Accessible College Services

An eLearning Professional Development Resource

A Presentation for Colleges

DeerhurstMay 12/13, 2009

Presented by: Karen Coffey, Project Manager

Brian Bell, The Wired Schoolhouse

Agenda• Introduction

•Overview of AODA

•Highlights of the Customer Service Standard

• The Enabling Change Partnership Project

• Background to ASC

•Development

• Implementation

•Resources and Q&A

At the end of this session you will be able to answer the following questions:

1. What is this new resource?

2. Why was it developed?

3. How was it funded?

4. Who had input in the development?

5. How was this tool designed?

6. What are some of the features of this resource?

7. Who can access this resource?

8. How do I access this resource?

9. How much it will cost your institution?

An Overview to the AODA, 2005It starts with the ODA, 2001

AODA and ODA: the relationship to each other

Ontarians with Disabilities Act, 2001 is about planning

Accessibility for Ontarians with Disabilities Act, 2005 is about accessibility standards

AODA, 2005•Standards completed or being

completed in key areas of daily living

•Customer Service

•Built Environment

•Employment

• Information & Communication

•Transportation

Accessible Customer Service

* (SDC) established in 2006* Ontario Regulation 429/07 came into force January 1, 2008* Applies to all organizations and businesses in Ontario with at least one employee

Accessible Transportation

* SDC established in 2006* Public review completed in September 2007* Final proposed standards posted on MCSS website with supporting documents

Current Status of AODA

Accessible Information & Communication

* Expected to remove barriers in access to information and communication* SDC established in April 2007* Public review completed in February 2009

Employment Accessibility

* Proposed standards expected to remove barriers in employment practices* SDC established in 2007, standards are underway* Public review to be completed May 22, 2009

Accessible Built Environment

* Proposed standards to address access into and within building and outdoor spaces* SDC established in October 2007* Public review expected in 2009

Customer Service Regulation Highlights

Requirements include:

* Establishing policies, practices and procedures on providing goods and service to people with disabilities

* Establish policies on assistive devices, service animals, support persons, admission fees and service disruptions

* Ensure policies, practices and procedures are consistent with the key principles of independence, dignity, integration and equality of opportunity

* Communicate with a person with a disability in a manner that takes into account the nature of the disability

* Set up a process to receive and respond to feedback

* Ensure certain staff receive training on how to serve people with disabilities, including staff involved in developing customer service policies, practices, and procedures and people who deal with the public or other third parties on behalf of the provider

What funding is available to assist organizations to comply with these new

standards?

The Enabling Change

Partnership Program

The Enabling Change Partnership Project

Provides funding for strategic partnership projects that will make a significant impact on improving accessibility for people with

disabilities and promote compliance with the AODA and accessibility standards

Accessible Services for Colleges

An on line training resource designed to help Ontario’s 24 Colleges of Applied Arts and

Technology Comply with the Customer Service Standards by January 1, 2010

Who had input into this project?

Project Structure

•Steering Committee Membership

•Accessibility Directorate

•Colleges Ontario

•Algonquin College

•George Brown College

• Advisory Committee Membership

•HRCC

• SASCC

•CCDI

•HLLR

•CPALO

• Faculty/French representation

•Disability expert

•Northern representation

How was this tool designed?

What are some of the features of this

resource?

Who can access this resource?

How do I access this resource?

How much it will cost your institution?

DevelopmentHow was this tool designed? Instructional

Design Plan• TWS retained to create eLearning module: requires raising awareness of disabilities among staff and providing them with the appropriate means of serving the disabled.

• Needed to evaluate different learner groups and learning styles (learner profiles)

• Are four instructional architectures; guided discovery is best suited for this project - provides resources and experiences that promote learners’ construction of new knowledge and skills

• Learning Objectives: measurable behaviours. Are Terminal and Enabling Objectives:

• Terminal Objective

• Serve customers with disabilities to an acceptable standard of performance

• Enabling Objectives

• Demonstrate awareness of a variety of disabilities

• Identify the service techniques appropriate to specific disabilities

• Identify resources related to service for customers with disabilities

Content Matrix

Typical Storyboard Page

What are some of the features of this resource?

• available in both Flash and HTML (maximum interactivity /

maximum accessibility)

• available in French and English

• three separate modules; one for each user group

• available 24/7

• full verbatim audio, photographs, video, scenarios, glossary,

roll-overs, cc

• SCORM 2004 compliant / W3C compliant

Who can access this resource?How do I access this resource?

How much will it cost your institution?

• access controlled by individual colleges

• are fundamentally three ways to access the course

via a web site executable file (identical to MCSS implementation)

via a college Learning Management System

via a third party LMS

• Cost depends upon implementation

dirt cheap (posting a file on a web site)

internal labour, management and overhead

external vendor

How do I manage the training data?

• key issue - What are you going to do with the

data?

• you might choose not to

• can export data from LMS (either internal or

external)

Brian@thewiredschoolhouse.com

Implementation

•Colleges that wish to use this resource must decide how they wish to implement it

•It can be used as stand alone PD or incorporated into a workshop setting

•Colleges will have full access to all the files that make up this resource

•Project will be available at the end of May

•Colleges can plan the implementation over the summer

•Provide training in the fall which will allow time to meet the compliance deadline of January 1, 2010.

Resources

RESOURCES IN SUPPORT OF THE ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE

 Accessibility Standards for Customer Service: Summary of RequirementsHighlights in clear language what organizations need to know about the standard to comply.http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/customer_summary.htm Guide to the Accessibility Standards for Customer ServiceExplains the formal meaning of the regulation and provides some examples to help describe its interpretation.http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/compliance_guidelines.htm Compliance Manual: Accessibility Standards for Customer ServiceA "how" to manual that offers compliance assistance information to obligated organizations.http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/Compliance_Manual.htm   

Training Resource: Accessibility Standards for Customer ServiceA resource to assist organizations meet the training requirements of the customer service standard.http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/comp_training.htm Serve-Ability: Transforming Ontario's Customer ServiceAn e-learning course to help you better serve customers with different disabilities and help organizations meet the legal obligations under the customer service standard. http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/comp_training.htm Questions and Answers about the Accessibility Standards for Customer Servicehttp://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/comp_custquestions.htm Direct link to the Accessibility Standards for Customer Service, Ontario Regulation 429/07Go to www.e.laws.gov.on.ca, click on "Current Consolidated Law" and do a keyword search for "429/07"