INCLUSIVE COMMUNICATION - City of Casey · INCLUSIVE COMMUNICATION Supporting the inclusion of...
Transcript of INCLUSIVE COMMUNICATION - City of Casey · INCLUSIVE COMMUNICATION Supporting the inclusion of...
INCLUSIVE COMMUNICATIONSupporting the inclusion of people with a disability
CONTENTS
WELCOME 3 Introduction3 Purpose4 Acknowledgements4 Disclaimer
COMMUNICATE7 Communicatingwithpeoplewithdisability7 Sayingtherightthing8 Physicaldisability9 Speechimpairment10 Hearingimpairment11 Intellectualdisability12 Visionimpairment13 Mentalillness14 Acquiredbraininjury
SUPPORT 17 Accessobligations17 Customerservice18 Sportandrecreation
MORE INFORMATION 23 MetroAccess24 CommunityStrengthening25 Supportingpublications
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This booklet is available in alternate formats on request. Please contact:CityofCasey
MetroAccess Officer
Tel:(03)97055200
Fax:(03)97049544
TIS:131450
NRS:133677
SpeakandListen:1300555727
Email:[email protected]
INTRODUCTIONInformationfromtheAustralianBureauofStatisticsshowsthatanestimated13,510Caseyresidents-or5.8percentofthepopulation-havedisabilitiescausingprofoundorsevererestrictionofcommunication,mobilityandpersonalself-care.
Overall,approximately19percentofCaseyresidentshaveadisability.Thisfigureincludeschildren,adultsandouroldercitizens.Withacurrentpopulationofapproximately260,000and6000peoplemovingintotheareaeachyear,theCityofCasey’spopulationisforecasttoreachapproximately450,000by2036.
Thisinformationalsoshowsthatthereare21,870residentsinCaseywithdisabilitiesthatcanlimittheircommunityinteraction,educationalopportunitiesandemploymentprospects.
PURPOSEThepurposeofthisbookletistohelpyoufeelcomfortableandconfidentwhenyouinteractwithpeoplewithdisabilitiesincommunitysettings.Itaimstoprovidepracticalandpositiveinformationforpeoplewhohavehadlimitedexperienceconnectingandcommunicatingwithpeoplewithdisabilities.
ThispublicationreflectstheCityofCasey’scommitmenttosupportingthedevelopmentofwelcomingandinclusivecommunitiesforallpeople.
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ACKNOWLEDGEMENTSThisbooklethasbeendevelopedaspartoftheCityofCasey’sMetroAccessprogram,aninitiativefundedbytheDepartmentofHumanServices.
TheCityofCaseywishestoacknowledgethevaluablecontributionofcommunitymemberswhogavefeedbackonformat,designandcontentoftheInclusiveCommunicationBooklet.
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PEAK DISABILITY BODIESAustralian Hearing Visithearing.com.au
Brain Injury Australia Visitbraininjuryaustralia.org.au
Better Hearing Australia Victoria Visitbetterhearing.org.au
CRS Australia Visitcrsaustralia.gov.au
Deaf Australia Visitdeafau.org.au
Department of Education, Employment and Workplace RelationsVisitdeewr.gov.au
Department of Families, Housing, Community Services and Indigenous Affairs Visit fahcsia.gov.au
Guide Dogs Victoria Visit guidedogsvictoria.com.au
Human Rights and Equal Opportunity Commission Visit hreoc.gov.au
Mental Health Council of Australia Visit mhca.org.au
National DisabilitySevices Visit nds.org.au
Spinal Cord Injuries Australia Visit scia.org.au
Vision Australia Visit visionaustralia.org.au
Whencommunicatingwithpeoplewithdisabilitiesthemosteffectiveapproachistobehonest,sensitiveandflexible.Treatpeopleaspeople,regardlessofhowtheylook,speak,dressormovearound.Aboveallberespectful,polite,considerateanddon’thesitatetoaskquestions.
Theacceptedterminology,‘personwithadisability’,putstheemphasisontheperson,notthelimitationsordisability.
Addresspeoplewhohavedisabilitiesbytheirfirstnamesonlywhenextendingthesamefamiliaritytoallothers.
SAY AVOID SAYING
personwithadisability victim,suffersfrom,deformed
personwithcerebralpalsyorvisionimpairmentetc.
afflictedby/with,orblind/can’tsee
personwithaphysicaldisability crippled,thecrippled,crippling,invalid,spastic
personwhousesawheelchair wheelchairbound,confinedtoawheelchair
personwithahearingimpairment,hearinglossor
personwhoisdeaf
deafanddumb,deafmute,mute
accessibleparking,accessibletoilets
disabledtoilets,handicappedparking
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PHYSICAL DISABILITYAphysicaldisabilityisaconditionwhichmaylimitparticipationinoneormorebasicphysicalactivitiessuchasthepersonsabilitytobeindependentlymobile,walking,climbingstairs,lifting,carryingorreaching.
When communicating remember to:
•Communicateateyelevelwiththeperson,sitdownifneeded
•Onlyevertouchorpushaperson’swheelchairifyouareasked
•Don’tshoutwhenspeaking
•Speakdirectlytotheperson,nottosomeonewhomaybewiththem
•Whencrossingakerb,askthepersoniftheywouldliketobepushedforwardorbackward
•Makesurethatpathwaysandaislesareclearandfreefromclutter
•Neverpresumethatbecauseapersonisn’tspeakingthattheycannotunderstandorhearyou
•Trytobepreparedandlearnwhereaccessibleentriesandrampsarelocated
Alwaysrememberthataperson’swheelchairisanextensionofthemselves.Don’tleanorhangontheirchairasthisactioncanbequitedisturbing.
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SPEECH IMPAIRMENTPeoplewithaspeechimpairmentmayhavedifficultyexpressingthemselvesandbeingunderstood.
Peoplewithspeechimpairmentmayuseadditionalmethodsoraidstosupporttheirpreferredcommunicationstyle.Thesemaybebyusingbodylanguage,Auslanorsignlanguage,communicationboardsorvisualprompts.
When communicating try to:
•Beinaquietspace,lessbackgroundnoiseisbetter
•Trynottoraiseyourvoice
•Bepatientandgivethepersonplentyoftime
•Ifyouhaven’tunderstood,askthepersontorepeat
•Askifthepersonhasanalternativemethodofcommunication
•Considerusingapenandpapertocommunicate
•Ifthepersonusesacommunicationpartner,remembertoalwaysspeaktotheperson,nottheirpartner
Whencommunicatingwithapersonwithspeechimpairment,ifyouarehavingdifficultyunderstandingwhattheirmessageis,don’tpretendthatyoudo.Somepeoplemayhavedifficultyunderstandingspeechaswell,butmanydonot,don’tassume.
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HEARING IMPAIRMENTPeoplewithhearingimpairmentmaybeprofoundlydeaforhavemildtomoderatehearingloss.Manypeoplewithhearingimpairmenthavetheabilitytolipread,readwrittentext,writeorspeak.
When communicating always try to:
•Facethepersonthatyouarespeakingwith
•Makesureyourmouthisclearlyvisibletoassistwithlipreading
•Ifyouneedtogettheperson’sattention,waveorgentlytapthemontheshoulder
• Speakinanormalmanner.Shoutingdistendsthelipsanddistortsthesounds-italsoimpliesanger
• Ifthepersonhasasignlanguageinterpreter,speaktotheperson,nottheinterpreter
• Communicatebywritingifspeechisnotworkingforyouboth
• Communicateinawelllitareawithreducedbackgroundnoise
• Useshort,clearsentencesandquestions
Trytorelaxwhilecommunicatingwithapersonwithhearingimpairment.Themoreateaseyoufeel,theeasierconversationwillflow,enhancingunderstanding.Usenaturalgesturesduringconversationasthisaidscommunication.
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Further tools to support communication with people with hearing impairment.
INTELLECTUAL DISABILITYAnintellectualdisabilityissometimesalsoreferredtoasacognitiveimpairment.Peoplewithintellectualdisabilityprocessinformationdifferently.Thiscanaffectthewayapersonlearnsorinteractswithotherpeople.
Peoplewithanintellectualdisabilityvarygreatlyintheirabilities,soyoumustalwaysrespondtotheindividualandnotmakeassumptionsabouttheirneedsandcapabilities.
When communicating and interacting with people with an intellectual disability:
•Speakdirectlytotheperson,nottheirsupportperson,orsomeonewhomaybeassistingthem
•Allowyourselfenoughtime,sothatthepersonmaysettheirownpace
•Beconsiderateofthepersonsneeds
•Bepatient
•Allowthepersontimetoexpresstheirideasandjoinconversation.Don’tfinishsentencesforthem,orrushtheirspeech
•Seekalternatepromptstoincludethepersoninconversation,thismaybepicturesorgestures
• Offertowriteinstructiondown.Ifyouareaskedtodoso,ensureyourinstructionisclearandconcise
Rememberthatallpeople,regardlessofdisability,areindividuals.Everyonedeservesequalrespect.
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VISION IMPAIRMENTManypeoplewithvisionimpairmenthavesomedegreeofsight.Somepeopleuseadditionalaidstoassistthem.Thismaybeaguidedog,awhitecaneortheymaybeaccompaniedbyasightedpersonwhoissupportingthem.
When communicating with a person with vision impairment:
• Introduceyourself
•Useanormaltoneofvoice,visionandhearingimpairmentsarenotrelated
•Ifyouareaskedtoguideaperson,offerthemyourarmandallowthemtobeincontrolofanymovement
•Bespecificwhengivingdirection.Ageneral‘overthere’isnotgoodenough
•Whenseatingavisionimpairedperson,placetheirhandonthebackoftheseatandtellthemyourintention
•Goodclearlightingishelpfulnotonlytothevisionimpairedperson,butyourself
•Ifusingwrittentext,thepreferredfontisblackonwhite
KeepinmindthatifavisionimpairedpersonisaccompaniedbyaGuideDog,thisdogisatwork.Donotpatordistractthedog.
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MENTAL ILLNESSDuringtheirlifetime,oneinfivepeoplewilldevelopamentalhealthissue.Mentalillnesscomesinmanyforms,manyofwhichmaybesuccessfullytreatedand/ormanagedwithcounselling,varioustherapies,supportandmedication.
Changesinexpectedbehaviourareoftentheresultofmentalillnessalteringapersonsthinkingandabilitytoactandrespondtosituationsorcircumstanceinanacceptablemanner.Socialinteractionisoftendifficult.
When interacting with a person who is experiencing mental illness:
•Seetheperson,notthesymptom
•Ifthepersonisdisorientatedorrespondinginaninappropriatemanner,allowthepersonspaceandinitiallyavoideyecontact,touchorconfrontation
•Showunderstandingandcompassion,empathisewithoutnecessarilyagreeing
•Askhowyoucanhelp,theymayaskyoutosimplysitwiththem,orcallanemergencynumbertheyhavewiththem
•Minimiseconfusion,speakinshort,clearsentences,removebackgroundnoiseanddistractions
•Remembertoalwaysremaincalm
• Createanon-threateningenvironment
Wheninteractingwithapersonexperiencingmentalillness,remembertonottakeanythingpersonally.Theiractionsorwordsarerarelydirectedtowardyou,youjusthappentobethere.Respecttheperson’ssituationanddon’tpressurethemintoreceivingassistancefromyouiftheydon’twantit.
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ACQUIRED BRAIN INJURYApersonwithanacquiredbraininjury(ABI)hassustainedtheirinjuryafterbirth.Thismaybetheresultofanaccidentorstroke.AnABImayresultinthelossofsensory,physical,cognitive,emotionaland/orindependentfunctioning.
ApersonwithanABIcanexperiencechangesintheirbehaviourandpersonalityandwellaschangestotheirphysicalandsensoryabilities.Theymayhaveanincreaseddifficultyinaskingfor,retainingandunderstandinginformation.Theymayalsoexperiencedifficultyinfollowinginstructionordirection.
Some points to consider when interacting with a person with an ABI:
• Useeasy,simplelanguage
• Speakclearlyandconcisely
• Don’tjumpfromtopictotopicduringconversation
• Converseinaquietplace
• Reducebackgroundnoiseanddistraction
• Giveyourattentiontotheperson
• Bepatientwiththeperson
• Repeatinformation
• Writedowninformationifneeded
• Don’tassumethepersonhasunderstooddirection
• Don’tassumethatyouhaveunderstoodthemeaningbehindwhatthepersonwassaying
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ACCESS OBLIGATIONSTheVictorianGovernmenthasinplaceaDisabilityFrameworkthatsetsouthowcommunitiesandorganisationscansupporttheinclusionofallpeople.Communityorganisationsneedtodowhateverisreasonabletohelpsupportinclusionofpeoplewithdisabilities.
This includes being able to:
•Safelyenterandleaveabuilding(includinginanemergency)
•Getaroundinsideindependently
•Usethefacilitiesincludingtearoomandtoilet
TheserightsareprotectedbytheDisabilityDiscriminationAct(1992),afederallaw,andtheEqualOpportunityAct(1995),astatelaw.
CUSTOMER SERVICEThepracticeofgoodcustomerserviceisunderpinnedbywelcomingandservingyourclientswithprofessionalismandequality,regardlessofdisability,ethnicity,culturalbackground,languageorfaith.
Bypractisingexcellentcustomerservicetoallpeople,businessesmaybeenhancedbyfurtherrecommendationsbythepublic.Tosupportcustomerserviceforpeoplewithadisability,theCityofCaseyhasproducedaMissed Business Guideforbusinesseswantingtobecomemoreaccessible.
PleasecontactCityofCaseyCustomerServiceforacopyoftheMissed Business Guide:
Tel: (03) 9705 5200 www.casey.vic.gov.au
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SPORT AND RECREATIONPeoplewithdisabilitiesplaysportandrecreationforthesamereasonsaseveryoneelse-forfun,fitness,socialinteraction,selfesteemandthefeelingofbeingapartofthecommunity.
Sportsclubs,leisurefacilitiesandassociationscanplayasignificantroleinengagingpeoplewithadisabilityinthecommunity,aswellgainingthebenefitsofbeinganinclusiveandwelcomingclub.
Why include people with a disability in your club, facility or association?
Includingpeoplewithadisabilityinyourclubororganisationisaboutgivingpeopleanopportunitytoparticipateindifferentways.Thiscouldincludeplayingcompetition,beingasocialmember,supporting,coachingorvolunteeringasanofficialoradministrator.
Sportsclubs,leisurefacilitiesandassociationsbenefitfromencouragingamorediversemembership.Improvingphysicalaccessforpeoplewithadisabilityandbybeingopenandwelcomingmayalsoencourageotherpeopleandsportinggroups/organisationstojoinin.
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Benefits of being an inclusive club include:
• Increasedmembershipandparticipation
• Morediverseclubmembership
• Newvolunteers,officialsandspectators
• Enhancedclubprofilewithinthecommunity
• Inclusiveandsustainableprogramsandcompetitions
• Connectionstolocalcommunitiesandservicenetworks
• Accesstofundingopportunities
TheCityofCaseyAccessforAllAbilitiesprogramcanprovideadviceandtrainingtosportsclubs,leisurefacilitiesandassociationonhowtobecomeamoreinclusiveclub.
For more information please contact the City of Casey Access for All Abilities program on (03) 9705 5200 or email [email protected].
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METRO ACCESSWhat is MetroAccess?
MetroAccesshasbeendesignedtoprovideacomprehensiveresponsetothekeyissuesexperiencedbypeoplewithdisabilitiesinlocalcommunities.MetroAccessisbasedonawholeofcommunityapproachtostrengtheningcommunitiessothattheyaremoreinclusiveofpeoplewithadisability,theirfamiliesandcarers.
TheCityofCaseyMetroAccessProgramisfundedbytheDepartmentofHumanServices(SouthernRegionDisabilityServicesBranch)andisimplementedinpartnershipwiththeCityofCasey.
The key objectives of MetroAccess are:
• Tomobiliseandsupportpeoplewithdisabilitiestooptimiseparticipationinthelifeoftheircommunity
• Tobuildandstrengthenthecommunity’scapacitytoprovidesupporttopeoplewithdisabilitiesandtheirfamilies
• Tofacilitateintegratedlocalcommunityplanningandco-ordinationwhichengagesandinvolvespeoplewithdisabilitiesandtheirfamiliesanddisabilityservices
• Toworkwithsupportproviderstoenhancetheircapacitytoproviderelevantandappropriatesupportinthecommunity
• Toimproveaccesstoinformationaboutrelevantservicesandactivitiesavailabletopeoplewithdisabilitiesintheircommunity
TofindoutmoreaboutMetroAccessintheCityofCaseypleasecontacttheCityofCaseyCustomerService:
Tel: (03) 9705 5200 www.casey.vic.gov.au
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CITY OF CASEY COMMUNITY STRENGTHENING What we do
MetroAccesssitswithintheCityofCasey’sCommunityStrengtheningdepartment.Weencourageandenhancecommunitydevelopmentthroughtheorganisationofarts,eventsandactivitiesforcommunityparticipationandvolunteerparticipation.
Our services
• Communityactivities
• Communitygroupsupport
• Volunteerparticipation
• Communitygrants
• HomeandCommunityCare
Contacting us
ForallenquiriesphonetheCityofCaseyCustomerService:
Tel: (03) 9705 5200 www.casey.vic.gov.au
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SUPPORTING PUBLICATIONS AND WEBSITESForallenquiriesonMetroAccesspublicationsorrelevantpublications(listedbelow)phonetheCityofCaseyCustomerService:
Tel: (03) 9705 5200 www.casey.vic.gov.au
Disability Services Directory
Providesinformationonprogramsandservicesavailableforpeoplewithdisability,theirfamiliesandcarersintheCityofCaseyandneighbouringregions.
Missed Business Guide
Thisguideaimstohelpsmallbusinessownersunderstandhowtoimproveaccesstogoodsandservicesforalargepartofourcommunitythatmaybemissingout-customerswhohaveadisability.
Disability Access and Inclusion Plan
Demonstratesanenhancedawarenessof,andcommitmentto,addressingtheplanning,social,culturalandeconomicbarrierstotheinclusionofpeoplewithdisabilitieswhovisit,liveorworkinCasey.Theobjectivesandstrategiesaredesignedtointegratetheirawarenessintoallresponsibilities,activitiesandservicesofCouncil.
Access for All Abilities Newsletter
Receiveourregularnewsbyemail.Youcanunsubscribeatanytime.
Volunteering with City of Casey
FromdeliveringMealsonWheels,providingrecreationopportunitiesforpeoplewithdisabilities,usingcreativetalentsintheartsorbeinginvolvedinlocalsportingclubsthereisavolunteeropportunitytosuiteveryresident.ThebackboneofthevibrantCaseyCommunityisreinforcedbyalivelycultureofvolunteering.
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Tel: (03) 9705 5200 Fax: (03) 9704 9544 TIS: 131 450NRS:133 677 Speak and Listen: 1300 555 727 Email: [email protected]: www.casey.vic.gov.au