Develop and launch annual custom training for front-line staff

RE: 2SLGBTQ+ customer service (TCard)

To build on the strategic priority of providing an inclusive and welcoming environment, TCard Services launched an annual custom training program for tri-campus frontline staff focused on 2SLGBTQ+ customer service in November 2023.

More than 20 TCard staff from UTSC, UTM and St. George (UTL and Student Life) attended the training, which was developed in collaboration with the Sexual and Gender Diversity Office (SGDO).

Led by the SGDO, the training included a variety of TCard-specific scenarios designed to prepare staff for real-life interactions. Staff members were guided on how to respond when a person’s appearance might differ from their government ID photo, a name change was necessary or someone was unintentionally misgendered.

This training deepened the staff’s understanding of U of T’s diverse student population and the importance of inclusive communication in all interactions with students and other community members.

This initiative enhanced the team’s knowledge and skills while instilling the confidence to serve students better. It also reinforced TCard’s dedication to inclusivity and respect for all individuals.

Thanks to the positive outcome of this training program, it was integrated it into the annual tri-campus TCard staff training schedule.