Making Banking Accessible

Information about sight loss

Contrary to popular belief, most people with sight loss can see something. A minority of blind people can distinguish light but nothing else. Some people have reduced central vision, others have no side vision. Some people see everything as a vague blur; others see a patchwork of blanks. There are a number of different eye conditions that can cause types of sight loss.

Some people are born with no vision or significantly reduced vision. Others lose vision due to accidents or later in their life. The effect of the sight loss varies widely, depending on the condition, its progress and the person's managing skills. Therefore, it is important to speak to the person about what assistance they require so that their different individual needs can be met.

Simple do's and don’ts

Here are some general hints and tips on ways you can assist a person with vision impairment.

• Always let a person with sight loss know when you are approaching. A sudden voice at close range when she or he didn’t hear anyone approach can be very startling. Speak first from a little distance away, and again as you draw closer.
• Do not stop talking when a person who is vision impaired is approaching; he or she may be relying on the sound of your voice for orientation.
• Greet a person by saying your name, as he or she may not recognise your voice. Do not ask or expect them to guess who you are, even if they know you.
• Talk directly to the person rather than through a third party.
• Don’t be afraid to use terms like ‘see you later’. People with sight loss use these expressions too.
• Before giving assistance, always ask the person first if they would like assistance, and if they do, ask what assistance is needed. Do not assume what assistance the person needs.
• Similarly, don’t assume that a person using a white cane or guide dog is totally blind. Many people with some remaining vision use these.
• Never distract a guide dog when in harness.
• If you’ve been talking to a person with sight loss, tell him or her when you are leaving, so that they are not left talking to themselves. You could say 'Sorry, I have to step out of the room for a minute.'

At the bank

• Ideally, NCBI would recommend that frontline staff offer to guide or accompany a customer who is blind or who has impaired vision from the entrance to the Customer Service desk in the bank. See "How to guide a person with vision impairment": http://www.ncbi.ie/information-for/friends-and-relatives/guiding-a-person-with-a-vision-impairment. NCBI would also be happy to offer practical training in the sight guide technique, upon request.
• If a customer with impaired vision is in a queue at a row of service hatches and you cannot come out to physically guide him or her to the hatch which is free, you can instead try to keep directing a customer with impaired vision towards you verbally, or even talk about the weather, for example, as he or she approaches. This provides a 'sound beacon' for a customer to aim for, if they have to cross an open space, or are not sure which service hatch to go to. If possible use the customer’s name to call them when it is their turn rather than saying ‘next’. Alternatively, say, for example, 'the customer with the blue jacket is next.'
• When the customer has reached your counter, if you need to put information onto computer during the transaction, explain exactly what you are doing and why.
• Identify any other person that becomes involved in the transaction. For example, say 'My manager is here now.'
• When informing a customer with low vision of the balance in his or her account, offer to do so by writing down the figure with a thick black felt-tip pen and handing it to them.
• Ideally, if the customer needs to complete a form, standard practice is to find a quiet area for a staff member to read out the questions, and write down the answers on the customer’s behalf. The Customer Service desk which is in most banks is ideal for this.
• It is helpful if forms and leaflets are available from the bank in Braille, audio and clear print. NCBI’s Media Centre offers a Braille transcription and audio recording service as well as a clear print advisory service and Clear Print Mark. Clear Print is a design approach that makes printed information easier to read for everyone including people with low vision.
• One member of staff within the Bank Head Office could take responsibility for making services accessible to people with disabilities. This person could develop an 'accessibility policy' which could be included in the bank's customer service charter. This policy should include the provision of information in accessible formats and how they can they be requested. Inform all staff about this person’s role and contact details.

Signing forms

• Ideally, if customers need to sign a printed form, it is helpful to offer to show them where to sign.
• Ask the person if they would like to use a signature guide, available from NCBI. If they do, ideally staff would offer to physically guide the customer’s hand to the signature line. If you cannot come out from behind the hatch screen, instead, place the signature guide over the signature line with the black side facing up and use a paper clip, blu-tak or sellotape to hold it in place. Tell the person what you are doing and tell them when you have handed it back through the hatch for them to pick up. If the pen is on the counter, explain to the person where it is located. If it is not, say that you have placed a pen through the hatch for them to pick up. NCBI can give a demonstration about how to use a signature guide, upon request.
• When handing more than one item over to the customer through the screen, do this item by item and explain which is which.
• Ideally, it is helpful to count the person’s money aloud, note by note and coin by coin, as you place it into their hand. Allow them to put notes away before adding coins, or coins may spill off the notes onto the floor. Again, it might not be possible to count the customer's change into their hand for staff who are behind a screen. However, you can place the person’s notes through the screen first, allow them to pick them up and put them away and then place the coins through the screen for them to pick up. Explain that you are doing this, before or while you do it.
• Make sure that the person with impaired vision has picked up all of his or her belongings when he or she is leaving.
• Make sure they know their way out by giving clear verbal instructions, or ideally, offer to guide or accompany them.
• If security doors are fitted, explain carefully how to use them, stating if it is necessary to push a button to enter and leave. Physically show the customer exactly where the buttons are.

Staff training

Staff training is key to ensuring good customer service. NCBI can offer disability training programmes for all key staff. Training allows staff to understand more about sight loss and how they can help people with sight problems to access services and facilities. Training will also offer a practical element, which gives staff confidence in communicating with people who are blind or vision impaired, often for the first time.

Providing facilities which make banking more accessible

Identify a customer's needs

It is good practice to maintain a register listing customers who have particular/priority needs. Customers who are blind or vision impaired constitute a priority group in this regard. When customers open a bank account, the bank should have an automated system for checking customers' communication needs and make a note of this on their data systems at the very beginning. NCBI would encourage banks to record a customer's need for an alternative format and to use that format for all communications (statements/marketing, etc).

Banks should ideally be able to provide the following:

• Braille, talking and large-print statements. People with vision impairments may be unable to see enough to verify the contents of their financial statements and other documentation which provide details of the contents and terms of their accounts. They may have difficulty seeing their own account number and therefore have great difficulty accessing their own money and being equipped with information to query anything about their accounts.
• Cheque-writing template, which will act as a guide for a person with vision impairment when completing a cheque. NCBI can advise further.
• Templates to sign the back of plastic cards.
• Bank note gauges – available from NCBI. Bank note gauges can assist a person to identify one note from another.
• Demonstrations of how to use ATM machines. ATMs can also be made accessible to people with sight loss by installing talking software. A person with sight loss would plug in headphones and access menus without needing to see the screen. The National Irish Bank have introduced this service already at some of their branches.
• Demonstrations of how to use Chip & PIN card and/or Chip & Sig card.
• Accessible telephone banking. Telephone access via menu-based systems (e.g. 'for application forms and information leaflets press 1', etc.) is covered by the Irish National IT Accessibility Guidelines which can be found at www.universaldesign.ie.
• Online banking via an accessible website. NCBI Centre for Inclusive Technology www.cfit.ie can offer advice on how to make the bank websites and online banking accessible.

Chip & Pin key pad terminals

Chip & PIN was introduced in Ireland in 2004. Some people with impaired vision may find it difficult to use the keypad, especially if they need to use a magnifier, as the security flaps on either side of the pad make it difficult to get close enough to the screen. It is very helpful that banks and credit card issuers have acknowledged that using Chip & PIN may present problems for some people and have therefore introduced a Chip & Signature card, which will enable people to continue to sign for purchases. When the card is inserted into the machine the microchip will inform staff that this customer will verify their purchase by signature, rather than with a PIN number. All bank staff should be aware of this.

If the bank is purchasing new Chip and PIN machines or any other products that will be used by the public, accessibility should be taken into account. Banks should take care that, in all procurement exercises, accessibility is a criterion to be considered throughout the entire tendering process, from drawing up and running tender competitions through tender evaluation and placing the contract to conclusion of procedures and review.

The building

It is important to ensure that customers can access the services that you provide. An assessment or audit of a bank can be made by a qualified NCBI staff member or by an access auditor of your choice, to identify features that will affect people with impaired vision. Suggestions will be made by the auditor, offering practical solutions to any barriers which are identified. It can be helpful to consult with representatives from relevant organisations, such as NCBI, the Irish Wheelchair Association, DeafHear, Age Action Ireland, and the Centre for Excellence in Universal Design as well as customers with disabilities themselves.

By following the guidelines below, banks should go a long way to becoming more accessible. Low cost, simple adaptations can be made to make bank buildings more accessible to all.

These include:

• Marking glass doors and other large areas of glass to make them visible. Continuous bands of highly visible colour 70mm in width at two heights: 'hand level' (850mm - 1000mm) and 'eye level' (1400mm - 1600mm) are recommended.
• Providing a handrail on staircases. Please refer to Part M of the Building Regulations for advice on best design and positioning of handrails, or ask NCBI for advice.
• Effective use of changes in colour and texture underfoot to give advance warning of stairs. Please ask NCBI for advice on what is or is not effective.
• Provision of contrasting colour on edges of steps.
• Keeping circulation paths clear of obstacles, especially at head height.
• Rounded or buffered edges on potential obstacles which cannot be removed, or barriers to prevent collisions, where possible.
• Use of contrasting colours on handrails, doorframes and door handles, where possible.
• Provision of an extra light, a magnifier, and a signature guide at Customer Service desks.
• Large, clear and tactile signage is important. If your bank is getting new signage, NCBI would be happy to offer advice. Read more about accessible signage.
  NCBI can provide further advice on any of the issues above. Our access auditing service provides advice on access to buildings, the external environment and public transport for a range of public and private organisations.

Conclusion

NCBI hopes that financial institutions will consider our recommendations on the basis of maximising accessibility to all customers as well as complying with the Equal Status Act.

Other useful contacts

Irish Guide Dogs for the Blind

National Headquarters and Training Centre
Model Farm Road
Cork
LoCall 1850 506 300
Email: info@guidedogs.ie
Web: www.guidedogs.ie

Irish Wheelchair Association

Áras Chúchulainn
Blackheath Drive
Clontarf
Dublin 3
Tel: 01 818 6400
Email: info@iwa.ie
Web: iwa.ie

Centre for Excellence in Universal Design (CEUD)

The CEUD is part of the National Disability Authority (nda.ie)
25 Clyde Road
Ballsbridge
Dublin 4
Tel: 01 608 0456
Web: www.universaldesign.ie

Age Action Ireland

30/31 Lower Camden Street
Dublin 2
Tel: 01 475 6989
Email: info@ageaction.ie
Web: www.ageaction.ie

• Facebook
• Youtube
• Twitter