{"id":3670,"date":"2025-09-04T06:59:40","date_gmt":"2025-09-04T06:59:40","guid":{"rendered":"https:\/\/allin.online\/?post_type=standard&#038;p=3670"},"modified":"2026-10-20T02:48:11","modified_gmt":"2026-10-20T02:48:11","slug":"401-training-and-skills-development","status":"publish","type":"standard","link":"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/","title":{"rendered":"Training and Skills Development"},"content":{"rendered":"\n<div class=\"wp-block-ace-standard-fixed-content flex content-content bg_white padding indent two-column\"><div class=\"content_wrapper\"><h3 id=\"page_sub_nav\" class=\"mobile_only\">CS 4.01 Training and Skills Development<\/h3><select aria-labelledby=\"page_sub_nav\" class=\"mobile_only\" id=\"nav_select\"><option value=\"#overview\">Overview<\/option><option value=\"#examples\">Practical examples<\/option><option value=\"#key_considerations\">Key considerations for training<\/option><option value=\"#definitions_list\">Definitions and acronyms<\/option><option value=\"#learning_resources\">Learning resources<\/option><option value=\"#linked_standards\">Linked Standards<\/option><option value=\"#references\">External references<\/option><\/select><div class=\"action_links mobile_only\"><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.01 Training and Skills Development\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div>\n<div id=\"overview\" class=\"wp-block-ace-standard-overview standard-content\"><h3>Overview<\/h3>\n<p class=\"wp-block-paragraph\">A key part of effective accessibility is having a trained and confident team. Staff should be well-informed to offer excellent customer service. By investing in accessibility training, your organisation can anticipate and meet a range of access needs with confidence. This can have a significant and lasting positive impact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Trained staff help create a space where customers feel supported and can access services, products, or spaces. It is important to provide this training regularly and to include as many staff members as possible.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Training and Skills Development Standard is based on effective practices learned from real-world experiences. It ensures that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>your staff feel confident in supporting visitors with access needs<\/li>\n\n\n\n<li>training happens regularly<\/li>\n\n\n\n<li>training is designed by people with lived experience of being deaf, disabled or neurodivergent<\/li>\n\n\n\n<li>training caters to different access needs<\/li>\n\n\n\n<li>training recognises that some people may experience barriers in more than one way, for example, because of their race, gender, or class<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">N.B. This Standard uses the term \u201caccessibility and disability equality training\u201d as the name for mandatory staff training. Some training providers call this \u201cdisability inclusion training\u201d or \u201cdisability awareness training\u201d. Ensure any training you source covers the areas outlined in this Standard.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For guidance on training related to your digital communications (including where it related to customer service), see <a href=\"https:\/\/allin.online\/standard\/digital-communications\/monitoring-and-continuous-improvement\/digital-accessibility-staff-training\/\">Digital Communications 6.01 Digital Accessibility Staff Training<\/a>.<\/p>\n<\/div>\n\n\n\n<div id=\"examples\" class=\"wp-block-ace-standard-examples bg_grey inner-padding standard-examples\"><h3>Practical examples<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example<\/strong>: An organisation offers mandatory training on accessibility and disability awareness for its staff. The training is designed to be accessible for all participants. For instance, materials are provided in advance, a <span title=\"Sign language interpreter\" data-definition-name=\"Sign language interpreter\" data-definition=\"sign-language-interpreter-2\" data-definition-id=\"5114\" class=\"ace-definition-inserter\"><\/span> is present, and regular breaks are scheduled. The trainers have personal experience of being deaf, disabled, or neurodivergent. After the initial training, shorter sessions are held to refresh and update knowledge. Staff can also access additional training relevant to their roles.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example<\/strong>: Customer service staff at a venue are doing basic sign language and deaf awareness training with their local <span title=\"Deaf club\" data-definition-name=\"Deaf club\" data-definition=\"deaf-club\" data-definition-id=\"6412\" class=\"ace-definition-inserter\"><\/span>. They are learning basic vocabulary and phrases to support communicating with visitors. They\u2019ve even set up a sign language practice group in the venue so that people can maintain their skills.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div id=\"key_considerations\" class=\"wp-block-ace-standard-key-considerations standard-key-considerations standard-content\"><h3>Key considerations for training<\/h3>\n<h4 class=\"wp-block-ace-heading\"><strong>Mandatory&nbsp;accessibility&nbsp;training<\/strong><\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-scaled.jpg\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6344\" aria-expanded=\"false\" data-modal_id=\"lightbox_6344\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6344\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6344\"><p id=\"desc_image_block_6344\">A group of people are seated around a table covered with papers, notebooks, and coffee cups.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6344\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6344\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-scaled.jpg\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A group of people sit around a table having a discussion. In the foreground, someone wearing a colourful jumper and a baseball cap looks thoughtful.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You should provide mandatory accessibility and disability equality training for all staff members.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">All accessibility and disability equality training should be designed by people with lived experience of being deaf, disabled, or neurodivergent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Training should contain at least:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>an overview of key legislation such as the <span data-definition=\"equality-act-2010\" data-definition-id=\"3611\" title=\"Equality Act (2010)\" data-definition-name=\"Equality Act (2010)\" class=\"ace-definition-inserter\"><\/span><\/li>\n\n\n\n<li>an explanation of the <span data-definition=\"social-model-of-disability\" data-definition-id=\"3615\" title=\"Social Model of Disability\" data-definition-name=\"Social Model of Disability\" class=\"ace-definition-inserter\"><\/span><\/li>\n\n\n\n<li>guidance on inclusive language regarding disability<\/li>\n\n\n\n<li>understanding of the difference between <span title=\"Equity\" data-definition-name=\"Equity\" data-definition=\"equity\" data-definition-id=\"3612\" class=\"ace-definition-inserter\"><\/span> and <span data-definition=\"equality\" data-definition-id=\"3610\" title=\"Equality\" data-definition-name=\"Equality\" class=\"ace-definition-inserter\"><\/span><\/li>\n\n\n\n<li>understanding of what it means to make <span data-definition=\"reasonable-adjustments\" data-definition-id=\"3614\" title=\"Reasonable adjustments\" data-definition-name=\"Reasonable adjustments\" class=\"ace-definition-inserter\"><\/span><\/li>\n\n\n\n<li>an overview of your organisation\u2019s approach to access (the <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/access-policies\/\">Customer Service 1.05 Access Policies<\/a> and <a href=\"https:\/\/allin.online\/standard\/creative-and-cultural-experiences\/strategic-commitment\/organisational-approach\/\">Creative and Cultural Experiences 1.01 Organisational Approach<\/a> have more information on this)<\/li>\n\n\n\n<li>an overview of access facilities and adjustments your organisation typically provides<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Any training should avoid exercises that mimic impairments, such as using a wheelchair or wearing a blindfold.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As part of your mandatory accessibility training, you should source training and guidance on how disability intersects with other <span data-definition=\"protected-characteristics\" data-definition-id=\"3616\" title=\"Protected Characteristics\" data-definition-name=\"Protected Characteristics\" class=\"ace-definition-inserter\"><\/span> (<span data-definition=\"intersecting-identities\" data-definition-id=\"3613\" title=\"Intersecting identities\" data-definition-name=\"Intersecting identities\" class=\"ace-definition-inserter\"><\/span>) and how this impacts your work.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is important that your team has a detailed understanding of how to manage <span data-definition=\"contrasting-access-needs\" data-definition-id=\"3609\" title=\"Contrasting access needs\" data-definition-name=\"Contrasting access needs\" class=\"ace-definition-inserter\"><\/span>. This understanding should come from accessibility training or guidance.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Further training and skills development<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to mandatory training, provide additional training and skills development sessions. This helps equip your staff to work with a wide range of visitors and manage access and disability-related incidents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, as part of accessibility training, consider adding conflict management training. This helps staff handle situations of discrimination, <span title=\"Ableism\" data-definition-name=\"Ableism\" data-definition=\"ableism\" data-definition-id=\"4283\" class=\"ace-definition-inserter\"><\/span>, and <span title=\"Disablism\" data-definition-name=\"Disablism\" data-definition=\"disablism\" data-definition-id=\"4352\" class=\"ace-definition-inserter\"><\/span> effectively. For more about this, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/emergency-and-incidents\/preventing-and-handling-incidents\/\">Customer Service 3.02 Preventing and Handling Incidents<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure any further training you offer considers <span data-definition=\"intersecting-identities\" data-definition-id=\"3613\" title=\"Intersecting identities\" data-definition-name=\"Intersecting identities\" class=\"ace-definition-inserter\"><\/span> and <span data-definition=\"contrasting-access-needs\" data-definition-id=\"3609\" title=\"Contrasting access needs\" data-definition-name=\"Contrasting access needs\" class=\"ace-definition-inserter\"><\/span>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Suggested training options could include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span data-definition=\"audio-description\" data-definition-id=\"4310\" title=\"Audio description\" data-definition-name=\"Audio description\" class=\"ace-definition-inserter\"><\/span><\/li>\n\n\n\n<li>deaf awareness<\/li>\n\n\n\n<li>basic <span data-definition=\"british-sign-language\" data-definition-id=\"4317\" title=\"British Sign Language\" data-definition-name=\"British Sign Language\" class=\"ace-definition-inserter\"><\/span> (BSL) or <span data-definition=\"irish-sign-language\" data-definition-id=\"4318\" title=\"Irish Sign Language\" data-definition-name=\"Irish Sign Language\" class=\"ace-definition-inserter\"><\/span> (ISL)<\/li>\n\n\n\n<li><span data-definition=\"relaxed-performance\" data-definition-id=\"4456\" title=\"Relaxed performance\" data-definition-name=\"Relaxed performance\" class=\"ace-definition-inserter\"><\/span>, autism and learning disability awareness training<\/li>\n\n\n\n<li>assistance animals<\/li>\n\n\n\n<li>accessible communications and marketing skills<\/li>\n\n\n\n<li>Mental Health First Aid training<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Budgeting<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Any high-quality training will come with a cost. It is important that disabled trainers and disabled-led training organisations are paid for their time and expertise. The cost of accessibility training and any other related training should be included in your yearly budget.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Planning who to train<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-5965-scaled.jpg\" alt=\"A person wearing a cap and a colourful striped shirt is removing a red theatre seat, in an auditorium with matching red carpet and walls.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6335\" aria-expanded=\"false\" data-modal_id=\"lightbox_6335\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6335\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6335\"><p id=\"desc_image_block_6335\">A person wearing a cap and a colourful striped shirt is removing a red theatre seat, in an auditorium with matching red carpet and walls.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6335\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6335\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-5965-scaled.jpg\" alt=\"A person wearing a cap and a colourful striped shirt is removing a red theatre seat, in an auditorium with matching red carpet and walls.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A staff member removes a theatre seat in a plush, red auditorium to make a wheelchair space.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The most useful training is the kind that matches the job someone does. For example, customer-facing staff (like box office teams, stewards or bar staff) should have training that helps them feel confident communicating with visitors and offering support. Staff who work on planning, policies or senior decision-making should have training that gives them a deeper understanding of the <span title=\"Social Model of Disability\" data-definition-name=\"Social Model of Disability\" data-definition=\"social-model-of-disability\" data-definition-id=\"3615\" class=\"ace-definition-inserter\"><\/span>, the <span title=\"Equality Act (2010)\" data-definition-name=\"Equality Act (2010)\" data-definition=\"equality-act-2010\" data-definition-id=\"3611\" class=\"ace-definition-inserter\"><\/span>, and how to build inclusion into the big picture of the organisation. Marketing teams can benefit from training on inclusive language, <span title=\"Plain English\" data-definition-name=\"Plain English\" data-definition=\"plain-english\" data-definition-id=\"4438\" class=\"ace-definition-inserter\"><\/span>, how to make social media more accessible, and clearly promoting access offers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Planning the right training for each team helps you budget more effectively and makes sure everyone gets what they need to do their job well. It also helps to keep track of who has had what training so that you can offer refreshers or updates when roles or responsibilities change.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Policy<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Include training processes in your accessibility policy to ensure that training happens regularly. Make sure staff understand what is required for accessibility training and have a clear written process to follow.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Regularity of training<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Training should happen every three years at a minimum, and more often if possible. This training should be part of the onboarding process for new staff. When planning training, consider the turnover of staff. Anyone working with visitors must receive accessibility training while at the organisation. Offer shorter recap sessions between trainings. Also include accessibility topics in staff briefings to keep everyone informed. Refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/during-a-visit\/staff-briefings\/\">Customer Service 2.01 Staff Briefings<\/a> for more about this.<\/p>\n<\/div>\n\n\n\n<div id=\"definitions_list\" class=\"wp-block-ace-definitions-list bg_white\"><h3>Definitions and acronyms<\/h3><div class=\"ace-definitions-list bg_grey inner-padding\"><div class=\"ace-definition-item\"><h4>Ableism<\/h4><div><p>Discrimination (or attitudes) that favours non-disabled people over disabled people.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Audio description<\/h4><div><p>Narration that describes visual elements of a live experience or video. Audio description describes important visual details such as costume, set, location, facial expressions, body language and actions.<\/p>\n<p>It can be delivered live through speakers or a headset to people at an event or show, or as a live or pre-recorded audio described tour (for example at a museum). It can also be integrated into the script of a play or a voiceover, or delivered by a character. In a digital context, such as cinema or video, it can be delivered as a separate audio track or integrated into a script or voiceover.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>British Sign Language<\/h4><div><p>British Sign Language (BSL) is a visual language used by the Deaf community in the UK. BSL uses hand shapes, body movements, facial expressions and mouth shapes to communicate. It has its own grammar and structure which is not the same as spoken English.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Contrasting access needs<\/h4><div><p>When different people\u2019s access needs don&#8217;t work together or require compromise within a group. For example, a printed programme with high colour contrast helps someone with low vision access the text, but for someone with sensory sensitivities, that same layout can be distracting, or even unreadable.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Deaf club<\/h4><div><p>These are community spaces where deaf people use sign language (like BSL or ISL) as the primary way of communicating. They are hubs to bridge social connections, cultural exchange and create a strong sense of belonging.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Disablism<\/h4><div><p>An alternative term to \u201cableism\u201d that usually emphasises discrimination against disabled people (rather than in favour of non-disabled people).<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Equality<\/h4><div><p><span class=\"TextRun SCXW81623569 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW81623569 BCX0\">This is when everyone gets the same thing \u2013 for example, the same support, same information or same access, no matter what their needs are.<\/span><\/span><\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Equality Act (2010)<\/h4><div><p>A UK law that protects people from being treated unfairly because of who they are (e.g. their disability, race, gender). It says that businesses and organisations must remove access barriers and make \u2018reasonable adjustments\u2019 so that disabled people and others can take part equally.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Equity<\/h4><div><p><span class=\"NormalTextRun SCXW249754916 BCX0\">This is when everyone gets what they need to have equal access. Support is adapted so that disabled people can take part on an equal basis with non-disabled people. For example, one person gets a standard exhibition guide, where someone else gets a visual guide or an audio <\/span><span class=\"NormalTextRun SCXW249754916 BCX0\">version that meets their needs better.<\/span><\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Intersecting identities<\/h4><div><p><span class=\"NormalTextRun SCXW100197856 BCX0\">This means when someone has multiple marginalised identities or protected characteristics under the Equality Act (e.g. race, gender, age, sexual orientation) that overlap, influence <\/span><span class=\"NormalTextRun SCXW100197856 BCX0\">each other<\/span><span class=\"NormalTextRun SCXW100197856 BCX0\"> and shape the person\u2019s lived experience in unique ways<\/span><\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Irish Sign Language<\/h4><div><p>Irish Sign Language (ISL) is a visual language used by the Deaf community in Ireland. ISL uses hand shapes, body movements, facial expressions and mouth shapes to communicate. It has its own grammar and structure which is not the same as spoken English.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Plain English<\/h4><div><p>A way of writing or speaking that is clear and simple and avoids jargon and hard words. Plain English or plain language helps everyone to understand information the first time they read it or hear it.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Protected characteristics<\/h4><div><p>The 9 personable attributes that are protected under the Equality Act 2010. These are: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief,\u00a0sex, sexual orientation<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Reasonable adjustments<\/h4><div><p><span class=\"TextRun SCXW71829020 BCX0\" lang=\"EN-GB\" xml_lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW71829020 BCX0\" data-ccp-charstyle=\"normaltextrun\" data-ccp-charstyle-defn=\"{&quot;ObjectId&quot;:&quot;ac0262f4-8a9e-5820-b908-2d943c5f7113|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[201342447,&quot;5&quot;,201342448,&quot;1&quot;,469777841,&quot;Arial&quot;,469777842,&quot;Arial&quot;,469777843,&quot;Aptos&quot;,469777844,&quot;Arial&quot;,469769226,&quot;Arial,Aptos&quot;,268442635,&quot;24&quot;,469775450,&quot;normaltextrun&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;normaltextrun&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}\">Changes made to prevent or remove barriers to access and inclusion. Making reasonable adjustments is a legal requirement under the Equality Act, within certain boundaries such as the relative size and budget of an organisation<\/span><\/span><\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Relaxed performance<\/h4><div><p>A performance, presentation or event that offers a warm welcome to anyone who needs to move, make noise or come and go. Often have adjustments to make them more accessible for people with sensory sensitivities (for example, lower sound levels, removal of very bright, intense or flashing lighting, low lighting left on in audience spaces, an introduction explaining what to expect).<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language interpreter<\/h4><div><p>Sign language interpretation is translation of the spoken and sound elements of an experience to British or Irish Sign Language. It can be delivered by a sign language interpreter located apart from the main action (for example at the side of the stage, on a separate screen, on video accessed by QR code signage) or by signing character(s) or presenters embedded in the main action or overlaid on a video.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Social Model of Disability<\/h4><div><p><span class=\"TextRun SCXW72468468 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW72468468 BCX0\" data-ccp-charstyle=\"normaltextrun\" data-ccp-charstyle-defn=\"{&quot;ObjectId&quot;:&quot;ac0262f4-8a9e-5820-b908-2d943c5f7113|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[201342447,&quot;5&quot;,201342448,&quot;1&quot;,469777841,&quot;Arial&quot;,469777842,&quot;Arial&quot;,469777843,&quot;Aptos&quot;,469777844,&quot;Arial&quot;,469769226,&quot;Arial,Aptos&quot;,268442635,&quot;24&quot;,469775450,&quot;normaltextrun&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;normaltextrun&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}\">A way of thinking that puts the lived experience of disabled people at the centre. The Social Model says that people are disabled by the barriers in society, not by their bodies or minds. There might be physical barriers (like steps), barriers in systems or rules, or barriers from people\u2019s attitudes or assumptions. The Social Model means that it is society\u2019s job to remove these barriers, so that disabled people can take part fully and equally.<\/span><\/span><\/p>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div id=\"learning_resources\" class=\"wp-block-ace-standard-learning-resources standard-content\"><h3>Learning resources<\/h3><div class=\"links-on-newtab-text\"><\/div>\n<h4 class=\"wp-block-ace-heading\"><strong>Audio description<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.royalholloway.ac.uk\/research-and-education\/departments-and-schools\/languages-literatures-and-cultures\/news\/creating-audio-description-free-online-course\/\" target=\"_blank\" rel=\"noreferrer noopener\">Royal Holloway University of London Creating Audio Descriptions free online course<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/vocaleyes.co.uk\/services\/training\/audio-description-training\/\" target=\"_blank\" rel=\"noreferrer noopener\">VocalEyes Audio Description Training<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/w-icad.org\/\" target=\"_blank\" rel=\"noreferrer noopener\">University of Westminster Workshop for Inclusive Co-created Audio Description free online course<\/a>&nbsp;&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.quiplash.co.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Quiplash Training and Consultancy<\/a>&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong>Sign language and deaf awareness<\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.signature.org.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Signature British Sign Language Qualifications<\/a>&nbsp;&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/signlanguageireland.com\/#:~:text=The%20Irish%20Sign%20Language%20Association,year%20or%20four%20year%20period\" target=\"_blank\" rel=\"noreferrer noopener\">Sign Language Association of Ireland Irish Sign Language Courses<\/a>&nbsp;&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/rnid.org.uk\/information-and-support\/how-to-communicate-with-deaf-people-hearing-loss\/\" target=\"_blank\" rel=\"noreferrer noopener\">RNID Communication Tips<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong><strong>Relaxed performance, autism and learning disability awareness training<\/strong><\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/accessallareasproductions.org\/theatre\/consultancy-and-sector-change\/\" target=\"_blank\" rel=\"noreferrer noopener\">Access All Areas Consultancy and Sector Change<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong><strong><strong>Assistance animals and visual impairment awareness<\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.guidedogs.org.uk\/getting-support\/information-and-advice\/sighted-guiding-instructional-videos\/\" target=\"_blank\" rel=\"noreferrer noopener\">Guide Dogs Sighted Guiding Instructional Videos<\/a>&nbsp;&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/vocaleyes.co.uk\/services\/resources\/supporting-blind-visually-impaired-patrons\/\" target=\"_blank\" rel=\"noreferrer noopener\">VocalEyes Supporting Blind and Visually Impaired Patrons Resources<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong><strong><strong><strong>Accessible communications and marketing<\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/graeae.org\/project\/accessible-marketing-training\/\" target=\"_blank\" rel=\"noreferrer noopener\">Graeae Theatre Company Accessible Marketing Training<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/communication-access.co.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Communication Access UK Training and Standards<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/accessiblebydesign.co.uk\/what-we-do\/\" target=\"_blank\" rel=\"noreferrer noopener\">Accessible By Design Accessibility Training<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong><strong><strong><strong><strong>Mental health first aid training<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mhfaengland.org\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mental Health First Aid England Training Courses<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/mhfaireland.ie\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mental Health First Aid Ireland Training Courses<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/mhfawales.org\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mental Health First Aid Wales Courses<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.smhfa.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Scotland\u2019s Mental Health First Aid Courses<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong><strong><strong><strong><strong><strong><strong>Dementia awareness<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.dementiafriends.org.uk\/WEBArticle?page=become-dementia-friend\" target=\"_blank\" rel=\"noreferrer noopener\">Dementia Friends Become a Dementia Friend<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\t<div id=\"linked_standards\" class=\"wp-block page-links wp-block-ace-linked-standards \">\n\t\t\t<h3 class=\"block-title\">\n\t\t\t\tLinked Standards\t\t\t<\/h3>\n\t\t\t\t\t\t<div class='flex flex_50 link_blocks'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Open door with a sign reading &#039;Accessible toilet \u2013 Not all disabilities are visible. In the background there is a hallway with a red carpet and a poster on the wall\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6012-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5952\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4600\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4600\">Open door with a sign reading &#8216;Accessible toilet \u2013 Not all disabilities are visible. In the background there is a hallway with a red carpet and a poster on the wall<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 1.05 Access Policies<\/h4>\n\t\t\t\t\t\t\t\t<p>Estabish an access policy and ensure all accessible processes are covered. Make sure there are references to disabled people in any wider policy. Ensure disabled people are involved in the policy writing process.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"People seated and standing in a small auditorium with teal-colored seats and dark walls.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-152-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6030\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4601\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4601\">People seated and standing in a small auditorium with teal-colored seats and dark walls.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 2.01 Staff Briefings<\/h4>\n\t\t\t\t\t\t\t\t<p>Ensure that day-to-day and event specific staff briefings routinely cover accessibility.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Two individuals are at a cloakroom counter. One person is holding a cane, whilst the member of staff is holding a large bag with a stuffed animal inside.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-307-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6329\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4608\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4608\">Two individuals are at a cloakroom counter. One person is holding a cane, whilst the member of staff is holding a large bag with a stuffed animal inside.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 3.02 Preventing and Handling Incidents<\/h4>\n\t\t\t\t\t\t\t\t<p>Ensure both policies and staff training consider prevention and management of access related incidents (such as ableism), and access elements of all incidents (such as first aid).<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A person sits with their legs crossed on the floor on a clean, white gallery space with a curved ceiling. They look happy and optimistic.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2212-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5597\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4618\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4618\">A person sits with their legs crossed on the floor on a clean, white gallery space with a curved ceiling. They look happy and optimistic.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CCE 1.01 Organisational Approach<\/h4>\n\t\t\t\t\t\t\t\t<p>Have a clear strategic approach or rationale about how disabled-led or disability focused work is being commissioned and programmed.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/themes\/ace\/assets\/fallback.jpeg\" alt=\"Placeholder image\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"0\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4573\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4573\">Placeholder image<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>DC 6.01 Digital Accessibility Staff Training<\/h4>\n\t\t\t\t\t\t\t\t<p>Train staff to understand what digital accessibility is, and how they use it within their role, so they can create accessible content and experiences.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\t<div id=\"references\" class=\"wp_block references wp-block-ace-standard-references \">\n\t\t<h3 class=\"block-title\">\n\t\t\tExternal references\t\t<\/h3>\n\n\t\t<div class=\"links-on-newtab-text\"><\/div>\n\t\t<ol class=\"references-list\">\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p><span class=\"TextRun SCXW10936405 BCX0\" lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW10936405 BCX0\">Access All Areas (n.d.) Consultancy and Sector Change [online] Available at: <a href=\"https:\/\/accessallareasproductions.org\/theatre\/consultancy-and-sector-change\/\">Access All Areas consultancy<\/a> [Accessed 10 June 2025]<\/span><\/span><\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Accessible By Design (n.d.) Accessibility Training [online] Available at: <a href=\"https:\/\/accessiblebydesign.co.uk\/what-we-do\/\">Accessible by Design training<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Attitude is Everything (n.d.) Training [online] Available at: <a href=\"https:\/\/attitudeiseverything.org.uk\/industry\/training\/\">Attitude is Everything training<\/a> [Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Communication Access UK (n.d.) Let\u2019s Talk About Communication [online] Available at: <a href=\"https:\/\/communication-access.co.uk\/\">Let&#8217;s talk about communication<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Dementia Friends. (n.d.) Become a Dementia Friend [online] Available at: <a href=\"https:\/\/www.dementiafriends.org.uk\/WEBArticle?page=become-dementia-friend\">Become a dementia friend<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Evenbreak. (n.d.) Training and Consultancy [online] Available at: <a href=\"https:\/\/www.evenbreak.com\/staticpages\/10287\/training-and-consultancy\/\">Evenbreak training and consultancy<\/a>\u00a0[Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Graeae Theatre Company. (n.d.) Accessible Marketing Training [online] Available at: <a href=\"https:\/\/graeae.org\/project\/accessible-marketing-training\/\">Accessible marketing training<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p><span class=\"TextRun SCXW193447323 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW193447323 BCX0\">Guide Dogs. (n.d.) <\/span><\/span><span class=\"TextRun SCXW193447323 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW193447323 BCX0\">Sighted Guiding Instructional Videos<\/span><\/span><span class=\"TextRun SCXW193447323 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW193447323 BCX0\"> [<\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW193447323 BCX0\">online<\/span><span class=\"NormalTextRun SCXW193447323 BCX0\">] Available at: <a href=\"https:\/\/www.guidedogs.org.uk\/getting-support\/information-and-advice\/sighted-guiding-instructional-videos\/\">Sighted Guiding Instructional Videos <\/a><\/span><\/span><span class=\"TextRun SCXW193447323 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW193447323 BCX0\">[Accessed 09 June 2025]<\/span><\/span><span class=\"EOP SCXW193447323 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Mental Health First Aid England. (n.d.) Mental Health First Aid Training Online and Face to Face [online] Available at: <a href=\"https:\/\/mhfaengland.org\/\">Mental Health First Aid England<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Mental Health First Aid Ireland. (n.d.) Adult Mental Health First Aid Courses [online] Available at: <a href=\"https:\/\/mhfaireland.ie\/cat-2-mhfa-adult\/\">Mental Health First Aid Ireland<\/a> [Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Mental Health First Aid Wales. (n.d.) Available Courses [online] Available at: <a href=\"https:\/\/mhfawales.org\/\">Mental Health First Aid Wales<\/a> [Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Public Health Agency. (n.d.) PHA Mental Health First Aid Training Hub [online] Available at: <a href=\"https:\/\/mhfa.pharesourcehub.co.uk\/\">PHA resource hub<\/a> [Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Quiplash. (n.d.) Training and Consultancy [online] Available at: <a href=\"https:\/\/www.quiplash.co.uk\/\">Quiplash training<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p><span class=\"TextRun SCXW125686418 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW125686418 BCX0\">RNID. (n.d.) <\/span><\/span><span class=\"TextRun SCXW125686418 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW125686418 BCX0\">Communication Tips<\/span><\/span><span class=\"TextRun SCXW125686418 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW125686418 BCX0\"> [online] Available at: <a href=\"https:\/\/rnid.org.uk\/information-and-support\/how-to-communicate-with-deaf-people-hearing-loss\/\">How to Communicate with someone who is deaf <\/a><\/span><\/span><span class=\"TextRun SCXW125686418 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW125686418 BCX0\">[Accessed 09 June 2025]<\/span><\/span><span class=\"EOP SCXW125686418 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Royal Holloway University of London. (n.d.) Creating Audio Descriptions: Free Online Course [online] Available at: <a href=\"https:\/\/www.royalholloway.ac.uk\/research-and-education\/departments-and-schools\/languages-literatures-and-cultures\/news\/creating-audio-description-free-online-course\/\">Creating audio descriptions training<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Scotland\u2019s Mental Health First Aid. (n.d.) Home Page [online] Available at: <a href=\"https:\/\/www.smhfa.com\/\">Scotland&#8217;s Mental Health First Aid<\/a> [Accessed 28 August 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Sign Language Association of Ireland. (n.d.) Irish Sign Language [online] Available at: <a href=\"https:\/\/signlanguageireland.com\/#:~:text=The%20Irish%20Sign%20Language%20Association,year%20or%20four%20year%20period\">Sign Language Association of Ireland<\/a>. [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Signature. (n.d.) British Sign Language Qualifications [online] Available at: <a href=\"https:\/\/www.signature.org.uk\/\">BSL qualifications<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>University of Westminster (n.d.) Workshop for Inclusive Co-created Audio Description Online Course [online] Available at: <a href=\"https:\/\/w-icad.org\/\">Audio description online course<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>VocalEyes (n.d.) Audio Description Training [online] Available at: <a href=\"https:\/\/vocaleyes.co.uk\/services\/training\/audio-description-training\/\">Audio description training<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p><span class=\"TextRun SCXW98918465 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SpellingErrorV2Themed SCXW98918465 BCX0\">VocalEyes.<\/span><span class=\"NormalTextRun SCXW98918465 BCX0\"> (n.d.) <\/span><\/span><span class=\"TextRun SCXW98918465 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW98918465 BCX0\">Supporting Blind and Visually Impaired Patrons <\/span><\/span><span class=\"TextRun SCXW98918465 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW98918465 BCX0\">[online] Available at: <a href=\"https:\/\/vocaleyes.co.uk\/services\/resources\/supporting-blind-visually-impaired-patrons\/\">Supporting Blind and Visually Impaired Patrons <\/a><\/span><\/span><span class=\"TextRun SCXW98918465 BCX0\" lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW98918465 BCX0\">[Accessed 09 June 2025]<\/span><\/span><span class=\"EOP SCXW98918465 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<\/li>\n\t\t\t\t\t<\/ol>\n\t<\/div> \n<\/div><aside class=\"sidebar flex-item\"><h3>CS 4.01 Training and Skills Development<\/h3><nav class=\"sub-nav\"><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical examples<\/a><\/li><li><a href=\"#key_considerations\">Key considerations for training<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">External references<\/a><\/li><\/ul><\/nav><div class=\"hide fixed scroll_menu\" aria-live=\"polite\"><h3>CS 4.01 Training and Skills Development<\/h3><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical examples<\/a><\/li><li><a href=\"#key_considerations\">Key considerations for training<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">External references<\/a><\/li><\/ul><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.01 Training and Skills Development\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.01 Training and Skills Development\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/aside><\/div>\n","protected":false},"featured_media":6344,"parent":3669,"menu_order":1,"template":"","class_list":["post-3670","standard","type-standard","status-publish","has-post-thumbnail","hentry"],"acf":{"short_description":"Create opportunities for staff, volunteers and freelancers to receive regular disability and intersectionality training, guidance and self-development tools.","make_visible_to_taster_account":true},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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