{"id":4608,"date":"2025-11-12T16:36:56","date_gmt":"2025-11-12T16:36:56","guid":{"rendered":"https:\/\/allin.online\/?post_type=standard&#038;p=4608"},"modified":"2026-10-20T02:34:46","modified_gmt":"2026-10-20T02:34:46","slug":"preventing-and-handling-incidents","status":"publish","type":"standard","link":"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/emergency-and-incidents\/preventing-and-handling-incidents\/","title":{"rendered":"Preventing and Handling Incidents"},"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 3.02 Preventing and Handling Incidents<\/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<\/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\">References<\/option><\/select><div class=\"action_links mobile_only\"><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 3.02 Preventing and Handling Incidents\" 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\">It\u2019s essential for disabled customers to feel safe and welcome in creative and cultural spaces. This means ensuring that their needs and experiences are fully considered in all your policies, procedures, and working practices. That might include considering accessibility in first aid, thinking about the language you use around the venue, and planning how you will respond to negative attitudes from non-disabled visitors.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Embedding anti-ableist approaches may prevent some incidences of <span title=\"Ableism\" data-definition-name=\"Ableism\" data-definition=\"ableism\" data-definition-id=\"4283\" class=\"ace-definition-inserter\"><\/span>and <span data-definition=\"disablism\" data-definition-id=\"4352\" title=\"Disablism\" data-definition-name=\"Disablism\" class=\"ace-definition-inserter\"><\/span> incidents from occurring. When they do happen, a professional, confident, and empathetic response from your staff will build disabled people\u2019s trust in your venue.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Based on\u202fbest practices and lived experience, the Preventing and Handling Incidents Standard makes sure that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the policies and procedures that inform how you handle incidents consider the needs and experiences of disabled people<\/li>\n\n\n\n<li>training for incident handling considers accessibility and the specific experiences of disabled people<\/li>\n\n\n\n<li>people know that their experiences in your venue will be heard and respected<\/li>\n<\/ul>\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 description<\/strong>: This organisation has made sure that the first-aid training they offer staff is accessible to everyone who needs it and considers how first-aid practices might differ for disabled people.<\/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 description<\/strong>: This organisation has carefully reviewed the resources it offers for staff or visitors affected by an incident or harassment. They have ensured that these resources are accessible and considerate of the different experiences of disabled people and those with <span data-definition=\"intersecting-identities\" data-definition-id=\"3613\" title=\"Intersecting identities\" data-definition-name=\"Intersecting identities\" class=\"ace-definition-inserter\"><\/span>.<\/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<\/h3>\n<h4 class=\"wp-block-ace-heading\"><strong>Preventing incidents<\/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\/ACE-All-In-307-scaled.jpg\" 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.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6329\" aria-expanded=\"false\" data-modal_id=\"lightbox_6329\"><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_6329\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6329\"><p id=\"desc_image_block_6329\">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><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6329\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6329\"><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-307-scaled.jpg\" 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.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A visitor and a member of staff sharing a friendly encounter at a cloakroom counter as the visitor puts their belongings into the cloakroom.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that your policies, procedures, and ways of working consider the needs of deaf, disabled and neurodivergent people. This will help you build a culture where accessibility and inclusion are central to your work. This should help prevent incidents of <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>caused by running the venue in a way that prioritises non-disabled people. Other incidents of ableism often occur due to staff&#8217;s lack of awareness or negative attitudes towards disability, or because your staff do not feel supported to challenge ableism from non-disabled visitors or contractors.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When incidents do occur, clear policies and procedures supported by proper training, knowledge, and awareness will ensure they are handled sensitively, professionally, and with respect for the lived experience of disabled people.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Understanding ableism and disablism<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that your staff understand what <span title=\"Ableism\" data-definition-name=\"Ableism\" data-definition=\"ableism\" data-definition-id=\"4283\" class=\"ace-definition-inserter\"><\/span>and <span data-definition=\"disablism\" data-definition-id=\"4352\" title=\"Disablism\" data-definition-name=\"Disablism\" class=\"ace-definition-inserter\"><\/span> are and can recognise incidents. This should be covered in mandatory disability awareness training. For more about this, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ableism is discrimination that favours non-disabled people over disabled people. Examples of ableism might include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ignoring the opinion of a disabled person, interrupting or talking over them because they\u2019re disabled<\/li>\n\n\n\n<li>questioning someone\u2019s disability or their right to use <span data-definition=\"assistive-aid\" data-definition-id=\"4236\" title=\"Assistive aids\" data-definition-name=\"Assistive aids\" class=\"ace-definition-inserter\"><\/span> (for example, \u2018you don\u2019t look disabled\u2019)<\/li>\n\n\n\n<li>assuming you know what a disabled person can or cannot do<\/li>\n\n\n\n<li>feeling entitled to ask intrusive questions or know how someone became disabled<\/li>\n\n\n\n<li>using derogatory language or slurs towards a disabled person or about disability<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Disablism is an alternative term that usually emphasises discrimination against disabled people (rather than in favour of non-disabled people).<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Using policies and procedures<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure you have relevant policies and written procedures in place to support your actions. For example, an access policy, health and safety policy, safeguarding policy and medical marijuana policy. Explicitly include disability hate incidents, hate crimes and other ableist harassment of disabled people in your ticketing terms and conditions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Review policies regularly, and after incidents, accidents, or near-misses. For more information, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/policy-reviews\/\">Customer Service 4.04 Policy Reviews<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that your staff understand how those policies are implemented in your venue and how this relates to their role. Share and review this information regularly in staff briefings. Refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/during-a-visit\/staff-briefings\/\">Customer Service 2.01 Staff Briefings<\/a> for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that any evidencing processes you use (for example, to determine who can access provisions such as viewing areas or accessible toilets) are clear, consistent, and not arbitrary. For example, it\u2019s clear and justifiable to check by asking someone if they need to sit to watch the performance. It\u2019s not justifiable to deny someone access because you\u2019ve observed that they\u2019re able to walk a distance. Clear information about this will help your staff use procedures consistently and explain them to non-disabled visitors in the event of a dispute.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Accessible and anti-ableist training<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that incident handling training (such as first aid, health and safety, conflict resolution and de-escalation, safeguarding training) is accessible to disabled staff. Implement suitable access provisions so that all who need to can participate fully. For more information about accessible training, refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure all training considers adjustments needed for disabled people. For example, first-aid training should think about how incidents like choking may differ for a wheelchair user, how a process like placing someone in the recovery position might need to change, and how to manage incidents related to disability, such as seizures. Training should also include how to communicate accessibly during an incident, like allowing extra processing time, using quieter spaces, and finding access support such as a <span data-definition=\"sign-language-interpreter-2\" data-definition-id=\"5114\" title=\"Sign language interpreter\" data-definition-name=\"Sign language interpreter\" class=\"ace-definition-inserter\"><\/span> if required.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Training should address how <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>can influence an individual&#8217;s response to an incident. For example, emphasising the importance of listening to the experiences of a learning-disabled person and not assuming they have misunderstood a situation or another person\u2019s intention.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Accessible communication<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">When handling or following up incidents involving disabled people, remember that lots of people may find it more difficult to communicate or process information if they\u2019re stressed or overwhelmed after an incident. Ensure staff are trained in accessible communication.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff should proactively identify any access adjustments, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>providing a <span data-definition=\"sign-language-interpreter-2\" data-definition-id=\"5114\" title=\"Sign language interpreter\" data-definition-name=\"Sign language interpreter\" class=\"ace-definition-inserter\"><\/span> or accessing a live relay service<\/li>\n\n\n\n<li>moving the conversation to a quieter place<\/li>\n\n\n\n<li>allowing extra time for the conversation<\/li>\n\n\n\n<li>providing follow-up information in accessible formats<\/li>\n\n\n\n<li>approach with empathy and understanding<\/li>\n\n\n\n<li>using clear, simple language and keeping questions short and necessary<\/li>\n\n\n\n<li>giving people extra time to process information and respond<\/li>\n\n\n\n<li>offering to summarise what\u2019s been said in writing afterwards<\/li>\n\n\n\n<li>provide an easy way for the person to get in touch afterwards if they need to share further details<\/li>\n\n\n\n<li>having one consistent person following up and acting as a contact point<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Managing disclosures<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">When managing disclosures (for example, about an incident of <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>or harassment), ensure that staff are aware of the additional barriers a disabled person might face in sharing their experience and that this informs their approach. Staff should understand that disabled people (and especially those with <span data-definition=\"intersecting-identities\" data-definition-id=\"3613\" title=\"Intersecting identities\" data-definition-name=\"Intersecting identities\" class=\"ace-definition-inserter\"><\/span>) may be at an increased risk of harm or harassment. Disabled people may also feel less able to report incidents, especially if their experiences have been ignored or disregarded in the past. Reassure the person that their disclosure is confidential and can be anonymous<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When communicating:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>avoid stereotypes or assumptions about disabled people, for example, don\u2019t assume that someone has misunderstood an incident due to their disability<\/li>\n\n\n\n<li>ask the person how they would like you to help or what they\u2019d like to happen next<\/li>\n\n\n\n<li>give a clear, concise explanation of what you\u2019ll do next, your escalation process, safeguarding procedure or complaints process if needed (offer an <span data-definition=\"easy-read\" data-definition-id=\"4354\" title=\"Easy Read\" data-definition-name=\"Easy Read\" class=\"ace-definition-inserter\"><\/span> version of key information if needed)<\/li>\n\n\n\n<li>respect people saying \u2018no\u2019; sometimes disabled people might be reluctant to ask for or accept help (because \u2018needing help\u2019 might have been used to shame or hurt the person before)<\/li>\n\n\n\n<li>offer suitable spaces where people can decompress after an incident or disclosure<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/feedback-and-complaints\/\">Customer Service 4.02 Feedback and Complaints<\/a> for more guidance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Be mindful that your staff may be disabled and may experience ableist incidents at work. They may also be impacted by receiving a disclosure from a disabled visitor. Ensure that staff support is accessible to all and that any support services you direct staff to are inclusive.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Managing other visitors<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Sometimes, preventing or handling incidents of <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>is about managing the expectations and behaviour of other visitors towards a disabled person. For example, if someone decides a person \u2018isn\u2019t disabled\u2019 or decides to tell them off. Ensure you have a clear strategy prepared for staff to use in these situations. That can be as simple as clearly explaining your policy or process (for instance, for who can use an accessible viewing area). Seeing your staff respond firmly and professionally to such challenges will help to build disabled people\u2019s trust in your venue. This is where having clear policies and good staff understanding of how they are implemented will help prevent and defuse incidents.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Inclusive language<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">A common form of <span data-definition=\"ableism\" data-definition-id=\"4283\" title=\"Ableism\" data-definition-name=\"Ableism\" class=\"ace-definition-inserter\"><\/span>and microaggressions against disabled people is someone using inappropriate language about disability. That might include using derogatory terms or slurs to refer to a disabled person or speaking disrespectfully about someone because of their disability.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that your staff are trained to use inclusive, <span data-definition=\"identity-first-language\" data-definition-id=\"4393\" title=\"Identity-first language\" data-definition-name=\"Identity-first language\" class=\"ace-definition-inserter\"><\/span>. This should be included in mandatory disability awareness training. See <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a> for guidance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that your policies use inclusive, identity-first language and are informed by the lived experience of disabled people. Refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/policy-reviews\/\">Customer Service 4.04 Policy Reviews<\/a> for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When discussing, reporting or debriefing about incidents as a team, be mindful of how you are talking about disability and disabled people.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Reporting and escalation<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that clear processes for reporting and escalating incidents are included in relevant policies, particularly your safeguarding and access policies. These should be supported by your feedback and complaints procedures. For further information, see <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/access-policies\/\">Customer Service 1.05 Access Policies<\/a>, <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/feedback-and-complaints\/\">Customer Service 4.02 Feedback and Complaints<\/a>, and <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/policy-reviews\/\">Customer Service 4.04 Policy Reviews<\/a>.<\/p>\n<\/div>\n\n\n\n<div id=\"specification_table\" class=\"wp-block-ace-specification-table bg_white specification_table hide\"><h3>Standard &#8211; specifications<\/h3><div class=\"bg_grey inner-padding\"><table class=\"specification-table\"><tbody><\/tbody><\/table><\/div><\/div>\n\n\n\n<div id=\"influencing_accessible_practice\" class=\"wp-block-ace-standard-influencing-accessible-practice standard-influencing-accessible-practice standard-content hide\"><h3>Influencing accessible practice<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/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>Assistive aids<\/h4><div><p>A tool or device that a disabled person uses to help them do something more easily or independently. For example, a wheelchair, walker, sensory item, or assistance dog.<\/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>Easy Read<\/h4><div><p>An alternative version of written information that uses simple words and pictures to help someone understand. Easy Read is often used by people with a Learning Disability.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Identity-first language<\/h4><div><p>This is a way of talking about disability that emphasises how disability is an integral part of someone\u2019s identity and lived experience. For example, identity-first language would refer to \u2018a disabled person\u2019 or \u2018an autistic person\u2019 rather than \u2018a person with a disability\u2019 or \u2018a person with autism\u2019.<\/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>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><\/div>\n\n\n\n<div id=\"learning_resources\" class=\"wp-block-ace-standard-learning-resources standard-content  Show\"><h3>Learning Resources<\/h3><div class=\"links-on-newtab-text\"><\/div>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.scope.org.uk\/about-us\/disablism\" target=\"_blank\" rel=\"noreferrer noopener\">Scope: Ableism and Disablism<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.scope.org.uk\/advice-and-support\/hate-crime\" target=\"_blank\" rel=\"noreferrer noopener\">Scope: Recognising and Reporting Disability Hate Crime<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/elmlearning.com\/hub\/diversity-equity-inclusion\/ableism\/\" target=\"_blank\" rel=\"noreferrer noopener\">ELM Learning: Ableism Inclusion Training: Fostering a Culture of Equity and Empathy<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.skillstg.co.uk\/blog\/adapting-first-aid-for-employees-with-disabilities\/#:~:text=One%20way%20to%20adapt%20first,and%20accessible%20to%20all%20employees\" target=\"_blank\" rel=\"noreferrer noopener\">Skills Training Group: Adapting&nbsp;First&nbsp;Aid for Employees with Disabilities<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.gov.uk\/government\/publications\/inclusive-communication\/inclusive-language-words-to-use-and-avoid-when-writing-about-disability\" target=\"_blank\" rel=\"noreferrer noopener\">UK Government: Inclusive Language: Words to Use and Avoid When Writing About Disability<\/a>&nbsp;<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"skills_development\" class=\"wp-block-ace-standard-skills-development standard-skills-development standard-content hide\"><h3>Support and skills development<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\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\">\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\/All-In-2-10-Group-activity-07-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-2048x1365.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=\"6344\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_3670\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_3670\">A group of people are seated around a table covered with papers, notebooks, and coffee cups.<\/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><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\" class=\"card_target\">CS 4.01 Training and Skills Development<\/a><\/h4>\n\t\t\t\t\t\t\t\t<p>Create opportunities for staff, volunteers and freelancers to receive regular disability and intersectionality training, guidance and self-development tools.<\/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-37-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A wheelchair user is at a customer service counter, interacting with a staff member. There are computer monitors on the desk, and a poster on the wall that reads \u201cThe Ancient Oak of Baldor.\u201d\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-2048x1365.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=\"6322\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4609\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4609\">A wheelchair user is at a customer service counter, interacting with a staff member. There are computer monitors on the desk, and a poster on the wall that reads \u201cThe Ancient Oak of Baldor.\u201d<\/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 4.02 Feedback and Complaints<\/h4>\n\t\t\t\t\t\t\t\t<p>Have a clear means for customers to provide feedback and complaints.<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-294-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Three people are walking together down a wide, well-lit corridor with tables and chairs along the sides. A poster display is visible on the wall.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-294-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-294-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-294-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-294-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-294-2048x1365.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=\"6310\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4611\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4611\">Three people are walking together down a wide, well-lit corridor with tables and chairs along the sides. A poster display is visible 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 4.04 Policy Reviews<\/h4>\n\t\t\t\t\t\t\t\t<p>Ensure that internal policies are informed by the needs and experiences of disabled people and meet their needs.<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\tReferences\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>ELM Learning. (n.d.) Ableism Inclusion Training: Fostering a Culture of Equity and Empathy [online] Available at: <a href=\"https:\/\/elmlearning.com\/hub\/diversity-equity-inclusion\/ableism\/\">Ableism inclusion training<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Scope. (n.d.) Ableism and Disablism [online] Available at: <a href=\"https:\/\/www.scope.org.uk\/about-us\/disablism\">About disablism<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Scope. (n.d.) Recognising and Reporting Disability Hate Crime [online] Available at: <a href=\"https:\/\/www.scope.org.uk\/advice-and-support\/hate-crime\">Recognising and reporting hate crime<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Skills Training Group. (n.d.) Adapting First Aid for Employees with Disabilities [online] Available at: <a href=\"https:\/\/www.skillstg.co.uk\/blog\/adapting-first-aid-for-employees-with-disabilities\/#:~:text=One%20way%20to%20adapt%20first,and%20accessible%20to%20all%20employees\">Adapting first aid for employees with disabilities guide<\/a>. [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>UK Government Disability Unit. (n.d.) Inclusive Language: Words to Use and Avoid When Writing About Disability [online] Available at: <a href=\"https:\/\/www.gov.uk\/government\/publications\/inclusive-communication\/inclusive-language-words-to-use-and-avoid-when-writing-about-disability\">Inclusive language when writing about disability guide<\/a> [Accessed 04 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t<\/ol>\n\t<\/div> \n<\/div><aside class=\"sidebar flex-item\"><h3>CS 3.02 Preventing and Handling Incidents<\/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<\/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\">References<\/a><\/li><\/ul><\/nav><div class=\"hide fixed scroll_menu\" aria-live=\"polite\"><h3>CS 3.02 Preventing and Handling Incidents<\/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<\/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\">References<\/a><\/li><\/ul><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 3.02 Preventing and Handling Incidents\" 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 3.02 Preventing and Handling Incidents\" 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":6329,"parent":3668,"menu_order":2,"template":"","class_list":["post-4608","standard","type-standard","status-publish","has-post-thumbnail","hentry"],"acf":{"short_description":"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).","make_visible_to_taster_account":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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