Inclusive Customer Service Policy (Review) - Equality Screening

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S75 Equality And Good Relations Screening Form

 

General Information 
Service/
Function
☐		 Policy/
Procedure
☒		 Project
☐		 Strategy
☐		 Plan
☐		 Guidance
☐
Is this an existing, revised or a new function, service, policy, procedure, project, strategy, plan or guidance?
Existing   ☒         Revised   ☐       New   ☐
Operational Area Corporate Services
Title Inclusive Customer Service Policy (Review)
Brief Summary 
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.
What is it trying to achieve? (intended aims and outcomes)
To ensure that facilities provided by Council are as accessible as reasonably possible to people with a disability.
Who owns and who implements each element of the function, service, policy, procedure, project, strategy, plan or guidance?
This is an organisation wide policy.
Senior Leadership Team - overall coordination.
Heads of Service - coordination in their sections.
Managers and Supervisors – policy application in their area.
All staff - policy application in their role.

Other policies etc. which have a bearing on this function, service, policy, procedure, project, strategy, plan or guidance?

Legislation:

  • Northern Ireland Act 1998


Strategies:

  • Every Customer Counts project
  • Council’s Disability Action Plan
  • Equality Scheme (renewed 2020)
  • Good Relations Strategy
  • Equality Action Plan (2019-2023)
  • Complaints Policy


Studies, Publications, Statistics and Guidance:

  • NISRA/ NINIS, Census 2011
  • NI Life and Times Survey 2020
  • Examples from other Councils in Northern Ireland

 
Available Evidence
Evidence to help inform the screening process may take many forms.  Public authorities should ensure that their screening decision is informed by relevant data.
What evidence/information (both qualitative and quantitative have you gathered to inform this function, service, policy, procedure, project, strategy, plan or guidance?  Specify details for relevant Section 75 categories.
It is proposed that all Section 75 categories will be considered via:
  • Quantitative evidence has been sourced via the NI Census in 2011 and the Northern Ireland Life and Times Survey 2020.  
Section 75 Category  Details of Evidence/Information
  • Mid-year 2020 NISRA statistics detailed the usual resident population of Causeway Coast & Glens Local Government District to be 144,900, accounting for 7.6% of the N.I. total.  Statistical information with regards to the Districts makeup and individuals therein was also reviewed. 
  • There have been no complaints or feedback in relation to this policy.
  • It is also clear that the majority of our borough is rural in composition and therefore the specific needs of those individuals must be considered during screening. 
Religious Beliefs 

The 2011 Census outlined:

Census 2011  CC&G Borough Council  Northern Ireland
Roman Catholic 36.97%  40.76%
Protestant & Other Christian (including Christian related)  48.44%  41.56%
Other Religions  0.59%  0.82%
None/Not stated  5.64%  6.75%

In terms of religion or religion brought up in the 2011 Census indicates that our resident’s religious beliefs are comparable to those in Northern Ireland in that there are 2 predominant groupings ie Roman Catholic and Protestant.  However we also have a number of individuals (5.64%) who do not practice a specific religion or who do not wish to be grouped into a specific religion.  In addition we have a small number of individuals who practice other religions.

Although both staff and service users may have a variety of religious beliefs or viewpoints, this policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral effect on this Section 75 Category.
Political Opinion

The Northern Ireland Life and Times Survey (2020) provides the following information on the political parties people in Northern Ireland feel closest to (this information is not available at Council area level) *:

Party %            
DUP/Democratic Unionist Party  23
Sinn Féin  11
Ulster Unionist Party (UUP)  11
Social Democratic and Labour Party (SDLP)  14
Alliance Party  28
Green Party    4
Other Party    2
None of these   3
Don't know    3

Although both staff and service users may have a variety of political opinions or viewpoints, this policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral effect on this Section 75 Category.
Racial Group

On Census Day 27th March 2011 the resident population was:

  N.I. (%) Rest of U.K. (%)  ROI (%)   Other Europe (%)  Rest of World (%)
N.I.  88.84 4.56  2.09  2.51  1.99
Causeway Coast & Glens Local Government District  91.02  4.99  1.42  1.45  1.06

Although both staff and service users may belong to a variety of racial groups, this policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral to positive effect on all Section 75 Categories.

The mainstreaming of language provision will support the inclusion of various racial groupings to which staff and service users may belong.  Communication and complaint forms use plain English and relevant forms are available on-line and the translation tool will support translation.
Age 

Age: (Mid Year 2020)*   (NISRA statistics)

  CC&G Borough Council  Northern Ireland
Under 15  28,600 (19.74%)  395,800 (20.88%)
16-64  89,200 (61.56%)  1,179,700 (62.24%)
65-84  23900 (16.49%)  280,600 (14.80%)
85 and over  3200 (2.21%)  39,400 (2.08%)
TOTAL Population 144,900  1,895,500

 

Organisation Employee Statistics (As at 1 January 2021) Number
Number of Employees  644
Age <30  14
Age 30-50  332
Over 50  298

Both staff and service users ages may span all age categories, this policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a positive effect on this Section 75 Category.

Communication and complaint forms use plain English, can be provided in large print and relevant forms are available on-line and can be viewed using a screen reader.

The Council has signed up to the JAM Card and staff have been trained to give individuals a minute to ask information or take on board responses.
Marital Status

Marital Status: 
Marital status by former legacy Council area (most recent figures available from Census 2011):

Census 2011  Ballymoney BC  Coleraine BC  Limavady BC  Moyle DC
Single  32.68%  34.78%  36.64%  34.96%
Married  52.52%  48.88%  48.94%  49.03%
Civil Partnership  0.07%  0.06%  0.08%  0.08%
Separated  3.13%    3.15% 3.58% 3.66%
Divorced/
Civil
Partnership Dissolved 		 5.23%  6.13%  4.99%  5.11%
Widowed/
Surviving
Civil Partner 		 6.39%   7.00%  5.78% 7.15%

The marital status of individuals is irrelevant to the operation of this policy.  The policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral effect on this Section 75 Category.
Sexual Orientation

There are no specific figures available on how many people may be Gay, Lesbian, Bi-sexual or Trans-gender or Trans-sexual (LGBT) specific to the Council area. 

The Northern Ireland Life and Times Survey (2020)*   provides the following information on the sexual orientation of people in Northern Ireland (this information is not available at local government level):

  %
I am ‘gay’ or ‘lesbian’ (homosexual)    3
 I am heterosexual or ‘straight’  94
 I am bi-sexual    2
Other    1

In addition the NI Rainbow Project estimates between 6-10% of any given population could be considered as LGBT. 

The sexual orientation of individuals is irrelevant to the operation of this policy.  The policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral effect on this Section 75 Category.
Men and Women Generally 

Gender:  (Mid Year 2020 Population Estimates)* 

  CC&G Borough Council  Northern Ireland
Male 71,839 (49.6%)  934,155 (49.3%)
Female 73,104 (50.4%)  961,355 (50.7%)

 

Organisation Employee Statistics
(As at 1 January 2021) 		 Number
Male   366
Female   278
Number of Employees   644

The gender of individuals is irrelevant to the operation of this policy.  The policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a neutral effect on this Section 75 Category.
Dependants 

The Census information in 2011 showed:
People With or Without Dependents:

Census 2011 CC&G Borough Council  Northern Ireland 
Number of households  54,970  721,860
Households with dependent children  15,597 (28.37%)  261,251 (36.19%)

Although individuals may attend meetings or avail of services with or relating to a range of dependents.  The policy aims to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a positive effect on this Section 75 Category.
Disability

People with a Disability/People Without:
People with a long term condition/illness by former legacy Council area (most recent figures available from Census 2011):

 

Census 2011 Ballymoney BC Coleraine BC Limavady BC Moyle DC
People with a long term condition/illness  30.6%  31.31%  31.05%  31.68%
People Without  69.4%  68.69%  68.95%  68.32%

 ____                                                              

Causeway Coast and Glens Borough Council Long Term Condition:
Mobility or dexterity  19%
Long term pain or discomfort  17%
Shortness of breath or difficulty breathing  14%
A chronic illness  11%
Deafness or partial hearing loss  9%
An emotional, psychological or mental health condition  9%
Other condition  9%
A learning, intellectual or social behaviour difficulty  3%
Frequent periods of confusion or memory loss  3%
Blindness or partial sight  3%
Communication difficulty  3%

Source: NINIS, Census 2011, KS302NI
Notes: 

1. ‘Communication difficulty’ means a difficulty with speaking or making yourself understood. 
2. ‘A mobility or dexterity difficulty’ means a condition that substantially limits one or more basic physical activities such as walking, climbing stairs, lifting or carrying. 
3. ‘An emotional, psychological or mental health condition’ includes conditions such as depression or schizophrenia. 
4. ‘Shortness of breath or difficulty breathing’ includes conditions such as asthma. 
5. ‘A chronic illness’ includes illnesses such as cancer, HIV, diabetes, heart disease or epilepsy. 
6. ‘Long-term’ refers to a condition which has lasted, or is expected to last, at least 12 months.


Our services and venues may be used by individuals regardless of any disability, and measures will be put in place to support all customers to access our services.  The Council is committed to ensure everyone is welcomed and treated in an inclusive and welcoming manner which in turn should have a positive effect on this Section 75 Category.
Screening Questions
1. What is the likely impact on equality of opportunity for those affected by this function, service, policy, procedure, project, strategy, plan or guidance?
Section 75 Category Positive
impact 		 Neutral  Negative
impact 		 Reason
Gender  Women    ☐   ☒ Major  ☐     
​Minor  ☐   		 The policy commits Council to provide a high standard of customer service to all irrespective if there gender is static or fluid.
Men    ☐   ☒ Major  ☐     
​Minor  ☐   
Transgender men/women    ☐   ☒ Major  ☐     
​Minor  ☐   
Other please specify
Gender Fluid		   ☐   ☒ Major  ☐     
​Minor  ☐   
Race
(As used in the 2011 census) 		 Asian   ☒   ☐ Major  ☐     
​Minor  ☐   

The policy commits Council to provide a high standard of customer service to all and have measures in place to support translation and understanding.          
Black                      ☒   ☐ Major  ☐     
​Minor  ☐   
Chinese                ☒   ☐ Major  ☐     
​Minor  ☐   
Mixed race
White               		   ☒ ☐   Major  ☐     
​Minor  ☐   
Other please specify   ☐   ☐ Major  ☐     
​Minor  ☐   
Disability Long term health impairment could include mental health problems, asthma, heart conditions, chronic fatigue etc.   ☒   ☐ Major  ☐     
​Minor  ☐    

The policy commits the Council to take forward initiatives which would facilitate the accessibility of Council facilities for people with a disability.
Sexual orientation  Heterosexual, lesbian, gay men, bisexual, others    ☐   ☒ Major  ☐     
​Minor  ☐   		 Although this category is not directly improved by the policy.  The policy commits Council to provide a high standard of customer service to all which in turn could have a positive effect on this group.

 
Age  Older People  ☒  ☐ Major  ☐     
​Minor  ☐  

Older people would be more likely to have a medical condition that would identify them as a person with a disability.  

The policy commits Council to provide a high standard of customer service which may include additional measures impacting on this group in a positive manner.
Younger people and children   ☐   ☒ Major  ☐     
​Minor  ☐   
Political Opinion     ☐   ☒ Major  ☐     
​Minor  ☐   		 Although this category is not directly improved by the policy.  The policy commits Council to provide a high standard of customer service to all which in turn could have a positive effect on this group.
Religious Belief     ☐   ☒ Major  ☐     
​Minor  ☐   		 Although this category is not directly improved by the policy.  The policy commits Council to provide a high standard of customer service to all which in turn could have a positive effect on this group.
Marital Status     ☐   ☒ Major  ☐     
​Minor  ☐   		 Although this category is not directly improved by the policy.  The policy commits Council to provide a high standard of customer service to all which in turn could have a positive effect on this group.   
Dependants    ☒  ☐  Major  ☐     
​Minor  ☐   

The policy commits Council to provide a high standard of customer service which may include additional measures impacting on this group in a positive manner.
 
Screening Questions
2. Are there opportunities to better promote equality of opportunity for people within any of the Section 75 categories?
Section 75 Category  If Yes, provide details  If No, provide details
Gender  Women    No
Men
Transgender men/women
Other please specify
Race
As used in the 2011 census. 		  Asian   No
Black
Chinese
Mixed race White
Other please specify
Disability Long term health impairment could include mental health problems, asthma, heart conditions, chronic fatigue etc. Yes - The policy commits the Council to take forward initiatives which would facilitate the accessibility of Council facilities for people with a  disability
 
Sexual orientation  Heterosexual, lesbian, gay men, bisexual, others    No
Age  Older People,
Younger people and children 		 Yes – older people would be more likely to have a medical condition that would identify them as a person with a disability.  
Political Opinion      No 
Religious Belief     No
Marital Status     No
Dependants     No
 
Screening Questions
3. To what extent is the policy likely to impact on good relations between people of different religious belief, political opinion or racial group?
Section 75 Category Details of policy impact   Level of impact
major/minor/none
Religious Belief    None
Political Opinion    None
Racial Group   None
 
Screening Questions
4. Are there opportunities to better promote good relations between people of different religious belief, political opinion or racial group?
Section 75 Category  If Yes, provide details  If No, provide details
Religious Belief    No  A high level of customer service is available to all irrespective of religious belief which means it is unlikely to provide opportunities to improve these relations.  
Political Opinion    No  A high level of customer service is available to all irrespective of political opinion which means it is unlikely to provide opportunities to improve these relations.  
Racial Group    No  A high level of customer service is available to all irrespective of racial group which means it is unlikely to provide opportunities to improve these relations.  
 
Additional Considerations

Generally speaking people can fall into more than one Section 75 category.  Taking this into consideration, are there any potential impacts of the function, service, policy, procedure, project, strategy, plan or guidance on people with multiple identities?  (For example:  disabled minority ethnic people, disabled women, young Protestant men, young lesbians, gay and bisexual people.)

This policy will impact on a range of people with multiple identities, eg:

Older men and women with a disability
Young people with a disability
People of differing genders and sexual orientation with a disability
People of differing racial and ethnic backgrounds with a disability
People of differing religious and political views with a disability
People whose dependents who have a disability.
 
Provide details of data on the impact of the function, service, policy, procedure, project, strategy, plan or guidance on people with multiple identities.  Specify the relevant Section 75 categories concerned.
There have been no complaints or feedback in relation to customer service and therefore no data can be related to set multiple identities.
 
Disability Considerations
Is there an opportunity to better promote positive attitudes towards disabled people by altering this function, service, policy, procedure, project, strategy, plan or guidance?
         ☐     Yes                    ☒       No
 
If yes, please give further information and examples:
 
 
Is there an opportunity to encourage participation by disabled people in public life by altering this function, service, policy, procedure, project, strategy, plan or guidance?
          ☐       Yes                    ☒      No
 
Please give further information and examples:
 
 

Screening Decision
Likely Impact
          ☐        Major                  ☐       Minor                     ☒     None


If the decision is to subject the policy to an equality impact assessment (i.e. likely impact – Major), please provide details of the reasons for this:
--


If the decision is not to conduct an equality impact assessment (i.e. likely impact = Minor) the Council should consider if the policy should be mitigated or an alternative policy be introduced: 
--

If the decision is not to conduct an equality impact assessment (i.e. likely impact = None), please provide details of the reasons for this:

The policy is designed to have a positive impact on a Section 75 group (people with a disability). 
 
Mitigation
When the Council concludes that the likely impact is ‘Minor’ and an equality impact assessment is not to be conducted, the Council may consider mitigation to lessen the severity of any equality impact, or the introduction of an alternative policy to better promote equality of opportunity or good relations.
Can the policy/decision be amended or changed or an alternative policy introduced to better promote equality of opportunity and/or good relations?
                                 ☐      Yes                     ☒      No

If YES, give the reasons to support your decision, together with the proposed changes/amendments or alternative policy:

--
 
Timetabling And Prioritising
If the policy/decision has been ‘screened in’ for equality impact assessment, then please answer the following questions to determine its priority for timetabling the equality impact assessment.
On a scale of 1 to 3, with 1 being the lowest priority and 3 the highest, assess the policy in terms of its priority for equality impact assessment.
Priority Criterion Rating (1 to 3)
Effect on equality of opportunity and good relations N/A
Social Need N/A
Effect on people’s daily lives N/A
Relevance to the Council’s functions N/A
 
Monitoring
Please outline proposals for future monitoring of the policy/decision:
The implementation of the Policy will be monitored by way of analysis of complaints made regarding access to Council facilities and services.
Monitoring of the Council’s Disability Action Plan will also inform this process.
 
 
Approval And Authorisation
Screened By Position/Job Title Date Date
Head of Policy and Community Planning 05 November 2021
 
Approved By Position/Job Title Date  
Director of Corporate Services 05 November 2021

 

 *Sources:

Northern Ireland Life and Times Survey (NILT), Queen’s University Belfast and the Ulster University NI Life and Times Survey - 2019 : ORIENT2 (ark.ac.uk)
https://www.ark.ac.uk/elections/nlgccg.htm 

Northern Ireland Statistics website: www.nisra.gov.uk
2019 Mid Year Population Estimates for Northern Ireland | Northern Ireland Statistics and Research Agency (nisra.gov.uk)
Crown copyright material is reproduced with the permission of the Controller of HMSO.


 

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