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Ontario Mainstreet Accessibility Awards 2006

Criteria and Guidelines

CATEGORY 1 - SMALL BUSINESS

Small Businesses are divided into four groups:

1) under 1,500 sq ft
2) 1,500 to 3,000 sq ft.
3) 3,000 to 5,000 sq ft
4) 5,000 to 10,000 sq ft.

Awards in each group are divided into 2 categories:

1) Customer Service (examples)
2) Built Environment (examples)

An additional award will be given to one business that has modified or adapted its working environment to promote the inclusion of people with disabilities as employees. (examples)

Examples:

The following examples are provided as a guideline to help you develop your nomination package. Not all points need to be taken into account, and you may have others you wish to include. Depending on the accomodations that have been made, some examples may apply to more than one category.

Customer Service:

Demonstrate measures that have been taken to accommodate the needs of people with disabilities through customer service such as:

  • Communicating a welcoming attitude.
  • Keeping the level of music low enough to be pleasant background noise and not to interfere with customers hearing the staff.
  • If stairs/steps are unavoidable, place key products on the main floor.
  • Place a straight backed chair with no arms inside the store to allow customers to rest then continue to shop
  • Make the aisles as wide as possible
  • Keep aisles clear of clutter or displays
  • Have as high a level of lighting as possible without glare.
  • Avoid glare/highly reflective surfaces around signs.
  • Use simple, clean and large font for all signs or shelf tickets.
  • Use good contrasting colours for any signs or shelf tickets.
  • Wind chimes or piped out music to help locate the entrance
  • Call up/delivery services
  • Web sites for easier navigation
  • Staff attend sensitivity training session
  • Door bells at front door so that people requiring assistance to enter the store can notify staff.
  • Doormats that are flush.
  • Move sandwich board advertisement signs completely away from foot traffic.
  • Mark edges of steps with strong contrast.
  • Offer assistance over steps where stepped access can not be avoided.
  • Offer alternative methods of providing services: such as bringing merchandise to an accessible part of shop, delivering to people's homes or the mail.
  • Offer personal shopper assistance.
  • Ensure that seated customers do not lose their place in line.
  • Lap trays or clip boards (for people that can not bend down to use counter).
  • Alter staff practices: in situations where it is not reasonable to make counter fully accessible. Come out from behind service desk and help in another part of store.

Top of page : Customer Service Examples : Built Environment Examples : Employment Examples

Built Environment:

Demonstrate measures that have been taken to accommodate the needs of people with disabilities through physical accommodations such as:

  • Wherever possible eliminate stairs and steps.
  • Add handrails outside the front entrance regardless of whether there is a ramp or stairs.
  • Make the aisles as wide as possible
  • Have as high a level of lighting as possible without glare.
  • Avoid glare/highly reflective surfaces around signs.
  • Display counters with four inch toe plates for a cane to travel against.
  • Display racks without wire legs that a cane could get caught up in
  • Hanging signs from ceilings at least six and a half feet off the ground
  • Debit controller with raised number pads. The CNIB have stick on bumps that can be added to the control pads so that the buttons can be identified in a tactile manner.
  • Greater use of Picture Symbols on store signs
  • A portion of counter space built at a lower level to accommodate people in wheelchairs.
  • Door bells at front door so that people requiring assistance to enter the store can notify staff.
  • Doormats that are flush.
  • Non-slip/skid treatment to potentially slippery floors.
  • Install alarm systems with both audible and visual cues.
  • Mark edges of steps with strong contrast.
  • Position door handle at a height 1000mm from the ground.
  • Replace door handle by one that is easier to grip such as a D-shape handle and one with better colour contrast (example of products).
  • Highlight hazardous areas.
  • Ensure that announcement systems are both visible and audible
  • Induction Loop (technical equipment) to help those hearing impaired understand.

Top of page : Customer Service Examples : Built Environment Examples : Employment Examples

Employment:

Demonstrate measures that have been taken to modify or adapt the working environment to promote the inclusion of people with disabilities as employees including:

  • The employment environment is accessible for people with disabilities.
  • The employer has a written policy or personal philosophy valuing inclusion.
  • The employer has a written policy or personal philosophy regarding inclusive
    hiring practices.
  • The employee living with a disability can access the building safely and with
    dignity.

Additional Considerations

  • Are there employees who live with a disability?
  • Are there accommodations for the various needs of individuals through flexible hours, job requirements, and possibly support through technology?
  • Is there an inclusive work culture?
  • Are there job testing sites and tools that are accessible or adaptable to a person with a disability?
  • Does the nominee partner with local agencies to help with recruiting persons with disabilities?
  • Is there a retraining program for employees who acquire disabilities?
  • Is there a wellness program?

Top of page : Customer Service Examples : Built Environment Examples : Employment Examples

www.toronto-bia.com

Lists of customer service and built environment examples adapted from: Clarington Business Accessibility Challenge, A Clarington Accessibility Advisory Committee Initiative.