1. Accessibility and Customer Service Diversity and Inclusion Get Inclus!ve [ Insert Date ]

2. Agenda Get Inclus!ve - Accessiblity and Customer Services Who we are Intro/Context for the day Our Story, Your Story What is a disability Why is it important What is AODA (The story, law and spirit) General Requirements Accessible customer service policies Practices and procedures Service animals Activity Break General Requirements Support persons Customer feedback Staff training Video - Customer Service Scenarios Knowledge Check Game Show! Wrap Up and Questions

3. Why we’re here: Diversity and Inclusion @ CSI  The CSI community reflects this diversity. We don’t create change by doing the same things we’ve always done. By introducing diversity we provoke discovery. Get Inclus!ve - Accessiblity and Customer Services

4. Who we are  Get Inclus!ve  Rick Watters, Shehnaz Hayashi and Terrence Ho  Our mission is to work with organizations to go beyond complying with the AODA  We are a socially conscious focused on accessibility and inclusion  Each of us brings lived experiences with disability  We employ consultants with lived experience to provide an end-user perspective Get Inclus!ve - Accessiblity and Customer Services

5. Our Story and Your Story  Break into pairs and share with your partner the following:  A recent experience you’ve had or witnessed regarding a customer service situation related to accessibility – The Good and Bad (10 min)  Group share (10 min) Get Inclus!ve - Accessiblity and Customer Services

6. What is a disability?  The popular image of disability is centred on physical conditions  More recently a wider view has gained ground, and sensory, developmental, mental health, learning and other non-evident — or “invisible” — disabilities are also better understood and more widely recognized.  The definition of disability under the AODA is inclusive and reflects this broader view Get Inclus!ve - Accessiblity and Customer Services

7. Why is accessibility important? Get Inclus!ve - Accessiblity and Customer Services

8. What is Accessibility for Ontarians with Disabilities Act (AODA)? AODA Customer Service Standard Integrated Accessibility Standard Regulation (IASR) Information and Communications Employment Transportation Built Environment and Public Spaces Get Inclus!ve - Accessiblity and Customer Services

9. The Customer Services Standards Customer Services Standards Accessible customer service policies ​ Practices and procedures Service animals Support persons Customer feedback Staff training Get Inclus!ve - Accessiblity and Customer Services

10. Accessible Customer Service Policies Get Inclus!ve - Accessiblity and Customer Services Develop policies, train, process for feedback and accessible to staff and public.

11. Practices and Procedures Get Inclus!ve - Accessiblity and Customer Services Applying the policies. Use reasonable efforts. Principles: dignity, independence, integration and equal opportunity.

12. Service Animals Get Inclus!ve - Accessiblity and Customer Services Allow access to service animals and don’t touch or feed the animal without the owners permission. A wide-variety of service animals, therapy, mobility, detecting seizures, hearing, guide, etc.

13. Group Activity  Break into three groups  Simulations using adaptive equipment and/or role playing Get Inclus!ve - Accessiblity and Customer Services

14. Break Get Inclus!ve - Accessiblity and Customer Services 10 minutes

15. Support Persons Get Inclus!ve - Accessiblity and Customer Services Fees are typically waived for the support person. Speak directly to the person with a disability, not to his or her support person or companion, unless instructed otherwise.

16. Customer Feedback Get Inclus!ve - Accessiblity and Customer Services Establish a method for receiving and responding to feedback.

17. Staff Training Get Inclus!ve - Accessiblity and Customer Services Compliance to AODA that all staff and volunteers be trained.

18. Video – Accessible Customer Service Get Inclus!ve - Accessiblity and Customer Services  https://www.youtube.com/watch?v=ViraivX2o2k https://www.youtube.com/watch?v=ViraivX2o2k

19. Knowledge Check – Game Show! Get Inclus!ve - Accessiblity and Customer Services

20. Key Takeaway  Be Mindful of your Duty to Accommodate or to offer Alternate Arrangements, where possible  Make No Assumptions – treat everyone as an individual  Treat Everyone with the same level of Respect  Ask: Can I help you? Or How can I help you?  Put the Person first and Disability second, eg. Astronaut with a Disability  Being Accessible and Inclusive is good for everyone! Get Inclus!ve - Accessiblity and Customer Services

21. Wrap Up and Questions Get Inclus!ve - Accessiblity and Customer Services

22. Agenda Time Table Get Inclus!ve - Accessiblity and Customer Services TOPICESTIMATED TIMESPEAKER Who we are5 min Intro/Context for the day5 min Our Story, Your Story (Warm Up)30 min What is a disability Why is Accessibilty important What is AODA (The story, law and spirit) 10 min General Requirements Accessible customer service policies Practices and procedures Service animals 20 min Role Play/Group Discussion -10 min First Role Play -15 min Group Discussion -20 min Full Group Act – Ideal Scenario 45 min Break10 min General Requirements Support persons Customer feedback Staff training 20 min Video - Customer Service Scenarios10 min Knowledge Check - Game Show!15 min Wrap Up and Questions10 min