As per the Accessibility Standards for Customer Service, Ontario Regulation 429/07 (created under the Accessibility for Ontarians with Disabilities Act, 2005), the Ontario Heritage Trust is required to train new staff, volunteers and/or students who meet with members of the public; or other third parties who participate in developing policies, practices and procedures on the provision of goods or services to the public; or other third parties in accordance with the training requirements set out in the standard. Training is to be provided within two weeks after the duties are assigned.

Individuals in the following positions will be trained:

  • All staff who work either full- or part-time at Ontario Heritage Trust sites
  • All managers or supervisors at Ontario Heritage Trust sites
  • All students who work either full- or part-time at Ontario Heritage Trust sites
  • All volunteers at Ontario Heritage Trust sites

This training will be provided within two weeks for any manager, supervisor, student or volunteer commencing employment at a Trust site.

Training will include the following: 

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device, or require the assistance of a service animal or a support person
  • What to do if a person with a disability is experiencing difficulty accessing goods and services provided by the Trust
  • The Trust’s policies, practices and procedures relating to the Customer Service Standard

The following courses are mandatory: 

  • May I Help You? Welcoming customers with disabilities
  • May I Help You? Supplementary: Ten Things You Need to Know about Accessible Customer Service
  • Working Together. Introduction to the Ontario Human Rights Code and how it relates to persons with disabilities and the Accessibility for Ontarians with Disabilities Act (AODA)
  • Integrated Accessibility Standards Regulation (IASR) – overview of the IASR and the actions the OPS is taking to comply with the regulation

All staff at the Trust and its owned and operated sites follow the practices and procedures in keeping with the principles of dignity, independence, integration and equal opportunity under this standard, using reasonable efforts to ensure that they are consistent, whereas: 

  • Dignity – service is provided in a way that allows a person with a disability to maintain self-respect and the respect of other people
  • Independence – service is provided in a way that allows a person with a disability to do things on their own without unnecessary help or interference from others
  • Integration – service is provided in a way that allows a person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternative measure is necessary to enable a person with a disability to access goods or services
  • Equal opportunity – service is provided in a way that allows a person with a disability to have an opportunity to access goods or services equal to that given to others