National Adult Literacy Database

Authors: Community Literacy of Ontario (CLO)

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.

Added: 2010-11-26

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Authors: Community Literacy of Ontario (CLO)

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.

Added: 2013-03-05

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Authors: Community Literacy of Ontario (CLO)

This document sets out six features of the quality standard for program-volunteer relations in Ontario’s community-based literacy agencies. It complements 18 core quality standards for such agencies, approved for Literacy and Basic Skills programs of Ontario’s Ministry of Training, Colleges and Universities.

The features include ensuring the literacy program provides a welcoming, respectful environment for volunteers; has effective processes for recruitment and screening; provides orientation and training; makes volunteers aware of their rights and responsibilities; offers ongoing supervision and support; and actively recognizes and motivates volunteers.

Community Literacy of Ontario and Laubach Literacy Ontario prepared this document, based on input from community-based literacy agencies throughout the province.

Added: 2010-06-01

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