What does a JAM Card look like?
JAM Cards are plastic and credit-card sized. The first side has the JAM Logo and text ‘Just A Minute’. The reverse side asks for patience and a message that include:
• I have a learning disability
• I have a learning difficulty
• I have an intellectual disability
• I am autistic
• I have autism
• I have dementia
• I have a visual impairment
• I have a condition
JAM Cards are currently available in English and Irish. JAM Cards are also available on a phone app that displays the same message as above. The App has additional features such as finding JAM Card friendly business and allows users to rate their experiences.
What is a Communication Barrier?
A person with a communication barrier may find it more difficult to send, process, and understand different types of communication. This may be obvious in their language, hearing, speech, or body language. Communication difficulties could occur for a wide range of reasons including because of the following:
• Stammer or stutter
• Brain Injury
• Hearing Loss
• Sight Loss
• Stroke
• Learning Difficulty
• Intellectual Disability
• Neurodiversity
• Illness or health condition
Quite often these difficulties may not be visible. The JAM Card allows a person with a communication difficulty/barrier to indicate that they need “Just A Minute” of time and patience when using a service.
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70% Of users report a a positive impact
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62% Of users find it easier to speak
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64% Of users feel more confident when using
Impact of Your Environment on JAM Card Users.
Some customers who use a JAM Card may require adjustments to the physical environment. Here are some areas for you to
SENSORY
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Lighting Is your lighting too bright or too dark?
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Background Music Is the background music to loud?
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Temperature Is the room too hot or too cold?
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Smells Are the overpowering smells that may make a customer feel nauseous or distracted.
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Noise complexity Is the environment busy and producing lots of different sounds which could be overwhelming?
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Textures Are the fabrics on chairs and furniture causing the customer to feel uncomfortable?
SUPPORT
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Signage Do you need to change the font size or add pictures? Is it easy to read and understand?
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Payment for goods and services Do you provide a flexible and convenient way to pay for goods and services?
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Assistance Can your customers choose whether they would like assistance or whether they would prefer to shop independently?
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Paper & Pen Do you have a note pan and pen close by in case your customer needs to write something down?
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Time Does the customer need additional time to answer a question, count their money, or find a ticket.
PHYSICAL
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Business Could you provide a quieter area for those who prefer less sensory stimulation?
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Floor Space Is your floor space free of obstacles to allow freedom of movement around your store?
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Reception Desk Is there a lower-level section for a wheelchair user, an elderly person or anyone who needs to be seated at the reception desk?
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Partitions/barriers Is there are partition or screen between you and the customer that may affect communication? Could you come around to the front of the desk to communicate?
Customer Service to JAM Card Users on the Phone
It may be difficult for some customers who have a disability to communicate over the phone. Let people know that you are a JAM card friendly organisation by displaying the logo on your website, email signature and social media. This will encourage customers to disclose that they are a JAM Card user during a phone call, indicating that they may need extra time and patience when communicating over the phone.
Here are some things you can do to ensure an excellent customer service experience.
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Automated phone line You could have a dedicated phone line for JAM Card Users. For example, “Press 1 if you are a JAM Card User” this would allow the customer to go through to an advisor who can give them more time.
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Dedicated Customer Services Advisor It may be a good idea to have a customer services advisor dedicated to answering calls and queries from JAM Card users and vulnerable customers. This means they can give the time and patience needed for those with a communication difficulty.
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Customer Waiting It may be helpful to have a recorded voice message during the customer waiting time. For example: “(Company Name) are a JAM Card Friendly Organisation. If you are a JAM Card User or have difficulty communicating please feel comfortable to make this known to your customer advisor.
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Communication Allow the customer some extra time to communicate their needs, giving them reassurance. Speak clearly and avoid the use of complex words or jargon. Give clear and simple explanations or instructions were possible. Smile – your customer can sense this at the other end of the phone.
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Customer Service to JAM Card Users Online You can cater to a broader market when you ensure that your website and online services are accessible to those who have disabilities.
Here are some ways in which you can do this:
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Text Add images with Alt text. Alt text will describe the images to your users. Make sure the descriptions are as clear as possible. Allow users to enlarge font sizes.
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Visual Have a high contrast between the background and the foreground, for example black writing on a yellow background. Add keyboard navigation to help those with who have limited vision.
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Accessibility of media Make your videos and multi-media accessible. Audio descriptions may help with this, as well as subtitles.
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Online Chat functions Ask customers in any online chat function if they are a JAM card Users. Provide guidance to staff on how to support customers online an
consider how JAM Card users will interact with any automated services.
It is important to provide different communication methods to suit the diverse needs of your customer