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Are We Blind To The Needs Of The Visually Impaired?
How to deal effectively with the handicapped

In 1976, legislation was introduced and passed by the Canadian government to allow the visually impaired access to restaurants, bars and other public settings accompanied by their guide dogs. Prior to and since that time the foodservice industry has paid little heed to the needs of the blind and visually impaired people. While some restaurateurs have attempted to provide braille menus, the industry as a whole has fallen short of lending assistance.

Blindness is defined by the Canadian National Institute for the Blind (CNIB) as "Visual acuity of 21'/200 or less in the better eye after the best correction, or visual fields of 20 degrees or less in the better eye." Therefore a person is considered blind if he sees at 20 feet what a normal sighted person sees at 200 feet. Additionally, those people who have a field of vision of 20 degrees or less are also considered blind.

The people who fall in these two groups, visually impaired and blind, and who are registered with CNIB, number approximately 7,000 in Metropolitan Toronto and more than 50,000 in Canada. However, estimates indicate that the number of visually impaired people could be twice that number.

There are numerous cost efficient methods by which the foodservice industry could assist in making the visually impaired and blind population more comfortable in a restaurant environment.

Menu Development

While only three per cent of the visually impaired and blind people are able to read braille, it would be considerate to offer a braille copy of the restaurant's menu to the visually impaired patron.

While not everyone will be able to read it, the hospitality offered by the restaurant may assist in increasing the dining experience. The CNIB will assist restaurateurs to transcribe a menu into braille at a nominal charge, approximately $3 per braille page, noting that one page of print is equivalent to two pages of braille. Additional copies can be made at a much lower rate.

The second menu consideration should be a large print menu. While most visually impaired people cannot read a normal type faced menu on a picturesque card, they can read large type on a plain card. This menu would save the patron embarrassment of asking someone to read the menu to him. A large print menu should be written in letters at least a half inch or larger, preferably on a matte white or off-white card and in contrasting, black ink.

Staff Training And Awareness

Increasing staff awareness to the needs of the visually impaired should reduce the staff's internal apprehension and anxiety where it concerns serving the blind.

A large proportion of the visually impaired and blind people who enter a restaurant are easily identified as they are carrying a white cane or are accompanied by a guide dog. Greet the person as you would any other patron and ask if he would like assistance to his seat. If the answer is yes, then touch one of his hands with the back of yours and he will take your elbow Escort the person to a table as you would any other guest, ensuring that there is sufficient room between you and the furniture for the visually impaired person to walk.

Visually impaired means that the person cannot see, not that he cannot walk, therefore escort them at a normal pace. If the guest is accompanied by a guide dog, ask if he would like assistance or if he would prefer to "work" his dog. If he prefers assistance, touch his right hand and he will take your elbow (all guide dogs are worked from the visually impaired person's left side). Once he takes your elbow, he will drop the harness and hold the dog by the leash. At that point you are his only guide! If the person prefers to "work" the dog, then ask him to follow you and walk three steps ahead of the visually impaired person and the dog will follow If the patron prefers to "work" the dog the host must constantly check to ensure that the guest is behind him.

Remember that the visually impaired are like most other guests and prefer to be seated in the action, not out of the way or near the exit. Guide dogs will sit under any table no matter how small.

Upon reaching the appropriate table, inform your guest and gently take his hand and place it on the back of the chair, while telling him which way is the best access to the chair, left or right, and letting him know whether or not the chair has arms. The person will easily seat himself.

Additionally, at the time the person is seated, ask him if he would like a description of the area and specifically if he would like to know what is on the table. If so, provide a brief description and use specific terms including "to your right", or a specific distance "20 feet to your left", and so forth. Utilize the army clock system to describe things which are on the table. For example the sugar and salt are at 3 o'clock, a rose is at 12 o'clock et cetera. The person will have no idea what you mean by "over there". Make specific mention of anything which may be dangerous on the table such as an open and lit candle.

Finally ask the person if he would like a braille or large print menu. Servers should approach the tables directly and identify themselves. If the patron has indicated that he cannot read braille or a large print menu, then read the menu to him, including all the prices. If the customer asks for their food to be cut (some visually impaired people have trouble doing this) then have it done in the kitchen and present it to the patron.

When the meal is delivered, inform the person that you have returned to the table and put his plate down. If you do not tell him that you are there, he may not know.

Additionally, ask if you may tell him where the food is on the plate and where drinks are set at the table. If he acquiesces, then use the army clock method outlined earlier. Check the table frequently during the meal period as the visually impaired person does not know where the server is in the restaurant and is not able to establish eye contact when and if he needs something. At the completion of the meal, ask the patron if you can take the plate prior to taking it. If you clear the table and do not speak to the person, he may not know you were there.

Upon presentation of the cheque, hand it directly to the guest and tell him the exact amount. When he hands you payment it is beneficial if you repeat the amount of cash given in order to eliminate any potential calculation error. When providing change, place the money directly in the person's hand and count out the bills. Provide bills according to denomination and allow the person time to fold each bill prior to handing him the next denomination of bills. Visually impaired and blind people fold their money in a certain manner in order to separate denominations.

After payment is made and the patron wants to leave the restaurant, ask if you can be of assistance and provide it accordingly.

Additionally there are a few points which staff should be aware of when dealing with the visually impaired. They should speak directly to the person at all times; the server should not only inform the person when he arrives at the table but should indicate that he is leaving, for the visually impaired person may not be aware that their server has left. Finally and most importantly, treat blind and visually impaired people as people. Be courteous and helpful at all times.

Physical Plant

There are subtle changes to a restaurant's physical plant which could enable a visually impaired patron easier mobility within the restaurant.

The suggestions, outlined below, could be implemented at a nominal cost and would not greatly alter the stylistic integrity of the restaurant.

EXTERIOR CONSIDERATIONS

• Street numbers should be visible
• Curbs should be identified
• There should be adequate lighting at the entrance
• The leading edge of a ramp should be identified
• Ramps should be a different color than the surrounding floors and walls
• Landscaping should provide no safety hazards (e.g. branches protruding at eye level)
• The leading edge of exteriors stairs should be identified
• Stairs should be constructed of non slip materials
• Banisters should be a different color from the adjoining wall
• All signage should be clearly painted so they are easily noticed
• Parking barriers should be painted so they are easily noticed
• Sidewalks should provide a direct route to the entrance
• All obstacles protruding from the wall should be below waist level so that the protrusion can be identified by a cane.

Interior Considerations

• Glass doors and windows should be marked at eye level
• Doors should close slowly
• Doors should open automatically
• Doors should not open into hallways
• Directional signals should be large and contrasting
• All symbols are easily identified
• Lighting is uniform throughout traffic areas
• Lighting should be glare free
• Obstacles including fire extinguishers, water fountains and telephones are recessed or above waist level
• Carpets and mats should be flush with the floor
• Emergency exits should be well lit
• All furniture should be made of a seamless material
• Hanging plants should have rounded edges
• Hanging lamps should be at least six feet high unless they are hung over a table
• Ashtrays should be designed to prevent cigarettes from easily falling out
• Distance between tables should be adequate for a person to travel in an unobstructed manner

Washroom Considerations

• The lighting should be glare free
• Architectural features should be recessed
• Drains should be located in low traffic areas
• The lower leading edge of vanities are to be at least 700mm high
• Soap dispensers are easily located
• Trash cans are well marked
• Toilet tissue is located to the right of the toilet
• The hot water faucet is located on the left side of the tap

Stairwell Considerations

• Textured markings should be located at the top and bottom of each staircase
• The leading edge of each step should be marked with high contrast markings
• Hand rails should provide direction
• Stairwells should be well lit

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