Accessibility and Diversity Objectives for the 2010 Municipal Election- Attachment 1

Summary Table - 2010 Municipal Election Accessibility and Diversity Objectives

(1) Outreach
Objectives	Supporting Activities	Outcomes	Future Considerations
Outreach with disability support organizations in York Region to advise on the upcoming Municipal Election and available accommodations (see 3 below), and to invite organizations to forward election contact information on to clients, should they have any questions or specific requests for accommodation.	Email sent to disability support organizations in York Region. Follow-up from any responses received by email or phone.	Email received from one disability support organization expressing their appreciation for outreach taken. No identified clients contacted the Election Office as a result of the email.	Suggest holding a focus group with a cross-section of disability support organizations to determine how to better engage persons with disabilities and determine effectiveness of objectives taken.
Seek direction on Strategy objectives from the Accessibility Advisory Committee, Race Relations Committee and Mayor’s Youth Task Force.	Presentations made to the Accessibility Advisory Committee, Race Relations Committee and Mayor’s Youth Task Force. Specific technology supporting independent voting for persons with disabilities provided to Accessibility Advisory Committee.	Presentations well received and feedback provided on direction of Strategy was helpful.	Continue approach in future electoral events.
Consult with Markham’s Diversity Specialist and Accessibility Coordinator to provide advice on specific measures to improve accessibility for persons with disabilities and language support services voters who experience English language comprehension barriers (see 3 below).	Meetings held with Diversity Specialist and Accessibility Coordinator. Participation in May 7, 2010 accessibility and diversity workshop.	Planned objectives well received and feedback provided on direction of Strategy was helpful.	Continue approach in future electoral events. Suggest Accessibility Coordinator and Diversity Specialist review key communications tactics to ensure consistency with best practices.
Produce promotional poster on behalf of York Region lower tier municipalities promoting accessibility with the theme “This is Your Municipal Election”.	Poster produced in-house and distributed to disability support organizations in York Region, displayed at Town facilities and made available for distribution through the Accessibility Advisory Committee.	No specific measure of the poster’s effectiveness available, but was well-received by Accessibility Advisory Committee and Town facilities.	Suggested focus group with disability support organizations will further gauge the effectiveness of the poster.
Ensure accessibility and language support considerations are integrated into election communications tactics. Ensure accessibility and language support considerations are integrated into election communications tactics. (Cont’d)	CNIB Clear Print Design Standards used in print and web-based election information. Accessibility accommodations and language support available was communicated broadly through print and web-based information. Town’s existing protocol for providing feedback and accessing alternative formats for information was used (accessed through Accessibility Coordinator).	Accessibility and diversity considerations including were effectively integrated into a variety of communications tactics, including: - Election web page: www.markhamvotes.ca; - Voter Information Package, Registered Online Voting Letter; - Information flyer, ID requirements postcard; - Media presence, including non-English news outlets; - Newspaper notices, including ethnic media; - Social media presence: Facebook, YouTube, Twitter; and, - Candidates’ Information Guide, ongoing communication with candidates via email. Using existing protocols for providing feedback and accessing alternative format for information provided consistency and impartiality. No formal feedback or alternative format service requests were provided to Accessibility Coordinator.	Suggested focus group with disability support organizations will further gauge the effectiveness of communications tactics. Suggest holding a focus group with a cross-section of cultural groups to determine how to better inform and engage voters with language barriers. Time limitations did not permit Diversity Specialist and Accessibility Coordinator to review key communications tactics in detail, which would be helpful in future electoral events. Using existing protocol for providing feedback and accessing alternative format for information was effective. Continue approach in future electoral events.
Outreach to Town’s seniors’ groups.	Three presentations made to seniors’ groups in Markham.	Presentations were appreciated. Print information provided for their review, in addition to an opportunity to confirm Voters’ List information.	Consider holding meeting with newly formed Senior’s Advisory Committee (meeting was not available to attend prior to October 25, 2010 Election), which may be a more centralized forum for the distribution of information.

(2) Election Officials & Training
Persons with non-English language skills and persons with disabilities encouraged to apply as a temporary election official.	Temporary election official employment application included specific areas to indicate non-English language skills and accommodation requirements for applicants with disabilities. Managing Deputy Returning Officers were provided with a list of languages spoken by their staff, should a voter require assistance.	Persons with non-English language skills represented in voting places across Markham. Persons with identifiable disabilities were employed as temporary election officials. Feedback on improvements to the election process specifically included questions related to accessibility.	Language groups represented in Markham could be mapped to specific voting places and temporary election official assignments could better match those languages spoken. Feedback provided by temporary election officials, including persons with disabilities will be used to improve voting place set-up in future electoral events.
Ensure temporary election officials are trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). Ensure temporary election officials are trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). (Cont’d)	In-house training of over 700 temporary election officials included: - Accessibility and language support services available to voters (see 3 below); - How to interact with a variety of persons with disabilities to ensure dignity and respect; - How to interact with persons with disabilities who use service animals; and, - Feedback mechanisms and process to access alternative formats. The TALK principle was used to convey customer service for persons with disabilities: T – Take the time to ask “May I help you?” A – Ask, don’t assume L – Listen attentively and speak directly to the voter K – Know what aids are available to help voters. It was emphasized that language support provided was intended to assist the election official in the execution of their duties.	Feedback forms provided in the training evaluations demonstrated positive feedback regarding accessibility and language support services. In terms of areas of improvement, it was suggested that more “hands-on” training be provided.	Overall training format currently being reviewed. One consideration is the development of a generic training video to include scenarios demonstrating how to assist persons with disabilities and assist persons with limited English. Videos could be reviewed again on the election official’s own time to reinforce expectations.
Ensure Election Office and Contact Centre trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). Ensure Election Office and Contact Centre trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). (Cont’d)	In-house training of Election Office and Contact Centre staff included: - Accessibility and language support services available to voters (see 3 below); - Specific training for staff using supportive technologies; and, - Feedback mechanisms and process to access alternative formats. Training on how to interact with a variety of persons with disabilities to ensure dignity and respect and how to interact with persons with disabilities who use service animals provided as part of corporate accessibility training. Election Office staff also attended a training seminar with lower tier municipalities in York Region and Toronto intended to share and advise on final accessibility plans for the 2010 Election.	No specific feedback provided on training; however, ongoing communication with Contact Centre staff helped to address any questions or concerns not addressed in formal training sessions.	Continue approach in future electoral events.
Ensure candidates are trained on accessibility and diversity provisions, including those outlined in the Act related to campaign expenses. Ensure candidates are trained on accessibility and diversity provisions, including those outlined in the Act related to campaign expenses. (Cont’d)	Each candidate received a Candidates’ Information Guide which outlined accessibility and language support services available to voters (see 3 below) and the Act’s provision that campaign expenses related to an accessibility accommodation would not be subject to the campaign expense limit. The information was also shared at the two candidate information sessions facilitated by the Election Office.	Candidates’ survey was distributed following the election, and feedback was provided on language support services, including: - Feedback from voters objecting to language support and others requesting additional language support (e.g., interpreters); and, - Confusion regarding the role of scrutineers and election officials acting as language interpreters. No feedback related to accessibility was noted in the candidates’ survey.	Candidate communication on the nature of the language support services provided and expectations regarding language interpreters will be improved in future electoral events. One consideration is the development of a candidate/scrutineer training video to outline expectations, including language support services available and the role/expectations of candidates, scrutineers and election officials as interpreters.

(2) Election Officials & Training

Objectives

Supporting Activities

Outcomes

Future Considerations

Persons with non-English language skills and persons with disabilities encouraged to apply as a temporary election official.

Temporary election official employment application included specific areas to indicate non-English language skills and accommodation requirements for applicants with disabilities.

Managing Deputy Returning Officers were provided with a list of languages spoken by their staff, should a voter require assistance.

Persons with non-English language skills represented in voting places across Markham.

Persons with identifiable disabilities were employed as temporary election officials. Feedback on improvements to the election process specifically included questions related to accessibility.

Language groups represented in Markham could be mapped to specific voting places and temporary election official assignments could better match those languages spoken.

Feedback provided by temporary election officials, including persons with disabilities will be used to improve voting place set-up in future electoral events.

Ensure temporary election officials are trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service).

Ensure temporary election officials are trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). (Cont’d)

In-house training of over 700 temporary election officials included:

- Accessibility and language support services available to voters (see 3 below);

- How to interact with a variety of persons with disabilities to ensure dignity and respect;

- How to interact with persons with disabilities who use service animals; and,

- Feedback mechanisms and process to access alternative formats.

The TALK principle was used to convey customer service for persons with disabilities:

T – Take the time to ask “May I help you?”

A – Ask, don’t assume

L – Listen attentively and speak directly to the voter

K – Know what aids are available to help voters.

It was emphasized that language support provided was intended to assist the election official in the execution of their duties.

Feedback forms provided in the training evaluations demonstrated positive feedback regarding accessibility and language support services.

In terms of areas of improvement, it was suggested that more “hands-on” training be provided.

Overall training format currently being reviewed. One consideration is the development of a generic training video to include scenarios demonstrating how to assist persons with disabilities and assist persons with limited English.

Videos could be reviewed again on the election official’s own time to reinforce expectations.

Ensure Election Office and Contact Centre trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service).

Ensure Election Office and Contact Centre trained on accessibility and diversity provisions, including those required by O. Reg. 429/07 (Accessibility Standards for Customer Service). (Cont’d)

In-house training of Election Office and Contact Centre staff included:

- Accessibility and language support services available to voters (see 3 below);

- Specific training for staff using supportive technologies; and,

- Feedback mechanisms and process to access alternative formats.

Training on how to interact with a variety of persons with disabilities to ensure dignity and respect and how to interact with persons with disabilities who use service animals provided as part of corporate accessibility training.

Election Office staff also attended a training seminar with lower tier municipalities in York Region and Toronto intended to share and advise on final accessibility plans for the 2010 Election.

No specific feedback provided on training; however, ongoing communication with Contact Centre staff helped to address any questions or concerns not addressed in formal training sessions.

Continue approach in future electoral events.

Ensure candidates are trained on accessibility and diversity provisions, including those outlined in the Act related to campaign expenses.

Ensure candidates are trained on accessibility and diversity provisions, including those outlined in the Act related to campaign expenses. (Cont’d)

Each candidate received a Candidates’ Information Guide which outlined accessibility and language support services available to voters (see 3 below) and the Act’s provision that campaign expenses related to an accessibility accommodation would not be subject to the campaign expense limit.

The information was also shared at the two candidate information sessions facilitated by the Election Office.

Candidates’ survey was distributed following the election, and feedback was provided on language support services, including:

- Feedback from voters objecting to language support and others requesting additional language support (e.g., interpreters); and,

- Confusion regarding the role of scrutineers and election officials acting as language interpreters.

No feedback related to accessibility was noted in the candidates’ survey.

Candidate communication on the nature of the language support services provided and expectations regarding language interpreters will be improved in future electoral events.

One consideration is the development of a candidate/scrutineer training video to outline expectations, including language support services available and the role/expectations of candidates, scrutineers and election officials as interpreters.

(3) Assistance to Voters
Translate key election information is into Markham’s top-5 most widely-spoken non-English languages: Chinese (Modern & Traditional), Punjabi, Tamil and Urdu. French information was also provided for the benefit of the French language school board electors. Translate key election information is into Markham’s top-5 most widely-spoken non-English languages: Chinese (Modern & Traditional), Punjabi, Tamil and Urdu. French information was also provided for the benefit of the French language school board electors. (Cont’d)	Key election information translated into Markham’s top-5 most widely-spoken non-English languages included: - Voter Information Package and Registered Online Voting Letter (complete translations available from the election web page www.markhamvotes.ca); - ID requirements postcards (complete translations of ID requirements outlined on the election web page www.markhamvotes.ca); - Voter FAQs on the election web page www.markhamvotes.ca; - Posters used in voting places showing ID requirements and how to mark a ballot; - Notices and presence in various local ethnic media outlets, including a special production on OMNI TV (Mandarin edition) feature demonstrating how to register to vote online; - Social media presence: Facebook, YouTube, Twitter; and, - Use of the Town’s language service line, which provides for translation services in a broad number of languages.	Feedback from voters, election officials and some candidates indicated that additional language support would have improved comprehension of voting process information. The following is the total number of voting places where language barriers were identified by election officials by language: Chinese (Mandarin or Cantonese) – 22 voting locations Tamil – 8 voting locations Punjabi – 2 voting locations Russian – 1 voting location Persian (Farsi) – 1 voting location There were a small number of residents who objected to the translation of information (through feedback to the Election Office or local media) on the basis of special treatment and/or the belief that election information should be available in English only.	Suggested focus group with a cross-section of cultural organizations will help to better understand how to inform and engage voters with language barriers. In addition, the Election Office will consult with York Region Social Services and other agencies supporting settlement and access for new Canadians. Language barriers continue to be an issue for many voters and the scope and nature of language services in future electoral events will need to be carefully planned. Language barriers continue to be an issue for many voters and the scope and nature of language services in future electoral events will need to be carefully planned.
Ensure voting places are fully accessible, including parking, entrance and interior spaces. Ensure voting places are fully accessible, including parking, entrance and interior spaces. (Cont’d)	An assessment/inspection of all voting places was undertaken to ensure accessibility of the parking, entrance and interior spaces. This inspection process included the Accessibility Coordinator. Where the voting area was particularly awkward to access, or where an accessible entrance was different from the main entrance, additional staff would be required to ensure efficient way-finding.	The requirement for accessibility and availability of voting places continues to be a challenge. No accessibility concerns were identified with respect to parking or interior spaces, but the following issues were reported by election officials: - No automatic doors, requiring staff to monitor and assist (St. Vladimir’s Church, James Robinson P.S., Kateri Tekakwitha C.S., Swan Lake C.C.) - Automatic doors nonoperational, requiring staff to monitor and assist (Ceaderwood P.S., Markham Christian Community Church) - Limited accessibly parking spaces (Willowbrook P.S.) - Gym doors heavy and difficult to open requiring staff to monitor and assist (James Robinson P.S.)	Continue approach in future electoral events. New facilities which may be used as voting places will need to be identified (particularly for high-growth areas or areas identified as likely to contain Voters’ List omissions).
Ensure the in-person voting process is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages. Ensure the in-person voting process is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages. (Cont’d)	CNIB Clear Print Design Standards used for the design of the ballots. During the early voting period, an AutoMark unit was available at all early voting places, which allowed for voters with disabilities to mark their ballot independently, with the support of various appliances and unit features. Magnifying sheets were available for use by voters. Voting proxies allowed for a voter to appoint another voter to vote on his or her behalf (in person) for any reason. Managing Deputy Returning Officers were provided with a list of languages spoken by their staff, should a voter require assistance. Posters were produced for voting places showing ID requirements and how to mark a ballot. Voting information was made available through the election’s social media presence on Facebook, YouTube and Twitter.	Despite efforts to promote the AutoMark unit, there was no reported use. No specific in-person voting accessibility concerns were identified by election officials, candidates or voters (through the candidates’ survey or through feedback from election officials or voters). Magnifying sheets were used by voters in numerous voting places. Very few voting proxies were appointed, likely because of the availability of online voting as an option for remote voting. Despite broad language skills represented by the election officials and the presence of instructional posters, barriers continued to be reported, in particular with respect to how to mark a ballot and how to complete an application to amend the Voters’ List.	Suggested focus group with disability support organizations will further gauge the effectiveness of supportive technologies and accessibility aids. As indicated, suggested focus group with a cross-section of cultural organizations will help to better understand how to inform and engage voters with language barriers. It is clear that language support for information on how to complete an application to amend the Voters’ List (arguably a more complicated process due to the requirement to provide various ID and the completion of a statutory form) should be improved. Following feedback from the focus group with a cross-section of cultural organizations, the Election Office will formulate an approach to address this, which may include an instructional video which may be viewed at the voting place to explain the process.
Ensure the online voting experience is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages.	The online voting registration site and online voting platform was developed using current website accessibility standards (WC3). Links from the online voting registration site and online voting platform allowed for voters to access instructions in Markham’s top-5 most widely-spoken non-English languages.	Specific questions were included in the online voting platform survey regarding accessibility and language services. Of the 3037 people who responded to the survey, 87 (2.9%) stated the reason for voting online was accessibility. Of the 654 people who responded, 585 (89.4%) said the information in alternate languages was helpful to electors.	Results of the survey will be used to help inform the development of online voting platforms for future electoral events.

(3) Assistance to Voters

Objectives

Supporting Activities

Outcomes

Future Considerations

Translate key election information is into Markham’s top-5 most widely-spoken non-English languages: Chinese (Modern & Traditional), Punjabi, Tamil and Urdu.

French information was also provided for the benefit of the French language school board electors.

Translate key election information is into Markham’s top-5 most widely-spoken non-English languages: Chinese (Modern & Traditional), Punjabi, Tamil and Urdu.

French information was also provided for the benefit of the French language school board electors. (Cont’d)

Key election information translated into Markham’s top-5 most widely-spoken non-English languages included:

- Voter Information Package and Registered Online Voting Letter (complete translations available from the election web page www.markhamvotes.ca);

- ID requirements postcards (complete translations of ID requirements outlined on the election web page www.markhamvotes.ca);

- Voter FAQs on the election web page www.markhamvotes.ca;

- Posters used in voting places showing ID requirements and how to mark a ballot;

- Notices and presence in various local ethnic media outlets, including a special production on OMNI TV (Mandarin edition) feature demonstrating how to register to vote online;

- Social media presence: Facebook, YouTube, Twitter; and,

- Use of the Town’s language service line, which provides for translation services in a broad number of languages.

Feedback from voters, election officials and some candidates indicated that additional language support would have improved comprehension of voting process information. The following is the total number of voting places where language barriers were identified by election officials by language:

Chinese (Mandarin or Cantonese) – 22 voting locations

Tamil – 8 voting locations

Punjabi – 2 voting locations

Russian – 1 voting location

Persian (Farsi) – 1 voting location

There were a small number of residents who objected to the translation of information (through feedback to the Election Office or local media) on the basis of special treatment and/or the belief that election information should be available in English only.

Suggested focus group with a cross-section of cultural organizations will help to better understand how to inform and engage voters with language barriers.

In addition, the Election Office will consult with York Region Social Services and other agencies supporting settlement and access for new Canadians.

Language barriers continue to be an issue for many voters and the scope and nature of language services in future electoral events will need to be carefully planned.

Ensure voting places are fully accessible, including parking, entrance and interior spaces.

Ensure voting places are fully accessible, including parking, entrance and interior spaces. (Cont’d)

An assessment/inspection of all voting places was undertaken to ensure accessibility of the parking, entrance and interior spaces. This inspection process included the Accessibility Coordinator.

Where the voting area was particularly awkward to access, or where an accessible entrance was different from the main entrance, additional staff would be required to ensure efficient way-finding.

The requirement for accessibility and availability of voting places continues to be a challenge. No accessibility concerns were identified with respect to parking or interior spaces, but the following issues were reported by election officials:

- No automatic doors, requiring staff to monitor and assist (St. Vladimir’s Church, James Robinson P.S., Kateri Tekakwitha C.S., Swan Lake C.C.)

- Automatic doors nonoperational, requiring staff to monitor and assist (Ceaderwood P.S., Markham Christian Community Church)

- Limited accessibly parking spaces (Willowbrook P.S.)

- Gym doors heavy and difficult to open requiring staff to monitor and assist (James Robinson P.S.)

Continue approach in future electoral events. New facilities which may be used as voting places will need to be identified (particularly for high-growth areas or areas identified as likely to contain Voters’ List omissions).

Ensure the in-person voting process is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages.

Ensure the in-person voting process is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages. (Cont’d)

CNIB Clear Print Design Standards used for the design of the ballots.

During the early voting period, an AutoMark unit was available at all early voting places, which allowed for voters with disabilities to mark their ballot independently, with the support of various appliances and unit features.

Magnifying sheets were available for use by voters.

Voting proxies allowed for a voter to appoint another voter to vote on his or her behalf (in person) for any reason.

Managing Deputy Returning Officers were provided with a list of languages spoken by their staff, should a voter require assistance.

Posters were produced for voting places showing ID requirements and how to mark a ballot.

Voting information was made available through the election’s social media presence on Facebook, YouTube and Twitter.

Despite efforts to promote the AutoMark unit, there was no reported use.

No specific in-person voting accessibility concerns were identified by election officials, candidates or voters (through the candidates’ survey or through feedback from election officials or voters).

Magnifying sheets were used by voters in numerous voting places.

Very few voting proxies were appointed, likely because of the availability of online voting as an option for remote voting.

Despite broad language skills represented by the election officials and the presence of instructional posters, barriers continued to be reported, in particular with respect to how to mark a ballot and how to complete an application to amend the Voters’ List.

Suggested focus group with disability support organizations will further gauge the effectiveness of supportive technologies and accessibility aids.

As indicated, suggested focus group with a cross-section of cultural organizations will help to better understand how to inform and engage voters with language barriers.

It is clear that language support for information on how to complete an application to amend the Voters’ List (arguably a more complicated process due to the requirement to provide various ID and the completion of a statutory form) should be improved. Following feedback from the focus group with a cross-section of cultural organizations, the Election Office will formulate an approach to address this, which may include an instructional video which may be viewed at the voting place to explain the process.

Ensure the online voting experience is accessible and voter information is provided in Markham’s top-5 most widely-spoken non-English languages.

The online voting registration site and online voting platform was developed using current website accessibility standards (WC3).

Links from the online voting registration site and online voting platform allowed for voters to access instructions in Markham’s top-5 most widely-spoken non-English languages.

Specific questions were included in the online voting platform survey regarding accessibility and language services. Of the 3037 people who responded to the survey, 87 (2.9%) stated the reason for voting online was accessibility.

Of the 654 people who responded, 585 (89.4%) said the information in alternate languages was helpful to electors.

Results of the survey will be used to help inform the development of online voting platforms for future electoral events.