AODA Customer Service Toolkit Now Online
The Government of Ontario has established the Accessibility for Ontarians with Disabilities Act (AODA), with the goal of making Ontario accessible to all persons with disabilities by 2025. The first step, effective January 2010, is to ensure we provide accessible customer service. Fanshawe is visited daily by students, community members and our own staff who may require access to goods and services in a different way than you may normally have provided this service.
Fanshawe has provided mandatory training on the AODA and the customer service standards through Fanshawe OnLine. Please ensure that you complete the FOL modules immediately if you have not already done so. We will also be providing employees with a PDF brochure on the details of AODA for your reference. If you do not have access to Fanshawe Online, please review the training brochure and give the signed confirmation of your training to your manager.
Everyone deserves excellent customer service. Some of the best tips for providing better customer service to people with disabilities are the simplest. For example:
- Listen actively
- Don't assume
- Be patient
Many other customer service principles also affect how we interact with people with disabilities. The Fanshawe College Accessibility Committee has created a Customer Service Toolkit to provide answers to many accessibility concerns.
This Toolkit is an online reference designed to complement the modules provided through Fanshawe OnLine, and gives tips for providing excellent customer service to people with:
- Vision loss
- Hearing loss
- Developmental disability
- Learning disability
- Mental health condition
- Mobility Impairments
- Speech impairment
- Environmental sensitivities
The information in this online Toolkit has been compiled as a handy reference and resource list to make it easier for you to do your job when serving customers with disabilities. To access the online Toolkit, please visit the MyFanshawe portal: https://portal.myfanshawe.ca/employees/Pages/aoda.aspx.
After consulting the Toolkit, if you still have questions about how you can best provide accessible customer service in your area, please discuss these questions with your manager. Managers who require additional resources should contact Lois Wey in Counselling & Accessibility Services for help with any specific concerns that may arise.
A hardcopy version of the Customer Service Toolkit will be made available to managers and employees in customer service roles before the end of January 2010.
For more information about Accessibility at Fanshawe College, please visit www.fanshawec.ca/accessibility.