ProHara Training & Certification
Spending by people with
disabilities will triple by 2035.
Train your team today.
disabilities will triple by 2035.
Train your team today.
We believe accessible customer service training isn’t about checking a box. Our training is designed for organizations and people who are committed to creating a culture of inclusion.
ProHara Accessible Customer Service Training teaches your team how to offer people with disabilities a consistent customer service experience across your organization.
- Modular, self-guided e-learning platform
- Responsive design for mobile and desktop users
- Secure dashboard to track and record training and certification levels
We’re flexible. We can tailor our certification programs to specific roles and sectors. Talk to us about how we can meet
your organization’s needs.
ProHara
Certification
Certification
We select the modules that are right for you and your organization. This ensures everyone across Canada who completes our training can provide a consistent customer service experience for people with disabilities.
LEVEL 1
3 modules
LEVEL 2
4 – 7 modules
LEVEL 3
8 or more modules
Training
Program
Program
ProHara’s training program integrates the lived experiences of, and is authenticated by, our advisory team of people with disabilities.
1
How Disability
Aware Are You?
How Disability Aware
Are You?
Get the facts. This module
introduces disability awareness
and sensitivity training and
builds the business case for
accessible customer service.
Discover the different models
and intersectionality of
disability and debunk common
myths and stereotypes about
people with disabilities.
2
Learn to Recognize
Diverse Disabilities
Learn to Recognize
Diverse Disabilities
This module provides a detailed
breakdown of the diverse range
of disabilities including
physical, sensory, cognitive, and
mental health-related
disabilities. We review
commonly used terminology,
and explain how individuals
with disabilities may identify,
associate, and describe their
disability.
3
Get Familiar with Assistive
Devices and Service Animals
Get Familiar with Assistive Devices and Service Animals
Learn about the supports used by
people with disabilities to
promote independence, including
mobility aids, assistive technology,
human support, service animals,
and emotional support animals.
Features an overview of current
legislation, and includes tips on
proper etiquette and how to
facilitate a positive customer
experience.
4
Breaking Down
Barriers
Breaking Down
Barriers
Barriers can have negative
impacts on the everyday lives
of people with disabilities.
Identify and understand
physical, systematic, attitudinal,
communication technology,
and transportation barriers.
Learn how to reduce and
remove existing barriers, and
eliminate future ones.
5
Say This Instead
of That
Say This Instead
of That
Language matters. This module
explains the importance of
communication and inclusive
language and the impact of our
word choices. Gain knowledge
and insight on how to
communicate effectively with
customers, strategies for de-escalation, and building lasting
relationships.
6
Leading with Empathy
and Compassion
Leading with Empathy
and Compassion
Empathy and compassion are
essential to great customer
service. This module explores
how to cultivate a practice of
empathy and compassion, and
shares strategies on how to
incorporate them into
professional and personal
interactions.
7
Mastering Accessible
Customer Service
Mastering Accessible
Customer Service
Build confidence and get practical tips on how to support
your customers so they can access your goods and services.
Using interactive scenarios and real-life examples, learn
how to greet and approach individuals and provide consistent
service excellence to people of all abilities, including
visible and invisible disabilities.
8
Understanding Disability
Law and Legislation
Understanding Disability Law and Legislation
This module provides an overview of the Canadian and provincial
legislative and regulatory requirements for providing accessible
service. Understand how disability laws apply to your organization.
Includes an overview of the evolution of disability rights, and key
legislation including the Canadian Rights and Freedoms, Accessible
Canada Act, and the Duty to Accommodate.
9
Fostering Inclusive
Workplaces
Fostering Inclusive
Workplaces
Employing people with disabilities is highly beneficial
for everyone, and can support business growth and employee
retention. This module explores the concept of disability
disclosure, tips on how to receive and respond to disclosure,
and how to mitigate workplace discrimination and harassment.
10
Become a T.R.A.I.L.
Blazer
Become a T.R.A.I.L.
Blazer
This module puts it all together. Learn how to apply your
knowledge and champion accessibility by creating a dynamic
shift in your organizational culture. Accessibility and
inclusion is an ongoing journey, not a destination. ProHara's
T.R.A.I.L. will keep you at the forefront of accessible customer
service excellence as it continually evolves.
11
AODA and Customer Service
AODA and Customer Service
This Module is an overview of the Accessibility for Ontarians with Disabilities Act (AODA) and more specifically the Accessible Standards for Customer Service Regulation. This training is applicable to any organization in Ontario mandated to comply with the AODA.
