Inclusive and Accessible Tourism Industry Workshop: Panel Discussion

I don't I'm like I tell everybody when you meet me I'm like a bad smell you don't get rid of only I'm not a bad smell I'm an accessible smell so accessibility I'm going to use a tourism pun here accessibility I tell everybody it's not the destination it's not somewhere you get to and say we're done tick the box see you later let's move on it's continuous it's continuous improvement you know technology evolves people evolves, our understanding of disability evolves. So accessibility, don't see it as I've ticked that box, I'm moving on or we've hopping that trend, we're done. It's not about that. It's about continuous learning. It's about continuously innovating and it's using the tools and learning from others. Now, I'm really excited because

as I said at the start of this year, and I've just said there again, I love sharing best practice. I think we as organizations, no matter your field, we're so good at doing the work behind closed doors and forgetting to tell everybody how we got there because not every organization is on the same journey. Some organizations are just starting out. Some organizations have been doing it for months or years. But it doesn't matter where you are on that journey, you can still learn something from other organizations because it's not just about one thing. It's about

lots of different things. It's not just lifts and ramps. It's about, as you heard there, it's about your marketing. It's about your content. It's about your

staff training. It's about your materials, your resources. We could go on here, but you know, we haven't got all day. Um, so what I will do is rather than me ramble on, I am going to bring up a panel of some of leaders in this space who are helping drive inclusive accessible change. And as I bring them up, I do want you to welcome them welcoming them. We don't want them to be nervous, but what I'm going to suggest is if you don't feel comfortable clapping, you know, not everybody can hear clapping. For me, sometimes

clapping is a bit of sensory overload. Um, so if you see me squirming, that's probably because of the clapping. But what I would suggest we do, if you don't feel comfortable clapping, rather than clapping, wave your hands like this. Can

we all do it? I can't see, so I'm hoping and trusting. Yes. There we go. It's not jazz hands. It's just quiet clap. Um, so what I'm going to do is I'm going to invite our panel members up. I'm going to call them out one at a time. And can

you give them a clap or can you give them your jazz hands as they come up? So firstly, I'd like to welcome Lisa Heene from Millennium Forum. [Applause] Hi Elisa. Next up we have Key Li who is from the May Murray Foundation. And I do just want to say by

the way I'm reading notes so if I butcher anybody's name I'm so sorry. You can get me in the lobby after. Um next up I'd like to welcome Anna Emma Cunningham. Se that one. Emma Cunningham from the National Trust North Portfolio.

Welcome. And then finally, I would like to welcome Finula Mel Darnney from the hotel that we're in right now. [Applause] Welcome. Perfect. Are we all feeling a

bit nervous? Are we Oh, no. Don't be nervous. You're with me. You're fine. So, this panel discussion today, we're going to explore what each of these organizations are doing to help drive inclusive, accessible change. As I said,

this is about sharing best practice. This is about giving you some ideas. What are these organizations doing? What can we take away from this? How can we take this back to our organization? And how can we implement this? Before we do that, I am going to ask each of our panel members to introduce themselves. So, let's start go down the line here. We'll start with you at the end, please. I'm Finella Michael. So, I'm the sales and marketing director at the Brington. Um, the Brington Hotel has

opened it'll be open two years now in July. So we have um this last two years have just gone so quickly for us. Um but do you want to ask just your introduction? We just want to know who we're talking to and Fil's also offered to show me another sweet after this about engagement because I don't know about everybody else but this hotel is stunning isn't it? Stunning. Um let's go to our next panelist for a quick introduction. Hi everyone. I'm Emma Cunningham. So I'm a general manager for

the National Trust and my the area that I cover is from Musendon Temple all the way to Kushandon. So it's quite a big long thin stretch of coastline. Lots of tourist attractions along the way. I was going to say I'd be there multiple times a year myself. So I cannot imagine the number of visitors coming through the North Coast. Uh next please. Yeah. My name is Kylie. I'll not penalize you for

the pronunciation. Oh no. Um I'm chief exec of May Marary Foundation and uh we're a charity um founded 10 years ago. Um our chairperson's daughter was born with quadriplegic cerebal palsy and growing up she had very few opportunities to take part. She wasn't able to go to the park to the beach. Um she wasn't able to go to any social clubs um due to her needs not being met. Um and although there are more laws and strategies um now than ever before, we found that because people with lived experience weren't actually creating the solutions to the barriers faced that they were never fit for purpose. So that's why why

Mayor Foundation was set up um 10 years ago to start creating solutions to barriers and we now support over 3,000 families which is increasing every day and um the number of projects that and people that we help um is just soaring at the minute. So absolutely incredible and as we tell everybody you've heard this multiple times today already lived experience is so vital to this conversation. It's so good that or people who have intentions to make inclusive accessible change, but if you're not consulting the people of lived experience, that ramp that you've built, which is actually now a steep cliff for somebody in a wheelchair, how are they getting up that? So, having that consultation is so important and including the voice of lived experience. So, you're so welcome and thank you so much for joining us. And I'm so sorry, Kylie, for getting your name wrong. Um,

and finally, our last panelist. Do you want to do a quick introduction for yourself, please? Um, my name is Lisa Haney. I'm the box office and access manager at the Millennium Forum. Next

year open 25 years. Um access has fallen onto my lap probably from City of Culture year. Um and we're very committed to making sure that our theat's accessible for everyone. Brilliant. And I do just want to say thank you to all of her panelists for being here today. And Tisa, I know you're not feeling the best. So I

promise I'll go easy and I'll not throw you the difficult questions. But this is an open conversation. And I told the panelists before this here, feel free to ask each other questions. This is about sharing best practice. This is what we should be getting in the habit of doing.

So I'm going to start off because I want to know what each of your roles are when it comes to accessibility within your organization. You know, what made you get involved yourself and what does that role look like? So Lisa, I'm going to start with you this time. I'm so sorry to picking you straight away, but I'll start with you. Um, well, access and inclusion is really important. The

Millennium Forum want to ensure that the theater has equal access for everyone. So particularly where I where I became involved was um we would have done accessible performances like signed relaxed um but in 2013 um in the city of culture before that we got an access audit done um and it highlighted things that um we needed to change in our building but there was more than that. It was attitudes that needed to change. So we really embraced that and to be honest we're very lucky in that we got together and we have an access working group which are people that are living with a disability people that um are caring for disabilities staff members board members. There's a real buy in from everyone because it's more than the right thing to do. You know there's

simple things that we can do like obviously there's things in our audit that cost thousands of pounds and without the help of the department for communities PHA and DA inbandistry council we wouldn't have been able to make some of those changes but other things like staff training learn um like for instance dementia friendly we were the first theater to become dementia friendly we won the dementia friendly organization um we did relaxed and dementia friendly performance our staff were trained. Like one of our major issues that was pointed out um in our audit was that if you've attended the Millennium Forum, we have marble everywhere. And that's seen as very slippery surface for particularly someone with dementia. So that unfortunately that's not something that we can change. But what we what we did to overcome that was train our staff. So

therefore they're able to identify maybe if someone comes in and they're in the early stages of dementia, you may find how they approach or they'll look at the floor where our staff know just through the training that we have received from the old library trust. Um and again it's working with organizations that help you and they they they're able to identify things. Um, and it's just literally even things like we have picture signage which is really important and it doesn't cost a lot of money. Um, whereas someone there's like a seat with us that's marble and someone maybe with dementia won't realize that that seat that is a seat. So we have a picture saying seat

and you know so it's simple things that make a massive difference to people's lives. We have lots of people that attend that are nonverbal. Um, and we literally have a menu and it's pictures and they can point at the pictures. So simple things can be done and it makes a massive difference to to lots of people's lives to be honest. That's incredible. And something that's come

through my head as you were speaking there is I think with accessibility and I said this before is people seem to think it's a tick box and you take it and be it's done. when really accessibility is about creating alternative ways for people to engage. One of the prime examples I use of this here and you've just done it talking about a menu or those signages having those signs is think of an image. You know, if you have eyesight, you can see an image. It's easy to see. You've got

that. Well, if you don't have the eyesight, how do you see that image? Well, the second way to do that there, use a photo of it and it's simple word. It just says what it is. Also, third way, alt text. If you add alt text to an image, a description of that image, there's your third way of doing it. Your fourth way, if you want to go really fancy, use an image description.

Slightly longer than all text. Again, help somebody who's visually impaired or blind engage with that image, but it's about creating alternative ways. There's no one way to be accessible. It's about different ways of finding ways for people to engage with things that includes them. Um, absolutely love that there. Kylie, I'm going to come to you

now. I'm just going to go up and down this line to make it easier for me. Kylie, over to you. So, tell us a little

bit about um your role with accessibility and some things you are doing. Yeah. So just over 10 years ago um uh our chairperson's daughter Talia really wanted to go to the beach and we thought we would approach our local council. This is before May Murray Foundation was founded. We thought we would approach

our council and and see you know what could be done about it um and how we could get her on. Um, and just to set the scene, she's a power chair user, um, non-verbal and, um, so a chair doesn't go in the sand. So anyway, um, we met up with, uh, a few different, uh, councils and, uh, they were telling us about the different work that's going on in terms of accessibility. And um one one of the uh staff said, "We're actually we've just got funding to make this beach accessible um and we're putting a glass window in so that people can look down onto the beach and see everyone." So there was clear

misunderstanding as to what a accessible was and b inclusion is. Um and that's why we thought we just need to do it ourselves. We need to go out and show what a really good example of inclusion really is. How everyone can be involved.

And for us, accessibility isn't enough. You know, meeting building rags isn't enough. We have done studies and 60% of our members have said that without changing places toilets, they can't actually enjoy any tourist activity in Northern Ireland. So if you don't have those toileting facilities and someone has to change or toilet on a dirty floor, 60% of our membership can't go to your venue. So that's really what where um May Murray Foundation come in and where uh my job comes in is really if you contact me and say, you know, how can we overcome the barriers to make sure that your members people with the most complex needs can take part and get involved? We're happy to take that call.

We're also happy to look at innovative solutions, things that don't necessarily cost the earth. Um and um hopefully Emma can testify to the fact that we've we've helped her with that. Go ahead, Emma. Will you respond to

that? Yeah. Um so, Kylie and I have worked quite closely together, particularly well in a number of sites actually now. Uh but Port Stewart Strand is one that uh springs to mind for me.

So we um were approached by Alex who's the chairperson of Mayari Foundation about Cushand Dun initially but um we got talking about uh Port Strand which I'm sure lots of you know is a beach that people can drive on to um it's really popular but it's only had male and female toilets and Alex was really clear from the outset if you want to be more inclusive, you need to look at the the toilet setup. You need to, you know, it's it's about dignity, isn't it? It's about um making sure that everyone has have the basic the basic infrastructure, the basic needs and facilities to go about their dayto-day. So, it was a really complex um project even though it sounds straightforward because Port Short Strand is so highly designated for its nature value. So we only have the

footprint of what is there and we ended up making um changing the whole layout of of the toilets so that we had genderneutral toilets and that also enabled us to have transgender friendly toilets as well which was a a huge added benefit um from a personal perspective. It's something that's quite a bug bear of mine. Um, but it also allowed us then to develop a changing places area and a storage space for us to have uh beach chairs so that people can access and go for a walk on the beach with their family.

Um, and one of the best, I guess, pieces of feedback that we got about those toilets and the the ability for people to access the beach was uh from a mom, and I'll probably get emotional because it really does always pull my heartstrings. From a mom who had a an older teenage boy, and as a family unit, they had never been able to take a walk on the beach. And suddenly they were able to do that because we provided the changing places facility which are 365 opening or 364 opening whatever um all year round because you know disabilities don't just stop at the end of the summer season. Um so people can access the beach, they can go for a walk with their families as a unit because most families, a lot of families have mixed abilities. So, um, that was something that was really touching and something that, you know, we we continue to grow year on year with with Kylie in particular and the Mayarie Foundation. We're constantly looking at how we can develop our programming, make it more inclusive because it doesn't just stop with the infrastructure. You have to

look at everything you offer and making everything more inclusive. So, you know, we have litter picss on the beach. We have uh Santa on the beach. We have festivals on the beach. We have uh now at Musendon Temple, we have a little uh stair climber. Um we bring in a mobile

because we don't yet have a changing places facility there. There are ways around it and you you have to be creative, but there are people that can help you to find the solution as well. And that's the biggest takeaway I think for that I can give is is you know don't be afraid to ask. Don't be afraid to ask what's needed and always always bear in mind who is using it. Absolutely incredible. I think you touched a really like everything everyone has been saying has been incredible, but I think you touched a really important point there too is intersecting identities. You

know, disabled people, we're not just disabled. I didn't walk into this room today and hang up the fact that I'm a gay man as well or a white man or that I have dark hair or that I'm from Tron. I know my accent's been up and down. I live in Belfast. Um but I don't hang those hats up and come in as a disabled person. you know inclusion isn't just about including one part of a person it's about but including all parts of that so I think it's so valuable important that you touched on that point around intersect and identity so thank you um Fenula we'll come to you at the end thank you same question tell us a little bit about how you got involved with accessibility and some of the things that you do well um we're opened as I say almost two years so we have the fortunate position of of everything being new um so legislation and and um you know that whenever the build has been done. We made it as successful as

possible. A bit like what you were saying that it's nearly like a tickbox exercise sometimes that you think right we've done that we've done that. It's only since we have opened our doors that we've realized well actually there's so much more to do and we continue to do that. Um so we we have we inherited

listed buildings and modern buildings. Modern buildings you can do whatever you need to to make it accessible but we still have issues in some of the listed buildings that we cannot put uh steps or handrails or whatever. So it's how you go about there are solutions how you go about uh looking at that addressing it and and and finding a way for people to come and enjoy all parts of the hotel. We don't want people coming in that they get to enjoy part of the hotel. They need to enjoy the entire experience and that's what we aim to do. We're not there yet. Um so there's different when

we opened we thought wow you are amazing. Everything's accessible. Ground floor, that's and we've put in these lovely um platform lifts that trans their steps at the minute and then you push a button and they go into a ramp. So rather than people sitting who are coming in a wheelchair having to sit with the barriers going around them and having to wait and their families wait for them, this is just an instant access where they can go into different parts. We thought fabulous we're doing so well. We had signage up. Uh it's only since

we've opened and we're working with MENCAP and we're working with the NOW group um and we've had groups in and we've got um teenagers coming in um with different different uh issues um and they've actually been using us as a case study. So rather that the accessibility survey they're doing it for us um on a very realistic level um and they're putting forward um issues that we didn't even realize that we had. So we thought right uh reception desk it's lowered people coming in uh wheelchair users we had few members of staff they can do sign language we have uh put together a grip in house um that they're really keen because I think there was a fear with some of our staff as to you know yeah somebody comes in in a wheelchair we can we can address that because we know what to do but then there's all the hidden um disabilities that some of our our younger probably members members of staff were probably better than the older members of staff. Um so we have we have initiated a whole training um uh plan for that and there is a there's a grip a bit like Millennium Forum that we have just uh set up as well which is staff just coming back and giving us they're they're the ones like I'm in the back office so I never really deal with guests on a day-to-day basis but they're the ones that are seeing people coming in. They're the ones that are actually

seeing people looking around our uh lobby actually lost because the signage that we put in when we were all bare walls with no decoration and no paintings and anything like that we thought was amazing. But whenever we have now gone in with our interior decor, you actually can't see our signage. We've gone a wee bit and it's it's, you know, so we're addressing that at the minute. We're uh addressing the the spa. So the spa is not fully accessible for wheelchair users. So that's something that that is

our current project. So just it's it's not that you come in and we're brand new and you open and you think right you you've you know this is your chance you're brand new you you you'll do it all from scratch. It's a learning and we're we're seeing more people coming in. Just picked up something that you say we probably don't advertise what we do and as sales and marketing director that's my bad. So, we probably don't advertise how accessible we are and the and the things that we're doing. And we

don't really we're nearly afraid, and I use the word afraid probably wrongly, but we're we're we're hesitant to actually put out there and say, what are we doing wrong or what what can we do better? Um, and I think from today, I'm really keen to see the different uh feedback that people are talking about in the room because definitely we have an accessibility policy. We had an audit. Um, but we don't shout about that. We don't we don't promote that.

So, that's the first thing that I'm going to do after today. I love that. And I think something that like you were speaking and I think it's so important that we're having these conversations that we have them with honesty. You know, so many organizations, not just in the tourism industry or the tourism space will claim to be the most inclusive. Oh, we're so inclusive. We

won this award. Oh, we have done this and we're so amazing. And as a disabled person, you go and you realize, oh, this is all lip service. I cannot enter your building. or your staff did not support

me when I said I was disabled. A lot of the times it's performative and I think what I took from what you're saying there is just the honesty about you know what we're here in this journey. We're not claiming to be at the end of that journey. We're still learning and as I said you know I'm a bad smell you don't get rid of. So if you ever need to talk about that you know we're here and we've got the launch of this toolkit. So there's so much support here. Um thank

you for introduction to telling us a little bit about yourselves. I am a little bit greedy so I want to know a little bit more about each of your organizations. So Lisa, I'm going to come back to the end to you to pick in you for this one because I want to hear a little bit more about Millennium Form. So you've told us a little bit about the work you've been doing, but I want to ask you around the Millennium Forum and your access membership pass. Can you tell us a little bit about that there and share it with the group there some information about your access pass and how that works? So we have um an access membership scheme. Again, this is a

scheme that's free to join. Um and basically it's for people that are living with a disability. They register. So if someone has a particular need like we would have over 1,100 people maybe actually on our scheme now at the moment. So we reg they register and they can get a free companion to attend the theater if they need essential assistance. Um now obviously they're

subject to availability because lots of our shows are hired um hire the theater from us but there is still a stipulation in the contract that we are allowed a certain amount of companion tickets to make sure break down barriers and make sure that people can attend our theater and if they need assistance. Um it's also a great way that um someone doesn't have to keep telling us what their disability is. So therefore we would have say for instance a customer in a wheelchair but they may also have a visual impairment. So we take out seats for them take out extra seats. They need access to a plug. So every time they book for something they don't need to tell us that. It flags up as soon as

your membership number comes up. So it lets them feel like they're getting a better experience when they attend the forum. and the fact that it's free and it's really important and has made a massive difference um to lots of people's lives and it as I say it is more than the right thing to do and the you know the income that we have found as well and it's not just about the money but like they're attending more things they um and they just love and they feel and particularly a lot of people with complex needs have joined our access working group and we only make changes you know again it's We have an audit. We haven't half of the audit done and it's coming up in 10 years old because a lot of it costs you need financial assistance. But the people that tell us simple things that we need to do um are really engaged and they feel part of it. So it's it's how we

learn um and we keep making changes that they would recommend you know obviously but without um and again I'm sure Darius at Instband District Council they've helped theaters um so I would assume that you know there is help out there and it's just about asking advice and sometimes if you're not sure particularly with the wording um uh again there's so much that the that the D in band district council can help with they've got an access and inclusion officer. That's brilliant. And I think for me, like you know, you were talking about that access pass and for me I when I'm going to a show or I'm going to the theater or anything, I have to bring my partner. Uh and no, for anyone asking, it's not the person I'm with. That's my best friend and my content creator. My

partner is at home in Belfast at work. Um but when I go anywhere, I have to bring my partner because the thoughts of me going into, you know, if it's dimly writing about to the bathroom or get a snack in the middle, cuz I'm a snacker. Um you can tell by looking at me, I'm a snacker. Um, but I like to go in and out doing get my snacks and things or I may just need a quiet moment and the thoughts of coming back in and interrupting that show because you best believe I've walked into shows and tripped over people. I have tripped over handbags. I have caused a ruckus. I have stopped the people on stage performing and letting me take my seat. Nobody

wants that kind of attention. Not only is it embarrassing, but it's it's almost anxiety just waiting to happen for me. So, bringing my partner and the fact knowing that my partner why wouldn't have to pay extra because half the time my partner doesn't want to go see the shows I want to go to. he's being dragged along just to support me and to be sure I am in and out. So I think that's incredible and I also love you talk about collaboration because for me that is such an important piece here is organizations you're not alone in this and I think we have this thing as organizations or in the business world that if something we don't know something or we aren't sure of something rather than try to drowning about it we just stay silent and we kind of stay hidden beneath it we don't talk about it when really once you start having those conversations you start that line of that line of communication what helps you become more innovative you start to learn things you can do and as said doesn't matter that you have an audit from 10 years ago you're still working on that because no one's expecting you to go right we've done an audit here's my magic wand woof all done it's never going to happen as I said earlier accessibility is destination there is a journey so there is throughout this destination and with the signs that use on that I want to ask one more question before I move to somebody else and that is what impact have you seen for your visitors who are disabled oh the impact's massive um you just like we do lots of different we would run um access events like we have all of the change in place again for for instance for um artists living with a disability um the Millennium Forum albeit it's 25 years old coming but if you were a disabled artist and attend the Millennium Forum you had to go in you couldn't have a changing room the way anyone else had you had to come out of your changing room to use an accessible toilet so we were able to change all of that you know that's obviously big projects we have a change in But we also in addition to all the different things like we would do sign performance, relaxed, dementia friendly, um captioned, uh audio described performances, they're all standard and we provide those throughout the year.

But in addition to that, we would have access projects. We're hoping to become the first social prescribing theater in Ireland. So we now have an activity every Thursday at our theater for older people from two to half three whether it be a dementia friendly tea dance moves and melodies which is song and dance workshops and we have an actor your age drama group they're all age friendly projects and the difference that has made we take them out and tour you can see people that have been very isolated particularly since co believe it or not there's still people in rural areas that we have gone out to and they now attend the theater we have Macaton. We were the first theater to become Macaton friendly. Again, it's something that I don't think there's great awareness about. And again, it can be just signage staff training. There's a local lady

called Dana who would do macaton. We now have Macaton in our panto. And you'll hear lot of people, their family saying this is the first time a bit like the beach story that we felt included as a family that we could come and again benefit and see the difference because there's a lot of people that are nonvariable and we can all make small changes but um access is really important and I think it's it's it's something we can all do and we can all get better at like even things like you were saying about having to come out of a show again. and it was our access working group told us about you know you should have a quiet space. So now we have a quiet room quite a number of years to be fair with a sensory area. But then again it was highlighted sometimes you've paid to come to a show and and maybe just sensory overload or any other loads of different reasons why people have to leave. But the we also

have a live link up now when you go into this room you can watch what you've just paid for on the television until you feel that it's time that you can go back in. Um, so all that is all really important, but it's not not something that I thought of. It's people with lived experience are just telling us how to get it better and they help us get it right. That's incredible. And I just love the innovation of it all. So I do and I think it's so important to remember too, you know, you're talking people non-verbal. We have to consider the different access needs that people have. I'm registered blind. My uncle's

registered blind. My nephew's registered blind. You best believe we all navigate the world in the same way and don't experience things the same. And you

know, my needs will be completely different to theirs. And I think by recognizing that and being open to that feedback, I think is such a big part of that because if somebody comes to you and says, "This didn't work for me, but this is what could that is insight that you could be implementing and helping make change." So I just Lisa, absolutely incredible work. I'm going to move on. I'm picking somebody else. I say pick, but we're not picking on you. We're

getting such gold here. So we are. Um hope he's all making notes. Um, so we're going to come to Molly May Foundation. Now, Kylie, I'm going to come to you again. Got your name right that time. I nearly said the wrong one there. My

notes need to change them. Um, can you So, we've already talked about some of the work that you are doing. I want to ask you particularly around your beach equipment. So, you provide a loan scheme for beach equipment. Tell us a little bit about that there.

Um, okay. You'll get the gist that I love to talk in stories. Um so um just after May Murray Foundation were formed and we got a small pot of funding um to buy um a beach chair uh a beach wheelchair and um a sit down surfboard and um we decided that we with this money we would bring uh 30 young people um with whole range of disabilities but we were very specific about wanting to include those with the most complex disab disabilities. Um, so we brought these 30 young people away glumping. And I still

don't know why we call it glumping because it was the least glamorous thing that could ever have happened. Um, but we went to we went and stayed in a a hall in Castle Rock. Um, and uh with the idea that we would go surfing in Benong the next day. So we had um these 30 kids

and this one wheelchair and this sitdown surfboard and it was typical July day in Northern Ireland poured the entire day and all of these kids waited for their 15minute slot of getting the chance to go into the sea. Over 90% of them it was their first ever time in the sea since infancy. and um 17-year-old girl came out um after after her go on the surfboard and she came up to me and she said, "Kylie, did you know the sea is salty?" And you shouldn't get to the age of 17 without that tasting the disgust and taste of the sea. Um so with a lived experience organization, what we do is we bring everyone back into the room. We

say, "What worked, what didn't, what could be better, you know, how how do you want this to work?" And the real strong feeling in the room was it was great that Mayurray Foundation got this pot of money from children in need to do this great one-off activity. But our families wanted to be like everybody else. They wanted to go to the beach when it's sunny um and not have to go on a designated day that a charity have decided they have money and that they have pre-planned. They wanted to be able

to just show up, go to the beach, and enjoy a day with their family, not with a charity. So, we really um we really set the wheels in motion then to what is now um are called inclusive beaches. So, what we now have are six beaches across Northern Ireland where families can they can pre-book equipment. So they can go onto our

website beforehand um book a beach wheelchair. They can book a floating wheelchair which will go um into the sea, allow them to go for a swim. Um they don't necessarily have to have a physical disability to borrow the equipment. There are a lot of people

with um sensory disabilities that don't like the feeling of the sand. Um so that there's no restriction, there's no cost. But most importantly, we look at the entire infrastructure, the entire visitor journey. So we look at that visitor arriving in the car park, ensuring that that is a stress-free situation. Can they disembark if they

have a WAV and they have to put their ramp down? Um we look at the toileting. Can they toilet in a dignified way? If they need lifted out of one wheelchair into our beach wheelchair, is there a hoist available to do that? Um we look at uh the the other on-site provisions. We look at um what else is going on the area. For example, Emma talked about um

Port Church Strand. They have really really embraced the ethos um of incl of inclusive beaches and their whole program is now inclusive. So now, you know, if you want to go on one of their beach cleans or one of their um June walks, they incorporate the use of equipment. So our members are now welcome to this whole program of activity that currently wasn't open to them. Um, so now we have six beaches

where people can either pre-book or they can spontaneously go as long as they're a member of May Murray Foundation, which is free and um, they can enjoy a day at the beach and something that's free and we should all be able to do 100%. I do love the beach. So I do, but when you're talking about the sensory side of it, see eating on a beach, the sand, the thought of sand and my sandwich, even standing here like I just No. No. And not people go to beach now all summer.

Um, I love that. And like I I don't need to ask you this question because you kind of shed some light in it earlier, but I'm going to ask it anyway. What's that impact like for people? The impact is vast. Um in EMR's presentation earlier, you saw um a guy called Bill um who actually has had a caravan up at Benon for over 30 years. His adult son has Down syndrome. And the

thing that his son loves to do every day is go swimming. And Bill for 30 years has said goodbye to him at the caravan door and they go off and the wife and son would have their their day. And for the last eight years, Bill has been able to join in with the family. He's been able to go for a swim in the sea. He's even went surfing. Things that he never

thought were possible. Um so it has a massive impact. Last year we had almost 4,000 people able to access the beach who wouldn't have been able to without our project. That's incredible.

Absolutely brilliant. Um I'm going to move on. Um and as I said I'm not picking anybody. We're getting valuable insight here. Finula I'm going to come

to you now. So I'm going to ask you because I got to stay here last night to me and my friend and as I keep saying this is stunning hotel and I just love how open and friendly everybody is here. So I want to ask you around this hotel like you were very open about your journey there. How important was you using that journey to ensure that your staff had those had that disability awareness training and accessibility training? Well, it was really important because we couldn't like if we put the facilities in that's one thing. Um but

actually being open and talking to guests, making them feel welcome. Um when we were open about two weeks, we had a lady come in and said that her world had shrunk because she was now in a wheelchair. So she was so looking forward to having somewhere that she could come in and actually spend time with family. And that I think struck a chord with our reception team. Um and one of the the girls in reception team came up herself with loads of ideas about different things that we hadn't in the whole rush of getting open. We had the build took 18 months. So we were you

know we were we were pushing one end and we didn't really give it as much kudos um you know we we did all followed legislation whatever and and that has really um and from that our HR department are really keen to do all the different elements of training we work with bright HR so induction it's all about inclusion accessibility it that's that's a huge part um and we just see that our our our our staff staff really enjoy welcoming people from from all different groups. We have we have a couple of schools that come back again and again um again because they find it safe. We've got the facilities here. We have the and and we've worked with them and you learn from them um and it's just the joy on their faces. We had a couple of um pensioner dinners here that they they never get out. Um, and this was the first time that they had been out as a group uh for Christmas dinner and things like that is amazing. Um, so we we're

we're we're we're only on the beginning of the journey. Um, but it's something that is very very uh key whenever uh staff are joining us. It's it's it's from from the outset. Absolutely

brilliant. And you kind of touched the impact there, but tell us what has that impact been like for those customers who have come in and for even those staff members who have given those innovative ideas or have shown empathy and tried tried to make a difference. What would you say has been the impact for your customers visitors? I think whenever you see them that they're coming back and they're smiling um that we we get cards from people who have attended uh you know like different events here and you wouldn't because we run events. That's

that's our job. We put on events, all different types of events and you you Yeah. You get cards back from people saying, "Thanks very much. It was lovely." And and um it's it's had a huge impact. You know, we we had a wedding,

so we were open maybe six weeks and we took her first wedding. Um and the girl said that she really wanted to be on the the stage, the top table, but that her dad was in a wheelchair and that, you know, it just wasn't possible. So, we built that ramp in a day. Um, and we carpeted and it it you know we things like that we should have had that in place but we didn't. But we we do now

and it's and and that made a huge impact because that was her big day. She wanted her dad on the stage without any big fuss or drama and she got it. That's incredible. And I think I just love it's the responsiveness and it's that taking accountability because nobody likes to be told, oh, this isn't right for me or you've done this wrong. Nobody likes being told that. But there's power in being able to say, do you know what? Yeah, we haven't done that, right? Let's go away and think about this here. And

then before you know it, you've built a ramp in a day. Like it's that innovation that really makes such a difference. Um I'm conscious that don't worry, we haven't missed you in um purpose. Emma, I promise. The reason I left last is

because I'm going to ask you a question that some people may be thinking in this room. People may have a perception that well actually I'm not going to be able to make this space accessible. And I'm going to use the Giants Causeway um as an example. Most people may think oh the Giants causeway, how do you make that accessible? it's rocks or there's a lot of walk. How do you make that accessible? So my question to you is how do you make a space like that accessible or what how do you go about trying to make that space accessible and it facilities? Um I think the Giants Causeway whenever it was constructed so it used to be just a green shed um that definitely wasn't accessible um and it was a wooden it was a wooden shack basically in in its initial iteration. Um and when they designed the building, so it was a a a design and build from scratch. Um they always had thought I'm

saying they at that time because I wasn't about then, but um the uh the the concept was always with accessibility in mind. So Giants Causeway has a an approach that's on one level. Um it has gentle slopes within it. There are

hearing loops at the reception desk um and at the booking office. Uh there are audio guides in all different languages. We have guides that are trained. Um, so we have really great pre-booking information which is critical and a lot of our interpretation would be lowered so that anyone whether you're in a wheelchair or you're in a buggy or you're a child can access the interpretation that's going on in the center. Um and we're constantly it has a changing places as well of course but we're constantly trying to improve and we know that there are improvements now to be made as well. Um there's also um

four trails. So we look after about 15 miles of trails along that coast um including the trail down to the stones and around the bassalt columns. And one of those walks, loop walks, um, close to the center, the visitor center is, uh, DDA compliant. So, stop offs along the way. Beautiful viewpoint over towards the causeway. And if you want to get

down to the Grand Causeway, which is where everyone takes their photo, there is an accessible bus that's um, put on. It's in collaboration and partnership with Translink. So you can just get in the bus and get transported down and up again if you wish whether or not you have additional um accessibility needs or not. Fantastic. Now I'm not going to ask about impact because obviously Norco you get so much impact so many visitors. So instead I'm going to ask you a question about your website because one of the most important things for me is whenever wherever I'm going whether it is the giant causeway the millennium form wherever I am going or coming here I like to go have a nose at the website as I alluded to earlier most websites are not accessible but when they are accessible one of the things I look for is accessibility information what's on offer what is actually here to support me can you talk to that there and the importance of doing that there and maybe give some examples of that sure um I I think it's key, isn't it? I mean, it's key for anybody that's planning a big journey or a trip or a day out. You want to know what to expect when you get there. It's even more critical whenever

you perhaps require additional help when you're there or you have mobility concerns. So, um I think a lot of us do put in the good work and the infrastructure and forget that people will need to know this. So, we we leave it up to chance that they happen to to to to stumble upon our brilliant accessibility. Um so,

we are learning actually within the National Trust, we're learning how to improve our accessibility online before people visit. It's not perfect. It's um it's in train, I would say. So all of our sites will have access statements that anyone going on to the site can can visit so they can see what's available, what needs pre-booked, what the the roots are, how difficult they are because we have a lot of listed buildings that you know don't have acres of land or loads of um room to build gently sloping slopes. So, you need to you do need to do your homework before you visit. But I think it's it's just so critical to have that information um presented in a really relevant and truthful way because you can bet that that will attract new people to come and visit. And if they

have a great experience, they'll spread the word. They'll talk about it. If they have a bad experience, they'll talk about it even more. And that's so true with the disabled community. you know, if we find something that is accessible. Now, I'm not going to quote the statistic because my ADHD brain is terrible with numbers. I only give you my mobile number. Um,

but with um disabled people, we're more likely to recommend services if they are accessible. You see higher levels of retention people continuing to come back, continuing to leave feedback. And you're right, if we have a bad experience and that, you know, a lot of times if I've had a negative experience, I reach out to the organization and it'll depend on their response how I then go ahead. If you're going to respond to me and completely brush me off, you best believe I'm telling my granny, my auntie, my uncle, my granny's cousin down the street. Everyone's going

to find out and my community is going to find out. But nobody wants to go out of the way to have to give bad news. So if you get it right in the first place and allow people to have that information to make that informed choice. Well, you

know what? What actually I think I can do this because information is here makes such a difference. Now I'm conscious that we are coming to the end of the panel and I want to ask a question because there's people in this room. You've heard so many amazing insights there from everybody. Thank you everybody for sharing. But I want to ask this one question before we close and it wasn't on the script so I'm so sorry. Um

so my question is for you individually what has been the biggest lesson learned for you and for your organization maybe? And cut said five minutes left. Left about a minute each. No pressure. I can't see the clock to time it. Um let's start with you. I think we came in quite naive. Um I think we didn't really realize uh you know we thought by making ourselves accessible. Um that meant that you know

we allowed people to come in and use you know flat it was whatever. Um it was all the other different elements. I think we were very naive. Um so it has been but I am uh really encouraged by our staff who are pushing us forward. Um and like it's

tremendous. It's, you know, and and and without them we, you know, we we probably would have done it, but we wouldn't have done it as quickly. I love that and I just love the honesty about that journey because it's so important to be realistic where you are. Fantastic. Emma, to you again, same question. Um, I think National Trust was set up as a charity way back when, um, and it's its whole ethos is founded in providing access to nature, beauty, and history.

And for so many years we missed out on a huge segment of society. And I think my biggest takeaway is that our world is becoming more diverse every day. It's more and more diverse and we need to continue to evolve to meet the needs of all of those people everywhere, everyone. um to make them feel comfortable whether that's working or volunteering or visiting to make them feel comfortable participating, comfortable belonging and feel included. I love that. So important. Um Kylie,

over to you. Yeah, I guess my takeaway would be to listen to listen to your visitors and listen to those who aren't visiting. Um, you can learn so much from I am in social media groups, accessibility social media groups of travelers who are just dying to come to Northern Ireland, but they can't come because there's no hotel that has a profiling bed or a hoist that actually allows them to be able to stay in a hotel. So there there is money out there that people are dying to spend that um and and this is a beautiful country that people want to come to but all they're asking is to have the same experiences as you and I. Mic drop. Um and then finally le over to you at the head. Um again it would be listen to people. um

one of the stories um and it's actually similar to the so we had a lady who attended the theater um or wanted to attend the theater and obviously life changed um the Millennium Forum didn't have she was no longer able to attend because we didn't have a change in place facility she started started hoist away in Kulaf um where families now can go to Kulaf where there's a full facility but it's about listening and that's how we've learned so I think that the Millennium Forum again it was for me what I learned um whenever it kind of like obviously my roles box office manager when I started so when I got the call from someone who was bringing a school group to the pantomine and we didn't have a changing facility at this stage and she asked um would we have a sofa that she could change a 16year-old and I thought this is not right so that's it's and then you just find out just by moving forward with access the differences that you could make and you you just learn from everybody around you and you and particularly people that are living with a disability give you great ideas. Absolutely love faster there. Um and you're so right like what I've taken away most from this panel is like for anybody here there is a bundle of ideas you just heard there and you haven't even looked at the toolkit yet. So there's so much information being shared here but I think a lot of what I've heard here is about collaboration, openness, empathy and innovation. It's don't be afraid to make that to try. The biggest failure as I said at the start of this is if we don't try to make a difference then we leave a generation of people behind. And I just want to say a

massive thank you to our panelists. Can we all give them a massive round of applause? Please do network with them on the break. Go up, say hello, share what you're doing, ask for tips. Um, absolutely brilliant. We are coming up to a break now. I'm dying for a cigarette and some are so I am. It's a

very warm day up here. Um, but what I would like to do before we kind of go on that break is we we're looking at videos today of examples of good practice of inclusion and accessibility in action. So, let's take a look at what Titanic Belfast is doing.

Titanic Belfast. My name is Er Carney and I'm the associate commercial director at Titanic Belfast. At Titanic Belfast, we are a visitor attraction for everybody. So, it's really important that we have all of the facilities and all of the things that people need whenever they come to spend a day here. The purple pound in the UK is worth about 250 billion pounds and it's definitely an audience that we don't overlook. Um we really feel it's

so important that people with disabled and access needs that they really have the equal opportunities to enjoy great days out with their family to create those lasting memories and that we really want to make sure that they can do that at Titanic Belfast. Belfast is known as being a welcoming city and it shouldn't be any different for our disabled guests. It's such a perfectly placed um destination in terms of it's already really compact. It's easy to get round and we have such amazing bars, restaurants and facilities here. So, we

really need to make sure that Belfast is promoting itself and making sure that we are seen as a really accessible city. Visitor attractions like Titanic Belfast are already leading the way in terms of what we can do to make sure we really embrace everybody that wants to come to the attraction and make it accessible to them. And Belfast is perfectly positioned to do that as well. Titanic Belfast is a relatively new building. We only opened 12 years ago. So, we were very fortunate that um the building was accessible from the from the minute go, but we make sure that we're constantly striving to improve on that and to enhance our facilities here. We're

currently putting in a changing places facility to really make sure that we are um keeping up with what what our accessible um guests need. But it's also really important for us to make sure that our staff interactions and our staff engagements are there. So, we do a lot of training with our staff. It could be through dementia. It could be through

autism. Whatever those needs are, we make sure that our staff feel fully supported to be able to engage and make their experience as um good as it possibly can be. We have a lot of initiatives um including um wristbands for for guests to be able to identify themselves if they do need some special assistance. We also have all of the

hearing loops and all of those facilities that um people with accessible needs would expect when they come to a world-class visitor attraction like Titanic Belfast. I suppose the the the key thing is that we don't rest on our laurels. Yes, we have an amazing business and an amazing venue. Um, but

we need to make sure that that is followed through in terms of the experience that the customer gets when they get here and our staff and the training and just that wider awareness piece is really crucial to that and it's something we take very seriously. As a business, we also partner with Orchardville and that's not only important in terms of getting those really great insights and feedback in terms of our facilities here, but it's also

2025-05-11 04:54

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