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 login that you will use to access this course and that will uniquely 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 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). More: Acknowledgements.
To participate in the At Your Service webcourse, you need to have:
- Access to a computer or mobile device.
- An Internet connection.
- Web browser to view web pages (i.e. Internet Explorer, Firefox, Chrome, 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 has:
- 1-5 pages of relevant information and real-life examples
- Multiple-choice self-quizzes to "Apply Your Knowledge."
- "Tell Me More" and Resources for more information.
- Link to a Glossary of terms, acronyms, and abbreviations.
Topics (1-7): explore various core concepts, such as disability etiquette, Workforce Investment Act (WIA), and Americans with Disabilities Act (ADA).
Topics (8-15): case studies to review the information from the first seven topics of this course.
Topics in Course - 15
- Serving People with Disabilities
- Charting the Course
- Disability Etiquette
- Legal Framework
- Universal Access
- Disability Rights
- Hidden Disability
- Blind and Low Vision
- Deaf and Hard of Hearing
- Physical Disability
- Head Injury
- Learning Disability
- Intellectual Disability
- Psychiatric Disability
Quizzes & Tests
- Apply Your Knowledge: each topic has multiple-choice self-quiz questions for review.
- Pre Test: the first time you login to the course, you will need to complete the 15 multiple-choice questions.
- Post Test: available only after completing all 15 topics in the course. If you score 90% or better, you may apply for Education Credit.
To help you in the At Your Service webcourse, below are some resources that you may want to review and be familiar with:
- Access for All: A Resource Manual for Meeting the Needs of One-Stop Customers with Disabilities
- Section 188 Implementation of the Nondiscrimination and Equal Opportunity Provisions
- Workforce Investment Act of 1998 (WIA)
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. (Eastern time).