The Accessibility for Ontarians with Disabilities Act (AODA) is a piece of legislation that was enacted in 2005 to make Ontario more accessible and inclusive for individuals with disabilities. One of the key requirements of the AODA is that organizations must provide AODA training to their employees. In this article, we will explore whether AODA training is mandatory and provide an example of how AODA training can help to defuse a potential situation.

In short, yes, AODA training is mandatory for all employees who interact with customers or the public on behalf of an organization.

This includes employees who work in retail, hospitality, healthcare, and other service-oriented industries. By providing AODA training, organizations can ensure that their employees understand how to interact effectively with customers with disabilities, how to make reasonable accommodations, and how to create a welcoming and inclusive environment.

Now let’s consider an example of how AODA training can help to defuse a potential situation. Imagine a restaurant that has not provided AODA training to its employees. One day, a customer with a disability arrives at the restaurant and is unable to access the restroom because it is not accessible. The customer becomes upset and begins to argue with the restaurant manager.

However, the manager had recently provided AODA training to all of their employees, including the server who was attending to the customer. The server was able to defuse the situation by calmly explaining the restaurant’s policies and apologizing for the inconvenience. The server also offered to provide the customer with a portable ramp to access the restroom.

Thanks to the AODA training that the server received, they were able to handle the situation effectively and provide excellent customer service to the customer with a disability. This helped to avoid a potential conflict that could have resulted in a negative online review, loss of business, and a damaged reputation.

AODA training is mandatory for all employees who interact with customers or the public on behalf of an organization. By providing AODA training, organizations can ensure that their employees are aware of the importance of accessibility and inclusivity in the workplace. This can help to defuse potential situations, improve customer service, and ultimately benefit the organization’s bottom line.