Section 5: Continuing Your Learning

Introduction

This is the final section of the module. We hope that you can put into practice what you have learned about Manitoba’s accessibility law by meeting the requirements, and by implementing the tips to remove barriers.

Learning about accessibility is not a one time or static exercise. As you learned in Section two, The Accessibility Standard for Customer Service is one of five standards that will be implemented throughout Manitoba’s public and private sectors in the years to come.

The Four Topics in This Section

1. Problem-Solving Scenarios

2. Additional Resources

3. The Final Knowledge Check

4. Contact Us

Problem-Solving Scenarios

One of the best ways to continue your learning is to discuss what you have learned about accessibility with your colleagues.

Collaborate to identify and remove accessibility barriers in your organization.

Select Something to Consider to review possible responses to each scenario.

You can use these four scenarios to help you start a conversation with your team.

Scenario 1

Ren has multiple disabilities. The person providing customer service assumes that Ren cannot communicate or make decisions herself. The service provider only speaks to Ren’s support person, instead of Ren.

What is the barrier?

How can the service provider provide better customer service?

Scenario 2

Fred uses a wheelchair and is hard of hearing. Your reception area has a high counter top. It is also quite noisy when you are providing your information to Fred. He indicates that he does not understand your answer.

What is the barrier?

How can you offer Fred better customer service?

Scenario 3

Your organization has a staircase to the front door. You have received complaints from customers who are unable to use the stairs, and therefore, are unable to access your goods and services.

What is the barrier?

How might you offer accessible customer service in this situation?

Scenario 4

You offer a coupon for a price reduction on your goods or services. You inform customers that the coupon is only available online.

What is the barrier?

What can you do to ensure the price reduction is available to everyone?

Additional Resources

Visit AccessibilityMB.ca for more resources to support compliance with the Accessibility Standard for Customer Service, including practical resources, such as handbooks, policy templates, checklists, and signs to support accessibility.

Our website also contains information about Manitoba’s accessibility law, consultations, training and events.

You can help raise awareness and support from employees and the public using these tools, available at AccessibilityMB.ca:

• Barriers and Solutions

• “How can we help?” Counter/wall access signage (PDF) (explanation available)

• Words with Dignity desk card (PDF)

• Words with Dignity poster (PDF)

• “Service animals are welcome” public notices (PDF)

• Promotional posters with the following captions:

  • Accessibility means opportunities to live, play and work. (PDF)

  • Accessibility benefits everyone. (PDF)

  • Accessibility means welcoming service animals. (PDF)

  • Accessibility means respectful service. (PDF)

  • Accessibility means offering information in different ways. (PDF)

 We also recommend the Ontario government’s resource, Planning Events so Everyone Feels Welcome (PDF). Resource provided with permission from the Queen’s Printer, Ontario.