Inclusive Customer Service Policy (Review) - Rural Needs Assessment
Inclusive Customer Service Policy (Review) - Rural Needs Impact Assessment
| SECTION 1 - Defining the activity subject to Section 1(1) of the Rural Needs Act (NI) 2016 |
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| 1A. Name of Public Authority. | |
| Causeway Coast and Glens Borough Council. | |
| 1B. Please provide a short title which describes the activity being undertaken by the Public Authority that is subject to Section 1(1) of the Rural Needs Act (NI) 2016. | |
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The Inclusive Customer Service Policy outlines the Council’s commitment to uphold the spirit and letter of the Disability Discrimination Act 1995 and to strive to make all possible reasonable adjustments to make our services accessible to disabled persons. This Policy is based on a template provided by the Equality Commission.
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| 1C. Please indicate which category the activity specified in Section 1B above relates to. | |
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Developing a Policy ☐ Strategy ☐ Plan ☐ Adopting a Policy ☐ Strategy ☐ Plan ☐ Implementing a Policy ☐ Strategy ☐ Plan ☐ Revising a Policy ☒ Strategy ☐ Plan ☐ Designing a Public Service ☐ Delivering a Public Service ☐ |
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| 1D. Please provide the official title (if any) of the Policy, Strategy, Plan or Public Service document or initiative relating to the category indicated in Section 1C above. | |
| Inclusive Customer Service Policy (Review) | |
| 1E. Please provide details of the aims and/or objectives of the Policy, Strategy, Plan or Public Service. | |
| To ensure that facilities provided by Council are as accessible as reasonably possible to people with a disability. | |
| 1F. What definition of ‘rural’ is the Public Authority using in respect of the Policy, Strategy, Plan or Public Service? | |
| Population Settlements of less than 5,000 (Default definition). ☒ Other Definition (Provide details and the rationale below). ☐ A definition of ‘rural’ is not applicable. ☐ |
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| Details of alternative definition of ‘rural’ used. | |
| N/A | |
| Rationale for using alternative definition of ‘rural’. | |
| N/A | |
| Reasons why a definition of ‘rural’ is not applicable. | |
| N/A | |
| SECTION 2 - Understanding the impact of the Policy, Strategy, Plan or Public Service |
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| 2A. Is the Policy, Strategy, Plan or Public Service likely to impact on people in rural areas? | |
| Yes ☒ No ☐ If the response is NO GO TO Section 2E. | |
| 2B. Please explain how the Policy, Strategy, Plan or Public Service is likely to impact on people in rural areas. | |
| The policy and relating procedure will impact on individuals from both rural and urban areas who are visitors or customers to Council facilities. Everyone will be able to access services or visit in Council buildings located in both rural and urban settings when the building is open. In addition the provision in both rural and urban areas will provide a free, inclusive/accessible and safe space for individuals to socialize or access services across the borough. In addition it encourages and supports individuals to access services without additional support from friends, family members or carer’s. | |
| 2C. If the Policy, Strategy, Plan or Public Service is likely to impact on people in rural areas differently from people in urban areas, please explain how it is likely to impact on people in rural areas differently. | |
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There are no noted differences for people in urban or rural areas as there are buildings across the borough all support inclusive access and provision. |
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| 2D. Please indicate which of the following rural policy areas the Policy, Strategy, Plan or Public Service is likely to primarily impact on. | |
| Rural Businesses | ☐ |
| Rural Tourism | ☐ |
| Rural Housing | ☐ |
| Jobs or Employment in Rural Areas | ☐ |
| Education or Training in Rural Areas | ☐ |
| Broadband or Mobile Communications in Rural Areas | ☐ |
| Transport Services or Infrastructure in Rural Areas | ☐ |
| Health or Social Care Services in Rural Areas | ☐ |
| Poverty in Rural Areas Deprivation in Rural Areas | ☐ |
| Rural Crime or Community Safety | ☐ |
| Rural Development | ☐ |
| Agri-Environment | ☐ |
| Other (Please state): | Inclusive customer services and access |
| If the response to Section 2A was YES GO TO Section 3A. | |
| 2E. Please explain why the Policy, Strategy, Plan or Public Service is NOT likely to impact on people in rural areas. | |
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SECTION 3 - |
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| 3A. Has the Public Authority taken steps to identify the social and economic needs of people in rural areas that are relevant to the Policy, Strategy, Plan or Public Service? | |
| Yes ☒ No ☐ If the response is NO GO TO Section 3E. | |
| 3B. Please indicate which of the following methods or information sources were used by the Public Authority to identify the social and economic needs of people in rural areas. | |
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Consultation with Rural Stakeholders ☐ Published Statistics ☒ Consultation with Other Organisations ☐ Research Papers ☐ Surveys or Questionnaires ☐ Other Publications ☐ Other Methods or Information Sources (include details in Question 3C below). ☒ |
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| 3C. Please provide details of the methods and information sources used to identify the social and economic needs of people in rural areas including relevant dates, names of organisations, titles of publications, website references, details of surveys or consultations undertaken etc. | |
| The social and economic needs of people in rural areas have been identified using published statistics from the Northern Ireland Census, consultation with staff representative groups, the local equality forum and consultation with local representatives supported the development of the original policy. In addition the needs identified in Council strategies such as the economic development strategy were taken into account. These identified and highlighted accessibility issues in both rural and urban areas. | |
| 3D. Please provide details of the social and economic needs of people in rural areas which have been identified by the Public Authority? | |
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Socially individuals from rural areas tend to build deeper relationships with neighbors and due to their location socialize in local groupings. This policy will support this in an inclusive and accessible environment. |
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| If the response to Section 3A was YES GO TO Section 4A. | |
| 3E. Please explain why no steps were taken by the Public Authority to identify the social and economic needs of people in rural areas? | |
| SECTION 4 - Considering the Social and Economic Needs of Persons in Rural Areas |
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| 4A. Please provide details of the issues considered in relation to the social and economic needs of people in rural areas. | |
| Research by the Economic Development section for its strategy; highlighted that socially individuals in rural areas my feel more isolated, therefore supporting individuals to drop into central locations and chat to others may reduce this isolation.
The fact that the local building offers this provision will support the need for local opportunities to socialize. |
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| SECTION 5 - Influencing the Policy, Strategy, Plan or Public Service |
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| 5A. Has the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or delivery of the Public Service, been influenced by the rural needs identified? | |
| Yes ☒ No ☐ If the response is NO GO TO Section 5C. | |
| 5B. Please explain how the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or delivery of the Public Service, has been influenced by the rural needs identified. | |
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Many of the themes raised within the various consultations and research have been included in the policy ie the need to offer the service in all areas (rural and urban). The opening hours of facilities can be accessed via the web, by email or telephone to support users of the building/facility. The policy will be reviewed bi-annually and needs of rural users will also be reviewed at this time.
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| If the response to Section 5A was YES GO TO Section 6A. | |
| 5C. Please explain why the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or the delivery of the Public Service, has NOT been influenced by the rural needs identified. | |
| SECTION 6 - Documenting and Recording |
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| 6A. Please tick below to confirm that the RNIA Template will be retained by the Public Authority and relevant information on the Section 1 activity compiled in accordance with paragraph 6.7 of the guidance. | |
| I confirm that the RNIA Template will be retained and relevant information compiled. ☒ | |
| Rural Needs Impact Assessment undertaken by: | Policy Officer |
| Division/Branch | Corporate Services |
| Date: | 25 November 2021 |
| Rural Needs Impact Assessment approved by: | Head of Policy and Community Planning |
| Division/Branch | Corporate Services |
| Date: | 14 December 2021 |