Commitment and responsibilities

  • We will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf.
  • In addition, we will provide training to all those who are involved in:
    • the development and establishment of guidelines/procedures/practices.
    • the development/planning of public-facing workflows and projects.
  • The training will include the following:
    • The purposes of the Accessibility for Ontarians with Disabilities Act (AODA), 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 having difficulty in accessing the uWaterloo Library's services and resources.
    • How to use the assistive equipment available that may help with the provision of services or resources to people with disabilities.
    • The uWaterloo Library's policies, practices and procedures relating to the customer service standard.
  • Staff will be trained on an ongoing basis when changes are made to the policies, practices and procedures.

Training requirements

The amount of training depends on the level of public interaction and the nature of the person's job (the materials are listed in the section below).

  • Permanent staff

    • Library handout and Ontario Library Association (OLA) videos - within first two weeks of employment
    • Council of Ontario Universities (COU) modules - within first six weeks of employment
    • Library session - screencast version and first offered in-person session
    • Library refresher - every two years
    • Plus, depending on responsibilities
      • Service/practices/procedures developers:
        • Inclusive service,practices, procedures - screencast version or first offered session, within first six months of employment.
      • Instructors/trainers:
        • Inclusive teaching and training - screencast version or first offered session, within first six months of employment
  • Contracts & Co-ops (Master of Library and Information Science [MLIS] & University of Waterloo Co-op students)

    • Library handout and OLA videos - within the first two weeks of employment
    • COU modules - within the first six weeks of employment
    • Library session - screencast version or first offered session
    • Plus, depending on duties
      • Inclusive teaching and training - screencast version or first offered session
      • Inclusive service, practice, procedures - screencast version or first offered session
    • Library refresher - every two years
  • Casuals & volunteers

    • Library handout and OLA videos - prior to public duties
    • Library session - screencast version, prior to public duties

Training materials

Resources