4. Developing and Implementing a Literacy Program

Getting started

How do you turn your organization into one that answers the needs of people with low literacy skills? You need the following:

• the support and commitment of the people at the top
• a clear understanding of how the tribunal operates
• knowledge of who your clients are
• a strong plan
• communications that are as clear as possible
• trained tribunal staff and members who make the process easier for clients
• ways to evaluate the program and monitor it on an on-going basis

Six steps

These steps will start you off on developing a literacy program. However, because administrative tribunals vary a lot, you will have to adapt what follows to your particular tribunal and to the needs of your clients.

Step 1. Organization audit

• What is your mandate?
• Who do you serve?

Step 2. Client/participant literacy audit

• Who are your clients/participants?
• What are their literacy needs?

Step 3. Planning the literacy program

• Is there senior management commitment?
• Is there an action plan?