AODA: Accessibility for Users with Disabilities, Customer Service Response

Vision

London Public Library is the Community Hub that strengthens individuals, families and neighbourhoods by connecting them to people and to relevant information, collections, programs and resources.

Mission

We are passionate about making a difference in our community, one person at a time, by enriching lives and empowering people through relevant, accessible, high quality library services.

Objective

We understand the diversity of the communities we serve and provide responsive Library services and outreach to meet unique community needs.

We facilitate accessibility through the recognition, removal and prevention of obstacles for individuals with disabilities.

Definition of Disability

Our definition of disability is: any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, and without limiting the generality of the foregoing, including diabetes mellitus, epilepsy, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide or service dog or on a wheelchair or other remedial appliance or device,

• an intellectual development disability
• a learning disability, or a dysfunction in one or more of the processes involved in understanding
• or using symbols or spoken language,
• a mental disorder, or
• an injury or disability for which benefits were claimed or received under the insurance plan
• established under the Workplace Safety and Insurance Act, 1997.

Guiding Principles

Our Shared Values apply to all members of the community including people with disabilities.

A person with a disability has the right to expect service excellence in all aspects of our service delivery in the areas of literacy, learning, culture, leisure and recreation, information and community meeting space.

Audio: Introduction (mp3)

Policies, Practices and Procedures

Opportunity: Ability to access the Policies of London Public Library, generally, and the Accessibility Policy, in particular.

• A copy of the Policy is available to the public via the web site.
• Upon request, staff will print a copy of the policy for the customer.
• Practices and procedures to support the use of the Library by persons with disabilities are noted on the web site and in this document.

Communication with Staff

Opportunity: Ability to communicate verbally with staff while in the location

• staff is trained to provide service using the Libraries for All communication boards, developed in conjunction with the Thames Valley Children’s Centre. These boards are available in every location or may be printed from the web site.

Decals with the Libraries for All logo are visible at all helpdesks. (Add decal image)

Opportunity: Dignity and independence of persons with disabilities; service provision that takes into account the person’s disability

• ular staff training is provided in abilities awareness.
• As a matter of policy, new services are developed keeping in mind persons with disabilities and their access to the service.
• Facilities are designed and upgraded with a view to ensuring FADS standards are met or exceeded.

Audio: Policies and communication (mp3)

Use of Service Animals

Opportunity: Ability to bring a service animal into any location

The use of service animals is supported by the Library’s Charter of Library Use – Rules of Conduct. A copy of this is posted in every location; upon request, staff will print a copy for the public.

Audio: Use of service animals (mp3)

Feedback from the Public

Opportunity: Ability to provide feedback to the library related to goods and services.

• The Library accepts feedback:
  • In person. Any staff member will accept feedback from a customer and will refer to a Supervisor, if requested.
  • In writing. Comment cards are available at all helpdesks in all locations. The card may be given to a staff member or may be added to the box designated for that purpose.
  • By email. Use the Contact button (via the web site), or send mail to info@lpl.london.on.ca.
  • By telephone. 519-661-4600.
  • By TTY. 519-432-8835.
• Feedback is referred to the Supervisor of a location, or to a Manager, Customer Service and Branch Operations, who will respond. Responses are generally returned in the format in which they were received, i.e., emails will be returned by email, in person feedback given by telephone, etc.

Audio: Feedback from the public (mp3)

Disruption of Services

Opportunity: Notification and Provision of Alternatives

• In the event the disruption relates to the Facility, e.g., an elevator out of service, the staff will post a notice on the door that the service is temporarily unavailable, and whatever information we have related to when it will resume. If it is possible to provide a customer service solution, e.g., having a staff person obtain materials from another floor, staff will offer this alternative to the customer.
• In the event the disruption is to an assistive device or software, staff will provide the customer with information relating to alternative resources within the City of London. This information will be in the form of a brochure or will be delivered in person if the written format is not appropriate.
• Notice will also be given on the web site home page.

Audio: Disruption of service (mp3)

Staff Training

Opportunity: Provision of goods and services to persons with disabilities

• Staff are provided training in the following areas:
  • Purposes of the Act. All staff receive an overview of the Act and its regulations. This training shall take place prior to the January 1, 2010 implementation date. New staff is provided with the information during the orientation process.

    o How to Interact and communicate with persons with disabilities. The Mile in My Shoes program is an experiential training designed to promote empathy for persons with disabilities and an understanding of the barriers they experience in using the Library. Information on specific disabilities and how to provide service is included. This program is offered regularly throughout the year.

  • Use of adaptive technology. Any staff member directly involved in the provision of service via adaptive technology is trained in the use of this technology. Other Library staff are provided with information designed to assist in appropriate referrals for service, e.g., when the request is made at a branch and the customer is referred to the wider range of resources at Central. Staff are trained to make relevant referrals to resources and services in the broader community. This training is offered regularly throughout the year.
  • Tracking. Training is monitored and recorded by the Manager, Training and Development.

Audio: Staff training (mp3)

Notification of Availability of Documents

Opportunity: Ability to access documents related to services

• Each location has a printed copy of the document available for perusal by the public. Staff will print a copy of the document upon request.

  • If the person is unable to use a printed copy, staff will provide the customer with an audio version.

• The document is available from the web site in both written and audio formats.

Audio: Notification (mp3)

Core Services – Lending

Opportunity: Ability to sign a Borrower’s Card

• If there is a visual cue that the customer may not be able to sign a Borrower’s Card, staff will inquire if that is the case. In the event the customer is able to signify by an “X” that he or she agrees to the conditions listed on the card, staff will print the patron name on the card and make a note on the file that the customer agrees to the conditions.
• If the customer is unable to signify with an “X”, staff will ask the patron if he or she agrees with the conditions listed on the Borrower’s Card. Upon gaining agreement, the staff member will sign the card, “John Smith per Jane Jones” and note the customer’s agreement in their record.

Opportunity: Receipt of Courtesy Notices

• Customers may receive notices by email (written) or telephone (audio) message. In the event that these formats are not working, staff are available to answer any questions about a customer’s record by email (via the web site) or by phone.

Opportunity: Ability to Use a Public Library to Borrow Materials

• Customers who are unable to visit a location to use library services may contact Visiting Library Service via email (visiting.library@lpl.london.on.ca) or by phone (519-661-6444, between 9 a.m. and 5 p.m., Monday to Friday). Visiting Library offers selection of appropriate materials, delivered to the home.

Audio: Core services: lending (mp3)

Core Services – Collections

Opportunity: Need for multiple formats

• Staff are provided training in the recommendation and use of multiple formats for customers:
  • Large print books and magazines
  • Audiobooks (CD, Cassette, MP3) for adults and children
  • Books in Braille for children
  • CNIB Talking books, Daisy books and VisuNet
  • Closed-captioned Videos and DVDs
  • Described Videos and DVDs
  • E-books (for those who cannot hold a book)
  • VoicePrint – broadcast news reading service
• Information about these formats and how to access them is available on the web site at: http://www.londonpubliclibrary.ca/node/219.
• Staff can recommend the appropriate format upon request. Please note: not all titles are available in all formats.

Audio: Core services: collections (mp3)

Core Services - Reference, Referral and Readers’ Services

Opportunity: Ability to Verbalize Requests to Staff

• Library settlement workers may assist in languages other than English.
• Staff are trained in the use of Libraries for All communication boards to facilitate communication with a customer whose ability to speak is limited.

Opportunity: Matching formats to requests

• Staff are trained to offer the most appropriate format for the use of the customer and to recommend alternative formats as they may be useful, e.g., described videos for someone with limited visual capacity.

Opportunity: Access to the Full Collection

• If the format is unavailable at one location, staff will utilize the transfer system to bring it into the desired location.

Opportunity: Ability to read spine labels and signage

• Staff are trained to take the customer to the desired location and provide support in reading titles and indexes. Staff will ensure the material meets the customer’s need.

Opportunity: Ability to process information

• Staff are trained to make an assessment of the appropriateness of material for the customer’s use. This includes assessing the level of difficulty and whether or not the customer is comfortable with the format provided.

Opportunity: Ability to use a public library to access information

• Information resources are available remotely via the web site and by telephone; programs are offered throughout the system in the use of these resources.

Audio: Core services: reference, referral and readers' services (mp3)

Core Service – Technology Services

Opportunity: Need for adaptive technology

• Each workstation has an icon which gives the user access to all the Accessibility features available through Windows XP: Magnifier, Narrator, display adjustments and keyboard and mouse adjustments to ensure the best possible experience for the customer when using library workstations.
• Adaptive Technology is available to some degree in every location. Full list of available supports.
  • JAWS for Windows - reads onscreen text aloud Assistive Services
  • Kurzweil 1000 - converts scanned text into speech and reads it aloud
  • VERA (Very Easy Reading Appliance) - this device scans and reads documents without the use of a computer
  • ALVA refreshable Braille display - converts text off the screen into a Braille display
  • ET Braille printer - embosses Braille onto card stock paper in a variety of formats
  • ZoomText - computer screen magnification software (all Library locations)
  • Optilec Clear View series - high quality magnifiers of print, available in black and white, and colour displays

    For those requiring audio supports:

  • Assistive Listening Systems for the hard of hearing are available for programs in Meeting Rooms at the Central Library and at Crouch Branch, Masonville Branch and Westmount branch. Please inquire through the Community Outreach & Program Services by calling 519-661-5120.

  For those requiring learning support because of a learning disability or language barrier:

  • TextHELP - highlights onscreen text as it speaks
  • Kidspiration and Inspiration - helps organize thoughts, develop ideas and diagram outlines (Kidspiration is also available at branch libraries)
  • WordQ - writing tool designed for dyslexic or ESL students
  • Kurzweil 3000 - for users with learning disabilities; reads digitally-scanned text while highlighting words onscreen
  • Dragon Naturally Speaking - voice-activated dictation software that can be used to compose letters, operate software or use the Internet.

For those requiring visual supports:

• Volunteer Adaptive Technology Tutors provide one-on-one assistance for people with disabilities attending library programs, events or using Adaptive Technology software. Book an appointment by calling 519-661-4600 or contacting the library via the Contact button on the web site.
• When the technology is unavailable because of maintenance or damage, signage will be posted with alternative points of access in the city of London.

Opportunity: Ability to access information from the web site using a screen reader

• Information on web site will be developed in a format which may be processed by standard screen reader technology.
• Information related to alternate forms of service is clearly accessible on the home page via the link to "People with Accessibility Needs" in the "Information For" box

Opportunity: Ability to receive audio instruction in the use of library resources

• Audio tutorials may be found on the web site for the use of the catalogue and other library resources, such as subscription databases.

Audio: Core services: technology (mp3)

Core Service: Programming and Community Outreach

Opportunity: Ability of children to participate in book-based programs

• In partnership with Thames Valley Children’s Centre, adaptive story times are offered in some locations.
• Storyhours are offered in languages other than English.

Opportunity: Ability to use spaces for programs or rentals

• LPL makes every effort to comply with or exceed FADS standards; spaces are accessible for persons with disabilities.
• The Wolf Performance Hall provides railings and wheelchair spaces for customers with disabilities.

Opportunity: Use of service animals and support persons in programs

• Persons with disabilities may register for library programs online through the library catalogue; a note feature allows the person to indicate his need to have a service animal or support person present. No charge will be made for a support person in the event there is a registration fee for the library-sponsored event.

Opportunity: Knowledge of library programs and services

• LPL staff, in keeping with the library’s Community Engagement strategy, regularly meet with community partners and visit other organizations to provide information about library services and programs. Any organization wishing a visit is welcome to contact the Community Outreach and Programming Department at the Central Library, 519 661-5122.

Audio: Core services: programming (mp3)