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AODA Customer Service Standards
for Support Staff

3.2 Support Persons

Support Persons can be a personal support worker, a volunteer, a family member, or a friend who assists with communications, mobility, personal care, or medical needs.

Always speak directly to the student with a disability first and not the support person. Ask if you are not sure which person is the support person.

A support person normally accompanies a student with a disability anywhere they go. When discussing confidential matters, you should confirm with the student whether or not they want the support person to be present.

An organization may require a support person to accompany a person with a disability for reasons of health and safety.

This would only occur where, after consultation with the person with a disability, requiring a support person is the only means to allow the person to be on the premises and at the same time fulfill the provider's obligation to protect the health and safety of the person with a disability and that of others (i.e., the health and safety risk cannot be eliminated or reduced by other means); and

Any considerations on protecting health and safety must be based on specific evidence and not on assumptions.

If admission is being charged to an event, organizers are required to give support persons free admission.

two people talking to customer service agent behind desk