Standards for Canadian organizations

2020 Edition

Administrative and Service Environment (CA-ASE) 3: Accessibility and Accommodation

Service and administrative facilities are accessible and accommodate the needs of service recipients.
2020 Edition

Currently viewing: ADMINISTRATIVE AND SERVICE ENVIRONMENT (CA-ASE)

VIEW THE STANDARDS

Purpose

The organization’s administrative and service environments are respectful, safe, and accessible and contribute to organizational effectiveness.
1
The organization's practices fully meet the standard, as indicated by full implementation of the practices outlined in the CA-ASE 3 Practice standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the CA-ASE 3 Practice standards.
3
Practice requires significant improvement, as noted in the ratings for the CA-ASE 3 Practice standards.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the CA-ASE 3 Practice standards.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for accommodating the communication needs of clients 
  • Client rights policy and procedures
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served
  • Observe facility

CA-ASE 3.01

In planning the location and use of offices and branches, the organization considers:
  1. accessibility, availability, and affordability of public transportation;
  2. location of other relevant community resources; and
  3. the special needs of the defined service population as well as the needs of persons with disabilities.
Note: Please see the Facility Observation Checklist for additional guidance on this standard.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • One of the elements is not fully addressed, but the organization has taken steps to strengthen practice.
3
Practice requires significant improvement; e.g.,
  • The organization does not consider the availability of public transportation nor does it formally review the distribution of persons within the service population in relation to facility locations; or
  • Does not formally consider the needs of persons with special needs when planning and locating service delivery sites.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

Fundamental Practice

CA-ASE 3.02

The organization designs and adapts its programs and services, as appropriate, to accommodate the visual, auditory, linguistic, and motor abilities of persons served.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement.
3
Practice requires significant improvement.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.

CA-ASE 3.03

The organization accommodates the written and oral communication needs of clients by:
  1. communicating, in writing and orally, in the languages of the major population groups served;
  2. providing, or arranging for, bilingual personnel or translators or arranging for the use of communication technology, as needed;
  3. providing telephone amplification, sign language services, or other communication methods for deaf or hard of hearing persons;
  4. providing, or arranging for, communication assistance for persons with special needs who have difficulty making their service needs known; and
  5. considering the person's literacy level.
Examples: Examples of ways the organization can demonstrate standard implementation include, but are not limited to:
  1. providing basic program information in languages representative of service recipient groups;
  2. proactively reaching out to ensure that all individuals can use its services and fully participate in planning;
  3. hiring sufficient numbers of bilingual personnel or has made arrangements for translators/interpretors for all programs in which confidential interpersonal communication is necessary for adequate service delivery;
  4. ensuring there is a bilingual worker on staff or a translator/interpretor is available for each language group large enough to comprise an average-sized caseload;
  5. offering trained translators or interpreters in non-counseling services when bilingual personnel are not available without depending upon children or other individuals unable to maintain the integrity of the client-provider relationship; and
  6. using assistive technology, such as amplification for deaf or hard of hearing persons or a language telephone line, when appropriate.
1
The organization's practices reflect full implementation of the standard.
2
Practices are basically sound but there is room for improvement; e.g.,
  • The organization has been unable to secure the services of enough bilingual personnel or translators to cover its consumers’ needs but efforts to do so are underway; or
  • Accommodations for one of the populations served needs some minor improvement; e.g. better access to communication assistance.
3
Practice requires significant improvement; e.g.,
  • Accommodation is made for some, but not all primary groups served; or
  • Little effort is made to address communication needs other than language barriers.
4
Implementation of the standard is minimal or there is no evidence of implementation at all.