AccessAbility Playbook Delivering accessible client service
Introduction
Who we are and our story behind the Playbook.
Play 1: Learn about accessibility, it’s more than you think
Defining a barrier-free access, client service barriers and most common types of disability.
Play 2: Understand how barriers affect persons with disabilities
Insights related to personal situations and possible client experience within the service delivery channels.
Play 3: Involve persons with disabilities from the start
Methods of recruitment, engagement and consultations. Tips on client feedback mechanisms and measurements for client satisfaction.
Play 4: Design experiences to be more inclusive
Approach to universal design and methodologies to create a positive experience without leaving anyone behind.
Play 5: Make communications accessible for everyone
Applying plain language principles and using the right words, format and layout.
Play 6: Develop the skills to provide accessible service
Training ideas and tips on how to better respond to the unique needs of persons with disabilities.
Play 7: Be part of an accessible culture
Messaging that change employee behaviours and ways to include accessibility in decision-making.
Inspiring Tools
Exploring innovative ways to gather client insights and assess the accessibility in client service.
We all benefit from a society and an economy without barriers to inclusion. When persons with disabilities can participate in all aspects of society, including accessing employment, resources and services, it enriches Canada’s economy.