Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with invisible disabilities. In our last article, we described some invisible disabilities. In this article, we outline some best practices for serving customers with invisible disabilities in the COVID-19 pandemic.
All posts by Lisa Kovac
Customers with Invisible Disabilities in the COVID-19 Pandemic
As Ontarians continue physical distancing in response to the COVID-19 pandemic, essential services are offering hours of service especially for seniors and customers with disabilities. During these times, only customers who are seniors or who have disabilities are allowed to come into stores. As a result, store staff must understand that they cannot always tell by looking at a person whether or not that person has a disability. The term “disability” often brings to mind visible disabilities. In other words, staff can tell that a customer has a disability if they use an assistive device or a service animal. However, many people with disabilities do not use assistive devices or service animals. Instead, their disabilities are invisible. Nonetheless, providers must offer accessible service to customers with invisible disabilities in the COVID-19 pandemic.
Communication Devices in the COVID-19 Pandemic
The Customer Service Standards of the AODA state that service providers must communicate with customers in ways that take their disabilities into account. For instance, some customers will need information in accessible formats, such as Braille, large print, or accessible websites. Likewise, some customers will need communication supports, such as American Sign language (ASL) interpretation, speechreading, or captioning. In addition, providers must serve customers who use communication devices. When people think of communication devices, they may think of in-person interactions with someone using a hearing aid or a communication board. However, there are many other ways to make communication accessible remotely. As a result, organizations should be committed to serving people who use communication devices in the COVID-19 pandemic.
Communication Supports in the COVID-19 Pandemic
The Information and Communications Standards of the AODA state that organizations must create, provide, and receive information and communications that people with disabilities can access. This mandate includes the need to provide communication supports. Communication supports are ways for people to access verbal or audio information visually. When people think of communication supports, they may picture supports for in-person communication, such as American Sign language interpretation at live events. However, there are many other ways to make communication accessible both in-person and remotely. As a result, organizations should commit to making information available with communication supports in the COVID-19 pandemic.
Accessible Formats in the COVID-19 Pandemic
The Information and Communications Standards of the AODA state that organizations must create, provide, and receive information and communications that people with disabilities can access. This mandate includes the need to present printed information in accessible formats. Accessible formats, sometimes called alternate formats, are ways of presenting printed, written, or visual material so that people with print disabilities can access it. When people think of accessible formats, they may picture elements of buildings, such as Braille elevator buttons or large-print signs. However, there are many other ways to make printed information accessible remotely. As a result, organizations should commit to making information available in accessible formats in the COVID-19 pandemic.