1. Accessibility for
Ontarians with
Disabilities Act, 2005
(AODA)
Training on Accessibility Standards for Customer Service,
Oliver & Bonacini Restaurants

2. DID YOU KNOW?
1 in 7 Ontarians have a disability.
Over the next 20 years, that number will rise as the population ages.

3. PURPOSE OF AODA TRAINING:
• How to welcome guests with disabilities
• How to serve guests with different kinds of disabilities
• How to help guests who use assistive devises
• What to do when guests with disabilities need help accessing O&B’s
goods and services
• How to communicate and provide notice of temporarily unavailable
facilities or services
• How to gather feedback

4. CORE PRINCIPLES
These are important principles to always remember when
communicating and interacting with people.
INDEPENDENCE DIGNITY
INTEGRATION EQUALITY

5. CORE PRINCIPLES
DIGNITY shall mean respecting and treating every person including persons
with a disability as valued and as deserving of effective and full service as any
other person.
INDEPENDENCE shall mean freedom from control or influence of
others, freedom to make your own choices.
INTEGRATION is the intermixing of people or groups previously segregated.
EQUALITY is the state of being equal especially in status, rights and
opportunities.

6. DEFINITION OF DISABILITIES
Disabilities includes different severity, visible as well as non-visible disabilities, and
disabilities of which may come and go.
Some persons with disabilities may require an assistive device.

7. ASSISTIVE DEVICES
An assistive device is a tool, technology or other mechanism that enables a person
with a disability to do everyday tasks and activities, such as
moving, communicating or lifting. Personal assistive devices can include
wheelchairs, hearing aids, white canes or speech amplification devices.

8. If you notice a person having any difficulty accessing a good or service a
good starting point is to simply ask.
“How may I help you?”
It is expected that someone requiring an additional need identify
themselves.

9. REMEMBER: Information about a disability is personal and private and must be
treated confidentially.

10. Lets look deeper and define some of the different disabilities that apply to
the customer service standard.

11. PHYSICAL DISABILITIES:
Only some people with physical disabilities use wheelchairs, some may use
crutches while some may have difficulty walking longer distances.

12. PHYSICAL
If you have to have a lengthy
conversation with someone in a
wheelchair or scooter, consider sitting
so to be at eye level with your guest.
If you have permission to move
someone’s wheelchair, do not leave
them in an awkward, dangerous or
undignified position, such as facing a
wall or in the path of opening doors.

13. PHYSICAL
Seat guests with physical disabilities
at an easily accessible table.
Don’t touch or handle assistive
devices without permission.
Don’t move assistive devices or
equipment out of your guests reach.
If a guest is waiting to be seated offer
them a chair to sit.

14. PHYSICAL
Let your guests know about
accessible features in the immediate
environment that are appropriate to
their needs (accessible
washrooms, ramps, etc.)
As per the request of a guest we may
book accessible transit to pick up
guests from all of our locations.

15. VISION LOSS DISABILITIES
Vision loss can restrict someone’s ability to read, locate landmarks or see
hazards.
Some people may use a guide dog or a white cane, while others may not.

16. VISION LOSS
Don’t assume the individual who
appears to have a vision loss can’t
see at all. Many people who have low
vision may still have some sight.
Identify yourself when you approach
someone using an assistive devise
and speak directly to the person.
Offer your elbow to guide them if
needed.

17. VISION LOSS
Seat your guest at an easily
accessible table in a well lit section
of the restaurant.
O&B does not have Braille
Menus, however you can:
Ask if they would like you to read
any printed material out loud to
them (example, a menu, signs or
fees).
Always face the guest and speak
directly to them, do not yell or
shout.

18. VISION LOSS
Service animals are allowed in all
O&B locations except for in the
back of house.
A service animal is not a pet, they
are working animals. Avoid
touching, feeding or addressing
service animals.
If you’re not sure if the animal is
a pet or a service animal, ask
your guests. A service animal will
be issued an official card.
Service animals are not only used
to assist people with vision
disabilities, for example some are
hearing alert animals and trained
to alert oncoming seizures.

19. HEARING LOSS
People who have hearing loss may be deaf, deafened or hard of hearing.
They may also be oral deaf– unable to hear, but prefer to talk instead of using
sign language.

20. HEARING LOSS
Once a guest has identified
themselves as having hearing
loss, make sure you seat them in a
well-lit area where they can see
your face and read your lips.
If possible seat your guests in a
quieter area and reduce the
background noise.

21. HEARING LOSS
Before speaking, attract the persons
attention such as a gentle touch on
the shoulder or slight wave of your
hand.
If necessary, ask if another method of
communicating would be easier (for
example, using a pen and paper).

22. DEAFBLIND DISABILITIES
A person who is deafblind may have some degree of both hearing and vision
loss.
Many people who are deafblind will be accompanied by an intervener, a
professional support person who helps with communication.
A person who is deafblind is likely to explain to you how to best
communicate, perhaps with an assistive card or note.

23. DEAFBLIND
Support person might help the person with a
disability with a variety of things from
communicating, to helping with
mobility, personal care or medical needs.
Welcome the support person.
Speak directly to the guest, not to the support
person.
Support persons are not given a special fee or
discounted price at O&B.

24. SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIES
Various disabilities such as cerebral palsy, hearing loss or other conditions may
make it difficult for a person to pronounce words or may cause slurring.
Learning Disabilities refers to a variety of disorders which can affect how a person
takes in or retains information.
Important – Don’t assume that a person
with a speech impairment also has
another disability.

25. SPEECH OR LANGUAGE IMPAIRMENTS AND LEARNING DISABILITIES
Whenever possible, ask questions
that can be answered with “yes”
or a “no”.
Use simple language.
Be patient. Don’t interrupt or
finish the individual’s sentences.
If a person has difficulty reading
the menu or understanding
material, be patient and read the
items to them.

26. INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIES
Developmental or intellectual disabilities may limit a person’s ability to
learn, communicate, do everyday activities and live independently.
Mental health issues may affect a person’s ability to think clearly, concentrate
or remember things and can range in terms of severity.
Important - Don’t make an
assumption of what a person can do.
Treat them with the same respect
and consideration you have for
everyone else.

27. INTELLECTUAL/DEVELOPMENT AND MENTAL DISABILITIES
When speaking to a person
with a disability be
confident, calm and
reassuring.
If a person appears to be in a
crisis, ask them to tell you the
best way to help.

28. COMPLYING AND PREVENTING BARRIERS
Oliver & Bonacini Restaurants respects our duty to do our best in
accommodating every person that walks through our doors.
The more barriers we can eliminate, the better we can provide exceptional
customer service to all individuals.

29. COMMUNICATION
O&B is committed to providing accessible service to persons with
disabilities. Posted online at www.oliverbonacini.com is O&B’s Accessibility
for Ontarians with Disabilities Act, Standards for Customer Service policy.
We will also communicate online any temporary disruptions in facilities or
services that people with disabilities usually use to access an O&B’s goods
or services, including the reason, duration and any alternatives available.

30. WE WELCOME FEEDBACK!
People are able to leave feedback online, in person, to a manager, via
telephone or mail.
O&B Employees can also leave comments regarding the way O&B provides
goods and services to persons with disabilities on the internal website.
Contact information can be found online at www.oliverbonacini.com.
O&B will respond to all complaints and comments in a timely manner.

31. THANK YOU!
Now that you have completed this training we hope that implementing
the customer service standard, accessibly will simply become a part of
your everyday service.