united for change barrier removal plan - hills & dales · have furniture arranged that make...

United For Change Barrier Removal Plan

Promoting access and empowering people with disabilities

who are survivors of sexual abuse

Collaboration between Hills & Dales and Riverview Center

In

Dubuque County, Iowa


This project was supported by Grant No. 2010-FW-AX-K008 awarded by the Office on Violence Against Women, U.S. Department of Justice. The opinions, findings, conclusions, and recommendations expressed in this publication/program/exhibition are those of the author(s) and do not necessarily reflect the views of the Department of Justice, Office on

Violence Against Women.


Table of Contents I. Introduction ...........................................................................5

II. Vision & Mission .....................................................................7 III. Barrier Removal Plan

A. Audit Team/ Plan Creators ...................................................8 B. Purpose .............................................................................8 C. Definitions ..........................................................................9

IV. Barrier Removal Plan for Riverview Center

A. Safety ...............................................................................9 1. Strengths 2. Barriers

B. Accessibility .......................................................................11 1. Strengths 2. Barriers

C. Welcoming ........................................................................14 1. Strengths 2. Barriers

V. Barrier Removal Plan for Hills & Dales Residential Center

A. Safety ...............................................................................16 1. Strengths 2. Barriers

B. Accessibility ........................................................................17 1. Strengths 2. Barriers


VI. Barrier Removal Plan for Hills & Dales Community Center

A. Safety ................................................................................21 1. Strengths 2. Barriers


B. Accessibility .......................................................................22 1. Strengths 2. Barriers


VII. Conclusion ............................................................................26


I._Introduction

United for Change is the result of a commitment of two organizations, Hills & Dales and Riverview Center, to create systems change to improve services and supports for survivors with disabilities in Dubuque County. In 2010, our organizations came together to create sustainable, equitable, holistic change in our organizations and our community. This work is

funded by a grant from the US Department of Justice, Office on Violence Against Women.

Hills & Dales is the lead agency in this collaboration. The organization currently serves and supports individuals at an Intermediate Care Facility for People with Intellectual Disabilities (ICF/ID), in their

homes through Home and Community Based Services (HCBS), and at the Hills & Dales Community Center. Hills & Dales maintains a focus on serving people who have significant physical and intellectual disabilities and those with a higher degree of medical needs. By offering services that support the whole person and enhance community inclusion, Hills & Dales realizes its mission of building meaningful lives for individuals with disabilities.

Riverview Center is a nonprofit agency committed to providing compassionate, client-centered care for individuals affected by sexual assault in Northeast Iowa, and for individuals affected by sexual and domestic violence in Illinois. Services include: 24-hour crisis hotline, legal and medical advocacy, long and short-term

counseling and therapy, transition assistance, and violence prevention education programs. All services are free, confidential, and client-centered to re-empower survivors so they can heal from their experiences while maintaining confidentiality to ensure survivor safety and privacy.


The population of Dubuque County includes people with a wide variety of disabilities. We believe that sustainable systemic change must start with a targeted population and goals in order to expand to effectively address the needs of the larger community. Based on the expertise of our two organizations, our work at this stage is concentrated on people in Dubuque County over the age of 18 who are survivors of sexual abuse/violence and have an intellectual disability. For the purposes of brevity and readability, this target population will be referred to interchangeably in this document as “survivors with disabilities”.


II. Vision & Mission

Our Vision

United for Change will empower people with disabilities who are survivors of sexual abuse in their journey from crisis to healing. This collaboration between Hills & Dales and Riverview Center will advocate for a comprehensive service system that is person-centered and accessible.

Our Mission

United for Change will create a cohesive and holistic service system for people with intellectual disabilities who are survivors of sexual abuse in Dubuque County, Iowa. This will be accomplished through innovative agency collaboration which:

Utilizes multidisciplinary expertise with a person-centered approach

to service provision at Hills & Dales and Riverview Center

Enhances our policies as a way to better communicate and facilitate

service provision between partner agencies

Eliminates barriers to promote accessible, equitable and flexible

service provision

Cultivates agency cultures that are respectful, safe and empowering


III. The Barrier Removal Plan

A. Audit Team/Plan Creators United for Change Initiative is a community collaborative effort created to improve the response to survivors with disabilities who have experienced domestic and sexual violence and/or abuse. United for Change is made up with two community programs: Hills & Dales and Riverview Center. An ad-hoc committee was formed to develop the Accessibility Audit Tool. This team included staff from both agencies in the various disciplines of therapy, human resources, safety, management, and direct services. Survivors and individuals with disabilities participated in the audit teams. B. Purpose During the needs assessment United for Change heard from individuals and survivors with disabilities, staff and managers of the partner agencies and the community in general. Using the results of this needs assessment, United for Change developed a strategic plan, which included taking a close look at the accessibility, safety, and welcoming nature of each partner site(s). To do this, United for Change developed an Accessibility Audit Tool and used the results of that assessment to create a barrier removal. This plan will aid the partners in making their facilities, as well as their programs and services, more responsive to the needs of survivors with disabilities. C. Definitions

1. Safety: Freedom from harm, fear, or the risk of harm. It is a basic human right and individually defined.

2. Accessibility: The degree to which products, programs, services or places have the capacity to be used by all people and are free from attitudinal, cultural, communication and physical barriers. In general terms, accessible things are easy to approach, enter, operate, participate

in, and/or use safely and with dignity1. Creating accessibility in programming involves planning for alternatives and finding solutions to ensure that all people have equal opportunity to access services and programs from which they can benefit.

3. Welcoming: To greet, receive, or entertain (another or others) cordially or hospitably.

1 www.accessingsafety.org


IV. Barrier Removal Plan for Riverview Center A. Safety

1. Strengths

Clients expressed that most offices feel confidential and safe. The therapists’ offices have white noise machines so the sessions are confidential. The layout of the offices and what is in them try to create a safe space for the clients.

As the Center is located in a busy area and people are going in and out of the businesses, it generates a sense of safety in clients.

2. Barriers

Concern #1

Concern Recommendations

No feeling of safety and privacy while going through the hallway as the building is shared with other agencies.

Place a door in the hallway to separate the Riverview Center from the other businesses in the building to create a safer environment. Add names and staff photos to office doors so services are easily identifiable in the building.

Agency Response

The Riverview Center will explore installing a sign from the ceiling welcoming visitors to the Riverview Center; it would be located where the offices for the Center begin (item#1 in the Financial Request Addendum). Name plates will also be installed outside every office for clients to easily identify who is part of the Riverview Center (item#2 in the Financial Request Addendum). When looking for a new location, safety will be a consideration as to how clients access services inside the building.


Concern #2


Safety and privacy in the waiting room is a concern for clients.

Place someone at the front desk who can guide clients to a more private waiting room and direct non-clients directly to the office they need.

Agency Response

The Riverview Center will work with the Landlord and other tenants to continue exploring the possibility of having someone at the front desk, based on how the welcoming sign and name plates impact this concern. The required usage of nametags for staff at all times when in the building could be implemented into the Riverview Center policies. When looking for a new location, safety/privacy of the waiting room will be a consideration.

Concern #3


Emergency signs are lacking and the emergency exit path is obstructed.

Add signs indicating exit routes and doors. Revisit emergency exist paths and ensure they are accessible to all persons accessing services.

Agency Response

The Riverview Center will meet with the Landlord to discuss emergency exit paths and to add accessible signage. When looking for a new location, exit routes and signage will be a consideration.

Concern #4


The escape button on the website is not easy to find.

Assess the overall accessibility of the website and make necessary changes.

Agency Response

The Riverview Center will conduct an accessibility review of the entire website and make necessary changes.


Concern #5


Safety policy lacks detailed procedures

Revise policy to include detailed procedures which may include incorporating de-escalation skills, and safety steps for clients, visitors, and staff.

Agency Response

The Riverview Center will review the policies using existing protocols and update policy.

B. Accessibility

1. Strengths

The Riverview Center is located close to other businesses, making it a busy and active area where the bus service is available for clients to use.

Clients expressed that it is easy to get to the Center thanks to the surrounding business that work as landmarks.

The parking lot for the Center is capacious and accessible as it is flat and there are no obstacles to reach the Center.

Clients expressed the offices, the Conference Room, and the restroom is clean and spacious.

The Riverview Center facility is nearly fully ADA compliant; the only non-compliant is listed in concerns.

2. Barriers

Concern #1


Therapeutic Offices have furniture arranged that make wheelchairs access difficult.

Reorganize offices to ensure they are accessible for wheelchairs.

Agency Response

The Riverview Center will reorganize offices to ensure that all spaces are accessible. When looking for a new location, consideration of access and sufficient space will be given.


Concern #2


Door knobs cannot be opened with a closed fist.

Add door knob adaptors; until move to a new location is complete, staff will assist clients in opening doors.

Agency Response

The Riverview Center will replace the door knobs or add adaptors (item#3 in the Financial Request Addendum). In interim, staff will assist clients in opening doors. When looking for a new location, consideration will be given for door accessibility.

Concern #3


Lack of accessible technology to accommodate survivors with disabilities for individual therapy, group counseling, and educational programs.

Purchase accessible technology such as a large screen TV or projector, audio system, a subtitle generator program.

Agency Response

The Riverview Center will explore purchasing technology that accommodates survivors with disabilities better such as a projector or large screen TV, and an audio system (item#4 in the Financial Request Addendum). This will improve survivors’ access to services for individual therapy, group counseling, and educational programs.


Concern #4


Lack of signage for the offices and exits.

Add directional signage in the building, Label offices and exits.

Agency Response

The Riverview Center will discuss this concern with the Landlord and work together to improve directional signage that is accessible for survivors with disabilities. When looking for a new location, consideration will be given to the clarity of way-finding signs within the building.

Concern #5


Chairs are not accessible.

Purchase accessible chairs (to accommodate different sizes, easier to move, etc.) that can be utilized where needed in the agency.

Agency Response

The Riverview Center will follow these recommendations (item#5 in the Financial Request Addendum).

Concern #6


Lack of accessible adaptive material and tools for therapy and services.

Purchase accessible adaptive materials in order to facilitate service delivery for survivors with disabilities.

Agency Response

The Riverview Center and Hills & Dales will explore the implementation of service delivery kits containing items like an iPad with applications such as Proloquo, Proloquo2go, BILD- All About People, and other tools like books, adaptive art therapy supplies, and boards; to improve delivery of therapy services for survivors with disabilities accessing sexual assault/abuse services at either program (item#6 in the Financial Request Addendum).


Concern #7


ADA policy is out of date and missing critical information.

Update policy to include current language (ADAAA, essential job functions), outline procedures (including forms and process for requesting accommodation), and implementing appropriate staff training on updated policy.

Agency Response

The Riverview Center will review their ADA policy utilizing existing protocols and make the necessary changes.

C. Welcoming

1. Strengths

Clients of the Riverview Center expressed that the Waiting Room is comfortable and welcoming.

The art on the wall of the waiting room makes it inviting and cozy.

2. Barriers

Concern #1


It is hard to know where to go once in the building, there is no one to guide people.

Have someone at the reception desk to welcome people and escort to the proper office, also add signage to the offices and provide staff with nametags.

Agency Response

The Riverview Center will work with the Landlord to explore the possibility of having someone at the front desk, based on how the welcoming sign and name plates impact this concern. The required usage of nametags for staff at all times when in the building could be implemented into the Riverview Center policies. When looking for a new location, consideration will be given to the reception area and ease of finding.


Concern #2


Some offices are too cluttered, messy, and with too much furniture; hard to navigate.

Add a file/library room to relieve some of the clutter from the offices. Remove unnecessary objects from the offices.

Agency Response

The Riverview Center will revise the offices in order to remove the unnecessary objects and relieve some of the clutter.

Concern #3


Lack of artwork in some places.

Make spaces more welcoming through adding artwork to empty spaces.

Agency Response

The Riverview Center will add more inclusive artwork in order to be more inviting of different clients (item#7 in the Financial Request Addendum).


V. Barrier Removal Plan for Hills & Dales Residential Center

A. Safety

1. Strengths

Clients of Hills & Dales Residential Center expressed its location is private and quiet, which gives them a feeling of safety overall.

As the Residential Center is not located in a busy area there is less traffic, which makes it safer from cars for clients and visitors.

2. Barriers

Concern #1


Lighting in hallways is not always appropriate, sometimes it is too dark.

Purchase motion-sensor lights for hallways (turn lights on during the day; activate motion-sensor system at night). Or install a system which turns on certain lights as needed. Or educate staff on lighting system.

Agency Response

The Hills & Dales Residential Center has three different light switches in each of the identified hallways. The lighting system is directed per preference. Hills and Dales will educate staff on the lighting system and the location of the light switches.

Concern #2


Activity Room is too cluttered and does not feel safe.

Add more storage room to lessen the clutter.

Agency Response

The Hills & Dales Residential Center commits to rearranging the set-up of the Activity Room and work on lessening the clutter and optimizing space. Hills & Dales will discuss a 6-month assessment of the items in the room that can be removed, along with evaluating the storage space in the closets.


Concern #3


Large Conference Room gets noise from outside the wall; low confidentiality.

Purchase noise cancelling device.

Agency Response

The Hills & Dales Residential Center will purchase noise cancelling devices to increase confidentiality in the Large Conference Room (item#8 in the Financial Request Addendum). There are alternate locations that guarantee privacy, confidentiality, and safety in a less trafficked area. Hills and Dales will also complete an assessment to determine if further action is required to ensure confidentiality.

B. Accessibility

1. Strengths

Clients expressed the building is easily accessible as they were able to navigate through it without inconvenient obstacles as the building is fully ADA compliant.

Clients addressed the wide hall as strength as there was a good traffic pattern and it was not congested, making mobility a priority.

The Residential Center is located within a residential area that allows clients to feel comfortable at home.

The website for the agency has a reader, making it accessible for clients who are not able to read or have difficulties doing so.


2. Barriers

Concern #1


The parking lot is very busy, insufficient visitor spaces during high meeting times.

Designate additional parking spaces for visitors within the existing parking lot and/or inform staff of alternate parking options.

Agency Response

The Hills & Dales Residential Center will evaluate adding more visitor parking space in the parking lot; however, this will eliminate staff parking in this lot (item#9 – for signage/not installation – in the Financial Request Addendum). Hills and Dales has alternate parking options available for staff, this information will be conveyed to staff (alternate parking is identified as Shalom Center, off street parking, and the cemetery).

Concern #2


Large Conference Room has too much clutter in it and it is hard to navigate.

Add more storage room to lessen the clutter. Or review items in the conference room for appropriate placement/storage.

Agency Response

The Hills & Dales Residential Center will rearrange the set-up of the Conference Room and work on lessening the clutter and optimizing space. The room would be rearranged to meet the needs of the clients. Hills & Dales will discuss a 6-month assessment of the items in the room that can be removed.


Concern #3


Door in Small Conference Room is heavy and hard to open and close.

Evaluate door for user-friendly options.

Agency Response

The Hills & Dales Residential Center will evaluate this door, if needed, the hinges will be replaced. This door is required per fire code: 2 hour fire resistant door. Hills and Dales is mandated to comply with these regulations per fire code. Staff will assist clients with opening/closing the door.

C. Welcoming

1. Strengths

Clients in the Residential Center appreciate the quiet and peaceful neighborhood where the building is located.

There is a welcoming environment inside and outside of the building.

The landscaping is pretty and appealing which for many clients and visitors is inviting.

Clients see as strength the pictures of the staff hanging from the wall as it celebrates the team they are part of.

Inside, the building feels comfortable due to the pictures, good lighting, nice layout, and good use of space.


2. Barriers

Concern #1


Location of the building can be confusing.

Add directional signage to the area or create more detailed map with landmarks to include in brochures.

Agency Response

The Hills & Dales Residential Center is located in a residential area and city codes about signage restrict what can be done. Per city code, Hills & Dales is unable to add signage off-premises. Hills & Dales will create a detailed map with landmarks that can be available to clients, visitors and other stakeholders.

Concern #2


Small Conference Room does not have enough artwork.

Add artwork to make space feel more welcoming.

Agency Response

The Hills & Dales Residential Center will add inclusive artwork to the Small Conference (item#10 in the Financial Request Addendum).


VI. Barrier Removal Plan for Hills & Dales Community Center

A. Safety

1. Strengths

Clients expressed that the building is located in a secluded and safe neighborhood, making it feel very safe.

The workspace is divided for privacy and confidentiality, generating a feeling of safety for clients and visitors.

The building is well lit and easily accessible, which created a safe atmosphere for clients and visitors.

Clients expressed there is a good level of confidentiality.

2. Barriers

Concern #1


The building is very busy as many people utilize it.

Usage of corner mirrors to increase visibility so that a person can see around the corner if someone is coming.

Agency Response

The Hills & Dales Community Center layout is “U” shaped. It was identified that this is a barrier as a person is not able to see who is coming around the corner in advance of reaching the corner. This made the Accessibility Audit participants feel unsafe, which is an accessibility barrier. Hills & Dales will add corner mirrors, along with continuing to encourage visitors to sign in (item#11 in the Financial Request Addendum).

Concern #2


Building can be confusing.

Add accessible directional signage.

Agency Response

The Hills & Dales Community Center will continue encouraging visitors to check in, and explore adding directional signage inside the building.


Concern #3


Offices are crowded and cluttered; cubicles break up space.

Remove unnecessary objects from the offices in order to unclutter them.

Agency Response

The Hills & Dales Community Center offices have been rearranged due to growth and additional programs. With this, the offices have been reviewed and will continue to remove any unnecessary objects.

Concern #4


There is no privacy at the urinals in the men’s restroom.

Install dividers between urinals.

Agency Response

The Hills & Dales Community Center offers individual stalls in the men’s restroom, as well as single user restrooms, giving privacy options to users.

B. Accessibility

1. Strengths

Clients expressed that the location of the building is accessible as the city bus: The Jule, provides transportation to the building’s entrance.

There is a spacious parking lot with plenty of accessible parking spaces for visitors and clients.

The location of the building was identified as a strength as it is central and accessible.

The building is handicapped accessible allowing easy navigation for individuals in wheelchairs and walkers.

There are braille signs making everything more accessible and inclusive.


2. Barriers

Concern #1


The building can be hard to find. No clear signage where the main entrance is.

Signage outside the building to direct to reception, and signs labeling other entrances like: “Childcare Center only” with instructions on where visitors should enter.

Agency Response

The Hills & Dales Community Center will explore the recommendations suggested, along with creating a new plan for how people enter the building (signage).

Concern #2


Bathroom door is too heavy.

Evaluate door to be more user-friendly.

Agency Response

The Hills & Dales Community Center will evaluate the door and may explore the possibility of adding an automatic door activation control to the existing door, or a magnet hinge to assist with accessibility. Signage indicating how to seek assistance will be added.

Concern #3


It is challenging to find offices in the hallway.

Add signage to the hallway.

Agency Response

The Hills & Dales Community Center will encourage visitors to check in with the receptionist where they can receive further directions and will evaluate adding more directional signage inside the building.


C. Welcoming

1. Strengths

Clients identify a very welcoming atmosphere as there is a personable and positive environment; there is an attentive receptionist, and attentive and proactive workers.

Clients see as strengths that the facilities are clean, safe, welcoming, and cheerful.

Some of the aspects that clients very welcoming and created a comfortable space are the calm colors in the hallway, the bright lighting, and the Thank You Stars on the wall.

2. Barriers

Concern #1


Lack of signage indicating where to go.

Add a sign on the street, outside to direct to reception. Add signs inside the building.

Agency Response

Hills & Dales Community Center encourages visitors to check in with the receptionist where they can receive further directions. Hills & Dales Community Center will add more directional signage within the building.

Concern #2


No natural lighting in Conference Room.

Increase lighting in the room by adding lamps, or educate on the current lighting system.

Agency Response

The Hills & Dales Community Center Conference Room currently has adjustable lighting. Hills & Dales will inform staff, clients, and visitors of this system to assure lighting meets every user’s needs. Hills & Dales will explore posting accessible instructional signage on the lighting system within the Conference Room.


VII. Conclusion

The Riverview Center, Hills & Dales Residential Center and Community Center have taken into account the concerns clients from both agencies expressed in the audits, and have worked on suggestions for solutions to these concerns to ensure the Centers have accessibility, clients and staff have a sense of safety, and each building is welcoming for current and future clients, along with staff.

The Hills & Dales Community Center and Residential Center are fully ADA compliant and The Riverview Center is nearly compliant in all aspects, therefore the majority of the suggestions are easily attainable and they have little to no cost. Some of the suggestions might not be covered by the grant as they may involve structural changes or additional expenses. To reach these solutions the agencies will need to look into other grant or funding sources.

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