Accessible Customer Service
TRAIN-THE-TRAINER PROGRAM (3T)

This 2-day, 14-hour program is designed to empower your staff within your own organization to train your own people. Participants will walk away with the knowledge, training materials, tools, resources, strategies and limited licensing they need to deliver our 3-hour PEOPLE FIRST ACS Staff Training program with confidence.

This program runs $1,095 per person and can be delivered to a minimum of 5 people and a maximum of 20 people at a time.   A $1,800 deductible booking fee applies.  A discount may be available for multiple workshops.  We believe that experiential learning is the best format for delivering this topic with authenticity and sensitivity.

“Great course. There is ample information, resources and examples to facilitate ongoing staff training with ease.”

~ Workshop Participant

How You Will Benefit

  • Receive in-depth training that will build your knowledge of ACS curriculum and your confidence in teaching others
  • Become immersed in disability culture discussions
  • The learning is intensive and you will learn by seeing, listening and doing
  • Participate in discussions on how to handle situations where accessibility is difficult or solutions are ambiguous
  • A completely developed training program is yours to use to roll out within your organization at the end of the program
  • You will have completed the program as a “Certified PEOPLE FIRST Elite Trainer”
  • Receive training specifically designed to meet the criteria outlined and Mandated by Regulation 429/07 under the Accessibility Standards for Customer Service.

“I think it was a great idea that the trainers all had personal experience & passion for this course material.”

~ Workshop Participant

You Will Learn

  • Everything in the 3-hour Staff Training program plus the principles of facilitating adult education and how to use them to deliver effective experiential learning opportunities
  • Tools to accommodate different learning styles related to accessibility training
  • To identify specific types of disabilities, highlighting similarities as well as differences
  • Methods for identifying communication barriers and ways to address them
  • Using disability simulation exercises
  • Customer service strategies to accommodate different types of disabilities
  • The practical applications for the theory presented
  • Tools for rolling out the training plan for your organization

“I thought this course was great at getting the content 100% across to the audience in many different learning techniques; it was excellent :) Thank you.”

~ Workshop Participant

3T Training Objectives

To empower, enlighten and train you and your team of trainers:

  • On how all of us working in partnership can achieve the purpose of this legislation.  This will include:
    • An overview of the purpose, components and vision of the AODA.
    • A summary of Regulation 429/07.
  • Gain a new awareness about the needs of people with disabilities and their right to fair and equitable treatment.  This will include:
    • Communication tips, accommodation opportunities and assistive devices relevant for each type of disability.
    • Understanding the role of service animals and support persons.
  • Take a closer look at specific types of disabilities, highlighting similarities as well as differences.  This will include:
    • Developing an understanding of the various types of barriers to accessibility.
  • Increase sensitivity about the challenges faced by people with disabilities, through disability-simulation exercises.  This will involve:
    • An experiential learning process that gives participants the opportunity to “step into the shoes” of persons with disabilities, even if for just a short period of time.
    • Role-playing with the use of disability-simulation equipment.
  • Participate in discussion around the benefits of proper disability etiquette and appropriate language.  This will include:
    • Addressing challenging or ambiguous situations through group discussion about new perspectives and strategies for handling workplace specific issues.
  • On how to deliver our 3-hour PEOPLE FIRST: Accessible Customer Service Training to all staff, volunteers and agents of your organization who have any contact with the public.  This will involve:
    • The provision of knowledge, the building of confidence on the topic and the use of Changing Paces PEOPLE FIRST training materials.

“I came to this session under a little personal protest – prepared to not enjoy myself and you gave me an enjoyable morning. Thank You!”

~ Workshop Participant

3T Learning Outcome Objectives

Trainees will have:

  • Been exposed to an overview of the purpose and vision of the Accessibility for Ontarians with Disabilities Act, 2005, (AODA).
  • Received training specifically designed to meet the criteria outlined and Mandated by Regulation 429/07 under the Accessibility Standards for Customer Service.
  • Learned about the basic principals of Accessible Customer Service and the compliance components of the Accessibility Standards for Customer Service; as well as the development status on the rest of the Accessibility Standards.
  • Received appropriate direction on interacting and communicating with People with disabilities as well as their service animals and support Personnel.
  • Received training in the “Art of Facilitating Adult Education”
    • Validating knowledge & experience of the trainees
    • Eliciting goals of the trainees & work-place relevance
    • Engaging trainees while encouraging interaction and participation
    • Variety of teaching roles
  • Learned how to pull it all together
    • Group Work:  Practical Application
    • Next Steps:  Developing a Training Plan
  • Collected tools to work with
    • Trainers’ Manual + Guidebook for 3-hour program staff trainees
    • Sample workshop outlines
    • Video:  All Ways Welcome
    • Discussion Guides
    • Planning Checklist
    • Resources Directory
  • Demonstrated as well as experienced strategies for providing customer service to people with disabilities who use assistive devices.
  • Participated in discussion on how to handle situations where accessibility is difficult or solutions are ambiguous.
  • Been fully informed and empowered on the topic of Accessible Customer Service.