The biggest question is who needs to be trained? The answer is anyone in your organization who works with customers directly or even indirectly needs to be trained. HR people or persons who prepare and make the AODA plan.
The most effective training will be customized to the needs of your organization and should include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Your organization’s plans to provide accessible customer service
- How to interact with people with various types of disabilities
- 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 services
Determine who needs to be trained. Start with employees, volunteers, agents, contractors and others who interact with the public on your behalf. Remember to train new staff soon after they are hired, offer refreshers if you make changes to your plan and provide training on an ongoing basis.
Example: A toy store employs three full-time sales associates as well as two seasonal part-time employees who take orders over the phone. The sales associates receive training on accessible customer service, and so do the part-time employees because they interact with customers over the phone.