4. Do clients and participants have difficulty speaking English or French?
5. Are the forms filled out with errors in spelling, grammar, or language, or are they filled out incorrectly?
6. Is the client or participant inappropriately defensive, surly, aggressive, disruptive?
7. Does the client or participant signal agreement inappropriately?
8. Is the client or participant uncommunicative?
9. Can the client or participant tell a coherent story?
10. Does the client’s writing style match the speaking style?
11. Does the handwriting on documents match the signature style?

8. Talk to other administrative tribunals about literacy, share your experiences, and learn about best practices.

Conducting the hearing

1. Remember to speak plainly so you can be understood by all people present. It is possible to simplify the level of your language so the proceedings can be understood by those with low literacy skills.
2. Explain the documents being used, the process, the implications of each step, and the results. Use simple language.
3. Explain as often as necessary, rewording anything complex.
4. Reassure clients and ask them to repeat back what they understood you to say.
5. Repeat important information to increase understanding. Often people with low literacy skills rely on memory.
6. Have other tribunal officials explain the complexities of the process.
7. Take the time at each step to rephrase and simplify.
8. If necessary, recess the hearing. Then speak to counsel and staff and have them assist the client.
9. When the client is not present and low literacy is suspected, rely on the markers to review the file for hints or ask counsel or staff to provide more information.