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Making consultation processes accessible

Consultation is a two-way communication in which government seeks and receives the views of citizens, clients or communities on policies, programs or services that affect them directly or in which they may have a significant interest. Making information accessible (presentation) section describes strategies for ensuring the informationsharing component of a consultation process is effective. The following points detail strategies for enhancing the effectiveness of consultation processes involving people with a disability and the broader disability sector.

Timing

Timing is a critical factor in the effectiveness of any community engagement process. Some factors to be considered when scheduling consultations which involve the disability sector include:

  • the time required to prepare information in a range of formats
  • the availability of sign language interpreters who must be booked in advance
  • the availability of carers
  • the availability of personal support workers
  • the availability of accessible venues
  • the time required for carers and/or disability organisations to make the necessary arrangements to provide continuity of care during staff participation in an engagement process
  • the time for agency and network staff to liaise with members and stakeholders
  • opportunities to coincide consultation events with existing network meetings, gatherings or events
  • the availability of portable audio loops
  • a previously expressed desire from the disability sector that people be given six weeks to comment on written consultation materials (unless the consultation period is held in December–January when nine weeks is requested) and two–five weeks’ notice of an upcoming meeting or consultation event
  • the nature of the issue and the reason for the consultation. Consultation during times of crisis (e.g. the impending closure of a facility) should be focused, allowing broader issues to be explored during less-pressured times.

When preparing the agenda for a consultation session it is also important to allow time for:

  • people with a disability who wish to arrive in advance of the scheduled starting time to settle themselves in readiness for the consultation event
  • messages to be relayed if using the National Relay Service or a TTY
  • 30-minute breaks for participants at least every 90 minutes (every 45 minutes for people with a cognitive disability)
  • short breaks for sign language interpreters every 30 minutes
  • possible delays to the starting time due to the limited number of accessible taxis to convey to a consultation event.

The disability sector has expressed a preference that consultation events not commence before 10 am.

Access all areas — the Shared Visions conference

To maximise the success of the Minister for Communities, Disability Services, Seniors and Youth’s inaugural disability conference, careful planning ensured the conference was as accessible as possible. Strategies to maximise access included:

  • selecting a large venue with many fully accessible rooms, with all convention centre facilities on the ground floor, and the capacity to cater to a number of special dietary requirements
  • having accessible portable toilets designed, built and installed at the venue
  • providing free accessible bus transfers between the venue and designated locations each day
  • designating ‘chill out’ spaces
  • designating guide dog drinking and toileting areas
  • providing an area to recharge electric wheelchairs
  • encouraging delegates to show appreciation using the Auslan sign for clapping rather than clapping to minimise discomfort to participants with Asperger’s syndrome.

Venue requirements

The following points should be considered to ensure a venue selected for a face-to-face consultation process is accessible to people with a disability:

  • accessible parking bays and pick-up/drop-off areas are located near the venue entrance, and if accessible parking bays are undercover, the roof is sufficiently high to allow the use of a hoist
  • the venue is close to public transport
  • pathways around and within the venue are fully accessible
  • people with a disability are able to enter via the front door as there are no steps or there is a ramp (gradient no steeper than 1:14) and the front door is wide enough for people who use a wheelchair
  • steps have a hand rail and edges are clearly marked
  • floors have non-slip coverings and carpets are less than 6mm deep
  • there are no trip hazards on the floor
  • hallways are wide enough to let two people in wheelchairs pass
  • signage supports accessibility, e.g. large print, Braille/tactile
  • tactile ground surface indicators
  • seating is available at the front of the venue for people who lip read or who have impaired vision
  • a range of seating options is available throughout the venue for people who use a wheelchair
  • tables and seating are configured to allow a person in a wheelchair to move around easily
  • tables are sufficiently high to enable a person in a wheelchair to sit comfortably
  • presentation areas or stages are accessible to people with a disability
  • break-out areas and meal areas are accessible
  • catering is available to people with special dietary requirements
  • flexible straws are provided
  • quiet areas are set aside where people can take a break from the consultation, lie down or just relax in the presence of a support person if required
  • unisex toilets are available for people who have a carer of the opposite sex
  • hand rails are located on the side and rear walls of toilet cubicles
  • toilet cubicles are spacious enough to park a wheelchair beside the pedestal
  • hand basins, hand dryers, mirrors, etc. can be used by people in a wheelchair
  • venue staff are briefed to ensure they provide equal access for all participants
  • accessible accommodation is available close by if required (include details and maps with invitations so that people with a disability can make arrangements that most meet their needs).

Support requirements

It is often helpful to ask people to nominate their support requirements when they indicate they will attend a face-to-face consultation event and to follow up with a phone call before the event to confirm appropriate arrangements have been met. Some supports which may assist people to participate in a consultation event include:

  • sign language interpreters
  • audio loops
  • real-time captioning
  • personal assistance workers for people with a physical disability
  • support workers to explain necessary terms and processes for people with a cognitive disability
  • support workers to provide emotional assistance to people with a psychiatric disability who may find group work and/or consultation processes difficult
  • respite care to enable family members to participate.

Consider whether the reimbursement of travel costs and/or some small payment to people who participate in an unpaid capacity may be appropriate.

My vision for a healthy and engaged community is … for my son to go out in public without people staring. For children to be educated through inclusive, nonracial, non-religious education to create an ‘accepting of differences’ generation. For families not to struggle for every piece of equipment that is needed for a normal life. For organisations to be accountable to the people they are servicing — before they make decisions about our lives. For all lives to be important — no matter how short, long or impaired.

Shared Visions delegate 2005

Involving a cross-section of stakeholders

A key message to emerge from the Shared Visions 2005 conference was ‘Nothing about us without us’.

This phrase reflects both the legal rights of people with a disability to be involved in decision making about their own lives and issues which affect them and also the willingness of people within the disability sector to engage as active partners in creating the desired future of inclusive communities.

The issues facing people with a disability, the broader disability sector and government agencies are highly complex and cannot be resolved in isolation. Consultation processes are likely to benefit from the participation of a broad range of people including:

  • people with a disability
  • people who have a family member with a disability
  • carers of people with a disability
  • advocates
  • people employed in a paid or unpaid capacity in organisations and networks which provide services and support to people with a disability
  • academics with expertise in disability issues
  • public sector employees.

The participation of a diverse range of stakeholders is most likely to be achieved if processes:

  • involve multiple people with a disability and multiple family members
  • promote shared learning by seeking and valuing the knowledge, experience and expertise from a cross-section of people
  • support relationship building among participants
  • value people’s experiences and recognise the effects of historical events, policies and programs
  • are action oriented, purposeful and democratic
  • reflect good practice advice regarding accessible information, consultation and evaluation processes described throughout this guide
  • are resourced and supported.

Some Queensland examples:

  • The Townsville and Thuringowa Shire Councils surveyed people in those communities with a disability to inform the development of a disability action plan.
  • A community day held in Hughenden during Disability Action Week involved a discussion between local politicians, elected councillors, people with a disability and the broader community to identify issues facing people with a disability in that community. The forum led to practical improvements, e.g. remedying footpaths to enhance access.

Facilitation

Successful face-to-face consultation events require skilled facilitation. For consultation events involving people with a disability, their families and carers and the broader disability sector it is important that:

  • facilitators are skilled in using the technique chosen for the consultation
  • facilitators have a knowledge of both the issue to be discussed and participants’ requirements and expectations
  • an independent facilitator from another agency or the private or tertiary sectors is employed where tensions exist between the people to be consulted and the agency managing the consultation
  • presentations and handouts should comply with the recommendations detailed in Making information accessible (presentation) section.
  • conflicts of interest are avoided
  • processes are democratic, providing opportunities for all participants to contribute
  • conflict between participants is managed promptly and effectively
  • the permission of participants is sought if an agency wishes to tape or photograph a consultation process or to invite media or other observers. Tapes can later be transcribed for more detailed analysis and pieces of videotaped footage can be used, with consent, for educational and promotional purposes
  • notes are taken in a way which enables participants to verify the accuracy of what is recorded
  • note taking does not include details of who made particular comments unless this has been previously negotiated with participants to avoid fear of subsequent retribution as a result of speaking out
  • if captioning is required, transcripts are made available to participants
  • open-ended questions are used to generate rich discussion
  • notes which include written directions or sequential information are provided to assist some people with a cognitive disability to participate more effectively.

Choosing the right technique(s)

Careful planning can ensure consultation events are accessible to a range of people with a disability. The advice of reference groups and networks can be helpful in determining which consultation methods will be most effective. As with information dissemination strategies, it will often be helpful to facilitate a number of different consultation processes to enable people with a range of disabilities to participate.

For some people with an intellectual disability, with certain psychiatric illnesses or with an acquired brain injury, participation in large public meetings and conferences can be uncomfortable and unproductive. This may be a result of difficulties in processing and providing information at the same rate as other participants, an emotional reaction to crowded, noisy environments, or a range of other factors.

Some people with a hearing impairment can also find workshops difficult if multiple conversations are being held simultaneously. Workshops and meetings can also be inaccessible to people with high medical support needs and people who live in remote communities or who have limited transport options.

One-to-one conversations and small-group meetings involving people with a similar disability, or people with similar support needs may be less threatening for some people with a disability. Conversations can also take place at a rate and in a venue that is comfortable for the person with a disability.

Open days and roadshows can be effective ways of enabling people with a disability to learn firsthand about an organisation’s service, a venue’s facilities and other information. Care should be taken when planning an open day to ensure nominated locations and information provided via displays and presentations are accessible to a range of people with a disability.

As outlined above, a number of information technologies are available to assist people with a disability to participate in electronic consultation processes such as internet surveys, online polls, discussion boards, internet forums and online chat events. The Queensland Government’s Get involved website provides a number of online consultation tools that Queensland government agencies can use to consult with stakeholders. (Remember that not all people with a disability have access to an internet-enabled computer.)

Last reviewed
25 May 2011
Last updated
31 May 2011