Disability Access and Inclusion plan · relevant staff in accessibility for people with disability....

GESB Disability Access & Inclusion Plan

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GESB Disability Access and Inclusion Plan (DAIP) 2016 -2021 This plan is available in alternative formats such as large print, electronic format (disk or emailed), audio or Braille, on request.


M:\Member Engagement\Digital\Ongoing\001 Content Management\gesb.com.au\01 Members\05 Brochures and forms\Original copies\GESB DAIP 2016-21 Final.docx2

Contents

Background 4

• About GESB 4

• Functions, facilities and services 4

• Planning for better access 4

Access and Inclusion Policy Statement 5

Continued Commitment to Disability Access and Inclusion 6

Review process 7

Community Consultation 7

Findings of the consultation 7

Responsibility for implementing the DAIP 8

Communicating the plan to staff and people with disability 8

Review and evaluation mechanisms 8

Reporting on the DAIP 8

Strategies to improve access and inclusion 10

Appendices: 14

• Appendix 1 – Definitions 14

• Appendix 2 – Supporting Documents 15

Implementation Plan 2016 - 2021 16

Document Authorisation 25



Feedback Welcomed

Any suggestions on how GESB can improve its standard of service to people with disabilities, or feedback on this document is welcomed at any time. All submissions should be forwarded by email to [email protected], or in writing to: Disability Access and Inclusion Plan GESB Level 5 Central Park 152 St Georges Tce, Perth WA 6000 PO Box J 755, Perth WA 6842



Background

About GESB GESB is a WA Government Statutory Authority which provides and manages the superannuation for current and former employees of the WA Public Sector, and their partners. GESB’s focus is on providing value for money super and retirement products, sound investment returns, while delivering friendly and professional service to our members. Functions, facilities and services (both in-house and contracted by GESB) GESB is located at Level 5 Central Park, 152 St Georges Terrace, Perth. GESB is responsible for a range of functions, facilities and services including: Employer and Member Education GESB offers a wide range of free educational seminars to help members and employers, learn more about their superannuation. Seminars take place either on-site or at GESB’s Central Park location. Video conferencing and webinar services are also available. Transition of Superannuation Administration to Link Market Services From 1 July 2014, GESB outsourced its superannuation administration, IT and Financial Services to Link Market Services. As a result of this, Link is now responsible for all member contact matters. Link is required to meet the requirements of GESB’s Disability Access & Inclusion Plan.

Planning for Better Access The 2012 Survey of Disability, Ageing and Carers conducted by the Australian Bureau of Statistics (ABS) estimated that 18.5 per cent of the population has a disability. A disability is defined as ‘any continuing condition that restricts everyday activities’. (see Appendix 1) It is a requirement of the Disability Services Act (1993) that all Local Governments develop and implement a Disability Access and Inclusion Plan (DAIP) that outlines the ways in which they will ensure that people with disability, their carers and families have equal access to its information, facilities and services. With the assistance of appropriate aids and services, the restrictions experienced by many people with a disability may be overcome. (Disability Services Commission) The Act identified specific outcomes for achievement by agencies in providing services to clients with disability. GESB’S DAIP meets the requirements as detailed in the Act.



Access and Inclusion Policy Statement

Policy Statement In accordance with the Disability Services Act, GESB has adopted a Disability Access and Inclusion Policy (DAIP) to ensure people with disability have the same opportunity, as other people, to access our services and information. GESB is committed to consulting with GESB members, the wider community, and disability organisations to ensure members and staff with disability issues are provided with the same access and range of GESB services as other GESB members. GESB is committed to ensuring that its business partners and contractors work towards the desired outcomes in the DAIP. Desired Outcomes GESB is committed to achieving the seven desired outcomes of its DAIP. These are:

1. People with disability have the same opportunities as other people to access the services of, and any events organised by, GESB.

2. People with disability have the same opportunities as other people to access the

buildings and other facilities of GESB.

3. People with disability receive information from GESB in a format that will enable them to access the information as readily as other people are able to access it.

4. People with disability receive the same level and quality of service from the staff of

GESB as other people receive from the staff of GESB.

5. People with disability have the same opportunities as other people to make complaints to GESB.

6. People with disability have the same opportunities as other people to participate in

any public consultation by GESB.

7. People with disability have the same opportunities as other people to obtain and maintain employment with GESB.



Continued Commitment to Disability Access and Inclusion

GESB formalised and implemented its Disability and Access Inclusion Plan in 2011. GESB reports annually to the Department for Disability Services (DSC) and reports progress through its Annual Report. The plan provides a framework for identifying areas where access and inclusion can be improved. Since the completion of the DAIP, GESB has outsourced some of its member activities. GESB has included in the new DAIP strategies to assist our business partner Link to achieve and report on the 7 Outcomes of the plan. The following achievements have been made under the previous plan

• Forms and information brochures are all available electronically and in other formats on request.

• Website redesign in line with the current requirements for public sector agencies. This included provision of an Accessibility link which provides information and assistance in regard to access for people with disability.

• GESB Intelligence introduced – an online tool with fact sheets and links which assist Member Service staff to respond to customers with specific disabilities, such as members with hearing impairment.

• Copies of the DAIP and Complaints process were placed on the Accessibility link page.

• Member statements updated and available in alternative formats. • Major enhancements to GESB Member Online website. • Documents checked to ensure plain English used. • Complaints processes reviewed and monitored and appropriate training provided to

relevant staff in accessibility for people with disability. • Training provided to front line staff on Deafness Awareness and use of Auslan

Interpreters. • Workshop on Understanding Mental Health and Mental Illness in the workplace

provided to staff. Ongoing access to slides for staff on line. • GESB’s staff online compliance program updated to include access and inclusion

information. • Audit of all venues using the Accessible Event Checklists for member events carried

out to ensure access for people of all ages and abilities. This checklist is now incorporated in the process for venue checking and is available for staff on the GESB intranet.

• Alterations made to the main reception to ensure full access to services for members and visitors.

• The DAIP outcomes have been integrated into the GESB staff Induction program.



Review process As part of the consultation process, Human Resources, the Executive team (EMG) staff within the department, who have professional knowledge of disability issues and a representative from our key outsource provider Link, reviewed and evaluated the current plan. The review process included:

• Examination of the impact of the outsourcing project on the DAIP plan and outcomes • Examination of the achievements of the 2011-2016 DAIP • Evaluation of other organisations’ DAIP to assess best practice. • Contact with Training and Development Providers specialising in Access and

Inclusion staff training programmes. • Addition of a new employment strategy in line with Outcome 7 of the DAIP • A review of the complaints mechanism. • Consultation with the Department of Disability Services for advice and information

related to the evaluation and review process. Community Consultation Community consultation for the development of the revised DAIP included the following activities: • The community was informed through our public website of the process to revise the

DAIP to address the barriers that people with disability, their families and carers may face in accessing our services and facilities.

• The community was invited to provide input into the continued development of the

DAIP. A feedback survey was provided via an advertisement in the West Australian Newspapers Public Notices published on Saturday 14th May 2016. Closing date for comments was 6th June, 2016.

• GESB members were invited to participate in the DAIP review to ensure appropriate

representation in the development, implementation, review and evaluation of the plan. Members were informed via the GESB website and invited to comment and participate in the survey provided. The feedback form was available from 9th May until 6th June, 2016.

GESB Members attending Superannuation and Retirement Information Sessions held at Central Park were also provided the opportunity to input to the process. Copies of the feedback form were provided at the time of the sessions over a 4 week period in May/June 2016.

Findings of the consultation All aspects of the community consultation process were undertaken. Whilst there were no responses to the Newspaper advertisement there was a good response from the Members who attended the Superannuation Information seminars. There were several positive responses which demonstrated GESB is in general on track with the current initiatives. The suggestions and ideas for improvement received were noted and will be incorporated in the GESB Implementation Plan.



Responsibility for implementing the DAIP It is a requirement of the Disability Services Act that a public authority must take all practical measures to ensure that the DAIP is implemented by its officers, employees, agents and contractors. Implementation of the DAIP is the responsibility of all branches of GESB. Some actions in the Implementation Plan will apply to all branches while others will apply to a specific branch. The Implementation Plan sets out who is responsible for each action. Human Resources will guide the overall implementation of the plan.

Communicating the plan to staff and people with disability The final version of the Plan was reviewed and endorsed by the EMG. The endorsed DAIP was then submitted to the Disability Services Commission. Copies of the DAIP and the Implementation Plan are available on the GESB Website and Intranet. The Access and Inclusion Member and Community Feedback form used in the consultation phase has been added to the GESB Website for ongoing use and linked to the Member Education information sessions feedback process. Review and evaluation mechanisms The Disability Services Act sets out the minimum review requirements for public authorities in relation to DAIP’s. GESB’s DAIP will be reviewed at least every five years, in accordance with the Act. The DAIP Implementation Plan may be amended on a more regular basis to reflect progress and any access and inclusion issues which may arise. Whenever the DAIP is amended, a copy of the amended plan will be lodged with the Disability Services commission. Monitoring and reviewing • The Disability Access and Inclusion Planning group will meet annually, to review the

effectiveness and progress of the implementation of strategies identified in the DAIP. • A report will be provided to the Executive for formal endorsement each year on the

implementation of the DAIP. A copy will be provided on the GESB internal website for staff.

Reporting on the DAIP The Disability Services Act sets out the minimum reporting requirements for public authorities in relation to DAIPs. GESB will report on the implementation of the DAIP through its Annual Report and the prescribed progress report template to the Disability Services Commission by 31 July each year, outlining: • progress towards the desired outcomes of its DAIP; • progress of its business partners and contractors towards meeting the desired

outcomes; and • the strategies used to inform its business partners and contractors of its DAIP.



Implementation Plans will be amended based on the feedback received and copies of the amended Implementation Plan, once endorsed by the GESB Executive, will be available to members in alternative formats.



Strategies to improve access and inclusion

As a result of the consultation process the following overarching strategies will guide tasks, reflected in the Implementation Plan, that GESB will undertake from 2016 – 2021 to improve access to its services, buildings and information. The seven desired outcomes provide a framework for improving access and inclusion for GESB members with disabilities.

Outcome 1: People with disability have the same opportunities as other people to access the services of, and any events organised by, a public authority.

Strategy

Ensure GESB staff and those of our business partners and contractors are made aware of their responsibilities consistent with the legislation, the DAIP and other relevant standards and guidelines. Review and monitoring of GESB business partners in relation to services provided to GESB members and the general public to ensure ongoing equitable access and inclusion. Provide opportunities for people with disability to comment on access to services and advice provided by GESB. Ensure that information and educational seminars continue to be accessible to people with disability.

Outcome 2: People with disability have the same opportunities as other people to access the buildings and other facilities of a public authority.

Strategy

Ensure that all buildings and facilities are physically accessible to people with disability. Ensure any new leases take into account the needs of people with disability.

Continue to monitor and act on ensuring buildings, parking bays, toilets and other facilities are physically accessible and available to people with disability.



Outcome 3: People with disability receive information from a public authority in a format

that will enable them to access the information as readily as other people are able to access it.

Strategy

Improve member and community awareness and knowledge of GESB information being available on request in alternative formats. Improve and encourage ongoing staff awareness of access and inclusion needs for people with disability. Ensure staff are kept informed of changes made to member documentation in alternative formats they can use to provide information to people with disability. Continue to improve GESB’s website to ensure it meets contemporary needs and good practice.

Outcome 4: People with disability receive the same level and quality of service from the

staff of a public authority as other people receive from the staff of that public authority.

Strategy Continue to embed the DAIP outcomes into related GESB policies, and practices, promoting the prohibition of discrimination of people with disability. Ensure GESB staff and those of our business partners and contractors are made aware of their responsibilities towards people with disability. Monitor feedback on service delivery from customer comments and complaints and action where issues are identified.

Further generate and sustain staff awareness of disability and access issues.



Outcome 5: People with disability have the same opportunities as other people to make

complaints to a public authority.

Strategy Monitor and improve grievance mechanisms to ensure they continue to be accessible for people with disability. Continue to monitor and address complaints received about disability access.

Improve staff knowledge so they can facilitate the receipt of complaints from people with a disability. Ensure that grievance mechanism processes and outcome satisfaction survey forms are available in alternate and accessible formats on request to meet the needs of people with disabilities.

Outcome 6: People with disability have the same opportunities as other people to

participate in public consultation by a public authority.

Strategy Ensure that people with disability are actively consulted about the DAIP and any other significant planning processes. Ensure all public consultation opportunities are clearly advertised in a variety of media. Regularly update consultation methods to ensure needs of people with different communication needs are met by appropriate consultation strategies.



Outcome 7: People with disability have the same opportunities as other people to obtain

and maintain employment with GESB.

Strategy Continue to improve recruitment practices to ensure people with disability are encouraged to apply and considered for employment with GESB. Provide appropriate training in Access and Inclusion strategies as they relate to employment practices. Consult with staff with disability for needs/equipment requirements designed to assist and maintain their employment needs. Ensure that staff with a disability are provided with appropriate development opportunities and training. Continue to review GESB Job Descriptions and advertisement to ensure inclusive and non-discriminatory language is used.



Appendix 1

Definitions The Disability Services Act (1993) defines ‘disability’ as meaning a disability:

a) which is attributable to an intellectual, psychiatric, cognitive, neurological, sensory, or physical impairment or a combination of those impairments;

b) which is permanent or likely to be permanent c) which may or may not be of a chronic or episodic nature; and d) which results in

− a substantially reduced capacity of the person for communication, social interaction, learning or mobility; and

− a need for continuing support services; . Relevant Legislation • Disability Discrimination Act (1992) (DDA) • State Equal Opportunity Act (1984) (EOA) • State Disability Services Act (1993) (DSA) State and Commonwealth legislation recognises that people with disability should have the same opportunities as others to join in all aspects of community life, including access to premises. The DSA and DDA are particularly relevant in this area. The DSA requires State Government agencies and Local Governments to have a Disability Service Plan and to report on the implementation of their plan’s access initiatives in their annual report. The DDA aims to provide uniform protection against discrimination for all people with disability in Australia. The DDA requires that people with disability be able to access any building that the public is entitled to enter and use, and have access to any services and facilities provided in those buildings. The Act applies to all levels of government and the private sector. The DDA allows for individuals to complain to the Human Rights and Equal Opportunity Commission (HREOC) if they consider that they have been discriminated against because of their disability. In certain situations a defence of “unjustifiable hardship” is provided for in the Act. The DDA allows an agency to develop and lodge an action plan that demonstrates the agency’s commitment to accessibility and it may also assist an agency if a disability discrimination action is brought against it.



Appendix 2

Supporting Documents • Disability Access and Inclusion Plans Resource Manual for State Government,

Disability services Commission, Government of Western Australia: http://www.disability.wa.gov.au/dscwr/_assets/main/instructional/documents/pdf/daip_manual-state_govt_(id_3150_ver_1.0.0).pdf

• State Government Access Guidelines for Information, Services and Facilities:

http://www.disability.wa.gov.au/DSCWR/_assets/main/Guidelines/Documents/Doc/SG_access_guidelines_(ID_173_Ver_1.0.1).doc

• The Western Australian Language Services Policy:

http://www.omi.wa.gov.au/resources/publications/Languages/language_services_2008.pdf

http://www.disability.wa.gov.au/dscwr/_assets/main/instructional/documents/pdf/daip_manual-state_govt_(id_3150_ver_1.0.0).pdf

http://www.disability.wa.gov.au/dscwr/_assets/main/instructional/documents/pdf/daip_manual-state_govt_(id_3150_ver_1.0.0).pdf







GESB

Disability Access and Inclusion Plan

Implementation Plan 2016 – 2021



Implementation Plan

The Implementation Plan itemises what GESB will do over the next five years to improve access to its services, information and facilities for people with disabilities. The Implementation Plan is presented using a table to outline:

• individual tasks being undertaken; • a timeline for completion of the individual tasks;

As outlined in GESB’s DAIP, the broad strategies will be completed through the Implementation Plan.



Outcome 1: People with disability have the same opportunities as other people to access the services of, and any events organised by GESB. Strategy Task Task Timeline Ensure GESB staff and those of our business partners and contractors are made aware of their responsibilities consistent with the legislation, the DAIP and other relevant standards and guidelines

Provide updated policy documents and DAIP (2016-2021) to GESB staff via the Internal website. Provide a copy of the updated DAIP and Implementation Plan to GESB business partners.

July 2016

Review and monitoring of GESB’s business partners in relation to services provided to GESB Members and the general public to ensure equitable access and inclusion.

Liaise with Business partners to review their current practices related to DAIP activities. Introduce improved reporting methodology to more accurately determine success of strategies related to accessibility and event activities. Provide Contractors Report and Venue checklists to Business Partners. Action and report findings to GESB EMG and to DSC via annual Progress Reporting.

Ongoing July 2016 July 2016

Provide opportunities for people with disability to comment on access to services and advice provided by GESB.

Survey GESB Members and wider community via the GESB website, Accessibility Link, West Australian Newspaper and at Member Information Sessions.

May/June 2016 And ongoing

Ensure that information and educational seminars where practicable, continue to be accessible to people with disability.

Promote the use of the Accessible Events Checklist (AEC) available on the GESB Internal Website. Provide and promote the use of the AEC to GESB’s business partner Annually monitor the usage and suitability of the checklist.

Ongoing



Outcome 2: People with disability have the same opportunities as other people to access the buildings and other facilities of GESB.

Strategy Task Task Timeline

Ensure where practicable, that buildings and facilities are physically accessible to people with disability.

During the life of the plan GESB is relocating to the David Malcolm Justice Centre (DMJC). This is expected to be around early 2017. As part of its business planning towards transitioning services an assessment will be carried out to check compliance with legislation related to access to the building. Ensure fire wardens are trained in evacuation procedures for people with disability.

Early 2017 Ongoing

Ensure any new leases take into account the needs of people with disability.

Carry out Audit of new facilities in line with the DDA Access to Premises Standard (May 2011) using the Access Resource Kit Checklist.

Early 2017

Continue to monitor and act on ensuring buildings, parking bays, toilets and other facilities are physically accessible and available to people with disability.

Carry out annual premises audit of current building to ensure continued compliance prior to move to new premises.

Ongoing



Outcome 3: People with disability receive information from GESB in a format that will enable them to access the information as readily as other people are able to access it. Strategy Task Task Timeline Improve member and community awareness and knowledge of GESB information being available on request in alternative formats.

Ensure documents, including forms, pamphlets and brochures, carry a notation regarding availability in alternative formats on request. Ensure staff are informed about documentation available in alternative formats they can provide to the members.

Ongoing

Ensure GESB staff and our business partners are kept informed of changes made to member documentation.

Continually measure the effectiveness of GESB member documentation and adjust and update as necessary. Survey staff for customer feedback complaints and ideas received.

Ongoing

Improve and encourage ongoing staff awareness of accessible information needs for people with disability.

Conduct disability access training for GESB staff. Include as part of the induction of new employees. Include information on disability access in GESB’s annual Safetrak online compliance tool which is a mandatory requirement for all GESB staff to complete.

June 2016 Ongoing

Continue to improve GESB’s website to ensure it meets contemporary good practice.

Work towards finalisation and introduction of RAW project to provide improved accessibility to the GESB website to meet WCAG 2.0 AA requirement.

Ongoing



Outcome 4: People with disability receive the same level and quality of service from GESB as other people receive from the staff of GESB. Strategy Task Task Timeline Ensure GESB staff and those of our business partners and contractors are made aware of their responsibilities.

Ensure all GESB staff receives updates on training opportunities via Intranet and internal bulletins. Include DAIP awareness information in GESB new staff Induction program.

Ongoing Ongoing

Monitor feedback on service delivery from customer comments and complaints and action where issues are identified.

Ensure feedback processes are regularly monitored. Regularly review complaints received to ensure they sufficiently capture issues raised. Increase avenues for feedback/complaints received. Introduce ongoing Member Feedback survey through the Accessibility link page of GESB Website.

Quarterly Ongoing March 2017

Further generate and sustain staff awareness of disability and access issues.

Review and monitor training opportunities provided to GESB staff to ensure value and currency of service to people with disability. Incorporate access and inclusion issues in GESB’s corporate Safetrac online learning program. Provide targeted learning opportunities to GESB frontline staff and recommend for business partners in customer facing roles.

Ongoing 2016-17 Ongoing



Outcome 5: People with disability have the same opportunities as other people to make complaints to GESB


Monitor and improve grievance mechanisms to ensure they continue to be accessible for people with disability and complaints acted upon.

Review and revise current mechanisms for lodging complaints and act on any findings. Continue to promote accessible complaints mechanisms to members. Investigate alternative complaint formats for wider access to people with disability.

Ongoing

Continue to monitor and address complaints received about disability access.

Incorporate good practice in handling complaints from people with disabilities into induction and disability awareness training.

Ongoing

Improve staff knowledge so they can facilitate the receipt of complaints from people with a disability.

Ensure all GESB staff are provided with regular updates and information on access and inclusion training via the staff Intranet and All of Staff briefings

Ongoing

Ensure that grievance mechanism processes and outcome satisfaction survey forms are available in formats to meet the needs of people with disability.

Ensure grievance mechanism processes are in place. Review and update satisfaction survey forms available to meet the needs of people with disability.

Ongoing



Outcome 6: People with disability have the same opportunities as other people to participate in public consultation by GESB.


Ensure that people with disability continue to be actively consulted about the DAIP and any other significant planning processes.

Promote and advise GESB members through GESB’s website, member education sessions and online surveys that GESB continues to develop its DAIP to address the barriers that people with disability and their families experience in accessing GESB information, services and facilities.

Ongoing

Ensure all public consultation opportunities are clearly advertised in a variety of media.

The DAIP plan and surveys are advertised in the West Australian Public Notices, and through GESB member initiatives such as Member and Community Feedback Forms, GESB website, member education sessions and webinar sessions

May-June 2016 Ongoing

Regularly update consultation methods to ensure needs of people with different communication needs are met by appropriate consultation strategies.

Review survey responses for validity of current methodology and seek to improve and broaden the scope of consultation strategies.

July – August 2016



Outcome 7: People with disability have the same opportunities as other people to obtain and maintain employment with GESB.


Continue to improve recruitment practices to ensure people with disability are encouraged to apply and considered for employment with GESB

Monitor current recruitment activities for compliance and relevance for people with disability. Ensure interviews are held in accessible venues or are available through other methods, eg phone interview, webinar. Consider using external agencies who provide services to GESB who employ people with disability as a further avenue to widen the understanding of GESB staff towards access and inclusion issues.

Ongoing

Provide appropriate training in Access and Inclusion strategies as they relate to employment practices.

Provide training sessions to GESB managers and HR recruitment practitioners on improving methods of attracting, recruiting and retaining people with disability using an approved Disability Employment service.

2016

Consult with staff with disability for needs/equipment designed to assist and maintain their employment needs.

Survey current staff with disability to ascertain current and future needs. Ongoing

Ensure that staff with a disability are provided with appropriate development opportunities, and training.

Maintain links with disability agencies to meet current and new staff requirements in relation to disability access and inclusion.

Ongoing

Continue to review GESB Job Descriptions and advertisements to ensure inclusive and non-discriminatory language is used.

Ensure JDF’s use plain language to describe position details and activities. Review EEO statement for relevance to GESB vacancies.

2017


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Document Authorisation

Related Legislation and Government Policy The following legislation and government policy forms the regulatory framework for this plan: • Disability Discrimination Act (1992) • State Equal Opportunity Act (1984) • State Disability Services Act (1993) Document Authorisation

Date Created: 1 June 2016

Date Effective From: 10 August 2016

Date due for next Review 10 August 2021

Policy Number Not applicable

Document soft copy file path N:\Corporate Services\Human Resources\19_DAIP\110801 GESB DAIP

Document Author Jacky Presbury , Human Resources

Document Owner Jacky Presbury - Human Resources

Document Status Approved GESB Disability Access & Inclusion Plan

Document Owner Signoff Date

Divisional Executive Signoff Date

Date of Next Review 1 May 2021

This document details GESB’s Disability Access & Inclusion Plan. All levels of management and staff are required to actively support its implementation. ………………………………………… Howard Rosario Chief Executive Officer Date: 10 August 2016


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Documentation Revisions Version Date Revision Description Author

(Prepared by) Owner (Authorised by)

Page/s

V1.0 01/05/2007 Disability Access & Inclusion Plan M Gilmore M Gilmore All

V2.0 01/08/2011 Disability Access & Inclusion Plan Jim Kasdorf Jim Kasdorf All

V3.0 01/08/2016 Disability Access & Inclusion Plan Jacky Presbury Gus Dhillon All

2016 GESB

All rights reserved. No part of this publication may be printed, reproduced, stored in a retrieval system, or transmitted, in any form or by any means, without prior permission in writing from GESB. All care has been taken to ensure the accuracy of the information in this document. Due to continuous improvement, the owners reserve the right to modify the information contained herein without notice.

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