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ILLUSTRATIVE OUTLINE — FOR SCOPING DISCUSSION

Accessible service learning kit

This example focuses on service interactions and escalation choices that staff can practise together.

1. Service situations
Fictional examples across reception, phone, digital channels and alternate ways to obtain service.

2. Response practice
Activities for asking about preferences, communicating clearly and responding to a barrier.

3. Service reference aid
A concise reminder of available options, internal contacts and escalation steps.

A USEFUL STARTING POINT
- The service channels and frontline roles involved.
- Current service procedures and escalation arrangements.
- Anonymized examples of barriers encountered by users or staff.

WHAT WE AGREE BEFORE STARTING
- Training does not by itself verify that a service, building or digital channel is accessible.
- Jurisdiction-specific mandatory training content and records must be confirmed in the learning brief.

Final methods, contents and responsibilities are agreed in your proposal.

https://diversity.ca/en/services/training/accessible-service/