2009_community_and

Table of Contents

Regional Overview

York Region's 2009 Accessibility Plan Summary

1.	Helping People Live Independently
2.	Making it Easier to Move Around the Region
3.	Making Regional Services More Accessible
4.	Making it Easier to Participate in Regional Gouvernment
5.	Changing Attitudes and Raising Awareness
Conclusion

Departmental Accessibility Plans

Community and Health Services

Corporate Services

Environmental Services

Finance

Office of the Chief Administrative Office

Planning and Development Services

Transportation Services

York Regional Police

Community and Health Services

Environmental Scan

The Community and Health Services Department continues to identify barriers within the themes that people with disabilities in our communities have told us have the greatest impact on their lives. For example:

Helping People Live Independently

We will continue to help people with disabilities live independently in York Region through enhancements to customer service and improvements to accessibility of our social housing units and buildings.

Making it Easier to Move Around the Region

To make it easier to move around the region, we will survey staff of Emergency Medical Services (EMS) to identify physical mobility barriers on EMS emergency vehicles to enhance access by patients and relatives.

Making Regional Services More Accessible

To identify potential barriers in our services and to make our services more accessible, we will review our Application Support Worker Pilot, Breastfeeding Clinics, recreational sport programs for children, printed materials (such as posters, brochures, and promotional materials), and our section of York Region's website.

Changing Attitudes and Raising Awareness

To change attitudes and raise awareness, we will review staff training procedures to ensure employees are learning in an environment that addresses their learning needs. We will do a comprehensive review of our internal departmental policies, practices and procedures to identify gaps and ensure incorporation of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Customer Service Regulation's core principles of independence, integration and equal opportunity.

Our Customers

The Community and Health Services Department provides a wide range of programs and services that promote safe, secure and healthy communities, and respond to the needs of vulnerable residents by supporting health care needs at all stages of life.

We serve people of all ages, including children, youth, and seniors with diverse cultural and religious backgrounds. Our clients may be in need of financial and employment assistance, housing assistance, child care including developmental programming, emergency medical services, long term care, and public health services.

Emergency Medical Services provides emergency and non-emergency land ambulance services to residents and visitors of York Region. Paramedics perform patient assessment, life saving treatment, and provide skills and procedures that require medical oversight along with providing safe and timely transport.

Public Health Services delivers programs and services legislated by the Ministry of Health and Long-Term Care under the Health Protection and Promotion Act, to residents of York Region. Public Health staff strive to ensure that programs and services are delivered in accordance with provincial guidelines.

The Social Services Branch provides employment and financial support to eligible residents of York Region including adults living in domiciliary hostels, and also provides financial assistance and direct developmental programming to children.

Our Housing and Long-Term Care Branch manages social housing through Housing York Inc. and administers social housing through independent non-profit and co-operative housing providers. As well, the Branch manages two long term care facilities. In addition, we provide programs and services that meet the needs of adults and seniors who can no longer live independently. These programs and services focus on promoting the health, safety and independence of residents.

The Strategic Service Integration and Policy Branch provides support to the department, the corporation, and Regional Council by integrating program planning and providing cross-department analysis on policy and legislation that affects community and health services. We also lead accessibility planning for the coordination of the Ontarians with Disabilities Act, 2001 (ODA) and Accessibility for Ontarians with Disabilities Act, 2005 (AODA). This branch also provides program communications, implements community development and investment funding, coordinates homelessness programs and human services planning, and leads emergency social services planning.

The Business Operations and Quality Assurance Branch delivers direct services such as helping clients pursue support income, investigating and collecting revenue owed to the Region, call centre services and referral and application services. We also support the Community and Health Services Department by providing knowledge and skills training for staff, accommodation services, technology support, and ensuring the Department's fiscal integrity through budget development and expenditure control.

Accessibility Statement

The Community and Health Services Department commits to enhancing accessibility for people with disabilities to its programs, services and facilities. In 2009, we will do a comprehensive review of internal policies, practices and procedures to ensure incorporation of AODA Customer Service Regulations core principles of independence, integration and equal opportunity. Our branches will work together to identify, remove, and prevent barriers in our programs, services and facilities.

Community and Health Services
Progress Report on Accessibility Achievements - 2008

Barrier Identified (Gives a description of the barrier and indicates where the barrier was found. For example, was the barrier in a program, service, by-law, policy, practice or facility?)	Barrier Type (Indicates the type(s) of barrier (physical, architectural, informational, communicational, attitudinal, technological, policy/practice)	Disability Type (Indicates the type(s) of disability affected by the barrier (physical, sensory, cognitive, mental illness or other)	How the barrier was addressed (Describes the action taken to identify, remove or prevent the barrier)
Helping People Live Independently
Finalize the process of creating a centralized waiting list for households needing modified housing units.	Policy/Practice	All	People with disabilities can access affordable housing on the centralized waiting lists instead of applying to individual housing providers.
Research the self declared disabilities of tenants reported in Housing York Inc. tenant survey.	Policy/Practice	All	Improved understanding of the needs of tenants with disabilities.
Facility limitation and need to provide greater accessibility in elevators for social housing residents.	Physical	Sensory	An audit was conducted in preparation for the planned recommended upgrade in 2009.
Facility limitation and need to provide greater accessibility in elevators for social housing residents.	Physical	Sensory	The elevators at Elmwood Gardens will have improved lighting, back lit/large buttons and a large digital floor display.
Inadequate lighting levels in common areas of Housing York Inc. property.	Physical	Sensory	Lighting levels have been improved in the common areas of Maplewood Place and the public areas of Heritage East and Fairy Lake Gardens.
Inadequate lighting levels in the suites of Housing York Inc. seniors' buildings.	Physical	Sensory	Lighting levels were upgraded in the suites in nine seniors' buildings.
Inadequate lighting levels during power blackouts.	Physical	All	A new emergency power generator was installed that will keep elevators operating and the hallways and community room lit during a power outage for an unlimited time. This is over and above Building Code requirements.
Facilities limitation and need for greater accessibility to building entrances.	Architectural	Physical	Door openers were installed in Evergreen Terrace and Heritage East.
Fire Alarm Systems in public areas of the Maple Health Centre and the Newmarket Health Centre.	Informational, Communicational	Sensory	A visual alarm feature was added to the fire alarm systems in all public areas of both health centres.
Inadequate washroom facilities in seniors' buildings.	Physical	Physical	Raised toilet seats were installed in all suites in North View Court.
Making It Easier to Move Around the Region
Access to York Region Transit's conventional Travel Training Program for Community Services clients.	Physical, Informational, Communicational, Attitudinal, Policy/Practice, Architectural	All	One Community Services client participated in YRT's Travel Training Program.
Making Regional Services More Accessible
Use of Ontario Works Employment Resource Centres by persons with disabilities.	All	All	The Vaughan office site was used for review as part of a larger targeted employment resource centre initiative. In response to user feedback, furniture located near a computer workstation was moved to enhance accessibility.
Printed materials used in Family and Children's Services branch.	Communicational, Informational	Sensory	Using feedback from clients the program areas are in the process of revising printed materials/brochures to ensure typeface is readable for people with low vision. We expect this to be complete by Summer 2009.
Access to information on the Community Services web pages for people with different types of disabilities.	Informational, Technological	All	Reviewed all programs. Focus tested with a YRAAC member and it was found to be accessible. Ongoing monitoring is underway.
Access to printed materials within Community Services for people with different types of disabilities.	Informational, Communicational	All	Community Services materials are available in different printed formats upon request (e.g.. Large print, Braille). Online formats are compatible with screen reading software.
Child & Family Health parenting programs, brochures, and promotional material.	Informational, Communicational	All	All promotional flyers for prenatal classes include this accessibility statement "We are committed to making our programs accessible to persons with disabilities: identify your needs to us." Review of printed materials for accessibility will continue to be included in plans to revise program materials related to new Ontario Public Health standards.
People who are deaf, deafened or hard of hearing are often under serviced in terms of their access to affordable housing.	Policy/Practice	Sensory	Seven units have been designed to house clients of the Canadian Hearing Society.
Access to Community Services web information for persons with disabilities.	Informational, Technological	Sensory	All programs were reviewed and focus tested with a YRAAC member and the website was found to be accessible. Ongoing monitoring is underway.
Access to Community Services printed materials � format and language.	Informational,	Sensory	Efforts have been made to tailor the language (e.g. Plain Language edits) and format the layout (e.g.,large font) to meet the needs of people with disabilities.
Health Services Fact Sheets.	Informational, Communicational	Sensory	Health Protection has reviewed and revised food safety program fact sheets using the Region's Multiple Formats Guidelines in 2008.
Dental and Nutrition Services web pages.	Informational	Sensory, Cognitive	Web pages for Dental Services were reviewed and revised in 2008 to improve accessibility.
Accessibility of Breastfeeding Clinics.	All	All	Plans to be incorporated into 2009 breastfeeding team plans.
Limited awareness and use of Ontario Works Employment Resource Centres by people with disabilities.	Informational, Communicational, Technological	All	Despite outreach efforts, only a small group of people with disabilities attended our orientation sessions offered. Those who attended received a tour of the facility, overview of written and internet resources, an overview of community supports, and job search strategies. Attendees provided positive feedback regarding job search skills and how to access the labour market.
Making It Easier to Participate in Regional Government
AODA Standards Development Committees.	All	All	Two staff from Community and Health Services participated on the Built Environment and Information and Communications Standards AMO Resource Teams. One staff participated on the AMO Barrier-Free Working Group.
Accessibility feedback mechanism for York Region residents.	All	All	The Customer Service Regulation (AODA) was released in 2008. We are working together with the lead department (Office of the Chief Administrative Officer) to develop a corporate accessible feedback mechanism to meet the requirements of the Customer Service Regulation.
Meetings are not equally accessible to all.	All	All	Flu Clinic sites were chosen with wheelchair accessibility as a key criteria; also, clinic sites are well lit to ensure that individuals can see written information, especially fact sheets and consents. If patients are not able to read the consent and interview questions, the staff will go over the material verbally with clients. Health Protection staff now host public information sessions (e.g., for faith-based groups, special events, information sessions) in facilities that are accessible.
Changing Attitudes and Raising Awareness
Review training materials to identify gaps in training for staff awareness of the needs of Community Services clients with disabilities.	Informational, Communicational, Policy/Practice	All	A review of training materials is underway.
Regional staff and community knowledge of York Region Accessibility Advisory Committee.	Informational	All	A YRAAC brochure will be launched during National Access Awareness Week 2009.
Staff access to resources and information regarding mental illness issues, learning disabilities and chronic diseases.	Attitudinal, Informational	All	Staff resource libraries were created in Ontario Works offices providing staff access to resource and information materials to support clients with issues such as: learning disabilities, mental illness, chronic disease, addiction, domestic violence and family strengthening.
Knowledge of community programs and services for people with disabilities.	Attitudinal, Informational	All	A Community Partners Open House was held to provide information to staff about community services available for people with disabilities. So far we have held two sessions.
Increase workforce diversity within Community Services.	Policy/Practice	All	A Summer Student was hired through York Region Summer Student Program.
Awareness of ODA and AODA legislation.	Attitudinal, Informational	All	Initiative pending redesign of 'Working Together' newsletter.
Need for more staff awareness of customers with disabilities and how best to serve them.	All	All	National Access Awareness Week was promoted with a newsletter and posters.
Increase awareness of staff to the needs of people with disabilities through staff participation in inclusivity training.	Attitudinal	All	62 staff from Community and Health Services have completed the 'Just Ask' inclusivity training.

Community and Health Services
Barrier Identification for 2009

By-laws, policies and practices to be reviewed	Methods to be used to identify the barrier	Timing (When will this be completed? The timing for addressing a barrier does not necessarily have to be set within 2009. The nature of the action may be phased in over a number of months or years depending on the resources and priorities of the Department)
Helping People Live Independently
Enhance opportunities for people with disabilities, who receive Ontario Works, to provide input on the services provided.	The establishment of an Ontario Works Reference Group will provide the opportunity for input, enhancing service to people with disabilities.	Q4 � 2009
Effective communication with Long Term Care patients, relatives and people with sensory disabilities.	Consultant to assess any barriers to communication with people with sensory disabilities.	2009
Making it Easier to Move Around the Region
Access to Emergency Medical Service (EMS) vehicles by patients, relatives and people with physical and sensory disabilities.	Survey staff to determine the need for additional step aids.	2009
Making Regional Services More Accessible
Comprehensive review of the recently initiated Application Support Worker Pilot project to determine best practices.	Assess the Application Support Worker Pilot, which assists Ontario Works applicants with disabilities to apply for provincial benefits through the Ontario Disabilities Support Plan, creating better customer service for people with disabilities.	Q4 � 2009
During the website redesign, barriers to accessibility will be reviewed.	Assess the new website to ensure that all information remains accessible.	Q4 � 2009
Changing Attitudes and Raising Awareness
Review department's training procedures to ensure employees with disabilities are learning in an environment that best suits their needs.	Review internal departmental practices to ensure the needs of employees needing training in an alternate format are identified.	2009
Review department's internal policies, practices and procedures to ensure incorporation of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Customer Service Regulation's core principles of independence, integration and equal opportunity.	A comprehensive review of all internal departmental policies, practices and procedures to identify gaps in the core principles of independence, integration, and equal opportunity.	2009

Community and Health Services
Barriers That Will Be Addressed for 2009

Barrier Identified (Indicate where the barrier was found)	Barrier Type (Indicate the type of barrier - physical, architectural, informational, communicational, attitudinal, technological, policy/practice)	Disability Type (Indicate the type of disability affected by the barrier - physical, sensory, cognitive, mental illness or other)	What will be gained by removing or preventing the barrier (Indicate how accessibility will be enhanced by removing or preventing this barrier)	Means to prevent/remove the barrier (Describe what action will be taken to remove and/or prevent the barrier)	Indicators of success (Indicate how customer service will be improved by removing or preventing this barrier. Also indicate any other measure(s) that will be used to determine whether or not the Department was successful in removing and/or preventing this barrier)	Timing (The timing for addressing a barrier does not necessarily have to be set in 2009; the nature of the action may be phased in over a number of months or years depending on the resources and priorities of the Department)
Helping People Live Independently
Inadequate lighting levels in suites of Housing York Inc. seniors' buildings.	Physical	Sensory	Increased safety and independence of seniors with reduced vision.	Update the lighting in the suites of 11 seniors' buildings.	Greater independence for seniors with reduced vision.	Third Quarter 2009
Inadequate lighting in parking areas and walkways at Housing York Inc. buildings.	Physical	Sensory	Increased safety and independence of seniors with reduced vision.	Upgrade lighting in the parking area and walkways. � 55 Orchard Hts.	Greater independence for seniors with reduced vision.	Fourth Quarter 2009
Inadequate lighting in common areas of Housing York Inc. buildings.	Physical	Sensory	Increased safety and independence of seniors with reduced vision.	Replace lighting in common areas. � 84 Oakridge St. � 190 Church St.	Greater independence for seniors with reduced vision.	Third Quarter 2009
Facility limitation and the need to provide greater accessibility in elevators for residents living in Housing York Inc. buildings.	Physical	Physical	Greater independence and accessibility for residents.	Upgrade elevators for greater accessibility for senior residents. � 37 North St.	Greater independence for seniors with reduced vision.	Fourth Quarter 2009
Facility limitation and the need to provide greater accessibility in stairwells for residents living in Housing York Inc. buildings.	Physical	Physical, Sensory	Greater independence and accessibility for residents.	Install new stair treads that will be brighter and provide better grip for seniors using the stairs. � 190 Church St.	Greater accessibility for people with reduced vision and/or a physical disability.	Third Quarter 2009
Inadequate access to affordable housing.	Policy/Practice	All	Improved accessibility to affordable housing offered by housing providers.	Allocate the Housing Innovations Fund to housing providers to conduct accessibility upgrades, repairs and purchase playground equipment.	Greater access to affordable housing for people with disabilities.	Second Quarter 2009
Making Regional Services More Accessible
Access to emergency shelters for people with disabilities.	Architectural	Architectural	People with disabilities will have access to emergency shelters.	Design and construct Leeder Place emergency shelter to accommodate people with disabilities.	Completion of a barrier-free emergency shelter with a modified unit at the newly constructed Leeder Place shelter.	Third Quarter 2009
Inadequate access to affordable housing.	Architectural	Architectural	People with disabilities will have greater access to affordable housing.	Design and construct Mapleglen Residences in Vaughan to accommodate people with disabilities.	Completion of a barrier-free building with five modified units at Mapleglen Residences.	Fourth Quarter 2010
Need to create additional opportunities for people with disabilities receiving Ontario Works to provide input on how best to serve them.	All	All	Programs and services can be created, changed and modified based on input from participants including people with disabilities.	Implement an Ontario Works Consumer Reference Group providing the opportunity for continuous direct input to enhance services including input from people with disabilities.	Recommendations from Ontario Works Consumer Reference Group implemented as appropriate.	Fourth Quarter 2009
Access to recreational programs for children with disabilities.	Policy/Practice	Physical, Cognitive	Equal access to sports and recreational activities for children who have physical or cognitive disabilities from eligible families (e.g. receiving Ontario Works, Child Care Fee Assistance under LICO, or Rent Geared to Income).	York Region's role is to provide the financial assistance for the one-to-one staff cost required to access the program. In partnership with York Support Services Network, Municipal Parks and Recreation staff will be trained to deliver safe and quality programming to children with physical or cognitive disabilities.	Eligible families will have the opportunity to enrol their children, regardless of ability or income level, to participate in recreation and sport programs offered by all nine local municipal recreation departments.	January 2009 to December 2009
Accessibility of breastfeeding clinics.	All	All	Continued participation of people with disabilities at breastfeeding clinics.	Continued auditing of clinics using the Region's Accessible Meeting and Multiple Format Guidelines.	The breastfeeding clinic assessment will review accessibility requests from clients along with a review of breastfeeding clinics using the Region's Accessible Meeting and Multiple Format Guidelines.	2009
The implementation of publication standards will increase access to information for people with different types of disabilities.	Informational	All	People with different types of disabilities will be able to access Community and Health Services information more easily.	Implement standards of practice using the proposed Information and Communications Standard for printed material, incorporating plain language and accessible formats (e.g., Braille, large print, PDF, or other ways as requested).	Increase accessibility to services for people with different types of disabilities.	Fourth Quarter 2009
The re-design of the website with focus on accessibility, allowing people with different types of disabilities to see the information and understand it.	Informational, Communicational, Technological	Sensory, Cognitive	People with different types of disabilities will be able to access Community and Health Services information more easily.	Ensure that information posted on the re-designed website is accessible for people who use screen readers and is in a plain language format.	Increased access to information and services for those with cognitive and sensory disabilities.	Fourth Quarter 2009
Access to staff communication/information by staff with low vision.	Informational	Sensory	Staff with low vision will have access to written communication/information in a format that is appropriate to their needs.	All written communication will be available in large font. Staff will have access to information in an accessible format (i.e. verbal, Braille), upon request.	Staff will have access to written communication /information in an alternate format that meets their needs.	Fourth Quarter 2009
Changing Attitudes and Raising Awareness
Awareness among Long Term Care staff regarding the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).	Informational	All	Enhanced staff knowledge of the AODA and how it applies to the work they do.	Addition of an AODA component to the mandatory annual core in-service training program.	Staff knowledge of the AODA will be enhanced, improving their customer service to people with disabilities.	Fourth Quarter 2009
Corporate lead for the coordination and development of policies, procedures and compliance for all regulations under the AODA.	Policy/Practice	All	Compliance requirements will be met, enhancing accessibility for people with all disability types.	The corporate and departmental leads will work together to ensure internal consistency and ensure accessibility.	Compliance requirements of each regulation under the AODA will be met.	Ongoing