ADA Customer Service Training

Now in its second round following the 2011 training program, ODO conducts a full-day training program for Amtrak which was successfully delivered to approximately 8,000 frontline employees in 17 cities nationwide as part of their year-long block training. Only the third outside agency to be hired to conduct block training, ODO had to create PowerPoint presentations, exercises and handouts, hire and train over 30 trainers, most of whom have disabilities themselves, and administer this complex program. The course included a disability awareness module and sections on the Americans with Disabilities Act and Amtrak policies and procedures with regard to customers with disabilities. This is ODO’s largest program to date.