2. City of Ottawa Municipal Accessibility Plan 2009 Report and 2010 Plan

Rapport sur le Plan d’accessibilité municipal de la Ville d’Ottawa pour 2009 et 2010

COMMITTEE RECOMMENDATION

That Council receive this report on the 2009 City of Ottawa Municipal Accessibility Plan (COMAP) and the proposed activities for the 2010 COMAP.

RECOMMANDATION DU COMITÉ

Que le Conseil reçoive le présent rapport sur le Plan d’accessibilité municipal pour 2009 (PAMVO) et les activités suggérées pour le PAMVO de 2010.

DOCUMENTATION

1. Deputy City Manager, City Operations report dated 6 April 2010 (ACS2010-COS-ODP-0005).

2. Extract of Draft Minute, 6 April 2010, follows the French version of the report.

Report to/Rapport au:

Corporate Services & Economic Development Committee

Comité des services organisationnels et du développement économique

and Council / et au Conseil

April 6, 2010/ le 6 avril 2010

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

City Wide/à l'échelle de la Ville

Ref N°: ACS2010-COS-ODP-0005

SUBJECT:

City of Ottawa Municipal Accessibility Plan 2009 Report and 2010 Plan

OBJET:

Rapport sur le Plan d’accessibilité municipal de la Ville d’Ottawa pour 2009 et 2010

REPORT RECOMMENDATION

That Corporate Services and Economic Development Committee and Council receive this report on the 2009 City of Ottawa Municipal Accessibility Plan (COMAP) and the proposed activities for the 2010 COMAP.

RECOMMANDATION DU RAPPORT

Que le Comité des services organisationnels et du développement économique et le Conseil reçoivent le présent rapport sur le Plan d’accessibilité municipal pour 2009 (PAMVO) et les activités suggérées pour le PAMVO de 2010.

Executive Summary

The 2010 City of Ottawa Municipal Accessibility Plan (COMAP) marks the City’s 8^thannual accessibility plan and while a requirement under the Ontario Disabilities Act 2001 (ODA), it is also the way in which the City demonstrates its commitment to making accessibility a part of everyday business. In addition, it showcases the City’s commitment to accessibility, which is aligned with council directives and the 2007-2010 strategic plan. This report presents initiatives undertaken in 2009 while also highlighting key focal points for 2010.

In 2005, the Province of Ontario enacted the Accessibility for Ontarians with Disabilities Act (AODA). 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. Meeting compliance with the Accessible Customer Service Standard was the City’s core commitment in 2009. As part of this compliance milestone, the City trained more than 13,000 city staff and volunteers; and notified all appropriate third party contractors of this training obligation. In addition, a corporate feedback mechanism and an Accessible Customer Service policy were created. The City of Ottawa filed all compliance reporting requirements with the province in early 2010 within provincially mandated timelines.

In 2010, the focus of COMAP will be preparing the municipality for the remaining four standards of the AODA (Information and Communication, Employment, Built Environment, and Transportation) through the development of an overall City of Ottawa AODA implementation plan. This plan will be the main 2010 COMAP initiative and will require 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 identification, tracking and removal of barriers remain a priority together with the provision of barrier-free election services.

BACKGROUND

The 2010 City of Ottawa Municipal Accessibility Plan (COMAP) marks the City’s 8^thannual accessibility plan and while a requirement under the Ontario Disabilities Act 2001 (ODA), it is also the way in which the City demonstrates its commitment to making accessibility a part of everyday business. Since 2003, our annual accessibility plans have assisted us in advancing and strengthening the City’s commitment to the full inclusion of citizens with disabilities in the city of Ottawa. It is a citywide vision that is shared by Council and staff alike. COMAP serves to showcase the achievements and plans the City has for improving accessibility to City programs and services for all Ottawa residents.

COMAP is not only a legislated imperative, it also reflects the priorities of Ottawa’s City Council through its Strategic Plan. The 2007-2010 City Strategic Plan describes the continued commitment to greater inclusion and better access. The City Strategic Plan identified priority areas that include efforts to:

Ensure that the entire transit fleet is accessible by 2017
Ensure people who are economically disadvantaged are included in the work of Council and policy development
Ensure that everyone has the opportunity to take part in cultural and recreational programs
Recognize and balance the needs of all citizens as they access City services
Develop a 10-year renewal plan for sidewalks, street signals and stop signs that will fully close the infrastructure renewal gap by 2017

The City’s Strategic Plan guides the City in implementing its long-term vision as described in the Ottawa 20/20 Plan. The vision is to build:

A responsible and responsive city
A caring inclusive city
A city of distinct, livable communities
An innovative city where prosperity is shared among all
A healthy and active city

In 2009 the City’s Strategic Plan was “refreshed” to align priority areas to improving client satisfaction, improving employee engagement optimizing operational performance. These are the three pillars of the City’s Service Excellence Plan. In 2009 City Council approved the Service Excellence Plan as an all-encompassing approach to making service excellence "business as usual." Service excellence is about being client focused; understanding the way we deliver services to enhance client experiences, connecting with our clients and improving client satisfaction with City services. The City will develop a performance measurement program and reporting process that will support standard measurements in these key areas. COMAP will serve as an input into these measures and a reflection of what the City is achieving in the way of improving client service for persons with disabilities.

1. Customer service

2. Information and communications

3. Built environment

4. Employment

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. The remaining standards are currently awaiting enactment. The Provincial deadline to implement all AODA standards is 2025.

Even though the Accessibility for Ontarians with Disabilities Act, 2005 is now the law, the Ontarians with Disabilities Act, 2001 remains in force until it is repealed. This means that public sector organizations are still legally required to:

prepare annual accessibility plans
make them available to the public.

OUR COMMUNITY DEMOGRAPHICS

Improving accessibility is important for all residents of Ottawa. It is not only important, but it is the right thing to do given that so many of our residents are living with some form of disability. The City of Ottawa’s commitment to considering issues of inclusion and equal access to services is demonstrated throughout this COMAP, but it is also in the investment we made to create and implement the Equity and Inclusion Lens, a guide for City staff and community partners to use when considering issues of inclusion and equity in their everyday work activities, such as when developing policies, providing services and consulting with community members. The Equity and Inclusion Lens[1] covers the inclusion of 11 typically excluded groups, such as Seniors, Youth, Aboriginal people, People with Disabilities, People Living in Poverty and Visible Minorities, among other groups. The following demographics are taken from the Equity and Inclusion Lens Community Snapshot for People with Disabilities.

The Ottawa population in 2006 was 812,129. Of this number, 20 per cent of Ottawa residents declared having activity limitations. One third of Ottawa residents with disabilities are under 65 years of age, and a higher percentage of women have disabilities than men (54.7 per cent vs. 45.3 per cent), partly as there are more women among the senior population.

An Ottawa resident with disabilities’ first language is also a factor in service provision. Although the first language of 60.4 per cent of Ottawa residents with a disability is English, there are also 18 per cent whose first language is French with 2.2 per cent who speak French only. In addition, for 19.8 per cent of Ottawa residents with a disability the first language is a non-official language and 2.8 per cent do not speak either English or French. Twenty five per cent of people with disabilities are immigrants, and 2.3 per cent are recent immigrants. Two per cent of people with disabilities (3,250) have Aboriginal identity.

How one experiences accessibility and inclusion varies drastically, depending on the nature of the barriers they face. Barriers can be physical, institutional, social or attitudinal. This is shaped partly by the type of disability (sensory, learning, developmental, psychiatric, cognitive, physical, etc.), the level of disability, the way in which barriers are addressed and the individual’s preferred method of accommodation.

THE ACCESSIBILITY WORKING GROUP

In order to support implementation of the COMAP and the AODA, the Corporate Accessibility Office has been working with the Accessibility Working Group (AWG), made up of staff representatives from across the corporation. This AWG has been expanded to include representatives from all departments who have specialized knowledge, expertise, and credentials in accessibility and/or who play a leadership role in their service areas.

The Working Group mandate is to support departments in their implementation of corporate strategic directions addressing accessibility issues in City services, programs, by-laws, policies and practices for visitors, residents and employees with disabilities within the City of Ottawa as identified by the Corporation, the community and legislated requirements. These changes have allowed for streamlining of decision-making at a senior management level and better coordination of accessibility activities within departments. The AWG reports to the Senior Management Committee, acting as the corporate Accessibility Steering Committee.

The responsibilities of this group have been expanded to include:

A) Represent their department’s needs in the development of policies, procedures, processes, bylaws and reports in respect to the AODA Standards.

B) Advise Senior Management Committee (SMC) of Corporate Accessibility priorities, strategies and responses to fulfill obligations of AODA and goals of COMAP.

C) Lead the implementation of corporate initiatives within their respective departments such as policies, procedures reporting and training in order to meet compliance with Provincial regulations.

D) Share departmental practices to achieve integrated solutions to Accessibility.

E) Act as Accessibility champions within the corporation.

In 2009, this group played a significant role in ensuring that the 2009 COMAP was a success.

DISCUSSION

The Corporation’s focus for the 2009 COMAP was on completing the activities that were required legislatively to reach compliance with the AODA Customer Service Standard enacted in 2008. These activities included:

1. Accessible Customer Service Training

Training was completed for over 13 000 city staff and volunteers identified as requiring training under the Customer Service regulation, as well as third party contractors who work with residents on behalf of the City. A train-the-trainer model across every department (with over 100 staff trainers across the corporation) was used to ensure consistency in messaging. Council and their staff, all advisory committee members as well as all City management completed training along with staff.

2. Feedback Mechanism

Another compliance related initiative included the development of a mechanism by which residents can provide feedback on the accessibility of our services. A streamlined procedure was created to ensure people with disabilities can easily provide feedback and receive responses to feedback on the city’s programs and services. Key feedback points are through 311, online and directly to various departments.

Internally, staff has also improved the tracking of feedback on accessibility issues, complaints and suggestions from the public. This process is centrally tracked and monitored for trends to assist with the identification and development of future COMAP initiatives.

3. Accessible Customer Service Policy

In November 2009, City Council approved the new City of Ottawa Accessibility Standards for Customer Service Policy. This new policy will guide the development and implementation of procedures, practices and training throughout the corporation on issues such as; providing notice of temporary disruptions in services, providing accessible formats and accommodating support persons and service animals. Staff was trained on the new policy in 2009.

The policy is required under the AODA and complies with the AODA and other relevant legislation such as the Ontario Human Rights Act.

Similar policies will be developed to comply with other AODA standards as they are enacted, and will eventually be assembled to create one comprehensive City of Ottawa Accessibility policy.

4. Notice of Availability and Format of Documents

The City has reached AODA compliance with the posting of accessible customer service signage in all public facing / customer service areas. Information on the how to provide feedback on the accessibility of our services and accessible forms have been posted on Ottawa.ca to inform residents of the new services as well as how to order any information in accessible formats.

5. Reporting on Compliance:

Early in 2010 the City submitted its first required report to the Province demonstrating compliance to the AODA Customer Service regulation in the aforementioned key areas. In (Attachment 1) you will find details on the report provided to the Province. The Accessibility Working Group was instrumental in providing guidance and support throughout the implementation of this Accessible Customer Service training initiative.

OTHER 2009 COMAP INITIATIVES:

In addition to the above-legislated activities associated with meeting compliance with the AODA Customer Service standards, progress was also achieved in the following areas in 2009. Details on these and other 2009 COMAP initiatives have been included in (Attachment 2) of this report.

Customer Service Initiatives

The Equity and Inclusion Lens was created and piloted by Human Resources and ODP, and is a tool that will assist staff in working with strategic client groups, one of which is people with disabilities.

Various programs such as Snow-Go and Snow-Go Assist ensure continued functionality for those with disabilities during the winter months; while available arts-based programming such as Mad about the Arts or the Introductory Theatre Program for people with disabilities provided opportunities for continued community involvement and skill development.

Information and Communication Initiatives

Access to information is a key piece of accessibility. The City’s 2009 Accessibility Communication Plan involved refreshing information on Ottawa.ca, advertising programs in Access Now, and information sharing through the Ontario Network of Accessibility Professionals (ONAP). Other activities included providing feedback to the Province on the draft Information and Communication standard and promoting accessibility at a corporate level and community through our most successful AccessAbility Day yet, held at the Nepean Sportsplex on December 2^nd, which drew over 350 participants.

Employment Initiatives

In addition to providing feedback to the Province on the draft AODA Employment standard, an emphasis was placed on employment equity and opportunity. The Corporate Self-Identification Survey was completed and compared against data from the 2006 census. The City continues to work with employment service providers such as the Ontario Disability Support Program (ODSP), Ontario Works (OW), the March of Dimes and Ottawa World Skills to promote employment opportunities at the municipal level and ensure the City workforce is increasingly representative of the population it serves.

Built Environment Initiatives

The City has developed a computer-based program to identify and track existing barriers in City facilities. In 2009, close to one million dollars was spent on retrofits in audited City facilities (non life cycle renewals). The work includes the installation of power door operators, washroom retrofits and passenger loading area modifications. The City invested an additional $50,000 towards the creation and/or maintenance of barrier free sidewalks and pathways. Finally, $45, 000 was put towards the installation of audio pedestrian signals.

Transportation Initiatives

In 2009, a comprehensive accessibility audit of OC Transpo services began. Additionally, there were expansions to the accessible taxicabs program the number of accessible buses and routes as well as the ride free Wednesdays for Seniors initiative and priority seating. Through these measures public transit will continue to be a safe and viable and accessible option for all.

2010 COMAP INITIATIVES:

In 2010, focus will be on preparing the municipality for the remaining AODA standards through the development of an overall City of Ottawa AODA implementation plan. This plan will be the main 2010 COMAP initiative and will require 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 2010 Organizational Development and Performance departmental operating budget includes $75,000 to support the Accessibility Office’s efforts in the development of the long-range implementation plan.

Additional investments and work will be completed in the following areas and details are attached in the 2010 COMAP Initiatives chart (Attachment 3).

Customer Service

Ongoing commitment to the Customer Service Standard requires the implementation of a comprehensive training plan for all new and returning staff and volunteers as well as the ongoing review of corporate and departmental policies, practices and procedures. To enhance accessibility to City services, the 2010 operating budget included $50,000 for an Accessibility Coordinator position in Ottawa Public Library Services and an additional $130,000 to support the special needs unit and AODA planning within Parks, Recreation and Cultural Services.

A major initiative for 2010 is to provide barrier-free election services for the 2010 municipal election. Initiatives such as an accessibility checklist for ensuring all voting locations for both the advanced polls as well as voting day are fully accessible, alternative voting methods such as large print ballots, Braille templates and providing magnifying sheets to assist electors with low vision are just some of the measures being implemented.

Information and Communication

We are developing a Corporate Accessibility Communication plan using internal and external means to ensure that both staff and the public are aware of the City’s accessibility initiatives. Information sharing will take place through groups such as the Ontario Network of Accessibility Professionals (ONAP), as well as through the re-developed accessibility pages on Ottawa.ca. Information sharing is an important part of accessibility; therefore we are looking for ways to improve web content, TTY access and accessible signage across the corporation.

Employment

In addition to reviewing employment related practices, policies and procedures; we will also be conducting various scans to assess the degree to which the corporation is representative of the population it serves. Eighty thousand dollars was allocated to the Human Resources department in support of the Diversity Program as the department prepares for the implementation of the upcoming AODA Employment Standard. The Community and Social Services department has also received funding from the Ministry of Community and Social Services to establish a new employment program called the Enhanced Employment Services for Vulnerable Populations (EES). This program will be implemented to address existing gaps in services and barriers to entry into the workforce for people receiving social assistance.

Built Environment

The City is now using a new computer based program for accessibility auditing. An additional $1,000,000 has been budgeted in 2010 to continue retrofitting and barrier removal within City owned properties and facilities.

Transportation

Recommendations from the OC Transpo accessibility audit will be available in 2010 and work on service enhancements will commence with the goal of making public transit more accessible for all. The City is investing in a new Automated Next Stop Announcement System to ensure that all transit users will be alerted at each bus stop. Installations of the systems are scheduled to begin in 2010.

CONCLUSION:

The dedication of knowledgeable staff in key services such as Facilities, Libraries and Parks, Recreation and Culture as well in the Corporate Accessibility Office, together with the support of City Council, has assisted the corporation in focusing on improving accessibility for all Ottawa residents. Many policies have been endorsed to support both residents and employees with disabilities, such as the Multiple Formats policy and the Duty to Accommodate policy. Programs such as the Snow-go program, the Community Pass program, the Audible Signals program and the Barrier Removal program have assisted with mobility and access to our 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 Libraries Homebound service, a free book-lending service available to homebound Ottawa residents of any age, who live in their homes, continuing care centres, auxiliary hospitals or senior residences and who are unable to visit the Library because of age, illness, frailness or caregiver responsibilities and low floor bus service.

Our compliance with the AODA Customer Service standard is the first step in our part to making Ontario fully Accessible by 2025. While numerous achievements have already been accomplished in the past, we remain dedicated to continuous improvement in the area of accessibility with the understanding that when improvements are made, all citizens benefit.

RURAL IMPLICATIONS

There are no specific rural implications.

CONSULTATION

The Accessibility Advisory Committee as well as interdepartmental staff from the Accessibility Working Group were consulted for this report.

The Accessibility Office has presented the actions taken by the City to meet compliance to the Accessibility Advisory Committee. A letter from the Chair of the AAC has been received in support of the City’s compliance report and has been forwarded to Council in a separate memo.

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 2010 budget to undertake a review of all remaining draft AODA standards as described in this report.

ATTACHMENTS:

Attachment 1 - The Compliance reporting chart

Attachment 2 - 2009 Municipal Accessibility Plan Initiatives

Attachment 3 - 2010 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, City Operations will update Council when other AODA Accessibility Standards are enacted.

Supported by the Corporate Accessibility Office the Accessibility Working Group oversees the development, monitoring, implementation and reporting of initiatives described in COMAP and members act as a liaison for their respective departments.

Attachment 1

City of Ottawa AODA Accessible Customer Service Regulation 429/07

Compliance Report

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions/ Requirement	City of Ottawa Compliance Activities Performed/Status
Section 1: Policies and Procedures (Questions 1-7)
1. a) Does your organization have policies, practices and procedures on providing goods or services to people with disabilities? [s. 3(1)]	· The City of Ottawa developed a new Corporate Accessibility Standards for Customer Service Policy, which was approved by Council in November 2009. · Areas of the standard addressed in the policy include: Assistive devices, Service animals, Support persons, Admission fees, Communication, Terminology, Notice of service disruption, Training, Feedback, and Documentation. · A Reference Guide was attached to the policy with tips and more in-depth information on areas of the policy. · This policy governs the development and application of all other Customer Service policies, practices and procedures and supersedes all branch and departmental policies. · A corporate scan was conducted and confirmed that departments are applying the policy in their departments. · Other accessibility related Corporate Policies include: o Feedback, Inquiries and Complaints Procedure o Multiple Formats Policy and Procedure o Duty to Accommodate Policy o Equity and Diversity Policy o Equity and Inclusion Lens o Portal Universal Access Design Standards · Additional accessibility related Departmental Policies/Procedures include o Notice of Disruption of Services (Parks, Recreation and Cultural Services) o Service Animals (Parks, Recreation and Cultural Services) o Inquiries and Complaints (Financial Services)
City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions/ Requirement	City of Ottawa Compliance Activities Performed/Status
Section 1: Policies and Procedures (Questions 1-7)
1. b) Does your organization use reasonable efforts to ensure that these policies are consistent with the principles of independence, dignity, integration and equality of opportunity? [s.3(2)]	Corporate Accessibility Standards for Customer Service Policy Statement: “The City of Ottawa is committed to providing equal treatment to people with disabilities with respect to the use and benefit of City services, programs, and goods in a manner that respects their dignity and that is equitable in relation to the broader public.” · Corporate Accessibility Standards for Customer Service Policy was created in line with each clause of Section 3 of the Customer Service Regulation. · In October 2009, departments began efforts to review their departmental Customer Service policies, procedures and practices to ensure they are in line with the new corporate policy. · A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required.

City of Ottawa AODA Accessible Customer Service Regulation 429/07

Compliance Report

Provincial Compliance Questions

City of Ottawa Compliance Activities Performed/Status

Section 1 – Training (questions 1-7)

2. Do your organization's policies address the use of assistive devices by people with disabilities to access your organization's goods or services, or any available alternative measures that enable them to do so? [s. 3(3)

Corporate Accessibility Standards for Customer Service Policy Statement:

Assistive devices

“City employees, volunteers and third party contractors shall accommodate the use of personal assistive devices such as scooters and Braille display boards. Assistive devices including, but not limited to, Assistive Listening Devices and FM Loop systems that are available for access to specific services and programs shall be kept in good working order and the public shall be informed of their availability.”

· Corporate Accessibility Standards for Customer Service policy was

created in line with each clause of Section 3 of the Regulation.

· A reference guide has been added to give details on areas such as:

The City of Ottawa’s Commitment to Accessibility
The Purpose and Summary of Accessibility Legislation
City of Ottawa Policies related to Regulation 429/07
Communication Tips & Language
Tips for providing Accessible Customer Service
Service Animals and Guide Dogs
Support Persons
Language: Choosing the right words
Accessibility Icons
Tips for Clear Print
Adaptive Equipment and Uses
Telephone Teletypes (TTY)
Glossary of Terms
Web resources and links
Ontario Regulation 429/07

· This information was included in staff training.

· A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions/ Requirement		City of Ottawa Compliance Activities Performed/Status
Section 1: Policies and Procedures (Questions 1-7)
3. Do your organization's policies, practices and procedures require your organization to take a person's disability into account when communicating with the person? [s. 3(4)]	Corporate Accessibility Standards for Customer Service Policy Statement: Communication “When communicating with a person with a disability, City employees, volunteers and third party contractors shall do so in a manner that respects the person’s disability. Guidelines for communicating with people who have various types of disabilities are provided in the City’s Accessibility Training for Customer Service – Reference Guide (2009) (see Appendix B).” · Corporate Accessibility Standards for Customer Service Policy was created in line with each clause of Section 3 of the Regulation. · The reference guide for staff provides tips on interacting and communicating with persons having any of the following disabilities: o Physical (Mobility, Dexterity) o People with Vision Impairment o People with Hearing Impairments (Deaf, deafened or hard of hearing) o People who are Deaf-Blind o People with Speech or Language Impairments o People with Intellectual or Developmental Disabilities o People with Learning Disabilities o People with Mental Health Disabilities o People with Environmental Disabilities A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required.
4. Do members of the public or other third parties have access to premises that your organization owns or operates? [s. 4(1)] If no, then skip to question 7 below.	YES

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions/ Requirement		City of Ottawa Compliance Activities Performed/Status
Section 1: Policies and Procedures (Questions 1-7)
5. a) Does your organization permit people with disabilities to keep their service animals with them on the parts of your premises that are open to the public or other third parties, except where the animal is excluded by law, and is this included in your policies, practices and procedures? [s. 4(2) & (7)]		Corporate Accessibility Standards for Customer Service Policy Statement: Service Animals “City employees, volunteers and third party contractors shall accommodate the use of service animals by people with disabilities who are accessing City services or goods unless the animal is otherwise excluded by law, such as food preparation areas as prohibited by Food Premises, R.R.O. 1990, Reg. 562 under the Health Protection and Promotion Act, R.S.O. 1990, c. H.7. See Definitions for a detailed description of Service Animals.” · A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required. · Parks, Recreation and Cultural Services has created a policy and procedure specifically to address the recreational environment including pools. · This information was included in staff training.
	5. b) If a service animal is excluded by law from your premises, does your organization ensure that alternate measures are available to enable the person to access your goods or services (s.4.(3)]	N/A

City of Ottawa AODA Accessible Customer Service Regulation 429/07

Compliance Report

Provincial Compliance Questions/ Requirement

City of Ottawa Compliance Activities Performed/Status

Section 1:

Policies and Procedures (Questions 1-7)

6. Does your organization permit people with disabilities to enter the parts of your premises that are open to the public or other third parties with their support person, and provide notice of any fee charged for the support person, and is this included in your policies, practices and procedures? [s. 4(4) (6) & (7)]

Corporate Accessibility Standards for Customer Service Policy Statement:

Support persons

“Where a person with a disability accessing City goods or services is accompanied by a support person, City employees, volunteers and third party contractors shall ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises. See Definitions for a detailed description of Support Persons.”

Admission fees

“If the City charges an admission fee in connection with a support person’s presence at an event or function, the City shall ensure that notice is given in advance about the amount, if any, that is payable in respect of the support person accompanying a person with a disability.”

· A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required.

· This information was included in staff training.

· Both the policy and reference guide give details on the treatment of support persons.

· Parks, Recreation and Cultural Services places notices regarding the possibility of charging fees for support persons in both the recreation guide as well as online.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions/ Requirement			City of Ottawa Compliance Activities Performed/Status
Section 1: Policies and Procedures (Questions 1-7)
	7. Does your organization post a notice at a conspicuous place on your premises, on your website, or by another reasonable method, of any temporary disruption in facilities or services that people with disabilities usually use to access your organization's goods or services, including the reason, duration and any alternatives available? [s. 5(1) (2) & (3)]	Corporate Accessibility Standards for Customer Service Policy Statement: Notice of service disruption “In the event that there is a temporary disruption in the availability of facilities, services or goods used by persons with disabilities (e.g., temporary loss of elevator service), the City shall give notice to the public of the reason for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available. Such notice may be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places at the affected premises, other City facilities, and the City's website (www.ottawa.ca), as well as by other means that will ensure that the notice reaches those persons potentially affected by the temporary disruption.” · A corporate scan was conducted and confirmed that departments are applying the policy in their departments and making modifications to their policies as required and departments verified that their departments are following the corporate policy by posting notices in conspicuous places. These notices include length of disruption and alternatives where possible. · This information was included in staff training. · As a practise, Parks, Recreation and Cultural Services staff, when possible, also call their participants in advance of their arrival advising them of the service/program disruption.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions	City of Ottawa Compliance Activities Performed/Status
Section 2 – Feedback (questions 8 & 9)
8. Has your organization established and documented a process to receive and respond to feedback on how its goods or services are provided to people with disabilities, including actions that your organization will take when a complaint is received? [s. 7(1), (3) & (4)]	A Corporate Accessible Feedback, Complaints and Inquiries Procedure has been created and implemented since October 2009. Prior to this date there was an informal process. The procedure is currently and contains the following steps: 1. Feedback received in the following ways: * By phone directly to the AO office * Through the Accessibility Office email box * Through emails directly to Accessibility Specialist * Through City Councillors offices * Through emails to the 311 barrier free email box * Through the 311 calls * Through City of Ottawa Client Service Counters * Through any staff across the corporation * Through the new Online Accessible Customer Service feedback form * Through TTY 2. When 311 and Accessibility Office receive feedback it is recorded in Municipal Application Program database as a Service Request. 3. If required it is forwarded to appropriate departments for resolution. 4. Residents are advised of outcomes. 5. Results are documented and the Service Request is closed.
9. Does your organization make information about its feedback process readily available to the public, including how feedback may be provided (e.g. in person, by telephone, in writing, by email, on diskette or otherwise)? [s. 7(1) & (2)]	Signs asking for feedback on the accessibility of our services have been placed at all Client Service Centre counters and other departmental reception and service counters. Signs are posted in 330 locations. The Accessibility pages of Ottawa.ca have also been modified to include a notice inviting feedback on the accessibility of our service in all formats such as phone, e-mail, TTY etc.. An accessible feedback form was also posted and is compatible with screen reader programs.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions	City of Ottawa Compliance Activities Performed/Status
Section 3 – Training (questions 10-12)
10. Does your organization ensure that the following people receive training about providing your goods or services to people with disabilities: every person who deals with the public or other third parties on behalf of your organization, and every person who participates in developing your organization's policies, practices and procedures on providing goods or services? [s. 6(1)]	City of Ottawa Corporate Accessibility Standards for Customer Service Policy Statement: Training “All employees and volunteers who deal with the public on behalf of the City and who are involved in City policy development shall receive training on accessible customer service. This includes information on the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07 as they pertain to the City. Accessibility training shall also be made available to other staff as determined by their Managers. Managers and supervisors shall determine the appropriate method of training based on the employee’s roles and responsibilities. Training shall utilize the material in the City of Ottawa’s Accessibility Training for Customer Service – Reference Guide (2009) (Training & Rollout Plan) and material provided by the Corporate Accessibility Office. Managers and supervisors shall ensure that training records are maintained, including dates when training is provided, the number of employees who received training and that individual training records are entered into SAP. Third party contractors shall be required to demonstrate to the City that they are in compliance with the AODA Customer Service Standard training.” Staff: All departments provided training to appropriate staff. A total of 11,784 (surpassing the required amount of 11,697) staff have been trained and recorded in SAP as our official record. This includes Council and council staff.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions	City of Ottawa Compliance Activities Performed/Status
Section 3 – Training (questions 10-12)
	In addition, some departments chose to go above the legislative requirement and trained all active staff. Our total training requirement was 11,697. A total of 11,784 staff were trained. A total of 1,716 volunteers have been trained. Third Party Contractors 1) Information posted on MERX and Ottawa.ca 2) Sent letters which informed contractors of obligations, offered a free training session at Accessibility Day, gave the link to the e-learning module and offered our training materials. 3) Effective January 1, 2010 Supply Management added a new clause to all new, renewed and extended contracts. 4) A second letter to be sent out to Third Party Contractors requesting their numbers of staff trained and their training dates
11. Does this training include your organization's current policies, practices and procedures required under the Customer Service Standard and all the topics listed in section 6(2) of the standard? [s. 6(2) & (4)]	City of Ottawa Accessible Customer Service Training was created based on the legislated obligations. Training material included: × Service Animals × Support Persons × Assistive Devices × Notice of Service Disruption A reference guide was also made available to provide additional details and tips.

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions	City of Ottawa Compliance Activities Performed/Status
Section 3 – Training (questions 10-12)
12. Does your organization have a written training policy that includes a summary of the contents of the training (per question 11 above) and details of when the training is to be provided, and does your organization keep records of the dates that training was provided and how many people were trained? [s. 6(5) & (6)]	The Corporate Accessibility Standards for Customer Service Policy contains our training policy. A Training Rollout Plan was created to give details on how Managers were to decide who requires training , training strategy, training formats, content, roles and responsibilities. The Accessibility Office has worked with Human Resources to record and verify all training. All names of staff with dates they were trained have been entered in the SAP database for reference

City of Ottawa AODA Accessible Customer Service Regulation 429/07 Compliance Report
Provincial Compliance Questions	City of Ottawa Compliance Activities Performed/Status
Section 4 – Notice (question 13)
13. Does your organization post a notice at a conspicuous place on your premises, on your website, or by another reasonable method, that the documents required by the Customer Service Standard are available upon request, and do you provide those documents in a format that takes a person's disability into account? [s. 8(1) & (2) & 9(1)]	City of Ottawa Corporate Accessibility Standards for Customer Service Policy Statement: Documentation “Documentation that describes this Policy and each of its requirements shall be maintained on the City’s website ( www.ottawa.ca ) and provided to individuals, upon request, in the appropriate format” A notice has been been posted on Ottawa.ca/residents/accessibility that documents required by AODA is available Notices have been posted at client service centres, and other client-facing service counters. Notice is also provided to advise that all documents are provided according to our Multiple Formats Policy and a new accessible "Accessible Formats Request Form" has also been added to Ottawa.ca.

City of Ottawa Municipal Accessibility Plan 2009 Customer Service Initiatives
Project Title	Goals	Achievements/Next Steps
Corporate Accessibility Office	Increase capacity within the City of Ottawa Accessibility portfolio	· Council approved additional resources appointed to the Corporate Accessibility Office to support AODA Customer Service training. · The Corporate Accessibility Office was realigned to report to the Organizational Development and Performance department. · Appointment of departmental champions to the Corporate Accessibility Working Group.
Equity and Inclusion Lens	Inform the Creation of a tool to assist staff in their work with strategic client groups which includes people with disabilities	Equity and Inclusion lens launched September 2009. Being piloted in 2010.
Snow-Go Assist for Seniors and People with Disabilities	To provide financial support for snow removal to Seniors and People with Disabilities	Community interest in the Snow Go Assist Program continues to be strong. The result of the 3-year pilot will be presented to Transportation Committee on May 5, 2010. Over 1,750 inquiries were received. The agencies served 180 clients for a total grant contribution for participants of $32,424. This represents a 51% increase compared to the first year.
Snow-Go Program	To provide coordinated solutions for snow removal	The Home Support Agencies received almost 4,000 inquiries for the Snow Go Program, and served over 990 individuals during the 2008/2009-winter season. This resulted in over $273,000 of snow removal services being completed by individuals and contractors.
Arts Funding for Diverse and Distinct Communities	Conduct a needs analysis and create a funding framework to support artistic activity in diverse and distinct communities, with a focus on underserved stakeholders	Needs analysis completed and recommendations were tabled for a diversity framework. Report with management for evaluation. Cultural Funding Unit has developed a pilot funding program that supports artistic activity in diverse communities.
The Art Studio for people living with mental illness	Offer a safe creative space for artists whose ability to pursue their art might otherwise be affected by the poverty with which mental illness is commonly associated	The Community Arts Program co-founded the Art Studio seven years ago and remains involved as a member of its Steering Committee. Originally funded through seed funding from the Community Foundation and City Community Funding Project grants, as well as the Royal Ottawa funding: the studio received 2-year operational funds (to 2010) from United Way.
Mad About the Arts (MAA)	Raise awareness about mental health issues	MAA’s annual film and panel discussion event was May 8 at Alumni Theatre, Ottawa University. The “Prozac Nation” screening was followed by a panel discussion with Dr. Ian Manion (CHEO) and Sabrina Hammer (Miss Ontario 2009)
Special Needs Arts Initiative	Provision of an instructional visual arts social/recreation program for youth who have disabilities (Clients must be able to work in a 1:5 staff client ratio.) Employment of local professional artists	Partnership with the Hintonburg Community Centres, Social Recreation clients. Hintonburg provides the art supplies and two staff support workers, as well as the space for the program. The Community Arts Program (CAP) covers the artist fees Revenues are brought in through a $125 registration fee per client for the eight-week session which goes towards supplies and artists’ fees.
Introductory Theatre Program for People with Disabilities	Provide specialized instructional theatre program for people with disabilities	This theatre program is a partnership with the Hintonburg Community and the Nepean Creative Arts (NCAC) Centres. Hintonburg supplies the two staff support workers and cost shares the artists’ fees with CAP. NCAC provides the venue – the Blackbox Theatre. Revenues are generated through registration fees.
Splash ‘n Fun Special Event, Splash pad Program, Seasonal Recreation and Community Arts	Planning and booking of a local dance company that integrates people of all ages and abilities.	Propeller Dance Co’s performance is supported by City Wide Special Needs program through Parks, Recreation and Cultural Services.

City of Ottawa Municipal Accessibility Plan 2009 Information and Communication Initiatives
Project Title	Goals		Description	Achievements/Next Steps
Accessibility Communication Plan	Promote City of Ottawa Accessibility Plan and achievement with staff and the public		Develop Corporate Accessibility Communication plan to ensure City’s Accessibility strategy and initiatives are known to staff and to the Public through the use of a variety of internal and external means.	Various promotional and informational materials developed by Communications and the Accessibility Office are disseminated throughout the year both internally and externally. E.g. 2009 COMAP Highlights brochure
AODA Feedback on Information and Communication Standard	Provide feedback to Province on proposed AODA Standards		Review proposed AODA Information and Communication Standard and provide province with City’s response and feedback.	City’s response to I&C standard sent February 2009
Networking and information Sharing	Share ideas and create links with the Province, other municipalities and Associations		Seek opportunities for sharing information, learning and networking to ensure best practice information is available for decision-making about accessibility issues with the City of Ottawa.	City of Ottawa hosted an Accessibility tour of Ottawa for the Assistant Deputy Minister, Ministry of Community and Social Services. The City worked with the Province to create 2 short videos on accessibility in Ottawa. Staff attended the Accessibility Advisory Committee Forum in June 09. City participated in the development of the draft Information and Communication Standard on behalf of the Association of Municipalities of Ontario. Staff shared information throughout the year with the Ontario Network of Accessibility Professionals. Demonstration provided by Design & Construction Bldg/Facilities & Parks Branch to University of Ottawa Students and St. Paul’s University Faculty on “Accessibility in the Built Environment” Staff presentation at the Creating Accessibility Friendly Environments forum in Oct. 09.
City of Ottawa Municipal Accessibility Plan 2009 Information and Communication Initiatives
Project Title	Goals	Description			Achievements/Next Steps
AccessAbility Day Celebration	Promote Accessibility within the City of Ottawa and celebrate achievements	Annual event being held on December 2^nd at Nepean Sportsplex in partnership with the Active Living Alliance for Canadians with disabilities and the United Way. Celebration included entertainment, information on services, Mayor’s Proclamation, brunch, free recreational activities and workshops and training on AODA Customer Service Standard.			8^th Annual Accessibility Day drew over 350 people to the Nepean Sportsplex and was enjoyed by all. Participants enjoyed seeing a sledge hockey demonstration featuring Canadian 2010 Paralympics Athletes as well as participating in many other activities throughout the day.
Celebration of People Awards	Highlight and celebrate accessibility Champions within the Ottawa area. Sponsor Built By Design Award.	Support and participate in the Celebration of People Awards ceremony held on December 3^rd, 2009.			City of Ottawa was a proud sponsor of both the event and the Accessibility by Design Award, which recognizes innovative projects that enhance accessibility for persons with disabilities. Examples include buildings, interior or outdoor spaces, technologies or products. The 2009 winner of the Accessibility by Design award was Delcan for their design of the Corktown Bridge. City of Ottawa Parks and Recreation Master Trainer was chosen as a finalist in the education category after organizing AODA Customer Service training for 2800 Parks and Recreation employees and 62 trainers.
Consultation / Inform	To engage citizens with disabilities in the City’s accessibility planning	Consult with residents with disabilities (as per legislated obligations) and inform the public on the City’s accessibility achievements through community sponsored events and publications.			Co-hosted the Rising Stronger: Disability Abuse and Prevention Symposium with Crime Prevention Ottawa on April 30. Communicating on Disabilities and Abuse (CODA) formed from recommendations at this event.
City of Ottawa Municipal Accessibility Plan 2009 Information and Communication Initiatives
Project Title	Goals		Description	Achievements/Next Steps
TTY expansion	Preparation with AODA regulations for the proposed Accessible Information and Communications Standard		Expand the use of TTY networking software beyond 311 into other strategic parts of the corporation.	Research phase of expansion will be ongoing in 2010.
Accessibility Web Audit	Preparation for AODA proposed Accessible Information and Communications Standard		In 2009 review report recommendations to make Ottawa.ca more accessible. Create plans to improve web content and design. Implement recommendations.	Issues such as images and text alternatives, validation using Document Type Declaration (DTD), the review of forms for Javascript dependencies, the use of tables, the use of cascading style sheets (95% complete), structures makeup (HTML) (80% complete) and use of colour are all being reviewed and corrected on an ongoing basis.
City of Ottawa Municipal Accessibility Plan 2009 Information and Communication Initiatives
Project Title	Goals		Description			Achievements/Next Steps
Transit Services – Promotion	To promote use of transit services for everyone		Transit Services – promotion			Continuing with messaging in buses through poster displays, other transit publications and media including new brochures “Choices” and “Ride with Us” regarding accessible transit services. Project completed in 2009.
Funded Recreation Service Delivery Framework	To sensitize partners to AODA Act and explore accessibility improvements to their programs/services		Funded recreation service delivery framework			General information to funded recreation service delivery partners who attended May 11^th session on proposed funded recreation service delivery framework shared in respect of AODA compliance
Recreation Master Plan	Create a comprehensive vision and policy direction for parks and recreation services for the next 10 – 20 years		Phase I: Development/consultation in respect of four (4) white papers: · Tax support and subsidization · Accessibility and inclusion · Services · Revenue generation			Community consultation is complete. Analysis of the data to be completed in 2010. Work will also begin on developing strategic directions, policies and standards in support of the Master Plan.
Traffic and Parking By-law	To establish the requirements and obtain City Council approval for the amendments to the Traffic and Parking By-law for off-street parking		Once implemented, timelines were proposed to allow the parking lot owners/operators to comply before enforcement is to begin. There was significant stakeholder input through a committee that was established for this project.			Review of the draft AODA Built Environment Standard resulted in a postponement of the report going forward, in order to ensure that any changes made to the City By-law are consistent with AODA going forward. Report expected to go forward in 2010.
City of Ottawa Municipal Accessibility Plan 2009 Information and Communication Initiatives
Project Title	Goals		Description			Achievements/Next Steps
Tactile Directory Maps	Provide tactile directory maps at Walter Baker Sports Complex		Implement recommendations of the Alliance for Blind Canadians (AFBC) to provide a Tactile Map Directory, Way finding and signage			Discussions with major community stakeholders and users are on going. Project is expected to be completed by Q1 2010

City of Ottawa Municipal Accessibility Plan 2009 Employment Initiatives
Project Title	Goals	Description	Achievements/Next Steps
AODA Feedback on draft Employment Standard	Provide feedback to Province on proposed AODA Standards	Review proposed AODA Employment Standard and provide province with City’s response and feedback.	City’s response to Employment Standard sent May 2009
Employment Equity Initiatives Plan	To determine if the City’s workforce is representative of the community it serves. The survey supports the Equity and Diversity Policy	Completion and analysis of the corporate self-identification survey. Survey results compared against 2006 Census data. Initiative includes analysis of survey results and recommendations to Management. Project completion scheduled for 2010.	Data Analysis completed in 2009
Employment Promotion	To promote employment opportunities for individuals in the designated groups - including persons with disabilities	Work with employment service providers who support persons with disabilities to promote job opportunities at the City	Work with Ontario Disability Support Program, Ministry of Community and Social Services, March of Dimes and Local Agencies Serving Immigrants (World Skills) to promote inclusion for City of Ottawa employment opportunities.

City of Ottawa Municipal Accessibility Plan 2009 Built Environment Initiatives
Project Title		Goals				Description	Achievements/Next Steps
AODA Feedback		Communicate with Province on proposed AODA Standards				Review proposed AODA Built Environment Standard and provide province with City’s response and feedback.	City’s response to Built Environment Standard sent October 2009
Building Accessibility Audit Tool		To simplify identification and tracking of barriers in City facilities				To develop a computer based program for accessibility auditing within City facilities and provide electronic barrier data management.	Program has been completed and tested. It is scheduled to go-live in Q4 of 2009.
Retrofit Program Barrier removal		To remove barriers in City buildings as part of City’s response to AODA				Complete retrofit work to remove barriers identified through audit of existing City facilities.	1 million dollars was invested to retrofit existing City facilities in 2009. A snapshot of the work includes the installation of several power door operators; washroom retrofits, passenger loading areas and many others. Since 2002, the City has invested 6.5 million dollars through this program to make City facilities more accessible.
Audible Pedestrian Signals (APS) - COMAP 2006-2009		To increase the proportion of intersections equipped with Audible Pedestrian Signals				Goal of 27% of all intersections with APS by 2010 was reached in 2007. Work will continue to increase the proportion of intersections equipped with APS. Audio Pedestrian Signals are installed at all new and reconstructed signals as well as the retrofit of existing signals as funding is made available.	As of Oct 2009, 401 or 37.9% of the 1,058 signalized intersections in the City of Ottawa are equipped with audible pedestrian signals.
City of Ottawa Municipal Accessibility Plan 2009 Built Environment Initiatives
Project Title		Goals				Description	Achievements/Next Steps
Pedestrian Plan - COMAP 2006-2009		To promote walking and transit use through the development of a comprehensive pedestrian plan				Identification of programs, improvements and required enhancements to improve accessibility for pedestrians	A final public open house to present the draft Ottawa Pedestrian Plan for public comment was hosted in March 2009 The Ottawa Pedestrian Plan was approved by Council on June 24, 2009.
Counter modification		Increase service accessibility to those using wheelchairs at 110 Laurier Client Service Centre.				Construction modifications to ensure wheelchair accessible counters at the City Hall Client Service Centre for improved customer service	Project moved to 2010
Address Barriers to Accessibility Advisory Committee (AAC) and Public Meetings		To enable participation of people who are deaf, deafened or hard of hearing at committee and public meetings				On the advice of the AAC Coordinator, the Clerk's Policy Office is now exploring the feasibility of a permanent meeting location on the 1st floor of 110 Laurier that would always give priority to AAC. The room would include permanently installed Assistive Listening Devices.	Due to the limited work space available on the main floor of 110 Laurier Ave., no opportunities were identified to provide for a permanent dedicated meeting location for the Accessibility Advisory Committee. The AAC will continue to have access to both the 1st floor Festival Plaza Meeting Room and Council Chambers. However, City Council maintains priority over scheduled access to Council Chambers. The Festival Plaza Meeting Room is a multipurpose room that needs to maintain this flexibility to meet the needs of the various Festivals and event groups that use this space. The accommodation requirements requested by the AAC (Assistive Listening Devices) will continue to be set up temporarily and made available for meetings.
City of Ottawa Municipal Accessibility Plan 2009 Built Environment Initiatives
Project Title	Goals				Description				Achievements/Next Steps
Accessibility to Housing 2009-2011	Assess benchmarking results and identify program development opportunities.				Build new affordable housing units of which a minimum 5% will be fully accessible A significant portion will be visitable, the exact number to be determined.				In 2009 we have 31 accessible units under construction. They are scheduled to be completed in 2010 and 2011. Approximately 233 units are visitable, not including the accessible units.
Access to Housing	Provide accessible options in emergency shelters.				Retrofit up to three city-owned units to be fully accessible in Emergency Family Shelters				One unit is completed.
Accessible Recreation	There is increased use of programs, facilities, and services by identified target populations, (i.e. low income, francophone, people with disabilities, seniors). To ensure recreation programs/facilities are physically accessible				Assess benchmarking results and identify program development opportunities. Continue efforts to purchase/repair adaptive equipment, building improvements				Purchase recommendation includes: three pool wheelchairs, chairs with arms and adaptive equipment for programming for children with autism. To be explored with the Special Needs Ad Hoc Committee.
Cumberland Museum – Community Hall and Leonard Tavern	To make this historic building accessible to a wider public audience to support public programming and events				These buildings are not currently accessible to people with disabilities. Identify options and select a preferred option. Engage a contract for implementation.				The Community Hall at Cumberland Heritage Village Museum will be completed in 2009. Staff will make a permanent hand railing for the building before the end of 2009.
Pedestrian Access - Intersections / Public Works	To provide barrier free pedestrian access to getting around the City of Ottawa’s sidewalks and pathways				Remove obstructions such as poles and medians from pedestrian crosswalk areas. Install sidewalk texturing and curb/sidewalk ramping				Development of the Ottawa Pedestrian Plan is completed and the Plan was approved by Council on June 24, 2009. $50k funding was allocated to this program in 2009. Seven new accessible ramps have been installed at intersections across Ottawa.
City of Ottawa Municipal Accessibility Plan 2009 Transportation Initiatives
Project Title			Goals	Description				Achievements/Next Steps
Comprehensive Accessible Audit / OC Transpo			In August 2009, as per Council’s direction, Transit Services commenced an accessibility evaluation audit.	This is a wide-spectrum audit that will review many facets of transit operations including: transit facilities accessed by the public, communications and public information, and policies and procedures, used in the provision of both the conventional and Para Transit services. The results of this audit will be presented to Transit Committee by the end of Q2 2010.				Ongoing. The results of this audit will be presented to Transit Committee by the end of Q2 2010.
Accessible taxicabs			To provide an adequate level of access to on-demand taxicab service to persons with disabilities	By-law and Regulatory Services is scheduled to release an additional forty accessible taxicab plates.				Project will be complete by the end of 2009 to bring a total of one hundred and eighty-five accessible taxi-cab plates in operation within the City of Ottawa
Accessible buses/routes			To expand the number of accessible low-floor buses in the transit fleet	Continuing replacement of older buses with new low-floor accessible buses.				By the end of 2009, 861 out of a fleet of 1,043 will be low-floor buses. This equals a total of 82.5% buses that are accessible. 91% of week-day trips are designated accessible. On weekends (Saturday/Sunday), 100% of these routes are designated accessible. Not all of the fleet is accessible; however, there are accessible buses on each route.
Priority Seating Review			To review current policy and procedures	Review and redesign of entire program including By-law supporting number of seats per bus designated as priority, passenger awareness, decals, operator training				Program reviewed and will be re-launched as “Cooperative Seating.” This awareness program will focus on the education of passengers to better understand the need for limits and rules on buses to ensure a more safe and pleasurable trip for all passengers.
City of Ottawa Municipal Accessibility Plan 2009 Transportation Initiatives
Project Title			Goals	Description				Achievements/Next Steps
Ride Free Wednesdays for Seniors			Increase mobility of seniors.	Provide seniors with the opportunity to ride the bus at no charge on Wednesday’s during the months of June, July, & August				This program was not only approved to continue in summer months, it has also received approval to expand and be available all year round.
Travel Training			To provide support to people with disabilities around using public transit to travel in the City of Ottawa	Increase the number of travel training passes from 500 to 750 in order to meet the demand				Budget approved and program expansion completed. Passes were expanded to 750 travel trainers/trainees.
Automated Next Stop Announcement System			To improve the accessibility of transit services by removing uncertainty about arrival at destination and transfer points	Automatic Voice Announcement and visual display of approaching bus stop and station names, in two languages, to passengers on all OC Transpo vehicles				Budgeted in 2008, transit capital and as part of Smartbus implementation through 2010. Deferred to 2010.

Attachment 3

City of Ottawa

2010 Municipal Accessibility Plan Initiatives

City of Ottawa Municipal Accessibility Plan 2010 Customer Service Initiatives
Project Title	Goals	Description
AODA Standards Implementation Plan	Develop a comprehensive multiyear Implementation Plan for remaining 4 draft AODA Standards.	As the main COMAP initiative for 2010, this initiative will be developed by the Accessibility Working Group, supported by the Accessibility Office and informed by the Accessibility Advisory Committee. Through this initiative we will analyse the impact of 4 remaining AODA draft standards on City of Ottawa and create a plan to address actions, timelines, identify budget requirements and responsibility areas. Plan to be presented to Committee and Council in late 2010.
AODA Accessible Customer Service Standard Training	Train new staff that deal with public and develop policy.	Continue to integrate AODA Customer Service Standard information and training into new staff information through integration of key messages in new staff orientation and corporate Customer Service training module delivered by the Learning Centre, as well as customized departmental training such as specialized aquatics and fitness clinics for staff and professional instructors, community associations and partner affiliates.
AODA Accessible Customer Service: Policies, Practises, Procedures	Ensure compliance with AODA Customer Standard principles	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.
AODA Accessible Customer Service Feedback mechanism	Integrate feedback on accessibility of our services from across corporation	Review Corporate and departmental tracking processes and seek opportunities to streamline further and track trends.
Equity and Inclusion Lens	Ensure inclusion in Accessibility Office activities.	Utilize guidelines of the City’s Equity and Inclusion lens in the development of Accessibility initiatives, events, policies and practices.
Assistive Technology in Ottawa Public Library and Ottawa.ca	Enhanced accessibility of internet sites, through provision of assistive technology.	Apply for grants and research possible technology opportunities to increase accessibility of websites. Ongoing. Through successful grant applications the OPL has: 9 additional assistive technology workstations are ready to be installed – waiting for IT; Assistive listening devices on order for meeting rooms in 2 locations; 56 additional DAISY players on order
City of Ottawa Municipal Accessibility Plan 2010 Customer Service Initiatives
Project Title	Goals	Description
Complete the Evaluation of 2009 Pilot Programs in Culture and Recreation	Establish costing model for new programs to ensure equity city-wide. Health Promotion After Four Project	Establish the Special Needs Standing Committee to oversee new program development, costing and governance for programs for persons with disabilities participating and new policy development in Parks Recreation And Cultural programs and services. Finalize the Youth Friendly consultation with youth serving agencies Develop new programs city-wide in Parks Recreation and Culture were gaps exist, where there are wait lists and where the need exists. 30 children with disabilities will attend After Four Programs as part of the expanded Shared Care Model of Service Delivery funded by Health Promotion.( 129,000 budget allocation)
Snow-Go and Snow go Assist program for Seniors and People with Disabilities	To provide coordinated solutions for snow removal And provide financial support for snow removal to Seniors and People with disabilities	In partnership with the Senior Citizens Council of Ottawa and the members of the Ottawa Community Support Coalition, this three year pilot program (ends in 2010) provides assistance to seniors and people with disabilities to find reliable individuals or contractors to economically clear snow and ice from private driveways and/or walkways. In addition funding for the co-ordination of the supply and delivery of snow clearing to seniors and persons with disabilities is available to qualified applicants to pay for a portion of their snow and ice removal costs on private walkways and driveways. It provides a total of $60,000 per year in financial assistance to eligible low-income seniors and people with disabilities. The result of the 3-year pilot will be presented to Transportation Committee on May 5, 2010. Staff will ask Committee to recommend that Council approve the Snow-Go Assist program as a permanent initiative under the Snow-Go program.

City of Ottawa Municipal Accessibility Plan 2010 Information and Communication Initiatives
Project Title	Goals		Description
Accessibility Communication Plan	Promote City of Ottawa Accessibility Plan and achievement with staff and the public		Develop Corporate Accessibility Communication plan to ensure City’s Accessibility strategy and initiatives are known to staff and to the Public using a variety of internal and external means. Redevelop the Accessibility web pages within Ottawa.ca.
Networking and Information Sharing	Share ideas and create links to the Province, other municipalities and Associations.		Seek opportunities for sharing information, learning and networking in order to ensure best information is available for decision-making about accessibility issues with the City of Ottawa. Share information throughout the year with the Ontario Network of Accessibility Professionals to inform City’s plan.
Celebration of People Awards	Highlight and celebrate accessibility Champions within the Ottawa area.		Support and participate in the 2010 Celebration of People Awards event. Sponsor the 2010 Accessibility By Design Award.
Consultation / Inform	To engage citizens with disabilities in the City’s accessibility planning		Consult with residents with disabilities (as per legislated obligations) and inform the public on the City’s accessibility achievements through community sponsored events and publications.
TTY expansion	Prepare for AODA proposed Accessible Information and Communications Standard		Explore ability to expand the use of TTY networking software beyond 311 into other strategic parts of the corporation.
Accessibility Web Audit compliance	Prepare for AODA proposed Accessible Information and Communications Standard		Improve web content and design by further implementing 2009 recommendations. The OPL is doing an accessibility audit in 2010 of the website; Browse-aloud was successfully piloted in one location in 2009 and is ready to rollout system-wide
City of Ottawa Municipal Accessibility Plan 2010 Information and Communication Initiatives
Project Title	Goals	Description
Recreation Master Plan	Create a comprehensive vision and policy direction for Parks and Recreation services for the next 10 – 20 years	Phase 2: Recommendations to come forward in 2010. (3) white papers: · Tax support and subsidization · Accessibility and inclusion: Develop process with community partners to address gaps in programs and services · Revenue generation
Traffic and Parking By-law	To establish the requirements and obtain City Council approval for the amendments to the Traffic and Parking By-law for off-street parking for the disabled community.	Once implemented, timelines were proposed to allow the parking lot owners/operators to comply before enforcement is to begin. There was significant stakeholder input through a committee that was established for this project. The Report is expected to be presented in Q3, 2010.
Tactile Maps	Provide tactile maps at Sports Complex	Development of tactile way finding map for one or more complexes dependant on budget availability.
City of Ottawa Municipal Accessibility Plan 2010 Customer Service Initiatives
Project Title	Goals	Description
Accessible Elections	Commitment to providing accessibility for Elections	In complying with Section 45(2) of the Municipal Elections Act, the City of Ottawa has created a checklist to ensure all voting locations for both the advanced polls as well as for Voting Day are fully accessible. The use of this checklist will aid in identifying problematic voting locations and provide possible solutions to these problems. To assist electors with a visual impairment, the City of Ottawa will continue to use large print ballots as a guide to be used with standard print ballots, Braille templates (an elector would place his/her ballot into the template allowing the elector to only make a mark beside a candidate's name), and a Braille listing of candidates. In addition to the above-mentioned aids, we will be providing a magnifying sheet for those electors with low vision. A communication strategy is an integral part of ensuring the accessible services that the City of Ottawa provides are well advertised to people with disabilities. As such, we will be communicating our accessibility enhancements to our Accessibility Advisory Committee, on the City's website as well as to the local media.

City of Ottawa Municipal Accessibility Plan 2010 Employment Initiatives
Project Title	Goals	Description
Employment Equity Initiatives Plan	To determine if the City’s workforce is representative of the community it serves.	Recommendations regarding analysis of equity survey against employment data of the 2006 Census data to be presented to Management in 2010
Employment Promotion	To promote employment opportunities for the designated groups including persons with disabilities.	Work with employment service providers for persons with disabilities to promote job opportunities at the City such as ODSP and March of Dimes.
AODA Employment Standards review	Prepare for compliance with AODA Employment Standard	Commence review of employment policies, practices an procedures to identify gaps to meeting compliance with Employment Standard

City of Ottawa Municipal Accessibility Plan 2010 Employment Initiatives
Project Title	Goals		Description
AODA Information and Communication standard review	Prepare for compliance with AODA Information and Communications Standard		Review current City of Ottawa Employment Policies to identify gaps to meeting compliancy with I & C standard once enacted.
Enhanced Employment Services for Vulnerable Persons (EES) funding will 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	100% provincial funding is being allocated to Ontario Works delivery agents to provide enhanced services that prepare and support vulnerable groups on social assistance for labour market success.		Delivery agents may plan services targeting the training and employment needs of a particular group, and are expected to target and/or tailor a portion of their enhanced employment services to persons with disabilities, including ODSP recipients. Enhanced services will be incremental to the range of services provided under Ontario Works Employment Assistance outcome funding to address barriers that vulnerable groups face when attempting to access the labour market.
City of Ottawa Municipal Accessibility Plan 2010 Built Environment Initiatives
Project Title	Goals		Description
Building Accessibility Audit Tool	To simplify identification and tracking of barriers in City facilities		Utilize newly developed computer based program for accessibility auditing within City facilities and provide electronic barrier data management.
Retrofit Program Barrier removal General. To remove barriers in City buildings as part of City’s response to AODA	Utilize approved budget and conduct retrofit work to remove barriers identified through audits of existing City facilities and play structures/pathway systems.		Accessible Washrooms: Create Barrier Free Washrooms in at least 5 City Facilities Miscellaneous Power Door Operators: Install power door operators at a minimum of 12 facilities Billings Estate Museum Miscellaneous Accessible Upgrades: Provide barrier free exterior pedestrian routes throughout the complex, including the provision of parking and loading areas Accessible Parking, Curb Cuts and Passenger Loading Areas: Provide accessible parking and pedestrian loading areas at 10 facilities Gloucester South Community Centre: Front entrance ramp and Stairs Replacement Heron Road Multi-Centre: Create a Barrier Free front entrance and accessible parking, passenger loading area, side entrance stairs and way finding signage Nepean Sportsplex: Install Lula Elevator main entrance Creative Arts Buildings: Complete preliminary design drawings for various required accessible retrofits of washrooms in various units Richmond Public Library: Create an accessible entrance ramp and parking area Tactile and wayfinding Signage program: Install tactile and Braille signage and wayfinding systems at 12 facilities Sauna retrofits: Provide emergency call stations in saunas at a minimum of 5 facilities Several LULA elevator lifts are being designed for future construction to allow access to otherwise inaccessible floors at various recreation facilities and community buildings. These projects are design only, in hopes of future funding.
City of Ottawa Municipal Accessibility Plan 2010 Built Environment Initiatives
Project Title	Goals	Description
Audible Pedestrian Signals - COMAP 2006-2009	To increase the proportion of intersections equipped with Audible Pedestrian Signals	Audible Pedestrian Signals (APS) – Goal of 50% of all intersections with APS by 2015. Work will continue to increase the proportion of intersections equipped with APS. Audible Pedestrain signals are installed at all new and reconstructed signals as well as the retrofit of existing signals as funding is made available. In 2010, the City will begin to evaluate and test new technologies to enhance audible signalized intersections.
Audible Pedestrian Plan - COMAP 2006-2009	To continue to explore opportunities to improve the availability of public information on the location and use of APS.	Begin working with communications and information technology staff to find appropriate and feasible solutions
Pedestrian Plan - COMAP 2006-2009	To promote walking and transit use through the development of a comprehensive pedestrian plan	The Ottawa Pedestrian Plan provides a vision and policy framework for pedestrian travel, establishes objectives, compiles best practices and standards, and further defines actions and processes for better integrating pedestrian travel into the urban landscape and creating a culture of walking for Ottawa.
Counter modification	Increase service accessibility to those in wheelchairs at 110 Laurier Client Service Centre.	Construction modifications to ensure wheelchair accessible counters at the City Hall Client Service Centre for improved customer service.
City of Ottawa Municipal Accessibility Plan 2010 Built Environment Initiatives
Project Title	Goals	Description
Access to Housing	Assess benchmarking results and identify program development opportunities	Build new affordable housing units of which a minimum 5% will be fully accessible A significant portion will be visit able, the exact number to be determined
Accessible Housing	Increase accessibility in Emergency Shelters	Retrofit one city-owned unit to be fully accessible in Emergency Family Shelters
Cumberland Museum – Community Hall and Leonard Tavern	To make this historic building accessible to a wider public audience to support public programming and events	These buildings are not currently accessible to people with disabilities. Identify options and select a preferred option. Engage a contract for implementation in 2010.

City of Ottawa Municipal Accessibility Plan 2010 Transportation Initiatives
Project Title		Goals	Description
Comprehensive AAccessible Audit / OC Transpo	Conduct an accessibility and evaluation audit of Transit Services.		As per Council’s direction, Transit Services commenced an accessibility and evaluation audit in fall 2009. This is a wide-spectrum audit that will review many facets of the transit operations including: transit facilities accessed by the public, communications and public information, and policies and procedures, used in the provision of both the conventional and Para Transit services. A work plan and implementation schedule to address the deficiencies will be completed by Q2 2010.
Accessible buses/routes	To expand the number of accessible low-floor buses in the transit fleet		Continuing replacement of older buses with new low-floor accessible buses. By the end of 2010, 943 out of a fleet of 1,030 will be low-floor buses. This equals a total of 91.5% buses that are accessible. Not all of the fleet is accessible; however, there are accessible buses on each route.
Ride Free Wednesdays for Seniors	Increase mobility of seniors.		Continue providing seniors with the opportunity to ride the bus at no charge on Wednesday’s all year round.
Travel Training	To provide support to people with disabilities around using transit to travel in the City of Ottawa		Provide 750 travel training passes and training to people with disabilities.
Automated Next Stop Announcement System	To improve accessibility of transit services by removing uncertainty about arrival at destination and transfer points		Automatic Voice Announcement and visual display of approaching bus stop and station names, in two languages, to passengers on all OC Transpo vehicles. By the end of 2010, implementation of this automated system on all low-floor accessible buses and new buses will be completed.

[1] In 2009, the City contracted with the City for All Women Initiative to develop The Equity and Inclusion Lens. Financial support for this initiative was also received from Status of Women Canada.

Corporate Services & Economic Development Committee

SUBJECT:

2. Feedback Mechanism

Customer Service Initiatives

Information and Communication Initiatives

Employment Initiatives

Built Environment Initiatives

Transportation Initiatives

Customer Service

Employment

Built Environment

Transportation

Assistive devices

Communication

Service Animals

Admission fees

Compliance Report

City of Ottawa Compliance Activities Performed/Status

Section 4 – Notice (question 13)

Customer Service Policy Statement:

Documentation

2009 Customer Service Initiatives