Course Overview

"At Your Service: Welcoming Customers with Disabilities" is a self-paced webcourse for people interested in discovering best practices for working with customers who have disabilities.

Cost and Registration

You must register before using this webcourse.

$FREE CEU & CRCC Credit!

Registration for the At Your Service webcourse creates your unique login that is needed each time this course is used. Your login is also used to confidentially track your course progress and verify your eligibility for CEU & CRCC Credit.

Objectives:

Upon completion of this webcourse, you will be able to:

State an understanding of the needs and experiences of people with disabilities.
Identify how to accommodate the needs of the customer with a disability while continuing to provide a high level of customer service.
Discuss basic etiquette for interacting with a customer who has a disability.
Explain how to comply with statutes regarding service to people with disabilities, including Section 108 of the Workforce Investment Act (WIA) and the Americans with Disabilities Act (ADA).

Note: Anyone interested in learning more about interacting effectively with individuals who have a disability will benefit from this webcourse. However, this webcourse was created as a training tool for Customer Service Representatives employed at Department of Labor (DOL) One-Stop Centers and for Navigators in the Disability Program Navigator Initiative, jointly funded by DOL and the Social Security Administration (SSA).

Prerequisites

To gain the most from the At Your Service webcourse, you should have familiarity with:

Using a web browser (i.e. Internet Explorer) to browse the Internet.
Section 188 Implementation of the Nondiscrimination and Equal Opportunity Provisions
Workforce Investment Act of 1998 (WIA)
Access for All: A Resource Manual for Meeting the Needs of One-Stop Customers with Disabilities .

Technical Needs

To participate in the At Your Service webcourse, you need to have access to a computer that has:

An Internet connection.
Web browser to view web pages (i.e. Internet Explorer, Netscape Navigator, etc.).
Software to view Word files (i.e. Microsoft Office Word, etc. or download Word Viewer)
Software to view PDF files (or download Adobe PDF Reader)

Content of Course

The At Your Service webcourse is organized into a Pre Test, 15 self-paced topics, and a Post Test. Before starting the topics, you will be directed to complete a Pre Test.

The first seven topics explore various core concepts such as Disability Etiquette, the Workforce Investment Act, and the Americans with Disabilities Act. The other eight topics are individual case studies that offer the opportunity to practice the information presented in the first half of this course. After completing all topics, a Post Test will be available (and if you score 90% or better, you may apply for CEU & CRCC Credit).

All fifteen (15) topics contain 1-5 pages of relevant information and real-life examples, including any applicable legal cases. Some topics contain multiple-choice or true/false "Apply Your Knowledge" questions and additional "Tell Me More" resources. A "Glossary of Terms" and Resources are also available for further reference throughout the course.

Topics in Course

Serving People with Disabilities
Charting the Course
Disability Etiquette
Legal Framework
Universal Access
Accommodations
Disability Rights
Blind and Low Vision
Deaf and Hard of Hearing Case Study
Physical Disability
A Word about Hidden Disability
Cognitive Disability
Learning Disability
Mental Retardation
Psychiatric Disability

Help - Questions or Problems

Questions on registration or problems in accessing the course?

DBTAC: Southeast ADA Center (Southeast DBTAC)
Email: sedbtacproject@law.syr.edu
Phone (voice/tty): 404-541-9001 or 800-949-4232 [AL, FL, GA, KY, MS, NC, SC, TN].

Questions on the Americans with Disabilities Act (ADA)?

DBTAC National Network of ADA Centers
National toll-free ADA hotline 1-800-949-4232 (voice/tty)

All inquiries and requests for assistance are strictly confidential. We respect the importance of your inquiry and will respond as soon as possible. Information Specialists are available Monday - Friday from 9:00 a.m. to 5:00 p.m.

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