Dana Porter Library, Room 251C
University of Waterloo Library
Waterloo, Ontario N2L 3G1
(519) 888-4567 x33012
The library is committed to excellence in serving all of our user groups, including people with disabilities.
- This toolkit is designed to support you in turning the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standards and the library's customer service commitment into everyday practices in your department.
We are committed to training all of our employees and volunteers in accessible customer service.
- The library has developed training requirements based on the level of public interaction and the nature of a person's job.
- Training materials include both those provided by the university and others that are library-specific.
We will communicate and interact with people with disabilities in a manner that they prefer for their particular types of disability. We are committed to accessible:
- Public documents
- Event invitations and session registration
- Online tests and surveys
- Billing and receipts
- Telephone service
Disruptions in service
We notify users in the event of a planned disruption of services. A reasonable effort will be made to inform users of an unexpected and significant disruption in services typically used by people with disabilities.
- Follow the procedures for handling disruptions in service for such facilities as ramps, doors, elevators, washrooms and the Adaptive Technology Centre.
Support persons and service animals
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services and resources.
- Familiarize yourself with the assistive devices available at the library.
Our feedback process
We welcome feedback regarding the way the library provides services and resources to people with disabilities.
- Users have choices for submitting feedback
- The library will respond within 2 working days.
We will ensure that staff know what to do if a person with a disability is having difficulty accessing our services or resources.
- Follow your departmental reporting process.