About
Grand Erie is committed to providing services to our students, parents/guardians, the public, and staff that are free of barriers and biases.
Frontline staff are often the first point of contact for visitors and families, so being aware of possible barriers and being committed to finding solutions in a respectful way which upholds the dignity and independence of the individual is key.
What is accessible customer service?
- Flexible service that considers the strengths and meets the needs of an individual
- Putting the person, not the disability, first
- Understanding that some methods of service may not work for all people
- Allowing for comments and suggestions on how to improve service
- Providing as much notice as possible if there is a disruption in service
Principles of Accessible Customer Service
- Dignity
- Independence
- Integration
- Equal opportunity
When interacting with an individual with a disability, remember the T.A.L.K principle
Take the time to ask, “May I help you?”
Ask, don’t assume
Listen attentively and speak directly
Know the accommodations and services that are available
When interacting with a person with a disability, remember
- If you notice a person is having difficulty accessing services or sites, a good starting point is to simply ask how you can best help.
- Be patient and remember, the individual is the best source of information about their needs. The solution can be a simple one, and they will likely appreciate your attention and consideration.
- Being able to interact and communicate with people with disabilities is a big part of providing accessible service. Sometimes the best approach is to ask a person with a disability how you can best communicate with them.
Common Types of Disabilities
- Physical
- Hearing
- Vision
- Deaf-Blind
- Speech
- Mental Health
- Learning
- Intellectual
- Sensory: Taste, Smell, Touch
- Other conditions: Epilepsy, Diabetes, Asthma, etc.
- Temporary Disabilities
What is my role at work?
- Identify and remove barriers that prevent people with disabilities from fully participating in the school community.
- Take time to understand the needs of each person in the school environment.
- Ask how you can help.
- Be open to working with people with disabilities to find the best solution.
General Customer Service Tips
- Treat all visitors with respect and give them your full attention.
- Ask how you can help.
- Offer a variety of methods of communication.
- Understand the nature and the scope of the services you provide.
- Accept feedback.
Working Together
The Ontario Human Rights Code has a series of videos meant to inform and empower frontline employees in upholding customer service standards under the Accessibilities for Ontarians with Disabilities Act:
The Code:
Understanding the Duty to Accommodate:
Applying Human Rights Principles:
Compliance and Enforcement:
