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Slide Text SUBMIT ALL submit all SUBMIT submit volume accessibility for ontarians with disabilities act(aoda) accessibility for ontarians with disabilities act, 2005 accessibility for ontarians with disabilities act,2005 customer service design of public spaces transportation employment information and communication aoda disclaimer the accessibility ontario aoda online course provides information on the accessibility for ontarians with disabilities act, 2005 (aoda) and on accessibility best practices. it does not constitute legal advise. organizations must ensure that their staff, contractors and volunteers receive training that matches their job duties and meets their aoda requirements. 80% exit accessibility for ontarians with disabilities act,2005 what is a disability? a disability may be: permanent progressive intermittent temporary accessibility for ontarians with disabilities act, 2005 accessibility for ontarians with disabilities actaoda (2005) feedback communicate training personal assistive devices service animals policies service disruption notice support persons best practices explain things clearly explain things clearly ≠ assumptions dignity independence ≠ a person who uses… a person who has… a person who is… a person with… assumptions inform the customer that she has already answered her question and won’t repeat herself. repeat the question back to her and provide the correct answer. explain that she’ll have to call back some other time. repeat the question back to her and provide the correct answer. let ross know that she’d be glad to send him the information electronically and gets his email address in order to accommodate his request. transfer the call to a manager. tell ross that it’s impossible to send him information electronically and that she will send him their brochure by mail. let ross know that she’d be glad to send him the information electronically and gets his email address in order to accommodate his request. ignore vincenzo and continue preparing for her day. he’ll figure it out on his own. notify the manager on duty that vincenzo is having a problem and let them sort it out, or she could ask vincenzo if he requires some assistance. ask vincenzo if he requires some assistance. accessibility for ontarians with disabilities act(2005) opportunity duty to accommodate disabilities vary… disabilities vary… disabilities vary… don’t make assumptions … don’t make assumptions … don’t make assumptions … one type of disability doesn’t mean another… one type of disability doesn’t mean another… one type of disability doesn’t mean another… some people may have trouble communicating… some people may have trouble communicating… some people may have trouble communicating… patience, respect and a willingness to try are your best tools… patience, respect and a willingness to try are your best tools… patience, respect and a willingness to try are your best tools… being patient is very important… being patient is very important… being patient is very important… always ask… always ask… always ask… speak normally and clearly, and directly… speak normally and clearly, and directly… speak normally and clearly, and directly… training self-service kiosks compliance reporting multi-year accessibility plan procurement general requirements 911 911 emergency information accessible formats feedback accessible websites click to learn about libraries and schools alternative formats politely inform the client that they only have the one version available and suggest that the client use a magnifying glass to read the information. clarify with the caller in what format they would like to get the material and deliver the alternative format at no cost to the caller. tell the caller there will be a small charge to make the large print version but she is happy to send it to them. clarify with the client in what format they would like the material and provide it at no additional cost. plain language short sentences spell out abbreviations and acronyms best practices print high contrast white space too small! better! bigger fonts type faces arial verdana recruitment and selection supports accommodation emergency return to work accessible formats performance advancement redeployment guy should take time off work until his leg heals. guy can request that his office be moved temporarily to the company’s first floor space and/or work from home until he can climb the stairs comfortably. guy should insist that the building install an elevator or escalator to accommodate him and future employees and clients with mobility issues. guy can request that his office be moved temporarily to the company’s first floor space and/or work from home until he can climb the stairs comfortably. please type your first and last name in this text box and then press the next arrow at the bottom of the screen to get your certificate. certificate of completion this is to certify that %name% has completed the www.accessibilitycanada.ca integrated aoda standards course %systemdate% here is where the text goes thanks for taking this course on the iasr with us. if you haven’t had training on the customer service standard, let us know and we can sign up for our online training course. here are some links to some useful resources related to what we’ve been talking about. if you have any questions, feedback, or would like to find out about other workshops, webinars, and aoda training that we offer, feel welcome to email us at training@accessontario.com or visit our website: www.accessontario.com.this is a test integrated accessibility standards regulation an online training course developed by accessibility services canada www.accessibilitycanada.ca accessibility workshops & webinars accessible word documents accessible indesign documents accessible pdfs accessible website creation accessible website evaluation contact us for a free website accessibility audit quote. training@accessontario.com close this window when you’re done volume slider move the slider up to increase the volume. pause / start click to pause or restart the slide. progress bar shows progress through the current slide. reload button click this icon to replay this slide. resources contains links to external resources such as web sites, documents and videos. table of contents click here to see all pages in the module. click on any page to navigate there. please note that to complete the module you must successfully complete all of the assessments. closed captioning click this icon to toggle between cc on and cc off 911 educators education public libraries school libraries producers the accessibility ontario aoda online course provides information on the accessibility for ontarians with disabilities act, 2005 (aoda) and on accessibility best practices. it does not constitute legal advise. organizations must ensure that their staff, contractors and volunteers receive training that matches their job duties and meets their aoda requirements. “aoda” is the acronym for: accessibility for only disabled act accessibility for only disabled act accessibility for only disabled act accessibility for only disabled act accessibility for only disabled act accessibility for only disabled act ontario accessibility for disability act ontario accessibility for disability act ontario accessibility for disability act ontario accessibility for disability act ontario accessibility for disability act ontario accessibility for disability act accessibility for ontarians that are different act accessibility for ontarians that are different act accessibility for ontarians that are different act accessibility for ontarians that are different act accessibility for ontarians that are different act accessibility for ontarians that are different act accessibility for ontarians with disabilities act accessibility for ontarians with disabilities act accessibility for ontarians with disabilities act accessibility for ontarians with disabilities act accessibility for ontarians with disabilities act accessibility for ontarians with disabilities act 5% 5% 5% 5% 5% 5% 10% 10% 10% 10% 10% 10% 20% 20% 20% 20% 20% 20% 30% 30% 30% 30% 30% 30% what percentage of canadians are likely to have a mental health disability at some time in their lives? what percentage of disabilities are invisible? 15% 15% 15% 15% 15% 15% 25% 25% 25% 25% 25% 25% 50% 50% 50% 50% 50% 50% 70% 70% 70% 70% 70% 70% true true true true true true false false false false false false the customer service standard is a voluntary standard. your organization can decide whether or not to put it into practice. true true true true true true false false false false false false you can always tell when someone has a disability. true true true true true true false false false false false false you should not ask your customer to repeat himself if you don’t understand him the first time. it might offend him. true true true true true true false false false false false false it’s helpful to someone who uses a hearing aid if you reduce background noise. disabilities can be: permanent permanent permanent permanent permanent permanent temporary temporary temporary temporary temporary temporary intermittent intermittent intermittent intermittent intermittent intermittent progressive progressive progressive progressive progressive progressive all of the above all of the above all of the above all of the above all of the above all of the above true true true true true true false false false false false false a positive attitude is important when meeting or helping a person with a disability. true true true true true true false false false false false false all disabilities are either caused by a disease or are inherited. address the customer directly even when they are using a sign language interpreter address the customer directly even when they are using a sign language interpreter address the customer directly even when they are using a sign language interpreter address the customer directly even when they are using a sign language interpreter address the customer directly even when they are using a sign language interpreter address the customer directly even when they are using a sign language interpreter when serving a customer who is deaf or has a hearing disability, which should you never do? speak clearly and ensure that the customer can see your mouth speak clearly and ensure that the customer can see your mouth speak clearly and ensure that the customer can see your mouth speak clearly and ensure that the customer can see your mouth speak clearly and ensure that the customer can see your mouth speak clearly and ensure that the customer can see your mouth mumble and look away from the customer mumble and look away from the customer mumble and look away from the customer mumble and look away from the customer mumble and look away from the customer mumble and look away from the customer try to be in an area where there is little background noise competing with your conversation try to be in an area where there is little background noise competing with your conversation try to be in an area where there is little background noise competing with your conversation try to be in an area where there is little background noise competing with your conversation try to be in an area where there is little background noise competing with your conversation try to be in an area where there is little background noise competing with your conversation they might need a little more time to get through a transaction they might need a little more time to get through a transaction they might need a little more time to get through a transaction they might need a little more time to get through a transaction they might need a little more time to get through a transaction they might need a little more time to get through a transaction you’ll be able to tell if a customer has a learning disability right away you’ll be able to tell if a customer has a learning disability right away you’ll be able to tell if a customer has a learning disability right away you’ll be able to tell if a customer has a learning disability right away you’ll be able to tell if a customer has a learning disability right away you’ll be able to tell if a customer has a learning disability right away they might need an alternative form of communication they might need an alternative form of communication they might need an alternative form of communication they might need an alternative form of communication they might need an alternative form of communication they might need an alternative form of communication they likely know how their disability affects them and will probably ask that you accommodate them in a specific way they likely know how their disability affects them and will probably ask that you accommodate them in a specific way they likely know how their disability affects them and will probably ask that you accommodate them in a specific way they likely know how their disability affects them and will probably ask that you accommodate them in a specific way they likely know how their disability affects them and will probably ask that you accommodate them in a specific way they likely know how their disability affects them and will probably ask that you accommodate them in a specific way which of the following is not true of customers with learning disabilities? which of the following statements is always true? older customers are hard of hearing older customers are hard of hearing older customers are hard of hearing older customers are hard of hearing older customers are hard of hearing older customers are hard of hearing never touch a service animal without permission never touch a service animal without permission never touch a service animal without permission never touch a service animal without permission never touch a service animal without permission never touch a service animal without permission support people are employees of customers with disabilities support people are employees of customers with disabilities support people are employees of customers with disabilities support people are employees of customers with disabilities support people are employees of customers with disabilities support people are employees of customers with disabilities people who are blind cannot see anything people who are blind cannot see anything people who are blind cannot see anything people who are blind cannot see anything people who are blind cannot see anything people who are blind cannot see anything their disability might or might not affect how they interact with you their disability might or might not affect how they interact with you their disability might or might not affect how they interact with you their disability might or might not affect how they interact with you their disability might or might not affect how they interact with you their disability might or might not affect how they interact with you they all use assistive devices like a wheelchair or a cane they all use assistive devices like a wheelchair or a cane they all use assistive devices like a wheelchair or a cane they all use assistive devices like a wheelchair or a cane they all use assistive devices like a wheelchair or a cane they all use assistive devices like a wheelchair or a cane their disability affects them with the same severity at all times their disability affects them with the same severity at all times their disability affects them with the same severity at all times their disability affects them with the same severity at all times their disability affects them with the same severity at all times their disability affects them with the same severity at all times their disability affects all people with the same disability in the same way their disability affects all people with the same disability in the same way their disability affects all people with the same disability in the same way their disability affects all people with the same disability in the same way their disability affects all people with the same disability in the same way their disability affects all people with the same disability in the same way which one statement about customers with physical disabilities is true? the number of people in ontario with a disability is 1.85 million 1.85 million 1.85 million 1.85 million 1.85 million 1.85 million 770,000 770,000 770,000 770,000 770,000 770,000 25,000 25,000 25,000 25,000 25,000 25,000 130,000 130,000 130,000 130,000 130,000 130,000 true true true true true true false false false false false false organizations can charge clients additional fees to cover accommodation costs, such as printing a document in braille. true true true true true true false false false false false false organizations are required by law to provide their information and to communicate in an accessible manner, and with communication supports, upon request. it is the organization’s responsibility to inform the public that the organization offers accessible formats and communication supports. true true true true true true false false false false false false websites for companies with more than 50 employees must be made accessible following the international website standard, wcag 2.0. true true true true true true false false false false false false when asked, organizations are required to provide their emergency and public safety information in an accessible format. true true true true true true false false false false false false the employment standard requires organizations to offer workplace accommodations for all staff, volunteers and board members with disabilities. true true true true true true false false false false false false here’s a short quiz to see if you understood what we just talked about relating to employees with disabilities. click true or false for each of the following statements. employers are not obligated to inform its employees, public, or applicants about the availability of accommodations and accessibility policies. true true true true true true false false false false false false employers, other than small nonprofits and businesses need to document the development of individual accommodation plans. true true true true true true false false false false false false individual accommodation plans do not need to be considered when an employee with a disability is going through a performance review or career advancement opportunity. true true true true true true false false false false false false employers need to inform their employees whenever there is a change to existing policies on the provision of job accommodations. true true true true true true false false false false false false <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Welcome to this course on the Accessibility for Ontarians with Disabilities Act, or AODA. This course reviews the AODA standards. Training about these standards is mandated by the Ontario Government for all staff, board members, and volunteers of organizations with one or more employees. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="For the next 40 minutes, you will learn about Ontario’s accessibility standards, get tips and best practices you can use at work, problem solve some real-life scenarios, and complete three short quizzes, before getting your Certificate of Completion. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Before we get into the course, let’s quickly review some information about how it works.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The course is broken into three sections. In order, we will review the Customer Service Standard, the Information and Communication Standard and the Employment Standard. We won’t deal with the Transportation or Design of Public Spaces standard but information about these standards and other topics is included in the Resources section of this course. Click on the Resources link HERE or on this red information icon if it’s available."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Click the "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Next"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" and "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Back "> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="buttons at the bottom of the screen to move forward and backwards throughout the course. Please note that you can’t navigate to screens in the next section unless you’ve passed the quiz for the current section."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="You may navigate to any screen by clicking on the Table of Contents link at the top of your screen and picking the screen you want to see.After each section there will be a short quiz to help you assess your understanding of the material. You will need to get all the answers correct before moving on to the next section. If you need to review the material, you can go back at any time."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="You may exit this course whenever you choose. When you next launch the course, you will be asked if you would like to resume where you left off or start from the beginning."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="At the end of this course, you can print off your personalized Certificate of Completion. Keep the original for yourself and give copies to those who ask for proof that you have completed AODA training."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Before we get into the course, let’s quickly review some information about how it works.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The course is broken into three sections. After each section there will be a short quiz to help you assess your understanding of the material. You will need to get all the answers correct before moving on to the next section. If you need to review the material, you can go back at any time."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="You may exit this course whenever you choose. When you next launch the course, you will be asked if you would like to resume where you left off or start from the beginning."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="True" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="At the end of this course, you can print off your personalized Certificate of Completion. Keep the original for yourself and give copies to those who ask for proof that you have completed AODA training.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Click the "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Next"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" and "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Back "> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="buttons at the bottom of the screen to move forward and backwards throughout the course. You may navigate to any screen by clicking on the Table of Contents link at the top of your screen and picking the screen you want to see. Please note that you can’t navigate to screens in the next section unless you’ve passed the quiz for the current section."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Before you begin, here are some tips on creating a good environment for learning: &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Find a time when you can do this training without interruption. Maybe even put a sign up at your desk, or work station saying that you’re busy taking a course! Avoid telephone calls until you are finished. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Close all other computer programs, such as your e-mail. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Consider using headphones or a headset instead of speakers so that you do not disturb others. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;And if you need help using this course at any point, please click “the Help tab for a brief overview of how this module works."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Do you know that today you’ve probably already interacted with several individuals who have a disability? Many people are unaware that disabilities are not always visible or obvious. In fact, 70% of disabilities are “invisible”, such as a mental health or a learning disability. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Disabilities vary and can happen to anyone at any time. Some people are born with a disability, and for others, the disability is a result of an accident or illness. Approximately 1.85 million people in Ontario, or more than 15% of the population, have a disability and as our population ages, that number is going to rise significantly."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="So, what exactly is a disability?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Well, according to the "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Ontario Human Rights Code Definition of a Disability, "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="which is what is used in the AODA,"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="a person with a disability is:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="1.&#x9;Anyone who experiences any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness. Some examples are: epilepsy; a brain injury; any degree of paralysis; visual impediment; hearing impediment; or physical reliance on a service animal, wheelchair, or other remedial device.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="2.&#x9;A person who experiences a condition of mental impairment or a developmental disability. Some examples include: Intellectual and developmental disabilities (such as Down Syndrome), Autism Spectral Disorders, and Cerebral Palsy. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="3.&#x9;A person who experiences a learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language. Some examples include: Attention Deficit Hyperactivity Disorder (AD/HD); Dyslexia; and Visual or Auditory Processing Disorders.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="4.&#x9;A person with a mental disorder. Some examples include: Mood disorders (such as Depression); Anxiety disorders (such as Obsessive Compulsive Disorder); and Eating disorders.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="As well, a disability can be permanent, progressive, intermittent or temporary. For example: A person with arthritis has a disability that may increase in severity over time, while a person who has had a stroke may be considered a person with a disability until such time as they are fully recovered."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Across Canada accessibility for people with disabilities is still quite limited. Many people with disabilities do not have equal access to employment, information, goods, services, and more. The Accessibility for Ontarians with Disabilities Act, 2005 is legislation designed to make Ontario barrier-free to people with disabilities by 2025. Businesses and organizations who provide goods and services to people in Ontario have to meet certain accessibility standards in five areas: customer service, employment, information and communications, transportation and the design of public spaces."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Increasing the accessibility of your organization is a smart business move. According to the Conference Board of Canada, people with disabilities represent a consumer spending base of $25 billion dollars. And, every person with a disability influences the spending decision of another 12 to 15 Canadians. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The Martin Prosperity Institute estimates that the income controlled by people with disabilities and those at risk of disability (people aged 55 and above) in Canada will be $536 billion dollars by 2031.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="By making your organization more accessible to people with disabilities, it can more easily tap into this growing market that has significant spending power and influence"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="In this course, we are going to focus on the three standards that apply to all organizations: The Customer Service Standard, the Information and Communications Standard, and the Employment Standards, as well as the Ontario Human Rights Code as it relates to persons with disabilities. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="If you want to know if your organization has requirements under the Transportation Standard or the Design of Public Spaces Standard, we have included some information for you in the Resources tab in the menu at the top of your screen"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Let’s begin our look at the AODA with the Customer Service Standard requirements. Click on each image to learn more.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Independence, Dignity, and Equality: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Ensure policies, practices and procedures are consistent with the key principles of independence, dignity, integration and equality of opportunity."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Personal Assistive Devices:"> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Create policies that allow people with disabilities to use assistive devices to access goods and services."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Service Animals: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Allow"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="people with disabilities to bring their service animals onto the public parts of the premises where the animal is otherwise excluded by law, for example, a restaurant."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Support Persons:"> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Let people with disabilities bring their support persons with them when accessing goods and services and areas that are open to the public or other third parties."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Service Disruption"> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" "> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Notice:"> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Inform the public when facilities or services regularly used by people with disabilities are temporarily unavailable"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Communicate: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Be prepared to communicate with a person with a disability in a manner that takes into account his or her disability."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Feedback: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Establish a process to receive and to respond to feedback on services to people with disabilities. Make information about the feedback process readily available to the public."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Admission Fees:"> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" If the organization charges an admission fee, let people know ahead of time what, if any, admission will be charged for a support person"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Training: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Ensure that all your staff, volunteers, board members and contractors are trained on how to serve people with disabilities"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Policies, Practices and Procedures: "> <Style FontIsBold="True" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Create policies, practices and procedures on providing goods or services to people with disabilities."> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="As mentioned, there are a lot of different types of disabilities and not all of them will be visible. Whether you are interacting with a customer, a co-worker, or a volunteer, there are some best practices you can use, depending on the person’s need.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="First, let’s look at individuals with hearing disabilities:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="People with this type of disability may be Deaf, oral Deaf, deafened or hard of hearing. Here are a few tips that will help you communicate with people who have various types of hearing: &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t shout. Many people with hearing problems wear a hearing aid.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;If you are serving a customer with hearing loss, always attract the person’s attention before you begin to speak.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Many find that background noise can be very distracting. Try to speak in a quiet area if possible. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Be clear and concise when you’re speaking and rephrase, if necessary.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t cover your mouth when you are speaking&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Use gestures and body language&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;If someone is interpreting for a customer, speak directly to the customer, not the interpreter"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="You will likely also interact with people who have an intellectual or developmental disability. Developmental or intellectual disabilities, such as Down Syndrome, can limit a person’s ability to learn, communicate, do every day physical activities and live independently. You may not know that someone has this disability unless you are told.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Here are a few tips:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t make assumptions about what the person can or cannot do&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Explain things clearly and be willing to repeat if asked&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Use plain language&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Provide one piece of information at a time"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Let’s now look at Learning Disabilities. The term “learning disabilities” refers to a variety of disorders. One example is dyslexia, which affects how a person takes in or retains information. This disability may become apparent when a person has difficulty reading material or understanding the information you are providing.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Some tips for interacting with people who have a learning disability include:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Be patient - people with some learning disabilities may take a little longer to process information, to understand and to respond.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Try to provide information in a way that takes into account the customer’s disability. For example, some people with learning disabilities find written words difficult to understand, while others may have problems with numbers and math. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;When you know that someone with a learning disability needs help, ask how you can best do so."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Another type of disability is vision loss. Vision loss can restrict someone’s ability to read, locate landmarks or see hazards. Some customers may use a guide dog or a white cane, while others may not.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Here are some tips:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;When you know someone has vision loss, don’t assume the individual can’t see you. Many people who have low vision still have some sight.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Identify yourself when you approach and speak directly to the customer.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Ask if they would like you to read any printed material out loud to them (for example, a menu or schedule of fees).&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;When providing directions or instructions, be precise and descriptive.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Offer your elbow to guide them if needed."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Mental health disabilities are on the rise. Statistics from the Canadian Mental Health Association (CMHA) show that one in every five Canadians, or 20%, will have a mental health problem at some point in their lives. Mental illnesses can take many forms, and the term is used to describe a large range of mental and emotional states. Some may experience a mental illness over many years, while others do so for a shorter time, and the type and intensity of symptoms differ from person to person. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Some examples of mental health disabilities are: mood disorders (such as depression), anxiety disorders (such as obsessive compulsive disorder), personality disorders, and eating disorders (such as anorexia). &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Usually, mental health disabilities will not even be noticeable, nor affect your interaction with the person. However, if someone is experiencing difficulty in controlling their symptoms or is in a crisis, you may need to help them. Make sure you stay calm and professional and let the person tell you how you can best help."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Now you know about how to interact with individuals who may have hearing, learning, intellectual, vision and/or mental health disabilities. However, you may also interact with individuals who have some kind of physical disability.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Did you know that only 2% of people who have a physical disability use a wheelchair or a scooter as their primary mode of transportation? &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Here are a few tips when interacting with someone who has a physical disability:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;People with physical disabilities often have their own ways of doing things. Ask before you help. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;People will be able to clearly identify their needs to you. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Speak normally and directly. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Provide the person with information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.). &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don't touch assistive devices, such as a wheelchair, or a service animal, without permission. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Individuals with disabilities may call you over the phone and, in those situations, there are a few things you can do to make those interactions easier:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Speak normally, clearly and directly.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t worry about what their voice sounds like. Concentrate on what’s being said.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t interrupt and don’t finish the person’s sentences. Give them time to explain themselves.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t try to guess what they are saying. If you don’t understand, don’t pretend. Politely ask again.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;If you’re not certain what was said, try to repeat or rephrase what you’ve heard and ask the caller “Did I correctly understand what you said?”&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="If you are having a lot of difficulty communicating with someone, ask a colleague or your supervisor to assist you, or make arrangements to call back when it’s convenient to speak with someone else that may be able to help."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Make an effort to learn about respectful language and terms to use when referring to people with disabilities. Use them when communicating with others. This helps promote the customer service standard’s principles of dignity and independence"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Put the person first. People are people first and not a condition or disease. We reflect this by using the word person, people, man, or woman before the disability. &quot;Person with a disability&quot; puts the focus on the person, not the disability. Focus on the individual and their abilities. Be sensitive to respectful terminology, but do not be terrified of using the wrong words to describe activities"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Use words respectfully"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;A person with….a disability&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;A person who is….blind, deafened, sighted&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;A person who has….a non-visible disability&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;A person who uses….a wheelchair, a screen reader&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Do not use statements that make it seem like a person with a disability should be pitied, such as &quot;victim of&quot;, &quot;suffers with&quot;, or &quot;stricken with&quot; a particular illness or disability. Some things are done in a different way by persons with disabilities, however it does not necessarily mean the words for these activities must be completely different. For example: People who use wheelchairs go for “walks”, people with visual impairments “see” what you mean. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="If you are unsure of terminology, nervous about political correctness, ask a person with a disability to guide you. People with disabilities are aware there can be discomfort or nervousness when speaking with them, they will help you. Don’t be afraid to ask for guidance.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="If you're not familiar with the disability, don't make assumptions. Wait until the person describes their situation to you. Many types of disabilities have similar characteristics. Your assumptions may be wrong.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Now, let’s take some of the best practices we learned and put them into practice. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Aruna is in her office when she receives a call from a customer. The customer, a woman, speaks in a disjointed manner and seems confused. Aruna notes that she also repeatedly asks the same question. What should Aruna do?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="She could &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="a)&#x9;Inform the customer that she has already answered her question and won’t repeat herself&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="b)&#x9;Repeat the question back to her and provide the correct answer &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="c)&#x9;Explain that she’ll have to call back some other time.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Which do you think is the correct answer"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="? &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The correct answer is b. Aruna needs to reassure the customer that her questions are valued and welcomed. While it is common to field calls from customers who are distracted or are having a bad day, it is also possible that the customer may have a learning disability that causes her to process information in a different way. Sometimes an extra dose of patience is required, so make sure that you speak clearly, directly and normally."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="The AODA states that goods and services must be provided in a manner that respects the dignity and independence of persons with disabilities. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Ross has a visual disability and prefers to get information electronically. Upon calling an organization to learn about their services, he requests that they email him their information in a Word document so that he can use the screen reader software on his computer that reads his emails out loud to him. Anne-Marie answers Ross’ call, what should she do?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="She could&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="a)&#x9;Tell Ross that it’s impossible to send him information electronically and that she will send him their brochure by mail.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="b)&#x9;Transfer the call to a manager.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="or&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="d)&#x9;Let Ross know that she’d be glad to send him the information electronically and gets his email address in order to accommodate his request.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Screen:&#xA;"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Which do you think is the correct answer? &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The correct answer is C. Anne-Marie should let Ross know that his request can be accommodated by sending him the information by email."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="The AODA states that when communicating with a person with a disability, the provider must do so in a manner that takes into account the person’s disability. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Freya has just arrived at the office and notices her new co-worker, Vincenzo, is beside her at the next workstation. Freya sees that Vincenzo, who uses a wheelchair to get around, is having some difficulty getting close enough to the workstation desk. What should Freya do?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="She could either:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="a)&#x9;Ignore Vincenzo and continue preparing for her day. He’ll figure it out on his own.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="b)&#x9;Notify the manager on duty that Vincenzo is having a problem and let them sort it out, or she could&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="c)&#x9;Ask Vincenzo if he requires some assistance. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Which do you think is the correct answer? &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The correct answer is C, ask Vincenzo if he needs any help. If he looks like he may be struggling, it’s still very important that she asks before helping. People with disabilities often have their own way of doing things and they’ll let you know if, and how, you can help them when you ask."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="People with disabilities will often ask if they need help, but offer assistance if a person appears to need it. If help is requested or accepted, ask "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="what to do or how to do it "> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="before you act."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="While the AODA was legislated in 2005, the Ontario "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Human Rights Code"> <Style FontIsBold="False" FontIsItalic="True" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" has prohibited discrimination on the basis of disability for over 30 years. People with disabilities have the right to equal treatment in accessing services such as those provided by businesses, nonprofits and government. The Code has primacy and overrides the AODA and other provincial laws where there is a conflict."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="As well, employers and service providers have a &quot;duty to accommodate&quot; the needs of people with disabilities. “A duty to accommodate” means making special arrangements for some people so they can have the same opportunities as everyone else. Under the law, people with disabilities have the right to equal access and treatment. The act states that duty to accommodate is required, short of undue hardship."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="We’ve covered a lot of information. Let me summarize some of the important points we’ve discussed today.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Disabilities vary in type, severity, effect, and visibility. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Don’t make assumptions about a person’s disability type and their abilities; always ask before you help.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Just because a person has one type of disability, this doesn’t mean they have another.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Being patient is very important. Some things may take a little longer.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Speak normally and clearly, and directly to an individual with a disability.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Some people with disabilities may have trouble communicating. Try to find ways to provide information in a way that will best work for the person.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Patience, respect and a willingness to find a way to communicate are your best tools."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="At this time, we have a short quiz on the Customer Service Standard and what you have learned. If you’d like to review any part of this section, please click the Table of Contents link at the top left of the course, HERE. Otherwise click the next button to start the quiz."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Well done! You have a good understanding of the Customer Service Standard and how to interact with people with various types of disabilities. Please click on the blue button to proceed to the next section.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Sorry but you didn’t pass the quiz. Please click the blue review button to review the material and then try the quiz again. Don’t worry, you may review the material as many times as you like. Click on the blue redo quiz button to redo the quiz immediatley."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="At this point we are going to look at the AODA’s general requirements. These are in addition to the specific requirements of each AODA standard. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Please click each image to learn more about the General Requirements&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="70" TrailingMargin="0" FirstLineMargin="22" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="i.&#x9;Training: Organizations must provide training on the requirements of the AODA Standards and on the Ontario Human Rights Code as it relates to people with disabilities. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Training must be provided to all employees, volunteers, board members, and other people who provide goods, services, or facilities on behalf of your organization, such as contractors"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="70" TrailingMargin="0" FirstLineMargin="22" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="ii.&#x9;Procurement: Public sector organizations are required to incorporate accessibility design, criteria, and features in procurement and buying practices &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="70" TrailingMargin="0" FirstLineMargin="22" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="iii.&#x9;Self-service kiosks: Public sector organizations must incorporate accessibility features when designing, procuring, or acquiring self-service kiosks. Large and small organizations shall ‘have regard’ for people with disabilities when designing, procuring, or acquiring self-service kiosks. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="70" TrailingMargin="0" FirstLineMargin="22" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="iv.&#x9;Compliance reporting: Every few years, certain organizations are required to submit compliance reports to the government.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="70" TrailingMargin="0" FirstLineMargin="22" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="i.&#x9;Multi-Year Accessibility Plan: "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="All organizations, other than businesses or nonprofits with less than 50 employees, must develop a multi-year accessibility plan outlining the steps that the organization will take to prevent and remove barriers to accessibility and how you will meet your AODA requirements. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The Information and Communications Standard outlines requirements about how to create, provide and receive information and communications in ways that are accessible for people with disabilities. This accessibility standard has four requirements that organizations must comply with, and a few extras that libraries and educational institutions need to be concerned with as well.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Click on each of the imagesto learn more.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Feedback: Make your feedback processes, like surveys or comment cards, accessible when asked &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Accessible formats and communication support: Upon request, make all your publicly available information accessible. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Emergency procedure, plans or public safety information: When asked, make your emergency and public safety information - things like evacuation plans or brochures - available in an accessible format or with communication supports. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Accessible websites and web content: As of January 1, 2014 all designated public sector organizations and large private sector and nonprofit organizations need to make any new or redesigned websites, and web content, meet the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A. As of January 1, 2021 all public section and large nonprofit and private sector organizations must make their websites conform to WCAG 2.0 Level AA. Businesses and nonpropfits with fewer than 50 employees do not need to make their websites accessible. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Educational and training resources and materials, etc.: Every obligated organization that is an educational or training institution &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text=" &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="needs to provide and procure training resources or materials in an accessible format.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Training to educators: School boards or educational institutions needs to provide educators with accessibility awareness training.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Producers of educational or training material: Producers of educational or training textbooks need to make accessible or conversion ready versions of the textbooks available to the institutions upon request.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Libraries of educational and training institutions: Libraries at educational or training institutions need to provide, procure or acquire an accessible or conversion ready format of library materials for a person with a disability, upon request.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Public libraries: Library boards need to provide accessible formats upon request.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="One central requirement that runs through the AODA is the requirement to provide information and communications in an accessible format and with communications supports, if requested."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Let’s look at an example regarding alternative formats:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Alex is a trainer for a medium sized organization and he regularly holds workshops on conflict resolution. After each session, he asks the workshop participants to complete an evaluation form to improve his delivery. One participant in his most recent workshop was unable to hold a pen and requested an alternative format. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="How could Alex give the evaluation in an accessible format to that participant?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Alex could consult with the person with the disability to determine what is the most suitable format. Accessible formats could include, but are not limited to print, electronic versions, or even just reading something out loud. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="In this case, Alex chose to email a digital version of the evaluation form to the participant and they could fill it out and send it back to him electronically."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="A lot of organizations use PDF’s to share information internally and with the public. A common problem is that these documents are usually inaccessible. So, for example, if you give an inaccessible PDF to someone who uses a screen reader, the document content will be near useless. However, with a bit of knowledgeable tweaking and appropriate software, an inaccessible PDF document can be read by a screen reader."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="It is your responsibility to work with the person who has requested your information in an accessible format to find a suitable alternative. If there are any costs to create the alternative format, your organization may not charge extra for it."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Websites are a key communication and marketing tool for organizations and they should not be overlooked when it comes to accessibility. Under the AODA, not all organizations have to make their websites accessible, though it is highly recommended. One thing to know is that, regardless of the size of your organization, if your website isn’t accessible, people with disabilities can still request that information to be provided in an accessible format"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Let’s now put the Information and Communication Standard into a workplace scenario and tell me how you would handle this situation."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Saga is an administrator at a food co-op. Twice a year, Saga mails out fundraising information to the co-op members. Shortly after sending out the most recent package she receives a call from a new member who cannot read the information she sent them. The caller complains that the print is too small. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="What should Saga do?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="a)&#x9;Politely inform the client that they only have the one version available and suggest that the client use a magnifying glass to read the information.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="b)&#x9;Clarify with the caller in what format they would like to get the material and deliver the alternative format at no cost to the caller.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="c)&#x9;Tell the caller they there will be a small charge to make the large print version but is happy to send it to them. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The correct answer is b. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Saga needs to clarify with the client what format they would like the material and provide it at no additional cost. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="If the client likes, Saga could also offer to send an electronic version or, if the same information is available on the website, she could direct them there. There are many ways to provide accessible formats, so remember to ask the client what they need. "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="When you are creating new information and communications, try to make the original product accessible and also consider if you can make alternative formats at the same time. The more ways you can offer your information, the easier it is for everyone."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="We are now going to do a short quiz on the Information and Communications Standard but, before we do, let’s take a look at some more tips and best practices you can incorporate in your work:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="1.&#x9;Use plain language, short sentences, and spell out abbreviations and acronyms when first used.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="2.&#x9;Use high contrasting colours to differentiate foreground from background content (such as black text on a cream background).&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="3.&#x9;Avoid making documents or advertisements too busy by using whitespace/negative space to help create hierarchy.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="4.&#x9;14pt to 18pt font often works well for readers with low vision.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="5.&#x9;Familiar sans serif typefaces are easier to read, such as Arial, Helvetica, and Verdana."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Now for the quiz on the Information and Communications Standard! Click true or false for each of the following statements."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Well done! You have a good understanding of the Information and Communication Standard. Please click on the blue button to proceed to the next section.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Sorry but you didn’t pass the quiz. Please click the blue review button to review the material and then try the quiz again. Don’t worry, you may review the material as many times as you like. Click on the blue redo quiz button to redo the quiz immediatley"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The next and last standard that we will be discussing today is the accessibility standard for employment. This standard is about making hiring and employee support practices more accessible. It builds on existing requirements under the Ontario Human Rights Code to accommodate employees with disabilities.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The Employment Standard applies to all paid employees, whether they work for you full-time, part-time, seasonally, or on contract. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="The Standard "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="has nine requirements"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> <Span Text=" DONE that organizations must comply with [list appears].&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Hover your mouse over each of the requirements to learn more.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Recruitment, assessment or selection process: "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Inform job applicants and the public that accommodations are available upon request.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Informing employees of supports: "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Notify employees and successful job applicants of your policies for accommodating employees with disabilities.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Accessible formats and communication supports for employees:"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Provide employees with accessible formats and communication supports, as needed.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Workplace emergency response information:"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Create an individualized emergency plan for employees with disabilities who request one.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#505050" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Individual accommodation plans:"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Employers, other than employers that are small businesses and nonprofits, have to create a written process for the development of documented individual accommodation plans for employees with disabilities."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="108" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#505050" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Return-to-work process: "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Employers, other than employers that are small businesses and nonprofits, have to create a written return-to-work process for employees who require disability-related accommodations in order to return to work."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" BackgroundColor="Yellow" /> </Span> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Performance management:"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=" Employers that use performance management must take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Career development and advancement: "> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Employers that provide career development and advancement to their employees must take into account the accessibility needs of their employees with disabilities, as well as any individual accommodation plans.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="·&#x9;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text="Redeployment"> <Style FontIsBold="True" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> <Span Text=": Employers that use redeployment must take into account the accessibility needs of their employees with disabilities, as well as individual accommodation plans "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="There are a number of ways to make your employment practices more accessible;, here are a few best practices:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Include a non-discrimination statement for people with disabilities in job advertisements&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Give applicants advance notice that accommodations can be provided for anyone who requests them&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="144" TrailingMargin="0" FirstLineMargin="108" Justification="Left" CustomTabStops="" ListLevel="3" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="·&#x9;Make accommodations during testing, if requested, such as:&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Providing the interview questions ahead of time&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Extending the time to complete the test&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Providing the test in large print or in electronic format&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Providing a reader to read test questions&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Providing a scribe to write down the candidate’s responses&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Providing a sign language interpreter&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="226" TrailingMargin="0" FirstLineMargin="190" Justification="Left" CustomTabStops="" ListLevel="5" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="➢&#x9;Conducting the test in an accessible and/or quiet location&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Additional resources are provided under the Resources tab at the top of the course, HERE."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Here is a case study in which you can apply what you just learned.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Guy works at a law firm. During a holiday in Greenland, Guy has an accident and breaks his leg. The broken leg does not affect his ability to do his work, but his office is on the third floor of a heritage building with no elevator. What is the most realistic accommodation Guy can request?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="a)&#x9;Guy should take time off work until his leg heals.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="b)&#x9;Guy can request that his office be moved temporarily to the company’s first floor space and/or work from home until he can climb the stairs comfortably.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="72" TrailingMargin="0" FirstLineMargin="36" Justification="Left" CustomTabStops="" ListLevel="1" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="c)&#x9;Guy should insist that the building install an elevator or escalator to accommodate him and future employees and clients with mobility issues.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="What do you think is the best way to handle this accommodation?&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="The correct answer is b. The Ontario Human Rights Code requires employers to accommodate employees to the point of undue hardship. So, in the case study, there is no need for Guy to take extra time off work when his office can be moved to the lower level of the law firm. This would be more time effective and economic than installing an elevator or escalator in a heritage building where major renovations would need to be made. Or, if it is not possible to get office space on the first floor, Guy can work at home until he is able to climb the stairs to his third-floor office."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Here’s the third and final quiz. Click true or false for each of the following statements. When finished, click done to find out how you did."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="I’m sorry but you didn’t pass this quiz. Please click on the blue review button to review the material and then take the quiz again. click on the blue Redo quiz button to do the quiz again immediatley.&#xA;" /> </Block> <Block> <Span Text="&#xA;" /> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Well done! You have successfully completed your AODA training and are ready to incorporate what you have learned into your work."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Accessibility Ontario offers further accessibility training such as courses on how to make accessible Word and PDF documents. We can also assess your website’s accessibility and tell you what you need to do to made it compliant with the AODA and WCAG. Visit our website to learn more and to get our free “AODA Deadlines at a Glance” handout: www.AccessOntario.com.&#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="22" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletFont="Arial" /> </Style> <Span Text="Our website also hosts a curated list of excellent resources for you to deepen your knowledge. &#xA;"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="If you have any questions, feedback, or would like to chat with us about others ways we can assist you, feel free to email us at training at access Ontario dot com "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" /> </Span> </Block> </Content> </Document>