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:
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.
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.
This policy applies to all employees and all facilities of First Reference Inc in Ontario and informs customers.
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.
For the purpose of this policy, employees encompass all of the groups indicated in section 2.01.
Accessibility for Ontarians with Disabilities Act, 2005
Training includes the following elements:
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.
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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