Training
Commitment and Responsibilities
- We will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf.
- In addition, we will provide training to all those who are involved in:
- the development and establishment of guidelines/procedures/practices
- the development/planning of public-facing workflows and projects.
- The training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act (AODA), 2005, and the requirements of the customer service standard
- How to interact and communicate 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
- What to do if a person with a disability is having difficulty in accessing the uWaterloo Library's services and resources.
- How to use the assistive equipment available that may help with the provision of services or resources to people with disabilities
- The uWaterloo Library's policies, practices and procedures relating to the customer service standard.
- Staff will be trained on an ongoing basis when changes are made to the policies, practices and procedures.
Training Levels
The amount of training depends on the level of public interaction and the nature of the person's job (the materials are listed in the section below).
- Permanent staff
- Library handout and OLA videos - within first two weeks of employment
- COU modules - within first six weeks of employment
- Library session - screencast version and first offered in-person session
- Library refresher - every two years
- Casuals serving on public desk/monitors
- Library handout and OLA videos - prior to public duties
- Library session - screencast version, prior to public duties
- Casuals & volunteers not serving at public desk
- Library handout and OLA videos - within first two weeks of employment
- Contracts/MLIS co-op students
- Library handout and OLA videos - within first two weeks of employment
- COU modules - within first six weeks of employment
- Library session - screencast version or first offered session, depending on duties
- Inclusive service, practice, procedure - screencast version or first offered session, depending on duties
- Inclusive teaching and training - screencast version or first offered session, depending on duties
- Library refresher - every two years
- UW co-op students
- Library handout and OLA videos - prior to public duties
- Library session - screencast version, prior to public duties
- Service/practices/procedures developers
- Inclusive service, practice, procedure - screencast version or first offered session, within first six months of employment
- Instructors/trainers
- inclusive teaching & training - screencast version or first offered session, within first six months of employment
Training Materials
Resources
- Accessibility Standards for Customer Service, section #6: Training for Staff, etc.
- AccessON.ca
Gives information, videos, and real-life stories to help you:
- understand disabilities
- recognize and prevent barriers to accessibility
- welcome people with disabilities
- understand Ontario's accessibility laws and what they mean for you.
- Ontario Human Rights Code
The AODA uses the definition of ‘disability’ found in the Ontario Human Rights Code. The Code has provided equal rights and opportunities and freedom from discrimination for persons with disabilities since 1962.
- Resources from the Ontario Human Rights Commission include:
Department Head, Information Services and Resources, Porter
Library Associate/Coordinator, Services for Persons with Disabilities
June 17, 2013
