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Training

1 POLICY

First Reference Inc will provide training to all employees, volunteers and others who deal with the public on First Reference Inc’s behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  1. The purposes of the Accessibility for Ontarians with Disabilities Act and the requirements of the Accessibility Standards for Customer Service;
  2. Information regarding First Reference Inc policies, practices and procedures relating to the customer service standards;
  3. How to interact and communicate with people with various types of disabilities;
  4. What to do if a person with a particular type of disability is having difficulty accessing your goods or services;
  5. How to interact with people with disabilities who use an assistive device, service animal or support person;

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

2 PURPOSE

The purpose of this Statement of Policy and Procedure is that First Reference Inc is required to provide training to all employees, volunteers, contractors, and others who deal with the public on First Reference Inc’s behalf. First Reference Inc must also train all others who are involved in the development of policies, practices and procedures.

3 SCOPE

This policy applies to all employees and all facilities of First Reference Inc in Ontario and informs customers.

4 RESPONSIBILITY

It is the responsibility of managers, immediate supervisors and department heads to ensure that all employees follow the guidelines set out in this policy.

Each manager, immediate supervisor and department head is responsible to ensure all employees are trained under the Accessibility Standards for Customer Service and this policy, practices and procedure.

5 DEFINITIONS

For the purpose of this policy, employees encompass all of the groups indicated in section 2.01.

6 REFERENCES and RELATED STATEMENTS of POLICY and PROCEDURE

Accessibility for Ontarians with Disabilities Act, 2005

7 PROCEDURES

Training includes the following elements:

  1. Review of the purposes of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard;
  2. How to interact and communicate with people with various types of disabilities;
  3. How to interact with people with disabilities who use an assistive device, service animal or support person;
  4. How to use the equipment or assistive devices available at First Reference Inc, if applicable;
  5. What to do if a person with a particular type of disability is having difficulty accessing your goods or services;
  6. Information regarding First Reference Inc’s policies, practices and procedures relating to the customer service standards.

Timing of training: All current employees who work with the public should be trained immediately.

All new employees who work with the public should be trained as soon as practicable. It is recommended that training take place within 60 days after commencing employment.

Current employees who assume new job responsibilities that include interaction with the public should be trained as soon as practicable. It is recommended that training take place within 60 days after commencing these new job responsibilities.

Employees should also be trained on an ongoing basis when changes are made to the policies, practices and procedures.

Methods of training: All First Reference Inc staff should be provided the mandatory training as follows:

All staff will be trained in-house by appropriately knowledgeable staff and complete a quiz at the end of training.

Keep a copy of the training record generated or provided (if any) at the end of the training in the employee’s file. Also record when and how the training was done for each employee.

Part of training includes reviewing all First Reference Inc policies, procedures and practices under the customer service standard (e.g., customer service, assistive devices, communication, service animal, support person, disruption of service, feedback process, etc.)

The training may not be exactly the same for all staff and need not be delivered in the same manner as long as it meets the requirements as outlined above.

8 RECORD KEEPING

First Reference Inc is required by the customer service regulation to keep a record of all training provided under the AODA and Regulation 429/07. The training records to be maintained include the date on which training was provided, the type of training and participants.

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