Ola Essential Compliance Training (Qld)
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Introduction1 / 1
Anti Discrimination10 / 10
Sexual Harassment13 / 13
Disability Awareness0 / 17
The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
The Law & Disability

The Law & Disability
There is an extensive legislative and social policy framework within Australia that promotes the social and economicinclusion of people with disability and provides legal protection from discrimination on the basis of disability.
We looked at anti-discrimination at the beginning of this course, and one of the 16 attributes in the Queensland Anti-Discrimination Act 1991 was impairment. It’s unlawful to discriminate due to impairment.
This covers most physical and psychological conditions and includes reliance of a guide, hearing, or assistance dog, wheelchair or another remedial device, as well as present and past impairments.
EXAMPLE: It is unlawful to refuse a vision impaired person to travel in your vehicle with their guide dog.
Additional Information
Note: You don't need to read the legislation to pass this course. The links are provided here in case you would like to, or if you need to refer to them at a later date.
Other legislation and standards supporting the rights of people experiencing disability are:

Ola Essential Compliance Training (Qld)
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Sexual Harassment13 / 13
Disability Awareness1 / 17
The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
TEXT· PREREQUISITE
The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
TEXT· PREREQUISITE
Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
What is Disability Awareness?

What is Disability Awareness?
Today, and for much of history, people with disability have experienced discrimination, stereotypes, exclusion and stigma associated with the misconception of others about their ABILITY.
Disability awareness is all about creating a society where people with disabilities are valued and included.
For drivers to become aware, the first step is to be educated. This section of the course covers:
What is a disability and what is an impairment?
The various models of disability.
Communication techniques for ensuring people with a disability feel valued and included by drivers.
Common myths and stereotypes.
The legislative framework which supports the inclusion of people with disability in Australia.
Best practices when offering assistance.
Mobility devices.
CONTINUE

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Impairment vs Disability

The Differences Between Impairment & Disability
An IMPAIRMENT is an actual condition, while aDISABILITY is a restriction caused by the condition.
Impairment: Any loss or abnormality of a psychological, physiological or anatomical structure or function.
Disability: Any restriction or lack of ability – resulting from an impairment – to perform an activity in the manner or within the range considered normal for a human being.
EXAMPLE: David is a 28-year-old who has a form of Cerebral Palsy (CP). David's CP causes his legs to be stiff, tight, and difficult to move. He cannot stand or walk.
Impairment: The inability to move his legs easily at the joints and inability to bear weight on the feet is an impairment. Without orthotics and surgery to release abnormally contracted muscles, David's level of impairment may increase over a period of time and no treatment may be currently available to lessen David's impairment.
Disability: David's inability to walk is a disability. His level of disability can be improved with physical therapy and special equipment. For example, if he learns to use a walker, with braces, his level of disability will improve considerably.
CONTINUE

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Types of Impairment
Types of Impairment
There are many types of impairment which may impact on a person’s life according to the broad definition of disability within the Australian Anti-Discrimination legislation.
Here is a list of impairments:
Acquired Brain Injury
ADHD
Autism Spectrum Condition
Blind and Vision Impaired
Deaf and Hearing Impaired
Health Conditions
Chronic Fatigue Syndrome
Chron's Disease
Multiple Sclerosis
Cystic Fibrosis
Fibromyalgia
Intellectual Disability
Downs Syndrome
Developmental Delay
Neurological
Epilepsy
Multiple Sclerosis
Mental Health Condition
Depression
Anxiety
Eating Disorders
Post-Traumatic Stress Disorder
Bipolar Disorder
Schizophrenia
Obsessive Compulsive Disorder
Physical Disability
Cerebral Palsy
Muscular Dystrophy
Spinal Cord Injury
Specific Learning Disability
Dyspraxia
Dyslexia
Learning Disorder
CONTINUE

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Types of Disability

Types of Disability
Disability is a normal part of the human experience.
The World Health Organisation estimates that some 20% of the global population experience disability, while nationally it is suggested that one in three Australians have a disability or are close to someone who does.
Identifying one common definition of disability can be challenging. For the purposes of this training, a good definition to draw on is the one provided by theDisability Discrimination Act, which defines disability as:
Total or partial loss of a person’s bodily or mental functions.
Total or partial loss of a part of the body.
The presence in the body of organisms causing disease or illness.
The presence in the body of organisms capable of causing disease or illness.
The malfunction, malformation or disfigurement of a part of a person’s body.
A disorder or malfunction that results in a person learning differently from a person without the disorder or malfunction.
A disorder, illness or disease that affects a person’s thought processes, the perception of reality, emotions or judgement, or that results in disturbed behaviour.
This definition covers all manner of impairment, including chronic disease, physical impairments and psycho-social disability. Importantly, it also recognises that not all disabilities are visible (eg, arthritis, depression, autism).
CONTINUE

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Negative Myths & Stereotypes
Negative Myths & Stereotypes
People with disability have long been the subject of negative myths and stereotypes, often as a result of fear, misinformation, and lack of understanding or prejudice.
These negative perceptions can have a significant impact on the lives of those who experience disability.
It could be argued that it is those very assumptions and stereotypes about people that disable them, not their impairments.

Myths
Myth: Equal opportunity means that everyone should be treated the same.
Fact: Equal opportunity is not about treating everyone the same. To ensure equal opportunity, some people will need to be treated differently. eg, a person using a wheelchair will need access to a ramp instead of stairs.

Stereotypes
Stereotype: People with Down Syndrome are always happy.
Fact: People with Down Syndrome experience the same range of emotions as anyone else.
Stereotype: People with autism are incapable of feeling emotions.
Fact: People with autism experience the same range of emotions as anyone else.
Stereotype: People with schizophrenia are dangerous or violent.
Fact: People who live with mental health disorders such as schizophrenia are often characterised in the media and popular culture as violent, villainous criminals. In truth, the majority of those who experience schizophrenia are non-violent and far more likely to harm themselves than someone else.
Stereotype: People with disability are brave or courageous.
Fact: People with disability are not ‘brave’ or ‘courageous’ simply because they experience disability.
Stereotype: People with disability cannot live full and productive lives.
Fact: People with disability can live full and productive lives just as those without a disability have the capacity to do.
Stereotype: People with a disability always need help.
Fact: Most people with disability have developed methods with which to live independently and do not require the assistance of others.
Most importantly... Don’t believe in myths and don’t subscribe to stereotypes. Treat everyone as an individual.

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Disability Disclosure

Disability Disclosure
All people with disability have the right to choose if, when and how they disclose their disability status to others.
There is no legal obligation for a person to disclose their disability status to you as the driver, or to Ola.
Let's explore the reasons why people may choose not to disclose their disability:
Fear that disclosure may result in discrimination or denial of opportunities.
Fear of being denied access to entitlements.
Previous experiences with discrimination.
Fear that people will only focus on their disability, not their ability.
Fear of being treated differently or negatively.
Fear of being considered a liability.
Concerns about the attitudes of others.
They do not identify with the label of ‘disability’.
They don’t believe their disability will impact the service.
They don’t require any support adjustment.
When people choose not to disclose their disability status they can face further disadvantage as they may not receive the necessary supports they need to promote their inclusion. This, however, is their choice.
EXAMPLE: If you arrive to pick up a passenger who uses an assistance dog it is perfectly fine if the person has not let you know in advance that they have a disability. It is unlawful and discriminatory for you to refuse the passenger based on their need for an assistance dog.
CONTINUE

Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Different Perspectives of Disability
Different Perspectives on Disability
Models of Disability are tools for defining impairment, and ultimately, for providing a basis upon which government and society can devise strategies for meeting the needs of disabled people.
Throughout history, the way in which society has understood and conceptualised disability has evolved.
Let's look at the most prominent models of disability...

The Medical Model of Disability (outdated)
The Medical Model, considers disability to be a biological deficit that must be treated or cured through medicine.
During the reign of the medical model, people with disability were often portrayed as monsters, wild animals or dangerous menaces that needed to be locked away from society. This resulted in people with disability, including children, being imprisoned in ‘asylums’ where unspeakable atrocities were committed against them.

The Social Model of Disability (current)
The social approach to disability came to the fore in the 1970s. It has shifted focus from the individual and onto society to remove the barriers. It focuses on the way society can be planned and organised to provide accessibility, independence and opportunity in a way that ENABLES people rather than DISABLES them.
Think about different types of impairment. Take vision impairment for example. How many people would be ‘disabled’ if glasses had not been invented?
Watch this short video to further understand the social model of disability.
CONTINUE

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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
The Language Around Disability

The Language Around Disability
The language we use to describe disability plays a critical role in shaping our values, assumptions and beliefs about people with disability. It affects the way we treat people with disability, and the way in which they view themselves and their place within society.
Person First Language
Whilst there are many different approaches with language within the disability community, within Australia, it is generally considered best practice to use Person First Language.
Person First Language places the primary emphasis on the individual, not their impairment. You simply put the words “A Person” in front of the impairment or disability the person experiences.
“A person with a speech impediment”
“A person who experiences vision impairment”
“A person living with a disability”
It is important to note that even when using Person First Language, you should only make reference to a person’s impairment when relevant and appropriate.
We should also avoid the use of language which portrays people with disability as inspirational simply because they experience disability. Disability is not a negative attribute that must be overcome in order to make a meaningful contribution to society, it is simply a normal part of the human experience.
The following table provides some further examples of inappropriate and appropriate disability language and terminology.


Ola Essential Compliance Training (Qld)
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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
How to Not be Awkward

How to Not be Awkward
People with disability often experience ‘awkward moments’.
A few tips to remember:
Don’t assume you know more about their disability than they do – show respect, this person who lives with this disability every day probably knows more about it than you.
Don’t make assumptions about the disability.
Don’t ask inappropriate questions you would not ask anyone else.
Don’t ask overly personal questions.
Don’t say “you don’t look or act disabled”.
Don’t call the person brave or inspiring.
Don’t talk down to the person or speak to them as if they were a child.
Don’t panic if you accidentally say something you fear may offend, chances are they wouldn't have noticed or really don’t care.
These videos give insight into the experience of people who experience disability and highlight some common awkward social moments which could be avoided.
CONTINUE

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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Providing Better Customer Service – Part 1
Providing Better Customer Service – Part 1
Let's learn more about how to offer assistance to people experiencing a disability.

Always ask first
If it appears obvious to you that the passenger requires assistance, don’t presume that they do or that you know exactly what assistance they require. Ask if they require help, and how you can be of assistance.
The passenger lives with their disability 24 hours a day, and is more than likely to be aware of what they can, or cannot do, than you.

Get permission
Never hold or touch the passenger without their permission, and only assist in the way they ask you.

No, means No!
If you offer assistance and it is declined, then don't keep asking, even if you feel the passenger is struggling or that you could help.

Be patient
Passengers experiencing disability can take more time prior to travel and upon completion for a variety of reasons. Be patient and remember they could end up being your regular valued client.
If you have to lean across the passenger to assist, it is essential that you advise prior to commencing and tell them what you will have to do and why. If you need to touch them to render assistance, always obtain their permission in advance.

Ask about their preferences
Ask about the temperature of the vehicle once the customer is safely in the vehicle and before commencing the journey. Be aware that some people can be hypersensitive to temperature. A suitable way to ask is "What temperature would you prefer the air conditioning to be on?" or “Would you like the radio turned off?“
Also, check in with your passenger in regards to the style and volume of music they prefer. If your passenger is a person with Autism they may be sensitive to loud noises. Simply ask "What style of music would you prefer and how do you prefer the volume?"
Check the preferences of your passengers all the time, regardless of disability.

Ensure disability aids are secure
Disability Aids can include walking sticks, frames or crutches. Treat these items carefully and be sure to secure them correctly.
CONTINUE

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The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Providing Better Customer Service – Part 2

Providing Better Customer Service – Part 2
Tips for transporting a passenger with vision impairment.
Imagine riding in a vehicle and not having the benefit of being able to see a turn that's coming, traffic congestion that will delay the trip, a speed bump or sudden breaking. Consider this when you are the driver of a passenger with vision impairment.
Tips from passengers with a vision impairment.
Before we enter the vehicle ask what help we require.
When we are in the car ask if we would like updates on the journey and notification of turns or stops.
Give clear notification if it's required.
Don't yell or increase the volume of your voice unless you know we have a hearing impairment.
Chat to us as you would any other passenger.
Give an update when we arrive at the destination.
Ask us if we need a hand when departing the vehicle.
Tips for transporting a passenger with a hearing impairment.
There are many variations of hearing impairment. Some people are very good at lip reading, and others are not. Sometimes it is difficult to understand the speech of a person with a hearing impairment.
Tips from passengers with a hearing impairment.
Ask what is the easiest way for you to communicate with us. Attempt to talk to us first and don't assume that we can't lip read.
If we indicate that we need you to communicate in writing, then write your question on paper or type into your phone and show it to us.
It's ok to ask us how we would prefer you to communicate with us.
We can't read your lips if we can't see them. When speaking to us make sure you face us (only when safe to do so) and speak as you normally do.
If you can't understand what we are saying it's ok to ask us to write things down for you.
CONTINUE

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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Providing Better Customer Service – Part 3

Providing Better Customer Service – Part 3
People with a disability should be given the same high standard of service as everyone else.
This includes response times, vehicle availability, the carriage of seeing-eye dogs, assistance dogs and customers with wheelchair access.
Become knowledgeable about disability-related issues.
Get involved in disability awareness and advocacy activities.
Confront disability stereotypes and discriminatory attitudes.
Treat people with disability as your equals.
Don’t be afraid to talk about disability.
Consider the accessibility of your vehicle and services.
People with disability are more reliant on personalised transport than many in the community and therefore the potential earnings for drivers can be a direct benefit for providing exceptional service to people experiencing disability.
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Ola Essential Compliance Training (Qld)
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Introduction1 / 1
Anti Discrimination10 / 10
Sexual Harassment13 / 13
Disability Awareness15 / 17
The Law & Disability
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What is Disability Awareness?
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Impairment vs Disability
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Types of Impairment
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Types of Disability
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Negative Myths & Stereotypes
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Disability Disclosure
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Different Perspectives of Disability
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The Language Around Disability
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Communication & Disability
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How to Not be Awkward
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What Not to Say
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Providing Better Customer Service – Part 1
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Providing Better Customer Service – Part 2
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Providing Better Customer Service – Part 3
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Chapter 3 Recap
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Assessment 3
QUIZ · 8 QUESTIONS· PREREQUISITE
Chapter 3 Recap

Here is a summary of what you've learned about Disability Awareness. It's helpful to review these main points before sitting the final quiz.
Key Learning
Disability awareness is all about creating a society where people with disabilities are valued andincluded.
Key Learning
Disability is a normal part of the human experience.
Key Learning
The social approach to disability aims to remove the barriers. It focuses on the way that society ENABLES people rather than DISABLES them.
Key Learning
When communicating with people with disability, you should use the person's name, be polite, use your usual volume and tone of voice, be aware of your body language and non-verbal cues, communicate directly with the person, ask if (and what) assistance they may need, avoid making assumptions, make eye contact, respect personal boundaries, confidentiality and privacy.
Key Learning
It’s unlawful to discriminate due to impairment.
Key Learning
Person First Language places the primary emphasis on the individual, not their impairment. You simply put the words “A Person” in front of the impairment or disability the person experiences. ie. “A person living with a disability”
Key Learning
All people with disability have the right to choose if, when and how they disclose their disability status to others. There is no legal obligation for a person to disclose their disability status to you as the driver or to Ola.
Key Learning
Offer assistance but always ask first. Get permission to assist and only assist in the way they ask you. If you offer assistance and it is declined, don't keep asking. Be patient as it may take passengers experiencing disability a bit longer to perform some tasks. Ask about their preferences – for example, a suitable way to inquire about their physical comfort is "What temperature would you prefer the air conditioning to be on?" And lastly, ensure disability aids are secure.
Key Learning
People with a disability should be given the same high standard of service as everyone else.

Ready to start the final assessment?
CONTINUE
