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Building an Inclusive & Accessible Community

Customer Service Training

Who requires AODA Customer Service training?

The Customer Service standard requires that McMaster ensure that every person who deals with the public or other third parties on McMaster’s behalf receive training, whether the person is an employee, agent, volunteer or otherwise. In other words, all McMaster employees (faculty and staff), student leaders and volunteers must receive training. Members of the public for McMaster University include our students, employees, retirees, alumni, visitors, colleagues, and service providers to name a few.

In addition, McMaster must ensure that every person who participates in developing policies, practices and procedures relating to the goods or services we provide is trained.

What format of training am I required to take?

Please see the following printable files on the AODA training matrix to determine in which form you are required to take the AODA customer service training. [PDF Format] [Word DOC Format]

What do I need to do as a supervisor?

You must ensure that your employees and any individuals within your area of responsibility that interact with the public or aid in the development of policy, procedures and programs on behalf of McMaster University, receive the AODA customer service training.

AODA training is an on-going requirement; therefore any new hires, incoming graduate students, student leaders and volunteers must receive training upon orientation to their respective roles at the University.

Employees can complete the training individually using the online training tool, or you can arrange to host group training sessions, using campus conference/meeting rooms and/or computer labs. Please see below about organizing group training sessions for your employees.

In order for your employees to complete the training, please take measures to ensure that all of your employees have a valid Mac ID in order to log onto the training. If they do not have one, they must obtain a Guest ID. Please contact McMaster UTS services if this is the case.

If you choose to conduct a group training session (using one computer and projector or many computers in a lab) please familiarize yourself with the training before conducting/holding the session so that you are adequately prepared to guide your employees through the training and answer any questions that may arise along the way. We recommend you go through the training yourself at least once before holding a group training session, as well as exploring the Accessibility at McMaster site in full to learn about where to direct your employees for further information or useful links. We would also advise you take the time to look through several of the links to helpful tips from the Ministry of Community and Social Services, such as those regarding ‘planning an accessible meeting’ or ‘organizing an accessible workspace’, etc.

SHOULD YOU CHOOSE TO CONDUCT A GROUP SESSION USING A SHARED COMPUTER & PROJECTOR, BEFORE MAKING ANY ARRANGEMENTS please contact aoda@mcmaster.ca to ensure appropriate attendance and tracking of the completed training. It is imperative that all those individuals completing training are properly tracked. The same rules apply if you are having a facilitator host a group training session for your employees instead.

What do I need to do as an employee?

As an employee (either faculty or staff) of McMaster University, you are required to complete the mandatory AODA customer service training, either individually on-line, or as part of a group session organized by your supervisor. Should you have any questions regarding how training is going to be administered within your office/department, please ask your supervisor, Dean or Chair for further information.

If you do not have a Mac ID, please see your supervisor, as you need one in order to log onto the system and complete the training.

There are different timelines for completion of training depending on whether you are a full-time, part-time, seasonal, or temporary employee, see below for more details.

Phase 1: Full-Time Employees
This phase commenced in February 2010 and focuses on full-time employees (faculty and staff). Any full-time employees who have not yet completed their training must complete it immediately. The preferred method of training for this group is the online training tool.

Phase 2: Part-Time, Temporary and Seasonal Employees, and Graduate Students
This next training phase focuses on part-time, temporary, seasonal employees and graduate students. This phase will commence on Monday May 17, 2010 with a completion deadline of July 31, 2010. Several methods of training are available;

Online training modules done in a group or individually, or
Informational brochure. Copies of the brochure must be requested from aoda@mcmaster.ca

What do I need to do as a volunteer, student leader or contractor?

Training is a requirement for individuals in volunteer, student leader or contractor roles. However, for this population, the method of training administered will vary depending on the specific nature of the work performed. Depending on the amount of public interaction or policy/program development involved in the role, several different methods of training may be used. If your supervisor has not already notified you of the preferred training method, please speak with them directly.

Student leader, volunteer:

Training for student leaders and volunteers will be administered in the 3rd phase and will commence on August 1, 2010 with a completion deadline of September 7, 2010.

Contractor:

All members of the University community, including contractors and subcontractors engaged by McMaster University, are responsible for adhering to and following the commitments set out in the University Policy on Accessibility. Therefore, in order to qualify to bid on any new campus projects, all contractors and subcontractors must agree to adhere to the policy, complete mandatory customer service training either by completing the McMaster University training or by providing proof of training from their own organization. All contractors are required to ensure that subcontractors engaged by them have undertaken mandatory customer service training and provide proof of such training in order to qualify to bid on any new campus projects.

When does training need to be completed?

The following is a list of the training phases for current employees, students and volunteers:

Phase 1: Full-Time Employees
This phase commenced in February 2010 and focuses on current full-time employees (faculty and staff). Any current full-time employees who have not yet completed their training must complete it immediately.

Phase 2: Part-Time, Temporary and Seasonal Employees, and Graduate Students
This phase focuses on training for all part-time, temporary, seasonal employees and graduate students. This phase will commence on Monday May 17, 2010 with a completion deadline of July 31, 2010. Several methods of training are available; if you are not sure which method of training is appropriate, please speak with your supervisor.

Phase 3: Student Leaders and Volunteers
Training for student leaders and volunteers will be administered in the 3rd phase and will commence on August 1, 2010 with a completion deadline of September 7, 2010. Several methods of training are available; if you are not sure which method of training is appropriate, please speak with your supervisor or visit www.mcmaster.ca/accessibility/cstfaq.html

New hires and incoming graduate students, and student leaders

This training remains an on-going requirement for all new employees, incoming graduate students, student leaders and volunteers. Supervisors must ensure their employees complete the training as soon as possible upon their employment start date. In addition, retraining will be required whenever changes are made to relevant policies, practices and procedures or when subsequent standards under the Act are in force.

Individuals who require this training as part of their employment relationship with McMaster University should complete the training during normal work hours, as per the appropriate protocols and in line with applicable collective agreements.

Do all the modules of the training have to be completed at the same time or can they be completed at separate times?

No, all modules do not have to be completed at once. Instructions for both the HTML and Flash versions of the training are available on the training Login page.

How will I know if I have been recorded as 'completed'?

The system maintains comprehensive online training records of all those who login to the training, and it will confirm when you have adequately completed the requirements.

Upon completion of the Flash and HTML version of the training, you will receive an automated email message indicating that you have completed the training.

Can the online training be completed in a group setting rather than individually?

Yes, supervisors may opt to have their team complete training in a group session. This may be the most practical option for staff that does not have regular access to a computer. There are several options for this group setting mode. These options include:

having a supervisor-coordinated group session using one shared computer and projector

having a group session using multiple computers, e.g. booking space in one of the University’s computer labs.

Supervisors are expected to ensure their employees receive training - they are not expected to facilitate training on the AODA or Customer Service Standard; that is, any questions or clarification required as a result of this training should be addressed to one of the University’s designated contacts for appropriate handling.

Campus computer labs can be booked for group training sessions using the online training tool. Please visit the UTS lab booking site to make arrangements.

Should you choose to conduct a group session using a shared computer & projector, before making any arrangements please contact aoda@mcmaster.ca to ensure appropriate attendance and tracking of the completed training. It is imperative that all those individuals completing training are properly tracked.

What groups qualify for a facilitator-led training session?

Whether or not a group will be eligible for training via a facilitator-led session will depend on:

Whether the employees in question do not have regular access to a computer and internet during normal working hours

Whether the supervisor has identified that they cannot access a computer & projector or book a computer lab to host their own group training session

Whether the employees within your area have high-customer contact

Additional consideration will be given depending on operational demands/needs as necessary. Please contact aoda@mcmaster.ca to determine if your group is eligible for a facilitator-led session.

If I’ve already completed training delivered by my supervisor or a facilitator, do I still need to do the online training as well?

No, if you attended in-person training session delivered by your supervisor or a facilitator specifically on accessible customer service, you do not need to complete the online course. If you continue receiving reminder notices, please contact an administrator at aoda@mcmaster.ca to ensure our records are accurate.

Are people working at McMaster who do not directly interact with the public still required to complete the training?

"Interacting and communicating with the public" involves not only face-to-face interaction. It also includes the many other everyday activities: email, telephone, interaction through the web, etc. At one time or another, all McMaster employees may be required to interact with persons with disabilities through their work with colleagues and co-workers. To ensure we achieve a fully accessible environment for persons with disabilities, every McMaster employee should complete training in accessible customer service.

Does someone who has taken this training at another organization need to retake it at McMaster?

Yes, training is required to be re-done. Queen’s University, in partnership with the Council of Ontario Universities, designed this online course especially for Ontario universities. They took the content as set out in the regulation and crafted a course specific to the university setting. The scenarios and supplemental information were all contributed by subject matter experts and other university groups. All of the examples and scenarios are based on real situations that have occurred on Ontario university campuses and reflect many of the challenges persons with disabilities have raised over the years.

Who is responsible for tracking that employees have completed their training?

Supervisors are responsible for maintaining training records for their respective employees, while Human Resources Services is responsible for maintaining a central database of training for employees. The University must maintain records indicating who has completed the training and the date on which training was completed. Supervisors are responsible for ensuring new hires receive this mandatory training along with their job-related and other mandatory University training. Supervisors who would like to ensure that training is being completed for employees who fall within their department may request a listing from Human Resources Services.

How will employees who do not have a formal Mac ID log onto the training?

These employees will have to obtain a guest ID from UTS to complete the training. Supervisors should contact UTS services to arrange for these.

As a supervisor, you must ensure that all of your employees have a valid Mac ID in order to log onto the training.

Who should you contact with questions/feedback/complaints regarding customer service-related accessibility issues at McMaster?

Employee related matters:
Andrianna Timperio, Human Resources Services
aoda@mcmaster.ca or ext. 21371.

Student related matters:
Tim Nolan, Centre for Student Development
timnoln@mcmaster.ca or ext. 24339

General accessibility matters:
Denise Maraj, Human Rights & Equity Services
dmaraj@mcmaster.ca or ext. 24067

Where can I, as a supervisor, obtain more brochures/posters for my staff regarding the AODA at McMaster?

Please contact an administrator at aoda@mcmaster.ca