Helping Newcomers with Disabilities Settle and Succeed

1. Helping Newcomers with Disabilities Settle and Succeed DIXIE BLOOR NEIGHBOURHOOD CENTRE Disability Settlement Services

2. Presenter Tara Geraghty – MSW, RSW Disability Settlement Worker • Over 20 years of experience working with children and families who live with disabilities   • Born with some severe disabilities, she has dedicated her professional life to helping others to help people with disabilities integrate on their own terms • Settlement Worker for Dixie Bloor Neighbourhood Centre, helping newcomers with illness /disability concerns to successfully integrate into Canadian Society and our community ,and access the supports they need

3. Objective • To enable settlement workers to address and meet the disability-related needs of clients and to promote their inclusion and active participation in the community • To provide specific information and advice to settlement workers to help them enable clients to meet their settlement and employment goals

4. Definition of Disability • Any degree of infirmity, impairment, malformation or disfigurement caused by bodily injury, birth defect, or illness • Disabilities can be short of long-term • Disabilities can be physical (Arthritis), developmental (Down syndrome), communication (Asperger syndrome), learning (Dyslexia) • Disabilities can be visible or invisible- not all disabilities are readily apparent • This means that potentially each of us could become disabled in some way at any time

5. Needs Of Newcomers With Disabilities THE SAME AS ALL NEWCOMERS HOW YOU MEET THESE NEEDS WILL BE DIFFERENT

6. Profile of Disability in Ontario • Approximately 14.5 per cent (1.8 million) Ontarians have a disability * • The number of people with disabilities increases as population ages. Population projections estimate that by 2021, Canadians aged 65 and older will number close to 6.7 million or about one-fifth of the total population * • Ontarians with disabilities have untapped potential for labour market contributions – unemployment rate of Ontarians with disabilities (26%) is five times higher than unemployment rate of Ontarians without a disability (5%) * • People with disabilities have a spending power of $21-25 billion a year in Canada ** • * Statistics Canada’s Participation and Activity Limitation Survey (PALS) 2001 • ** Royal Bank of Canada Financial Group

7. Definition of a Barrier The social and economic inclusion of persons with disabilities is hindered by barriers A “barrier” is anything that stops a person with a disability from fully taking part in society because of that disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice. Source: Accessibility for Ontarians with Disabilities Act, 2005, Part I, Section 2

8. Examples of Barriers Architectural and physical barriers are features of buildings or spaces that cause problems for people with disabilities. * hallways/doorways too narrow for someone in a wheelchair Information or communications barriers happen when a person can't easily understand information. *websites that cannot be used by someone who cannot use a mouse Attitudinal barriers are those that discriminate against people with disabilities. *assuming someone with a speech impairment can’t understand you Technology barriers occur when a technology can't be modified to support various assistive devices. *a website that does not support screen-reading software Organizational barriers are an organization's policies, practices or procedures that discriminate against people with disabilities. *a hiring policy that does not accommodate disability needs

9. Barriers The disability is NOT the barrier

13. Settlement Services to Newcomers with Disabilities • Facilitates the full participation of Ontarians with disabilities in Ontario’s community and economic life

14. Customer Service Standard • As of January 1, 2008, all organizations in Ontario that provide goods or services to the public, and have at least one employee, will be covered by the Accessibility for Ontarians with Disabilities Act (AODA) . • Under this legislation, organizations will be required to: • Demonstrate a commitment to removing barriers to quality customer service for people with disabilities; • Train employees and volunteers on how to provide accessible customer service • Offer an accessible way for people with disabilities to provide customer feedback and commit to taking action on any complaints; • Provide information on any service disruption that would prevent accessibility for people with disabilities (for example posting signs at the entrance of a building to let customers know that the elevator is temporarily out of service);

15. Customer Service Standard (Continued) • Permit the use of accessibility supports such as service animals, assistive devices and accessibility support persons. • Communicate with customers in a way that takes into consideration their disability while maintaining their independence, dignity, and choice (for example providing a publication in an alternative format, such as audio or large print). • The legislation came into force on January 1, 2008; private businesses and non-profits have until 2012 to comply with the law.

16. Providing Accessible Client Service • Speak directly to the person rather than through their companion or interpreter who may be present. • Offer to shake hands when introduced. People with limited hand use or an artificial limb can usually shake hands and offering the left hand is an acceptable greeting when necessary. • Always identify yourself and others who may be with you when meeting someone with a visual disability. When conversing in a group, always identify the person to whom you are speaking.

17. Providing Accessible Client Service 4. If you offer assistance, wait until the offer is accepted. Then listen or ask for instructions 5. Treat adults as adults. Address people with disabilities by their first name only when extending that same familiarity to all others. Never pat a person in a wheelchair on the head or shoulders as this is patronizing. 6. People with disabilities regard their devices as extensions of their bodies, so do not lean on or move a device without the owner’s permission and direction

18. Suggestions for Communicating with People with Disabilities 7. Listen attentively when talking to people who have difficulty speaking and wait for them to finish. If necessary, ask questions that require short answers or a non-verbal response. Never pretend to understand! Instead, repeat what you think you understand and allow the person to respond. 8. Place yourself at eye level when speaking with someone. 9. To get the attention of someone with a hearing disability, tap the person or wave your hand. Look directly at the person and speak clearly, slowly (but normally) and with appropriate expressiveness. Try to face a light source and keep hands, pens, cigarettes and fool away from your mouth when speaking. Never shout to a person. Just speak in a normal tone of voice.

19. Suggestions for Communicating with People with Disabilities 10. Relax. Don’t be embarrassed if you use common expressions like “See you later” that relate to the person’s disability. 11. Make the effort to provide an equal opportunity to persons with disabilities so that they too can access the goods and services available to others 12. Ask ALL clients about any barriers they may face that may prevent them from comfortably accessing your services (like child care, transportation or other) 13. Allow persons with disabilities to benefit from the same services, in the same place and in a similar way to others

20. How Can Dixie Bloor Neighbourhood Centre Disability Settlement Help Clients • Provide services in various ways – face to face, over the telephone/TTY, and over email – to accommodate mobility or communication issues • Help to fill out forms – for government assistance, health coverage, and many other needs • Provide one-on-one support to individuals with disabilities wanting to access Dixie Bloor’s activities and programs • Provide advocacy for the appropriate provision of benefits in light of disability and immigration status • Information available in multiple formats – our forms are available in Braille, Large Print, and Plain Language • Able to modify client service to meet the unique needs of certain conditions to promote client integration and success • Provide advice on relevant issues such as health coverage, financial assistance, special needs housing, and family sponsorship involving disability, and many other benefits • Strategize with clients around how to meet their needs and set attainable goal • Case management as required by the client

21. How Can Dixie Bloor Neighbourhood Centre Disability Settlement Help You • Can provide site audits to ensure accessibility of your services • Have access to all the required disability benefit forms and in-depth knowledge of how to complete them to maximize the benefit to clients • Can provide information and support to you in working with clients living with medical conditions

22. Who We Serve and Where We refer • We serve newcomers, both ISAP and NSP • We serve individuals and families • We serve people with all conditions, including physical disabilities, mental illnesses, developmental disorders, sensory (hearing, seeing, speaking, dexterity/touch), learning disabilities, • We do community advocacy to ensure that settlement services and disability/healthcare services are appropriate and available to newcomers with medical conditions/disabilities

23. Top Referrals by Age Range

24. Scenarios to Consider 1) You meet with a client for the first time. She is a young woman who comes to see you with her brother. She wants to learn English and heard there is a class offered very near her home. While making arrangements to have tested for the appropriate level, you learn that the testing center does not have a test that accommodates her blindness. • What are your options to help this client? • What would you do? These scenarios are based on actual clients served by the presenter. Names and other identifying details have been removed to protect their anonymity and maintain confidentiality.

25. Scenarios to Consider – Cont’d • A family comes to see you for help to apply for ODSP for the daughter who is almost 21. The mother and daughter were both sponsored 18 months ago by the father. At the time of sponsorship, he had a high-paying job and very good benefits. He lost his job 2 months ago. Mom only works part-time so that she can look after the daughter who has profound disabilities. • What issues are involved • How do you help this family These scenarios are based on actual clients served by the presenter. Names and other identifying details have been removed to protect their anonymity and maintain confidentiality.

27. Call or email me anytime! Tara Geraghty-Ellis Dixie Bloor Neighbourhood Center Disability Settlement Worker 315 -1420 Burnhamthorpe Road East (905) 629-1873 extension 257 Mississauga, ON L4X 2Z9 tgeraghty@dixiebloor.org TTY: (905) 629-3589