Disability awareness training — funding
4799. Hon Alison Xamon to the Minister for Disability Services
I refer to the potential discrimination of people with a disability, and ask —
(1) Has any funding been budgeted to provide disability awareness training to people in customer service roles?
(2) If yes to (1), how much?
(3) If no to (1), will the Minister consider providing any funding to deliver disability awareness training to people in customer service roles?
(4) If no to (3), why not?
(5) Are any other programs or strategies being considered to protect from discrimination those individuals who have an impairment which manifests in speech or behaviours that might easily be confused with the effects of drug or alcohol misuse?
Hon HELEN MORTON replied:
1. The Disability Services Commission seeks to raise community awareness about the inclusion of people with disability. However, the Commission does not directly provide disability awareness training as government, business and community organisations are themselves responsible for training their staff. This includes any specific disability awareness training that may be deemed appropriate in the pursuit of inclusive customer service and in the context of Outcome 4 of the Disability Access and Inclusion Plans that over 230 WA public authorities are required to develop and implement under the Disability Services Act 1993; the WA Equal Opportunity Act 1984 and the national Disability Discrimination Act 1992.
On its website the Commission provides a list of known disability awareness training providers.
While not directly responsible for providing or funding disability awareness training, the Commission has developed the following resources which can assist organisations in undertaking their own disability awareness training:
• A ‘Disability Access and Inclusion Plan (DAIP) Training Package’ to inform State and Local Government of the access and inclusion planning requirements of the Disability Services Act 1993. Part of this package examines DAIP Outcome 4 that ‘people with disability receive the same level and quality of service from the staff of a public authority as other people receive from the staff of that public authority’.
• DVDs — ‘You Can Make a Difference to Customer Relations for People with Disability for State and Local Government’ and ‘You Can Make a Difference to Customer Relations for People with Disability for Hospitality, Tourism, Retail and Entertainment Industries’.
• An ‘Accessible Information Training Package’ outlines how to provide information in a manner that makes it as accessible for as many people as possible. Key elements of customer service covered by this package include disability and appropriate language, communicating with people with disability, communication about people with disability, positive language and disability etiquette.
2. The total cost of producing these resources was $29,019.40 for the years 2008–09 and 2009–10.
3. The Commission will continue to examine opportunities for the inclusion of people with disability in community life through the implementation of the Count Me In strategy.
4. Not applicable.
5. In relation to licensed premises, this issue resides with the Racing, Gaming and Liquor portfolio.
In relation to general State and Local Government services, facilities and information, the Disability Access and Inclusion Plan requirements of the Disability Services Act 1993 provide a framework to ensure that public authorities provide good customer service for people with disability.
The Commission funds a range of advocacy organisations which can assist people with disability, their families and carers raise complaints which can include complaints based on claims of discrimination on the basis of disability.
I encourage individuals to consider using all available options under discrimination proceedings if they feel that they have been discriminated against on the basis of disability.