{"id":4610,"date":"2025-11-12T16:37:23","date_gmt":"2025-11-12T16:37:23","guid":{"rendered":"https:\/\/allin.online\/?post_type=standard&#038;p=4610"},"modified":"2026-10-20T02:59:40","modified_gmt":"2026-10-20T02:59:40","slug":"accountability-structures","status":"publish","type":"standard","link":"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/accountability-structures\/","title":{"rendered":"Accountability Structures"},"content":{"rendered":"\n<div class=\"wp-block-ace-standard-fixed-content flex content-content bg_white padding indent two-column\"><div class=\"content_wrapper\"><h3 id=\"page_sub_nav\" class=\"mobile_only\">CS 4.03 Accountability Structures<\/h3><select aria-labelledby=\"page_sub_nav\" class=\"mobile_only\" id=\"nav_select\"><option value=\"#overview\">Overview<\/option><option value=\"#examples\">Practical example<\/option><option value=\"#key_considerations\">Key considerations<\/option><option value=\"#definitions_list\">Definitions and acronyms<\/option><option value=\"#learning_resources\">Learning Resources<\/option><option value=\"#linked_standards\">Linked Standards<\/option><option value=\"#references\">References<\/option><\/select><div class=\"action_links mobile_only\"><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.03 Accountability Structures\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div>\n<div id=\"overview\" class=\"wp-block-ace-standard-overview standard-content\"><h3>Overview<\/h3>\n<p class=\"wp-block-paragraph\">It\u2019s important that you follow through on your commitments to improve accessibility and challenge <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>. To achieve this, you need a strong <span data-definition=\"accountability-structure\" data-definition-id=\"4299\" title=\"Accountability structure\" data-definition-name=\"Accountability structure\" class=\"ace-definition-inserter\"><\/span>. This structure is a plan for making changes if your actions create access barriers. It should clearly outline who is responsible for ensuring changes happen in each area. Additionally, it should detail how you will track necessary changes and when they occur.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To build an accountability structure that meets the All In Standards, involve people from across your organisation. Don&#8217;t forget to include disabled people from outside your organisation as well.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Based on\u202fbest practices and lived experience, the Accountability Structures Standard makes sure that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the leaders of your organisation understand why continuous improvement in accessibility and anti-ableism is important<\/li>\n\n\n\n<li>the leaders of your organisation champion this work<\/li>\n\n\n\n<li>you have identified people in your organisation responsible for different areas of accessibility<\/li>\n\n\n\n<li>you have a clear plan for what changes you need to make, when and how they will happen<\/li>\n\n\n\n<li>your approach is informed by lived experience.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"examples\" class=\"wp-block-ace-standard-examples bg_grey inner-padding standard-examples\"><h3>Practical example<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example description<\/strong>: This organisation has established an <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span> to assist in improving accessibility at their venue. The group collaborates closely with staff members responsible for various areas of the work. All activities are documented in an access action plan. A designated staff member reports to the board quarterly on the progress of the work.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div id=\"key_considerations\" class=\"wp-block-ace-standard-key-considerations standard-key-considerations standard-content\"><h3>Key considerations<\/h3>\n<h4 class=\"wp-block-ace-heading\">Leadership<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s wise to begin establishing an accountability framework by assessing your organisation\u2019s current understanding of accessibility and anti-ableism and pinpointing any gaps as well as areas for learning and discussion. For example, you might identify:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>who is responsible for doing the work of delivering an accessible, anti-ableist experience<\/li>\n\n\n\n<li>who is accountable for making sure this is done correctly and approving it<\/li>\n\n\n\n<li>who should be consulted or asked for advice and input<\/li>\n\n\n\n<li>who needs to be kept informed about this process<\/li>\n\n\n\n<li>what you currently say about how you include disabled people in the workplace<\/li>\n\n\n\n<li>what you currently do to make sure this is the case<\/li>\n\n\n\n<li>where the gaps are in your current way of working, for example, is too much responsibility sitting with one person<\/li>\n\n\n\n<li>does everyone understand that while specific responsibilities sit with specific people, all staff are responsible for creating accessible experiences<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Leaders in your organisation need to understand the importance of improving accessibility and tackling <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>. They should confidently explain how the organisation is making progress in these areas. Leaders must be able to describe your organisation\u2019s approach to accessibility and anti-ableism. This information should be documented, such as in your access policy or equalities policy. For more about this, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/access-policies\/\">Customer Service 1.05 Access Policies<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that leaders have undergone mandatory accessibility and disability equality training. For more about this, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that leaders are regularly updated on progress towards your access action plan.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Policy and planning<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure you have an access policy that clearly explains your approach to accessibility and anti-ableism (refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/access-policies\/\">Customer Service 1.05 Access Policies<\/a>). Your policy should be available on your website. It should be available in alternative formats, for example, <span data-definition=\"large-print\" data-definition-id=\"4405\" title=\"Large print\" data-definition-name=\"Large print\" class=\"ace-definition-inserter\"><\/span> and <span data-definition=\"easy-read\" data-definition-id=\"4354\" title=\"Easy Read\" data-definition-name=\"Easy Read\" class=\"ace-definition-inserter\"><\/span> (refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/information-formats\/\">Customer Service 1.02 Information Formats<\/a> for more information).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You should have a clear access action plan that shows what you are doing to improve accessibility and challenge <span title=\"Ableism\" data-definition-name=\"Ableism\" data-definition=\"ableism\" data-definition-id=\"4283\" class=\"ace-definition-inserter\"><\/span> in your organisation. This plan can also capture the things you can\u2019t do immediately but plan to do in the future. Your plan should be broken down into individual tasks or actions. Each of these should have a named person responsible for it. Each task or action should have a timeline for when it will be completed. You could use a simple red, amber, green system to show how each task is progressing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Your action plan will guide the activities of your <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span>.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Accountable people<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-4-scaled.jpg\" alt=\"A person in a wheelchair is in the foreground, with two other individuals standing and sitting at a table in the background\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6319\" aria-expanded=\"false\" data-modal_id=\"lightbox_6319\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6319\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6319\"><p id=\"desc_image_block_6319\">A person in a wheelchair is in the foreground, with two other individuals standing and sitting at a table in the background<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6319\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6319\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-4-scaled.jpg\" alt=\"A person in a wheelchair is in the foreground, with two other individuals standing and sitting at a table in the background\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A wheelchair user sits at a meeting room table with colleagues in the background.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure everyone in your organisation knows who is responsible for various accessibility areas. Appoint named individuals to lead in their respective fields, along with a senior leader to oversee the overall efforts.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For instance, a senior leadership team member can provide overall leadership and represent the organisation externally on access issues. An internal \u2018access champion\u2019 should update the action plan and ensure that customer feedback, complaints, mystery shopper reports, staff and artist feedback, and input from advisory groups inform the plan. This person should also raise awareness about access plans and advisory groups within the organisation. It&#8217;s essential that this role includes dedicated capacity to manage these responsibilities.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Access or project leads should oversee various areas. For example, one person might handle changes to the venue&#8217;s fabric and operations, while another focuses on enhancing accessible marketing and communications. This should typically be part of their main role, such as a marketing manager managing accessible marketing and communications.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lastly, appoint a board champion, a member of your board or oversight group, to ensure accessibility is discussed regularly at this level.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On a day-to-day basis, ensure everyone knows who to escalate feedback, complaints, and queries about accessibility and <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>to if necessary. Be clear that accessibility is part of everyone\u2019s role, and that everyone can contribute to creating accessible experiences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you don\u2019t have a dedicated access role in your organisation, it should usually be the relevant manager, head of department, or the overall customer service lead. From there, issues could be escalated to the senior leader responsible for access, with input from your <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span> or board champion if required.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For small organisations, you might consider working with a freelance access consultant. They often work with several organisations in the local area or of a similar size and can assist in creating your action plan.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Access advisory groups and working groups<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-scaled.jpg\" alt=\"Several people are seated in a theatre with teal-coloured seats, watching something on stage or screen. One person is wearing an audio description receiver on a neck loop, and another is wearing bright orange ear defenders. \"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6316\" aria-expanded=\"false\" data-modal_id=\"lightbox_6316\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6316\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6316\"><p id=\"desc_image_block_6316\">Several people are seated in a theatre with teal-coloured seats, watching something on stage or screen. One person is wearing an audio description receiver on a neck loop, and another is wearing bright orange ear defenders. <\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6316\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6316\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-scaled.jpg\" alt=\"Several people are seated in a theatre with teal-coloured seats, watching something on stage or screen. One person is wearing an audio description receiver on a neck loop, and another is wearing bright orange ear defenders. \"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A group of people sit in theatre seats. One person is wearing an <span data-definition=\"audio-description\" data-definition-id=\"4310\" title=\"Audio description\" data-definition-name=\"Audio description\" class=\"ace-definition-inserter\"><\/span> receiver on a neck loop, and another is wearing bright orange ear defenders.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s important to make sure that the voices of disabled people are part of your planning and reporting. It\u2019s also useful to involve as many of your staff as possible. Improving access should be part of everyone\u2019s job.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Consider forming an <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span> to help you plan your activities. This is usually a group of disabled people from outside your organisation. It could include existing audience members. The chair of the group should also be a disabled person from outside your organisation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Such groups typically meet 3 or 4 times annually, offering independent feedback, support, and advice, as well as acting as a \u2018critical friend\u2019. They can be especially valuable if you are undertaking a capital project, such as making changes to your building.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">An access advisory group can help ensure that your plans for improving access meet the actual needs of your visitors.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When setting up your access advisory group, consider:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the purpose and remit of the group<\/li>\n\n\n\n<li>writing a terms of reference document that helps everyone understand their role, share with the members in an accessible format<\/li>\n\n\n\n<li>staff time and capacity for all responsibilities, which include creating agendas, booking accessible meeting spaces and access providers (for example, <span data-definition=\"sign-language-interpreter\" data-definition-id=\"4857\" title=\"Sign language interpreters\" data-definition-name=\"Sign language interpreters\" class=\"ace-definition-inserter\"><\/span>)<\/li>\n\n\n\n<li>setting a budget to pay group members for their time and out-of-pocket expenses (be flexible about how you reward people, as some disabled people may not be able to accept a financial payment)<\/li>\n\n\n\n<li>the budget for any access provision needed for meetings and activities<\/li>\n\n\n\n<li>how you will provide accessible meeting materials<\/li>\n\n\n\n<li>making a guide for presenters to ensure their presentations will be accessible for everyone<\/li>\n\n\n\n<li>how you will ensure sure that staff know about the group and its activities<\/li>\n\n\n\n<li>inviting staff and <span data-definition=\"contractors\" data-definition-id=\"4337\" title=\"Contractors\" data-definition-name=\"Contractors\" class=\"ace-definition-inserter\"><\/span>(including architects) to come and present to the group whenever possible<\/li>\n\n\n\n<li>when to bring issues to the group so that their input can have a meaningful impact<\/li>\n\n\n\n<li>how you will feed back regularly to the group so that they know what changes or actions have happened<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Similarly, establish an internal working group that focuses on access. This should be made up of the staff responsible for different areas of your access action plan. The group should meet regularly and focus on making progress toward meeting the targets in your access action plan. The group membership might change as you focus on different areas of your plans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This group should report regularly to your senior leadership team or an equity and inclusion-focused working group if you have one.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Tracking and reporting<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that you track your activities aimed at improving accessibility. Regularly update your access action plan to reflect progress and report this to your <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span>\/or internal working group, senior leadership team, and board.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Track mystery shopper reports, complaints, and customer feedback regarding access, and note changes to policies and procedures made in response to these.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Set regular review points (e.g., quarterly) to review and update key access documents, including your access policy, action plan, and any related sections of your equalities plan, if applicable.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Communicate publicly with your audiences, sector colleagues, and supporters to share progress, learning, and best practices.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Boards and oversight groups<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that accessibility is a regular agenda item for your board or oversight group. Ensure this group has access to your reporting on this and provide context so that they can give informed input.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Consider appointing a board champion or representative for accessibility to ensure that it is always part of the conversation at board level.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that recruitment for board and oversight group membership is accessible. If you don\u2019t currently have lived experience representation on your board, ensure that members can attend <span data-definition=\"access-advisory-group\" data-definition-id=\"4285\" title=\"Access advisory group\" data-definition-name=\"Access advisory group\" class=\"ace-definition-inserter\"><\/span> meetings, when possible, to gain insight and share the board\u2019s perspective.<\/p>\n<\/div>\n\n\n\n<div id=\"specification_table\" class=\"wp-block-ace-specification-table bg_white specification_table hide\"><h3>Standard &#8211; specifications<\/h3><div class=\"bg_grey inner-padding\"><table class=\"specification-table\"><tbody><\/tbody><\/table><\/div><\/div>\n\n\n\n<div id=\"influencing_accessible_practice\" class=\"wp-block-ace-standard-influencing-accessible-practice standard-influencing-accessible-practice standard-content hide\"><h3>Influencing accessible practice<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\n<div id=\"definitions_list\" class=\"wp-block-ace-definitions-list bg_white\"><h3>Definitions and acronyms<\/h3><div class=\"ace-definitions-list bg_grey inner-padding\"><div class=\"ace-definition-item\"><h4>Ableism<\/h4><div><p>Discrimination (or attitudes) that favours non-disabled people over disabled people.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Access advisory group<\/h4><div><p>This is usually a group of disabled people from outside your organisation. They act as a \u2018critical friend\u2019 and provide support, feedback and advice.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Accountability structure<\/h4><div><p>A plan for how you will make changes if you find out that your actions are creating access barriers for people. The plan includes knowing which people are responsible for making sure that the changes are really made.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Audio description<\/h4><div><p>Narration that describes visual elements of a live experience or video. Audio description describes important visual details such as costume, set, location, facial expressions, body language and actions.<\/p>\n<p>It can be delivered live through speakers or a headset to people at an event or show, or as a live or pre-recorded audio described tour (for example at a museum). It can also be integrated into the script of a play or a voiceover, or delivered by a character. In a digital context, such as cinema or video, it can be delivered as a separate audio track or integrated into a script or voiceover.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Contractors<\/h4><div><p>People who are employed to do work for an organisation or venue and given a contract for a fixed length of time. Usually, they are freelance rather than being a salaried member of staff at the organisation.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Easy Read<\/h4><div><p>An alternative version of written information that uses simple words and pictures to help someone understand. Easy Read is often used by people with a Learning Disability.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Large print<\/h4><div><p>Large print is defined by the RNIB as being 16pt Arial or bigger. You should not refer to a document as being large print unless it conforms with this standard. Large print documents should also conform to other clear print guidelines concerning layout, use of fonts and images.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language interpreters<\/h4><div><p>Sign language interpretation is translation of the spoken and sound elements of an experience to British or Irish Sign Language. It can be delivered by a sign language interpreter located apart from the main action (for example at the side of the stage, on a separate screen, on video accessed by QR code signage) or by signing character(s) or presenters embedded in the main action or overlaid on a video.<\/p>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div id=\"learning_resources\" class=\"wp-block-ace-standard-learning-resources standard-content\"><h3>Learning Resources<\/h3><div class=\"links-on-newtab-text\"><\/div>\n<h4 class=\"wp-block-ace-heading\"><strong>Access Advisory Groups<\/strong>&nbsp;<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.musedcn.org.uk\/2018\/08\/02\/setting-up-a-disability-advisory-group-horniman-museum-and-gardens\/\" target=\"_blank\" rel=\"noreferrer noopener\">Horniman Museum: Setting up a&nbsp;Disability Advisory Group for Horniman Museum<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/tinctureofmuseum.wordpress.com\/2018\/06\/29\/setting-up-an-access-advisory-panel-things-to-consider-experiences-from-the-horniman-museum-2018\/\" target=\"_blank\" rel=\"noreferrer noopener\">Tincture of Museum: Setting up an Access Advisory Panel<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/disabilityphilanthropy.org\/resource\/guidance-on-creating-disability-advisory-groups\/\" target=\"_blank\" rel=\"noreferrer noopener\">Disability and Philanthropy Forum: Guidance for Foundations on Creating&nbsp;Disability Advisory Groups<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.barbican.org.uk\/sites\/default\/files\/documents\/2025-03\/Renewal%20Access%20and%20Inclusive%20Design%20Advisory%20Group_Terms%20of%20Reference.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">The Barbican: Terms of Reference Barbican Renewal: Access and Inclusive Design Advisory Group<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong>Access Action Plans<\/strong>&nbsp;<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.culturehive.co.uk\/resources\/example-disability-action-plan\/\" target=\"_blank\" rel=\"noreferrer noopener\">CultureHive: Example:&nbsp;Disability Action Plan by Australian Centre for the Moving Image<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/attitudeiseverything.org.uk\/industry\/live-events-access-charter\/\" target=\"_blank\" rel=\"noreferrer noopener\">Attitude is Everything: Live Events Access Charter: Sample Access Action Plan \u2013 This can be accessed by signing up to the Live Events Access Charter<\/a>&nbsp;<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"skills_development\" class=\"wp-block-ace-standard-skills-development standard-skills-development standard-content hide\"><h3>Support and skills development<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\t<div id=\"linked_standards\" class=\"wp-block page-links wp-block-ace-linked-standards \">\n\t\t\t<h3 class=\"block-title\">\n\t\t\t\tLinked Standards\t\t\t<\/h3>\n\t\t\t\t\t\t<div class='flex flex_50 link_blocks'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Person holding a large print guide titled &quot;Leeds Gallery 3rd quarter&quot; in a museum setting.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5846\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4597\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4597\">Person holding a large print guide titled &#8220;Leeds Gallery 3rd quarter&#8221; in a museum setting.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 1.02 Information Formats<\/h4>\n\t\t\t\t\t\t\t\t<p>Information materials are routinely accessible.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Open door with a sign reading &#039;Accessible toilet \u2013 Not all disabilities are visible. In the background there is a hallway with a red carpet and a poster on the wall\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5952\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4600\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4600\">Open door with a sign reading &#8216;Accessible toilet \u2013 Not all disabilities are visible. In the background there is a hallway with a red carpet and a poster on the wall<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 1.05 Access Policies<\/h4>\n\t\t\t\t\t\t\t\t<p>Estabish an access policy and ensure all accessible processes are covered. Make sure there are references to disabled people in any wider policy. Ensure disabled people are involved in the policy writing process.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6344\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_3670\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_3670\">A group of people are seated around a table covered with papers, notebooks, and coffee cups.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\" class=\"card_target\">CS 4.01 Training and Skills Development<\/a><\/h4>\n\t\t\t\t\t\t\t\t<p>Create opportunities for staff, volunteers and freelancers to receive regular disability and intersectionality training, guidance and self-development tools.<\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\t<div id=\"references\" class=\"wp_block references wp-block-ace-standard-references \">\n\t\t<h3 class=\"block-title\">\n\t\t\tReferences\t\t<\/h3>\n\n\t\t<div class=\"links-on-newtab-text\"><\/div>\n\t\t<ol class=\"references-list\">\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Attitude is Everything (n.d.), Live Events Access Charter: Sample Access Action Plan [online] Available at: <a href=\"https:\/\/attitudeiseverything.org.uk\/industry\/live-events-access-charter\/\">Attitude is Everything Live Events Access Charter<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>CultureHive (n.d.), Example: Disability Action Plan by Australian Centre for the Moving Image [online] Available at: <a href=\"https:\/\/www.culturehive.co.uk\/resources\/example-disability-action-plan\/\">Disability action plan example<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Disability and Philanthropy Forum (n.d.), Guidance for Foundations on Creating Disability Advisory Groups [online] Available at: <a href=\"https:\/\/disabilityphilanthropy.org\/resource\/guidance-on-creating-disability-advisory-groups\/\">Creating disability advisory groups guidance<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Horniman Museum (n.d.), Setting up a Disability Advisory Group for Horniman Museum [online] Available at: <a href=\"https:\/\/www.musedcn.org.uk\/2018\/08\/02\/setting-up-a-disability-advisory-group-horniman-museum-and-gardens\/\">Setting up a disability advisory group for Horniman Museum<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>The Barbican (n.d.), Terms of Reference Barbican Renewal: Access and Inclusive Design Advisory Group [online] Available at: <a href=\"https:\/\/www.barbican.org.uk\/sites\/default\/files\/documents\/2025-03\/Renewal%20Access%20and%20Inclusive%20Design%20Advisory%20Group_Terms%20of%20Reference.pdf\">Access and Inclusive Design Advisory Group The Barbican<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Tincture of Museum (n.d.), Setting up an Access Advisory Panel [online] Available at: <a href=\"https:\/\/tinctureofmuseum.wordpress.com\/2018\/06\/29\/setting-up-an-access-advisory-panel-things-to-consider-experiences-from-the-horniman-museum-2018\/\">Setting up an access advisory panel Tincture of Museum<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t<\/ol>\n\t<\/div> \n<\/div><aside class=\"sidebar flex-item\"><h3>CS 4.03 Accountability Structures<\/h3><nav class=\"sub-nav\"><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical example<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><\/nav><div class=\"hide fixed scroll_menu\" aria-live=\"polite\"><h3>CS 4.03 Accountability Structures<\/h3><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical example<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.03 Accountability Structures\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.03 Accountability Structures\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/aside><\/div>\n","protected":false},"featured_media":6316,"parent":3669,"menu_order":3,"template":"","class_list":["post-4610","standard","type-standard","status-publish","has-post-thumbnail","hentry"],"acf":{"short_description":"Creating an accountability structure to ensure that commitments to accessibility (and anti-ableism) are maintained.","make_visible_to_taster_account":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Accountability Structures - All In<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/accountability-structures\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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