Report to/Rapport au:
Comité des finances et du développement économique
and Council / et au Conseil
29 March 2011/ le 29 mars 2011
Submitted by/Soumis par:
Accessibility Advisory Committee and Steve Kanellakos, Deputy City Manager, City Operations/ Comité consultatif sur l'accessibilité et Steve Kanellakos, directeur municipal adjoint, Opérations municipales
Contact Person/Personne-ressource : Donna Gray, Director/directrice
Organizational Development and Performance/
Services du développement et du rendement organisationnels
613‑580‑2424, ext./poste 25684
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City Wide/à l'échelle de la Ville |
Ref N°: ACS 2011-COS-ODP-0004 |
SUBJECT: |
City of Ottawa Municipal Accessibility Plan 2010 Report and 2011 Plan
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OBJET: |
Rapport sur le Plan d’accessibilité municipal de la Ville d’Ottawa 2010 et Plan 2011 |
REPORT RECOMMENDATION
That Finance and Economic Development Committee and Council receive this City of Ottawa Municipal Accessibility Plan (COMAP) report.
RECOMMANDATION DU RAPPORT
Que le Comité des finances et du développement économique et le Conseil reçoivent le présent rapport sur le Plan d’accessibilité municipal pour la Ville D’Ottawa (PAMVO).
EXECUTIVE SUMMARY
The 2011 City of Ottawa Municipal Accessibility Plan (COMAP) is the City’s 9th annual accessibility plan. The plan is a requirement under the Ontario Disabilities Act 2001(ODA), and demonstrates the City’s commitment to making accessibility a part of everyday business. Under this legislation, public sector organizations are legally required to:
This report presents COMAP initiatives undertaken in 2010 and planned initiatives for 2011, and provides a brief update on the implementation of the AODA.
This COMAP report was prepared with considerable input and guidance from the members of the Accessibility Advisory Committee. The Accessibility Advisory Committee (AAC) plays a significant role in supporting staff in both building COMAP and in implementing the AODA.
In 2010, the focus of COMAP and the City’s Accessibility Office staff has been to align the City’s Accessibility Plan with the Accessibility for Ontarians with Disabilities Act (AODA) requirements. In 2011, the City will be developing and finalizing its AODA implementation plan in anticipation of the enactment of the remaining standards. It will include a detailed multi-year plan, timelines, budget implications and responsibility areas. Additional COMAP initiatives in all areas of accessibility including, policy development, retrofit of facilities and transportation initiatives will also continue in 2011.
BACKGROUND
The 2011 City of Ottawa Municipal Accessibility Plan (COMAP) is the City’s 9th annual accessibility plan. The plan is a requirement under the Ontario Disabilities Act 2001(ODA). Aside from the legislative requirement the accessibility plan demonstrates the City’s commitment to making accessibility a part of everyday business. Since 2003, the annual accessibility plans have assisted the City in advancing and strengthening its commitment to the full inclusion of citizens with disabilities in the city of Ottawa. Barriers have been removed in many areas including: the physical environment of City owned buildings and play structures; transportation services; and the evaluation and development of City policies and procedures to promote inclusion. COMAP serves to showcase the achievements and plans the City has for improving accessibility to City programs and services for all Ottawa residents. In 2005, the Province enacted the Accessibility for Ontarians with Disabilities Act (AODA) however the Ontarians with Disabilities Act, 2001 remains in force until it is repealed.
Under the AODA, private, public and non-profit organizations are required to identify, remove and prevent barriers in order to make the Province accessible for all people with disabilities by 2025. Through the AODA, the provincial government has identified five key areas for the development of “common” accessibility standards intended to set requirements across all organizations and sectors:
1. Customer service (direct services and policies)
2. Information and communications (public-facing, written and electronic)
3. Built environment (new construction and major renovations)
4. Employment (recruitment, retention and succession planning)
5. Transportation (provincially mandated, and taxis)
All common standards are intended to apply to municipalities. The first Standard enacted in 2008 was the Accessibility Standards for Customer Services Regulation, which had a compliance deadline of January 1, 2010. In March 2010, the City of Ottawa filed its successful compliance report with the Province. The remaining standards are currently awaiting enactment.
In 2010, following the receipt of feedback from municipalities across the Province concerning the difficulties they would face having to implement several standards with overlapping compliance requirements and dates, the Ministry of Community and Social Services revised three of the four remaining Standards into one integrated regulation: the Information and Communication, Employment and Transportation Integrated Accessibility Regulation. The proposed Integrated Accessibility Regulation streamlines specific accessibility requirements that were included separately in each of the three standards, such as development of accessibility policies and the requirements for staff training. The stated intent of the Province is to reduce duplication of efforts and streamline processes. The transportation area of the Integrated Regulation also proposed changes to the provincial Highway Traffic Act. The City has been following the development of the Integrated Accessibility Regulation in order to begin planning for implementation.
DISCUSSION
AODA Update
The first Standard enacted as part of the Accessibility for Ontarians with Disabilities Act (AODA) in 2008 was the Accessibility Standards for Customer Services regulation, which had a compliance deadline of January 1, 2010. In March 2010, the City of Ottawa filed its successful compliance report with the Province Reference: No. ACS2010-COS-ODP-0005.
In September 2010, the Ministry of Community and Social Services released the draft AODA Integrated Accessibility Regulation for public review. The City of Ottawa reviewed the new proposed Integrated Accessibility Regulation and provided feedback to the Province. A summary of this is contained in an Information Previously Distributed (IPD) report presented to the Corporate Services and Economic Development Committee on November 23, 2010 and to the Interim Transit Committee on January 19, 2011 File/N°: ACS2010-COS-ODP-0013. The City of Ottawa’s position on the proposed Integrated Regulation is consistent with the position of the Association of Municipalities of Ontario (AMO), and other municipalities across Ontario.
At the beginning of February 2011, the Province released a second version of the proposed Integrated Accessibility Regulation for public review. Our response is included as the City of Ottawa’s response to the Provincial Proposed AODA Integrated Accessibility Legislation (Report # ACS 2011-COS-ODP-0005). It is anticipated that the Province will be enacting the Integrated Accessibility Regulation in 2011.
In 2010, the Province also announced that the final draft Built Environment standard has been forwarded to the Minister of Community and Social Services for consideration into law. As with the other standards the City provided feedback on the Standard and continues to be stay abreast of ongoing developments to be considered in planning.
2010 COMAP Update
Maintaining compliance with the AODA Accessible Customer Service Regulation is one of the City’s core legislated obligations. In 2010, the Corporate Accessibility Office, together with staff from across the Corporation, members of the Accessibility Advisory Committee, and the corporate Accessibility Working Group (AWG), focused on maintaining compliance with the AODA Customer Service regulation. Work was undertaken in the following key areas: continued training of staff and volunteers; monitoring of public feedback and responding to issues; developing and monitoring of policy; use of signage in increasing accessibility of services.
The following are highlights of the initiatives of the past year.
Customer Service:
In March of 2010, with the approval of the City Solicitor, the City filed its compliance report with the Ministry of Community and Social Services. The Accessibility Working Group conducted an evaluation of the implementation of the AODA Customer Service standard to help inform the implementation of future standards and a Customer Service Standard Maintenance Plan was implemented to ensure continued compliance. Policy requirements remain in place and training is continuing for all new and returning staff as well as volunteers and third party contractors.
Elections:
The Elections Office undertook a multi-pronged approach to ensure that the 2010 municipal elections were accessible to all electors and candidates. The project included a comprehensive built environment review, increased accessibility training for all election workers, improvements to the voting process, including new accessible technology, and enhanced communications and outreach. Because of the municipal elections’ emphasis on accessibility, some residents with disabilities were given an opportunity to perform paid work, thereby benefiting from an empowering employment experience.
For more details on the Accessibility of the 2010 Elections please refer to Report # ACS2010-CMR-CCB-0115, 2010 Municipal Elections - Report on Identification, Removal and Prevention of Barriers that Affect Electors and Candidates with Disabilities which was submitted to the Finance and Economic Development Committee on January 17, 2011.
Other 2010 Customer Service Highlights
Other 2010 Customer Service initiatives included:
Information and Communication
Access to information is a key piece of accessibility. In 2010, information on Ottawa.ca was refreshed and new information added such as the City’s new Accessible Standards for Customer Service Policy. There was also streamlining of the process by which residents can request documents in alternate formats, including the addition of an online screen reader friendly request form.
In 2010, the Ottawa Public Library completed an accessibility audit of their website. Changes and updates to the website will be completed by early 2011. BrowseAloud has also been rolled out to all Library locations.
The Information and Technology Services Department has developed templates for users to update content on Ottawa.ca that ensure compliance with accessibility standards and individual pages are now immediately corrected when identified. In addition, the City has recently purchased a product called “Site Improve” which scans Ottawa.ca and reports back on where there may be accessibility issues. Regular reports will be run so that the City will remain proactive in identifying areas of concern.
The Financial Services Department began the process of developing an Alternative Billing procedure for tax and water bills in 2010. This process involves the notification to all residents that billing can be forwarded to them in one of the multiple formats available. The process was launched in February 2011.
Employment
Between July and December 2010, the Diversity and Employment Equity Branch worked closely with consultants to review and assess the representation of designated groups, including people with disabilities.
An Employment Services Review of existing Human Resources policies, procedures and programs and collective agreements was undertaken to identify potential barriers to representation. Policies and programs included internal staffing and external hiring practices, training and development, retention and promotional opportunities. The review was supplemented by fact-finding interviews with Union Executives, the City Manager, the Deputy City Managers, and managers and employees from departments..
The findings from the Employment Services Review (ESR) will lead to recommendations which will form the basis for the development of a Diversity Plan for the City of Ottawa.
The ESR took into consideration the Employment Standard of the AODA that was released in Q3 2010 and recommendations from the review will be considered for the development of the Diversity Plan for the City of Ottawa.
The Staffing and Recruitment Unit in Human Resources worked with Hire Immigrants Ottawa and the YM/YWCA to increase attraction of designated groups including persons with disabilities to City employment. Special outreach initiatives focused on promoting the City of Ottawa’s summer student program to people with disabilities. Presentations were made at high schools, colleges and universities and at community events.
The Community and Social Services Department project, through their Enhanced Employment Services for Vulnerable Persons (EES), were able to provide enhanced services for social assistance clients who are from typically vulnerable, groups including persons with disabilities. In 2010, many of the initiatives engaged participants who receive the Ontario Disability Support Program in training and job opportunities. These initiatives include: training for staff in order to better support identified individuals; the development of community liaison officer positions, and skill building activities for participants.
Built Environment
Since the beginning of the Retrofit Program in 2003, the City has spent over $7 million on retrofits in audited City facilities.
In 2010, washrooms in five City facilities were retrofitted to be barrier free. Power door operators were installed at twelve facilities. The Billings Estate Museum received barrier free exterior pedestrian routes throughout the complex, including the provision of parking and loading areas. Accessible parking and pedestrian loading areas were developed at more than 10 facilities, a Limited-Use-Limited Access (LULA) lift was installed in the Nepean Sportsplex and the City continued to conduct retrofit work for play structures and pathway systems to remove barriers identified through audits of existing City facilities and the feedback mechanism.
Transit Services has completed a work plan and implementation schedule to address the results of the accessibility audit of transit facilities, policies and procedures. Transit Services is currently finalizing a new accessible customer service policy, which is expected to be completed in early 2011, and has also started developing a number of written procedures relating to the provision of services to persons with disabilities (e.g. procedures for the daily inspection of elevators at transit stations and notification of elevator service disruptions were completed in the fall of 2010).
Transit Services has also completed a number of accessibility-related facility improvements. These enhancements continue to make City transit facilities and services more accessible to persons with disabilities, and include: the lowering of 186 yellow emergency call boxes; improving access to the entrances of O-Train shelters; removing some trip hazards and pathway obstructions; and, improving the pedestrian pathway and stairs between Confederation Station and Heron Road. A number of other accessibility improvements are planned for 2011.
In 2010 Para Transpo had an increase in ridership by 30 000 passenger trips, from 806 000 in 2009 to 836 000 in 2010.
A full reporting of all 2010 COMAP initiatives can be found in Attachment 1.
2011 COMAP INITIATIVES
In 2011, the City will continue preparing the municipality for the remaining AODA standards through the development and implementation of an overall City of Ottawa AODA implementation plan. This plan requires input, analysis and decisions from all departments across the corporation, the Accessibility Advisory Committee and the community. It will include a detailed multi-year implementation plan, timelines, budget implications and responsibility areas.
The following are highlights from the 2011 COMAP. Details and the full 2011 COMAP are included in Attachment 2.
· Finalize Feedback Procedure - A corporate feedback process was developed in accordance with the AODA. Staff continue to review Corporate and departmental tracking processes in order to identify opportunities to streamline further and track trends. This process will be formalized into a procedure in 2011.
· Service Ottawa Project - A citizen-focused approach to transforming how the City provides services to its residents, businesses and clients. The project will standardize, consolidate and integrate current service delivery processes, providing citizens with streamlined services that are easy to find and access via multiple service delivery channels (ottawa.ca, 311, in-person, mobile).
Information and Communication
Transit Services continue to increase the accessibility of its services the following highlights some key initiatives:
· Automated next stop announcements - The Next Stop Announcement system was rolled out in September 2010 and will be fully rolled out in 2011.
· Accessibility Audit Implementation - Transit Services will complete its new accessible customer service policy in early 2011, and will continue to make accessibility-related facility improvements in 2011 to address items identified in the audit and by its customers.
· Cooperative Seating Campaign- OC Transpo is partnering with Algonquin College's public relations and television broadcasting students to create a social media plan for Cooperative Seating.
· Low Floor Accessible Bus Fleets and Routes- Replace existing fleet with fully accessible low floor buses and continue to expand low floor accessible routes.
CONCLUSION
The dedication of members of the Accessibility Advisory Committee and City staff, together with the support of City Council, has assisted the corporation in focusing on improving accessibility for all Ottawa residents. Programs like the Snow-Go program, the Community Pass program, the Audible Pedestrian Signals program and the Barrier Removal program have assisted with mobility and access to City services and facilities. Many services have also been created to help the City be more responsive to residents, such as the accessible taxi service, the low floor bus service, and the Library’s Homebound service, a free book-lending service available to homebound Ottawa residents. While numerous achievements have already been accomplished, the City remains dedicated to continuous improvement in the area of accessibility with the understanding that when improvements are made, all citizens benefit.
The work accomplished to date has built a solid foundation on which to continue to build as the Province enacts further standards.
RURAL IMPLICATIONS
There are no specific rural implications.
CONSULTATION
The Accessibility Advisory Committee (AAC) and interdepartmental staff from the Accessibility Working Group (which includes a member of the AAC) were consulted for this report. The Accessibility Office has made monthly presentations to the Accessibility Advisory Committee regarding COMAP and the actions taken by the City to meet compliance with the AODA. The ACC endorses this report.
LEGAL/RISK MANAGEMENT IMPLICATIONS
There are no legal/risk management impediments associated with this report. The City is in compliance with the AODA.
FINANCIAL IMPLICATIONS
There are no financial implications associated with this report. $75,000 has been included in Organizational Development and Performance Department’s 2011 operating budget to undertake a review of all remaining draft AODA standards as described in this report. Several departments have identified accessibility initiatives in their departmental operating and capital budgets for 2011.
ATTACHMENTS:
Attachment 1- 2010 Municipal Accessibility Plan Initiatives
Attachment 2- 2011 Municipal Accessibility Plan Initiatives
DISPOSITION
City Operations will implement direction received from Council. In addition, the Corporate Accessibility Office, through the Organizational Development and Performance Department, will action any direction received as part of consideration of this report.
Attachment 1
City of Ottawa
2010 Municipal Accessibility Plan
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City of Ottawa 2010 Municipal Accessibility Plan
Customer Service Initiatives |
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AODA Standards Implementation Plan |
Develop a comprehensive multi-year Implementation Plan for remaining 4 draft AODA Standards |
Deferred to 2011 due to changes in provincial approach and timelines.
Interdepartmental Accessibility Working Group continued in 2010 to review draft standards released by the Province and provide feedback to the province. |
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AODA Accessible Customer Service standard training - ONGOING |
Train new staff that deal with public and develop policy |
Training of staff continued with approximately 2300 additional summer students, new and returning staff being trained to ensure compliance with the AODA Customer Service Regulation. |
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AODA Accessible Customer Service: Policies, Practises, Procedures- ONGOING |
Continue to develop and review corporate and departmental policies, procedures, practices that assist in the area of Accessible Customer Service as per City of Ottawa Accessible Customer Service Policy. |
Accessible Customer Service: Policies, Practices, Procedures continue to be monitored to ensure they meet compliance with the AODA. Where appropriate departments (i.e. Ottawa Public Health Parks, Recreation and Culture) have created or updated policies, practices and procedures to meet this goal. |
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AODA Accessible Customer Service Feedback mechanism- ONGOING |
Review Corporate and departmental tracking processes and seek opportunities to streamline further and track trends. |
Through the implementation of the feedback process, staff from across the corporation received and responded to 231 issues on a number of topics. Inquiries are captured by subject, which mirrors the AODA standards. The majority of issues focused on the Built Environment and Customer Service. |
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Equity and Inclusion Lens- ONGOING |
Utilize the City’s Equity and Inclusion Lens in the development of accessibility initiatives, events, policies and practices. |
In 2010, the focus of the Equity and Inclusion Lens implementation was to finalize the Lens, convert it to accessible web format, begin to train staff and conduct consultations with departments to identify Equity and Inclusion initiatives. Implementation will continue in 2011. |
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Assistive Technology in Ottawa Public Library (OPL) and Ottawa.ca |
Enhanced accessibility of internet sites, through provision of assistive technology |
Accessibility audit of OPL website to be completed in January 2011.
Assistive listening devices now available for meeting rooms at the Main Library and Nepean Centrepointe District Branch. |
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Pilot Programs in Culture and Recreation |
Complete the Evaluation of 2009 and make recommendations |
Health Promotion Project Evaluation of After Four Integration Program is now complete. It was a resounding success. Funding for the 2010/2011 initiative is being renewed by the province with a focus on integration support for the low income communities where After Four programs exist. |
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Snow-Go and Snow go Assist program- ONGOING |
Snow removal assistance for Seniors and People with Disabilities |
In 2009-2010, Snow Go had 460 participants and used $56,459.66 in funds. Snow Go Assist had 200 participants and used $38,917.21 in funds. |
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Accessible Elections |
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The City undertook the use of Voter Assist Terminals (VAT) for the 2010 Municipal Election. The VATs allowed voters with disabilities to mark a ballot privately and independently using: Braille keypad, touch screen, rocker paddle, sip-and-puff straw, audio language assistance, through ear phones, to voters who needed assistance with written instructions either English or French and zoom feature to increase the ballot font size
The VATs were available in all advance day area polls, at least one per ward and were also available in every voting place established in a long-term care facility or seniors’ residence. In total, a voter assist terminal was assigned to approximately 160 voting places, including approximately 95 long-term care facilities or seniors’ residences. In addition, other accessible measures were put in place such as magnifying sheets, accessibility audits, accessibility officers, large print ballots and increased training for staff. These measures were put in place to ensure all electors had equal access to voting by making every voting place accessible. |
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Recreation Master Plan (RMP) |
Create a comprehensive vision and policy direction for Parks and Recreation services for the next 10 – 20 years |
The Special Needs Strategy, as part of the RMP, is well underway with a health data review with Social Planning Council in 2010. New program development has begun with complex populations both in Central Ottawa and Kanata. The Parks, Recreation and Culture’s Cross-Sectoral Integration Committee is now well established to approve all new programming based on wait lists and calls for service to ensure equity in program, fee distribution and timely communication with residents.
A new Portfolio Coordinator was hired in 2010 to assist with AODA related roll out and policy development process.
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City of Ottawa 2010 Municipal Accessibility Plan
Information and Communication Initiatives |
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Accessible Communication - ONGOING |
To increase accessibility of our communication tools and resources in sharing information with the public and responding to requests |
The City’s web site was refreshed with the City’s new Accessible Standards for Customer Service Policy. In addition two new screen reader friendly request forms have been added, on for alternate format requests and one for providing feedback on the accessibility of our services. |
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Networking and Information Sharing-ONGOING |
Share ideas and create links to the Province, other municipalities and Associations |
Working with the Association of Municipalities of Ontario (AMO), and other Municipalities across Ontario. Also continued to share information and resources with the Ontario Network of Accessibility Professionals (ONAP). |
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Celebration of People Awards |
Act as a supporting partner in this key event within the community of Ottawa as it profiles accomplishments in accessibility |
The City of Ottawa acted as a gold sponsor for the event as well as sponsor of the Accessibility by Design award which was won by André Marcoux of Cleland Jardine Engineering &Vladamir Popovic of Popovic Routhier Architects Inc. André and Vladimir worked tirelessly to transform a small 50 year old house into a fully accessible 2300 square foot home for 6 full time residents with developmental disabilities and high physical needs. Through strategic planning and careful consideration of the principles of Universal Design, André and Vladimir addressed the special needs unique to each resident and created a beautiful, fully functional environment in which to call home.
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Consultation / Inform-ONGOING |
To engage citizens with disabilities in the City’s accessibility planning |
Worked with the Accessibility Advisory Committee and various other disability related organizations regarding information and resource sharing. Consulted with community members in the provision of services, programs and activities including hosting of AccessAbility Day and participation in Connecting on Abuse and Disability Committee. |
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TTY expansion- ONGOING |
Prepare for AODA proposed Accessible Information and Communications Standard |
Explored the best use of existing resources and forthcoming technology to continue to provide service to those with hearing related and communication disabilities. To continue in 2011. |
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Accessibility Web Audit compliance- ONGOING |
Prepare for AODA proposed Accessible Information and Communications Standard |
E-Media in Corporate Communications has recently purchased a product called “Site Improve” which scans Ottawa.ca and reports back on where there may be breaches. Regular reports are run so that the City will become more proactive in identifying areas of concern.
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Traffic and Parking By-law- ONGOING |
To establish the requirements and obtain City Council approval for the amendments to the Traffic and Parking By-law for off-street parking for persons with disabilities
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Pending Provincial decisions, a report may be forthcoming from the Province. Staff will review the provincial standards to amend our by-law as required. |
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Tactile Maps- ONGOING |
Provide tactile maps at Sports Complexes |
Modifications were made to the mapping system and the project expanded to a more comprehensive way-finding system review.
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City of Ottawa 2010 Municipal Accessibility Plan
Employment Initiatives |
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Employment Equity Initiatives Plan- ONGOING |
Determine if the City’s workforce is representative of the community it serves. |
Between July and December 2010, the Diversity &Employment Equity Branch worked closely with consultants to review the City’s workforce data by designated group, including people with disabilities, to identify occupations where there is under-representation and analyze why under-representation exists.
To identify relevant issues that could be contributing to areas of under-representation and determine what could be done to improve current policies, a review of existing Human Resources policies, procedures and programs as well as collective agreements was undertaken. Policies and programs included internal staffing and external hiring practices, training and development, retention and promotional opportunities. The review was supplemented by fact-finding interviews with Union Executives, the City Manager, the Deputy City Managers, and managers and employees from departments that showed the greatest areas of under-representation.
The findings from the Employment Systems Review will lead to recommendations which will form the basis for the development of a Diversity Plan for the City of Ottawa.
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Employment Promotion- ONGOING |
To promote employment opportunities for the designated groups including persons with disabilities |
Key events that Human Resources attended in 2010 include Bayshore Community Events (in collaboration with Social Services), 2010 Youth Employment and Career Fair (hosted by Social Services), YM/YWCA Youth Connect Job Fair, Bus Operator Outreach Information Session (with Social Services), Carlington Summer Student Information Session, Ridgemont High School Career Fair (over 100 students attended), Carleton University Career and Summer Fair University of Ottawa Winter Fair, Algonguin Career Networking Fair (each of these had over 500 students who visited the City’s booth) and La Cite Collegiale, Foire de l’emploi which had over 1,300 students.
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AODA Employment Standards review |
Prepare for compliance with AODA Employment Standard |
The Employment Systems Review took into consideration the Employment Standard of the AODA that was released in Q3 2010 and recommendations from the review will be considered for the development of the Diversity Plan for the City of Ottawa. |
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Enhanced Employment Services for Vulnerable Persons (EES) ONGOING |
Funding to be used to provide enhanced services for social assistance clients who are vulnerable, specifically persons with disabilities including mental health and/or substance abuse issues, at-risk youth (i.e.16-30 years of age), older workers, Aboriginal persons, newcomers to Canada, persons fleeing domestic violence and homeless persons
Many of the initiatives engaged participants in the Ontario Disability Support Program (ODSP) in training and job opportunities.
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Mental Health Training - 250+ front line staff attended a half day of Mental Health training facilitated by Anne Marie Nicholson of the Royal Ottawa Hospital, feedback very positive.
Employment Training – A trainer was selected to facilitate 5 days of training for staff (3 days Cognitive Motivational coaching and 2 days of Resume, Interviewing techniques) 90 staff completed the training this fall.
Community Liaison Officers (CLOs) – CLO’s continue to meet with local agencies to provide Community and Social Services Department presentations, attend Community Development Framework tables, and work to promote agencies to staff. The CLO’s have received a positive response from agencies that are open to the role and presentations. The CLO’s completed focus groups with agencies, staff and clients for input.
Virtual Work – The project’s objective is to link social assistance recipients to virtual work opportunities and support their efforts to obtain sustainable employment. 126 participants had attended 5 information sessions and approximately 58 participants have taken part in the four rounds of Virtual Work training.
City of Ottawa Entry Level – Clients have been screened and trained through Employment Development Initiatives and attended two days of interview and job retention workshops prior to meeting with internal hiring managers. Currently 48 clients have been placed in Long Term Care, Social Services Centres, and Parks and Recreation, Housing, Social Assistance Services, and Childcare. Branches are continuing to meet to develop new placements.
Getting Ahead: Nine Getting Ahead workshops have been offered to date, approximately 10 -12 clients per session with three more remaining. Job Retention worker continues to work with clients once the workshop has been completed. 3 ODSP clients attended the workshop.
ODSP –126 dependant adults and spouses referred to date. Current total participants are 193. EES for Vulnerable Persons funded position currently has 97 clients (38% placed in employment). Marketing of EESVP activities has resulted in 25 ODSP recipients referrals: 23 for Virtual Work, and 2 for Getting Ahead. 14 ODSP recipients have been accepted (12 for Virtual Work and 2 for Getting Ahead).
Community Funding Partners – The Community Funding project was developed to issue a one-time funding grant to selected non-profit community agencies to provide Enhanced Employment Services to vulnerable clients in receipt of social assistance. The defined target group was social assistance recipients with disabilities; mental health and substance abuse issues; individuals who are homeless or at-risk of homelessness; youth at risk; older workers; aboriginals; newcomers; and people fleeing abuse. Eleven non-profit community agencies were selected. All projects are underway.
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2010 Municipal Accessibility Plan
Built Environment Initiatives |
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Building Accessibility Audit Tool |
To simplify identification and tracking of barriers in City facilities |
Now live and operational. Training for staff in use of the tool is ongoing. |
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Retrofit Program Barrier removal- ONGOING |
Utilize approved budget and conduct retrofit work to remove barriers identified through audits of existing City facilities and play structures/pathway systems. |
In 2010 Nepean Sportsplex received a limited use/limited access (LULA) lift to link east and West parts of the complex completing the barrier free route throughout the building.
Completed retrofits on several Municipal facilities to allow for access to various (approximately 14) elections venues that included the following activities: changing of doorways; correcting curb lips, additional signage for parking, railings installed on ramps, etc.
Accessible washrooms in 5 facilities. Power door operators installed in 12 facilities. Billings Estate Museum Accessibility upgrades- provide barrier free exterior pedestrian routes throughout the complex, including parking and loading areas. Gloucester South Community Centre- Front entrance ramp and stair replacement. Heron Road Multi-Centre- Create a barrier-free front entrance, accessible parking and passenger loading area, side entrance stars and way finding signage. Bell and Merivale arenas: addition of universal toilet in lobby, addition of accessible parking spaces, depressed curbs and tactile indicators at main entrance and addition of accessible locker room Creative Arts Buildings- Completed preliminary design drawings for various required retrofits of washrooms in various units Richmond Public Library- Create an accessible entrance ramp and parking area. Tactile and Way-finding Signage Program- Installed tactile, Braille and way-finding signage in 12 facilities. Several LULA lifts designed for future construction to allow access to otherwise inaccessible floors in various recreation facilities and community building. In design faze only, contingent on future funding.
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Audible Pedestrian Signals-ONGOING |
To increase the proportion of intersections equipped with Audible Pedestrian Signals |
Goal of 50% of all intersections with Audible Pedestrian Signals (APS) by 2015. Work will continue to increase the proportion of intersections equipped with APS. Audible pedestrian signals are installed at all new and reconstructed signals as well as the retrofit of existing signals as funding is made available. In 2011, the City will begin to evaluate and test new technologies to enhance audible signalized intersections. Currently 497 audible signal intersections representing 46% of our signals network (1082) are completed.
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Audible Pedestrian Plan-ONGOING |
To continue to explore opportunities to improve the availability of public information on the location and use of APS. |
Continue working with Corporate Communications and information technology staff to find appropriate and feasible solutions. Will continue in 2011
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Pedestrian Plan-ONGOING |
To promote walking and transit use through the development of a comprehensive pedestrian plan |
Ongoing review and implementation, through both development and capital works programs, to ensure growth in new facilities in a manner that supports accessible mobility in accordance with the Pedestrian Plan. This work is ongoing.
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Counter Modification |
Increase service accessibility at 110 Laurier Client Service Centre. |
The four cash counters at the 110 Laurier Client Service Centre were lowered to ensure better service to residents who use mobility devices.
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Access to Housing |
Assess benchmarking results and identify program development opportunities. |
Accessible Units at 260 Tompkins Avenue 4 units (Two 2-bedroom accessible Units and two 5-bedroom accessible units) are completed and occupied.
The first apartment building at Catherine and Metcalfe Street in Phase I of CCOC’s Beaver Barrack Project is completed with the rest of Phase I scheduled for occupancy beginning in early 2011. There are 14 accessible units in the 464 Metcalfe building, and 5 accessible units at 160 Argyle. 19 units representing approximately 12% of the units.
Affordable Housing Program 2009 extension for projects currently under construction (not including acquisition and rehabilitation and projects still in planning phase) with wheel chair accessible units including: Cornerstone Residence for Women (42 units) Eastern Ontario Christian Seniors Co-operative (69 units) Ottawa Community Housing renovation project at 245 Crichton Street. |
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Accessible Housing |
Increase accessibility in Emergency Shelters |
Began the addition of one common (unisex) accessible washroom at the Carling Family shelter. Target completion date; March 31st 2011 |
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Cumberland Museum Community Hall and Leonard Tavern |
Increase accessibility in Cultural venues. |
In 2010, a ramp was installed in the Community Hall making it accessible to people who use mobility devices. |
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City of Ottawa 2010 Municipal Accessibility Plan
Transportation Initiatives |
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Transit Audit |
Transit Services Commenced an accessibility and evaluation audit in fall 2009.
A work plan and implementation schedule to address the deficiencies will be completed by Q2 2010.
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Transit Services has completed a work plan and implementation schedule to address the results of the accessibility audit of transit facilities and customer service policies and procedures. Transit Services is currently finalizing a new accessible customer service policy, which is expected to be completed in early 2011, and has also started developing a number of written procedures, relating to the provision of services to persons with disabilities. Recognizing the important role elevators play in ensuring access to our facilities, standard operation procedures for the daily inspection of elevators at transit stations and notification of elevator service disruptions were completed in the fall.
Transit Services has also completed a number of accessibility-related facility improvements to address items identified in the audit and by its customers. These enhancements continue to make our transit facilities and services more accessible to persons with disabilities and include the lowering of about 186 yellow emergency call boxes in transit stations; removing obstructions in front of call boxes; improving access to the entrances of O-Train shelters; removing some trip hazards and pathway obstructions; and, improving the pedestrian pathway and stairs between Confederation Station and Heron Road. |
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Accessible Buses/Routes-ONGOING |
Continuing replacement of older buses with new low-floor accessible buses and ensuring there are accessible buses on each route. |
By the end of 2010, 943 buses out of a fleet of 1,030 on the road (or about 91.5%) will be low-floor accessible.
There are currently accessible buses on every route in Ottawa. As a result, 93% of weekday and 100% of weekend trips on Transitway, main line and local routes are designated accessible.
There were also 46 new accessible shelters added in 2010. As a result, 98% of shelters are currently accessible.
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Ride Free Wednesdays for Seniors-ONGOING |
Continue providing seniors with the opportunity to ride the bus at no charge on Wednesday’s all year round. |
Program continues and is very successful and many seniors are taking advantage of it for grocery shopping, doctor’s appointments as well as recreation and visiting friends and relatives. Results based on anecdotal evidence. |
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Travel Training Program-ONGOING |
Provide 750 travel training passes and training to people with disabilities. |
This program met its 2010 goal of providing 750 passes to over 1000 participants. |
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Automated Next Stop Announcement System-ONGOING |
To improve accessibility of transit services by removing uncertainty about arrival at destination and transfer points |
As of Dec 31 2010, 850 installations completed out of 1023 buses (or about 83%). |
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ODSP Community Pass |
Discounted Bus Pass for ODSP recipients, many of whom are persons with disabilities. |
The number of participants has increased up to 5000 per month. Passes are now available in all City of Ottawa Client Service Centre locations and at participating Ottawa Public Library locations. |
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Taxi Coupon Program |
Provide alternative travel options to Para users |
The program offered coupons to reduce the cost of taxi fares for registered Para Transpo users. |
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Installation of Backing Cameras on Nine Para Transpo Buses |
Pilot use of buses with backing up cameras to improve safety |
A yearly accident analysis illustrated that there were no backing up accidents involving buses with the backing cameras installed. Now planning on installing cameras in the entire bus fleet.
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Upgrade Mobile Data Terminal System Aboard Para Transpo Buses |
Increase stability of terminal system |
This was done on board buses which allows for a more stable system and improve overall service.
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Accessible Taxi Training Update |
Work with Algonquin College to update training materials to meet the AODA standards |
A review of the material the college uses in the training to taxi drivers was conducted in 2010 to ensure that it not only meets but exceeds AODA standards. |
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Accessible taxi Licence issuing |
Continue to monitor the appropriate use of licences and increase the number of licences on the road |
With 35 new plates given this year, as of December 31 2010, 173 accessible taxis were on the road. |
Attachment 2
City of Ottawa
2011 Municipal Accessibility Plan
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City of Ottawa 2011 Municipal Accessibility Plan
Customer Service Initiatives |
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AODA Standards Implementation Plan |
Develop a comprehensive multi-year implementation plan for the remaining four AODA Standards |
Organizational Development and Performance |
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AODA Accessible Customer Service Standard Maintenance and Monitoring |
Train new staff that deal with public and develop policy.
Continue to develop and review corporate and departmental policies, procedures, practices that assist in the area of Accessible Customer Service, as per City of Ottawa Accessible Customer Service Policy.
Review Corporate and departmental tracking processes and seek opportunities to streamline further and track trends.
Monitor compliance and prepare a report. |
Organizational Development and Performance |
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Alternative Bill Formats- for residents upon request |
The goal is to provide billing information in a format that meets the residents need. Finance Revenue Water and Tax Billing branch work with T-Base Communication to provide bills in format that meet the need of the resident. |
Finance |
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Equity and Inclusion Lens Implementation-ONGOING |
The goal to use this tool to identify and remove systematic barriers to services faced by typically marginalized groups, including persons with disabilities. The implementation plan for 2011 will be to provide for Equity and Inclusion coaching and training across the Corporation. It will also include an evaluation of the E & I tool. |
Human Resources |
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Ottawa Public Health (OPH) Accessibility Customer Service Policy |
The policy is approved and translated into French. Next step is to enter into OPH policy binder, shared drive and upload onto Ozone OPH web. Promote Access and Equity to meet the requirement s of the Ontario Public Health Standards for priority population including service to persons with activity limitations. |
Ottawa Public Health |
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Outreach to Business Improvement Areas (BIAs)
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As part of its support of the Business Improvement Areas (BIAs), the Economic Development Branch will connect the BIAs with the Accessibility Directorate of Ontario and the City’s Accessibility Office. The goal is to further facilitate the BIAs compliance with the Customer Service Standard of the AODA that will apply to many BIA members by the year’s end. |
Community Sustainability |
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Use of the Corporate/Accessibility Event Toolkit at Public Engagement Events for Choosing our Future and the Environmental Strategy |
While initiatives like Choosing our Future (CoF) have always endeavoured to make public events accessible, the Department of Community Sustainability will make use of the Corporate/Accessibility Event Toolkit to guide its public and stakeholder consultations for Choosing our Future, as well as for the Environmental Strategy. The goal is to remove barriers to ensure the full participation of all residents helping to move us towards a complete sustainability vision. |
Community Sustainability |
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Accessible parking provisions |
Two Parking Control Officers will be dedicated to addressing the fraudulent use of accessible parking permits |
Emergency and Protective Services |
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Apply an accessibility lens in security features in facilities |
Corporate Security continues to apply the accessibility guidelines when providing new security installs or repairing existing security applications. This is done in consultation with the client and may include items such as: key pads installed at an appropriate height, audible and visible alarm notifications. This will provide an enhanced service to all users including people with disabilities. |
Emergency and Protective Services |
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Develop process to track department’s projects in respect of CS Standard
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Monitor AODA Customer Service Standard in Parks Recreation and Culture Policy implementation. Establish Manager representation for AO sub-committees in respect of the Integrated Standard( Built Environment, Emergency /Public Safety, Communications) |
Parks, Recreation and Cultural Services |
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Service Excellence: Client Experience |
Focus on helping residents to participate in recreation programs, use PRCS services and facilities. Emphasis will be on the experience of clients after they enter a facility or register for a program. Barriers may be cultural, physical, financial, gender or age based. |
Parks, Recreation and Cultural Services |
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Special Needs Strategy Report/Master Plan( Customer Focus) |
Utilizing class registration data/program inventory and, health and social service demography to rationalize service delivery and marketing plan for persons with disabilities 2011-2014. |
Parks, Recreation and Cultural Services |
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Recreation Master Plan – Social Recreation Strategy/Financial Framework |
Reports to Committee anticipated in the 4th quarter of 2011. Reports will speak to finances associated with Parks, Recreation and Cultural services and proposed principles, strategies to ensure Parks and Recreation and Cultural Services are accessible and affordable to all, including individuals with disabilities over the next 10 – 15 years. |
Parks, Recreation and Cultural Services |
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Special Needs Cross Sectoral Integration Committee |
Review of internal processes i.e. Approval process for Special Need Programs, Content and Fees - ensure all special need programs have a consistent risk management approach and that client satisfaction undertakes a service excellence perspective.) |
Parks, Recreation and Cultural Services |
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Special Needs Section to all branches |
Scheduling meetings with all units to review AODA Management Compliance to ensure that all Supervisors have a clear understanding of internal processes, policies and procedures April/May. |
Parks, Recreation and Cultural Services |
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Accessibility- Child Care. Availability of off-site appointments |
In 2011, the Child Care Subsidy Unit will continue to offer “home visits” to clients who are unable to attend an appointment at one of our four locations due to a disability i.e.) clients with limited mobility, clients who are hospitalized, etc. On-going throughout 2011. On-line applications for services will continue to be available when required. |
Community and Social Services |
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Accessibility Training-Municipal Home Child Care Advisors |
Municipal Home Child Care Advisors will continue to provide on-going training to Municipal Home Child Care providers. To train all Home Providers so they are aware and familiar with the standard of making customer service accessible for all people with disabilities. |
Community and Social Services |
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Accessibility- Access to services / Online Application Process for Ontario Works Assistance
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The goal is to increase accessibility for residents applying for Ontario Works assistance by implementing an online application therefore promoting applicant independence in seeking assistance. Pilot project to roll out in Ottawa April 2011. |
Community and Social Services |
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City of Ottawa 2011 Municipal Accessibility Plan Information and Communication Initiatives |
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Accessibility Web Audit compliance- ONGOING |
Increase accessibility to Ottawa.ca and prepare for AODA proposed Information and Communications Standard- Information Technology Services (ITS) will continue to develop templates and practices to ensure compliance with accessibility legislation. |
Information Technology Services |
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Tactile signage: Tactile signage purchased and installed in all branches |
Through a grant from the Southern Ontario Library Service, the Ottawa Public Library is able to proceed with the purchase and installation of tactile signage in all branches. In addition, the OPL will pilot Dewey pictogram signage at the Main Library. This initiative will enhance accessibility and improve customer service.
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Ottawa Public Library |
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Review the Multiple Formats Policy |
As per AODA guidelines, documents on the web must allow for multiple formats to ensure accessibility for all. The City of Ottawa’s current Multiple Format Policy will be reviewed and updated.
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Corporate Communications |
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Website Redesign |
Corporate Communications will lead an information architecture (IA) review of Ottawa.ca. During this redesign, the site’s adherence to AODA guidelines will be reviewed and improved. This is a significant undertaking that requires significant resources, as the current site houses more than 26,000 pages. A small communications team will be dedicated to the IA and will include AODA review in its workplan. Communications will work closely with Information and Technology Services on this project. |
Corporate Communications |
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Review of the Accessible Web Design Guidelines |
Corporate Communications is leading the development of a formalized web publishing policy, which will include guidelines and standards for web publishing. The web publishing policy will adhere to the AODA guidelines. |
Corporate Communications |
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TTY Expansion- ONGOING |
In preparation for AODA proposed Information and Communications Standard, continue to explore the best use of existing resources and forthcoming technology to provide ongoing service to those with hearing related and communication disabilities.
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Information Technology Services |
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City of Ottawa 2011 Municipal Accessibility Plan
Employment Initiatives |
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Community Liaison Officers (CLOs) – |
This project, with the use of Community Liaison Officers, will target community agencies, groups and associations within the city of Ottawa that serve Ontario Works and ODSP recipients. Feedback received from community agencies reveals a need for CSSD to better link City programs and services with the community in order to provide improved access and seamless service delivery. The intent of this project is to respond to the needs of the community and the residents we serve. |
Community and Social Services |
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Virtual Work |
The ‘Virtual Work’ Training activity will target Ontario Works participants and referred ODSP recipients who have disabilities/mental health issues, older workers, persons fleeing abuse, or those who live in rural areas with limited access to transportation. Staff will learn how to assist clients to develop virtual businesses, specifically, they would learn:
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Community and Social Services |
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City of Ottawa Entry Level Employment Opportunities |
This project will target Ontario Works and referred ODSP recipients who meet the requirements of City of Ottawa entry-level positions (i.e. administration services clerk, laundry attendant, custodian)[1] The City's Human Resource Department is reviewing its staffing protocols with the goal of hiring employees that are representative of the demographic profile of the community that it serves (includes 11 demographic profiles including people with disabilities). Re-connect, prepare and support clients in the workplace
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Community and Social Services |
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Training- Awareness of Poverty- “Getting Ahead: Bridges out of Poverty” |
This project will target community agencies within the City of Ottawa, City staff, Ontario Works participants and referred ODSP recipients. Currently Community and Social Services Department delivers a two-week employability skills workshop (ESW) for harder to employ clients. If Getting Ahead shows success, as it has in other municipalities, it will replace the current employability skills workshop and will be sustained with funding from the employment assistance budget. |
Community and Social Services |
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Community Funding Partners |
The Community Funding project was developed to issue a one-time funding grant to selected non-profit community agencies to provide Enhanced Employment Services to vulnerable clients in receipt of social assistance. The defined target group was social assistance recipients with disabilities; mental health and substance abuse issues; individuals who are homeless or at-risk of homelessness; youth at risk; older workers; aboriginals; newcomers; and people fleeing abuse. |
Community and Social Services |
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Employment Equity Initiatives Plan-ONGOING |
Continue to develop strategies to move towards a City workforce that is representative of the community it serves. |
Human Resources |
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Employment Promotion- ONGOING |
To promote employment opportunities for the designated groups including persons with disabilities |
Human Resources |
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AODA Employment Standards Review-ONGOING |
Prepare for compliance with AODA Employment Standard
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Human Resources |
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City of Ottawa 2011 Municipal Accessibility Plan Built Environment Initiatives |
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Create Accessibility Lens for the Built Environment to be used in work done to increase accessibility to residents |
Planning and Growth Management together with Infrastructure Services will lead this work.To include the creation of a checklist based on the Built Environment Standard and Ottawa Accessible Design Guidelines. Information workshops to be provided for appropriate City staff (planning, approvals, inspections, design).
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Planning and Growth Management |
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Tactile Directory Maps ONGOING |
The goal is to provide maps at the Walter Baker Sports Complex. As reccomedmed by the Alliance for Equality of Blind Canadians (AEBC) to provide tactile directional support will be implemented. |
Infrastructure Services |
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Provide corporate expertise on built environment accessibility including new builds |
Continue to provide guidance and support in reviewing Corporate built environments. Work with appropriate groups to ensure that modifications and new builds meet accessibility standards and guidelines
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Infrastructure Services |
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Retrofit Program Barrier removal- ONGOING |
Utilize approved budget and conduct retrofit work to remove barriers identified through audits of existing City facilities and play structures/pathway systems. $2,000 000 has been requested to include activities in the following areas:
Specialized wayfinding signage study
Installation of washroom accessories to retrofit existing facilities – i.e.) Neapean Creative Arts Building, Bernard Grandmaitre Areana
Temporary modular ramping solutions for various City venues
Major accessible connection/link being constructed in Lowertown Complex with Le Patro
Installation of power door operators and required door hardware in locations
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Infrastructure Services |
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Audible Pedestrian Signals-ONGOING |
The goal is to increase the proportion of intersections equipped with Audible Pedestrian Signals (APS) to 50% of all intersections by 2015. Work will continue on this. Audible Pedestrian Signals are installed at all new and reconstructed signals as well as the retrofit of existing signals as funding is made available. In 2011, the City will begin to evaluate and test new technologies to enhance audible signalized intersections. |
Public Works |
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Audible Pedestrian Plan-ONGOING |
To continue to explore opportunities to improve the availability of public information on the location and use of Audible Pedestrian Signals. Continue working with Corporate Communications and Information Technology Services staff to find appropriate and feasible solutions. |
Public Works |
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Access to Housing |
Assess benchmarking results and identify program development opportunities.
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Community and Social Services |
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Accessibility- Increase Accessibility in Emergency Shelters
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Retrofit one city-owned unit to be fully accessible in Emergency Family Shelters
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Community and Social Services |
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City of Ottawa 2011 Municipal Accessibility Plan Transportation Initiatives |
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Automated Next Stop Announcements |
Provides customers with auditory and visual information in fully bilingual format on next stops and route destinations, as well as interior electronic signage which will provide the route number, destination and the current time. The goal is to install automated next call announcement systems in bus fleet. Transit Services began rolling out automated next stop announcement system in September 2010 to be completed in 2011. |
Transit Services |
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Travel Training Program
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The program has been expanded to include 1000 travel training passes to be distributed to a minimum of 40 community agencies including schools and hospitals.
The program is delivered in partnership with schools, community groups, organizations and agencies that provide travel training services to seniors, new immigrants and to persons with disabilities throughout the Ottawa area. A three part manual is being developed in partnership with community agencies.
Videos are now available to be used in training process. One video is complete and online, there are some in process now with at least three others planned for the spring/summer. |
Transit Services |
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Accessibility Audit Implementation – Policy and Procedures
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Transit Services will complete its new accessible customer service policy in early 2011, which will reflect the spirit and intent of the Accessibility for Ontarians with Disabilities Act. As well, Transit Services will continue to work towards completing a number of written procedures relating to the provision of services to persons with disabilities. |
Transit Services |
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Accessibility Audit Implementation – Facility Improvements
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Transit Services will continue to make accessibility-related facility improvements in 2011 to address items identified in the audit and by its customers. These enhancements will continue to make our facilities and services more accessible to persons with disabilities. These include:
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Transit Services |
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Cooperative Seating Campaign |
OC Transpo is partnering with Algonquin College's public relations and television broadcasting students to create an entire social media plan for Cooperative Seating. |
Transit Services |
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ODSP Community Pass |
Discounted Bus Pass for ODSP recipients, many of whom are persons with disabilities. The number of participants has increased up to 5,000 per month. |
Transit Services |
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Accessible Bus Fleet |
Replace existing fleet with fully accessible low floor buses, with 99% accessible (1,023 out of 1,033) by March of 2011. |
Transit Services |
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Low Floor Accessible Bus Routes |
Expand low-floor accessible routes. 97% of weekday and 100% of weekend trips on Transitway main line and local routes will be accessible as of Spring 2011.
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Transit Services |
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Install and Replacement of Transit Shelters
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Installation of 55 new accessible shelters in 2011. |
Transit Services |
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Taxi Coupon Program |
Now under the management of Para Transpo staff- the goal is to offer an additional transit option by offering coupons to reduce the cost of taxi fares for registered Para Transpo users. In 2011, Expanding advertising in the community
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Transit Services |
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Research on Expanding Interactive Voice Response System |
Exploring technology that is available to expand the Interactive Voice Response (IVR) system enabling customers of Para Transpo the ability to be automatically notified when their Para vehicle is minutes away. To be available only when and if mobile data terminals are included on Para Transpo taxi service, which will also be explored in 2011. |
Transit Services |
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Research and Development of a Para Transpo Purchasing Plan |
OC Transpo will research, explore and develop a vehicle purchasing plan for the next Para Transpo bus replacement. This plan will give Transit Services the adequate time to thoroughly compare vehicles offered in the market place and consider the needs as they relate to the employees, clients and business plans, optimizing our service requirements. |
Transit Services |
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Licensing and Enforcement of accessible taxicabs |
Ottawa has issued 16.5 accessible taxi plates/100,000 populations – the mean in Ontario, per OMBI, is 3.2/100,000. Continue to monitor the use of these plates. |
Emergency and Protective Services |
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“Access for All” Award |
Recognizes an accessible taxicab driver who provides exceptional service for persons with disabilities. The award will be presented as part of the Taxi Appreciation Celebration on June 14th 2011. |
Emergency and Protective Services |