Business Capacity Program
Amplify Access and Achieve Purposeful Profit
Attract the Accessible Tourism market and see revenue growth and increased customer numbers within Tourism, Hospitality Leisure and Retail.
Amplify Access and Achieve Purposeful Profit, in partnership with City of Melbourne, is an online 6-month program for customer-focused businesses within the visitor economy, who want to boost revenue and become industry leaders by incorporating inclusive practices for people with disability (no matter what your starting point or budget is).
This program was proudly funded by the City of Melbourne, supporting a cohort of businesses in enhancing accessibility across the city.
Express your interest in future programs and we’ll keep you informed about upcoming opportunities in your area.
Most organisations ignore their biggest value driver – serving customers with access needs.
Commitment to increase inclusion for the disabled community will provide businesses with a competitive advantage- attracting older people and young families (markets segments which are also growing in size).
By implementing inclusive practices in your service you can
1. Increase revenue
2. Attract new customers and increase retention of existing customers
3. Create a point of difference without pivoting
4. Lead your industry with purpose
5. Reduce barriers for people with access needs who want to engage in your services
Making up 1.27 billion people globally, people with disability represent nearly one person in five on the planet.
The Australian accessible tourism market is valued at $13.5B
In Australia, there are 5.5 million people with disability and with an ageing population, this segment is set to continue to grow.
AU $40 billion is the combined annual disposable income of this market segment.
This market segment is the third largest economic power in the world.
54% of this market will spend more in restaurants and services that have made an effort to be accessible and welcoming.
Doing good can contribute to a reputational – and financial – return. Social responsibility is an enormous differentiator for today’s consumers when it comes to deciding if they want to do business with you.
You might be surprised to hear that it doesn’t need to cost a fortune and you don’t need to get the sledge hammer out!
INTRODUCING
Amplify Access
& Achieve Purposeful Profit
A results-focused program, that will support you to implement game- changing strategies and inclusive practices that go beyond the basic access requirements for people with disability, which are proven to reward businesses with increased revenue and greater market share.
What you’ll learn
→ Foundations of accessibility so you can be confident that you’re offering an accessible experience that sets your service apart. Â
→ Offer an inclusive service for people with a range of access needs.
→ Develop an inclusive culture that attracts loyal staff and more customers.
→ Create an inclusive and accessible customer experience using low-cost, high-impact solutions in this 6-month mentor program.
→ Create an inclusive staff experience so you can hire people with disability and enjoy the financial and social benefits to your business that it brings.Â
→ Discover a range of access solutions that you can incorporate, no matter what your starting point or budget.
→  Learn best practices that will help you attract more customers and increase revenue.
→ Gain an understanding of the process of creating accessible services and establish an action plan that sets you up for success.
Outcomes
By the end of this Amplify Access & Achieve Purposeful Profit program, you should be able to:
→ Understand the foundations of accessibility within your service.
→ Identify barriers throughout your customer journey.
→ Identify solutions that can be implemented in the short, medium and long term.
→ Implement high-impact, low-cost solutions that remove existing barriers.
→ Progress with employing people with disability to reduce your staff shortage.
→ Understand how to communicate your accessibility features to your audience in order to increase market share and build loyalty within your customer base.
→ Learn skills that you can continue to apply into the future, ensuring that you continue to offer an accessible service and lead your industry, no matter how your business evolves.
→ Gain an understanding of the process of creating accessible services and establish an action plan that sets you up for success.
Program Impact and Outcomes
The 2024 Amplify Access program delivered phenomenal results, empowering businesses across the City of Melbourne to enhance accessibility and inclusivity. Participants joined the program at various stages of their accessibility journey, ranging from those just starting to explore inclusivity to those with established practices looking to refine and expand their efforts. Regardless of their starting point, every participant achieved significant outcomes, including improved policies, enhanced customer experiences, and meaningful accessibility initiatives that contribute to a more inclusive Melbourne.
Policies and Procedures
At the completion of the program- 70% of participants were making changes to polices, procedures and processes; 10% of participants had already made changes and 20% were planning on making changes.
There was a positive shift in the adoption of policies, procedures, and processes related to accessibility and inclusion among participating businesses including:
- Introducing Disability Inclusion Training for staff
- Review of recruitment processes to foster inclusive employment processes with 100% percent of participants more likely to employ people with disability.Â
- Development of a Disability Inclusion Committee
- Commitment to developing inclusive procurement policies.Â
Disability Inclusion Action Plan
At the completion of the program: 50% had developed a DIAP; 20% planned to develop a DIAP and 30% had made changes to their exiting DIAP.
The program provided small businesses with limited resources the crucial support and guidance. needed to accelerate the development of their DIAP, delivering assistance that they otherwise would not have had access to.
The program had a particularly positive impact on organisations that had already developed accessibility plans. For these organisations, the program highlighted gaps that had previously gone unnoticed, prompting them to reassess and update their existing plans.
This process not only enhanced their offerings but also ensured that their initiatives remained relevant and effective in meeting the evolving needs of their customers.
Communication and Information
At the completion of the program: 60% of participants had made changes to increase accessibility of their communication and information; 40% planned to make changes to enhance the accessibility of their communication and information.
Participants made significant strides in implementing accessible communication features including:
- Website Accessibility
- Creation of a dedicated accessibility webpage
- Addition of accessibility features such as alternative text, image descriptions and accessible document formats.
- Creation or modification of an Accessibility Guide
The program drove meaningful progress in enhancing accessibility across a range of digital and physical touchpoints.
Physical Environment
At the completion of the program: 70% of participants planned to reduce barriers to the physical environment where possible; 30% committed to considering physical barriers when choosing third-party venues as part of developing expereinces and services. to make changes to enhance the accessibility of their communication and information.
A strong commitment was demonstrated among participants to enhance the accessibility of their physical environments features including:
- Implementation of a quiet space or sensory friendly area.
- Improved wayfinding and signage
- Accessible seating options
- Accessible lighting options
The program effectively inspired businesses to make meaningful advancements, ensuring their spaces better cater to a diverse range of needs, even within the constraints of their existing physical environments
These outstanding outcomes were made possible through a comprehensive approach that addressed the core aspects of accessibility and inclusivity. The program was structured around five key pillars, each designed to equip businesses with the tools, strategies, and knowledge needed to make impactful changes. From fostering a commitment to inclusion to enhancing physical environments and communication, these pillars provided a solid foundation for participants to drive meaningful improvements in their operations and customer experiences. Let’s explore the pillars that underpinned these transformative results.
Five Key Pillars
Commitment To Inclusion
- Why Access and Inclusion is a great business strategy.
- Access, Inclusion and your customer journey.
- Strategies to incorporate to create an Accessible service from the top down.
- What the law says about your business.
- How you can create sustainable, long lasting change.
Construct A Culture
- Why every person needs to be part of the change.
- Myths and misconceptions that are creating barriers within your organisation
- How to empower your staff to increase access and inclusion.
- Employing people with disability
Premises and Design
- The ‘How-to’, ‘What-to-Do’ and ‘Where-to-start’. Learn about physical access as well as the finer details that make all the difference.
- Learn simple, low-cost, high-impact solutions that can be implemented immediately to increase the accessibility of your premises for people people with a range of access needs.
 Communication
- The ‘Must- do’s’ and ‘How-to’ of digital communication.
- Craft accessible offline material.
- The Art of communicating your commitment online and offline, Eliminate the guesswork of capturing this market by using our templates to create a gold-standard service.
Innovative Services
- Inclusivity is key: How inclusive design can transform your business
- innovative strategies for inclusive business growth
- Creating inclusive design: 3 key elements for accessible products and services.
* PLUS *
1:1 consultation with your in house Access Expert, Sarah O’Mara to establish an action plan, making sure your commitment is long lasting.
Done-For-You and Done-With-You Resources saving you hours of hard work; including templates, guides, cheat sheets, checklists, and scripts, so you don’t waste time and can make immediate changes to your service.
Hands on accountability, direction and guidance to help you put these strategies into practice right away and fast track your results.
Strategy sessions with Access Experts for tailored support, direction and problem solving – no figuring it out by yourself!
Can’t make it live? All calls are recorded, so you can watch at a time that suits you.
Exclusive sessions with Guest Experts sharing the strategies working right now to create effortless access in your business.
24/7 Access to a Private Members Group so you can connect with other action takers in the program and ask questions, receive support and accountability throughout the 6- months.
At first, I wasn’t sure whether the Amplify Access program would be right for us, however upon meeting Sarah and talking through our progress to date, unique strengths and challenges, it became clear that Sarah could greatly assist me in implementing further access initiatives at the MCG.
Sarah was able to deliver the learning materials in engaging, bite-sized pieces. Sarah’s carefully selected guest speakers gave context to the information and every topic was complemented with a great array of downloadable resources and templates allowing me to develop my own journey maps and action plans.
Getting to complete the program alongside other venues meant that we could all learn from each other, share success stories and troubleshoot problems together.
The unrivalled access we all had to Sarah during the program was invaluable and anytime I had a question or dilemma, Sarah would have the answer!
If the opportunity presents, I would highly recommend joining the program.
This is ideal for your business if you’re in:
- Hospitality
- Tourism
- Retail
- Recreation
- Any business within the visitor economy
Most industries will gain returns from this training, so just ask if you’re not sure.
💥 Any size business
💥 Any budget
💥 Any level of accessibility currently in place
The MOST important is a willingness to make a change and a commitment to long-term impact and growth.Â
Before joining the Amplify Access Program, our hotels met compliance requirements for accessible facilities, but we realised we lacked a deeper understanding of accessibility and how to effectively communicate our offerings, particularly through digital channels.
Since participating in the program, we’ve made significant improvements, including updating our website content to clearly outline accessible features and booking options. We also conducted a property walk-through with an industry expert, who provided valuable recommendations that we’ve since implemented. Additionally, we’ve formed an internal Accessibility and Inclusion Committee to continue improving awareness and communication and have vetted guest-recommended businesses to ensure they align with our accessibility standards.
The program provided valuable insights through guest speakers, venue audit recommendations, and peer discussions. One of the key takeaways was understanding the importance of starting accessibility improvements, even if it’s not perfect from the outset.
The online format and sessions were convenient and allowed us to allocate time for pre-work, ensuring a manageable balance with our day-to-day responsibilities and making the learning both practical and effective.
Sarah’s expertise in Accessible Tourism was invaluable, offering practical steps to enhance business opportunities in this growing market. Her depth of knowledge and clear, well-structured content made the program engaging and highly impactful.
We highly recommend working with Amplify Access to any business looking to improve their accessibility and inclusivity practices.
No business can afford to turn away customers.
This is where we come in, we help businesses tap into this expanding and profitable market without feeling overwhelmed using low-cost, high- impact solutions.
I had the privilege of participating in the 2024 Amplify Access program, an initiative aimed at promoting inclusion and accessibility across the tourism and events sector, on behalf of the Melbourne International Comedy Festival. The program was transformative for the organisation and my own personal thinking, offering in-depth modules on universal design and practical strategies for reducing barriers faced by people with additional requirements across all facets of the Festival.
Throughout the course, I gained valuable insights into how small changes can make a big difference in creating a more welcoming and equitable environment for festival patrons and participants. The training focused on practical tools for improving access across physical spaces, digital platforms, and performance experiences, ensuring that every individual, regardless of ability, could enjoy the festival to its fullest.
The expert-led sessions (and guest speakers) were informative and inspiring, challenging my perceptions and encouraging forward-thinking solutions. By the end of the program, I felt equipped with the knowledge to implement universal design principles and make tangible changes to enhance accessibility across our communications, our operations and our practices.
The course was delivered within an online, flexible group setting which fostered a sense of community and collaboration within the program. It allowed for shared experiences and frustrations to be explored and shared. Amplify Access didn’t just provide a set of guidelines – it empowered us to consider and drive meaningful change, ensuring that the Festival remains a place where everyone feels included and celebrated (and improves the areas which require ongoing work).
I’m grateful to have been part of such a forward-thinking initiative and would encourage anyone who cannot afford to turn away customers (hmmm – everyone!) to consider the program.
Good Access is Good For Business
→ Everyone deserves equal opportunity to enjoy lifestyle activities, hassle free, with confidence and with dignity.
→ Businesses and the disabled community all benefit when we improve the access and inclusion of services.
→ Complying with the standards of the built environment is not enough. Most businesses are not aware of the finer details that make or break a customers experience.
→ One size does not fit all. Access means different things for different people, so it’s important to address every stage of the customer journey.
→ Access means more than an accessible toilet, there are many different ways you can open doors to this market.
→ You can create an accessible service with solutions that are easy to implement, high-impact and low cost.
Societal attitudes have made it vital for businesses to place social responsibility at the heart of their strategies. A broader social purpose is now inextricably linked to business health and growth.
Stitch Bar is the perfect drinking den to enjoy a rare whiskey while trying a burger or hot dog. The cocktail bar with American diner style food will leave you salivating for more, while the drinks will keep your whistle whet.
We got involved in this program as inclusivity is a big part of our business and to be guided through this program will enable us to add accessibility thus given more people the chance to enjoy the Stitch experience.
Having participated in the Amplify Access program, we feel far more confident in delivering an accessible customer experience. We have a better understanding of our customer journey and barriers that exist throughout and now have a plan moving forward to improve access for our customers , we are much better positioned to create an inclusive culture within the organisation.
We Understand, You’re Busy…
That’s why this program has been designed in a way that can be tailored to suit your schedule.
The resources have been intentionally designed to help you put everything into practice right away. But we understand that life and business happens and this isn’t always possible.Â
As with anything, the more you put in, the more you’ll get out, and the faster and more impactful your results will be.
The fact is that although one in five people live with a disability, the average business does not offer an accessible customer experience.Â
Accessibility can feel overwhelming. Figuring out where to start and how to get it right can feel challenging.Â
This program puts you in control of your growth, so that no matter where you take you business or how much it grows, you can ensure it is always inclusive and reaching 100% of your ideal audience. Â
It’s PROVEN that if you provide an accessible and inclusive service, you will see a ROI through increased market share, increased cash flow and a reputation that precedes you.
Amplify Access provided Plate it Forward with a deep dive into the areas of our businesses that could be improved through greater accessibility.
With the help of Amplify Access we were able to design tools such as an accessibility training manual for our staff to create an inclusive workplace culture and accessibility guides for customers to ensure access and inclusion are a part of our offering. Attending the course was manageable with a busy schedule, and being both online with each session recorded made it easy to stay up to date if I did have any schedule conflicts.
I’d recommend Amplify Access to any business looking to introduce or increase their access and inclusion solutions for the ease and low-cost solutions provided, and the opportunity to complete a deep dive of your customer journey to find the best solutions for your business.
Amplify the access of your visitor experience
→ Stand apart from the crowd by implementing simple, low-cost access solutions for an underserved market.Â
→ Become an industry leader by incorporating practices that most businesses don’t address, promoting economic growth and social inclusion.
→ Create a customer base with proven high retention rates (when you offer an accessible service).
→ Spend less time and money on marketing by creating a reputation for good and positive word of mouth.
→ Avoid missing customers on your doorstep (who actually want to spend their money).
→ No need to pivot, simply offer your existing service in a way that reaches a wider audience.
→ Grow your market share and increase cash flow by attracting people with access needs.
→ Develop stronger customer engagement by placing social purpose at the heart of your strategies.
→ Lead your business now and into the future by attracting an ever growing market.Â
No matter what level of access is currently offered in your service, we will help you develop the skills and solutions to increase the accessibility of your customer journey, create an inclusive culture and implement simple, low-cost solutions, resulting in immediate and long-term growth.Â
Here’s a recap of exactly what’s included when you join Amplify Access & Achieve Purposeful Profit:
→ Access to Online Modules:
- Commitment To Inclusion
- Construct a Culture
- Premises and Design- Optimise your access
- Inclusive and Innovative Services
- Connect Through Communication
→ Guest Expert SessionsÂ
→ 1:1 Consultation with Flare Access
→ The Done-for-you Bonuses
→ 12 Live Workshops and Hot Seat Calls
→ The Private FB Community
→ Direct access to Flare Access for 6- months.
→ An Accessibility Plan that will set you up for success in the future.
Register your interest for a free consultation to answer your burning questions and learn if this program is right for your business.
Don’t Miss This Opportunity
This program is going to teach you how to think like an Access Consultant, so you can identify the barriers within your service that are turning customers away, and implement access solutions (without the price tag of a professional Audit) that will boost your cash flow in the short and long term.
This puts you in control of your growth, so that no matter where you take your business or how much it grows, you can ensure it is always inclusive and reaching your 100% of your ideal audience.
If you’re still not sure this program is for you, feel free to book a call here.Â
Frequently Asked Questions
Am I eligible to participate in this program?
Eligibility criteria:
Applicants need to meet the following criteria:
- Businesses must be willing and available to commit to approximately two hours per week to the program. This includes:
- Completion of online modules (approximately two hours per month).
- Attendance of live workshops or viewing of recordings (approximately three hours per month).
- Implementation of activities to review your service, identify barriers and plan solutions (approximately two to five hours per month – the more you put in, the more you will get out).
- Be willing to incorporate access solutions throughout your customer experience – businesses will be supported to incorporate high-impact, low-cost solutions as well as establish an accessibility plan for the future.
- Be willing to commit to offering an accessible service beyond the life of the program.
- Be available to participate in program outcome measures including surveys and interviews including:
- Pre and post-program self-reported audit.
- Module surveys
- Post-program interview.
- Participation in outcome measures will require approximately three hours in total split across the duration of the program.
How is the program delivered?
The program will have a combination of:
- online pre-recorded sessions and resources (including worksheets, scripts, templates, case studies)
- live Q&As with the access consultant (Sarah O’Mara) via Zoom
- live workshops with guest experts via Zoom
Outside of this, you will also have access to Flare Access, Guest experts and the rest of the group in a private Online community.
What if I can’t make a call live?
All calls will be recorded and you will have access to the replays – so you won’t miss out on anything. You will have a chance to submit questions for Sarah to answer on these calls even if you cannot attend live.
What size business or corporation will this program suit?
The program will suit any size business within the visitor economy sector who has the commitment to incorporate inclusive practices to their service.Â
What industry should I be in to participate?
This is ideal for your business if you’re in: Hospitality, Tourism, Retail, Recreation, any business within the Visitor Economy.
There are loads of industries that will be perfect, so just ask us if you’re not sure.
I have not considered the accessibility of my service yet, is this still relevant for me?
Absolutely. Universally accessible environments result in equity of participation for all. This program will set you up with the foundational skills of how to incorporate inclusive practices which will serve you no matter how your business grows.
The content and online resources available through the program will have longevity and can be used in the future for multiple purposes. So it pays to access the program even if you are right at the start of the journey.Â
What sort of resources are available to help me implement the training?
Alongside the training sessions and live calls, you will access multiple examples of how to implement the strategies, including behind the scenes examples of what Sarah and her guest experts have incorporated. This might include but not limited to checklists, communication scripts and social media templates.
You will also have access to a range of online toolkits and resources during and post-program, including:
- Templates to support you write your own access statements.
- Tailored accessibility checklists for venues and experiences.
- Checklists and online toolkits on accessible digital communication, including communication scripts and social media templates.
- Inclusive tourism made easy: top tips to get started.
- Essential tips for crafting an accessibility guide.
- FAQs about accessible tourism for business / debunking myths (including references to relevant research).
What level of personalised feedback can I expect?
There will be multiple opportunities to receive personalised feedback and direction throughout the six months program from Flare Access and the guest experts via the live calls, workshops as well as being able to tap into the collective expertise of all the other participants in the Online Group.
You will also benefit from the one-on-one sessions with Sarah to help you develop and implement your own Access Action Plan.
I’m extremely busy; how much time will we need to allocate for this program?
To get the best results within the six months period, we recommend dedicating approximately 2-3 hours per week to go through the Amplify Access and Achieve Purposeful Profit content and implement the learning as you go.
The resources have been purposefully designed to help you put everything into practice right away. As with everything, the more you put in, the more you’ll get out and the faster your results will be.
I don't have an accessible toilet at my venue, will I still benefit from this program?
Absolutely. There are many ways to offer an inclusive service that go beyond an accessible toilet.Â
Accessibility means something different to every person and you can still target groups within this sector who do not require an accessible toilet
Will I need a large budget to make my service accessible?
There is no need for a large budget. In this program we will focus on easy to implement, low cost, high impact solutions that you can incorporate no matter what your budget is.
Who is delivering the program and what is their area of expertise?
The Amplify Access and Achieve Purposeful Profit program has been carefully designed by Flare Access Consulting and will be delivered by Sarah O’Mara an Occupational Therapist and Access Consultant and founder of Flare Access Consulting.
As an Access and Inclusion Consultant and certified Occupational Therapist, Sarah has extensive experience in disability awareness training in Australia and the United Kingdom, and assessment of the built environment and the customer journey of venues, attractions, transport and events.
Sarah supports recreation, hospitality and tourism organisations to remove barriers to accessibility, create inclusive experiences and accessible environments throughout the customer journey by helping them understand the relationship between service provision, the built environment and the needs of people with disabilities whilst achieving economic growth.Â
I have a question that hasn't been answered, where can I contact you?
For more details, please email Sarah O’Mara, the facilitator of the program, on sarah@flareaccess.com where Sarah will personally respond to your questions.
The value of this is HUGE!
You essentially have an Access Consultant in your back pocket, holding your hand throughout the entire process (without the hefty price tag) and that is invaluable.
This is so much more than a quick fix. You’ll learn skills and solutions to carry with you, no matter where your business takes you.
DISCLAIMER
This site is not a part of the LinkedIn website or Microsoft. Additionally, This site is NOT endorsed by Microsoft in any way.
Please understand that no results can be guaranteed.