2010_Community_and_Health

Table of Contents

Regional Overview

York Region's 2010 Accessibility Plan

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 Government
5.	Changing Attitudes and Raising Awareness
Conclusion

Departmental Accessibility Plans

Community and Health Services

Corporate Services

Environmental Services

Finance

Office of the Chief Administrative Officer

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

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

Making it Easier to Move Around the Region

Continue to work with community partners to improve customer service to individuals using EMS services that require transport
of assistive devices.

Making Regional Services More Accessible

To identify potential barriers in our services and to make
our services more accessible, the Department has created a Consumer Reference Group to obtain ongoing feedback from Ontario Works participants. In 2010, the Department will conduct a focus group to determine best practices for the Positive Leisure Activities for Children and Youth (PLAY) and the summer camp programs.

Changing Attitudes and Raising Awareness

To change attitudes and raise awareness, the department will continue to review staff training procedures to ensure employees are learning in an environment that addresses their learning needs.

Conduct 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) Accessibility Standards for Customer Service Regulation's core principles of independence, integration and equal opportunity.

Conduct a review of internal departmental policies, practices
and procedures against the corporate Accessible Customer Service Policy.

Accessible Customer Service is the Law

The Accessibility Standards for Customer Service Regulation (Ontario Regulation 429/07) is the first standard to be enacted into law. As a public sector entity, York Region had to comply with the regulation as of January 1, 2010. The timeframe for private and non-profit sector organizations to comply is January 1, 2012.

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.

The department serves 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 development 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. It also provides Service System Management and financial assistance to support child care services along with 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. The Branch also 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 the 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 collaboration, 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, as well as providing 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 including modified work environments, 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 through partnerships with community agencies and by increasing our awareness of the needs of people with both visible and invisible disabilities, so that we can better respond to those needs. In 2010, we will continue to consider accessibility planning as a key component when reviewing, improving and developing our programs and services to ensure our citizens and customers have full access to them. Our branches will work together to identify, remove, and prevent barriers in our programs, services and facilities.

The following is a list of the table header meanings:

Progress Report on Accessibility Achievements - 2009
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.
Barrier Identification for 2010
By-laws, policies and practices to be reviewed	Indicate what will be reviewed to identify barriers.
Methods to be used to identify the barrier	Describe the method used to identify barriers.
Timing	When will this be completed? The timing for addressing a barrier does not necessarily have to be set within 2010. 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.
Barriers That Will Be Addressed for 2010
Barrier Identified	Indicate where the barrier was found.
Barrier Type	Indicate the type(s) of barrier � physical, architectural, informational, communicational, attitudinal, technological, policy/practice.
Disability Type	Indicate the type(s) 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 2010; 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.

Community and Health Services
Progress Report on Accessibility Achievements - 2009

Barrier Identified	Barrier Type	Disability Type	How the barrier was addressed
Helping People Live Independently
Inadequate lighting levels in suites of Housing York Inc. seniors' buildings.	Physical	Sensory	The lighting in the suites of 11 seniors' buildings has been updated providing seniors with greater independence.
Inadequate lighting in parking areas and walkways at Housing York Inc. buildings.	Physical	Physical	Extra lighting has been installed in the parking area and walkways at 55 Orchard Heights Place, Aurora providing seniors with greater independence.
Inadequate lighting in common areas of Housing York Inc. buildings.	Physical	Physical	Lighting has been replaced in the common areas of 84 Oakridge Street, Gwillimbury and 190 Church Street, Georgina improving safety and independence for seniors with reduced vision.
Facility limitation and the need to provide greater accessibility in elevators for residents living in Housing York Inc. buildings.	Physical	Physical	The elevators at 37 North Street, Georgina have been upgraded by Housing York Inc. resulting in greater independence for seniors with reduced vision. Upgrades included both audio and visual improvements, including: Improved lighting Backlighting on buttons Braille on buttons Digital numerical display Digital/verbal notification when passing every floor
Facility limitation and the need to provide greater accessibility in stairwells for residents living in Housing York Inc. buildings.	Physical	Physical Sensory	New stair treads were installed at 190 Church Street, Georgina providing seniors with better grip while using the stairs.
Inadequate access to affordable housing.	Policy/Practice	All	$480,000 of the Housing Innovations Fund was allocated in 2008 and 2009 to conduct nine accessibility upgrades and eight playground upgrades across 13 of York Region's non-profit social housing sites. The nine accessibility upgrades included bathroom modifications in three accessible units, including roll in showers at Annswell Court Foundation in Markham and the installation of a wheelchair accessible ramp and stairs with handrails at Machelle's Corners Housing Cooperative, Aurora and Inter Faith Homes, Newmarket. The eight playground upgrades included the replacement and repair of equipment from wear and tear and to ensure compliance with current playground safety standards.
Access to emergency shelters for people with disabilities.	Architectural	Physical	People with disabilities have access to the newly constructed Leeder Place Shelter, East Gwillimbury (family shelter).
Inadequate access to affordable housing.	Architectural	Physical	Nine units within Mapleglen Residences will be modified to accommodate people with disabilities providing greater access to affordable housing.
Enhance opportunities for people with disabilities, who receive Ontario Works, to provide input on the services provided.	Policy/Practice	All	The Ontario Works Consumer Reference Group was established in one local office and meetings began in fall 2009. Meetings are continuing on a bi-monthly basis.
Effective communication with Long Term Care patients, relatives and people with sensory disabilities.	Communication	Sensory	Assistive listening devices have been purchased for use at both Long Term Care Centres and are available for use by those who have a hearing loss. Communication boards have been developed and are available for use by those who experience barriers to communication as a result of aphasia or other neurologic disabilities.
Making it Easier to Move Around the Region
Access to Emergency Medical Services (EMS) vehicles by patients, relatives and people with physical and sensory disabilities.	Physical	Physical	A bariatric unit has been implemented to assist patients with mobility issues access EMS vehicles.
Making Regional Services More Accessible
Need to create additional opportunities for people with disabilities receiving Ontario Works to provide input on how best to serve them.	All	All	The Ontario Works Consumer Reference Group was established in one local office and meetings began in fall 2009. To create additional opportunities to provide input, plans are underway for the formation of an additional group at another local site.
Access to recreational programs for children with disabilities.	Policy/Practice	Physical, Cognitive	Training of staff for PLAY and Summer Camp programs has been completed with regards to access to recreation programs for children with disabilities. 25 children with special needs participated in Summer Camp in 2009. 23 children with special needs participated in PLAY. 8 participants registered for fall '09 PLAY.
Access to EMS vehicles by patients, relatives and people with mental illness disabilities.	Policy/Practice	Mental Illness	EMS operates under the Mental Health Act consistent with York Regional Police's protocol. This protocol includes professional standards that provide guidance on interacting with individuals with mental illness disabilities.
Accessibility of breastfeeding clinics.	Physical, Informational	All	The Breastfeeding Team used the corporate Accessible Meeting Guidelines checklist to conduct an audit of all four clinic locations (Tannery, Markham, South Service Centre and the Children's Treatment Network site). Many of the accessibility items on the checklist were available. The Breastfeeding Team will continue to use the checklist when selecting future locations for clinics to ensure accessibility.
The implementation of publication standards will increase access to information for people with different types of disabilities.	Informational	All	The proposed Information and Communications Standard has not passed into regulation as of yet. In the interim, CNIB's clear print design standard has been adopted as a guide for the department to use.
Access to staff communication/information by staff with low vision.	Informational	Sensory	Computer stations have been configured to default to a larger display font. All printed materials have been generated (and continue to be printed) in a larger font size.
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	The re-design of the corporate website is in progress. Web pages for Community and Health Services programs and services continue to follow the corporate standard for those who use screen readers: 'alternative tags' on images (text description of image), focus on text based information and fewer tables, option to increase font and to zoom in, and information available in PDF formats.
Comprehensive review of the recently initiated Application Support Worker Pilot project to determine best practices.	Policy/Practice	All	The Application Support Worker pilot was completed. A comprehensive review has been completed to determine best practices.
During the website redesign, barriers to accessibility will be reviewed.	Technological	Sensory	The re-design of the corporate website is in progress. Barriers to accessibility are being identified during this process.
Changing Attitudes and Raising Awareness
Awareness among Long Term Care staff regarding the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).	Informational	All	Training regarding the Accessibility for Ontarians with Disabilities, 2005 (AODA) has been included in the annual core training module and all staff have been trained.
Corporate lead for the coordination and development of policies, procedures and compliance for all regulations under the AODA.	Policy/Practice	All	The Accessible Customer Service Policy which identifies policies, practices and procedures to meet compliance with AODA Accessibility Standards for Customer Service Regulation by January 1, 2010 was approved by Council in November 2009. A compliance monitoring and communications strategy was implemented by end of year. Other standards under the AODA are in development and are being closely monitored. Senior management is provided with ongoing AODA updates as the legislation develops.
Review department's training procedures to ensure employees with disabilities are learning in an environment that best suits their needs.	Policy/Practice	All	Training procedures have been reviewed and alternative formats have been developed to accommodate different learning needs of employees as necessary. A question has been included in the registration process so that employees can identify their specific learning needs prior to attending a training session so that alternate formats can be made available to them.
Review department's internal policies, practices and procedures to ensure incorporation of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Accessibility Standards for Customer Service's core principles of dignity, independence, integration and equal opportunity.	Policy/Practice	All	A review of all internal departmental policies, practices and procedures to identify gaps in the core principles of independence, integration and equal opportunity has been initiated.

Community and Health Services
Barrier Identification for 2010

By-laws, policies and practices to be reviewed	Methods to be used to identify the barrier	Timing
Making Regional Services More Accessible
Communication materials used in Long Term Care and Community programs.	A review of client communication materials in Long Term Care and Community programs using CNIB's Print Design Standard as a guide to identify best practice standards for accessible communication tools.	2010
Communication materials and processes at Housing York Inc. buildings.	A review of current communication materials and processes used in Housing York Inc. buildings will be conducted to ensure all tenants can access tenant information in accessible locations within Housing York Inc. buildings.	2010
Access to recreational programs for children with disabilities.	Conduct a focus group consisting of parents of children with special needs who have participated in the 2009 Summer Camp and PLAY programs. Their input will help determine best practices to improve delivery of the program and enhance access.	2010
Access to (intranet) corporate staff website.	Assess the new website to identify any barriers to identification to ensure all information remains accessible.	2010
Changing Attitudes and Raising Awareness
Incorporate the Accessible Customer Service Policy into specific departmental policies and practices.	Internal departmental policies and practices will be reviewed against the corporate Accessible Customer Service Policy.	2010

Community and Health Services
Barriers That Will Be Addressed for 2010

Barrier Identified	Barrier Type	Disability Type	What will be gained by removing or preventing the barrier	Means to prevent/remove the barrier	Indicators of success	Timing
Helping People Live Independently
Facility limitation and the need to provide greater accessibility in Housing York Inc. buildings.	Architectural	Physical	Greater independence and accessibility for residents.	Construct a link between 55 and 57 Orchard Heights Place, Aurora that will provide tenants of 55 Orchard Heights Place access to an elevator.	Greater accessibility for people with physical disabilities.	2010
Facility upgrades to assist people with physical disabilities in Housing York Inc. buildings.	Architectural, Physical	Physical	Greater independence and accessibility for residents.	Conduct bathroom upgrades. 190 Church Street, Georgina 48 Wilsen Road, King 90 Dew Street, King	Greater accessibility for people with physical disabilities.	2010
Facility upgrades to assist people with disabilities in Housing York Inc. buildings.	Architectural, Physical	Physical	Greater independence and accessibility for residents.	Upgrade the entrances at: 64 Patchell Crescent, Georgina 37 Bates Way, Markham	Greater accessibility for people with physical disabilities.	2010
Inadequate access to affordable housing.	Architectural	Physical	People with disabilities will have greater access to affordable housing.	Construct Mapleglen Residences in Vaughan to accommodate people with disabilities.	Completion of a barrier-free building with nine modified units at Mapleglen Residences.	2011
Inadequate access to affordable housing.	Architectural	Physical	People with disabilities will have greater access to affordable housing.	Expand Kingview Court in King by adding 39 seniors units (to the existing 27 units) and installing an elevator. The building will be barrier free and include grab bars in the bathrooms. Four of the units will be modified to accommodate people with disabilities.	Greater accessibility for residents of Kingview Court. Four units will be designated for people with disabilities.	2011
Inadequate access to affordable housing.	Physical	Physical	Improved accessibility in non-profit social housing.	Allocate Federal-Provincial Economic Stimulus funding to non-profit social housing providers to improve accessibility and allow seniors to age in place.	Improved accessibility in non-profit social housing.	2010
Making it Easier to Move Around the Region
Current policies and practices around risk management and safety, along with vehicle limitations prevent EMS staff from loading assistive devices during transport.	Policy/Practice	Physical Other	Improved customer service to individuals using EMS services that require transport of assistive devices.	Develop and implement departmental practice, procedures and protocols concerning the transport of assistive devices. Establish partnership with YRT Mobility Plus Service for transportation of assistive devices from public places within York Region such as sidewalks to local hospitals only.	Improved access to EMS services.	Ongoing
Current policies and practices around risk management and safety, along with vehicle limitations prevent EMS staff from transporting service animals in EMS vehicles.	Policy/Practice	All	Improved customer service to individuals using EMS services that require accommodation to ensure service animals are cared for during transport to destination.	Develop and implement departmental practice, procedures and protocols concerning the transport of service animals. Conduct staff training related to use of harness and "All Dogs Can Bite" workshop.	Improved access to EMS services.	Ongoing
Making Regional Services More Accessible
Expand opportunities for people with disabilities in receipt of Ontario Works to provide input and feedback on how to best serve them.	All	All	The establishment of an additional Ontario Works Reference Group in a second Ontario Works office will provide the opportunity for input, enhancing service to people with disabilities.	Building on the success of 2009, create an additional Ontario Works Consumer Reference Group in one of the local offices to provide the opportunity for continuous, direct customer input and feedback to enhance service including feedback from program participants with disabilities.	Recommendations from local Consumer Reference Group will be implemented as appropriate.	2010
Corporate lead for the coordination and development of policies, procedures and compliance for all regulations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).	Policy/Practice	All	Accessibility will be enhanced in the areas of Customer Service, Information and Communications, Transportation, Employment and Built Environment.	The corporate and departmental leads will work together to implement the requirements of the regulations under the AODA across all departments.	Compliance requirements of each regulation under the AODA will be met.	Ongoing
Access to staff communication and information by staff with low vision.	Informational	Sensory	Staff with low vision will have access to written and digital communication and information in a format that is appropriate for their needs as well as customized screens on computer workstations.	All written communication will be available in large font. Staff will have access to information in an accessible format (i.e., verbal, large print) upon request. Computers will be defaulted to large text/icon display.	Staff will have access to written and digital communication and information in an alternate format that meets their needs.	2010
Provide ongoing support to the York Region Accessibility Advisory Committee (YRAAC).	Policy/Practice	All	Barriers to accessibility will be identified, prevented and/or removed, and compliance requirements will be met, enhancing accessibility for people with all disability types.	Staff will support YRAAC's efforts to advise Regional Council on annual accessibility plans as required under the ODA and review and advise Council on compliance with AODA standards.	Compliance requirements for the ODA and each regulation under the AODA will be met.	Ongoing
Eliminate accessibility barriers on (intranet) corporate staff website.	Informational, Communicational, Technological	Sensory, Cognitive	Staff with different types of disabilities will be able to access Community and Health Services Department information more easily.	Using the results from the review, address identified barriers to ensure that information posted on the redesigned 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.	2010
Changing Attitudes and Raising Awareness
Need for greater staff awareness and sensitivity about how to make programs and services more accessible to people with disabilities.	All	All	Improved customer service to people with disabilities.	Design and implement activities to support and promote National Access Awareness Week in consultation with other departments.	Staff will have access to written and digital communication and information in an alternate format that meets their needs.	2010

Community and Health Services

Environmental Scan

Helping People Live Independently

Making it Easier to Move Around the Region

Making Regional Services More Accessible

Changing Attitudes and Raising Awareness

Our Customers

Accessibility Statement

Community and Health ServicesProgress Report on Accessibility Achievements - 2009

Community and Health Services Barrier Identification for 2010

Community and Health Services Barriers That Will Be Addressed for 2010

Community and Health Services
Progress Report on Accessibility Achievements - 2009

Community and Health Services
Barrier Identification for 2010

Community and Health Services
Barriers That Will Be Addressed for 2010