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Elements and Performance Criteria

  1. Respond to client inquiry regarding DDA Action Plan.
  2. Collect data and analyse profiles and practices in conjunction with client.
  3. Facilitate client planning processes to achieve DDA objectives.
  4. Assist client to develop a process to implement and review DDA Action Plan.
  5. Assist client to document and lodge DDA Action Plan.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Profile must include information on:

client’s business operations and premises

client’s customer base, including:

existing customers

changing nature of potential customer base

range of potential customers

services offered by client, including:

nature of services

known use of services by customers with disabilities, and frequency of that use

staff profiles.

Work plan must include:

key stakeholders to include in consultation and development processes

consultation processes

checklists or procedures for identifying service and facility barriers

selected research techniques to obtain suitable data for input into the Action Plan.

Barriers to be considered must include:

attitudinal barriers, including:

stereotypes that cause people with disabilities to be perceived:

as different or less capable

according to their disabling condition, rather than as individuals

negative attitudes, such as:

fear or anxiety associated with how to behave or what to expect from a person with a disability

discomfort with or aversion to physical or mental difficulties or weaknesses

communication barriers, including:

organisational information that:

portrays people with disabilities in a negative manner

is not available in alternative formats, such as large print, braille, computer disk, audio tape, or captioning on video displays

organisational marketing strategies that do not advertise the availability of services to people with disabilities

limited or no personnel with experience with assistive technology and practices, such as telephone typewriters, audio-induction loops, and sign language

physical barriers, including:

restricted access to:

areas to which customers are entitled to have access

physical structures, such as doors, steps and stairs

structures designed to deliver services or promote goods, such as service counters, information counters, and display units

confusing or inadequate signage or décor

lack of non-visual guides to assist customers with vision or hearing impairment in wayfinding

lack of accessible paths of travel to and within all spaces of building or premises required by legislation to be accessible

lack of tactile ground surface indicators, security alarm pads, non-visual warning systems, and help points.

Policies and programs must include consideration of the following organisation-specific initiatives that improve access:

remove physical barriers to access:

conduct access audit

implement correctional renovations that remove access barriers to premises and services

remove communication barriers to access:

provide information in alternative formats

improve information technology

improve adequate signage for the vision impaired

train staff in sign language for the hearing impaired

increase disability awareness among staff:

regular disability awareness training and mentoring for existing staff

disability awareness training as a component of new staff induction procedures

recruit and employ people with disabilities

review and evaluate Action Plan progress:

monitor program implementation against targets and timeframes, and evaluating it against Action Plan goals

incorporate Action Plan into mainstream business planning:

integrate Action Plan considerations into business marketing, communication and training programs

inform employees about Action Plan:

disability awareness training that educates staff about their role in implementing the Action Plan

supervisors being accountable for the performance of staff in relation to Action Plan

publicise organisation’s commitment to people with disabilities and associated disability awareness initiatives

develop a complaints procedure for staff and customers with regard to access issues.

Legislative objectives must include:

the DDA

commonwealth, state and territory anti-discrimination legislation and regulations.

Performance Evidence

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also develop a Disability Discrimination Act (DDA) Action Plan for an organisation that complies with Australian Human Rights Commission (AHRC) guidelines.

The above Action Plan must:

be developed in conjunction with client and be based on review of current business practices and customer profile

include:

review of the organisation’s services, facilities, buildings and grounds against regulatory and legislative requirements relating to disability access

evaluation of the provision of access in relation to those requirements, including identification of barriers listed in the range of conditions

application of codes of practice and other regulatory and legislative requirements to plan development processes

review of level of disability awareness of staff

goals and targets to ensure measurable improvements to accessibility

monitoring process and suggested evaluation strategies

grievance policy and mechanisms

timeframes for Action Plan.

In facilitating the development of the Action Plan, the person must:

assist clients to develop and document management-related processes to implement and review the above DDA Action Plan, including:

internal communication strategy

required training and professional development

external communication and marketing strategy

periodic review of Action Plan goals

periodic updating of Action Plan

reflect the impact of the full range of disabilities and the limitations that each disability places on the individual’s ability to access the organisation’s services and facilities

reflect the requirements of the commonwealth DDA or state and territory anti-discrimination legislation covering the development of Action Plans or similar plans

advise on compliance with legislative requirements and usability by people with disabilities

assist clients with documenting and lodging each of the above DDA Action Plans according to established organisational requirements and AHRC published guidelines

fulfil contractual requirements with client

recommend, where required, corrective actions to:

enhance accessibility

overcome areas of access non-compliance, including strategies for alternative means of providing full access for users.

In developing the above plan, the person must:

develop a work plan for the development process

use effective consultation skills with clients and other key stakeholders to confirm and elicit plan information

interpret how the full range of barriers impacts on people with a range of disabilities and impairments

reflect client or stakeholder information requirements

use research skills to source information for input into Action Plan and to assist in developing potential solutions to the provision of adequate access

use measurement tools in line with manufacturer specifications and record collected data accurately

communicate in plain English

meet organisational requirements, including plan format and timeframes.

Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

key requirements of the following legislation, regulations and standards relating to developing a DDA Action Plan:

state and territory anti-discrimination legislation and regulations requiring the completion of Action Plans or similar documents

Australian standards relating to accessibility

Building Code of Australia

Disability Discrimination Act (DDA)

DDA Premises Standards

AHRC guidelines for registered DDA Action Plans

international standards relating to accessibility

work health and safety (WHS) legislation and procedures

disability awareness to inform Action Plan development, including:

range of disabilities to be considered when analysing organisation’s accessibility

disability-specific physical barriers to access

disability-specific minimum requirements for enhancing accessibility

organisational requirements relating to developing DDA Action Plans, including:

client service standards

client privacy, confidentiality and security requirements

procedures for researching and developing organisation-specific plan content

processes for recording collected information and administering plan documentation

procedures for writing, storing and lodging Action Plans

quality assurance requirements

key requirements of professional code of practice for access consultants

key principles and techniques associated with:

consultation processes

change management

coaching

communication, including range of presentation formats for conveying information to participants in Action Plan development process

goal setting

group dynamics and processes

limitations of own work role, responsibility and professional abilities with regard to facilitating the development of a DDA Action Plan.