championing inclusive fm services jean hewitt cromer portland bifm annual conference oxford 2006
TRANSCRIPT
Championing Inclusive FM services
Jean HewittJean Hewitt
Cromer Portland
BIFM ANNUAL CONFERENCEOxford 2006
BIFM ANNUAL CONFERENCE Oxford 2006
Agenda
Principles of Inclusive Service Managing the Mosaic Key Facts Sensory Impairments Further information
BIFM ANNUAL CONFERENCE Oxford 2006
Principles of Inclusive Customer Services
• Equally welcoming to all• Accepting and Respecting difference• Communication that works
– Good eye & facial contact– Body Language
• Flexibility• Accessible buildings“engaging visitors, not just processing them!”
BIFM ANNUAL CONFERENCE Oxford 2006
The FM’s influence is critical to inclusive service provision:
Reception
Security
Cleaners
Catering
Museum Guides
Trainers/Tutors
Contractors
External Suppliers
Postal Services
Building Services
Caretaking
Staff
BIFM ANNUAL CONFERENCE Oxford 2006
3 keys to managing the mosaic:
1. Not necessarily admiring someone’s views or choices, but respecting other people’s ways, backgrounds, values and beliefs as different (not better or worse).
2. willingness to be flexible & take risk with new values, ideas and feelings
3. Acknowledging what you don’t know or understand, and be interested enough to address that ignorance
BIFM ANNUAL CONFERENCE Oxford 2006
COMMUNICATION
Too much emphasis on difference,provokes stereotyping and allows usto disregard what is similar........... and ignore what we have in common.
BIFM ANNUAL CONFERENCE Oxford 2006
Do our own prejudices prevent good customer service?
• Stereotypes• Disrespecting difference• Showing preference• Taking the easy way• Religion, culture, race, colour, appearance, age,
size, education, class, income, ability, disability
BIFM ANNUAL CONFERENCE Oxford 2006
Another dimension
physical barriers in buildings barriers in the ability to reach barriers to the ability to see barriers to hearing, communication and
understanding
BIFM ANNUAL CONFERENCE Oxford 2006
What is a disability?
“…a person has a disability if they have a physical or mental impairment which has a substantial and long term adverse effect on their ability to carry out normal day to day activities ”
DDA Part 1 - Definition
BIFM ANNUAL CONFERENCE Oxford 2006
…..substantial and long term =
Not minor or trivialUsually lasting more than a year
Recently extended by DDA 2005
Intermittent and progressive conditions included from moment of diagnosis.
BIFM ANNUAL CONFERENCE Oxford 2006
This may cover people with…..
impaired mobility visual impairment (2m) speech impediment hearing loss (9m+ Deaf & HoH) Tinnitus & loss of Balance reduced dexterity (inc RSI) Reduced ability to orientate & wayfind special educational needs incl. Dyslexia
BIFM ANNUAL CONFERENCE Oxford 2006
and also…..
mental health conditions (1 in 4) severe arthritis (90% over 45) long term back problems respiratory and heart conditions epilepsy diabetes incontinence facial disfigurements
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10.5+ million people 50% not readily visible 70% during working lives Increasing Impact –ageing population TABs
BIFM ANNUAL CONFERENCE Oxford 2006
Therefore, an inclusive environment...... requires much more than the removal of
physical barriers.
challenges attitudinal and cultural barriers to ensure important information and services are equally available to all
requires continued diligence
BIFM ANNUAL CONFERENCE Oxford 2006
External routes – unobstructed and dry Management of car parking spaces Internal layouts, spatial arrangements Acoustics and background noise Cleaning times, methodology, materials Maintenance regimes – lighting, HVAC Checking & reviewing assistive aids Controlling signage and displays
Back to welcome screen
The FM championing inclusive The FM championing inclusive servicesservices
BIFM ANNUAL CONFERENCE Oxford 2006
What helps?
Equality Training for Staff
Clearly defined policies on interviewing, mentoring, appraisals and access to the workplace for all staff.
Regular consultation with users
Reviewing procedures & feedback regularly
BIFM ANNUAL CONFERENCE Oxford 2006
The role of Policies & Procedures
Supplements/substitutes for other service provision shortfalls
Flexible to meet diverse user needs
Accommodate most potential users without special attention i.e. assumes variation in people needs and desire for independence
BIFM ANNUAL CONFERENCE Oxford 2006
What helps?
Inviting atmosphere
Minimise distractions & noise
Keep reasonably to time
Flexibility
Keeping visitors informed
i.e. good customer service!
BIFM ANNUAL CONFERENCE Oxford 2006
General Etiquette Tips
Offering assistance Communication
– height, visibility, lighting, style of language, body language, environment
re-evaluation opportunities
BIFM ANNUAL CONFERENCE Oxford 2006
Visual Impairments
(Blind, partially sighted, low vision)
Loss in visual acuity – eg. Macular Degeneration
Loss in visual field – affects peripheral vision eg tunnel vision
Loss in visual field and acuity
VIDEO
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Assistive Technology
Websites, tape recorders
Readers; Audio Guides
Guide Dogs; White Cane
Good signage, swell paper
Tactile indicators/paving, Braille
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Hearing Impairments 9mHearing Impairments 9m About 698,000 severely or profoundly deafAbout 698,000 severely or profoundly deaf
(Deaf, hearing impaired, hard of hearing)
1 in 1,000 born Deaf, 55% over 60
A hearing aid amplifies, but never fully corrects a loss
DUAL SENSORY IMPAIRMENT (DeafBlind) 24,000*
BIFM ANNUAL CONFERENCE Oxford 2006
Communication Forms
Lip-reading (<60% accuracy) Gestures Finger spelling Finger spelling Sign Supported Language British Sign Language (BSL) Written form – pen, Palentype; SMS text, sub-
titles
BIFM ANNUAL CONFERENCE Oxford 2006
What helps?
Maintain face/eye contact Sufficient lighting for lip-reading? Re-phrase rather than repeating lots Sometimes writing things down Plain English Patience!
BIFM ANNUAL CONFERENCE Oxford 2006
Assistive TechnologyVibrating Pagers, pillows, wristwatches
Hearing Enhancement Systems
Portable Loop Conference Board
Infra-red
Induction Loop
BIFM ANNUAL CONFERENCE Oxford 2006
Assistive TechnologyAssistive Technology
Inductive Couplers; Textphones & BT Inductive Couplers; Textphones & BT Typetalk relay service; mobiles (SMS)Typetalk relay service; mobiles (SMS)
Visual alerts to door bells, fire alarmsVisual alerts to door bells, fire alarms
Coupler Textphone
BIFM ANNUAL CONFERENCE Oxford 2006
How inclusive are your services?
Trained staff? Support & Assistance available? Alternative formats offered? Hearing enhancement systems working? Clear notices and signs Unobstructed access maintained
Knowing your buildingsPlanning access AND egress
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Can everyone……?
Get to, into and out of the buildings? Move around inside? Use your facilities? Get out in an emergency? Take part in activities? Feel included and welcomed?
BIFM ANNUAL CONFERENCE Oxford 2006
• It is not a marginal issue.• It will have an increasing impact
Preventing discrimination is about removing the barriers but
– barriers are not always physical
Access is a journey, NEVER a destination!.
BIFM ANNUAL CONFERENCE Oxford 2006
www.bifm.org – access and inclusion group
Disability Rights Commission www.drc-gb.org
Deafness & Hearing Loss www.rnid.org.uk
Visual Impairments www.rnib.org.uk
Cerebal Palsy: www.scope.org.uk
Mental Health www.mind.org.uk
Further Information