At Your Service 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.
You must Register for the At Your Service webcourse to create your unique login that is needed each time this course is used to track your progress and eligibility for education credit.
You may apply for education credit for this webcourse, as long as you are eligible
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 188 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).
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 .
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.)
- Software to view PDF files (or download Adobe PDF Reader)
This 15-topic course may be accessed at any time using a computer or mobile device with an Internet connection. Each topic contains 1-5 pages of relevant information and real-life examples, as well as:
- Multiple-choice self-tests to "Apply Your Knowledge."
- Relevant court cases and additional "Tell Me More" resources.
- Glossary of Terms and Acronyms and more Resources for further reference.
The first seven topics (1-7) explore various core concepts, such as Disability Etiquette, Workforce Investment Act, and Americans with Disabilities Act. The other eight topics (8-15) are individual case studies that offer the opportunity to practice the information presented in the first half of this course.
Topics in Course - 15
- Serving People with Disabilities
- Charting the Course
- Disability Etiquette
- Legal Framework
- Universal Access
- 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
Pre and Post Tests
Before starting the course, you will be directed to complete a Pre Test.
After completing all 15 topics, a Post Test is available. If you score 90% or better, you may apply for Education Credit.
Questions on registration or problems in accessing course?
Southeast ADA Center
Questions on Americans with Disabilities Act (ADA)?
ADA National Network
Toll-free ADA hotline: 1-800-949-4232
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 4:30 p.m.