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DOLA has a Disability Service Plan and a Languages Services Policy that promote inclusion of all its customers when considering improvements to services and products. Diversity outcomes for customers maintained or achieved this year are summarised below.
Outcome 1: Services are adapted to ensure they meet the needs of people with disabilities.
Staff are encouraged to report any specific services and products that need to be adapted for people with disabilities. There were no reports for improvements this year.
The Customer Feedback Database is monitored for suggestions on improving service delivery and products for people with disabilities. There were no suggestions recorded for improving services or products during 2002-2003.
Occupational Safety and Health Committee (OS & H) representatives audit each physical area of DLI at least annually. Staff have an opportunity to raise any access issues with the representatives or they can be pro-actively identified (by the representative) when doing audits. Any issue identified that cannot be remedied locally is referred to the OS & H Committee to address.
The contents of our web pages and on-line services have been assessed against W3C Web Content Accessibility Guidelines.
Outcome 2: Access to buildings and facilities is improved.
A courtesy wheelchair is available to customers on request at the Information Desk in the Customer Service Hall at Midland.
Emergency evacuation procedures were put in place for people with disabilities, in the event of lifts not working.
Emergency Warning Intercommunication System strobe lights are installed in accessible toilets to alert people with hearing impairment of an emergency evacuation.
Implementation of audio signals/announcements inside and outside the lifts to alert people with vision impairment of the floor and status (ie going up / going down) is scheduled for 2003/2004. A review of the height of lift control buttons for persons utilising wheelchairs and signage designating floor numbering and lift controls is also being undertaken.
Outcome 3: Information and services provided in formats that meet communication needs of people with disabilities
2004 StreetSmart Street Directory depicts traffic lights that have some form of audible (clicking sound) or tactile (dimpled slab surface) pedestrian facility with a thick green circle. (It should be noted that these guides may not include all directions of crossings at the indicated set of traffic lights.)
Better hearing kits providing advice to staff on assisting customers with hearing impairment are located at public counters.
Customers are made aware that information can be made available in alternative formats upon request where practical.
DLI translator database on Lotus Notes also includes those that can communicate using Auslan (for hearing impaired).
Outcome 4: Advice and services are delivered by staff who are aware of and understand the needs of people with disabilities
DOLA staff who are Auslan interpreters are now included on the DOLA Telephone Directory.
Induction Program – The new formal Induction Program has been upgraded to include reporting on Disability Services issues.
Carriage and responsibility of the Disability Services Plan has now been officially allocated to the Diversity Management Committee.
Outcome 5: Opportunities are provided for people with disabilities to participate in public consultation, grievance mechanisms and decision-making processes
Complaint and Customer Feedback mechanisms are available in appropriate formats for people with disabilities.
Contact name, phone and fax number, web site address and telephone typewriter (TTY) number are included on all printed pamphlets and publications (including letterhead).
DLI translator database on Lotus Notes also includes those that can communicate using Auslan (for hearing impaired).
Outcome: Language is not a barrier to service for customers with limited English fluency or hearing impairments
Better Hearing Kits are available in customer service areas in metropolitan and regional offices.
A Language Skills Register is maintained that lists staff who can speak, read or write in languages other than English, to assist customers in the first instance. Forty-four staff are available to assist in over 20 languages. This assistance does not replace access to the Commonwealth Translating and Interpreting Service.
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