National Adult Literacy Database

Community Literacy of Ontario (CLO) is a network of literacy organizations throughout that province. CLO developed this document in response to practitioners’ concerns about the lack of a way to clearly track and showcase their practices.

The authors have included 10 customer service quality statements. Each statement is followed by a list of best practices for achieving the goal in the statement.

For example, the statement “Our literacy agency provides initial and ongoing support to learners” is followed by a list that includes an in-depth orientation process; referral services for learners with social and economic needs; regular meetings with learners; and the celebration of learners’ achievements.