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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WELCOME

WELCOME

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:caseycc@casey.vic.gov.au

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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SUPPORT

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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SUPPORT

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 leisure@casey.vic.gov.au.

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MORE INFORMATIONMORE INFORMATION

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: caseycc@casey.vic.gov.auWeb: www.casey.vic.gov.au