Fact Sheet 7. Making face-to-face and telephone-based information accessible
Many people access information by telephone or by visiting local services, such as Citizens Information Centres, Family Resource Centres or local community centres. To make face-to-face and telephone-based information services accessible, staff need to be aware of the different ways in which we communicate to ensure everyone is included.
Making face-to-face and telephone information services accessible is central to quality customer service. Accessible information enables people to access services, rights and entitlements. Some people prefer to get information in face-to-face settings, particularly if the information they need is complex or hard to understand.
How can I make my organisation's face-to-face and telephone-based information accessible?
- Understand the diversity of the individual's needs.
- Be aware of a customer's background, culture, language preference, or disability.
- Think about ways to support your face-to-face information service through video phones, text phones, email, SMS text messaging, the Internet and outreach to socially isolated groups.
- Be aware that people may need different levels of information, ranging from basic information, through detailed interviews and casework, to advocacy and support.
Here are some good practices that can help you to communicate effectively:
- Choose a quiet place to meet with few distractions if possible
- Listen to the customer and identify his or her information needs.
- Treat the customer with dignity, respect and equality.
- Be patient, calm and professional.
- Avoid making assumptions.
- Make the person feel comfortable
- Maintain eye contact, but be aware that some people, for example people with autism, may become uncomfortable with continuous eye contact.
- Do not patronise the person or make judgements about him or her.
- Observe confidentiality.
- Ask the person to tell you the best way you can help. If you are unsure, always ask.
- If you offer help, wait until the person has accepted your offer.
- Advise on options available and take action or make referrals where appropriate.
- Continually check that both of you understand what is being communicated.
- Enable, facilitate or empower the person to make informed choices and take action themselves.
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The Revenue Information Office in Tallaght, Dublin, has been designed to allow ease of access to customers with disabilities. In 2007, it won an NDA Excellence through Accessibility award for this work. Staff were trained to deliver information to people with disabilities and the internal layout and signage were improved so that everyone had access to information and to the office. As a representative from the office stated: "We learned a lot about accessibility, we learnt a lot about disability, we also learned it transcends the workplace. It impacts people's personal lives and affects how they look at people with a disability or other minority groups. The office introduced four self-service PCs at counter level and one at a lower level for wheelchair users. One of these terminals has a large roll ball and keyboard to help people with dexterity difficulties. A customer care kit provides magnifiers and pens with grips to assist people in completing forms in the office. Signage has also been made more accessible." |
The language and expressions you use to describe a person's status, gender, ethnicity, religion, culture or disability are important to inclusive communications. Avoid using stereotypes. Use language that fosters positive attitudes.
It is important also to use 'people first' language. For example, use people with disabilities (instead of 'the disabled'), older people (instead of 'the elderly'), homeless people (instead of 'the homeless') and so on. Being aware of a person's disability, linguistic or other requirements is equally important. For example, many deaf people communicate through Irish Sign Language and are members of a cultural and linguistic community.
While all customers need the same levels of respect, courtesy and listening skills, in some cases you may have to take extra steps to communicate with people with disabilities. Below are some examples of different approaches that you can take. You'll find more information about communicating with people with disabilities in the 'further resources' section at the end of this Fact Sheet.
Communicating with people with disabilities
a) Deaf people and people who are hard of hearing
- Always ask the Deaf person how they prefer to communicate with you.
- Some Deaf people use Irish Sign Language provided through professional interpretation agencies.
- Others may rely on lip reading and/or hearing aids/ Loop Systems, they may request speed text writing as the main form of communication in meeting/ lecture situations.
- To attract a Deaf person's attention, move into their line of vision and wave a hand or tap them on the arm. Never tap them on the shoulder, head, hand or on the back.
- In a room full of people, switching on/off the lights will get everyone's attention.
- Wait until you have the Deaf person's attention before you begin to speak.
- Speak clearly at a normal tone and pace, avoid exaggerated or slow speech or shouting, which can distort lip movements.
- Face the light and reduce any background noise if necessary
- If the Deaf person does not understand the first time, repeat and/ or rephrase if necessary. Using gestures can help.
- Keep your head still and keep fingers, cigarettes, pens etc away from mouth while talking.
- Use written notes to help communication if requested.
- Offer alternative ways of contacting you e.g. mobile text service (SMS) or email
- Use the correct terms for describing people with a hearing loss (Deaf, hard of hearing of deafened).
b) People who are blind or vision impaired
- Greet the person by saying your name, as he or she may not recognise your voice.
- Talk directly to the person rather than through a third party.
- Try to speak clearly and face the person when you speak.
- In a group situation, make sure that everyone is introduced. Address the person with vision impairment by name and say if someone joins or leaves the group,
- Don't be afraid to use terms like 'see you later'. People with vision impairment use these expressions too.
- Before helping a person who is blind or vision impaired, always ask if they would like help. Do not assume what kind of help the person needs.
- If a person says that he or she would like to be guided, offer your elbow. NCBI can offer practical training in how to safely guide a person with impaired vision
- When helping someone, tell them what is around them. Give clear verbal directions, for example, 'the door is to your left'.
- Don't assume that because a person can see one thing that they can see everything. If necessary, ask the person if they can see a particular landmark or object.
- Don't assume that a person using a white cane or guide dog is totally blind. Many people with some remaining vision use these.
- Never distract a guide dog when it is in harness.
- Always let a person with vision impairment know when you are approaching or leaving.
c) People with speech disabilities
- Allow extra time for communications and be patient.
- Be encouraging rather than correcting and don't speak for the person.
- Use notes where necessary
- Never pretend to understand what you have had difficulty understanding.
- Do not rely totally on speech. Note body language, behaviour and other signs which the person is using to communicate with you.
- Allow the person plenty of time to absorb what you have said and to make their response.
- If you are still finding it difficult to communicate with the person ask the person's supporter, advocate, parent, carer, family member or someone who knows them to guide you. This should not be done over the person's head.
- Don't ignore the person or walk away if you don't understand. Tell them that you don't understand and that you are going to find some help.
- When you have received pointers try again to communicate directly with the person. Once you understand the person's unique communicating ability it becomes easier.
d) People with learning/ intellectual disabilities
- Get the person's attention before starting to speak
- Avoid difficult words, terms and jargon. There is always an easier way to explain
- Be patient and allow time to make sure that there is clear understanding.
- Don't pretend to understand if you don't.
- Use clear, simple words and if appropriate, use pictures and symbols.
- Verify responses by repeating questions in a different way.
- Give exact instructions.
- Give only one piece of information at a time, in short sentences.
- Speak directly to the person rather than through a companion, assistant or interpreter.
- Never exclude a person from a conversation about an issue that affects them. Involve the person in any decision and respect their right to choose.
- Remember that adults with intellectual disabilities are adults who have lived experiences which will help them to make choices once they understand their options.
e) People with reduced mobility and people who use a wheelchair
- When talking to someone who uses a wheelchair, try and be at eye level. If you can't do this, step back slightly so that the person does not have to strain his or her neck to see you.
- Carry out an audit of your office (including car parking, ramps, space to navigate a wheelchair, physical obstacles, height of leaflet stands, posters and so on).
f) Communicating with people whose first language is not English
- Try and have interpretation in place.
- Be clear and provide exact instructions.
- In some cases it may be important to work with an advocate or a cultural mediator.
- Use pictures and symbols to identify particular situations or to make complex information more accessible.
- Use the resources which have been developed by organisations working with migrants, for example, the multilingual dictionary produced by the Red Cross or the information cards developed by the Health Services Executive for use in accident and emergency care.
- Develop partnerships with migrant led organisations and organisations that provide information and advocacy for migrants, for example the Immigrant Council of Ireland and the Migrants Rights Centre Ireland.
| Connolly Hospital in Blanchardstown is a member of the National Intercultural Hospitals Initiative, a project of the Irish Health Promoting Hospitals Network. As part of this initiative the hospital produced a multilingual, illustrated communication phrasebook for use by patients and staff. It contains 160 questions translated into 20 languages. It is intended for use prior to requesting the services of an interpreter or while waiting the interpreter's arrival. It is not intended to replace a professional interpreting service. |
Telephone information
Telephone services are particularly important for people living in isolated areas, people who are blind or vision impaired and people who have mobility problems. With the large increase in mobile phone use, text messaging and helplines, the telephone has become an accessible and inexpensive way to get information.
Text messaging is widely used by deaf and hard of hearing people as a quick and easy form of communication. You can advertise a mobile number or introduce telephone landlines that accept and send text messages. Video-phones are important for sign language users as they enable direct communication.
Telephone services can be part of an overall information service or can be standalone. The Telephone Helplines Association in the UK is a source of specialist information on setting up and running non-profit helplines in the UK and Ireland. They have created the following statements about standards for telephone information:
- Finding out about the helpline: There is an effective process that makes existing and potential callers aware of the helpline and what it offers.
- Getting through to the helpline: The helpline is staffed and open as advertised and there is provision for out-of-hours callers and busy times.
- The call – establishing and maintaining interaction: Helpline workers respond to callers with courtesy, establish the nature and content of the call and interact with the caller so that the whole matter can be dealt with in the most effective and appropriate way.
- The call – offering information, advice, signposting and referral. Information and advice that is offered to callers is up-to-date, accurate and appropriate to their enquiry and signposting and referral is made to an appropriate agency.
- Complaints about the service: The help-line has a clear procedure for callers who wish to make a complaint about the service.
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The Citizens Information Phone Service is a national, lo-call telephone service which provides information on the range of social and civil services to people throughout Ireland. CIPS is committed to a service that is available to all, including those who have difficulty using the telephone or email to access the information they need. CIPS
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Training and awareness
A quality customer service that takes account of, and is sensitive to, the needs of a wide diversity of information users includes training and awareness-raising.
- Do not reinvent the wheel. Make use of the wide range of training and other resources that have been developed in areas such as anti-discrimination, disability awareness, Traveller awareness, equality and diversity, and quality customer service.
- Develop training in partnership with organisations and groups representing the people who experience barriers in accessing information (such as disability organisations, Traveller organisations, migrant-led and organisations representing migrants in Ireland).
- Provide customer service training for front-line staff, including reception staff. This training should focus on the communication needs of people with disabilities and people from minority ethnic backgrounds.
- Training should include an understanding of diversity, of user-friendly skills, listening skills, and how to treat people with courtesy, dignity and respect.
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Waterford City Council Library Service won an NDA Excellence through Accessibility award in 2007. The library provides a wide variety of books, magazines, DVDs, music CDs and activities in its three branches. 'Access to All' has been established as one of the key values of the library service. The Central Library has been extensively upgraded to accommodate the needs of customers with disabilities. As a library representative says: "If you can walk in or come into a building and get what you want easily, it creates a much more accessible service to everybody. Having audio books, large print and the accessible technology station close to the front door eliminates a lot of barriers for people. If people have to go straight through a building, up the stairs, up in lifts even, it creates that extra barrier for them that is really unnecessary." The library staff have been through an awareness process which has resulted in them building accessibility into their day-to-day work. This means they now think about how to improve the service's accessibility as part of the whole organisation's culture. |
Develop a customer service plan
Another tool that can help improve customer services in your organisation is a customer service plan. Government departments are required to draw up Quality Customer Service Plans and some government departments are required to publish Disability Plans. It is important to build accessibility into these plans.
- Set out how equality and accessibility can be integrated into your customer services.
- Draw up a customer service action plan, showing how services will be developed within a framework of equality and accessibility.
- Consult with staff and service users to identify the main principles underpinning quality customer services and how you can apply these to all groups, particularly those you do not currently reach.
Further resources
Citizens Information is provided from 268 locations, 106 Citizens Information Centres (54 full-time and 52 part-time) and 162 outreach services. Citizens Information Services provide free, impartial and confidential information face-to-face to the public. You can locate your nearest Citizens Information Centre at 'Find an Address' on www.citizensinformation.ie
The Citizens Information Phone Service operates
Monday to Friday,
9am-9pm (excluding public holidays).
CIPS LoCall number: 1890 777 121
International number: +353 21 452 1600
Fax: 021 452 1604
Email: information@citizensinformation.ie
If you are a person with a disability you may be able to access the support of an advocate from the Programme of Advocacy Services for People with Disabilities in the Community and Voluntary sector. This programme is funded and supported by the Citizens Information Board, contact details of the advocates can be found at CIB funded Community & Voluntary Advocacy Projects or contact the Advocacy Team in CIB on 01 6059000 for further information.
National Council for the Blind of Ireland (NCBI) has Guidelines on meeting and greeting people with vision impairment
National Council for the Blind in Ireland (NCBI) offers disability awareness training
Access Ireland has a list of trained cultural mediators to help information providers make information culturally relevant and understandable. www.accessireland.ie
Telephone Helplines Association in the UK provides specialist information on setting up and running non-profit helplines in the UK and Ireland. www.helplines.org.uk
The Commission for Communications Regulation (ComReg) and the National Disability Authority have produced a Consumer guide to phones and Broadband for older people and people with disabilities
