Tips and Tools for Businesses to Implement Accessibility Customer Service

The Corporation of the City of Cornwall has implemented its Accessible Customer Service Corporate Policy and its training program.  The City is happy to share its documents so that businesses can take them and customize them to implement their plans.

Accessible Customer Service Policy
The City of Cornwall has implemented its Accessible Customer Service Policy in order to establish guidelines on providing goods and services to persons with disabilities.  The City of Cornwall is committed to providing consistent customer service to persons with disabilities by putting into practice these four key principles: Dignity, Independence, Integration and Equal Opportunity.  To view the City of Cornwall's Accessible Customer Service Policy, click here.

Operational Review Survey
In order to evaluate what policies and procedures various departments at the City of Cornwall currently had that governed persons with disabilities, for feedback notification and for service disruption, an Operational Review Survey was conducted.  To view a blank copy of this Accessible Customer Service Operational Review Survey, click here.

Implementation Plan
In order to create and implement its Accessible Customer Service Policy, several steps were undertaken to ensure that nothing was overlooked.  To view the City of Cornwall's Accessible Customer Service Implementation Plan, click here.

Three-Hour Training Module
Beginning October 1, 2009, all front line staff will be attending a Three-Hour Training Module that incorporated a Power Point Presentation, Case Studies, Simulation Exercises an opportunity for sharing knowledge and personal experiences.

Presentation
The City of Cornwall, in its attempt to train its Committee Members and to share its information with local Committees, has developed a short Presentation. 

To view the City of Cornwall's Accessible Customer Service short presentation for various groups,click here.

eLearning Training Module
In August, 2009, many City of Cornwall employees (not considered to be front line staff) took an eLearning Training Module.  This Module was created by the Province of Ontario's Ministry of Community and Social Service and the City customized it for its needs.  To view the City of Cornwall's Accessible Customer Service eLearning Training Module, click here.  To view the Province of Ontario's Ministry of Community and Social Service's original eLearning Training Module, click here. 

Booklet Training Module
Some of the City of Cornwall's employees do not have access to a computer.  For those employees, a Booklet Training Module was developed.  This training option includes a Quiz that must be remitted.  To view the City of Cornwall's Accessible Customer Service Booklet training module, click here. To vie the Quiz, click here.

Contracted Services
As part of its Accessible Customer Service Corporate Policy, the City of Cornwall is requiring its vendors and contractors to meet the requirements under this legislation.  To view the City of Cornwall's Accessibility Regulations for Contracted Services clause, click here and scroll down to the last page called "Schedule C".To view the pamphlet created for third parties, click here.

Tools to Help you Comply
To access the tools to help you comply provided by the Ministry of Community of Social Services, click here