Camping In Ontario Update Newsletter June 2019 September 2013 | страница 4

CAMPING IN ONTARIO UPDATE | 4

Accessibility Standards for Campground Customer Service
Training and Sample Policy to
Get You in Compliance
The purpose of this article is to assist you with getting in
compliance. You may use the material below to provide
training and then take the sample policy and customize for
your campground. Then, all you need to do is file that you
are in compliance!
There are many types and degrees of disability. Openly
communicating and responding to our customer’s need is
the key to excellent customer service for all. If you’re not
sure about the best approach, just ask a person with a disability how you can best communicate with them.

Purpose
To ensure support for and compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). http://www.e-laws.gov.
on.ca/html/statutes/english/elaws_statutes_05a11_e.htm

Physical Disabilities
Only some people with physical disabilities use a wheelchair, someone with a spinal cord injury may use crutches while someone else
with severe arthritis or a heart condition may have difficulty walking longer distances. If you need to have a lengthy conversation with
someone who uses a wheelchair or scooter, consider sitting so you
can make eye contact at the same level. Don’t touch items or equipment, such as canes, walkers or wheelchairs, without permission.
If you have permission to move a person’s wheelchair, don’t leave
them in an awkward, dangerous or undignified position, such as facing a wall or in the path of opening doors. If someone with an assistive device arrives at the camp make sure they are not jostled and
are given easiest access to all of your services i.e. arrival at the office
driveway, etc.

Vision Loss
Vision loss can restrict someone’s ability to read, locate landmarks or
see hazards. Some customers may use a guide dog or a white cane,
while others may not. When you know someone has vision loss,
don’t assume the individual can’t see you. Many people who have
low vision still have some sight. Identify yourself when you approach
and speak directly to the customer. Ask if they would like you to read
any printed material out loud to them. When providing directions or

instructions, be precise and descriptive, and offer your elbow to guide
them if needed.

Hearing Loss
People who have hearing loss may be deaf, deafened or hard of hearing. They may also be oral deaf — unable to hear, but prefer to talk
instead of using sign language. These terms are used to describe different levels of hearing and/or the way a person’s hearing was diminished or lost. Once a customer has identified themselves as having
hearing loss, make sure you are in a well-lit area where they can see
your face and read your lips. As needed, attract the customer’s attention before speaking. Try a gentle touch on the shoulder or wave of
your hand. If your customer uses a hearing aid, reduce background
noise or move to a quieter area. If necessary, ask if another method of
communicating would be easier, for example, using a pen and paper.

Deaf Blind
A person who is deaf blind may have some degree of both hearing
and vision loss. Many people who are deaf blind will be accompanied by an intervener, a professional support person who helps with
communication. A person who is deaf blind is likely to explain to you
how to communicate with them, perhaps with an assistance card or a
note. Speak directly to your customer, not to the intervener.

Speech or Language Impairments
Cerebral palsy, hearing loss or other conditions may make it difficult
for a person to pronounce words or may cause slurring. Some people
who have severe difficulties may use a communication board or other
assistive devices. Don’t assume that a person with a speech impairment also has another disability. Whenever possible, ask questions
that can be answered with “yes” or “no” Be patient. Don’t interrupt
.
or finish your customer’s sentences.

Learning Disabilities
The term “learning disabilities” refers to a variety of disorders. One
example is dyslexia, which affects how a person takes in or retains information. The disability may become apparent when a person has
difficulty reading material or understanding the information you are
providing. Be patient. People with some learning disabilities may take
a little longer to process information, to understand and to respond.
Try to provide information in a way that takes into account the customer’s disability. For example, some people with learning disabilities
find written words too difficult to understand, while others may have
problems with numbers and math.

Intellectual Developmental Disabilities
Developmental or intellectual disabilities, such as Down Syndrome,
can limit a person’s ability to learn, communicate, do everyday