Accessibility for Ontarians with Disabilities Act (AODA) and
the customer service standard training
Learning Outcomes
At the conclusion of this training you will:
- Have
an overview of the Accessibility for Ontarians with Disabilities Act, 2005
(AODA) and the requirements of the customer service standard
- Know
your organization’s plans to provide accessible customer service
- Gain
confidence in interacting with people with various types of disabilities
- Be
familiar with how to interact with people with disabilities who use an
assistive device or require the assistance of a service animal or a
support person
- How
to use any equipment or devices available at your workplace to assist with
providing goods or services to people with disabilities
- What
to do if a person with a disability is having difficulty accessing your
organization’s goods or service.
Learning Objectives
The purpose of this training program is to:
Familiarize you with the purposes and mandates of the
Accessibility for Ontarians with Disabilities Act (AODA) and the customer
service standard.
Provide you with a framework for developing and implementing
a customer service plan as required by Ontario
law.
Empower organizations and their employees with the
confidence to competently and respectfully provide services to customers with
disabilities.
Provide the tools necessary to provide immediate and
on-going staff training on the customer service standard.
Workplace Discrimination and Harassment Prevention (WDHP) for Staff: This course provides instruction on the roles and responsibilities of staff in creating and maintaining a respectful workplace pursuant to human rights legislation. Through role playing and group interaction, participants gain insight into behaviours that lead to human rights abuse in the workplace. Prevention through positive behaviour is stressed and the resolution strategies available through Alternative Dispute Resolution (ADR) are discussed. Psychological harassement, bullying and workplace violence are issues covered in this course. Course can be easily tailored to meet the needs of any organization. Half-day.
