Customer Service Accessibility for Person with Disabilities – Training
As you may know, as of January 1, 2012, the Ontario Ministry of Community and Social Services has enacted the AODA (Access for Ontarians with Disabilities Act). This legislation is requiring all employees and volunteers of businesses and organizations that deal with the public to follow a prescribed set of customer service standards when serving people with disabilities. Customer service is understood as how we interact with everyone who come through our doors.
Any person (paid or volunteer) who is identified as a provider of customer service at St. Andrew’s (employee, usher, lift operator, church school or study group facilitator, or Linger Lunch host) must receive training.
Your training has three steps - it won't take long!
Step 1: Watching the e-Learning Course Video
The training video, Serve-ability: Transforming Ontario’s Customer Service, can be found by clicking on the ACCESS ON logo (green circle to the left) .
It will take about 30 – 45 minutes to complete this video course. If you have already received AODA training with another employer or organization, you are not required to do this part of the training.
When you get to the government e-learning page (yellow background), choose English Flash and proceed as indicated.
There are a few multiple choice quiz questions. Try them to see how well you understand the presentation, but no record is kept of your responses – they are for your own information. Throughout the presentation there are links that you can click on for additional information if you want to see it.
In the video course, Serve-ability:Transforming Ontario’s Customer Service , there is a section at the end of the module called Content for Decision-Makers. If you are an employee, you must view this section, but volunteers are free to view it if they want a better understanding of the AODA legislation and its requirements regarding customer service.
Step 2: Reading the Two Resource Documents
1. WELCOMING COMMUNITIES Policy Statement – Accessibility Standards For Customer Service (St. Andrew's)
In October, your Church Council adopted a Customer Service Policy that sets out strategies that will make St. Andrew’s compliant with the regulations that came into effect on January 1, 2012. This will give you insight into the regulations and how St. Andrew’s is addressing them.
Click *here* to view/ download the policy document
2. Tips on Providing Service to Persons with Disabilities Who Are Attending St. Andrew’s United Church
This is an excellent resource which gives suggestions on how to serve folks who may have a disability that requires special attention. It is important that you be aware of the content of this document. You are not required to memorize it! However, it would be a good idea to print it - or keep this webpage bookmarked in your web browser for future reference.
Click *here* to view/ download the "Tips" resource document
Step 3: Complete the Training Record form.
As per the regulations , this will be kept on file in the Church Office. Please return the form as soon as possible.
Note: If you have received training in using the lift, or the hearing devices at the Church, please indicate this on the form.
Click *here* to download and print the Training Record form
Copies of all documents, plus complete information about the Accessibility for Ontarians with Disabilities Act will be kept in the Church Office in an Accessibility binder for viewing during office hours. Additional copies of the resource documents (in the blue folder) are available on request.
Upon completion of this training it is hoped that you will have a better understanding of “Customer Service” and how it affects, not only people with disabilities, but all of us. Through this legislation, we are encouraged to consider how we can be more welcoming by making buildings and practices accessible to all. The steps we take today may benefit someone tomorrow, and will reflect the spirit of welcome and compassion we experience in Jesus.
Good luck on your training journey! I am sure that you will find it a worthwhile experience. If you have any questions, comments, or concerns, please call or e-mail (information below).
“I was a stranger and you welcomed me…” (Matthew 25:35)
Chair, Accessibility Committee
St. Andrew’s United Church