Accessible Customer Service Training

Accessible Customer Service E-Learning Modules & Quiz (flash)

(NOTE: You must take the modules (flash version above) to do the quiz and receive the Certificate of Completion)

Accessible Customer Service E-Learning Module only (html version)  (only recommended for those who need to use a screen reader) - Contact Denise @ x. 2056 to access quiz

Summary Training Report (for Managers/Supervisors)

Accessibility Customer Service Training Dates & Times

Other Accessible Customer Service Training Resources

Accessibility - Tools & Resources

“This [Accessible Customer Service Training] is an opportunity for the University of Windsor to further its commitment to support everyone who works and studies with us. While this training program is mandatory, more importantly it is an opportunity to better understand how we can be more inclusive”.   Dr. Alan Wildeman

The Accessibility for Ontarians with Disabilities Act advances the equality rights guaranteed by the Canadian Charter of Rights and Freedoms and human rights law by requiring organizations to create environments -- social, physical, virtual -- that are responsive to the needs of people with disabilities.

Its regulations are intended to bring about significant changes, incrementally, to how systems, services, products and processes are designed and delivered so that they are as useable by people with disabilities as people without disabilities. If a truly inclusive society is realizable by 2025 then education and training to dispel the misconceptions and ignorance is vital.

The Accessible Customer Service Regulation 429/07 mandates that organizations train, track and report annually to the Ministry of Community and Social Services on their compliance.   The Regulation sets out best practices on how to provide services to individuals who rely on interpreters, note takers, guide dogs, adaptive equipment or technology.  It also stipulates what organizations are required to do in the event of service disruption e.g. breakdown of elevator and how to find other ways to use its services e.g. audio vs. written text.

The University of Windsor’s Accessible Customer Service policy (pending approval) builds on Student Disability Services facilitation of individual academic accommodations by extending the knowledge of specific communication practices known to some faculty and staff to all front line staff.  This not only improves staff’s general knowledge, but will increase the quality of service for everyone, particularly persons with disabilities.  

The Office of Equity, Accessibility and Human Rights will launch a self -paced e-learning course. This computer-based training was developed in partnership by the Council of Ontario Universities and Queen’s University in response to ongoing AODA regulatory requirements. The e-learning course takes about an hour to complete and was designed specifically for the environment that we work, study and research in.

Starting in January 2010, managers and supervisors in administration and academic support services will be introduced to the AODA and the e-learning content through group in-class presentations. Front line staff reporting to them are expected to register and complete the on line course starting in February.

Program chairs and academic department heads will be introduced to the AODA and the e-learning content through group in-class presentations beginning in March. Faculty are expected to register starting in April 2010.
A supplementary in-class module for faculty is under development by faculty members of the Accessibility Planning Group, staff from Student Disability Services, and the Centre for Teaching and Learning.  This customized module “Aiming for Success: Accessibility in the Classroom “will be offered in May/June to coincide with the known content of the upcoming Information and Communication Standard.  Its passage is anticipated in 2010-2011.

The University of Windsor is required by the Regulation to submit its certificate of completion to the Ministry on or before March 31, 2010 which documents particulars on the training offered, delivered and scheduled to be delivered.