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AODA (Accessibility for Ontarians with Disabilities Act)

Customer Service Standard

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This workshop is a full day course focusing on the Customer Service Standard of the AODA. This Workshop will introduce you to the legislative requirements and guide you through the processes you need to complete for your organization in order to comply with this legislation. By combining the latest best practices with case studies and practical exercises, we create experiences that are stimulating, enjoyable and prepare participants to effectively apply the applications as part of their learning and understanding of the AODA and of Persons with Disabilities to effectively address situations in the workplace. You will be expected to participate online in discussions and talk about your workplace to stimulate ideas on how you will incorporate changes into your workplace to incorporate the changes you need to make to meet or exceed the legislative requirements for your organization.

Webinar Course Registration:
This Online Webinar will introduce you to the legislative requirements and guide you through the processes you need to complete for your organization in order to comply with this legislation. By combining the latest best practices with case studies and practical exercises online, we create experiences that are stimulating, enjoyable and prepare participants to effectively apply the applications as part of their learning and understanding of the AODA and of Persons with Disabilities to effectively address situations in the workplace. You will be expected to participate online in discussions and talk about your workplace to stimulate ideas on how you will incorporate changes into your workplace to incorporate the changes you need to make to meet or exceed the legislative requirements for your organization. This online webinar will run from 9 a.m. Eastern Standard Time until 3 p.m. Eastern Standard Time with a one hour Break from 12 noon to 1 p.m.

This online Customer Service training for employees is self paced and includes an online assessment once the course is completed. This course has pre-work, post-work and a quiz including a 1 hour phone review, and Q&A session to be scheduled at time of registration by phone. Register online for the course. Once registration is complete and has been processed, one of our qualified consultants will call you to set up an appointment time that is convenient for you.

This workshop is the preferred pre-requisite to the AODA Train-the-Trainer Workshops introducing Adult learning skills for in-house trainers and HR Professionals. This workshop will provide you with the tools required to attend the Train-the-Trainer Workshop and develop your in-house training for your workers. By taking this full day course over the shorter online versions you will be better prepared to develop your in-house training modules and complete your pre-work for the train-the-trainer program prior to class. This version is offered online in a voice-over version with pre-work, post-work and a quiz including a 1 hour phone review, and Q&A session to be scheduled per person.

Course Outline:
In this course we will review:

  • (Unit 1) What is the Accessibility for Ontarians with Disabilities Act, 2005
  • (Unit 2) The First Standard - Customer Service –What is required?
  • (Unit 3) Gap Analysis; Policy Review & Plan Development Process
  • (Unit 4) How to interact and communicate with people who :
    • have various types of disabilities
    • use assistive devices
    • have a guide dog or other service animal and or are accompanied by a support person
  • (Unit 5) Training Requirements
  • (Unit 6) Disruption in Services
  • (Unit 7) Feedback Process
  • (Unit 8) Reporting & Documentation
    • Employers with less than 20 Employees
    • Employers with more than 20 Employees
  • (Unit 9) Other Information – What happens next?

NOTE: "This workshop is an introductory course open to anyone requiring assistance with AODA Legislative Requirements and a pre-requisite to those taking the Train-the-Trainer AODA Facilitators Course. This workshop has been developed as an introduction to the Accessibilities for Ontarians with Disabilities Act to aid you in understanding the legislative requirements for your workplace." This workshop will be offered online and as a full – day face to face workshop prior to the full day train-the-trainer workshop. It will be offered as a Webinar upon request.