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AODA Customer Service Training

Students are REQUIRED to complete this online module and QUIZ (5% of overall grade). This is an introduction to the Accessibility for Ontarians with Disabilities (AODA) Act, 2005, Customer Service Standard. At the end of the Module you will be able to print a certificate of completion if you pass the quiz. Use this certificate to show perspective employers that you have completed this required training.

The module is offered in two formats:

  1. Webpages version (opens new window)
  2. Flash version (opens new window)

Students are only required to complete one of the two versions.


AODA Customer Service Quiz

The questions below are the questions that were used for the AODA Customer Service Quiz. After completing the AODA Customer Service Training module, review the questions below to test your knowledge gained from the module.

  1. The purpose of the Accessibility for Ontarians with Disabilities Act (AODA) is to develop, implement and enforce accessibility standards in key areas of daily living.
    • True
    • False
  2. In general when communicating with a person who is deaf or hard of hearing you should (check all that apply)
    • Wave your hand to initially get their attention
    • Shout to make yourself understood
    • Make sure they clearly see your face
    • None of the above
  3. Almost all people with vision loss are completely blind
    • True
    • False
  4. Service animals must be allowed to go everywhere with their owner
    • True
    • False
  5. When talking with a person in a wheelchair for more than a minute you should crouch down to their eye level.
    • True
    • False
  6. People with learning disabilities may require more time to process or respond to what you’ve said.
    • True
    • False
  7. According to the Customer Service Standard, the College must have policies, procedures and practices for the use of personal and other assistive devices in the College.
    • True
    • False
  8. Some general service tips for supporting students with disabilities include (check all that apply)
    • Be patient
    • Ask “How may I help?”
    • Speak directly to the student
    • Do not make assumptions
  9. If a student has a language or speech disability you should (check all that apply)
    • Ask questions that can be answered yes/no
    • Give them the time they need to get their point across
    • Finish their sentences
    • All of the above
  10. A support person for someone with a disability can be a (check all that apply)
    • Personal Support Worker
    • Friend
    • Volunteer
    • Family member
  11. Strategies for working with a student who has mental health disability include (check all that apply)
    • Asking many questions about their disability and how it may impact you
    • Reassuring the person and listen carefully
    • Focusing on meeting the person’s needs
    • None of the above
  12. In most cases you will be able to tell right away whether someone has a disability.
    • True
    • False
  13. If a person with vision loss is unable to read a sign, you could help them by asking if you could read the information to them.
    • True
    • False
  14. If there is a service disruption, such as an out-of-order elevator, you should (check all that apply)
    • Provide signs notifying that there is a disruption
    • Provide signs notifying that there is a disruption and when service is expected to be resumed
    • Notify your supervisor
    • Notify people if they ask about the service
  15. Only people with vision loss have service animals.
    • True
    • False

Create journalism content using Universal Design which will be accessible in all formats including digital audio, video, and print media, and web content. Articulate the disability perspective through integrated learning opportunities applicable to the field of journalism. Identify the principles and practices of pertinent legislation and standard Web guidelines. Demonstrate the appropriate professionalism.

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