, and Under Armour tackled “fixing the zipper” in 2014 with their Magzip technology in a variety of unisex athletic-wear styles. The bottom part of the zipper is magnetic, meaning that it is far easier to ‘thread’ and pull up than a standard zipper, without sacrificing athletic hoodie style. See the press release for more information and a video explaining the technology.

One-handed Snap-Belts

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Standard business attire (or even picture day at elementary school) often calls for a nice belt, and there are many options available online for snap-belts that do not require the threading of a traditional belt such as the RD Adaptive Apparel Snap-Belt pictured here.

Rollin Wear Jeans

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Jeans are a staple of many wardrobes, but they certainly shift and move when people are sitting or standing. For people who spend a lot of time sitting, including office workers and people who use wheelchairs, jeans can be extremely uncomfortable; jeans regularly have rivets on the back pocket which can cause discomfort while seated, they have the same rise around the waist so when you sit they are either too low or bunch up, and the front button can dig into your waist when you sit down.

Rollinwear has designed a line of jeans designed for wheelchair users that offer an easier ring to work the zipper, a clasp instead of a front button, and are overall designed with the different body position of a person while sitting instead of standing. Be sure to look online for other companies offering similar adaptive jean designs!

Part of the role of Occupational Therapy is to have insight and knowledge about products that will help an individual function independently, without sacrificing style, priorities, or efficiency. For more information about customized products that may work for your individual needs, speak with an Occupational Therapist!

As a last inspiring thought, check out this link to the story of a beautiful athletic-wear teen model with Down Syndrome who is changing perceptions of disability, while being stylish at the same time.

 

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Accessible Is Fashionable

Heidi McKenzie, a young woman who was paralyzed from the chest down after an accident, was determined to find a new “normal.” Heidi’s determination led to many accomplishments in her life.  But it was her desire to find fashionable clothing that would adapt to her needs that led to her most meaningful accomplishment, with the creation of her own accessible fashion line.   Check out the following article from The Huffington Post to see Heidi’s story.

The Huffington Post:  Woman Paralyzed In Car Accident Creates Jeans For People In Wheelchairs