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GUIDE TO WELCOMING
PEOPLE WITH
DISABILITIES IN
ONTARIO’S EMERGENCY
RECEPTION CENTRES
JUST IN TIME MANUAL
for emergency centre staff
This document was developed in partnership
with the Accessibility Directorate of Ontario,
Ministry of Community and Social Services,
through an EnAbling Change Partnership
Program. The Inclusive Emergency
Preparedness Canada (IEPC) is a partnership
between March of Dimes Canada, the
Canadian Red Cross, and The Inclusive
Preparedness Center.
© Inclusive Emergency Preparedness Canada 2010
INTRODUCTION
Ontario’s Emergency Reception Centres
and People with Disabilities
Ontario emergency reception centres provide services to all people who need
them because of an emergency. An emergency centre may be open for a day or
two, or for a longer time depending on the intensity, scope, and effects of the
emergency that endangers people.
To perform their function, reception centres must be accessible to all people –
including people with disabilities – who need their services. While no one expects
luxury accommodations in an emergency reception centre, everyone should be
able to find a centre that respects their dignity and independence. Ontario
reception centres are committed to accommodating people with disabilities, in
similar ways and in the same places as everyone else.
Some reception centre managers, staff and volunteers may have little experience
working with people with disabilities. They can avoid problems by learning simple
techniques in advance for assisting people who use wheelchairs or scooters,
have vision loss, are deaf or hard of hearing, or who have significant but less
visible disabilities. Centre workers do not have to become experts in disabilities,
they just need to learn effective ways of listening to people with disabilities,
assisting them when help is needed, and providing information and directions in
useful formats. For people with disabilities who come to a centre, like everyone
else who comes, asking “May I help you?” is the first step in providing accessible
centre services This document is designed to be carried by reception centre
workers and provides information on interacting with people with disabilities.
Centre Statement of Commitment to the
Ontario Customer Services Standard
What is laid out below is a draft statement of commitment that each reception
centre management/organization (or emergency centre provider) might consider
adopting and putting into practice to meet the new standard.
POLICY, PROCEDURES AND PRACTICE
Emergency reception centres are committed to serving all people, including
people with disabilities. Emergency centre operational policy, procedures, and
practices will be consistent with the customer service standard and will respect
the rights and dignity of all people seeking centre services.
COMMUNICATION
Emergency reception centre staff will communicate with a person with a disability
in a manner that takes into account the person’s disability. Emergency centres
will offer multiple means of communication. Staff and volunteers will be trained
how to communicate effectively and politely with people with various types of
disabilities.
ASSISTIVE DEVICES
Emergency reception centres will allow people to use their own personal
assistive devices to access centre services. Staff will be trained and become
familiar with assistive devices frequently used by people with a disability. When a
centre provides assistive devices such as wheelchairs or lifts, centre staff and
volunteers will be trained to use those devices.
DOCUMENTATION
Emergency reception centres are committed to providing accessible information
to all people. Documentation will be available in multiple formats, including large
print, audio and picture text formats. Documentation will be in a format that takes
into account the person’s disability.
SERVICE ANIMALS
Emergency reception centres are committed to welcoming people with disabilities
who are accompanied by a service animal. Staff will be trained to interact
properly with a person accompanied by a service animal, and centres should
arrange for accommodations for the service animal.
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An animal is a service animal for a person with a disability:
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If it is readily apparent that the animal is used by the person for reasons
relating to his or her disability; or
If the person provides a letter from a physician or nurse confirming that the
person requires the animal for reasons relating to the disability.
Disclosure or identification of the specific disability that the service animal is
being used for is not a requirement and this information is protected as private
and confidential of the person with the disability unless the person volunteers the
information. Centre workers should avoid asking or making any assumptions why
a person with a disability may have a service animal accompanying them, and
consider food, water, and other necessary accommodations to the service
animal.
SUPPORT PERSONS
Emergency reception centers are committed to welcoming people with disabilities
who are accompanied by a support person, including family caregivers. Any
person with a disability and his or her support person will be allowed to enter
centres and stay together.
A support person is any person who accompanies a person with a disability in
order to help them with communication, mobility, personal care, medical needs or
other facets of daily living.
NOTICE OF TEMPORARY DISRUPTION
Emergency reception centre staff will provide centre occupants with notice in the
event of a planned or unexpected service disruption in the centre services being
used by people with disabilities.
This notice will include information about the reason for the disruption, its
anticipated duration, and a description of alternative accommodations available.
Service disruption notification systems shall be made available in accessible
formats to facilitate information delivery that accommodate the needs of various
forms of disabilities
TRAINING
Training on how to interact and communicate with people with disabilities will be
available for all emergency reception centre staff as part of general training in
centre policies, practices, and procedures. A Guide to assisting people with
disabilities will be used to deliver the training. A just-in-time training kit for staff
members to use before beginning work and while providing services will be
provided. A trainer’s supplement explaining how to use the Guide and just-in-time
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documents for training will also be provided. Changes and updates in the training
will be made in connection with changes to policies, practices and procedures.
FEEDBACK PROCESS
To evaluate and improve reception centre services, each centre will establish a
process for people to provide feedback on how the centre and its staff provide
services to people with disabilities. Staff will be trained to request and welcome
feedback from any centre users orally, in writing or otherwise. The process will
include information about how the centre will respond to feedback and take
action on any complaints. The process will be publicized in each reception
centre, and information about the process will be made readily available to the
public.
MODIFICATIONS TO THIS POLICY
Emergency reception centres are committed to developing and implementing
customer service polices that respect the personal independence, dignity,
integration and equality of all people. No changes will be made concerning the
operation of centres before considering in detail the impact of the changes on
people with disabilities.
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Words to Use in Speaking With or
About People with Disabilities
Words used when talking to, referring to, or working with a person with a
disability can be appropriate or inappropriate, and will have positive or negative
consequences. Outmoded, disrespectful language can make people feel
excluded and can be a barrier to successful centre operations. Use words and
phrases that show respect for the dignity of people with disabilities. There are no
strict rules of politically correct language you have to learn; just use good
judgment and the general recommendations given here.
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It is rarely necessary to refer to a person's disability at all when you are
talking to them or assisting them. Unless you are a doctor, it is rarely polite
to ask what their medical diagnosis is or “what’s wrong” with them.
Put the person first, not the disability. Say person with a disability rather than
disabled person. Use terms like mobility aides, intellectual/developmental
disability, or mental illness. Don’t use inaccurate and outmoded terms (such
as dumb when referring to a person who doesn’t speak). Such words are
very demeaning and disrespectful. Use active language such as she uses a
wheelchair, not she is confined to a wheelchair. It is okay to say people who
are blind or people who are deaf.
When talking about people without disabilities, it is better to say people
without disabilities instead of “normal people” or similar terms. Useful terms
are sighted people, ambulatory people, and similar words.
When talking about parking places, building entrances, or other accommodations
for people with disabilities, use the term accessible rather than disabled or
handicapped (accessible parking or entrance).

It’s also okay to use words or phrases such as disabled, disability, or people
with disabilities when talking about disability issues (How are we going to
make the serving line more accessible?)
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Words to Describe Different Disabilities
This table includes respectful language to use to describe different disabilities. If
you do not know the person or if you are not familiar with the disability, ask the
person to explain what help they need, rather then making your own
assumptions.
Disability
Mobility or Physical Disability
Blind or Low Vision
Deaf or Hard of Hearing
Deafblind
Speech/Communication
Disability
Mental Illness
Intellectual / Developmental
Disability
Autism
Chronic Medical Condition
Respectful Language
Wheelchair user, Person who uses a
wheelchair,
Physical Disability, Person with a mobility or
physical disability.
Blind/Visually Impaired, Person who is
blind/visually impaired
Deaf or Hard of Hearing, Person who is deaf
or hard of hearing
Person who is deafblind
Person with a speech/communication
disability
Person with a mental health disability,
Person “living with” a specific disability (e.g.,
someone living with depression)
Person with a intellectual disability, Person
with a Development Disability
Person with autism, Person who has autism
Someone “living with” a specific disability
(e.g., someone living with cancer)
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People who use Mobility Aids
Always ask the person how you can help before attempting any assistance. Do
not attempt to move a person and/or his or her devices without permission.
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Ensure that the person’s wheelchair, scooter, walker, crutches or cane is
accessible to them at all times.
When talking to someone in a wheelchair, make eye contact, talk naturally
without being patronizing. If a conversation is expected to last longer than a
few minutes, find somewhere to sit down, or squat down to the wheelchair
user’s eye level.
To a wheelchair user, his or her wheelchair is part of his or her body and
personal space and should be treated as such.
Do not interfere with the person’s movement unless asked to do
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People who use Mobility Aids
Assistance by Centre Area
Registration Area Make sure the area is accessible to those with mobility
devices (e.g. have tables that can accommodate a person
using a wheelchair) and does not have any restrictions such
as steps that would prohibit registering.
Dormitory Area
Ask first before assuming that people with mobility disabilities
need help.
Ask them if they need any support aids that will make them
more comfortable (e.g. lift equipment, cots).
Meal Preparation
and Serving Area
Provide physical support to those who need it for navigating
the dormitory area or transferring between wheelchair and
cot.
Determine if there are any special dietary needs.
Ask those using a mobility aid if they need help to see, select,
or transport their food items to dining tables.
Self-care needs Restrooms and
Shower areas
Assistance may be needed to clear tables after meals.
Ask if he or she may need assistance in using restroom or
shower areas.
Ask him or her if any support aids are needed in this area
(e.g. shower seats).
Suggested
 Lift equipment
● Medical cots
Accommodations  Mattress pads
● Privacy screens
 Portable ramps
● Shower seats
 Facilities for charging assistive devices
 Bedside commodes with screens
 Transfer boards
 Table-level access to tools like telephones
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People who are Blind or have Low Vision
In one-to-one conversation or in groups that include a person with vision loss,
remember that people who are blind or have very low vision cannot see the usual
non-verbal cues used in conversation. Replace gestures and vague verbal
references (over there) with more precise statements from the vantage point of
the person with vision loss (to your right). Think before speaking or acting; ask if
help is needed; tell the person what you are doing or going to do (here is my
arm).
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Speak to the individual when you approach him or her, and clearly state who
you are.
Give verbal cues that you are listening and that you understand them (I see,
Yes, Oh, OK, and so forth.)
When conversing in a group, identify yourself and make clear to whom you
are speaking (use each person’s name)
Do not attempt to lead the individual without first asking; allow the person to
hold your arm and control her or his own movements. To guide the person,
offer them your arm instead of taking theirs and walk at their pace. Keep half
a step ahead of them.
Be descriptive when giving directions; verbally give the person information
that is obvious to sighted individuals.
Watch for overhangs or protrusions the person could walk into and advise
them in advance of actions they should take and when.
If the person uses a cane or has a service animal or guide dog, ask them
which side you should walk on to avoid distracting them or their animal.
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People who are Blind or have Low Vision
Assistance by Centre Area
Registration Area Provide important information in multiple formats (e.g. large
print, Braille or adjustable on-screen computer font size).
Provide a verbal orientation to the centre.
Give clear and concise directions and be descriptive (e.g.
the dormitory area is down the main hall and to your left).
Dormitory Area
Assign a cot space in an area where access is
unobstructed to other areas like food service, restrooms,
and emergency exits.
Verbally explain where the person is located in the
dormitory area in relation to other service areas.
Meal Preparation
and Serving Area
Ask the person if he or she would like you to read the
menu, help with a tray or silverware, and so forth.
Self-care needs Restrooms and
Shower areas
Ask if he or she needs assistance in locating the restroom
or shower facilities.
Answer any questions, and offer to help guide the person to
the restroom or shower.Explain how the shower or restroom
is laid out, e.g., where the sink and towels are.
Suggested
Accommodation
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Braille signs
Braille centre forms
Being prepared to read forms and signs out loud
Large print materials
Audio recordings
Use accessible standard fonts – e.g. Verdana or Arial
font minimum size 12 pts
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People who are Deaf, Oral Deaf, Deafened
or Hard of Hearing
Individuals who do not hear well or at all may describe themselves as members
of distinct groups of people: the Deaf, oral deaf, deafened or the hard of hearing.
Some individuals who are medically deaf or hard of hearing and who identify with
and participate in the culture of Deaf people, which is based on use of visual sign
language, refer to themselves as “Deaf”. A sign language interpreter may
accompany a Deaf person.
Individuals who are oral deaf, in contrast, often prefer modes of communication
that rely on speech and listening. Still other people refer to themselves as people
who are deafened or hard of hearing. Their hearing loss ranges from mild to
profound and their usual means of face-to-face communication is speech. A
reception centre worker who is aware of these differences is better prepared to
help a person with any of these disabilities, and can avoid treating all “deaf”
people alike.
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Always ask the person how he or she would prefer to communicate.
Hearing aids do not guarantee that a person can hear well. They increase
volume but may not increase clarity.
Get the person’s attention via a visual cue (such as a wave) or a gentle
touch on their arm before speaking to them.
Face the person and make eye contact when speaking to them, not the
interpreter, as they may rely on speech reading.
If speaking through an interpreter, pause occasionally to allow him or her
time to translate completely and accurately.
Use gestures and facial expressions to help explain the meaning of what
you are trying to communicate to the person.
Speak clearly at a normal pace. Avoid obscuring your lips or face with
hands, papers, or by chewing gum.
Make sure that you have been understood and repeat if necessary
Offer a paper and pencil. Write slowly and let the person read as you write.
Written communication may also be important if you are unable to
understand the person’s speech.
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People who are Deaf, Oral Deaf, Deafened
or Hard of Hearing
Assistance by Centre Area
Registration Area Post general information in various locations. Provide
important information in written handouts or online in the
centre.
Use communication aids if available (interpreters,
communication boards, electronic notice screens).
Relay information about the disaster and about changes in
centre routines.
Dormitory Area
Give visual alerts if there is an emergency in the centre.
Communicate dormitory rules and other safety rules in
multiple formats.
Clearly mark emergency exits and hold drills if centre is
open for an extended time.
Meal Preparation
and Serving Area
Post information on meal service and schedules.
Self-care needs Restrooms and
Shower areas
Most people who are Deaf, oral deaf, etc. but otherwise
without disabilities will need no assistance in this area, but
in case some do, post information explaining that
accommodations are available on request.
Suggested
Accommodation
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Well-designed signage
Qualified interpreters
Closed caption televisions
Telephone handset amplifiers
Telephones compatible with hearing aids
Telecommunication devices or TTYs
Pen and paper
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People with Mental Health Care Needs
People who are coping with an emergency reception centre situation will have
various reactions as they struggle with the disruption and loss caused by the
disaster. A person’s mental health needs may not be immediately clear. A range
of mental health problems may surface at different times during a centre stay. A
person may have a mental health diagnosis or complications from substance
abuse that will not be apparent to you. They or their support person may choose
not to disclose this information because of the stigma and misinformation that
surround mental illness.
A small percentage of persons with mental illnesses may speak or act in unusual
ways that others could find frightening or disruptive of centre routines. Centre
staff should expect such events to be very rare, and most persons with mental
illnesses to adapt well to the centre. When providing services to persons you
believe to have a mental illness, be careful to ensure their rights are not violated
and they receive the assistance needed to access centre services.
If you feel that a person may have mental health care needs:
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Speak calmly – loud stern tones will likely have either no effect or a
negative effect on the individual
Use non-threatening body language – keep your hands by your sides if
possible, don’t intrude into their personal space
Eliminate or reduce commotion – if possible move away from loud sounds,
bright lights and crowds
Look for personal identification – medical ID may indicate a mental illness
and offer a contact name and telephone number
Ask a support person for advice if one is present, or call the caregiver
organization of the person being helped, if known – they are usually the
best resources for specific advice on calming the person and ensuring
everyone’s safety
Prepare for a longer interaction – the person should not be rushed. Be
patient and supportive.
Use short direct phrases – too much talking can distract the person or
confuse the situation
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People with Mental Health Care Needs
Assistance by Centre Area
Registration Area Be mindful of your non-verbal communication (body space,
body language, tone of voice) and monitor theirs for signs
of discomfort.
Ask first instead of assuming that they need assistance.
Dormitory Area
Ask him or her if any assistance is needed in this area (if
necessary, consult their support person for guidance).
Be patient and supportive.
Meal Preparation
and Serving Area
Ask him or her if any assistance is needed in this area (if
necessary, consult their support person for guidance).
Be patient and supportive.
Self-care needs Restrooms and
Shower areas
Ask him or her if any assistance is needed in this area (if
necessary, consult their support person for guidance).
Be patient and supportive.
Suggested
Accommodation
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Quiet rooms for calming and counseling
Privacy screens
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People with Intellectual /
Developmental Disabilities
Intellectual disabilities are sometimes called cognitive disabilities, or if occurring
early in life, developmental disabilities. People with intellectual disabilities, like
everyone else, deserve to be treated with dignity and respect. Each person with
such disabilities has a unique personality and their own feelings, preferences,
and abilities to understand and act. Reception centre workers can make centre
services more accessible to people with intellectual disabilities by using effective
communication techniques to explain centre activities.
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Always ask before you assist a person, and then listen carefully to any
information or requests
Expect it may take extra time to communicate information or to complete
everyday activities
Read written notices or other centre information aloud; be available for a
private discussion of the information
Break down information into simple steps, using a calm tone and consider
using non-verbal symbols to identify centre areas or activities
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People with Intellectual /
Developmental Disabilities
Assistance by Centre Area
Registration Area Provide information gradually and clearly.
Adjust your method of communication if necessary.
If he or she is accompanied by a support person, speak
primarily to the individual unless they ask you to speak to
their caregiver. .
Be patient and supportive.
Dormitory Area
Ask him or her if any assistance is needed in this area (if
necessary, consult their support person for guidance).
Meal Preparation
and Serving Area
Determine if there are any special dietary needs, or need
for items like easy-grip utensils, bendable straws, or no-skid
placemats.
Provide alternative feeding methods if necessary and/or
different types or texture of food.
Provide refrigeration for special diets with refrigerators or
coolers.
Allow for more time or assistance at meals if necessary.
Self-care needs Restrooms and
Shower areas
Ask him or her if any assistance is needed in this area (if
necessary, consult their support person for guidance).
Suggested
Accommodation
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Communication boards using pictures or symbols for
meals, sleep, etc
Speech simulator devices such as micro or adaptive
computers
Specialty supplies like straws, paper products and
plastic utensils
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People with Autism
Autism is a complex condition that may affect social interaction and
communication. Different people with autism can have very different symptoms,
from mild to more severe. Very different levels of accommodation may be
needed for different people with autism. Every person and every situation is
unique.
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A person may or may not communicate with words. Approach the person in
a gentle manner using a soft, calm tone. High levels of sensory input may
cause tension or unusual behaviours.
Unless absolutely necessary, do not touch a person with autism. Many
people with autism are very sensitive to touch.
Understand that behaviours such as rocking, repetitive hand motions and
repeating words or phrases may be comforting to a person with autism.
Avoid loud noises, bright lights and high levels of activity if possible.
Understand that people with autism may become anxious when their daily
routine is disrupted.
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People with Autism
Assistance by Centre Area
Registration Area Adjust your method of communication if necessary.
If he or she is accompanied by a support person, speak
primarily to the individual unless they ask you to speak to
their caregiver.
Ask first instead of assuming that the person needs
assistance.
Dormitory Area
Do not separate the person from their support person or
aids.
Assess if the individual will be able to reside in the general
dormitory area or will need a separate living space (due to
the noise level and stimulus of dormitory area).
Ask if the person will need any help or support aids if
available to make them more comfortable.
Meal Preparation
and Serving Area
Determine if there are any special dietary needs.
Provide alternative feeding methods if necessary and/or
different types or texture of food.
Modify food supply, storage, and preparation processes to
accommodate special diets,
Allow more time for meals if necessary.
Self-care needs Restrooms and
Shower areas
Ask the person or their support person if they need any
supplies or equipment when using restroom or shower
areas
Suggested
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Accommodations 
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Quiet rooms for calming and counseling
Privacy screens
Communication boards using pictures or symbols for
meals, sleep, etc
Speech simulator devices such as micro or adaptive
computers
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People with Temporary or Chronic
Medical Conditions
From time to time, almost everyone has special medical needs. Some people
have chronic medical conditions such as diabetes, or high blood pressure, for
which they take regular medications. Others with a cast on a broken leg or a bad
case of flu may also need medication or care, but only temporarily. Some will
enter a reception centre with support persons and their own medicines or
medical devices, while others will not need any special equipment or assistance
at all. Providing assistance will vary from person to person.
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Know your centre’s policies on people with contagious illnesses such as
colds and flu.
Learn what medical care, equipment, and supplies are available to the
centre and procedures for obtaining them.
Since disaster conditions such as stress or extreme temperatures can
contribute to rapid worsening of a chronic illness, implement a process for
frequently checking on people with chronic conditions
Know the procedure for transporting a person to a hospital or medical clinic
if their condition deteriorates.
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People with Temporary or Chronic
Medical Conditions
Assistance by Centre Area
Registration Area Ask people if they have chronic medical conditions that
require medications, care, or medical equipment and
supplies.
When admitted to the shelter, record their condition(s),
medications, and medical equipment; determine if they
need any special accommodations (e.g. refrigerated
medications, electricity).
If accompanied by a support person, speak only to the
individual unless they ask you to speak to their caregiver.
Dormitory Area
Do not separate him or her from their medical equipment or
support aids.
Assess if the person will be able to reside in the general
dormitory area or will need a separate living space (due to
allergies, dependency on electricity)
Ask if the person will need any help or support aids (e.g.
medical cots) if available to make her or him more
comfortable.
Meal Preparation
and Serving Area
Determine if there are any special dietary needs.
An alternative feeding method may require different types of
food and the consistency of food.
Modify food supply, storage, and preparation processes to
accommodate special diets.
Allow for more time at meal time if necessary.
Self-care needs Restrooms and
Shower areas
Ask him or her if assistance or special accommodations are
needed for using restroom or shower areas (e.g.
commodes, shower seats).
Suggested
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Accommodations 
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Privacy screens
● Medical cots
Mattress pads
● Shower seats
Generators for medical equipment
Coolers or refrigerators for medications
Bedside commodes with screens
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Contact: Inclusive Emergency Preparedness Canada
10 Overlea Boulevard
Toronto ON M4H 1A4
Tel: 417-425-3463
1-800-263-3463
Fax: 416-425-1920
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